Class: RT_Client

Inherits:
Object
  • Object
show all
Defined in:
rt_client.rb

Overview

<img src=“https://badge.fury.io/rb/rt-client.png” alt=“Gem Version” /> A ruby library API to Request Tracker’s REST interface. Requires the rubygem rest-client be installed. You can create a file name .rtclientrc in the same directory as client.rb with a default server/user/pass to connect to RT as, so that you don’t have to specify it/update it in lots of different scripts.

Thanks to the following members of the RT community for patches: Brian McArdle for patch dealing with spaces in Custom Fields (use ‘_’) Steven Craig for a bug fix and feature additions to the usersearch() method. Rafael Abdo for fixing a broken regex.

Extra Special Thanks to Robert Vinson for 1.9.x compatibility when I couldn’t be buggered and refactoring the old mess into something with much fewer dependencies.

TODO: Streaming, chunking attachments in compose method

See each method for sample usage. To use this, “gem install rt-client” and

require "rt_client"

Constant Summary collapse

UA = 
"Mozilla/5.0 ruby RT Client Interface 1.0.0"

Instance Attribute Summary collapse

Instance Method Summary collapse

Constructor Details

#initialize(*params) ⇒ RT_Client

Create a new RT_Client object. Load up our stored cookie and check it. Log into RT again if needed and store the new cookie. You can specify login and cookie storage directories in 3 different ways:

  1. Explicity during object creation

  2. From a .rtclientrc file in the working directory of your ruby program

  3. From a .rtclientrc file in the same directory as the library itself

These are listed in order of priority; if you have explicit parameters, they are always used, even if you have .rtclientrc files. If there is both an .rtclientrc in your program’s working directory and in the library directory, the one from your program’s working directory is used. If no parameters are specified either explicity or by use of a .rtclientrc, then the defaults of “rt_user”, “rt_pass” are used with a default server of “localhost”, and cookies are stored in the directory where the library resides.

rt= RT_Client.new( :server  => "https://tickets.ambulance.com/",
                   :user    => "rt_user",
                   :pass    => "rt_pass",
                   :cookies => "/my/cookie/dir" )

rt= RT_Client.new # use defaults from .rtclientrc

.rtclientrc format:

server=<RT server>
user=<RT user>
pass=<RT password>
cookies=<directory>



72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
120
121
122
123
124
125
126
127
128
129
130
131
132
133
134
135
136
137
138
139
140
141
142
143
144
145
146
147
 
# File 'rt_client.rb', line 72

def initialize(*params)
  @boundary = "----xYzZY#{rand(1000000).to_s}xYzZY"
  @version = "1.0.0"
  @status = "Not connected"
  @server = "http://localhost/"
  @user = "rt_user"
  @pass = "rt_pass"
  @cookies = Dir.pwd
  config_file = Dir.pwd + "/.rtclientrc"
  config = ""
  if File.file?(config_file)
    config = File.read(config_file)
  else
    config_file = File.dirname(__FILE__) + "/.rtclientrc"
    config = File.read(config_file) if File.file?(config_file)
  end
  @server = $~[1] if config =~ /\s*server\s*=\s*(.*)$/i
  @user = $~[1] if config =~ /^\s*user\s*=\s*(.*)$/i
  @pass = $~[1] if config =~ /^\s*pass\s*=\s*(.*)$/i
  @cookies = $~[1] if config =~ /\s*cookies\s*=\s*(.*)$/i
  @resource = "#{@server}REST/1.0/"
  if params.class == Array && params[0].class == Hash
    param = params[0]
    @user = param[:user] if param.has_key? :user
    @pass = param[:pass] if param.has_key? :pass
    if param.has_key? :server
      @server = param[:server]
      @server += "/" if @server !~ /\/$/
      @resource = "#{@server}REST/1.0/"
    end
    @cookies  = param[:cookies] if param.has_key? :cookies
  end
  @login = { :user => @user, :pass => @pass }
  cookiejar = "#{@cookies}/RT_Client.#{@user}.cookie" # cookie location
  cookiejar.untaint
  if File.file? cookiejar
    @cookie = File.read(cookiejar).chomp
    headers = { 'User-Agent' => UA,
    'Content-Type' => "application/x-www-form-urlencoded",
    'Cookie'       => @cookie }
  else
    headers = { 'User-Agent' => UA,
    'Content-Type' => "application/x-www-form-urlencoded" }
    @cookie = ""
  end

  site = RestClient::Resource.new(@resource, :headers => headers, :timeout => 240, :verify_ssl => false)
  data = site.post "" # a null post just to check that we are logged in

  if @cookie.length == 0 or data =~ /401/ # we're not logged in
    data = site.post @login, :headers => headers
    # puts data
    if data.headers[:set_cookie].class == String
      @cookie = data.headers[:set_cookie].split('; ')[0]
    elsif data.headers[:set_cookie].class == Array
      @cookie = data.headers[:set_cookie][0].split('; ')[0]
    else
      puts "Don't know how to handle set_cookie header, RestClient gave me a #{data.headers[:set_cookie].class}"
      exit
    end
    # write the new cookie
    if @cookie !~ /nil/
      f = File.new(cookiejar,"w")
      f.puts @cookie
      f.close
    end
  end
  
  headers = { 'User-Agent'   => UA,
    'Content-Type' => "multipart/form-data; boundary=#{@boundary}",
    'Cookie'       => @cookie }
  @site = RestClient::Resource.new(@resource, :headers => headers, :verify_ssl => false)
  @status = data
  self.untaint
  
end

Instance Attribute Details

Returns the value of attribute cookie.



