zentool 0.8.0

data/lib/zentool/graph.rb

@@ -0,0 +1,117 @@
+# Graph class for pull_articles.rb
+
+class Graph
+  def initialize(articles, sections, categories, basic_auth)
+    @articles, @sections, @categories, @basic_auth = articles, sections, categories, basic_auth
+  end
+
+  def generate
+    id_title_map = Graph.create_id_title_map(@articles)
+    @article_link_map = Graph.article_link_map(@articles, @categories, @sections, id_title_map, @basic_auth)
+    graph_settings
+    graph_nodes(id_title_map)
+    graph_edges(id_title_map)
+    @g.output(png: 'article_relationships.png')
+  end
+
+  def self.wrap(s, width = 15)
+    s.gsub(/(.{1,#{width}})(\s+|\Z)/, "\\1\n")
+  end
+
+  def self.create_id_title_map(articles)
+    x = {}
+    articles.each do |article|
+      x[article['id'].to_i] = article['title']
+    end
+    x
+  end
+
+  def self.extract_links(string)
+    [URI.extract(string, /http(s)?/)].flatten
+  end
+
+  def self.extract_IDs(string)
+    string.split(//).map { |x| x[/\d+/] }.compact.join('').to_i
+  end
+
+  def self.validate_link(article, link, basic_auth)
+    response = HTTParty.get(link, basic_auth)
+    unless response.code == 200
+      puts
+      puts 'Broken Link Found'
+      puts '-----------------'
+      puts
+      puts 'From page: ' +  article['title']
+      puts 'At URL: ' + article['html_url']
+      puts
+      puts "Message: Error #{response.code}: #{response.message}"
+      puts 'Broken link: ' + link
+      return false
+    end
+    return true
+  end
+
+  def self.article_link_map(articles, categories, sections, id_title_map, basic_auth)
+    puts 'Constructing article link map...'
+    article_link_map = {}
+    articles.each do |article|
+      unless (categories[sections[article['section_id']]['category_id']]['name'] == 'Announcements') || (article['body'].class != String)
+        referenced_links = Graph.extract_links(article['body'])
+        referenced_articles = []
+        unless referenced_links.empty?
+          referenced_links.each do |link|
+            if validate_link(article, link, basic_auth)
+              id = Graph.extract_IDs(link)
+              title = id_title_map[id]
+              unless (id.class == NilClass) || (title.class == NilClass) || (id.to_s.size != 9)
+                referenced_articles << Graph.wrap("#{title}\n#{id}")
+              end
+            else
+
+            end
+          end
+          article_link_map[article['id']] = referenced_articles
+        end
+      end
+    end
+    article_link_map
+  end
+
+  def graph_settings
+    $LOAD_PATH.unshift('../lib')
+    @g = GraphViz.new('G')
+
+    @g.node[:color]     = '#222222'
+    @g.node[:style]     = 'filled'
+    @g.node[:shape]     = 'box'
+    @g.node[:penwidth]  = '1'
+    @g.node[:fontname]  = 'Helvetica'
+    @g.node[:fillcolor] = '#eeeeee'
+    @g.node[:fontcolor] = '#333333'
+    @g.node[:margin]    = '0.05'
+    @g.node[:fontsize]  = '12'
+    @g.edge[:color]     = '#666666'
+    @g.edge[:weight]    = '1'
+    @g.edge[:fontsize]  = '10'
+    @g.edge[:fontcolor] = '#444444'
+    @g.edge[:fontname]  = 'Helvetica'
+    @g.edge[:dir]       = 'forward'
+    @g.edge[:arrowsize] = '1'
+    @g.edge[:arrowhead] = 'vee'
+  end
+
+  def graph_nodes(id_title_map)
+    nodes = []
+    @article_link_map.each do |id, _referenced_articles|
+      nodes << Graph.wrap("#{id_title_map[id]}\n#{id}")
+    end
+    @g.add_nodes(nodes)
+  end
+
+  def graph_edges(id_title_map)
+    @article_link_map.each do |id, referenced_articles|
+      @g.add_edges(Graph.wrap("#{id_title_map[id]}\n#{id}"), referenced_articles.map(&:to_s))
+    end
+  end
+
+end

