chore: import upstream snapshot with attribution
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This commit is contained in:
wehub-resource-sync
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// Copyright (c) Microsoft. All rights reserved.
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using Azure.AI.Projects;
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using Azure.AI.Projects.Agents;
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using Azure.Identity;
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using Microsoft.Extensions.AI;
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using Microsoft.Extensions.Configuration;
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using OpenAI.Responses;
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using Shared.Foundry;
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using Shared.Workflows;
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namespace Demo.Workflows.Declarative.CustomerSupport;
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/// <summary>
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/// This workflow demonstrates using multiple agents to provide automated
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/// troubleshooting steps to resolve common issues with escalation options.
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/// </summary>
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/// <remarks>
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/// See the README.md file in the parent folder (../README.md) for detailed
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/// information about the configuration required to run this sample.
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/// </remarks>
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internal sealed class Program
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{
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public static async Task Main(string[] args)
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{
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// Initialize configuration
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IConfiguration configuration = Application.InitializeConfig();
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Uri foundryEndpoint = new(configuration.GetValue(Application.Settings.FoundryEndpoint));
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// Create the ticketing plugin (mock functionality)
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TicketingPlugin plugin = new();
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// Ensure sample agents exist in Foundry.
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await CreateAgentsAsync(foundryEndpoint, configuration, plugin);
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// Get input from command line or console
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string workflowInput = Application.GetInput(args);
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// Create the workflow factory. This class demonstrates how to initialize a
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// declarative workflow from a YAML file. Once the workflow is created, it
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// can be executed just like any regular workflow.
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WorkflowFactory workflowFactory =
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new("CustomerSupport.yaml", foundryEndpoint)
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{
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Functions =
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[
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AIFunctionFactory.Create(plugin.CreateTicket),
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AIFunctionFactory.Create(plugin.GetTicket),
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AIFunctionFactory.Create(plugin.ResolveTicket),
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AIFunctionFactory.Create(plugin.SendNotification),
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]
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};
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// Execute the workflow: The WorkflowRunner demonstrates how to execute
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// a workflow, handle the workflow events, and providing external input.
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// This also includes the ability to checkpoint workflow state and how to
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// resume execution.
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WorkflowRunner runner = new();
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await runner.ExecuteAsync(workflowFactory.CreateWorkflow, workflowInput);
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}
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private static async Task CreateAgentsAsync(Uri foundryEndpoint, IConfiguration configuration, TicketingPlugin plugin)
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{
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// WARNING: DefaultAzureCredential is convenient for development but requires careful consideration in production.
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// In production, consider using a specific credential (e.g., ManagedIdentityCredential) to avoid
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// latency issues, unintended credential probing, and potential security risks from fallback mechanisms.
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AIProjectClient aiProjectClient = new(foundryEndpoint, new DefaultAzureCredential());
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await aiProjectClient.CreateAgentAsync(
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agentName: "SelfServiceAgent",
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agentDefinition: DefineSelfServiceAgent(configuration),
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agentDescription: "Service agent for CustomerSupport workflow");
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await aiProjectClient.CreateAgentAsync(
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agentName: "TicketingAgent",
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agentDefinition: DefineTicketingAgent(configuration, plugin),
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agentDescription: "Ticketing agent for CustomerSupport workflow");
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await aiProjectClient.CreateAgentAsync(
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agentName: "TicketRoutingAgent",
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agentDefinition: DefineTicketRoutingAgent(configuration, plugin),
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agentDescription: "Routing agent for CustomerSupport workflow");
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await aiProjectClient.CreateAgentAsync(
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agentName: "WindowsSupportAgent",
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agentDefinition: DefineWindowsSupportAgent(configuration, plugin),
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agentDescription: "Windows support agent for CustomerSupport workflow");
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await aiProjectClient.CreateAgentAsync(
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agentName: "TicketResolutionAgent",
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agentDefinition: DefineResolutionAgent(configuration, plugin),
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agentDescription: "Resolution agent for CustomerSupport workflow");
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await aiProjectClient.CreateAgentAsync(
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agentName: "TicketEscalationAgent",
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agentDefinition: TicketEscalationAgent(configuration, plugin),
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agentDescription: "Escalate agent for human support");
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}
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private static DeclarativeAgentDefinition DefineSelfServiceAgent(IConfiguration configuration) =>
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new(configuration.GetValue(Application.Settings.FoundryModel))
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{
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Instructions =
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"""
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Use your knowledge to work with the user to provide the best possible troubleshooting steps.
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- If the user confirms that the issue is resolved, then the issue is resolved.
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- If the user reports that the issue persists, then escalate.
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""",
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TextOptions =
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new ResponseTextOptions
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{
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TextFormat =
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ResponseTextFormat.CreateJsonSchemaFormat(
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"TaskEvaluation",
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BinaryData.FromString(
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"""
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{
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"type": "object",
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"properties": {
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"IsResolved": {
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"type": "boolean",
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"description": "True if the user issue/ask has been resolved."
