otrs的python包装器（使用rest api）
pyotrs是一个python包装器，用于使用 rest api。
访问otrs实例以：
* create a new Ticket * get the data of a specific Ticket * search for Tickets * update existing Tickets
提供的一些最值得注意的方法是：
* Client.session_create (Use credentials to "log in") * Client.ticket_create * Client.ticket_get_by_list (takes a list) * Client.ticket_get_by_id (takes an int) * Client.ticket_search * Client.ticket_update
更多详细信息请参见here
必须在otrs实例中启用webservices。建议使用 提供template。 这个yaml配置模板包括route:/ticketlistpyotrs需要的端点，但是 不包括在默认的otrs webservice设置中。
依赖项是自动安装的
管道：
- python-requests - click (for PyOTRS Shell CLI) - colorama (for colors in PyOTRS Shell CLI)
安装：
pip install PyOTRS
或考虑使用虚拟环境：
virtualenv venv source venv/bin/activate pip install PyOTRS
从otrs通过rest api获取ticketid 1的票：
from pyotrs import Client
client = Client("https://otrs.example.com", "root@localhost", "password")
client.session_create()
client.ticket_get_by_id(1)
>>> from pyotrs import Article, Client, Ticket
>>> client = Client("http://otrs.example.com", "root@localhost", "password")
>>> client.session_create()
True
>>> my_ticket = client.ticket_get_by_id(1) >>> my_ticket <Ticket: 1>
>>> my_ticket.field_get("TicketNumber")
u'2010080210123456'
>>> my_ticket.field_get("Title")
u'Welcome to OTRS!'
>>> my_ticket.to_dct() # Show complete ticket
>>> my_article = Article({"Subject": "Subj", "Body": "New Body"})
>>> client.ticket_update(1, article=my_article)
{u'ArticleID': u'3',
u'TicketID': u'1',
u'TicketNumber': u'2010080210123456'}
>>> client.ticket_get_by_id(1, articles=1, attachments=1) >>> my_ticket = client.result[0]
>>> my_ticket.articles [<ArticleID: 3>, <ArticleID: 4>
>>> my_ticket.dynamic_fields [<DynamicField: ProcessManagementActivityID: None>, <DynamicField: ProcessManagementProcessID: None>]
>>> client.ticket_get_by_id(1, articles=True, attachments=True, dynamic_fields=True) <Ticket: 1>
>>> client.ticket_get_by_list([1, 3, 4], dynamic_fields=False) [<Ticket: 1>, <Ticket: 3>, <Ticket: 4>]
>>> client.ticket_update(1, Title="New Title")
{u'TicketID': u'1', u'TicketNumber': u'2010080210123456'}
>>> my_article = Article({"Subject": "Subj", "Body": "New Body"})
>>> client.ticket_update(1, article=my_article)
{u'ArticleID': u'3',
u'TicketID': u'1',
u'TicketNumber': u'2010080210123456'}
>>> df = DynamicField("ExternalTicket", "1234")
>>> client.ticket_update(1, dynamic_fields=[df])
{u'TicketID': u'1', u'TicketNumber': u'2010080210123456'}
otrs要求新的票证有几个用有效值填充的字段，并且 这张新票上有文章。
>>> new_ticket = Ticket.create_basic(Title="This is the Title",
Queue="Raw",
State=u"new",
Priority=u"3 normal",
CustomerUser="root@localhost")
>>> first_article = Article({"Subject": "Subj", "Body": "New Body"})
>>> client.ticket_create(new_ticket, first_article)
{u'ArticleID': u'9', u'TicketID': u'7', u'TicketNumber': u'2016110528000013'}
pyotrs默认使用mime类型“text/plain”。通过指定不同的类型，可以添加HTML正文。
>>> first_article = Article({"Subject": "Subj",
"Body": "<html><body><h1>This is a header</h1>" \
"<a href='https://pyotrs.readthedocs.io/'>Link to PyOTRS Docs</a></body></html>",
"MimeType": "text/html"})
>>> client.ticket_update(10, first_article)
