PR adds Jira as an option

.pre-commit-config.yaml

@@ -1,5 +1,5 @@
 repos:
 -   repo: https://github.com/ambv/black
-    rev: stable
+    rev: 21.9b0
     hooks:
     - id: black

README.md

@@ -14,7 +14,9 @@ Here is an example of a conversation you can have with this bot:
 - [Rasa Helpdesk Assistant Example](#rasa-helpdesk-assistant-example)
   - [Setup](#setup)
     - [Install the dependencies](#install-the-dependencies)
+    - [Configure endpoints](#configure-endpoints)
     - [Optional: Connect to a ServiceNow instance](#optional-connect-to-a-servicenow-instance)
+    - [Optional: Connect to a Jira Instance](#optional-connect-to-a-jira-instance)
   - [Running the bot](#running-the-bot)
   - [Things you can ask the bot](#things-you-can-ask-the-bot)
   - [Example conversations](#example-conversations)
@@ -49,13 +51,15 @@ pre-commit install
 > With pre-commit installed, the `black` and `doctoc` hooks will run on every `git commit`.
 > If any changes are made by the hooks, you will need to re-add changed files and re-commit your changes.
 
-### Optional: Connect to a ServiceNow instance
+### Configure endpoints
 
-You can run this bot without connecting to a ServiceNow instance, in which case it will
+You can run this bot without connecting to a ServiceNow or Jira instance, in which case it will
 send responses without creating an incident or checking the actual status of one.
-To run the bot  without connecting ServiceNow,
-you don't need to change anything in `actions/snow_credentials.yml`; `localmode` should already be set
-to `true`
+To run the bot  without connecting to ServiceNow or Jira you don't need to change anything 
+in `endpoints.yml`; `helpdesk:  mode:` should already be set to `local`.
+
+When set to `local` (default in the code), it will just take all the data in and message out the information that would normally be sent.
+### Optional: Connect to a ServiceNow instance
 
 If you do want to connect to ServiceNow, you can get your own free Developer instance
 to test this with [here](https://developer.servicenow.com/app.do#!/home)
@@ -68,7 +72,22 @@ To connect to your ServiceNow developer instance, configure the following in `ac
 
 - `snow_pw` - The password of the service account for the ServiceNow developer instance
 
-- `localmode` -  Whether the action server should **not** try to reach out to a `snow_instance` based on the credentials in `actions/snow_credentials.yml`. When set to `True` (default in the code), it will just take all the data in and message out the information that would normally be sent.
+In `endpoints.yml` configure `helpdesk:  mode:` to `snow`.
+
+### Optional: Connect to a Jira Instance
+
+If you want to connect to Jira Service Management, you can setup a free limited instance [here](https://www.atlassian.com/software/jira/service-management/free)
+
+To connect to your Jira instance, configure the following in `actions/jira_credentials.yml`:
+- `jira_user` - This is the email of the admin account for the Jira instance
+
+- `jira_token` - This is the API Token for your Jira instance. Get it [here](https://id.atlassian.com/manage-profile/security/api-tokens)
+
+- `jira_url` - The url for the Jira instance. Should be in the form https://your-domain.atlassian.net
+
+- `project: id` - The id for your project. Can be found using the API https://your-domain.atlassian.net/rest/api/3/project
+
+In `endpoints.yml` configure `helpdesk:  mode:` to `jira`.
 
 ## Running the bot
 
@@ -80,7 +99,7 @@ Then, to run, first set up your action server in one terminal window:
 rasa run actions
 ```
 
-In another window, run the duckling server (for entity extraction):
+In another window, run the duckling server (for netentity extraction):
 
 ```bash
 docker run -p 8000:8000 rasa/duckling
@@ -122,7 +141,7 @@ If configured, the bot can also hand off to another bot in response to the user
 
 ## Example conversations
 
-With `localmode=true`:
+With `helpdesk:  mode: local`:
 
 ```
 Bot loaded. Type a message and press enter (use '/stop' to exit):
@@ -158,7 +177,7 @@ Your input ->  Yes please
     The most recent incident for [email protected] is currently awaiting triage
 ```
 
-With `localmode=false`:
+With `helpdesk:  mode: snow`:
 
 With a Service Now instance connected, it will check if the email address is in the instance database and provide an incident number for the final response:
 

actions/actions.py

@@ -5,16 +5,29 @@
 from rasa_sdk.forms import FormValidationAction
 from rasa_sdk.events import AllSlotsReset, SlotSet
 from actions.snow import SnowAPI
+from actions.jira_actions import JiraAPI
 import random
-
+import ruamel.yaml
+import pathlib
 
 logger = logging.getLogger(__name__)
 vers = "vers: 0.1.0, date: Apr 2, 2020"
 logger.debug(vers)
 