42
43
44
 
# File 'rt_client.rb', line 42

def cookie
  @cookie
end

#cookies ⇒ Object (readonly)

Returns the value of attribute cookies.



42
43
44
 
# File 'rt_client.rb', line 42

def cookies
  @cookies
end

#server ⇒ Object (readonly)

Returns the value of attribute server.



42
43
44
 
# File 'rt_client.rb', line 42

def server
  @server
end

#site ⇒ Object (readonly)

Returns the value of attribute site.



42
43
44
 
# File 'rt_client.rb', line 42

def site
  @site
end

#status ⇒ Object (readonly)

Returns the value of attribute status.



42
43
44
 
# File 'rt_client.rb', line 42

def status
  @status
end

#user ⇒ Object (readonly)

Returns the value of attribute user.



42
43
44
 
# File 'rt_client.rb', line 42

def user
  @user
end

#version ⇒ Object (readonly)

Returns the value of attribute version.



42
43
44
 
# File 'rt_client.rb', line 42

def version
  @version
end

Instance Method Details

#add_watcher(*params) ⇒ Object

Add a watcher to a ticket, but only if not already a watcher. Takes a ticket ID, an email address (or array of email addresses), and an optional watcher type. If no watcher type is specified, its assumed to be “Cc”. Possible watcher types are ‘Requestors’, ‘Cc’, and ‘AdminCc’.

rt.add_watcher(123,"[email protected]")
rt.add_watcher(123,["[email protected]","[email protected]"])
rt.add_watcher(123,"[email protected]","Requestors")
rt.add_watcher(:id => 123, :addr => "[email protected]")
rt.add_watcher(:id => 123, :addr => ["[email protected]","[email protected]"])
rt.add_watcher(:id => 123, :addr => "[email protected]", :type => "AdminCc")



738
739
740
741
742
743
744
745
746
747
748
749
750
751
752
753
754
755
756
757
758
759
760
761
762
763
764
765
766
767
768
769
770
771
772
773
774
775
 
# File 'rt_client.rb', line 738

def add_watcher(*params)
  tid = params[0]
  addr = []
  type = "cc"
  addr = params[1] if params.size > 1
  type = params[2] if params.size > 2
  if params[0].class == Hash
    params = params[0]
    tid = params[:id] if params.has_key? :id
    addr = params[:addr] if params.has_key? :addr
    type = params[:type] if params.has_key? :type
  end
  addr = addr.lines.to_a.uniq # make it array if its just a string, and remove dups
  type.downcase!
  tobj = show(tid) # get current watchers
  ccs = tobj["cc"].split(", ")
  accs = tobj["admincc"].split(", ")
  reqs = tobj["requestors"].split(", ")
  watchers = ccs | accs | reqs # union of all watchers
  addr.each do |e|
    case type
      when "cc"
        ccs.push(e) if not watchers.include?(e)
      when "admincc"
        accs.push(e) if not watchers.include?(e)
      when "requestors"
        reqs.push(e) if not watchers.include?(e)
    end
  end
  case type
    when "cc"
      edit(:id => tid, :Cc => ccs.join(","))
    when "admincc"
      edit(:id => tid, :AdminCc => accs.join(","))
    when "requestors"
      edit(:id => tid, :Requestors => reqs.join(","))
  end
end

#attachments(*params) ⇒ Object

Get a list of attachments related to a ticket. Requires a ticket id, returns an array of hashes where each hash represents one attachment. Hash keys are :id, :name, :type, :size. You can optionally request that unnamed attachments be included, the default is to not include them.



