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我们正在考虑使用 Jira 进行错误跟踪,并将其与 Git 集成以将错误修复与版本处理联系起来。
您是否也推荐 Jira 用于客户支持,还是我们应该为此寻找另一个系统,例如 Zendesk?我知道有可能以某种方式将 Hipchat 与 Jira 集成以启用与客户的聊天功能,但 Jira 是否太复杂,客户服务无法处理?你的经验是什么?
最佳答案
我们使用 Jira 来提供客户支持,但我们发现 Jira 缺少为此所需的许多必备功能。这就是我们做出许多改变的原因。
总而言之,我们对自己的选择感到非常满意,并且通过使用 Jira 而不是其他解决方案,我们设法节省了大量资金。
这是我们所做的主要更改,这将向您展示缺少的内容,而另一方面向您展示通过一点点编程,Jira 可以做任何事情:)
注意:下面编写的脚本应附加到工作流转换。脚本是使用 Jython
编写的,所以需要安装才能使用。
通过电子邮件创建问题
Jira 仅向 Jira 用户发送电子邮件。由于我们不想为处理支持的每个人都创建一个用户,因此我们改用匿名用户,并使用脚本向他们发送电子邮件。
首先,将 Jira 设置为 create issues from emails .比,使用 Script Runner pluging将客户的电子邮件和姓名保存到自定义字段。 .代码:
from com.atlassian.jira import ComponentManager
import re
cfm = ComponentManager.getInstance().getCustomFieldManager()
# read issue description
description = issue.getDescription()
if (description is not None) and ('Created via e-mail received from' in description):
# extract email and name:
if ('<' in description) and ('>' in description):
# pattern [Created via e-mail received from: name <email@company.com>]
# split it to a list
description_list = re.split('<|>|:',description)
list_length = len(description_list)
for index in range(list_length-1, -1, -1):
if '@' in description_list[index]:
customer_email = description_list[index]
customer_name = description_list[index - 1]
break
else:
# pattern [Created via e-mail received from: email@company.com]
customer_name = "Sir or Madam"
# split it to a list
description_list = re.split(': |]',description)
list_length = len(description_list)
for index in range(list_length-1, -1, -1):
if '@' in description_list[index]:
customer_email = description_list[index]
break
# if the name isn't in the right form, switch it's places:
if (customer_name[0] == '"') and (customer_name[-1] == '"') and (',' in customer_name):
customer_name = customer_name[1:-1]
i = customer_name.index(',')
customer_name = customer_name[i+2:]+" "+customer_name[:i]
# insert data to issue fields
issue.setCustomFieldValue(cfm.getCustomFieldObject("customfield_10401"),customer_email)
issue.setCustomFieldValue(cfm.getCustomFieldObject("customfield_10108"),customer_name)
issue created
通知
import smtplib,email
from smtplib import SMTP
from email.MIMEMultipart import MIMEMultipart
from email.MIMEBase import MIMEBase
from email.MIMEText import MIMEText
from email import Encoders
import os
import re
from com.atlassian.jira import ComponentManager
customFieldManager = ComponentManager.getInstance().getCustomFieldManager()
cfm = ComponentManager.getInstance().getCustomFieldManager()
# read needed fields from the issue
key = issue.getKey()
#status = issue.getStatusObject().name
summary = issue.getSummary()
project = issue.getProjectObject().name
# read customer email address
toAddr = issue.getCustomFieldValue(cfm.getCustomFieldObject("customfield_10401"))
# send mail only if a valid email was entered
if (toAddr is not None) and (re.match('[A-Za-z0-9._%+-]+@(?:[A-Za-z0-9-]+\.)+[A-Za-z]{2,4}',toAddr)):
# read customer name
customerName = issue.getCustomFieldValue(cfm.getCustomFieldObject("customfield_10108"))
# read template from the disk
template_file = 'new_case.template'
f = open(template_file, 'r')
htmlBody = ""
for line in f:
line = line.replace('$$CUSTOMER_NAME',customerName)
line = line.replace('$$KEY',key)
line = line.replace('$$PROJECT',project)
line = line.replace('$$SUMMARY',summary)
htmlBody += line + '<BR>'
smtpserver = 'smtpserver.com'
to = [toAddr]
fromAddr = 'jira@email.com'
subject = "["+key+"] Thank You for Contacting Support team"
mail_user = 'jira@email.com'
mail_password = 'password'
# create html email
html = '<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" '
html +='"http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd"><html xmlns="http://www.w3.org/1999/xhtml">'
html +='<body style="font-size:12px;font-family:Verdana">'
html +='<p align="center"><img src="http://path/to/company_logo.jpg" alt="logo"></p> '
html +='<p>'+htmlBody+'</p>'
html +='</body></html>'
emailMsg = email.MIMEMultipart.MIMEMultipart('alternative')
emailMsg['Subject'] = subject
emailMsg['From'] = fromAddr
emailMsg['To'] = ', '.join(to)
emailMsg.attach(email.mime.text.MIMEText(html,'html'))
# Send the email
s = SMTP(smtpserver) # ip or domain name of smtp server
s.login(mail_user, mail_password)
s.sendmail(fromAddr, [to], emailMsg.as_string())
s.quit()
# add sent mail to comments
cm = ComponentManager.getInstance().getCommentManager()
email_body = htmlBody.replace('<BR>','\n')
cm.create(issue,'anonymous','Email was sent to the customer ; Subject: '+subject+'\n'+email_body,False)
new_case.template
的内容:
Dear $$CUSTOMER_NAME,
Thank you for contacting support team.
