Organized

redmine_ticket_entities.py

@@ -0,0 +1,173 @@
+#!/usr/bin/env python3
+"""Extract common CS entity identifiers from ticket text (pattern-based MVP).
+
+Does not call NMI. Purpose: surface tracking numbers / order-like IDs / SKUs
+so humans and agents can jump systems without copy-paste gymnastics.
+
+Patterns are conservative heuristics — false positives are possible; treat hits
+as hints, not ground truth.
+"""
+
+from __future__ import annotations
+
+import re
+from typing import Any, Iterable
+
+
+# USPS: 20–22 digit, or 420… + 26 digits, or 13-char ending US
+_USPS = re.compile(
+    r"\b("
+    r"9[0-9]{19,21}"
+    r"|420\d{5}\d{20,26}"
+    r"|[A-Z]{2}\d{9}US"
+    r")\b",
+    re.I,
+)
+_UPS = re.compile(r"\b(1Z[0-9A-Z]{16})\b", re.I)
+_FEDEX = re.compile(r"\b(\d{12}|\d{15})\b")
+_AMZ_ORDER = re.compile(r"\b(\d{3}-\d{7}-\d{7})\b")
+# Prefer digit-heavy order captures; reject pure alpha HTML fragments
+_ORDER_LABEL = re.compile(
+    r"(?:order\s*(?:id|#|number|no\.?)|po\s*(?:#|number)?)\s*[:=\s#]*([A-Z0-9][A-Z0-9\-_/]{3,32})",
+    re.I,
+)
+_ITEM_LABEL = re.compile(
+    r"(?:item\s*(?:#|no\.?|number)|sku|merchant\s*sku)\s*[:=\s#]*([A-Z0-9][A-Z0-9\-_/]{2,40})",
+    re.I,
+)
+_ACCOUNT = re.compile(r"\baccount\s*[#:]?\s*([A-Z0-9]{4,20})\b", re.I)
+# LDR unit item numbers: 9 digits starting with 2
+_ITEM_NO_BARE = re.compile(r"\b(2\d{8})\b")
+
+_ORDER_STOP = {
+    "number",
+    "id",
+    "no",
+    "none",
+    "null",
+    "true",
+    "false",
+    "class",
+    "style",
+    "mode",
+    "text",
+    "title",
+    "guide",
+    "html",
+    "body",
+    "rted",
+    "rtal",
+    "licy",
+    "lation-mode",
+    "rtant",
+    "nsive",
+    "nsive-text",
+    "nsive-title",
+    "nsive-h2",
+    "ints",
+}
+
+
+def _text_from_issue(issue: dict[str, Any]) -> str:
+    chunks: list[str] = []
+    for key in ("subject", "description"):
+        val = issue.get(key)
+        if val:
+            chunks.append(str(val))
+    helpdesk = issue.get("helpdesk_ticket")
+    if isinstance(helpdesk, dict):
+        for key in ("from_address", "to_address", "message_id"):
+            if helpdesk.get(key):
+                chunks.append(str(helpdesk[key]))
+        contact = helpdesk.get("contact")
+        if isinstance(contact, dict):
+            for key in ("email", "company", "name", "first_name", "last_name"):
+                if contact.get(key):
+                    chunks.append(str(contact[key]))
+    journals = issue.get("journals")
+    if isinstance(journals, list):
+        for j in journals[-15:]:
+            if isinstance(j, dict) and j.get("notes"):
+                chunks.append(str(j["notes"]))
+    return "\n".join(chunks)
+
+
+def extract_entities(text: str) -> list[dict[str, str]]:
+    """Return unique {type, value, confidence} hits from free text."""
+    hits: list[dict[str, str]] = []
+    seen: set[tuple[str, str]] = set()
+
+    def add(kind: str, value: str, confidence: str = "high") -> None:
+        value = value.strip()
+        if not value:
+            return
+        key = (kind, value.upper())
+        if key in seen:
+            return
+        seen.add(key)
+        hits.append({"type": kind, "value": value, "confidence": confidence})
+
+    for m in _UPS.finditer(text):
+        add("tracking_ups", m.group(1).upper())
+    for m in _USPS.finditer(text):
+        add("tracking_usps", m.group(1).upper())
+    for m in _AMZ_ORDER.finditer(text):
+        add("order_amazon", m.group(1))
+    for m in _ORDER_LABEL.finditer(text):
+        val = m.group(1)
+        if re.fullmatch(r"\d{3}-\d{7}-\d{7}", val):
+            add("order_amazon", val)
+            continue
+        if not re.search(r"\d", val):
+            continue
+        if val.lower() in _ORDER_STOP:
+            continue
+        # Require at least 5 chars and a digit; reject long alpha+token noise
+        if len(val) < 5:
+            continue
+        if re.search(r"[a-zA-Z]{6,}", val) and not re.search(r"\d{4,}", val):
+            continue  # e.g. MGdHZfSeDzi_BhM6 without enough digits
+        conf = "high" if re.fullmatch(r"\d{5,12}", val) else "medium"
+        add("order_id", val, confidence=conf)
+    for m in _ITEM_LABEL.finditer(text):
+        val = m.group(1)
+        if re.fullmatch(r"2\d{8}", val):
+            add("item_no", val, confidence="high")
+        elif re.search(r"\d", val) or re.search(r"[A-Z]{2,}", val, re.I):
+            add("item_or_sku", val, confidence="medium")
+    for m in _ITEM_NO_BARE.finditer(text):
+        add("item_no", m.group(1), confidence="medium")
+    for m in _ACCOUNT.finditer(text):
+        val = m.group(1)
+        if val.lower() in {"within", "number", "setup", "your", "the"}:
+            continue
+        if not re.search(r"\d", val) and len(val) < 6:
+            continue
+        add("account_ref", val, confidence="medium")
+
+    if re.search(r"\b(fedex|tracking|shipment|shipped|carrier)\b", text, re.I):
+        for m in _FEDEX.finditer(text):
+            # skip USPS/item_no already captured lengths that are tracking
+            val = m.group(1)
+            if val.startswith("9") and len(val) >= 20:
+                continue
+            if re.fullmatch(r"2\d{8}", val):
+                continue
+            add("tracking_fedex_candidate", val, confidence="low")
+
+    return hits
+
+
+def extract_entities_from_issue(issue: dict[str, Any]) -> list[dict[str, str]]:
+    return extract_entities(_text_from_issue(issue))
+
+
+def format_entities_line(entities: Iterable[dict[str, str]]) -> str:
+    parts = []
+    for e in entities:
+        conf = e.get("confidence") or "high"
+        if conf == "high":
+            parts.append(f"{e['type']}:{e['value']}")
+        else:
+            parts.append(f"{e['type']}:{e['value']}({conf})")
+    return "; ".join(parts)