July 3, 2020


Working with Tickets

A few examples on interacting with Tickets

Getting ticket Subjects

Standard support tickets’ titles must be selected from a pre-determined list of ticket subjects, defined in the SoftLayer_Ticket_Subject service. The following example will output all of the Ticket Subjects:


import SoftLayer
client = SoftLayer.Client()
def getSubjects(self):
    mask = "mask[group]"
    subjects = client.call('SoftLayer_Ticket_Subject', 'getAllObjects', mask=mask)
    print("|Subject Id | Subject Name | Group Name |")
    print("| --- | --- | --- |")
    for subject in subjects:
        print("|%s| %s| %s|" % (subject['id'], subject['name'], subject['group']['name']))

Subjects

Subject Id Subject Name Group Name
1522 API Question Support
1001 Accounting Request Accounting
1181 CDN Question SysAdmin
1261 Colocation Service Request Hardware
1041 DNS Request Support
1201 DOS/Abuse Issue Support
1121 Hardware Firewall Question Support
1021 Hardware Issue Support
1122 Hardware Load Balancer Question Support
1081 Licensing Question Support
1141 Mail Server Issue Support
1004 OS Reload Question Support
1005 Portal Information Question Support
1061 Private Network Question Support
1022 Public Network Question Support
1003 Reboots and Console Access Support
1002 Sales Request Sales
1603 Sales Request - Compute & Infrastructure Sales
1645 Sales Request - Firewall Service Sales
1647 Sales Request - General Question Sales
1605 Sales Request - Network & Security Services Sales
1643 Sales Request - Other Services Sales
1607 Sales Request - Upgrades & Add-ons Sales
1101 Security Issue Support
1161 Storage Question Support
1221 Transcoding Question Support
1723 VMware Solutions VMware Solutions
1482 Vyatta Question SysAdmin

Create Standard Ticket

Create a standard support ticket. Use a standard support ticket if you need to work out a problem related to SoftLayer’s hardware, network, or services.

import SoftLayer
client = SoftLayer.Client()
def createTicket(self):
    current_user = client.call('SoftLayer_Account', 'getCurrentUser')
    body = "I'm testing API ticket creation. Please close this ticket if you see it. Thanks."
    serverId = 1317535
    serverPass = '12345'
    # http://sldn.softlayer.com/reference/datatypes/SoftLayer_Ticket
    new_ticket = {
        'subjectId': 1021,
        'assignedUserId': current_user['id'],
        'title': 'TESTING TICKET 003',
        'priority': 4
    }
    # parameter list is from, need to be in order http://sldn.softlayer.com/reference/services/softlayer_ticket/createStandardTicket
    created_ticket = client.call('SoftLayer_Ticket', 'createStandardTicket', 
        new_ticket, body, serverId, serverPass, None, None, None, 'HARDWARE')
    pp(created_ticket)

###Create Ticket Attached File

import SoftLayer
# client configuration
ENDPOINT = "http://api.softlayer.com/v3/sldn/xmlrpc/"
# Your SoftLayer API username.
USERNAME = ''
# Generate one at https://manage.softlayer.com/Administrative/apiKeychain
API_KEY = 'apikey_goes_here'

# Declare the API client
client = SoftLayer.Client(endpoint_url=ENDPOINT, username=USERNAME,api_key=API_KEY)
#client = SoftLayer.Client(username=USERNAME,api_key=API_KEY)

templateObject = {
                    "assignedUserId" : 104672,
                    "notifyUserOnUpdateFlag" : True,
                    "subjectId" : 1522,
                    "title" : "ticket example"
                   }

contents = 'this the ticket contet'

attachedFiles = [
                  {
                    "data" : "gICBdDQp9",
                    "filename" : "test2.txt"
                  }  
                ]

attachID = 0
rootPassword = ""
controlPanelPassword = ""
accesPort = "" 
attachedFiles = attachedFiles

try:
    # getting the VLANs
    result = client['SoftLayer_Ticket'].createStandardTicket(templateObject, contents, attachID, rootPassword ,  controlPanelPassword , accesPort , attachedFiles)
    print (result)
except SoftLayer.SoftLayerAPIError as e:
    # If there was an error returned from the SoftLayer API then bomb out with the
    # error message.            
    print("Unable to get Vlans. "
          % (e.faultCode, e.faultString))

###Create Ticket Attached File Encode

import SoftLayer
import base64
# client configuration
ENDPOINT = "http://api.softlayer.com/v3/sldn/xmlrpc/"
# Your SoftLayer API username.
USERNAME = ''
# Generate one at https://manage.softlayer.com/Administrative/apiKeychain
API_KEY = 'apikey_goes_here'

