def test_dummy1_static_to_dict(self):
dyn1 = DynamicField("firstname", "Jane")
self.assertIsInstance(dyn1, DynamicField)
self.assertDictEqual(dyn1.to_dct(), {
'Name': 'firstname',
'Value': 'Jane'
})
def test_dct_search(self):
dyn1 = DynamicField(name="SomeName",
search_patterns=["foo", "bar"],
search_operator="Equals")
self.assertEqual(dyn1.to_dct_search(),
{"DynamicField_SomeName": {
"Equals": ["foo", "bar"]
}})
def test_dct_search_date(self):
dyn1 = DynamicField(name="SomeDate",
search_patterns=[datetime(2011, 1, 1)],
search_operator="GreaterThan")
self.assertEqual(dyn1.to_dct_search(), {
"DynamicField_SomeDate": {
"GreaterThan": ["2011-01-01 00:00:00"]
}
})
def run(self, params={}):
client = self.connection.client
search_params = {}
df = []
try:
client.session_create()
except Exception as e:
raise Exception(
"Unable to connect to OTRS webservice! Please check your connection information and \
that you have properly configured OTRS webservice. Information on configuring the webservice can be found \
in the Connection help")
# Time search params
# TODO: Add support for searching tickets with date
#if params.get("date"):
# if params.get("date").startswith("0001-01-01"):
# del(params["date"])
# else:
# ticket_date = maya.MayaDT.rfc3339(params.get("date")).datetime()
# #search_params[""] = ticket_date
# set queue
if params.get("queue"):
search_params["Queues"] = params.get("queue")
# set customer id
if params.get("cust_id"):
search_params["CustomerID"] = params.get("cust_id")
# set external search params
external_params = params.get("external_params")
if external_params:
for param in external_params:
for k, v in param.items():
search_params[k] = v
# set dynamic fields
dynamic_fields = params.get('dynamic_fields')
if dynamic_fields:
for field in dynamic_fields:
df_payload = dict()
df_payload["name"] = field.get("name")
df_payload["value"] = field.get("value")
df_payload["search_operator"] = field.get(
"operation", "Equals")
df_payload["search_patterns"] = field.get("patterns")
df.append(DynamicField(**df_payload))
search_params["dynamic_fields"] = df
tickets = client.ticket_search(**search_params)
return {'ticket_ids': tickets}
def buildTicket(OTRS_SERVER, OTRS_USER, OTRS_PASS, HOST, TRIGGERID, SEVERITY,
DESCRIPTION, QUEUE, STATE, PRIORITY, CUSTOMERUSER):
client = Client(OTRS_SERVER, OTRS_USER, OTRS_PASS)
client.session_create()
new_ticket = Ticket.create_basic(Title="Server " + HOST + " Down",
Queue="" + QUEUE + "",
State=u"" + STATE + "",
Priority=u"" + PRIORITY + "",
CustomerUser="" + CUSTOMERUSER + "")
first_article = Article({
"Subject":
"Server " + HOST + " Down",
"Body":
"Host: " + HOST + " Trigger ID: " + TRIGGERID + " Severity: " +
SEVERITY + "Descricao: " + DESCRIPTION
})
dynamic_field = DynamicField("TriggerID", value="" + TRIGGERID + "")
client.ticket_create(new_ticket,
first_article,
None,
dynamic_fields=[dynamic_field])
return "Ticket Build"
def update_ticket_command():
ticket_id = demisto.args().get('ticket_id')
title = demisto.args().get('title')
queue = demisto.args().get('queue')
state = demisto.args().get('state')
priority = demisto.args().get('priority')
article_subject = demisto.args().get('article_subject')
article_body = demisto.args().get('article_body')
ticket_type = demisto.args().get('type')
dynamic_fields = demisto.args().get('dynamic_fields')
attachment = demisto.args().get('attachment')
if all(v is None for v in [
title, queue, state, priority, article_subject, article_body,
ticket_type, dynamic_fields, attachment
]):
return_error('No fields to update were given')
if (article_subject and article_body is None) or (article_subject is None
and article_body):
return_error(
'Both article subject and body are required in order to add article'
)
elif article_subject and article_body:
article_obj = {'Subject': article_subject, 'Body': article_body}
article = Article(article_obj)
else:
article = None
if state:
state = translate_state(state)
if priority:
priority = translate_priority(priority)
df = []
if dynamic_fields:
dynamic_fields_list = argToList(dynamic_fields)
for field in dynamic_fields_list:
splitted_field = field.split('=')
current_field, current_value = splitted_field[0], splitted_field[1]
df.append(DynamicField(current_field, current_value))
attachments = []
if attachment:
attachments_list = argToList(attachment)
attachments = demisto_entry_to_otrs_attachment(attachments_list)
ticket = update_ticket(ticket_id, title, queue, state, priority, article,
ticket_type, df, attachments)
context = {
'ID': ticket['TicketID'],
}
if priority:
context['Priority'] = priority
if queue:
context['Queue'] = queue
if state:
context['State'] = state
if title:
context['Title'] = title
if article:
context['Article'] = article.to_dct()
if ticket_type:
context['Type'] = ticket_type
ec = {'OTRS.Ticket(val.ID===obj.ID)': context}
output = 'Updated ticket {} successfully'.format(ticket['TicketID'])
demisto.results({
'Type': entryTypes['note'],
'Contents': context,
'ContentsFormat': formats['json'],
'ReadableContentsFormat': formats['markdown'],
