def process_calls():
"""
Go through all "Back Office Third Party/CSC" calls, classifying if open or closed
:return:
"""
try:
sdplus_api = API(os.environ['SDPLUS_ADMIN'], 'http://sdplus/sdpapi/')
if not sdplus_api:
raise KeyError
except KeyError:
print(
'Windows environment varible for "SDPLUS_ADMIN" (the API key for sdplus) wasn\'t found. \n'
'Please correct using ""setx SDPLUS_ADMIN <insert your own SDPLUS key here>" in a command line.'
)
sys.exit(1)
result = []
all_queues = sdplus_api.request_get_requests(
'Back Office Third Party/CSC_QUEUE')
for each_call in all_queues:
conversations = sdplus_api.request_get_all_conversations(
each_call['workorderid'])
each_call['classification'] = classify_call(conversations)
each_call['Others involved'] = find_all_people_involved(
conversations, each_call['requester'])
each_call['CSC open/reopen date'] = find_date_csc_opened_call(
conversations)
each_call['CSC severity'] = find_csc_severity(conversations)
result.append(each_call)
return result
class RequestGeneralTest(unittest.TestCase):
def setUp(self):
self.sdplus_api = API(sdplus_api_key, sdplus_base_url)
def test_requests_get_requests(self):
result = self.sdplus_api.request_get_requests()
self.assertEqual(result['response_status'], 'Success')
def test_request_get_request_filters(self):
result = self.sdplus_api.request_get_request_filters()
self.assertEqual(result['response_status'], 'Success')
class NotesTest(unittest.TestCase):
def setUp(self):
self.sdplus_api = API(sdplus_api_key, sdplus_base_url)
fields = {
'reqtemplate':
'Default Request', # or 'General IT Request' which has supplier ref, but also Due by Date,
'requesttype':
'Service Request',
'status':
'Hold - Awaiting Third Party',
'requester':
'Simon Crouch',
'mode':
'@Southmead Retained Estate', # site
'best contact number':
'-',
'Exact Location':
'white room',
'group':
'Back Office Third Party/CSC',
'assignee':
'Simon Crouch',
'subject':
'This is a test call only - please ignore',
'description':
'This is a test call only (description) - please ignore',
'service':
'.Lorenzo/Galaxy - IT Templates', # Service Category
'category':
'Clinical Applications Incident', # Self Service Incident
'subcategory':
'Lorenzo',
'impact':
'3 Impacts Department',
'urgency':
'3 Business Operations Slightly Affected - Requires response within 8 hours of created time'
}
result = self.sdplus_api.request_add(fields)
self.request_id = result['workorderid']
print('(Created call ' + self.request_id + ')')
def tearDown(self):
result = self.sdplus_api.request_delete(self.request_id)
print(result['response_status'])
def test_note_add(self):
result = self.sdplus_api.note_add(self.request_id,
text='Test note add')
self.assertEqual(result['response_status'], 'Success')
def test_note_view_all(self):
result = self.sdplus_api.note_view_all(self.request_id)
self.assertEqual(result['response_status'], 'Success')
class TechnicianTest(unittest.TestCase):
def setUp(self):
self.sdplus_api = API(sdplus_api_key, sdplus_base_url)
def test_technician_get_all(self):
result = self.sdplus_api.technician_get_all()
self.assertEqual(result['response_status'], 'Success')
class RequestSpecificTest(unittest.TestCase):
def setUp(self):
self.sdplus_api = API(sdplus_api_key, sdplus_base_url)
self.request_id = '198952'
self.conversation_id = '577291'
self.notification_id = '855331'
def test_request_get_conversation(self):
result = self.sdplus_api.request_get_conversation(
self.request_id, self.conversation_id)
self.assertEqual(result['response_status'], 'Success')
def test_request_get_notification(self):
result = self.sdplus_api.request_get_notification(
self.request_id, self.notification_id)
self.assertEqual(result['response_status'], 'Success')
class CustomTest(unittest.TestCase):
def setUp(self):
self.sdplus_api = API(sdplus_api_key, sdplus_base_url)
self.request_id = '198952'
def test_request_assign_name(self):
result = self.sdplus_api.request_assign_name('Simon Crouch',
self.request_id)
self.assertEqual(result['response_status'], 'Success')
