Name
global.AutoResolutionConstants
Description
No description available
Script
var AutoResolutionConstants = Class.create();
// Table Names
AutoResolutionConstants.CONFIG_TABLE_NAME = 'sys_cs_auto_resolution_configuration';
AutoResolutionConstants.SIMULATION_CONFIG_TABLE_NAME = 'sys_cs_auto_resolution_simulation_configuration';
AutoResolutionConstants.CONFIG_LANGUAGE_TABLE_NAME = 'sys_cs_auto_resolution_configuration_language';
AutoResolutionConstants.CONTEXT_TABLE_NAME = 'sys_cs_auto_resolution_context';
AutoResolutionConstants.SIMULATION_RUN_TABLE_NAME = 'sys_cs_auto_resolution_simulation_run';
AutoResolutionConstants.SIMULATION_RUN_BLOCK_TABLE_NAME = 'sys_cs_auto_resolution_simulation_run_block';
AutoResolutionConstants.SIMULATION_CONTEXT_TABLE_NAME = 'sys_cs_auto_resolution_sim_context';
AutoResolutionConstants.INTENT_TOPIC_MAP_TABLE_NAME = "sys_cs_auto_resolution_intent_topic_map";
AutoResolutionConstants.REMINDER_TABLE_NAME = "sys_cs_auto_resolution_reminder";
AutoResolutionConstants.PREDICTION_TABLE_NAME = "sys_cs_auto_resolution_prediction";
AutoResolutionConstants.PREDICTION_OUTPUT_TABLE_NAME = "sys_cs_auto_resolution_prediction_output";
AutoResolutionConstants.AI_SEARCH_RESULT_TABLE_NAME = "sys_cs_auto_resolution_ai_search_result";
AutoResolutionConstants.AI_SEARCH_RESULT_LINE_ITEM_TABLE_NAME = "sys_cs_auto_resolution_ai_search_result_line_item";
AutoResolutionConstants.DEFAULT_PREDICTION_RESULTS_TABLE_NAME = AutoResolutionConstants.PREDICTION_RESULTS_TABLE_NAME;
AutoResolutionConstants.KNOWLEDGE_TABLE_NAME = "kb_knowledge";
AutoResolutionConstants.KB_ARTICLE_TABLE_NAME = "kb_article";
AutoResolutionConstants.IAR_KB_ARTICLE_TABLE_NAME = "iar_kb_article_view";
AutoResolutionConstants.CATALOG_TABLE_NAME = "sc_cat_item";
AutoResolutionConstants.IAR_CATALOG_TABLE_NAME = "iar_sc_cat_item";
AutoResolutionConstants.TASK_SLA_TABLE_NAME = "task_sla";
AutoResolutionConstants.IAR_SLA_FLOW = "5ea5d7d453c50110af71ddeeff7b12da";
AutoResolutionConstants.RESPONSE_CHANNEL_TABLE_NAME = "sys_cs_auto_resolution_response_channel";
AutoResolutionConstants.CONFIGURATION_FIELD_NAME = "configuration";
AutoResolutionConstants.CONFIGURATION_ASSIGN_TO_FIELD_NAME = "assign_to";
AutoResolutionConstants.CONFIGURATION_TABLENAME_FIELD_NAME = "target_table_name";
AutoResolutionConstants.CONFIGURATION_TRIGGER_CONDITION_FIELD_NAME = "condition";
AutoResolutionConstants.SYSID_FIELD_NAME = "sys_id";
AutoResolutionConstants.ACTIVE_FIELD_NAME = "active";
AutoResolutionConstants.IAR_INVOCATION_FIELD_NAME = "iar_invocation";
AutoResolutionConstants.IAR_PREDICTION_FIELDS_COLUMN_NAME = "prediction_fields";
AutoResolutionConstants.IAR_PREDICTION_TABLE_FIELD_NAME = "prediction_table";
AutoResolutionConstants.IAR_LINE_ITEM_FEEDBACK_TYPE_FIELD_NAME = "feedback_type";
AutoResolutionConstants.INCIDENT_TABLE_NAME = 'incident';
AutoResolutionConstants.AR_EVENT_NAME = "task.assigned_to.virtual_agent";
AutoResolutionConstants.UPGRADE_UNASSIGN_VA_MSG = gs.getMessage('Any tasks received during upgrade are not processed and are unassigned from Virtual Agent.');
