私たちはJiraをバグ追跡に使用し、Gitと統合してバグ修正とバージョニング処理を結びつけることを考えています。バグトラッキングとカスタマーサポートのためのJira？
お客様サポートにもJiraをお勧めしますか？その目的のためにZendeskのような別のシステムを見つけるべきですか？顧客とのチャット機能を可能にするためにHipchatとJiraを統合することは何とか可能ですが、Jiraは扱いにくいですか？あなたの経験は何ですか？
私たちは顧客サポートにJiraを使用していますが、Jiraにはこれに必要な多くの必須機能がないことがわかりました。そういうわけで私たちは多くの変更を行います。
私たちは私たちの選択に非常に満足しています。他のソリューションの代わりにJiraを使用することで、たくさんのお金を節約することができました。ここで
あなたがプログラミングの少しで、JIRAが何かを行うことができますが、他の手のショーで、これが欠けているものを紹介します、私たちが作った主な変更点です:)
注：スクリプト以下の記述はワークフローの移行に付くべきです。スクリプトはJythonを使用して記述されているため、インストールする必要があります。
JIRAが唯一のJIRAユーザーに電子メールを送信し、電子メールで
を問題を作成します。サポートに取り組むすべてのユーザーのユーザーを作成したくないため、代わりに匿名ユーザーを使用し、スクリプトを使用して電子メールを送信しました。
まず、Jiraをcreate issues from emailsに設定します。 [Script Runner pluging]を使用して、顧客の電子メールと名前をカスタムフィールドに保存します。 。コード：
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 protected]>]
# 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 protected]]
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)
顧客issue created通知に
を送る次のスクリプトを使用してメールを送信：new_case.templateの
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._%+-][email protected](?:[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 = '[email protected]'
subject = "["+key+"] Thank You for Contacting Support team"
mail_user = '[email protected]'
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)
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
はISS UEリマインダ - 問題が開かれた時間を保持するために「日付時刻」欄 - 24/36/48時間の通知「オープン以来」というカスタムフィールドを作成し
コード：
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)
JQL：
project = XXX AND status= Open ORDER BY updated ASC, key DESC
のpythonコード：
#!/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 = '[email protected]'
mail_user = '[email protected]'
mail_password = 'password'
toAddr = '[email protected]'
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')
この方法の主な長所は、それは高度にカスタマイズ可能だということで、カスタムフィールドにデータを保存することで、それがされている問題を表示するためのフィルタやレポートを簡単に作成できます長い間開いています。 Escalate - 開発チームに
エスカレート
は、新しいトランジションを作成します。これにより、開発チームに問題が発生し、新しい問題がサポートの問題にリンクされます。 Move to salesから
は、新たな移行をreate
に販売への移行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)
次のポスト機能を追加します。サポートコールの多くはセールスコールとして終了し、問題をセールスチームに移します。次の投稿機能を追加してください：
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)
ありがとう！私はあなたの答えにとても満足しています！ – user2144454
優秀な質問 - 私も答えを見るのが好きです。 – Brandon