class NotesSpecificTest(unittest.TestCase):
def setUp(self):
self.sdplus_api = API(sdplus_api_key, sdplus_base_url)
self.request_id = '198952'
self.note_id = '855331'
def test_note_view(self):
result = self.sdplus_api.note_view(self.request_id, self.note_id)
self.assertEqual(result['response_status'], 'Success')
def test_note_view_delete(self):
result = self.sdplus_api.note_delete(self.request_id, self.note_id)
self.assertEqual(result['response_status'], 'Success')
def test_note_edit(self):
result = self.sdplus_api.note_edit(self.request_id,
self.note_id,
text='Test note edit')
self.assertEqual(result['response_status'], 'Success')
def setUp(self):
self.attachment_path = r'c:\file.txt'
self.technician_id = '12345'
self.sdplus_api = API(sdplus_api_key, sdplus_base_url)
fields = {
'reqtemplate':
'Default Request', # or 'General IT Request' which has supplier ref, but also Due by Date,
'requesttype':
'Service Request',
'status':
'Hold - Awaiting Third Party',
'requester':
'Simon Crouch',
'mode':
'@Southmead Retained Estate', # site
'best contact number':
'-',
'Exact Location':
'white room',
'group':
'Back Office Third Party/CSC',
'assignee':
'Simon Crouch',
'subject':
'This is a test call only - please ignore',
'description':
'This is a test call only (description) - please ignore',
'service':
'.Lorenzo/Galaxy - IT Templates', # Service Category
'category':
'Clinical Applications Incident', # Self Service Incident
'subcategory':
'Lorenzo',
'impact':
'3 Impacts Department',
'urgency':
'3 Business Operations Slightly Affected - Requires response within 8 hours of created time'
}
result = self.sdplus_api.request_add(fields)
self.request_id = result['workorderid']
print('(Created call ' + self.request_id + ')')
def process_emails(self):
"""
Process outlook folder for badly-formed sdplus emails, edit subject and resend to help desk
:return: None - Forwards emails appending ##131234## in subject and moves to a folder
"""
mapi = self.outlook.GetNamespace('MAPI')
# inbox = mapi.GetDefaultFolder(6) # 6=olFolderInbox=my own inbox
recipient = mapi.CreateRecipient('RM1048') # 'Alias' of IT Third Party Response
recipient.Resolve()
if recipient.Resolved:
# https://msdn.microsoft.com/en-us/library/office/ff869575.aspx
self.inbox = mapi.GetSharedDefaultFolder(recipient, 6)
messages = self.inbox.Items
self.sdplus_api = API(self.sdplus_api_key, self.sdplus_api_url)
print('Found ' + str(len(messages)) + ' messages to process:')
# mailItem.Move changes inbox.Items.Count on a normal loop, but working from count to 0 works well
for no in range(messages.Count-1, -1, -1):
message = messages[no]
hd = self.hd_ref_from_email(message)
# sdplus clean, subject
if re.search(self.sdplus_clean, message.Subject):
sdplus_found_number = re.search(self.sdplus_clean, message.Subject).group(1)
print(sdplus_found_number + ': sdplus clean, subject')
if self.sdplus_valid(sdplus_found_number):
self.update_sdplus(sdplus_found_number, 'Supplier Ref', hd)
self.slack_warn_if_not_assigned(sdplus_found_number)
self.send_move(message)
# sdplus, subject
elif re.search(self.sdplus_csc, message.Subject):
sdplus_found_number = re.search(self.sdplus_csc, message.Subject).group(1)
print(sdplus_found_number + ': sdplus, subject')
if self.sdplus_valid(sdplus_found_number):
self.update_sdplus(sdplus_found_number, 'Supplier Ref', hd)
self.slack_warn_if_not_assigned(sdplus_found_number)
self.send_move(message, ' ##' + sdplus_found_number + '##')
# sdplus, body
elif re.search(self.sdplus_csc, message.Body):
sdplus_found_number = re.search(self.sdplus_csc, message.Body).group(1)
print(sdplus_found_number + ': sdplus, body')
if self.sdplus_valid(sdplus_found_number):
self.update_sdplus(sdplus_found_number, 'Supplier Ref', hd)
self.slack_warn_if_not_assigned(sdplus_found_number)
self.send_move(message, ' ##' + sdplus_found_number + '##')
# sdplus, body, remove_no #s
elif re.search(self.sdplus_csc, message.Body.replace('#', '')):
sdplus_found_number = re.search(self.sdplus_csc, message.Body.replace('#', '')).group(1)
