Skip to content

Commit

Permalink
Updating AI integration
Browse files Browse the repository at this point in the history 
Updating PowerShell to pull ACS and AML based settings from the management pack
  • Loading branch information
@AdhocAdam
AdhocAdam committed Jun 11, 2019
1 parent 2f9ce3a commit 8b72eb8
Showing 1 changed file with 61 additions and 57 deletions.
118 changes: 61 additions & 57 deletions smletsExchangeConnector.ps1
View file
Original file line number Diff line number Diff line change
Expand Up @@ -225,8 +225,8 @@ $UseMailboxRedirection = $smexcoSettingsMP.UseMailboxRedirection
if ($smexcoSettingsMPMailboxes) {$Mailboxes += $smexcoSettingsMPMailboxes | foreach-object {@{$_.MailboxAddress = @{"DefaultWiType"="$($_.MailboxTemplateWorkItemType)";"IRTemplate"="$($_.MailboxIRTemplateGUID)";"SRTemplate"="$($_.MailboxSRTemplateGUID)";"PRTemplate"="$($_.MailboxPRTemplateGUID)";"CRTemplate"="$($_.MailboxCRTemplateGUID)"};}}}
$CreateNewWorkItemWhenClosed = $smexcoSettingsMP.CreateNewWorkItemIfWorkItemClosed
$takeRequiresGroupMembership = $smexcoSettingsMP.TakeRequiresSupportGroupMembership
$crSupportGroupEnumGUID = "$($smexcoSettingsMP.CRSupportGroupGUID.Id)"
$maSupportGroupEnumGUID = "$($smexcoSettingsMP.MASupportGroupGUID.Id)"
$crSupportGroupEnumGUID = "$($smexcoSettingsMP.CRSupportGroupGUID.Guid)"
$maSupportGroupEnumGUID = "$($smexcoSettingsMP.MASupportGroupGUID.Guid)"
$redactPiiFromMessage = $smexcoSettingsMP.RemovePII
$changeIncidentStatusOnReply = $smexcoSettingsMP.ChangeIncidentStatusOnReply
$changeIncidentStatusOnReplyAffectedUser = "$($smexcoSettingsMP.IncidentStatusOnAffectedUserReply.Name + "$")"
Expand Down Expand Up @@ -333,7 +333,7 @@ cost to your organization before enabling this feature.#>
#enableAzureCognitiveServicesPriorityScoring = If enabled, the Sentiment Score will be used
#to set the Impact & Urgency and/or Urgency $ Priority on Incidents or Service Requests. Bounds can be edited within
#the Get-ACSWorkItemPriority function. This feature can also be used even when using AI Option #3 described below.
#acsSentimentScoreClassExtensionName = You can choose to write the returned Sentiment Score into the New Work Item.
#acsSentimentScore*RClassExtensionName = You can choose to write the returned Sentiment Score into the New Work Item.
#This requires you to have extended the Incident AND Service Request classes with a custom Decimal value and then
#enter the name of that property here.
#azureRegion = where Cognitive Services is deployed as seen in it's respective settings pane,
Expand All @@ -345,7 +345,8 @@ $minPercentToCreateServiceRequest = "$($smexcoSettingsMP.MinACSSentimentToCreate
$enableAzureCognitiveServicesForKA = $smexcoSettingsMP.EnableACSForCiresonKASuggestion
$enableAzureCognitiveServicesForRO = $smexcoSettingsMP.EnableACSForCiresonROSuggestion
$enableAzureCognitiveServicesPriorityScoring = $smexcoSettingsMP.EnableACSPriorityScoring
$acsSentimentScoreClassExtensionName = ""
$acsSentimentScoreIRClassExtensionName = "$($smexcoSettingsMP.ACSSentimentScoreIncidentClassExtensionGUID.Guid)"
$acsSentimentScoreSRClassExtensionName = "$($smexcoSettingsMP.ACSSentimentScoreServiceRequestClassExtensionGUID.Guid)"
$azureRegion = "$($smexcoSettingsMP.ACSTextAnalyticsRegion)"
$azureCogSvcTextAnalyticsAPIKey = "$($smexcoSettingsMP.ACSTextAnalyticsAPIKey)"

