class ZenWorker(object):
def __init__(self, url, email, api, search_string):
self.zendesk = Zendesk(url, zdesk_email=email, zdesk_api=api)
self.barcode_re = re.compile(r"barcode\s(\d+)")
self.username_re = re.compile(r"assigned_to\s(\w+)")
self.search = search_string
self.me = self.zendesk.users_me()['user']
def run(self):
"""
Iterates through the tickets found by SEARCH_STRING and
"""
try:
result = self.zendesk.search(query=self.search, get_all_pages=True)
except Exception as exc:
logging.error("encountered an exception during a zendesk search: %s", str(exc))
return
logging.debug("found %s tickets in the queue", str(result['count']))
tickets = {}
# iterating over the tickets which haven't been touched
for ticket in result['results']:
try:
comments = self.zendesk.ticket_comments(ticket_id=ticket['id'])
except Exception as exc:
logging.error("encountered an error %s while trying to fetch comments "
"for ticket: %s", str(exc), str(ticket['id']))
# check if it's open and there's a cmment from a human
if ticket['status'] == 'open' and comments.get("count", 0) > 1: #and
#comments['comments'][-1].get('author_id') != self.me['id']):
logging.info("ticket %s is open and has comments", str(ticket['id']))
continue
# get the user, barcode and ticket id
user_match = self.username_re.search(ticket['description'])
barcode_match = self.barcode_re.search(ticket['description'])
if not (user_match and barcode_match):
continue
# TODO: uncomment
user = user_match.group(1)
barcode = barcode_match.group(1)
tickets[ticket['id']] = TicketData(user, barcode, ticket['status'])
return tickets
def update_ticket(self, ticket_id, message):
"""
Updates a ticket with given ticket_id with a message.
"""
data = {
"ticket": {
"id": ticket_id,
"comment": {
"public": True,
"body": message
}
}
}
response = self.zendesk.ticket_update(ticket_id, data)
logging.debug(response)
def sync_remote(*args, **kwargs):
zendesk = Zendesk(
settings.ZENDESK_BASE_URL,
settings.ZENDESK_EMAIL,
settings.ZENDESK_PASSWORD,
api_version=settings.ZENDESK_API_VERSION,
)
field_names = Ticket.get_all_field_names("pk", "_fields")
queryfmt = "type:ticket organization_id:{0.organization_external}"
for company in Company.objects.all():
next_page = True
page = 1
registers = []
while next_page:
try:
results = zendesk.search(query=queryfmt.format(company), page=page)
except ZendeskError as err:
# view does not exist
if "error" in err.msg and err.error_code == 404:
break
if "results" not in results:
break
for ticket in results["results"]:
params = {}
for name in field_names:
params[name] = ticket[name]
obj = None
try:
obj = Ticket.objects.get(pk=params["id"])
for name, value in params.iteritems(): # update
setattr(obj, name, value)
except Ticket.DoesNotExist:
obj = Ticket.objects.create(**params)
finally:
obj.fields = ticket["fields"]
obj.save()
registers.append(obj.pk)
next_page = results.get("next_page", False)
page += 1
# database clean
Ticket.objects.filter(organization_id=company.organization_external).exclude(pk__in=registers).delete()
return Ticket.objects.count()
def zdeskNotify(self):
room = "55a12b9bb82d04e3b232a99c"
zendesk = Zendesk(**testconfig)
results = zendesk.search(query='type:ticket sort:desc', page=1)
for ticket in results['results']:
if ticket['status'] == 'solved':
#send message to ws
#print "Hey man problem resolved"
self.sayAnswer(room, "Андрей, мы нашли проблему и все исправили, пишите если опять будет регулярно повторяться проблема")
ticket_id = ticket['id']
data = {
"ticket": {
"id": ticket_id,
"status": "closed"
}
}
response = zendesk.ticket_update(ticket_id, data)
#self.sayAnswer(room, "ticket %s closed" % ticket_id)
print "tiket %s closed" % ticket_id
} } result = zendesk.group_create(data=new_group) group_id = get_id_from_url(result) # Show zendesk.group_show(id=group_id) # Delete zendesk.group_delete(id=group_id) ################################################################ # TAGS ################################################################ # List zendesk.tags_list() ################################################################ # TICKET TYPES ################################################################ zendesk.ticket_fields_list() ################################################################ # SEARCH ################################################################ results = zendesk.search(query='type:ticket sort:desc', page=1)
'agent': 123
},
]
}
}
result = zendesk.group_create(data=new_group)
group_id = get_id_from_url(result)
# Show
zendesk.group_show(id=group_id)
# Delete
zendesk.group_delete(id=group_id)
################################################################
## TAGS
################################################################
# List
zendesk.tags_list()
################################################################
## TICKET TYPES
################################################################
zendesk.ticket_fields_list()
################################################################
## SEARCH
################################################################
results = zendesk.search(query='type:ticket sort:desc', page=1)
def zdgrab(verbose=False,
tickets=None,
work_dir=os.path.join(os.path.expanduser('~'), 'zdgrab'),
agent='me',
ss_host=None,
ss_id=None,
ss_secret=None,
ss_command=None):
"Download attachments from Zendesk tickets."
