Auto-Assign Zendesk Tickets between Indian and US Timings using email ID

import requests import json from requests.auth import HTTPBasicAuth import datetime import random # Credentials for Zendesk API creds = _get_creds(cred_label)['creds'] ZENDESK_EMAIL = creds['username'] ZENDESK_TOKEN = creds['password'] # Function to get user ID by email def get_user_id_by_email(subdomain, email, api_token, user_email): api_url = f'https://{subdomain}.zendesk.com/api/v2/users/search.json?query={user_email}' headers = { 'Content-Type': 'application/json' } basic_auth = HTTPBasicAuth(f'{email}/token', api_token) response = requests.get(api_url, auth=basic_auth, headers=headers) if response.status_code == 200: users = response.json().get('users', []) if users: print(f"User ID for {user_email}: {users[0]['id']}") # For debugging return users[0]['id'] print(f"Failed to get user ID for {user_email}. Response code: {response.status_code}") # For debugging return None # Function to get user name by ID def get_user_name_by_id(subdomain, email, api_token, user_id): api_url = f'https://{subdomain}.zendesk.com/api/v2/users/{user_id}.json' headers = { 'Content-Type': 'application/json' } basic_auth = HTTPBasicAuth(f'{email}/token', api_token) response = requests.get(api_url, auth=basic_auth, headers=headers) if response.status_code == 200: user = response.json().get('user', {}) print(f"User name for ID {user_id}: {user.get('name', 'Unknown')}") # For debugging return user.get('name', 'Unknown') print(f"Failed to get user name for ID {user_id}. Response code: {response.status_code}") # For debugging return 'Unknown' # Function to assign ticket to a user def assign_ticket_to_user(subdomain, email, api_token, ticket_id, user_id): api_url = f'https://{subdomain}.zendesk.com/api/v2/tickets/{ticket_id}.json' headers = { 'Content-Type': 'application/json' } ticket_data = { 'ticket': { 'assignee_id': user_id } } basic_auth = HTTPBasicAuth(f'{email}/token', api_token) response = requests.put(api_url, auth=basic_auth, headers=headers, json=ticket_data) print(f"Assigning ticket {ticket_id} to user ID {user_id}. Response code: {response.status_code}") # For debugging print(f"Assign Ticket Response: {response.json()}") # For debugging return response.status_code, response.json() # Function to determine the user to assign based on current time def get_user_to_assign(current_hour_utc, user_ids): # Define Indian working hours in UTC (IST is UTC+5:30) start_ist_hour = 2 #2UTC # 7:30 AM IST end_ist_hour = 14 #14UTC # 7:30 PM IST if start_ist_hour <= current_hour_utc < end_ist_hour: # Indian timings: Randomly choose between two users selected_user = random.choice([user_ids['yash'], user_ids['yash_test']]) print(f"Indian working hours. Randomly selected user ID: {selected_user}") # For debugging return selected_user else: # US timings: Assign to sarang_another print(f"US working hours. Selected user ID: {user_ids['sarang']}") # For debugging return user_ids['sarang'] # Main function to assign a ticket def assign_ticket(subdomain, email, api_token, ticket_id): # Fetch user IDs dynamically user_ids = { 'sarang': get_user_id_by_email(subdomain, email, api_token, 'email@example.com'), 'yash': get_user_id_by_email(subdomain, email, api_token, 'email1@example.com'), 'yash_test': get_user_id_by_email(subdomain, email, api_token, 'email2@example.com') } print(f"Fetched User IDs: {user_ids}") # For debugging # Determine current UTC hour current_hour_utc = datetime.datetime.utcnow().hour print(f"Current UTC Hour: {current_hour_utc}") # For debugging # Determine user to assign based on time user_to_assign = get_user_to_assign(current_hour_utc, user_ids) # Assign the ticket to the determined user status_code, response_json = assign_ticket_to_user(subdomain, email, api_token, ticket_id, user_to_assign) print("Ticket Assignment Response:", json.dumps(response_json, indent=4)) # Comment out this line for raw response for assigning tickets # Fetch the updated ticket details ticket_details = response_json.get('ticket', {}) # Fetch the assignee name assignee_name = get_user_name_by_id(subdomain, email, api_token, user_to_assign) # Print relevant details print("Ticket Assignment Status Code:", status_code) print("Ticket ID:", ticket_details.get('id')) print("Subject:", ticket_details.get('subject')) print("Description:", ticket_details.get('description')) print("Status:", ticket_details.get('status')) print("Updated At:", ticket_details.get('updated_at')) print("Assignee ID:", ticket_details.get('assignee_id')) print("Assignee Name:", assignee_name) # Usage email = ZENDESK_EMAIL api_token = ZENDESK_TOKEN ticket_id = ticket['id'] # Ensure `ticket` is defined appropriately in your context print(f"Ticket ID being processed for Auto Assignment: {ticket_id}") # Assign the ticket assign_ticket(subdomain, email, api_token, ticket_id) context.proceed = False