def create_comment(self, ticket_id, desc, privacy, files=[]):
"""
# | Function to create comment for the given ticket id
# |
# | Arguments:
# | <ticket_id>: Ticket id
# | <desc>: description, Comment description
# |
# | Returns: Comment object
"""
user_id = self._get_zendesk_user_id()
if not user_id:
# | If user is False, then there is no email for the user
# | in that case throw error
raise ZendeskError(403, "No email address found for the user")
author_id = user_id
#If no attachments are present
if not files:
#Passing the contents for comment creation
#We set the comment privacy via the public option(Privacy options are Public reply/Internal Note)
data = {
"author_id": author_id,
"body": desc,
"public": privacy,
}
else:
#Enter this loop if there are attachments
#Fetching the token list by passing the list of files
token_list = self.create_attachment(files)
#Passing the contents for comment creation
#We set the comment privacy via the public option(Privacy options are Public reply/Internal Note)
#We also pass the token list via uploads option
data = {
"author_id": author_id,
"body": desc,
"public": privacy,
"uploads": token_list
}
try:
comment = Comment(**data)
ticket = Ticket(id=ticket_id)
ticket.comment = comment
created_comment = self._zenpy.tickets.update(ticket)
return created_comment
except Exception as e:
LOG.error(str(e))
raise ZendeskError(str(e))
def create_ticket(zc, ticket_content, user_map, status_map):
# Check if any users were not imported from the provided user data and create basic accound if not
if ticket_content['submitter_id'] not in user_map:
user_map = create_basic_user(zc, id=ticket_content['submitter_id'], usr_dict=user_map)
if ticket_content['requester_id'] not in user_map:
user_map = create_basic_user(zc, id=ticket_content['requester_id'], usr_dict=user_map)
# Format list like strings in the data to proper python lists
tags = ticket_content['tags'] \
.replace("(", "") \
.replace(")", "") \
.replace("[", "") \
.replace("]", "") \
.replace("'", "")
tags = tags.split(",")
tags.append("RJC")
# Create ticket object
tik = Ticket(
id=int(ticket_content['id']),
created_at=ticket_content['created_at'],
subject=ticket_content['subject'],
status=status_map[ticket_content['status']],
submitter_id=user_map[ticket_content['submitter_id']],
requester_id=user_map[ticket_content['requester_id']],
updated_at=ticket_content["updated_at"],
due_at=ticket_content['due_at'],
tags=tags,
custom_fields={
1500004511962: ticket_content['dept'],
1500004439621: ticket_content['product information'],
1500004511982: int(ticket_content['emp id']),
1500004439641: ticket_content['start date'],
1500004439661: ticket_content['subscription'],
1500004439681: ticket_content['business name'],
1500004512022: ticket_content['about']
}
)
# Provided a generic assignee id if the data is not provided
if ticket_content['assignee_id'] not in user_map:
tik.assignee_id = "1507432183881"
# look up the foreign assignee_id in the user map
else:
tik.assignee_id = user_map[ticket_content['assignee_id']]
# Store the provided description as a comment object
tik.comment = Comment(body=ticket_content['description'], public=False)
# Create the ticket
zc.tickets.create(tik)
return user_map
def run(self, params={}):
client = self.connection.client
assignee_id = params.get("assignee_id") or None
collaborator_ids = params.get("collaborator_ids") or None
description = params.get("description") or None
due_at = params.get("due_at") or None
external_id = params.get("external_id") or None
group_id = params.get("group_id") or None
priority = (params.get("priority")) or None
if priority:
priority = priority.lower()
problem_id = params.get("problem_id") or None
recipient = params.get("recipient") or None
requester_id = params.get("requester_id") or None
status = (params.get("status")) or None
if status:
status = status.lower()
subject = params.get("subject") or None
tags = params.get("tags") or None
t_type = (params.get("type")) or None
if t_type:
t_type = t_type.lower()
ticket = Ticket(
assignee_id=assignee_id,
collaborator_ids=collaborator_ids,
description=description,
due_at=due_at,
external_id=external_id,
group_id=group_id,
