支持工单分诊与解决自动化
高级
这是一个Support, AI领域的自动化工作流，包含 27 个节点。主要使用 Set, Jira, Aggregate, SplitInBatches, ScheduleTrigger 等节点，结合人工智能技术实现智能自动化。 使用JIRA和AI自动化支持工单分诊与解决
前置要求
- •OpenAI API Key
使用的节点 (27)
工作流预览
可视化展示节点连接关系，支持缩放和平移
导出工作流
复制以下 JSON 配置到 n8n 导入，即可使用此工作流
{
"meta": {
"instanceId": "408f9fb9940c3cb18ffdef0e0150fe342d6e655c3a9fac21f0f644e8bedabcd9",
"templateCredsSetupCompleted": true
},
"nodes": [
{
"id": "423f3d03-ffe8-419c-8842-95fcda213eb3",
"name": "计划触发器",
"type": "n8n-nodes-base.scheduleTrigger",
"position": [
-1540,
-400
],
"parameters": {
"rule": {
"interval": [
{
"field": "minutes"
}
]
}
},
"typeVersion": 1.2
},
{
"id": "34ed006b-ecef-4bae-8493-ae43d4927dc3",
"name": "获取未处理工单",
"type": "n8n-nodes-base.jira",
"position": [
-1340,
-400
],
"parameters": {
"limit": 10,
"options": {
"jql": "Project = 'SUPPORT' AND status = 'To Do'",
"fields": "*navigable"
},
"operation": "getAll"
},
"credentials": {
"jiraSoftwareCloudApi": {
"id": "IH5V74q6PusewNjD",
"name": "Jira SW Cloud account"
}
},
"typeVersion": 1
},
{
"id": "4c7d6b23-23d5-410e-92f0-5c9244eb190f",
"name": "简化工单",
"type": "n8n-nodes-base.set",
"position": [
-800,
-400
],
"parameters": {
"options": {},
"assignments": {
"assignments": [
{
"id": "267918d5-5193-48c8-8e3a-6542c8edf77c",
"name": "projectKey",
"type": "string",
"value": "={{ $json.fields.project.key }}"
},
{
"id": "8c44b6b1-a5e7-4312-b96c-727b24a82ac2",
"name": "issueKey",
"type": "string",
"value": "={{ $json.key }}"
},
{
"id": "3451a39f-1907-4406-beb9-fd4feebbf4c2",
"name": "issueType",
"type": "string",
"value": "={{ $json.fields.issuetype.name }}"
},
{
"id": "99f33276-50ad-424a-b307-2ed69094bc43",
"name": "createdAt",
"type": "string",
"value": "={{ $json.fields.created }}"
},
{
"id": "5463ff2e-4d42-4602-8278-555f369a37e5",
"name": "status",
"type": "string",
"value": "={{ $json.fields.status.name }}"
},
{
"id": "1df0588e-7916-4c4d-95f1-7c6d58ba094f",
"name": "summary",
"type": "string",
"value": "={{ $json.fields.summary }}"
},
{
"id": "ecf69a9b-18c9-4b04-9d6e-b77391728f33",
"name": "description",
"type": "string",
"value": "={{ $json.fields.description }}"
},
{
"id": "8f7b0876-4d6f-42b3-bc12-34396ce824ed",
"name": "reportedBy",
"type": "string",
"value": "={{ $json.fields.creator.displayName }}"
},
{
"id": "74504426-6ecd-4b32-866f-0e336c669650",
"name": "reportedByEmailAddress",
"type": "string",
"value": "={{ $json.fields.creator.emailAddress }}"
}
]
}
},
"typeVersion": 3.4
},
{
"id": "24714621-4e64-415f-b388-6e029997942d",
"name": "OpenAI 聊天模型",
"type": "@n8n/n8n-nodes-langchain.lmChatOpenAi",
"position": [
-620,
-220
],
"parameters": {
"model": {
"__rl": true,
"mode": "list",
"value": "gpt-4o-mini"
},
"options": {}
},
"credentials": {
"openAiApi": {
"id": "8gccIjcuf3gvaoEr",
"name": "OpenAi account"
}
},
"typeVersion": 1.2
