What the data for this category looks like
This category's data primarily comes from user call ticket text from government hotlines and state-owned enterprise service hotlines, plus associated official knowledge base entries. Ticket data updates in real time when users submit requests. Knowledge base entries are adjusted and updated quarterly or for emergency scenarios. A single ticket data entry includes fields such as original request text, ticket number, call time, and initial classification tag. A knowledge base entry includes content such as classification name, matching keywords, and associated ticket sample identifier. The length of individual text entries varies widely, with no fixed length limit, and is generated solely based on actual user request content.
Constraints imposed by these characteristics on source citation and traceability
The real-time update nature of ticket data requires that citation traceability be linked to the latest ticket generation records, to avoid citing expired initial classification tags. The update rhythm of knowledge base entries, which are adjusted quarterly or for emergency scenarios, requires distinguishing update timestamps of different source knowledge bases during traceability, to ensure cited content matches the current ticket processing scenario. The wide variation in individual text length requires limiting the total length of cited context during traceability, to avoid exceeding model processing limits. The association between tickets and knowledge bases relies on unique identifiers such as ticket numbers and classification tags. Traceability requires strictly matching corresponding fields, to avoid incorrect cross-classification citations.
Configuration Guidelines
These configuration items are designed for FastGPT v4.17.0:
| Configuration Item | Recommended Setting | Rationale |
|---|---|---|
quoteMaxToken | 800–1200 token | Adapts to common lengths of ticket and knowledge base text, avoiding exceeding model processing limits |
responseData | Return only ticket number, classification tag, update time, original link | Retains only fields required for traceability, reducing redundant data transmission |
detail | Display by source classification | Clearly distinguishes traceability information from ticket sources and knowledge base sources, facilitating manual verification |
| Traceability matching threshold | Calibrated based on actual testing | Adapts to ticket and knowledge base matching accuracy across different scenarios |
| Source citation timeout setting | 600 seconds | Allows sufficient time to pull traceability data from remote knowledge bases or ticket systems |
| Source citation deduplication | Deduplicate by ticket number | Avoids repeated citation of the same ticket, which would compromise traceability accuracy |
Three Common Configuration Mistakes
- Phenomenon: Traceability results include knowledge base entries not associated with the current ticket, and the corresponding classification field is empty. Cause: Traceability rules matching by ticket number are not configured, resulting in incorrect matching of knowledge base content from other classifications.
- Phenomenon: Traceability information returned after a call is forcibly truncated, and associated content cannot be fully displayed. Cause: The
quoteMaxTokenconfiguration value is too small, failing to adapt to the total text length of tickets and knowledge bases. - Phenomenon: Traceability results only display text fragments, and no entry point for viewing the original text is provided. Cause: The
responseDataparameter is not correctly configured, and the original link or access identifier for associated documents is not included.
How to Verify Successful Configuration
- Submit a test ticket, check if traceability results only display classification content associated with the current ticket, and verify that matching rules execute based on ticket numbers.
- Submit a long-text test ticket, check for truncation of traceability information, and adjust the
quoteMaxTokenparameter to meet scenario requirements. - Review the
responseDataconfiguration, confirm that it includes the original link or access identifier fields for associated documents. - Trigger the traceability verification logic, check that an entry point for viewing the original text is correctly returned.
The values provided here are common starting points, and should be evaluated against sample data specific to the actual deployment scenario.
Question material comes from public community discussions. Configuration values are common starting points and should be measured against your own samples. Verified on 2026-09-28.