def access_otrs(user, passwd):
server_uri = r'http://192.168.0.193'
webservice_name = 'GenericTicketConnectorSOAP'
client = GenericInterfaceClient(
server_uri, tc=GenericTicketConnectorSOAP(webservice_name))
client.tc.SessionCreate(user_login=user, password=passwd)
return client
def initSession(user, passwd):
server_uri = r'http://localhost/otrs/nph-genericinterface.pl'
webservice_name = 'GenericTicketConnectorSOAP'
client = GenericInterfaceClient(
server_uri, tc=GenericTicketConnectorSOAP(webservice_name))
client.tc.SessionCreate(user_login=user, password=passwd)
return client
def __init__(self, **kwargs):
super().__init__(**kwargs)
try:
self.client = GenericInterfaceClient(
self.get_config('OTRS', 'Url'),
tc=GenericTicketConnectorSOAP(
self.get_config('OTRS', 'Webservice')))
self.client.tc.SessionCreate(
user_login=self.get_config('OTRS', 'User'),
password=self.get_config('OTRS', 'Password'))
except Exception as exc:
self.logger.error('Unable to init a Notifier {}'.format(exc))
quit(1)
def otrs(update, context):
# type: (Update, CallbackContext) -> None
from otrs.ticket.template import GenericTicketConnectorSOAP
from otrs.client import GenericInterfaceClient
from otrs.ticket.objects import Ticket, Article, DynamicField, Attachment
otrs_settings = context.user_data.get('otrs', {})
otrs_address = otrs_settings.get('address', None)
otrs_username = otrs_settings.get('username', None)
otrs_password = otrs_settings.get('password', None)
webservice_name = 'GenericTicketConnectorSOAP'
if otrs_address and otrs_username and otrs_password:
client = GenericInterfaceClient(otrs_address, tc=GenericTicketConnectorSOAP(webservice_name))
client.tc.SessionCreate(user_login=otrs_username, password=otrs_password)
issues = [int(i) for i in ','.join(context.args).split(',') if i.isdigit()]
message = ''
for i in issues:
try:
ticket = client.tc.TicketGet(i, get_articles=True, get_dynamic_fields=True, get_attachments=False)
title = ticket.attrs.get('Title', '-')
state = ticket.attrs.get('State', '-')
plan_time_str = ticket.attrs.get('DynamicField_Plantime', None)
plan_time = int(plan_time_str) if plan_time_str is not None else None
formatted_time = format_time(m=plan_time)
message += '**' + md2_prepare(f'#{i}: {title}') + '**\n'
message += md2_prepare(f'[{state}] ({formatted_time})\n')
for article in ticket.articles():
subject = article.attrs.get('Subject', '-')
# I use subject template `(Ф:0+30) comment`
# for adding internal note/article about spent time
if article.attrs.get('ArticleType') == 'note-internal' \
and subject.startswith('('):
created = article.attrs.get('Created', '-')
from_user = article.attrs.get('FromRealname', '-')
message += md2_prepare(f' - {created} ({from_user}): {subject}\n')
message += '\n'
except Exception as e:
message += md2_prepare(f'#{i}: {e}')
update.message.reply_text(message, parse_mode=ParseMode.MARKDOWN_V2)
else:
otrs_auth(update, context)
parser.add_argument('--title', dest='title', help='Titulo do chamado')
parser.add_argument('--desc', dest='descricao', help='Descricao')
parser.add_argument('--fila', dest='fila', help='Fila de atendimento')
parser.add_argument('--servico', dest='servico', help='Servico de abertura')
parser.add_argument('--sla', dest='sla', help='SLA')
parser.add_argument('--triggerid', dest='triggerid', help='Trigger ID do zabbix')
parser.add_argument('--host', dest='host', help='Nome do host no zabbix')
parser.add_argument('--status', dest='status', help='Indisponibilidade')
args = parser.parse_args()
#print(args)
# Conexao com o OTRS
server_uri = 'http://'+args.server+'/'
webservice_name = args.webservice
client = GenericInterfaceClient(server_uri, tc=GenericTicketConnectorSOAP(webservice_name))
client.tc.SessionCreate(user_login=args.user, password=args.password)
#Criando o ticket
t = Ticket(State='Aberto', Priority='3 normal', Queue=args.fila,
Title=args.title.decode('UTF8'), CustomerUser=args.customer,
Type='Incidente', Service=args.servico, SLA=args.sla)
a = Article(Subject=args.title.decode('UTF8'), Body=args.descricao.decode('UTF8'), Charset='UTF8',
MimeType='text/plain')
t_id, t_number = client.tc.TicketCreate(t, a, None, None)
print('Ticket criado: '+str(t_number))
print('Ticket criado: '+str(t_number)+'::'+args.title)
# Ticket em atendimento
t_upd = Ticket(State='Aberto')
def setUp(self):
self.c = GenericInterfaceClient(
OTRS_SERVER, tc=GenericTicketConnectorSOAP(OTRS_WEBSERVICE))
self.c.register_credentials(OTRS_LOGIN, OTRS_PASSWORD)
class TestOTRSAPI(unittest.TestCase):
def setUp(self):
self.c = GenericInterfaceClient(
OTRS_SERVER, tc=GenericTicketConnectorSOAP(OTRS_WEBSERVICE))
self.c.register_credentials(OTRS_LOGIN, OTRS_PASSWORD)
def test_session_create(self):
sessid = self.c.tc.SessionCreate(user_login=OTRS_LOGIN,
password=OTRS_PASSWORD)
self.assertEqual(len(sessid), 32)
def test_ticket_get(self):
t = self.c.tc.TicketGet(1)
self.assertEqual(t.TicketID, 1)
self.assertEqual(t.StateType, 'new')
def test_ticket_get_with_articles(self):
t = self.c.tc.TicketGet(1, get_articles=True)
self.assertEqual(t.TicketID, 1)
self.assertEqual(t.StateType, 'new')
articles = t.articles()
self.assertIsInstance(articles, (list, tuple))
self.assertIsInstance(articles[0], Article)
self.assertEqual(articles[0].SenderType, 'customer')
def test_ticket_search(self):
t_list = self.c.tc.TicketSearch(Title='Welcome to OTRS!')
