@happyvertical/smrt-support 0.39.2

package/dist/index.js.map

@@ -0,0 +1 @@
+{"version":3,"file":"index.js","names":["status","tenantId","supportCase"],"sources":["../src/__smrt-register__.ts","../src/permissions.ts","../src/models/service-time-entry.ts","../src/models/support-ai-run.ts","../src/models/support-case.ts","../src/models/support-case-event.ts","../src/models/support-channel-binding.ts","../src/models/support-compensation-plan.ts","../src/models/support-interaction.ts","../src/models/support-plan.ts","../src/models/support-policy.ts","../src/models/support-service-target.ts","../src/models/support-settlement.ts","../src/models/support-specialist.ts","../src/models/support-work-link.ts","../src/services/coverage-calendar.ts","../src/services/support-case-service.ts","../src/services/human-handoff-service.ts","../src/services/keyed-mutex.ts","../src/services/support-routing-service.ts","../src/services/service-target-engine.ts","../src/services/service-time-entry-service.ts","../src/services/support-ai-workflow.ts","../src/services/support-intake-service.ts","../src/services/support-plan-admin-service.ts","../src/services/time-entry-approval-service.ts","../src/index.ts"],"sourcesContent":["import { ObjectRegistry } from '@happyvertical/smrt-core';\n\nObjectRegistry.registerPackageManifest(\n  new URL('./manifest.json', import.meta.url),\n);\n","/**\n * Custom permission slugs contributed by `@happyvertical/smrt-support` to the\n * runtime permission catalog (the `personas.activate-directive` pattern).\n *\n * The privileged operations are permission splits, not bespoke checks:\n * - `support.reassign-case` — manual reassignment despite routing (FR-30).\n * - `support.approve-time-entry` — accept a Service Time Entry and derive its\n *   commercial snapshots (FR-36) via the operator path.\n * - `support.manage-plans` — administer Managed Support Plans and Support\n *   Compensation Plans.\n */\n\nimport {\n  type PermissionDefinition,\n  registerPermissionDefinitions,\n} from '@happyvertical/smrt-users';\n\n/** Authorizes manual case reassignment overriding automatic routing. */\nexport const REASSIGN_CASE_PERMISSION = 'support.reassign-case';\n\n/** Authorizes operator approval/rejection of Service Time Entries. */\nexport const APPROVE_TIME_ENTRY_PERMISSION = 'support.approve-time-entry';\n\n/** Authorizes plan administration (support + compensation plans). */\nexport const MANAGE_PLANS_PERMISSION = 'support.manage-plans';\n\nexport const SUPPORT_PERMISSION_DEFS: PermissionDefinition[] = [\n  {\n    slug: REASSIGN_CASE_PERMISSION,\n    category: 'support',\n    name: 'Reassign Support Case',\n    description:\n      'Manually reassign a Support Case to a specialist, overriding automatic routing',\n  },\n  {\n    slug: APPROVE_TIME_ENTRY_PERMISSION,\n    category: 'support',\n    name: 'Approve Service Time Entry',\n    description:\n      'Approve or reject submitted Service Time Entries and finalize their charge/compensation snapshots',\n  },\n  {\n    slug: MANAGE_PLANS_PERMISSION,\n    category: 'support',\n    name: 'Manage Support Plans',\n    description:\n      'Create and edit Managed Support Plans and Support Compensation Plans',\n  },\n];\n\n/**\n * An actor whose authority is expressed as held permission slugs. Minimal on\n * purpose — the gate depends on the permission model only (personas idiom).\n */\nexport interface SupportPrincipal {\n  /** Stable id recorded as the acting reviewer/assigner. */\n  readonly id?: string;\n  /** Tenant the authority was resolved for (cross-tenant acts are refused). */\n  readonly tenantId?: string;\n  can(slug: string): boolean;\n}\n\n/** Build a {@link SupportPrincipal} from explicit granted slugs. */\nexport function supportPrincipalFromPermissions(\n  permissions: Iterable<string>,\n  options: { id?: string; tenantId?: string } = {},\n): SupportPrincipal {\n  const granted = new Set(permissions);\n  return {\n    id: options.id,\n    tenantId: options.tenantId,\n    can: (slug: string) => granted.has(slug),\n  };\n}\n\nlet supportPermissionsRegistered = false;\n\n/** Register the support permissions (returns an unregister fn for tests). */\nexport function registerSupportPermissions(): () => void {\n  return registerPermissionDefinitions(SUPPORT_PERMISSION_DEFS);\n}\n\n/**\n * Register the support permissions once per process. Called as a package\n * entry side effect so any consumer sees the slugs in the catalog.