gitlab_support_readiness 1.0.0

data/lib/support_readiness/zendesk/tickets.rb

@@ -0,0 +1,854 @@
+# frozen_string_literal: true
+
+# Defines the module Readiness.
+module Readiness
+  # Defines the module Zendesk
+  module Zendesk
+    ##
+    # Defines the class Tickets within the module {Readiness::Zendesk}.
+    #
+    # @author Jason Colyer
+    # @since 1.0.0
+    class Tickets < Readiness::Client
+      attr_accessor :assignee_id, :additional_tags, :brand_id, :collaborator_ids, :comment, :custom_fields, :custom_status_id, :description, :due_at, :email_cc_ids, :fields, :follower_ids, :followup_ids, :group_id, :has_incidents, :id, :is_public, :organization_id, :priority, :problem_id, :remove_tags, :requester_id, :satisfaction_rating, :status, :subject, :submitter_id, :tags, :ticket_form_id, :type, :via, :via_followup_source_id
+
+      ##
+      # Creates a new {Readiness::Zendesk::Tickets} instance
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @param object [Object] An instance of {Readiness::Zendesk::Tickets}
+      # @example
+      #   require 'support_readiness'
+      #   Readiness::Zendesk::Tickets.new
+      def initialize(object = {})
+        @assignee_id = object['assignee_id']
+        @additional_tags = object['additional_tags']
+        @brand_id = object['brand_id']
+        @collaborator_ids = object['collaborator_ids']
+        @comment = object['comment']
+        @custom_fields = object['custom_fields']
+        @custom_status_id = object['custom_status_id']
+        @description = object['description']
+        @due_at = object['due_at']
+        @email_cc_ids = object['email_cc_ids']
+        @fields = object['fields']
+        @follower_ids = object['follower_ids']
+        @followup_ids = object['followup_ids']
+        @group_id = object['group_id']
+        @has_incidents = object['has_incidents']
+        @id = object['id']
+        @is_public = object['is_public']
+        @organization_id = object['organization_id']
+        @priority = object['priority']
+        @problem_id = object['problem_id']
+        @remove_tags = object['remove_tags']
+        @requester_id = object['request_id']
+        @satisfaction_rating = object['satisfaction_rating']
+        @status = object['status']
+        @subject = object['subject']
+        @submitter_id = object['submitter_id']
+        @tags = object['tags']
+        @ticket_form_id = object['ticket_form_id']
+        @type = object['type']
+        @via = object['via']
+        @via_followup_source_id = object['via_followup_source_id']
+      end
+
+      ##
+      # Lists the collaborators on a ticket
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @param client [Object] An instance of {Readiness::Zendesk::Client}
+      # @param ticket [Object] An instance of {Readiness::Zendesk::Tickets}
+      # @return [Array]
+      # @see https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#list-collaborators-for-a-ticket Zendesk API > Tickets > List Collaborators for a Ticket
+      # @example
+      #   require 'support_readiness'
+      #   config = Readiness::Zendesk::Configuration.new
+      #   config.username = 'alice@example.com'
+      #   config.token = 'test123abc'
+      #   config.url = 'https://example.zendesk.com/api/v2'
+      #   client = Readiness::Zendesk::Client.new(config)
+      #   ticket = Readiness::Zendesk::Tickets.find!(client, 123456)
+      #   users = Readiness::Zendesk::Tickets.collaborators(client, ticket)
+      #   pp users.first.name
+      #   # => "Johnny Agent"
+      def self.collaborators(client, ticket)
+        response = client.connection.get("tickets/#{ticket.id}/collaborators")
+        handle_request_error(0, 'Zendesk', response.status) unless response.status == 200
+        Oj.load(response.body)['users']
+      end
+
+      ##
+      # Lists the followers on a ticket
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @param client [Object] An instance of {Readiness::Zendesk::Client}
+      # @param ticket [Object] An instance of {Readiness::Zendesk::Tickets}
+      # @return [Array]
+      # @see https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#list-followers-for-a-ticket Zendesk API > Tickets > List Followers for a Ticket
+      # @example
+      #   require 'support_readiness'
+      #   config = Readiness::Zendesk::Configuration.new
+      #   config.username = 'alice@example.com'
+      #   config.token = 'test123abc'
+      #   config.url = 'https://example.zendesk.com/api/v2'
+      #   client = Readiness::Zendesk::Client.new(config)
+      #   ticket = Readiness::Zendesk::Tickets.find!(client, 123456)
+      #   users = Readiness::Zendesk::Tickets.followers(client, ticket)
+      #   pp users.last.name
+      #   # => "Peter Admin"
+      def self.followers(client, ticket)
+        response = client.connection.get("tickets/#{ticket.id}/followers")
+        handle_request_error(0, 'Zendesk', response.status) unless response.status == 200
+        Oj.load(response.body)['users']
+      end
+
+      ##
+      # Lists the CCs on a ticket
