Open Ticket AI

Template Rendering ​

Open Ticket AI uses Jinja2 for dynamic template rendering in configuration files and text generation.

Jinja2 Template System ​

Jinja2 provides:

  • Variable substitution
  • Conditional logic
  • Loops and filters
  • Custom extensions

Template Expressions in Configuration ​

Use templates in YAML configuration:

yaml
pipes:
  - pipe_name: add_note
    note_text: "Classified as {{ context.queue }} with priority {{ context.priority }}"

Custom Template Extensions ​

Open Ticket AI provides custom Jinja2 extensions:

Context Access ​

Access pipeline context directly in templates:

jinja2
{{ context.ticket.id }}
{{ context.classification_result.confidence }}

Filters ​

Custom filters for common operations:

jinja2
{{ ticket.created_at | format_date }}
{{ text | truncate(100) }}
{{ value | default("N/A") }}

Functions ​

Helper functions available in templates:

jinja2
{{ now() }}
{{ random_id() }}
{{ format_priority(value) }}

Template Context and Variables ​

The template context includes:

  • Pipeline execution context
  • Environment variables
  • Configuration values
  • Custom variables

Examples ​

Conditional Note ​

yaml
note_text: >
  {% if context.priority == 'high' %}
  URGENT: This ticket requires immediate attention.
  {% else %}
  Standard priority ticket.
  {% endif %}

Dynamic Queue Assignment ​

yaml
queue: >
  {% if 'billing' in context.ticket.subject.lower() %}
  Billing
  {% elif 'technical' in context.ticket.subject.lower() %}
  Technical Support
  {% else %}
  General
  {% endif %}

Loop Through Results ​

yaml
summary: >
  Processed {{ context.tickets | length }} tickets:
  {% for ticket in context.tickets %}
  - Ticket #{{ ticket.id }}: {{ ticket.status }}
  {% endfor %}

Security Considerations ​

  • Templates run in a sandboxed environment
  • Dangerous operations are disabled
  • User input is automatically escaped
  • Use safe filter only for trusted content