def stats_search_number_of_tickets(rt_object, query):
"""
This function will get the number of tickets. As most tickets will have a specific criteria, we will use this
function to include it by default.
The criteria will be defined in the default_query variable.
:param rt_object: RTApi object
:param query: The string to be appended to the default_query variable
:return: A number or a list, depending on the detail variable
"""
if not query:
raise ValueError('no query... error!')
# The default query
default_query = 'Queue = "General" AND ( "CF.{IS - Informatica e Sistemas}" = "DIR" ' \
'OR "CF.{IS - Informatica e Sistemas}" = "DIR-INBOX" ) AND '
# The search query
query = default_query + query
# Get the information from the server.
try:
response = get_list_of_tickets(rt_object, query, False)
except ValueError as e:
raise ValueError(str(e))
return len(response)
def user_get_resolved_tickets(rt_object, email):
config = DITICConfig()
# Check if user is known...
if not config.check_if_email_exist(email):
raise ValueError("Unknown email/user:"******"%s" AND Queue = "general" AND Status = "resolved"' % (email)
# Get the information from the server.
try:
response = get_list_of_tickets(rt_object, query)
except NameError as e:
raise ValueError("Error: " + str(e))
number_tickets_per_status = {email: len(response)}
for line in response:
try:
auxiliary_date = strptime(line["lastupdated"])
auxiliary_date = "%02d/%02d" % (auxiliary_date.tm_mon, auxiliary_date.tm_mday)
except ValueError:
auxiliary_date = 0
line["auxiliary_date"] = auxiliary_date
create_ticket_possible_actions(config, line, email, number_tickets_per_status)
result = group_result_by(response, "auxiliary_date")
email_limit = config.get_email_limits(email)
return {"tickets": result}
def test_get_list_of_tickets_detail_True():
rt_object = RTApiMock()
rt_object.set_return(
[
u'rt/4.0.6 200 ok', u'',
u'id: ticket/887677',
u'owner: [email protected]',
u'subject: create rt dashboard',
u'status: open',
u'priority: 26',
u'cf.{servico}: csc-gsiic',
u'cf.{is - informatica e sistemas}: dir-inbox',
]
)
result = get_list_of_tickets(rt_object, 'Owner = "*****@*****.**" and Status == "open"', True)
assert rt_object.uri == '/search/ticket'
assert rt_object.data == {
'query': 'Owner = "*****@*****.**" and Status == "open"',
'format': 'l'
}
assert result == [
{
u'status': u'open',
u'priority': u'26',
u'owner': u'*****@*****.**',
u'cf.{is - informatica e sistemas}': u'dir-inbox',
u'id': u'887677',
u'cf.{servico}': u'csc-gsiic',
u'subject': u'create rt dashboard'
}
]
def stats_search_tickets(rt_object, query):
"""
This function will get the list of tickets. As most tickets will have a specific criteria, we will use this
function to include it by default.
The criteria will be defined in the default_query variable.
:param rt_object: RTApi object
:param query: The string to be appended to the default_query variable
:return: A number or a list, depending on the detail variable
"""
if not query:
raise ValueError('no query... error!')
# The default query
default_query = 'Queue = "General" AND '
# The search query
query = default_query + query
# Get the information from the server.
try:
response = get_list_of_tickets(rt_object, query)
except ValueError:
return []
return response
def stats_search_tickets(rt_object, query):
"""
This function will get the list of tickets. As most tickets will have a specific criteria, we will use this
function to include it by default.
The criteria will be defined in the default_query variable.
:param rt_object: RTApi object
:param query: The string to be appended to the default_query variable
:return: A number or a list, depending on the detail variable
"""
if not query:
raise ValueError('no query... error!')
# The default query
default_query = 'Queue = "General" AND '
# The search query
query = default_query+query
# Get the information from the server.
try:
response = get_list_of_tickets(rt_object, query)
except ValueError:
return []
return response
def archive_tickets(rt_object, ticket_id, ticket_email, user_email):
"""
In this function we will apply the ticket action requested by user.
It is possible to change the ticket priority, owner, etc.
:param rt_object: rt object for querying (must be users authenticated)
:param ticket_id: The ticket we want to see possible actions
:param ticket_email: The ticket owner (we need this because of the special user dir, dir-inbox and unknown)
:param user_email: the user email who is requesting this action (we need this to take a ticket)
:return: RT result (I think we must change this output!)
"""
# First of all, get the actual ticket information
query = 'id = "%s"' % ticket_id
# Get the information from the server.
try:
ticket_line = get_list_of_tickets(rt_object, query)[0]
except NameError as e:
return "Error:" + str(e)
# There is so much to be done. So this is the default answer.
result = "Still working on it... sorry for the inconvenience!"
# INCREASE PRIORITY ##############################
result = modify_ticket(rt_object, ticket_id, {"status": "archived"})
dictReturn = {"archive_result": result}
return dictReturn
def stats_search_number_of_tickets(rt_object, query):
"""
This function will get the number of tickets. As most tickets will have a specific criteria, we will use this
function to include it by default.
The criteria will be defined in the default_query variable.
:param rt_object: RTApi object
:param query: The string to be appended to the default_query variable
:return: A number or a list, depending on the detail variable
"""
if not query:
raise ValueError('no query... error!')
# The default query
default_query = 'Queue = "General" AND ( "CF.{IS - Informatica e Sistemas}" = "DIR" ' \
'OR "CF.{IS - Informatica e Sistemas}" = "DIR-INBOX" ) AND '
# The search query
query = default_query+query
# Get the information from the server.
try:
response = get_list_of_tickets(rt_object, query, False)
except ValueError as e:
raise ValueError(str(e))
return len(response)
def search_tickets(rt_object, search):
"""
Search for tickets that match those criteria.