},
{
"id": "8724cd2d-7f4f-4f8d-beef-23d0360f2487",
"name": "结构化输出解析器",
"type": "@n8n/n8n-nodes-langchain.outputParserStructured",
"position": [
-420,
-220
],
"parameters": {
"schemaType": "manual",
"inputSchema": "{\n \"type\": \"object\",\n \"properties\": {\n \"labels\": {\n \"type\": \"array\",\n \"items\": { \"type\": \"string\" }\n },\n \"priority\": { \"type\": \"number\" },\n \"summary\": { \"type\": \"string\" },\n \"description\": { \"type\": \"string\" }\n }\n}"
},
"typeVersion": 1.2
},
{
"id": "26a7d493-73e4-4ce3-aff1-0357ba5a1df2",
"name": "标记、优先级排序与重写",
"type": "@n8n/n8n-nodes-langchain.chainLlm",
"position": [
-600,
-400
],
"parameters": {
"text": "=Reported by {{ $json.reportedBy }} <{{ $json.reportedByEmailAddress }}>\nReported at: {{ $json.createdAt }}\nIssue Key: {{ $json.issueKey }}\nSummary: {{ $json.summary }}\nDescription: {{ $json.description }}",
"messages": {
"messageValues": [
{
"message": "=Your are JIRA triage assistant who's task is to\n1) classify and label the given issue.\n2) Prioritise the given issue.\n3) Rewrite the issue summary and description.\n\n## Labels\nUse one or more. Use words wrapped in \"[]\" (square brackets):\n* Technical\n* Account\n* Access\n* Billing\n* Product\n* Training\n* Feedback\n* Complaints\n* Security\n* Privacy\n\n## Priority\n* 1 - highest\n* 2 - high\n* 3 - medium\n* 4 - low\n* 5 - lowest\n\n## Rewriting Summary and Description\n* Remove emotional and anedotal phrases or information\n* Keep to the facts of the matter\n* Highlight what was attempted and is/was failing"
}
]
},
"promptType": "define",
"hasOutputParser": true
},
"typeVersion": 1.6
},
{
"id": "909d4901-2c77-44aa-8a21-97a604351b22",
"name": "更新标签、优先级和描述",
"type": "n8n-nodes-base.jira",
"position": [
-240,
-400
],
"parameters": {
"issueKey": "={{ $('Simplify Ticket').item.json.issueKey }}",
"operation": "update",
"updateFields": {
"labels": "={{ $json.output.labels }}",
"priority": {
"__rl": true,
"mode": "id",
"value": "={{ $json.output.priority.toString() }}"
},
"description": "={{ $json.output.description }}\n\n---\nOriginal Message:\n{{ $('Simplify Ticket').item.json.description }}"
}
},
"credentials": {
"jiraSoftwareCloudApi": {
"id": "IH5V74q6PusewNjD",
"name": "Jira SW Cloud account"
}
},
"typeVersion": 1
},
{
"id": "2365cb60-ec67-4d1e-9b8d-1749cf925800",
"name": "获取近期已解决的类似问题",
"type": "n8n-nodes-base.jira",
"position": [
120,
-360
],
"parameters": {
"limit": 5,
"options": {
"jql": "=key != {{ $('Simplify Ticket').item.json.issueKey }}\nAND status in (\"Resolved\", \"Closed\", \"Done\")\nAND resolutiondate >= startOfMonth(-1)\nAND labels in ({{\n $('Label, Prioritize & Rewrite').item.json.output.labels\n .map(label => `\"${label}\"`)\n .join(',')\n}})"
},
"operation": "getAll"
},
"credentials": {