# Declare the API client
#client = SoftLayer.Client(endpoint_url=ENDPOINT, username=USERNAME,api_key=API_KEY)
client = SoftLayer.Client(username=USERNAME,api_key=API_KEY)

encoded_string = ""

with open("C:\\test.png", "rb") as image_file:
    encoded_string = base64.b64encode(image_file.read())

templateObject = {
                    "assignedUserId" : 205832,
                    "notifyUserOnUpdateFlag" : True,
                    "subjectId" : 1522,
                    "title" : "Test Ticket Please Close at your earliest convenience"
                   }

contents = 'this the ticket contet'

attachedFiles = [
                  {
                    "data" : encoded_string,
                    "filename" : "test2.png"
                  }  
                ]

attachID = 0
rootPassword = ""
controlPanelPassword = ""
accesPort = "" 

try:
    # getting the VLANs
    result = client['SoftLayer_Ticket'].createStandardTicket(templateObject, contents, attachID, rootPassword ,  controlPanelPassword , accesPort , attachedFiles)
    print (result)
except SoftLayer.SoftLayerAPIError as e:
    # If there was an error returned from the SoftLayer API then bomb out with the
    # error message.            
    print("Unable to get Vlans. "
          % (e.faultCode, e.faultString))

###Create Standard Ticket getting Subject and Users


import SoftLayer.API

USERNAME = 'set me'
API_KEY = 'set me'

# The name of the user to assign the ticket
assingToUser = "pulse-lab"

# The subject name of the ticket
subjectName = "Vyatta Question"

# Creating the services
client = SoftLayer.Client(username=USERNAME, api_key=API_KEY)
accountService = client['SoftLayer_Account']
ticketSubjectService = client['SoftLayer_Ticket_Subject']
ticketService = client['SoftLayer_Ticket']

try:
    # We are setting a filter to get the users which status is active
    objectFilterUsers = {
        'users': {
            'userStatus': {
                'keyName': {
                    'operation': 'ACTIVE'
                }
            }
        }
    }

    # Getting all the active users in the account.
    users = accountService.getUsers(filter=objectFilterUsers)
    # Getting all available subjects for the ticket
    subjects = ticketSubjectService.getAllObjects()

    # Looking for the correct assingToUserId
    assingToUserId = 0
    for user in users:
        if user['username'] == assingToUser:
            assingToUserId = user['id']

    # Looking for the correct subjectId
    subjectId = 0
    for subject in subjects:
        if subject['name'] == subjectName:
            subjectId = subject['id']

    # Creating the skeleton for the SoftLayer_Ticket template
    templateObject = {
        "assignedUserId": assingToUserId,
        "notifyUserOnUpdateFlag": True,
        "subjectId": subjectId,
        "title": "the title for the ticket"
    }

    # The contents for the ticket
    content = "this is the content"

    # Creating the new ticket
    result = ticketService.createStandardTicket(templateObject, content)
    print(result)
except SoftLayer.SoftLayerAPIError as e:
    print("Unable to create standard ticket faultCode=%s, faultString=%s" % (e.faultCode, e.faultString))
    exit(1)

###List Tickets

The script retrieves all the tickets in a brand account. It displays the same result like in https://agent.softlayer.com/support/ticket/list.

import json

import SoftLayer.API

USERNAME = 'set me'
API_KEY = 'set me'

brandId = 4

client = SoftLayer.create_client_from_env(username=USERNAME, api_key=API_KEY, timeout=500)
brandService = client['SoftLayer_Brand']

objectMask = "mask[group[name], status[name], statusId, id, createDate, title, assignedUser[username], " \
             "attachedFileCount, totalUpdateCount, modifyDate, lastEditType, newUpdatesFlag, attachedHardwareCount, " \
             "attachedVirtualGuestCount, priority, account[companyName, accountStatus[name]]," \
             " assignedAgents[username], state[stateType], scheduledActions[transactionGroup, " \
             "ticketScheduledActionReference] ]"
objectFilter = {
    "tickets": {"status": {"name": {"operation": "in", "options": [{"name": "data", "value": ["Open", "Assigned"]}]}}}}

try:
    result = brandService.getTickets(id=brandId, filter=objectFilter, mask=objectMask)
    print(json.dumps(result, sort_keys=True, indent=2, separators=(',', ': ')))
except SoftLayer.SoftLayerAPIError as e:
    print("Unable to list the tickets. "
          % (e.faultCode, e.faultString))


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