def post_users_zendesk(batch_size=100):
zendesk_users = []
if post_queue.qsize() < batch_size:
return
logger.info("Posting %d users..." % batch_size)
zendesk_users.extend(
(post_queue.get().to_primitive()) for i in xrange(batch_size))
data = json.dumps({"users": zendesk_users})
handle_retries(retryable_request=ZendeskUserPostRequest,
get_request_kwargs={'data': data})
def main_upload():
POOL = main.POOL
global_results = get_global_results()
parser = argparse.ArgumentParser(
description="Migrate leftover support tickets from desk to zendesk.")
parser.add_argument("--mode",
help="Specify either (u)sers or (t)ickets to migrate")
parser.add_argument('--filename',
help="Specify file to read broken tickets from")
options = parser.parse_args()
mode = options.mode
filename = options.filename
agent_id = handle_retries(
retryable_request=ZendeskUserRequest,
get_request_kwargs={"url": "/api/v2/users/%s" % AGENT_ID})
with open(filename) as f:
desk_ticket_ids = [line.strip() for line in f]
for i in xrange(0, len(desk_ticket_ids), 100):
comma_sep_tickets = ','.join(desk_ticket_ids[i:i + 100])
desk_ticket_models = handle_retries(
retryable_request=DeskIndividualTicketRequest,
get_request_kwargs={
'url': '/api/v2/cases/search',
'params': {
'embed': 'customer, message',
'page': 1,
'per_page': 100,
'case_id': comma_sep_tickets
}
})
for ticket in desk_ticket_models:
if mode == 'u':
post_func = post_users_zendesk
global_results.appendleft(
POOL.apply_async(get_customers, kwds={"ticket": ticket}))
elif mode == 't':
logger.info("Adding ticket external id %s" % ticket.id)
post_func = post_tickets_zendesk
global_results.appendleft(
POOL.apply_async(migrate_ticket,
kwds={
"ticket": ticket,
"agent": agent_id
}))
while len(global_results) > 0:
result = global_results.pop()
result.get()
POOL.close()
POOL.join()
flush_queues(post_func)
def pool_controller(retryable_request, get_request_kwargs, agent_id): # noqa
# Get first page and total number of apges
num_pages = handle_retries(retryable_request=retryable_request,
get_pages=True,
get_request_kwargs=get_request_kwargs)
if not num_pages:
logger.error("Error: Could not get number of pages")
return
logger.info("Number of pages %d" % num_pages)
for i in xrange(1, num_pages + 1):
logger.info("Processing page %d" % i)
# Returns list of dictionaries for ticket objects OR list of user objects
object_list = []
migrating_users = retryable_request == DeskCustomerRequest
if migrating_users:
kwargs = {
'params': {
'embed': 'facebook_user,twitter_user',
'page': i,
'per_page': 100
}
}
else:
kwargs = {
'params': {
'embed': 'customer, message',
'page': i,
'per_page': 100
}
}
object_list = POOL.apply(handle_retries,
kwds={
"retryable_request": retryable_request,
"get_request_kwargs": kwargs
})
for elem in object_list:
if migrating_users:
global_results.appendleft(
POOL.apply_async(migrate_user, kwds={"desk_user": elem}))
else:
global_results.appendleft(
POOL.apply_async(migrate_ticket,
kwds={
"ticket": elem,
"agent": agent_id
}))
while len(global_results) > 0:
result = global_results.pop()
result.get()
POOL.close()
POOL.join()
if migrating_users:
post_func = post_users_zendesk
else:
post_func = post_tickets_zendesk
flush_queues(post_func)
return num_pages
def ticket_json_to_desk_obj(ticket):
"""Create ticket schmantics objects for desk data."""