// Simulation related flows, subflows and actions
AutoResolutionConstants.SIMULATION_BLOCK_RUNNER_ACTION = 'global.start_autoresolution_prediction_for_block';
// Properties related to simulation
AutoResolutionConstants.SIM_MAX_ALLOWED_RECORDS_PROPERTY = 'com.glide.cs.auto_resolution.simulation.max_allowed_records';
AutoResolutionConstants.SIM_ML_PREDICTION_BATCH_SIZE_PROPERTY = 'com.glide.cs.auto_resolution.simulation.ml_prediction_batch_size';
AutoResolutionConstants.SIM_CONTNUE_ON_BATCH_ERROR_PROPERTY = 'com.glide.cs.auto_resolution.simulation.continue_on_batch_error';
AutoResolutionConstants.SIM_MAX_PARALLEL_BLOCKS_TO_RUN_PROPERTY = 'com.glide.cs.auto_resolution.simulation.max_parallel_blocks_to_run';
AutoResolutionConstants.SIM_MAX_RECORDS_PER_BLOCK_PROPERTY = 'com.glide.cs.auto_resolution.simulation.max_records_per_block';
AutoResolutionConstants.SIM_BLOCK_TIMEOUT_IN_MINS_PROPERTY = 'com.glide.cs.auto_resolution.simulation.block_timeout_in_mins';
AutoResolutionConstants.AUTO_RESOLUTION_ENABLE_MULTI_LANGUAGE_SUPPORT_PROPERTY = 'com.glide.cs.auto_resolution.enable_multi_language_support';
AutoResolutionConstants.GLOBAL_AUTO_RESOLUTION_PROPERTY = 'com.glide.cs.enable_auto_resolution';
AutoResolutionConstants.SIM_MAX_ALLOWED_RECORDS_DEFAULT = 50000;
AutoResolutionConstants.SIM_ML_PREDICTION_BATCH_SIZE_DEFAULT = 100;
AutoResolutionConstants.SIM_CONTNUE_ON_BATCH_ERROR_PROPERTY_DEFAULT = true;
AutoResolutionConstants.SIM_MAX_PARALLEL_BLOCKS_TO_RUN_DEFAULT = 1;
AutoResolutionConstants.SIM_MAX_RECORDS_PER_BLOCK_DEFAULT = 1000;
AutoResolutionConstants.SIM_BLOCK_TIMEOUT_IN_MINS_DEFAULT = 15;
AutoResolutionConstants.UNSUPPORTED_MATCHED_INTENT_SEPARATOR = '_';
AutoResolutionConstants.UNSUPPORTED_INTENT_STRING = 'AgentZeroUnsupported';
AutoResolutionConstants.INTENT_TOPIC_STATE = {
FOUND_MATCHED_TOPIC: 'intent_with_topic',
NO_MATCHED_TOPIC: 'intent_without_topic',
NO_INTENT: 'no_intent',
};
//Intent topic state reasons
AutoResolutionConstants.NO_INTENT_REASON = {
API_ERROR: 'API error',
INACTIVE_LANGUAGE: 'Language model inactive',
NO_INTENT_FROM_API: 'No matching intent for the task',
NO_INTENT_TOPIC_MAPPING: 'Intent to topic mapping record not found',
INTENT_PREDICTION_NOT_ENABLED: 'Intent prediction service is not enabled for this task',
};
AutoResolutionConstants.NO_MATCHED_TOPIC_REASON = {
TOPIC_NOT_FOUND: 'No topic match or Language-specific topic not found',
UNSUPPORTED_INTENT: 'Unsupported intent',
INACTIVE_TOPIC: 'Topic inactive',
AR_DISABLED_TOPIC: 'Topic not enabled for Auto-Resolution',
INTENT_TOPIC_MAP_INACTIVE: 'Intent topic map record is inactive',
TOPIC_INACCESSIBLE: 'Topic not accessible by notification user',
};
AutoResolutionConstants.TASK_PROCESSING_STATE = {
EVENT_DISPATCHED: 'event_dispatched',
VALIDATION: 'validation',
PRE_PROCESSING: 'pre-processing',
LANGUAGEX: 'languagex',
POST_PROCESSING: 'post-processing',
EXIT_CONDITION: 'exit_condition',
INTENT_PROCESSING: 'intent_processing',
