'ticket': {
'requester-name': 'Howard Schultz',
'requester-email': '*****@*****.**',
'subject':'My Starbucks coffee is cold!',
'description': 'please reheat my coffee',
'set-tags': 'coffee drinks',
'ticket-field-entries': {
'@type': 'array',
'ticket-field-entry': [
{'ticket-field-id': 1, 'value': 'venti'},
{'ticket-field-id': 2, 'value': '$10'}
]
},
}
}
ticket_url = zendesk.create_ticket(data=new_ticket)
ticket_id = get_id_from_url(ticket_url)
# Show
zendesk.show_ticket(ticket_id=ticket_id)
# Delete
zendesk.delete_ticket(ticket_id=ticket_id)
################################################################
## ORGANIZATIONS
################################################################
# List
zendesk.list_organizations()
class z2z:
def __init__(self):
if not argv[1].startswith('support@'):
log.debug('wrong argument 1: %s' % argv[1] )
exit(2)
self.zabbix_conf = '/etc/zabbix/zabbix_server.conf'
try:
# Input data mangling
self.ydata = yaml.load(argv[3])
log.debug(argv[3])
event_id = argv[2].split(':')[0]
event_status = argv[2].split(':')[1].strip()
log.debug('event_id:%s, event_status:%s' % (event_id,event_status))
# Establish MySQL connection
self.mysql_setup()
# Zendesk setup
self.mycsr.execute("SELECT lower(macro),value FROM globalmacro WHERE macro like '%ZENDESK%';")
self.zdp = dict([ (macro[10:-1], value) for (macro,value) in self.mycsr.fetchall() ])
self.zd = Zendesk(self.zdp['url'], self.zdp['email'], self.zdp['token'], api_version=2,
use_api_token=True, client_args={ "disable_ssl_certificate_validation": True })
self.zd_user = self.get_zendesk_user(self.zdp['email'])
self.zd_enduser = self.get_zendesk_user(self.zdp['enduser'])
# If the status is 'OK' and we can find the ticket
# matching our external_id we close the ticket
if not self.update_zendesk_ticket(event_id,event_status):
self.create_zendesk_ticket(event_id,event_status)
self.db.close()
exit(0)
except Exception as e:
log.error('Failed with: [%s]. Ciao!' % e)
exit(1)
def create_zendesk_ticket(self,event_id,event_status):
collaborators = self.zbx_evt_recipients(event_id)
subject = self.ydata['trigger']['name']
#description = '%s\n\nZabbix severity: %s' % (self.ydata['desc'],self.ydata['trigger']['severity'])
description = self.ydata['desc'].replace('"','')
priority = 'high' if self.ydata['trigger']['severity'] == 'High' else 'normal'
tkt_data = { 'ticket': {
'subject': subject,
'description': description,
'collaborators': collaborators,
'set_tags': ['test'],
'external_id': event_id,
'priority': priority,
'requester_id': self.zd_enduser['id'],
'submitter_id': self.zd_enduser['id'],
'organization_id': self.zd_enduser['organization_id'],
}}
### Auto-close if status is "OK" and severity is "information"
if event_status == 'OK' and self.ydata['trigger']['severity'] == 'Information':
tkt_data['ticket']['status'] = 'solved'
tkt_data['ticket']['assignee_id'] = self.zd_user['id']
### TODO: ADD TKT_ID as acknowledge comment
tkt_url = self.zd.create_ticket(data=tkt_data)
tkt_id = get_id_from_url(tkt_url)
#tkt = self.zd.show_ticket(ticket_id=tkt_id)
#log.debug('Created ticket with ID %s'%tkt_id)
#log.debug(json.dumps(tkt,sort_keys=True,indent=2))
log.info('Created Zendesk ticket ID %s from Zabbix eventid %s' % (tkt_id,event_id))
#return tkt_id
def update_zendesk_ticket(self,event_id,event_status):
if event_status == 'OK':
tkt = self.zd.list_all_tickets(external_id=event_id)
log.debug(tkt) # json.dumps(tkt,sort_keys=True,indent=2)
if tkt['count']==1:
tkt_id = tkt['tickets'][0]['id']
desc = self.ydata['desc'].replace('"','')
#log.info('Update ticket %s' % tkt_id)
if self.ydata['trigger']['severity'] == 'High':
tkt_data = {'ticket':{
'comment':{'public':True, 'body': desc}
}}
log.info('Updating ticket %s from Zabbix event %s' % (tkt_id,event_id))
else:
tkt_data = {'ticket':{
'status': 'solved',
'assignee_id': self.zd_user['id'],
'comment':{
'public':True,
'author_id': self.zd_enduser['id'],
'body': '%s\n(Auto-closed by Zabbix)'%desc
}
}}
log.info('Closing Zendesk ticket %s, event id: %s' % (tkt_id,event_id))
tkt_up = self.zd.update_ticket(ticket_id=tkt_id,data=tkt_data)
#log.debug(json.dumps(tkt_up,sort_keys=True,indent=2))
