REST2#
Python interface to Request Tracker API
Description of Request Tracker REST API: https://docs.bestpractical.com/rt/5.0.2/RT/REST2.html
- class rt.rest2.Attachment(file_name: str, file_type: str, file_content: bytes)[source]#
Dataclass representing an attachment.
- __init__(file_name: str, file_type: str, file_content: bytes) None #
- file_content: bytes#
- file_name: str#
- file_type: str#
- class rt.rest2.Rt(url: str, proxy: Optional[str] = None, verify_cert: Optional[Union[str, bool]] = True, http_auth: Optional[requests.auth.AuthBase] = None, token: Optional[str] = None, http_timeout: Optional[int] = 20)[source]#
API for Request Tracker according to https://docs.bestpractical.com/rt/5.0.2/RT/REST2.html. Interface is based on REST architecture, which is based on HTTP/1.1 protocol. This module is therefore mainly sending and parsing special HTTP messages.
Warning
You need at least version 5.0.2 of RT.
Note
Use only ASCII LF as newline (
\\n
). Time is returned in UTC. All strings returned are encoded in UTF-8 and the same is expected as input for string values.- __init__(url: str, proxy: Optional[str] = None, verify_cert: Optional[Union[str, bool]] = True, http_auth: Optional[requests.auth.AuthBase] = None, token: Optional[str] = None, http_timeout: Optional[int] = 20) None [source]#
API initialization.
- Parameters
url – Base URL for Request Tracker API. E.g.: http://tracker.example.com/REST/2.0/
proxy – Proxy server (string with http://user:password@host/ syntax)
http_auth – Specify a http authentication instance, e.g. HTTPBasicAuth(), HTTPDigestAuth(), etc. to be used for authenticating to RT
token – Optional authentication token to be used instead of basic authentication.
http_timeout – HTTP timeout after which a request is aborted.
- Raises
ValueError – If the specified url is invalid.
- comment(ticket_id: Union[str, int], content: str = '', content_type: Literal['text/plain', 'text/html'] = 'text/plain', attachments: Optional[Sequence[rt.rest2.Attachment]] = None) bool [source]#
Adds comment to the given ticket.
- Parameters
ticket_id – ID of ticket to which comment belongs
content – Content of comment
content_type – Content type of comment, default to text/plain
attachments – Optional list of
Attachment
objects
- Returns
True
Operation was successful
False
Sending failed (status code != 200)
- Raises
BadRequestError – When ticket does not exist
UnexpectedResponseError – If the response from RT is not as expected
- create_queue(name: str, **kwargs: Any) int [source]#
Create queue.
- Parameters
name – Queue name (required)
kwargs – Optional fields to set (see edit_queue)
- Returns
ID of new queue or False when create fails
- Raises
BadRequestError – When queue already exists
InvalidUseError – When invalid fields are set
UnexpectedResponseError – If the response from RT is not as expected
- create_ticket(queue: str, content_type: Literal['text/plain', 'text/html'] = 'text/plain', subject: Optional[str] = None, content: Optional[str] = None, attachments: Optional[Sequence[rt.rest2.Attachment]] = None, **kwargs: Any) int [source]#
Create new ticket and set given parameters.
Example of message sent to
http://tracker.example.com/REST/2.0/ticket/new
:{ "Queue": "General", "Subject": "Ticket created through REST API", "Owner": "Nobody", "Requestor": "somebody@example.com", "Cc": "user2@example.com", "CustomRoles": {"My Role": "staff1@example.com"}, "Content": "Lorem Ipsum", "CustomFields": {"Severity": "Low"} }
- Parameters
queue – Queue where to create ticket
content_type – Content-type of the Content parameter; can be either text/plain or text/html.
subject – Optional subject for the ticket.
content – Optional content of the ticket. Must be specified unless attachments are specified.
attachments – Optional list of
Attachment
objectskwargs –
Other arguments possible to set:
Requestors, Cc, AdminCc, Owner, Status, Priority, InitialPriority, FinalPriority, TimeEstimated, Starts, Due
- Returns
ID of new ticket
- Raises
ValueError – If the content_type is not of a supported format.
