mirror of https://github.com/itflow-org/itflow
Ticket Summeries are now in HTML form wit ha breakdown of the Main Issue, Actions Taken and Resolution or Next Steps. It also takes into consideration of the current ticket status and Who replyied for the ticket replys / comments
This commit is contained in:
johnnyq
parent
dcade3a5c7
commit
ebae80bb7e
52
post/ai.php
52
post/ai.php
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@ -31,7 +31,7 @@ if (isset($_GET['ai_reword'])) {
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["role" => "system", "content" => $promptText],
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["role" => "user", "content" => $userText],
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],
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"temperature" => 0.7
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"temperature" => 0.5
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];
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// Initialize cURL session to the OpenAI Chat API.
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@ -90,19 +90,22 @@ if (isset($_GET['ai_ticket_summary'])) {
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// Query the database for ticket details
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$sql = mysqli_query($mysqli, "
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SELECT ticket_subject, ticket_details
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SELECT ticket_subject, ticket_details, ticket_status_name
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FROM tickets
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LEFT JOIN ticket_statuses ON ticket_status = ticket_status_id
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WHERE ticket_id = $ticket_id
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LIMIT 1
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");
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$row = mysqli_fetch_assoc($sql);
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$ticket_subject = $row['ticket_subject'];
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$ticket_details = strip_tags($row['ticket_details']); // strip HTML for cleaner prompt
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$ticket_status = $row['ticket_status_name'];
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// Get ticket replies
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$sql_replies = mysqli_query($mysqli, "
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SELECT ticket_reply, ticket_reply_type
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SELECT ticket_reply, ticket_reply_type, user_name
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FROM ticket_replies
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LEFT JOIN users ON ticket_reply_by = user_id
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WHERE ticket_reply_ticket_id = $ticket_id
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AND ticket_reply_archived_at IS NULL
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ORDER BY ticket_reply_id ASC
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@ -112,17 +115,40 @@ if (isset($_GET['ai_ticket_summary'])) {
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while ($reply = mysqli_fetch_assoc($sql_replies)) {
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$reply_type = $reply['ticket_reply_type'];
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$reply_text = strip_tags($reply['ticket_reply']);
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$all_replies_text .= "\n[$reply_type]: $reply_text";
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$reply_by = $reply['user_name'];
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$all_replies_text .= "\nReply Type: $reply_type Reply By: $reply_by: Reply Text: $reply_text";
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}
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$prompt = "
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Summarize the following IT ticket and its responses in a concise and clear manner. Your summary should highlight the main issue, actions taken, and resolution steps. Please avoid extra wording or irrelevant details.
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Summarize the following IT support ticket and its responses in a concise, clear, and professional manner.
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The summary should include:
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Ticket Subject: $ticket_subject
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Ticket Details: $ticket_details
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Replies: $all_replies_text
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1. Main Issue: What was the problem reported by the user?
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2. Actions Taken: What steps were taken to address the issue?
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3. Resolution or Next Steps: Was the issue resolved or is it ongoing?
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Please make the summary as short as possible. Only provide the summary with no additional explanation.";
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Please ensure:
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- If there are multiple issues, summarize each separately.
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- Urgency: If the ticket or replies express urgency or escalation, highlight it.
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- Attachments: If mentioned in the ticket, note any relevant attachments or files.
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- Avoid extra explanations or unnecessary information.
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Ticket Data:
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- Current Ticket Status: $ticket_status
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- Ticket Subject: $ticket_subject
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- Ticket Details: $ticket_details
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- Replies:
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$all_replies_text
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Formatting instructions:
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- Use valid HTML tags only.
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- Use <h3> for section headers (Main Issue, Actions Taken, Resolution).
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- Use <ul><li> for bullet points under each section.
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- Do NOT wrap the output in ```html or any other code fences.
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- Do NOT include <html>, <head>, or <body>.
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- Output only the summary content in pure HTML.
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If any part of the ticket or replies is unclear or ambiguous, mention it in the summary and suggest if further clarification is needed.
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";
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// Prepare the POST data
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$post_data = [
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@ -131,7 +157,7 @@ if (isset($_GET['ai_ticket_summary'])) {
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["role" => "system", "content" => "Your task is to summarize IT support tickets with clear, concise details."],
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["role" => "user", "content" => $prompt]
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],
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"temperature" => 0.7
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"temperature" => 0.3
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];
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$ch = curl_init();
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@ -154,8 +180,8 @@ if (isset($_GET['ai_ticket_summary'])) {
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$response_data = json_decode($response, true);
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$summary = $response_data['choices'][0]['message']['content'] ?? "No summary available.";
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// Print the summary
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echo nl2br(htmlentities($summary));
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echo $summary; // nl2br to convert newlines to <br>, htmlspecialchars to prevent XSS
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}
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if (isset($_GET['ai_create_document_template'])) {
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@ -188,7 +214,7 @@ if (isset($_GET['ai_create_document_template'])) {
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["role" => "system", "content" => $system_message],
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["role" => "user", "content" => $user_message]
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],
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"temperature" => 0.7
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"temperature" => 0.5
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];
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$ch = curl_init();
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@ -1284,8 +1284,8 @@ require_once "../includes/footer.php";
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</button>
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</div>
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<div class="modal-body bg-white">
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<div id="summaryContent" class="text-center">
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<i class="fas fa-spinner fa-spin"></i> Generating summary...
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<div id="summaryContent">
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<span class="text-center"><i class="fas fa-spinner fa-spin"></i> Generating summary...</span>
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</div>
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</div>
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</div>
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