Added post_response()

scripts/wk/osticket.py

@@ -4,6 +4,7 @@
 import atexit
 import logging
 import socket
+import time
 
 import mysql.connector as mariadb
 
@@ -174,6 +175,41 @@ class osTicket(): # pylint: disable=invalid-name
       LOG.error('Ticket ID not set')
       raise RuntimeError('Ticket ID not set')
 
+  def post_response(self, response, color='Normal'):
+    """Post a reply to a ticket in osTicket."""
+    self._connect()
+    self._verify_ticket_id()
+
+    # Bail if disabled
+    if self.disabled:
+      return
+
+    # Format response
+    response = str(response).replace("`", "'").replace("'", "\\'")
+
+    # Build SQL cmd
+    sql_cmd = (
+      f"INSERT INTO `{SQL['DB']}`.`{TABLE_RESPONSE}` "
+      f"(ticket_id, staff_id, staff_name, response, created, code) "
+      f"VALUES ("
+      f"  '{self.ticket_id}',"
+      f"  '{STAFF['ID']}',"
+      f"  '{STAFF['Name']}',"
+      f"  '{response}',"
+      f"  '{time.strftime('%Y-%m-%d %H:%M:%S')}',"
+      f"  '{RESPONSE_COLOR_CODES.get(color, 'Normal')}'"
+      f");"
+      )
+
+    # Run SQL cmd
+    try:
+      self.db_cursor.execute(sql_cmd)
+    except mariadb.errors.Error:
+      self.errors = True
+
+    # Done
+    self._disconnect()
+
   def select_ticket(self):
     """Set ticket number and name from osTicket DB."""
     print_standard('Connecting to osTicket...')