The search will focus on those fields:
- Requestors.EmailAddress
- Subject
- cf{servico}
- cc
- admincc
- Requestor.Name
- Requestor.RealName
The tickets must be under the following restrictions:
- Belongs to Queue General
- Must have "CF.{IS - Informatica e Sistemas}" equal to DIR or DIR-INBOX
- Must be created or updated on the last 90 days
:param rt_object: RTApi object
:param search: the search criteria
:return:
"""
config = DITICConfig()
# Search last 30 days.
previous_date = (date.today() - timedelta(90)).isoformat()
# The search string
query = (
'Queue = "General" AND ( "CF.{IS - Informatica e Sistemas}" = "DIR" '
'OR "CF.{IS - Informatica e Sistemas}" = "DIR-INBOX" ) AND '
'( Lastupdated > "' + previous_date + '" OR Created > "' + previous_date + '") '
'AND ( Requestor.EmailAddress LIKE "%' + search + '%" '
)
for query_items in ["Subject", "cf.{servico}", "cc", "admincc", "Requestor.Name", "Requestor.RealName"]:
query += ' OR %s LIKE "%%%s%%" ' % (query_items, search)
query += ")"
# Get the information from the server.
try:
response = get_list_of_tickets(rt_object, query)
except NameError as e:
raise ValueError("Error: " + str(e))
except ValueError:
return {"no_result": True, "number_tickets": "No results...", "tickets": {}}
number_tickets = len(response)
for line in response:
try:
auxiliary_date = strptime(line["lastupdated"])
auxiliary_date = "%02d/%02d" % (auxiliary_date.tm_mon, auxiliary_date.tm_mday)
except ValueError:
auxiliary_date = 0
line["auxiliary_date"] = auxiliary_date
result = group_result_by(response, "auxiliary_date")
email_limit = config.get_email_limits(search)
return {"no_result": False, "tickets": result, "number_tickets": number_tickets, "email_limit": email_limit}
def ticket_action(ticket_id, action):
ticket_action_auxiliar(ticket_id, action)
os.system('update_statistics')
os.system("generate_summary_file")
lista = get_list_of_tickets(rt_object, "id=%s" % ticket_id)
print "-------------------"
print "INICIO TICKET ACÇAO"
for linha in lista:
print linha
print "FIM TICKET ACÇAO"
print "-------------------"
redirect("/detail/" + emailGlobal + "?o=" + request.query.o)
def __insert_into_project_management(rt_object, project_management_object, element, parent=0):
# TODO this operation takes too long! One possible resolution is:
# TODO - get all tickets using only get_ticket_links function
# TODO - with all tickets ID, perform only one query for all info of all objects
# TODO even so, this will take too long... :(
element_dict = get_list_of_tickets(rt_object, 'id='+str(element))[0]
project_management_object.add_element(element, parent, element_dict)
# Get links for this element
result = get_ticket_links(rt_object, element)
for line in result:
if line[0] == 'members':
__insert_into_project_management(rt_object, project_management_object, int(line[1]), int(element))
return
def user_closed_tickets(rt_object, email):
"""
Get the closed tickets on the last X days. (X = 60)
:param rt_object: RTApi object
:param email: the user email (it must exist in the config)
:return:
"""
config = DITICConfig()
# Check if user is known...
if not config.check_if_email_exist(email):
raise ValueError('Unknown email/user:'******'Owner = "%s" AND Queue = "general" AND Status = "resolved" AND LastUpdated > "%s"' % (
email, previous_date)
# Get the information from the server.
try:
response = get_list_of_tickets(rt_object, query)
except NameError as e:
raise ValueError('Error: ' + str(e))
number_tickets_per_status = {email: len(response)}
for line in response:
try:
auxiliary_date = strptime(line['lastupdated'])
auxiliary_date = '%02d/%02d' % (auxiliary_date.tm_mon,
auxiliary_date.tm_mday)
except ValueError:
auxiliary_date = 0
line['auxiliary_date'] = auxiliary_date
create_ticket_possible_actions(config, line, email,
number_tickets_per_status)
result = group_result_by(response, 'auxiliary_date')
email_limit = config.get_email_limits(email)
return {
'tickets': result,
'number_tickets_per_status': number_tickets_per_status,
'email_limit': email_limit,
}
def user_closed_tickets(rt_object, email):
"""
Get the closed tickets on the last X days. (X = 60)
:param rt_object: RTApi object
:param email: the user email (it must exist in the config)
:return:
"""
config = DITICConfig()
# Check if user is known...
if not config.check_if_email_exist(email):
raise ValueError('Unknown email/user:'******'Owner = "%s" AND Queue = "general" AND Status = "resolved" AND LastUpdated > "%s"' % (email,
previous_date)
# Get the information from the server.
try:
response = get_list_of_tickets(rt_object, query)
except NameError as e:
raise ValueError('Error: '+str(e))
number_tickets_per_status = {email: len(response)}
for line in response:
try:
auxiliary_date = strptime(line['lastupdated'])
auxiliary_date = '%02d/%02d' % (auxiliary_date.tm_mon, auxiliary_date.tm_mday)
except ValueError:
auxiliary_date = 0
line['auxiliary_date'] = auxiliary_date
create_ticket_possible_actions(config, line, email, number_tickets_per_status)
result = group_result_by(response, 'auxiliary_date')
email_limit = config.get_email_limits(email)
return {
'tickets': result,
'number_tickets_per_status': number_tickets_per_status,
'email_limit': email_limit,
}
def get_number_of_tickets(rt_object, query):
"""
This function will return the number of tickets that matches the query.
:param rt_object: the RTApi object for querying
:param query: the query
:return: the number of tickets found
"""
# Just a simple check... ;)
if query == '':
return 0
# Get the information from the server.
try:
response = get_list_of_tickets(rt_object, query, detail=False)
except ValueError:
return 0
return len(response)
def get_number_of_tickets(rt_object, query):
"""
This function will return the number of tickets that matches the query.
