def create_ticket(self, user, ticket_fields):
"""Create a ticket in Zendesk."""
ticket = Ticket(
subject=ticket_fields.get("subject"),
comment={"body": ticket_fields.get("description")},
ticket_form_id=settings.ZENDESK_TICKET_FORM_ID,
custom_fields=[
{
"id": settings.ZENDESK_PRODUCT_FIELD_ID,
"value": ticket_fields.get("product")
},
{
"id": settings.ZENDESK_CATEGORY_FIELD_ID,
"value": ticket_fields.get("category")
},
{
"id": settings.ZENDESK_OS_FIELD_ID,
"value": ticket_fields.get("os")
},
{
"id": settings.ZENDESK_COUNTRY_FIELD_ID,
"value": ticket_fields.get("country")
},
],
)
if user.profile.zendesk_id:
# TODO: is this necessary if we're updating users as soon as they're updated locally?
ticket.requester_id = self.update_user(user).id
else:
ticket.requester_id = self.create_user(user).id
return self.client.tickets.create(ticket)
def migrate_ticket(self, source, status_to_migrate='all'):
end_time = 'N/A'
try:
end_time = source.generated_timestamp
except AttributeError:
pass
if source.status == 'deleted':
print('Skipping deleted ticket: %s (timestamp: %s)' % (source.id, end_time))
return 0
if (not status_to_migrate == 'all' and not status_to_migrate == 'not_closed' and
not source.status == status_to_migrate) or \
(status_to_migrate == 'not_closed' and source.status == 'closed'):
print('Skipping, ticket status is %s: %s (timestamp: %s)' %
(source.status, source.id, end_time))
return 0
# Look for an existing ticket
existing = self.find_target_ticket_for_original_id(source.id)
if existing:
# Existing tickets will be updated with the events API
print('Existing ticket found for %s (timestamp: %s)' % (source.id, end_time))
return existing.id
print('Migrating ticket %s - %s' % (source.id, source.subject))
ticket = Ticket(created_at=source.created_at,
updated_at=source.updated_at,
subject=source.subject,
priority=source.priority,
type=source.type,
status=source.status,
tags=source.tags,
recipient=source.recipient,
brand_id=self.get_target_brand_id(source.brand_id))
if source.ticket_form_id:
ticket.ticket_form_id = self.get_target_ticket_form_id(source.ticket_form_id)
# Organization
org_id = source.organization_id
if org_id:
new_org_id = self.get_target_org_id(org_id)
if new_org_id:
ticket.organization_id = new_org_id
# Collaborators
collab_ids = source.collaborator_ids
new_collab_ids = []
for collab_id in collab_ids:
new_collab_ids.append(self.get_target_user_id(collab_id))
ticket.collaborator_ids = new_collab_ids
# Custom fields
source_fields = source.custom_fields
custom_fields = {}
for field in source_fields:
custom_fields[self.get_target_ticket_field_id(field.get('id'))] = field.get('value')
custom_fields[self.original_id_field] = source.id
ticket.custom_fields = custom_fields
# Comments
comments = self.source_client.tickets.comments(source)
new_comments = []
for comment in comments:
new_comment = Comment(created_at=comment.created_at,
html_body=comment.html_body,
public=comment.public,
metadata=comment.metadata)
# Author
author_id = comment.author_id
new_comment.author_id = self.get_target_user_id(author_id)
# Inline Attachments
comment_body = comment.html_body
uploads = []
matches = re.findall(self.HTML_IMG_TAG_PATTERN, comment_body)
if len(matches) > 0:
for match in matches:
img_tag = match[0]
url = match[1]
print('- Found src url in comment: %s' % url)
do_upload = False
source_domain = '%s.zendesk.com' % self.SOURCE_INSTANCE
source_alt_domain = '%s.zendesk.com' % self.SOURCE_ALT_INSTANCE
if source_domain in url or source_alt_domain in url:
do_upload = True
url = url.replace(source_alt_domain, source_domain)
elif self.SOURCE_HELPCENTER_DOMAIN in url:
do_upload = True
if do_upload:
response = requests.get(url, auth=self.source_auth)
if not response.status_code == 200:
print('- ERROR getting attachment %s: %s' % (url, response.status_code))