-snow = SnowAPI()
-localmode = snow.localmode
-logger.debug(f"Local mode: {snow.localmode}")
+here = pathlib.Path(__file__).parent.absolute()
+endpoint_config = (
+    ruamel.yaml.safe_load(open(f"{here.parent}/endpoints.yml", "r")) or {}
+)
+mode = endpoint_config.get("helpdesk").get("mode")
+if mode == "jira":
+    jira = JiraAPI()
+    print(mode)
+
+if mode == "snow":
+    snow = SnowAPI()
+    print(mode)
+
+logger.debug(f"mode: {mode}")
 
 
 class ActionAskEmail(Action):
@@ -28,7 +41,9 @@ def run(
         domain: Dict[Text, Any],
     ) -> List[Dict]:
         if tracker.get_slot("previous_email"):
-            dispatcher.utter_message(template=f"utter_ask_use_previous_email",)
+            dispatcher.utter_message(
+                template=f"utter_ask_use_previous_email",
+            )
         else:
             dispatcher.utter_message(template=f"utter_ask_email")
         return []
@@ -46,11 +61,16 @@ def _validate_email(
     elif isinstance(value, bool):
         value = tracker.get_slot("previous_email")
 
-    if localmode:
-        return {"email": value}
+    if mode == "snow":
+        results = snow.email_to_sysid(value)
+        caller_id = results.get("caller_id")
+
+    elif mode == "jira":
+        results = jira.email_to_sysid(value)
+        caller_id = results.get("account_id")
 
-    results = snow.email_to_sysid(value)
-    caller_id = results.get("caller_id")
+    else:  # localmode
+        return {"email": value}
 
     if caller_id:
         return {"email": value, "caller_id": caller_id}
@@ -85,11 +105,22 @@ def validate_priority(
     ) -> Dict[Text, Any]:
         """Validate priority is a valid value."""
 
-        if value.lower() in snow.priority_db():
-            return {"priority": value}
+        if mode == "jira":
+            if value.lower() in jira.priority_db():
+                return {"priority": value}
+            else:
+                dispatcher.utter_message(template="utter_no_priority")
+                return {"priority": None}
+
+        elif mode == "snow":  # handles local mode and snow
+            if value.lower() in snow.priority_db():
+                return {"priority": value}
+            else:
+                dispatcher.utter_message(template="utter_no_priority")
+                return {"priority": None}
+
         else:
-            dispatcher.utter_message(template="utter_no_priority")
-            return {"priority": None}
+            return {"priority": value}
 
 
 class ActionOpenIncident(Action):
@@ -118,15 +149,15 @@ def run(
             )
             return [AllSlotsReset(), SlotSet("previous_email", email)]
 
-        if localmode:
+        if mode == "local":
             message = (
                 f"An incident with the following details would be opened "
                 f"if ServiceNow was connected:\n"
                 f"email: {email}\n"
                 f"problem description: {problem_description}\n"
                 f"title: {incident_title}\npriority: {priority}"
             )
-        else:
+        elif mode == "snow":
             snow_priority = snow.priority_db().get(priority)
             response = snow.create_incident(
                 description=problem_description,
@@ -147,6 +178,28 @@ def run(
                     f"Something went wrong while opening an incident for you. "
                     f"{response.get('error')}"
                 )
+        elif mode == "jira":
+            jira_priority = jira.priority_db().get(priority)
+            response = jira.create_incident(
+                description=problem_description,
+                short_description=incident_title,
+                priority=jira_priority,
+                email=email,
+            )
+            # TODO Need to test. Might need a try catch around this. If the email returns an error, the response won't be an object with id function.
+            incident_number = response.id
+            print(incident_number)
+            if incident_number:
+                message = (
+                    f"Successfully opened up incident {incident_number} "
+                    f"for you. Someone will reach out soon."
+                )
+            else:
+                message = (
+                    f"Something went wrong while opening an incident for you. "
+                    f"{response.get('error')}"
+                )
+
         dispatcher.utter_message(message)
         return [AllSlotsReset(), SlotSet("previous_email", email)]
 
@@ -177,7 +230,7 @@ def run(
         domain: Dict[Text, Any],
     ) -> List[Dict]:
         """Look up all incidents associated with email address
-           and return status of each"""
+        and return status of each"""
 
         email = tracker.get_slot("email")
 
