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FInally figured out the slack attachments thing
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Ok, so fields are for tiny bits of extra data.. not the message text.

That works much better.
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@clonemeagain
clonemeagain committed Oct 14, 2017
1 parent bf4a3fc commit 5ff589a
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6 changes: 4 additions & 2 deletions README.md
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Original file line number Diff line number Diff line change
Expand Up @@ -26,6 +26,8 @@ This plugin uses CURL and tested on osTicket-1.10.1
- Select "Authorize"
- Scroll down and copy the Webhook URL entirely, paste this into the Plugin config.

If you want to add the Department as a field in each slack notice, tick the Checkbox in the Plugin config.

The channel you select will receive an event notice, like:
```
Aaron [10:56 AM] added an integration to this channel: osTicket Notification
Expand All @@ -37,10 +39,10 @@ Create a ticket!

You should see something like the following appear in your Slack channel:

![slack-new-ticket](https://user-images.githubusercontent.com/5077391/31572028-5b8f69ce-b0e8-11e7-86f0-d5a4cef2b98e.png)
![slack-new-ticket](https://user-images.githubusercontent.com/5077391/31572647-923e07b0-b0f6-11e7-9515-98205d6f800f.png)

When a user replies, you'll get something like:

![slack-reply](https://user-images.githubusercontent.com/5077391/31572029-5d1144e8-b0e8-11e7-9fad-cc5204b0ca64.png)
![slack-reply](https://user-images.githubusercontent.com/5077391/31572648-9279eb18-b0f6-11e7-97da-9a9c63a200d4.png)

Notes, Replies from Agents and System messages shouldn't appear.
4 changes: 4 additions & 0 deletions config.php
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Original file line number Diff line number Diff line change
Expand Up @@ -35,6 +35,10 @@ function getOptions() {
'length' => 200
),
)),
'display-dept' => new BooleanField([
'label' => $__('Add field for Department in Slack notice'),
'default' => FALSE,
])
);
}

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187 changes: 140 additions & 47 deletions slack.php
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Original file line number Diff line number Diff line change
Expand Up @@ -5,17 +5,30 @@
require_once(INCLUDE_DIR . 'class.ticket.php');
require_once(INCLUDE_DIR . 'class.osticket.php');
require_once(INCLUDE_DIR . 'class.config.php');
require_once(INCLUDE_DIR . 'class.format.php');
require_once('config.php');

class SlackPlugin extends Plugin {

var $config_class = "SlackPluginConfig";

/**
* The entrypoint of the plugin, keep short, always runs.
*/
function bootstrap() {
// Listen for osTicket to tell us it's made a new ticket or updated
// an existing ticket:
Signal::connect('ticket.created', array($this, 'onTicketCreated'));
Signal::connect('threadentry.created', array($this, 'onTicketUpdated'));
}

/**
* What to do with a new Ticket?
*
* @global OsticketConfig $cfg
* @param Ticket $ticket
* @return type
*/
function onTicketCreated(Ticket $ticket) {
global $cfg;
if (!$cfg instanceof OsticketConfig) {
Expand All @@ -26,6 +39,7 @@ function onTicketCreated(Ticket $ticket) {
// Convert any HTML in the message into text
$plaintext = Format::html2text($ticket->getMessages()[0]->getBody()->getClean());

// Format the messages we'll send.
$heading = sprintf('%s CONTROLSTART%sscp/tickets.php?id=%d|#%s - %sCONTROLEND %s'
, __("New Ticket")
, $cfg->getBaseUrl()
Expand All @@ -38,9 +52,16 @@ function onTicketCreated(Ticket $ticket) {
, $ticket->getName()
, $ticket->getEmail()
, "\n\n" . $plaintext);
$this->sendToSlack($ticket, $heading, $body);
$this->sendToSlack($ticket, $heading, $plaintext);
}

/**
* What to do with an Updated Ticket?
