feat: add get_ticket_context() to ConnectWise provider (Task 8)
Fetches ticket details, company, contact, configurations, notes, and related open tickets in parallel via asyncio.gather with partial failure tolerance. Results are cached with a 5-minute TTL per ticket/connection. Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
This commit is contained in:
chihlasm
@@ -1,6 +1,10 @@
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"""ConnectWise implementation of PSAProvider."""
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from __future__ import annotations
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import asyncio
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import logging
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from datetime import datetime, timezone
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from app.services.psa.base import PSAProvider
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from app.services.psa.cache import psa_cache
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from app.services.psa.types import (
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@@ -14,6 +18,8 @@ from app.services.psa.types import (
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)
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from .client import ConnectWiseClient
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logger = logging.getLogger(__name__)
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class ConnectWiseProvider(PSAProvider):
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"""ConnectWise PSA provider implementation."""
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@@ -263,6 +269,251 @@ class ConnectWiseProvider(PSAProvider):
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psa_cache.set(cache_key, result, ttl_seconds=900)
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return result
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# ── Ticket Context ────────────────────────────────────────────────
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async def get_ticket_context(
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self, ticket_id: int, connection_id: str | None = None
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):
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"""Fetch rich ticket context for AI prompt injection.
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Returns a TicketContext with ticket details, company, contact,
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configurations, recent notes, and related open tickets.
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Results are cached for 5 minutes per ticket.
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"""
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from app.schemas.psa_context import (
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TicketContext,
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TicketDetails,
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CompanyInfo,
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ContactInfo,
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ConfigItem,
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TicketNote,
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RelatedTicket,
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)
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cache_key = f"{connection_id or 'default'}:ticket_context:{ticket_id}"
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cached = psa_cache.get(cache_key)
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if cached is not None:
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return cached
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# Fetch ticket first to get company_id and contact_id
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ticket_data = await self.client.get(
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f"/service/tickets/{ticket_id}",
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params={
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"fields": "id,summary,status,priority,board,sla,dateEntered,resources,company,contact"
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},
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)
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company_id = ticket_data.get("company", {}).get("id") if ticket_data.get("company") else None
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contact_id = ticket_data.get("contact", {}).get("id") if ticket_data.get("contact") else None
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# Build parallel fetch tasks
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configs_task = asyncio.create_task(
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self.client.get(
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f"/service/tickets/{ticket_id}/configurations",
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params={
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"fields": "id,deviceIdentifier,type,osType,serialNumber,ipAddress,modelNumber"
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},
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)
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)
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notes_task = asyncio.create_task(
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self.client.get(
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f"/service/tickets/{ticket_id}/notes",
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params={
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"pageSize": "20",
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"orderBy": "dateCreated desc",
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"fields": "id,text,member,dateCreated,internalAnalysisFlag",
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},
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)
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)
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company_task = asyncio.create_task(
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self.client.get(
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f"/company/companies/{company_id}",
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params={
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"fields": "id,name,site,addressLine1,city,state,zip,phoneNumber,type,territory"
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},
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)
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) if company_id else None
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related_task = asyncio.create_task(
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self.client.get(
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"/service/tickets",
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params={
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"conditions": f"company/id={company_id} AND closedFlag=false AND id != {ticket_id}",
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"pageSize": "5",
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"orderBy": "id desc",
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"fields": "id,summary,status,priority,board",
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},
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)
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) if company_id else None
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contact_task = asyncio.create_task(
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self.client.get(
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f"/company/contacts/{contact_id}",
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params={
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"fields": "id,firstName,lastName,title,defaultPhoneNbr,communicationItems"
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},
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)
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) if contact_id else None
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# Gather all tasks with partial failure tolerance
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tasks_to_await = [t for t in [configs_task, notes_task, company_task, related_task, contact_task] if t is not None]
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task_results = await asyncio.gather(*tasks_to_await, return_exceptions=True)
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# Unpack results in order (skipping None tasks)
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result_iter = iter(task_results)
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configs_raw = next(result_iter)
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notes_raw = next(result_iter)
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company_raw = next(result_iter) if company_task else None
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related_raw = next(result_iter) if related_task else None
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contact_raw = next(result_iter) if contact_task else None
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# Map ticket details
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def _parse_dt(val: str | None) -> datetime:
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if not val:
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return datetime.now(timezone.utc)
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try:
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# CW returns ISO 8601 strings — ensure timezone aware
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dt = datetime.fromisoformat(val.replace("Z", "+00:00"))
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if dt.tzinfo is None:
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dt = dt.replace(tzinfo=timezone.utc)
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return dt
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except (ValueError, AttributeError):
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return datetime.now(timezone.utc)
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ticket_details = TicketDetails(
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id=ticket_data["id"],
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summary=ticket_data.get("summary", ""),
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status=ticket_data.get("status", {}).get("name", "") if isinstance(ticket_data.get("status"), dict) else str(ticket_data.get("status", "")),
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priority=ticket_data.get("priority", {}).get("name", "") if isinstance(ticket_data.get("priority"), dict) else str(ticket_data.get("priority", "")),
