GenerateTicketSummary

Generate a formatted summary of ticket conversations for AI processing. This function extracts Create and Correspond transactions from a ticket and formats them using XML-like tags similar to the context file format.

CleanTransactionContent

Clean up transaction content by removing RT email headers, signatures, and excessive whitespace. Also escapes XML characters for safe inclusion in XML output.

LoadContextFile

Load and return the contents of a context file for AI processing. This function searches for relevant context files in the configured directory and returns the content for inclusion in AI API requests.

NAME

RT-Extension-AI - Add various AI Features to Request Tracker

DESCRIPTION

This RT extension introduces various AI-powered features to RT. AI assistance is added via scrips and also interactively through the RT editor.

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/rt6/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

An example configuration file is provided in etc/RT_AI_Config.pm. The configuration defines both the details of the service you want to connect to and details of the specific features, like prompts for different features.

Here is a sample configuration with Gemini:

Set( %RT_AI_Provider,
      'Default' => {
         name    => 'Gemini',
         api_key => 'YOUR_API_KEY',
         timeout => 15,
         url     => 'https://generativelanguage.googleapis.com/v1beta/models/gemini-2.0-flash:generateContent',
         prompts => {
            summarize_ticket => 'You are a helpdesk assistant. Summarize the ticket conversation precisely. Focus on key points, decisions made, and any follow-up actions required.',
            assess_sentiment => 'Classify the overall sentiment as Satisfied, Dissatisfied, or Neutral. Provide reasoning if possible.',
            adjust_tone => 'Paraphrase the text for clarity and professionalism. Ensure the tone is polite, concise, and customer-friendly.',
            suggest_response => 'Provide clear, practical advice or suggestions based on the given question or scenario.',
            translate_content => 'Translate the provided text, maintaining accuracy and idiomatic expressions.',
            autocomplete_text => 'Predict the next three words based on the input text without explanations.',
         },
         editor_features => [ 'adjust_tone', 'suggest_response', 'translate_content', 'autocomplete_text' ],
         queue_creation_assistant => 1,  # Set to 0 to disable the AI queue creation assistant
         use_context_files => 0,  # Set to 1 to enable context file usage for suggest_response
         context_file_path => "$RT::EtcPath/ai/context",  # Directory containing context files
         suggest_response_context_prompt => "Here are examples of similar previous conversations for context:",  # Text that introduces the context
      },
);

Below shows a sample configuration with OpenAI:

Set( %RT_AI_Provider,
      'Default' => {
        name    => 'OpenAI',
        api_key => 'YOUR_API_KEY',
        timeout => 15,
        url     => 'https://api.openai.com/v1/chat/completions',
        default_model => {
            name        => 'gpt-4',
            max_tokens  => 300,
            temperature => 0.5,
        },
        autocomplete_model => {
            name        => 'gpt-3.5-turbo',
            max_tokens  => 20,
            temperature => 0.7,
        },
        prompts => {
            summarize_ticket => 'You are a helpdesk assistant. Summarize the ticket conversation precisely. Focus on key points, decisions made, and any follow-up actions required.',
            assess_sentiment => 'Classify the overall sentiment as Satisfied, Dissatisfied, or Neutral. Provide reasoning if possible.',
            adjust_tone => 'Paraphrase the text for clarity and professionalism. Ensure the tone is polite, concise, and customer-friendly.',
            suggest_response => 'Provide clear, practical advice or suggestions based on the given question or scenario.',
            translate_content => 'Translate the provided text, maintaining accuracy and idiomatic expressions.',
            autocomplete_text => 'Predict the next three words based on the input text without explanations.',
        },
        editor_features => [ 'adjust_tone', 'suggest_response', 'translate_content', 'autocomplete_text' ],
        queue_creation_assistant => 1,  # Set to 0 to disable the AI queue creation assistant
        use_context_files => 0,  # Set to 1 to enable context file usage for suggest_response
        context_file_path => "$RT::EtcPath/ai/context",  # Directory containing context files
        suggest_response_context_prompt => "Context: The following are complete conversation histories from similar resolved support tickets. Use these examples to understand typical issue patterns, effective troubleshooting approaches, and professional response tone. Each <Ticket> contains chronological messages between users (customers/requesters) and support staff (privileged users). Apply these patterns to craft an appropriate response:",  # Text that introduces the context
      },
);

