forked from fireeye/rt2jira
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auto-reply.py
executable file
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auto-reply.py
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#!/usr/bin/env python
import sys
import re
from urllib import quote_plus
from rt2jira import jira, resource, config, pp, logger, JIRAError, syslog, config_get_dict, RTResourceError
def reply_to_rt_requestors(rt_resource, rt_ticket_id, rt_requestors, rt_message):
"""
Given an RT ticket ID, a list of RT requestors, and a response message,
send a private email to the requestors with the provided message.
The message will be recorded in RT, but will not be sent to any other
watchers of the queue.
:param rt_resource: the RTResource object to use
:param rt_ticket_id: the ticket ID as it appears in RT
:param rt_requestors: the list of original RT ticket requestors to email
:param rt_message: the message to reply back to them about
"""
params = {
'content': {
'Action': 'comment',
'Text': rt_message,
'Cc': rt_requestors,
'Bcc': '',
},
}
response = rt_resource.post(path='ticket/' + rt_ticket_id + '/comment', payload=params,)
return response
def format_search_results(jira_results):
"""
Given a list of JIRA results, output a printable lists of these results
in an acceptable form for email notifications.
:param jira_results: the list of JIRA tickets to format
"""
output = ""
if not jira_results:
return output
for result in jira_results:
template = '[%(issue_key)s] - %(issue_summary)s - [%(issue_status)s]\n%(jira_url_prefix)s/browse/%(issue_key)s\n'
entry = template % {"jira_url_prefix": config.get('jira', 'jira_url_prefix'), "issue_key": result.key, "issue_summary": result.fields.summary, "issue_status": result.fields.status}
output = output + '\n' + entry
return output
# Requestor regex format.
from_regex = re.compile('From: (.*?\@FireEye\.com)(\r|)\n')
# KB Notified regex format.
kb_notified_regex = re.compile('KB Notified: (.*?\@FireEye\.com)(?:\r|)(?:\n|)')
# Get the set of tickets that require an auto reply.
jira_results = jira.search_issues('project = ' + config.get('jira', 'project') + ' AND component = "' + config.get('jira', 'component') + '" AND labels in ("' + config.get('jira', 'new_issue_label') + '", "' + config.get('jira', 'new_comment_label') + '") ORDER BY created ASC', maxResults=False)
try:
for jira_issue in jira_results:
logger.info('Processing JIRA Ticket (' + jira_issue.key + ')')
syslog.syslog(syslog.LOG_INFO, 'Processing JIRA Ticket (' + jira_issue.key + ')')
# Get the original RT ticket ID.
ticket_id = None
fields_dict = config_get_dict(config, 'jira', 'create_fields')
if fields_dict != {}:
for k,v in fields_dict.iteritems():
try:
if 'ticket_id' in v:
ticket_id = eval('jira_issue.fields.' + k)
except:
continue
if not ticket_id:
logger.warn('Unable to find equivalent RT ticket ID in JIRA: ' + jira_issue.key)
syslog.syslog(syslog.LOG_WARNING, 'Unable to find equivalent RT ticket ID in JIRA: ' + jira_issue.key)
continue
logger.info('RT Ticket ID (' + ticket_id + ') - ' + jira_issue.fields.summary)
syslog.syslog(syslog.LOG_INFO, 'RT Ticket ID (' + ticket_id + ') - ' + re.sub('[^0-9A-Za-z\.\- ]', ' ', jira_issue.fields.summary))
# Next, obtain all current comments on the JIRA ticket.
jira_comments = jira.comments(jira_issue)
# Search for any external comments on the ticket.
requestors = set()
notified = set()
for existing_comment in jira_comments:
from_match = from_regex.search(existing_comment.body)
notified_match = kb_notified_regex.findall(existing_comment.body)
if from_match and (len(from_match.groups()) >= 1):
requestors.add(from_match.group(1))
if notified_match and (len(notified_match) >= 1):
map(notified.add, notified_match)
# Collect the set of people who have already been notified.
requestors = map(str, list(requestors))
notified = map(str, list(notified))
if len(notified) > 0:
notified_addresses = ', '.join(list(notified))
logger.debug('Already notified (' + notified_addresses + ') for JIRA ticket (' + jira_issue.key + ')')
syslog.syslog(syslog.LOG_DEBUG, 'Already notified (' + notified_addresses + ') for JIRA ticket (' + jira_issue.key + ')')
# Filter the set of already notified people out of the set of people who still need to be notified.
requestors = set(requestors) - set(notified)
