mirror of
https://github.com/itflow-org/itflow
synced 2026-11-11 07:01:16 +00:00
98 lines
4.2 KiB
PHP
98 lines
4.2 KiB
PHP
<?php
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/*
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* ITFlow - AI on a ticket (functions/ai_ticket.php): a summary saved as an
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* internal note, and triage - asked for from the ticket's menu, then applied
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* or dismissed from the suggestion on the ticket. Each needs the role's Use
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* AI permission, Support to change tickets, and the ticket's client.
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*/
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defined('FROM_POST_HANDLER') || die("Direct file access is not allowed");
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// The AI summary, kept on the ticket as an internal note
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if (isset($_POST['add_ticket_ai_note'])) {
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validateCSRFToken();
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$row = ticketForRequest($_POST['ticket_id'] ?? 0, 2);
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$ticket_id = intval($row['ticket_id']);
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if (!empty($row['ticket_closed_at'])) {
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flashAlert('Ticket <strong>' . escapeHtml(ticketReference($row)) . '</strong> is closed - nothing more goes on it.', 'error');
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redirect();
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}
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// What the window showed, cleaned again - it came back from the page
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$note = trim(documentHtmlPurify((string) ($_POST['note'] ?? '')));
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if (trim(strip_tags($note)) === '') {
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flashAlert('There was no summary to save - ask for it again.', 'error');
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redirect();
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}
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$note = mysqli_real_escape_string($mysqli, '<p><strong>AI summary</strong></p>' . $note);
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mysqli_query($mysqli, "INSERT INTO ticket_replies SET ticket_reply = '$note', ticket_reply_type = 'Internal', ticket_reply_time_worked = '00:00:00', ticket_reply_by = $session_user_id, ticket_reply_ticket_id = $ticket_id");
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mysqli_query($mysqli, "UPDATE tickets SET ticket_updated_at = NOW() WHERE ticket_id = $ticket_id");
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logAudit("Ticket", "Reply", "$session_name saved an AI summary as an internal note on ticket " . escapeSql(ticketReference($row)), $client_id, $ticket_id);
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flashAlert('Summary saved as an internal note on <strong>' . escapeHtml(ticketReference($row)) . '</strong>');
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redirect();
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}
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// Triage with AI, from the ticket's menu - what it suggests shows on the ticket, to apply or dismiss
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if (isset($_GET['triage_ticket_ai'])) {
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validateCSRFToken();
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$row = ticketForRequest($_GET['triage_ticket_ai'], 2);
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if (!aiCan()) {
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permissionRefuse(permissionRefusedText('module_ai', 1, 0));
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}
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$result = aiTicketTriage(intval($row['ticket_id']));
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if (!$result['ok']) {
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flashAlert('AI triage didn\'t work - ' . escapeHtml($result['error']), 'error');
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redirect();
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}
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$changes = aiTriageChanges($result['triage'], $row);
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flashAlert($changes ? 'AI triage suggests a ' . escapeHtml(implode(' and a ', array_keys($changes))) . ' - apply it or dismiss it on the ticket' : 'AI triage agrees with the category and priority it has', 'info');
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redirect();
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}
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// Apply what AI triage suggests - or dismiss it
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if (isset($_POST['apply_ticket_ai_triage']) || isset($_POST['dismiss_ticket_ai_triage'])) {
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validateCSRFToken();
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$row = ticketForRequest($_POST['ticket_id'] ?? 0, 2);
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$ticket_id = intval($row['ticket_id']);
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$triage = aiTriageRow($ticket_id);
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if (!$triage || $triage['ai_triage_state'] !== 'suggested') {
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flashAlert('There is no AI triage waiting on this ticket.', 'info');
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redirect();
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}
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if (isset($_POST['dismiss_ticket_ai_triage'])) {
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mysqli_query($mysqli, "UPDATE ai_ticket_triage SET ai_triage_state = 'dismissed', ai_triage_by = $session_user_id WHERE ai_triage_ticket_id = $ticket_id");
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flashAlert('AI triage dismissed', 'info');
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redirect();
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}
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if (!ticketIsOpen($row)) {
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flashAlert('Ticket <strong>' . escapeHtml(ticketReference($row)) . '</strong> isn\'t open - reopen it to change it.', 'error');
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redirect();
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}
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// Those ticked - both, without the window's script
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$only = array_values(array_intersect((array) ($_POST['apply'] ?? ['category', 'priority']), ['category', 'priority']));
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$changes = aiTriageApply($ticket_id, stripslashes($session_name), $only, 'applied', $session_user_id);
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if (!$changes) {
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flashAlert('Nothing to change - the ticket has that already', 'info');
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redirect();
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}
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$said = [];
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foreach ($changes as $field => $change) {
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$said[] = ucfirst($field) . ' <strong>' . escapeHtml($change[1]) . '</strong>';
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}
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flashAlert(implode(' and ', $said) . ' set on <strong>' . escapeHtml(ticketReference($row)) . '</strong>');
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redirect();
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}
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