Update main.py

main.py

@@ -1,4 +1,3 @@
-
 import os
 import json
 import re
@@ -98,10 +97,9 @@ def _format_steps_markdown(lines: List[str]) -> str:
         s = (ln or "").strip()
         if not s:
             continue
-        s = re.sub(r"^\s*(?:\d+[\.\)]\s+|[•\-]\s+)", "", s).strip()
+        s = re.sub(r"^\s*(?:\d+[\.\)]\s+|[\-\*]\s+)", "", s).strip()
         items.append(f"{i}. {s}")
-    return "
-".join(items).strip()
+    return "\n".join(items).strip()
 
 def _as_numbered_steps(text: str) -> str:
     raw_lines: List[str] = [ln.strip() for ln in (text or "").splitlines() if ln.strip()]
@@ -122,24 +120,16 @@ def _as_numbered_steps(text: str) -> str:
             i += 1
     return _format_steps_markdown(merged)
 
-# ---------------- Clarifying message (with ticket option) ----------------
+# ---------------- Clarifying message (ASCII-only) ----------------
 def _build_clarifying_message() -> str:
     return (
-        "I couldn’t find matching content in the KB yet. To help me narrow it down, please share:
-
-"
-        "• Module/area (e.g., Picking, Receiving, Trailer Close)
-"
-        "• Exact error message text/code (copy-paste)
-"
-        "• IDs involved (Order#, Load ID, Shipment#)
-"
-        "• Warehouse/site & environment (prod/test)
-"
-        "• When it started and how many users are impacted
-
-"
-        "You can also say ‘create ticket’ and I’ll raise a ServiceNow incident now."
+        "I couldn't find matching content in the KB yet. To help me narrow it down, please share:\n\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\n\n"
+        "You can also say 'create ticket' and I'll raise a ServiceNow incident now."
     )
 
 # ---------------- Resolution/Incident helpers ----------------
@@ -148,9 +138,9 @@ def _build_tracking_descriptions(issue_text: str, resolved_text: str) -> Tuple[s
     resolved = (resolved_text or "").strip()
     short_desc = issue[:100] if issue else (resolved[:100] or "Issue resolved (user confirmation)")
     long_desc = (
-        f'User reported: "{issue}". '
-        f'User confirmation: "{resolved}". '
-        f'Tracking record created automatically by NOVA.'
+        f"User reported: \"{issue}\". "
+        f"User confirmation: \"{resolved}\". "
+        f"Tracking record created automatically by NOVA."
     ).strip()
     return short_desc, long_desc
 
@@ -194,14 +184,9 @@ def _has_negation_resolved(msg_norm: str) -> bool:
 def _classify_resolution_llm(user_message: str) -> bool:
     if not GEMINI_API_KEY:
         return False
-    prompt = (
-        "Classify if the following user message indicates that the issue is resolved or working now.
-"
-        "Return only 'true' or 'false'.
-
-"
-        f"Message: {user_message}"
-    )
+    prompt = f"""Classify if the following user message indicates that the issue is resolved or working now.\n
+Return only 'true' or 'false'.\n\n
+Message: {user_message}"""
     headers = {"Content-Type": "application/json"}
     payload = {"contents": [{"parts": [{"text": prompt}]}]}
     try:
@@ -229,8 +214,8 @@ def _normalize_for_match(text: str) -> str:
     return t
 
 def _split_sentences(ctx: str) -> List[str]:
-    raw_sents = re.split(r"(?<=[.!?])\s+|
-+|•\s*|\-\s*", ctx or "")
+    # Split on sentence boundaries, newlines, or ASCII bullets (-, *)
+    raw_sents = re.split(r"(?<=[.!?])\s+|\n+|\-\s*|\*\s*", ctx or "")
     return [s.strip() for s in raw_sents if s and len(s.strip()) > 2]
 