Expand Down Expand Up @@ -394,9 +395,12 @@ $amlURL = "$($smexcoSettingsMP.AMLurl)"
$amlWorkItemTypeMinPercentConfidence = "$($smexcoSettingsMP.AMLMinConfidenceWorkItemType)"
$amlWorkItemClassificationMinPercentConfidence = "$($smexcoSettingsMP.AMLMinConfidenceWorkItemClassification)"
$amlWorkItemSupportGroupMinPercentConfidence = "$($smexcoSettingsMP.AMLMinConfidenceWorkItemSupportGroup)"
$amlWITypeScoreClassExtensionName = ""
$amlWIClassificationScoreClassExtensionName = ""
$amlWISupportGroupClassExtensionName = ""
$amlWITypeScoreIRClassExtensionName = "$($smexcoSettingsMP.AMLIncidentConfidenceClassExtensionGUID.Guid)"
$amlWITypeScoreSRClassExtensionName = "$($smexcoSettingsMP.AMLServiceRequestConfidenceClassExtensionGUID.Guid)"
$amlWIClassificationIRScoreClassExtensionName = "$($smexcoSettingsMP.AMLIncidentClassificationConfidenceClassExtensionGUID.Guid)"
$amlWIClassificationSRScoreClassExtensionName = "$($smexcoSettingsMP.AMLServiceRequestClassificationConfidenceClassExtensionGUID.Guid)"
$amlWISupportGroupIRClassExtensionName = "$($smexcoSettingsMP.AMLIncidentSupportGroupConfidenceClassExtensionGUID.Guid)"
$amlWISupportGroupSRClassExtensionName = "$($smexcoSettingsMP.AMLServiceRequestSupportGroupConfidenceClassExtensionGUID.Guid)"

#optional, enable SCOM functionality
#enableSCOMIntegration = set to $true or $false to enable this functionality
Expand Down Expand Up @@ -532,7 +536,7 @@ $crTypeProjection = Get-SCSMTypeProjection -Name "system.workitem.changerequestp

$userHasPrefProjection = Get-SCSMTypeProjection -name "System.User.Preferences.Projection$" @scsmMGMTParams

# Retrieve Support Group Class Extensions on CR/MA if defined
# Retrieve Class Extensions on IR/SR/CR/MA if defined
if ($maSupportGroupEnumGUID)
{
$maSupportGroupPropertyName = ($maClass.GetProperties(1, 1) | where-object {($_.SystemType.Name -eq "Enum") -and ($_.EnumType -like "*$maSupportGroupEnumGUID*")}).Name
Expand All @@ -541,6 +545,40 @@ if ($crSupportGroupEnumGUID)
{
$crSupportGroupPropertyName = ($crClass.GetProperties(1, 1) | where-object {($_.SystemType.Name -eq "Enum") -and ($_.EnumType -like "*$crSupportGroupEnumGUID*")}).Name
}
#azure cognitive services
if ($acsSentimentScoreIRClassExtensionName)
{
$acsSentimentScoreIRClassExtensionName = ($irClass.GetProperties(1, 1) | where-object {($_.SystemType.Name -eq "Decimal") -and ($_.Id -like "*$acsSentimentScoreIRClassExtensionName*")}).Name
}
if ($acsSentimentScoreSRClassExtensionName)
{
$acsSentimentScoreSRClassExtensionName = ($srClass.GetProperties(1, 1) | where-object {($_.SystemType.Name -eq "Decimal") -and ($_.Id -like "*$acsSentimentScoreSRClassExtensionName*")}).Name
}
#azure machine learning
if ($amlWITypeScoreIRClassExtensionName)
{
$amlWITypeScoreIRClassExtensionName = ($irClass.GetProperties(1, 1) | where-object {($_.SystemType.Name -eq "Decimal") -and ($_.Id -like "*$amlWITypeScoreIRClassExtensionName*")}).Name
}
if ($amlWITypeScoreSRClassExtensionName)
{
$amlWITypeScoreSRClassExtensionName = ($srClass.GetProperties(1, 1) | where-object {($_.SystemType.Name -eq "Decimal") -and ($_.Id -like "*$amlWITypeScoreSRClassExtensionName*")}).Name
}
if ($amlWIClassificationIRScoreClassExtensionName)
{
$amlWIClassificationIRScoreClassExtensionName = ($irClass.GetProperties(1, 1) | where-object {($_.SystemType.Name -eq "Decimal") -and ($_.Id -like "*$amlWIClassificationIRScoreClassExtensionName*")}).Name
}
if ($amlWIClassificationSRScoreClassExtensionName)
{
$amlWIClassificationSRScoreClassExtensionName = ($srClass.GetProperties(1, 1) | where-object {($_.SystemType.Name -eq "Decimal") -and ($_.Id -like "*$amlWIClassificationSRScoreClassExtensionName*")}).Name
}
if ($amlWISupportGroupIRClassExtensionName)
{
$amlWISupportGroupIRClassExtensionName = ($irClass.GetProperties(1, 1) | where-object {($_.SystemType.Name -eq "Decimal") -and ($_.Id -like "*$amlWISupportGroupIRClassExtensionName*")}).Name
}
if ($amlWISupportGroupSRClassExtensionName)
{
$amlWISupportGroupSRClassExtensionName = ($srClass.GetProperties(1, 1) | where-object {($_.SystemType.Name -eq "Decimal") -and ($_.Id -like "*$amlWISupportGroupSRClassExtensionName*")}).Name
}
#endregion

