Meta: Have a bot to auto-close support tickets

[pjf]

As part of the re-enwaffleation of CKAN tickets, I've added a support label. This is intended for issues which are essentially end-user support. These end in one of the following ways:

• We resolve the user's issue and close it.
• We identify a bug or an aligned feature, and file it appropriately.
• We try to assist the user, but they never get back to us, and the issue remains open forever.

The last of these is terrible, as we have old tickets clogging up our issues boards and getting in the way. I'd like a bot which:

• Finds all tickets tagged 'support', and
• Which are unassigned, and
• Which have been responded to, and
• For which there has been no activity in the last 7 days.

And then closes them with a message saying we haven't heard anything and the bot is assuming the issue is resolved. This means we don't need humans looking through support queues to close things out.

If a ticket warrants a change, then we won't close it (as it'll be given a star rating, and no longer be in support), or if a contributor is actively dealing with something they can simply assign it to themselves to prevent closure.

The bot only really needs to run once per day, and can happily sit on one of the CKAN machines.

[pjf]

Goodness me the API is lovely. We can use this call and a snippet of code to find ones that are greater than seven days old and which have been responded to.

[techman83]

Added to our bot host

ckan-support@ckan-bot:~$ CKAN/bin/close-old-support-tickets.pl token
Skipped (recent update ) : command line: using different install path w/o changing default not working (#id)
Skipped (recent update ) : Enhanced Navball and 1.0.2 compatibility (#id)
Skipped (recent update ) : CKAN doesn't even start properly  (#id)
Skipped (recent update ) : CKAN crashing after problems downloading from KerbalStuff (#id)
Skipped (recent update ) : Application Error with CKAN-GUI (#id)
Skipped (recent update ) : Bug in registry.json (#id)
Skipped (recent update ) : CKAN Critical error when installing conflicting mods (#id)
Skipped (recent update ) : CKAN doesn't pass commandline arguments to KSP (#id)
Skipped (recent update ) : "Directory C:\Users\~~~~~~\Documents\KSP\Kerbal Space Program is not valid KSP directory" (#id)
Skipped (recent update ) : Error during update of EVE (#id)
Skipped (recent update ) : Refresh the repository the first time running the GUI (#id)
Skipped (recent update ) : Unhanded exception when updating Firespitter (#id)
Skipped (recent update ) : [linux] Auto-updating client fails to set executable bit (re-opened) (#id)
Skipped (recent update ) : [linux] Auto-updating fails if there are spaces in the path (#id)
Skipped (no comments)    : Conditional recommends / suggests (#id)
Skipped (recent update ) : Spec extension proposal: "supported_arch" and "supported_os" (#id)
Skipped (recent update ) : Spec extension proposal: "last_updated" (#id)
Skipped (recent update ) : Spec extension proposal: "downloads" (#id)
Done!

[pjf]

Oops! #id is meant to be the actual ticket id. Added a PR with a fix.

@techman83 : Which token are you using? I was thinking of getting netkan-bot to do the actual work, so we don't have humans accidentally being entangled in all the threads.

[techman83]

@pjf I created a specific token for the purpose. I'll update the ckan-support users repo shortly :-)

[techman83]

And done :)

Updating c556a85..6329728
Fast-forward
 bin/close-old-support-tickets.pl | 2 +-
 1 file changed, 1 insertion(+), 1 deletion(-)

[HebaruSan]

@techman83, is this still running? We seem to be accumulating support tickets past the 7-day mark. Maybe it was running from the old bot image that was retired?