# By : Asif Al Shahriar # This file contains all constants related to the HaloITSM integration. from dbqueries.integrations import db_haloitsm from integrations.freshservice import default_status_value from utils import constants, errors, var_names import json import logging import requests # HaloITSM variables var_ticket = 'ticket' var_summary = 'summary' var_id = 'id' var_details = 'details' var_priority_id = 'priority_id' var_status_id = 'status_id' var_ticket_type_id = 'ticket_type_id' var_name = 'name' # Default Values default_status_value = 1 # Open default_priority_value = 1 # Urgent # HaloITSM priority/urgency halo_priority_mapping = { 1 : constants.critical_urgency, 2 : constants.high_urgency, 3 : constants.medium_urgency, 4 : constants.low_urgency } # HaloITSM status halo_status_mapping = { 1 : constants.open_state, # New 2 : constants.acknowledged_state, #In Progress 9 : constants.resolved_state # closed } url_authorize_haloitsm_account = 'https://{0}/auth/token' url_create_ticket = 'https://{0}/api/tickets' url_update_ticket = 'https://{0}/api/tickets' def authorize_haloitsm_account(domain, id , secret): ''' Get the access token for further requests :param domain : The domain this integration associated with :param id: Client id :param secret: Client secret ''' headers_body = {"Content-Type": "application/x-www-form-urlencoded"} req_body= { 'grant_type': 'client_credentials', 'client_id': id, 'client_secret': secret, 'scope': 'all' } response = requests.post(url_authorize_haloitsm_account.format(domain),headers=headers_body,data= req_body) response = response.json() return response['token_type']+" "+response['access_token'] def create_haloitsm_ticket(conn, timestamp, org_id, integ_key, integ_info, task_title, text_msg, instance_state, urgency): ''' Creates a HaloITSM 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 HaloITSM 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 :return: (str) -> ticket ID (None if ticket cannot be created) ''' halo_det = db_haloitsm.get_haloitsm_accounts(conn, timestamp, org_id, integration_key=integ_key) if len(halo_det) == 0: raise LookupError(errors.err_haloitsm_integration_not_found) halo_status = int(integ_info[var_names.status][instance_state])\ if integ_info[var_names.status] is not None else default_status_value halo_priority = int(integ_info[var_names.urgency_level][str(urgency)]) \ if integ_info[var_names.urgency_level] is not None else default_priority_value domain = halo_det[0][var_names.vendor_endpoint] client_id = halo_det[0][var_names.access_token] client_secret = halo_det[0][var_names.secret_token] access_token = authorize_haloitsm_account(domain, client_id, client_secret) headers = {"Content-Type": "application/json", "Accept": "application/json", "Authorization": access_token} ticket_create_body = [{'summary': task_title, 'details': '
' + text_msg if text_msg is not None else task_title + '
', 'tickettype_id': integ_info[var_names.ticket_type], 'priority_id': 1, 'category_1': 'Account Administration', 'impact': 0, 'urgency': halo_priority, 'status_id': halo_status, 'dateoccurred': timestamp, 'customfields': [{'id': 165, 'value': 1}, {'id': 166, 'value': 1}, {'id': 223, 'value': False}]}] ticket_id, exe_status, exe_output = None, 400, errors.err_processing_failed try: response = requests.post(url_create_ticket.format(domain), headers=headers, data=json.dumps(ticket_create_body)) exe_status = response.status_code exe_output = response.json() if exe_status in [200, 201]: ticket_id = str(exe_output['id']) else: logging.exception('Failed to create HaloITSM ticket') logging.exception(exe_output) except Exception as e: logging.exception('Failed to create HaloITSM ticket') logging.exception(str(e)) finally: return ticket_id, exe_status, exe_output def update_haloitsm_ticket(conn, timestamp, org_id, integ_key, integ_info, ticket_id, new_state=None, new_urgency=None, new_note=None): ''' Update a HaloITSM 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 ''' halo_det = db_haloitsm.get_haloitsm_accounts(conn, timestamp, org_id, integration_key=integ_key) if len(halo_det) == 0: raise LookupError(errors.err_haloitsm_integration_not_found) domain = halo_det[0][var_names.vendor_endpoint_name] client_id = halo_det[0][var_names.access_token] client_secret = halo_det[0][var_names.secret_token] access_token = authorize_haloitsm_account(domain, client_id, client_secret) headers = {"Content-Type": "application/json", "Accept": "application/json", "Authorization": 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 : body = {} body['id'] = ticket_id if to_sync_status: body['status_id'] = int(integ_info[var_names.status][new_state]) if to_sync_urgency: body['priority_id'] = int(integ_info[var_names.urgency_level][str(new_urgency)]) try: response = requests.put(url_update_ticket.format(domain), headers=headers, data=json.dumps(body)) if response.status_code not in [200, 201]: logging.error('Failed - HaloITSM ticket ' + ticket_id + ' update - ' + str(body)) logging.exception(response.json()) except Exception as e: logging.exception('Failed to update HaloITSM ticket') logging.exception(str(e)) # if to_sync_notes: # body = {'body': new_note, 'private': True} # try: # response = requests.post(url_add_ticket_note.format(domain, ticket_id), headers=headers, # data=json.dumps(body), auth=HTTPBasicAuth(api_key, 'x')) # if response.status_code not in [200, 201]: # logging.error('Failed - Freshservice ticket ' + ticket_id + ' add note - ' + str(body)) # logging.exception(response.json()) # except Exception as e: # logging.exception('Failed to add note to Freshservice ticket') # logging.exception(str(e)) def get_field_value(field, payload): """ Get a field value from the payload's ticket object. """ ticket = payload[var_ticket] if not isinstance(ticket, dict): return None return ticket[field]