Update main.py

main.py

@@ -526,21 +526,27 @@ def _build_clarifying_message() -> str:
             "or should I raise a ServiceNow ticket for you?")
 
 
+
 def _build_tracking_descriptions(issue_text: str, resolved_text: str) -> Tuple[str, str]:
     """
-    ShortDescription:
-    - For process/SOP queries: "Process Steps – <user query>"
-    - For error queries: just the user query (e.g., "getting putaway error")
+    ShortDescription rules:
+    - Process/SOP queries: "Process Steps – <user query>"
+    - Error queries: just the user query (e.g., "getting putaway error")
+    The function NEVER uses the resolution message for ShortDescription.
     """
     issue = (issue_text or "").strip()
     resolved = (resolved_text or "").strip()
 
-    # Detect if it's a process/SOP query (heuristic: contains 'how to', 'steps', etc.)
+    # Detect if it's a process/SOP query (heuristic)
     is_process_query = bool(re.search(r"\b(how to|steps|procedure|process)\b", issue.lower()))
 
+    # Avoid "Process Steps – Process Steps" duplication
     if is_process_query:
-        short_desc = f"Process Steps – {issue[:80]}"
+        # Remove any leading 'process steps' words from issue to avoid duplication
+        cleaned_issue = re.sub(r"^\s*(process\s*steps\s*[-–:]?\s*)", "", issue, flags=re.IGNORECASE).strip()
+        short_desc = f"Process Steps – {cleaned_issue or issue}"[:100]
     else:
+        # Error or other query: use the issue as-is
         short_desc = issue[:100]
 
     long_desc = (
@@ -551,8 +557,6 @@ def _build_tracking_descriptions(issue_text: str, resolved_text: str) -> Tuple[s
 
     return short_desc, long_desc
 
-
-
 def _is_incident_intent(msg_norm: str) -> bool:
     intent_phrases = [
         "create ticket", "create a ticket", "raise ticket", "raise a ticket", "open ticket", "open a ticket",
@@ -1136,23 +1140,35 @@ Return ONLY the rewritten guidance."""
 
         options = [{"type": "yesno", "title": "Share details or raise a ticket?"}] if status == "PARTIAL" else []
 
+        # ----- Cache last issue hint (used if user later says "issue resolved thanks")
         # ----- Cache last issue hint (used if user later says "issue resolved thanks")
         try:
-            if detected_intent == "steps":
-                section_heading = ((top_meta or {}).get("section") or "").strip()
-                LAST_ISSUE_HINT = (section_heading or input_data.user_message or "").strip()[:100]
-            elif detected_intent == "errors":
-                shown_lines = [ln.strip() for ln in (bot_text or "").splitlines() if ln.strip()]
-                top_error_line = ""
-                for ln in shown_lines:
-                    if re.match(r"^\s*[\-\*\u2022]\s*", ln) or ":" in ln:
-                        top_error_line = ln
-                        break
-                base = (input_data.user_message or "").strip()
-                if top_error_line:
-                    LAST_ISSUE_HINT = f"{base} — {top_error_line}".strip()[:100]
-                else:
-                    LAST_ISSUE_HINT = base[:100]
+    # Always prefer the user's query as the base
+           base_query = (input_data.user_message or "").strip()
+           if detected_intent == "steps":
+        # For process/SOP: cache the user query — not the heading "Process Steps"
+              LAST_ISSUE_HINT = base_query[:100]
+           elif detected_intent == "errors":
+        # For errors: build "<user query> — <first error line shown>"
+              shown_lines = [ln.strip() for ln in (bot_text or "").splitlines() if ln.strip()]
+
+        # Pick the first bullet/colon line that is NOT escalation
+              top_error_line = ""
+              for ln in shown_lines:
+                  if re.match(r"^\s*[\-\*\u2022]\s*", ln) or (":" in ln):
+                     low = ln.lower()
+                     if "escalation" in low:
+                         continue  # skip escalation sentences
+                     top_error_line = ln
+                     break
+# Strip any trailing escalation phrase from the chosen line (safety)
+              if top_error_line:
+                 top_error_line = re.split(r"\bif you want to escalate\b", top_error_line, flags=re.IGNORECASE)[0].strip()
+              if top_error_line:
+                 LAST_ISSUE_HINT = f"{base_query} — {top_error_line}"
+              else:
+                 LAST_ISSUE_HINT = base_query
+              LAST_ISSUE_HINT = LAST_ISSUE_HINT[:100]    
         except Exception:
             pass