data/lib/zentool/metrics.rb

@@ -0,0 +1,172 @@
+require 'csv'
+require 'date'
+
+# Represents an aggregate of metrics from multiple tickets
+class Metrics
+
+  MINUTES_IN_DAY = 1440
+  MINUTES_IN_HOUR = 60
+  PLOT_WIDTH = 200
+  CURRENT_DATE = Date.today
+  attr_accessor :tickets, :avg_user_priority, :avg_development_priority,
+    :unsolved_tickets_by_age_log_scale, :solved_tickets_by_age_log_scale
+
+  def initialize(tickets)
+    @tickets = tickets
+    log_scale = {'0' => 0, '1' => 0, '2' => 0, '3' => 0, '4' => 0,
+      '5' => 0, '6-10' => 0, '11-20' => 0, '21-50' => 0, '51-100' => 0, '101+' => 0}
+    log_scale2 = log_scale.clone
+    @unsolved_tickets_by_age_log_scale = unsolved_age(log_scale)
+    @solved_tickets_by_age_log_scale = solved_age(log_scale2)
+    @avg_user_priority = avg_priority('user_priority')
+    @avg_development_priority = avg_priority('development_priority')
+  end
+
+  def plot_as_log(tickets_by_log_scale, age)
+    if age <= 5
+      tickets_by_log_scale[age.to_s] += 1
+    elsif age <= 10
+      tickets_by_log_scale['6-10'] += 1
+    elsif age <= 20
+      tickets_by_log_scale['11-20'] += 1
+    elsif age <= 50
+      tickets_by_log_scale['21-50'] += 1
+    elsif age <= 100
+      tickets_by_log_scale['51-100'] += 1
+    else
+      tickets_by_log_scale['101+'] += 1
+    end
+    tickets_by_log_scale
+  end
+
+  # Creates plot data for number of solved tickets by age
+  def unsolved_age(log_scale)
+    out_scale = Hash.new
+    @tickets.each do |ticket|
+      metrics = ticket.metrics
+      # Rounds the age of the ticket down to the nearest day
+      unless metrics['full_resolution_time_in_minutes']
+        if metrics['initially_assigned_at']
+          start_date = Date.parse metrics['initially_assigned_at']
+          age = (CURRENT_DATE - start_date).to_i
+          log_scale = plot_as_log(log_scale, age)
+        end
+      end
+    end
+    log_scale
+  end
+
+  # Creates plot data for number of solved tickets by age
+  def solved_age(log_scale)
+    out_scale = Hash.new
+    @tickets.each do |ticket|
+      metrics = ticket.metrics
+      # Rounds the age of the ticket down to the nearest day
+      if metrics['full_resolution_time_in_minutes']
+        age = metrics['full_resolution_time_in_minutes'] / MINUTES_IN_DAY
+        log_scale = plot_as_log(log_scale, age)
+      end
+    end
+    log_scale
+  end
+
+  # Creates plot data for average first reply time by priority
+  def avg_priority(priority_type)
+    # Hash with key => user_priority, and the value => array of reply times from tickets with that priority
+    tickets_by_priority = Hash.new {|h,k| h[k] = []}
+
+    # Hash with key => user_priority, and the value => average reply time of that priority
+    avg_priority = Hash.new(0)
+
+    tickets.each do |ticket|
+
+      priority = ticket.info[priority_type]
+      reply_time = ticket.metrics['reply_time_in_minutes']