# SendsafelyGrab will only be invoked if the comment body contains a link.
# See the corresponding REGEX used by them, which has been ported to Python:
# https://github.com/SendSafely/Windows-Client-API/blob/master/SendsafelyAPI/Utilities/ParseLinksUtility.cs
ss_link_re = r'https://[-a-zA-Z\.]+/receive/\?[-A-Za-z0-9&=]+packageCode=[-A-Za-z0-9_]+#keyCode=[-A-Za-z0-9_]+'
ss_link_pat = re.compile(ss_link_re)
vp = verbose_printer(verbose)
cfg = zdgrab.getconfig()
if cfg['zdesk_url'] and (
cfg['zdesk_oauth'] or
(cfg['zdesk_email'] and cfg['zdesk_password']) or
(cfg['zdesk_email'] and cfg['zdesk_api'])
):
vp.print('Configuring Zendesk with:\n'
' url: {}\n'
' email: {}\n'
' token: {}\n'
' password/oauth/api: (hidden)\n'.format(cfg['zdesk_url'],
cfg['zdesk_email'],
repr(cfg['zdesk_token'])))
zd = Zendesk(**cfg)
else:
msg = textwrap.dedent("""\
Error: Need Zendesk config to continue.
Config file (~/.zdeskcfg) should be something like:
[zdesk]
url = https://example.zendesk.com
email = [email protected]
api = dneib393fwEF3ifbsEXAMPLEdhb93dw343
# or
# oauth = ndei393bEwF3ifbEsssX
[zdgrab]
agent = [email protected]
""")
print(msg)
return 1
# Log the cfg
vp.print('Running with zdgrab config:\n'
' verbose: {}\n'
' tickets: {}\n'
' work_dir: {}\n'
' agent: {}\n'.format(verbose, tickets, work_dir, agent))
# tickets=None means default to getting all of the attachments for this
# user's open tickets. If tickets is given, try to split it into ints
if tickets:
# User gave a list of tickets
try:
tickets = [int(i) for i in tickets.split(',')]
except ValueError:
print('Error: Could not convert to integers: {}'.format(tickets))
return 1
# dict of paths to attachments retrieved to return. format is:
# { 'path/to/ticket/1': [ 'path/to/attachment1', 'path/to/attachment2' ],
# 'path/to/ticket/2': [ 'path/to/attachment1', 'path/to/attachment2' ] }
grabs = {}
# Save the current directory so we can go back once done
start_dir = os.getcwd()
# Normalize all of the given paths to absolute paths
work_dir = os.path.abspath(work_dir)
# Check for and create working directory
if not os.path.isdir(work_dir):
os.makedirs(work_dir)
# Change to working directory to begin file output
os.chdir(work_dir)
vp.print('Retrieving tickets')
if tickets:
# tickets given, query for those
response = zd.tickets_show_many(ids=','.join([s for s in map(str, tickets)]),
get_all_pages=True)
result_field = 'tickets'
else:
# List of tickets not given. Get all of the attachments for all of this
# user's open tickets.
q = 'status<solved assignee:{}'.format(agent)
response = zd.search(query=q, get_all_pages=True)
result_field = 'results'
if response['count'] == 0:
# No tickets from which to get attachments
print("No tickets provided for attachment retrieval.")
return {}
else:
vp.print("Located {} tickets".format(response['count']))
results = response[result_field]
# Fix up some headers to use for downloading the attachments.
# We're going to borrow the zdesk object's httplib client.
headers = {}
if zd.zdesk_email is not None and zd.zdesk_password is not None:
headers["Authorization"] = "Basic {}".format(
base64.b64encode(zd.zdesk_email.encode('ascii') + b':' +
zd.zdesk_password.encode('ascii')))
# Get the attachments from the given zendesk tickets
for ticket in results:
if result_field == 'results' and ticket['result_type'] != 'ticket':
# This is not actually a ticket. Weird. Skip it.
continue
vp.print('Ticket {}'.format(ticket['id']))
ticket_dir = os.path.join(work_dir, str(ticket['id']))
ticket_com_dir = os.path.join(ticket_dir, 'comments')
comment_num = 0
response = zd.ticket_audits(ticket_id=ticket['id'],
get_all_pages=True)
audits = response['audits']
for audit in audits:
for event in audit['events']:
if event['type'] != 'Comment':
