Add an endpoint for submission of Zendesk tickets by end users

This functionality requires the Zendesk URL, user, and API key to be specified
in django.conf.settings. Also, add a flag to MITX_FEATURES (enabled by default)
to control the endpoint and the front-end feature (yet to be added).

common/djangoapps/util/views.py

 import datetime
 import json
+import logging
 import pprint
 import sys
 
@@ -7,15 +8,21 @@ from django.conf import settings
 from django.contrib.auth.models import User
 from django.core.context_processors import csrf
 from django.core.mail import send_mail
-from django.http import Http404
-from django.http import HttpResponse
+from django.core.validators import ValidationError, validate_email
+from django.http import Http404, HttpResponse, HttpResponseBadRequest, HttpResponseNotAllowed, HttpResponseServerError
 from django.shortcuts import redirect
+from django_future.csrf import ensure_csrf_cookie
 from mitxmako.shortcuts import render_to_response, render_to_string
+from urllib import urlencode
+import zendesk
 
 import capa.calc
 import track.views
 
 
+log = logging.getLogger(__name__)
+
+
 def calculate(request):
     ''' Calculator in footer of every page. '''
     equation = request.GET['equation']
@@ -29,36 +36,142 @@ def calculate(request):
     return HttpResponse(json.dumps({'result': str(result)}))
 
 
-def send_feedback(request):
-    ''' Feeback mechanism in footer of every page. '''
-    try:
-        username = request.user.username
-        email = request.user.email
-    except:
-        username = "anonymous"
-        email = "anonymous"
+class _ZendeskApi(object):
+    def __init__(self):
+        """
+        Instantiate the Zendesk API.
+
+        All of `ZENDESK_URL`, `ZENDESK_USER`, and `ZENDESK_API_KEY` must be set
+        in `django.conf.settings`.
+        """
+        self._zendesk_instance = zendesk.Zendesk(
+            settings.ZENDESK_URL,
+            settings.ZENDESK_USER,
+            settings.ZENDESK_API_KEY,
+            use_api_token=True,
+            api_version=2
+        )
+
+    def create_ticket(self, ticket):
+        """
+        Create the given `ticket` in Zendesk.
+
+        The ticket should have the format specified by the zendesk package.
+        """
+        ticket_url = self._zendesk_instance.create_ticket(data=ticket)
+        return zendesk.get_id_from_url(ticket_url)
+
+    def update_ticket(self, ticket_id, update):
+        """
+        Update the Zendesk ticket with id `ticket_id` using the given `update`.
 
+        The update should have the format specified by the zendesk package.
+        """
+        self._zendesk_instance.update_ticket(ticket_id=ticket_id, data=update)
+
+
+def submit_feedback_via_zendesk(request):
+    """
+    Create a new user-requested Zendesk ticket.
+
+    If Zendesk submission is not enabled, any request will raise `Http404`.
+    If any configuration parameter (`ZENDESK_URL`, `ZENDESK_USER`, or
+    `ZENDESK_API_KEY`) is missing, any request will raise an `Exception`.
+    The request must be a POST request specifying `subject` and `details`.
+    If the user is not authenticated, the request must also specify `name` and
+    `email`. If the user is authenticated, the `name` and `email` will be
+    populated from the user's information. If any required parameter is
+    missing, a 400 error will be returned indicating which field is missing and
+    providing an error message. If Zendesk returns any error on ticket
+    creation, a 500 error will be returned with no body. Once created, the
+    ticket will be updated with a private comment containing additional
+    information from the browser and server, such as HTTP headers and user
+    state. Whether or not the update succeeds, if the user's ticket is
+    successfully created, an empty successful response (200) will be returned.
+    """
+    if not settings.MITX_FEATURES.get('ENABLE_FEEDBACK_SUBMISSION', False):
+        raise Http404()
+    if request.method != "POST":
+        return HttpResponseNotAllowed(["POST"])
+    if (
+        not settings.ZENDESK_URL or
+        not settings.ZENDESK_USER or
+        not settings.ZENDESK_API_KEY
+    ):
+        raise Exception("Zendesk enabled but not configured")
+
+    def build_error_response(status_code, field, err_msg):
+        return HttpResponse(json.dumps({"field": field, "error": err_msg}), status=status_code)
+
+    additional_info = {}
+
+    required_fields = ["subject", "details"]
+    if not request.user.is_authenticated():
+        required_fields += ["name", "email"]
+    required_field_errs = {
+        "subject": "Please provide a subject.",
+        "details": "Please provide details.",
+        "name": "Please provide your name.",
+        "email": "Please provide a valid e-mail.",
+    }
+
+    for field in required_fields:
+        if field not in request.POST or not request.POST[field]:
+            return build_error_response(400, field, required_field_errs[field])
+
+    subject = request.POST["subject"]
+    details = request.POST["details"]
+    tags = []
+    if "tag" in request.POST:
+        tags = [request.POST["tag"]]
+
+    if request.user.is_authenticated():
+        realname = request.user.profile.name
+        email = request.user.email
+        additional_info["username"] = request.user.username
+    else:
+        realname = request.POST["name"]
+        email = request.POST["email"]
+        try:
+            validate_email(email)
+        except ValidationError:
+            return build_error_response(400, "email", required_field_errs["email"])
+
+    for header in ["HTTP_REFERER", "HTTP_USER_AGENT"]:
+        additional_info[header] = request.META.get(header)
+
+    zendesk_api = _ZendeskApi()
+
+    additional_info_string = (
+        "Additional information:\n\n" +
+        "\n".join("%s: %s" % (key, value) for (key, value) in additional_info.items() if value is not None)
+    )
+
+    new_ticket = {
+        "ticket": {
+            "requester": {"name": realname, "email": email},
+            "subject": subject,
+            "comment": {"body": details},
+            "tags": tags
+        }
+    }
     try:
-        browser = request.META['HTTP_USER_AGENT']
-    except:
-        browser = "Unknown"
-
-    feedback = render_to_string("feedback_email.txt",
-                                {"subject": request.POST['subject'],
-                                 "url": request.POST['url'],
-                                 "time": datetime.datetime.now().isoformat(),
-                                 "feedback": request.POST['message'],
-                                 "email": email,
-                                 "browser": browser,
-                                 "user": username})
-
-    send_mail("MITx Feedback / " + request.POST['subject'],
-              feedback,
-              settings.DEFAULT_FROM_EMAIL,
-              [settings.DEFAULT_FEEDBACK_EMAIL],
-              fail_silently=False
-              )
-    return HttpResponse(json.dumps({'success': True}))
+        ticket_id = zendesk_api.create_ticket(new_ticket)
+    except zendesk.ZendeskError as err:
+        log.error("%s", str(err))
+        return HttpResponse(status=500)
+
+    # Additional information is provided as a private update so the information
+    # is not visible to the user.
+    ticket_update = {"ticket": {"comment": {"public": False, "body": additional_info_string}}}
+    try:
+        zendesk_api.update_ticket(ticket_id, ticket_update)
+    except zendesk.ZendeskError as err:
+        log.error("%s", str(err))
+        # The update is not strictly necessary, so do not indicate failure to the user
+        pass
+
+    return HttpResponse()
 