# Look for related tickets.
sanitized_summary = re.sub('[^0-9A-Za-z\.\- ]', ' ', jira_issue.fields.summary)
sanitized_summary = ' '.join([item.strip() for item in sanitized_summary.split(' ') if len(item) > 3])
sanitized_summary = re.sub('--', '', sanitized_summary)
sanitized_summary = re.sub(' -', ' ', sanitized_summary)
related_jira_query = None
related_jira_results = None
if sanitized_summary:
logger.debug('JQL Search Terms: ' + sanitized_summary)
syslog.syslog(syslog.LOG_DEBUG, 'JQL Search Terms: ' + sanitized_summary)
# Check if JIRA ticket already exists.
related_jira_query = 'key != ' + jira_issue.key + ' AND project = ' + config.get('jira', 'project') + ' AND component = "' + config.get('jira', 'component') + '" AND text ~ "' + sanitized_summary + '" ORDER BY updated DESC'
related_jira_results = jira.search_issues('level IS EMPTY AND ' + related_jira_query, maxResults=config.getint('jira', 'auto_reply_max_results'))
# Recent search results.
recent_jira_query = 'key != ' + jira_issue.key + ' AND project = ' + config.get('jira', 'project') + ' AND component = "' + config.get('jira', 'component') + '" ORDER BY created DESC'
recent_jira_results = jira.search_issues('level IS EMPTY AND ' + recent_jira_query, maxResults=config.getint('jira', 'auto_reply_max_results'))
# Construct message to send to the requestors.
template_issue = jira.issue(config.get('jira', 'auto_reply_template_ticket'))
if not template_issue:
logger.error('Unable to find template issue specified: ' + config.get('jira', 'auto_reply_template_ticket'))
syslog.syslog(syslog.LOG_ERR, 'Unable to find template issue specified: ' + config.get('jira', 'auto_reply_template_ticket'))
sys.exit(1)
if not related_jira_query:
related_jira_query = ""
if not recent_jira_query:
recent_jira_query = ""
reply_message = template_issue.fields.description % {"jira_url_prefix": config.get('jira', 'jira_url_prefix'), "issue_key": jira_issue.key, "issue_summary": jira_issue.fields.summary, "related_results": format_search_results(related_jira_results), "recent_results": format_search_results(recent_jira_results), "related_query": quote_plus(related_jira_query), "recent_query": quote_plus(recent_jira_query)}
if len(requestors) > 0:
cc_addresses = ', '.join(list(requestors))
logger.debug('Sending auto-reply to (' + cc_addresses + ') for JIRA ticket (' + jira_issue.key + ')')
syslog.syslog(syslog.LOG_DEBUG, 'Sending auto-reply to (' + cc_addresses + ') for JIRA ticket (' + jira_issue.key + ')')
reply_to_rt_requestors(resource, ticket_id, cc_addresses, reply_message)
kb_tracking_prefix = lambda x: 'KB Notified: ' + x
kb_tracking_comment = '\n'.join(map(kb_tracking_prefix, requestors))
logger.info('Adding new comment to (' + jira_issue.key + ') to track existing notifiers (' + cc_addresses + ')')
syslog.syslog(syslog.LOG_INFO, 'Adding new comment to (' + jira_issue.key + ') to track existing notifiers (' + cc_addresses + ')')
new_comment = jira.add_comment(jira_issue, kb_tracking_comment)
# Remove the labels from processed tickets.
logger.info('Removing auto-reply label(s) in JIRA ticket (' + jira_issue.key + ')')
syslog.syslog(syslog.LOG_INFO, 'Removing auto-reply label(s) in JIRA ticket (' + jira_issue.key + ')')
try:
jira_issue.fields.labels.remove(config.get('jira', 'new_issue_label'))
jira_issue.fields.labels.remove(config.get('jira', 'new_comment_label'))
except:
pass
jira_issue.update(fields={"labels": jira_issue.fields.labels})
except RTResourceError as e:
logger.error('RT processing error occurred.')
syslog.syslog(syslog.LOG_ERR, 'RT processing error occurred.')
logger.error(e.response.status_int)
syslog.syslog(syslog.LOG_ERR, e.response.status_int)
logger.error(e.response.status)
syslog.syslog(syslog.LOG_ERR, e.response.status)
logger.error(e.response.parsed)
syslog.syslog(syslog.LOG_ERR, e.response.parsed)
sys.exit(1)
except JIRAError as e:
logger.error('JIRA processing error occurred.')
syslog.syslog(syslog.LOG_ERR, 'JIRA processing error occurred.')
logger.error(e)
syslog.syslog(syslog.LOG_ERR, e)
sys.exit(1)
except:
logger.error('Unknown processing error occurred.')
syslog.syslog(syslog.LOG_ERR, 'Unknown processing error occurred.')
sys.exit(1)