NAME
    RT-Extension-AI - AI Features for Request Tracker

DESCRIPTION
    This RT extension introduces AI-powered features to enhance ticket
    handling efficiency and improve the user experience in Request Tracker
    (RT).

    1. Autocomplete
        This aids staff users in writing better responses and adding
        internal comments to support tickets. It also helps end-users submit
        better questions when creating and replying to tickets via the Self
        Service interface. When a user starts to type in a content box, the
        current written text is set as context to ChatGPT, which suggests
        the next three words to the user. On pressing Tab, the suggestion
        will be appended to the current text.

    2. AI Filters

        *   Adjust Tone/Voice: Modify the tone of the text.

        *   AI Suggestion: Provides suggestions or answers for user queries.

        *   Translate: Translates ticket content into different languages.

    3. Ticket Sentiment
        A custom field, Ticket Sentiment, has been added to classify ticket
        responses as Satisfied, Dissatisfied, or Neutral using OpenAI's API.

    4. Ticket Summarization
        Automatically generates ticket summaries based on the ticket
        conversation between users and staff responses. This ensures clarity
        in ticket updates.

RT VERSION
    Works with RT 6.

INSTALLATION
    perl Makefile.PL
    make
    make install
        May need root permissions

    make initdb
        Only run this the first time you install this module.

        If you run this twice, you may end up with duplicate data in your
        database.

        If you are upgrading this module, check for upgrading instructions
        in case changes need to be made to your database.

    Edit your /opt/rt5/etc/RT_SiteConfig.pm
        Add this line:

            Plugin('RT::Extension::AI');

        See below for additional configuration details.

    Clear your mason cache
            rm -rf /opt/rt6/var/mason_data/obj

    Restart your webserver

CONFIGURATION
    This section outlines the configuration steps to enable the AI
    functionalities in RT.

  OpenAI API
        Following are the variables used in the extension for API url and key :

        Set($OpenAI_ApiUrl, "https://api.openai.com/v1/chat/completions");
        Set($OpenAI_ApiKey, "Your open AI API Key");

  Prompts
        We added customized prompts for various tasks :

        Set($TicketSummary, "You are a helpdesk assistant. Summarize the following ticket conversation between a user and the staff in a precise manner. Ensure the summary is clear and concise, and focuses on the core points of the discussion.");
        Set($TicketSentiment, "You are a sentiment analysis assistant. Based on the conversation, classify the overall sentiment into one of the following categories: Satisfied, Dissatisfied, or Neutral.");
        Set($AdjustTone, "You are a language expert. Your task is to paraphrase the following text to improve clarity, tone, and readability, while maintaining the original meaning. Ensure that the paraphrased version is more concise, professional, and customer-friendly.");
        Set($AiSuggestion, "You are a knowledgeable assistant. Based on the following question or scenario, provide clear and concise suggestions or answers. Make sure to consider different perspectives and provide practical advice that is easy to understand.");
        Set($Translate, "You are a highly skilled translator. Ensure that the translation maintains the original meaning and is idiomatic in the target language. Your task is to translate the following text from .");
        Set($Autocomplete, "You are an autocomplete engine. For the given text, predict the next three words. Do not provide explanations or additional suggestions. If the text implies a request for assistance, only return the predicted words without addressing the request for help.");

  Model Config
        Following is the AI model's configuration to set the model details:

        Set($GeneralAIModel, {
        modelDetails => {
            modelName   => 'gpt-4',
            maxToken    => 300,
            temperature => 0.5,
            stream      => \0
        }
        });

        Set($AutoCompleteModel, {
            modelDetails => {
                modelName   => 'gpt-3.5-turbo',
                maxToken    => 10,
                temperature => 0.7,
                stream      => \1
            }
        });

  Ckeditor Config
        We added a custom plugin 'aiSuggestion' to the Ckeditor default configuration.

