def submit_rt_ticket(obj, queue, subject, body, requestors, ticket_id_key):
"""Submit ticket to RT with the given parameters."""
from inspirehep.utils.tickets import get_instance
# Trick to prepare ticket body
body = "\n ".join([line.strip() for line in body.split("\n")])
rt_instance = get_instance() if cfg.get("PRODUCTION_MODE") else None
rt_queue = cfg.get("CFG_BIBCATALOG_QUEUES") or queue
recid = obj.extra_data.get("recid", "")
if not recid:
recid = obj.data.get("recid", "")
if not rt_instance:
obj.log.error("No RT instance available. Skipping!")
obj.log.info("Ticket submission ignored.")
else:
ticket_id = rt_instance.create_ticket(
Queue=rt_queue,
Subject=subject,
Text=body,
Requestors=requestors,
CF_RecordID=recid
)
obj.extra_data[ticket_id_key] = ticket_id
obj.log.info("Ticket {0} created:\n{1}".format(
ticket_id,
body.encode("utf-8", "ignore")
))
return True
def _close_ticket(obj, eng):
from inspirehep.utils.tickets import get_instance
ticket_id = obj.extra_data.get(ticket_id_key, "")
if not ticket_id:
obj.log.error("No ticket ID found!")
return
rt = get_instance()
if not rt:
obj.log.error("No RT instance available. Skipping!")
obj.log.info(
"Was going to close ticket {ticket_id}".format(
ticket_id=ticket_id,
)
)
return
try:
rt.edit_ticket(
ticket_id=ticket_id,
Status="resolved"
)
except IndexError:
# Probably already resolved, lets check
ticket = rt.get_ticket(ticket_id)
if ticket["Status"] != "resolved":
raise
obj.log.warning("Ticket is already resolved.")
def _reply_ticket(obj, eng):
from inspirehep.utils.tickets import get_instance
ticket_id = obj.extra_data.get("ticket_id", "")
if not ticket_id:
obj.log.error("No ticket ID found!")
return
user = User.query.get(obj.id_user)
if not user:
obj.log.error(
"No user found for object {0}, skipping ticket creation".format(
obj.id))
return
if template:
context = {}
if context_factory:
context = context_factory(user, obj)
body = render_template(
template,
**context
)
else:
# Body already rendered in reason.
body = obj.extra_data.get("reason").strip()
if not body:
obj.log.error("No body for ticket reply. Skipping reply.")
return
# Trick to prepare ticket body
body = "\n ".join([line.strip() for line in body.strip().split("\n")])
rt = get_instance()
if not rt:
obj.log.error("No RT instance available. Skipping!")
obj.log.info(
"Was going to reply to {ticket_id}\n\n{body}\n\n".format(
ticket_id=ticket_id,
body=body,
)
)
return
rt.reply(
ticket_id=ticket_id,
text=body,
)
if keep_new:
# We keep the state as new
rt.edit_ticket(
ticket_id=ticket_id,
Status="new"
)
def _reply_ticket(obj, eng):
from invenio_accounts.models import User
from invenio_workflows.errors import WorkflowError
from inspirehep.utils.tickets import get_instance
from flask import render_template
ticket_id = obj.extra_data.get("ticket_id", "")
if not ticket_id:
obj.log.error("No ticket ID found!")
return
if template:
# Body rendered by template.
user = User.query.get(obj.id_user)
context = {
"object": obj,
"user": user,
"author_name": obj.data.get("name").get("preferred_name"),
"reason": obj.extra_data.get("reason", ""),
"record_url": obj.extra_data.get("url", ""),
}
body = render_template(
template,
**context
)
else:
# Body already rendered in reason.
body = obj.extra_data.get("reason").strip()
if not body:
raise WorkflowError("No body for ticket reply")
# Trick to prepare ticket body
body = "\n ".join([line.strip() for line in body.strip().split("\n")])
rt = get_instance()
if not rt:
obj.log.error("No RT instance available. Skipping!")
else:
rt.reply(
ticket_id=ticket_id,
text=body,
)
obj.log.info("Reply created:\n{0}".format(
body.encode("utf-8", "ignore")
))
if keep_new:
# We keep the state as new
rt.edit_ticket(
ticket_id=ticket_id,
Status="new"
)
def _reply_ticket(obj, eng):
from inspirehep.utils.tickets import get_instance
from flask import render_template
ticket_id = obj.extra_data.get("ticket_id", "")
if not ticket_id:
obj.log.error("No ticket ID found!")
return
if template:
# Body rendered by template.
user = User.query.get(obj.id_user)
context = {
"object": obj,
"user": user,
"author_name": obj.data.get("name").get("preferred_name"),
"reason": obj.extra_data.get("reason", ""),
"record_url": obj.extra_data.get("url", ""),
}
body = render_template(
template,
**context
)
else:
# Body already rendered in reason.
body = obj.extra_data.get("reason").strip()
if not body:
raise WorkflowError("No body for ticket reply")
# Trick to prepare ticket body
body = "\n ".join([line.strip() for line in body.strip().split("\n")])
rt = get_instance()
if not rt:
obj.log.error("No RT instance available. Skipping!")
