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"""Support tickets."""
import re
import click
from SoftLayer.CLI import formatting
TEMPLATE_MSG = "***** SoftLayer Ticket Content ******"
# https://softlayer.github.io/reference/services/SoftLayer_Ticket_Priority/getPriorities/
PRIORITY_MAP = [
'No Priority',
'Severity 1 - Critical Impact / Service Down',
'Severity 2 - Significant Business Impact',
'Severity 3 - Minor Business Impact',
'Severity 4 - Minimal Business Impact'
]
def get_ticket_results(mgr, ticket_id, is_json=False, update_count=1):
"""Get output about a ticket.
:param integer id: the ticket ID
:param integer update_count: number of entries to retrieve from ticket
:returns: a KeyValue table containing the details of the ticket
"""
ticket = mgr.get_ticket(ticket_id)
table = formatting.KeyValueTable(['name', 'value'])
table.align['name'] = 'r'
table.align['value'] = 'l'
table.add_row(['id', ticket['id']])
table.add_row(['Case_Number', ticket['serviceProviderResourceId']])
table.add_row(['title', ticket['title']])
table.add_row(['priority', PRIORITY_MAP[ticket.get('priority', 0)]])
if ticket.get('assignedUser'):
user = ticket['assignedUser']
table.add_row([
'user',
"%s %s" % (user.get('firstName'), user.get('lastName')),
])
table.add_row(['status', ticket['status']['name']])
table.add_row(['created', ticket.get('createDate')])
table.add_row(['edited', ticket.get('lastEditDate')])
# Only show up to the specified update count
updates = ticket.get('updates', [])
count = min(len(updates), update_count)
count_offset = len(updates) - count + 1 # Display as one-indexed
for i, update in enumerate(updates[-count:]):
wrapped_entry = ""
# Add user details (fields are different between employee and users)
editor = update.get('editor')
if editor:
if editor.get('displayName'):
wrapped_entry += "By %s (Employee)\n" % (editor['displayName'])
if editor.get('firstName'):
wrapped_entry += "By %s %s\n" % (editor.get('firstName'),
editor.get('lastName'))
# NOTE(kmcdonald): Windows new-line characters need to be stripped out
wrapped_entry += click.wrap_text(update['entry'].replace('\r', ''))
if is_json and '\n' in wrapped_entry:
wrapped_entry = re.sub(r"(?<!\\)\n", " ", wrapped_entry)
table.add_row(['update %s' % (count_offset + i,), wrapped_entry])
return table
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