get_zendesk_tickets.py

"""
This script can be used to retrieve Zendesk tickets.
This can be run locally if you set the ZENDESK_API_KEY. Or the script can be run from a flask shell from a ssh session.
"""

# flake8: noqa: T001 (print)

import csv
import os
import urllib.parse

import requests

# Group: 3rd Line--Notify Support
NOTIFY_GROUP_ID = 360000036529

# Organization: GDS
NOTIFY_ORG_ID = 21891972

# the account used to authenticate with. If no requester is provided, the ticket will come from this account.
NOTIFY_ZENDESK_EMAIL = "zd-api-notify@digital.cabinet-office.gov.uk"
ZENDESK_API_KEY = os.environ.get("ZENDESK_API_KEY")


def get_tickets():
    ZENDESK_TICKET_URL = "https://govuk.zendesk.com/api/v2/search.json?query={}"
    query_params = f"type:ticket group:{NOTIFY_GROUP_ID}"
    query_params = urllib.parse.quote(query_params)

    next_page = ZENDESK_TICKET_URL.format(query_params)

    with open("zendesk_ticket_data.csv", "w") as csvfile:
        fieldnames = [
            "Service id",
            "Ticket id",
            "Subject line",
            "Date ticket created",
            "Tags",
        ]
        writer = csv.DictWriter(csvfile, fieldnames=fieldnames)
        writer.writeheader()
        while next_page:
            print(next_page)  # noqa
            response = requests.get(
                next_page,
                headers={"Content-type": "application/json"},
                auth=(f"{NOTIFY_ZENDESK_EMAIL}/token", ZENDESK_API_KEY),
            )
            data = response.json()
            print(data)  # noqa
            for row in data["results"]:
                service_url = [
                    x
                    for x in row["description"].split("\n")
                    if x.startswith("https://www.notifications.service.gov.uk/services/")
                ]
                service_url = service_url[0][50:] if len(service_url) > 0 else None
                if service_url:
                    writer.writerow(
                        {
                            "Service id": service_url,
                            "Ticket id": row["id"],
                            "Subject line": row["subject"],
                            "Date ticket created": row["created_at"],
                            "Tags": row.get("tags", ""),
                        }
                    )
            next_page = data["next_page"]


def get_tickets_without_service_id():
    ZENDESK_TICKET_URL = "https://govuk.zendesk.com/api/v2/search.json?query={}"
    query_params = f"type:ticket group:{NOTIFY_GROUP_ID}"
    query_params = urllib.parse.quote(query_params)

    next_page = ZENDESK_TICKET_URL.format(query_params)
    with open("zendesk_ticket_data_without_service.csv", "w") as csvfile:
        fieldnames = [
            "Ticket id",
            "Subject line",
            "Date ticket created",
            "Tags",
        ]
        writer = csv.DictWriter(csvfile, fieldnames=fieldnames)
        writer.writeheader()
        while next_page:
            print(next_page)  # noqa
            response = requests.get(
                next_page,
                headers={"Content-type": "application/json"},
                auth=(f"{NOTIFY_ZENDESK_EMAIL}/token", ZENDESK_API_KEY),
            )
            data = response.json()
            print(data)  # noqa
            for row in data["results"]:
                service_url = [
                    x
                    for x in row["description"].split("\n")
                    if x.startswith("https://www.notifications.service.gov.uk/services/")
                ]
                service_url = service_url[0][50:] if len(service_url) > 0 else None
                if not service_url:
                    writer.writerow(
                        {
                            "Ticket id": row["id"],
                            "Subject line": row["subject"],
                            "Date ticket created": row["created_at"],
                            "Tags": row.get("tags", ""),
                        }
                    )
            next_page = data["next_page"]


def get_tickets_with_description():
    ZENDESK_TICKET_URL = "https://govuk.zendesk.com/api/v2/search.json?query={}"
    query_params = f"type:ticket group:{NOTIFY_GROUP_ID}, created>2019-07-01"
    query_params = urllib.parse.quote(query_params)

    next_page = ZENDESK_TICKET_URL.format(query_params)
    with open("zendesk_ticket.csv", "w") as csvfile:
        fieldnames = [
            "Ticket id",
            "Subject line",
            "Description",
            "Date ticket created",
            "Tags",
        ]
        writer = csv.DictWriter(csvfile, fieldnames=fieldnames)
        writer.writeheader()
        while next_page:
            print(next_page)  # noqa
            response = requests.get(
                next_page,
                headers={"Content-type": "application/json"},
                auth=(f"{NOTIFY_ZENDESK_EMAIL}/token", ZENDESK_API_KEY),
            )
            data = response.json()
            print(data)  # noqa
            for row in data["results"]:
                writer.writerow(
                    {
                        "Ticket id": row["id"],
                        "Subject line": row["subject"],
                        "Description": row["description"],
                        "Date ticket created": row["created_at"],
                        "Tags": row.get("tags", ""),
                    }
                )
            next_page = data["next_page"]