# By: Riasat Ullah # This file contains all constants and functions related to the Zendesk integration. from dbqueries.integrations import db_zendesk from utils import constants, errors, logging, var_names import json import requests # Zendesk variables var_channel = 'channel' var_description = 'description' var_link = 'link' var_priority = 'priority' var_requester_name = 'requester_name' var_status = 'status' var_ticket_id = 'ticket_id' var_ticket_timestamp = 'ticket_timestamp' var_title = 'title' # Zendesk status status_closed = 'Closed' status_new = 'New' status_open = 'Open' status_pending = 'Pending' status_solved = 'Solved' # Zendesk priority mapped to TaskCall urgency priority_map = { 'urgent': constants.critical_urgency, 'high': constants.high_urgency, 'normal': constants.medium_urgency, 'low': constants.low_urgency } # Zendesk default values default_status_value = 'open' default_priority_value = 'high' # url paths url_create_ticket = 'https://{0}.zendesk.com/api/v2/tickets' url_update_ticket = 'https://{0}.zendesk.com/api/v2/tickets/{1}' def zendesk_standard_header_params(access_token): ''' Get the standard header params for a Zendesk request. :param access_token: the access token to be passed with the request :return: (dict) of header params ''' return { 'Accept': 'application/json', 'Content-Type': 'application/json', 'Authorization': "Bearer " + access_token } def create_zendesk_ticket(conn, timestamp, org_id, integ_key, integ_info, task_title, text_msg, instance_state, urgency, voice_url=None, from_num=None, to_num=None): ''' Creates a Zendesk ticket. :param conn: db connection :param timestamp: timestamp when this request is being made :param org_id: organization ID :param integ_key: the integration key of this Jira integration :param integ_info: additional info of this integration :param task_title: instance task title that will be used as the summary of the issue :param text_msg: instance text details that will be used as the description of the issue :param instance_state: the current state of the instance :param urgency: the urgency level of the instance :param voice_url: the URL of the voice message :param from_num: caller's phone number :param to_num: phone number that was called :return: (str) -> ticket ID (None if ticket cannot be created) ''' zd_det = db_zendesk.get_zendesk_request_acceptance_details(conn, timestamp, org_id, integration_key=integ_key) subdomain = zd_det[var_names.external_id] access_token = zd_det[var_names.access_token] zd_status = integ_info[var_names.status][instance_state]\ if integ_info[var_names.status] is not None else default_status_value zd_priority = integ_info[var_names.urgency_level][str(urgency)]\ if integ_info[var_names.urgency_level] is not None else default_priority_value body = { 'ticket': { 'subject': task_title, 'comment': { 'body': text_msg if text_msg is not None else task_title }, 'type': integ_info[var_names.ticket_type], 'status': zd_status, 'priority': zd_priority } } if voice_url is not None: body['ticket']['voice_comment'] = { 'from': from_num if from_num is not None else '+1', 'to': to_num if to_num is not None else '+1', 'recording_url': voice_url, 'started_at': timestamp.strftime(constants.json_timestamp_milli_format_with_tz), 'call_duration': 1 } ticket_id, exe_status, exe_output = None, 400, errors.err_processing_failed try: response = requests.post(url_create_ticket.format(subdomain), headers=zendesk_standard_header_params(access_token), data=json.dumps(body)) exe_status = response.status_code exe_output = response.json() if response.status_code in [200, 201]: ticket_id = str(exe_output['ticket']['id']) else: logging.exception('Failed to create Zendesk ticket') logging.exception(exe_output) except Exception as e: logging.exception('Failed to create Zendesk ticket') logging.exception(str(e)) finally: return ticket_id, exe_status, exe_output def update_zendesk_ticket(conn, timestamp, org_id, integ_key, integ_info, ticket_id, new_state=None, new_urgency=None, new_note=None, voice_url=None, from_num=None, to_num=None): ''' Update a Zendesk ticket. :param conn: db connection :param timestamp: timestamp when this request is being made :param org_id: organization ID :param integ_key: the integration key of this Jira integration :param integ_info: additional info of this integration :param ticket_id: ID of the ticket :param new_state: new state of the instance :param new_urgency: new urgency level of the instance :param new_note: new note added to the instance :param voice_url: the URL of the voice message :param from_num: caller's phone number :param to_num: phone number that was called ''' zd_det = db_zendesk.get_zendesk_request_acceptance_details(conn, timestamp, org_id, integration_key=integ_key) subdomain = zd_det[var_names.external_id] access_token = zd_det[var_names.access_token] to_sync_status = new_state is not None and integ_info[var_names.status] is not None to_sync_urgency = new_urgency is not None and integ_info[var_names.urgency_level] is not None to_sync_notes = new_note is not None and integ_info[var_names.to_sync_notes] if to_sync_status or to_sync_urgency or to_sync_notes or voice_url is not None: body = {'ticket': {}} if to_sync_status: body['ticket']['status'] = integ_info[var_names.status][new_state] if to_sync_urgency: body['ticket']['priority'] = integ_info[var_names.urgency_level][str(new_urgency)] if to_sync_notes: body['ticket']['comment'] = {'body': new_note} if voice_url is not None: body['ticket']['voice_comment'] = { 'from': from_num if from_num is not None else '+1', 'to': to_num if to_num is not None else '+1', 'recording_url': voice_url, 'started_at': timestamp.strftime(constants.json_timestamp_milli_format_with_tz), 'call_duration': 1 } try: response = requests.put(url_update_ticket.format(subdomain, ticket_id), headers=zendesk_standard_header_params(access_token), data=json.dumps(body)) if response.status_code not in [200, 201]: logging.error('Failed - Zendesk ticket ' + ticket_id + ' update - ' + str(body)) except Exception as e: logging.exception('Failed to update Zendesk ticket') logging.exception(str(e))