ticket.notes = []
ticket.attachments = []
if ticket.num_replies != 0:
upper_limit = int(math.ceil(ticket.num_replies / 100.) + 1)
for i in xrange(1, upper_limit):
ticket.messages.extend(
handle_retries(retryable_request=DeskMessageRequest,
get_request_kwargs={
"params": {
'page': i,
'per_page': 100
},
"url":
"/api/v2/cases/%d/replies" % (ticket.id)
}))
if ticket.num_notes != 0:
upper_limit = int(math.ceil(ticket.num_notes / 100.) + 1)
for i in xrange(1, upper_limit):
ticket.notes.extend(
handle_retries(retryable_request=DeskMessageRequest,
get_request_kwargs={
"params": {
'page': i,
'per_page': 100
},
"url":
"/api/v2/cases/%d/notes" % (ticket.id)
}))
if ticket.num_attachments != 0:
upper_limit = int(math.ceil(ticket.num_attachments / 100.) + 1)
for i in xrange(1, upper_limit):
ticket.attachments.extend(
handle_retries(retryable_request=DeskAttachmentRequest,
get_request_kwargs={
"params": {
'page': i,
'per_page': 100
},
"url":
"/api/v2/cases/%d/attachments" % (ticket.id)
}))
return ticket
def get_customers(ticket):
desk_user_model = handle_retries(
retryable_request=DeskIndividualCustomerRequest,
get_request_kwargs={
'url': '/api/v2/customers/%s' % ticket.user_id,
'params': {
'embed': 'facebook_user,twitter_user'
}
})
logger.info("Adding customer external id %s" % desk_user_model.id)
migrate_user(desk_user_model)
def update_tickets_zendesk(batch_size=100):
zendesk_tickets = []
if update_queue.qsize() < batch_size:
return
zendesk_tickets.extend(update_queue.get() for i in xrange(batch_size))
dedup_dict = defaultdict(
list) # One API call can't update the same ticket twice
for ticket in zendesk_tickets:
dedup_dict[ticket.id].append(ticket)
ztickets_deduped = []
for id, item in dedup_dict.iteritems():
ztickets_deduped.append(item[0].to_primitive())
if len(item) > 1:
logger.info("There were %d dupes" % (len(item) - 1))
for dupe in item[1:]:
update_queue.put(dupe)
logger.info("Updating ticket...")
data = json.dumps({"tickets": ztickets_deduped})
logger.info(data)
handle_retries(retryable_request=ZendeskUpdateRequest,
get_request_kwargs={'data': data})
def migrate_ticket(ticket, agent): # noqa
desk_ticket = ticket_json_to_desk_obj(ticket)
if not desk_ticket:
return
attachment_tuples = []
for attachment in desk_ticket.attachments:
content = handle_retries(retryable_request=CheckUpload,
get_request_kwargs={'url': attachment.url})
if content:
uploaded_attachment = handle_retries(
retryable_request=ZendeskUpload,
get_request_kwargs={
'params': {
'filename': attachment.file_name
},
'data': content
})
attachment_tuples.append(
AttachmentTuple(token=uploaded_attachment.get('upload',
{}).get(
'token', ''),
message_uri=attachment.message_uri))
zd_ticket = desk_ticket_to_ZTicket(ticket=desk_ticket,
agent_id=agent,
attachment_tuples=attachment_tuples)
if not zd_ticket:
return
logger.info("Creating OR updating ticket: %d" % desk_ticket.id)
id = handle_retries(retryable_request=ZendeskTicketIDRequest,
get_request_kwargs={
'url': "/api/v2/search.json",
'params': {
'query':
'type:ticket external_id:%d' % desk_ticket.id
}
})
# Ticket already exists
if id > 0:
zd_ticket.id = id
num_comments = handle_retries(
retryable_request=ZendeskTicketCommentCount,
get_request_kwargs={
'url': "/api/v2/tickets/%d.json" % (id),
'params': {
'include': 'comment_count'
}
})
comments_to_add = len(zd_ticket.comments) - num_comments
logger.info("Adding %d comments to ticket %d already in zendesk" %
(comments_to_add, id))
if comments_to_add > 0:
individual_tickets = create_ZTickets_for_comments(
zd_ticket, comments_to_add)
[update_queue.put(i_ticket) for i_ticket in individual_tickets]
zd_ticket.comments = None
update_queue.put(
zd_ticket
) # In all cases (new comment/no new comment), we should add the original ticket to update status/etc.
global_results.appendleft(POOL.apply_async(update_tickets_zendesk))
elif id == 0:
post_queue.put(zd_ticket)
global_results.appendleft(POOL.apply_async(post_tickets_zendesk))
else:
logger.error(
"Could not add ticket %d to the queue - checking existence failed"
% desk_ticket.id)
def main():
parser = argparse.ArgumentParser(
description="Migrate support tickets from desk to zendesk.")