return True
return False
def mysql_setup(self):
try:
# Get MySQL connection parameters from zabbix conf file
with open(self.zabbix_conf) as f:
my = dict( ln.lower()[2:].split('=') for ln in
f.read().split('\n') if ln.startswith('DB') )
self.db = MySQLdb.connect(my['host'], my['user'], my['password'], my['name'])
self.mycsr = self.db.cursor()
except IOError as e:
log.error(e)
return False
except KeyError as e:
log.error('Could not find %s'%e)
return False
else:
return True
def get_zendesk_user(self,email):
cache_file = '/tmp/zendesk_user_%s' % email
try:
if time()-path.getmtime(cache_file) > 86400:
remove(cache_file)
log.debug('Cache file deleted')
with open(cache_file, 'r') as f:
data = yaml.load(f.read())
except:
data = self.zd.search_user(query='email:%s'%email)['users'][0]
with open(cache_file, 'w') as f:
f.write(yaml.dump(data) )
return data
def zbx_evt_recipients(self,event_id):
rows = ['*****@*****.**']
try:
sql = """SELECT m.sendto mail
FROM events e,functions f,items i, hosts_groups hg, groups g, users_groups uxg, usrgrp ug, media m
WHERE e.eventid=%s
AND e.object=0
AND e.source=0
AND e.objectid=f.triggerid
AND f.itemid=i.itemid
AND hg.hostid=i.hostid
AND ug.usrgrpid=uxg.usrgrpid
AND m.userid=uxg.userid
AND LOWER(g.name)=LOWER(ug.name)
AND hg.groupid=g.groupid;"""
self.mycsr.execute(sql % event_id)
rows.extend([ r[0] for r in self.mycsr.fetchall() ])
return rows
except:
return rows
class z2z:
def __init__(self):
if not argv[1].startswith('support@'):
log.debug('wrong argument 1: %s' % argv[1])
exit(2)
self.zabbix_conf = '/etc/zabbix/zabbix_server.conf'
try:
# Input data mangling
self.ydata = yaml.load(argv[3])
log.debug(argv[3])
event_id = argv[2].split(':')[0]
event_status = argv[2].split(':')[1].strip()
log.debug('event_id:%s, event_status:%s' %
(event_id, event_status))
# Establish MySQL connection
self.mysql_setup()
# Zendesk setup
self.mycsr.execute(
"SELECT lower(macro),value FROM globalmacro WHERE macro like '%ZENDESK%';"
)
self.zdp = dict([(macro[10:-1], value)
for (macro, value) in self.mycsr.fetchall()])
self.zd = Zendesk(
self.zdp['url'],
self.zdp['email'],
self.zdp['token'],
api_version=2,
use_api_token=True,
client_args={"disable_ssl_certificate_validation": True})
self.zd_user = self.get_zendesk_user(self.zdp['email'])
self.zd_enduser = self.get_zendesk_user(self.zdp['enduser'])
# If the status is 'OK' and we can find the ticket
# matching our external_id we close the ticket
if not self.update_zendesk_ticket(event_id, event_status):
self.create_zendesk_ticket(event_id, event_status)
self.db.close()
exit(0)
except Exception as e:
log.error('Failed with: [%s]. Ciao!' % e)
exit(1)
def create_zendesk_ticket(self, event_id, event_status):
collaborators = self.zbx_evt_recipients(event_id)
subject = self.ydata['trigger']['name']
#description = '%s\n\nZabbix severity: %s' % (self.ydata['desc'],self.ydata['trigger']['severity'])
description = self.ydata['desc'].replace('"', '')
priority = 'high' if self.ydata['trigger'][
'severity'] == 'High' else 'normal'
tkt_data = {
'ticket': {
'subject': subject,
'description': description,
'collaborators': collaborators,
'set_tags': ['test'],
'external_id': event_id,
'priority': priority,
'requester_id': self.zd_enduser['id'],
'submitter_id': self.zd_enduser['id'],
'organization_id': self.zd_enduser['organization_id'],
}
}
### Auto-close if status is "OK" and severity is "information"
if event_status == 'OK' and self.ydata['trigger'][
'severity'] == 'Information':
tkt_data['ticket']['status'] = 'solved'
tkt_data['ticket']['assignee_id'] = self.zd_user['id']
### TODO: ADD TKT_ID as acknowledge comment
tkt_url = self.zd.create_ticket(data=tkt_data)
tkt_id = get_id_from_url(tkt_url)
#tkt = self.zd.show_ticket(ticket_id=tkt_id)
#log.debug('Created ticket with ID %s'%tkt_id)
#log.debug(json.dumps(tkt,sort_keys=True,indent=2))
log.info('Created Zendesk ticket ID %s from Zabbix eventid %s' %
(tkt_id, event_id))
#return tkt_id
def update_zendesk_ticket(self, event_id, event_status):
if event_status == 'OK':
tkt = self.zd.list_all_tickets(external_id=event_id)
log.debug(tkt) # json.dumps(tkt,sort_keys=True,indent=2)