 
 def info(request):

github-requirements.txt

@@ -5,6 +5,7 @@
 -e git://github.com/edx/django-pipeline.git#egg=django-pipeline
 -e git://github.com/edx/django-wiki.git@e2e84558#egg=django-wiki
 -e git://github.com/dementrock/pystache_custom.git@776973740bdaad83a3b029f96e415a7d1e8bec2f#egg=pystache_custom-dev
+-e git://github.com/eventbrite/zendesk.git@d53fe0e81b623f084e91776bcf6369f8b7b63879#egg=zendesk
 
 # Our libraries:
 -e git+https://github.com/edx/XBlock.git@5ce6f70a#egg=XBlock

lms/envs/aws.py

@@ -80,6 +80,8 @@ META_UNIVERSITIES = ENV_TOKENS.get('META_UNIVERSITIES', {})
 COMMENTS_SERVICE_URL = ENV_TOKENS.get("COMMENTS_SERVICE_URL", '')
 COMMENTS_SERVICE_KEY = ENV_TOKENS.get("COMMENTS_SERVICE_KEY", '')
 CERT_QUEUE = ENV_TOKENS.get("CERT_QUEUE", 'test-pull')
+ZENDESK_URL = ENV_TOKENS.get("ZENDESK_URL")
+FEEDBACK_SUBMISSION_EMAIL = ENV_TOKENS.get("FEEDBACK_SUBMISSION_EMAIL")
 
 ############################## SECURE AUTH ITEMS ###############
 # Secret things: passwords, access keys, etc.
@@ -115,3 +117,6 @@ DATADOG_API = AUTH_TOKENS.get("DATADOG_API")
 # Analytics dashboard server
 ANALYTICS_SERVER_URL = ENV_TOKENS.get("ANALYTICS_SERVER_URL")
 ANALYTICS_API_KEY = AUTH_TOKENS.get("ANALYTICS_API_KEY", "")
+
+ZENDESK_USER = AUTH_TOKENS.get("ZENDESK_USER")
+ZENDESK_API_KEY = AUTH_TOKENS.get("ZENDESK_API_KEY")

lms/envs/common.py

@@ -90,7 +90,10 @@ MITX_FEATURES = {
 
     # Give a UI to show a student's submission history in a problem by the
     # Staff Debug tool.
-    'ENABLE_STUDENT_HISTORY_VIEW': True
+    'ENABLE_STUDENT_HISTORY_VIEW': True,
+
+    # Provide a UI to allow users to submit feedback from the LMS
+    'ENABLE_FEEDBACK_SUBMISSION': False,
 }
 
 # Used for A/B testing
@@ -323,6 +326,14 @@ WIKI_LINK_DEFAULT_LEVEL = 2
 PEARSONVUE_SIGNINPAGE_URL = "https://www1.pearsonvue.com/testtaker/signin/SignInPage/EDX"
 # TESTCENTER_ACCOMMODATION_REQUEST_EMAIL = "exam-help@edx.org"
 
+##### Feedback submission mechanism #####
+FEEDBACK_SUBMISSION_EMAIL = None
+
+##### Zendesk #####
+ZENDESK_URL = None
+ZENDESK_USER = None
+ZENDESK_API_KEY = None
+
 ################################# open ended grading config  #####################
 
 #By setting up the default settings with an incorrect user name and password,
@@ -582,3 +593,4 @@ INSTALLED_APPS = (
     # Discussion forums
     'django_comment_client',
 )
+

lms/urls.py

@@ -116,8 +116,9 @@ urlpatterns = ('',
     # Favicon
     (r'^favicon\.ico$', 'django.views.generic.simple.redirect_to', {'url': '/static/images/favicon.ico'}),
 
+    url(r'^submit_feedback$', 'util.views.submit_feedback_via_zendesk'),
+
     # TODO: These urls no longer work. They need to be updated before they are re-enabled
-    # url(r'^send_feedback$', 'util.views.send_feedback'),
     # url(r'^reactivate/(?P<key>[^/]*)$', 'student.views.reactivation_email'),
 )