"jiraSoftwareCloudApi": {
"id": "IH5V74q6PusewNjD",
"name": "Jira SW Cloud account"
}
},
"typeVersion": 1
},
{
"id": "a6e8937c-c26c-4659-809a-33ab4b2e7da6",
"name": "遍历项目",
"type": "n8n-nodes-base.splitInBatches",
"position": [
340,
-360
],
"parameters": {
"options": {}
},
"typeVersion": 3
},
{
"id": "eec2ee2b-12ab-4cd3-9eb9-e300b5c27e81",
"name": "问题参考",
"type": "n8n-nodes-base.noOp",
"position": [
560,
-200
],
"parameters": {},
"typeVersion": 1
},
{
"id": "3f33f567-baa0-4ca8-8a05-05302b0807aa",
"name": "获取评论",
"type": "n8n-nodes-base.jira",
"position": [
1000,
-200
],
"parameters": {
"options": {
"orderBy": "-created"
},
"issueKey": "={{ $json.issueKey }}",
"resource": "issueComment",
"operation": "getAll"
},
"credentials": {
"jiraSoftwareCloudApi": {
"id": "IH5V74q6PusewNjD",
"name": "Jira SW Cloud account"
}
},
"typeVersion": 1
},
{
"id": "a631d8d7-8bcd-4a9b-a89b-5f3b7e7ba181",
"name": "简化评论",
"type": "n8n-nodes-base.set",
"position": [
1220,
-200
],
"parameters": {
"options": {},
"assignments": {
"assignments": [
{
"id": "faba7ffd-4f3a-4394-9bed-01014ddc12c1",
"name": "author",
"type": "string",
"value": "={{ $json.author.displayName }}"
},
{
"id": "76ed191c-6c43-47e7-bbaf-104bdde26993",
"name": "comment",
"type": "string",
"value": "={{ $json.body.content.map(item => item.content[0].text).join('\\n') }}"
}
]
}
},
"typeVersion": 3.4
},
{
"id": "a0047017-0dd4-49d1-bda7-4ed94b3b6400",
"name": "总结解决方案",
"type": "@n8n/n8n-nodes-langchain.chainLlm",
"position": [
1660,
-200
],
"parameters": {
"text": "=## Issue\n{{ $('Simplify Issue').item.json.issueKey }} {{ $('Simplify Issue').item.json.summary }}\n{{ $('Simplify Issue').item.json.description }}\n\n## Comments\n{{ $json.comments.map((item,idx) => `${idx+1}. ${item.comment.replaceAll('\\n', ' ')}`).join('\\n') }}",
"messages": {
"messageValues": [
{
"message": "Analyse the given issue and its comments. Your task is to summarise the resolution of this issue."
}
]
},
"promptType": "define"
},
"typeVersion": 1.6
},
{
"id": "6bb5d668-062e-417a-a874-9f10a334a19b",
"name": "简化问题",
"type": "n8n-nodes-base.set",
"position": [
780,
-200
],
"parameters": {
"options": {},
"assignments": {
"assignments": [
{
"id": "267918d5-5193-48c8-8e3a-6542c8edf77c",
"name": "projectKey",
"type": "string",
"value": "={{ $json.fields.project.key }}"
},
{
"id": "8c44b6b1-a5e7-4312-b96c-727b24a82ac2",
"name": "issueKey",
"type": "string",
"value": "={{ $json.key }}"
},
{
"id": "3451a39f-1907-4406-beb9-fd4feebbf4c2",
"name": "issueType",
"type": "string",
"value": "={{ $json.fields.issuetype.name }}"
},
{
"id": "99f33276-50ad-424a-b307-2ed69094bc43",
"name": "createdAt",
"type": "string",
"value": "={{ $json.fields.created }}"
},
{
"id": "5463ff2e-4d42-4602-8278-555f369a37e5",
"name": "status",
"type": "string",
