一、背景

由于公司客服系统使用的udesk，办公通讯工具是钉钉。客服人员与技术人员需要同时登录两个系统来工作，加上周六日工单接收不及时，用户问题得不到及时解决，客服经理便想怎么高效的让技术人员及时看到并处理工单，同时客服人员也能及时看到工单的处理进度。

刚开始我们在udesk工单管理后台配置触发器，使用udesk本身的功能来触发消息通知，通知邮件。邮件使用钉邮，钉邮接收到邮件，钉钉会有提示。

但是邮件经常有延迟的情况，便打算用钉钉群机器人了。

二、思路

一开始，我们在udesk中添加提醒目标，URL为钉钉机器人地址（如何创建钉钉机器人就不赘述了）

image

然后通过触发器，添加提醒动作。但是很多信息拿不到，比如工单号、工单标题等，都不能推送到钉钉。

image

询问udesk方后，建议使用API来实现。官方文档 http://www.udesk.cn/doc/apiv2/tickets/ 可以看到大部分都是get请求，使用python处理起来还是很方便的。

要求达到的目的是：

1.不管是新的工单还是工单有更新第一时间推送消息到钉钉群。

2.消息包括：工单号、工单标题、工单内容、创建时间等。如工单有回复，显示完整信息，包括图片。

3.消息还需包括对应的工单链接。

三、方法

整个代码分三部分：

1.登录udesk，拿到token，使用token进行签名

2.udesk创建过滤器，获取某过滤器下的最新工单id。（由于公司业务线路较多，如果直接拿工单列表，很难筛选出对应的工单，而且还有可能漏掉。）拿到工单id后，查看工单详情，编辑相关信息，交给钉钉机器人

3.钉钉机器人推送的json使用markdown类型，以便展示图片等。

代码如下(粘贴过来的代码格式有问题，请注意制表符)：

第一部分：

import json
import requests
import time
import random
from dingtalkchatbot.chatbotimport DingtalkChatbot

# 获取 鉴权 Token
def login(host,email,password):
  headers = {
    "content-type":"application/json",
     }
  body = {
    "email":email,
    "password":password
  }
  login_url = host +"open_api_v1/log_in"
    response = requests.post(url=login_url, headers=headers, data=json.dumps(body))
  # print(response.status_code)
  # print(json.dumps(response.json(), indent=2))
  token = response.json()["open_api_auth_token"]
  # print(token)
  return token

# 签名方法,字符串sha256加密
def createSign(email,token,timestamp,nonce,sign_version):
  sign_params = email +"&" + token +"&" + timestamp +"&" + nonce +"&" + sign_version
  signature = hashlib.sha256()
  signature.update(sign_params.encode(encoding='UTF8'))
  # print(signature.hexdigest())
    return signature.hexdigest()

第二部分：

#通用API获取response,first_word和last_word均不填即获取工单列表
def get_response(host,first_word,email,token,last_word):
  timestamp =str(int(time.time()))
  hex_str ="".join([choice("0123456789abcdef")for i in range(32)])
  hex_list =list(hex_str)
  hex_list.insert(20, "-")
  hex_list.insert(16, "-")
  hex_list.insert(12, "-")
  hex_list.insert(8, "-")
  nonce ="".join(hex_list)
  sign_version ="v2"
  sign = createSign(email, token, timestamp, nonce, sign_version)
  get_url = host +"open_api_v1/tickets/" +first_word+"?email=" + email +"&timestamp=" + timestamp +"&sign=" + sign +"&nonce=" + nonce +"&sign_version=" + sign_version+last_word
  # print(info_url)
   response = requests.get(url=get_url)
# print(response.status_code)
# print(json.dumps(response.json(), indent=2))
    return response.json()

# 获取某个工单过滤器下的最后一个工单
def tickets_in_filter(host,email,token,filter_id):
  udesk_response = get_response(host, "tickets_in_filter", email, token, "&filter_id="+filter_id)
  ticket_id = udesk_response["contents"][0]["ticket"]["id"]if udesk_response["contents"][0]["ticket"]["id"]else None
    # print(ticket_id)
    return ticket_id

