Triage Component

The Triage component is the core business logic of the Zammad-AI service. It is responsible for analyzing incoming Zammad tickets using Generative AI (GenAI) and determining the appropriate actions to take based on a set of configurable rules.

Overview

The triage process follows these main steps:

1. Data Retrieval: Fetches the full ticket data from Zammad.
2. Analysis: Uses GenAI to categorize the ticket and extract relevant information (e.g., days since last request, processing IDs).
3. Rule Evaluation: Evaluates the analysis results against a set of ActionRules to decide on an Action.
4. Execution: Executes the determined action (e.g., posting a response or a draft to Zammad).

Key Classes

Triage

Located in zammad-ai/app/triage/triage.py. This class orchestrates the entire triage workflow. It is initialized with ZammadAISettings, which defines categories, actions, and rules.

GenAIHandler

Located in zammad-ai/app/triage/genai_handler.py. This class handles all interactions with the language model using LangChain. It dynamically builds and caches chains based on prompt templates and optionally attaches Pydantic models for structured output.

Configuration

The triage behavior is highly configurable via app.core.settings.triage.TriageSettings.

Categories and Actions

• Categories: Logical groupings for tickets (e.g., "Support", "Billing").
• Actions: Tasks to perform (e.g., "Post Reply", "Internal Note").

Action Rules

Rules consist of multiple Conditions that must be met to trigger an Action. Conditions can check:

• CategorizationResult: Matches a specific category.
• DaysSinceRequestResponse: Checks the time elapsed since the last customer request.
• ProcessingIdResponse: Matches internal tracking IDs.

Prompt Management

The component supports three sources for prompt templates:

• Langfuse: Fetches prompts dynamically from the Langfuse service.
• File: Reads prompts from local Markdown files.
• String: Uses prompts provided directly in the configuration.