:param rt_object: the RTApi object for querying
:param query: the query
:return: the number of tickets found
"""
# Just a simple check... ;)
if query == '':
return 0
# Get the information from the server.
try:
response = get_list_of_tickets(rt_object, query, detail=False)
except ValueError:
return 0
return len(response)
def get_urgent_tickets(rt_object):
"""
This function will return the list of urgent tickets.
To be an urgent ticket it must:
- Be in the DIR-INBOX
- Have status 'new'
- Have the cf.{ditic-urgent} == yes
:param rt_object:
:return:
"""
query = '"cf.{is - informatica e sistemas}" = "dir-inbox" AND "cf.{ditic-urgent}" = "yes"' 'AND Owner = "nobody"'
# Get the information from the server.
try:
return get_list_of_tickets(rt_object, query, detail=False)
except ValueError:
return []
def test_get_list_of_tickets_detail_False():
rt_object = RTApiMock()
rt_object.set_return(
[
u'rt/4.0.6 200 ok', u'',
u'887677: create rt dashboard',
]
)
result = get_list_of_tickets(rt_object, 'Owner = "*****@*****.**" and Status == "open"', False)
assert rt_object.uri == '/search/ticket'
assert rt_object.data == {
'query': 'Owner = "*****@*****.**" and Status == "open"',
}
assert result == [
{
u'subject': u'create rt dashboard',
u'id': u'887677',
}
]
def __insert_into_project_management(rt_object,
project_management_object,
element,
parent=0):
# TODO this operation takes too long! One possible resolution is:
# TODO - get all tickets using only get_ticket_links function
# TODO - with all tickets ID, perform only one query for all info of all objects
# TODO even so, this will take too long... :(
element_dict = get_list_of_tickets(rt_object, 'id=' + str(element))[0]
project_management_object.add_element(element, parent, element_dict)
# Get links for this element
result = get_ticket_links(rt_object, element)
for line in result:
if line[0] == 'members':
__insert_into_project_management(rt_object,
project_management_object,
int(line[1]), int(element))
return
def get_urgent_tickets(rt_object):
"""
This function will return the list of urgent tickets.
To be an urgent ticket it must:
- Be in the DIR-INBOX
- Have status 'new'
- Have the cf.{ditic-urgent} == yes
:param rt_object:
:return:
"""
query = '"cf.{is - informatica e sistemas}" = "dir-inbox" AND "cf.{ditic - urgent}" = "yes"' \
'AND Owner = "nobody"'
# Get the information from the server.
try:
return get_list_of_tickets(rt_object, query, detail=False)
except ValueError:
return []
def search_tickets(rt_object, search):
"""
Search for tickets that match those criteria.
The search will focus on those fields:
- Requestors.EmailAddress
- Subject
- cf{servico}
- cc
- admincc
- Requestor.Name
- Requestor.RealName
The tickets must be under the following restrictions:
- Belongs to Queue General
- Must have "CF.{IS - Informatica e Sistemas}" equal to DIR or DIR-INBOX
- Must be created or updated on the last 90 days
:param rt_object: RTApi object
:param search: the search criteria
:return:
"""
config = DITICConfig()
# Search last 30 days.
previous_date = (date.today() - timedelta(90)).isoformat()
# The search string
query = 'Queue = "General" AND ( "CF.{IS - Informatica e Sistemas}" = "DIR" ' \
'OR "CF.{IS - Informatica e Sistemas}" = "DIR-INBOX" ) AND ' \
'( Lastupdated > "'+previous_date+'" OR Created > "'+previous_date+'") ' \
'AND ( Requestor.EmailAddress LIKE "%'+search+'%" '
for query_items in [
'Subject', 'cf.{servico}', 'cc', 'admincc', 'Requestor.Name',
'Requestor.RealName'
]:
query += ' OR %s LIKE "%%%s%%" ' % (query_items, search)
query += ')'
# Get the information from the server.
try:
response = get_list_of_tickets(rt_object, query)
except NameError as e:
raise ValueError('Error: ' + str(e))
except ValueError:
return {
'no_result': True,
'number_tickets': 'No results...',
'tickets': {},
}
number_tickets = len(response)
for line in response:
try:
auxiliary_date = strptime(line['lastupdated'])
auxiliary_date = '%02d/%02d' % (auxiliary_date.tm_mon,
auxiliary_date.tm_mday)
except ValueError:
auxiliary_date = 0
line['auxiliary_date'] = auxiliary_date
result = group_result_by(response, 'auxiliary_date')
email_limit = config.get_email_limits(search)
return {
'no_result': False,
'tickets': result,
'number_tickets': number_tickets,
'email_limit': email_limit,
}
def ticket_actions(rt_object, ticket_id, action, ticket_email, user_email):
"""
In this function we will apply the ticket action requested by user.
It is possible to change the ticket priority, owner, etc.
:param rt_object: rt object for querying (must be users authenticated)
:param ticket_id: The ticket we want to see possible actions
:param action: the action requested.
:param ticket_email: The ticket owner (we need this because of the special user dir, dir-inbox and unknown)
:param user_email: the user email who is requesting this action (we need this to take a ticket)
:return: RT result (I think we must change this output!)
"""
# First of all, get the actual ticket information
query = 'id = "%s"' % ticket_id
# Get the information from the server.
try:
ticket_line = get_list_of_tickets(rt_object, query)[0]
except NameError as e:
return 'Error:' + str(e)
# There is so much to be done. So this is the default answer.
result = 'Still working on it... sorry for the inconvenience!'
