Zammad Integration

The Zammad integration component provides the interface for interacting with the Zammad ticketing system. It allows the service to retrieve ticket details and post updates (replies, drafts, notes).

Architecture

The integration is built around an abstract base class BaseZammadClient, which defines the required operations. This allows for multiple implementations of the Zammad interface.

BaseZammadClient

The abstract interface located in zammad-ai/app/zammad/base.py. It defines methods for:

• get_ticket(id): Retrieving a ticket with its articles.
• post_answer(ticket_id, text, internal): Posting a reply or internal note.
• post_shared_draft(ticket_id, text): Saving a draft.

Implementations

ZammadAPIClient (REST API)

Located in zammad-ai/app/zammad/api.py. This is the primary implementation using Zammad's official REST API.

• Authentication: Uses Bearer Token authentication.
• Retries: Uses stamina for robust HTTP request handling with exponential backoff.
• Data Models: Maps Zammad JSON responses to Pydantic models in app.models.zammad.

ZammadEAIClient (Internal EAI)

Located in zammad-ai/app/zammad/eai.py. This is a skeleton implementation intended for integration with internal Enterprise Application Integration (EAI) systems. Currently, it raises NotImplementedError for most methods.

Models

Incoming Zammad data and outgoing requests are validated using Pydantic models defined in zammad-ai/app/models/zammad.py. These models ensure type safety and consistent data structures throughout the application.