591 lines
24 KiB
Python
591 lines
24 KiB
Python
"""
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Session export generators for ResolutionFlow.
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Provides markdown, plain text, HTML, and PSA/ticket note export formatters
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for troubleshooting sessions.
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"""
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import html
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from datetime import datetime
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from typing import Any
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from app.models.session import Session
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from app.schemas.session import SessionExport
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OUTCOME_LABELS = {
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"resolved": "Resolved",
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"escalated": "Escalated",
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"workaround": "Workaround Applied",
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"unresolved": "Unresolved",
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}
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def _format_duration(started_at: datetime, completed_at: datetime | None) -> str:
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"""Format duration between two datetimes as human-readable string."""
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if not completed_at:
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return "In progress"
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delta = completed_at - started_at
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total_seconds = int(delta.total_seconds())
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if total_seconds < 0:
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return "0 minutes"
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hours, remainder = divmod(total_seconds, 3600)
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minutes = remainder // 60
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if hours > 0:
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return f"{hours}h {minutes}m"
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return f"{minutes} minutes"
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def _format_step_duration(duration_seconds: int) -> str:
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"""Format step duration seconds as compact human-readable text."""
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if duration_seconds < 0:
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return "0s"
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if duration_seconds < 60:
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return f"{duration_seconds}s"
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hours, remainder = divmod(duration_seconds, 3600)
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minutes, seconds = divmod(remainder, 60)
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if hours > 0:
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if seconds > 0:
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return f"{hours}h {minutes}m {seconds}s"
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return f"{hours}h {minutes}m"
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if seconds > 0:
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return f"{minutes}m {seconds}s"
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return f"{minutes}m"
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def _parse_iso_datetime(value: Any) -> datetime | None:
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"""Parse ISO datetime strings from JSONB with support for trailing Z."""
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if isinstance(value, datetime):
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return value
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if not isinstance(value, str) or not value:
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return None
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try:
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return datetime.fromisoformat(value.replace("Z", "+00:00"))
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except ValueError:
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return None
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def _get_step_duration_seconds(decision: dict[str, Any]) -> int | None:
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"""Get step duration from explicit field or entered/exited timestamps."""
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explicit_duration = decision.get("duration_seconds")
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if isinstance(explicit_duration, (int, float)):
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duration = int(explicit_duration)
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if duration >= 0:
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return duration
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entered_at = _parse_iso_datetime(decision.get("entered_at"))
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exited_at = _parse_iso_datetime(decision.get("exited_at"))
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if entered_at and exited_at:
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total_seconds = int((exited_at - entered_at).total_seconds())
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if total_seconds >= 0:
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return total_seconds
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return None
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def _get_command_output(decision: dict[str, Any]) -> str | None:
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"""Extract and normalize command_output from a decision dict."""
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output = decision.get("command_output")
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if not isinstance(output, str):
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return None
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output = output.strip()
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return output if output else None
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def _truncate_command_output(output: str, max_lines: int = 5, fmt: str = "text") -> str:
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"""Truncate command output to max_lines for standard detail level.
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Args:
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fmt: One of "markdown", "text", "html", "psa" — controls suffix formatting.
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"""
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lines = output.splitlines()
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if len(lines) <= max_lines:
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return output
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truncated = "\n".join(lines[:max_lines])
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count = len(lines)
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if fmt == "markdown":
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suffix = f"*(full output omitted — {count} lines)*"
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elif fmt == "html":
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suffix = f"<em>(full output omitted — {count} lines)</em>"
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else: # text, psa
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suffix = f"(full output omitted — {count} lines)"
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return f"{truncated}\n{suffix}"
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def _find_node_commands(tree_snapshot: dict[str, Any], node_id: str) -> list[str]:
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"""Find the commands list for a node in the tree snapshot."""
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def _search(node: dict[str, Any]) -> list[str] | None:
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if node.get("id") == node_id:
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return node.get("commands") or []
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for child in node.get("children", []):
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result = _search(child)
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if result is not None:
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return result
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return None
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structure = tree_snapshot.get("tree_structure") or tree_snapshot
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return _search(structure) or []
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def _get_outcome_label(session: Session) -> str | None:
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"""Map stored outcome enum to human-friendly label."""
