[rt2fs] retry on failed ticket dump

fs2zammad

@@ -5,6 +5,7 @@ import json
 import os
 import pickle
 import sys
+import html2text
 
 from zammad_py import ZammadAPI
 from zammad_py.api import Resource, TagList, TicketArticle
@@ -55,15 +56,20 @@ def get_zammad_session(impersonated_user=None):
 
 def maybe_create_zammad_user(userdata, zammad_session, attr="login", default=None):
     # Map disabled users (in RT) to mock user in Zammad.
-    if type(userdata) is str or "EmailAddress" not in userdata:
+    if type(userdata) is str and userdata.lower() in USERMAP:
+        email = userdata
+    elif type(userdata) is str or "EmailAddress" not in userdata:
         userdata = {
             'EmailAddress': 'technik@ungleich.ch',
             'RealName': 'Disabled RT'
         }
+        email = userdata["EmailAddress"]
+    elif "EmailAddress" in userdata:
+        email = userdata["EmailAddress"]
+    else:
+        raise ValueError("Invalid userdata")
 
-    email = userdata["EmailAddress"]
     lowercase_email = email.lower()
-
     if lowercase_email not in USERMAP:
         kwargs = {"email": email}
         kwargs.update(config["userdata"])
@@ -95,6 +101,15 @@ def maybe_create_zammad_user(userdata, zammad_session, attr="login", default=Non
 
     return USERMAP[lowercase_email].get(attr, default)
 
+# def ensure_user_is_zammad_agent(user, zammad_session):
+#     print(f"Promoting user {user} to Agent")
+#     id = maybe_create_zammad_user(user, zammad_session, "id")
+#     roles = maybe_create_zammad_user(user, zammad_session, "roles")
+#     if "Agent" not in roles:
+#         zammad_session.user.update(
+#             id, {"roles": roles.append("Agent")}
+#         )
+
 ### main logic ###
 
 if not os.path.exists("rt2zammad.json"):
@@ -106,6 +121,7 @@ if not os.path.exists("rt2zammad.json"):
 with open("rt2zammad.json") as handle:
     config = json.load(handle)
 
+h2t = html2text.HTML2Text()
 zammad = get_zammad_session()
 
 os.makedirs("users", exist_ok=True)
@@ -188,33 +204,56 @@ for id in ticket_ids:
 
         # Attachments.
         files = []
+        may_contain_entry_content = None
         for a, title in entry["Attachments"]:
             with open(f"attachments/{id}/{a}", "rb") as handle:
                 data = pickle.load(handle)
 
-            if data["Filename"] in ("", "signature.asc"):
+            if data["Filename"] == "signature.asc":
                 continue
-            files.append(
-                {
+
+            file_template = {
                     "filename": data["Filename"],
                     "data": base64.b64encode(data["Content"]).decode("utf-8"),
                     "mime-type": data["ContentType"],
                 }
-            )
 
+            if data["Filename"] == '':
+                if may_contain_entry_content is None:
+                    may_contain_entry_content = file_template
+            else:
+                files.append(file_template)
+            
         # Comment/note.
         entry_creator = entry["Creator"]
         with open(f"users/{entry_creator}", "rb") as handle:
             rt_entry_creator = pickle.load(handle)
 
