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Also take in consideration of the ticket source, category and priority

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johnnyq
2025-09-06 19:41:16 -04:00
parent ebae80bb7e
commit 9210734911
1 changed files with 35 additions and 26 deletions
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61
post/ai.php
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@@ -78,6 +78,8 @@ if (isset($_GET['ai_reword'])) {
if (isset($_GET['ai_ticket_summary'])) { if (isset($_GET['ai_ticket_summary'])) {
header('Content-Type: text/html; charset=UTF-8');
$sql = mysqli_query($mysqli, "SELECT * FROM ai_models LEFT JOIN ai_providers ON ai_model_ai_provider_id = ai_provider_id WHERE ai_model_use_case = 'General' LIMIT 1"); $sql = mysqli_query($mysqli, "SELECT * FROM ai_models LEFT JOIN ai_providers ON ai_model_ai_provider_id = ai_provider_id WHERE ai_model_use_case = 'General' LIMIT 1");
$row = mysqli_fetch_array($sql); $row = mysqli_fetch_array($sql);
@@ -90,9 +92,10 @@ if (isset($_GET['ai_ticket_summary'])) {
// Query the database for ticket details // Query the database for ticket details
$sql = mysqli_query($mysqli, " $sql = mysqli_query($mysqli, "
SELECT ticket_subject, ticket_details, ticket_status_name SELECT ticket_subject, ticket_details, ticket_source, ticket_priority, ticket_status_name, category_name
FROM tickets FROM tickets
LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id
LEFT JOIN categories ON ticket_category = category_id
WHERE ticket_id = $ticket_id WHERE ticket_id = $ticket_id
LIMIT 1 LIMIT 1
"); ");
@@ -100,6 +103,9 @@ if (isset($_GET['ai_ticket_summary'])) {
$ticket_subject = $row['ticket_subject']; $ticket_subject = $row['ticket_subject'];
$ticket_details = strip_tags($row['ticket_details']); // strip HTML for cleaner prompt $ticket_details = strip_tags($row['ticket_details']); // strip HTML for cleaner prompt
$ticket_status = $row['ticket_status_name']; $ticket_status = $row['ticket_status_name'];
$ticket_category = $row['category_name'];
$ticket_source = $row['ticket_source'];
$ticket_priority = $row['ticket_priority'];
// Get ticket replies // Get ticket replies
$sql_replies = mysqli_query($mysqli, " $sql_replies = mysqli_query($mysqli, "
@@ -120,35 +126,38 @@ if (isset($_GET['ai_ticket_summary'])) {
} }
$prompt = " $prompt = "
Summarize the following IT support ticket and its responses in a concise, clear, and professional manner. Summarize the following IT support ticket and its responses in a concise, clear, and professional manner.
The summary should include: The summary should include:
1. Main Issue: What was the problem reported by the user? 1. Main Issue: What was the problem reported by the user?
2. Actions Taken: What steps were taken to address the issue? 2. Actions Taken: What steps were taken to address the issue?
3. Resolution or Next Steps: Was the issue resolved or is it ongoing? 3. Resolution or Next Steps: Was the issue resolved or is it ongoing?
Please ensure: Please ensure:
- If there are multiple issues, summarize each separately. - If there are multiple issues, summarize each separately.
- Urgency: If the ticket or replies express urgency or escalation, highlight it. - Urgency: If the ticket or replies express urgency or escalation, highlight it.
- Attachments: If mentioned in the ticket, note any relevant attachments or files. - Attachments: If mentioned in the ticket, note any relevant attachments or files.
- Avoid extra explanations or unnecessary information. - Avoid extra explanations or unnecessary information.
Ticket Data: Ticket Data:
- Current Ticket Status: $ticket_status - Ticket Source: $ticket_source
- Ticket Subject: $ticket_subject - Current Ticket Status: $ticket_status
- Ticket Details: $ticket_details - Ticket Priority: $ticket_priority
- Replies: - Ticket Category: $ticket_category
$all_replies_text - Ticket Subject: $ticket_subject
- Ticket Details: $ticket_details
- Replies:
$all_replies_text
Formatting instructions: Formatting instructions:
- Use valid HTML tags only. - Use valid HTML tags only.
- Use <h3> for section headers (Main Issue, Actions Taken, Resolution). - Use <h3> for section headers (Main Issue, Actions Taken, Resolution).
- Use <ul><li> for bullet points under each section. - Use <ul><li> for bullet points under each section.
- Do NOT wrap the output in ```html or any other code fences. - Do NOT wrap the output in ```html or any other code fences.
- Do NOT include <html>, <head>, or <body>. - Do NOT include <html>, <head>, or <body>.
- Output only the summary content in pure HTML. - Output only the summary content in pure HTML.
If any part of the ticket or replies is unclear or ambiguous, mention it in the summary and suggest if further clarification is needed. If any part of the ticket or replies is unclear or ambiguous, mention it in the summary and suggest if further clarification is needed.
"; ";
// Prepare the POST data // Prepare the POST data
$post_data = [ $post_data = [