def archive_tickets(rt_object, ticket_id, ticket_email, user_email):
"""
In this function we will apply the ticket action requested by user.
It is possible to change the ticket priority, owner, etc.
:param rt_object: rt object for querying (must be users authenticated)
:param ticket_id: The ticket we want to see possible actions
:param ticket_email: The ticket owner (we need this because of the special user dir, dir-inbox and unknown)
:param user_email: the user email who is requesting this action (we need this to take a ticket)
:return: RT result (I think we must change this output!)
"""
# First of all, get the actual ticket information
query = 'id = "%s"' % ticket_id
# Get the information from the server.
try:
ticket_line = get_list_of_tickets(rt_object, query)[0]
except NameError as e:
return "Error:" + str(e)
# There is so much to be done. So this is the default answer.
result = "Still working on it... sorry for the inconvenience!"
# INCREASE PRIORITY ##############################
result = modify_ticket(rt_object, ticket_id, {"status": "archived"})
dictReturn = {"archive_result": result}
return dictReturn
def archive_ticket(ticket_id,action):
start_time = time()
result = create_default_result()
if request.query.o == '' or not user_auth.check_id(request.query.o):
result.update({'message': ''})
return template('auth', result)
# Apply the action to the ticket
result.update(ticket_actions(
user_auth.get_rt_object_from_email(
user_auth.get_email_from_id(request.query.o)
),
ticket_id,
action,
request.query.email, user_auth.get_email_from_id(request.query.o)
))
# Update table for this user
result.update(user_tickets_details(
user_auth.get_rt_object_from_email(
user_auth.get_email_from_id(request.query.o)
), request.query.email))
result.update({'username': user_auth.get_email_from_id(request.query.o)})
result.update({'email': request.query.email})
result.update({'username_id': request.query.o})
# Is there any URGENT ticket?
result.update({'urgent': get_urgent_tickets(rt_object)})
result.update({'time_spent': '%0.2f seconds' % (time() - start_time)})
modify_ticket(
rt_object,
ticket_id,
{
'status': 'archived',
}
)
return template('history', result)
def justificacao_2(ticket_id,username_id,username):
comment_ticket = {
'id': ticket_id,
'Action': "comment",
'Text': request.forms.get('justificacao'),
}
content = ''
for key in comment_ticket:
content += '{0}: {1}\n'.format(key,comment_ticket[key])
query = {
'content':content
}
rt_object.get_data_from_rest('/ticket/'+ticket_id+'/comment', query)
modify_ticket(
rt_object,
ticket_id,
{
'status': 'resolved',
}
)
redirect("/detail/"+username+"?o="+username_id)
def ticket_actions(rt_object, ticket_id, action, ticket_email, user_email):
"""
In this function we will apply the ticket action requested by user.
It is possible to change the ticket priority, owner, etc.
:param rt_object: rt object for querying (must be users authenticated)
:param ticket_id: The ticket we want to see possible actions
:param action: the action requested.
:param ticket_email: The ticket owner (we need this because of the special user dir, dir-inbox and unknown)
:param user_email: the user email who is requesting this action (we need this to take a ticket)
:return: RT result (I think we must change this output!)
"""
# First of all, get the actual ticket information
query = 'id = "%s"' % ticket_id
# Get the information from the server.
try:
ticket_line = get_list_of_tickets(rt_object, query)[0]
except NameError as e:
return 'Error:' + str(e)
# There is so much to be done. So this is the default answer.
result = 'Still working on it... sorry for the inconvenience!'