# INCREASE PRIORITY ##############################
if action == 'increase_priority':
result = modify_ticket(
rt_object, ticket_id,
{'priority': str(int(ticket_line['priority']) + 1)})
# DECREASE PRIORITY ##############################
elif action == 'decrease_priority':
result = modify_ticket(
rt_object, ticket_id,
{'priority': str(int(ticket_line['priority']) - 1)})
# BACK ##############################
elif action == 'back':
if ticket_email == 'dir-inbox':
result = modify_ticket(rt_object, ticket_id, {
'cf.{is - informatica e sistemas}': 'dir',
})
elif ticket_line['status'] == 'new':
result = modify_ticket(
rt_object, ticket_id, {
'owner': 'nobody',
'cf.{is - informatica e sistemas}': 'dir-inbox',
})
elif ticket_line['status'] == 'open':
result = modify_ticket(
rt_object, ticket_id, {
'timeworked':
calculate_time_worked(ticket_line) + ' minutes',
'starts': '0',
'status': 'new',
'cf.{is - informatica e sistemas}': 'in',
})
elif ticket_line['status'] == 'stalled':
result = modify_ticket(
rt_object, ticket_id, {
'starts': ctime(time()),
'status': 'new',
'cf.{is - informatica e sistemas}': 'in',
})
# FORWARD ##############################
elif action == 'forward':
if ticket_email == 'dir':
result = modify_ticket(
rt_object, ticket_id, {
'cf.{is - informatica e sistemas}': 'dir-inbox',
})
elif ticket_line['status'] == 'new':
result = modify_ticket(
rt_object, ticket_id, {
'starts': ctime(time()),
'status': 'open',
'cf.{is - informatica e sistemas}': 'active',
})
elif ticket_line['status'] == 'open':
print "status open, action forward"
result = modify_ticket(
rt_object, ticket_id, {
'timeworked':
calculate_time_worked(ticket_line) + ' minutes',
'starts': '0',
'status': 'resolved',
'cf.{is - informatica e sistemas}': 'done',
})
# STALLED ##############################
elif action == 'stalled':
if ticket_line['status'] == 'open':
result = modify_ticket(
rt_object, ticket_id, {
'timeworked':
calculate_time_worked(ticket_line) + ' minutes',
'starts': '0',
'status': 'stalled',
'cf.{is - informatica e sistemas}': 'stalled',
})
# TAKE ##############################
elif action == 'take':
result = modify_ticket(
rt_object, ticket_id, {
'owner': user_email,
'status': 'new',
'cf.{is - informatica e sistemas}': 'in',
})
# URGENT ##############################
elif action == 'set_urgent':
result = modify_ticket(rt_object, ticket_id, {
'cf.{DITIC-Urgent}': 'yes',
})
elif action == 'unset_urgent':
result = modify_ticket(rt_object, ticket_id, {
'cf.{DITIC-Urgent}': 'no',
})
# Interrupted ##############################
elif action == 'interrupted':
if ticket_line['cf.{ditic-interrupted}']:
interrupted = int(ticket_line['cf.{ditic-interrupted}']) + 1
else:
interrupted = 1
result = modify_ticket(rt_object, ticket_id, {
'cf.{DITIC-Interrupted}': str(interrupted),
})
return ticket_actions(rt_object, ticket_id, 'back', ticket_email,
user_email)
return {'action_result': result}
def __generate_summary_file(rt_object, list_emails, list_status):
"""
This function will search all tickets and generate a summary to be used by the summary report.
:param rt_object: the rt_object for accessing get_list_of_tickets
:param list_emails: A set with the known emails. It is a set to optimize the search
:param list_status: A list of available status
:return: summary (TODO: how it is done!)
"""
# Get the date from which we start searching tickets.
previous_date = (date.today() - timedelta(0)).isoformat()
# First step: search for all tickets of known emails
known_email_query = ''
for email in DITICConfig().get_email_to_user().keys():
if known_email_query:
known_email_query += ' OR '
known_email_query += ' Owner = "%s" ' % email
email_query = ' AND ('+known_email_query+') '
# Get the information from the server.
try:
response = get_list_of_tickets(rt_object, r'Queue = "general" AND ( Resolved > "%s" '
r'OR Status != "deleted" ) %s' % (previous_date, email_query))
except ValueError as e:
raise ValueError('Error1:' + str(e))
# Second step: search for all tickets of DIR and DIR-INBOX
try:
response += get_list_of_tickets(rt_object, r'Queue = "general" AND ( "CF.{IS - Informatica e Sistemas}" = "DIR"'
r'OR "CF.{IS - Informatica e Sistemas}" = "DIR-INBOX" )'
r'AND Owner = "nobody" AND Status != "resolved" '
r'AND Status != "deleted" ')
except ValueError as e:
#raise ValueError('Error:2' + str(e))
pass
# Third step: search for all tickets of unknown emails
known_email_query = ''
for email in DITICConfig().get_email_to_user().keys():
known_email_query += ' AND Owner != "%s" ' % email
email_query = known_email_query+' AND Owner != "nobody" '
# Get the information from the server.
try:
response += get_list_of_tickets(rt_object, '''
Queue = "general" AND Status != "deleted"
AND ( "CF.{IS - Informatica e Sistemas}" = "DIR"'
OR "CF.{IS - Informatica e Sistemas}" = "DIR-INBOX" )
%s
''' % email_query)
except ValueError as e:
if str(e) != 'no matching results.':
raise ValueError('Error:3' + str(e))
# Lets create summary dictionary
summary = dict()
summary['unknown'] = {status: 0 for status in list_status}
summary['dir'] = {status: 0 for status in list_status}
summary['dir-inbox'] = {status: 0 for status in list_status}
group_by_email = group_result_by(response, 'owner')
for email in sorted(group_by_email.keys()):
group_by_status = group_result_by(group_by_email[email], 'status')
