Help Desk Service

This project was archived on 30 August 2024.

A service for interacting with help desks such as Zendesk and Halo ITSM.

The service provides a subset of a Zendesk-compatible API that should be used for ticket management and creation.

It also contains the Lambda function code for the email router.

Initial setup

• Set up pre-commit as per https://github.com/uktrade/pii-secret-check-hooks
• Copy the example env file cp .env.example .env
• Build local docker instance:
  • make build
  • make first-use

The service will be available at: http://localhost:8000/

Usage

• Start the local docker instance: make up, or make up-detached to start in detached mode

Update requirements files

make all-requirements

Initialise the Django cache

make createcachetable

Project documentation

• Environment Variables
• Connecting the project to Zendesk
• Defining the mapping from Zendesk custom fields to Halo

Project structure

• config - Django settings and top-level project config
• halo - Halo API client
• healthcheck - Service health check for Pingdom
• help_desk_api - mapping of Zendesk API to Halo API
• zendesk_api_proxy - Django middleware for dispatching incoming requests to Zendesk and/or Halo (according to configuration of HelpDeskCreds)

AWS components for email handling

• email_router - Code for Lambda function to post received emails as tickets
  • ses_email_receiving - Lambda function code
  • utils/build_layer.py - Utility to package a Lambda layer based on lambda_layer_requirements.txt

This project runs on DBT Platform

Staging has been set up

Notes for move to DBT Platform