+
+      if priority == nil
+          priority = 'None'
+      end
+
+      if reply_time
+        tickets_by_priority[priority] << reply_time
+      end
+    end
+
+    tickets_by_priority.each do |key, value|
+        if key == nil
+            key = 'None'
+        end
+        avg = value.inject(:+).to_f / value.length
+        avg_priority[key] = avg / MINUTES_IN_HOUR
+    end
+    avg_priority
+  end
+
+  # draws command line graph based on ticket metrics
+  def graph
+    puts
+    puts 'Age of Solved Tickets'
+    puts '_____________________'
+  	puts 'Days     Ticket-Count'
+  	@solved_tickets_by_age_log_scale.keys.each do |age|
+      printf "%-10s %5d %s \n" % [age, @solved_tickets_by_age_log_scale[age],
+        '#' * (Math.log10(@solved_tickets_by_age_log_scale[age]+1)*5)]
+  	end
+
+    puts
+    puts 'Age of Unsolved Tickets'
+    puts '_______________________'
+    puts 'Days     Ticket-Count'
+    @unsolved_tickets_by_age_log_scale.keys.each do |age|
+      printf "%-10s %5d %s \n" % [age, @unsolved_tickets_by_age_log_scale[age],
+        '#' * (Math.log10(@unsolved_tickets_by_age_log_scale[age]+1)*5)]
+    end
+
+    puts
+    puts 'Average First Reply Time by Development Priority'
+    puts '___________________________________________'
+  	puts 'Priority   Reply-Time-Hours'
+  	@avg_development_priority.keys.sort.each do |development_priority|
+      printf "%-10s %5d %s \n" % [development_priority, @avg_development_priority[development_priority],
+        '#' * (@avg_development_priority[development_priority] / PLOT_WIDTH)]
+  	end
+
+    puts
+    puts 'Average First Reply Time by User Priority'
+    puts '___________________________________________'
+    puts 'Priority   Reply-Time-Hours'
+    @avg_user_priority.keys.sort.each do |user_priority|
+      printf "%-10s %5d %s \n" % [user_priority, @avg_user_priority[user_priority],
+        '#' * (@avg_user_priority[user_priority] / PLOT_WIDTH)]
+    end
+  end
+
+  def save
+    CSV.open('solved_tickets_by_age.csv', 'wb') do |csv|
+      csv << ['Days', 'Ticket-Count']
+    end
+    @solved_tickets_by_age_log_scale.keys.each do |age|
+      CSV.open('solved_tickets_by_age.csv', 'a') do |csv|
+        csv << [age, @solved_tickets_by_age_log_scale[age]]
+      end
+    end
+
+    CSV.open('unsolved_tickets_by_age.csv', 'wb') do |csv|
+      csv << ['Days', 'Ticket-Count']
+    end
+    @unsolved_tickets_by_age_log_scale.keys.each do |age|
+      CSV.open('unsolved_tickets_by_age.csv', 'a') do |csv|
+        csv << [age, @unsolved_tickets_by_age_log_scale[age]]
+      end
+    end
+
+    CSV.open('avg_reply_time_priority.csv', 'wb') do |csv|
+      csv << ['Priority', 'Average-Reply-Time']
+    end
+    @avg_development_priority.keys.sort.each do |age|
+      CSV.open('avg_reply_time_priority.csv', 'a') do |csv|
+        csv << [age, @avg_development_priority[age]]
+      end
+    end
+  end
+end