AI_SEARCH: 'ai_search',
NOTIFICATION: 'notification',
PROCESSED: 'processed'
};
AutoResolutionConstants.SLA_STATE = {
WAITING_REMINDER: 'wait_reminder',
WAITING_TIMEOUT: 'wait_timeout',
CANCELED: 'canceled',
COMPLETED: 'completed'
};
AutoResolutionConstants.CONTEXT_SLA_STATE_FIELD_NAME = "sla_state";
AutoResolutionConstants.CONTEXT_TASK_SLA_FIELD_NAME = "task_sla";
// Need to pass this use case Id as part of AZ Training and prediction calls for incident table
AutoResolutionConstants.INCIDENT_USE_CASE_ID = 'MLUC-ITSM-00016';
AutoResolutionConstants.HR_USE_CASE_ID = "MLUC-IARHR-00001";
AutoResolutionConstants.GLOBAL_FLAG_DISABLED_MSG = gs.getMessage("ERR001: Auto-resolution global flag is disabled");
AutoResolutionConstants.INVALID_SYSID_TABLENAME_MSG = gs.getMessage("ERR002: Invalid inputs, expecting task table name and sysId or task glide record");
AutoResolutionConstants.NOT_A_TASKGR_MSG = gs.getMessage("ERR003: This API supports only task table");
AutoResolutionConstants.IAR_CONFIG_NOT_FOUND_MSG = gs.getMessage("ERR004: Auto-resolution config for task table={0} is not found");
AutoResolutionConstants.IAR_CONFIG_INACTIVE_MSG = gs.getMessage("ERR005: Auto-resolution config for task table={0} is not active");
AutoResolutionConstants.IAR_TRIGGER_CONDITION_MISMATCH_MSG = gs.getMessage("ERR006: Task created does not match the entry conditions on Auto-resolution configuration");
AutoResolutionConstants.IAR_TASK_ASSIGNED_TO_BOT_MSG = "Task is assigned to bot user and will be processed through Issue Auto-Resolution";
AutoResolutionConstants.PRE_PROCESSING_EXT_POINT_API_NAME = "global.AutoResolutionPreProcessingExtPoint";
AutoResolutionConstants.POST_PROCESSING_EXT_POINT_API_NAME = "global.AutoResolutionPostProcessingExtPoint";
AutoResolutionConstants.PRE_PROCESSING_EXT_POINT_FIELD_NAME = "pre_processing_extension";
AutoResolutionConstants.POST_PROCESSING_EXT_POINT_FIELD_NAME = "post_processing_extension";
AutoResolutionConstants.USE_FIELDS_FROM_TASK_JSON_STRING = "use_task_fields_from_response";
AutoResolutionConstants.FIELDS_JSON_STRING = "fields";
AutoResolutionConstants.STATUS_JSON_STRING = "status";
AutoResolutionConstants.REASON_JSON_STRING = "reason";
AutoResolutionConstants.IAR_INVOCATION_BUSINESS_RULE = "business_rule";
// constants for success or failure
AutoResolutionConstants.STATUS_SUCCESS = 'success';
AutoResolutionConstants.STATUS_FAILURE = 'failure';
AutoResolutionConstants.STATUS_ERROR = 'error';
// AI search related
AutoResolutionConstants.AIS_STATUS_SUCCESS = AutoResolutionConstants.STATUS_SUCCESS;
AutoResolutionConstants.AIS_STATUS_FAILURE = AutoResolutionConstants.STATUS_FAILURE;
//Channel preference related properties
AutoResolutionConstants.RESPONSE_CHANNEL_FIELD_NAME = "response_channel";
AutoResolutionConstants.RESPONSE_CHANNEL_LIST = "com.glide.cs.auto_resolution.response_channel_list";
AutoResolutionConstants.RESPONSE_CHANNEL_STATUS_SUCCESS = "connection_successful";
AutoResolutionConstants.RESPONSE_CHANNEL_STATUS_FAILURE = "connection_failed";