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outcome = getattr(session, "outcome", None)
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if not outcome:
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return None
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return OUTCOME_LABELS.get(outcome, str(outcome).replace("_", " ").title())
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def _build_summary_fields(session: Session) -> dict[str, str]:
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"""Build auto-populated summary fields from session data.
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Empty fields are left blank — users fill them in via the editable preview.
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"""
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tree_name = session.tree_snapshot.get("name", "Troubleshooting Session")
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tree_desc = session.tree_snapshot.get("description", "")
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issue = f"{tree_name}: {tree_desc}" if tree_desc else tree_name
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if session.completed_at:
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status = "Resolved" if getattr(session, "outcome", None) == "resolved" else \
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f"Completed — {_get_outcome_label(session) or 'Unknown'}"
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else:
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step_count = len(session.decisions) if session.decisions else 0
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status = f"In Progress — paused at step {step_count}" if step_count else "In Progress"
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_raw_notes = getattr(session, 'outcome_notes', None)
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resolution = (_raw_notes if isinstance(_raw_notes, str) else '').strip()
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_raw_next = getattr(session, 'next_steps', None)
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next_steps = (_raw_next if isinstance(_raw_next, str) else '').strip()
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return {
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"issue": issue,
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"impact": "",
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"status": status,
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"resolution": resolution,
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"next_steps": next_steps,
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}
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def _escape_markdown_table(value: str) -> str:
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"""Escape value for use in a markdown table cell."""
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return value.replace("|", "\\|").replace("\n", " ")
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def generate_markdown_export(session: Session, options: SessionExport) -> str:
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"""Generate markdown export."""
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lines = []
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outcome_label = _get_outcome_label(session)
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if options.include_tree_info:
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tree_name = session.tree_snapshot.get("name", "Troubleshooting Session")
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lines.append(f"# {tree_name}")
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lines.append("")
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if session.ticket_number:
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lines.append(f"**Ticket:** {session.ticket_number}")
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if session.client_name:
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lines.append(f"**Client:** {session.client_name}")
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if options.include_timestamps:
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lines.append(f"**Started:** {session.started_at.strftime('%Y-%m-%d %H:%M')}")
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if session.completed_at:
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lines.append(f"**Completed:** {session.completed_at.strftime('%Y-%m-%d %H:%M')}")
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lines.append(f"**Duration:** {_format_duration(session.started_at, session.completed_at)}")
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if outcome_label:
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lines.append(f"**Outcome:** {outcome_label}")
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lines.append("")
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lines.append("---")
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lines.append("")
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if options.include_summary:
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summary = _build_summary_fields(session)
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esc = _escape_markdown_table
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lines.append("## Summary")
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lines.append("")
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lines.append("| Field | Details |")
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lines.append("|-------|---------|")
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lines.append(f"| Issue | {esc(summary['issue'])} |")
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lines.append(f"| Impact | {esc(summary['impact'])} |")
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lines.append(f"| Status | {esc(summary['status'])} |")
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lines.append(f"| Resolution | {esc(summary['resolution'])} |")
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lines.append(f"| Next Steps | {esc(summary['next_steps'])} |")
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lines.append("")
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lines.append("---")
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lines.append("")
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# Scratchpad / Evidence section
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scratchpad = getattr(session, 'scratchpad', '') or ''
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if scratchpad.strip():
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lines.append("## Evidence / Reference")
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lines.append("")
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lines.append(scratchpad)
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lines.append("")
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lines.append("---")
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lines.append("")
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lines.append("## Troubleshooting Steps")
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lines.append("")
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decisions = session.decisions
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if options.max_step_index is not None:
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decisions = decisions[:options.max_step_index]
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for i, decision in enumerate(decisions, 1):
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question = decision.get("question") or decision.get("action_performed", "Step")
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answer = decision.get("answer", "")
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notes = decision.get("notes", "")
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duration_seconds = _get_step_duration_seconds(decision)
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is_custom = decision.get("node_id", "").startswith("custom-")
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prefix = "[CUSTOM] " if is_custom else ""
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lines.append(f"### Step {i}: {prefix}{question}")
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if is_custom:
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lines.append("*Custom step added by engineer*")
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if answer:
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lines.append(f"**Answer:** {answer}")
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if notes:
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lines.append(f"**Notes:** {notes}")
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if command_output := _get_command_output(decision):
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if options.detail_level == "standard":
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command_output = _truncate_command_output(command_output, fmt="markdown")
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commands = _find_node_commands(session.tree_snapshot, decision.get("node_id", ""))
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if commands:
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lines.append(f"**Commands Run:** {', '.join(f'`{c}`' for c in commands)}")
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lines.append("**Output:**")
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lines.append("```")
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lines.append(command_output)
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lines.append("```")
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if duration_seconds is not None:
