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问用于bug跟踪和客户支持的Jira？
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Stack Overflow用户

提问于 2013-03-07 13:47:59

回答 1查看 3.5K关注 0票数 8

我们正在考虑使用Jira进行bug跟踪，并将其与Git集成，以便将bug修复与版本处理连接起来。

您是否也推荐Jira作为客户支持，或者我们是否应该找到另一个系统，例如，Zendesk？我知道，可以以某种方式将Hipchat与Jira集成，以启用与客户的聊天功能，但Jira是否过于复杂，以至于客户服务无法处理？你有什么经验？

zendesk

jira

jira-plugin

回答 1

Stack Overflow用户

发布于 2013-03-12 19:03:37

我们使用Jira作为客户支持，但我们发现Jira缺少了许多必须具备的特性。这就是为什么我们要做很多改变。

总之，我们非常高兴我们的选择，我们设法节省了很多钱，使用吉拉而不是其他解决方案。

下面是我们所做的主要更改，这将向您展示所缺少的内容，而另一方面，向您展示一点编程，Jira可以做任何事情:)

注意:下面写的脚本应该附加到工作流转换中。脚本是使用Jython编写的，因此需要安装才能使用它。

通过电子邮件创建问题

Jira只向Jira用户发送电子邮件。由于我们不想为每个处理支持的人创建一个用户，所以我们使用匿名用户，并使用脚本向他们发送电子邮件。

首先，将Jira设置为从电子邮件中产生问题。使用脚本运行程序插件将客户的电子邮件和名称保存到自定义字段。。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 notification 发送客户

使用以下脚本发送邮件：

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含量

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

发布提示-开放供24/36/48小时通知

创建了一个自定义字段，名为“开始打开”--一个“日期时间”字段，用于保存问题已打开的时间。
创建了一个名为“通知”的自定义字段--只读文本字段。
使用脚本运行程序插件，我创建了一个后置函数，并将其放置在每个过渡到“打开”状态的位置上。这是为了保持问题的开始时间。

守则：

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)

我已经创建了一个新的过滤器来获取问题列表，这些问题在24小时内都是开放的：

JQL：

project = XXX AND status= Open ORDER BY updated ASC, key DESC

最后，我使用了Jira远程API -- XML-RPC方法来编写按计划每5分钟运行一次的python脚本。脚本从过滤器中读取所有发出的信息，提取所有在24小时/36h/48h以上处于“开放”状态的人，发送一封提醒邮件，并将其标记为已通知的，因此每种类型的提醒将只发送一次。

python代码：

#!/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')

这种方法的主要优点是它具有高度的可定制性，通过将数据保存到自定义字段，很容易创建过滤器和报告来显示已经打开了很长时间的问题。

升级为开发团队

创建一个新的转换- Escalate。这将为开发团队创建一个问题，并将新问题与支持问题联系起来。增加以下员额职能：

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)

转到销售

完成一个新的过渡-- Move to sales。许多支持电话最终成为销售电话，这将把问题转移到销售团队。增加以下员额职能：

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)

票数 17

页面原文内容由Stack Overflow提供。腾讯云小微IT领域专用引擎提供翻译支持

原文链接：

https://stackoverflow.com/questions/15272864

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