*
* @global OsticketConfig $cfg
* @param ThreadEntry $entry
* @return type
*/
function onTicketUpdated(ThreadEntry $entry) {
global $cfg;
if (!$cfg instanceof OsticketConfig) {
Expand All @@ -51,16 +72,20 @@ function onTicketUpdated(ThreadEntry $entry) {
// this was a reply or a system entry.. not a message from a user
return;
}
$ticket = $this->getTicket($entry);

// Need to fetch the ticket from the ThreadEntry
$ticket = $this->getTicket($entry);

// Check to make sure this entry isn't the first (ie: a New ticket)
$first_entry = $ticket->getMessages()[0];
if ($entry->getId() == $first_entry->getId()) {
// don't post the same thing twice.. let onCreated handle it.
return;
}

// Convert any HTML in the message into text
$plaintext = Format::html2text($entry->getBody()->getClean());

// Format the messages we'll send
$heading = sprintf('%s CONTROLSTART%sscp/tickets.php?id=%d|#%s %sCONTROLEND %s'
, __("Ticket")
, $cfg->getBaseUrl()
Expand All @@ -75,47 +100,90 @@ function onTicketUpdated(ThreadEntry $entry) {
, __('in')
, $ticket->getDeptName()
, "\n\n" . $plaintext);
$this->sendToSlack($ticket, $heading, $body, 'warning');
$this->sendToSlack($ticket, $heading, $plaintext, 'warning');
}

/**
* A helper function that sends messages to slack endpoints.
*
* @global osTicket $ost
* @global OsticketConfig $cfg
* @param Ticket $ticket
* @param string $heading
* @param string $body
* @param string $colour
* @throws \Exception
*/
function sendToSlack(Ticket $ticket, $heading, $body, $colour = 'good') {
global $ost, $cfg;
if (!$ost instanceof osTicket || !$cfg instanceof OsticketConfig) {
error_log("Slack plugin called too early.");
return;
}
$url = $this->getConfig()->get('slack-webhook-url');
if (!$url) {
$ost->logError('Slack Plugin not configured', 'You need to read the Readme and configure a webhook URL before using this.');
}

// Obey message formatting rules:https://api.slack.com/docs/message-formatting
$formatter = ['<' => '&lt;', '>' => '&gt;', '&' => '&amp;'];
$heading = str_replace(array_keys($formatter), array_values($formatter), $heading);
$body = str_replace(array_keys($formatter), array_values($formatter), $body);
// put the <>'s control characters back in
$moreformatter = ['CONTROLSTART' => '<', 'CONTROLEND' => '>'];
$heading = str_replace(array_keys($moreformatter), array_values($moreformatter), $heading);
$body = str_replace(array_keys($moreformatter), array_values($moreformatter), $body);
$heading = $this->format_text($heading);
$body = $this->format_text($body);

try {
$payload['attachments'][] = [
'pretext' => $heading,
'fallback' => $heading,
'color' => $colour,
"author" => $ticket->getName(),
"author_link" => $cfg->getBaseUrl() . 'scp/users.php?id=' . $ticket->getOwner()->getId(),
'ts' => Misc::gmtime(),
'footer' => __('Department') . ': ' . $ticket->getDeptName() . ' -> ' . $ticket->getTopic(),
"fields" => [
[
"title" => $ticket->getSubject(),
"title_link" => $cfg->getBaseUrl() . 'scp/tickets.php?id=' . $ticket->getId(),
"value" => $body,
"short" => false,
]
]
// Build the payload with the formatted data:
$payload['attachments'][0] = [
'pretext' => $heading,
'fallback' => $heading,
'color' => $colour,
'title' => $ticket->getSubject(),
'title_link' => $cfg->getBaseUrl() . 'scp/tickets.php?id=' . $ticket->getId(),
'ts' => Misc::gmtime(),
'footer' => 'via osTicket Slack Plugin',
'footer_icon' => 'https://platform.slack-edge.com/img/default_application_icon.png',
'text' => $body,
'fields' => [
[
'title' => __('User'),