"value": "={{ $json.fields.status.name }}"
},
{
"id": "1df0588e-7916-4c4d-95f1-7c6d58ba094f",
"name": "summary",
"type": "string",
"value": "={{ $json.fields.summary }}"
},
{
"id": "ecf69a9b-18c9-4b04-9d6e-b77391728f33",
"name": "description",
"type": "string",
"value": "={{ $json.fields.description }}"
},
{
"id": "8f7b0876-4d6f-42b3-bc12-34396ce824ed",
"name": "reportedBy",
"type": "string",
"value": "={{ $json.fields.creator.displayName }}"
},
{
"id": "74504426-6ecd-4b32-866f-0e336c669650",
"name": "reportedByEmailAddress",
"type": "string",
"value": "={{ $json.fields.creator.emailAddress }}"
}
]
}
},
"typeVersion": 3.4
},
{
"id": "410c40a1-2f06-4c84-bbd7-1cb3dc5e93af",
"name": "聚合",
"type": "n8n-nodes-base.aggregate",
"position": [
1440,
-200
],
"parameters": {
"options": {},
"aggregate": "aggregateAllItemData",
"destinationFieldName": "comments"
},
"typeVersion": 1
},
{
"id": "1cb3d1ac-1084-417f-a39a-1fbc04b10915",
"name": "OpenAI 聊天模型1",
"type": "@n8n/n8n-nodes-langchain.lmChatOpenAi",
"position": [
1760,
-40
],
"parameters": {
"model": {
"__rl": true,
"mode": "list",
"value": "gpt-4o-mini"
},
"options": {}
},
"credentials": {
"openAiApi": {
"id": "8gccIjcuf3gvaoEr",
"name": "OpenAi account"
}
},
"typeVersion": 1.2
},
{
"id": "0f8325eb-4d23-4a05-9f76-7ef111b8d2d6",
"name": "返回字段",
"type": "n8n-nodes-base.set",
"position": [
2020,
-80
],
"parameters": {
"options": {},
"assignments": {
"assignments": [
{
"id": "ae761d50-f4b9-4baa-beec-ca1a91614d1c",
"name": "issueKey",
"type": "string",
"value": "={{ $('Simplify Issue').item.json.issueKey }}"
},
{
"id": "963b12a4-cf60-4380-9f71-4b9885e9f9b5",
"name": "summary",
"type": "string",
"value": "={{ $('Simplify Issue').item.json.summary }}"
},
{
"id": "62a6c941-ccd4-4d71-8685-e5a1144395ca",
"name": "description",
"type": "string",
"value": "={{ $('Simplify Issue').item.json.description }}"
},
{
"id": "47d26f5c-d360-4ca3-b48a-d36ea1746a3b",
"name": "resolution",
"type": "string",
"value": "={{ $json.text }}"
}
]
}
},
"typeVersion": 3.4
},
{
"id": "26a32cba-b0b1-4434-b915-6a879eb511e2",
"name": "尝试解决问题",
"type": "@n8n/n8n-nodes-langchain.chainLlm",
"position": [
1100,
-600
],
"parameters": {
"text": "=## Current Issue\nReported by: {{ $('Simplify Ticket').item.json.reportedBy }}\n{{ $('Simplify Ticket').item.json.issueKey }} {{ $('Simplify Ticket').item.json.summary }}\n{{ $('Simplify Ticket').item.json.description }}\n\n## Previously resolved Issues\n{{ $json.resolved_issues.toJsonString() }}",
"messages": {
"messageValues": [
{
"message": "=Using the previously resolved issues, attempt to suggest a resolution for the current issue for the reporter. Please address your answer to the reporter. Assume the report is non-technical and simplify your response as much as possible. Do not sign off your message."