parser.add_argument("--mode",
help="Specify either (u)sers or (t)ickets to migrate")
options = parser.parse_args()
mode = options.mode
# hardcode the agent from which all tickets are being posted
agent_id = handle_retries(
retryable_request=ZendeskUserRequest,
get_request_kwargs={"url": "/api/v2/users/%s" % AGENT_ID})
if mode == 'u':
pool_controller(retryable_request=DeskCustomerRequest,
agent_id=agent_id,
get_request_kwargs={
'params': {
'embed': 'facebook_user,twitter_user',
'page': 1,
'per_page': 100
}
})
elif mode == 't':
pool_controller(retryable_request=DeskTicketRequest,
agent_id=agent_id,
get_request_kwargs={
'params': {
'embed': 'customer, message',
'page': 1,
'per_page': 100
}
})
else:
logger.error("Unsupported mode %s" % mode)
return
logger.info('Complete: All pages processed')
if mode == 't':
for status in TICKET_STATUSES:
num_tickets = handle_retries(retryable_request=ZendeskVerification,
get_request_kwargs={
'params': {
'query':
'type:ticket status:%s' %
status
}
})
if not num_tickets:
logger.error("Verification failed")
return
logger.info('Number of %s tickets in Zendesk: %s' %
(status, num_tickets))
else:
for role in ROLES:
num_users = handle_retries(retryable_request=ZendeskVerification,
get_request_kwargs={
'params': {
'query':
'type:user role:%s' % role
}
})
if not num_users:
logger.error("Verification failed")
return
logger.info('Number of %s users in Zendesk: %s' %
(role, num_users))
def desk_ticket_to_ZTicket(ticket, agent_id, attachment_tuples): # noqa
"""Convert Desk Ticket object to Zendesk ZTicket object."""
zmessages = []
creator_id = handle_retries(retryable_request=ZendeskSearch,
get_request_kwargs={
"url": "/api/v2/search.json",
"params": {
"query":
"type:user %d" % ticket.user_id
}
})
if creator_id == 0 or not creator_id: # Must migrate users BEFORE migrating tickets
logger.error(
"Could not get creator_id for desk ticket %d...not posting or adding"
% ticket.id)
return
remaining_attachments = attachment_tuples
for message in ticket.messages:
if not message.body.strip(
): # Zendesk requires all comments to have a body, but Desk does not have this requirement
message.body = "No message"
# we set created_at to updated_at because ZD has no draft message status, but Desk does.
zmessage = ZMessageCreate(
{
'value': message.body,
'created_at': message.updated_at,
'author_id': agent_id,
'uploads': [],
'public': True
},
strict=False,
partial=False)
zmessage.uploads = [
at.token for at in attachment_tuples
if at.message_uri == message.uri
]
remaining_attachments = [
at for at in remaining_attachments if at.message_uri != message.uri
] # Remove attachment we just added
zmessage.author_id = agent_id
if message.direction == 'in':
zmessage.author_id = creator_id
if message.creator_id != ticket.user_id:
zd_user_id = handle_retries(retryable_request=ZendeskSearch,
get_request_kwargs={
"url": "/api/v2/search.json",
"params": {
"query":
"type:user %d" %
message.creator_id
}
})
if zd_user_id:
zmessage.author_id = zd_user_id
else:
logger.error(
"Could not get creator_id for desk message %d...not posting or adding"
% ticket.id)
return
zmessages.append(zmessage)
for note in ticket.notes:
if not note.body.strip():
note.body = "No message"
zmessage = ZMessageCreate(
{
'value': note.body,
'created_at': note.updated_at,
'author_id': agent_id,
'uploads': [],
'public': False
},
strict=False,
partial=False)
zmessages.append(zmessage)
zticket = ZTicket(
{
'comments': zmessages,
'subject': ticket.subject,
'priority': 'low',
'status': ticket.status,
'external_id': ticket.id,
'requester_id': creator_id,
'assignee_id': agent_id,
'tags': ['from_desk'],
'created_at': ticket.created_at,
'solved_at': ticket.resolved_at,
'updated_at': ticket.updated_at
},
strict=False,
partial=False)
# Leftover attachments with no associated reply get added onto first message
zticket.comments[0].uploads = [at.token for at in remaining_attachments]
if 4 <= ticket.priority <= 6:
zticket.priority = 'normal'
elif 7 <= ticket.priority <= 9:
zticket.priority = 'high'
elif ticket.priority == 10:
zticket.priority = 'urgent'
if ticket.status == 'resolved':
zticket.status = 'solved'
return zticket