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COMMANDS.md
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COMMANDS.md
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# Ticket Telegram Bot Commands
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## Main commands
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`/start`
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Register the Telegram user. New users stay pending until an administrator approves them.
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`/help`
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Show a short command summary in Telegram.
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`/tic <ticket>`
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Search similar solved tickets for an existing ticket. If the user has saved filters and the command does not specify an Area/Product/Competence/Client filter, saved filters are applied automatically.
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Examples:
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```text
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/tic 658726
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/tic 658726 area
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/tic 658726 sottoarea
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/tic 658726 prodotto
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/tic 658726 competenza
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/tic 658726 cliente
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/tic 658726 no_cliente
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/tic 658726 filtri
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/tic 658726 recenti 24
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/tic 658726 codice
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/tic 658726 media
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/tic 658726 alta
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```
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Filter meanings:
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- `area`: only suggestions in the same Area as the query ticket.
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- `sottoarea`: only suggestions in the same Sottoarea as the query ticket.
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- `prodotto`: only suggestions with the same Product.
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- `competenza`: only suggestions with the same Competence.
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- `cliente`: only suggestions from the same Client.
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- `no_cliente`: exclude suggestions from the same Client.
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- `filtri`: apply or reapply the user's saved Product/Competence/Area/Subarea filters.
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- `recenti <mesi>`: only suggestions opened in the last N months.
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- `codice`: require the same detected error/code token.
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- `media`: require at least medium confidence.
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- `alta`: require high confidence.
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Explicit IDs are also supported:
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```text
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/tic 658726 area 12
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/tic 658726 sottoarea 44
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/tic 658726 prodotto 24
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/tic 658726 competenza 8
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/tic 658726 cliente 1234
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```
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`/cerca <testo>`
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Search similar solved tickets from free text, without needing a source ticket. Saved filters are applied automatically unless the command specifies an Area/Product/Competence/Client filter.
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Examples:
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```text
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/cerca errore fiscality password non valida
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/cerca --area 12 errore fiscality password non valida
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/cerca --prodotto 24 --ultimi-mesi 18 errore importazione
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/cerca --filtri --media errore stampa fattura
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```
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Supported `/cerca` flags:
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- `--area <id>`
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- `--sottoarea <id>`
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- `--prodotto <id>`
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- `--competenza <id>`
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- `--cliente <id>`
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- `--filtri`
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- `--codice`
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- `--ultimi-mesi <mesi>`
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- `--media`
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- `--alta`
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## Inline result buttons
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Every AI result includes inline buttons:
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- `Dettaglio`: open the suggested ticket detail. For `/tic` searches, this also records weak positive feedback as `opened`.
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- `Utile`: record useful feedback.
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- `Non utile`: record negative feedback.
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- `Preferito`: save the suggested ticket in your favorites and record positive feedback.
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- `Altri risultati`: fetch the next page of results.
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- `Solo area`, `Solo sottoarea`, `Solo prodotto`, `Solo competenza`, `Stesso cliente`, `Escludi cliente`: rerun the search with a stricter filter.
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- `Recenti 24m`, `Stesso codice`, `Min media`, `Miei filtri`, `Reset`: rerun the search with the selected control.
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Text feedback commands still work:
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```text
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/utile_<query_ticket>_<suggested_ticket>
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/non_utile_<query_ticket>_<suggested_ticket>
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```
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Feedback is used during future AI ranking. `utile`, `preferito`, and opened details count as positive feedback; `non_utile` counts as negative feedback.
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## Ticket detail and favorites
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`/Ticket_dettaglio_<ticket>`
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Download and send the HTML detail for a ticket.
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`/preferito_<ticket>`
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Save a ticket in your favorites and notify the administrator.
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`/preferiti`
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Show your saved favorite tickets. The same list is available from the `💜 Preferiti` keyboard button.
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## Saved filters
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The main keyboard exposes:
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- `🖍 Crea filtro x Competenze`
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- `📦 Crea filtro x Prodotto`
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- `👥 Crea filtro x Area`
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- `👥 Crea filtro x Sott.Area`
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- `📌 I mie filtri`
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- `✖ Cancella filtro`
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- `💜 Preferiti`
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Automatic new-ticket notifications use saved filters with AND between different types and OR inside the same type. For example: one Area + one Competence + two Products means Area AND Competence AND (Product 1 OR Product 2).
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Generated filter commands:
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```text
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/_id_c_<competence_id>
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/_id_p_<product_id>
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/_id_area_<area_id>
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/_id_suba_<subarea_id>
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```
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Generated delete commands:
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```text
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/Competen_id_cf_<filter_id>
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/Prodotto_id_cf_<filter_id>
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/Area_id_cf_<filter_id>
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/Sottoarea_id_cf_<filter_id>
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```
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## Notification controls
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`/notifiche_status`
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Show personal notification settings.
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`/notifiche_on`
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Resume personal notifications.
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`/notifiche_off`
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Pause personal notifications.
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`/silenzio <ora_inizio> <ora_fine>`
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Set quiet hours. Hours are 0-23.
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Example:
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```text
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/silenzio 22 7
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```
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`/silenzio_off`
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Disable quiet hours.
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`/digest <minuti>`
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Send notifications at most once every N minutes.
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Example:
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```text
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/digest 30
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```
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`/digest_off`
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Disable digest throttling.
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`/gravita_alta_on`
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Only notify tickets whose gravity text looks high/urgent/critical/blocking.
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`/gravita_alta_off`
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Notify all gravity levels again.
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## Admin commands
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`/Approval_<telegram_user_id>`
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Approve a pending user. This command is restricted to administrators.
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`/ai_stats`
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Show indexed ticket count, search count, no-result count, average retrieval time, and feedback totals.
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`/ai_no_result`
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Show recent AI searches with zero results.
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`/ai_negative`
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Show recent negative feedback.
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`/ai_top_useful`
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Show tickets with the most positive feedback.
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