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lines.append(f"**Duration:** {_format_step_duration(duration_seconds)}")
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if options.include_timestamps and decision.get("timestamp"):
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lines.append(f"*{decision['timestamp']}*")
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lines.append("")
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# Resolution / Outcome Notes
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_raw_notes = getattr(session, 'outcome_notes', None)
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outcome_notes = _raw_notes if isinstance(_raw_notes, str) else ''
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if outcome_notes.strip() and options.include_outcome_notes:
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lines.append("---")
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lines.append("")
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lines.append("## Resolution")
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lines.append("")
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lines.append(outcome_notes.strip())
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lines.append("")
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# Next Steps
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_raw_next = getattr(session, 'next_steps', None)
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next_steps = _raw_next if isinstance(_raw_next, str) else ''
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if next_steps.strip() and options.include_next_steps:
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lines.append("---")
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lines.append("")
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lines.append("## Next Steps")
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lines.append("")
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lines.append(next_steps.strip())
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lines.append("")
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return "\n".join(lines)
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def generate_text_export(session: Session, options: SessionExport) -> str:
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"""Generate plain text export."""
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lines = []
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outcome_label = _get_outcome_label(session)
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if options.include_tree_info:
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tree_name = session.tree_snapshot.get("name", "Troubleshooting Session")
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lines.append(tree_name)
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lines.append("=" * len(tree_name))
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if session.ticket_number:
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lines.append(f"Ticket: {session.ticket_number}")
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if session.client_name:
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lines.append(f"Client: {session.client_name}")
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if options.include_timestamps:
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lines.append(f"Started: {session.started_at.strftime('%Y-%m-%d %H:%M')}")
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if session.completed_at:
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lines.append(f"Completed: {session.completed_at.strftime('%Y-%m-%d %H:%M')}")
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lines.append(f"Duration: {_format_duration(session.started_at, session.completed_at)}")
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if outcome_label:
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lines.append(f"Outcome: {outcome_label}")
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lines.append("")
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if options.include_summary:
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summary = _build_summary_fields(session)
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lines.append("SUMMARY")
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lines.append("-" * 20)
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lines.append(f"Issue: {summary['issue']}")
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lines.append(f"Impact: {summary['impact']}")
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lines.append(f"Status: {summary['status']}")
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lines.append(f"Resolution: {summary['resolution']}")
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lines.append(f"Next Steps: {summary['next_steps']}")
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lines.append("")
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# Scratchpad / Evidence section
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scratchpad = getattr(session, 'scratchpad', '') or ''
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if scratchpad.strip():
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lines.append("EVIDENCE / REFERENCE")
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lines.append("-" * 20)
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lines.append(scratchpad)
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lines.append("")
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lines.append("TROUBLESHOOTING STEPS")
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lines.append("-" * 20)
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decisions = session.decisions
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if options.max_step_index is not None:
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decisions = decisions[:options.max_step_index]
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for i, decision in enumerate(decisions, 1):
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question = decision.get("question") or decision.get("action_performed", "Step")
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answer = decision.get("answer", "")
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notes = decision.get("notes", "")
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duration_seconds = _get_step_duration_seconds(decision)
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is_custom = decision.get("node_id", "").startswith("custom-")
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prefix = "[CUSTOM] " if is_custom else ""
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lines.append(f"\n{i}. {prefix}{question}")
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if answer:
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lines.append(f" Answer: {answer}")
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if notes:
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lines.append(f" Notes: {notes}")
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if command_output := _get_command_output(decision):
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if options.detail_level == "standard":
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command_output = _truncate_command_output(command_output, fmt="text")
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commands = _find_node_commands(session.tree_snapshot, decision.get("node_id", ""))
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if commands:
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lines.append(f" Commands Run: {', '.join(commands)}")
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lines.append(" Output:")
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for output_line in command_output.splitlines():
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lines.append(f" {output_line}")
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if duration_seconds is not None:
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lines.append(f" Duration: {_format_step_duration(duration_seconds)}")
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# Resolution
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_raw_notes = getattr(session, 'outcome_notes', None)
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outcome_notes = _raw_notes if isinstance(_raw_notes, str) else ''
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if outcome_notes.strip() and options.include_outcome_notes:
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lines.append("")
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lines.append("RESOLUTION")
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lines.append("-" * 20)
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lines.append(outcome_notes.strip())
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# Next Steps
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_raw_next = getattr(session, 'next_steps', None)
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next_steps = _raw_next if isinstance(_raw_next, str) else ''
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if next_steps.strip() and options.include_next_steps:
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lines.append("")
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lines.append("NEXT STEPS")
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lines.append("-" * 20)
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lines.append(next_steps.strip())
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return "\n".join(lines)
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def generate_html_export(session: Session, options: SessionExport) -> str:
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"""Generate HTML export."""
