Jira per bug tracking e assistenza clienti?

Question

Stiamo pensando di utilizzare Jira per il bug tracking e integrarlo con Git per connettere correzioni di bug con la gestione delle versioni.

Raccomanda Jira anche per l'assistenza clienti o dovremmo trovare un altro sistema come Zendesk per tale scopo? So che è possibile in qualche modo integrare ad esempio Hipchat con Jira per abilitare la funzionalità di chat con i clienti ma Jira è troppo complessa per il servizio clienti da gestire? Qual è la tua esperienza?

Answer 1

Utilizziamo Jira per l'assistenza clienti, ma abbiamo scoperto che a Jira mancano molte funzioni indispensabili necessarie. è per questo che apportiamo molti cambiamenti.

Tutti e tutti, siamo molto contenti della nostra scelta e siamo riusciti a risparmiare un sacco di soldi utilizzando Jira anziché altre soluzioni.

Ecco i principali cambiamenti che abbiamo fatto, questo vi mostrerà ciò che manca, mentre d'altra parte si dimostrare che con un po 'di programmazione, Jira può fare nulla :)

Nota: Gli script scritto di seguito dovrebbe essere collegato a una transizione del flusso di lavoro. Gli script sono scritti usando Jython, quindi è necessario installarlo per usarlo.

Creare problemi tramite e-mail

Jira invia solo messaggi di posta elettronica per gli utenti Jira. Dal momento che non volevamo creare un utente per ogni persona che si rivolgeva al supporto, abbiamo utilizzato invece utenti anonimi e utilizzato script per inviarli via email.

Innanzitutto, impostare Jira su create issues from emails. Quindi, utilizzare Script Runner pluging per salvare le e-mail e i nomi dei clienti nel campo personalizzato. . Codice:

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) 

Invia cliente issue created notifica

inviare la posta utilizzando il seguente script:

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) 

contenuto di new_case.template:

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 

Iss ue promemoria - aperto a 24/36/48 ore notifiche

• Creato un campo personalizzato chiamato "Aperto dal" - un campo 'Data Ora' a tenere il tempo il problema è stato aperto.
• Creato un campo personalizzato chiamato "Notifica" - un campo di sola lettura.
• Utilizzando lo Script Runner pluging, ho creato una funzione di post e l'ho posizionata su ogni transizione andando allo stato 'Apri'. Questo è per mantenere il tempo di apertura del problema.

il codice:

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) 

• Ho creato un nuovo filtro per ottenere l'elenco dei problemi che sono aperti per più di 24 ore:

JQL:

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

• Infine, ho utilizzato il Jira remote API - il metodo XML-RPC per scrivere uno script python pianificato per l'esecuzione ogni 5 minuti. Lo script legge tutti gli emessi dal filtro, trascina tutti quelli che hanno uno stato "Aperto" per oltre 24 ore/36 ore/48 ore, invia un'email di promemoria e li contrassegna come notifica, quindi verrà visualizzato un solo promemoria di ciascun tipo inviato.

Il codice python:

#!/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') 

I principali vantaggi di questo metodo è che è altamente personalizzabile, e salvando i dati a campi personalizzati è facile creare filtri e report per mostrare i problemi che sono stati aperto per molto tempo.

escalation al team di sviluppo

Crea una nuova transizione - Escalate. Ciò creerà un problema per il team di sviluppo e collegherà il nuovo problema al problema del supporto. Aggiungere la seguente funzione posta:

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) 

Trasferirsi in vendita

Reate una nuova transizione - Move to sales. Molte chiamate di supporto finiscono come una chiamata di vendita, questo trasferirà il problema al team di vendita. Aggiungi la seguente funzione:

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)