leopold.stroblandClaude Opus 4.8
528d66b2b0
- Let the user mark closed tickets as really done and hide them, so tickets closed prematurely by an agent stay visible until confirmed - User-side "archived" flag stored in the DB (independent of Zammad), added via a schema migration on existing databases - Hide archived tickets from the overview by default with an "erledigte einblenden" toggle; archive/unarchive from the ticket detail page and via a per-row quick action - Poller automatically un-hides an archived ticket when new activity is detected, so nothing is missed Co-Authored-By: Claude Opus 4.8 <noreply@anthropic.com>
276 lines
10 KiB
Python
276 lines
10 KiB
Python
"""Hintergrund-Abruf: Tickets holen, mit letztem Stand vergleichen,
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Änderungen protokollieren und ggf. benachrichtigen."""
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import json
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import logging
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import time
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from datetime import datetime, timezone
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from . import config, conversation, db, notify
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from .zammad import ZammadClient, ZammadError
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log = logging.getLogger("episupport.poller")
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# Felder, deren Änderung wir festhalten: db-Spalte -> Anzeigename
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TRACKED_FIELDS = {
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"state": "Status",
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"priority": "Priorität",
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"owner": "Bearbeiter",
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"group": "Gruppe",
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"title": "Titel",
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}
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def _now() -> str:
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return datetime.now(timezone.utc).isoformat()
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def _map_ticket(t: dict) -> dict:
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"""Zammad-Ticket -> unsere Spalten."""
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return {
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"id": t["id"],
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"number": t.get("number"),
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"title": t.get("title"),
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"state": t.get("state"),
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"state_id": t.get("state_id"),
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"priority": t.get("priority"),
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"priority_id": t.get("priority_id"),
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"owner": t.get("owner"),
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"owner_id": t.get("owner_id"),
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"group": t.get("group"),
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"customer": t.get("customer"),
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"article_count": t.get("article_count"),
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"zammad_created_at": t.get("created_at"),
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"zammad_updated_at": t.get("updated_at"),
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"last_contact_at": t.get("last_contact_at"),
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"last_contact_agent_at": t.get("last_contact_agent_at"),
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"last_contact_customer_at": t.get("last_contact_customer_at"),
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"close_at": t.get("close_at"),
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"last_close_at": t.get("last_close_at"),
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"raw_json": json.dumps(t, ensure_ascii=False),
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}
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_COLS = [
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"id", "number", "title", "state", "state_id", "priority", "priority_id",
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"owner", "owner_id", "group", "customer", "article_count",
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"zammad_created_at", "zammad_updated_at", "last_contact_at",
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"last_contact_agent_at", "last_contact_customer_at", "close_at",
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"last_close_at", "raw_json",
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]
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def _upsert(conn, row: dict, is_new: bool) -> None:
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now = _now()
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cols = list(_COLS)
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quoted = [f'"{c}"' if c == "group" else c for c in cols]
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placeholders = ", ".join(["?"] * len(cols))
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values = [row[c] for c in cols]
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if is_new:
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conn.execute(
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f"INSERT INTO tickets ({', '.join(quoted)}, first_seen_at, last_synced_at) "
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f"VALUES ({placeholders}, ?, ?)",
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values + [now, now],
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)
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else:
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assignments = ", ".join(f"{q}=?" for q in quoted)
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conn.execute(
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f"UPDATE tickets SET {assignments}, last_synced_at=? WHERE id=?",
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values + [now, row["id"]],
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)
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def _record_change(conn, ticket, field, label, old, new, detail=None) -> dict:
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now = _now()
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conn.execute(
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"INSERT INTO changes (ticket_id, ticket_number, ticket_title, field, "
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"label, old_value, new_value, detail, detected_at) "
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"VALUES (?,?,?,?,?,?,?,?,?)",
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(ticket["id"], ticket.get("number"), ticket.get("title"), field,
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label, old, new, detail, now),
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)
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return {
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"ticket_number": ticket.get("number"),
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"ticket_title": ticket.get("title"),
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"field": field, "label": label,
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"old_value": old, "new_value": new, "detail": detail,
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}
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def _detect_changes(conn, client, new_t: dict, old_row) -> list[dict]:
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"""Vergleicht ein frisches Ticket mit dem gespeicherten Stand."""
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found: list[dict] = []
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for field, label in TRACKED_FIELDS.items():
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old_val = old_row[field]
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new_val = new_t.get(field)
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if (old_val or "") != (new_val or ""):
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found.append(_record_change(conn, new_t, field, label, old_val, new_val))
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# Neue Artikel/Antworten (article_count gestiegen)
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old_count = old_row["article_count"] or 0
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new_count = new_t.get("article_count") or 0
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if new_count > old_count:
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detail = None
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try:
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articles = client.ticket_articles(new_t["id"])
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conversation.save_articles(new_t["id"], articles, conn=conn) # cachen
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except ZammadError as e:
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log.warning("Artikel für Ticket %s nicht abrufbar: %s", new_t["id"], e)
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articles = []
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if articles:
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last = articles[-1]
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sender = last.get("sender") # Agent / Customer / System
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frm = last.get("from") or last.get("created_by") or ""
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subject = (last.get("subject") or "").strip()
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body = (last.get("body") or "")
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preview = body.replace("\n", " ").strip()
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if len(preview) > 200:
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preview = preview[:200] + "…"
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detail = f"{sender or 'Antwort'} von {frm}"
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if subject:
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detail += f" – „{subject}“"
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if preview:
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detail += f": {preview}"
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found.append(_record_change(
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conn, new_t, "article", "Neue Antwort/Notiz",
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str(old_count), str(new_count), detail))
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return found
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def sync_ticket(client: ZammadClient, ticket_id: int) -> None:
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"""Ein einzelnes Ticket (+ Artikel) sofort in die DB übernehmen.
