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Merge branch 'v20260203-12-autotask-resolution-v1-casing-fix' into main

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This commit is contained in:
Ivo Oskamp 2026-02-06 13:23:31 +01:00
commit 240f8b5c90
4 changed files with 85 additions and 133 deletions
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2
.last-branch
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@ -1 +1 @@
v20260203-11-autotask-resolution-get-put-required-fields
v20260203-12-autotask-resolution-v1-casing-fix

120
containers/backupchecks/src/backend/app/integrations/autotask/client.py
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@ -44,8 +44,8 @@ class AutotaskClient:
To keep connection testing reliable, we try the expected base first
and fall back to the alternative if needed.
"""
prod = "https://webservices.autotask.net/atservicesrest"
sb = "https://webservices2.autotask.net/atservicesrest"
prod = "https://webservices.autotask.net/ATServicesRest"
sb = "https://webservices2.autotask.net/ATServicesRest"
if self.environment == "sandbox":
return [sb, prod]
return [prod, sb]
@ -57,7 +57,7 @@ class AutotaskClient:
last_error: Optional[str] = None
data: Optional[Dict[str, Any]] = None
for base in self._zoneinfo_bases():
url = f"{base.rstrip('/')}/v1.0/zoneInformation"
url = f"{base.rstrip('/')}/V1.0/zoneInformation"
params = {"user": self.username}
try:
resp = requests.get(url, params=params, timeout=self.timeout_seconds)
@ -115,7 +115,7 @@ class AutotaskClient:
) -> Any:
zone = self.get_zone_info()
base = zone.api_url.rstrip("/")
url = f"{base}/v1.0/{path.lstrip('/')}"
url = f"{base}/V1.0/{path.lstrip('/')}"
headers = self._headers()
def do_request(use_basic_auth: bool, extra_headers: Optional[Dict[str, str]] = None):
@ -558,118 +558,6 @@ class AutotaskClient:
return {"id": tid}
def update_ticket_resolution(self, ticket_id: int, resolution_text: str) -> Dict[str, Any]:
"""Update a Ticket's `resolution` field via PUT /Tickets.
This follows the validated contract in `autotask_rest_api_postman_test_contract.md`:
- Always GET /Tickets/{id} first
- PUT /Tickets is a full update, so we copy stabilising fields and change only `resolution`
- Status must remain unchanged during the resolution write
Raises AutotaskError on validation failures.
"""
try:
tid = int(ticket_id)
except Exception:
tid = 0
if tid <= 0:
raise AutotaskError("Invalid ticket id.")
res_txt = str(resolution_text or "")
if not res_txt.strip():
raise AutotaskError("Resolution text is empty.")
t = self.get_ticket(tid)
if not isinstance(t, dict):
raise AutotaskError("Autotask did not return a ticket object.")
# Some Autotask environments return slightly different field names (e.g. *ID vs *Id).
# We always source values from the fresh GET and send the canonical field names in the PUT payload.
field_sources: Dict[str, list[str]] = {
"id": ["id"],
"companyID": ["companyID", "companyId"],
"queueID": ["queueID", "queueId"],
"title": ["title"],
"priority": ["priority"],
"status": ["status"],
"dueDateTime": ["dueDateTime", "dueDate", "dueDateUtc"],
"ticketCategory": ["ticketCategory", "ticketCategoryID", "ticketCategoryId"],
"issueType": ["issueType", "issueTypeID", "issueTypeId"],
"subIssueType": ["subIssueType", "subIssueTypeID", "subIssueTypeId"],
"source": ["source", "sourceID", "sourceId"],
"organizationalLevelAssociationID": [
"organizationalLevelAssociationID",
"organizationalLevelAssociationId",
],
}
def _get_first(ticket_obj: Dict[str, Any], keys: list[str]) -> Any:
"""Return first matching value for any of the given keys.
Autotask field casing / suffixes can vary by tenant and API surface.
We therefore try direct lookups first and then fall back to a
case-insensitive scan of the ticket payload keys.
"""
if not isinstance(ticket_obj, dict):
return None
# Direct lookups (fast path)
for k in keys:
if k in ticket_obj:
return ticket_obj.get(k)
# Case-insensitive fallback
lower_map = {str(k).lower(): k for k in ticket_obj.keys()}
for k in keys:
lk = str(k).lower()
if lk in lower_map:
return ticket_obj.get(lower_map[lk])
return None
stabilising_fields = list(field_sources.keys())
resolved_values: Dict[str, Any] = {}
missing: list[str] = []
for f in stabilising_fields:
v = _get_first(t, field_sources[f])
# Treat None/"" as missing, but allow 0 for picklists.
if v in (None, ""):
missing.append(f)
resolved_values[f] = v
if missing:
raise AutotaskError(
"Cannot safely update ticket resolution because required fields are missing: " + ", ".join(missing)
)
existing = str(t.get("resolution") or "")
if existing.strip():
if res_txt.strip() in existing:
new_res = existing
else:
new_res = existing.rstrip() + "\n\n" + res_txt
else:
new_res = res_txt
payload: Dict[str, Any] = dict(resolved_values)
payload["id"] = int(resolved_values.get("id"))
# Explicitly keep status unchanged.
payload["status"] = resolved_values.get("status")
payload["resolution"] = new_res
self.update_ticket(payload)
# Verify persistence.
t2 = self.get_ticket(tid)
persisted = str((t2 or {}).get("resolution") or "")
if res_txt.strip() not in persisted:
raise AutotaskError("Ticket resolution update returned success, but verification failed.")
return {"id": tid, "resolution_updated": True}
def create_ticket_note(self, note_payload: Dict[str, Any]) -> Dict[str, Any]:
"""Create a user-visible note on a Ticket.