priority=priority,
problem_id=problem_id,
recipient=recipient,
requester_id=requester_id,
status=status,
subject=subject,
tags=tags,
type=t_type,
)
if params.get("attachment"):
if params.get("attachment")["content"]:
upload_instance = client.attachments.upload(
params.get("attachment")["content"],
target_name=params.get("attachment")["filename"],
) # content_type=None, content_url=None, file_name=None
ticket.comment = Comment(body=params.get("description"),
uploads=[upload_instance.token])
returned_ticket = client.tickets.create(ticket).ticket
ticket_obj = {
"assignee_id": returned_ticket.assignee_id,
"brand_id": returned_ticket.brand_id,
"collaborator_ids": returned_ticket.collaborator_ids,
"created_at": returned_ticket.created_at,
"description": returned_ticket.description,
"due_at": returned_ticket.due_at,
"external_id": returned_ticket.external_id,
"forum_topic_id": returned_ticket.forum_topic_id,
"group_id": returned_ticket.group_id,
"has_incidents": returned_ticket.has_incidents,
"id": returned_ticket.id,
"organization_id": returned_ticket.organization_id,
"priority": returned_ticket.priority,
"problem_id": returned_ticket.problem_id,
"raw_subject": returned_ticket.raw_subject,
"recipient": returned_ticket.recipient,
"requester_id": returned_ticket.requester_id,
"sharing_agreement_ids": returned_ticket.sharing_agreement_ids,
"status": returned_ticket.status,
"subject": returned_ticket.subject,
"submitter_id": returned_ticket.submitter_id,
"tags": returned_ticket.tags,
"type": returned_ticket.type,
"updated_at": returned_ticket.updated_at,
"url": returned_ticket.url,
}
return ticket_obj
def run(self, params={}):
client = self.connection.client
assignee_id = params.get('assignee_id') or None
collaborator_ids = params.get('collaborator_ids') or None
description = params.get('description') or None
due_at = params.get('due_at') or None
external_id = params.get('external_id') or None
group_id = params.get('group_id') or None
priority = (params.get('priority')) or None
if priority:
priority = priority.lower()
problem_id = params.get('problem_id') or None
recipient = params.get('recipient') or None
requester_id = params.get('requester_id') or None
status = (params.get('status')) or None
if status:
status = status.lower()
subject = params.get('subject') or None
tags = params.get('tags') or None
t_type = (params.get('type')) or None
if t_type:
t_type = t_type.lower()
ticket = Ticket(assignee_id=assignee_id,
collaborator_ids=collaborator_ids,
description=description,
due_at=due_at,
external_id=external_id,
group_id=group_id,
priority=priority,
problem_id=problem_id,
recipient=recipient,
requester_id=requester_id,
status=status,
subject=subject,
tags=tags,
type=t_type)
if params.get('attachment'):
if params.get('attachment')['content']:
upload_instance = client.attachments.upload(
params.get('attachment')['content'],
target_name=params.get('attachment')['filename']
) # content_type=None, content_url=None, file_name=None
ticket.comment = Comment(body=params.get('description'),
uploads=[upload_instance.token])
returned_ticket = client.tickets.create(ticket).ticket
ticket_obj = {
'assignee_id': returned_ticket.assignee_id,
'brand_id': returned_ticket.brand_id,
'collaborator_ids': returned_ticket.collaborator_ids,
'created_at': returned_ticket.created_at,
'description': returned_ticket.description,
'due_at': returned_ticket.due_at,
'external_id': returned_ticket.external_id,
'forum_topic_id': returned_ticket.forum_topic_id,
'group_id': returned_ticket.group_id,
'has_incidents': returned_ticket.has_incidents,
'id': returned_ticket.id,
'organization_id': returned_ticket.organization_id,
'priority': returned_ticket.priority,
'problem_id': returned_ticket.problem_id,
'raw_subject': returned_ticket.raw_subject,
'recipient': returned_ticket.recipient,
'requester_id': returned_ticket.requester_id,
'sharing_agreement_ids': returned_ticket.sharing_agreement_ids,
'status': returned_ticket.status,
'subject': returned_ticket.subject,
'submitter_id': returned_ticket.submitter_id,
'tags': returned_ticket.tags,
'type': returned_ticket.type,
'updated_at': returned_ticket.updated_at,
'url': returned_ticket.url
}
return ticket_obj
