Documentation for **/ce/ticket_system_integration/*.py
Module: open_ticket_ai\src\ce\ticket_system_integration\otobo_adapter.py
Package for integrating with OTOBO systems. This module provides the primary interface for OTOBO integration by exposing the OTOBOAdapter class. It serves as the public API entry point for interacting with OTOBO services.
Module: open_ticket_ai\src\ce\ticket_system_integration\otobo_adapter_config.py
Module: open_ticket_ai\src\ce\ticket_system_integration\ticket_system_adapter.py
class TicketSystemAdapter
An abstract base class for ticket system adapters. This class defines the interface that all concrete ticket system adapters must implement to interact with different ticketing systems. It provides common configuration handling through dependency injection and requires subclasses to implement core ticket operations.
Parameters:
config(SystemConfig) - System configuration object containing adapter settings.
#### method def __init__(self, config: SystemConfig)
Initialize the adapter with system configuration. This constructor is automatically injected with the system configuration using the dependency injection framework. It initializes the adapter with the provided configuration and ensures proper setup of inherited components.
Parameters:
config(SystemConfig) - The system configuration object containing all necessary settings and parameters for the adapter.
#### method async def update_ticket(self, ticket_id: str, updates: dict) -> bool
Update a ticket in the system. This method must be implemented by concrete adapters to handle updating ticket attributes in the target ticketing system. It should support partial updates and return the updated ticket representation.
Parameters:
ticket_id() - Unique identifier of the ticket to update.updates() - Dictionary of attributes to update on the ticket.
Returns: (bool) - True if the update succeeded, otherwise False.
#### method async def find_tickets(self, criteria: SearchCriteria) -> list[UnifiedTicket]
Search for tickets matching criteria. This method must be implemented by concrete adapters to perform complex searches against the target ticketing system. The query structure is adapter-specific but should support common filtering and search operations.
Parameters:
criteria() - Parameters defining which tickets to search for.
Returns: (list[UnifiedTicket]) - A list of tickets that match the criteria. Returns an empty list if no matches are found.
#### method async def find_first_ticket(self, criteria: SearchCriteria) -> UnifiedTicket | None
Return the first ticket that matches criteria if any. This is a convenience method that should return the first matching ticket from a search operation. It should optimize for performance by limiting results internally.
Parameters:
criteria() - Parameters defining which ticket to search for.
Returns: (Optional[UnifiedTicket]) - The first matching ticket or None if no tickets match.
#### method async def create_ticket(self, ticket_data: UnifiedTicket) -> UnifiedTicket
Create a new ticket in the system. This method must be implemented by concrete adapters to handle ticket creation in the target ticketing system. The ticket data is provided in a unified format.
Parameters:
ticket_data(UnifiedTicket) - The ticket data to create. Contains all necessary fields in a system-agnostic format.
Returns: (UnifiedTicket) - The created ticket object with system-generated identifiers and fields.
#### method async def add_note(self, ticket_id: str, note: UnifiedNote) -> UnifiedNote
Add a note to an existing ticket. This method must be implemented by concrete adapters to attach notes/comments to tickets in the target system. The note content is provided in a unified format.
Parameters:
ticket_id(str) - Unique identifier of the target ticket.note(UnifiedNote) - The note content and metadata to add.
Returns: (UnifiedNote) - The added note object with system-generated metadata (e.g., timestamp, ID).
Module: open_ticket_ai\src\ce\ticket_system_integration\unified_models.py
class UnifiedEntity
Base entity with optional ID and name.
Parameters:
id(Optional[int]) (default:None) - Unique identifier for the entity. Defaults to None.name(Optional[str]) (default:None) - Display name of the entity. Defaults to None.
class UnifiedUser
Represents a user within the system. Inherits attributes from UnifiedEntity and adds:
Parameters:
email(Optional[str]) (default:None) - Email address of the user. Defaults to None.
class UnifiedQueue
Represents a ticket queue. Inherits attributes from UnifiedEntity.
class UnifiedPriority
Represents a ticket priority level. Inherits attributes from UnifiedEntity.
class UnifiedStatus
Represents a ticket status. Inherits attributes from UnifiedEntity.
class UnifiedNote
Represents a note attached to a ticket.
Parameters:
id(Optional[str]) (default:None) - Unique identifier for the note. Defaults to None.body(str) - Content of the note.created_at(datetime) - Timestamp when the note was created.is_internal(bool) - Indicates if the note is internal (not visible to customers).author(UnifiedUser) - User who created the note.
class UnifiedTicket
Unified representation of a support ticket.
Parameters:
id(str) - Unique identifier for the ticket.subject(str) - Subject line of the ticket.body(str) - Main content/description of the ticket.custom_fields(Dict) - Additional custom field data associated with the ticket.queue(UnifiedQueue) - Queue to which the ticket belongs.priority(UnifiedPriority) - Priority level of the ticket.status(UnifiedStatus) - Current status of the ticket.owner(UnifiedUser) - User currently assigned to the ticket.notes(List[UnifiedNote]) (default:empty list) - List of notes attached to the ticket. Defaults to empty list.
class SearchCriteria
Criteria for searching/filtering tickets.
Parameters:
id(Optional[str]) (default:None) - Ticket ID to search for. Defaults to None.subject(Optional[str]) (default:None) - Text to search in ticket subjects. Defaults to None.queue(Optional[UnifiedQueue]) (default:None) - Queue to filter by. Defaults to None.user(Optional[UnifiedUser]) (default:None) - User to filter by (e.g., owner). Defaults to None.