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board=ticket_data.get("board", {}).get("name", "") if isinstance(ticket_data.get("board"), dict) else str(ticket_data.get("board", "")),
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sla=ticket_data.get("sla", {}).get("name") if isinstance(ticket_data.get("sla"), dict) else ticket_data.get("sla"),
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date_entered=_parse_dt(ticket_data.get("dateEntered")),
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resources=ticket_data.get("resources"),
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)
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# Map company
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company_info: CompanyInfo
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if isinstance(company_raw, dict):
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addr_parts = [
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company_raw.get("addressLine1"),
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company_raw.get("city"),
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company_raw.get("state"),
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company_raw.get("zip"),
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]
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address = ", ".join(p for p in addr_parts if p) or None
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company_info = CompanyInfo(
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id=company_raw["id"],
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name=company_raw.get("name", ""),
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site=company_raw.get("site", {}).get("name") if isinstance(company_raw.get("site"), dict) else company_raw.get("site"),
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address=address,
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phone=company_raw.get("phoneNumber"),
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type=company_raw.get("type", {}).get("name") if isinstance(company_raw.get("type"), dict) else company_raw.get("type"),
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territory=company_raw.get("territory", {}).get("name") if isinstance(company_raw.get("territory"), dict) else company_raw.get("territory"),
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)
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else:
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if isinstance(company_raw, Exception):
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logger.warning("Failed to fetch company for ticket %s: %s", ticket_id, company_raw)
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# Fallback: use data from ticket itself
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company_info = CompanyInfo(
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id=company_id or 0,
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name=ticket_data.get("company", {}).get("name", "") if isinstance(ticket_data.get("company"), dict) else "",
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)
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# Map contact
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contact_info: ContactInfo | None = None
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if isinstance(contact_raw, dict):
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first = contact_raw.get("firstName", "")
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last = contact_raw.get("lastName", "")
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full_name = f"{first} {last}".strip() or "Unknown"
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# Extract email from communicationItems
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email: str | None = None
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comm_items = contact_raw.get("communicationItems", [])
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if isinstance(comm_items, list):
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for item in comm_items:
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if isinstance(item, dict) and item.get("communicationType") == "Email":
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email = item.get("value")
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break
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contact_info = ContactInfo(
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name=full_name,
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email=email,
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phone=contact_raw.get("defaultPhoneNbr"),
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title=contact_raw.get("title"),
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)
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elif isinstance(contact_raw, Exception):
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logger.warning("Failed to fetch contact for ticket %s: %s", ticket_id, contact_raw)
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# Map configurations
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configurations: list[ConfigItem] = []
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if isinstance(configs_raw, list):
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for cfg in configs_raw:
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if not isinstance(cfg, dict):
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continue
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configurations.append(ConfigItem(
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device_identifier=cfg.get("deviceIdentifier", ""),
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type=cfg.get("type", {}).get("name") if isinstance(cfg.get("type"), dict) else cfg.get("type"),
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os_type=cfg.get("osType", {}).get("name") if isinstance(cfg.get("osType"), dict) else cfg.get("osType"),
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serial_number=cfg.get("serialNumber"),
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ip_address=cfg.get("ipAddress"),
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model_number=cfg.get("modelNumber"),
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))
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elif isinstance(configs_raw, Exception):
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logger.warning("Failed to fetch configs for ticket %s: %s", ticket_id, configs_raw)
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# Map notes
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notes: list[TicketNote] = []
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if isinstance(notes_raw, list):
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for note in notes_raw:
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if not isinstance(note, dict):
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continue
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member_name: str | None = None
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member_obj = note.get("member")
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if isinstance(member_obj, dict):
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first = member_obj.get("firstName", "")
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last = member_obj.get("lastName", "")
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member_name = f"{first} {last}".strip() or member_obj.get("identifier")
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elif isinstance(member_obj, str):
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member_name = member_obj
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notes.append(TicketNote(
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text=note.get("text", ""),
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member=member_name,
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date_created=_parse_dt(note.get("dateCreated")),
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internal_analysis_flag=note.get("internalAnalysisFlag", False),
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))
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elif isinstance(notes_raw, Exception):
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logger.warning("Failed to fetch notes for ticket %s: %s", ticket_id, notes_raw)
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# Map related tickets
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related_tickets: list[RelatedTicket] = []
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if isinstance(related_raw, list):
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for rt in related_raw:
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if not isinstance(rt, dict):
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continue
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related_tickets.append(RelatedTicket(
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id=rt["id"],
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summary=rt.get("summary", ""),
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status=rt.get("status", {}).get("name", "") if isinstance(rt.get("status"), dict) else str(rt.get("status", "")),
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priority=rt.get("priority", {}).get("name", "") if isinstance(rt.get("priority"), dict) else str(rt.get("priority", "")),
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board=rt.get("board", {}).get("name", "") if isinstance(rt.get("board"), dict) else str(rt.get("board", "")),
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))
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elif isinstance(related_raw, Exception):
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logger.warning("Failed to fetch related tickets for ticket %s: %s", ticket_id, related_raw)
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ctx = TicketContext(
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ticket=ticket_details,
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company=company_info,
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contact=contact_info,
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configurations=configurations,
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notes=notes,
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related_tickets=related_tickets,
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fetched_at=datetime.now(timezone.utc),
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)
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psa_cache.set(cache_key, ctx, ttl_seconds=300)
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return ctx
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# ── Private helpers ───────────────────────────────────────────────
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@staticmethod
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