#region #### Exchange Connector Functions ####
Expand Down Expand Up @@ -736,18 +774,18 @@ function New-WorkItem ($message, $wiType, $returnWIBool) 
}

#write the sentiment score into the custom Work Item extension
if ($acsSentimentScoreClassExtensionName)
if ($acsSentimentScoreIRClassExtensionName)
{
Set-SCSMObject -SMObject $newWorkItem -Property $acsSentimentScoreClassExtensionName -value $sentimentScore @scsmMGMTParams
Set-SCSMObject -SMObject $newWorkItem -Property $acsSentimentScoreIRClassExtensionName -value $sentimentScore @scsmMGMTParams
}

#update the Support Group and Classification if Azure Machine Learning is being used
if ($enableAzureMachineLearning -eq $true)
{
#write confidence scores into Work Item
if ($amlWITypeScoreClassExtensionName) {Set-SCSMObject -SMObject $newWorkItem -PropertyHashtable @{"$amlWITypeScoreClassExtensionName" = $amlProbability.WorkItemTypeConfidence} @scsmMGMTParams}
if ($amlWIClassificationScoreClassExtensionName) {Set-SCSMObject -SMObject $newWorkItem -PropertyHashtable @{"$amlWIClassificationScoreClassExtensionName" = $amlProbability.WorkItemClassificationConfidence} @scsmMGMTParams}
if ($amlWISupportGroupClassExtensionName) {Set-SCSMObject -SMObject $newWorkItem -PropertyHashtable @{"$amlWISupportGroupClassExtensionName" = $amlProbability.WorkItemSupportGroupConfidence} @scsmMGMTParams}
if ($amlWITypeScoreIRClassExtensionName) {Set-SCSMObject -SMObject $newWorkItem -PropertyHashtable @{"$amlWITypeScoreIRClassExtensionName" = $amlProbability.WorkItemTypeConfidence} @scsmMGMTParams}
if ($amlWIClassificationIRScoreClassExtensionName) {Set-SCSMObject -SMObject $newWorkItem -PropertyHashtable @{"$amlWIClassificationIRScoreClassExtensionName" = $amlProbability.WorkItemClassificationConfidence} @scsmMGMTParams}
if ($amlWISupportGroupIRClassExtensionName) {Set-SCSMObject -SMObject $newWorkItem -PropertyHashtable @{"$amlWISupportGroupIRClassExtensionName" = $amlProbability.WorkItemSupportGroupConfidence} @scsmMGMTParams}

#when scores exceed thresholds, further define Work Item
if ($amlProbability.WorkItemSupportGroupConfidence -ge $amlWorkItemSupportGroupMinPercentConfidence)
Expand Down Expand Up @@ -836,18 +874,18 @@ function New-WorkItem ($message, $wiType, $returnWIBool) 
}

#write the sentiment score into the custom Work Item extension
if ($acsSentimentScoreClassExtensionName)
if ($acsSentimentScoreSRClassExtensionName)
{
Set-SCSMObject -SMObject $newWorkItem -Property $acsSentimentScoreClassExtensionName -value $sentimentScore @scsmMGMTParams
Set-SCSMObject -SMObject $newWorkItem -Property $acsSentimentScoreSRClassExtensionName -value $sentimentScore @scsmMGMTParams
}

#update the Support Group and Classification if Azure Machine Learning is being used
if ($enableAzureMachineLearning -eq $true)
{
#write confidence scores into Work Item
if ($amlWITypeScoreClassExtensionName) {Set-SCSMObject -SMObject $newWorkItem -PropertyHashtable @{"$amlWITypeScoreClassExtensionName" = $amlProbability.WorkItemTypeConfidence} @scsmMGMTParams}
if ($amlWIClassificationScoreClassExtensionName) {Set-SCSMObject -SMObject $newWorkItem -PropertyHashtable @{"$amlWIClassificationScoreClassExtensionName" = $amlProbability.WorkItemClassificationConfidence} @scsmMGMTParams}
if ($amlWISupportGroupClassExtensionName) {Set-SCSMObject -SMObject $newWorkItem -PropertyHashtable @{"$amlWISupportGroupClassExtensionName" = $amlProbability.WorkItemSupportGroupConfidence} @scsmMGMTParams}
if ($amlWITypeScoreSRClassExtensionName) {Set-SCSMObject -SMObject $newWorkItem -PropertyHashtable @{"$amlWITypeScoreSRClassExtensionName" = $amlProbability.WorkItemTypeConfidence} @scsmMGMTParams}
if ($amlWIClassificationSRScoreClassExtensionName) {Set-SCSMObject -SMObject $newWorkItem -PropertyHashtable @{"$amlWIClassificationSRScoreClassExtensionName" = $amlProbability.WorkItemClassificationConfidence} @scsmMGMTParams}
if ($amlWISupportGroupSRClassExtensionName) {Set-SCSMObject -SMObject $newWorkItem -PropertyHashtable @{"$amlWISupportGroupSRClassExtensionName" = $amlProbability.WorkItemSupportGroupConfidence} @scsmMGMTParams}

