-added zendesk api endpoints

lms/djangoapps/courseware/views/views.py

@@ -94,6 +94,7 @@ from openedx.core.djangoapps.programs.utils import ProgramMarketingDataExtender
 from openedx.core.djangoapps.self_paced.models import SelfPacedConfiguration
 from openedx.core.djangoapps.site_configuration import helpers as configuration_helpers
 from openedx.core.djangoapps.util.user_messages import PageLevelMessages
+from openedx.core.djangoapps.zendesk_proxy.utils import create_zendesk_ticket
 from openedx.core.djangolib.markup import HTML, Text
 from openedx.features.course_duration_limits.access import generate_course_expired_fragment
 from openedx.features.course_experience import (
@@ -112,7 +113,7 @@ from track import segment
 from util.cache import cache, cache_if_anonymous
 from util.db import outer_atomic
 from util.milestones_helpers import get_prerequisite_courses_display
-from util.views import _record_feedback_in_zendesk, ensure_valid_course_key, ensure_valid_usage_key
+from util.views import ensure_valid_course_key, ensure_valid_usage_key
 from xmodule.course_module import COURSE_VISIBILITY_PUBLIC, COURSE_VISIBILITY_PUBLIC_OUTLINE
 from xmodule.modulestore.django import modulestore
 from xmodule.modulestore.exceptions import ItemNotFoundError, NoPathToItem
@@ -1625,7 +1626,7 @@ def financial_assistance_request(request):
         # Thrown if fields are missing
         return HttpResponseBadRequest(u'The field {} is required.'.format(text_type(err)))
 
-    zendesk_submitted = _record_feedback_in_zendesk(
+    zendesk_submitted = create_zendesk_ticket(
         legal_name,
         email,
         u'Financial assistance request for learner {username} in course {course_name}'.format(
@@ -1633,12 +1634,12 @@ def financial_assistance_request(request):
             course_name=course.display_name
         ),
         u'Financial Assistance Request',
-        {'course_id': course_id},
+        tags={'course_id': course_id},
         # Send the application as additional info on the ticket so
         # that it is not shown when support replies. This uses
         # OrderedDict so that information is presented in the right
         # order.
-        OrderedDict((
+        additional_info=OrderedDict((
             ('Username', username),
             ('Full Name', legal_name),
             ('Course ID', course_id),
@@ -1650,8 +1651,7 @@ def financial_assistance_request(request):
             (FA_EFFORT_LABEL, '\n' + effort + '\n\n'),
             ('Client IP', ip_address),
         )),
-        group_name='Financial Assistance',
-        require_update=True
+        group='Financial Assistance',
     )
 
     if not zendesk_submitted:

openedx/core/djangoapps/zendesk_proxy/utils.py

@@ -11,21 +11,25 @@ from django.conf import settings
 import requests
 from rest_framework import status
 
+
 log = logging.getLogger(__name__)
 
 
-def create_zendesk_ticket(requester_name, requester_email, subject, body, custom_fields=None, uploads=None, tags=None):
+def _std_error_message(details, payload):
+    """Internal helper to standardize error message. This allows for simpler splunk alerts."""
+    return u'zendesk_proxy action required\n{}\nNo ticket created for payload {}'.format(details, payload)
+
+
+def _get_request_headers():
+    return {
+        'content-type': 'application/json',
+        'Authorization': u"Bearer {}".format(settings.ZENDESK_OAUTH_ACCESS_TOKEN),
+    }
+
+def create_zendesk_ticket(requester_name, requester_email, subject, body, group=None, custom_fields=None, uploads=None, tags=None, additional_info=None):
     """
     Create a Zendesk ticket via API.
-
-    Note that we do this differently in other locations (lms/djangoapps/commerce/signals.py and
-    common/djangoapps/util/views.py). Both of those callers use basic auth, and should be switched over to this oauth
-    implementation once the immediate pressures of zendesk_proxy are resolved.
     """
-    def _std_error_message(details, payload):
-        """Internal helper to standardize error message. This allows for simpler splunk alerts."""
-        return u'zendesk_proxy action required\n{}\nNo ticket created for payload {}'.format(details, payload)
-
     if tags:
         # Remove duplicates from tags list
         tags = list(set(tags))
@@ -46,22 +50,22 @@ def create_zendesk_ticket(requester_name, requester_email, subject, body, custom
         }
     }
 