@@ -187,13 +240,13 @@ def run(
             "On Hold": "has been put on hold",
             "Closed": "has been closed",
         }
-        if localmode:
+        if mode == "local":
             status = random.choice(list(incident_states.values()))
             message = (
                 f"Since ServiceNow isn't connected, I'm making this up!\n"
                 f"The most recent incident for {email} {status}"
             )
-        else:
+        elif mode == "snow":
             incidents_result = snow.retrieve_incidents(email)
             incidents = incidents_result.get("incidents")
             if incidents:
@@ -209,6 +262,18 @@ def run(
 
             else:
                 message = f"{incidents_result.get('error')}"
+        elif mode == "jira":
+            incidents_result = jira.retrieve_incidents(email)
+            if incidents_result:
+                message = "\n".join(
+                    [
+                        f"Incident {i}: "
+                        f'{incidents_result["incidents"][i]["summary"]} '
+                        f'opened on {incidents_result["incidents"][i]["created_on"]} '
+                        f'Status: {incidents_result["incidents"][i]["status"]} '
+                        for i in incidents_result["incidents"]
+                    ]
+                )
 
         dispatcher.utter_message(message)
         return [AllSlotsReset(), SlotSet("previous_email", email)]

actions/jira_actions.py

@@ -0,0 +1,110 @@
+import logging
+import pathlib
+import ruamel.yaml
+from typing import Dict, Text, Any
+from jira import (
+    JIRA,
+)
+from jira.resources import Customer, Priority, User
+
+logger = logging.getLogger(__name__)
+
+cred_path = str(pathlib.Path(__file__).parent.absolute())
+
+
+class JiraAPI(object):
+    def __init__(self):
+        jira_config = (
+            ruamel.yaml.safe_load(
+                open(f"{cred_path}/jira_credentials.yml", "r")
+            )
+            or {}
+        )
+
+        self.jira_user = jira_config.get("jira_user")
+        self.jira_token = jira_config.get("jira_token")
+        self.jira_url = jira_config.get("jira_url")
+        self.project = jira_config.get("project")
+        self.jira_obj = JIRA(
+            self.jira_url, basic_auth=(self.jira_user, self.jira_token)
+        )
+
+    def email_to_sysid(self, email) -> Dict[Text, Any]:
+        result = {}
+        email_result = self.jira_obj.search_users(
+            None, 0, 10, True, False, email
+        )
+        num_records = len(email_result)
+        if num_records == 1:
+            result["account_id"] = vars(email_result[0]).get("accountId")
+        else:
+            result["account_id"] = []
+            result["error"] = (
+                f"Could not retreive account id;  "
+                f"{num_records} records found for email {email}"
+            )
+
+        return result
+
+    def retrieve_incidents(self, email) -> Dict[Text, Any]:
+        result = {}
+        incidents = {}
+        email_result = self.email_to_sysid(email)
+        account_id = email_result.get("account_id")
+        issues = self.jira_obj.search_issues(
+            f"reporter in ({account_id}) order by created DESC"
+        )
+        if account_id:
+            for issue in issues:
+                incidents[issue.key] = {
+                    "summary": issue.fields.summary,
+                    "created_on": issue.fields.created,
+                    "status": issue.fields.status.name,
+                }
+        elif isinstance(issues, list):
+            result["error"] = f"No incidents on record for {email}"
+
+        result["account_id"] = account_id
+        result["incidents"] = incidents
+        return result
+
+    def create_incident(
+        self, description, short_description, priority, email
+    ) -> Dict[Text, Any]:
+        project = self.project
+        email_result = self.email_to_sysid(email)
+        account_id = email_result.get("account_id")
+        if account_id:
+            result = self.jira_obj.create_issue(
+                project=project,
+                summary=short_description,
+                description=description,
+                issuetype={"id": "10002"},
+                priority={"id": priority},
+                reporter={"accountId": account_id},
+            )
+        else:
+            result = email_result.get("error")
+
+        return result
+
+    def delete_issue(self, issue_id):
+        issue = self.jira_obj.issue(issue_id)
+        issue.delete()
+        return
+
+    def change_priority(self, issue_id, priority):
+        issue = self.jira_obj.issue(issue_id)
+        issue.update(priority={"id": priority})
+
+    def assigned_issues(self, account_id):
+        issues = self.jira_obj.search_issues(
+            f"assignee = {account_id} ORDER BY priority"
+        )
+        return issues
+
+    @staticmethod
+    def priority_db() -> Dict[str, int]:
+        """Database of supported priorities"""
+        priorities = {"low": "4", "medium": "3", "high": "2"}
+        return priorities

actions/jira_credentials.yml

@@ -0,0 +1,6 @@
+#jira_user: YOUR_EMAIL 
+#jira_token: YOUR_API_TOKEN
+#jira_url: YOUR_URL
+#project: 
+#  id : 'PROJECT_ID'
+

actions/snow_credentials.yml

@@ -1,4 +1,3 @@
 # snow_instance: "dev97377.service-now.com"
 # snow_user: "admin"
 # snow_pw: "mySnowinstance1"
-# localmode: false