# If this email is known, then identify it
# If user is nobody, then it can be DIR or DIR-INBOX
# Otherwise, it is unknown!
if email in list_emails:
summary[email] = {status: 0 for status in list_status}
elif email == 'nobody':
pass
else:
email = 'unknown'
# Count the number of tickets in every status for this email
for status in sorted(group_by_status.keys()):
if email == 'nobody':
group_by_cf = group_result_by(group_by_status[status], 'cf.{is - informatica e sistemas}')
summary['dir'][status] += len(group_by_cf.get('dir', ''))
summary['dir-inbox'][status] += len(group_by_cf.get('dir-inbox', ''))
else:
summary[email][status] += len(group_by_status[status])
return summary
def test_get_list_of_tickets_ok():
rt_object = RTApiMock()
rt_object.set_return(
[
u'rt/4.0.6 200 ok', u'',
u'id: ticket/887677',
u'queue: general',
u'owner: [email protected]',
u'creator: [email protected]',
u'subject: create rt dashboard',
u'status: open',
u'priority: 26',
u'initialpriority: 25',
u'finalpriority: 75',
u'requestors: [email protected]',
u'cc:',
u'admincc:',
u'created: wed jul 15 21:17:29 2015',
u'starts: fri jul 24 13:08:34 2015',
u'started: wed jul 15 21:17:38 2015',
u'due: not set',
u'resolved: sun jul 19 02:29:03 2015',
u'told: not set',
u'lastupdated: fri jul 24 13:08:14 2015',
u'timeestimated: 0',
u'timeworked: 1026 minutes',
u'timeleft: 0',
u'cf.{servico}: csc-gsiic',
u'cf.{n\xba de equipamento}:',
u'cf.{tipo interven\xe7\xe3o}:',
u'cf.{is - informatica e sistemas}: dir-inbox',
u'cf.{sistema}:',
u'cf.{estado gsiic}:',
u'cf.{prioridade do requerente}:',
u'cf.{notas}:',
u'cf.{tipo de pedido}:',
u'cf.{linkreport}: relatorio'
]
)
# Test if everything is ok...
result = get_list_of_tickets(rt_object, 'Owner = "*****@*****.**" and Status == "open"')
assert result == [
{
u'status': u'open',
u'resolved': u'sun jul 19 02:29:03 2015',
u'cf.{n\xba de equipamento}': u'',
u'creator': u'*****@*****.**',
u'cc': u'',
u'started': u'wed jul 15 21:17:38 2015',
u'requestors': u'*****@*****.**',
u'cf.{servico}': u'csc-gsiic',
u'owner': u'*****@*****.**',
u'cf.{is - informatica e sistemas}': u'dir-inbox',
'id': u'887677',
u'subject': u'create rt dashboard',
u'queue': u'general',
u'cf.{sistema}': u'',
u'timeleft': u'0',
u'cf.{tipo de pedido}': u'',
u'cf.{prioridade do requerente}': u'',
u'created': u'wed jul 15 21:17:29 2015',
u'cf.{notas}': u'',
u'starts': u'fri jul 24 13:08:34 2015',
u'due': u'not set',
u'lastupdated': u'fri jul 24 13:08:14 2015',
u'timeworked': u'1026 minutes',
u'priority': u'26',
u'admincc': u'', u'cf.{tipo interven\xe7\xe3o}': u'',
u'cf.{estado gsiic}': u'', u'timeestimated': u'0',
u'initialpriority': u'25', u'finalpriority': u'75',
u'cf.{linkreport}': u'relatorio',
u'told': u'not set'
}
]
def __generate_summary_file(rt_object, list_emails, list_status):
"""
This function will search all tickets and generate a summary to be used by the summary report.
:param rt_object: the rt_object for accessing get_list_of_tickets
:param list_emails: A set with the known emails. It is a set to optimize the search
:param list_status: A list of available status
:return: summary (TODO: how it is done!)
"""
# Get the date from which we start searching tickets.
previous_date = (date.today() - timedelta(0)).isoformat()
# First step: search for all tickets of known emails
known_email_query = ''
for email in DITICConfig().get_email_to_user().keys():
if known_email_query:
known_email_query += ' OR '
known_email_query += ' Owner = "%s" ' % email
email_query = ' AND (' + known_email_query + ') '
# Get the information from the server.
try:
response = get_list_of_tickets(
rt_object, r'Queue = "general" AND ( Resolved > "%s" '
r'OR ( Status != "resolved" '
r'AND Status != "deleted" ) ) %s' % (previous_date, email_query))
except ValueError as e:
raise ValueError('Error1:' + str(e))
# Second step: search for all tickets of DIR and DIR-INBOX
try:
response += get_list_of_tickets(
rt_object,
r'Queue = "general" AND ( "CF.{IS - Informatica e Sistemas}" = "INBOX"'
r'OR "CF.{IS - Informatica e Sistemas}" = "INBOX" )'
r'AND Owner = "nobody" AND Status != "resolved" '
r'AND Status != "deleted" ')
except ValueError as e:
#raise ValueError('Error:2' + str(e))
pass
# Third step: search for all tickets of unknown emails
known_email_query = ''
for email in DITICConfig().get_email_to_user().keys():
known_email_query += ' AND Owner != "%s" ' % email
email_query = known_email_query + ' AND Owner != "nobody" '
# Get the information from the server.
try:
response += get_list_of_tickets(
rt_object, '''
Queue = "general" AND Status != "resolved" AND Status != "deleted"
AND ( "CF.{IS - Informatica e Sistemas}" = "INBOX"'
OR "CF.{IS - Informatica e Sistemas}" = "INBOX" )
%s
''' % email_query)
except ValueError as e:
if str(e) != 'no matching results.':
raise ValueError('Error:3' + str(e))
# Lets create summary dictionary
summary = dict()
summary['unknown'] = {status: 0 for status in list_status}
summary['inbox'] = {status: 0 for status in list_status}
#summary['dir-inbox'] = {status: 0 for status in list_status}
group_by_email = group_result_by(response, 'owner')
for email in sorted(group_by_email.keys()):
group_by_status = group_result_by(group_by_email[email], 'status')
# If this email is known, then identify it
# If user is nobody, then it can be DIR or DIR-INBOX
# Otherwise, it is unknown!
if email in list_emails:
summary[email] = {status: 0 for status in list_status}
elif email == 'nobody':
pass
else:
email = 'unknown'
# Count the number of tickets in every status for this email
for status in sorted(group_by_status.keys()):
if email == 'nobody':
group_by_cf = group_result_by(
group_by_status[status],
'cf.{is - informatica e sistemas}')
#summary['dir'][status] += len(group_by_cf.get('dir', ''))
summary['inbox'][status] += len(group_by_cf.get('inbox', ''))
else:
summary[email][status] += len(group_by_status[status])
return summary
def test_get_list_of_tickets_no_results():
rt_object = RTApiMock()
rt_object.set_return(['no matching results.'])