#when scores exceed thresholds, further define Work Item
if ($amlProbability.WorkItemSupportGroupConfidence -ge $amlWorkItemSupportGroupMinPercentConfidence)
Expand Down Expand Up @@ -2727,45 +2765,11 @@ function Get-AzureEmailSentiment ($messageToEvaluate)
}
function Get-ACSWorkItemPriority ($score, $wiClass)
{
#change boundaries as neccesary
switch ($wiClass)
{
#impact/urgency
"System.WorkItem.Incident" {
switch ($score)
{
{$_ -ge 0 -and $_ -le 20} {$priorityCombo = "hi/hi"}
{$_ -ge 20 -and $_ -le 60} {$priorityCombo = "med/med"}
{$_ -ge 60 -and $_ -le 80} {$priorityCombo = "med/low"}
{$_ -ge 80 -and $_ -le 90} {$priorityCombo = "low/med"}
{$_ -ge 90 -and $_ -le 100} {$priorityCombo = "low/low"}
}
}
#urgency/priority
"System.WorkItem.ServiceRequest" {
switch ($score)
{
{$_ -ge 0 -and $_ -le 20} {$priorityCombo = "imm/imm"}
{$_ -ge 20 -and $_ -le 60} {$priorityCombo = "hi/med"}
{$_ -ge 60 -and $_ -le 80} {$priorityCombo = "med/low"}
{$_ -ge 80 -and $_ -le 90} {$priorityCombo = "med/med"}
{$_ -ge 90 -and $_ -le 100} {$priorityCombo = "low/low"}
}
}
}

$priorityCalc = @()
switch ($wiClass)
{
"System.WorkItem.Incident" {
$priorityCalc + $priorityCombo.Split("/")[0].Replace("hi", "System.WorkItem.TroubleTicket.ImpactEnum.High$").Replace("med", "System.WorkItem.TroubleTicket.ImpactEnum.Medium$").Replace("low", "System.WorkItem.TroubleTicket.ImpactEnum.Low$");
$priorityCalc + $priorityCombo.Split("/")[1].Replace("hi", "System.WorkItem.TroubleTicket.UrgencyEnum.High$").Replace("med", "System.WorkItem.TroubleTicket.UrgencyEnum.Medium$").Replace("low", "System.WorkItem.TroubleTicket.UrgencyEnum.Low$");
}
"System.WorkItem.ServiceRequest" {
$priorityCalc + $priorityCombo.Split("/")[0].Replace("imm", "ServiceRequestUrgencyEnum.Immediate$").Replace("hi", "ServiceRequestUrgencyEnum.High$").Replace("med", "ServiceRequestUrgencyEnum.Medium$").Replace("low", "ServiceRequestUrgencyEnum.Low$");
$priorityCalc + $priorityCombo.Split("/")[1].Replace("imm", "ServiceRequestPriorityEnum.Immediate$").Replace("hi", "ServiceRequestPriorityEnum.High$").Replace("med", "ServiceRequestPriorityEnum.Medium$").Replace("low", "ServiceRequestPriorityEnum.Low$");
}
}
$wiClass = $wiClass.Replace("System.WorkItem.Incident", "IR").Replace("System.WorkItem.ServiceRequest", "SR")
[xml]$acsXMLBoundaries = $smexcoSettingsMP.ACSPriorityScoringBoundaries
$priorityCalc = $acsXMLBoundaries.ACSPriorityBoundaries.ACSPriorityBoundary | foreach-object {if (($score -ge $_.Min) -and ($score -le $_.Max) -and ($wiClass -eq $_.WorkItemType)) {$_.IRImpactSRUrgencyEnum, $_.IRUrgencySRPriorityEnum}}
$priorityCalc = $priorityCalc | foreach-object {Get-SCSMEnumeration -id $_ | select-object name -ExpandProperty name } | foreach-object {$_ + "$"}

return $priorityCalc
}
function Get-AzureEmailKeywords ($messageToEvaluate)
Expand Down

0 comments on commit 8b72eb8

Please sign in to comment.