# INCREASE PRIORITY ##############################
if action == 'increase_priority':
result = modify_ticket(
rt_object, ticket_id,
{'priority': str(int(ticket_line['priority']) + 1)})
# DECREASE PRIORITY ##############################
elif action == 'decrease_priority':
result = modify_ticket(
rt_object, ticket_id,
{'priority': str(int(ticket_line['priority']) - 1)})
# BACK ##############################
elif action == 'back':
if ticket_email == 'dir-inbox':
result = modify_ticket(rt_object, ticket_id, {
'cf.{is - informatica e sistemas}': 'dir',
})
elif ticket_line['status'] == 'new':
result = modify_ticket(
rt_object, ticket_id, {
'owner': 'nobody',
'cf.{is - informatica e sistemas}': 'dir-inbox',
})
elif ticket_line['status'] == 'open':
result = modify_ticket(
rt_object, ticket_id, {
'timeworked':
calculate_time_worked(ticket_line) + ' minutes',
'starts': '0',
'status': 'new',
'cf.{is - informatica e sistemas}': 'in',
})
elif ticket_line['status'] == 'stalled':
result = modify_ticket(
rt_object, ticket_id, {
'starts': ctime(time()),
'status': 'new',
'cf.{is - informatica e sistemas}': 'in',
})
# FORWARD ##############################
elif action == 'forward':
if ticket_email == 'dir':
result = modify_ticket(
rt_object, ticket_id, {
'cf.{is - informatica e sistemas}': 'dir-inbox',
})
elif ticket_line['status'] == 'new':
result = modify_ticket(
rt_object, ticket_id, {
'starts': ctime(time()),
'status': 'open',
'cf.{is - informatica e sistemas}': 'active',
})
elif ticket_line['status'] == 'open':
print "status open, action forward"
result = modify_ticket(
rt_object, ticket_id, {
'timeworked':
calculate_time_worked(ticket_line) + ' minutes',
'starts': '0',
'status': 'resolved',
'cf.{is - informatica e sistemas}': 'done',
})
# STALLED ##############################
elif action == 'stalled':
if ticket_line['status'] == 'open':
result = modify_ticket(
rt_object, ticket_id, {
'timeworked':
calculate_time_worked(ticket_line) + ' minutes',
'starts': '0',
'status': 'stalled',
'cf.{is - informatica e sistemas}': 'stalled',
})
# TAKE ##############################
elif action == 'take':
result = modify_ticket(
rt_object, ticket_id, {
'owner': user_email,
'status': 'new',
'cf.{is - informatica e sistemas}': 'in',
})
# URGENT ##############################
elif action == 'set_urgent':
result = modify_ticket(rt_object, ticket_id, {
'cf.{DITIC-Urgent}': 'yes',
})
elif action == 'unset_urgent':
result = modify_ticket(rt_object, ticket_id, {
'cf.{DITIC-Urgent}': 'no',
})
# Interrupted ##############################
elif action == 'interrupted':
if ticket_line['cf.{ditic-interrupted}']:
interrupted = int(ticket_line['cf.{ditic-interrupted}']) + 1
else:
interrupted = 1
result = modify_ticket(rt_object, ticket_id, {
'cf.{DITIC-Interrupted}': str(interrupted),
})
return ticket_actions(rt_object, ticket_id, 'back', ticket_email,
user_email)
return {'action_result': result}
def ticket_actions(rt_object, ticket_id, action, ticket_email, user_email):
"""
In this function we will apply the ticket action requested by user.
It is possible to change the ticket priority, owner, etc.
:param rt_object: rt object for querying (must be users authenticated)
:param ticket_id: The ticket we want to see possible actions
:param action: the action requested.
:param ticket_email: The ticket owner (we need this because of the special user dir, dir-inbox and unknown)
:param user_email: the user email who is requesting this action (we need this to take a ticket)
:return: RT result (I think we must change this output!)
"""
# First of all, get the actual ticket information
query = 'id = "%s"' % ticket_id
# Get the information from the server.
try:
ticket_line = get_list_of_tickets(rt_object, query)[0]
except NameError as e:
return 'Error:'+str(e)
# There is so much to be done. So this is the default answer.
result = 'Still working on it... sorry for the inconvenience!'