627
628
629
630
631
632
633
634
635
636
637
638
639
640
641
642
643
644
645
646
647
648
649
650
651
652
653
654
655
656
657
658
659
660
661
662
663
664
665
666
 
# File 'rt_client.rb', line 627

def attachments(*params)
  id = params[0]
  unnamed = params[1]
  if params[0].class == Hash
    params = params[0]
    id = params[:id] if params.has_key? :id
    unnamed = params[:unnamed] if params.has_key? :unnamed
  end
  unnamed = false if unnamed.to_s == "0"
  id = $~[1] if id =~ /ticket\/(\d+)/
  resp = @site["ticket/#{id}/attachments"].get
  resp.gsub!(/RT\/\d+\.\d+\.\d+\s\d{3}\s.*\n\n/,"") # toss the HTTP response
  resp.gsub!(/^\n/m,"") # toss blank lines
  while resp.match(/CF\.\{[\w_ ]*[ ]+[\w ]*\}/) #replace CF spaces with underscores
    resp.gsub!(/CF\.\{([\w_ ]*)([ ]+)([\w ]*)\}/, 'CF.{\1_\3}')
  end
  th = response_to_h(resp)
  list = []
  pattern = /(\d+:\s.*?\))(?:,|$)/
  match = pattern.match(th['attachments'].to_s)
  while match != nil
    list.push match[0]
    s = match.post_match
    match = pattern.match(s)
  end
  attachments = []
  list.each do |v|
    attachment = {}
    m=v.match(/(\d+):\s+(.*?)\s+\((.*?)\s+\/\s+(.*?)\)/)
    if m.class == MatchData
      next if m[2] == "(Unnamed)" and !unnamed
      attachment[:id] = m[1]
      attachment[:name] = m[2]
      attachment[:type] = m[3]
      attachment[:size] = m[4]
      attachments.push attachment
    end
  end
  attachments
end

#comment(field_hash) ⇒ Object

Comment on a ticket. Requires a hash, which must have an :id key containing the ticket number. Returns the REST response. For a list of fields you can use in a comment, try “/opt/rt3/bin/rt comment ticket/1”

rt.comment( :id   => id,
            :Text => "Oh dear, I wonder if the hip smells like almonds?",
            :Attachment => "/tmp/almonds.gif" )



305
306
307
308
309
310
311
312
313
314
 
# File 'rt_client.rb', line 305

def comment(field_hash)
  if field_hash.has_key? :id
    id = field_hash[:id]
  else
    raise "RT_Client.comment requires a Ticket number in the 'id' key."
  end
  field_hash[:Action] = "comment"
  payload = compose(field_hash)
  @site["ticket/#{id}/comment"].post payload
end

#compose(fields) ⇒ Object

Helper for composing RT’s “forms”. Requires a hash where the keys are field names for an RT form. If there’s a :Text key, the value is modified to insert whitespace on continuation lines. If there’s an :Attachment key, the value is assumed to be a comma-separated list of filenames to attach. It returns a hash to be used with rest-client’s payload class



818
819
820
821
822
823
824
825
826
827
828
829
830
831
832
833
834
835
836
837
838
839
840
841
842
843
844
845
846
847
848
849
850
851
 
# File 'rt_client.rb', line 818

def compose(fields) # :nodoc:
  if fields.class != Hash
    raise "RT_Client.compose requires parameters as a hash."
  end

  payload = { :multipart => true }

  # attachments
  if fields.has_key? :Attachments
    fields[:Attachment] = fields[:Attachments]
    fields.delete :Attachments
  end
  if fields.has_key? :Attachment
    filenames = fields[:Attachment].split(',')
    attachment_num = 1
    filenames.each do |f|
      payload["attachment_#{attachment_num.to_s}"] = File.new(f)
      attachment_num += 1
    end
    # strip paths from filenames
    fields[:Attachment] = filenames.map {|f| File.basename(f)}.join(',')
  end

  # fixup Text field for RT's quasi-RFC822 form
  if fields.has_key? :Text
    fields[:Text].gsub!(/\n/,"\n ") # insert a space on continuation lines.
  end

  field_array = fields.map { |k,v| "#{k}: #{v}" }
  content = field_array.join("\n") # our form
  payload["content"] = content

  return payload
end

#correspond(field_hash) ⇒ Object

correspond on a ticket. Requires a hash, which must have an :id key containing the ticket number. Returns the REST response. For a list of fields you can use in correspondence, try “/opt/rt3/bin/rt correspond ticket/1”

rt.correspond( :id   => id,
               :Text => "We're sending help right away.",
               :Attachment => "/tmp/admittance.doc" )



347
348
349
350
351
352
353
354
355
356
357
358
359
360
 
# File 'rt_client.rb', line 347

def correspond(field_hash)
  if field_hash.has_key? :id
    if field_hash[:id] =~ /ticket\/(\d+)/
      id = $~[1]
    else
      id = field_hash[:id]
    end
  else
    raise "RT_Client.correspond requires a Ticket number in the 'id' key."
  end
  field_hash[:Action] = "correspond"
  payload = compose(field_hash)
  @site["ticket/#{id}/comment"].post payload
end

#create(field_hash) ⇒ Object

Creates a new ticket. Requires a hash that contains RT form fields as the keys. Capitalization is important; use :Queue, not :queue. You will need at least :Queue to create a ticket. For a full list of fields you can use, try “/opt/rt3/bin/rt edit ticket/1”. Returns the newly created ticket number, or a complete REST response.

id = rt.create( :Queue   => "Customer Service",
                :Cc      => "somebody\@email.com",
                :Subject => "I've fallen and I can't get up",
                :Text    => "I think my hip is broken.\nPlease help.",
                :"CF.{CustomField}" => "Urgent",