continue
file_name = 'attachment'
content_disp = response.headers.get('content-disposition')
if content_disp:
file_name_match = re.search('inline; filename=\"(.*)\"', content_disp)
if file_name_match:
file_name = file_name_match.group(1)
else:
continue
content_type = response.headers.get('content-type')
if self.DEBUG:
print('- DEBUG Attachment created - %s' % file_name)
comment_body = comment_body.replace(img_tag, '<See Attachment>')
else:
with tempfile.TemporaryFile() as tmp_file:
tmp_file.write(response.content)
tmp_file.seek(0)
try:
upload = self.target_client.attachments.upload(fp=tmp_file,
target_name=file_name,
content_type=content_type)
print('- Attachment created - %s' % file_name)
comment_body = comment_body.replace(img_tag, '[See Attachment]')
uploads.append(upload.token)
except Exception as e:
print('WARN Exception creating attachment %s - %s' % (file_name, e))
new_comment.html_body = comment_body
# Non-inline Attachments
attachments = comment.attachments
if attachments and len(attachments) > 0:
for attachment in attachments:
url = attachment.content_url
file_name = attachment.file_name
content_type = attachment.content_type
response = requests.get(url)
if self.DEBUG:
print('- DEBUG Attachment created - %s' % file_name)
else:
with tempfile.TemporaryFile() as tmp_file:
tmp_file.write(response.content)
tmp_file.seek(0)
try:
upload = self.target_client.attachments.upload(fp=tmp_file,
target_name=file_name,
content_type=content_type)
print('- Attachment created - %s' % file_name)
uploads.append(upload.token)
except Exception as e:
print('WARN Exception creating attachment %s - %s' % (file_name, e))
new_comment.uploads = uploads
new_comments.append(new_comment)
ticket.comments = new_comments
# Submitter
ticket.submitter_id = self.get_target_user_id(source.submitter_id)
# Requestor
requester_id = source.requester_id
if requester_id:
requester = self.get_target_user(requester_id)
if requester:
if requester.suspended:
# End-users can't be assigned tickets
comment = Comment(body='Requester was %s (suspended)' % requester.name,
public=False)
ticket.comments.append(comment)
else:
ticket.requester_id = requester.id
# Assignee
assignee_id = source.assignee_id
group_id = source.group_id
if assignee_id:
assignee = self.get_target_user(assignee_id)
if assignee:
if assignee.role == 'end-user':
# End-users can't be assigned tickets
comment = Comment(body='Assignee was %s (suspended)' % assignee.name,
public=False)
ticket.comments.append(comment)
else:
ticket.assignee_id = assignee.id
elif group_id:
ticket.group_id = self.get_target_group_id(group_id)
# Linked source/problem_id
source_problem_id = source.problem_id
if source_problem_id:
problem_ticket = self.find_target_ticket_for_original_id(source_problem_id)
if problem_ticket:
if problem_ticket.type == 'problem':
print('- Linking existing problem ticket for %s' % source_problem_id)
ticket.problem_id = problem_ticket.id
else:
# Can't link them
comment = Comment(body='Linked ticket %s is not a problem, could not link' % problem_ticket.id,
public=False)
ticket.comments.append(comment)
else:
# Migrate the problem ticket
if self.DEBUG:
print('- DEBUG Problem ticket not found, creating for %s' % source_problem_id)
else:
print('- Problem ticket not found, creating for %s' % source_problem_id)
source_problem = self.source_client.tickets(id=source_problem_id)
ticket.problem_id = self.migrate_ticket(source_problem)
# Wait 60 sec for this to show up
time.sleep(60)
new_ticket_id = None
if self.DEBUG:
print('- DEBUG Successfully migrated ticket %s to %s (timestamp: %s)' %
(source.id, new_ticket_id, end_time))
else:
new_ticket_id = self.target_client.ticket_import.create(ticket)
print('- Successfully migrated ticket %s to %s (timestamp: %s)' % (source.id, new_ticket_id, end_time))
return new_ticket_id