\n */\nexport function ensureSupportPermissionsRegistered(): void {\n  if (supportPermissionsRegistered) {\n    return;\n  }\n  supportPermissionsRegistered = true;\n  registerSupportPermissions();\n}\n","/**\n * ServiceTimeEntry — an auditable duration of Professional Service attributed\n * to its work context and delivering Participant (FR-34/FR-40, issue #1930).\n *\n * Work-context-generic by design: a Support Case is one context\n * (`caseId`), but planning and development work attach through the\n * polymorphic `workRefType`/`workRefId` pair, so this model can graduate to\n * the shared Professional Services boundary without a migration.\n *\n * Timer, manual, imported, and automatic agent entries share this one\n * validation and audit contract. Duration and work evidence stay separate\n * from money: client pricing derives from the Managed Support Plan and\n * provider earnings from the Support Compensation Plan at approval time (see\n * `TimeEntryApprovalService`), each into its own immutable snapshot row.\n *\n * **Immutability**: once a row is `approved`, its work-defining fields\n * (duration, period, description, evidence, context, participant, source)\n * are frozen — enforced at save time via the WeakMap-snapshot idiom\n * (`commerce LicenseSale` precedent). Disputes create explicit corrections\n * (`correctionOfId` chain); the original flips to `corrected` but its\n * snapshot never changes.\n */\n\nimport {\n  crossPackageRef,\n  field,\n  foreignKey,\n  SmrtCollection,\n  SmrtObject,\n  smrt,\n} from '@happyvertical/smrt-core';\nimport { TenantScoped, tenantId } from '@happyvertical/smrt-tenancy';\nimport {\n  parseJsonField,\n  SERVICE_TIME_ENTRY_STATUS_TRANSITIONS,\n  type ServiceTimeEntrySource,\n  type ServiceTimeEntryStatus,\n  type SupportParticipantKind,\n  type TimeEntryEvidence,\n} from '../types.js';\n\n/** Fields frozen once an entry reaches `approved`. */\nconst FROZEN_FIELDS = [\n  'caseId',\n  'workRefType',\n  'workRefId',\n  'specialistId',\n  'participantKind',\n  'participantProfileId',\n  'agentRef',\n  'source',\n  'description',\n  'startedAt',\n  'endedAt',\n  'durationSeconds',\n  'evidence',\n] as const;\n\n/** Serialized frozen-field snapshot captured at/after approval. */\nconst approvedSnapshot = new WeakMap<ServiceTimeEntry, string>();\n\n/** Status each persisted row was loaded with (transition guard). */\nconst loadedEntryStatus = new WeakMap<\n  ServiceTimeEntry,\n  ServiceTimeEntryStatus\n>();\n\n/**\n * Normalize one frozen-field value so in-memory and raw-DB-row views compare\n * equal across adapters (SQLite returns dates as strings, numbers sometimes\n * as strings; empty string and null both mean \"unset\" for nullable refs).\n */\nfunction normalizeFrozenValue(key: string, value: unknown): unknown {\n  if (value === undefined || value === null || value === '') {\n    return key === 'durationSeconds' ? 0 : null;\n  }\n  if (key === 'startedAt' || key === 'endedAt') {\n    const date = value instanceof Date ? value : new Date(String(value));\n    return Number.isNaN(date.getTime()) ? String(value) : date.toISOString();\n  }\n  if (key === 'durationSeconds') {\n    return Number(value);\n  }\n  return value;\n}\n\nfunction serializeFrozenView(view: Record<string, unknown>): string {\n  const normalized: Record<string, unknown> = {};\n  for (const key of FROZEN_FIELDS) {\n    normalized[key] = normalizeFrozenValue(key, view[key]);\n  }\n  return JSON.stringify(normalized);\n}\n\nfunction serializeFrozenFields(entry: ServiceTimeEntry): string {\n  const view: Record<string, unknown> = {};\n  for (const key of FROZEN_FIELDS) {\n    view[key] = (entry as unknown as Record<string, unknown>)[key];\n  }\n  return serializeFrozenView(view);\n}\n\n@TenantScoped({ mode: 'optional' })\n@smrt({\n  tableName: 'service_time_entries',\n  api: { include: ['list', 'get'] },\n  mcp: { include: ['list', 'get'] },\n  cli: { include: ['list', 'get'] },\n})\nexport class ServiceTimeEntry extends SmrtObject {\n  @tenantId({ nullable: true })\n  tenantId: string | null = null;\n\n  /** Support Case context, when the work was support (Support Time Entry). */\n  @foreignKey('SupportCase')\n  caseId: string | null = null;\n\n  /**\n   * Polymorphic work context for non-case work (planning sessions,\n   * development work items): a qualified class name + id. Either `caseId` or\n   * a work ref (or both) should identify the context.