RT API Wrapper

This is an opinionated wrapper around the Request Tracker (RT) API so UC Davis Library programmers can easily perform common actions with our RT instance. This is not designed to be an exhaustive tool. If you think functionality is missing, add it and submit a PR.

Prerequisites

A token is required to instantiate the primary RT class. Obtain a token by going to Logged in as xx_you_xx => Settings => Auth Tokens. If you do not see this menu, ask an RT admin (James) for the manage authentication tokens privilege.
Requests are also IP restricted to the office, our ITIS VPN IPs, and local.

Installation

npm install @ucd-lib/rt-api

Creating a Ticket

import { RT, RTTicket } from '@ucd-lib/rt-api';

// initialize
const TOKEN = 'xyz';
const RTAPI = new RT(TOKEN);

// initialize ticket
const ticketToCreate = new RTTicket();

// queue is only required field to submit a ticket.
// can take case-insensitive name or numeric id
ticketToCreate.addQueue('webdev');

// but it's good to include a subject...
ticketToCreate.addSubject('Can you code up this thing?');

// and content...
ticketToCreate.addContent('I go in the ticket body.');
ticketToCreate.addContent('Calling addContent again will append a new line.');
ticketToCreate.addContent('By default, content type <b>is html</b>');

// you can also quickly pass through simple structured data
const DATA = {
  yourName: 'Bender Rodriguez',
  robotType: 'Bender Unit',
  tags: ['libraries', 'are', 'great']
}
ticketToCreate.addContent(DATA);

// ticket requestor
ticketToCreate.addRequestor('requestor@ucdavis.edu');

// any people to cc the request to
ticketToCreate.addCc('someone@ucdavis.edu', 'someoneElse@ucdavis.edu');

// add custom fields
// if key or value does not exist, ticket will still be created
ticketToCreate.addCustomField('SubQueue', 'Web');

// add attachments by encoding content as base64
 const anImage = fs.readFileSync('egghead.png');
 const imageAsBase64 = Buffer.from(anImage).toString('base64');
 ticketToCreate.addAttachment('egghead.png', 'image/png', imageAsBase64);

// submit ticket to RT for creation
// will return a node-fetch response object
const response = await RTClient.createTicket(ticketToCreate);
const d = await response.json();

Adding correspondence

Correspondence is either a comment (no email sent) or a reply (email is sent). A ticket must exist prior to adding correspondence.

// Add comment to existing ticket
const ticket = new RTTicket({id: '76025'});
const comment = ticket.createComment();
comment.addSubject(`I have a comment`);
comment.addContent('And here it is');
const response = await RTClient.sendCorrespondence(comment);

// Add reply to new ticket
const ticket = new RTTicket({Queue: 'test', 'Subject': 'A New Ticket'});
await RTClient.createTicket(ticket);
const reply = ticket.createReply();
reply.addSubject(`I am a reply`);
const response = await RTClient.sendCorrespondence(reply);

Ticket History

Retrieve a list of transactions that occurred for a ticket (i.e. status change, correspondence, etc)

const params = {
  fields: 'Type,OldValue,NewValue,Field,Created,Creator',
  per_page: 100,
  page: 1
}
const response = await RTClient.getTicketHistory('76039', params);

Additional Resources

Offical RT API Documentation

UCDavisLibrary / rt-api