Update main.py

main.py

@@ -10,7 +10,7 @@ from fastapi.middleware.cors import CORSMiddleware
 from pydantic import BaseModel
 from dotenv import load_dotenv
 from datetime import datetime
-
+#updated
 # KB services (Chroma + sentence-transformers + BM25 hybrid)
 from services.kb_creation import (
     collection,
@@ -290,6 +290,20 @@ def _classify_resolution_llm(user_message: str) -> bool:
     except Exception:
         return False
 
+
+def _is_generic_issue(msg_norm: str) -> bool:
+    """
+    Returns True for very generic/open-ended issue statements that
+    shouldn’t trigger a KB search yet.
+    """
+    generic_phrases = [
+        "issue", "have an issue", "having an issue", "got an issue",
+        "problem", "have a problem", "help", "need help", "support",
+        "need support", "please help", "need assistance", "assist me",
+        "facing issue", "facing a problem", "got a problem"
+    ]
+    return any(p == msg_norm or p in msg_norm for p in generic_phrases) or len(msg_norm.split()) <= 2
+
 # ---------------------- Health ----------------------
 @app.get("/")
 async def health_check():
@@ -303,10 +317,10 @@ async def chat_with_ai(input_data: ChatInput):
     A) If 'resolved/working' detected → auto-create tracking incident, auto-mark Resolved, and ask if further help needed.
     B) If user intent is 'create incident/ticket' → SHOW INCIDENT FORM (ask Short & Long description). No Yes/No confirmation here.
     C) Ticket status intent → if number missing, ask for it; else return status from ServiceNow.
-    D) Feedback-only → first ask clarifying details; after user shares details, try KB again.
+    D) Generic issue/openers → ask clarifying details first (no KB yet).
+       Feedback-only → first ask clarifying details; after user shares details, try KB again.
        If still no context after clarification → suggest incident ONCE (Yes/No).
     E) Otherwise, use HYBRID search; rewrite answer from KB only; ask resolved if 'OK', or refine if 'PARTIAL'.
-
     """
     try:
         msg_norm = (input_data.user_message or "").lower().strip()
@@ -392,7 +406,7 @@ async def chat_with_ai(input_data: ChatInput):
         # --- (B) Incident intent
         if _is_incident_intent(msg_norm):
             return {
-                "bot_response":(
+                "bot_response": (
                     "Okay, let’s create a ServiceNow incident.\n\n"
                     "Please provide:\n• Short Description (one line)\n• Detailed Description (steps, error text, IDs, site, environment)"
                 ),
@@ -400,13 +414,34 @@ async def chat_with_ai(input_data: ChatInput):
                 "context_found": False,
                 "ask_resolved": False,
                 "suggest_incident": False,
-                "show_incident_form": True, 
+                "show_incident_form": True,
                 "followup": None,
                 "top_hits": [],
                 "sources": [],
                 "debug": {"intent": "create_ticket"},
             }
 
+        # --- (B.1) Generic issue/open-ended messages → ask for details first
+        if _is_generic_issue(msg_norm):
+            return {
+                "bot_response": (
+                    "Sure, I can help. Please describe your issue:\n"
+                    "• Module/area (e.g., Picking, Receiving, Trailer Close)\n"
+                    "• Exact error message text/code (copy-paste)\n"
+                    "• IDs involved (Order#, Load ID, Shipment#)\n"
+                    "• Warehouse/site & environment (prod/test)\n"
+                    "• When it started and how many users are impacted"
+                ),
+                "status": "NO_KB_MATCH",
+                "context_found": False,
+                "ask_resolved": False,
+                "suggest_incident": False,
+                "followup": "Please reply with the above details.",
+                "top_hits": [],
+                "sources": [],
+                "debug": {"intent": "generic_issue"},
+            }
+
         # --- (C) Ticket status intent
         status_intent = _parse_ticket_status_intent(msg_norm)
         if status_intent:
@@ -418,6 +453,7 @@ async def chat_with_ai(input_data: ChatInput):
                     "ask_resolved": False,
                     "suggest_incident": False,
                     "followup": "Provide the Incident ID and I’ll fetch the status.",
+                    "show_status_form": True,  # helps front-end show the status input card
                     "top_hits": [],
                     "sources": [],
                     "debug": {"intent": "status_request_missing_id"},
@@ -441,7 +477,6 @@ async def chat_with_ai(input_data: ChatInput):
                 short = result.get("short_description", "")
                 num = result.get("number", number or "unknown")
 