data/lib/zentool/ticket.rb

@@ -0,0 +1,10 @@
+# Represents a single ticket, including its data and metrics
+
+class Ticket
+  attr_accessor :metrics, :info
+
+  def initialize(info, metrics)
+    @info = info
+    @metrics = metrics
+  end
+end

data/lib/zentool/version.rb

@@ -0,0 +1,3 @@
+module Zentool
+  VERSION = '0.8.0'.freeze
+end

data/lib/zentool/zendesk_article.rb

@@ -0,0 +1,84 @@
+# Interface with zendesk to access articles
+
+class ZendeskArticle
+  def initialize(username, password, domain)
+    @root_uri = "https://#{domain}.zendesk.com/api/v2/help_center/en-us/"
+    @articles_uri = @root_uri + 'articles.json'
+    @sections_uri = @root_uri + 'sections.json'
+    @categories_uri = @root_uri + 'categories.json'
+    @username, @password = username, password
+    check_auth
+  end
+
+  def articles
+    @articles ||= begin
+      progressbar = ProgressBar.create(title: "#{raw_articles['count']} Articles", starting_at: 1, format: '%a |%b>>%i| %p%% %t', total: raw_articles['page_count'])
+      articles = raw_articles['articles']
+
+      (raw_articles['page_count'] - 1).times do |page|
+        progressbar.increment
+        articles += HTTParty.get("#{@articles_uri}?page=#{page + 2}", basic_auth)['articles']
+      end
+    end
+    articles
+  end
+
+  def sections
+    @sections ||= begin
+      progressbar = ProgressBar.create(title: "#{raw_sections['count']} Sections", starting_at: 1, format: '%a |%b>>%i| %p%% %t', total: raw_sections['page_count'])
+      sections = raw_sections['sections']
+
+      (raw_sections['page_count'] - 1).times do |page|
+        progressbar.increment
+        sections += HTTParty.get("#{@sections_uri}?page=#{page + 2}", basic_auth)['sections']
+      end
+    end
+    sections
+  end
+
+  def categories
+    @categories ||= begin
+      progressbar = ProgressBar.create(title: "#{raw_categories['count']} Categories", starting_at: 1, format: '%a |%b>>%i| %p%% %t', total: raw_categories['page_count'])
+      categories = raw_categories['categories']
+
+      (raw_categories['page_count'] - 1).times do |page|
+        progressbar.increment
+        categories += HTTParty.get("#{@categories_uri}?page=#{page + 2}", basic_auth)['categories']
+      end
+    end
+    categories
+  end
+
+  def raw_articles
+    @raw_articles ||= HTTParty.get(@articles_uri, basic_auth)
+  end
+
+  def raw_sections
+    @raw_sections ||= HTTParty.get(@sections_uri, basic_auth)
+  end
+
+  def raw_categories
+    @raw_sections ||= HTTParty.get(@categories_uri, basic_auth)
+  end
+
+  def export_columns
+    %w(id category section title word_count draft promoted outdated html_url created_at updated_at)
+  end
+
+  def basic_auth
+    {
+      basic_auth: {
+        username: @username,
+        password: @password
+      }
+    }
+  end
+
+  def check_auth
+    response = HTTParty.get(@sections_uri, basic_auth)
+    unless response.code == 200
+      puts "Error #{response.code}: #{response.message}"
+      abort
+    end
+  end
+end