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tree_name = html.escape(session.tree_snapshot.get("name", "Troubleshooting Session"))
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outcome_label = _get_outcome_label(session)
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html_parts = ['<!DOCTYPE html>', '<html>', '<head>',
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'<meta charset="UTF-8">',
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f'<title>{tree_name}</title>',
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'<style>',
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'body { font-family: Arial, sans-serif; max-width: 800px; margin: 0 auto; padding: 20px; }',
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'h1 { color: #333; }',
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'.meta { color: #666; margin-bottom: 20px; }',
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'.step { margin-bottom: 15px; padding: 10px; background: #f5f5f5; border-radius: 5px; }',
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'.step h3 { margin: 0 0 10px 0; color: #444; }',
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'.answer { font-weight: bold; }',
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'.notes { font-style: italic; color: #555; }',
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'.duration { color: #444; margin-top: 6px; }',
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'.timestamp { font-size: 0.85em; color: #888; }',
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'</style>',
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'</head>', '<body>']
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if options.include_tree_info:
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html_parts.append(f'<h1>{tree_name}</h1>')
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html_parts.append('<div class="meta">')
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if session.ticket_number:
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html_parts.append(f'<p><strong>Ticket:</strong> {html.escape(session.ticket_number)}</p>')
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if session.client_name:
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html_parts.append(f'<p><strong>Client:</strong> {html.escape(session.client_name)}</p>')
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if options.include_timestamps:
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html_parts.append(f'<p><strong>Started:</strong> {session.started_at.strftime("%Y-%m-%d %H:%M")}</p>')
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if session.completed_at:
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html_parts.append(f'<p><strong>Completed:</strong> {session.completed_at.strftime("%Y-%m-%d %H:%M")}</p>')
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html_parts.append(f'<p><strong>Duration:</strong> {_format_duration(session.started_at, session.completed_at)}</p>')
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if outcome_label:
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html_parts.append(f'<p><strong>Outcome:</strong> {html.escape(outcome_label)}</p>')
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html_parts.append('</div>')
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if options.include_summary:
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summary = _build_summary_fields(session)
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html_parts.append('<h2>Summary</h2>')
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html_parts.append('<table style="width: 100%; border-collapse: collapse; margin-bottom: 20px;">')
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for label, value in [("Issue", summary["issue"]), ("Impact", summary["impact"]),
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("Status", summary["status"]), ("Resolution", summary["resolution"]),
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("Next Steps", summary["next_steps"])]:
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html_parts.append(f'<tr><td style="padding: 6px 12px; border: 1px solid #ddd; font-weight: bold; width: 120px;">{html.escape(label)}</td>')