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Wird nach einer EIGENEN Aktion (Antwort/Neuanlage über den Client) gerufen,
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damit der nächste Poll-Durchlauf keinen Unterschied sieht und die selbst
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ausgelöste Änderung weder im Feed erscheint noch eine Mail auslöst.
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"""
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t = client.get_ticket(ticket_id)
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with db.get_conn() as conn:
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existing = conn.execute(
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"SELECT id FROM tickets WHERE id=?", (ticket_id,)
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).fetchone()
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_upsert(conn, _map_ticket(t), is_new=(existing is None))
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try:
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conversation.store_articles(client, ticket_id)
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except ZammadError as e:
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log.warning("Artikel-Sync nach eigener Aktion (Ticket %s): %s", ticket_id, e)
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def _backfill_articles(client: ZammadClient, limit: int = 10) -> None:
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"""Pro Durchlauf einige Tickets ohne gespeicherte Konversation nachladen,
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damit die Leseansicht nach und nach komplett aus der DB bedient wird."""
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for tid in conversation.tickets_without_articles(limit):
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try:
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conversation.store_articles(client, tid)
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except ZammadError as e:
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log.warning("Backfill für Ticket %s fehlgeschlagen: %s", tid, e)
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def poll_once(client: ZammadClient) -> int:
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"""Ein Abruf-Durchlauf. Gibt Anzahl erkannter Änderungen zurück."""
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started = _now()
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status = "ok"
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error = None
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all_changes: list[dict] = []
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ticket_count = 0
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try:
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tickets = client.list_tickets()
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ticket_count = len(tickets)
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with db.get_conn() as conn:
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for t in tickets:
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row = _map_ticket(t)
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existing = conn.execute(
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"SELECT * FROM tickets WHERE id=?", (t["id"],)
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).fetchone()
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if existing is None:
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_upsert(conn, row, is_new=True)
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# Neues Ticket nur dann als "Änderung" melden, wenn die DB
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# nicht gerade frisch initialisiert wird (siehe unten).
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all_changes.append(_record_change(
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conn, t, "new_ticket", "Neues Ticket", None,
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f"#{t.get('number')}", None))
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try:
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conversation.store_articles(client, t["id"], conn=conn)
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except ZammadError:
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pass
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else:
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ch = _detect_changes(conn, client, t, existing)
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_upsert(conn, row, is_new=False)
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if ch:
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# Neue Aktivität -> ggf. abgelegtes Ticket wieder einblenden
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conn.execute(
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"UPDATE tickets SET archived=0 WHERE id=?", (t["id"],))
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all_changes.extend(ch)
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# Backfill NACH der Haupttransaktion (eigene, kurze Verbindungen)
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_backfill_articles(client)
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except ZammadError as e:
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status = "error"
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error = str(e)
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log.error("Abruf fehlgeschlagen: %s", e)
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except Exception as e: # noqa: BLE001
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status = "error"
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error = repr(e)
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log.exception("Unerwarteter Fehler beim Abruf")
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finished = _now()
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with db.get_conn() as conn:
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conn.execute(
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"INSERT INTO sync_runs (started_at, finished_at, ticket_count, "
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"change_count, status, error) VALUES (?,?,?,?,?,?)",
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(started, finished, ticket_count, len(all_changes), status, error),
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)
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if all_changes:
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log.info("%d Änderung(en) erkannt.", len(all_changes))
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try:
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notify.send_change_mail(all_changes)
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with db.get_conn() as conn:
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conn.execute("UPDATE changes SET notified=1 WHERE notified=0")
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except Exception: # noqa: BLE001
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log.exception("Benachrichtigung fehlgeschlagen")
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return len(all_changes)
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def _is_first_run() -> bool:
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with db.get_conn() as conn:
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n = conn.execute("SELECT COUNT(*) AS c FROM tickets").fetchone()["c"]
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return n == 0
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def run_forever() -> None:
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logging.basicConfig(
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level=logging.INFO,
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format="%(asctime)s %(levelname)s %(name)s: %(message)s",
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)
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db.init_db()
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client = ZammadClient()
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first = _is_first_run()
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if first:
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log.info("Erster Lauf: lege Basis-Snapshot an (ohne Änderungsmeldungen).")
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# Beim allerersten Lauf nur Snapshot speichern, sonst würden alle
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# bestehenden Tickets als "neu" gemeldet.
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try:
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tickets = client.list_tickets()
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with db.get_conn() as conn:
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for t in tickets:
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_upsert(conn, _map_ticket(t), is_new=True)
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conn.execute("DELETE FROM changes") # Basislauf erzeugt keine Meldungen
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log.info("Basis-Snapshot mit %d Tickets gespeichert.", len(tickets))
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except Exception: # noqa: BLE001
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log.exception("Basis-Snapshot fehlgeschlagen, versuche es im Intervall erneut.")
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log.info("Poller läuft, Intervall %ds.", config.POLL_INTERVAL_SECONDS)
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while True:
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try:
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poll_once(client)
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except Exception: # noqa: BLE001
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log.exception("poll_once-Schleife fing Ausnahme ab")
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time.sleep(config.POLL_INTERVAL_SECONDS)
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if __name__ == "__main__":
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run_forever()
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