REST2#

Python interface to Request Tracker API.

Description of Request Tracker REST API: https://docs.bestpractical.com/rt/5.0.2/RT/REST2.html

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.

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.

async comment(ticket_id: str | int, content: str = '', content_type: Literal['text/plain', 'text/html'] = 'text/plain', attachments: Sequence[Attachment] | None = 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

async 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

async create_ticket(queue: str, content_type: Literal['text/plain', 'text/html'] = 'text/plain', subject: str | None = None, content: str | None = None, attachments: Sequence[Attachment] | None = 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 objects
kwargs –
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.

async 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

async delete_queue(queue_id: 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

async delete_ticket(ticket_id: 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

async delete_user(user_id: 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

async edit_link(ticket_id: str | int, link_name: Literal['Parent', 'Child', 'RefersTo', 'ReferredToBy', 'DependsOn', 'DependedOnBy'], link_value: 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.

async edit_queue(queue_id: 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

async edit_ticket(ticket_id: 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)

async edit_user(user_id: 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

async get_all_queues(include_disabled: bool = False) → AsyncIterator[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:: Iterator of dictionaries containing basic information on all queues. collections.abc.AsyncIterator[typing.Dict[str, typing.Any]]
Raises:: UnexpectedMessageFormatError – In case that returned status code is not 200

async get_attachment(attachment_id: str | int) → dict | None[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.

async get_attachments(ticket_id: str | int) → AsyncIterator[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:: Iterator of attachments belonging to given ticket. collections.abc.AsyncIterator[typing.Dict[str, str]]

async get_attachments_ids(ticket_id: str | int) → AsyncIterator[source]#

Get IDs of attachments for given ticket.

Parameters:: ticket_id – ID of ticket
Returns:: Iterator of IDs (type int) of attachments belonging to given ticket. collections.abc.AsyncIterator[int]

async get_links(ticket_id: str | int) → 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

async get_queue(queue_id: str | int) → Dict[str, Any] | None[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

async get_ticket(ticket_id: 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.

async get_ticket_history(ticket_id: str | int) → AsyncIterator[source]#

Get set of short history items.

Parameters:: ticket_id – ID of ticket
Returns:: Iterator of history items ordered increasingly by time of event. Each history item is a tuple containing (id, Description). collections.abc.AsyncIterator[typing.Dict[str, typing.Any]]

async get_transaction(transaction_id: str | int) → Dict[str, Any][source]#

Get a transaction.

Parameters:: transaction_id – ID of transaction
Returns:: Return a single transaction.

async get_user(user_id: 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.

async last_updated(since: str, queue: str | None = None) → AsyncIterator[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(). collections.abc.AsyncIterator[dict]

Raises:

InvalidUseError – If the specified date is of an unsupported format.

async merge_ticket(ticket_id: str | int, into_id: 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

async new_correspondence(queue: str | object | None = None) → AsyncIterator[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(). collections.abc.AsyncIterator[dict]

async reply(ticket_id: str | int, content: str = '', content_type: Literal['text/plain', 'text/html'] = 'text/plain', attachments: Sequence[Attachment] | None = None) → bool[source]#

Sends email message to the contacts in Requestors field of given ticket with subject as is set in Subject 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

async search(queue: str | object | None = None, order: str | None = None, raw_query: str | None = None, query_format: str = 'l', **kwargs: Any) → AsyncIterator[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(). collections.abc.AsyncIterator[dict]

Raises:

UnexpectedMessageFormatError: Unexpected format of returned message. InvalidQueryError: If raw query is malformed

async steal(ticket_id: 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

async take(ticket_id: 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

async untake(ticket_id: 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

async user_exists(user_id: int | str, privileged: bool = True) → bool[source]#

Check if a given user_id exists.

Parameters:

user_id – User ID to lookup.
privileged – If set to True, only return True if the user_id was found and is privileged.

Returns:

bool: True on success, else False.

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#

multipart_form_element() → Tuple[str, bytes, str][source]#: Convert to a tuple as required for multipart-form-data submission.

to_dict() → Dict[str, str][source]#: Convert to a dictionary for submitting to the REST API.

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.

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: str | int, content: str = '', content_type: Literal['text/plain', 'text/html'] = 'text/plain', attachments: Sequence[Attachment] | None = 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: str | None = None, content: str | None = None, attachments: Sequence[Attachment] | None = 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 objects
kwargs –
Other arguments possible to set:

Requestor, 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: 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: 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: 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: str | int, link_name: Literal['Parent', 'Child', 'RefersTo', 'ReferredToBy', 'DependsOn', 'DependedOnBy'], link_value: 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: 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: 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: 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: str | int) → dict | None[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: 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: str | int) → List[int] | None[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: str | int) → List[Dict[str, str]] | None[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: str | int) → Dict[str, Any] | None[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: 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: str | int) → List[Dict[str, Any]] | None[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: str | int) → Dict[str, Any][source]#

Get a transaction.

Parameters:: transaction_id – ID of transaction
Returns:: Return a single transaction.

get_user(user_id: 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: str | None = 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: str | int, into_id: 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: str | object | None = 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: str | int, content: str = '', content_type: Literal['text/plain', 'text/html'] = 'text/plain', attachments: Sequence[Attachment] | None = None) → bool[source]#

Sends email message to the contacts in Requestors field of given ticket with subject as is set in Subject 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: str | object | None = None, order: str | None = None, raw_query: str | None = 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: 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: 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: 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

user_exists(user_id: int | str, privileged: bool = True) → bool[source]#

Check if a given user_id exists.

Parameters:

user_id – User ID to lookup.
privileged – If set to True, only return True if the user_id was found and is privileged.

Returns:

bool: True on success, else False.