\n   */\n  @field({ type: 'text', nullable: true })\n  workRefType: string | null = null;\n\n  @field({ type: 'text', nullable: true })\n  workRefId: string | null = null;\n\n  /** Specialist role record, when the deliverer is a Support Specialist. */\n  @foreignKey('SupportSpecialist')\n  specialistId: string | null = null;\n\n  /** Whether a human or a software agent delivered the work. */\n  @field({ type: 'text' })\n  participantKind: SupportParticipantKind = 'human';\n\n  /** Delivering human Participant (Person profile), when human. */\n  @crossPackageRef('@happyvertical/smrt-profiles:Profile', { nullable: true })\n  participantProfileId: string | null = null;\n\n  /** Delivering agent identity (persona/agent ref), when agent. */\n  @field({ type: 'text' })\n  agentRef: string = '';\n\n  @field({ type: 'text' })\n  source: ServiceTimeEntrySource = 'manual';\n\n  @field({ type: 'text' })\n  description: string = '';\n\n  /** Work period bounds (informational; `durationSeconds` is authoritative). */\n  startedAt: Date | null = null;\n\n  endedAt: Date | null = null;\n\n  /** Authoritative worked duration in seconds. */\n  durationSeconds: number = 0;\n\n  /** Work evidence: JSON array of {@link TimeEntryEvidence}. */\n  @field({ type: 'text' })\n  evidence: string = '[]';\n\n  @field({ type: 'text' })\n  status: ServiceTimeEntryStatus = 'draft';\n\n  submittedAt: Date | null = null;\n\n  @crossPackageRef('@happyvertical/smrt-profiles:Profile', { nullable: true })\n  submittedByProfileId: string | null = null;\n\n  approvedAt: Date | null = null;\n\n  @crossPackageRef('@happyvertical/smrt-profiles:Profile', { nullable: true })\n  approvedByProfileId: string | null = null;\n\n  /** Which approval path accepted the entry (FR-36). */\n  @field({ type: 'text' })\n  approvalPath: string = '';\n\n  rejectedAt: Date | null = null;\n\n  @crossPackageRef('@happyvertical/smrt-profiles:Profile', { nullable: true })\n  rejectedByProfileId: string | null = null;\n\n  @field({ type: 'text' })\n  rejectionReason: string = '';\n\n  /** The approved entry this one explicitly corrects, when a correction. */\n  @foreignKey('ServiceTimeEntry')\n  correctionOfId: string | null = null;\n\n  @field({ type: 'text' })\n  metadata: string = '{}';\n\n  getEvidence(): TimeEntryEvidence[] {\n    const parsed = parseJsonField<TimeEntryEvidence[]>(this.evidence, []);\n    return Array.isArray(parsed) ? parsed : [];\n  }\n\n  setEvidence(items: TimeEntryEvidence[]): void {\n    this.evidence = JSON.stringify(items ?? []);\n  }\n\n  getMetadata(): Record<string, unknown> {\n    return parseJsonField(this.metadata, {});\n  }\n\n  setMetadata(value: Record<string, unknown>): void {\n    this.metadata = JSON.stringify(value ?? {});\n  }\n\n  /** Worked duration in decimal hours (UI convenience). */\n  durationHours(): number {\n    return this.durationSeconds / 3600;\n  }\n\n  override async initialize(): Promise<this> {\n    await super.initialize();\n    if (await this.isSaved()) {\n      loadedEntryStatus.set(this, this.status);\n      if (this.status === 'approved' || this.status === 'corrected') {\n        approvedSnapshot.set(this, serializeFrozenFields(this));\n      }\n    }\n    return this;\n  }\n\n  override async save(): Promise<this> {\n    const prior = await this.resolvePriorState();\n    this.assertStatusTransition(prior?.status);\n    this.assertApprovedImmutable(prior);\n    const result = (await super.save()) as this;\n    loadedEntryStatus.set(this, this.status);\n    if (this.status === 'approved' || this.status === 'corrected') {\n      approvedSnapshot.set(this, serializeFrozenFields(this));\n    }\n    return result;\n  }\n\n  protected assertStatusTransition(\n    prior: ServiceTimeEntryStatus | undefined,\n  ): void {\n    if (prior === undefined) return;\n    if (prior === this.status) return;\n    const allowed = SERVICE_TIME_ENTRY_STATUS_TRANSITIONS[prior] ?? [];\n    if (!allowed.includes(this.status)) {\n      throw new Error(\n        `ServiceTimeEntry ${this.id}: illegal status transition ` +\n          `'${prior}' → '${this.status}'.`,\n      );\n    }\n  }\n\n  /**\n   * Once approved, the work-defining fields are immutable — compare against\n   * the authoritative persisted row (not just the WeakMap), so an upsert via\n   * `create({ id, _skipLoad: true })` cannot bypass the freeze.\n   */\n  protected assertApprovedImmutable(\n    prior:\n      | { status: ServiceTimeEntryStatus; frozen: string | null }\n      | undefined,\n  ): void {\n    if (!prior) return;\n    if (prior.status !== 'approved' && prior.status !