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @param client [Object] An instance of {Readiness::Zendesk::Client}
+      # @param ticket [Object] An instance of {Readiness::Zendesk::Tickets}
+      # @return [Array]
+      # @see https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#list-email-ccs-for-a-ticket Zendesk API > Tickets > List Email CCs for a Ticket
+      # @example
+      #   require 'support_readiness'
+      #   config = Readiness::Zendesk::Configuration.new
+      #   config.username = 'alice@example.com'
+      #   config.token = 'test123abc'
+      #   config.url = 'https://example.zendesk.com/api/v2'
+      #   client = Readiness::Zendesk::Client.new(config)
+      #   ticket = Readiness::Zendesk::Tickets.find!(client, 123456)
+      #   users = Readiness::Zendesk::Tickets.ccs(client, ticket)
+      #   pp users.last.name
+      #   # => "Jane End User"
+      def self.ccs(client, ticket)
+        response = client.connection.get("tickets/#{ticket.id}/email_ccs")
+        handle_request_error(0, 'Zendesk', response.status) unless response.status == 200
+        Oj.load(response.body)['users']
+      end
+
+      ##
+      # Deletes multiple tickets via a batch job
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @param client [Object] An instance of {Readiness::Zendesk::Client}
+      # @param tids [Array] An array of ticket IDs
+      # @return [object] A {Readiness::Zendesk::JobStatuses} instance
+      # @see https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#bulk-delete-tickets Zendesk API > Tickets > Bulk Delete Tickets
+      # @example
+      #   require 'support_readiness'
+      #   config = Readiness::Zendesk::Configuration.new
+      #   config.username = 'alice@example.com'
+      #   config.token = 'test123abc'
+      #   config.url = 'https://example.zendesk.com/api/v2'
+      #   client = Readiness::Zendesk::Client.new(config)
+      #   delete = Readiness::Zendesk::Tickets.delete_many!(client, [35436, 35437])
+      #   pp delete.id
+      #   # => "82de0b044094f0c67893ac9fe64f1a99"
+      def self.delete_many!(client, tids)
+        response = client.connection.delete("tickets/destroy_many?ids=#{tids.join(',')}")
+        handle_request_error(1, 'Zendesk', response.status, { action: 'Delete many tickets', message: Oj.load(response.body)}) unless response.status == 200
+        JobStatuses.new(Oj.load(response.body)['job_status'])
+      end
+
+      ##
+      # Updates multiple tickets via a batch job
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @param client [Object] An instance of {Readiness::Zendesk::Client}
+      # @param tickets [Array] An array of {Readiness::Zendesk::Tickets} instances
+      # @return [object] A {Readiness::Zendesk::JobStatuses} instance
+      # @see https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#update-many-tickets Zendesk API > Tickets > Update Many Tickets
+      # @example
+      #   require 'support_readiness'
+      #   config = Readiness::Zendesk::Configuration.new
+      #   config.username = 'alice@example.com'
+      #   config.token = 'test123abc'
+      #   config.url = 'https://example.zendesk.com/api/v2'
+      #   client = Readiness::Zendesk::Client.new(config)
+      #   ticket1 = Readiness::Zendesk::Tickets.find!(client, 1) 
+      #   ticket1.status = 'solved'
+      #   ticket2 = Readiness::Zendesk::Tickets.find!(client, 2) 
+      #   ticket2.status = 'pending'
+      #   tickets = [ticket1, ticket2]
+      #   updates = Readiness::Zendesk::Tickets.update_many!(client, tickets)
+      #   pp updates.id
+      #   # => "82de0b044094f0c67893ac9fe64f1a99"
+      def self.update_many!(client, tickets)
+        data = { tickets: tickets.map { |t| to_hash(t).compact } }.to_json
+        response = client.connection.put('tickets/update_many', data)
+        handle_request_error(1, 'Zendesk', response.status, { action: 'Update many tickets', message: Oj.load(response.body)}) unless response.status == 200
+        JobStatuses.new(Oj.load(response.body)['job_status'])
+      end
+
+      ##
+      # Creates multiple tickets via a batch job
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @param client [Object] An instance of {Readiness::Zendesk::Client}
+      # @param tickets [Array] An array of {Readiness::Zendesk::Tickets} instances
+      # @return [object] A {Readiness::Zendesk::JobStatuses} instance
+      # @see https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#create-many-tickets Zendesk API > Tickets > Create Many Tickets
+      # @example
+      #   require 'support_readiness'
+      #   config = Readiness::Zendesk::Configuration.new
+      #   config.username = 'alice@example.com'
+      #   config.token = 'test123abc'
+      #   config.url = 'https://example.zendesk.com/api/v2'
+      #   client = Readiness::Zendesk::Client.new(config)
+      #   ticket1 = Readiness::Zendesk::Tickets.new
+      #   ticket1.comment = { body: 'The smoke is very colorful'}
+      #   ticket1.priority = 'urgent'
+      #   ticket1.subject = 'My printer is on fire!'