-                # ✅ Use bold labels + hard line breaks so lines appear separately in Markdown
                 return {
                     "bot_response": (
                         f"**Ticket:** {num}  \n"
@@ -449,7 +484,7 @@ async def chat_with_ai(input_data: ChatInput):
                         f"**Issue description:** {short}"
                     ),
                     "status": "OK",
-                    "show_assist_card": True,   # <— triggers Yes/No card
+                    "show_assist_card": True,  # show Yes/No card so user can continue
                     "context_found": False,
                     "ask_resolved": False,
                     "suggest_incident": False,
@@ -477,7 +512,7 @@ async def chat_with_ai(input_data: ChatInput):
                 "status": "NO_KB_MATCH",
                 "context_found": False,
                 "ask_resolved": False,
-                "suggest_incident": bool(second_try),
+                "suggest_incident": bool(second_try),  # on second try → show Yes/No card
                 "followup": ("Please reply with the above details." if not second_try else "Shall I create a ticket now?"),
                 "top_hits": [],
                 "sources": [],
@@ -492,11 +527,11 @@ async def chat_with_ai(input_data: ChatInput):
         best_distance = kb_ctx.get("best_score")  # lower = better
         best_combined = kb_ctx.get("best_combined")  # higher = better
 
-        # Dynamic gating based on combined score primarily, distance secondarily
+        # Dynamic gating
         short_query = len((input_data.user_message or "").split()) <= 4
         gate_combined_no_kb = 0.22 if short_query else 0.28  # below this → NO_KB
         gate_combined_ok = 0.60 if short_query else 0.55     # above this → OK
-        gate_distance_no_kb = 2.0                            # if semantic distance is very high, treat carefully
+        gate_distance_no_kb = 2.0
 
         if (not context_found or not context.strip()) or (
             (best_combined is None or best_combined < gate_combined_no_kb)
@@ -521,7 +556,7 @@ async def chat_with_ai(input_data: ChatInput):
             }
 
         # We have KB context → LLM rewrite (KB‑only, no Source lines)
-        threshold_ok = gate_combined_ok  # use combined score as the primary signal
+        threshold_ok = gate_combined_ok
         enhanced_prompt = (
             "Rewrite the following knowledge base context into clear, actionable steps for the user's question. "
             "Use ONLY the provided context; do NOT add information that is not present in it. "
@@ -601,9 +636,7 @@ def _set_incident_resolved(sys_id: str) -> bool:
     Logs a short diagnostic line on failure so we can see the exact reason.
     """
     try:
-        # 1) Get an OAuth token the same way you already do for other ServiceNow calls
         token = get_valid_token()
-        # 2) Read your instance URL from env
         instance_url = os.getenv("SERVICENOW_INSTANCE_URL")
         if not instance_url:
             print("[SN PATCH resolve] missing SERVICENOW_INSTANCE_URL")
@@ -623,36 +656,33 @@ def _set_incident_resolved(sys_id: str) -> bool:
         assign_group = os.getenv("SERVICENOW_ASSIGNMENT_GROUP_SYSID")  # optional
         require_progress = os.getenv("SERVICENOW_REQUIRE_IN_PROGRESS_FIRST", "false").lower() in ("1", "true", "yes")
 
-        # Optional pre-step: set state=2 (In Progress) if your org enforces transitions
         if require_progress:
             try:
-                resp1 = requests.patch(url, headers=headers, json={"state": "2"}, verify=VERIFY_SSL, timeout=25)  # <-- use VERIFY_SSL
+                resp1 = requests.patch(url, headers=headers, json={"state": "2"}, verify=VERIFY_SSL, timeout=25)
                 print(f"[SN PATCH progress] status={resp1.status_code} body={resp1.text[:500]}")
             except Exception as e:
                 print(f"[SN PATCH progress] exception={str(e)}")
 