We will address your case as soon as possible and respond with a solution very quickly.
Issue key $$KEY has been created as a reference for future correspondence.
If you need urgent support please refer to our Frequently Asked Questions page at http://www.example.com/faq.
Thank you,
Support Team
Issue key: $$KEY
Issue subject: $$PROJECT
Issue summary: $$SUMMARY
from com.atlassian.jira import ComponentManager
from datetime import datetime
opend_since_field = "customfield_10001"
# get opened since custom field:
cfm = ComponentManager.getInstance().getCustomFieldManager()
# get current time
currentTime = datetime.today()
# save current time
issue.setCustomFieldValue(cfm.getCustomFieldObject(opend_since_field),currentTime)
project = XXX AND status= Open ORDER BY updated ASC, key DESC
#!/usr/bin/python
# Refer to the XML-RPC Javadoc to see what calls are available:
# http://docs.atlassian.com/software/jira/docs/api/rpc-jira-plugin/latest/com/atlassian/jira/rpc/xmlrpc/XmlRpcService.html
# /home/issues_reminder.py
import xmlrpclib
import time
from time import mktime
from datetime import datetime
from datetime import timedelta
import smtplib,email
from smtplib import SMTP
from email.MIMEMultipart import MIMEMultipart
from email.MIMEBase import MIMEBase
from email.MIMEText import MIMEText
from email import Encoders
# Jira connction info
server = 'https://your.jira.com/rpc/xmlrpc'
user = 'user'
password = 'password'
filter = '10302' # Filter ID
# Email definitions
smtpserver = 'mail.server.com'
fromAddr = 'support@your.jira.com'
mail_user = 'jira_admin@your.domain.com'
mail_password = 'password'
toAddr = 'support@your.domain.com'
mysubject = "hrs Issue notification!!!"
opend_since_field = "customfield_10101"
COMMASPACE = ', '
def email_issue(issue,esc_time):
# create html email
subject = '['+issue+'] '+esc_time+mysubject
html = '<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" '
html +='"http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd"><html xmlns="http://www.w3.org/1999/xhtml">'
html +='<body style="font-size:12px;font-family:Verdana">'
html +='<p align="center"><img src="your_logo.jpg" alt="logo" height="43" width="198"></p> '
html +='<p> The issue ['+issue+'] is open for over '+esc_time+' hours.</p>'
html +='<p> A link to view the issue: https://your.jira.com/browse/'+issue+'.</p>'
html +='<BR><p> This is an automated email sent from Jira.</p>'
html +='</body></html>'
emailMsg = email.MIMEMultipart.MIMEMultipart('alternative')
emailMsg['Subject'] = subject
emailMsg['From'] = fromAddr
emailMsg['To'] = toAddr
emailMsg.attach(MIMEText(html, 'html'))
# Send the email
emailserver = SMTP(smtpserver) # ip or domain name of smtp server
emailserver.login(mail_user, mail_password)
emailserver.sendmail(fromAddr, [toAddr], emailMsg.as_string())
emailserver.quit()
return
s = xmlrpclib.ServerProxy(server)
auth = s.jira1.login(user, password)
esc12List = []
esc24List = []
esc48List = []
issues = s.jira1.getIssuesFromFilter(auth, filter)
print "Modifying issue..."
for issue in issues:
creation = 0;
# get open since time
for customFields in issue['customFieldValues']:
if customFields['customfieldId'] == opend_since_field :
print "found field!"+ customFields['values']
creation = customFields['values']
if (creation == 0):
creation = issue['created']
print "field not found"
creationTime = datetime.fromtimestamp(mktime(time.strptime(creation, '%d/%b/%y %I:%M %p')))
currentTime = datetime.fromtimestamp(mktime(time.gmtime()))
delta = currentTime - creationTime
esc12 = timedelta(hours=12)
esc24 = timedelta(hours=24)
esc48 = timedelta(hours=48)
print "\nchecking issue "+issue['key']
if (delta < esc12):
print "less than 12 hours"
print "not updating"
continue
if (delta < esc24):
print "less than 24 hours"
for customFields in issue['customFieldValues']:
if customFields['customfieldId'] == 'customfield_10412':
if customFields['values'] == '12h':
print "not updating"
break
else:
print "updating !!!"