 def _filter_context_for_query(context: str, query: str) -> Tuple[str, Dict[str, Any]]:
@@ -245,7 +230,7 @@ def _filter_context_for_query(context: str, query: str) -> Tuple[str, Dict[str,
     matched_exact, matched_any = [], []
     for s in sentences:
         s_norm = _normalize_for_match(s)
-        is_bullet = bool(re.match(r"^[•\-\*]\s*", s))
+        is_bullet = bool(re.match(r"^[\-\*]\s*", s))
         overlap = sum(1 for t in q_terms if t in s_norm) + (1 if is_bullet else 0)
         if overlap >= STRICT_OVERLAP:
             matched_exact.append(s)
@@ -253,15 +238,12 @@ def _filter_context_for_query(context: str, query: str) -> Tuple[str, Dict[str,
             matched_any.append(s)
     if matched_exact:
         kept = matched_exact[:MAX_SENTENCES_STRICT]
-        return "
-".join(kept).strip(), {'mode': 'exact', 'matched_count': len(kept), 'all_sentences': len(sentences)}
+        return "\n".join(kept).strip(), {'mode': 'exact', 'matched_count': len(kept), 'all_sentences': len(sentences)}
     if matched_any:
         kept = matched_any[:MAX_SENTENCES_CONCISE]
-        return "
-".join(kept).strip(), {'mode': 'concise', 'matched_count': len(kept), 'all_sentences': len(sentences)}
+        return "\n".join(kept).strip(), {'mode': 'concise', 'matched_count': len(kept), 'all_sentences': len(sentences)}
     kept = sentences[:MAX_SENTENCES_CONCISE]
-    return "
-".join(kept).strip(), {'mode': 'concise', 'matched_count': 0, 'all_sentences': len(sentences)}
+    return "\n".join(kept).strip(), {'mode': 'concise', 'matched_count': 0, 'all_sentences': len(sentences)}
 
 # ---------------- Navigation extraction ----------------
 NAV_LINE_REGEX = re.compile(r"(navigate\s+to|login|log in|menu|screen)", re.IGNORECASE)
@@ -270,14 +252,13 @@ def _extract_navigation_only(text: str, max_lines: int = 6) -> str:
     lines = [ln.strip() for ln in (text or "").splitlines() if ln.strip()]
     kept: List[str] = []
     for ln in lines:
-        if NAV_LINE_REGEX.search(ln):
+        if NAV_LINE_REGEX.search(ln) or ln.lower().startswith("log in") or ln.lower().startswith("login"):
             kept.append(ln)
         if len(kept) >= max_lines:
             break
-    return "
-".join(kept).strip() if kept else (text or "").strip()
+    return "\n".join(kept).strip() if kept else (text or "").strip()
 
-# ---------------- Errors extraction (tightened for auth/role/access) ----------------
+# ---------------- Errors extraction ----------------
 ERROR_STARTS = (
     "error", "resolution", "fix", "verify", "check",
     "permission", "access", "authorization", "authorisation",
@@ -293,8 +274,7 @@ def _extract_errors_only(text: str, max_lines: int = 12) -> str:
             kept.append(ln)
         if len(kept) >= max_lines:
             break
-    return "
-".join(kept).strip() if kept else (text or "").strip()
+    return "\n".join(kept).strip() if kept else (text or "").strip()
 