}
]
},
"promptType": "define"
},
"typeVersion": 1.6
},
{
"id": "66929c27-6bc2-43a9-8419-554dbbb33849",
"name": "聚合1",
"type": "n8n-nodes-base.aggregate",
"position": [
900,
-600
],
"parameters": {
"options": {},
"aggregate": "aggregateAllItemData",
"destinationFieldName": "resolved_issues"
},
"typeVersion": 1
},
{
"id": "bbf5bb39-a933-49f1-abb6-143b0bce7d08",
"name": "OpenAI 聊天模型2",
"type": "@n8n/n8n-nodes-langchain.lmChatOpenAi",
"position": [
1200,
-440
],
"parameters": {
"model": {
"__rl": true,
"mode": "list",
"value": "gpt-4o-mini"
},
"options": {}
},
"credentials": {
"openAiApi": {
"id": "8gccIjcuf3gvaoEr",
"name": "OpenAi account"
}
},
"typeVersion": 1.2
},
{
"id": "f7802fbc-96b0-4dcb-98c6-ef9051959728",
"name": "向问题添加评论",
"type": "n8n-nodes-base.jira",
"position": [
1460,
-600
],
"parameters": {
"comment": "={{ $json.text }}",
"options": {},
"issueKey": "={{ $('Simplify Ticket').item.json.issueKey }}",
"resource": "issueComment"
},
"credentials": {
"jiraSoftwareCloudApi": {
"id": "IH5V74q6PusewNjD",
"name": "Jira SW Cloud account"
}
},
"typeVersion": 1
},
{
"id": "a294329c-8ff6-4b2f-aa38-e9661d797f7e",
"name": "便签",
"type": "n8n-nodes-base.stickyNote",
"position": [
-1620,
-600
],
"parameters": {
"color": 7,
"width": 680,
"height": 460,
"content": "## 1. 获取未处理工单"
},
"typeVersion": 1
},
{
"id": "d201a66e-b64b-4b55-b785-9ab2d78f5362",
"name": "标记为已查看",
"type": "n8n-nodes-base.removeDuplicates",
"position": [
-1140,
-400
],
"parameters": {
"options": {},
"operation": "removeItemsSeenInPreviousExecutions",
"dedupeValue": "={{ $json.key }}"
},
"typeVersion": 2
},
{
"id": "72446f8f-07f8-4d06-afe7-ea7ca905183b",
"name": "便签1",
"type": "n8n-nodes-base.stickyNote",
"position": [
-900,
-600
],
"parameters": {
"color": 7,
"width": 860,
"height": 540,
"content": "## 2. 自动化工单分类"
},
"typeVersion": 1
},
{
"id": "8b17aa91-afcb-4106-9987-c380fcb414b6",
"name": "便签2",
"type": "n8n-nodes-base.stickyNote",
"position": [
0,
-600
],
"parameters": {
"color": 7,
"width": 760,
"height": 600,
"content": "## 3. 使用已解决问题尝试解决工单"
},
"typeVersion": 1
},
{
"id": "ea4b420e-7e93-46e6-a94c-96ff96ce38f0",
"name": "便签3",
"type": "n8n-nodes-base.stickyNote",
"position": [
800,
-800
],
"parameters": {
"color": 7,
"width": 860,
"height": 520,
"content": "## 4. 通过评论建议解决方案"
},
"typeVersion": 1
},
{
"id": "de26a64a-73dc-4952-946b-c45af9d712ce",
"name": "便签4",
"type": "n8n-nodes-base.stickyNote",
"position": [
-2100,
-1040
],
"parameters": {
"width": 440,
"height": 1100,
"content": "## 试试看！"
},
"typeVersion": 1
}
],
"pinData": {},
"connections": {
"Aggregate": {
"main": [
[
{
"node": "Summarise Resolution",
"type": "main",
"index": 0
}
]
]
},
"Issue Ref": {
"main": [
[
{
"node": "Simplify Issue",
"type": "main",
"index": 0
}
]
]
},
"Aggregate1": {
"main": [
[
{
"node": "Attempt to Resolve Issue",
"type": "main",
"index": 0
}
]
]
},
"Get Comments": {
"main": [
[
{
"node": "Simplify Comments",
"type": "main",
"index": 0
}
]
]
},
"Mark as Seen": {
"main": [
[
{
"node": "Simplify Ticket",
"type": "main",
"index": 0
}
]
]
},