with pytest.raises(ValueError) as value_error:
get_list_of_tickets(rt_object, 'Owner = "*****@*****.**" and Status == "open"')
assert 'no matching results.' in str(value_error)
def user_tickets_details(rt_object, email):
query = 'Owner = "'+email+'" AND Queue = "general" '
config = DITICConfig()
# If the user is dir, then build the search
if email == 'dir':
query = 'Queue = "general" AND "CF.{IS - Informatica e Sistemas}" = "DIR" AND Owner = "Nobody" AND ' \
'Status != "deleted" '
# If the user is dir-inbox, then search for it
elif email == 'dir-inbox':
query = 'Queue = "general" AND "CF.{IS - Informatica e Sistemas}" = "DIR-INBOX" AND Owner = "Nobody" AND ' \
'Status != "deleted" '
# If the user is unknown, then search all users but those that we already know
elif email == 'unknown':
query = 'Queue = "general" AND "CF.{IS - Informatica e Sistemas}" LIKE "DIR%" AND ' \
'Status != "deleted" '
for user in config.get_email_to_user().keys():
query += 'AND Owner != "'+user+'" '
query += 'AND Owner != "Nobody"'
# Otherwise, check if user is not known...
elif not config.check_if_email_exist(email):
raise ValueError('Unknown email/user:'******' AND Status != "deleted" '
# Get the information from the server.
try:
response = get_list_of_tickets(rt_object, query)
except ValueError as e:
response = []
if email == 'dir' or email == 'dir-inbox' or email == 'unknown':
number_tickets_per_status = {email: len(response)}
result = group_result_by(response, 'priority')
for priority in result:
for line in result[priority]:
create_ticket_possible_actions(config, line, email, number_tickets_per_status)
else:
# Get some statistics
response_grouped_by_status = group_result_by(response, 'status')
number_tickets_per_status = {}
for status in response_grouped_by_status:
number_tickets_per_status[status] = len(response_grouped_by_status[status])
result = {}
for status in response_grouped_by_status:
grouped_by_priority = group_result_by(response_grouped_by_status[status], 'priority')
result[status] = grouped_by_priority
for priority in grouped_by_priority:
for line in grouped_by_priority[priority]:
create_ticket_possible_actions(config, line, email, number_tickets_per_status)
# The user limits...
email_limit = config.get_email_limits(email)
return {
'tickets': result,
'number_tickets_per_status': number_tickets_per_status,
'email_limit': email_limit,
}
def search_tickets(rt_object, search):
"""
Search for tickets that match those criteria.
The search will focus on those fields:
- Requestors.EmailAddress
- Subject
- cf{servico}
- cc
- admincc
- Requestor.Name
- Requestor.RealName
The tickets must be under the following restrictions:
- Belongs to Queue General
- Must have "CF.{IS - Informatica e Sistemas}" equal to DIR or DIR-INBOX
- Must be created or updated on the last 90 days
:param rt_object: RTApi object
:param search: the search criteria
:return:
"""
config = DITICConfig()
# Search last 30 days.
previous_date = (date.today() - timedelta(90)).isoformat()
# The search string
query = 'Queue = "General" AND ( "CF.{IS - Informatica e Sistemas}" = "DIR" ' \
'OR "CF.{IS - Informatica e Sistemas}" = "DIR-INBOX" ) AND ' \
'( Lastupdated > "'+previous_date+'" OR Created > "'+previous_date+'") ' \
'AND ( Requestor.EmailAddress LIKE "%'+search+'%" '
for query_items in ['Subject', 'cf.{servico}', 'cc', 'admincc', 'Requestor.Name', 'Requestor.RealName']:
query += ' OR %s LIKE "%%%s%%" ' % (query_items, search)
query += ')'
# Get the information from the server.
try:
response = get_list_of_tickets(rt_object, query)
except NameError as e:
raise ValueError('Error: '+str(e))
except ValueError:
return {
'no_result': True,
'number_tickets': 'No results...',
'tickets': {},
}
number_tickets = len(response)
for line in response:
try:
auxiliary_date = strptime(line['lastupdated'])
auxiliary_date = '%02d/%02d' % (auxiliary_date.tm_mon, auxiliary_date.tm_mday)
except ValueError:
auxiliary_date = 0
line['auxiliary_date'] = auxiliary_date
result = group_result_by(response, 'auxiliary_date')
email_limit = config.get_email_limits(search)
return {
'no_result': False,
'tickets': result,
'number_tickets': number_tickets,
'email_limit': email_limit,
}
def ticket_actions(rt_object, ticket_id, action, ticket_email, user_email):
"""
In this function we will apply the ticket action requested by user.
It is possible to change the ticket priority, owner, etc.
:param rt_object: rt object for querying (must be users authenticated)
:param ticket_id: The ticket we want to see possible actions
:param action: the action requested.
:param ticket_email: The ticket owner (we need this because of the special user dir, dir-inbox and unknown)
:param user_email: the user email who is requesting this action (we need this to take a ticket)
:return: RT result (I think we must change this output!)
"""
# First of all, get the actual ticket information
query = 'id = "%s"' % ticket_id
# Get the information from the server.
try:
ticket_line = get_list_of_tickets(rt_object, query)[0]
except NameError as e:
return 'Error:'+str(e)
# There is so much to be done. So this is the default answer.
result = 'Still working on it... sorry for the inconvenience!'