AutoResolutionConstants.EMAIL_SENDING_ENABLED = "glide.email.smtp.active";
//LangX services
AutoResolutionConstants.LANGUAGE_DETECTION_SERVICE_NAME = "languageDetection";
AutoResolutionConstants.CRITICALITY_PREDICTION_SERVICE_NAME = "criticalityDetection";
AutoResolutionConstants.SEARCH_QUERY_GENERATION_SERVICE_NAME = "searchQueryGeneration";
AutoResolutionConstants.AGENT_ZERO_SERVICE_NAME = "AgentZero";
//Service portal related
AutoResolutionConstants.REFERRER_PREFIX = "IAR_";
AutoResolutionConstants.REFERRER_PARAM = "referrer";
AutoResolutionConstants.RECOMMENDATION_ID_PARAM = "recommendation_id";
//Normalized criticality values
AutoResolutionConstants.CRITICALITY_NON_CRITICAL = 'noncritical';
AutoResolutionConstants.CRITICALITY_CRITICAL = 'critical';
AutoResolutionConstants.CRITICALITY_INCONCLUSIVE = 'inconclusive';
// ML Capabilities
AutoResolutionConstants.AGENT_ZERO_CAPABILITY = "Agent Zero";
AutoResolutionConstants.LANGUAGEX_CAPABILITY = "LanguageX";
AutoResolutionConstants.AGENT_ZERO_WORKFLOW_CAPABILITY = "Workflow";
AutoResolutionConstants.COMPOSITE_CAPABILITY = "Composite";
AutoResolutionConstants.AZ_ENCODED_QUERY = "capabilityINagent_zero,workflow";
AutoResolutionConstants.LX_ENCODED_QUERY = "capability=languageX";
AutoResolutionConstants.COMPOSITE_ENCODED_QUERY = "capability=composite";
AutoResolutionConstants.ML_CAPBILITIES = {
AGENT_ZERO: 'agent_zero',
LANGUAGEX: 'languageX',
AGENT_ZERO_WORKFLOW: 'workflow',
COMPOSITE: 'composite'};
// Feedback values
AutoResolutionConstants.FEEDBACK_HELPFUL = 'helpful';
AutoResolutionConstants.FEEDBACK_NOT_HELPFUL = 'not_helpful';
// Feedback status
AutoResolutionConstants.FEEDBACK_STATUS_SUBMITTED = 'submitted';
AutoResolutionConstants.FEEDBACK_STATUS_PROCESSED = 'processed';
// Notification related constants
AutoResolutionConstants.TWILIO_SMS_PROVIDER = 'TwilioDirect';
AutoResolutionConstants.EMAIL_TEMPLATE_TABLE = "sysevent_email_action";
AutoResolutionConstants.SMS_TEMPLATE_TABLE = "notify_sms_template";
// Chat related constants
AutoResolutionConstants.CHAT_TYPE = 'chat';
AutoResolutionConstants.LIVE_AGENT_CHAT_SETUP_SYSID = 'f0acbc4c5f091300e6333654de7313c8';
// Prediction result fields
AutoResolutionConstants.PREDICTION_RESULT_FIELD_NAMES
= ['predicted_language','predicted_criticality','predicted_search_query'];
// the max limit for AI search terms
AutoResolutionConstants.AI_SEARCH_TERMS_MAX_LIMIT = "com.glide.cs.auto_resolution.ai_search_terms_max_limit";
// Notification template field names
AutoResolutionConstants.CONFIG_EMAIL_TEMPLATE_FIELD_NAMES = ["initial_recommendation_email", "catalog_submitted_email"];
AutoResolutionConstants.CONFIG_SMS_TEMPLATE_FIELD_NAMES = ["initial_recommendation_sms", "catalog_sms"];
// BR that does active check on language configuration record
AutoResolutionConstants.LANGUAGE_CONFIG_ACTIVE_CHECK_BR = 'd769d11f77561110f14a24f1cd5a99ec';
// Task Types
AutoResolutionConstants.ITSM_TASK_TYPE = 'ITSM';
AutoResolutionConstants.HR_TASK_TYPE = 'HR';
Sys ID
86eb50c5ff422010635f056d793bf1a7