Global and Queue-specific Configuration

The block of configuration defined for the "Default" key, as shown above, is used as the default global settings for your RT. You can define per-queue configuration by adding sections with queue names as keys. In any context where RT can associate the AI action with a ticket or queue, it will load the matching queue configuration, if available.

Some features, like the editor autocomplete, may call the AI service many times. To limit AI features to selected queues only, do not provide a Default configuration and only add configuration for the queues you want. The AI menu in the editor will only appear for configured queues and autocomplete will also run only for configured queues.

Using Different AI Providers

This extension is designed to work with any AI provider with a REST API. The features currently all use the conversation AI feature. To interface with a system, you need the REST API URL for the conversation endpoint.

Authentication can be different for different providers and may require some custom coding. Most require a token as indicated in the configuration. We have tested with the following providers.

OpenAPI, URL: https://api.openai.com/v1/chat/completions
Gemini, URL: https://generativelanguage.googleapis.com/v1beta/models/gemini-2.0-flash:generateContent

Models

Some API providers have different models that are optimized for different tasks. Currently most AI features use the general model. The autocomplete feature, however, requires fast responses, so we provide a way to set a different model for that feature. ChatGPT, for example, has a turbo model that is optimized for speed and makes the autocomplete work much better.

Prompts

You can define different prompts for different AI features. The keys in the prompts section describe what they are used for. These prompts are sent with every request to the AI for the defined feature. You will likely need to experiment with your selected AI to find wording that correctly processes the prompt along with the content sent in each request.

Context Files

The AI response suggestion feature can optionally use context files generated by the rt-build-context-files utility. These files contain structured conversation data from similar tickets to help the AI generate more contextually appropriate responses.

To enable context file usage:

use_context_files => 1,
context_file_path => "$RT::EtcPath/ai/context",
suggest_response_context_prompt => "Context: The following are complete conversation histories from similar resolved support tickets. Use these examples to understand typical issue patterns, effective troubleshooting approaches, and professional response tone. Each <Ticket> contains chronological messages between users (customers/requesters) and support staff (privileged users). Apply these patterns to craft an appropriate response:",

When enabled, the suggest_response feature will look for relevant context files in the specified directory and include that information in AI requests to improve response quality. The suggest_response_context_prompt setting allows you to customize the introductory text that explains the context to the AI for suggest_response requests.

Queue Creation Assistant

To enable the queue creation assistant, add the following to your provider configuration:

queue_creation_assistant => 1,

See "Queue Creation Assistant" under FEATURES below for details.

CKEditor Integration

Some AI features are integrated into RT's editor and are accessible via buttons in the editor toolbar. To load the editor features, some additional configuration is needed. It is provided in the sample etc/RT_AI_Config.pm file and should be loaded automatically when you enable the extension. If you don't see the AI button, you can copy the configuration into your local site configuration.

The AI Suggestion feature works directly within the editor, inserting responses at the end of existing content rather than replacing it. This allows users to quote parts of incoming messages and have AI suggestions appended appropriately.

FEATURES

Scrips

The following scrips are provided to update information on tickets when configured with whatever conditions you prefer. The sample scrips are configured with "On Correspond" conditions. These are just examples and you can use the actions in any new scrips you want to create.

These scrips are applied globally as part of the installation. If you are just testing, you may want to update the scrips and limit them to just one queue.

On Correspond Summarize Ticket History
On Correspond Assess Reply Sentiment

Scrip Actions

The actions below are included with the extension and can be used with any conditions to create scrips that make sense for your system.

