Import Incidents from WHD export

import_whd_tickets.rb

# frozen_string_literal: true

#################################################################
##
## First install the wrapper & xml parser `gem install samanage nokogiri`
## To run `ruby import_whd_tickets.rb api-token export-file.csv`
##
##
## The CSV input columns were: 
##
## 'No.'
## 'Status'
## 'Priority'
## 'Tech'
## 'tech email'
## 'site'
## 'Department'
## 'Category'
## 'Sub Category'
## 'Title'
## 'Description'
## 'Client'
## 'client email'
## 'Notes'

require "nokogiri"
require "samanage"
require "csv"

api_token, csv_file = ARGV

@output_file = "Errors-#{csv_file.split('.').first}-#{DateTime.now.strftime("%b-%d-%Y %H%M")}.csv"
@samanage = Samanage::Api.new(token: api_token)
unless csv_file
  puts "Please enter a CSV file"
  exit
end
unless @samanage.authorize
  puts "Invalid API Token: #{api_token}"
  exit
end


def log_error(hsh:, filename: @output_file)
  write_headers = !File.exist?(filename)
  CSV.open(filename, "a+", write_headers: write_headers, headers: hsh.keys) do |csv|
    csv << hsh.values
  end
  nil
end


puts "Reading #{csv_file}"
whd_tickets = CSV.read(csv_file, headers: true, encoding: "utf-8")
                 .map(&:to_h)


def import_ticket(csv_data:)
  # Tickets can only be created as Closed or New
  initial_state = nil
  if !["Closed", "New"].include?(csv_data["Status"])
    initial_state = "New"
  end
  title = "WHD-#{csv_data['No.']} #{csv_data['Title']}"
  payload = { incident: {} }
  payload[:incident]
  payload[:incident][:requester] = { email: csv_data["client email"] }  # required in email format (this column may have been added manually)
  payload[:incident][:name] = title                                     # required 256 char limit
  payload[:incident][:description] = csv_data["Description"]
  payload[:incident][:state] = initial_state || csv_data["Status"]
  payload[:incident][:custom_fields_values] = {}
  payload[:incident][:custom_fields_values][:custom_fields_value] = [
    # { name: "Some Field", value: csv_data["Custom CSV field"] },
    # { name: "Some Other Field", value: csv_data["Custom Data etc"] }
  ]

  ## I create the payload this convoluted way because it is problematic to send nested nil values for the fields below eg:
  ## =====> {incident: {category: {name: nil}, subcategory: {name: nil}}}

  ## You can check the existence of these properties in these resources
  ## api.samanage.com/users.json
  ## api.samanage.com/categories.json (contains subcategories also)
  ## api.samanage.com/sites.json
  ## api.samanage.com/departments.json

  ## Some customers prefer to see a list of nonimported errors
  ## others are okay with inserting blank values if they don't match...

  payload[:incident][:category] = { name: csv_data["Category"] } if csv_data["Category"]
  payload[:incident][:subcategory] = { name: csv_data["Sub Category"] } if csv_data["Sub Category"]
  payload[:incident][:site] = { name: csv_data["Site"] } if csv_data["Site"]
  payload[:incident][:department] = { name: csv_data["Department"] } if csv_data["Department"]
  payload[:incident][:assignee] = { email: csv_data["tech email"] } if csv_data["tech email"] # this column may have been added manually


  puts "\nImporting: #{title}"
  # This is just a post request to /incidents with error handling
  incident = @samanage.create_incident(payload: payload)
  add_comments(incident_id: incident.dig(:data, "id"), csv_data: csv_data)

  # If there was an initial_state then finish with updating to the correct state
  if initial_state
    puts "Setting final incident state to #{csv_data['Status']}"
    @samanage.update_incident(
      id: incident.dig(:data, "id"),
      payload: { incident: { state: csv_data["Status"] } }
    )
  end
rescue Samanage::Error, Samanage::InvalidRequest => e
  log_error(hsh: csv_data.merge(error_reason: "Creating Incident", error: "#{e.status_code}: #{e.response}"))
end


def add_comments(incident_id:, csv_data:)
  notes = csv_data["Notes"]
  return unless notes
  doc = Nokogiri::XML(notes)
  ## Not sure if there can be multiple notes in the regular export the examples I've seen only have 1
  parsed_note = doc.at("note")
  ## Commenter must be the email of a user. If commenter is nil then the UI will show the API user as the commenter
  commenter = parsed_note.attribute("author") ? "#{parsed_note.attribute('author')}@domain.com" : nil
  payload = {
    comment: {
      body: parsed_note.content || parsed_note.text,
      commenter: commenter,
      is_private: parsed_note.attribute("type").to_s == "hidden"
    }
  }
  puts "Adding comments"
  @samanage.create_comment(incident_id: incident_id, comment: payload)\

rescue Samanage::Error, Samanage::InvalidRequest => e
  log_error(hsh: csv_data.merge(error_reason: "Adding comment", error: "#{e.status_code}: #{e.response}"))
rescue => e
  log_error(hsh: csv_data.merge(error_reason: "Adding comment", error: "Unexpected Error #{e.class}: #{e.inspect}"))
end




whd_tickets.each do |whd_ticket|
  import_ticket(csv_data: whd_ticket)
end