# INCREASE PRIORITY ##############################
if action == 'increase_priority':
result = modify_ticket(
rt_object,
ticket_id,
{
'priority': str(int(ticket_line['priority']) + 1)
}
)
# DECREASE PRIORITY ##############################
elif action == 'decrease_priority':
result = modify_ticket(
rt_object,
ticket_id,
{
'priority': str(int(ticket_line['priority']) - 1)
}
)
# BACK ##############################
elif action == 'back':
if ticket_email == 'dir-inbox':
result = modify_ticket(
rt_object,
ticket_id,
{
'cf.{is - informatica e sistemas}': 'dir',
}
)
elif ticket_line['status'] == 'new':
result = modify_ticket(
rt_object,
ticket_id,
{
'owner': 'nobody',
'cf.{is - informatica e sistemas}': 'dir-inbox',
}
)
elif ticket_line['status'] == 'open':
result = modify_ticket(
rt_object,
ticket_id,
{
'timeworked': calculate_time_worked(ticket_line) + ' minutes',
'starts': '0',
'status': 'new',
'cf.{is - informatica e sistemas}': 'in',
}
)
elif ticket_line['status'] == 'stalled':
result = modify_ticket(
rt_object,
ticket_id,
{
'starts': ctime(time()),
'status': 'new',
'cf.{is - informatica e sistemas}': 'in',
}
)
# FORWARD ##############################
elif action == 'forward':
if ticket_email == 'dir':
result = modify_ticket(
rt_object,
ticket_id,
{
'cf.{is - informatica e sistemas}': 'dir-inbox',
}
)
elif ticket_line['status'] == 'new':
result = modify_ticket(
rt_object,
ticket_id,
{
'starts': ctime(time()),
'status': 'open',
'cf.{is - informatica e sistemas}': 'active',
}
)
elif ticket_line['status'] == 'open':
print "status open, action forward"
result = modify_ticket(
rt_object,
ticket_id,
{
'timeworked': calculate_time_worked(ticket_line) + ' minutes',
'starts': '0',
'status': 'resolved',
'cf.{is - informatica e sistemas}': 'done',
}
)
# STALLED ##############################
elif action == 'stalled':
if ticket_line['status'] == 'open':
result = modify_ticket(
rt_object,
ticket_id,
{
'timeworked': calculate_time_worked(ticket_line) + ' minutes',
'starts': '0',
'status': 'stalled',
'cf.{is - informatica e sistemas}': 'stalled',
}
)
# TAKE ##############################
elif action == 'take':
result = modify_ticket(
rt_object,
ticket_id,
{
'owner': user_email,
'status': 'new',
'cf.{is - informatica e sistemas}': 'in',
}
)
# URGENT ##############################
elif action == 'set_urgent':
result = modify_ticket(
rt_object,
ticket_id,
{
'cf.{DITIC-Urgent}': 'yes',
}
)
elif action == 'unset_urgent':
result = modify_ticket(
rt_object,
ticket_id,
{
'cf.{DITIC-Urgent}': 'no',
}
)
# Interrupted ##############################
elif action == 'interrupted':
if ticket_line['cf.{ditic-interrupted}']:
interrupted = int(ticket_line['cf.{ditic-interrupted}']) + 1
else:
interrupted = 1
result = modify_ticket(
rt_object,
ticket_id,
{
'cf.{DITIC-Interrupted}': str(interrupted),
}
)
return ticket_actions(rt_object, ticket_id, 'back', ticket_email, user_email)
return {
'action_result': result
}
def ticket_actions(rt_object, ticket_id, action, ticket_email, user_email):
"""
In this function we will apply the ticket action requested by user.
It is possible to change the ticket priority, owner, etc.
:param rt_object: rt object for querying (must be users authenticated)
:param ticket_id: The ticket we want to see possible actions
:param action: the action requested.
:param ticket_email: The ticket owner (we need this because of the special user dir, dir-inbox and unknown)
:param user_email: the user email who is requesting this action (we need this to take a ticket)
:return: RT result (I think we must change this output!)
"""
# First of all, get the actual ticket information
query = 'id = "%s"' % ticket_id
# Get the information from the server.
try:
ticket_line = get_list_of_tickets(rt_object, query)[0]
except NameError as e:
return "Error:" + str(e)
# There is so much to be done. So this is the default answer.
result = "Still working on it... sorry for the inconvenience!"