# This event isn't a comment. Skip it.
continue
comment_num += 1
comment_dir = os.path.join(ticket_com_dir, str(comment_num))
for attachment in event['attachments']:
name = attachment['file_name']
if os.path.isfile(os.path.join(comment_dir, name)):
vp.print(' Attachment {} already present'.format(name))
continue
# Get this attachment
vp.print(' Downloading attachment {}'.format(name))
# Check for and create the download directory
if not os.path.isdir(comment_dir):
os.makedirs(comment_dir)
os.chdir(comment_dir)
response = zd.client.request('GET',
attachment['content_url'],
headers=headers)
if response.status_code != 200:
print('Error downloading {}'.format(
attachment['content_url']))
continue
with open(name, 'wb') as f:
f.write(response.content)
# Check for and create the grabs entry to return
if ticket_dir not in grabs:
grabs[ticket_dir] = []
grabs[ticket_dir].append(
os.path.join('comments', str(comment_num), name))
# Let's try to extract this if it's compressed
zdsplode(name, verbose=verbose)
if ss_command:
if not ss_link_pat.search(event['body']):
# Don't bother invoking SendSafelyGrab if the body has
# no SendSafely links.
continue
try:
ss_output = subprocess.check_output(ss_command.split() + ["-v",
"-h", ss_host, "-k", ss_id, "-s", ss_secret,
"-d", comment_dir, event['body']],
stderr=sys.stderr)
if ss_output:
# Check for and create the grabs entry to return
if ss_output and (ticket_dir not in grabs):
grabs[ticket_dir] = []
for name in ss_output.splitlines():
namestr = name.decode()
grabs[ticket_dir].append(
os.path.join('comments', str(comment_num), namestr))
# Let's try to extract this if it's compressed
os.chdir(comment_dir)
zdsplode(namestr, verbose=verbose)
except subprocess.CalledProcessError:
# SendSafelyGrab.exe will print its own errors
pass
os.chdir(start_dir)
return grabs
class Command(BaseCommand):
option_list = BaseCommand.option_list + (
make_option(
'--to-csv',
action='store_true',
dest='to-csv',
default=False,
help='Export all relevant zendesk items to csv file'),
)
def handle(self, *args, **options):
self.load_settings()
self.init_zen()
if options["to-csv"]:
self.to_csv()
def load_settings(self):
with open(os.path.expanduser("~/.hmcts-zendesk"), "r") as config_file:
self.settings = yaml.load(config_file.read())
def init_csv(self, f, dialect=csv.excel):
self.writer = csv.writer(f, dialect=dialect)
def init_zen(self):
self.zendesk = Zendesk(
self.settings["url"],
self.settings["email"],
self.settings["password"])
def get_all_fieldnames(self):
return \
SIMPLE_FIELDS + \
NEWLINE_FIELDS + \
STRUCTURED_FIELDS
def to_csv(self):
self.outfile = self.settings.get('outfile', 'zendump.csv')
self.batch_size = 100
with open(self.outfile, "wb") as f:
self.init_csv(f)
self.writerow(self.get_all_fieldnames()) # CSV Header
for ticket in self.yield_tickets():
self.writerow(self.ticket_to_row(ticket))
def writerow(self, row):
self.writer.writerow([
cell.encode("utf-8")
for cell in row])
def ticket_to_row(self, ticket):
return \
self.get_simple_fields(ticket) + \
self.get_newline_fields(ticket) + \
self.get_structured_fields(ticket)
def parse_simple_field(self, field):
if field is None:
return ""
else:
try:
return field.encode("utf-8")
except AttributeError: # ints
return str(field).encode("utf-8")
def get_simple_fields(self, ticket):
return [
self.parse_simple_field(ticket.get(field))
for field in SIMPLE_FIELDS]
def parse_newline_field(self, field):
return field or ""
def get_newline_fields(self, ticket):
return [
self.parse_newline_field(ticket.get(field))
for field in NEWLINE_FIELDS]
def parse_structured_field(self, field):
if field is None:
return ""
else:
try:
return field.encode("utf-8")
except AttributeError: # ints
return str(field).encode("utf-8")
def get_structured_fields(self, ticket):
return [
self.parse_structured_field(ticket.get(field))
for field in STRUCTURED_FIELDS]
def yield_tickets(self):
"""Generates batches of tickets"""
for raw_query in self.settings["raw_queries"]:
first_page = self.zendesk.search(raw_query=raw_query)
for item in first_page["results"]:
yield item
count = first_page["count"]
print "{} tickets from ZenDesk match filter.".format(count)
page_count, remainder = divmod(count, self.batch_size)
page_count = page_count + 1 if remainder else page_count
for page_id in range(2, page_count):
qpage = " page:{}".format(page_id)
page = self.zendesk.search(raw_query=raw_query + qpage)
for item in page["results"]:
yield item
def zdgrab(verbose=False,
tickets=None,
work_dir=os.path.join(os.path.expanduser('~'), 'zdgrab'),
agent='me'):
"Download attachments from Zendesk tickets."
cfg = zdgrab.getconfig()
if cfg['zdesk_url'] and cfg['zdesk_email'] and cfg['zdesk_password']:
if verbose:
print('Configuring Zendesk with:\n'
' url: {}\n'
' email: {}\n'
' token: {}\n'
' password: (hidden)\n'.format( cfg['zdesk_url'],
cfg['zdesk_email'],
repr(cfg['zdesk_token']) ))
zd = Zendesk(**cfg)
else:
msg = textwrap.dedent("""\
Error: Need Zendesk config to continue.
