[fs2zammad] retry import due to unpredictable 503
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1 changed files with 118 additions and 111 deletions
229
fs2zammad
229
fs2zammad
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@ -110,133 +110,141 @@ def maybe_create_zammad_user(userdata, zammad_session, attr="login", default=Non
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# id, {"roles": roles.append("Agent")}
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# )
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def create_zammad_ticket(id, zammad, h2t):
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with open(f"tickets/{id}", "rb") as handle:
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rt_ticket = pickle.load(handle)
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def create_zammad_ticket(id, zammad, h2t, retries=3):
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try:
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with open(f"tickets/{id}", "rb") as handle:
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rt_ticket = pickle.load(handle)
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label = "RT-{}".format(rt_ticket["ticket"]["original_id"])
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creator = rt_ticket["ticket"]["Creator"]
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with open(f"users/{creator}", "rb") as handle:
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rt_creator = pickle.load(handle)
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label = "RT-{}".format(rt_ticket["ticket"]["original_id"])
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creator = rt_ticket["ticket"]["Creator"]
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with open(f"users/{creator}", "rb") as handle:
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rt_creator = pickle.load(handle)
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# The RT user object doesn't always contain everything (e.g. disabled users).
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if "EmailAddress" in rt_creator:
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creator = rt_creator["EmailAddress"]
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print(f"Importing {label} ({creator})")
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# The RT user object doesn't always contain everything (e.g. disabled users).
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if "EmailAddress" in rt_creator:
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creator = rt_creator["EmailAddress"]
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print(f"Importing {label} ({creator})")
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zammad_creator = maybe_create_zammad_user(rt_creator, zammad)
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zammad_creator = maybe_create_zammad_user(rt_creator, zammad)
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# Make sure that we use what we created in Zammad, independently of what we
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# had in RT.
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creator = zammad_creator
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# Make sure that we use what we created in Zammad, independently of what we
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# had in RT.
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creator = zammad_creator
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zammad_ticket_template = {
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"title": rt_ticket["ticket"]["Subject"],
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"group": "Users",
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"customer": creator,
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"note": "RT-import:{}".format(rt_ticket["ticket"]["original_id"]),
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"article": {
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"subject": rt_ticket["ticket"]["Subject"],
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},
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}
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zammad_ticket_template = {
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"title": rt_ticket["ticket"]["Subject"],
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"group": "Users",
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"customer": creator,
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"note": "RT-import:{}".format(rt_ticket["ticket"]["original_id"]),
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"article": {
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"subject": rt_ticket["ticket"]["Subject"],
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},
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}
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# Ticket creation.
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merged = False
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if rt_ticket["ticket"]["original_id"] != rt_ticket["ticket"]["numerical_id"]:
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merged = True
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zammad_ticket_template["state_id"] = STATUSMAP["resolved"]
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zammad_ticket_template["article"]["body"] = "RT ticket merged into {}".format(
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rt_ticket["ticket"]["numerical_id"]
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)
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zammad_ticket = get_zammad_session(creator).ticket.create(zammad_ticket_template)
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else:
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zammad_ticket_template["state_id"] = STATUSMAP[rt_ticket["ticket"]["Status"]]
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body = rt_ticket["history"][0]["Content"] or 'RT Import: empty comment.'
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zammad_ticket_template["article"]["body"] = body
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zammad_ticket = get_zammad_session(creator).ticket.create(zammad_ticket_template)
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# Ticket creation.
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merged = False
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if rt_ticket["ticket"]["original_id"] != rt_ticket["ticket"]["numerical_id"]:
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merged = True
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zammad_ticket_template["state_id"] = STATUSMAP["resolved"]
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zammad_ticket_template["article"]["body"] = "RT ticket merged into {}".format(
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rt_ticket["ticket"]["numerical_id"]
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)
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zammad_ticket = get_zammad_session(creator).ticket.create(zammad_ticket_template)
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else:
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zammad_ticket_template["state_id"] = STATUSMAP[rt_ticket["ticket"]["Status"]]
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body = rt_ticket["history"][0]["Content"] or 'RT Import: empty comment.'
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zammad_ticket_template["article"]["body"] = body
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zammad_ticket = get_zammad_session(creator).ticket.create(zammad_ticket_template)
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print(f"Created Zammad ticket {zammad_ticket['id']} for {label}")
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print(f"Created Zammad ticket {zammad_ticket['id']} for {label}")
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if rt_ticket["ticket"]["Owner"] and rt_ticket["ticket"]["Owner"] != "Nobody":
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zammad_owner_id = maybe_create_zammad_user(rt_ticket["ticket"]["Owner"], zammad, "id")
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zammad.ticket.update(
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zammad_ticket["id"], {"owner_id": zammad_owner_id}
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if rt_ticket["ticket"]["Owner"] and rt_ticket["ticket"]["Owner"] != "Nobody":
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zammad_owner_id = maybe_create_zammad_user(rt_ticket["ticket"]["Owner"], zammad, "id")
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zammad.ticket.update(
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zammad_ticket["id"], {"owner_id": zammad_owner_id}
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)
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# Ignore comments for merged tickets.
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if merged:
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return
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# Internal note regarding the RT-Zammad import.
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TicketArticle(zammad).create(
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{
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"ticket_id": zammad_ticket["id"],
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"body": COMMENT_TEMPLATE.format(**rt_ticket["ticket"]),
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"internal": True,
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}
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)
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# Ignore comments for merged tickets.
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if merged:
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return
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# Internal note regarding the RT-Zammad import.