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html_parts.append(f'<td style="padding: 6px 12px; border: 1px solid #ddd;">{html.escape(value)}</td></tr>')
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html_parts.append('</table>')
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# Scratchpad / Evidence section
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scratchpad = getattr(session, 'scratchpad', '') or ''
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if scratchpad.strip():
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html_parts.append('<h2>Evidence / Reference</h2>')
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html_parts.append(f'<div class="scratchpad" style="white-space: pre-wrap; background: #f9f9f9; padding: 12px; border-radius: 4px; margin-bottom: 20px;">{html.escape(scratchpad)}</div>')
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html_parts.append('<h2>Troubleshooting Steps</h2>')
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decisions = session.decisions
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if options.max_step_index is not None:
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decisions = decisions[:options.max_step_index]
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for i, decision in enumerate(decisions, 1):
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question = html.escape(decision.get("question") or decision.get("action_performed", "Step"))
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answer = html.escape(decision.get("answer", ""))
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notes = html.escape(decision.get("notes", ""))
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duration_seconds = _get_step_duration_seconds(decision)
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html_parts.append('<div class="step">')
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is_custom = decision.get("node_id", "").startswith("custom-")
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custom_badge = '<span style="background: #7c3aed; color: white; padding: 2px 6px; border-radius: 3px; font-size: 0.75em; margin-right: 6px;">CUSTOM</span>' if is_custom else ''
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|
html_parts.append(f'<h3>{custom_badge}Step {i}: {question}</h3>')
|
|
if answer:
|
|
html_parts.append(f'<p class="answer">Answer: {answer}</p>')
|
|
if notes:
|
|
html_parts.append(f'<p class="notes">Notes: {notes}</p>')
|
|
if command_output := _get_command_output(decision):
|
|
if options.detail_level == "standard":
|
|
command_output = _truncate_command_output(command_output, fmt="html")
|
|
commands = _find_node_commands(session.tree_snapshot, decision.get("node_id", ""))
|
|
if commands:
|
|
cmd_html = ", ".join(f"<code>{html.escape(c)}</code>" for c in commands)
|
|
html_parts.append(f'<p><strong>Commands Run:</strong> {cmd_html}</p>')
|
|
html_parts.append(f'<pre><code>{html.escape(command_output)}</code></pre>')
|
|
if duration_seconds is not None:
|
|
html_parts.append(f'<p class="duration"><strong>Duration:</strong> {_format_step_duration(duration_seconds)}</p>')
|
|
if options.include_timestamps and decision.get("timestamp"):
|
|
html_parts.append(f'<p class="timestamp">{html.escape(str(decision["timestamp"]))}</p>')
|
|
html_parts.append('</div>')
|
|
|
|
# Resolution
|
|
_raw_notes = getattr(session, 'outcome_notes', None)
|
|
outcome_notes = _raw_notes if isinstance(_raw_notes, str) else ''
|
|
if outcome_notes.strip() and options.include_outcome_notes:
|
|
html_parts.append('<h2>Resolution</h2>')
|
|
html_parts.append(f'<div style="white-space: pre-wrap; margin-bottom: 20px;">{html.escape(outcome_notes.strip())}</div>')
|
|
|
|
# Next Steps
|
|
_raw_next = getattr(session, 'next_steps', None)
|
|
next_steps = _raw_next if isinstance(_raw_next, str) else ''
|
|
if next_steps.strip() and options.include_next_steps:
|
|
html_parts.append('<h2>Next Steps</h2>')
|
|
html_parts.append(f'<div style="white-space: pre-wrap; margin-bottom: 20px;">{html.escape(next_steps.strip())}</div>')
|
|
|
|
html_parts.extend(['</body>', '</html>'])
|
|
return "\n".join(html_parts)
|
|
|
|
|
|
def generate_psa_export(session: Session, options: SessionExport) -> str:
|
|
"""Generate PSA/ticket note export optimized for ConnectWise and similar PSA tools."""