self.assertIsInstance(t_list, list)
self.assertIn(1, t_list)
def test_ticket_create(self):
t = Ticket(State='new',
Priority='3 normal',
Queue='Postmaster',
Title='Problem test',
CustomerUser='******',
Type='Unclassified')
a = Article(Subject='UnitTest',
Body='bla',
Charset='UTF8',
MimeType='text/plain')
t_id, t_number = self.c.tc.TicketCreate(t, a)
self.assertIsInstance(t_id, int)
self.assertIsInstance(t_number, int)
self.assertTrue(len(str(t_number)) >= 12)
exit
def test_ticket_update_attrs_by_id(self):
t = Ticket(State='new',
Priority='3 normal',
Queue='Postmaster',
Title='Problem test',
CustomerUser='******',
Type='Unclassified')
a = Article(Subject='UnitTest',
Body='bla',
Charset='UTF8',
MimeType='text/plain')
t_id, t_number = self.c.tc.TicketCreate(t, a)
t = Ticket(Title='Foubar')
upd_tid, upd_tnumber = self.c.tc.TicketUpdate(ticket_id=t_id,
ticket=t)
self.assertIsInstance(upd_tid, int)
self.assertIsInstance(upd_tnumber, int)
self.assertTrue(len(str(upd_tnumber)) >= 12)
self.assertEqual(upd_tid, t_id)
self.assertEqual(upd_tnumber, t_number)
upd_t = self.c.tc.TicketGet(t_id)
self.assertEqual(upd_t.Title, 'Foubar')
self.assertEqual(upd_t.Queue, 'Postmaster')
def test_ticket_update_attrs_by_number(self):
t = Ticket(State='new',
Priority='3 normal',
Queue='Postmaster',
Title='Problem test',
CustomerUser='******',
Type='Unclassified')
a = Article(Subject='UnitTest',
Body='bla',
Charset='UTF8',
MimeType='text/plain')
t_id, t_number = self.c.tc.TicketCreate(t, a)
t = Ticket(Title='Foubar')
upd_tid, upd_tnumber = self.c.tc.TicketUpdate(
ticket_number=t_number, ticket=t)
self.assertIsInstance(upd_tid, int)
self.assertIsInstance(upd_tnumber, int)
self.assertTrue(len(str(upd_tnumber)) >= 12)
self.assertEqual(upd_tid, t_id)
self.assertEqual(upd_tnumber, t_number)
upd_t = self.c.tc.TicketGet(t_id)
self.assertEqual(upd_t.Title, 'Foubar')
self.assertEqual(upd_t.Queue, 'Postmaster')
def test_ticket_update_new_article(self):
t = Ticket(State='new',
Priority='3 normal',
Queue='Postmaster',
Title='Problem test',
CustomerUser='******',
Type='Unclassified')
a = Article(Subject='UnitTest',
Body='bla',
Charset='UTF8',
MimeType='text/plain')
t_id, t_number = self.c.tc.TicketCreate(t, a)
a2 = Article(Subject='UnitTest2',
Body='bla',
Charset='UTF8',
MimeType='text/plain')
a3 = Article(Subject='UnitTest3',
Body='bla',
Charset='UTF8',
MimeType='text/plain')
self.c.tc.TicketUpdate(t_id, article=a2)
self.c.tc.TicketUpdate(t_id, article=a3)
t_upd = self.c.tc.TicketGet(t_id, get_articles=True)
arts_upd = t_upd.articles()
self.assertIsInstance(arts_upd, list)
self.assertEqual(len(arts_upd), 3)
self.assertEqual(arts_upd[0].Subject, 'UnitTest')
self.assertEqual(arts_upd[1].Subject, 'UnitTest2')
self.assertEqual(arts_upd[2].Subject, 'UnitTest3')
def setUp(self):
self.c = GenericInterfaceClient(OTRS_SERVER, tc=GenericTicketConnectorSOAP(OTRS_WEBSERVICE))
self.c.register_credentials(OTRS_LOGIN, OTRS_PASSWORD)
class TestOTRSAPI(unittest.TestCase):
def setUp(self):
self.c = GenericInterfaceClient(OTRS_SERVER, tc=GenericTicketConnectorSOAP(OTRS_WEBSERVICE))
self.c.register_credentials(OTRS_LOGIN, OTRS_PASSWORD)
def test_session_create(self):
sessid = self.c.tc.SessionCreate(user_login=OTRS_LOGIN,
password=OTRS_PASSWORD)
self.assertEqual(len(sessid), 32)
def test_ticket_get(self):
t = self.c.tc.TicketGet(1)
self.assertEqual(t.TicketID, 1)
self.assertEqual(t.StateType, 'new')
def test_ticket_get_with_articles(self):
t = self.c.tc.TicketGet(1, get_articles=True)
self.assertEqual(t.TicketID, 1)
self.assertEqual(t.StateType, 'new')
articles = t.articles()
self.assertIsInstance(articles, (list, tuple))
self.assertIsInstance(articles[0], Article)
self.assertEqual(articles[0].SenderType, 'customer')
def test_ticket_search(self):
t_list = self.c.tc.TicketSearch(Title='Welcome to OTRS!')
