def submit_rt_ticket(obj, queue, subject, body, requestors, ticket_id_key):
"""Submit ticket to RT with the given parameters."""
from inspire.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 _reply_ticket(obj, eng):
from invenio_accounts.models import User
from invenio_workflows.errors import WorkflowError
from inspire.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
if template:
# Body rendered by template.
deposition = Deposition(obj)
user = User.query.get(obj.id_user)
context = {
"object": obj,
"user": user,
"title": deposition.title,
"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", eng.uuid, obj.id)
# 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 _close_ticket(obj, eng):
from inspire.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!")
else:
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.")