s.jira1.updateIssue(auth, issue['key'], {"customfield_10412": ["12h"]})
esc12List.append(issue['key'])
break
continue
if (delta < esc48):
print "less than 48 hours"
for customFields in issue['customFieldValues']:
if customFields['customfieldId'] == 'customfield_10412':
if customFields['values'] == '24h':
print "not updating"
break
else:
print "updating !!!"
s.jira1.updateIssue(auth, issue['key'], {"customfield_10412": ["24h"]})
esc24List.append(issue['key'])
break
continue
print "more than 48 hours"
for customFields in issue['customFieldValues']:
if customFields['customfieldId'] == 'customfield_10412':
if customFields['values'] == '48h':
print "not updating"
break
else:
print "updating !!!"
s.jira1.updateIssue(auth, issue['key'], {"customfield_10412": ["48h"]})
esc48List.append(issue['key'])
break
for key in esc12List:
email_issue(key,'12')
for key in esc24List:
email_issue(key,'24')
for key in esc48List:
email_issue(key,'48')
Escalate
.这将为开发团队创建一个问题,并将新问题链接到支持问题。添加以下帖子功能:
from com.atlassian.jira.util import ImportUtils
from com.atlassian.jira import ManagerFactory
from com.atlassian.jira.issue import MutableIssue
from com.atlassian.jira import ComponentManager
from com.atlassian.jira.issue.link import DefaultIssueLinkManager
from org.ofbiz.core.entity import GenericValue;
# get issue objects
issueManager = ComponentManager.getInstance().getIssueManager()
issueFactory = ComponentManager.getInstance().getIssueFactory()
authenticationContext = ComponentManager.getInstance().getJiraAuthenticationContext()
issueLinkManager = ComponentManager.getInstance().getIssueLinkManager()
customFieldManager = ComponentManager.getInstance().getCustomFieldManager()
userUtil = ComponentManager.getInstance().getUserUtil()
projectMgr = ComponentManager.getInstance().getProjectManager()
customer_name = customFieldManager.getCustomFieldObjectByName("Customer Name")
customer_email = customFieldManager.getCustomFieldObjectByName("Customer Email")
escalate = customFieldManager.getCustomFieldObjectByName("Escalate to Development")
if issue.getCustomFieldValue(escalate) is not None:
# define issue
issueObject = issueFactory.getIssue()
issueObject.setProject(projectMgr.getProject(10000))
issueObject.setIssueTypeId("1") # bug
# set subtask attributes
issueObject.setSummary("[Escalated from support] "+issue.getSummary())
issueObject.setAssignee(userUtil.getUserObject("nadav"))
issueObject.setReporter(issue.getAssignee())
issueObject.setDescription(issue.getDescription())
issueObject.setCustomFieldValue(customer_name, issue.getCustomFieldValue(customer_name)+" "+issue.getCustomFieldValue(customer_email))
issueObject.setComponents(issue.getComponents())
# Create subtask
subTask = issueManager.createIssue(authenticationContext.getUser(), issueObject)
# Link parent issue to subtask
issueLinkManager.createIssueLink(issueObject.getId(),issue.getId(),10003,1,authenticationContext.getUser())
# Update search indexes
ImportUtils.setIndexIssues(True);
ComponentManager.getInstance().getIndexManager().reIndex(subTask)
ImportUtils.setIndexIssues(False)
Move to sales
.许多支持电话最终都是销售电话,这会将问题转移到销售团队。添加以下帖子功能:
from com.atlassian.jira.util import ImportUtils
from com.atlassian.jira.issue import MutableIssue
from com.atlassian.jira import ComponentManager
customFieldManager = ComponentManager.getInstance().getCustomFieldManager()
userUtil = ComponentManager.getInstance().getUserUtil()
issue.setStatusId("1");
issue.setAssignee(userUtil.getUserObject("John"))
issue.setSummary("[Moved from support] "+issue.getSummary())
issue.setProjectId(10201);
issue.setIssueTypeId("35");
ImportUtils.setIndexIssues(True);
ComponentManager.getInstance().getIndexManager().reIndex(issue)
ImportUtils.setIndexIssues(False)
# add to comments
from time import gmtime, strftime
time = strftime("%d-%m-%Y %H:%M:%S", gmtime())
cm = ComponentManager.getInstance().getCommentManager()
currentUser = ComponentManager.getInstance().getJiraAuthenticationContext().getUser().toString()
cm.create(issue,currentUser,'Email was moved to Sales at '+time,False)
关于Jira 用于错误跟踪和客户支持?,我们在Stack Overflow上找到一个类似的问题: https://stackoverflow.com/questions/15272864/
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