RT

This module leverages RT’s REST API to create new interfaces for LNL’s ticketing system.

API Methods

rt.api.api_request(method, endpoint, data=None, token=None)[source]

Send an API request to the RT server

Parameters:

  • method – GET, POST, PUT, or DELETE

  • endpoint – RT endpoint

  • data – JSON data (if applicable)

  • token – RT Auth Token (uses the General account token if None)

Returns:

Response

rt.api.create_ticket(queue, reporter, subject, content, html=False, cc=None, attachments=None)[source]

Create a new ticket in RT

Parameters:

  • queue – The ticket queue to send the ticket to

  • reporter – Email address of the user submitting the ticket

  • subject – Brief subject line for quick reference

  • content – The contents of the ticket

  • html – If true, will set ContentType to text/html instead of text/plain

  • cc – List of additional email addresses to include in the ticket [Optional]

  • attachments – A list of attachments to include [Optional]

Returns:

API response

rt.api.fetch_ticket(ticket_id)[source]

Retrieve a ticket from RT

Parameters:

ticket_id – The ticket’s ID #

Returns:

Dictionary of ticket information

rt.api.get_user(username, token)[source]

Obtain user profile from RT

Parameters:

  • username – Username to use in search

  • token – Valid auth token with the proper permissions

Returns:

User profile (JSON) or None if not found

rt.api.permission_error(response)[source]

Check if a request to RT was rejected due to a lack of permissions

Parameters:

response – The response from RT

Returns:

True if the request was rejected

rt.api.search_tickets(query)[source]

Obtain a list of RT tickets matching the specified query (works with pagination)

Parameters:

query – The TicketSQL query to use for the search

Returns:

A list of ticket ids

Search for tickets in RT. You must provide a value for at least one of the following: requestor, owner, queue

Parameters:

  • requestor – Email address of the user that submitted the tickets

  • owner – Email address of the user the tickets have been assigned to

  • queue – Name of the RT queue (i.e. Database, Repairs, etc.)

  • status – Filter by ticket status (i.e. New, Open, __Active__, etc.) [Optional]

Returns:

A list of ticket ids

rt.api.ticket_comment(ticket_id, comments, notify=False, token=None)[source]

Comment on a ticket in RT

Parameters:

  • ticket_id – The ticket’s ID #

  • comments – Comments to add to the ticket

  • notify – If True, comments will also be sent to watchers via email

  • token – Provide token if available (Comment will be posted anonymously otherwise)

Returns:

API response

rt.api.ticket_history(ticket_id, simple=True, token=None)[source]

Retrieve ticket history information from RT

Parameters:

  • ticket_id – The ticket’s ID #

  • simple – If False, the response will contain more detailed information

  • token – RT Auth Token (uses the General account token if not provided)

Returns:

Dictionary - Contains a list of dictionaries with ticket history information

rt.api.update_ticket(ticket_id, token, status=None, owner=None)[source]

Update a ticket’s metadata in RT

Parameters:

  • ticket_id – The ticket’s ID #

  • token – Auth token to authenticate the request with

  • status – The new status to assign to the ticket (if applicable). Must match the available options in RT.

  • owner – The email address of the user to assign the ticket to (if applicable)

Returns:

API response

Views

Walks the user through connecting their RT account to their LNLDB account

rt.views.new_ticket(request)[source]

Form for submitting an RT ticket to the Database queue

Forms

class rt.forms.AuthTokenForm(data=None, files=None, auto_id='id_%s', prefix=None, initial=None, error_class=<class 'django.forms.utils.ErrorList'>, label_suffix=None, empty_permitted=False, field_order=None, use_required_attribute=None, renderer=None)[source]
class Meta[source]
layout = [('Text', "To continue, you'll need to create an Auth Token in RT. For instructions on how to do this, <a href='https://lnldb.readthedocs.io/en/latest/help/accounts/linking-rt.html'>click here</a>.<br><br>"), ('Field', 'token')]
base_fields = {'token': <django.forms.fields.CharField object>}
declared_fields = {'token': <django.forms.fields.CharField object>}
property media

Return all media required to render the widgets on this form.

class rt.forms.TicketSubmissionForm(data=None, files=None, auto_id='id_%s', prefix=None, initial=None, error_class=<class 'django.forms.utils.ErrorList'>, label_suffix=None, empty_permitted=False, field_order=None, use_required_attribute=None, renderer=None)[source]
class Meta[source]
layout = [('Text', "<span style='color: grey'><em>Your name and contact information will automatically be shared with our support team when you submit this form.</em></span><br><br>"), ('Field', 'subject'), ('Field', 'description'), ('Field', 'attachments')]
base_fields = {'attachments': <multiupload.fields.MultiFileField object>, 'description': <django.forms.fields.CharField object>, 'subject': <django.forms.fields.CharField object>}
declared_fields = {'attachments': <multiupload.fields.MultiFileField object>, 'description': <django.forms.fields.CharField object>, 'subject': <django.forms.fields.CharField object>}
property media

Return all media required to render the widgets on this form.