== 'corrected') return;\n    const persisted = prior.frozen ?? approvedSnapshot.get(this) ?? null;\n    if (persisted === null) return;\n    const current = serializeFrozenFields(this);\n    if (current !== persisted) {\n      throw new Error(\n        `ServiceTimeEntry ${this.id}: approved entries are immutable — ` +\n          'create an explicit correction instead of editing the approved record.',\n      );\n    }\n  }\n\n  /** Authoritative prior state read from the DB row (S5 #1390 idiom). */\n  protected async resolvePriorState(): Promise<\n    { status: ServiceTimeEntryStatus; frozen: string | null } | undefined\n  > {\n    if (this.id) {\n      try {\n        const row = await this.db.get(this.tableName, { id: this.id });\n        if (row && row.status != null) {\n          const status = row.status as ServiceTimeEntryStatus;\n          let frozen: string | null = null;\n          if (status === 'approved' || status === 'corrected') {\n            const view: Record<string, unknown> = {};\n            for (const key of FROZEN_FIELDS) {\n              const column = key.replace(\n                /[A-Z]/g,\n                (c) => `_${c.toLowerCase()}`,\n              );\n              view[key] = row[column];\n            }\n            frozen = serializeFrozenView(view);\n          }\n          return { status, frozen };\n        }\n      } catch {\n        // DB not ready / table absent — fall through to in-memory record.\n      }\n    }\n    const status = loadedEntryStatus.get(this);\n    if (status === undefined) return undefined;\n    return { status, frozen: approvedSnapshot.get(this) ?? null };\n  }\n}\n\nexport class ServiceTimeEntryCollection extends SmrtCollection<ServiceTimeEntry> {\n  static readonly _itemClass = ServiceTimeEntry;\n\n  async forCase(caseId: string): Promise<ServiceTimeEntry[]> {\n    return this.list({ where: { caseId }, orderBy: 'created_at ASC' });\n  }\n\n  async forSpecialist(specialistId: string): Promise<ServiceTimeEntry[]> {\n    return this.list({ where: { specialistId }, orderBy: 'created_at ASC' });\n  }\n\n  async pendingApproval(): Promise<ServiceTimeEntry[]> {\n    return this.list({\n      where: { status: 'submitted' },\n      orderBy: 'submitted_at ASC',\n    });\n  }\n}\n\nexport default ServiceTimeEntry;\n","/**\n * SupportAiRun — the auditable record of one Automated Support Response phase\n * (FR-28a): what the AI attempted (acknowledge / classify / answer /\n * troubleshoot / resolve), with confidence, classification output, knowledge\n * references, attempted tool calls, and outcome. This is the \"prior automated\n * work\" a Human Handoff transfers losslessly (FR-28b).\n *\n * Append-only: generated surface is `list`/`get`; the workflow writes each\n * run once and never rewrites history.\n */\n\nimport {\n  field,\n  foreignKey,\n  SmrtCollection,\n  SmrtObject,\n  smrt,\n} from '@happyvertical/smrt-core';\nimport { TenantScoped, tenantId } from '@happyvertical/smrt-tenancy';\nimport {\n  parseJsonField,\n  type SupportAiRunOutcome,\n  type SupportAiRunPhase,\n} from '../types.js';\n\n@TenantScoped({ mode: 'optional' })\n@smrt({\n  tableName: 'support_ai_runs',\n  api: { include: ['list', 'get'] },\n  mcp: { include: ['list', 'get'] },\n  cli: { include: ['list', 'get'] },\n})\nexport class SupportAiRun extends SmrtObject {\n  @tenantId({ nullable: true })\n  tenantId: string | null = null;\n\n  @foreignKey('SupportCase', { required: true })\n  caseId: string = '';\n\n  /** Inbound interaction that triggered this run, when applicable. */\n  @foreignKey('SupportInteraction')\n  interactionId: string | null = null;\n\n  @field({ type: 'text' })\n  phase: SupportAiRunPhase = 'acknowledge';\n\n  @field({ type: 'text' })\n  outcome: SupportAiRunOutcome = 'completed';\n\n  /**\n   * Model-reported confidence in [0, 1] for answer/classify/resolve phases;\n   * null when the phase has no confidence semantics (e.g. acknowledge).\n   */\n  @field({ type: 'decimal', nullable: true })\n  confidence: number | null = null;\n\n  /** Classification output JSON: severity, category, sentiment, sensitive. */\n  @field({ type: 'text' })\n  classification: string = '{}';\n\n  /** Outbound interaction holding the posted/drafted response, if any. */\n  @foreignKey('SupportInteraction')\n  responseInteractionId: string | null = null;\n\n  /** Knowledge sources consulted (JSON array of `{kind, ref, label?