What data for this category looks like
On-site outsourced operations and maintenance service data typically comes from customer ITSM systems, monitoring platforms, asset inventories, and on-duty records. Update cycles are primarily daily and monthly. Daily produced documents include on-site daily reports, helpdesk tickets, inspection reports, and SLA monthly reports. Data fields cover ticket numbers, on-site service duration, inspection coverage items, SLA compliance status, and more. Core records revolve around the full workflow of on-site service delivery and contract performance.
What constraints do these characteristics impose on multi-turn dialogues and prompt words
Data for this category is scattered across multiple systems and updated daily or monthly. Multi-turn dialogues need to associate tickets, inspection reports, and other content from different sources. This requires a stable context transfer mechanism. Daily document fields have clear service delivery attributes. Prompt words must accurately match fields such as ticket numbers and on-site service duration to avoid generating content that does not meet contract performance requirements. Additionally, response timeliness requirements for on-site services align with on-site scenarios. The context window for multi-turn dialogues must adapt to the record range within a single service cycle to avoid introducing expired data. It must also support dynamic loading of monthly updated SLA-related documents.
How to set configurations
| Configuration Item | Recommended Approach | Rationale |
|---|---|---|
chatId | Bind to customer service ticket number | Ensure each dialogue is associated with the corresponding service ticket to facilitate retrospective review of on-site service records |
messages | Retain the last 15 dialogues and daily inspection report snippets | Control context length to avoid response timeouts and align with daily service scenarios |
variables | Pass in on-site staff ID and monthly SLA compliance threshold | Dynamically load real-time service parameters to adapt to permission and performance requirements for different staff |
| Maximum Context | 8000–12000 characters | Cover complete communication and associated document content for a single on-site service session, calibrated via actual testing |
| Question Optimization | Enabled | Convert colloquial questions from on-site engineers into standard queries to improve field matching accuracy |
| Single Search Limit | Top 6 results | Limit the number of recalled documents to avoid redundant information interfering with dialogue logic |
Three common mistakes
- Scenario: When calling the FastGPT API to connect to a business system, a
401 Unauthorizederror is returned, and the dialogue cannot be started. Cause: The access permission scope of the API key is not correctly configured, and the business account corresponding to the outsourced operations and maintenance service is not bound. - Scenario: After connecting the business system, chat records of different users are not distinguished, and all dialogues are aggregated into the same session. Cause: The unique identifier of different customers or on-site staff is not bound via
chatId, leading to confusion of session context. - Scenario: The prompt words do not load the latest SLA content from the knowledge base, and old performance rules are still returned. Cause: The document ID of the knowledge base is not passed via the
variablesparameter, or the placeholder for dynamic reference is not configured in the prompt template.
How to confirm configuration is complete
- Navigate to the API key management page in the FastGPT backend, confirm that the key for the corresponding service has been generated, and the configuration path is correct.
- Initiate a test dialogue, pass in
chatIdbound to the customer service ticket number, check if the dialogue context is associated with the inspection report snippet of the corresponding ticket, and pass in thevariablesparameter to verify if the dynamically loaded prompt word content matches the knowledge base requirements. - Start a new dialogue, confirm that no version update notice pops up, check that the "New Dialogue Initialization Announcement" switch in system settings is turned off, and that FastGPT v4.17.0 is currently in use.
The values given are common starting points and should be measured against the reader's own samples.
Question material comes from public community discussions. Configuration values are common starting points and should be measured against your own samples. Verified on 2026-10-19.