217
218
219
220
221
222
223
224
225
226
227
228
 
# File 'rt_client.rb', line 217

def create(field_hash)
  field_hash[:id] = "ticket/new"
  payload = compose(field_hash)
  resp = @site['ticket/new/edit'].post payload
  new_id = resp.match(/Ticket\s*(\d+)/)
  if new_id.class == MatchData
    new_ticket = new_id[1]
  else
    new_ticket = resp
  end
  new_ticket # return the ticket number, or the full REST response
end

#create_user(field_hash) ⇒ Object

create a new user. Requires a hash of RT fields => values. Returns the newly created user ID, or the full REST response if there is an error. For a full list of possible parameters that you can specify, look at “/opt/rt/bin/rt edit user/1”

new_id = rt.create_user(:Name => "Joe_Smith", :EmailAddress => "joes\@here.com")



236
237
238
239
240
241
242
243
244
245
246
247
 
# File 'rt_client.rb', line 236

def create_user(field_hash)
  field_hash[:id] = "user/new"
  payload = compose(field_hash)
  resp = @site['user/new/edit'].post payload
  new_id = resp.match(/User\s*(\d+)/)
  if new_id.class == MatchData
    new_user = new_id[1]
  else
    new_user = resp
  end
  new_user # return the new user id or the full REST response
end

#edit(field_hash) ⇒ Object

edit an existing ticket/user. Requires a hash containing RT form fields as keys. the key :id is required. returns the complete REST response, whatever it is. If the id supplied contains “user/”, it edits a user, otherwise it edits a ticket. For a full list of fields you can edit, try “/opt/rt3/bin/rt edit ticket/1”

resp = rt.edit(:id => 822, :Status => "resolved")
resp = rt.edit(:id => ticket_id, :"CF.{CustomField}" => var)
resp = rt.edit(:id => "user/someone", :EMailAddress => "[email protected]")
resp = rt.edit(:id => "user/bossman", :Password => "mypass")
resp = rt.edit(:id => "user/4306", :Disabled => "1")



281
282
283
284
285
286
287
288
289
290
291
292
293
294
295
296
 
# File 'rt_client.rb', line 281

def edit(field_hash)
  if field_hash.has_key? :id
    id = field_hash[:id]
  else
    raise "RT_Client.edit requires a user or ticket id in the 'id' key."
  end
  type = "ticket"
  sid = id
  if id =~ /(\w+)\/(.+)/
    type = $~[1]
    sid = $~[2]
  end
  payload = compose(field_hash)
  resp = @site["#{type}/#{sid}/edit"].post payload
  resp
end

#edit_or_create_user(field_hash) ⇒ Object

edit or create a user. If the user exists, edits the user as “edit” would. If the user doesn’t exist, creates it as “create_user” would.



251
252
253
254
255
256
257
258
259
260
261
262
263
264
265
266
267
 
# File 'rt_client.rb', line 251

def edit_or_create_user(field_hash)
  if field_hash.has_key? :id
    id = field_hash[:id]
    if id !~ /^user\//
      id = "user/#{id}"
      field_hash[:id] = id
    end
  else
    raise "RT_Client.edit_or_create_user require a user id in the 'id' key."
  end
  resp1 =  "not called"
  resp2 =  "not called"
  resp1 = edit(field_hash)
  resp2 = create_user(field_hash) if resp1 =~ /does not exist\.$/
  resp = "Edit: #{resp1}\nCreate:#{resp2}"
  resp
end

#get_attachment(*params) ⇒ Object

Get attachment content for single attachment. Requires a ticket ID and an attachment ID, which must be related. If a directory parameter is supplied, the attachment is written to that directory. If not, the attachment content is returned in the hash returned by the function as the key ‘content’, along with some other keys you always get:

transaction

the transaction id

creator

the user id number who attached it

id

the attachment id

filename

the name of the file

contenttype

MIME content type of the attachment

created

date of the attachment

parent

an attachment id if this was an embedded MIME attachment

x = get_attachment(21,3879)
x = get_attachment(:ticket => 21, :attachment => 3879)
x = get_attachment(:ticket => 21, :attachment => 3879, :dir = "/some/dir")



685
686
687
688
689
690
691
692
693
694
695
696
697
698
699
700
701
702
703
704
705
706
707
708
709
710
711
712
713
714
715
716
717
718
719
720
721
722
723
724
725
 