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},
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"NeedsTicket": {
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"type": "boolean",
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"description": "True if the user issue/ask requires that a ticket be filed."
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},
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"IssueDescription": {
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"type": "string",
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"description": "A concise description of the issue."
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},
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"AttemptedResolutionSteps": {
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"type": "string",
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"description": "An outline of the steps taken to attempt resolution."
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}
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},
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"required": ["IsResolved", "NeedsTicket", "IssueDescription", "AttemptedResolutionSteps"],
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"additionalProperties": false
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}
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"""),
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jsonSchemaFormatDescription: null,
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jsonSchemaIsStrict: true),
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}
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};
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private static DeclarativeAgentDefinition DefineTicketingAgent(IConfiguration configuration, TicketingPlugin plugin) =>
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new(configuration.GetValue(Application.Settings.FoundryModel))
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{
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Instructions =
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"""
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Always create a ticket in Azure DevOps using the available tools.
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Include the following information in the TicketSummary.
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- Issue description: {{IssueDescription}}
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- Attempted resolution steps: {{AttemptedResolutionSteps}}
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After creating the ticket, provide the user with the ticket ID.
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""",
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Tools =
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{
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AIFunctionFactory.Create(plugin.CreateTicket).AsOpenAIResponseTool()
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},
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StructuredInputs =
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{
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["IssueDescription"] =
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new StructuredInputDefinition
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{
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IsRequired = false,
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DefaultValue = BinaryData.FromString(@"""unknown"""),
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Description = "A concise description of the issue.",
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},
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["AttemptedResolutionSteps"] =
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new StructuredInputDefinition
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{
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IsRequired = false,
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DefaultValue = BinaryData.FromString(@"""unknown"""),
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Description = "An outline of the steps taken to attempt resolution.",
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}
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},
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TextOptions =
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new ResponseTextOptions
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{
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TextFormat =
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ResponseTextFormat.CreateJsonSchemaFormat(
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"TaskEvaluation",
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BinaryData.FromString(
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"""
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{
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"type": "object",
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"properties": {
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"TicketId": {
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"type": "string",
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"description": "The identifier of the ticket created in response to the user issue."
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},
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"TicketSummary": {
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"type": "string",
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"description": "The summary of the ticket created in response to the user issue."
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}
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},
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"required": ["TicketId", "TicketSummary"],
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"additionalProperties": false
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}
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"""),
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jsonSchemaFormatDescription: null,
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jsonSchemaIsStrict: true),
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}
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};
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private static DeclarativeAgentDefinition DefineTicketRoutingAgent(IConfiguration configuration, TicketingPlugin plugin) =>
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new(configuration.GetValue(Application.Settings.FoundryModel))
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{
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Instructions =
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"""
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Determine how to route the given issue to the appropriate support team.
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Choose from the available teams and their functions:
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- Windows Activation Support: Windows license activation issues
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- Windows Support: Windows related issues
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- Azure Support: Azure related issues
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- Network Support: Network related issues
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- Hardware Support: Hardware related issues
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- Microsoft Office Support: Microsoft Office related issues
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- General Support: General issues not related to the above categories
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""",
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Tools =
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{
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AIFunctionFactory.Create(plugin.GetTicket).AsOpenAIResponseTool(),
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},
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TextOptions =
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new ResponseTextOptions
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{
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TextFormat =
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ResponseTextFormat.CreateJsonSchemaFormat(
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"TaskEvaluation",
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BinaryData.FromString(
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"""
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{
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"type": "object",
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"properties": {
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"TeamName": {
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"type": "string",
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"description": "The name of the team to route the issue"
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}
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},
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"required": ["TeamName"],
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"additionalProperties": false
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}
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"""),
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jsonSchemaFormatDescription: null,
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jsonSchemaIsStrict: true),
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}
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};
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private static DeclarativeAgentDefinition DefineWindowsSupportAgent(IConfiguration configuration, TicketingPlugin plugin) =>
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new(configuration.GetValue(Application.Settings.FoundryModel))
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{
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Instructions =
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"""
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Use your knowledge to work with the user to provide the best possible troubleshooting steps
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for issues related to Windows operating system.
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- Utilize the "Attempted Resolutions Steps" as a starting point for your troubleshooting.
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- Never escalate without troubleshooting with the user.
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- If the user confirms that the issue is resolved, then the issue is resolved.
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- If the user reports that the issue persists, then escalate.