Analyze Ticket Sentiment: Content from the ticket is sent to the AI provider and analyzed to assess the sentiment of the end user. Responses are Satisfied, Dissatisfied, or Neutral and the value is saved in the "Ticket Summary" custom field on the ticket.
Generate Ticket Summary: Content from the ticket is sent to the AI provider and a concise summary is requested. The result is saved in the "Ticket Sentiment" custom field on the ticket.

Editor Features

The following features are available in RT's editor.

Autocomplete: As you type, suggestions are provided for the next few words. The behavior of the suggestions can be modified with the prompt.
Adjust Tone: You can submit a block of text to your AI provider and ask it to change the tone to something different.
AI Suggestion: Your AI provider can suggest a response to the current question on the ticket. The AI response is inserted directly into the editor at the end of any existing content, preserving paragraph structure and newlines.
Translate: Translate the provided content from the current language to another selected language.

Queue Creation Assistant

An interactive chat interface under Admin > Queues > Create with AI that guides administrators through setting up a new queue. Through a multi-turn conversation, the AI gathers workflow details and generates a complete configuration including a custom lifecycle, queue, groups, custom fields, ACL rights, and queue watchers. The admin reviews a summary of the proposed configuration and creates all objects with a single click. See "Queue Creation Assistant" above for configuration details.

DEVELOPER

CKEditor Plugin RtExtensionAi

A new custom CKEditor plugin RtExtensionAi provides the AI integration with the RT editor.

Updating the plugin

The plugin uses Vite to build the assets loaded into RT. Information on working with CKEditor plugins can be found on the CKEditor website.

We use Vite to build the CKEditor plugin.

npm install
npm run build

AUTHOR

Best Practical Solutions, LLC <modules@bestpractical.com>

Initial Prototype

Parag Shah <paragsha@buffalo.edu>

Neel Patel <neelvish@buffalo.edu>

Abhinandan Vijan <abhinandanvijan98@gmail.com>

Ayush Goel <ayushgoe@buffalo.edu>

Shivan Mathur <shivanmthr18@gmail.com>

BUGS

All bugs should be reported via email to: bug-RT-Extension-AI@rt.cpan.org

Or via the web at: rt.cpan.org.

COPYRIGHT

This is free software, licensed under:

The GNU General Public License, Version 2, June 1991

LoadQueueCreationPrompt

Load the system prompt for the queue creation assistant from etc/ai/prompts/create-queue.md. Searches the local etc directory, the default etc directory, and installed plugin paths.

To install RT::Extension::AI, copy and paste the appropriate command in to your terminal.

cpanm

cpanm RT::Extension::AI

CPAN shell

perl -MCPAN -e shell
install RT::Extension::AI

For more information on module installation, please visit the detailed CPAN module installation guide.

	Global
`s`	Focus search bar
`?`	Bring up this help dialog

	GitHub
`g` `p`	Go to pull requests
`g` `i`	Go to GitHub issues (only if GitHub is preferred repository)

	POD
`g` `a`	Go to author
`g` `c`	Go to changes
`g` `i`	Go to issues
`g` `d`	Go to dist
`g` `r`	Go to repository/SCM
`g` `s`	Go to source
`g` `b`	Go to file browse

Search terms
module: (e.g. module:Plugin)
distribution: (e.g. distribution:Dancer auth)
author: (e.g. author:SONGMU Redis)
version: (e.g. version:1.00)

GenerateTicketSummary

CleanTransactionContent

LoadContextFile

NAME

DESCRIPTION

RT VERSION

INSTALLATION

CONFIGURATION

Global and Queue-specific Configuration

Using Different AI Providers

Models

Prompts

Context Files

Queue Creation Assistant

CKEditor Integration

FEATURES

Scrips

Scrip Actions

Editor Features

Queue Creation Assistant

DEVELOPER

CKEditor Plugin RtExtensionAi

Updating the plugin

AUTHOR

Initial Prototype

BUGS

COPYRIGHT

LoadQueueCreationPrompt

Module Install Instructions

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