}`). */\n  @field({ type: 'text' })\n  knowledgeRefs: string = '[]';\n\n  /** Tool calls attempted during troubleshooting (JSON array). */\n  @field({ type: 'text' })\n  toolCalls: string = '[]';\n\n  /** Error detail when `outcome === 'failed'`. */\n  @field({ type: 'text' })\n  error: string = '';\n\n  /** Correlation id tying this run to AI-call telemetry / feedback signals. */\n  @field({ type: 'text' })\n  correlationId: string = '';\n\n  /** Model identifier used, when known. */\n  @field({ type: 'text' })\n  model: string = '';\n\n  startedAt: Date = new Date();\n\n  completedAt: Date | null = null;\n\n  @field({ type: 'text' })\n  metadata: string = '{}';\n\n  getClassification(): Record<string, unknown> {\n    return parseJsonField(this.classification, {});\n  }\n\n  setClassification(value: Record<string, unknown>): void {\n    this.classification = JSON.stringify(value ?? {});\n  }\n\n  getKnowledgeRefs(): Array<Record<string, unknown>> {\n    return parseJsonField(this.knowledgeRefs, []);\n  }\n\n  setKnowledgeRefs(refs: Array<Record<string, unknown>>): void {\n    this.knowledgeRefs = JSON.stringify(refs ?? []);\n  }\n\n  getToolCalls(): Array<Record<string, unknown>> {\n    return parseJsonField(this.toolCalls, []);\n  }\n\n  setToolCalls(calls: Array<Record<string, unknown>>): void {\n    this.toolCalls = JSON.stringify(calls ?? []);\n  }\n}\n\nexport class SupportAiRunCollection extends SmrtCollection<SupportAiRun> {\n  static readonly _itemClass = SupportAiRun;\n\n  /** All AI runs for a case, oldest first. */\n  async forCase(caseId: string): Promise<SupportAiRun[]> {\n    return this.list({ where: { caseId }, orderBy: 'started_at ASC' });\n  }\n}\n\nexport default SupportAiRun;\n","/**\n * SupportCase — the canonical, tenant-scoped record of a client support\n * request (FR-28/FR-29): one Case per request across every channel, carrying\n * priority, severity, plan snapshot, lifecycle state, assignment, resolution,\n * and reopen history.\n *\n * Internal model — writes go through {@link SupportCaseService} (closed-facade\n * idiom, mirroring `smrt-chat`'s `ChatService`). The generated CRUD surface is\n * read-only (`list`/`get`); the save-time transition guard below additionally\n * rejects illegal status flips done via raw field assignment.\n */\n\nimport {\n  crossPackageRef,\n  field,\n  foreignKey,\n  SmrtCollection,\n  SmrtObject,\n  smrt,\n} from '@happyvertical/smrt-core';\nimport { TenantScoped, tenantId } from '@happyvertical/smrt-tenancy';\nimport {\n  OPEN_SUPPORT_CASE_STATUSES,\n  parseJsonField,\n  SUPPORT_CASE_STATUS_TRANSITIONS,\n  type SupportCaseStatus,\n} from '../types.js';\n\n/**\n * Status each persisted row was loaded with, for the save-time transition\n * guard. WeakMap (not a column) so it never round-trips through the DB.\n */\nconst loadedCaseStatus = new WeakMap<SupportCase, SupportCaseStatus>();\n\n/** Generate a short human-facing case number (unique enough per tenant). */\nexport function generateCaseNumber(now: Date = new Date()): string {\n  const stamp = now.getTime().toString(36).toUpperCase();\n  const rand = Math.random().toString(36).slice(2, 6).toUpperCase();\n  return `SUP-${stamp}-${rand}`;\n}\n\n@TenantScoped({ mode: 'optional' })\n@smrt({\n  tableName: 'support_cases',\n  api: { include: ['list', 'get'] },\n  mcp: { include: ['list', 'get'] },\n  cli: { include: ['list', 'get'] },\n})\nexport class SupportCase extends SmrtObject {\n  @tenantId({ nullable: true })\n  tenantId: string | null = null;\n\n  /** Human-facing case reference (e.g. `SUP-…`), generated at open time. */\n  @field({ type: 'text' })\n  caseNumber: string = '';\n\n  /** Short client-facing summary of the request. */\n  @field({ type: 'text' })\n  subject: string = '';\n\n  /** Initial request text (the first inbound interaction's body). */\n  @field({ type: 'text' })\n  description: string = '';\n\n  @field({ type: 'text' })\n  status: SupportCaseStatus = 'new';\n\n  /** Queue ordering priority: `low` | `normal` | `high` | `urgent`. */\n  @field({ type: 'text' })\n  priority: string = 'normal';\n\n  /**\n   * Severity key resolved against the plan's severity definitions (e.g.\n   * `sev1`…`sev4`). Empty until triage/classification assigns one.\n   */\n  @field({ type: 'text' })\n  severity: string = '';\n\n  /** Classification category (AI- or human-assigned). Free vocabulary. */\n  @field({ type: 'text' })\n  category: string = '';\n\n  /** Whether the subject matter was flagged sensitive (handoff trigger). */\n  @field({ type: 'boolean' })\n  sensitive: boolean = false;\n\n  /** Origin transport kind (`chat` | `email` | …). */\n  @field({ type: 'text' })\n  channelKind: string = '';\n\n  /**\n   * The Client this Case belongs to (FR-29) — a `Person` or `Organization`\n   * Profile. Nullable so unmatched inbound email can park a Case for triage;\n   * intake marks those with `metadata.unresolvedClient`.