# File 'rt_client.rb', line 685

def get_attachment(*params)
  tid = params[0]
  aid = params[1]
  dir = nil
  dir = params[2] if params.size > 2
  if params[0].class == Hash
    params = params[0]
    tid = params[:ticket] if params.has_key? :ticket
    aid = params[:attachment] if params.has_key? :attachment
    dir = params[:dir] if params.has_key? :dir
  end
  tid = $~[1] if tid =~ /ticket\/(\d+)/
  resp = @site["ticket/#{tid}/attachments/#{aid}"].get
  resp.gsub!(/RT\/\d+\.\d+\.\d+\s\d{3}\s.*\n\n/,"") # toss HTTP response
  while resp.match(/CF\.\{[\w_ ]*[ ]+[\w ]*\}/) #replace CF spaces with underscores
    resp.gsub!(/CF\.\{([\w_ ]*)([ ]+)([\w ]*)\}/, 'CF.{\1_\3}')
  end
  headers = response_to_h(resp)
  reply = {}
  headers.each do |k,v|
    reply["#{k}"] = v.to_s
  end
  content = resp.match(/Content:\s+(.*)/m)[1]
  content.gsub!(/\n\s{9}/,"\n") # strip leading spaces on each line
  content.chomp!
  content.chomp!
  content.chomp! # 3 carriage returns at the end
  if (RUBY_VERSION.to_f >= 1.9)
    binary = content.encode("ISO-8859-1","UTF-8", { :invalid => :replace, :undef => :replace })
  else
    binary = Iconv.conv("ISO-8859-1","UTF-8",content) # convert encoding
  end
  if dir
    fh = File.new("#{dir}/#{headers['Filename'].to_s}","wb")
    fh.write binary
    fh.close
  else
    reply["content"] = binary
  end
  reply
end

#history(*params) ⇒ Object

Get a list of history transactions for a ticket. Takes a ticket ID, an optional format parameter, and a optional comments parameter. If the format is ommitted, the short format is assumed. If the short format is requested, it returns an array of 2 element arrays, where each 2-element array is [ticket_id, description]. If the long format is requested, it returns an array of hashes, where each hash contains the keys listed below. If the optional ‘comments’ parameter is supplied and set to ‘true’, comments are included in the list of history items. If ‘comments’ is omitted, it is assumed to be ‘false’ and all history items related to comments are stripped from the response.

id

(history-id)

Ticket

(Ticket this history item belongs to)

TimeTaken

(time entered by the actor that generated this item)

Type

(what type of history item this is)

Field

(what field is affected by this item, if any)

OldValue

(the old value of the Field)

NewValue

(the new value of the Field)

Data

(Additional data about the item)

Description

(Description of this item; same as short format)

Content

(The content of this item)

Creator

(the RT user that created this item)

Created

(Date/time this item was created)

Attachments

(a hash describing attachments to this item)

history = rt.history(881)
history = rt.history(881,"short")
=> [["10501"," Ticket created by blah"],["10510"," Comments added by userX"]]
history = rt.history(881,"long")
history = rt.history(:id => 881, :format => "long")
=> [{"id" => "6171", "ticket" => "881" ....}, {"id" => "6180", ...} ]



478
479
480
481
482
483
484
485
486
487
488
489
490
491
492
493
494
495
496
497
498
499
500
501
502
503
504
505
506
507
508
509
510
511
512
513
514
515
516
517
518
519
520
521
522
523
524
525
526
527
528
529
530
531
532
533
534
535
536
537
538
539
540
541
542
543
544
545
546
547
548
549
550
551
 
# File 'rt_client.rb', line 478

def history(*params)
  id = params[0]
  format = "short"
  format = params[1].downcase if params.size > 1
  comments = false
  comments = params[2] if params.size > 2
  if params[0].class == Hash
     params = params[0]
     id = params[:id] if params.has_key? :id
     format = params[:format].downcase if params.has_key? :format
     comments = params[:comments] if params.has_key? :comments
  end
  id = id.to_s
  id = $~[1] if id =~ /ticket\/(\d+)/
  resp = @site["ticket/#{id}/history?format=#{format[0,1]}"].get
  resp = sterilize(resp)

  if format[0,1] == "s"
      h = resp.split("\n")
      h.select!{ |l| l =~ /^\d+:/ }
    if not comments
      h.select!{ |l| l !~ /^\d+: Comments/ }
      h.select!{ |l| l !~ /Outgoing email about a comment/ }
    end
    list = h.map { |l| l.split(":") }
  else
    resp.gsub!(/RT\/\d+\.\d+\.\d+\s\d{3}\s.*\n\n/,"") # toss the HTTP response
    resp.gsub!(/^#.*?\n\n/,"") # toss the 'total" line
    resp.gsub!(/^\n/m,"") # toss blank lines
    while resp.match(/CF\.\{[\w_ ]*[ ]+[\w ]*\}/) #replace CF spaces with underscores
      resp.gsub!(/CF\.\{([\w_ ]*)([ ]+)([\w ]*)\}/, 'CF.{\1_\3}')
    end

