Update main.py

main.py

@@ -1,4 +1,4 @@
-
+#ver1
 # main.py
 import os
 import json
@@ -104,10 +104,6 @@ GEMINI_URL = (
 
 # ------------------ Numbering & friendly fallbacks ------------------
 def _normalize_lines(text: str) -> List[str]:
-    """
-    Safe splitter used everywhere to avoid undefined local variable bugs.
-    Always returns a list (possibly empty), never raises.
-    """
     raw = (text or "")
     try:
         return [ln.strip() for ln in raw.splitlines() if ln.strip()]
@@ -116,14 +112,9 @@ def _normalize_lines(text: str) -> List[str]:
 
 
 def _ensure_numbering(text: str) -> str:
-    """
-    Force plain-text numbering: 1) 2) 3) so it renders in any bubble.
-    Handles bullets (-, *, •), and "Step N" formats. Splits single-paragraph procedures.
-    """
     lines = _normalize_lines(text)
     if not lines:
         return text or ""
-
     normalized: List[str] = []
     for ln in lines:
         ln2 = re.sub(
@@ -133,14 +124,11 @@ def _ensure_numbering(text: str) -> str:
             flags=re.IGNORECASE,
         ).strip()
         normalized.append(ln2)
-
     if len(normalized) == 1:
         para = normalized[0]
-        # split on ';' or '. <Upper/Digit>' boundaries
         parts = [p.strip() for p in re.split(r"(?:;|\.\s+(?=[A-Z0-9]))", para) if p.strip()]
         if len(parts) > 1:
             normalized = parts
-
     return "\n".join([f"{i+1}) {ln}" for i, ln in enumerate(normalized)])
 
 
@@ -253,29 +241,21 @@ PERM_QUERY_TERMS = [
     "permission", "permissions", "access", "access right", "authorization", "authorisation",
     "role", "role access", "security", "security profile", "privilege", "not allowed", "not authorized", "denied",
 ]
-
-# Permission-synonyms used to pick only permission-specific lines
 PERM_SYNONYMS = (
     "permission", "permissions", "access", "authorization", "authorisation",
     "role", "role mapping", "security profile", "not allowed", "not authorized", "denied", "insufficient"
 )
 
-
 def _normalize_for_match(text: str) -> str:
     t = (text or "").lower()
     t = re.sub(r"[^\w\s]", " ", t)
     t = re.sub(r"\s+", " ", t).strip()
     return t
 
-
 def _split_sentences(ctx: str) -> List[str]:
-    raw_sents = re.split(
-        r"(?<=([.!?]))\s+|\n+|\-\s*|\*\s*",
-        ctx or ""
-    )
+    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]]:
     ctx = (context or "").strip()
     if not ctx or not query:
@@ -284,7 +264,6 @@ def _filter_context_for_query(context: str, query: str) -> Tuple[str, Dict[str,
     q_terms = [t for t in q_norm.split() if len(t) > 2]
     if not q_terms:
         return ctx, {'mode': 'concise', 'matched_count': 0, 'all_sentences': 0}
-
     sentences = _split_sentences(ctx)
     matched_exact, matched_any = [], []
     for s in sentences:
@@ -295,7 +274,6 @@ def _filter_context_for_query(context: str, query: str) -> Tuple[str, Dict[str,
             matched_exact.append(s)
         elif overlap > 0:
             matched_any.append(s)
-
     if matched_exact:
         kept = matched_exact[:MAX_SENTENCES_STRICT]
         return "\n".join(kept).strip(), {'mode': 'exact', 'matched_count': len(kept), 'all_sentences': len(sentences)}
@@ -305,10 +283,9 @@ def _filter_context_for_query(context: str, query: str) -> Tuple[str, Dict[str,
     kept = sentences[:MAX_SENTENCES_CONCISE]
     return "\n".join(kept).strip(), {'mode': 'concise', 'matched_count': 0, 'all_sentences': len(sentences)}
 
-# ------------------ Navigation & Errors extraction ------------------
+# Navigation & errors extraction
 NAV_LINE_REGEX = re.compile(r"(navigate\s+to|login|log in|menu|screen)", re.IGNORECASE)
 
-
 def _extract_navigation_only(text: str, max_lines: int = 6) -> str:
     lines = _normalize_lines(text)
     kept: List[str] = []
@@ -319,14 +296,12 @@ def _extract_navigation_only(text: str, max_lines: int = 6) -> str:
             break
     return "\n".join(kept).strip() if kept else (text or "").strip()
 
