'j!%dZddlZddlZddlZddlZddlmZddlmZdZ dZ hdZ d Z d e d e fd Zd efd Zde d e fdZde d e fdZde d e fdZde d e fdZ dde de de de d e f dZde de d e fdZ dde de de de de dedzd e fdZy)u{ AI provider abstraction for ticket acknowledgment and activity classification. Supports three providers via AI_PROVIDER env var: - anthropic (default) — Claude Haiku - openai — GPT-4o Mini via Responses API - gemini — Gemini Flash via google-genai SDK All sync SDK calls are wrapped in asyncio.to_thread to avoid blocking the event loop. N)genai)settingsuYou are a professional support agent at PIT Solution AG. Write a warm, concise acknowledgment for the support ticket below. Rules: - Detect the language of the ticket (Subject + Message). Reply in that language. Default to English if unsure. - Start with a greeting on its own line: 'Hi {customer},' or 'Dear {customer},' (use Hi for informal, Dear for formal tone). - Then a blank line. - Then 2-3 sentences: confirm receipt, show you understood the issue, assure the team will look into it. - Then a blank line. - End with exactly two lines: Best regards, {current_user} PIT Solution AG - Plain text only — no markdown. Customer name: {customer} Subject: {title} Message: {body}a4Classify this support ticket into exactly one of these Azure DevOps activity types: Design, Development, Deployment, Documentation, Requirements, Testing Rules: - Design: UI/UX, layout, mockups, visual changes - Development: bugs, features, code changes, integrations - Deployment: releases, server issues, hosting, configuration - Documentation: docs, manuals, guides, content updates - Requirements: requests, specifications, planning - Testing: QA, test failures, verification Reply with only the single word. No explanation. Subject: {title} Message: {body}>DesignTesting Deployment Development Requirements DocumentationuYou are a project manager at Looping Group, a web agency. Analyze this support ticket and suggest relevant tags for the Azure DevOps task. Choose only from these tag categories (pick all that apply, max 10 total): Website (tag name → domain/aliases — search ALL context fields for any match): Aquacolors → aquacolors.fr Aquaparc → aquaparc.ch, aquaparc.com Aquatico Amarante → aquaticoamarante.pt, aquatico Avonturenpark Hellendoorn → avonturenpark.nl, hellendoorn Parc Bagatelle → parcbagatelle.fr, bagatelle Cobac Parc → cobacparc.fr, cobac Drayton Manor Resort Limited → draytonmanor.co.uk, drayton manor, drayton Drievliet → drievliet.nl FORT FUN GmbH → fortfun.de, fort-fun.de, fort fun, fortfun Grand Aquarium de Saint Malo → aquarium-st-malo.com, saint malo, saintmalo Aquarium de Touraine → aquariumdetouraine.fr, touraine Isla Magica → islamagica.es, isla magica Istralandia → istralandia.hr La Mer de Sable → lamerdesable.fr, mer de sable Looping Group → loopinggroup.com (use ONLY if no specific park/site is mentioned anywhere) Mini Chateaux → minichateaux.fr, mini chateaux Parc Saint Paul → parcsaintpaul.com, saint paul Planete Sauvage → planete-sauvage.fr, planete sauvage Pleasurewood Hills → pleasurewoodhills.com, pleasurewood Waterworld → waterworlduk.co.uk West Midland Safari Park → wmsp.co.uk, west midland safari, west midland Zoo de La Fleche → zoo-la-fleche.com, la fleche, lafleche Technology: WordPress, TYPO3, Shopify, WooCommerce, PHP, JavaScript, HTML/CSS, React, Vue, Laravel, MySQL, API Issue type: Bug, Feature Request, Content Update, Performance, Security, Design Change, Integration, Migration, SEO Urgency: Urgent, Critical, Routine Rules: - REQUIRED: exactly 1 website tag (use tag name, not domain/alias). - Check customer email domain (e.g. user@fortfun.de → FORT FUN GmbH), organization name, ticket subject, description, and all comments/replies for any site mention. - Default to 'Looping Group' ONLY when truly no park/site appears anywhere in any field. - Include other clearly applicable tags (max 10 total). - Return semicolon-separated on a single line, no explanation. - Example: FORT FUN GmbH; WordPress; Bug; Urgent {context}htmlreturncLtjdd|jS)z$Strip HTML tags, leaving plain text.z<[^>]+> )resubstrip)r s )/var/www/html/zammad-automation/app/ai.py _strip_htmlris 66*c4 ( . . 00ctjdk(rttjStjdk(rttjSttj S)z=Return True if the configured AI provider has an API key set.openaigemini)r ai_providerboolopenai_api_keygemini_api_keyanthropic_api_keyrr _has_providerrnsQx'H++,,x'H++,, ** ++rpromptctjtj}|jj ddd|dg}|j djS)Napi_keyzclaude-haiku-4-5-20251001user)rolecontent)model max_tokensmessagesr) anthropic Anthropicrrr*creater'text)r clientmsgs r_call_anthropicr1wsX  )C)C DF // )!f56 ! C ;;q>  rctjtj}|jj d|}|j S)Nr"z gpt-4o-mini)r(input)rOpenAIrr responsesr- output_textr r/resps r _call_openair9sE ]]8#:#: ;F    " " # D   rctjtj}|jj d|}|j S)Nr"zgemini-flash-latest)r(contents)rClientrrmodelsgenerate_contentr.r7s r _call_geminir?sA \\("9"9 :F == ) )# * D 99rctjdk(r t|Stjdk(r t|St |S)z'Dispatch to the configured AI provider.rr)rrr9r?r1)r s r_call_airAs?x'F##x'F## 6 ""r ticket_titleticket_body_html customer_name agent_namecKtstdtjdt |dd}|xsd}|xsd}t j ||||}tjt|d{S7w)zGenerate a personalised acknowledgment reply in the ticket's language. Truncates body to 1500 chars to stay within token limits.z AI provider 'z' selected but API key not setNitherez Support Team)titlebodycustomer current_user) r RuntimeErrorrrr _ACK_PROMPTformatasyncio to_threadrA)rBrCrDrE body_textrJrKr s rgenerate_acknowledgmentrRs ?]8+?+?*@@^_``,-et4I'H/L   lXdp  qF""8V4 44 4sA8B:A?;Bc(Ktsyt|dd}tj||} t j t |d{}|jjd}|tvr|SdS7/#t$rYywxYww)zClassify ticket into a DevOps activity type using AI. Falls back to 'Development' if AI is unavailable or returns an invalid value.r Ni )rHrI.) rr_ACTIVITY_PROMPTrNrOrPrAr_VALID_ACTIVITIES Exception)rBrCrQr rawactivitys rclassify_activityrZs ?,-ds3I  $ $B?BBB B BBBcustomer_email customer_orgarticlescTKtsyg}|jd||r|jd||r|jd||r|jd|t|ddj}|r|jd||rMt |dd d D];\}} t| dd j} | s%|jd |d | =dj |} t j| } tjt| d{} | jddjdDcgc]#}|js|j%}}dj |dd S7ecc}w#t$rYywxYww)zSuggest semicolon-separated Azure DevOps tags for a Looping Group website ticket. Uses all available context: title, description, customer info, and all article/comment bodies. Returns empty string if AI unavailable or classification fails.z Subject: z Customer: zCustomer email: zCustomer organization: Niz Description: rizComment z: z )context,;z; )rappendrr enumeratejoin _TAGS_PROMPTrNrOrPrAreplacesplitrW)rBrCr[r\rDr]lines descriptioni body_htmlr.rar rXttagss r suggest_tagsrps ? E LL9\N+, z-12 ''789 .|n=>./6<<>K ~k]34%hsmQ7 6LAyy)$3/557D xs#dV45 6 kk% G   1F%%h77#&;;sC#8#>#>s#CQaqwwy QQyycr##8Q s[C F(AF(F,F-'FF*F<FF(FF F%"F($F%%F()r_r_)r_r_r_N)__doc__rOrr+rgooglerconfigrrMrUrVrgstrrrrr1r9r?rArRrZlistrprrrrvs_     . h % T1c1c1 ,t,CC#S#S# 5555 5  5$ #   & (((( (  ( Tk ( (r