    items = resp.split("\n--\n")
    list = []
    items.each do |item|
      th = response_to_h(item)
      next if not comments and th["type"].to_s =~ /Comment/ # skip comments
      reply = {}
      th.each do |k,v|
        attachments = []
        case k
          when "attachments"
            temp = item.match(/Attachments:\s*(.*)/m)
            if temp.class != NilClass
              atarr = temp[1].scan(/(\d+):\s*(\w+)\s*\((\w+)\)/)
              atarr.each do |a|
                s={}
                s[:id] = a[0].to_s
                s[:name] = a[1].to_s
                s[:size] = a[2].to_s
                attachments.push s
                if s[:name] == 'untitled' and s[:size].to_i > 0 # this is the content in HTML, I hope
                  unt_att = get_attachment(id,s[:id])
                  if (['text/html','text/plain'].include? unt_att["contenttype"]) # hurray
                    reply["content_html"] = sterilize(unt_att["content"])
                  end
                end
              end
              reply["attachments"] = attachments
            end
          when "content"
            reply["content"] = v.to_s
            temp = item.match(/^Content: (.*?)^\w+:/m)
            reply["content"] = temp[1] if temp.class != NilClass
          else
            reply["#{k}"] = v.to_s
        end
      end
      list.push reply
    end
  end
  list
end

#history_item(*params) ⇒ Object

Get the detail for a single history item. Needs a ticket ID and a history item ID, returns a hash of RT Fields => values. The hash also contains a special key named “attachments”, whose value is an array of hashes, where each hash represents an attachment. The hash keys are :id, :name, and :size.

x = rt.history_item(21, 6692)
x = rt.history_item(:id => 21, :history => 6692)
=> x = {"ticket" => "21", "creator" => "somebody", "description" =>
=>      "something happened", "attachments" => [{:name=>"file.txt",
=>      :id=>"3289", size=>"651b"}, {:name=>"another.doc"... }]}



564
565
566
567
568
569
570
571
572
573
574
575
576
577
578
579
580
581
582
583
584
585
586
587
588
589
590
591
592
593
594
595
596
597
598
599
600
601
602
603
604
605
606
607
608
609
610
611
612
613
614
615
616
617
618
619
620
 
# File 'rt_client.rb', line 564

def history_item(*params)
  id = params[0]
  history = params[1]
  if params[0].class == Hash
    params = params[0]
    id = params[:id] if params.has_key? :id
    history = params[:history] if params.has_key? :history
  end
  reply = {}
  resp = @site["ticket/#{id}/history/id/#{history}"].get
  resp = sterilize(resp)
  return reply if resp =~ /not related/ # history id must be related to the ticket id
  resp.gsub!(/RT\/\d+\.\d+\.\d+\s\d{3}\s.*\n\n/,"") # toss the HTTP response
  resp.gsub!(/^#.*?\n\n/,"") # toss the 'total" line
  resp.gsub!(/^\n/m,"") # toss blank lines
  while resp.match(/CF\.\{[\w_ ]*[ ]+[\w ]*\}/) #replace CF spaces with underscores
    resp.gsub!(/CF\.\{([\w_ ]*)([ ]+)([\w ]*)\}/, 'CF.{\1_\3}')
  end
  th = response_to_h(resp)
  attachments = []
  th.each do |k,v|
    case k
      when "attachments"
        temp = resp.match(/Attachments:\s*(.*)[^\w|$]/m)
        if temp.class != NilClass
          atarr = temp[1].split("\n")
          atarr.map { |a| a.gsub!(/^\s*/,"") }
          atarr.each do |a|
            i = a.match(/(\d+):\s*(.*)/)
            s={}
            s[:id] = i[1]
            s[:name] = i[2]
            sz = i[2].match(/(.*?)\s*\((.*?)\)/)
            if sz.class == MatchData
              s[:name] = sz[1]
              s[:size] = sz[2]
            end
            attachments.push s
            if s[:name] == 'untitled' and s[:size].to_i > 0 # this is the content in HTML, I hope
              unt_att = get_attachment(id,s[:id])
              if (['text/html','text/plain'].include? unt_att["contenttype"]) # hurray
                reply["content_html"] = sterilize(unt_att["content"])
              end
            end
          end
          reply["#{k}"] = attachments
        end
      when "content"
        reply["content"] = v.to_s
        temp = resp.match(/^Content: (.*?)^\w+:/m)
        reply["content"] = temp[1] if temp.class != NilClass
      else
        reply["#{k}"] = v.to_s
    end
  end
  reply
end

#inspect ⇒ Object

don’t give up the password when the object is inspected



778
779
780
781
782
 
# File 'rt_client.rb', line 778

def inspect # :nodoc:
  mystr = super()
  mystr.gsub!(/(.)pass=.*?([,\}])/,"\\1pass=<hidden>\\2")
  mystr
end

#links(id) ⇒ Object

gets a list of ticket links for a ticket. takes a single parameter containing the ticket id, and returns a hash of RT Fields => values

hash = rt.links(822)
hash = rt.links("822")
hash = rt.links("ticket/822")
hash = rt.links(:id => 822)
hash = rt.links(:id => "822")
hash = rt.links(:id => "ticket/822")