+      #   ticket2 = Readiness::Zendesk::Tickets.new
+      #   ticket2.comment = { body: 'This is a comment'}
+      #   ticket2.priority = 'normal'
+      #   ticket2.subject = 'Help'
+      #   tickets = [ticket1, ticket2]
+      #   creates = Readiness::Zendesk::Tickets.create_many!(client, tickets)
+      #   pp creates.id
+      #   # => "82de0b044094f0c67893ac9fe64f1a99"
+      def self.create_many!(client, tickets)
+        data = { tickets: tickets.map { |t| to_hash(t).compact } }.to_json
+        response = client.connection.post('tickets/create_many', data)
+        handle_request_error(1, 'Zendesk', response.status, { action: 'Create many tickets', message: Oj.load(response.body)}) unless response.status == 200
+        JobStatuses.new(Oj.load(response.body)['job_status'])
+      end
+
+      ##
+      # Lists the comments on a ticket
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @param client [Object] An instance of {Readiness::Zendesk::Client}
+      # @param sort [String] What sorting method to use
+      #   - created_at => Sort by created_at ASC
+      #   - -created_at => Sort by created_at DESC
+      # @return [Array]
+      # @see https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_comments/#list-comments Zendesk API > Ticket comments > List Comments
+      # @example
+      #   require 'support_readiness'
+      #   config = Readiness::Zendesk::Configuration.new
+      #   config.username = 'alice@example.com'
+      #   config.token = 'test123abc'
+      #   config.url = 'https://example.zendesk.com/api/v2'
+      #   client = Readiness::Zendesk::Client.new(config)
+      #   ticket = Readiness::Zendesk::Tickets.find!(client, 123456)
+      #   comments = Readiness::Zendesk::Tickets.find!(client, ticket)
+      #   pp creates.select { |c| c['public'] == false }.count
+      #   # => 12
+      def self.comments(client, ticket, sort = 'created_at')
+        array = []
+        opts = "page[size]=100&sort=#{sort}"
+        loop do
+          response = client.connection.get("tickets/#{ticket.id}/comments?#{opts}")
+          handle_request_error(0, 'Zendesk', response.status) unless response.status == 200
+          body = Oj.load(response.body)
+          array += body['comments']
+          break unless body['meta']['has_more']
+
+          opts = body['links'] ['next'].split('?').last
+        end
+        array
+      end
+
+      ##
+      # Creates a ticket. Will exit if unsuccessful
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @param client [Object] An instance of {Readiness::Zendesk::Client}
+      # @param ticket [Object] An instance of {Readiness::Zendesk::Tickets}
+      # @return [Object] An instance of {Readiness::Zendesk::Tickets}
+      # @see https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#create-ticket Zendesk API > Tickets > Create Ticket
+      # @example
+      #   require 'support_readiness'
+      #   config = Readiness::Zendesk::Configuration.new
+      #   config.username = 'alice@example.com'
+      #   config.token = 'test123abc'
+      #   config.url = 'https://example.zendesk.com/api/v2'
+      #   client = Readiness::Zendesk::Client.new(config)
+      #   ticket = Readiness::Zendesk::Tickets.new
+      #   ticket.comment = { body: 'The smoke is very colorful'}
+      #   ticket.priority = 'urgent'
+      #   ticket.subject = 'My printer is on fire!'
