Configuration

In the Freshdesk admin portal, go to Automations (under Helpdesk Productivity).

Add two rules, one for Ticket Creation and one for Ticket Updates.

Ticket Creation

Rule name: OpenStack information On tickets with these properties:

• Match ANY of the below
  • In Tickets
  • If Description
  • Is not
  • '' (empty quotes) Perform these actions:
• Trigger webhook
• Request type: POST
• URL: https://hostname/addinfo
• Requires authentication: enabled
• I have an API key: ???
• Encoding: JSON
• Content: Advanced

Enter the following:

{
    "action": "create",
    "ticket_id": {{ticket.id}},
    "source": "{{ticket.description}}",
    "email": "{{ticket.contact.email}}"
}

Ticket Update

Rule name: OpenStack information When an action performed by: Agent or requester Involves any of these events:

• Note is added: Public note
• Reply is sent On tickets with these properties:
• None required here Perform these actions:
• Trigger webhook
• Request type: POST
• URL: https://hostnameaddinfo
• Requires authentication: enabled
• I have an API key: ???
• Encoding: JSON
• Content: Advanced

Enter the following:

{
    "action": "update",
    "ticket_id": {{ticket.id}},
    "source": "{{ticket.latest_public_comment}}",
    "email": "{{ticket.contact.email}}"
 }

Testing

Create an application credential:

openstack application credential create --role Admin nectar-freshdesk

Create yourself with a .env file with your settings:

FLASK_APP=nectar_freshdesk/wsgi
FLASK_DEBUG=1
FLASK_RUN_PORT=8613
OS_DEFAULT__TRANSPORT_URL=rabbit://freshdesk:[email protected]:5671/freshdesk
OS_FRESHDESK__DOMAIN=dhdnectartest.freshdesk.com
OS_FRESHDESK__API_KEY=<your api key>
OS_OSLO_MESSAGING_RABBIT__AMQP_DURABLE_QUEUES=True
OS_OSLO_MESSAGING_RABBIT__SSL=True
OS_SERVICE_AUTH__AUTH_URL=http://keystone.example.com:5000/v3/
OS_SERVICE_AUTH__AUTH_TYPE=v3applicationcredential
OS_SERVICE_AUTH__APPLICATION_CREDENTIAL_ID=<credential id>
OS_SERVICE_AUTH__APPLICATION_CREDENTIAL_SECRET=<credential secret>

Create yourself a freshdesk vhost on your Rabbit server:

rabbitmqctl add_vhost freshdesk
rabbitmqctl add_user freshdesk test
rabbitmqctl set_permissions -p freshdesk freshdesk '.*' '.*' '.*'
rabbitmqctl set_policy -p freshdesk max-length '.*' '{"max-length":100000}'

Ensure you have your virtualenv loaded

workon myvenv

Install the app into your venv

pip install -e .

Run the API:

flask run

Run the agent:

nectar-freshdesk-agent

Simulate a FD webhook call:

curl -X POST -H "Content-Type: application/json" --data '{"action": "create", "ticket_id": "603", "source": "ticket body 21d43012-7408-4426-8121-6b5351f63e9d", "email": "[email protected]"}' http://localhost:8613/addinfo

For best results use a real ticket_id and use a UUID of an instance in the source field.