191
192
193
194
195
196
197
198
199
200
201
202
203
204
 
# File 'rt_client.rb', line 191

def links(id)
  id = id[:id] if id.class == Hash
  id = id.to_s
  type = "ticket"
  sid = id
  if id =~ /(\w+)\/(.+)/
    type = $~[1]
    sid = $~[2]
  end
  reply = {}
  resp = @site["ticket/#{sid}/links/show"].get
  return {:error => resp, }  if resp =~ /does not exist\.$/
  reply = response_to_h(resp)
end

#list(*params) ⇒ Object

Get a list of tickets matching some criteria. Takes a string Ticket-SQL query and an optional “order by” parameter. The order by is an RT field, prefix it with + for ascending or - for descending. Returns a nested array of arrays containing [ticket number, subject] The outer array is in the order requested.

hash = rt.list(:query => "Queue = 'Sales'")
hash = rt.list("Queue='Sales'")
hash = rt.list(:query => "Queue = 'Sales'", :order => "-Id")
hash = rt.list("Queue='Sales'","-Id")



373
374
375
376
377
378
379
380
381
382
383
384
385
386
387
388
389
390
391
392
393
 
# File 'rt_client.rb', line 373

def list(*params)
  query = params[0]
  order = ""
  if params.size > 1
    order = params[1]
  end
  if params[0].class == Hash
    params = params[0]
    query = params[:query] if params.has_key? :query
    order = params[:order] if params.has_key? :order
  end
  reply = []
  resp = @site["search/ticket/?query=#{URI.escape(query)}&orderby=#{order}&format=s"].get
  raise "Invalid query (#{query})" if resp =~ /Invalid query/
  resp = resp.split("\n") # convert to array of lines
  resp.each do |line|
    f = line.match(/^(\d+):\s*(.*)/)
    reply.push [f[1],f[2]] if f.class == MatchData
  end
  reply
end

#query(*params) ⇒ Object

A more extensive(expensive) query then the list method. Takes the same parameters as the list method; a string Ticket-SQL query and optional order, but returns a lot more information. Instead of just the ID and subject, you get back an array of hashes, where each hash represents one ticket, indentical to what you get from the show method (which only acts on one ticket). Use with caution; this can take a long time to execute.

array = rt.query("Queue='Sales'")
array = rt.query(:query => "Queue='Sales'",:order => "+Id")
array = rt.query("Queue='Sales'","+Id")
=> array[0] = { "id" => "123", "requestors" => "someone@..", etc etc }
=> array[1] = { "id" => "126", "requestors" => "someone@else..", etc etc }
=> array[0]["id"] = "123"



409
410
411
412
413
414
415
416
417
418
419
420
421
422
423
424
425
426
427
428
429
430
431
432
433
434
435
436
437
438
439
440
441
442
443
444
445
 
# File 'rt_client.rb', line 409

def query(*params)
  query = params[0]
  order = ""
  if params.size > 1
    order = params[1]
  end
  if params[0].class == Hash
    params = params[0]
    query = params[:query] if params.has_key? :query
    order = params[:order] if params.has_key? :order
  end
  replies = []
  resp = @site["search/ticket/?query=#{URI.escape(query)}&orderby=#{order}&format=l"].get
  return replies if resp =~/No matching results./
  raise "Invalid query (#{query})" if resp =~ /Invalid query/
  resp.gsub!(/RT\/\d+\.\d+\.\d+\s\d{3}\s.*\n\n/,"") # strip HTTP response
  tickets = resp.split("\n--\n") # -- occurs between each ticket
  tickets.each do |ticket|
    ticket_h = response_to_h(ticket)
    reply = {}
    ticket_h.each do |k,v|
      case k
      when 'created','due','told','lastupdated','started'
        begin
          vv = DateTime.parse(v.to_s)
          reply["#{k}"] = vv.strftime("%Y-%m-%d %H:%M:%S")
        rescue ArgumentError
          reply["#{k}"] = v.to_s
        end
      else
        reply["#{k}"] = v.to_s
      end
    end
    replies.push reply
  end
  replies
end

#response_to_h(resp) ⇒ Object

helper to convert responses from RT REST to a hash



785
786
787
788
789
790
791
792
793
794
795
796
797
798
799
800
801
802
803
804
805
806
807
808
809
810
 
# File 'rt_client.rb', line 785

def response_to_h(resp) # :nodoc:
  resp.gsub!(/RT\/\d+\.\d+\.\d+\s\d{3}\s.*\n\n/,"") # toss the HTTP response

  # unfold folded fields
  # A newline followed by one or more spaces is treated as a
  # single space
  resp.gsub!(/\n +/, " ")

  #replace CF spaces with underscores
  while resp.match(/CF\.\{[\w_ ]*[ ]+[\w ]*\}/)
    resp.gsub!(/CF\.\{([\w_ ]*)([ ]+)([\w ]*)\}/, 'CF.{\1_\3}')
  end
  return {:error => resp }  if (resp =~ /^#/ and resp =~/does not exist\.$/) or (resp =~ /Transaction \d+ is not related to Ticket/)