if tkt['count'] == 1:
tkt_id = tkt['tickets'][0]['id']
desc = self.ydata['desc'].replace('"', '')
#log.info('Update ticket %s' % tkt_id)
if self.ydata['trigger']['severity'] == 'High':
tkt_data = {
'ticket': {
'comment': {
'public': True,
'body': desc
}
}
}
log.info('Updating ticket %s from Zabbix event %s' %
(tkt_id, event_id))
else:
tkt_data = {
'ticket': {
'status': 'solved',
'assignee_id': self.zd_user['id'],
'comment': {
'public': True,
'author_id': self.zd_enduser['id'],
'body': '%s\n(Auto-closed by Zabbix)' % desc
}
}
}
log.info('Closing Zendesk ticket %s, event id: %s' %
(tkt_id, event_id))
tkt_up = self.zd.update_ticket(ticket_id=tkt_id, data=tkt_data)
#log.debug(json.dumps(tkt_up,sort_keys=True,indent=2))
return True
return False
def mysql_setup(self):
try:
# Get MySQL connection parameters from zabbix conf file
with open(self.zabbix_conf) as f:
my = dict(ln.lower()[2:].split('=')
for ln in f.read().split('\n')
if ln.startswith('DB'))
self.db = MySQLdb.connect(my['host'], my['user'], my['password'],
my['name'])
self.mycsr = self.db.cursor()
except IOError as e:
log.error(e)
return False
except KeyError as e:
log.error('Could not find %s' % e)
return False
else:
return True
def get_zendesk_user(self, email):
cache_file = '/tmp/zendesk_user_%s' % email
try:
if time() - path.getmtime(cache_file) > 86400:
remove(cache_file)
log.debug('Cache file deleted')
with open(cache_file, 'r') as f:
data = yaml.load(f.read())
except:
data = self.zd.search_user(query='email:%s' % email)['users'][0]
with open(cache_file, 'w') as f:
f.write(yaml.dump(data))
return data
def zbx_evt_recipients(self, event_id):
rows = ['*****@*****.**']
try:
sql = """SELECT m.sendto mail
FROM events e,functions f,items i, hosts_groups hg, groups g, users_groups uxg, usrgrp ug, media m
WHERE e.eventid=%s
AND e.object=0
AND e.source=0
AND e.objectid=f.triggerid
AND f.itemid=i.itemid
AND hg.hostid=i.hostid
AND ug.usrgrpid=uxg.usrgrpid
AND m.userid=uxg.userid
AND LOWER(g.name)=LOWER(ug.name)
AND hg.groupid=g.groupid;"""
self.mycsr.execute(sql % event_id)
rows.extend([r[0] for r in self.mycsr.fetchall()])
return rows
except:
return rows
'subject':'My Starbucks coffee is cold!',
'description': 'please reheat my coffee',
'set_tags': 'coffee drinks',
'ticket_field_entries': [
{
'ticket_field_id': 1,
'value': 'venti'
},
{
'ticket_field_id': 2,
'value': '$10'
}
]
}
}
ticket_url = zendesk.create_ticket(data=new_ticket)
# Need ticket ID?
from zendesk import get_id_from_url
ticket_id = get_id_from_url(ticket_url)
# Show
zendesk.show_ticket(ticket_id=ticket_id)
# Delete
zendesk.delete_ticket(ticket_id=ticket_id)
################################################################
## ORGANIZATIONS
################################################################
'requester-name': 'Howard Schultz',
'requester-email': '*****@*****.**',
'subject':'My Starbucks coffee is cold!',
'description': 'please reheat my coffee',
'set-tags': 'coffee drinks',
'ticket-field-entries': {
'@type': 'array',
'ticket-field-entry': [
{'ticket-field-id': 1, 'value': 'venti'},
{'ticket-field-id': 2, 'value': '$10'}
]
},
}
}
post_data = Zendesk.dict2xml(new_ticket)
ticket_url = zendesk.create_ticket(xml_data=post_data)
ticket_id = get_id_from_url(ticket_url)
# Show
zendesk.show_ticket(ticket_id=ticket_id)
# Delete
zendesk.delete_ticket(ticket_id=ticket_id)
################################################################
## ORGANIZATIONS
################################################################
# List
zendesk.list_organizations()
'set-tags': 'coffee drinks',
'ticket-field-entries': {
'@type':
'array',
'ticket-field-entry': [{
'ticket-field-id': 1,
'value': 'venti'
}, {
'ticket-field-id': 2,
'value': '$10'
}]
},
}
}
post_data = Zendesk.dict2xml(new_ticket)
ticket_url = zendesk.create_ticket(xml_data=post_data)
ticket_id = get_id_from_url(ticket_url)
# Show
zendesk.show_ticket(ticket_id=ticket_id)
# Delete
zendesk.delete_ticket(ticket_id=ticket_id)
################################################################
## ORGANIZATIONS
################################################################
# List
zendesk.list_organizations()