'value' => '<' . $cfg->getBaseUrl() . 'scp/users.php?id=' . $ticket->getOwnerId() . '|' . $ticket->getName() . '> (' . $ticket->getEmail() . ')',
'short' => TRUE,
],
[
'title' => __('Priority'),
'value' => $ticket->getPriority(),
'short' => TRUE,
],
[
'title' => __('Topic'),
'value' => str_replace('/', '-', $ticket->getTopic()),
'short' => TRUE,
],
]
];
// Add a field for tasks if there are open ones
if ($ticket->getNumOpenTasks()) {
$payload['attachments'][0]['fields'][] = [
'title' => __('Open Tasks'),
'value' => $ticket->getNumOpenTasks(),
'short' => TRUE,
];
}
// Change the colour to Fuschia if ticket is overdue
if ($ticket->isOverdue()) {
$payload['attachments'][0]['colour'] = '#ff00ff';
}

$data_string = utf8_encode(json_encode($payload));
$url = $this->getConfig()->get('slack-webhook-url');
if ($this->getConfig()->get('display-dept')) {
$payload['attachments'][0]['fields'][] = [
'title' => __('Department'),
'value' => $ticket->getDeptName(),
'short' => TRUE,
];
}


// Format the payload:
$data_string = utf8_encode(json_encode($payload));

try {
// Setup curl
$ch = curl_init($url);
curl_setopt($ch, CURLOPT_CUSTOMREQUEST, "POST");
curl_setopt($ch, CURLOPT_POSTFIELDS, $data_string);
Expand All @@ -125,18 +193,23 @@ function sendToSlack(Ticket $ticket, $heading, $body, $colour = 'good') {
'Content-Length: ' . strlen($data_string))
);

// Actually send the payload to slack:
if (curl_exec($ch) === false) {
throw new \Exception($url . ' - ' . curl_error($ch));
} else {
$statusCode = curl_getinfo($ch, CURLINFO_HTTP_CODE);
if ($statusCode != '200') {
throw new \Exception($url . ' Http code: ' . $statusCode);
throw new \Exception(
'Error sending to: ' . $url
. ' Http code: ' . $statusCode
. ' curl-error: ' . curl_errno($ch));
}
}
curl_close($ch);
} catch (\Exception $e) {
$ost->logError('Slack posting issue!', $e->getMessage(), true);
error_log('Error posting to Slack. ' . $e->getMessage());
} finally {
curl_close($ch);
}
}

Expand All @@ -146,20 +219,40 @@ function sendToSlack(Ticket $ticket, $heading, $body, $colour = 'good') {
* @param ThreadEntry $entry
* @return Ticket
*/
private static function getTicket(ThreadEntry $entry) {
static $ticket;
if (!$ticket) {
// aquire ticket from $entry.. I suspect there is a more efficient way.
$ticket_id = Thread::objects()->filter([
'id' => $entry->getThreadId()
])->values_flat('object_id')->first() [0];

// Force lookup rather than use cached data..
$ticket = Ticket::lookup(array(
'ticket_id' => $ticket_id
));
}
return $ticket;
function getTicket(ThreadEntry $entry) {
$ticket_id = Thread::objects()->filter([
'id' => $entry->getThreadId()
])->values_flat('object_id')->first() [0];

// Force lookup rather than use cached data..
// This ensures we get the full ticket, with all
// thread entries etc..
return Ticket::lookup(array(
'ticket_id' => $ticket_id
));
}

/**
* Formats text according to the
* formatting rules:https://api.slack.com/docs/message-formatting
*
* @param string $text
* @return string
*/
function format_text($text) {
$formatter = [
'<' => '&lt;',
'>' => '&gt;',
'&' => '&amp;'
];
$formatted_text = str_replace(array_keys($formatter), array_values($formatter), $text);
// put the <>'s control characters back in
$moreformatter = [
'CONTROLSTART' => '<',
'CONTROLEND' => '>'
];
// Replace the CONTROL characters, and limit text length to 500 characters.
return substr(str_replace(array_keys($moreformatter), array_values($moreformatter), $formatted_text), 0, 500);
}

}

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