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TicketArticle(zammad).create(
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{
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"ticket_id": zammad_ticket["id"],
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"body": COMMENT_TEMPLATE.format(**rt_ticket["ticket"]),
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"internal": True,
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}
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)
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# Comments/notes within the ticket.
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for entry in rt_ticket["history"]:
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if entry["Type"] not in ("Correspond", "Comment"):
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continue
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# Attachments.
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files = []
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may_contain_entry_content = None
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for a, title in entry["Attachments"]:
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with open(f"attachments/{id}/{a}", "rb") as handle:
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data = pickle.load(handle)
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if data["Filename"] == "signature.asc":
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# Comments/notes within the ticket.
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for entry in rt_ticket["history"]:
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if entry["Type"] not in ("Correspond", "Comment"):
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continue
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file_template = {
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"filename": data["Filename"],
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"data": base64.b64encode(data["Content"]).decode("utf-8"),
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"mime-type": data["ContentType"],
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}
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# Attachments.
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files = []
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may_contain_entry_content = None
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for a, title in entry["Attachments"]:
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with open(f"attachments/{id}/{a}", "rb") as handle:
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data = pickle.load(handle)
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if data["Filename"] == '':
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if may_contain_entry_content is None:
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may_contain_entry_content = file_template
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else:
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files.append(file_template)
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if data["Filename"] == "signature.asc":
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continue
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file_template = {
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"filename": data["Filename"],
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"data": base64.b64encode(data["Content"]).decode("utf-8"),
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"mime-type": data["ContentType"],
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}
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if data["Filename"] == '':
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if may_contain_entry_content is None:
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may_contain_entry_content = file_template
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else:
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files.append(file_template)
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# Comment/note.
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entry_creator = entry["Creator"]
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with open(f"users/{entry_creator}", "rb") as handle:
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rt_entry_creator = pickle.load(handle)
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# Comment/note.
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entry_creator = entry["Creator"]
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with open(f"users/{entry_creator}", "rb") as handle:
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rt_entry_creator = pickle.load(handle)
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zammad_entry_creator = maybe_create_zammad_user(rt_entry_creator, zammad)
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entry_content = entry["Content"]
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if entry_content == '' and may_contain_entry_content:
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file = may_contain_entry_content
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entry_content = base64.b64decode(file["data"]).decode("utf-8")
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if file["mime-type"]:
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entry_content = h2t.handle(entry_content)
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zammad_entry_creator = maybe_create_zammad_user(rt_entry_creator, zammad)
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entry_content = entry["Content"]
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if entry_content == '' and may_contain_entry_content:
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file = may_contain_entry_content
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entry_content = base64.b64decode(file["data"]).decode("utf-8")
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if file["mime-type"]:
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entry_content = h2t.handle(entry_content)
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zammad_entry_template = {
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"ticket_id": zammad_ticket["id"],
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"body": entry_content,
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"internal": entry["Type"] == "Comment",
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"attachments": files,
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}
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entry_creator_id = maybe_create_zammad_user(zammad_entry_creator, zammad, "id")
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zammad_entry_template = {
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"ticket_id": zammad_ticket["id"],
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"body": entry_content,
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"internal": entry["Type"] == "Comment",
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"attachments": files,
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}
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entry_creator_id = maybe_create_zammad_user(zammad_entry_creator, zammad, "id")
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# We temporarly change the ticket's creator to create a new entry
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# without giving its author 'Agent' privileges.
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restore_creator_to = None
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if entry_creator_id != zammad_ticket["customer_id"]:
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zammad.ticket.update(zammad_ticket["id"], {"customer_id": entry_creator_id})
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restore_creator_to = zammad_ticket["customer_id"]
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# We temporarly change the ticket's creator to create a new entry
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# without giving its author 'Agent' privileges.
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restore_creator_to = None
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if entry_creator_id != zammad_ticket["customer_id"]:
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zammad.ticket.update(zammad_ticket["id"], {"customer_id": entry_creator_id})
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restore_creator_to = zammad_ticket["customer_id"]
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zammad_ticket_id = zammad_ticket["id"]
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print(f"-> Adding a new entry/comment to ticket {zammad_ticket_id} ({zammad_entry_creator})...")
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TicketArticle(get_zammad_session(zammad_entry_creator)).create(zammad_entry_template)
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zammad_ticket_id = zammad_ticket["id"]
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print(f"-> Adding a new entry/comment to ticket {zammad_ticket_id} ({zammad_entry_creator})...")
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TicketArticle(get_zammad_session(zammad_entry_creator)).create(zammad_entry_template)
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if restore_creator_to != None:
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zammad.ticket.update(zammad_ticket["id"], {"customer_id": restore_creator_to})
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if restore_creator_to != None:
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zammad.ticket.update(zammad_ticket["id"], {"customer_id": restore_creator_to})
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except KeyboardInterrupt:
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print("Received keyboard interrupt. Exiting.")
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sys.exit()
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except:
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print(f"Failed to import RT-#{id} .. ({retries} retries left)")
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if retries > 0:
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create_zammad_ticket(id, zammad, h2t, retries - 1)
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### main logic ###
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@ -262,9 +270,8 @@ print(f"Found {len(ticket_ids)} tickets on filesystem.")
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for id in ticket_ids:
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try:
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create_zammad_ticket(id, zammad, h2t)
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except KeyboardInterrupt:
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print("Received keyboard interrupt. Exiting.")
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create_zammad_ticket(id, zammad, h2t, 3)
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except SystemExit:
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sys.exit()
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except:
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print(f"Failed to import RT#{id}")
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