I have access to a RT system of an organization with a bunch of tickets. This can be accessed through a URL (the system resides in a virtual machine as a static snapshot of the actual system, this is for me to play with). I’m working on a project where I plan to automate several aspects of this particular system.
As a first step, there is a category called ticket type (1 of 6) for each ticket that gets assigned manually by the ticket handler based on the content of the incoming ticket email. I want to build a classifier to automatically classify the incoming ticket to one of the ticket type categories based on the ticket information which would include metadata of the ticket and contents of the email. Following this, I want to do some more stuff which would involve the entire ticket email chain including response from the user (I’m still working on what I want to do).
As a prerequisite to all this, I need to access all the ticket information (including metadata, all email contents etc.) which I can then parse to build machine learning models to achieve my goals. Essentially, I would like a data dump of the all the tickets in some form of file on disk (any sort of text file would be great). Following this, I could just parse and extract all the data that I need.
I am very new to the RT system (I’ve actually never used it), so I’m not sure how to go about doing this. I know very little about the REST API and I came across this link that seems to suggest that I could use some sort of script to do that for all the tickets. Again I’m not sure how to apply this to get what I want. Since I’m more knowledgeable in Python, I’d like to use an API in Python, although I could use other options if they are easier.
I’m looking for pointers/help/suggestions on how to go about getting data I want in the way I want it and would greatly appreciate any help.