Auto-Assign Zendesk Tickets between Indian and US Timings

import requests import json from requests.auth import HTTPBasicAuth import datetime import random # Credentials for Zendesk API creds = _get_creds(zendesk_cred_label)['creds'] ZENDESK_EMAIL = creds['username'] ZENDESK_TOKEN = creds['password'] # Function to get user ID by name def get_user_id(subdomain, email, api_token, user_name): api_url = f'https://{subdomain}.zendesk.com/api/v2/users/search.json?query={user_name}' 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: return users[0]['id'] 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', {}) return user.get('name', 'Unknown') 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) 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 = 0 # 5:30 AM IST end_ist_hour = 14 # 7:30 PM IST if start_ist_hour <= current_hour_utc < end_ist_hour: # Indian timings: Randomly choose between two users return random.choice([user_ids['yash'], user_ids['yash_test']]) else: # US timings: Assign to Sarang 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(subdomain, email, api_token, 'Sarang Dharmapurikar'), 'yash': get_user_id(subdomain, email, api_token, 'Yash Yadav'), 'yash_test': get_user_id(subdomain, email, api_token, 'Yash Test User') } # Determine current UTC hour current_hour_utc = datetime.datetime.utcnow().hour # 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 # subdomain and zendesk_cred_label to be received from upstream task email = ZENDESK_EMAIL api_token = ZENDESK_TOKEN ticket_id = ticket['id'] print(f"Ticket ID being processed for Auto Assignment: {ticket_id}") # Assign the ticket assign_ticket(subdomain, email, api_token, ticket_id)