# INCREASE PRIORITY ##############################
if action == 'increase_priority':
result = modify_ticket(
rt_object,
ticket_id,
{
'priority': str(int(ticket_line['priority']) + 1)
}
)
# DECREASE PRIORITY ##############################
elif action == 'decrease_priority':
result = modify_ticket(
rt_object,
ticket_id,
{
'priority': str(int(ticket_line['priority']) - 1)
}
)
# BACK ##############################
elif action == 'back':
if ticket_email == 'dir-inbox':
result = modify_ticket(
rt_object,
ticket_id,
{
'cf.{is - informatica e sistemas}': 'dir',
}
)
elif ticket_line['status'] == 'new':
result = modify_ticket(
rt_object,
ticket_id,
{
'owner': 'nobody',
'cf.{is - informatica e sistemas}': 'dir-inbox',
}
)
elif ticket_line['status'] == 'open':
result = modify_ticket(
rt_object,
ticket_id,
{
'timeworked': calculate_time_worked(ticket_line) + ' minutes',
'starts': '0',
'status': 'new',
'cf.{is - informatica e sistemas}': 'in',
}
)
elif ticket_line['status'] == 'stalled':
result = modify_ticket(
rt_object,
ticket_id,
{
'starts': ctime(time()),
'status': 'new',
'cf.{is - informatica e sistemas}': 'in',
}
)
# FORWARD ##############################
elif action == 'forward':
if ticket_email == 'dir':
result = modify_ticket(
rt_object,
ticket_id,
{
'cf.{is - informatica e sistemas}': 'dir-inbox',
}
)
elif ticket_line['status'] == 'new':
result = modify_ticket(
rt_object,
ticket_id,
{
'starts': ctime(time()),
'status': 'open',
'cf.{is - informatica e sistemas}': 'active',
}
)
elif ticket_line['status'] == 'open':
print "status open, action forward"
result = modify_ticket(
rt_object,
ticket_id,
{
'timeworked': calculate_time_worked(ticket_line) + ' minutes',
'starts': '0',
'status': 'resolved',
'cf.{is - informatica e sistemas}': 'done',
}
)
# STALLED ##############################
elif action == 'stalled':
if ticket_line['status'] == 'open':
result = modify_ticket(
rt_object,
ticket_id,
{
'timeworked': calculate_time_worked(ticket_line) + ' minutes',
'starts': '0',
'status': 'stalled',
'cf.{is - informatica e sistemas}': 'stalled',
}
)
# TAKE ##############################
elif action == 'take':
result = modify_ticket(
rt_object,
ticket_id,
{
'owner': user_email,
'status': 'new',
'cf.{is - informatica e sistemas}': 'in',
}
)
# URGENT ##############################
elif action == 'set_urgent':
result = modify_ticket(
rt_object,
ticket_id,
{
'cf.{DITIC-Urgent}': 'yes',
}
)
elif action == 'unset_urgent':
result = modify_ticket(
rt_object,
ticket_id,
{
'cf.{DITIC-Urgent}': 'no',
}
)
# Interrupted ##############################
elif action == 'interrupted':
if ticket_line['cf.{ditic-interrupted}']:
interrupted = int(ticket_line['cf.{ditic-interrupted}']) + 1
else:
interrupted = 1
result = modify_ticket(
rt_object,
ticket_id,
{
'cf.{DITIC-Interrupted}': str(interrupted),
}
)
return ticket_actions(rt_object, ticket_id, 'back', ticket_email, user_email)
return {
'action_result': result
}
def test_get_list_of_tickets_invalid_query():
rt_object = RTApiMock()
rt_object.set_return(['invalid query:'])
with pytest.raises(ValueError) as value_error:
get_list_of_tickets(rt_object, 'Owner = "*****@*****.**" and Status == "open"')
assert 'invalid query' in str(value_error)
def user_tickets_details(rt_object, email):
query = 'Owner = "' + email + '" AND Queue = "general" '
config = DITICConfig()
# If the user is dir, then build the search
if email == 'dir':
query = 'Queue = "general" AND "CF.{IS - Informatica e Sistemas}" = "DIR" AND Owner = "Nobody" AND ' \
'Status != "deleted" '
# If the user is dir-inbox, then search for it
elif email == 'dir-inbox':
query = 'Queue = "general" AND "CF.{IS - Informatica e Sistemas}" = "DIR-INBOX" AND Owner = "Nobody" AND ' \
'Status != "deleted" '
# If the user is unknown, then search all users but those that we already know
elif email == 'unknown':
query = 'Queue = "general" AND "CF.{IS - Informatica e Sistemas}" LIKE "DIR%" AND ' \
'Status != "deleted" '
for user in config.get_email_to_user().keys():
query += 'AND Owner != "' + user + '" '
query += 'AND Owner != "Nobody"'
# Otherwise, check if user is not known...
elif not config.check_if_email_exist(email):
raise ValueError('Unknown email/user:'******' AND Status != "deleted" '
# Get the information from the server.
try:
response = get_list_of_tickets(rt_object, query)
except ValueError as e:
response = []
if email == 'dir' or email == 'dir-inbox' or email == 'unknown':
number_tickets_per_status = {email: len(response)}
result = group_result_by(response, 'priority')
for priority in result:
for line in result[priority]:
create_ticket_possible_actions(config, line, email,
number_tickets_per_status)
else:
# Get some statistics
response_grouped_by_status = group_result_by(response, 'status')
number_tickets_per_status = {}
for status in response_grouped_by_status:
number_tickets_per_status[status] = len(
response_grouped_by_status[status])
result = {}
for status in response_grouped_by_status:
grouped_by_priority = group_result_by(
response_grouped_by_status[status], 'priority')
result[status] = grouped_by_priority
for priority in grouped_by_priority:
for line in grouped_by_priority[priority]:
create_ticket_possible_actions(config, line, email,
number_tickets_per_status)