-        zammad_creator = maybe_create_zammad_user(rt_entry_creator, zammad)
+        zammad_entry_creator = maybe_create_zammad_user(rt_entry_creator, zammad)
+        entry_content = entry["Content"]
+        if entry_content == '' and may_contain_entry_content:
+            file = may_contain_entry_content
+            entry_content = base64.b64decode(file["data"]).decode("utf-8")
+            if file["mime-type"]:
+                entry_content = h2t.handle(entry_content)
+
         zammad_entry_template = {
                 "ticket_id": zammad_ticket["id"],
-                "body": entry["Content"],
+                "body": entry_content,
                 "internal": entry["Type"] == "Comment",
                 "attachments": files,
             }
-        try:
-            TicketArticle(get_zammad_session(zammad_creator)).create(zammad_entry_template)
-        except:
-            print(f"FIXME: Failed to add comment to ticket RT#{id}/Zammad#{zammad_ticket["id"]}: user permission issue?")
+        entry_creator_id = maybe_create_zammad_user(zammad_entry_creator, zammad, "id")
+
+        # We temporarly change the ticket's creator to create a new entry
+        # without giving its author 'Agent' privileges.
+        restore_creator_to = None
+        if entry_creator_id != zammad_ticket["customer_id"]:
+            zammad_ticket = zammad.ticket.update(zammad_ticket["id"], {"customer_id": entry_creator_id})
+            restore_creator_to = zammad_ticket["customer_id"]
+
+        print(f"-> Adding a new entry/comment to ticket {zammad_ticket["id"]} ({zammad_entry_creator})...")
+        TicketArticle(get_zammad_session(zammad_entry_creator)).create(zammad_entry_template)
+
+        if restore_creator_to != None:
+            zammad.ticket.update(zammad_ticket["id"], {"customer_id": restore_creator_to})

rt2fs

@@ -52,34 +52,39 @@ os.makedirs("attachments", exist_ok=True)
 
 ticket_ids = range(config["rt_start"], config["rt_end"])
 
-def dump(id):
+def dump(id, retries=3):
     print(f"Dumping RT#{id}")
-    ticket_dumpfile = f"tickets/{id}"
-    if not os.path.exists(ticket_dumpfile):
-        ticket = rt.get_ticket(id)
-        if ticket is None:
-            print("Got 'None' while fetching ticket")
-            os.exit(1)
-        ticket["original_id"] = str(id)
-        if ticket["Queue"] != 'spam':
-            maybe_dump_user(rt, ticket["Creator"])
-            maybe_dump_user(rt, ticket["Owner"])
+    try:
+        ticket_dumpfile = f"tickets/{id}"
+        if not os.path.exists(ticket_dumpfile):
+            ticket = rt.get_ticket(id)
+            if ticket is None:
+                print("Got 'None' while fetching ticket")
+                os.exit(1)
+            ticket["original_id"] = str(id)
+            if ticket["Queue"] != 'spam':
+                maybe_dump_user(rt, ticket["Creator"])
+                maybe_dump_user(rt, ticket["Owner"])
 
-            if ticket["original_id"] != ticket["numerical_id"]:
-                # Merged ticket
-                history = []
-            else:
-                history = rt.get_history(id)
-                for item in history:
-                    for a, title in item["Attachments"]:
-                        attachment = rt.get_attachment(id, a)
-                        os.makedirs(f"attachments/{id}", exist_ok=True)
-                        with open(f"attachments/{id}/{a}", "wb") as handle:
-                            pickle.dump(attachment, handle)
-                    maybe_dump_user(rt, item["Creator"])
-            data = {"ticket": ticket, "history": history}
-            with open(ticket_dumpfile, "wb") as handle:
-                pickle.dump(data, handle)
+                if ticket["original_id"] != ticket["numerical_id"]:
+                    # Merged ticket
+                    history = []
+                else:
+                    history = rt.get_history(id)
+                    for item in history:
+                        for a, title in item["Attachments"]:
+                            attachment = rt.get_attachment(id, a)
+                            os.makedirs(f"attachments/{id}", exist_ok=True)
+                            with open(f"attachments/{id}/{a}", "wb") as handle:
+                                pickle.dump(attachment, handle)
+                        maybe_dump_user(rt, item["Creator"])
+                data = {"ticket": ticket, "history": history}
+                with open(ticket_dumpfile, "wb") as handle:
+                    pickle.dump(data, handle)
+    except:
+        print(f"Failed to dump RT#{id}.. ({retries} retries left)")
+        if retries > 0:
+            dump(id, retries - 1)
 
 worker_count = 4
 with Pool(worker_count) as p: