Lorenzobot (A custom bot for Slack)

Made for North Bristol Trust Back Office Team.

Background

Lorenzobot understands and reacts to commands given to it by chatting to the bot on Slack (@lorenzobot). It also issues a daily rota for call triaging, monitors the triage queues on SDPlus, and also records daily stats about the amount of open calls in SDPlus.

Commands are

help - Show This Menu
intouch check - ClinicID or Mapped Treatment Function - Shows Mapping
sdplus create - Summary [, Impact, Urgency, Requester, Description, Telephone, Assignee, Group] - Create SDPlus Call (with optional fields)
sdplus createti - TI Number, Test Cycle Number, Tel Extension, [Title, Description, Requester, Assignee, Group] - Create TI SDPlus Call
sdplus edit - number [status/group/impact/urgency/level/tel/requester/subject/description] value - Edit SDPlus Call
stats get [day/week/month] - Get Statistics for Back Office queues today/this week/this month
Ask a Question (use ?) - Lets chat!
quote - Tell me a nice quote
rota get - Get Triage Rota Person
rota set @username - Set Triage Rota Person
rota inform - Inform Back Office of who's on rota
stats set -f - Force Set of Statistics for Back Office queues

Prerequisite

On the server PC, install "Visual C++ Redistributable for Visual Studio 2015 x86.exe" (on 32-bit, or x64 on 64-bit) which allows Python 3.5 dlls to work, found here: https://www.microsoft.com/en-gb/download/details.aspx?id=48145

Installation and Running

Make a folder in "C:\lorenzobot" (or another location of you choice) and put all the following files in there:

• Back Office queue count.csv
• Back Office queue list.txt
• slack_lorenzobot.exe
• slack_lorenzobot.log
• triage_rota.csv

Right click "C:\lorenzobot" (or equivalent), Security, Edit, Add, "Network Service" (user), Check Names, ok, tick "Full control", OK

Lorenzobot is installed as a Windows Service, as it needs access to slack.com, but no local network shares.

Use nssm.exe to install a windows service.

On an administrator command line, type: C:\lorenzobot\nssm install LorenzoBot

A dialogue box will appear. Use the following settings

• Application:
  • Path: C:\lorenzobot\slack_lorenzobot.exe
  • Log on:
    • This account: Network Service (NOTE: ensure you add permissions for user "Network Service" to read/write your .exe directory)
  • I/O:
    • Output (stdout): C:\lorenzobot\slack_lorenzobot.log

Notes

Here is each file with a description:

• Back Office queue count.csv = records stats when someone types "stats set -f", else gets written to automatically everyday at 7am
• Back Office queue list.txt = holds the queue IDs to monitor
• slack_lorenzobot.exe = main program
• slack_lorenzobot.log = output of main program (in case there's an error)
• triage_rota.csv = holds Person, Date of who is doing triage for each day. "Person" should match the person full name in slack

Tasks:

• 7am: checks triage_rota.csv, outputs who is on rota for today, then records stats to Back Office queue count.csv
• 10.30, 11.30, 14.30, 14.45: Tell person on rota via backoffice channel to triage calls, and log any calls to CSC

SDPlus API

This program communicates with the sdplus API via an sdplus api technician key which can be obtained via the sdplus section: Admin, Assignees, Edit Assignee (other than yourself), Generate API Key.

This program will look for an API key in a windows variable under name "SDPLUS_ADMIN". You can set this on windows with: setx SDPLUS_ADMIN <insert your own SDPLUS key here> in a command line.

Slack API

This program communicates with slack API via an API Token which can be obtained by: https://it-nbt.slack.com/services/ (or Browse Apps > Custom Integrations > Bots > Edit configuration)

This program will look for an API key in a windows variable under name "SLACK_LORENZOBOT". You can set this on windows with: setx SLACK_LORENZOBOT <insert your own SDPLUS key here> in a command line.

In a command prompt, type: echo %SLACK_LORENZOBOT%

Screenshots

Written by:

Simon Crouch, late 2016 in Python 3.5