  # convert fields to key value pairs
  ret = {}
  resp.each_line do |ln|
    next unless ln =~ /^.+?:/
    ln_a = ln.split(/:/,2)
    ln_a.map! {|item| item.strip}
    ln_a[0].downcase!
    ret[ln_a[0]] = ln_a[1]
  end

  return ret
end

#show(id) ⇒ Object

gets the detail for a single ticket/user. If its a ticket, its without history or attachments (to get those use the history method) . If no type is specified, ticket is assumed. takes a single parameter containing the ticket/user id, and returns a hash of RT Fields => values

hash = rt.show(822)
hash = rt.show("822")
hash = rt.show("ticket/822")
hash = rt.show(:id => 822)
hash = rt.show(:id => "822")
hash = rt.show(:id => "ticket/822")
hash = rt.show("user/#{}")
email = rt.show("user/somebody")["emailaddress"]



162
163
164
165
166
167
168
169
170
171
172
173
174
175
176
177
178
179
 
# File 'rt_client.rb', line 162

def show(id)
  id = id[:id] if id.class == Hash
  id = id.to_s
  type = "ticket"
  sid = id
  if id =~ /(\w+)\/(.+)/
    type = $~[1]
    sid = $~[2]
  end
  reply = {}
  sid.gsub!(/\@.*/,'') if sid =~ /dmsolutions\.com$/
  if type.downcase == 'user' and sid =~ /\@/
    resp = @site["#{type}/#{sid}"].get
  else
    resp = @site["#{type}/#{sid}/show"].get
  end
  reply = response_to_h(resp)
end

#sterilize(str) ⇒ Object

Helper to replace control characters with string representations When some XML libraries hit these in an XML response, bad things happen.



855
856
857
858
859
860
861
862
863
864
865
866
867
868
869
870
871
872
873
874
875
876
877
878
879
880
881
882
883
884
885
886
887
888
889
 
# File 'rt_client.rb', line 855

def sterilize(str)
    str.encode!('UTF-8', 'binary', invalid: :replace, undef: :replace, replace: '')
    str.gsub!(0x00.chr,'[NUL]')
    str.gsub!(0x01.chr,'[SOH]')
    str.gsub!(0x02.chr,'[STX]')
    str.gsub!(0x03.chr,'[ETX]')
    str.gsub!(0x04.chr,'[EOT]')
    str.gsub!(0x05.chr,'[ENQ]')
    str.gsub!(0x06.chr,'[ACK]')
    str.gsub!(0x07.chr,'[BEL]')
    # 0x08 is backspace
    # 0x09 is TAB
    # 0x10 is line feed
    str.gsub!(0x0B.chr,'[VT]')
    # 0x0c is form feed
    # 0x0d is carriage return
    str.gsub!(0x0E.chr,'[SO]')
    str.gsub!(0x0F.chr,'[SI]')
    str.gsub!(0x10.chr,'[DLE]')
    str.gsub!(0x11.chr,'[DC1]')
    str.gsub!(0x12.chr,'[DC2]')
    str.gsub!(0x13.chr,'[DC3]')
    str.gsub!(0x14.chr,'[DC4]')
    str.gsub!(0x15.chr,'[NAK]')
    str.gsub!(0x16.chr,'[SYN]')
    str.gsub!(0x17.chr,'[ETB]')
    str.gsub!(0x18.chr,'[CAN]')
    str.gsub!(0x19.chr,'[EM]')
    str.gsub!(0x1a.chr,'[SUB]')
    str.gsub!(0x1C.chr,'[FS]')
    str.gsub!(0x1D.chr,'[GS]')
    str.gsub!(0x1E.chr,'[RS]')
    str.gsub!(0x1F.chr,'[US]')
    str
end

#usernamesearch(field_hash) ⇒ Object

An alias for usersearch()



335
336
337
 
# File 'rt_client.rb', line 335

def usernamesearch(field_hash)
  usersearch(field_hash)
end

#usersearch(field_hash) ⇒ Object

Find RT user details from an email address or a name

rt.usersearch(:EmailAddress => ‘[email protected]’) rt.usersearch(:Name => username) -> {“name”=>“rtlogin”, “realname”=>“John Smith”, “address1”=>“123 Main”, etc }



321
322
323
324
325
326
327
328
329
330
331
332
 
# File 'rt_client.rb', line 321

def usersearch(field_hash)
  key = nil
  key = field_hash[:EmailAddress] if field_hash.has_key? :EmailAddress
  key = field_hash[:Name] if field_hash.has_key? :Name
  if key == nil
    raise "RT_Client.usersearch requires an RT user email in the 'EmailAddress' key or an RT username in the 'Name' key"
  end
  reply = {}
  resp = @site["user/#{key}"].get
  return reply if resp =~ /No user named/
  reply = response_to_h(resp)
end