\n   */\n  @crossPackageRef('@happyvertical/smrt-profiles:Profile', { nullable: true })\n  clientProfileId: string | null = null;\n\n  /** The person who opened the request, when distinct from the Client. */\n  @crossPackageRef('@happyvertical/smrt-profiles:Profile', { nullable: true })\n  openedByProfileId: string | null = null;\n\n  /**\n   * App-defined Project reference (a client initiative, not a repo board).\n   * Deliberately a plain string — the consuming app owns the Project concept.\n   */\n  @field({ type: 'text', nullable: true })\n  projectId: string | null = null;\n\n  /** Channel binding that created this case, when intake-created. */\n  @foreignKey('SupportChannelBinding')\n  bindingId: string | null = null;\n\n  /**\n   * Deterministic conversation key used by create-or-join intake dedup\n   * (e.g. `chat:<roomId>[:<threadId>]` or `email:<rfc-message-id>`).\n   */\n  @field({ type: 'text' })\n  threadKey: string = '';\n\n  /** Managed Support Plan governing this case, when one applies. */\n  @foreignKey('SupportPlan')\n  planId: string | null = null;\n\n  /**\n   * JSON snapshot of the plan terms captured when the plan was applied, so\n   * later plan edits never rewrite the terms a case was handled under.\n   * Read through {@link getPlanSnapshot}.\n   */\n  @field({ type: 'text' })\n  planSnapshot: string = '{}';\n\n  @foreignKey('SupportSpecialist')\n  assignedSpecialistId: string | null = null;\n\n  assignedAt: Date | null = null;\n\n  /** Client/plan preferred specialist considered first by routing (FR-30). */\n  @foreignKey('SupportSpecialist')\n  preferredSpecialistId: string | null = null;\n\n  /** Current escalation level (0 = never escalated). */\n  escalationLevel: number = 0;\n\n  escalatedAt: Date | null = null;\n\n  /** First outbound acknowledgement of any kind (starts as `null`). */\n  acknowledgedAt: Date | null = null;\n\n  /** First substantive outbound response (specialist or agent). */\n  firstRespondedAt: Date | null = null;\n\n  /** Set when the client explicitly requested a human (FR-28b). */\n  humanRequestedAt: Date | null = null;\n\n  resolvedAt: Date | null = null;\n\n  @crossPackageRef('@happyvertical/smrt-profiles:Profile', { nullable: true })\n  resolvedByProfileId: string | null = null;\n\n  /** How the case was resolved: `automated` | `human` | `delivery`. */\n  @field({ type: 'text' })\n  resolutionKind: string = '';\n\n  @field({ type: 'text' })\n  resolutionSummary: string = '';\n\n  closedAt: Date | null = null;\n\n  /** Times this case was reopened; prior resolutions live in case events. */\n  reopenCount: number = 0;\n\n  lastReopenedAt: Date | null = null;\n\n  /** Per-case escape hatch: disable the AI workflow for this case only. */\n  @field({ type: 'boolean' })\n  aiEnabled: boolean = true;\n\n  @field({ type: 'text' })\n  metadata: string = '{}';\n\n  /** Whether the case is in an open (not resolved/closed) state. */\n  isOpen(): boolean {\n    return OPEN_SUPPORT_CASE_STATUSES.includes(this.status);\n  }\n\n  getMetadata(): Record<string, unknown> {\n    return parseJsonField(this.metadata, {});\n  }\n\n  setMetadata(value: Record<string, unknown>): void {\n    this.metadata = JSON.stringify(value ?? {});\n  }\n\n  updateMetadata(patch: Record<string, unknown>): void {\n    this.setMetadata({ ...this.getMetadata(), ...patch });\n  }\n\n  getPlanSnapshot(): Record<string, unknown> {\n    return parseJsonField(this.planSnapshot, {});\n  }\n\n  setPlanSnapshot(value: Record<string, unknown>): void {\n    this.planSnapshot = JSON.stringify(value ?? {});\n  }\n\n  /**\n   * Capture the status the row was loaded with so the save-time guard can\n   * reject illegal flips made via raw field assignment.\n   */\n  override async initialize(): Promise<this> {\n    await super.initialize();\n    if (await this.isSaved()) {\n      loadedCaseStatus.set(this, this.status);\n    }\n    return this;\n  }\n\n  /** Validate the status transition before persisting, then save. */\n  override async save(): Promise<this> {\n    const prior = await this.resolvePriorStatus();\n    this.assertStatusTransition(prior);\n    const result = (await super.save()) as this;\n    loadedCaseStatus.set(this, this.status);\n    return result;\n  }\n\n  protected assertStatusTransition(prior: SupportCaseStatus | undefined): void {\n    if (prior === undefined) return; // new row — any starting status\n    if (prior === this.status) return; // no-op re-save\n    const allowed = SUPPORT_CASE_STATUS_TRANSITIONS[prior] ?? [];\n    if (!allowed.includes(this.status)) {\n      throw new Error(\n        `SupportCase ${this.caseNumber || this.id}: illegal status transition ` +\n          `'${prior}' → '${this.status}'.