An intelligent analysis tool for BlueKing ITSM tickets that provides processing suggestions, trend reports, and SLA risk monitoring.
Install & Download
1. ClawHub CLI
The fastest way to install a skill directly from the registry.
npx clawhub@latest install itsm-ticket-analyzer
2. Manual Installation
Copy the skill folder to one of these locations
~/.openclaw/skills/ <project>/skills/ Priority: Workspace > Local > Bundled
3. Prompt Installation
Copy this prompt to OpenClaw to install it automatically.
Help me install itsm-ticket-analyzer using Clawhub. If Clawhub is not installed, install it first (npm i -g clawhub).
Prefer to download?
Get the raw skill files in a ZIP archive.
What is ITSM Ticket Analyzer?
The ITSM Ticket Analyzer is a specialized tool designed to bridge the gap between raw ticket data and actionable operational intelligence. It integrates seamlessly with BlueKing ITSM data, supporting multi-flow ticket reading and intelligent field mapping to ensure that incident, request, and change management processes are analyzed with precision. This skill empowers teams to move beyond manual tracking by providing automated processing suggestions and deep analytical insights.
By leveraging this skill within the Openclaw Skills ecosystem, users can identify high-frequency issues, monitor SLA compliance in real-time, and generate comprehensive daily or weekly reports. It is built to adapt to various workflow structures, automatically recognizing standard fields like ticket ID, service catalog, and assignee to provide a holistic view of IT service performance.
ITSM Ticket Analyzer Use Cases
- Analyzing BlueKing ITSM ticket data for operational bottlenecks.
- Providing real-time processing suggestions for newly received tickets.
- Generating automated daily, weekly, or monthly ticket performance reports.
- Identifying high-frequency or recurring issues to build a robust knowledge base.
- Monitoring SLA timeout risks by calculating actual processing time minus suspension periods.
- Suggesting automatic routing and classification for incoming service requests.
How ITSM Ticket Analyzer Works
- Data Export: User exports ticket data from BlueKing ITSM in CSV or Excel format containing core fields.
- Field Mapping: The skill automatically identifies and maps standard BlueKing fields to a structured internal schema.
- Analysis Engine: Scripts like
analyze_ticket.pyanddeep_analysis.pyprocess the data to calculate response times, workloads, and category distributions. - Clustering & Trend Identification: High-frequency issues are identified through keyword clustering and historical comparison.
- Reporting & Alerts: The system generates Markdown-formatted reports and triggers SLA warnings based on pre-configured thresholds.
- Notification: Analysis results can be pushed to platforms like WeChat Work via webhooks.
ITSM Ticket Analyzer Setup
To get started with this skill in your Openclaw Skills environment, configure your API access and environment variables:
# Configure BlueKing ITSM API (Optional for direct integration)
export BK_ITSM_API_URL="https://<your-domain>/api/v1/itsm"
export BK_ITSM_API_KEY="your-api-key"
# Configure WeChat Work Webhook for notifications
export WEBHOOK_URL="https://qyapi.weixin.qq.com/cgi-bin/webhook/send?key=xxx"
Edit references/config.json to customize your ticket types and SLA hours per priority level (P0-P3).
ITSM Ticket Analyzer Data Schema & Taxonomy
The skill organizes data using a structured mapping of BlueKing standard fields. Below is the primary taxonomy:
| Standard Field | Internal Key | Required |
|---|---|---|
| Ticket ID | ticket_id | Yes |
| Title | title | Yes |
| Service Catalog | service_catalog | Yes |
| Status | status | Yes |
| Created At | created_at | Yes |
| Resolution Time | resolved_at | No |
| Suspended Time | suspended_at | No |
Additional metadata such as Priority (P0-P3) and SLA Deadlines are used for advanced monitoring.
ITSM Ticket Analyzer Advanced Features
- Intelligent Field Mapping: Automatically adapts to different workflow templates without manual configuration.
- SLA Calculation with Suspension Logic: Accurately monitors SLA by subtracting 'Suspended' time from the total resolution clock.
- Automated Issue Clustering: Uses threshold-based clustering to group similar tickets and suggest Knowledge Base articles.
- Multi-Flow Support: Simultaneously analyzes incident, request, change, and problem management tickets.
- Scheduled Cron Integration: Supports automated daily reporting (e.g., every morning at 09:00) via Openclaw Skills automation hooks.
SKILL.md
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