91
containers/backupchecks/src/backend/app/main/routes_run_checks.py
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@ -1914,18 +1914,89 @@ def api_run_checks_autotask_resolve_note():
}
), 400
# Also write the same information into the Ticket resolution field (validated safe update pattern).
# Also write the same information into the Ticket resolution field.
# Contract: Always GET /Tickets/{id} first, then PUT /Tickets with stabilising fields.
try:
client.update_ticket_resolution(ticket_id, body)
t = client.get_ticket(ticket_id)
except Exception as exc:
return jsonify(
{
"status": "error",
"message": f"Resolve note was created, but updating the ticket resolution field failed: {exc}",
"message": "Resolve note was created, but updating the ticket resolution field failed: Autotask ticket retrieval failed: "
+ str(exc),
}
), 400
return jsonify({"status": "ok", "message": "Resolve note posted to Autotask ticket."})
if not isinstance(t, dict):
return jsonify(
{
"status": "error",
"message": "Resolve note was created, but updating the ticket resolution field failed: Autotask did not return a ticket object.",
}
), 400
# Required stabilising fields (must be copied from GET; never guessed)
stabilise_fields = [
"id",
"companyID",
"queueID",
"title",
"priority",
"status",
"dueDateTime",
"ticketCategory",
"issueType",
"subIssueType",
"source",
"organizationalLevelAssociationID",
]
missing = [f for f in stabilise_fields if t.get(f) in (None, "")]
if missing:
return jsonify(
{
"status": "error",
"message": "Resolve note was created, but updating the ticket resolution field failed: "
+ "Cannot safely update ticket resolution because required fields are missing: "
+ ", ".join(missing),
}
), 400
payload = {k: t.get(k) for k in stabilise_fields}
payload["id"] = int(t.get("id"))
# Keep status unchanged; only update resolution.
payload["resolution"] = body
try:
client.update_ticket(payload)
except Exception as exc:
return jsonify(
{
"status": "error",
"message": "Resolve note was created, but updating the ticket resolution field failed: " + str(exc),
}
), 400
try:
t2 = client.get_ticket(ticket_id)
except Exception as exc:
return jsonify(
{
"status": "error",
"message": "Resolve note was created, but updating the ticket resolution field failed: verification GET failed: "
+ str(exc),
}
), 400
persisted_res = str((t2 or {}).get("resolution") or "")
if marker not in persisted_res:
return jsonify(
{
"status": "error",
"message": "Resolve note was created, but updating the ticket resolution field failed: resolution was not persisted.",
}
), 400
return jsonify({"status": "ok", "message": "Resolve note posted to Autotask ticket and written to ticket resolution."})
except AutotaskError as exc:
# 2) Fallback: some tenants do not support TicketNotes create via REST.
@ -1993,18 +2064,6 @@ def api_run_checks_autotask_resolve_note():
}
), 400
# Also write the same information into the Ticket resolution field (validated safe update pattern).
try:
client.update_ticket_resolution(ticket_id, body)
except Exception as exc:
return jsonify(
{
"status": "error",
"message": f"Ticket note creation is not supported (HTTP 404) and the marker was appended to the description, "
f"but updating the ticket resolution field failed: {exc}",
}
), 400
return jsonify(
{
"status": "ok",

5
docs/changelog.md
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@ -518,6 +518,11 @@ Changes:
- Prevents failure when issueType/subIssueType/source are not present under the expected keys after ticket creation or later changes.
- Keeps ticket status unchanged while updating resolution, per validated Postman contract.
## v20260203-12-autotask-resolution-v1-casing-fix
- Fixed Autotask REST base URL casing: ATServicesRest and V1.0 are now used exactly as required by the validated Postman contract.
- Ticket GET for resolution updates now uses the authoritative endpoint GET /Tickets/{TicketID} on .../ATServicesRest/V1.0, ensuring issueType/subIssueType/source are retrieved before PUT.
- Resolution update continues to keep ticket status unchanged and only writes the resolution field.
***
## v0.1.21