'HumanReadable': output,
'EntryContext': ec
})
def create_ticket_command():
title = demisto.args().get('title')
queue = demisto.args().get('queue')
state = translate_state(demisto.args().get('state'))
priority = translate_priority(demisto.args().get('priority'))
customer_user = demisto.args().get('customer_user')
article_subject = demisto.args().get('article_subject')
article_body = demisto.args().get('article_body')
ticket_type = demisto.args().get('type')
dynamic_fields = demisto.args().get('dynamic_fields')
attachment = demisto.args().get('attachment')
df = []
df_output = []
if dynamic_fields:
dynamic_fields_list = argToList(dynamic_fields)
for field in dynamic_fields_list:
splitted_field = field.split('=')
current_field, current_value = splitted_field[0], splitted_field[1]
df.append(DynamicField(current_field, current_value))
df_output.append({current_field: current_value})
attachments = []
if attachment:
attachments_list = argToList(attachment)
attachments = demisto_entry_to_otrs_attachment(attachments_list)
new_ticket = Ticket.create_basic(Title=title,
Queue=queue,
State=state,
Priority=priority,
CustomerUser=customer_user,
Type=ticket_type)
article = Article({'Subject': article_subject, 'Body': article_body})
ticket = create_ticket(new_ticket, article, df, attachments)
context = {
'ID': str(ticket['TicketID']),
'Number': ticket['TicketNumber'],
'CustomerUser': customer_user,
'Priority': priority,
'Queue': queue,
'State': state,
'Title': title,
'Article': {
'Subject': article_subject,
'Body': article_body
},
'Type': ticket_type,
'DynamicField': df_output
}
ec = {'OTRS.Ticket(val.ID===obj.ID)': context}
output = 'Created ticket {} successfully'.format(ticket['TicketID'])
demisto.results({
'Type': entryTypes['note'],
'Contents': context,
'ContentsFormat': formats['json'],
'ReadableContentsFormat': formats['markdown'],
'HumanReadable': output,
'EntryContext': ec
})
def run(self, params={}):
client = self.connection.client
try:
client.session_create()
except Exception as e:
raise Exception(
"Unable to connect to OTRS webservice! Please check your connection information and "
"that you have properly configured OTRS webservice. Information on configuring the "
"webservice can be found in the Connection help")
# dynamic fields
new_dynamic_fields = params.get("dynamic_fields")
del (params["dynamic_fields"])
params = komand.helper.clean(params)
# cleaning up params
new_article = params.get("article")
del (params["article"])
# helper.clean will not remove empty list. If these are left empty and not removed the plugin will fail
if not new_article["ExcludeMuteNotificationToUserID"]:
del (new_article["ExcludeMuteNotificationToUserID"])
if not new_article["ExcludeNotificationToUserID"]:
del (new_article["ExcludeNotificationToUserID"])
if not new_article["ForceNotificationToUserID"]:
del (new_article["ForceNotificationToUserID"])
# Set attachments
new_attachments = params.get("attachments")
del (params["attachments"])
# basics
basics = {}
for basic_param in [
"Title", "Queue", "Type", "State", "Priority", "CustomerUser"
]:
if basic_param in params:
basics[basic_param] = params.get(basic_param)
del (params[basic_param])
else:
raise Exception(
"Parameter {} was not found. This is required to create a ticket"
.format(basic_param))
# left over params added to other_basics
other_basics = {}
for k, v in params.items():
if v:
other_basics[k] = v
# build attachments
attachments = []
for attachment in new_attachments:
a = Attachment.create_basic(Content=attachment["content"],
ContentType=mimetypes.guess_type(
attachment["filename"])[0],
Filename=attachment["filename"])
attachments.append(a)
# build dynamic fields
dynamic_fields = list(
map(lambda f: DynamicField(**f), new_dynamic_fields))
# create ticket from basics and all other params
new_ticket = Ticket.create_basic(**basics)
new_article = Article(new_article)
new_attachments = attachments
new_dynamic_fields = dynamic_fields
# Create Ticket
ticket_results = client.ticket_create(
ticket=new_ticket,
article=new_article,
attachments=new_attachments,
dynamic_fields=new_dynamic_fields,
**other_basics)
ticket_id = ticket_results.get("TicketID")
# check if pendingtime is left unmodified
if params.get("PendingTime").startswith("0001-01-01"):
del (params["PendingTime"])
else:
PyOTRSUtils.add_pendingtime(self, client,
params.get("PendingTime"), ticket_id)
# update SLA
if params.get("SLA"):
PyOTRSUtils.add_sla(self,
client=client,
ticket_id=ticket_id,
sla=params.get("SLA"),
sla_service=params.get("Service"))
ticket_details = client.ticket_get_by_id(
ticket_id,
articles=False,
attachments=False,
dynamic_fields=False,
html_body_as_attachment=False)
ticket_details = ticket_details.to_dct()
if ticket_details["Ticket"]["SLAID"] == "":
raise Exception(
"SLA and Service was not set. Please check the SLA and Service parameters as they maybe set incorrectly!\n"
f"SLA Parameter: {params.get('SLA')}\n"
f"SLA Service parameter: {params.get('Service')}\n"
f"Please note ticket ID:{ticket_id} was created but the SLA and Sevice parameters were not updated."
