Getting the Most Out of Service Management (2023)

import com.atlassian.jira.component.ComponentAccessorimport com.atlassian.jira.config.properties.JiraPropertiesimport com.atlassian.jira.issue.CustomFieldManagerimport com.atlassian.jira.issue.MutableIssueimport com.onresolve.scriptrunner.runner.customisers.ContextBaseScriptimport groovy.sql.Sqlimport groovy.transform.BaseScriptimport groovyx.net.http.ContentTypeimport groovyx.net.http.HTTPBuilderimport groovyx.net.http.Methodimport org.apache.http.HttpRequestimport org.apache.http.HttpRequestInterceptorimport org.apache.http.protocol.HttpContextimport java.sql.Driverimport java.sql.Timestampimport java.text.SimpleDateFormatdef http = new HTTPBuilder("https://marketplace.atlassian.com")def jiraProperties = ComponentAccessor.getComponent(JiraProperties)/** * system properties defined like -Dplugin.marketplace.basic.auth.credential=user@example.com:password */def cred = jiraProperties.getProperty("plugin.marketplace.basic.auth.credential")def dbPassword = jiraProperties.getProperty("plugin.marketplace.database.password")if (!cred) { log.warn("Set plugin.marketplace.database.password as system prop")}http.client.addRequestInterceptor(new HttpRequestInterceptor() { void process(HttpRequest httpRequest, HttpContext httpContext) { httpRequest.addHeader("Authorization", "Basic " + cred.bytes.encodeBase64().toString()) }})@BaseScript ContextBaseScript baseScriptdef issue = getIssueOrDefault("SD-12") as MutableIssuedef customFieldManager = ComponentAccessor.getComponent(CustomFieldManager)def senCf = customFieldManager.getCustomFieldObjectByName("SEN")def sen = issue.getCustomFieldValue(senCf) as String// note: all the following fields shown here are required - see comment for type // <1>def licenceTypeCf = customFieldManager.getCustomFieldObjectByName("Licence Type") // short textdef licenceSizeCf = customFieldManager.getCustomFieldObjectByName("Licence Size") // short textdef licensedProductCf = customFieldManager.getCustomFieldObjectByName("Licensed Product") // short textdef licensee = customFieldManager.getCustomFieldObjectByName("Licensee") // short textdef mainStartDateCf = customFieldManager.getCustomFieldObjectByName("Maintenance Start Date") // datedef mainEndDateCf = customFieldManager.getCustomFieldObjectByName("Maintenance End Date") // datetry { if (!sen.startsWith("SEN-L")) { def response = http.request(Method.GET, ContentType.JSON) { uri.path = "/rest/1.0/vendors/81/sales" uri.query = [limit: 1, "sort-by": "date", order: "desc", q: sen] } def dateFormat = new SimpleDateFormat("yyyy-MM-dd") def licence = response.sales.find { it.licenseId == sen } as Map if (licence) { issue.setCustomFieldValue(licenceTypeCf, licence.licenseType) issue.setCustomFieldValue(licenceSizeCf, licence.licenseSize) issue.setCustomFieldValue(licensee, licence.organisationName) issue.setCustomFieldValue(licensedProductCf, licence.pluginKey) issue.setCustomFieldValue(mainStartDateCf, new Timestamp(dateFormat.parse(licence.maintenanceStartDate as String).time)) issue.setCustomFieldValue(mainEndDateCf, new Timestamp(dateFormat.parse(licence.maintenanceEndDate as String).time)) } else { // couldn't find licence } }

}catch (any) { log.warn("Failed to get SEN details", any)}

