107 lines
3.3 KiB
QBasic
107 lines
3.3 KiB
QBasic
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PARAM description AS STRING LIKE "My computer won't turn on" DESCRIPTION "Description of the IT issue or problem"
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PARAM category AS STRING LIKE "hardware" DESCRIPTION "Optional: Category - hardware, software, network, email, account, other"
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PARAM priority AS STRING LIKE "medium" DESCRIPTION "Optional: Priority level - critical, high, medium, low"
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DESCRIPTION "Creates a new IT support ticket. Gathers information about the issue and creates the ticket record."
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' Validate description
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IF description = "" THEN
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TALK "Please describe the issue you're experiencing."
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description = HEAR
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END IF
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IF description = "" THEN
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TALK "I need a description to create a ticket."
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RETURN
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END IF
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' Get user info
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let useremail = GET "session.user_email"
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let username = GET "session.user_name"
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IF useremail = "" THEN
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TALK "What is your email address?"
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useremail = HEAR
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END IF
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IF username = "" THEN
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TALK "And your name?"
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username = HEAR
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END IF
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' Set defaults
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IF category = "" THEN
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category = "other"
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END IF
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IF priority = "" THEN
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priority = "medium"
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END IF
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' Generate ticket number
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let ticketnumber = "TKT" + FORMAT NOW() AS "YYYYMMDD" + "-" + FORMAT RANDOM(1000, 9999)
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' Determine SLA hours based on priority
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let slahours = 48
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IF priority = "critical" THEN
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slahours = 4
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ELSE IF priority = "high" THEN
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slahours = 24
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ELSE IF priority = "low" THEN
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slahours = 72
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END IF
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' Save ticket
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let status = "new"
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let createdat = FORMAT NOW() AS "YYYY-MM-DD HH:mm:ss"
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let assignedteam = "general-support"
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IF category = "network" THEN
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assignedteam = "network-team"
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ELSE IF category = "hardware" THEN
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assignedteam = "desktop-support"
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ELSE IF category = "email" THEN
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assignedteam = "messaging-team"
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END IF
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SAVE "tickets.csv", ticketnumber, description, category, priority, status, useremail, username, assignedteam, createdat
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' Store in bot memory
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SET BOT MEMORY "last_ticket", ticketnumber
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' Send confirmation email
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let subject = "Ticket Created: " + ticketnumber
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let message = "Hello " + username + ",\n\n"
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message = message + "Your support ticket has been created.\n\n"
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message = message + "Ticket Number: " + ticketnumber + "\n"
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message = message + "Category: " + category + "\n"
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message = message + "Priority: " + priority + "\n"
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message = message + "Expected Response: Within " + slahours + " hours\n\n"
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message = message + "Issue:\n" + description + "\n\n"
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message = message + "Best regards,\nIT Helpdesk"
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SEND MAIL useremail, subject, message
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' Notify support team
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let teamsubject = "[" + priority + "] New Ticket: " + ticketnumber
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let teammessage = "New ticket from " + username + " (" + useremail + ")\n\n"
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teammessage = teammessage + "Category: " + category + "\n"
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teammessage = teammessage + "Priority: " + priority + "\n\n"
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teammessage = teammessage + "Description:\n" + description
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SEND MAIL assignedteam + "@company.com", teamsubject, teammessage
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' Respond to user
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TALK "✅ **Ticket Created Successfully!**"
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TALK ""
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TALK "**Ticket Number:** " + ticketnumber
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TALK "**Category:** " + category
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TALK "**Priority:** " + priority
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TALK "**Assigned Team:** " + assignedteam
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TALK ""
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TALK "**Expected Response:** Within " + slahours + " hours"
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TALK ""
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TALK "📧 A confirmation email has been sent to " + useremail
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TALK ""
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TALK "You can check your ticket status anytime by saying **check ticket " + ticketnumber + "**"
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