Initial commit

2026-03-25 11:37:46 -04:00
commit dfdbb54875
41 changed files with 5079 additions and 0 deletions
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+import json
+import logging
+import requests
+from flask import Blueprint, request, jsonify, current_app
+from flask_login import login_required, current_user
+from app import db
+from app.models import Ticket, TicketStatus, TicketPriority, TicketCategory
+from app.services.notification_service import notify_new_ticket
+from app.services.log_service import log_action
+
+chatbot_bp = Blueprint('chatbot', __name__, url_prefix='/chatbot')
+logger     = logging.getLogger(__name__)
+
+_SYSTEM_PROMPT = """You are an IT Helpdesk Assistant for an internal IT ticket system.
+Your job is to:
+1. Help employees report IT issues conversationally.
+2. Gather all required information to create a support ticket:
+   - Issue title (short summary)
+   - Detailed description
+   - Category (hardware, software, network, access, email, printer, phone, security, other)
+   - Priority (low, medium, high, critical)
+   - Location (optional)
+   - Asset tag (optional – device serial / asset number)
+3. When you have enough information, respond with a JSON block like this (and ONLY this, no extra text):
+   {"action": "create_ticket", "title": "...", "description": "...", "category": "...", "priority": "...", "location": "...", "asset_tag": "..."}
+4. For general IT questions, answer helpfully but briefly.
+5. If the user seems frustrated or has a critical outage, set priority to "critical".
+6. Keep your tone professional, friendly, and concise.
+7. Always ask clarifying questions if you need more detail before creating a ticket.
+"""
+
+
+@chatbot_bp.route('/message', methods=['POST'])
+@login_required
+def chat():
+    data     = request.get_json(force=True)
+    history  = data.get('history', [])   # [{role, content}, ...]
+    user_msg = data.get('message', '').strip()
+
+    if not user_msg:
+        return jsonify({'error': 'Empty message'}), 400
+
+    api_key = current_app.config.get('ANTHROPIC_API_KEY', '')
+    if not api_key:
+        return jsonify({'reply': "The AI assistant is not configured yet. Please contact your IT administrator.", 'ticket': None})
+
+    messages = history + [{'role': 'user', 'content': user_msg}]
+
+    try:
+        resp = requests.post(
+            'https://api.anthropic.com/v1/messages',
+            headers={
+                'x-api-key'        : api_key,
+                'anthropic-version': '2023-06-01',
+                'content-type'     : 'application/json',
+            },
+            json={
+                'model'     : 'claude-sonnet-4-20250514',
+                'max_tokens': 1024,
+                'system'    : _SYSTEM_PROMPT,
+                'messages'  : messages,
+            },
+            timeout=30,
+        )
+        resp.raise_for_status()
+        reply_text = resp.json()['content'][0]['text'].strip()
+    except Exception as exc:
+        logger.error(f'[CHATBOT API ERROR] {exc}')
+        return jsonify({'reply': 'Sorry, I encountered an error. Please try again or submit a ticket manually.', 'ticket': None})
+
+    # Check if the AI wants to create a ticket
+    ticket_data = None
+    if '"action": "create_ticket"' in reply_text or "'action': 'create_ticket'" in reply_text:
+        try:
+            start = reply_text.find('{')
+            end   = reply_text.rfind('}') + 1
+            parsed = json.loads(reply_text[start:end])
+            if parsed.get('action') == 'create_ticket':
+                ticket = Ticket(
+                    title         = parsed.get('title', 'Untitled Issue'),
+                    description   = parsed.get('description', ''),
+                    category      = parsed.get('category', TicketCategory.OTHER),
+                    priority      = parsed.get('priority', TicketPriority.MEDIUM),
+                    location      = parsed.get('location', ''),
+                    asset_tag     = parsed.get('asset_tag', ''),
+                    created_by_id = current_user.id,
+                    status        = TicketStatus.OPEN,
+                    ai_generated  = True,
+                )
+                ticket.ticket_number = ticket.generate_ticket_number()
+                db.session.add(ticket)
+                db.session.commit()
+
+                log_action(current_user.id, 'ticket_create_chatbot', 'ticket', ticket.id,
+                           f'ticket_number={ticket.ticket_number} ai_generated=True')
+                logger.info(f'[CHATBOT TICKET CREATE] ticket_id={ticket.id} number={ticket.ticket_number} user_id={current_user.id}')
+                notify_new_ticket(ticket)
+
+                ticket_data = {
+                    'id'            : ticket.id,
+                    'ticket_number' : ticket.ticket_number,
+                    'title'         : ticket.title,
+                    'url'           : f'/tickets/{ticket.id}',
+                }
+                reply_text = (
+                    f"✅ **Ticket Created!**\n\n"
+                    f"I've submitted your ticket **{ticket.ticket_number}**: _{ticket.title}_\n\n"
+                    f"Our IT team has been notified and will get back to you shortly. "
+                    f"You can track your ticket [here](/tickets/{ticket.id})."
+                )
+        except (json.JSONDecodeError, KeyError) as exc:
+            logger.warning(f'[CHATBOT PARSE ERROR] Could not parse ticket JSON: {exc}')
+
+    return jsonify({'reply': reply_text, 'ticket': ticket_data})