import com.atlassian.fugue.Optionimport com.atlassian.jira.component.ComponentAccessorimport com.atlassian.jira.issue.ModifiedValueimport com.atlassian.jira.issue.MutableIssueimport com.atlassian.jira.issue.util.DefaultIssueChangeHolderimport com.atlassian.servicedesk.api.ServiceDeskManagerimport com.atlassian.servicedesk.api.organization.OrganizationServiceimport com.atlassian.servicedesk.api.organization.OrganizationsQueryimport com.atlassian.servicedesk.api.util.paging.LimitedPagedRequestimport com.atlassian.servicedesk.api.util.paging.LimitedPagedRequestImplimport com.onresolve.scriptrunner.runner.customisers.PluginModuleimport com.onresolve.scriptrunner.runner.customisers.WithPlugin@WithPlugin("com.atlassian.servicedesk")@PluginModuleServiceDeskManager serviceDeskManager@PluginModuleOrganizationService organizationServiceMutableIssue issue = issuedef currentUser = ComponentAccessor.getJiraAuthenticationContext().getLoggedInUser()def serviceDeskProject = serviceDeskManager.getServiceDeskForProject(issue.projectObject)// if the project is not a Service Desk one then do nothingif (serviceDeskProject.isLeft()) { log.error "${serviceDeskProject?.left()?.get()}" return}def serviceDeskId = serviceDeskProject?.right()?.get()?.id as Integer// get the available organizations for that projectdef organizationsQuery = new OrganizationsQuery() { @Override Option<Integer> serviceDeskId() { return new Option.Some<Integer>(serviceDeskId) } @Override LimitedPagedRequest pagedRequest() { return new LimitedPagedRequestImpl(0, 50, 100) }}// get all the organizations configured for that projectdef organizationsToAdd = organizationService.getOrganizations(currentUser, organizationsQuery)?.right()?.get()?.results// get the Organizations custom fielddef cf = ComponentAccessor.getCustomFieldManager().getCustomFieldObjectByName("Organizations")// finally update the organizations custom fieldcf.updateValue(null, issue, new ModifiedValue(issue.getCustomFieldValue(cf), organizationsToAdd), new DefaultIssueChangeHolder())

import com.atlassian.jira.component.ComponentAccessorimport com.atlassian.servicedesk.api.requesttype.RequestTypeServiceimport com.onresolve.scriptrunner.runner.customisers.WithPlugin@WithPlugin("com.atlassian.servicedesk")def requestTypeService = ComponentAccessor.getOSGiComponentInstanceOfType(RequestTypeService)if (issue.issueType.name == "Incident") { def sourceIssueRequestTypeQuery = requestTypeService .newQueryBuilder() .issue(issue.id) .requestOverrideSecurity(true) .build() def requestTypeEither = requestTypeService.getRequestTypes(currentUser, sourceIssueRequestTypeQuery) if (requestTypeEither.isLeft()) { log.warn "${requestTypeEither.left().get()}" return false } def requestType = requestTypeEither.right.results[0] if (requestType.name == "Bug Report" && issue.resolution.name == "Bug Reproduced") { return true }}return false

import com.atlassian.jira.component.ComponentAccessorimport com.atlassian.jira.config.properties.APKeysimport com.atlassian.sal.api.net.Requestimport com.atlassian.sal.api.net.Responseimport com.atlassian.sal.api.net.ResponseExceptionimport com.atlassian.sal.api.net.ResponseHandlerimport com.atlassian.servicedesk.api.organization.OrganizationServiceimport com.onresolve.scriptrunner.runner.customisers.WithPluginimport com.opensymphony.workflow.WorkflowContextimport groovy.json.JsonBuilderimport groovy.xml.MarkupBuilder@WithPlugin("com.atlassian.servicedesk")/*Fetch and check for the confluence link*/def applicationLinkService = ComponentAccessor.getComponent(ApplicationLinkService)def confluenceLink = applicationLinkService.getPrimaryApplicationLink(ConfluenceApplicationType)/*If your issue isn't an incident, you don't want to create a RCA ticket*/if (issue.issueType.name != "Incident") { return}/*Check that the confluence link exists*/if (!confluenceLink) { log.error "There is no confluence link setup" return}def authenticatedRequestFactory = confluenceLink.createAuthenticatedRequestFactory()/*Start getting information about the issue from Service desk*/def issueLinkManager = ComponentAccessor.getIssueLinkManager()def commentManager = ComponentAccessor.getCommentManager()def customFieldManager = ComponentAccessor.getCustomFieldManager()def organizationService = ComponentAccessor.getOSGiComponentInstanceOfType(OrganizationService)/*SLA related fields*/def