How ptlkevin83/ai-service-desk works
This is an internal IT service desk application: a requester submits a ticket, the backend triages and routes it, applies escalation and SLA policy, then persists it for analyst management and reporting. Analysts can review tickets, change status or override recommendations, with audit history retained; dashboards and Power BI expose operational metrics. The graph reflects the sampled ticket-service and API code plus README-documented capabilities. Triage implementation details and analytics wiring were not sampled, so those links rely on the documented architecture.
Main entry points: ai_triage.py AI Triage · ticket_service.py Ticket Service · main.py FastAPI App · tickets.py Ticket API
Components 22
Application API
- FastAPI App
app/main.py - Ticket API
app/api/tickets.py - Knowledge API
app/api/knowledge.py - Analytics API
app/api/analytics.py
Ticket Operations
- Ticket Service
app/services/ticket_service.py - Ticket Schemas
app/schemas/ticket.py - SQLAlchemy Database
app/database/database.py - Ticket Records
app/models/ticket.py - Audit Records
app/models/audit.py
Triage Policy
- AI Triage
app/services/ai_triage.py - Team Routing
app/services/routing_service.py - Escalation Rules
app/services/escalation_service.py - SLA Management
app/services/sla_service.py - Knowledge Service
app/services/knowledge_service.py - Articles & Rules
app/knowledge_base
Web Experience
- Service Desk UI
frontend - Browser API Client
frontend/js/app.js
Reporting
- Analytics Dashboard
frontend/js/dashboard.js
Other components
- Requester
- Service Desk Analyst
- OpenAI API
- Power BI
Connections 25
- Requester → Service Desk UI: submits request
- Service Desk Analyst → Service Desk UI: manages tickets
- Service Desk UI → FastAPI App: requests pages
- Service Desk UI → Browser API Client: uses API client
- Browser API Client → Ticket API: sends JSON
- FastAPI App → Ticket API: dispatches routes
- FastAPI App → Knowledge API: dispatches routes
- FastAPI App → Analytics API: dispatches routes
- Ticket API → Ticket Schemas: validates payloads
- Ticket API → Ticket Service: invokes operations
- Ticket Service → AI Triage: requests triage
- AI Triage → OpenAI API: requests analysis
- AI Triage → Team Routing: selects team
- AI Triage → Escalation Rules: checks escalation
- AI Triage → Knowledge Service: retrieves guidance
- Ticket Service → SLA Management: calculates status
- Escalation Rules → Knowledge Service: loads rules
- Knowledge API → Knowledge Service: requests knowledge
- Knowledge Service → Articles & Rules: loads articles
- Ticket Service → SQLAlchemy Database: reads and writes
- SQLAlchemy Database → Ticket Records: persists tickets
- SQLAlchemy Database → Audit Records: persists history
- Analytics API → Ticket Service: requests metrics
- Analytics Dashboard → Browser API Client: fetches metrics
- Power BI → Analytics API: pulls export