+    if not (settings.ZENDESK_URL and settings.ZENDESK_OAUTH_ACCESS_TOKEN):
+        log.error(_std_error_message("zendesk not configured", data))
+        return status.HTTP_503_SERVICE_UNAVAILABLE
+
+    if group:
+        group_id = get_zendesk_group_by_name(group)
+        data['ticket']['group_id'] = group_id
+
     # Encode the data to create a JSON payload
     payload = json.dumps(data)
 
-    if not (settings.ZENDESK_URL and settings.ZENDESK_OAUTH_ACCESS_TOKEN):
-        log.error(_std_error_message("zendesk not configured", payload))
-        return status.HTTP_503_SERVICE_UNAVAILABLE
-
     # Set the request parameters
     url = urljoin(settings.ZENDESK_URL, '/api/v2/tickets.json')
-    headers = {
-        'content-type': 'application/json',
-        'Authorization': u"Bearer {}".format(settings.ZENDESK_OAUTH_ACCESS_TOKEN),
-    }
 
     try:
-        response = requests.post(url, data=payload, headers=headers)
+        response = requests.post(url, data=payload, headers=_get_request_headers())
 
         # Check for HTTP codes other than 201 (Created)
         if response.status_code == status.HTTP_201_CREATED:
@@ -73,7 +77,72 @@ def create_zendesk_ticket(requester_name, requester_email, subject, body, custom
                     payload
                 )
             )
+        if additional_info:
+            ticket = json.loads(response.text)['ticket']
+            return post_additional_info_as_comment(ticket['id'], additional_info)
+
         return response.status_code
     except Exception:  # pylint: disable=broad-except
         log.exception(_std_error_message('Internal server error', payload))
         return status.HTTP_500_INTERNAL_SERVER_ERROR
+
+
+def get_zendesk_group_by_name(name):
+    """
+    Calls the Zendesk list-groups api
+
+    Returns the group Id matching the name.
+    """
+    url = urljoin(settings.ZENDESK_URL, '/api/v2/groups.json')
+
+    try:
+        response = requests.post(url, headers=_get_request_headers())
+
+        groups = json.loads(response.text)['groups']
+        for group in groups:
+            if group['name'] == name:
+                return group['id']
+    except Exception as e:  # pylint: disable=broad-except
+        log.exception(_std_error_message('Internal server error', 'None'))
+    
+        return status.HTTP_500_INTERNAL_SERVER_ERROR
+    log.exception(_std_error_message('Tried to get zendesk group which does not exist', name))
+    raise Exception
+
+
+def post_additional_info_as_comment(ticket_id, additional_info):
+    """
+    Post the Additional Provided as a comment, So that it is only visible
+    to management and not students. 
+    """
+    additional_info_string = (
+        u"Additional information:\n\n" +
+        u"\n".join(u"%s: %s" % (key, value) for (key, value) in additional_info.items() if value is not None)
+    )
+
+    data = {
+        'ticket': {
+            'comment': {
+                'body': additional_info_string,
+                'publuc': False
+            }
+        }
+    }
+
+    url = urljoin(settings.ZENDESK_URL, 'api/v2/tickets/{}.json'.format(ticket_id))
+
+    try:
+        response = requests.put(url, data=json.dumps(data), headers=_get_request_headers())
+        if response.status_code == 200:
+            log.debug(u'Successfully created comment for ticket {}'.format(ticket_id))
+        else:
+            log.error(
+                _std_error_message(
+                    u'Unexpected response: {} - {}'.format(response.status_code, response.content),
+                    data
+                )
+            )
+        return response.status_code
+    except Exception:  # pylint: disable=broad-except
+        log.exception(_std_error_message('Internal server error', data))
+        return status.HTTP_500_INTERNAL_SERVER_ERROR