`,\n      );\n    }\n  }\n\n  /**\n   * Resolve the AUTHORITATIVE prior status. The WeakMap only covers rows\n   * hydrated through {@link initialize}; a `create({ id, _skipLoad: true })`\n   * upsert would otherwise look brand-new and skip the guard, so when the\n   * instance carries an id, read the persisted row directly (S5 #1390 idiom).\n   */\n  protected async resolvePriorStatus(): Promise<SupportCaseStatus | undefined> {\n    if (this.id) {\n      try {\n        const row = await this.db.get(this.tableName, { id: this.id });\n        if (row && row.status != null) {\n          return row.status as SupportCaseStatus;\n        }\n      } catch {\n        // DB not ready / table absent — fall through to the in-memory record.\n      }\n    }\n    return loadedCaseStatus.get(this);\n  }\n}\n\nexport class SupportCaseCollection extends SmrtCollection<SupportCase> {\n  static readonly _itemClass = SupportCase;\n\n  /**\n   * Find the open case an inbound interaction should join, by conversation\n   * key (create-or-join dedup, FR-28). Returns the most recently updated open\n   * case for the key, or `null` when a new case should be created.\n   */\n  async findOpenByThreadKey(\n    threadKey: string,\n    options: { bindingId?: string | null } = {},\n  ): Promise<SupportCase | null> {\n    const where: Record<string, unknown> = {\n      threadKey,\n      'status in': OPEN_SUPPORT_CASE_STATUSES,\n    };\n    if (options.bindingId !== undefined && options.bindingId !== null) {\n      where.bindingId = options.bindingId;\n    }\n    const matches = await this.list({\n      where,\n      orderBy: 'updated_at DESC',\n      limit: 1,\n    });\n    return matches[0] ?? null;\n  }\n\n  /** Queue listing with common filters, newest first. */\n  async findQueue(\n    options: {\n      status?: SupportCaseStatus | SupportCaseStatus[];\n      assignedSpecialistId?: string | null;\n      clientProfileId?: string;\n      projectId?: string;\n      openOnly?: boolean;\n      limit?: number;\n      offset?: number;\n    } = {},\n  ): Promise<SupportCase[]> {\n    const where: Record<string, unknown> = {};\n    if (options.status !== undefined) {\n      if (Array.isArray(options.status)) {\n        where['status in'] = options.status;\n      } else {\n        where.status = options.status;\n      }\n    } else if (options.openOnly) {\n      where['status in'] = OPEN_SUPPORT_CASE_STATUSES;\n    }\n    if (options.assignedSpecialistId !== undefined) {\n      where.assignedSpecialistId = options.assignedSpecialistId;\n    }\n    if (options.clientProfileId !== undefined) {\n      where.clientProfileId = options.clientProfileId;\n    }\n    if (options.projectId !== undefined) {\n      where.projectId = options.projectId;\n    }\n    return this.list({\n      where,\n      orderBy: 'updated_at DESC',\n      limit: options.limit ?? 50,\n      offset: options.offset ?? 0,\n    });\n  }\n}\n\nexport default SupportCase;\n","/**\n * SupportCaseEvent — append-only audit trail for a Support Case: creations,\n * transitions, assignments, AI runs, handoffs, escalations, target state\n * changes, work links, and reopens. Together with interactions this is the\n * \"complete Case context\" a Human Handoff transfers (FR-28b) and the reopen\n * history FR-29b preserves.\n *\n * Events are immutable: the generated surface is `list`/`get` only and the\n * service never updates an event after writing it.