+      #   create = Readiness::Zendesk::Tickets.create!(client, ticket)
+      #   pp create.id
+      #   # => 35436
+      def self.create!(client, ticket)
+        response = client.connection.post 'tickets', to_clean_json_with_key(ticket, 'ticket')
+        handle_request_error(1, 'Zendesk', response.status, { action: 'Create ticket', message: Oj.load(response.body)}) unless response.status == 201
+        Tickets.new(Oj.load(response.body)['ticket'])
+      end
+
+      ##
+      # Updates a ticket. Will exit if unsuccessful
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @param client [Object] An instance of {Readiness::Zendesk::Client}
+      # @param ticket [Object] An instance of {Readiness::Zendesk::Tickets}
+      # @return [Object] An instance of {Readiness::Zendesk::Tickets}
+      # @see https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#update-ticket Zendesk API > Tickets > Update Ticket
+      # @example
+      #   require 'support_readiness'
+      #   config = Readiness::Zendesk::Configuration.new
+      #   config.username = 'alice@example.com'
+      #   config.token = 'test123abc'
+      #   config.url = 'https://example.zendesk.com/api/v2'
+      #   client = Readiness::Zendesk::Client.new(config)
+      #   ticket = Readiness::Zendesk::Tickets.find!(client, 35436)
+      #   ticket.status = 'open'
+      #   ticket.custom_status_id = 123
+      #   ticket.comment = { body: '"The smoke is very colorful', author_id: 494820284 }
+      #   update = Readiness::Zendesk::Tickets.update!(client, ticket)
+      #   pp update.status
+      #   # => "open"
+      def self.update!(client, ticket)
+        response = client.connection.put "tickets/#{ticket.id}", to_clean_json_with_key(ticket, 'ticket')
+        handle_request_error(1, 'Zendesk', response.status, { action: 'Update ticket', id: ticket.id, message: Oj.load(response.body)}) unless response.status == 200
+        Tickets.new(Oj.load(response.body)['ticket'])
+      end
+
+      ##
+      # Marks a ticket as spam and suspends the user. Will exit if unsuccessful
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @param client [Object] An instance of {Readiness::Zendesk::Client}
+      # @param ticket [Object] An instance of {Readiness::Zendesk::Tickets}
+      # @return [Boolean]
+      # @see https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#mark-ticket-as-spam-and-suspend-requester Zendesk API > Tickets > Mark Ticket as Spam and Suspend Requester
+      # @example
+      #   require 'support_readiness'
+      #   config = Readiness::Zendesk::Configuration.new
+      #   config.username = 'alice@example.com'
+      #   config.token = 'test123abc'
+      #   config.url = 'https://example.zendesk.com/api/v2'
+      #   client = Readiness::Zendesk::Client.new(config)
+      #   ticket = Readiness::Zendesk::Tickets.find!(client, 123456)
+      #   mark = Readiness::Zendesk::Tickets.mark_as_spam!(client, ticket)
+      #   pp mark
+      #   # => true
+      def self.mark_as_spam!(client, ticket)
+        response = client.connection.put "tickets/#{ticket.id}/mark_as_spam"
+        handle_request_error(1, 'Zendesk', response.status, { action: 'Mark ticket as spam', id: ticket.id, message: Oj.load(response.body)}) unless response.status == 200
+        true
+      end
+
+      ##
+      # Deletes a ticket. Will exit if unsuccessful
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @param client [Object] An instance of {Readiness::Zendesk::Client}
+      # @param ticket [Object] An instance of {Readiness::Zendesk::Tickets}
+      # @return [Boolean]
+      # @see https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#delete-ticket Zendesk API > Tickets > Delete Ticket
+      # @example
+      #   require 'support_readiness'
+      #   config = Readiness::Zendesk::Configuration.new
+      #   config.username = 'alice@example.com'
+      #   config.token = 'test123abc'
+      #   config.url = 'https://example.zendesk.com/api/v2'
+      #   client = Readiness::Zendesk::Client.new(config)
+      #   ticket = Readiness::Zendesk::Tickets.find!(client, 123456)
+      #   delete = Readiness::Zendesk::Tickets.delete!(client, ticket)
+      #   pp delete
+      #   # => true
+      def self.delete!(client, ticket)
+        response = client.connection.delete "tickets/#{ticket.id}"
+        handle_request_error(1, 'Zendesk', response.status, { action: 'Delete a ticket', id: ticket.id, message: Oj.load(response.body)}) unless response.status == 204
+        true
+      end
+
+      ##
+      # Lists the first 100 deleted tickets
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @param client [Object] An instance of {Readiness::Zendesk::Client}
+      # @param sort [String] What sorting method to use
+      #   - updated_at => Sort by updated_at ASC
+      #   - id => Sort by id ASC
+      #   - status => Sort by status ASC
+      #   - -updated_at => Sort by updated_at DESC
+      #   - -id => Sort by id DESC
+      #   - -status => Sort by status DESC
+      # @return [Array]
+      # @see https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#list-deleted-tickets Zendesk API > Tickets > List Deleted Tickets
+      # @example
+      #   require 'support_readiness'
+      #   config = Readiness::Zendesk::Configuration.new
+      #   config.username = 'alice@example.com'
+      #   config.token = 'test123abc'
+      #   config.url = 'https://example.zendesk.com/api/v2'
+      #   client = Readiness::Zendesk::Client.new(config)
+      #   tickets = Readiness::Zendesk::Tickets.list_deleted(client)
+      #   pp tickets.count
+      #   # => 1
+      def self.list_deleted(client, sort = 'id')
+        response = client.connection.get("deleted_tickets?page[size]=100&sort=#{sort}")
+        handle_request_error(0, 'Zendesk', response.status) unless response.status == 200
+        Oj.load(response.body)['deleted_tickets']
+      end
+
+      ##
+      # Lists many deleted tickets. Does not stop until it ends or the page limit is hit.
+      # This method can take a long time to run depending on the parameters used.
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @param client [Object] An instance of {Readiness::Zendesk::Client}
+      # @param limit [Integer] The number of pages to stop at. Using 0 means to list all.