# 获取工单详情
def list_info(host,email,token,ticket_id):
  udesk_response = get_response(host,"detail",email,token,"&id="+str(ticket_id))
  ticket_id = udesk_response["ticket"]["id"]if udesk_response["ticket"]["subject"]else ""
  ticket_subject = udesk_response["ticket"]["subject"]if udesk_response["ticket"]["subject"]else ""
  ticket_content = udesk_response["ticket"]["content"]if udesk_response["ticket"]["content"]else ""
    # 工单内容展示图片
    img_place =str(ticket_content).find("img")
  if img_place >0:
    ticket_content =str(ticket_content).replace('<img src="', '![](').replace('" />', ')')
    ticket_attachments = udesk_response["ticket"]["attachments"]
  if len(ticket_attachments) >0:
    ticket_content = ticket_content +" 注意有附件！"
  ticket_status = udesk_response["ticket"]["status"]if udesk_response["ticket"]["status"]else ""
  ticket_priority = udesk_response["ticket"]["priority"]if udesk_response["ticket"]["priority"]else ""
  if ticket_priority =="紧急":
      ticket_priority =" >优先级：<font color=#ff0000 size=16>" + ticket_priority +"!!!"
  if ticket_priority =="高":
      ticket_priority =" >优先级：<font color=#ff9900 size=16>" + ticket_priority +"!!!"
  if ticket_priority =="标准":
      ticket_priority =" >优先级：__" + ticket_priority +"__"
    ticket_assignee_name = udesk_response["ticket"]["assignee_name"]if udesk_response["ticket"]["assignee_name"]else ""
    ticket_create_time = udesk_response["ticket"]["created_at"]if udesk_response["ticket"]["created_at"]else ""
    # 处理时间格式
    ticket_create_time = ticket_create_time.replace('T', '  ').replace('Z', '').split('.')[0]
ticket_update_time = udesk_response["ticket"]["updated_at"]if udesk_response["ticket"]["updated_at"]else ""
    ticket_text ="## 标题：[" + ticket_subject +"](https://bitz.s2.udesk.cn/entry/ticket/show/" +str(ticket_id) +")\n- - -\n" + ticket_priority +"\n- - -\n >内容：__" + ticket_content +"__ \n- - -\n  >受理人：__" + ticket_assignee_name +"__  \n- - -\n >创建时间：__" + ticket_create_time +"__ \n- - -\n"
    # print(ticket_text)
    return ticket_text

# 获取工单最新回复
def ticket_replies(host,email,token,ticket_id):
udesk_response = get_response(host, str(ticket_id)+"/replies", email, token, "")
reply_text =""
    if len(udesk_response["replies"])>0:
reply_content = udesk_response["replies"][0]["content"]
img_place =str(reply_content).find("img")
if img_place >0:
reply_content =str(reply_content).replace('<img src="', '![](').replace('" />', ')')
# print(reply_content)
        reply_time = udesk_response["replies"][0]["created_at"]
reply_user = udesk_response["replies"][0]["author"]["nick_name"]
reply_text =" >回复人员：__"+reply_user+"__\n- - -\n >回复内容：__"+ reply_content+"__"
        # print(reply_text)
    return reply_text

# 钉钉消息
def dingtalk(webhook,text):
    xiaoding = DingtalkChatbot(webhook)
    markdown_text = {
    "msgtype":"markdown",
        "markdown": {
            "title":"您有新的工单！！！",
            "text":text
    },
    "at": {
        "atMobiles": [
                "18xx6"
          ],
         "isAtAll":True
            }
}
xiaoding.send_markdown(title = markdown_text["markdown"]["title"],text = markdown_text["markdown"]["text"])

主程序

udesk_host ="https://demo.s2.udesk.cn/"
    email ="XXXXXX"
    password ="XXXXXXX"
    test1_webhook = "https://oapi.dingtalk.com/robot/send?access_token=d78dXXXX"
    test2_webhook = "https://oapi.dingtalk.com/robot/send?access_token=d78dXXXX"
    test3_webhook = "https://oapi.dingtalk.com/robot/send?access_token=d78dXXXX"
    token = login(udesk_host,email,password)
ticket_id1,ticket_id2=0,0
    try:
        filter_list = ["12345","12xx","323x4""]
        webhook_list = [test1_webhook,test2_webhook,test3_webhook]
        ticket_id,ticket_text,ticket_replay = [],[],[]
        for i in range(len(filter_list)):
        ticket_id.append(tickets_in_filter(udesk_host, email, token, filter_list[i]))
        ticket_text.append(list_info(udesk_host, email, token, ticket_id[i]))
        ticket_replay.append(ticket_replies(udesk_host, email, token, ticket_id[i]))
    except Exception as e:
        print("First Exception：")
        print(str(e))
    while True:
        time.sleep(10)# 10秒查询一次
        try:
            ticket_id_new, ticket_text_new, ticket_replay_new = [], [], []
            for i in range(len(filter_list)):
                ticket_id_new.append(tickets_in_filter(udesk_host, email, token, filter_list[i]))
                ticket_text_new.append(list_info(udesk_host, email, token, ticket_id_new[i]))
                ticket_replay_new.append(ticket_replies(udesk_host, email, token, ticket_id_new[i]))
                if ticket_id_new[i] != ticket_id[i]or ticket_text_new[i]+ticket_replay_new[i] != ticket_text[i]+ticket_replay[i]:
                        dingtalk(webhook_list[i], ticket_text_new[i] + ticket_replay_new[i])
                        ticket_id[i] = ticket_id_new[i]
                        ticket_text[i] = ticket_text_new[i]
                        ticket_replay[i] = ticket_replay_new[i]
                time.sleep(1)# 防止 429 错误  api接口超过请求限制
except Exception as e:
print("Exception：\n")
print(str(e))```