"Return Fields": {
"main": [
[
{
"node": "Loop Over Items",
"type": "main",
"index": 0
}
]
]
},
"Simplify Issue": {
"main": [
[
{
"node": "Get Comments",
"type": "main",
"index": 0
}
]
]
},
"Loop Over Items": {
"main": [
[
{
"node": "Aggregate1",
"type": "main",
"index": 0
}
],
[
{
"node": "Issue Ref",
"type": "main",
"index": 0
}
]
]
},
"Simplify Ticket": {
"main": [
[
{
"node": "Label, Prioritize & Rewrite",
"type": "main",
"index": 0
}
]
]
},
"Get Open Tickets": {
"main": [
[
{
"node": "Mark as Seen",
"type": "main",
"index": 0
}
]
]
},
"Schedule Trigger": {
"main": [
[
{
"node": "Get Open Tickets",
"type": "main",
"index": 0
}
]
]
},
"OpenAI Chat Model": {
"ai_languageModel": [
[
{
"node": "Label, Prioritize & Rewrite",
"type": "ai_languageModel",
"index": 0
}
]
]
},
"Simplify Comments": {
"main": [
[
{
"node": "Aggregate",
"type": "main",
"index": 0
}
]
]
},
"OpenAI Chat Model1": {
"ai_languageModel": [
[
{
"node": "Summarise Resolution",
"type": "ai_languageModel",
"index": 0
}
]
]
},
"OpenAI Chat Model2": {
"ai_languageModel": [
[
{
"node": "Attempt to Resolve Issue",
"type": "ai_languageModel",
"index": 0
}
]
]
},
"Summarise Resolution": {
"main": [
[
{
"node": "Return Fields",
"type": "main",
"index": 0
}
]
]
},
"Attempt to Resolve Issue": {
"main": [
[
{
"node": "Add Comment to Issue",
"type": "main",
"index": 0
}
]
]
},
"Structured Output Parser": {
"ai_outputParser": [
[
{
"node": "Label, Prioritize & Rewrite",
"type": "ai_outputParser",
"index": 0
}
]
]
},
"Label, Prioritize & Rewrite": {
"main": [
[
{
"node": "Update Labels, Priority and Description",
"type": "main",
"index": 0
}
]
]
},
"Get Recent Similar Issues Resolved": {
"main": [
[
{
"node": "Loop Over Items",
"type": "main",
"index": 0
}
]
]
},
"Update Labels, Priority and Description": {
"main": [
[
{
"node": "Get Recent Similar Issues Resolved",
"type": "main",
"index": 0
}
]
]
}
}
}常见问题
如何使用这个工作流？
复制上方的 JSON 配置代码，在您的 n8n 实例中创建新工作流并选择「从 JSON 导入」，粘贴配置后根据需要修改凭证设置即可。
这个工作流适合什么场景？
高级 - 客户支持, 人工智能
需要付费吗？
本工作流完全免费，您可以直接导入使用。但请注意，工作流中使用的第三方服务（如 OpenAI API）可能需要您自行付费。
相关工作流推荐
使用JIRA、Supabase和AI自动分配支持工单
使用JIRA、Supabase和AI自动分配支持工单
If
Set
Jira
+15
36 节点Jimleuk
客户支持
使用Excel、Outlook和AI的每日新闻简报服务
使用Excel、Outlook和AI的每日新闻简报服务
If
Set
Html
+13
33 节点Jimleuk
人工智能
从Outlook邮件支持请求自动创建JIRA问题
从Outlook邮件支持请求自动创建JIRA问题
Jira
Markdown
Schedule Trigger
+6
12 节点Jimleuk
工程
使用 Slack 和 Linear 的客户支持渠道和工单系统
使用 Slack 和 Linear 的客户支持渠道和工单系统
If
Set
Merge
+8
19 节点Jimleuk
客户支持
使用 n8n、Apify 和 OpenAI o3 自托管 AI 深度研究代理
使用 n8n、Apify 和 OpenAI o3 自托管 AI 深度研究代理
If
Set
Code
+20
87 节点Jimleuk
人工智能
YouTube RAG 搜索前端（使用 Apify、Qdrant 和 AI）
基于 Apify、Qdrant 和 AI 的 YouTube RAG 搜索前端
If
Set
Html
+23
62 节点Jimleuk
人工智能
工作流信息
难度等级
高级
节点数量27
分类2
节点类型11
作者
Jimleuk
@jimleukFreelance consultant based in the UK specialising in AI-powered automations. I work with select clients tackling their most challenging projects. For business enquiries, send me an email at hello@jimle.uk LinkedIn: https://www.linkedin.com/in/jimleuk/ X/Twitter: https://x.com/jimle_uk
外部链接
在 n8n.io 查看 →
分享此工作流