support_desk 0.3.0 → 0.4.0

data/lib/support_desk.rb

@@ -124,7 +124,11 @@ module SupportDesk
               "`config.assistant #{key.inspect} do |assistant| … end`"
       end
 
-      assistants[key] ||= Assistant.for(key)
+      # Resolving her is also when what she is CALLED is written down, so a
+      # message she signed still says the same thing after somebody takes
+      # her out of the initializer (R8). It writes only when configuration
+      # and the row disagree.
+      (assistants[key] ||= Assistant.for(key)).snapshot_disclosure!
     end
 
     # Every assistant record this process has resolved, keyed by key.
@@ -146,6 +150,31 @@ module SupportDesk
       record.respond_to?(:support_agent_kind) && record.support_agent_kind == :ai
     end
 
+    # Give back every seat an assistant can no longer sit in — she was
+    # switched off, her configuration was removed, or her policy no longer
+    # lets her hold a case — and ask for a person on each of them.
+    #
+    # Invalid-assignee recovery, NOT silence detection: it reads the seats
+    # that exist rather than the assistants a running process happens to
+    # have configured, so a `deactivate!`, a flag flipped off and a topic
+    # cap tightened are all covered, with no `responds_within` and no
+    # overdue clock anywhere in it (R6). `release_silent_assistants!` runs
+    # it first; `rake support_desk:reclaim_assistant_seats` runs it alone.
+    #
+    # Returns how many seats it reclaimed.
+    def reclaim_assistant_seats!
+      return 0 unless Assistant.table_exists?
+
+      reclaimed = 0
+      Ticket.open.held_by_assistants.find_each do |ticket|
+        reclaimed += 1 if ticket.reclaim_assistant_seat!
+      rescue StandardError => e
+        report_error(e, context: { hook: :reclaim_assistant_seats, ticket: ticket.id })
+      end
+      logger&.info("[support_desk] reclaimed #{reclaimed} stranded assistant seat(s)") if reclaimed.positive?
+      reclaimed
+    end
+
     # Release every assistant who has sat on a case longer than her
     # `responds_within` without answering — and ask for a person on it.
     #
@@ -154,18 +183,19 @@ module SupportDesk
     # Run it every minute (`rake support_desk:release_silent_assistants`).
     # Returns how many cases it moved.
     def release_silent_assistants!
-      moved = 0
+      # A seat nobody can sit in any more is not a silence problem, and it
+      # must not need a `responds_within` to be noticed (R6).
+      moved = reclaim_assistant_seats!
       config.assistants.each_key do |key|
         agent = assistant(key)
         window = agent&.responds_within
         next if window.nil?
 
         Ticket.open.assigned_to(agent).awaiting_reply.waiting_over(window).find_each do |ticket|
-          next if ticket.human_required?
-
-          ticket.escalate!(by: :system, reason: "assistant_silent",
-                           summary: "no answer in #{humanize_duration(window)}")
-          moved += 1 if ticket.human_required?
+          # Conditional, under the case's own lock: every predicate above was
+          # true when this row was SELECTED, and a person may have answered
+          # it since (R5).
+          moved += 1 if ticket.escalate_if_still_silent!(agent, window)
         rescue StandardError => e
           report_error(e, context: { hook: :release_silent_assistants, ticket: ticket.id })
         end
@@ -186,6 +216,19 @@ module SupportDesk
 
       config.desks.each_key do |key|
         agent = desk(key)&.assistant
+        # Repair before deciding. A requester message whose registration was
+        # lost after commit leaves the clocks describing a case that no longer
+        # exists — and `assistant_idle_since` reads those clocks, so the case
+        # it most needs to find is the one it cannot see. Folding the message
+        # in COMMITS on its own and emits the turn it produces, so a dead
+        # process followed by nothing but this task still ends in an
+        # actionable turn (R3).
+        Ticket.for_desk(key).with_unregistered_requester_messages.find_each do |ticket|
+          emitted += 1 if ticket.reconcile_and_commit!.positive?
+        rescue StandardError => e
+          report_error(e, context: { hook: :redispatch_assistant_turns, ticket: ticket.id })
+        end
+
         next if agent.nil?
 