+      # @param sort [String] What sorting method to use
+      #   - updated_at => Sort by updated_at ASC
+      #   - id => Sort by id ASC
+      #   - status => Sort by status ASC
+      #   - -updated_at => Sort by updated_at DESC
+      #   - -id => Sort by id DESC
+      #   - -status => Sort by status DESC
+      # @return [Array]
+      # @see https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#list-deleted-tickets Zendesk API > Tickets > List Deleted Tickets
+      # @example
+      #   require 'support_readiness'
+      #   config = Readiness::Zendesk::Configuration.new
+      #   config.username = 'alice@example.com'
+      #   config.token = 'test123abc'
+      #   config.url = 'https://example.zendesk.com/api/v2'
+      #   client = Readiness::Zendesk::Client.new(config)
+      #   tickets = Readiness::Zendesk::Tickets.list_many_deleted(client, 3)
+      #   pp tickets.count
+      #   # => 267
+      def self.list_many_deleted(client, limit = 0, sort = 'id')
+        array = []
+        opts = "page[size]=100&sort=#{sort}"
+        loop do
+          response = client.connection.get("deleted_tickets?#{opts}")
+          handle_request_error(0, 'Zendesk', response.status) unless response.status == 200
+          body = Oj.load(response.body)
+          array += body['deleted_tickets']
+          break if limit != 0 && array.count >= (limit * 100)
+          break unless body['meta']['has_more']
+
+          opts = body['links'] ['next'].split('?').last
+        end
+        array
+      end
+
+      ##
+      # Restores a deleted ticket. This will exit if unsuccessful
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @param client [Object] An instance of {Readiness::Zendesk::Client}
+      # @param tid [Integer] The deleted ticket's ID
+      # @return [Boolean]
+      # @see https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#restore-a-previously-deleted-ticket Zendesk API > Tickets > Restore a Previously Deleted Ticket
+      # @example
+      #   require 'support_readiness'
+      #   config = Readiness::Zendesk::Configuration.new
+      #   config.username = 'alice@example.com'
+      #   config.token = 'test123abc'
+      #   config.url = 'https://example.zendesk.com/api/v2'
+      #   client = Readiness::Zendesk::Client.new(config)
+      #   ticket = Readiness::Zendesk::Tickets.restore!(client, 123456)
+      #   pp ticket
+      #   # => true
+      def self.restore!(client, tid)
+        response = client.connection.put "deleted_tickets/#{tid}/restore"
+        handle_request_error(1, 'Zendesk', response.status) unless response.status == 200
+        true
+      end
+
+      ##
+      # Deletes a deleted ticket. This will exit if unsuccessful
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @param client [Object] An instance of {Readiness::Zendesk::Client}
+      # @param tid [Integer] The deleted ticket's ID
+      # @return [Object] A {Readiness::Zendesk::JobStatuses} instance
+      # @see https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#delete-ticket-permanentlyt Zendesk API > Tickets > Delete Ticket Permanently
+      # @example
+      #   require 'support_readiness'
+      #   config = Readiness::Zendesk::Configuration.new
+      #   config.username = 'alice@example.com'
+      #   config.token = 'test123abc'
+      #   config.url = 'https://example.zendesk.com/api/v2'
+      #   client = Readiness::Zendesk::Client.new(config)
+      #   delete = Readiness::Zendesk::Tickets.delete_permanently!(client, 123456)
+      #   pp delete.id
+      #   # => "82de0b044094f0c67893ac9fe64f1a99"
+      def self.delete_permanently!(client, tid)
+        response = client.connection.delete "deleted_tickets/#{tid}"
+        handle_request_error(1, 'Zendesk', response.status) unless response.status == 200
+        JobStatuses.new(Oj.load(response.body['job_status']))
+      end
+
+      ##
+      # Lists the incident tickets connected to a specific ticket.