# INCREASE PRIORITY ##############################
if action == "increase_priority":
result = modify_ticket(rt_object, ticket_id, {"priority": str(int(ticket_line["priority"]) + 1)})
# DECREASE PRIORITY ##############################
elif action == "decrease_priority":
result = modify_ticket(rt_object, ticket_id, {"priority": str(int(ticket_line["priority"]) - 1)})
# BACK ##############################
elif action == "back":
if ticket_email == "dir-inbox":
result = modify_ticket(rt_object, ticket_id, {"cf.{is - informatica e sistemas}": "dir"})
elif ticket_line["status"] == "new":
result = modify_ticket(
rt_object, ticket_id, {"owner": "nobody", "cf.{is - informatica e sistemas}": "dir-inbox"}
)
elif ticket_line["status"] == "open":
result = modify_ticket(
rt_object,
ticket_id,
{"timeworked": calculate_time_worked(ticket_line) + " minutes", "starts": "0", "status": "new"},
)
elif ticket_line["status"] == "rejected":
result = modify_ticket(rt_object, ticket_id, {"starts": ctime(time()), "status": "open"})
elif ticket_line["status"] == "stalled":
result = modify_ticket(rt_object, ticket_id, {"starts": ctime(time()), "status": "open"})
elif ticket_line["status"] == "resolved":
result = modify_ticket(rt_object, ticket_id, {"starts": ctime(time()), "status": "open"})
# FORWARD ##############################
elif action == "forward":
if ticket_email == "dir":
result = modify_ticket(rt_object, ticket_id, {"cf.{is - informatica e sistemas}": "dir-inbox"})
elif ticket_line["status"] == "new":
result = modify_ticket(rt_object, ticket_id, {"starts": ctime(time()), "status": "open"})
elif ticket_line["status"] == "open":
result = modify_ticket(
rt_object,
ticket_id,
{"timeworked": calculate_time_worked(ticket_line) + " minutes", "starts": "0", "status": "resolved"},
)
elif ticket_line["status"] == "resolved":
result = modify_ticket(rt_object, ticket_id, {"status": "archived"})
# STALLED ##############################
elif action == "stalled":
if ticket_line["status"] == "open":
result = modify_ticket(
rt_object,
ticket_id,
{"timeworked": calculate_time_worked(ticket_line) + " minutes", "starts": "0", "status": "stalled"},
)
# TAKE ##############################
elif action == "take":
result = modify_ticket(rt_object, ticket_id, {"owner": user_email, "status": "new"})
# URGENT ##############################
elif action == "set_urgent":
result = modify_ticket(rt_object, ticket_id, {"cf.{DITIC-Urgent}": "yes"})
elif action == "unset_urgent":
result = modify_ticket(rt_object, ticket_id, {"cf.{DITIC-Urgent}": ""})
# Interrupted ##############################
elif action == "interrupt":
print "Interrupt!"
a = datetime.datetime.now()
if ticket_line["cf.{ditic-interrupted}"]:
interrupted = int(ticket_line["cf.{ditic-interrupted}"]) + 1
else:
interrupted = 1
result = modify_ticket(
rt_object,
ticket_id,
{
"cf.{DITIC-Interrupted}": str(interrupted),
"cf.{DITIC-interrupted-time}": "%s %s %s %s %s %s"
% (a.year, a.month, a.day, a.hour, a.minute, a.second),
},
)
elif action == "back_interrupt":
print "BackInterrupt!-> %s" % ticket_line["cf.{ditic-interrupted-time}"]
if ticket_line["cf.{ditic-interrupted}"]:
interrupted = int(ticket_line["cf.{ditic-interrupted}"]) + 1
tempo = calculaTempo(ticket_line["cf.{ditic-total-interrupt}"], ticket_line["cf.{ditic-interrupted-time}"])
result = modify_ticket(
rt_object, ticket_id, {"cf.{DITIC-Interrupted}": str(interrupted), "cf.{DITIC-total-interrupt}": tempo}
)
# return ticket_actions(rt_object, ticket_id, 'back', ticket_email, user_email)
return {"action_result": result}
def test_modify_ticket():
rt_object = RTApiMock()
rt_object.set_return([u'rt/4.0.6 200 ok', u'', u'# ticket 887677 updated.', u''])
result = modify_ticket(rt_object, '881188', {'Owner': '*****@*****.**'})
assert result == [u'rt/4.0.6 200 ok', u'', u'# ticket 887677 updated.', u'']