- create_user(user_name: str, email_address: str, **kwargs: Any) str [source]#
Create user.
- Parameters
user_name – Username (login for privileged, required)
email_address – Email address (required)
kwargs – Optional fields to set (see edit_user)
- Returns
ID of new user or False when create fails
- Raises
BadRequestError – When user already exists
InvalidUseError – When invalid fields are set
UnexpectedResponseError – If the response from RT is not as expected
- delete_queue(queue_id: Union[str, int]) None [source]#
Disable a queue.
- Parameters
queue_id – Identification of queue by name (str) or ID (int)
- Returns
ID or name of edited queue or False when edit fails
- Raises
BadRequestError – When queue does not exist
NotFoundError – If the queue does not exist
UnexpectedResponseError – If the response from RT is not as expected
- delete_ticket(ticket_id: Union[str, int]) None [source]#
Mark a ticket as deleted.
- Parameters
ticket_id – ID of ticket
- Raises
BadRequestError – When user does not exist
NotFoundError – If the user does not exist
UnexpectedResponseError – If the response from RT is not as expected
- delete_user(user_id: Union[str, int]) None [source]#
Disable a user.
- Parameters
user_id – Identification of a user by name (str) or ID (int)
- Raises
BadRequestError – When user does not exist
NotFoundError – If the user does not exist
UnexpectedResponseError – If the response from RT is not as expected
- edit_link(ticket_id: Union[str, int], link_name: Literal['Parent', 'Child', 'RefersTo', 'ReferredToBy', 'DependsOn', 'DependedOnBy'], link_value: Union[str, int], delete: bool = False) bool [source]#
Creates or deletes a link between the specified tickets.
- Parameters
ticket_id – ID of ticket to edit
link_name – Name of link to edit (‘Parent’, ‘Child’, ‘RefersTo’, ‘ReferredToBy’, ‘DependsOn’, ‘DependedOnBy’)
link_value – Either ticker ID or external link.
delete – if True the link is deleted instead of created
- Returns
True
Operation was successful
False
Ticket with given ID does not exist or link to delete is not found
- Raises
InvalidUseError – When none or more than one link is specified. Also, when a wrong link name is used or when trying to link to a deleted ticket.
- edit_queue(queue_id: Union[str, int], **kwargs: Any) List[str] [source]#
Edit queue.
- Parameters
queue_id – Identification of queue by name (str) or ID (int)
kwargs –
Other fields to edit from the following list:
Name
Description
CorrespondAddress
CommentAddress
Disabled
SLADisabled
Lifecycle
SortOrder
- Returns
List of status messages
- Raises
BadRequestError – When queue does not exist
InvalidUseError – When invalid fields are set
UnexpectedResponseError – If the response from RT is not as expected
- edit_ticket(ticket_id: Union[str, int], **kwargs: Any) bool [source]#
Edit ticket values.
- Parameters
ticket_id – ID of ticket to edit
kwargs –
Other arguments possible to set:
Requestors, Subject, Cc, AdminCc, Owner, Status, Priority, InitialPriority, FinalPriority, TimeEstimated, Starts, Due, Text,… (according to RT fields)
- Custom fields can be specified as dict:
CustomFields = {“Severity”: “Low”}
- Returns
True
Operation was successful
False
Ticket with given ID does not exist or unknown parameter was set (in this case all other valid fields are changed)
- edit_user(user_id: Union[str, int], **kwargs: Any) List[str] [source]#
Edit user profile.
