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Level 1 / Project 10 - Ticket Priority Router

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Concept This project — Quiz Flashcards — Browser

Estimated time: 35 minutes

Focus

  • business rules to route work

Why this project exists

Route support tickets to priority queues (critical/high/medium/low) by scanning for keywords in the ticket text. You will learn keyword matching, priority ordering, and grouping data into categories with dictionaries.

Run (copy/paste)

Use <repo-root> as the folder containing this repository's README.md.

cd <repo-root>/projects/level-1/10-ticket-priority-router
python project.py --input data/sample_input.txt
pytest -q

Expected terminal output

=== Ticket Priority Router ===

  [CRITICAL] (1 tickets)
    #1: Website is completely down, customers cannot access...

  [HIGH] (1 tickets)
    #2: Login page error for users in Europe

  [MEDIUM] (1 tickets)
    #3: Dashboard loading slow during peak hours
4 passed

Expected artifacts

  • data/output.json
  • Passing tests
  • Updated notes.md

Checkpoint: Baseline code runs and all tests pass. Commit your work before continuing.

Alter it (required) — Extension

  1. Add a --priority filter flag that shows only tickets matching a given priority level.
  2. Add an "escalation" rule: tickets containing "urgent" get bumped up one priority level.
  3. Re-run script and tests.

Break it (required) — Core

  1. Add a ticket with no keywords at all like "Everything is fine" -- does it correctly default to "low"?
  2. Add a ticket matching keywords from multiple priorities -- which priority wins?
  3. Add an empty line in the ticket file -- does process_tickets() skip it or crash?

Fix it (required) — Core

  1. Ensure classify_ticket() checks keywords in priority order (critical first) so the highest match wins.
  2. Handle blank lines by skipping them in process_tickets().
  3. Add a test for the multi-keyword-match priority resolution.

Checkpoint: All modifications done, tests still pass. Good time to review your changes.

Explain it (teach-back)

  1. Why does PRIORITY_KEYWORDS use a dict mapping priority names to keyword lists?
  2. What does any(kw in text.lower() for kw in keywords) do and why use any()?
  3. Why does classify_ticket() check priorities in order from critical to low?
  4. Where would ticket routing appear in real software (help desks, incident management, support queues)?

Mastery check

You can move on when you can: - run baseline without docs, - explain one core function line-by-line, - break and recover in one session, - keep tests passing after your change.

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