# The user limits...
email_limit = config.get_email_limits(email)
return {
'tickets': result,
'number_tickets_per_status': number_tickets_per_status,
'email_limit': email_limit,
}
def test_get_list_of_tickets_invalid_username_or_password():
rt_object = RTApiMock()
rt_object.set_return(['your username or password is incorrect'])
with pytest.raises(ValueError) as value_error:
get_list_of_tickets(rt_object, 'Owner = "*****@*****.**" and Status == "open"')
assert 'your username or password is incorrect' in str(value_error)
#!/usr/bin/env python
from ditic_kanban.config import DITICConfig
from ditic_kanban.rt_api import get_list_of_tickets
from ditic_kanban.rt_api import RTApi
myconfig = DITICConfig()
system = myconfig.get_system()
email_rt_api = RTApi(system['server'], system['username'], system['password'])
#query = 'Owner = "*****@*****.**" and Status = "rejected"'
query = '"cf.{is - informatica e sistemas}" not like "dir" and "cf.{is - informatica e sistemas}" not like "dir-inbox"'
response = get_list_of_tickets(email_rt_api, query)
print response
print len(response)
def ticket_actions(rt_object, ticket_id, action, ticket_email, user_email):
"""
In this function we will apply the ticket action requested by user.
It is possible to change the ticket priority, owner, etc.
:param rt_object: rt object for querying (must be users authenticated)
:param ticket_id: The ticket we want to see possible actions
:param action: the action requested.
:param ticket_email: The ticket owner (we need this because of the special user dir, dir-inbox and unknown)
:param user_email: the user email who is requesting this action (we need this to take a ticket)
:return: RT result (I think we must change this output!)
"""
# First of all, get the actual ticket information
query = 'id = "%s"' % ticket_id
# Get the information from the server.
try:
ticket_line = get_list_of_tickets(rt_object, query)[0]
except NameError as e:
return "Error:" + str(e)
# There is so much to be done. So this is the default answer.
result = "Still working on it... sorry for the inconvenience!"
# INCREASE PRIORITY ##############################
if action == "increase_priority":
result = modify_ticket(rt_object, ticket_id, {"priority": str(int(ticket_line["priority"]) + 1)})
# DECREASE PRIORITY ##############################
elif action == "decrease_priority":
result = modify_ticket(rt_object, ticket_id, {"priority": str(int(ticket_line["priority"]) - 1)})
# BACK ##############################
elif action == "back":
if ticket_email == "dir-inbox":
result = modify_ticket(rt_object, ticket_id, {"cf.{is - informatica e sistemas}": "dir"})
elif ticket_line["status"] == "new":
result = modify_ticket(
rt_object, ticket_id, {"owner": "nobody", "cf.{is - informatica e sistemas}": "dir-inbox"}
)
elif ticket_line["status"] == "open":
result = modify_ticket(
rt_object,
ticket_id,
{"timeworked": calculate_time_worked(ticket_line) + " minutes", "starts": "0", "status": "new"},
)
elif ticket_line["status"] == "rejected":
result = modify_ticket(rt_object, ticket_id, {"starts": ctime(time()), "status": "open"})
elif ticket_line["status"] == "stalled":
result = modify_ticket(rt_object, ticket_id, {"starts": ctime(time()), "status": "open"})
elif ticket_line["status"] == "resolved":
result = modify_ticket(rt_object, ticket_id, {"starts": ctime(time()), "status": "open"})
# FORWARD ##############################
elif action == "forward":
if ticket_email == "dir":
result = modify_ticket(rt_object, ticket_id, {"cf.{is - informatica e sistemas}": "dir-inbox"})
elif ticket_line["status"] == "new":
result = modify_ticket(rt_object, ticket_id, {"starts": ctime(time()), "status": "open"})
elif ticket_line["status"] == "open":
result = modify_ticket(
rt_object,
ticket_id,
{"timeworked": calculate_time_worked(ticket_line) + " minutes", "starts": "0", "status": "resolved"},
)
elif ticket_line["status"] == "resolved":
result = modify_ticket(rt_object, ticket_id, {"status": "archived"})
# STALLED ##############################
elif action == "stalled":
if ticket_line["status"] == "open":
result = modify_ticket(
rt_object,
ticket_id,
{"timeworked": calculate_time_worked(ticket_line) + " minutes", "starts": "0", "status": "stalled"},
)
# TAKE ##############################
elif action == "take":
result = modify_ticket(rt_object, ticket_id, {"owner": user_email, "status": "new"})
# URGENT ##############################
elif action == "set_urgent":
result = modify_ticket(rt_object, ticket_id, {"cf.{DITIC-Urgent}": "yes"})
elif action == "unset_urgent":
result = modify_ticket(rt_object, ticket_id, {"cf.{DITIC-Urgent}": ""})
# Interrupted ##############################
elif action == "interrupt":
print "Interrupt!"
a = datetime.datetime.now()
if ticket_line["cf.{ditic-interrupted}"]:
interrupted = int(ticket_line["cf.{ditic-interrupted}"]) + 1
else:
interrupted = 1
result = modify_ticket(
rt_object,
ticket_id,
{
"cf.{DITIC-Interrupted}": str(interrupted),
"cf.{DITIC-interrupted-time}": "%s %s %s %s %s %s"
% (a.year, a.month, a.day, a.hour, a.minute, a.second),
},
)
elif action == "back_interrupt":
print "BackInterrupt!-> %s" % ticket_line["cf.{ditic-interrupted-time}"]
if ticket_line["cf.{ditic-interrupted}"]:
interrupted = int(ticket_line["cf.{ditic-interrupted}"]) + 1
tempo = calculaTempo(ticket_line["cf.{ditic-total-interrupt}"], ticket_line["cf.{ditic-interrupted-time}"])
result = modify_ticket(
rt_object, ticket_id, {"cf.{DITIC-Interrupted}": str(interrupted), "cf.{DITIC-total-interrupt}": tempo}
)
# return ticket_actions(rt_object, ticket_id, 'back', ticket_email, user_email)
return {"action_result": result}