- Parameters
user_id – Identification of user by username (str) or user ID (int)
kwargs –
Other fields to edit from the following list:
Name
Password
EmailAddress
RealName
NickName
Gecos
Organization
Address1
Address2
City
State
Zip
Country
HomePhone
WorkPhone
MobilePhone
PagerPhone
ContactInfo
Comments
Signature
Lang
EmailEncoding
WebEncoding
ExternalContactInfoId
ContactInfoSystem
ExternalAuthId
AuthSystem
Privileged
Disabled
- Returns
List of status messages
- Raises
BadRequestError – When user does not exist
InvalidUseError – When invalid fields are set
UnexpectedResponseError – If the response from RT is not as expected
- get_all_queues(include_disabled: bool = False) List[Dict[str, Any]] [source]#
Return a list of all queues.
Example of a return result:
[ { "InitialPriority": "", "_url": "http://localhost:8080/REST/2.0/queue/1", "type": "queue", "Name": "General", "DefaultDueIn": "", "Description": "The default queue", "CorrespondAddress": "", "CommentAddress": "", "id": "1", "FinalPriority": "" } ]
- Parameters
include_disabled – Set to True to also return disabled queues.
- Returns
Returns a list of dictionaries containing basic information on all queues.
- Raises
UnexpectedMessageFormatError – In case that returned status code is not 200
- get_attachment(attachment_id: Union[str, int]) Optional[dict] [source]#
Get attachment.
- Parameters
attachment_id – ID of attachment to fetch
- Returns
Attachment as dictionary with these keys:
Transaction
ContentType
Parent
Creator
Created
Filename
Content (base64 encoded string)
Headers
MessageId
ContentEncoding
id
Subject
All these fields are strings, just ‘Headers’ holds another dictionary with attachment headers as strings e.g.:
Delivered-To
From
Return-Path
Content-Length
To
X-Seznam-User
X-QM-Mark
Domainkey-Signature
RT-Message-ID
X-RT-Incoming-Encryption
X-Original-To
Message-ID
X-Spam-Status
In-Reply-To
Date
Received
X-Country
X-Spam-Checker-Version
X-Abuse
MIME-Version
Content-Type
Subject
Set of headers available depends on mailservers sending emails not on Request Tracker!
- Raises
UnexpectedMessageFormatError – Unexpected format of returned message.
NotFoundError – If attachment with specified ID does not exist.
- get_attachments(ticket_id: Union[str, int]) Sequence[Dict[str, str]] [source]#
Get attachment list for a given ticket
Example of a return result:
[ { "id": "17", "Filename": "README.rst", "ContentLength": "3578", "type": "attachment", "ContentType": "test/plain", "_url": "http://localhost:8080/REST/2.0/attachment/17" } ]
- Parameters
ticket_id – ID of ticket
- Returns
List of tuples for attachments belonging to given ticket. Tuple format: (id, name, content_type, size) Returns None if ticket does not exist.
- get_attachments_ids(ticket_id: Union[str, int]) Optional[List[int]] [source]#
Get IDs of attachments for given ticket.
- Parameters
ticket_id – ID of ticket
- Returns
List of IDs (type int) of attachments belonging to given ticket. Returns None if ticket does not exist.
- get_links(ticket_id: Union[str, int]) Optional[List[Dict[str, str]]] [source]#
Gets the ticket links for a single ticket.
Example of a return result:
[ { "id": "13", "type": "ticket", "_url": "http://localhost:8080/REST/2.0/ticket/13", "ref": "depends-on" } ]
- Parameters
ticket_id – ticket ID
- Returns
Links as lists of strings in dictionary with these keys (just those which are defined):
depends-on
depended-on-by
parent
child
refers-to
referred-to-by
None is returned if ticket does not exist.
- Raises
UnexpectedMessageFormatError – In case that returned status code is not 200
- get_queue(queue_id: Union[str, int]) Optional[Dict[str, Any]] [source]#
Get queue details.