         Ticket.open.for_desk(key).assistant_idle_since(older_than.ago).find_each do |ticket|
@@ -359,8 +402,10 @@ module SupportDesk
     #
     # Both surfaces are ordinary PUSHED screens (`context: "default"`), never
     # modals: the wizard is three real URLs and a modal would break the back
-    # gesture between them. The thread itself is deliberately absent — it is
-    # a chats conversation, and it stays under the host's chats rule.
+    # gesture between them. The thread itself is absent under the default
+    # `thread_page = :chats` — it is a chats conversation, and it stays under
+    # the host's chats rule. Under `:support` it is this engine's ticket page,
+    # and a third rule pushes it like the list.
     #
     # +mount+ defaults to wherever the engine is mounted and +title+ to the
     # desk's name.
@@ -386,8 +431,16 @@ module SupportDesk
           properties: { context: "default", title: title, pull_to_refresh_enabled: false },
           comment: "The wizard: every step is a real URL, so it pushes and the back gesture works. " \
                    "Pull to refresh is off — it would throw away what the requester has typed."
-        }
-      ]
+        },
+        (if config.support_thread_page?
+           {
+             patterns: [ "^#{prefix}/tickets/[^/?]+(?:\\?.*)?$" ],
+             properties: { context: "default", title: title, pull_to_refresh_enabled: false },
+             comment: "A case, read on the support page (thread_page = :support). Pull to refresh is off " \
+                      "for the same reason as the wizard: the composer at its foot holds what is typed."
+           }
+         end)
+      ].compact
     end
 
     # A duration in the reader's own language ("1 día", "4 hours") — the
@@ -406,6 +459,24 @@ module SupportDesk
       words.start_with?("Translation missing") ? duration.inspect : words
     end
 
+    # The answer promise, in the unit the desk made it in: `reply_within =
+    # 72.hours` reads "72 hours", `3.days` reads "3 days", `24.hours` reads
+    # "24 hours". A wait is approximate and `humanize_duration` rounds it
+    # ("about 8 hours", "3 days"); a promise is a number somebody chose, and
+    # rounding it says something they did not.
+    #
+    # The words are `support_desk.durations.<unit>`, pluralized by count. A
+    # duration of more than one unit (1.day + 2.hours), a fractional one, or
+    # a unit with no words in this locale is said the way a wait is.
+    def humanize_promise(duration)
+      parts = duration.respond_to?(:parts) ? duration.parts : {}
+      unit, count = parts.first if parts.size == 1
+      key = :"support_desk.durations.#{unit}"
+      return humanize_duration(duration) unless count.is_a?(Integer) && I18n.exists?(key)
+
+      I18n.t(key, count: count)
+    end
+
     # A stable, URL-safe key for an actor (agent, requester, desk), used in
     # cache keys and event payloads. GlobalID params already encode class +
     # id, so two classes can never collide.

data/lib/tasks/support_desk.rake

@@ -38,6 +38,17 @@ namespace :support_desk do
     puts "[support_desk] #{moved} case(s) handed to a person."
   end
 
+  desc "Give back every seat an assistant can no longer sit in (run every minute)"
+  task reclaim_assistant_seats: :environment do
+    # Invalid-assignee recovery: she was switched off, her configuration was
+    # taken away, or her policy no longer lets her hold a case. It needs no
+    # `responds_within` and no overdue clock — `release_silent_assistants`
+    # runs it first, and this is the same work on its own.
+    reclaimed = SupportDesk.reclaim_assistant_seats!
+
+    puts "[support_desk] #{reclaimed} stranded seat(s) given back to people."
+  end
+
   desc "Re-emit the turn for cases nobody answered (OLDER_THAN=60 seconds; run every 5 minutes)"
   task redispatch_assistant_turns: :environment do
     # At-least-once, and that is safe: the turn is consumed by the first
@@ -48,7 +59,7 @@ namespace :support_desk do
     puts "[support_desk] #{emitted} turn(s) re-emitted (idle for more than #{older_than.inspect})."
   end
 
-  desc "What the assistants are doing right now (read-only)"
+  desc "Report assistant status without changing tickets"
   task assistant_status: :environment do
     if SupportDesk.config.assistants.empty?
       puts "[support_desk] no assistant is configured."