-
 ERROR_STARTS = (
     "error", "resolution", "fix", "verify", "check",
     "permission", "access", "authorization", "authorisation",
     "role", "role mapping", "security profile", "escalation", "not allowed", "not authorized", "denied"
 )
 
-
 def _extract_errors_only(text: str, max_lines: int = 12) -> str:
     lines = _normalize_lines(text)
     kept: List[str] = []
@@ -338,11 +313,7 @@ def _extract_errors_only(text: str, max_lines: int = 12) -> str:
             break
     return "\n".join(kept).strip() if kept else (text or "").strip()
 
-
 def _filter_permission_lines(text: str, max_lines: int = 6) -> str:
-    """
-    Keep only permission/access-related lines so the bot answers the exact thing user asked.
-    """
     lines = _normalize_lines(text)
     kept: List[str] = []
     for ln in lines:
@@ -364,10 +335,10 @@ async def chat_with_ai(input_data: ChatInput):
     try:
         msg_norm = (input_data.user_message or "").lower().strip()
 
-        # --- Yes/No handlers ---
+        # Yes/No short 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": [],
@@ -383,7 +354,7 @@ async def chat_with_ai(input_data: ChatInput):
                 "debug": {"intent": "end_conversation"},
             }
 
-        # --- Resolution ack (auto incident + mark Resolved) ---
+        # Resolution ack (auto incident + mark Resolved)
         is_llm_resolved = _classify_resolution_llm(input_data.user_message)
         if _has_negation_resolved(msg_norm):
             is_llm_resolved = False
@@ -438,7 +409,7 @@ async def chat_with_ai(input_data: ChatInput):
                     "debug": {"intent": "resolved_ack", "exception": True},
                 }
 
-        # --- Incident intent ---
+        # Incident intent
         if _is_incident_intent(msg_norm):
             return {
                 "bot_response": (
@@ -457,7 +428,7 @@ async def chat_with_ai(input_data: ChatInput):
                 "debug": {"intent": "create_ticket"},
             }
 
-        # --- Status intent ---
+        # Status intent
         status_intent = _parse_ticket_status_intent(msg_norm)
         if status_intent:
             if status_intent.get("ask_number"):
@@ -511,7 +482,7 @@ async def chat_with_ai(input_data: ChatInput):
             except Exception as e:
                 raise HTTPException(status_code=500, detail=safe_str(e))
 
-        # --- Generic opener or very short queries ---
+        # Generic opener / short
         if len(msg_norm.split()) <= 2 or any(p in msg_norm for p in ("issue", "problem", "help", "support")):
             return {
                 "bot_response": _build_clarifying_message(),
@@ -526,7 +497,7 @@ async def chat_with_ai(input_data: ChatInput):
                 "debug": {"intent": "generic_issue"},
             }
 
-        # --- Hybrid KB search ---
+        # Hybrid KB search
         kb_results = hybrid_search_knowledge_base(input_data.user_message, top_k=10, alpha=0.6, beta=0.4)
         documents = kb_results.get("documents", [])
         metadatas = kb_results.get("metadatas", [])
@@ -558,7 +529,7 @@ async def chat_with_ai(input_data: ChatInput):
         best_doc = kb_results.get("best_doc")
         top_meta = (metadatas or [{}])[0] if metadatas else {}
 
-        # Force errors intent for permissions (and demote steps entirely)
+        # Force errors intent for permissions
         is_perm_query = any(t in msg_norm for t in PERM_QUERY_TERMS)
         if is_perm_query:
             detected_intent = "errors"
@@ -575,14 +546,13 @@ async def chat_with_ai(input_data: ChatInput):
             elif detected_intent == "errors":
                 full_errors = get_best_errors_section_text(best_doc)
                 if full_errors:
-                    # Extract only error lines, then narrow to permission-only if the query is permission-related
                     ctx_err = _extract_errors_only(full_errors, max_lines=12)
                     context = _filter_permission_lines(ctx_err, max_lines=6) if is_perm_query else ctx_err
                 lines = _normalize_lines(context)
                 if len(lines) == 1:
                     context = _friendly_permission_reply(lines[0])
 
-        # If we STILL have no context for an errors/permission query, return clarifying + ticket option
+        # No context for errors → clarifying + ticket option
         if detected_intent == "errors" and not (context or "").strip():
             return {
                 "bot_response": _build_clarifying_message(),
@@ -597,11 +567,11 @@ async def chat_with_ai(input_data: ChatInput):
                 "debug": {"intent": "errors_no_context"},
             }
 
-        # Build LLM prompt (mirror language if possible)
+        # Build LLM prompt (mirror language)
         language_hint = _detect_language_hint(input_data.user_message)
         lang_line = f"Respond in {language_hint}." if language_hint else "Respond in a clear, polite tone."
 