Example of a return result:
{ "LastUpdatedBy": { "_url": "http://localhost:8080/REST/2.0/user/RT_System", "type": "user", "id": "RT_System" }, "LastUpdated": "2022-03-06T04:53:38Z", "AdminCc": [], "SortOrder": "0", "CorrespondAddress": "", "Creator": { "id": "RT_System", "_url": "http://localhost:8080/REST/2.0/user/RT_System", "type": "user" }, "Lifecycle": "default", "Cc": [], "Created": "2022-03-06T04:53:38Z", "_hyperlinks": [ { "_url": "http://localhost:8080/REST/2.0/queue/1", "type": "queue", "id": 1, "ref": "self" }, { "ref": "history", "_url": "http://localhost:8080/REST/2.0/queue/1/history" }, { "ref": "create", "type": "ticket", "_url": "http://localhost:8080/REST/2.0/ticket?Queue=1" } ], "SLADisabled": "1", "Name": "General", "TicketCustomFields": [], "Disabled": "0", "TicketTransactionCustomFields": [], "CustomFields": [], "Description": "The default queue", "CommentAddress": "", "id": 1 }
- Parameters
queue_id – Identification of queue by name (str) or queue ID (int)
- Returns
Queue details as a dictionary
- Raises
UnexpectedMessageFormatError – In case that returned status code is not 200
NotFoundError – In case the queue does not exist
- get_ticket(ticket_id: Union[str, int]) dict [source]#
Fetch ticket by its ID.
- Parameters
ticket_id – ID of demanded ticket
- Returns
Dictionary with key, value pairs for ticket with ticket_id or None if ticket does not exist. List of keys:
id
numerical_id
Queue
Owner
Creator
Subject
Status
Priority
InitialPriority
FinalPriority
Requestors
Cc
AdminCc
Created
Starts
Started
Due
Resolved
Told
TimeEstimated
TimeWorked
TimeLeft
- Raises
UnexpectedMessageFormatError – Unexpected format of returned message.
NotFoundError – If there is no ticket with the specified ticket_id.
- get_ticket_history(ticket_id: Union[str, int]) Optional[List[Dict[str, Any]]] [source]#
Get set of short history items
- Parameters
ticket_id – ID of ticket
- Returns
List of history items ordered increasingly by time of event. Each history item is a tuple containing (id, Description). Returns None if ticket does not exist.
- get_transaction(transaction_id: Union[str, int]) Dict[str, Any] [source]#
Get a transaction
- Parameters
transaction_id – ID of transaction
- Returns
Return a single transaction.
- get_user(user_id: Union[int, str]) Dict[str, Any] [source]#
Get user details.
- Parameters
user_id – Identification of user by username (str) or user ID (int)
- Returns
User details as strings in dictionary with these keys for RT users:
Lang
RealName
Privileged
Disabled
Gecos
EmailAddress
Password
id
Name
Or these keys for external users (e.g. Requestors) replying to email from RT:
RealName
Disabled
EmailAddress
Password
id
Name
- Raises
UnexpectedMessageFormatError – In case that returned status code is not 200
NotFoundError – If the user does not exist.
- last_updated(since: str, queue: Optional[str] = None) Iterator[dict] [source]#
Obtains tickets changed after given date.
- Parameters
since – Date as string in form ‘2011-02-24’
queue – Queue where to search
- Returns
Iterator of tickets with LastUpdated parameter later than since ordered in decreasing order by LastUpdated. Each ticket is a dictionary, the same as in
get_ticket()
.- Raises
InvalidUseError – If the specified date is of an unsupported format.
- merge_ticket(ticket_id: Union[str, int], into_id: Union[str, int]) bool [source]#
Merge ticket into another.
- Parameters
ticket_id – ID of ticket to be merged
into_id – ID of destination ticket
- Returns
True
Operation was successful
False
Either origin or destination ticket does not exist or user does not have ModifyTicket permission.
- Raises
UnexpectedResponseError – If the response from RT is not as expected
- new_correspondence(queue: Optional[Union[str, object]] = None) Iterator[dict] [source]#
Obtains tickets changed by other users than the system one.