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @param client [Object] An instance of {Readiness::Zendesk::Client}
+      # @param ticket [Object] an instance of {Readiness::Zendesk::Tickets}
+      # @return [Array]
+      # @see https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#list-ticket-incidents Zendesk API > Tickets > List Ticket Incidents
+      # @example
+      #   require 'support_readiness'
+      #   config = Readiness::Zendesk::Configuration.new
+      #   config.username = 'alice@example.com'
+      #   config.token = 'test123abc'
+      #   config.url = 'https://example.zendesk.com/api/v2'
+      #   client = Readiness::Zendesk::Client.new(config)
+      #   ticket = Readiness::Zendesk::Tickets.find!(client, 123456)
+      #   incidents = Readiness::Zendesk::Tickets.incidents(client, ticket)
+      #   pp incidents.map { |i| i.id }
+      #   # => [33, 34]
+      def self.incidents(client, ticket)
+        array = []
+        opts = "page[size]=100&sort=#{sort}"
+        loop do
+          response = client.connection.get("tickets/#{ticket.id}/incidents?#{opts}")
+          handle_request_error(0, 'Zendesk', response.status) unless response.status == 200
+          body = Oj.load(response.body)
+          array += body['tickets'].map { |t| Tickets.new(t) }
+          break if limit != 0 && array.count >= (limit * 100)
+          break unless body['meta']['has_more']
+
+          opts = body['links'] ['next'].split('?').last
+        end
+        array
+      end
+
+      ##
+      # Lists all problem tickets
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @param client [Object] An instance of {Readiness::Zendesk::Client}
+      # @return [Array]
+      # @see https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#list-ticket-problems Zendesk API > Tickets > List Ticket Problems
+      # @example
+      #   require 'support_readiness'
+      #   config = Readiness::Zendesk::Configuration.new
+      #   config.username = 'alice@example.com'
+      #   config.token = 'test123abc'
+      #   config.url = 'https://example.zendesk.com/api/v2'
+      #   client = Readiness::Zendesk::Client.new(config)
+      #   problems = Readiness::Zendesk::Tickets.problems(client)
+      #   pp problems.map { |p| p.id }
+      #   # => [33, 34]
+      def self.problems(client)
+        array = []
+        opts = "page[size]=100&sort=#{sort}"
+        loop do
+          response = client.connection.get("tickets/problems?#{opts}")
+          handle_request_error(0, 'Zendesk', response.status) unless response.status == 200
+          body = Oj.load(response.body)
+          array += body['tickets'].map { |t| Tickets.new(t) }
+          break if limit != 0 && array.count >= (limit * 100)
+          break unless body['meta']['has_more']
+
+          opts = body['links'] ['next'].split('?').last
+        end
+        array
+      end
+
+      ##
+      # Lists the first 100 non-archived tickets
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @param client [Object] An instance of {Readiness::Zendesk::Client}
+      # @param sort [String] What sorting method to use
+      #   - updated_at => Sort by updated_at ASC
+      #   - id => Sort by id ASC
+      #   - status => Sort by status ASC
+      #   - -updated_at => Sort by updated_at DESC
+      #   - -id => Sort by id DESC
+      #   - -status => Sort by status DESC
+      # @return [Array]
+      # @see https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#list-tickets Zendesk API > Tickets > List Tickets
+      # @example
+      #   require 'support_readiness'
+      #   config = Readiness::Zendesk::Configuration.new
+      #   config.username = 'alice@example.com'
+      #   config.token = 'test123abc'
+      #   config.url = 'https://example.zendesk.com/api/v2'
+      #   client = Readiness::Zendesk::Client.new(config)
+      #   tickets = Readiness::Zendesk::Tickets.list(client)
+      #   pp tickets.first.id
+      #   # => 35436
+      def self.list(client, sort = 'id')
+        response = client.connection.get("tickets?page[size]=100&sort=#{sort}")
+        handle_request_error(0, 'Zendesk', response.status) unless response.status == 200
+        Oj.load(response.body)['tickets'].map { |t| Tickets.new(t) }
+      end
+
+      ##
+      # Lists many tickets. Does not stop until it ends or the page limit is hit.
+      # This method can take a long time to run depending on the parameters used.
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @param client [Object] An instance of {Readiness::Zendesk::Client}
+      # @param limit [Integer] The number of pages to stop at. Using 0 means to list all.
+      # @param sort [String] What sorting method to use
+      #   - updated_at => Sort by updated_at ASC
+      #   - id => Sort by id ASC
+      #   - status => Sort by status ASC
+      #   - -updated_at => Sort by updated_at DESC
+      #   - -id => Sort by id DESC
+      #   - -status => Sort by status DESC
+      # @return [Array]
+      # @see https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#list-tickets Zendesk API > Tickets > List Tickets
+      # @example
+      #   require 'support_readiness'
+      #   config = Readiness::Zendesk::Configuration.new
+      #   config.username = 'alice@example.com'
+      #   config.token = 'test123abc'
+      #   config.url = 'https://example.zendesk.com/api/v2'
+      #   client = Readiness::Zendesk::Client.new(config)
+      #   tickets = Readiness::Zendesk::Tickets.list_many(client, 5)
+      #   pp tickets.count
+      #   # => 500
+      def self.list_many(client, limit = 0, sort = 'id')
+        array = []
+        opts = "page[size]=100&sort=#{sort}"
+        loop do
+          response = client.connection.get("tickets?#{opts}")
+          handle_request_error(0, 'Zendesk', response.status) unless response.status == 200
+          body = Oj.load(response.body)
+          array += body['tickets'].map { |t| Tickets.new(t) }
+          break if limit != 0 && array.count >= (limit * 100)
+          break unless body['meta']['has_more']
+
+          opts = body['links'] ['next'].split('?').last
+        end
+        array
+      end
+
+      ##
+      # Locates a ticket within Zendesk. This will not exit on error (except Authentication errors)
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @param client [Object] An instance of {Readiness::Zendesk::Client}
+      # @param tid [Integer] The ticket ID to find
+      # @return [Hash]
+      # @see https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#show-ticket Zendesk API > Tickets > Show Ticket
+      # @example
+      #   require 'support_readiness'
+      #   config = Readiness::Zendesk::Configuration.new
+      #   config.username = 'alice@example.com'
+      #   config.token = 'test123abc'
+      #   config.url = 'https://example.zendesk.com/api/v2'
+      #   client = Readiness::Zendesk::Client.new(config)
+      #   ticket = Readiness::Zendesk::Tickets.find(client, 35436)
+      #   pp ticket.subject
+      #   # => "Help, my printer is on fire!"