self.assertIsInstance(t_list, list)
self.assertIn(1, t_list)
def test_ticket_create(self):
t = Ticket(State='new',
Priority='3 normal',
Queue='Postmaster',
Title='Problem test',
CustomerUser='******',
Type='Unclassified')
a = Article(Subject='UnitTest',
Body='bla',
Charset='UTF8',
MimeType='text/plain')
t_id, t_number = self.c.tc.TicketCreate(t, a)
self.assertIsInstance(t_id, int)
self.assertIsInstance(t_number, int)
self.assertTrue(len(str(t_number)) >= 12)
exit
def test_ticket_update_attrs_by_id(self):
t = Ticket(State='new',
Priority='3 normal',
Queue='Postmaster',
Title='Problem test',
CustomerUser='******',
Type='Unclassified')
a = Article(Subject='UnitTest',
Body='bla',
Charset='UTF8',
MimeType='text/plain')
t_id, t_number = self.c.tc.TicketCreate(t, a)
t = Ticket(Title='Foubar')
upd_tid, upd_tnumber = self.c.tc.TicketUpdate(ticket_id=t_id,
ticket=t)
self.assertIsInstance(upd_tid, int)
self.assertIsInstance(upd_tnumber, int)
self.assertTrue(len(str(upd_tnumber)) >= 12)
self.assertEqual(upd_tid, t_id)
self.assertEqual(upd_tnumber, t_number)
upd_t = self.c.tc.TicketGet(t_id)
self.assertEqual(upd_t.Title, 'Foubar')
self.assertEqual(upd_t.Queue, 'Postmaster')
def test_ticket_update_attrs_by_number(self):
t = Ticket(State='new',
Priority='3 normal',
Queue='Postmaster',
Title='Problem test',
CustomerUser='******',
Type='Unclassified')
a = Article(Subject='UnitTest',
Body='bla',
Charset='UTF8',
MimeType='text/plain')
t_id, t_number = self.c.tc.TicketCreate(t, a)
t = Ticket(Title='Foubar')
upd_tid, upd_tnumber = self.c.tc.TicketUpdate(ticket_number=t_number,
ticket=t)
self.assertIsInstance(upd_tid, int)
self.assertIsInstance(upd_tnumber, int)
self.assertTrue(len(str(upd_tnumber)) >= 12)
self.assertEqual(upd_tid, t_id)
self.assertEqual(upd_tnumber, t_number)
upd_t = self.c.tc.TicketGet(t_id)
self.assertEqual(upd_t.Title, 'Foubar')
self.assertEqual(upd_t.Queue, 'Postmaster')
def test_ticket_update_new_article(self):
t = Ticket(State='new',
Priority='3 normal',
Queue='Postmaster',
Title='Problem test',
CustomerUser='******',
Type='Unclassified')
a = Article(Subject='UnitTest',
Body='bla',
Charset='UTF8',
MimeType='text/plain')
t_id, t_number = self.c.tc.TicketCreate(t, a)
a2 = Article(Subject='UnitTest2',
Body='bla',
Charset='UTF8',
MimeType='text/plain')
a3 = Article(Subject='UnitTest3',
Body='bla',
Charset='UTF8',
MimeType='text/plain')
self.c.tc.TicketUpdate(t_id, article=a2)
self.c.tc.TicketUpdate(t_id, article=a3)
t_upd = self.c.tc.TicketGet(t_id, get_articles=True)
arts_upd = t_upd.articles()
self.assertIsInstance(arts_upd, list)
self.assertEqual(len(arts_upd), 3)
self.assertEqual(arts_upd[0].Subject, 'UnitTest')
self.assertEqual(arts_upd[1].Subject, 'UnitTest2')
self.assertEqual(arts_upd[2].Subject, 'UnitTest3')