metadata

@@ -1,13 +1,14 @@
 --- !ruby/object:Gem::Specification
 name: support_desk
 version: !ruby/object:Gem::Version
-  version: 0.3.0
+  version: 0.4.0
 platform: ruby
 authors:
 - rameerez
+autorequire:
 bindir: exe
 cert_chain: []
-date: 2026-09-19 00:00:00.000000000 Z
+date: 2026-10-18 00:00:00.000000000 Z
 dependencies:
 - !ruby/object:Gem::Dependency
   name: activerecord
@@ -53,22 +54,22 @@ dependencies:
   name: chats
   requirement: !ruby/object:Gem::Requirement
     requirements:
-    - - "~>"
-      - !ruby/object:Gem::Version
-        version: '0.3'
     - - ">="
       - !ruby/object:Gem::Version
-        version: 0.3.2
+        version: 0.5.1
+    - - "<"
+      - !ruby/object:Gem::Version
+        version: '1.0'
   type: :runtime
   prerelease: false
   version_requirements: !ruby/object:Gem::Requirement
     requirements:
-    - - "~>"
-      - !ruby/object:Gem::Version
-        version: '0.3'
     - - ">="
       - !ruby/object:Gem::Version
-        version: 0.3.2
+        version: 0.5.1
+    - - "<"
+      - !ruby/object:Gem::Version
+        version: '1.0'
 - !ruby/object:Gem::Dependency
   name: globalid
   requirement: !ruby/object:Gem::Requirement
@@ -143,6 +144,7 @@ files:
 - app/controllers/support_desk/console/tickets_controller.rb
 - app/controllers/support_desk/tickets_controller.rb
 - app/helpers/support_desk/engine_helper.rb
+- app/helpers/support_desk/thread_helper.rb
 - app/views/chats/slots/_inbox_top.html.erb
 - app/views/chats/slots/_locked_composer.html.erb
 - app/views/support_desk/console/tickets/_actions.html.erb
@@ -171,6 +173,7 @@ files:
 - app/views/support_desk/tickets/index.html.erb
 - app/views/support_desk/tickets/new.html.erb
 - app/views/support_desk/tickets/rate_limited.html.erb
+- app/views/support_desk/tickets/show.html.erb
 - config/console_routes.rb
 - config/locales/support_desk.console.en.yml
 - config/locales/support_desk.console.es.yml
@@ -191,6 +194,7 @@ files:
 - lib/generators/support_desk/templates/assistant/turn_job_test.rb.erb
 - lib/generators/support_desk/templates/console/controller.rb.erb
 - lib/generators/support_desk/templates/console/resource.rb.erb
+- lib/generators/support_desk/templates/create_support_desk_message_registrations.rb.erb
 - lib/generators/support_desk/templates/create_support_desk_tables.rb.erb
 - lib/generators/support_desk/templates/initializer.rb
 - lib/generators/support_desk/upgrade_generator.rb
@@ -203,12 +207,14 @@ files:
 - lib/support_desk/console_engine.rb
 - lib/support_desk/console_routes.rb
 - lib/support_desk/context_card.rb
+- lib/support_desk/conversation_access.rb
 - lib/support_desk/current.rb
 - lib/support_desk/doctor.rb
 - lib/support_desk/engine.rb
 - lib/support_desk/errors.rb
 - lib/support_desk/events.rb
 - lib/support_desk/macros.rb
+- lib/support_desk/message_signatures.rb
 - lib/support_desk/models/application_record.rb
 - lib/support_desk/models/assignment.rb
 - lib/support_desk/models/assistant.rb
@@ -218,6 +224,7 @@ files:
 - lib/support_desk/models/desk.rb
 - lib/support_desk/models/draft.rb
 - lib/support_desk/models/event.rb
+- lib/support_desk/models/message_registration.rb
 - lib/support_desk/models/ticket.rb
 - lib/support_desk/models/ticket/assistance.rb
 - lib/support_desk/outcome.rb
@@ -241,6 +248,7 @@ metadata:
   bug_tracker_uri: https://github.com/rameerez/support_desk/issues
   documentation_uri: https://github.com/rameerez/support_desk#readme
   rubygems_mfa_required: 'true'
+post_install_message:
 rdoc_options: []
 require_paths:
 - lib
@@ -255,7 +263,8 @@ required_rubygems_version: !ruby/object:Gem::Requirement
     - !ruby/object:Gem::Version
       version: '0'
 requirements: []
-rubygems_version: 3.6.2
+rubygems_version: 3.4.10
+signing_key:
 specification_version: 4
 summary: 'Customer support for your Rails app: tickets that are conversations, worked
   by your team and by AI agents with real guardrails'