Config file (~/.zdeskcfg) should be something like:
[zdesk]
url = https://example.zendesk.com
email = [email protected]
password = dneib393fwEF3ifbsEXAMPLEdhb93dw343
token = 1
[zdgrab]
agent = [email protected]
""")
print(msg)
return 1
# Log the cfg
if verbose:
print('Running with zdgrab config:\n'
' verbose: {}\n'
' tickets: {}\n'
' work_dir: {}\n'
' agent: {}\n'.format(verbose, tickets, work_dir, agent))
# tickets=None means default to getting all of the attachments for this
# user's open tickets. If tickets is given, try to split it into ints
if tickets:
# User gave a list of tickets
try:
tickets = [int(i) for i in tickets.split(',')]
except ValueError:
print('Error: Could not convert to integers: {}'.format(tickets))
return 1
# dict of paths to attachments retrieved to return. format is:
# { 'path/to/ticket/1': [ 'path/to/attachment1', 'path/to/attachment2' ],
# 'path/to/ticket/2': [ 'path/to/attachment1', 'path/to/attachment2' ] }
grabs = {}
# Save the current directory so we can go back once done
start_dir = os.getcwd()
# Normalize all of the given paths to absolute paths
work_dir = os.path.abspath(work_dir)
# Check for and create working directory
if not os.path.isdir(work_dir):
os.makedirs(work_dir)
# Change to working directory to begin file output
os.chdir(work_dir)
if verbose:
print('Retrieving tickets')
if tickets:
# tickets given, query for those
response = zd.tickets_show_many(ids=','.join([s for s in map(str,tickets)]),
get_all_pages=True)
result_field = 'tickets'
else:
# List of tickets not given. Get all of the attachments for all of this
# user's open tickets.
q = 'status<solved assignee:{}'.format(agent)
response = zd.search(query=q, get_all_pages=True)
result_field = 'results'
if response['count'] == 0:
# No tickets from which to get attachments
print("No tickets provided for attachment retrieval.")
return {}
results = response[result_field]
# Fix up some headers to use for downloading the attachments.
# We're going to borrow the zdesk object's httplib client.
headers = {}
if zd.zdesk_email is not None and zd.zdesk_password is not None:
headers["Authorization"] = "Basic {}".format(
base64.b64encode(zd.zdesk_email.encode('ascii') + b':' +
zd.zdesk_password.encode('ascii')))
# Get the attachments from the given zendesk tickets
for ticket in results:
if result_field == 'results' and ticket['result_type'] != 'ticket':
# This is not actually a ticket. Weird. Skip it.
continue
if verbose:
print('Ticket {}'.format(ticket['id']))
ticket_dir = os.path.join(work_dir, str(ticket['id']))
ticket_com_dir = os.path.join(ticket_dir, 'comments')
comment_num = 0
if verbose:
print('Retrieving audits')
response = zd.ticket_audits(ticket_id=ticket['id'],
get_all_pages=True)
audits = response['audits']
for audit in audits:
for event in audit['events']:
if event['type'] != 'Comment':
# This event isn't a comment. Skip it.
continue
comment_num += 1
comment_dir = os.path.join(ticket_com_dir, str(comment_num))
if verbose and event['attachments']:
print('Comment {}'.format(comment_num))
for attachment in event['attachments']:
name = attachment['file_name']
if os.path.isfile(os.path.join(comment_dir, name)):
if verbose:
print('Attachment {} already present'.format(name))
continue
# Get this attachment
if verbose:
print('Attachment {}'.format(name))
# Check for and create the download directory
if not os.path.isdir(comment_dir):
os.makedirs(comment_dir)
os.chdir(comment_dir)
response = zd.client.request('GET',
attachment['content_url'],
headers=headers)
if response.status_code != 200:
print('Error downloading {}'.format(attachment['content_url']))
continue
with open(name, 'wb') as f:
f.write(response.content)
# Check for and create the grabs entry to return
if ticket_dir not in grabs:
grabs[ticket_dir] = []
grabs[ticket_dir].append(
os.path.join('comments', str(comment_num), name) )
# Let's try to extract this if it's compressed
zdsplode(name, verbose=verbose)
os.chdir(start_dir)
return grabs