)
# format TicketNumber as its required as an INT in other actions and returned here as a string
return {
"ticket_id": int(ticket_results["TicketID"]),
"ticket_number": int(ticket_results["TicketNumber"])
}
def run(self, params={}):
client = self.connection.client
attachments = []
try:
client.session_create()
except Exception as e:
raise Exception("Unable to connect to OTRS Web Service! Please check your connection information and \
that you have properly configured OTRS web service. Information on configuring the webservice can be found \
in the Connection help")
# dynamic fields
new_dynamic_fields = params.get("DynamicFields")
del(params["DynamicFields"])
params = komand.helper.clean(params)
# cleaning up params
new_article = params.get("Article", None)
if params.get("Article"):
del(params["Article"])
# helper.clean will not remove empty list. If these are left empty and not removed the plugin will fail
if "ExcludeMuteNotificationToUserID" in new_article:
if not new_article["ExcludeMuteNotificationToUserID"]:
del(new_article["ExcludeMuteNotificationToUserID"])
if "ExcludeNotificationToUserID" in new_article:
if not new_article["ExcludeNotificationToUserID"]:
del(new_article["ExcludeNotificationToUserID"])
if "ForceNotificationToUserID" in new_article:
if not new_article["ForceNotificationToUserID"]:
del(new_article["ForceNotificationToUserID"])
new_article = Article(new_article)
# Set attachments
if params.get("Attachements"):
new_attachments = params.get("Attachments")
del(params["Attachments"])
for attachment in new_attachments:
filename = attachment['filename']
content = attachment['content']
mimetype = mimetypes.guess_type(filename)
attachments.append(Attachment.create_basic(Content=content,
ContentType=
mimetype[0],
Filename=filename))
ticket_id = params.get('TicketID')
del(params["TicketID"])
dynamic_fields = []
for fields in new_dynamic_fields:
dynamic_fields.append(DynamicField(**fields))
# Pending time
if params.get("PendingTime").startswith("0001-01-01"):
del(params['PendingTime'])
else:
# Format date
PyOTRSUtils.add_pendingtime(self, client, params.get("PendingTime"), ticket_id)
del(params['PendingTime'])
other_options = params
if new_article:
ticket_update_results = client.ticket_update(
ticket_id=ticket_id,
article=new_article,
attachments=attachments,
dynamic_fields=dynamic_fields,
**other_options
)
else:
ticket_update_results = client.ticket_update(
ticket_id=ticket_id,
dynamic_fields=dynamic_fields,
**other_options
)
return {'ticket_id': int(ticket_update_results["TicketID"]), 'ticket_number': int(ticket_update_results["TicketNumber"])}
def test_dummy1(self):
dyn1 = DynamicField._dummy1()
self.assertIsInstance(dyn1, DynamicField)
self.assertEqual(dyn1.__repr__(), '<DynamicField: firstname: Jane>')
def test_dummy2_static(self):
dyn2 = DynamicField.from_dct({'Name': 'lastname', 'Value': 'Doe'})
self.assertIsInstance(dyn2, DynamicField)
self.assertEqual(dyn2.__repr__(), '<DynamicField: lastname: Doe>')
def test_dummy1_static(self):
dyn1 = DynamicField(name="firstname", value="Jane")
self.assertIsInstance(dyn1, DynamicField)
self.assertEqual(dyn1.__repr__(), '<DynamicField: firstname: Jane>')
def test_init_list_pattern(self):
dyn1 = DynamicField(name="SomeName",
search_patterns=["foo", "bar"],
search_operator="Equals")
self.assertIsInstance(dyn1.search_patterns, list)
def test_init_operator_custom(self):
dyn1 = DynamicField(name="somedate",
search_operator="SmallerThanEquals")
self.assertIsInstance(dyn1, DynamicField)
self.assertEqual(dyn1.search_operator, "SmallerThanEquals")
def test_init_operator_default(self):
dyn1 = DynamicField(name="firstname")
self.assertIsInstance(dyn1, DynamicField)
self.assertEqual(dyn1.search_operator, "Equals")
def test_dummy2(self):
dyn2 = DynamicField._dummy2()
self.assertIsInstance(dyn2, DynamicField)
self.assertEqual(dyn2.__repr__(), '<DynamicField: lastname: Doe>')