 @app.get("/")
 async def health_check():
@@ -308,7 +288,7 @@ async def chat_with_ai(input_data: ChatInput):
         # --- Yes/No handlers ---
         if msg_norm in ("yes", "y", "sure", "ok", "okay"):
             return {
-                "bot_response": ("Great! Tell me what you’d like to do next — check another ticket, create an incident, or describe your issue."),
+                "bot_response": ("Great! Tell me what you'd like to do next — check another ticket, create an incident, or describe your issue."),
                 "status": "OK",
                 "followup": "You can say: 'create ticket', 'incident status INC0012345', or describe your problem.",
                 "options": [],
@@ -354,7 +334,7 @@ async def chat_with_ai(input_data: ChatInput):
                 else:
                     err = (result or {}).get("error", "Unknown error")
                     return {
-                        "bot_response": f"⚠️ I couldn’t create the tracking incident automatically ({err}).",
+                        "bot_response": f"⚠️ I couldn't create the tracking incident automatically ({err}).",
                         "status": "PARTIAL",
                         "context_found": False,
                         "ask_resolved": False,
@@ -381,13 +361,9 @@ async def chat_with_ai(input_data: ChatInput):
         if _is_incident_intent(msg_norm):
             return {
                 "bot_response": (
-                    "Okay, let’s create a ServiceNow incident.
-
-"
-                    "Please provide:
-• Short Description (one line)
-"
-                    "• Detailed Description (steps, error text, IDs, site, environment)"
+                    "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)"
                 ),
                 "status": (input_data.prev_status or "PARTIAL"),
                 "context_found": False,
@@ -407,8 +383,8 @@ async def chat_with_ai(input_data: ChatInput):
                 "status": "NO_KB_MATCH",
                 "context_found": False,
                 "ask_resolved": False,
-                "suggest_incident": True,  # offer ticket immediately
-                "followup": "Reply with the above details or say ‘create ticket’.",
+                "suggest_incident": True,
+                "followup": "Reply with the above details or say 'create ticket'.",
                 "top_hits": [],
                 "sources": [],
                 "debug": {"intent": "generic_issue"},
@@ -424,7 +400,7 @@ async def chat_with_ai(input_data: ChatInput):
                     "context_found": False,
                     "ask_resolved": False,
                     "suggest_incident": False,
-                    "followup": "Provide the Incident ID and I’ll fetch the status.",
+                    "followup": "Provide the Incident ID and I'll fetch the status.",
                     "show_status_form": True,
                     "top_hits": [],
                     "sources": [],
@@ -448,10 +424,8 @@ async def chat_with_ai(input_data: ChatInput):
                 num = result.get("number", number or "unknown")
                 return {
                     "bot_response": (
-                        f"**Ticket:** {num}
-"
-                        f"**Status:** {state_label}
-"
+                        f"**Ticket:** {num}\n"
+                        f"**Status:** {state_label}\n"
                         f"**Issue description:** {short}"
                     ),
                     "status": "OK",
@@ -489,11 +463,7 @@ async def chat_with_ai(input_data: ChatInput):
                 m["combined"] = comb
             items.append({"text": text, "meta": m})
         selected = items[:max(1, 2)]
-        context_raw = "
-
----
-
-".join([s["text"] for s in selected]) if selected else ""
+        context_raw = "\n\n---\n\n".join([s["text"] for s in selected]) if selected else ""
         filtered_text, filt_info = _filter_context_for_query(context_raw, input_data.user_message)
         context = filtered_text
         context_found = bool(context.strip())
@@ -538,7 +508,7 @@ async def chat_with_ai(input_data: ChatInput):
             clarify_text = (
                 _build_clarifying_message()
                 if not second_try
-                else "I still don’t find a relevant KB match for this scenario even after clarification."
+                else "I still don't find a relevant KB match for this scenario even after clarification."
             )
             return {
                 "bot_response": clarify_text,
@@ -546,33 +516,24 @@ async def chat_with_ai(input_data: ChatInput):
                 "context_found": False,
                 "ask_resolved": False,
                 "suggest_incident": True,
-                "followup": ("Reply with the above details or say ‘create ticket’." if not second_try else "Shall I create a ticket now?"),
+                "followup": ("Reply with the above details or say 'create ticket'." if not second_try else "Shall I create a ticket now?"),
                 "top_hits": [],
                 "sources": [],
                 "debug": {"used_chunks": 0, "second_try": second_try, "best_distance": best_distance, "best_combined": best_combined},
             }
 
         # LLM rewrite (constrained to provided context)
-        enhanced_prompt = (
-            "From the provided context, output only the actionable content relevant to the user's question. "
-            "Use ONLY the provided context; do NOT add information that is not present. 
-
-"
-            f"### Context
+        enhanced_prompt = f"""From the provided context, output only the actionable content relevant to the user's question. Use ONLY the provided context; do NOT add information that is not present.\n\n
+### Context
 {context}
 
