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servicedesk.py
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servicedesk.py
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import json
import requests
from datetime import datetime
import re
url_base = 'http://xxx.xx.xxx.x:8080/'
api_base = url_base + 'sdpapi/'
sdp_key = ''
headers = {
"Content-Type":"application/x-www-form-urlencoded"
}
params = {
"TECHNICIAN_KEY": sdp_key,
"format":"json"
}
divider = {
"type": "divider"
}
def ticketRouter(search_text):
if isinstance(search_text,int):
get_ticket_status(search_text)
elif re.search("^help",search_text):
ticout = "Options include:\nall - List the last 10 tickets for all Customers\ncustomers - List Customers currently tracked\n<customer name> - List tickets for that customer"
elif re.search("^all",search_text):
ticout = get_all_tickets(search_text)
elif re.search("^customer|customers",search_text):
ticout = get_tickets_customers()
elif re.search("^notes|Notes",search_text):
ticout = get_ticket_notes(search_text)
else:
ticout = get_all_tickets(search_text)
return ticout
def create_ticket(endpointid):
ticketjson = {
"operation": {
"details": {
"requester": "Guest",
"subject": "Quarantine Endpoint {}".format(endpointid),
"description": "Quarantine Endpoint",
"requesttemplate": "Quarantine",
"priority": "High",
"site": "Common Site",
"group": "Network",
"technician": "administrator",
"level": "Tier 3",
"status": "open",
"service": "Email",
"account": "MDR Customer"
}
}
}
data = {
'data': json.dumps(ticketjson)
}
url = api_base + "request/"
ticket_num = 0;
result = requests.post(url,data=data,params=params,headers=headers)
jdata = result.json()
if jdata['operation']['result']['status'] == "Success":
ticket_num = jdata['operation']['details']['workorderid']
return ticket_num
def get_all_tickets(account):
ticketjson = {
"operation": {
"details": {
"from": "0",
"limit": "10",
"filterby": "All_Requests"
}
}
}
print("Account: {}".format(account))
if not account == "all":
ticketjson['operation']['details'].update({"account":account})
print(ticketjson)
data = {
'data': ticketjson
}
params2 = {
"TECHNICIAN_KEY": sdp_key,
"format":"json",
'data': json.dumps(ticketjson)
}
url = api_base + "request/"
result = requests.get(url,data=data,params=params2,headers=headers)
jdata = result.json()
blocks = {
"blocks" : [
{
"type": "section",
"text": {
"type": "mrkdwn",
"text": "Ticket Listing"
}
}
]
}
ticout = ""
if jdata['operation']['result']['status'] == "Success":
for ticket in jdata['operation']['details']:
time = int(ticket['createdtime']) // 1000
tickURL = url_base + "WorkOrder.do?woMode=viewWO&woID={}".format(ticket['workorderid'])
section = {
"type": "context",
"elements": [
{
"type": "mrkdwn",
"text": "<{}|{}> - _{}_".format(tickURL,ticket['workorderid'],ticket['subject'])
},
{
"type": "mrkdwn",
"text": "*Customer:* {}".format(ticket['accountname'])
},
{
"type": "mrkdwn",
"text": "*Requester:* {}".format(ticket['requester'])
},
{
"type": "mrkdwn",
"text": "*Owner:* {}".format(ticket['technician'])
},
{
"type": "mrkdwn",
"text": "*Priority:* {}".format(ticket['priority'])
},
{
"type": "mrkdwn",
"text": "*Status:* {}".format(ticket['status'])
},
{
"type": "mrkdwn",
"text": "*Overdue/SLA Status:* {}".format(ticket['isoverdue'])
},
{
"type": "mrkdwn",
"text": "*Created:* {}".format(datetime.fromtimestamp(time))
}
]
}
blocks['blocks'].append(section)
return blocks
def get_tickets_customers():
ticketjson = {
"operation": {
"details": {
"from": "0",
"limit": "25",
"q": "*"
}
}
}
data = {
'data': ticketjson
}
params2 = {
"TECHNICIAN_KEY": sdp_key,
"format":"json",
'data': json.dumps(ticketjson)
}
url = api_base + "admin/account"
result = requests.get(url,data=data,params=params2,headers=headers)
jdata = result.json()
ticout = ""
if jdata['operation']['result']['status'] == "Success":
for ticket in jdata['operation']['details']:
ticout += "{}\t-\t".format(ticket['AccountName'])
ticout += "{}\t".format(ticket['Description'])
ticout += "\n"
print(ticout)
return(ticout)
def get_ticket_status(search_text):
params2 = {
"TECHNICIAN_KEY": sdp_key,
"format":"json",
}
url = api_base + "request/{}".format(search_text)
result = requests.get(url,params=params2,headers=headers)
jdata = result.json()
print(jdata)
def get_ticket_notes(search_text):
params2 = {
"TECHNICIAN_KEY": sdp_key,
"format":"json",
}
url = api_base + "request/{}/notes".format(search_text)
result = requests.get(url,params=params2,headers=headers)
jdata = result.json()
print(jdata)
# Testing.. you can use these to test each function instead of running through slack
# create_ticket(56655)
# get_all_tickets("Elsinore Beer")
# get_tickets_customers()
# get_ticket_status(9)