+      def self.find(client, tid)
+        response = client.connection.get("tickets/#{tid}")
+        handle_request_error(0, 'Zendesk', response.status,  { action: 'get', id: tid }) unless response.status == 200
+        return Tickets.new(Oj.load(response.body)['ticket']) if response.status == 200
+
+        Oj.load(response.body)
+      end
+
+      ##
+      # Locates a ticket within Zendesk. This will exit on error
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @param client [Object] An instance of {Readiness::Zendesk::Client}
+      # @param tid [Integer] The ticket ID to find
+      # @return [Hash]
+      # @see https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#show-ticket Zendesk API > Tickets > Show Ticket
+      # @example
+      #   require 'support_readiness'
+      #   config = Readiness::Zendesk::Configuration.new
+      #   config.username = 'alice@example.com'
+      #   config.token = 'test123abc'
+      #   config.url = 'https://example.zendesk.com/api/v2'
+      #   client = Readiness::Zendesk::Client.new(config)
+      #   ticket = Readiness::Zendesk::Tickets.find!(client, 35436)
+      #   pp ticket.subject
+      #   # => "Help, my printer is on fire!"
+      def self.find!(client, tid)
+        response = client.connection.get("tickets/#{tid}")
+        handle_request_error(1, 'Zendesk', response.status, { action: 'Find ticket', id: tid }) unless response.status == 200
+        Tickets.new(Oj.load(response.body)['ticket'])
+      end
+
+      ##
+      # Locates up to 100 tickets within Zendesk.
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @param client [Object] An instance of {Readiness::Zendesk::Client}
+      # @param tids [Array] The ticket IDs to find
+      # @return [Array]
+      # @see https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#show-multiple-tickets Zendesk API > Tickets > Show Multiple Tickets
+      # @example
+      #   require 'support_readiness'
+      #   config = Readiness::Zendesk::Configuration.new
+      #   config.username = 'alice@example.com'
+      #   config.token = 'test123abc'
+      #   config.url = 'https://example.zendesk.com/api/v2'
+      #   client = Readiness::Zendesk::Client.new(config)
+      #   tickets = Readiness::Zendesk::Tickets.find!(client, [35436, 35437])
+      #   pp ticket.count
+      #   # => 2
+      def self.find_many(client, tids)
+        response = client.connection.get("tickets/show_many?ids=#{tids.join(',')}")
+        handle_request_error(0, 'Zendesk', response.status,  { action: 'get', id: tids }) unless response.status == 200
+        Oj.load(response.body)['tickets'].map { |t| Tickets.new(t) }
+      end
+
+      ##
+      # Locates all suspended tickets within Zendesk.
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @param client [Object] An instance of {Readiness::Zendesk::Client}
+      # @return [Array]
+      # @see https://developer.zendesk.com/api-reference/ticketing/tickets/suspended_tickets/#list-suspended-tickets Zendesk API > Suspended Tickets > List Suspended Tickets
+      # @example
+      #   require 'support_readiness'
+      #   config = Readiness::Zendesk::Configuration.new
+      #   config.username = 'alice@example.com'
+      #   config.token = 'test123abc'
+      #   config.url = 'https://example.zendesk.com/api/v2'
+      #   client = Readiness::Zendesk::Client.new(config)
+      #   tickets = Readiness::Zendesk::Tickets.list_suspended(client)
+      #   pp ticket.count
+      #   # => 18
+      def self.list_suspended(client)
+        array = []
+        opts = "page[size]=100&sort=#{sort}"
+        loop do
+          response = client.connection.get("suspended_tickets?#{opts}")
+          handle_request_error(0, 'Zendesk', response.status) unless response.status == 200
+          body = Oj.load(response.body)
+          array += body['suspended_tickets']
+          break if limit != 0 && array.count >= (limit * 100)
+          break unless body['meta']['has_more']
+
+          opts = body['links'] ['next'].split('?').last
+        end
+        array
+      end
+
+      ##
+      # Recovers a suspended ticket within Zendesk.