- Parameters
queue – Queue where to search
- Returns
Iterator of tickets which were last updated by another user than the system one, ordered in decreasing order by LastUpdated. Each ticket is dictionary, the same as in
get_ticket()
.
- reply(ticket_id: Union[str, int], content: str = '', content_type: Literal['text/plain', 'text/html'] = 'text/plain', attachments: Optional[Sequence[rt.rest2.Attachment]] = None) bool [source]#
Sends email message to the contacts in
Requestors
field of given ticket with subject as is set inSubject
field.- Parameters
ticket_id – ID of ticket to which message belongs
content – Content of email message (text/plain or text/html)
content_type – Content type of email message, default to text/plain
attachments – Optional list of
Attachment
objects
- Returns
True
Operation was successful
False
Sending failed (status code != 200)
- Raises
BadRequestError – When ticket does not exist
UnexpectedResponseError – If the response from RT is not as expected
- search(queue: Optional[Union[str, object]] = None, order: Optional[str] = None, raw_query: Optional[str] = None, query_format: str = 'l', **kwargs: Any) Iterator[dict] [source]#
Search arbitrary needles in given fields and queue.
Example:
>>> tracker = Rt('http://tracker.example.com/REST/2.0/', 'rt-username', 'top-secret') >>> tickets = list(tracker.search(CF_Domain='example.com', Subject__like='warning')) >>> tickets = list(tracker.search(queue='General', order='Status', raw_query="id='1'+OR+id='2'+OR+id='3'"))
- Parameters
queue – Queue where to search. If you wish to search across all of your queues, pass the ALL_QUEUES object as the argument.
order – Name of field sorting result list, for descending order put - before the field name. E.g. -Created will put the newest tickets at the beginning
raw_query – A raw query to provide to RT if you know what you are doing. You may still pass Queue and order kwargs, so use these instead of including them in the raw query. You can refer to the RT query builder. If passing raw_query, all other **kwargs will be ignored.
query_format –
Format of the query:
i: only id fields are populated
s: only id and subject fields are populated
l: multi-line format, all fields are populated
kwargs –
Other arguments possible to set if not passing raw_query:
Requestors, Subject, Cc, AdminCc, Owner, Status, Priority, InitialPriority, FinalPriority, TimeEstimated, Starts, Due, Text,… (according to RT fields)
Custom fields CF.{<CustomFieldName>} could be set with keywords CF_CustomFieldName.
To alter lookup operators you can append one of the following endings to each keyword:
__exact for operator = (default) __notexact for operator != __gt for operator > __lt for operator < __like for operator LIKE __notlike for operator NOT LIKE
Setting values to keywords constrain search result to the tickets satisfying all of them.
- Returns
Iterator over matching tickets. Each ticket is the same dictionary as in
get_ticket()
.- Raises
UnexpectedMessageFormatError: Unexpected format of returned message. InvalidQueryError: If raw query is malformed
- steal(ticket_id: Union[str, int]) bool [source]#
Steal ticket
- Parameters
ticket_id – ID of ticket to be merged
- Returns
True
Operation was successful
False
Either the ticket does not exist or user does not have StealTicket permission.
- Raises
UnexpectedResponseError – If the response from RT is not as expected
- take(ticket_id: Union[str, int]) bool [source]#
Take ticket
- Parameters
ticket_id – ID of ticket to be merged
- Returns
True
Operation was successful
False
Either the ticket does not exist or user does not have TakeTicket permission.
- Raises
UnexpectedResponseError – If the response from RT is not as expected
- untake(ticket_id: Union[str, int]) bool [source]#
Untake ticket
- Parameters
ticket_id – ID of ticket to be merged
- Returns
True
Operation was successful
False
Either the ticket does not exist or user does not own the ticket.
- Raises
UnexpectedResponseError – If the response from RT is not as expected