print(sdplus_found_number + ': sdplus, body, remove_no #s')
if self.sdplus_valid(sdplus_found_number):
self.update_sdplus(sdplus_found_number, 'Supplier Ref', hd)
self.slack_warn_if_not_assigned(sdplus_found_number)
self.send_move(message, ' ##' + sdplus_found_number + '##')
else:
print("Can't work out sdplus number")
class OutlookSDPlus:
"""
Process outlook folder for manage engine helpdesk number, confirm number is valid, forward email into Manage Engine
appending the local reference number with ##s
"""
def __init__(self):
print('Remedy email processor v' + __version__)
self.outlook = win32com.client.Dispatch('Outlook.Application')
self.inbox = None
self.sdplus_api = None
self.sdplus_api_key = os.environ['SDPLUS_ADMIN']
self.sdplus_api_url = 'http://sdplus/sdpapi/request/'
self.sdplus_clean = r'(?:##)(\d{6})(?:##)' # clean sdplus number is group 1 as group(0)=entire match
self.sdplus_csc = r'(?:NBNT|NBNTSD)(\d{6})' # clean sdplus number is group 1
self.hd_ref = r'(?:HD0*)(\d{7}\b)' # clean 7 digit HD number is group 1 (match HD, 0 or infinite zeros, ref)
self.service_desk_to = '*****@*****.**'
self.destination_folder_name = 'Processed'
self.slack = SlackAPI()
def process_emails(self):
"""
Process outlook folder for badly-formed sdplus emails, edit subject and resend to help desk
:return: None - Forwards emails appending ##131234## in subject and moves to a folder
"""
mapi = self.outlook.GetNamespace('MAPI')
# inbox = mapi.GetDefaultFolder(6) # 6=olFolderInbox=my own inbox
recipient = mapi.CreateRecipient('RM1048') # 'Alias' of IT Third Party Response
recipient.Resolve()
if recipient.Resolved:
# https://msdn.microsoft.com/en-us/library/office/ff869575.aspx
self.inbox = mapi.GetSharedDefaultFolder(recipient, 6)
messages = self.inbox.Items
self.sdplus_api = API(self.sdplus_api_key, self.sdplus_api_url)
print('Found ' + str(len(messages)) + ' messages to process:')
# mailItem.Move changes inbox.Items.Count on a normal loop, but working from count to 0 works well
for no in range(messages.Count-1, -1, -1):
message = messages[no]
hd = self.hd_ref_from_email(message)
# sdplus clean, subject
if re.search(self.sdplus_clean, message.Subject):
sdplus_found_number = re.search(self.sdplus_clean, message.Subject).group(1)
print(sdplus_found_number + ': sdplus clean, subject')
if self.sdplus_valid(sdplus_found_number):
self.update_sdplus(sdplus_found_number, 'Supplier Ref', hd)
self.slack_warn_if_not_assigned(sdplus_found_number)
self.send_move(message)
# sdplus, subject
elif re.search(self.sdplus_csc, message.Subject):
sdplus_found_number = re.search(self.sdplus_csc, message.Subject).group(1)
print(sdplus_found_number + ': sdplus, subject')
if self.sdplus_valid(sdplus_found_number):
self.update_sdplus(sdplus_found_number, 'Supplier Ref', hd)
self.slack_warn_if_not_assigned(sdplus_found_number)
self.send_move(message, ' ##' + sdplus_found_number + '##')
# sdplus, body
elif re.search(self.sdplus_csc, message.Body):
sdplus_found_number = re.search(self.sdplus_csc, message.Body).group(1)
print(sdplus_found_number + ': sdplus, body')
if self.sdplus_valid(sdplus_found_number):
self.update_sdplus(sdplus_found_number, 'Supplier Ref', hd)
self.slack_warn_if_not_assigned(sdplus_found_number)
self.send_move(message, ' ##' + sdplus_found_number + '##')
# sdplus, body, remove_no #s
elif re.search(self.sdplus_csc, message.Body.replace('#', '')):
sdplus_found_number = re.search(self.sdplus_csc, message.Body.replace('#', '')).group(1)
print(sdplus_found_number + ': sdplus, body, remove_no #s')
if self.sdplus_valid(sdplus_found_number):
self.update_sdplus(sdplus_found_number, 'Supplier Ref', hd)
self.slack_warn_if_not_assigned(sdplus_found_number)
self.send_move(message, ' ##' + sdplus_found_number + '##')
else:
print("Can't work out sdplus number")
def sdplus_valid(self, sdplus_ref):
result = self.sdplus_api.send(sdplus_ref, 'GET_REQUEST')
if result['response_status'] == 'Success':
return True
else:
print('SDPlus number found (' + sdplus_ref + ') is not valid.')