-"
-            f"### Question
+### Question
 {input_data.user_message}
 
-"
-            "### Output
-"
-            "- Return numbered/bulleted steps in the same order when appropriate.
-"
-            "- If context is insufficient, add: 'This may be partial based on available KB.'
-"
-        )
+### Output
+- Return numbered/bulleted steps in the same order when appropriate.
+- If context is insufficient, add: 'This may be partial based on available KB.'
+"""
         headers = {"Content-Type": "application/json"}
         payload = {"contents": [{"parts": [{"text": enhanced_prompt}]}]}
         try:
@@ -585,13 +546,12 @@ async def chat_with_ai(input_data: ChatInput):
             resp = type("RespStub", (), {"status_code": 0})()
             result = {}
         try:
-            bot_text = result["candidates"][0]["content"]["parts"][0]["text"] if isinstance(result, dict) else ""
+            bot_text = result.get("candidates", [{}])[0].get("content", {}).get("parts", [{}])[0].get("text", "")
         except Exception:
             bot_text = ""
         if not bot_text.strip():
             bot_text = context
-        bot_text = "
-".join([ln for ln in bot_text.splitlines() if not re.match(r"^\s*source\s*:", ln, flags=re.IGNORECASE)]).strip()
+        bot_text = "\n".join([ln for ln in bot_text.splitlines() if not re.match(r"^\s*source\s*:\s*", ln, flags=re.IGNORECASE)]).strip()
 
         if detected_intent == "steps":
             bot_text = _as_numbered_steps(bot_text)
@@ -615,11 +575,7 @@ async def chat_with_ai(input_data: ChatInput):
             "top_hits": [],
             "sources": [],
             "debug": {
-                "used_chunks": len(context.split("
-
----
-
-")) if context else 0,
+                "used_chunks": len(context.split("\n\n---\n\n")) if context else 0,
                 "best_distance": best_distance,
                 "best_combined": best_combined,
                 "http_status": getattr(resp, "status_code", 0),
@@ -745,18 +701,12 @@ async def raise_incident(input_data: IncidentInput):
 async def generate_ticket_desc_ep(input_data: TicketDescInput):
     try:
         prompt = (
-            f"You are helping generate ServiceNow ticket descriptions based on the issue: {input_data.issue}.
-"
-            "Please return the output strictly in JSON format with the following keys:
-"
-            "{
-"
-            '  "ShortDescription": "A concise summary of the issue (max 100 characters)",
-'
-            '  "DetailedDescription": "A detailed explanation of the issue"
-'
-            "}
-"
+            f"You are helping generate ServiceNow ticket descriptions based on the issue: {input_data.issue}.\n"
+            "Please return the output strictly in JSON format with the following keys:\n"
+            "{\n"
+            '  "ShortDescription": "A concise summary of the issue (max 100 characters)",\n'
+            '  "DetailedDescription": "A detailed explanation of the issue"\n'
+            "}\n"
             "Do not include any extra text, comments, or explanations outside the JSON."
         )
         headers = {"Content-Type": "application/json"}
@@ -767,13 +717,12 @@ async def generate_ticket_desc_ep(input_data: TicketDescInput):
         except Exception:
             return {"ShortDescription": "", "DetailedDescription": "", "error": "Gemini returned non-JSON"}
         try:
-            text = data["candidates"][0]["content"]["parts"][0]["text"].strip()
+            text = data.get("candidates", [{}])[0].get("content", {}).get("parts", [{}])[0].get("text", "").strip()
         except Exception:
             return {"ShortDescription": "", "DetailedDescription": "", "error": "Gemini parsing failed"}
         if text.startswith("```"):
             lines = [ln for ln in text.splitlines() if not ln.strip().startswith("```")]
-            text = "
-".join(lines).strip()
+            text = "\n".join(lines).strip()
         try:
             ticket_json = json.loads(text)
             return {
@@ -812,14 +761,10 @@ async def incident_status(input_data: TicketStatusInput):
         number = result.get("number", input_data.number or "unknown")
         return {
             "bot_response": (
-                f"**Ticket:** {number} 
-"
-                f"**Status:** {state_label} 
-"
+                f"**Ticket:** {number} \n"
+                f"**Status:** {state_label} \n"
                 f"**Issue description:** {short}"
-            ).replace("
-", " 
-"),
+            ).replace("\n", " \n"),
             "followup": "Is there anything else I can assist you with?",
             "show_assist_card": True,
             "persist": True,