Update main.py

main.py

@@ -16,6 +16,7 @@ from services.kb_creation import (
     hybrid_search_knowledge_base,
     get_section_text,
     get_best_steps_section_text,
+    get_best_errors_section_text,
 )
 from services.login import router as login_router
 from services.generate_ticket import get_valid_token, create_incident
@@ -123,12 +124,12 @@ def _as_numbered_steps(text: str) -> str:
 # ---------------- 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:\n\n"
+        "I couldn't find matching content in the KB yet. To help me narrow it down, please share:\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"
+        "- When it started and how many users are impacted\n"
         "You can also say 'create ticket' and I'll raise a ServiceNow incident now."
     )
 
@@ -207,6 +208,9 @@ STRICT_OVERLAP = 3
 MAX_SENTENCES_STRICT = 4
 MAX_SENTENCES_CONCISE = 3
 
+PERM_QUERY_TERMS = ["permission", "permissions", "access", "access right", "authorization", "authorisation", "role", "role access", "security", "security profile", "privilege", "not allowed", "not authorized", "denied"]
+
+
 def _normalize_for_match(text: str) -> str:
     t = (text or "").lower()
     t = re.sub(r"[^\w\s]", " ", t)
@@ -214,7 +218,6 @@ def _normalize_for_match(text: str) -> str:
     return t
 
 def _split_sentences(ctx: str) -> List[str]:
-    # 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]
 
@@ -262,7 +265,7 @@ def _extract_navigation_only(text: str, max_lines: int = 6) -> str:
 ERROR_STARTS = (
     "error", "resolution", "fix", "verify", "check",
     "permission", "access", "authorization", "authorisation",
-    "role", "role mapping", "security profile", "escalation"
+    "role", "role mapping", "security profile", "escalation", "not allowed", "not authorized", "denied"
 )
 
 def _extract_errors_only(text: str, max_lines: int = 12) -> str:
@@ -376,31 +379,21 @@ async def chat_with_ai(input_data: ChatInput):
                 "debug": {"intent": "create_ticket"},
             }
 
-        # --- Generic opener ---
-        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(),
-                "status": "NO_KB_MATCH",
-                "context_found": False,
-                "ask_resolved": False,
-                "suggest_incident": True,
-                "followup": "Reply with the above details or say 'create ticket'.",
-                "top_hits": [],
-                "sources": [],
-                "debug": {"intent": "generic_issue"},
-            }
-
         # --- Status intent ---
         status_intent = _parse_ticket_status_intent(msg_norm)
         if status_intent:
             if status_intent.get("ask_number"):
+                # Show clarifying bullets explicitly in bot_response (not only followup)
                 return {
-                    "bot_response": "Please share the Incident ID (e.g., INC0012345) to check the status.",
+                    "bot_response": (
+                        "To check a ticket status, please share the Incident ID (e.g., INC0012345).\n\n"
+                        "You can paste the ID here or say 'cancel'."
+                    ),
                     "status": "PARTIAL",
                     "context_found": False,
                     "ask_resolved": False,
                     "suggest_incident": False,
-                    "followup": "Provide the Incident ID and I'll fetch the status.",
+                    "followup": None,
                     "show_status_form": True,
                     "top_hits": [],
                     "sources": [],
@@ -441,6 +434,21 @@ async def chat_with_ai(input_data: ChatInput):
             except Exception as e:
                 raise HTTPException(status_code=500, detail=safe_str(e))
 
+        # --- Generic opener ---
+        if len(msg_norm.split()) <= 2 or any(p in msg_norm for p in ("issue", "problem", "help", "support")):
+            # Return clarifying bullets directly in bot_response; followup is CTA only
+            return {
+                "bot_response": _build_clarifying_message(),
+                "status": "NO_KB_MATCH",
+                "context_found": False,
+                "ask_resolved": False,
+                "suggest_incident": True,
+                "followup": "Reply with the above details or say 'create ticket'.",
+                "top_hits": [],
+                "sources": [],
+                "debug": {"intent": "generic_issue"},
+            }
+
         # --- 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", [])
@@ -474,20 +482,31 @@ async def chat_with_ai(input_data: ChatInput):
         best_doc = kb_results.get("best_doc")
         top_meta = (metadatas or [{}])[0] if metadatas else {}
 
-        if detected_intent == "steps" and best_doc:
-            full_steps = get_best_steps_section_text(best_doc)
-            if not full_steps:
-                sec = (top_meta or {}).get("section")
-                if sec:
-                    full_steps = get_section_text(best_doc, sec)
-            if full_steps:
-                context = _as_numbered_steps(full_steps)
+        # If the query is a permissions question, force error handling & prefer errors section from SOP
+        is_perm_query = any(t in msg_norm for t in PERM_QUERY_TERMS)
+        if is_perm_query:
+            detected_intent = "errors"
+
+        # Prefer full 'Process Steps' or 'Errors & Resolution' section from the best SOP
+        if best_doc:
+            if detected_intent == "steps":
+                full_steps = get_best_steps_section_text(best_doc)
+                if not full_steps:
+                    sec = (top_meta or {}).get("section")
+                    if sec:
+                        full_steps = get_section_text(best_doc, sec)
+                if full_steps:
+                    context = _as_numbered_steps(full_steps)
+            elif detected_intent == "errors":
+                full_errors = get_best_errors_section_text(best_doc)
+                if full_errors:
+                    context = _extract_errors_only(full_errors, max_lines=12)
 
         # Intent shaping
         q = (input_data.user_message or "").lower()
         if detected_intent == "errors" or any(k in q for k in [
             "error", "issue", "fail", "not working", "resolution", "fix",
-            "permission", "access", "authorization", "escalation", "role", "security profile"
+            "permission", "access", "authorization", "escalation", "role", "security profile", "not allowed", "not authorized", "denied"
         ]):
             context = _extract_errors_only(context, max_lines=12)
         elif any(k in q for k in ["navigate", "navigation", "menu", "screen"]):
@@ -505,11 +524,7 @@ async def chat_with_ai(input_data: ChatInput):
             and (best_distance is None or best_distance >= gate_distance_no_kb)
         ):
             second_try = (input_data.prev_status or "").upper() == "NO_KB_MATCH"
-            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."
-            )
+            clarify_text = _build_clarifying_message()
             return {
                 "bot_response": clarify_text,
                 "status": "NO_KB_MATCH",