Create Freshdesk tickets for expiring domains

README.md

@@ -37,6 +37,18 @@ [email protected]
 ```
 
 
+### Freshdesk Alerting
+
+When defined, upcoming certificate renewals will be created as Freshdesk tickets. As the certificate approaches expiration, the priority will be increased. If a new certificate is detected, the ticket will be closed.
+
+```
+FRESHDESK_API_KEY=XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
+FRESHDESK_USER_ID=123456789
+FRESHDESK_DOMAIN=https://foo.freshdesk.com
+```
+
+Additional options can be configured in the CMS, such as the group and product the ticket should be created as.
+
 ### OpsGenie Alerting
 
 When defined, any upcoming certificate renewals will be created as alerts in OpsGenie if configured in the Settings section of the CMS.

mysite/_config/config.yml

@@ -8,11 +8,12 @@ SiteConfig:
   extensions:
     - OpsGenieSiteConfigExtension
     - SlackSiteConfigExtension
+    - FreshdeskSiteConfigExtension
 Domain:
   api_access: true
 Certificate:
   api_access: true
 RESTfulAPI:
   embedded_records:
     Domain:
-      - Certificates
+      - Certificates

mysite/code/Extensions/FreshdeskSiteConfigExtension.php

@@ -0,0 +1,29 @@
+<?php
+
+/**
+ * Class for managing Freshdesk settings around alerting for expiring certificates.
+ */
+class FreshdeskSiteConfigExtension extends DataExtension
+{
+    private static $db = [
+        'CreateFreshdeskTicket' => 'Boolean(0)',
+        'FreshdeskGroupID' => 'Varchar(20)',
+        'FreshdeskProductID' => 'Varchar(20)',
+    ];
+
+    public function updateCMSFields(FieldList $fields)
+    {
+        if (!Freshdesk::IsAvailable()) {
+            $fields->addFieldToTab('Root.Freshdesk', new LiteralField('MissingFreshdeskKey', '<p class="message warning">Freshdesk environment variables not defined, integration is disabled</p>'));
+        }
+
+        $fields->addFieldsToTab('Root.Freshdesk', [
+            new CheckboxField('CreateFreshdeskTicket', 'Create Freshdesk tickets for certificates about to expire'),
+            $groupId = new NumericField('FreshdeskGroupID', 'Freshdesk Group ID'),
+            $productId = new NumericField('FreshdeskProductID', 'Freshdesk Product ID'),
+        ]);
+
+        $groupId->setDescription('Numeric ID of the group to triage the ticket to');
+        $productId->setDescription('Numeric ID of the product this ticket belongs to');
+    }
+}

mysite/code/Jobs/CheckSSLCertificates.php

@@ -148,7 +148,7 @@ protected function notifyNewCertificate($site, $cert)
         $settings = [
             'username' => SiteConfig::current_site_config()->Title,
             'channel' => SiteConfig::current_site_config()->SlackChannel,
-            'icon' => SiteConfig::current_site_config()->SlackEmoji
+            'icon' => SiteConfig::current_site_config()->SlackEmoji,
         ];
 
         $client = new Maknz\Slack\Client(SLACK_WEBHOOK_URL, $settings);
@@ -200,7 +200,7 @@ protected function notifyFailure($site, $error)
         $settings = [
             'username' => SiteConfig::current_site_config()->Title,
             'channel' => SiteConfig::current_site_config()->SlackChannel,
-            'icon' => SiteConfig::current_site_config()->SlackEmoji
+            'icon' => SiteConfig::current_site_config()->SlackEmoji,
         ];
 
         $client = new Maknz\Slack\Client(SLACK_WEBHOOK_URL, $settings);
@@ -229,7 +229,7 @@ protected function notifyCommonNameMismatch($site, $error)
         $settings = [
             'username' => SiteConfig::current_site_config()->Title,
             'channel' => SiteConfig::current_site_config()->SlackChannel,
-            'icon' => SiteConfig::current_site_config()->SlackEmoji
+            'icon' => SiteConfig::current_site_config()->SlackEmoji,
         ];
 
         $client = new Maknz\Slack\Client(SLACK_WEBHOOK_URL, $settings);

mysite/code/Jobs/CreateFreshdeskTickets.php

@@ -0,0 +1,129 @@
+<?php
+
+/**
+ * Goes through all domains, checks their certificate expiry, and creates or upgrades
+ * Freshdesk tickets for the approaching expiration.
+ */
+class CreateFreshdeskTickets implements CronTask
+{
+    use CronTaskUtilities;
+
+    /**
+     * @return string
+     */
+    public function getSchedule()
+    {
+        return '0/30 * * * *';
+    }
+
+    public function process()
+    {
+        $siteConfig = SiteConfig::current_site_config();
+        if (!Freshdesk::IsAvailable() || !$siteConfig->CreateFreshdeskTicket) {
+            $this->log('Freshdesk not enabled, task not running', SS_Log::INFO);
+
+            return;
+        }
+
+        if (!$siteConfig->FreshdeskGroupID) {
+            $this->log('FreshdeskGroupId is empty or not numeric, task not running', SS_Log::INFO);
+
+            return;
+        }
+
+        $freshdesk = new Freshdesk();
+        $domains = Domain::get()->filter(['Enabled' => 1]);
+
+        $this->log('Number of existing domains: '.$domains->count(), SS_Log::INFO);
+
+        $alertDays = [
+            Freshdesk::PRIORITY_LOW => $siteConfig->OpsGenieDaysUntilP5,
+            Freshdesk::PRIORITY_MEDIUM => $siteConfig->OpsGenieDaysUntilP3,
+            Freshdesk::PRIORITY_HIGH => $siteConfig->OpsGenieDaysUntilP2,
+            Freshdesk::PRIORITY_URGENT => $siteConfig->OpsGenieDaysUntilP1,
+        ];
+
+        $startAlerting = max(array_values($alertDays));
+
+        foreach ($domains as $d) {
+            if (!$d->CurrentCertificate()->exists()) {
+                continue;
+            }
+
+            $cert = $d->CurrentCertificate();
+
+            $this->log('Checking '.$d->Domain, SS_Log::INFO);
+            $this->log('Days until expiration: '.$cert->DaysUntilExpiration, SS_Log::DEBUG);
+
+            // Skip if we're outside the alerting threshold
+            if ($cert->DaysUntilExpiration > $startAlerting) {
+                // If there is a current OpsGenie alert try and close it as the cert may have been updated
+                if ($d->FreshdeskID) {
+                    $this->log('Closing existing Freshdesk ticket '.$d->FreshdeskID, SS_Log::INFO);
+
+                    $freshdesk->closeTicket($d->FreshdeskID, $this->createTicketBody($d, $cert, 'FreshdeskTicketClosed'));
+
+                    $d->FreshdeskID = '';
+                    $d->FreshdeskPriority = '';
+                    $d->write();
+                }
+
+                continue;
+            }
+
+            $priority = $this->closestNumber($cert->DaysUntilExpiration, $alertDays);
+            $this->log('Current alert priority: '.$priority, SS_Log::DEBUG);
+
+            // Create an Freshdesk ticket if one isn't already made
+            if (!$d->FreshdeskID) {
+                $this->log('Creating Freshdesk ticket', SS_Log::INFO);
+
+                $ticket = $freshdesk->createTicket([
+                    'subject' => $d->Domain.' certificate expires '.$cert->ValidTo,
+                    'description' => $this->createTicketBody($d, $cert),
+                    'priority' => $priority,
+                    'group_id' => (int) $siteConfig->FreshdeskGroupID,
+                    'product_id' => (int) $siteConfig->FreshdeskProductID,
+                    'requester_id' => (int) FRESHDESK_USER_ID,
+                    'status' => Freshdesk::STATUS_OPEN,
+                    'tags' => ['ssl', 'locksmith'],
+                ]);
+
+                $d->FreshdeskID = $ticket->id;
+                $d->FreshdeskPriority = $priority;
+
+                $d->write();
+            } elseif ((int) $priority !== (int) $d->FreshdeskPriority) {
+                // Upgrade the priority if its different
+                $this->log('Upgrading Freshdesk ticket from '.$d->FreshdeskPriority.' to '.$priority, SS_Log::INFO);
+                $freshdesk->addNote($d->FreshdeskID, 'Escalating Freshdesk ticket priority from '.Freshdesk::PriorityAsString($d->FreshdeskPriority).' to '.Freshdesk::PriorityAsString($priority));
+
+                $freshdesk->updateTicket($d->FreshdeskID, [
+                    'priority' => $priority,
+                ]);
+
+                $d->FreshdeskPriority = $priority;
+                $d->write();
+            }
+        }
+    }
+
+    /**
+     * Creates the body of the ticket with information about the domain.
+     *
+     * @param $domain
+     * @param $cert
+     * @param string $template
+     *
+     * @return HTMLText
+     */
+    private function createTicketBody($domain, $cert, $template = 'FreshdeskTicket')
+    {
+        $arrayData = new ArrayData([
+            'Domain' => $domain,
+            'Certificate' => $cert,
+        ]);
+
+        return $arrayData->renderWith($template)->RAW();
+    }
+}

mysite/code/Jobs/DailyExpirationReminder.php

@@ -69,6 +69,14 @@ public function process()
                 $cert->ValidTo
             );
 
+            if (Freshdesk::IsAvailable() && $d->FreshdeskID) {
+                $line .= sprintf(
+                    ', <%s/helpdesk/tickets/%s|open in Freshdesk>',
+                    FRESHDESK_DOMAIN,
+                    $d->FreshdeskID
+                );
+            }
+
             $alerts[$priority][] = $line;
         }
 

mysite/code/Model/Certificate.php

@@ -80,4 +80,12 @@ public function getDaysUntilExpiration()
         // We use %r%a to ensure we provide a - if the number of days is a negative
         return $earlier->diff($later)->format('%r%a');
     }
+
+    /**
+     * @return bool True if this is a LE cert
+     */
+    public function getIsLetsEncrypt()
+    {
+        return false !== stripos($this->Issuer, "Let's Encrypt");
+    }
 }

mysite/code/Model/Domain.php

@@ -14,6 +14,8 @@ class Domain extends DataObject
         'AlertPriority' => 'Text',
         'AlertedCommonNameMismatch' => 'Boolean(0)',
         'HasBeenChecked' => 'Boolean(0)',
+        'FreshdeskID' => 'Text',
+        'FreshdeskPriority' => 'Text',
     ];
 
     private static $has_many = [
@@ -63,11 +65,20 @@ public function getCMSFields()
             ->setRows(1)
             ->setDescription('The ID of the OpsGenie alert for this domain. Set to empty if there is no alert');
 
+        $fields->dataFieldByName('FreshdeskID')
+            ->setRows(1)
+            ->setDescription('The ID of the Freshdesk ticket for this domain. Set to empty if there is no alert');
+
         $fields->dataFieldByName('AlertPriority')
             ->setRows(1)
             ->setReadonly(true)
             ->setDescription('The current status of the OpsGenie alert (P5 to P1)');
 
+        $fields->dataFieldByName('FreshdeskPriority')
+            ->setRows(1)
+            ->setReadonly(true)
+            ->setDescription('The current priority of the Freshdesk ticket (1 to 4)');
+
         $fields->addFieldToTab('Root.Certificates', GridField::create(
             'Certificates',
             'Certificates recorded for this domain',