else:
rt.reply(
ticket_id=ticket_id,
text=body,
)
obj.log.info("Reply created:\n{0}".format(
body.encode("utf-8", "ignore")
))
if keep_new:
# We keep the state as new
rt.edit_ticket(
ticket_id=ticket_id,
Status="new"
)
def _reply_ticket(obj, eng):
from inspirehep.utils.tickets import get_instance
ticket_id = obj.extra_data.get("ticket_id", "")
if not ticket_id:
obj.log.error("No ticket ID found!")
return
user = User.query.get(obj.id_user)
if not user:
obj.log.error(
"No user found for object {0}, skipping ticket creation".
format(obj.id))
return
if template:
context = {}
if context_factory:
context = context_factory(user, obj)
body = render_template(template, **context)
else:
# Body already rendered in reason.
body = obj.extra_data.get("reason").strip()
if not body:
obj.log.error("No body for ticket reply. Skipping reply.")
return
# Trick to prepare ticket body
body = "\n ".join([line.strip() for line in body.strip().split("\n")])
rt = get_instance()
if not rt:
obj.log.error("No RT instance available. Skipping!")
obj.log.info(
"Was going to reply to {ticket_id}\n\n{body}\n\n".format(
ticket_id=ticket_id,
body=body,
))
return
rt.reply(
ticket_id=ticket_id,
text=body,
)
if keep_new:
# We keep the state as new
rt.edit_ticket(ticket_id=ticket_id, Status="new")
def submit_rt_ticket(obj, queue, subject, body, requestors, ticket_id_key):
"""Submit ticket to RT with the given parameters."""
rt_instance = get_instance() if current_app.config.get(
"PRODUCTION_MODE") else None
if not rt_instance:
obj.log.error("No RT instance available. Skipping!")
obj.log.info(
"Was going to submit: {subject}\n\n{body}\n\n"
"To: {requestors} Queue: {queue}".format(
queue=queue,
subject=subject,
requestors=requestors,
body=body
)
)
return
# Trick to prepare ticket body
body = "\n ".join([line.strip() for line in body.split("\n")])
rt_queue = current_app.config.get("BIBCATALOG_QUEUES") or queue
payload = dict(
Queue=rt_queue,
Subject=subject,
Text=body,
)
recid = obj.extra_data.get("recid") or obj.data.get("control_number") \
or obj.data.get("recid")
if recid:
payload['CF_RecordID'] = recid
# Check if requests is set and also ignore admin due to RT mail loop
if requestors and "*****@*****.**" not in requestors:
payload['requestors'] = requestors
ticket_id = rt_instance.create_ticket(**payload)
obj.extra_data[ticket_id_key] = ticket_id
obj.log.info("Ticket {0} created:\n{1}".format(
ticket_id,
body.encode("utf-8", "ignore")
))
return True
def submit_rt_ticket(obj, queue, subject, body, requestors, ticket_id_key):
"""Submit ticket to RT with the given parameters."""
rt_instance = get_instance() if current_app.config.get(
"PRODUCTION_MODE") else None
if not rt_instance:
obj.log.error("No RT instance available. Skipping!")
obj.log.info("Was going to submit: {subject}\n\n{body}\n\n"
"To: {requestors} Queue: {queue}".format(
queue=queue,
subject=subject,
requestors=requestors,
body=body))
return
# Trick to prepare ticket body
body = "\n ".join([line.strip() for line in body.split("\n")])
rt_queue = current_app.config.get("BIBCATALOG_QUEUES") or queue
payload = dict(
Queue=rt_queue,
Subject=subject,
Text=body,
)
recid = obj.extra_data.get("recid") or obj.data.get("control_number") \
or obj.data.get("recid")
if recid:
payload['CF_RecordID'] = recid
# Check if requests is set and also ignore admin due to RT mail loop
if requestors and "*****@*****.**" not in requestors:
payload['requestors'] = requestors
ticket_id = rt_instance.create_ticket(**payload)
obj.extra_data[ticket_id_key] = ticket_id
obj.log.info("Ticket {0} created:\n{1}".format(
ticket_id, body.encode("utf-8", "ignore")))
return True
def _close_ticket(obj, eng):
from inspirehep.utils.tickets import get_instance
ticket_id = obj.extra_data.get(ticket_id_key, "")
if not ticket_id:
obj.log.error("No ticket ID found!")
return
rt = get_instance()
if not rt:
obj.log.error("No RT instance available. Skipping!")
obj.log.info("Was going to close ticket {ticket_id}".format(
ticket_id=ticket_id, ))
return
try:
rt.edit_ticket(ticket_id=ticket_id, Status="resolved")
except IndexError:
# Probably already resolved, lets check
ticket = rt.get_ticket(ticket_id)
if ticket["Status"] != "resolved":
raise
obj.log.warning("Ticket is already resolved.")