-        # Safer: skip Gemini for steps to avoid altering procedure; use Gemini only for errors/permissions.
+        # Steps → no LLM; Errors → LLM paraphrase
         use_gemini = (detected_intent == "errors")
         enhanced_prompt = f"""You are a helpful support assistant. Rewrite the provided context ONLY into clear, user-friendly guidance.
 - Do not add any information that is not present in the context.
@@ -613,7 +583,6 @@ async def chat_with_ai(input_data: ChatInput):
 {input_data.user_message}
 ### Output
 Return ONLY the rewritten guidance."""
-
         headers = {"Content-Type": "application/json"}
         payload = {"contents": [{"parts": [{"text": enhanced_prompt}]}]}
 
@@ -641,7 +610,6 @@ Return ONLY the rewritten guidance."""
             if not bot_text.strip() or http_code == 429:
                 lines = _normalize_lines(context)
                 bot_text = _friendly_permission_reply(lines[0] if lines else context)
-            # Append standard escalation line for errors/permission messages
             bot_text = (bot_text or "").rstrip() + "\n\nIf you want to escalate the issue, reach out to Operator – Inventory Analyst."
         else:
             bot_text = context
@@ -659,7 +627,7 @@ Return ONLY the rewritten guidance."""
             "bot_response": bot_text,
             "status": status,
             "context_found": True,
-            "ask_resolved": (status == "OK" and detected_intent != "errors"),  # don't ask resolved for error explanations
+            "ask_resolved": (status == "OK" and detected_intent != "errors"),
             "suggest_incident": (status == "PARTIAL"),
             "followup": ("Is this helpful, or should I raise a ticket?" if status == "PARTIAL" else None),
             "options": options,
@@ -711,7 +679,8 @@ def _set_incident_resolved(sys_id: str) -> bool:
             except Exception as e:
                 print(f"[SN PATCH progress] exception={safe_str(e)}")
 
-        def clean(d: dict) -> dict: return {k: v for k, v in d.items() if v is not None}
+        def clean(d: dict) -> dict:
+            return {k: v for k, v in d.items() if v is not None}
 
         payload_A = clean({
             "state": "6",
@@ -724,7 +693,8 @@ def _set_incident_resolved(sys_id: str) -> bool:
             "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
+        if respA.status_code in (200, 204):
+            return True
         print(f"[SN PATCH resolve A] status={respA.status_code} body={respA.text[:500]}")
 
         payload_B = clean({
@@ -738,7 +708,8 @@ def _set_incident_resolved(sys_id: str) -> bool:
             "assignment_group": assign_group,
         })
         respB = requests.patch(url, headers=headers, json=payload_B, verify=VERIFY_SSL, timeout=25)
-        if respB.status_code in (200, 204): return True
+        if respB.status_code in (200, 204):
+            return True
         print(f"[SN PATCH resolve B] status={respB.status_code} body={respB.text[:500]}")
 
         code_field = os.getenv("SERVICENOW_RESOLUTION_CODE_FIELD", "close_code")
@@ -750,18 +721,19 @@ def _set_incident_resolved(sys_id: str) -> bool:
             "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,
+            "resolved_by": resolved_by_sysid",
             "assignment_group": assign_group,
         })
         respC = requests.patch(url, headers=headers, json=payload_C, verify=VERIFY_SSL, timeout=25)
-        if respC.status_code in (200, 204): return True
+        if respC.status_code in (200, 204):
+            return True
         print(f"[SN PATCH resolve C] status={respC.status_code} body={respC.text[:500]}")
         return False
     except Exception as e:
         print(f"[SN PATCH resolve] exception={safe_str(e)}")
         return False
 
-# ------------------ Incident creation ------------------
+# Incident creation
 @app.post("/incident")
 async def raise_incident(input_data: IncidentInput):
     try:
@@ -786,7 +758,7 @@ async def raise_incident(input_data: IncidentInput):
     except Exception as e:
         raise HTTPException(status_code=500, detail=safe_str(e))
 
-# ------------------ Ticket description generation ------------------
+# Ticket description generation
 @app.post("/generate_ticket_desc")
 async def generate_ticket_desc_ep(input_data: TicketDescInput):
     try:
@@ -824,7 +796,7 @@ async def generate_ticket_desc_ep(input_data: TicketDescInput):
     except Exception as e:
         raise HTTPException(status_code=500, detail=safe_str(e))
 
-# ------------------ Incident status ------------------
+# Incident status
 @app.post("/incident_status")
 async def incident_status(input_data: TicketStatusInput):
     try: