IT Chat

A Google Chat bot for IT Tickets on Zoho ServiceDesk Platform at Straive.

It answers questions based on the user's IT tickets.

To use it:

1. Add "IT Chat - Straive" to your chat or space. Contact s.anand@gramener.com if this is not visible to you.
2. DM it saying something, e.g. "@IT Chat - Straive Help". It'll share the status of your tickets.

Setup

• In the Zoho API Console log in as sdpaitest@straive.com (via email OTP forwarded to s.anand@gramener.com) and add a client for "Server Based Applications" with:
  • Client name: IT Chat LLM App
  • Homepage URL: https://itchat.straive.app/
  • Redirect URIs: https://itchat.straive.app/token
• Configure the Chat API in Straive-Internal Apps project on Google Cloud Console
  • App Name: IT Chat - Straive
  • Avatar URL: https://encrypted-tbn0.gstatic.com/images?q=tbn:ANd9GcSCPpb1Hpdia-kMDmeGQOCgxplz2m_EUPbWsw&s
  • Description: Check your Service Desk ticket status
  • Interactive features: Enable everything
  • Connection Settings: HTTP endpoint URL
  • HTTP endpoint URL: https://itchat.straive.app/googlechat
  • App home URL: https://itchat.straive.app/
  • Authentication audience: HTTP endpoint URL
  • Visibility: Make chat available to specific people and groups in Straive.com (add users)
  • Logs: Log errors to Logging
• Add members via Straive IT Chat mailing group
• Log into https://dash.cloudflare.com/ as root.node@gmail.com
  • Create a worker called itchat with a custom domain itchat.straive.app
  • Clone this repository
  • Run npm install
  • Run npx wrangler kv namespace create "tokens" to create a namespace and add the binding to wrangler.toml
  • Run npx wrangler secret put <key> also add them to .dev.vars as KEY=value:
    • SDP_CLIENT_ID: Via Zoho API Console
    • SDP_CLIENT_SECRET: Via Zoho API Console
    • LLMFOUNDRY_TOKEN: Via LLM Foundry
• Run npm run deploy to deploy on Cloudflare
• Visit https://itchat.straive.app/token as admin to save the refresh_token and initialize the app

Authentication flow

When the admin visits /token, they

https://accounts.zoho.com/oauth/v2/auth?response_type=code&client_id=$SDP_CLIENT_ID&scope=SDPOnDemand.requests.ALL&redirect_uri=https://itchat.straive.app/token&access_type=offline

When they log in, it will redirect them to /token with a ?code=$grant_token. Store the grant_token.

Using the code, send a request to:

curl -i https://accounts.zoho.com/oauth/v2/token \
  -X POST \
  -H "Content-Type: application/x-www-form-urlencoded" \
  -d "code=$grant_token" \
  -d "grant_type=authorization_code" \
  -d "client_id=$CLIENT_ID" \
  -d "client_secret=$CLIENT_SECRET" \
  -d "redirect_uri=https://itchat.straive.app/token"

This returns a JSON object with keys access_token, refresh_token.

Store the access_token and refresh_token in Cloudflare KV "tokens" namespace.

When the token expires, use the refresh token to get a new access token:

curl https://accounts.zoho.com/oauth/v2/token \
  -X POST   \
  -H "Content-Type: application/x-www-form-urlencoded"  \
  -d "refresh_token=$refresh_token"  \
  -d "grant_type=refresh_token" \
  -d "client_id=$SDP_CLIENT_ID" \
  -d "client_secret=$SDP_CLIENT_SECRET" \
  -d "redirect_uri=https://itchat.straive.app/token"

Links:

• Zoho Accounts - Connected Apps to check connected apps.
  • Disconnect existing app to generate a new refresh token.
• Zoho API Console to create a client.