File size: 6,137 Bytes
45efbb3 | 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102 103 104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 128 129 130 131 132 133 134 135 136 137 138 139 140 141 142 143 144 145 146 147 148 149 150 151 152 153 154 155 156 157 158 159 160 161 162 163 164 165 166 167 168 169 170 171 172 173 174 175 176 177 178 179 | import json
from datetime import datetime
from typing import Optional
from uuid import UUID
from sqlalchemy import select
from sqlalchemy.ext.asyncio import AsyncSession
import google.generativeai as genai
from Backend.core.events import event_bus, Event
from Backend.core.logging import get_logger
from Backend.core.config import settings
from Backend.database.models import Issue, IssueEvent, Escalation, Department, Member
from Backend.orchestration.base import BaseAgent
logger = get_logger(__name__, agent_name="EscalationAgent")
if settings.gemini_api_key:
genai.configure(api_key=settings.gemini_api_key)
class IssueEscalated(Event):
from_level: int
to_level: int
reason: str
hours_overdue: float
class EscalationAgent(BaseAgent):
def __init__(self, db: AsyncSession):
super().__init__("EscalationAgent")
self.db = db
if settings.gemini_api_key:
self.model = genai.GenerativeModel('gemma-3-27b-it')
else:
self.model = None
async def should_escalate(self, issue: Issue) -> tuple[bool, int, str]:
if not issue.sla_deadline:
return False, 0, "No SLA deadline set"
if not self.model:
return False, 0, "Gemini API not configured"
now = datetime.utcnow()
hours_since_creation = (now - issue.created_at).total_seconds() / 3600
hours_until_deadline = (issue.sla_deadline - now).total_seconds() / 3600
prompt = f"""Analyze civic issue escalation:
Issue State: {issue.state}
Priority: {issue.priority} (1=Critical, 2=High, 3=Medium, 4=Low)
Current Escalation Level: {issue.escalation_level}
Hours Since Creation: {hours_since_creation:.1f}
Hours Until Deadline: {hours_until_deadline:.1f}
Category: {issue.description[:100] if issue.description else 'N/A'}
Determine if escalation is needed. Consider:
- SLA breach (negative deadline hours)
- Priority urgency
- Time criticality
Return ONLY valid JSON:
{{"should_escalate": true/false, "new_level": 0-3, "reason": "max 80 chars"}}"""
try:
response = self.model.generate_content(prompt)
result = json.loads(response.text.replace("```json", "").replace("```", "").strip())
return result.get("should_escalate", False), result.get("new_level", issue.escalation_level), result.get("reason", "Analysis completed")
except Exception as e:
logger.error(f"Gemini escalation analysis failed: {e}")
return False, issue.escalation_level, "Analysis error"
async def get_escalation_targets(self, issue: Issue) -> list[str]:
targets = []
if issue.department_id:
query = select(Department).where(Department.id == issue.department_id)
result = await self.db.execute(query)
dept = result.scalar_one_or_none()
if dept and dept.escalation_email:
targets.append(dept.escalation_email)
if issue.assigned_member_id:
query = select(Member).where(Member.id == issue.assigned_member_id)
result = await self.db.execute(query)
member = result.scalar_one_or_none()
if member:
targets.append(member.email)
return targets
async def process_issue(self, issue_id: UUID) -> dict:
issue = await self.db.get(Issue, issue_id)
if not issue:
return {"error": "Issue not found"}
if issue.state in ["resolved", "verified", "closed"]:
return {"skipped": True, "reason": "Issue already resolved"}
should_esc, new_level, reason = await self.should_escalate(issue)
if not should_esc:
return {"escalated": False, "reason": reason}
old_level = issue.escalation_level
issue.escalation_level = new_level
issue.escalated_at = datetime.utcnow()
issue.state = "escalated"
targets = await self.get_escalation_targets(issue)
escalation = Escalation(
issue_id=issue_id,
from_level=old_level,
to_level=new_level,
reason=reason,
escalated_by="EscalationAgent",
notified_emails=",".join(targets) if targets else None,
)
self.db.add(escalation)
self.log_decision(
issue_id=issue_id,
decision=f"Escalated from level {old_level} to {new_level}",
reasoning=reason
)
event_record = IssueEvent(
issue_id=issue_id,
event_type="escalated",
agent_name=self.name,
event_data=json.dumps({
"from_level": old_level,
"to_level": new_level,
"reason": reason,
"notified": targets,
})
)
self.db.add(event_record)
await self.db.flush()
esc_event = IssueEscalated(
issue_id=issue_id,
from_level=old_level,
to_level=new_level,
reason=reason,
hours_overdue=0,
)
await event_bus.publish(esc_event)
return {
"escalated": True,
"from_level": old_level,
"to_level": new_level,
"reason": reason,
"notified": targets,
}
async def check_all_pending(self) -> list[dict]:
query = (
select(Issue)
.where(Issue.state.in_(["assigned", "in_progress", "escalated"]))
.where(Issue.is_duplicate == False)
.where(Issue.sla_deadline.isnot(None))
)
result = await self.db.execute(query)
issues = result.scalars().all()
results = []
for issue in issues:
result = await self.process_issue(issue.id)
if result.get("escalated"):
results.append(result)
return results
async def handle(self, event) -> None:
await self.process_issue(event.issue_id)
|