return False
def hd_ref_from_email(self, message):
if re.search(self.hd_ref, message.Subject):
return re.search(self.hd_ref, message.Subject).group(1)
if re.search(self.hd_ref, message.Body):
return re.search(self.hd_ref, message.Body).group(1)
def update_sdplus(self, sdplus_ref, field, value):
call_current_values = self.sdplus_api.send(sdplus_ref, 'GET_REQUEST')
if field in call_current_values or field.lower() in call_current_values:
response = self.sdplus_api.send(sdplus_ref, 'EDIT_REQUEST', {field: value})
if response['response_status'] == 'Success':
return True
else:
return False
def _is_assigned(self, sdplus):
# Check if sdplus call has an Assignee
call_details = self.sdplus_api.send(sdplus, 'GET_REQUEST')
call_details = dict((k.lower(), v) for k, v in call_details.items())
if call_details['technician']:
return True
else:
return False
def slack_warn_if_not_assigned(self, sdplus_ref):
if not self._is_assigned(sdplus_ref):
sdplus_href = '<http://sdplus/WorkOrder.do?woMode=viewWO&woID={sdplus_ref}|{sdplus_ref}>'\
.format(sdplus_ref=sdplus_ref)
# Send message to backoffice group, with @mitch, @simon, @paul
self.slack.send('G1FBB4L68', 'Hey <@U1FBYK4BZ>, <@U1F4X362D>, <@U1FA6DMFV> - CSC have responded '
'to SDPlus {0}, but this is currently unassigned...'.format(sdplus_href))
def send_move(self, mail_item, append_to_subject=''):
new_mail = mail_item.Forward()
new_mail.To = self.service_desk_to
if append_to_subject:
new_mail.Subject += append_to_subject
self.remove_signature(new_mail)
self.insert_line_at_top(new_mail, 'To respond to CSC, please use: ', '*****@*****.**')
print('Sending.')
new_mail.Send()
print('Moving.')
mail_item.Move(self.inbox.Folders(self.destination_folder_name))
print('Processed mail successfully.')
@staticmethod
def remove_signature(mail_object):
"""
Most not possible without this link:
https://msdn.microsoft.com/en-us/library/dd492012(v=office.12).aspx
:param mail_object: mailItem object
:return: (removes signature)
"""
# Remove my default signature
# https://msdn.microsoft.com/en-us/library/dd492012(v=office.12).aspx
print('Attempting to remove_no signature.')
if mail_object.BodyFormat == 1: # Plain Text:
find_text = '-----Original Message-----'
mail_object.Body = mail_object.Body[mail_object.Body.find(find_text) + len(find_text):]
if mail_object.BodyFormat == 2 or mail_object.BodyFormat == 3: # HTML or RTF
try:
active_inspector = mail_object.GetInspector
word_doc = active_inspector.WordEditor
word_bookmark = word_doc.Bookmarks('_MailAutoSig')
if word_bookmark:
word_bookmark.Select()
word_doc.Windows(1).Selection.Delete() # (HTMLBody property only updated after Display() is called)
# assumes you will later call active_inspector.Close(0) (necessary if not calling .Display())
print('Signature removal success.')
except pywintypes.com_error:
print('Failed to remove_no signature.')
