support_case.py

#!/usr/bin/env python3

# Copyright 2021 Google LLC

# Licensed under the Apache License, Version 2.0 (the "License");
# you may not use this file except in compliance with the License.
# You may obtain a copy of the License at
#
#     http://www.apache.org/licenses/LICENSE-2.0
#
# Unless required by applicable law or agreed to in writing, software
# distributed under the License is distributed on an "AS IS" BASIS,
# WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied.
# See the License for the specific language governing permissions and
# limitations under the License.

import os
import re
import logging
import time
import requests
from datetime import datetime
from googleapiclient.discovery import build_from_document

logger = logging.getLogger(__name__)


class SupportCase:
    """
    Represent a Google Cloud Support Case.

    Attributes
    ----------
    case_number : str
        a unique string of numbers that is the id for the case
    resource_name : str
        a unique string including the org or project id and the case id, examples:
        organizations/12345/cases/67890
        projects/12345/cases/67890
    case_title : str
        the title the user gave the case when they created it
    description : str
        the user's description of the case as provided in the support ticket
    escalated : bool
        whether or not a case has been escalated. This field doesn't exist in
        the response until after a case has been escalated. True means the case
        is escalated
    case_creator : str
        name of the user that opened the support case
    create_time : str
        timestamp of when the case was created
    update_time : str
        timestamp of the last update made to the case
    priority : str
        the current priority of the case, represented as S0, S1, S2, S3, or S4
    state : str
        the status of the support ticket. Can be NEW, IN_PROGRESS_GOOGLE_SUPPORT,
        ACTION_REQUIRED, SOLUTION_PROVIDED, or CLOSED
    comment_list : list
        all public comments made on the case as strings. Comments are sorted
        with newest comments at the top
    """

    def __init__(self, caseobj):
        """
        Parameters
        ----------
        caseobj : json
            json for an individual case
        """
        MAX_RETRIES = 3
        API_KEY = os.environ.get('API_KEY')

        # Get our discovery doc and build our service
        r = requests.get('https://cloudsupport.googleapis.com/$discovery'
                         '/rest?key={}&labels=V2_TRUSTED_TESTER&version=v2beta'
                         .format(API_KEY))
        r.raise_for_status()
        support_service = build_from_document(r.json())

        self.case_number = re.search('(?:cases/)([0-9]+)', caseobj['name'])[1]
        self.resource_name = caseobj['name']
        self.case_title = caseobj['displayName']
        self.description = caseobj['description']
        if 'escalated' in caseobj:
            self.escalated = caseobj['escalated']
        else:
            self.escalated = False
        self.case_creator = caseobj['creator']['displayName']
        self.create_time = str(datetime.fromisoformat(
            caseobj['createTime'].replace('Z', '+00:00')))
        self.update_time = str(datetime.fromisoformat(
            caseobj['updateTime'].replace('Z', '+00:00')))
        self.priority = caseobj['severity'].replace('S', 'P')
        self.state = caseobj['state']
        self.comment_list = []
        case_comments = support_service.cases().comments()
        request = case_comments.list(parent=self.resource_name)
        while request is not None:
            try:
                comments = request.execute(num_retries=MAX_RETRIES)
            except BrokenPipeError as e:
                error_message = str(e) + ' : {}'.format(datetime.now())
                logger.error(error_message)
                time.sleep(1)
            else:
                if "comments" in comments:
                    for comment in comments['comments']:
                        self.comment_list.append(comment)
                request = case_comments.list_next(request, comments)