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @param client [Object] An instance of {Readiness::Zendesk::Client}
+      # @param sid [Integer] The ID of the suspended ticket
+      # @return [Object] An instance of {Readiness::Zendesk::Tickets}
+      # @see https://developer.zendesk.com/api-reference/ticketing/tickets/suspended_tickets/#recover-suspended-ticket Zendesk API > Suspended Tickets > Recover Suspended Ticket
+      # @example
+      #   require 'support_readiness'
+      #   config = Readiness::Zendesk::Configuration.new
+      #   config.username = 'alice@example.com'
+      #   config.token = 'test123abc'
+      #   config.url = 'https://example.zendesk.com/api/v2'
+      #   client = Readiness::Zendesk::Client.new(config)
+      #   ticket = Readiness::Zendesk::Tickets.recover_suspended!(client, 123)
+      #   pp ticket.subject
+      #   # => "Help, my printer is on fire!"
+      def self.recover_suspended!(client, sid)
+        response = client.connection.put("suspended_tickets/#{sid}/recover")
+        handle_request_error(1, 'Zendesk', response.status, { action: 'Recover suspended ticket', id: sid }) unless response.status == 200
+        Tickets.new(Oj.load(response.body)['ticket'])
+      end
+
+      ##
+      # Recover many suspended tickets within Zendesk
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @param client [Object] An instance of {Readiness::Zendesk::Client}
+      # @param sids [Array] An Array of suspended ticket IDs to recover
+      # @return [Array] An Array of {Readiness::Zendesk::Tickets} instances
+      # @see https://developer.zendesk.com/api-reference/ticketing/tickets/suspended_tickets/#recover-multiple-suspended-tickets Zendesk API > Suspended Tickets > Recover Multiple Suspended Tickets
+      # @example
+      #   require 'support_readiness'
+      #   config = Readiness::Zendesk::Configuration.new
+      #   config.username = 'alice@example.com'
+      #   config.token = 'test123abc'
+      #   config.url = 'https://example.zendesk.com/api/v2'
+      #   client = Readiness::Zendesk::Client.new(config)
+      #   tickets = Readiness::Zendesk::Tickets.recover_many_suspended!(client, [123, 456, 789])
+      #   pp tickets.first.subject
+      #   # => "Help, my printer is on fire!"
+      def self.recover_many_suspended!(client, sids)
+        response = client.connection.put("suspended_tickets/recover_many?ids=#{sids.join(',')}")
+        handle_request_error(1, 'Zendesk', response.status, { action: 'Recover many suspended ticket', id: sids }) unless response.status == 200
+        Oj.load(response.body)['tickets'].map { |t| Tickets.new(t) }
+      end
+
+      ##
+      # Deletes a suspended ticket within Zendesk.
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @param client [Object] An instance of {Readiness::Zendesk::Client}
+      # @param sid [Integer] The ID of the suspended ticket
+      # @return [Boolean]
+      # @see https://developer.zendesk.com/api-reference/ticketing/tickets/suspended_tickets/#delete-suspended-ticket Zendesk API > Suspended Tickets > Delete Suspended Ticket
+      # @example
+      #   require 'support_readiness'
+      #   config = Readiness::Zendesk::Configuration.new
+      #   config.username = 'alice@example.com'
+      #   config.token = 'test123abc'
+      #   config.url = 'https://example.zendesk.com/api/v2'
+      #   client = Readiness::Zendesk::Client.new(config)
+      #   delete = Readiness::Zendesk::Tickets.delete_suspended!(client, 123)
+      #   pp delete
+      #   # => true
+      def self.delete_suspended!(client, sid)
+        response = client.connection.delete("suspended_tickets/#{sid}")
+        handle_request_error(1, 'Zendesk', response.status, { action: 'Delete suspended ticket', id: sid }) unless response.status == 204
+        true
+      end
+
+      ##
+      # Deletes many suspended tickets within Zendesk.
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @param client [Object] An instance of {Readiness::Zendesk::Client}
+      # @param sids [Array] An Array of suspended ticket IDs to delete
+      # @return [Boolean]
+      # @see https://developer.zendesk.com/api-reference/ticketing/tickets/suspended_tickets/#delete-multiple-suspended-tickets Zendesk API > Suspended Tickets > Delete Multiple Suspended Tickets
+      # @example
+      #   require 'support_readiness'
+      #   config = Readiness::Zendesk::Configuration.new
+      #   config.username = 'alice@example.com'
+      #   config.token = 'test123abc'
+      #   config.url = 'https://example.zendesk.com/api/v2'
+      #   client = Readiness::Zendesk::Client.new(config)
+      #   deletes = Readiness::Zendesk::Tickets.delete_many_suspended!(client, [123, 456])
+      #   pp deletes
+      #   # => true
+      def self.delete_many_suspended!(client, sids)
+        response = client.connection.delete("suspended_tickets/destroy_many?ids=#{sids.join(',')}")
+        handle_request_error(1, 'Zendesk', response.status, { action: 'Delete many suspended ticket', id: sids }) unless response.status == 200
+        true
+      end
+    end
+  end
+end