Ticket Command

This is a quick and dirty tool to handle some support ticket management tasks. Specifically creating a set of directories for storing ticket files that are downloaded from Zendesk and interacting with those files.

This command is built using: https://github.com/basecamp/sub

Requirements

• ruby 2+
• jq (for the ticket profile command)

Install ticket command

Here's how to install the tool into your $HOME directory:

cd
git clone https://github.com/teknofire/ticket.git .ticket
cd .ticket
bundle

For bash users:

echo 'eval "$($HOME/.ticket/bin/ticket init -)"' >> ~/.bash_profile
exec bash

For zsh users:

echo 'eval "$($HOME/.ticket/bin/ticket init -)"' >> ~/.zshrc
source ~/.zshrc

You can also install the command into a different directory, say $HOME/projects/ticket and adjust the paths to the ticket init command above as needed.

Configuration

To access the zendesk API you will need to create a config file with the API credentials. Follow the instructions below on how to do that.

Creating config file

To use the ticket download command you will need to create a config file in ~/.support/ticket.toml

Download the example ticket.toml config and update it with the correct API values. The token is available in LastPass. Sendsafely tokens can be obtained directly from Sensdafely.

Supported config options

It's also possible to control by setting an environment variable. I've noted below where those apply

• ticket_path (default: ~/support, ENV: TICKET_ROOT): Location to store local ticket information.
• autodownload (default: false): Automatically download ticket attachments when opening a ticket
• open_browser (default: false, ENV: TICKET_OPEN_BROWSER): Open a browser when opening a ticket
• zendesk_url: URL for customer Zendesk API
• zendesk_user: Email address of Zendesk User
• zendesk_token: Token for API access for Zendesk User
• sendsafely_url: URL for Sendsafely Dropzone
• sendsafely_key_id: Sendsafely API Key Id, Obtain from API Keys section under https://secure.chef.io/secure/profile/
• sendsafely_key_secret: Sendsafely API Key Secret, Obtain from API Keys section under https://secure.chef.io/secure/profile/

Available commands

The tool should be mostly self documenting, to see all the available commands run: ticket help

Then to see more specific help about a command run: ticket help SUBCOMMAND

ticket profile

This command is used to create some graphs from various log files normally captured by gather-logs in various chef-products. If you specify the -j or --jq-value option this will require that you have the jq command installed on your local system.

This was originally part of the chef/support-docs tools.

To see the type of logs files that this command supports run ticket profile --help and look at the -t available options.

Examples:

# from the gather-logs folder
$ ticket profile -t expander -s var/log/opscode/opscode-expander/current
2018-07-25 14:18:18     40 r/s [#####################################################                           ]
2018-07-25 14:18:19     53 r/s [######################################################################          ]
2018-07-25 14:18:20     25 r/s [#################################                                               ]
2018-07-25 14:18:21     40 r/s [#####################################################                           ]
2018-07-25 14:18:22     44 r/s [##########################################################                      ]
2018-07-25 14:18:23     33 r/s [############################################                                    ]
2018-07-25 14:18:24     45 r/s [############################################################                    ]
2018-07-25 14:18:25     47 r/s [##############################################################                  ]
2018-07-25 14:18:26     41 r/s [######################################################                          ]
2018-07-25 14:18:27     34 r/s [#############################################                                   ]
2018-07-25 14:18:28     37 r/s [#################################################                               ]
2018-07-25 14:18:29     56 r/s [##########################################################################      ]
2018-07-25 14:18:30     17 r/s [######################                                                          ]
--------------------------------------------------------------------------------
Min value: 4
Max value: 60
Standard Deviation: 8.158455006290227
90th percentile: 50
--------------------------------------------------------------------------------

• this next command shows a very useful filter to use when looking for CCRs specifically, as it filters for PUT/POST to the node endpoint it's run from the ~/support/$orgname/$ticketnumber/ directory in this example

23899 ticket profile -t nginx2 -h -M -d -f '(PUT|POST) /organizations/[^\/]+/node' ./ip-10-13-96-54.us-west-2.compute.internal/2019-11-28_02.25.50-UTC/var/log/opscode/nginx/access.log

Updates

Once the ticket command is available on your system you can update it by running ticket update. This will pull down the latest changes from GitHub and runs the bundle.

Troubleshooting

• Errors with missing gems when switching between different versions of ruby.
  • To install the latest gem dependencies for a new ruby version run the ticket shave commmand, or possibly update the tool using ticket update. This should install the latest gems in the active ruby environment.