timeFirstResponse = issue.getCustomFieldValue(customFieldManager.getCustomFieldObjectByName("Time to first response"))def timeResolution = issue.getCustomFieldValue(customFieldManager.getCustomFieldObjectByName("Time to resolution"))def organizations = issue.getCustomFieldValue(customFieldManager.getCustomFieldObjectByName("Organizations"))def currentUserId = ((WorkflowContext) transientVars.get("context")).getCaller()def currentUser = ComponentAccessor.getUserManager().getUserByKey(currentUserId)def writer = new StringWriter()def xml = new MarkupBuilder(writer)xml.h2("This is the RCA analysis thread for the issue above.")xml.p("${issue.summary}")xml.p("This issue was raised by ${issue.reporter.name} on ${issue.getCreated()} " + "and resolved by ${currentUser.name} with resolution ${issue.getResolution().name}")xml.h3("Time to first response:")xml.p("Start date: ${timeFirstResponse.completeSLAData?.startTime[0].toDate().toString()}")xml.p("Stop date: ${timeFirstResponse.completeSLAData?.stopTime[0].toDate().toString()}")xml.h3("Times to resolution:")xml.p("Start date(s): ${timeResolution.completeSLAData?.startTime[0].toDate().toString()}")xml.p("Stop date(s): ${timeResolution.completeSLAData?.stopTime[0].toDate().toString()}")xml.h3("Description:")xml.p("${issue.description}</p>")//You might want to log information about your users and organizations.xml.h3("Organizations")organizations?.each { xml.p("<b>${it.name}</b>") def usersEither = organizationService.getUsersInOrganization(currentUser, organizationService.newUsersInOrganizationQuery().customerOrganization(it).build()) if (usersEither.isLeft()) { log.warn usersEither.left().get() return } usersEither.right().get().results.collect { "${it.displayName}" }.each { xml.p(it) }}//You want to collect the outward links of your issue.def outwardLinks = issueLinkManager.getOutwardLinks(issue.id)xml.h3("Outward Issue Links")if (outwardLinks instanceof List) { outwardLinks?.collect { buildIssueURL(it.destinationObject.key) }?.join(" ").each { xml.p(it) }} else { xml.p(buildIssueURL(outwardLinks.destinationObject.key))}//You want to collect the inward links of your issue.def inwardLinks = issueLinkManager.getInwardLinks(issue.id)xml.h3("Inward Issue Links")if (inwardLinks instanceof List) { inwardLinks?.collect { buildIssueURL(it.destinationObject.key) }?.join(" ").each { xml.p(it) }} else { xml.p(buildIssueURL(inwardLinks.destinationObject.key))}//You might also want to collect the comments on the issue:xml.h3("Comments")commentManager.getComments(issue)?.collect { "${it.getAuthorFullName()} : $it.body" }.each { xml.p(it)}//Here you parse the whole of the information collected into the RCA ticket.def params = [ type : "page", title: "RCA analysis: ${issue.key}", space: [ key: "TEST" //This should be the name of your space, you should set it accordingly ], body : [ storage: [ value : writer.toString(), representation: "storage" ] ]]//This is used to send a REST request to the Confluence link.authenticatedRequestFactory .createRequest(Request.MethodType.POST, "rest/api/content") .addHeader("Content-Type", "application/json") .setRequestBody(new JsonBuilder(params).toString()) .execute(new ResponseHandler<Response>() { @Override void handle(Response response) throws ResponseException { if (response.statusCode != HttpURLConnection.HTTP_OK) { throw new Exception(response.getResponseBodyAsString()) } } })//This is an aux function to build the URL for the issue.String buildIssueURL(String issueKey) { def baseUrl = ComponentAccessor.getApplicationProperties().getString(APKeys.JIRA_BASEURL) """ <a href="$baseUrl/browse/$issueKey">$issueKey</a> """}