-        # Helper to clean payload
         def clean(d: dict) -> dict:
             return {k: v for k, v in d.items() if v is not None}
 
         payload_A = clean({
-            "state": "6",  # numeric Resolved
-            "close_code": close_code_val,  # Resolution code (default field name)
-            "close_notes": close_notes_val,  # Resolution notes (default field name)
-            "caller_id": caller_sysid,  # mandatory in your org
+            "state": "6",
+            "close_code": close_code_val,
+            "close_notes": close_notes_val,
+            "caller_id": caller_sysid,
             "resolved_at": datetime.utcnow().strftime("%Y-%m-%d %H:%M:%S"),
             "work_notes": "Auto-resolve set by NOVA.",
-            "resolved_by": resolved_by_sysid,  # optional if BR requires who resolved
-            "assignment_group": assign_group,  # optional if BR requires a group
+            "resolved_by": resolved_by_sysid,
+            "assignment_group": assign_group,
         })
         respA = requests.patch(url, headers=headers, json=payload_A, verify=VERIFY_SSL, timeout=25)
         if respA.status_code in (200, 204):
             return True
         print(f"[SN PATCH resolve A] status={respA.status_code} body={respA.text[:500]}")
 
-        # ---- B) PATCH with state label (some orgs map differently)
         payload_B = clean({
-            "state": "Resolved",  # label instead of numeric
+            "state": "Resolved",
             "close_code": close_code_val,
             "close_notes": close_notes_val,
             "caller_id": caller_sysid,
@@ -666,8 +696,6 @@ def _set_incident_resolved(sys_id: str) -> bool:
             return True
         print(f"[SN PATCH resolve B] status={respB.status_code} body={respB.text[:500]}")
 
-        # ---- C) PATCH using custom field names from env
-        # If your dictionary uses, for example, u_resolution_code/u_resolution_notes
         code_field = os.getenv("SERVICENOW_RESOLUTION_CODE_FIELD", "close_code")
         notes_field = os.getenv("SERVICENOW_RESOLUTION_NOTES_FIELD", "close_notes")
         payload_C = clean({
@@ -685,7 +713,6 @@ def _set_incident_resolved(sys_id: str) -> bool:
             return True
         print(f"[SN PATCH resolve C] status={respC.status_code} body={respC.text[:500]}")
 
-        # If all attempts failed, return False so the chat shows the soft message
         return False
     except Exception as e:
         print(f"[SN PATCH resolve] exception={str(e)}")
@@ -707,8 +734,7 @@ async def raise_incident(input_data: IncidentInput):
         else:
             ticket_text = "Incident created."
 
-        # ✅ Do NOT include follow-up question inside bot_response to avoid duplication in UI.
-        #   The front-end will show a Yes/No assist card after this.
+        # Do NOT include follow-up question inside bot_response to avoid duplication in UI.
         return {
             "bot_response": f"✅ {ticket_text}",
             "debug": "Incident created via ServiceNow",
@@ -793,15 +819,14 @@ async def incident_status(input_data: TicketStatusInput):
         short = result.get("short_description", "")
         number = result.get("number", input_data.number or "unknown")
 
-        # ✅ Bold labels + hard line breaks so ReactMarkdown renders on separate lines
         return {
             "bot_response": (
                 f"**Ticket:** {number} \n"
                 f"**Status:** {state_label} \n"
                 f"**Issue description:** {short}"
-            ).replace("\n", "  \n"),  # ensure hard-breaks
+            ).replace("\n", "  \n"),  # hard breaks for ReactMarkdown
             "followup": "Is there anything else I can assist you with?",
-            "show_assist_card": True,  # <— show Yes/No card from UI after status
+            "show_assist_card": True,  # Yes/No card so user can continue
             "persist": True,
             "debug": "Incident status fetched",
         }