data/lib/zentool/zendesk_ticket.rb

@@ -0,0 +1,172 @@
+require 'nokogiri'
+require 'active_support/all'
+require 'httparty'
+require 'ruby-progressbar'
+require 'csv'
+require 'pry'
+require 'optparse'
+require_relative 'metrics'
+require_relative 'ticket'
+
+class ZendeskTicket
+
+  attr_accessor :root_uri, :start_time, :tickets_uri, :domain, :username, :password
+
+  def initialize(username, password, domain)
+    @root_uri = "https://#{domain}.zendesk.com/api/v2/"
+    @start_time = Time.new('2016-01-01').to_i
+    @tickets_uri = @root_uri + "incremental/tickets.json?start_time=#{@start_time}"
+    @username, @password, @domain = username, password, domain
+  end
+
+  def run
+
+    puts 'Checking authentication...'
+    check_auth
+    puts 'Authentication successful!'
+    puts
+    puts 'Envision Zendesk Tickets'
+    puts '------------------------'
+    puts '-> Retrieving Tickets...'
+
+    tickets_in = self.download_tickets
+    tickets = self.retrieve_fields(tickets_in)
+    metrics = Metrics.new(tickets)
+    metrics.graph
+    metrics.save
+  end
+
+  def download_tickets
+    @tickets ||= begin
+
+      first_page = HTTParty.get(@tickets_uri, basic_auth)
+      # puts first_page
+      tickets = first_page['tickets']
+      next_url = first_page['next_page']
+      count = first_page['count']
+      puts "   Got: #{count}"
+
+      while count == 1000
+        next_page = HTTParty.get(next_url, basic_auth)
+        tickets += next_page['tickets']
+        next_url = next_page['next_page']
+        count = next_page['count']
+        puts "   Got: #{count}"
+      end
+    end
+    tickets
+  end
+
+  def export_columns
+    %w(id type subject status user_priority development_priority company project
+       platform function satisfaction_rating created_at updated_at)
+  end
+
+  def metric_columns
+    %w(initially_assigned_at solved_at full_resolution_time_in_minutes
+       requester_wait_time_in_minutes reply_time_in_minutes)
+  end
+
+  def basic_auth
+    {
+      basic_auth: {
+        username: @username,
+        password: @password
+      }
+    }
+  end
+
+  def check_auth
+    response = HTTParty.get(@tickets_uri, basic_auth)
+    unless response.code == 200
+      puts "Error #{response.code}: #{response.message}"
+      abort
+    end
+  end
+
+  def retrieve_fields(tickets_in)
+
+    puts '   Total tickets = ' + tickets_in.count.to_s
+    puts
+
+    CSV.open('all_tickets.csv', 'wb') do |csv|
+      csv << self.export_columns + self.metric_columns
+    end
+
+    tickets = Array.new
+
+    print "Enter number of tickets (max of #{tickets_in.count.to_s}): "
+    number_of_tickets = gets.chomp.to_i
+    puts
+
+    progressbar = ProgressBar.create(title: "#{number_of_tickets} Tickets",
+      starting_at: 0, format: '%a |%b>>%i| %p%% %t', total: number_of_tickets)
+
+    tickets_in.first(number_of_tickets).each do |ticket|
+      CSV.open('all_tickets.csv', 'a') do |csv|
+        row = []
+        info = Hash.new
+        metrics_info = Hash.new
+        self.export_columns.each do |column|
+          case column
+          when 'type'
+            info['type'] = ticket['custom_fields'][0]['value']
+            row << info['type']
+          when 'user_priority'
+            info['user_priority'] = ticket['custom_fields'][1]['value']
+            row << info['user_priority']
+          when 'development_priority'
+            value = ticket['custom_fields'][2]['value']
+            if value
+              info['development_priority'] = "d#{value[-1]}" if value[-1].to_i > 0
+            else
+              info['development_priority'] = value
+            end
+            row << info['development_priority']
+          when 'company'
+            info['company'] = ticket['custom_fields'][3]['value']
+            row << info['company']
+          when 'project'
+            info['project'] = ticket['custom_fields'][4]['value']
+            row << info['project']
+          when 'platform'
+            info['platform'] = ticket['custom_fields'][5]['value']
+            row << info['platform']
+          when 'function'
+            info['function'] = ticket['custom_fields'][6]['value']
+            row << info['function']
+          when 'satisfaction_rating'
+            info['satisfaction_rating'] = ticket['satisfaction_rating']['score']
+            row << info['satisfaction_rating']
+          else
+            info[column] = ticket[column]
+            row << info[column]
+          end
+        end
+
+        begin
+          metrics = HTTParty.get("#{@root_uri}tickets/#{ticket['id']}/metrics.json", self.basic_auth)
+          self.metric_columns.each do |column|
+            if metrics['ticket_metric']
+              case column
+              when 'solved_at', 'initially_assigned_at'
+                metrics_info[column] = metrics['ticket_metric'][column]
+              else
+                metrics_info[column] = metrics['ticket_metric'][column]['business']
+              end
+              row << metrics_info[column]
+            end
+          end
+        rescue
+          retry
+        end
+
+        this = Ticket.new(info, metrics_info)
+        tickets << this
+        csv << row
+        progressbar.increment
+      end
+    end
+    tickets
+  end
+end