import com.atlassian.jira.component.ComponentAccessorimport com.atlassian.jira.issue.Issueimport com.atlassian.jira.mail.Emailimport com.atlassian.jira.user.ApplicationUserimport com.atlassian.servicedesk.api.organization.CustomerOrganizationimport com.atlassian.servicedesk.api.organization.OrganizationServiceimport com.atlassian.servicedesk.api.util.paging.SimplePagedRequestimport com.onresolve.scriptrunner.runner.customisers.WithPlugin@WithPlugin("com.atlassian.servicedesk")final def LINK_NAME = "causes"def issueLinks = ComponentAccessor.getIssueLinkManager().getOutwardLinks(issue.getId())def causedByIssues = ComponentAccessor.getIssueLinkManager().getOutwardLinks(issue.getId())?.findAll { it.issueLinkType.outward == LINK_NAME}if (!causedByIssues) { log.debug "Does not cause any issues" return}causedByIssues.each { def destinationIssue = it.destinationObject def watcherManager = ComponentAccessor.watcherManager // this should be an admin you wish to use inside the script OR currentUser def adminUser = ComponentAccessor.userManager.getUserByKey("admin") def strSubject = "An issue linked to ${destinationIssue.getKey()} has been resolved" def baseURL = ComponentAccessor.getApplicationProperties().getString("jira.baseurl") def strIssueURL = "<a href='${baseURL}/browse/${issue.getKey()}'>${issue.getKey()}</a>" def strDestinationURL = "<a href='${baseURL}/browse/${destinationIssue.getKey()}'>${destinationIssue.getKey()}</a>" def strBody = """${strIssueURL} has been resolved. This issue has a &quot;${LINK_NAME}&quot; issue link which points to ${strDestinationURL}. You received this notification because you are watching ${strDestinationURL}.""" def emailAddressTo = destinationIssue.reporterUser ? destinationIssue.reporterUser.emailAddress : adminUser.emailAddress def emailAddressesCC = [] emailAddressesCC = watcherManager.getWatchers(destinationIssue, Locale.ENGLISH)?.collect { it.emailAddress } emailAddressesCC.addAll(getOrganizationMembersEmailsInIssue(destinationIssue, adminUser)) emailAddressesCC.addAll(getParticipantsEmailsInIssue(destinationIssue)) emailAddressesCC = emailAddressesCC.unique() emailAddressesCC = emailAddressesCC.join(",") sendEmail(emailAddressTo, emailAddressesCC, strSubject, strBody)}void sendEmail(String to, String cc, String subject, String body) { log.debug "Attempting to send email..." def mailServer = ComponentAccessor.getMailServerManager().getDefaultSMTPMailServer() if (mailServer) { Email email = new Email(to) email.setCc(cc) email.setSubject(subject) email.setBody(body) email.setMimeType("text/html") mailServer.send(email) log.debug("Mail sent to (${to}) and cc'd (${cc})") } else { log.warn("Please make sure that a valid mailServer is configured") }}List<String> getOrganizationMembersEmailsInIssue(Issue issue, ApplicationUser adminUser) { def organisationService = ComponentAccessor.getOSGiComponentInstanceOfType(OrganizationService) def cf = ComponentAccessor.customFieldManager.getCustomFieldObjectByName("Organizations") def emailAddresses = [] (issue.getCustomFieldValue(cf) as List<CustomerOrganization>)?.each { def pageRequest = new SimplePagedRequest(0, 50) def usersInOrganizationQuery = organisationService.newUsersInOrganizationQuery().pagedRequest(pageRequest).customerOrganization(it).build() // this is a paged response, it will return only the first 50 results, if you have more users in an organization // then you will need to iterate though all the page responses def pagedResponse = organisationService.getUsersInOrganization(adminUser, usersInOrganizationQuery) if (pagedResponse.isLeft()) { log.warn pagedResponse.left().get() } else { emailAddresses.addAll(pagedResponse.right().get().results.collect { it.emailAddress }) } } emailAddresses}List<String> getParticipantsEmailsInIssue(Issue issue) { def cf = ComponentAccessor.customFieldManager.getCustomFieldObjectByName("Request participants") def cfVal = issue.getCustomFieldValue(cf)?.collect { it.emailAddress } cfVal}