|
|
lines = []
|
|
outcome_label = _get_outcome_label(session)
|
|
|
|
tree_name = session.tree_snapshot.get("name", "Troubleshooting Session")
|
|
tree_description = session.tree_snapshot.get("description", "")
|
|
ticket_number = session.ticket_number or "N/A"
|
|
client_name = session.client_name or "N/A"
|
|
date_str = session.started_at.strftime("%Y-%m-%d %H:%M")
|
|
|
|
lines.append("=== TROUBLESHOOTING NOTES ===")
|
|
lines.append(f"Ticket: {ticket_number} | Client: {client_name}")
|
|
lines.append(f"Tree: {tree_name} | Date: {date_str}")
|
|
lines.append(f"Duration: {_format_duration(session.started_at, session.completed_at)}")
|
|
if outcome_label:
|
|
lines.append(f"Outcome: {outcome_label}")
|
|
lines.append("")
|
|
|
|
if options.include_summary:
|
|
summary = _build_summary_fields(session)
|
|
lines.append("--- SUMMARY ---")
|
|
lines.append(f"Issue: {summary['issue']}")
|
|
lines.append(f"Impact: {summary['impact']}")
|
|
lines.append(f"Status: {summary['status']}")
|
|
lines.append(f"Resolution: {summary['resolution']}")
|
|
lines.append(f"Next Steps: {summary['next_steps']}")
|
|
lines.append("")
|
|
|
|
# Problem section
|
|
lines.append("--- PROBLEM ---")
|
|
lines.append(tree_description if tree_description else "No description provided.")
|
|
lines.append("")
|
|
|
|
# Steps taken
|
|
lines.append("--- STEPS TAKEN ---")
|
|
decisions = session.decisions
|
|
if options.max_step_index is not None:
|
|
decisions = decisions[:options.max_step_index]
|
|
if decisions:
|
|
for i, decision in enumerate(decisions, 1):
|
|
question = decision.get("question") or decision.get("action_performed", "Step")
|
|
answer = decision.get("answer", "")
|
|
notes = decision.get("notes", "")
|
|
duration_seconds = _get_step_duration_seconds(decision)
|
|
|
|
is_custom = decision.get("node_id", "").startswith("custom-")
|
|
prefix = "[CUSTOM] " if is_custom else ""
|
|
line = f"{i}. {prefix}{question}"
|
|
if answer:
|
|
line += f" -> {answer}"
|
|
if duration_seconds is not None:
|
|
line += f" ({_format_step_duration(duration_seconds)})"
|
|
lines.append(line)
|
|
if notes:
|
|
lines.append(f" Notes: {notes}")
|
|
if command_output := _get_command_output(decision):
|
|
if options.detail_level == "standard":
|
|
command_output = _truncate_command_output(command_output, fmt="psa")
|
|
commands = _find_node_commands(session.tree_snapshot, decision.get("node_id", ""))
|
|
if commands:
|
|
lines.append(f" Commands: {', '.join(commands)}")
|
|
lines.append(" Output:")
|
|
for output_line in command_output.splitlines():
|
|
lines.append(f" {output_line}")
|
|
else:
|
|
lines.append("No steps recorded.")
|
|
lines.append("")
|
|
|
|
# Resolution — only for completed sessions
|
|
if session.completed_at:
|
|
lines.append("--- RESOLUTION ---")
|
|
_raw_notes = getattr(session, 'outcome_notes', None)
|
|
outcome_notes = _raw_notes if isinstance(_raw_notes, str) else ''
|
|
if outcome_notes.strip() and options.include_outcome_notes:
|
|
lines.append(outcome_notes.strip())
|
|
elif session.decisions:
|
|
last_decision = session.decisions[-1]
|
|
resolution = last_decision.get("answer") or last_decision.get("question", "No resolution recorded")
|
|
lines.append(resolution)
|
|
else:
|
|
lines.append("No resolution recorded.")
|
|
if outcome_label:
|
|
lines.append(f"Outcome: {outcome_label}")
|
|
lines.append("")
|
|
|
|
# Next Steps
|
|
_raw_next = getattr(session, 'next_steps', None)
|
|
next_steps = _raw_next if isinstance(_raw_next, str) else ''
|
|
if next_steps.strip() and options.include_next_steps:
|
|
lines.append("--- NEXT STEPS ---")
|
|
lines.append(next_steps.strip())
|
|
lines.append("")
|
|
|
|
# Time spent
|
|
lines.append("--- TIME SPENT ---")
|
|
duration = _format_duration(session.started_at, session.completed_at)
|
|
lines.append(f"Duration: {duration}")
|
|
lines.append("")
|
|
|
|
# Engineer notes (scratchpad)
|
|
lines.append("--- ENGINEER NOTES ---")
|
|
scratchpad = getattr(session, 'scratchpad', '') or ''
|
|
lines.append(scratchpad.strip() if scratchpad.strip() else "None")
|
|
|
|
return "\n".join(lines)
|