        Set(
            %MessageBoxRichTextInitArguments,
            toolbar => {
                items => [
                    'undo',                'redo',        '|',           'heading',
                    '|',                   'fontfamily',  'fontsize',    'fontColor',
                    'fontBackgroundColor', '|',           'bold',        'italic',
                    'strikethrough',       'subscript',   'superscript', '|',
                    'link',                'imageUpload', 'mediaEmbed',  '|',
                    'code',                'blockQuote',  'codeBlock',   '|',
                    'insertTable',         'alignment',   '|',           'bulletedList',
                    'numberedList',        '|',           'outdent',
                    'indent',              '|',           'sourceEditing', 'aiSuggestion'
                ],
            },
            mediaEmbed => {
                removeProviders => [ 'instagram', 'twitter', 'googleMaps', 'flickr', 'facebook' ],
                previewsInData  => 1,
            },
            language => 'en',
            image    => {
                toolbar => [
                    'imageTextAlternative', 'toggleImageCaption', 'imageStyle:inline', 'imageStyle:block',
                    'imageStyle:side',
                ],
            },
            table => {
                contentToolbar => [ 'tableColumn', 'tableRow', 'mergeTableCells', ],
            },
            ui => {
                poweredBy => {
                    position         => 'border',
                    side             => 'right',
                    label            => undef,
                    verticalOffset   => 5,
                    horizontalOffset => 5,
                },
            },
            fontSize => {
                options => [
                    {
                        title => 'Tiny',
                        model => '9px'
                    },
                    {
                        title => 'Small',
                        model => '11px'
                    },
                    'default',
                    {
                        title => 'Big',
                        model => '15px'
                    },
                    {
                        title => 'Huge',
                        model => '17px'
                    }
                ],
                supportAllValues => 1,
            },
        );

RT Scrips and Custom Fields
  Scrips
    This extension will install two new Scrips:

    On Comment and On Correspond Trigger
        Generate ticket summary when conversation occurs between user and
        staff.

    On Correspond Trigger
        Automatically update the 'Ticket Sentiment' field when user updates
        on ticket.

  Custom Fields
    This extension adds two ticket custom fields: Ticket Sentiment and
    Ticket Summary.

  AIModal
    AIModal File:

    URL: /helper/OpenAiSuggestion/aiModal This internal endpoint returns the
    HTML required to render the AI popup, which supports features such as AI
    Suggestions, Adjust Tone, and AI Translate.

    Request Body:

    $rawText: Text content from CKEditor (either the selected portion or the
    entire text). $popupLabel: The heading to display on the popup.

  AISuggestion
    AISuggestion File:

    URL: /helper/OpenAiSuggestion/aisuggestion This internal endpoint
    processes AI suggestions, tone adjustments, and translation requests. It
    leverages OpenAI endpoints internally, with the responses displayed in
    the AI popup.

    The AISuggestion functionality depends on a configuration file for the
    OpenAI base URL, API key, and model settings.

    Request Body:

    $rawText: Input text from the user. $callType: Specifies the type of
    request (e.g., aisuggestion, adjustTone, translate, autocomplete, etc.).
    $transFrom: Source language for translation. $transTo: Target language
    for translation.

  CkEditor.ts
    A new custom dropdown plugin named aiSuggestion has been added to the
    toolbar. This plugin includes dropdown options for features such as AI
    Suggestion, Adjust Tone, and Translat. Additionally, AI-powered
    autocomplete functionality has been implemented for the CKEditor text
    area.

    The implementation involves making API calls to internal endpoints for
    all functionalities, and the responses are processed and displayed
    seamlessly within the editor text area.

    For the updated file, the location
    "\devel\third-party\ckeditor5\src\CKEditor.ts" can be accessed to check
    all the new changes. For understanding the source code inline comment
    and JSDocs are provided within the file.

    Branch Information:
    <https://github.com/ParagShah97/rt6_AIEnabled/tree/ckeditor6_updated/par
    ag>

    File Information:
    <https://github.com/ParagShah97/rt6_AIEnabled/blob/ckeditor6_updated/par
    ag/devel/third-party/ckeditor5/src/ckeditor.ts>

AUTHOR
    Parag Shah <[email protected]>

    Neel Patel <[email protected]>

    Abhinandan Vijan <[email protected]>

    Ayush Goel <[email protected]>

    Shivan Mathur <[email protected]>

    Best Practical Solutions, LLC <[email protected]>

    All bugs should be reported via email to
        [email protected]
    or via the web at
        E<lt>Page linkE<gt>
LICENSE AND COPYRIGHT
    This software is Copyright (c) 2022 by BPS

    This is free software, licensed under:

      The GNU General Public License, Version 2, June 1991