return
@staticmethod
def insert_line_at_top(mail_obj, line, email):
"""
Most not possible without this link:
https://msdn.microsoft.com/en-us/library/dd492012(v=office.12).aspx
:param mail_obj: mailItem object
:param line: Line to put in top of email
:param email: Email to immediate right of line
:return: (updates mailItem object)
"""
if mail_obj.BodyFormat == 1: # Plain text
mail_obj.Body = line + email + '\n' + mail_obj.Body
elif mail_obj.BodyFormat == 2 or mail_obj.BodyFormat == 3: # HTML or RTF
active_inspector = mail_obj.GetInspector
word_doc = active_inspector.WordEditor
word_selection = word_doc.Windows(1).Selection
word_selection.Move(6, -1) # 6=wdStory. Move to beginning
word_doc.Characters(1).InsertBefore(line)
word_selection.Move(5, 1) # 5=wdLine. Move down 1 line
word_selection.Move(1, -1) # 1=wdCharacter. Move back 1
word_doc.Hyperlinks.Add(word_selection.Range, 'mailto:' + email, '', '', email, '')
active_inspector.Close(0) # olSave = 0, olDiscard = 1, olPromptForSave = 2
def __init__(self, key, base_url):
self.__version__ = '0.2'
API.__init__(self, key, base_url)
def setUp(self):
self.sdplus_api = API(sdplus_api_key, sdplus_base_url)
def setUp(self):
self.sdplus_api = API(sdplus_api_key, sdplus_base_url)
self.request_id = '198952'
class RequestTest(unittest.TestCase):
def setUp(self):
self.attachment_path = r'c:\file.txt'
self.technician_id = '12345'
self.sdplus_api = API(sdplus_api_key, sdplus_base_url)
fields = {
'reqtemplate':
'Default Request', # or 'General IT Request' which has supplier ref, but also Due by Date,
'requesttype':
'Service Request',
'status':
'Hold - Awaiting Third Party',
'requester':
'Simon Crouch',
'mode':
'@Southmead Retained Estate', # site
'best contact number':
'-',
'Exact Location':
'white room',
'group':
'Back Office Third Party/CSC',
'assignee':
'Simon Crouch',
'subject':
'This is a test call only - please ignore',
'description':
'This is a test call only (description) - please ignore',
'service':
'.Lorenzo/Galaxy - IT Templates', # Service Category
'category':
'Clinical Applications Incident', # Self Service Incident
'subcategory':
'Lorenzo',
'impact':
'3 Impacts Department',
'urgency':
'3 Business Operations Slightly Affected - Requires response within 8 hours of created time'
}
result = self.sdplus_api.request_add(fields)
self.request_id = result['workorderid']
print('(Created call ' + self.request_id + ')')
def tearDown(self):
result = self.sdplus_api.request_delete(self.request_id)
print(result['response_status'])
def test_request_close(self):
self.sdplus_api.request_pickup(self.request_id)
result = self.sdplus_api.request_close(self.request_id, True)
self.assertEqual(result['response_status'], 'Success')
def test_request_edit(self):
result = self.sdplus_api.request_edit(
self.request_id,
{'subject': 'Test subject - now edited successfully'})
self.assertEqual(result['response_status'], 'Success')
def test_request_view(self):
result = self.sdplus_api.request_view(self.request_id)
self.assertEqual(result['response_status'], 'Success')
def test_request_get_conversations(self):
result = self.sdplus_api.request_get_conversations(self.request_id)
self.assertEqual(result['response_status'], 'Success')
def test_request_add_attachment(self):
result = self.sdplus_api.request_add_attachment(
self.request_id, self.attachment_path)
self.assertEqual(result['response_status'], 'Success')
def test_request_add_resolution(self):
result = self.sdplus_api.request_adding_resolution(
self.request_id, 'Resolution test text add')
self.assertEqual(result['response_status'], 'Success')
def test_request_pickup(self):
print(self.test_request_pickup.__name__)
result = self.sdplus_api.request_pickup(self.request_id)
self.assertEqual(result['response_status'], 'Success')
def test_request_assign(self):
result = self.sdplus_api.request_assign(self.request_id,
self.technician_id)
self.assertEqual(result['response_status'], 'Success')
def test_request_reply(self):
fields = {
'to': '*****@*****.**',
'cc': '*****@*****.**',
'subject': 'subject test reply',
'description': 'Test description reply'
}
result = self.sdplus_api.request_reply(self.request_id, fields)
self.assertEqual(result['response_status'], 'Success')
def test_request_get_notifications(self):
result = self.sdplus_api.request_get_notifications(self.request_id)
self.assertEqual(result['response_status'], 'Success')
def test_request_get_all_conversations(self):
result = self.sdplus_api.request_get_all_conversations(self.request_id)
self.assertEqual(result['response_status'], 'Success')
def test_request_editing_resolution(self):
self.sdplus_api.request_adding_resolution(self.request_id,
'Resolution text on create')
result = self.sdplus_api.request_editing_resolution(
self.request_id, 'Resolution test text edit')
self.assertEqual(result['response_status'], 'Success')
def test_request_get_resolution(self):
self.sdplus_api.request_adding_resolution(self.request_id,
'Resolution text on create')
result = self.sdplus_api.request_get_resolution(self.request_id)
self.assertEqual(result['response_status'], 'Success')
def setUp(self):
self.sdplus_api = API(sdplus_api_key, sdplus_base_url)
self.request_id = '198952'
self.conversation_id = '577291'
self.notification_id = '855331'