{u'ArticleID': u'29', u'TicketID': u'10', u'TicketNumber': u'2017052328000034'}
>>> from datetime import datetime >>> client.ticket_search(TicketCreateTimeOlderDate=datetime(2011, 01, 01)) [u'1']
>>> from datetime import datetime >>> from datetime import timedelta >>> client.ticket_search(TicketCreateTimeNewerDate=datetime.utcnow() - timedelta(days=7)) [u'66', u'65', u'64', u'63']
>>> from datetime import datetime >>> from datetime import timedelta >>> week = datetime.utcnow() - timedelta(days=7) >>> client.ticket_search(TicketCreateTimeOlderDate=week, States=['open', 'new'], QueueIDs=[12])
>>> client.ticket_search(Title="no such ticket") []
>>> df = DynamicField("ExternalTicket", search_patterns=["1234"])
>>> client.ticket_search(dynamic_fields=[df])
[u'2']
>>> df = DynamicField("ExternalTicket", search_patterns=["123*"], search_operator="Like")
>>> client.ticket_search([df])
[u'2']
使用ipython时，python2可能会遇到utf8编码问题。这是个解决办法 有帮助：
import sys
reload(sys)
sys.setdefaultencoding('utf-8')
如果需要可以禁用不安全平台警告：
# turn off platform insecurity warnings from urllib3 from requests.packages.urllib3 import disable_warnings disable_warnings() # TODO 2016-04-23 (RH) verify this
pyotrshellcli是pyotrs包装器库的一种“概念证明”。
注意：pyotrs目前只能检索票证数据！
买票：
pyotrs get -b https://otrs.example.com/ -u root@localhost -p password -t 1 Starting PyOTRS CLI No config file found at: /home/user/.pyotrs Connecting to https://otrs.example.com/ as user.. Ticket: Welcome to OTRS! Queue: Raw State: closed successful Priority: 3 normal
获取使用信息：
$: pyotrs -h
Usage: PyOTRS [OPTIONS] COMMAND [ARGS]...
Options:
--version Show the version and exit.
--config PATH Config File
-h, --help Show this message and exit.
Commands:
get PyOTRS get command
$:pyotrs get -h
Starting PyOTRS CLI
No config file found at: /home/user/.pyotrs
Usage: PyOTRS get [OPTIONS]
PyOTRS get command
Options:
-b, --baseurl TEXT Base URL
-u, --username TEXT Username
-p, --password TEXT Password
-t, --ticket-id INTEGER Ticket ID
--store-path TEXT where to store Attachments (default:
/tmp/pyotrs_<random_str>
--store-attachments store Article Attachments to
/tmp/<ticket_id>
--attachments include Article Attachments
--articles include Articles
--https-verify / --no-https-verify
HTTPS(SSL/TLS) Certificate validation
(default: enabled)
--ca-cert-bundle TEXT CA CERT Bundle (Path)
-h, --help Show this message and exit.
获取票证“交互式”：
$: pyotrs get
Starting PyOTRS CLI
No config file found at: /home/user/.pyotrs
Baseurl: http://otrs.example.com
Username: user
Password:
Ticket id: 1
Connecting to https://otrs.example.com as user..
Ticket: Welcome to OTRS!
Queue: Raw
State: closed successful
Priority: 3 normal
Full Ticket:
{u'Ticket': {u'TypeID': 1 [...]
提供配置值的方法有四种：
1. interactively when prompted 2. as commandline arguments when calling (checkout -h/--help) 3. as settings in the environment 4. in a config file (default location: ~/.pyotrs)
配置文件和环境都使用相同的变量名：
PYOTRS_BASEURL=http://otrs.example.com PYOTRS_USERNAME=root@localhost PYOTRS_PASSWORD=otrs_password PYOTRS_HTTPS_VERIFY=True PYOTRS_CA_CERT_BUNDLE=
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