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Issue: {{IssueDescription}}
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Attempted Resolution Steps: {{AttemptedResolutionSteps}}
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""",
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StructuredInputs =
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{
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["IssueDescription"] =
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new StructuredInputDefinition
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{
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IsRequired = false,
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DefaultValue = BinaryData.FromString(@"""unknown"""),
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Description = "A concise description of the issue.",
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},
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["AttemptedResolutionSteps"] =
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new StructuredInputDefinition
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{
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IsRequired = false,
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DefaultValue = BinaryData.FromString(@"""unknown"""),
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Description = "An outline of the steps taken to attempt resolution.",
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}
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},
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Tools =
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{
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AIFunctionFactory.Create(plugin.GetTicket).AsOpenAIResponseTool(),
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},
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TextOptions =
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new ResponseTextOptions
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{
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TextFormat =
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ResponseTextFormat.CreateJsonSchemaFormat(
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"TaskEvaluation",
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BinaryData.FromString(
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"""
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{
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"type": "object",
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"properties": {
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"IsResolved": {
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"type": "boolean",
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"description": "True if the user issue/ask has been resolved."
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},
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"NeedsEscalation": {
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"type": "boolean",
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"description": "True resolution could not be achieved and the issue/ask requires escalation."
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},
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"ResolutionSummary": {
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"type": "string",
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"description": "The summary of the steps that led to resolution."
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}
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},
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"required": ["IsResolved", "NeedsEscalation", "ResolutionSummary"],
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"additionalProperties": false
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}
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"""),
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jsonSchemaFormatDescription: null,
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jsonSchemaIsStrict: true),
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}
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};
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private static DeclarativeAgentDefinition DefineResolutionAgent(IConfiguration configuration, TicketingPlugin plugin) =>
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new(configuration.GetValue(Application.Settings.FoundryModel))
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{
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Instructions =
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"""
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Resolve the following ticket in Azure DevOps.
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Always include the resolution details.
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- Ticket ID: #{{TicketId}}
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- Resolution Summary: {{ResolutionSummary}}
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""",
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Tools =
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{
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AIFunctionFactory.Create(plugin.ResolveTicket).AsOpenAIResponseTool(),
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},
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StructuredInputs =
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{
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["TicketId"] =
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new StructuredInputDefinition
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{
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IsRequired = false,
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DefaultValue = BinaryData.FromString(@"""unknown"""),
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Description = "The identifier of the ticket being resolved.",
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},
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["ResolutionSummary"] =
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new StructuredInputDefinition
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{
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IsRequired = false,
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DefaultValue = BinaryData.FromString(@"""unknown"""),
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Description = "The steps taken to resolve the issue.",
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}
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}
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};
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private static DeclarativeAgentDefinition TicketEscalationAgent(IConfiguration configuration, TicketingPlugin plugin) =>
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new(configuration.GetValue(Application.Settings.FoundryModel))
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{
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Instructions =
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"""
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You escalate the provided issue to human support team by sending an email if the issue is not resolved.
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Here are some additional details that might help:
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- TicketId : {{TicketId}}
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- IssueDescription : {{IssueDescription}}
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- AttemptedResolutionSteps : {{AttemptedResolutionSteps}}
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Before escalating, gather the user's email address for follow-up.
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If not known, ask the user for their email address so that the support team can reach them when needed.
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When sending the email, include the following details:
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- To: support@contoso.com
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- Cc: user's email address
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- Subject of the email: "Support Ticket - {TicketId} - [Compact Issue Description]"
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- Body:
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- Issue description
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- Attempted resolution steps
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- User's email address
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- Any other relevant information from the conversation history
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Assure the user that their issue will be resolved and provide them with a ticket ID for reference.
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""",
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Tools =
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{
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AIFunctionFactory.Create(plugin.GetTicket).AsOpenAIResponseTool(),
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AIFunctionFactory.Create(plugin.SendNotification).AsOpenAIResponseTool(),
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},
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StructuredInputs =
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{
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["TicketId"] =
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new StructuredInputDefinition
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{
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IsRequired = false,
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DefaultValue = BinaryData.FromString(@"""unknown"""),
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Description = "The identifier of the ticket being escalated.",
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},
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["IssueDescription"] =
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new StructuredInputDefinition
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{
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IsRequired = false,
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DefaultValue = BinaryData.FromString(@"""unknown"""),
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Description = "A concise description of the issue.",
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},
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["ResolutionSummary"] =
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new StructuredInputDefinition
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{
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IsRequired = false,
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DefaultValue = BinaryData.FromString(@"""unknown"""),
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Description = "An outline of the steps taken to attempt resolution.",
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}
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},
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TextOptions =
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new ResponseTextOptions
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{
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TextFormat =
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ResponseTextFormat.CreateJsonSchemaFormat(
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"TaskEvaluation",
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BinaryData.FromString(
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"""
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{
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"type": "object",
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"properties": {
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"IsComplete": {
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"type": "boolean",
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"description": "Has the email been sent and no more user input is required."
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},
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"UserMessage": {
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"type": "string",
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"description": "A natural language message to the user."
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}
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},
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"required": ["IsComplete", "UserMessage"],
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"additionalProperties": false
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}
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"""),
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jsonSchemaFormatDescription: null,
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jsonSchemaIsStrict: true),
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}
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};
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}
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Reference in New Issue
Block a user