\n */\n\nimport {\n  crossPackageRef,\n  field,\n  foreignKey,\n  SmrtCollection,\n  SmrtObject,\n  smrt,\n} from '@happyvertical/smrt-core';\nimport { TenantScoped, tenantId } from '@happyvertical/smrt-tenancy';\nimport {\n  parseJsonField,\n  type SupportActorKind,\n  type SupportCaseEventType,\n} from '../types.js';\n\n@TenantScoped({ mode: 'optional' })\n@smrt({\n  tableName: 'support_case_events',\n  api: { include: ['list', 'get'] },\n  mcp: { include: ['list', 'get'] },\n  cli: { include: ['list', 'get'] },\n})\nexport class SupportCaseEvent extends SmrtObject {\n  @tenantId({ nullable: true })\n  tenantId: string | null = null;\n\n  @foreignKey('SupportCase', { required: true })\n  caseId: string = '';\n\n  @field({ type: 'text' })\n  eventType: SupportCaseEventType = 'note';\n\n  @field({ type: 'text' })\n  actorKind: SupportActorKind = 'system';\n\n  @crossPackageRef('@happyvertical/smrt-profiles:Profile', { nullable: true })\n  actorProfileId: string | null = null;\n\n  occurredAt: Date = new Date();\n\n  /** One-line human-readable summary for the case timeline. */\n  @field({ type: 'text' })\n  summary: string = '';\n\n  /** Structured event payload (transition from/to, rationale, evidence, …). */\n  @field({ type: 'text' })\n  payload: string = '{}';\n\n  getPayload(): Record<string, unknown> {\n    return parseJsonField(this.payload, {});\n  }\n\n  setPayload(value: Record<string, unknown>): void {\n    this.payload = JSON.stringify(value ?? {});\n  }\n}\n\nexport class SupportCaseEventCollection extends SmrtCollection<SupportCaseEvent> {\n  static readonly _itemClass = SupportCaseEvent;\n\n  /** All events for a case, oldest first. */\n  async forCase(\n    caseId: string,\n    options: { eventType?: SupportCaseEventType } = {},\n  ): Promise<SupportCaseEvent[]> {\n    const where: Record<string, unknown> = { caseId };\n    if (options.eventType !== undefined) {\n      where.eventType = options.eventType;\n    }\n    return this.list({ where, orderBy: 'occurred_at ASC' });\n  }\n}\n\nexport default SupportCaseEvent;\n","/**\n * SupportChannelBinding — marks a transport container (a chat room, an email\n * account) as a Managed Support intake channel. Inbound activity on a bound\n * container creates-or-joins Support Cases; unbound containers are never\n * touched, so ordinary chat rooms and mailboxes stay out of the support\n * system.\n *\n * Bindings are configuration (operator-managed), so unlike the case-side\n * models they expose full generated CRUD.\n */\n\nimport {\n  crossPackageRef,\n  field,\n  foreignKey,\n  SmrtCollection,\n  SmrtObject,\n  smrt,\n} from '@happyvertical/smrt-core';\nimport { TenantScoped, tenantId } from '@happyvertical/smrt-tenancy';\nimport {\n  parseJsonField,\n  parseStringArrayField,\n  type SupportBindingKind,\n  type SupportChannelKind,\n} from '../types.js';\n\n@TenantScoped({ mode: 'optional' })\n@smrt({\n  tableName: 'support_channel_bindings',\n  api: { include: ['list', 'get', 'create', 'update', 'delete'] },\n  mcp: { include: ['list', 'get'] },\n  cli: { include: ['list', 'get'] },\n  conflictColumns: ['target_type', 'target_id'],\n})\nexport class SupportChannelBinding extends SmrtObject {\n  @tenantId({ nullable: true })\n  tenantId: string | null = null;\n\n  /** Operator-facing binding name (inherited `name` is the display label). */\n  name: string = '';\n\n  @field({ type: 'text' })\n  bindingKind: SupportBindingKind = 'chat_room';\n\n  /** Channel kind interactions from this binding are recorded as. */\n  @field({ type: 'text' })\n  channelKind: SupportChannelKind = 'chat';\n\n  /**\n   * Qualified class of the bound container, e.g.\n   * `@happyvertical/smrt-chat:ChatRoom` or\n   * `@happyvertical/smrt-messages:EmailAccount`.\n   */\n  @field({ type: 'text' })\n  targetType: string = '';\n\n  /** Id of the bound container row. */\n  @field({ type: 'text' })\n  targetId: string = '';\n\n  /**\n   * Default Client for cases created from this binding (e.g. a dedicated\n   * client support room). When null, intake resolves the client from the\n   * interaction author (chat) or sender lookup (email).\n   */\n  @crossPackageRef('@happyvertical/smrt-profiles:Profile', { nullable: true })\n  clientProfileId: string | null = null;\n\n  /** Default app-defined Project reference for cases from this binding. */\n  @field({ type: 'text', nullable: true })\n  projectId: string | null = null;\n\n  /** Managed Support Plan applied to cases created from this binding. */\n  @foreignKey('SupportPlan')\n  planId: string | null = null;\n\n  @field({ type: 'boolean' })\n  enabled: boolean = true;\n\n  /**\n   * Addresses belonging to the provider side of an email binding — inbound\n   * sync skips messages sent FROM these (they are our own outbound mail).\n   * JSON array of e-mail addresses, matched case-insensitively.\n   */\n  @field({ type: 'text' })\n  selfAddresses: string = '[]';\n\n  @field({ type: 'text' })\n  metadata: string = '{}';\n\n  getSelfAddresses(): string[] {\n    return parseStringArrayField(this.selfAddresses).map((address) =>\n      address.toLowerCase(),\n    );\n  }\n\n  setSelfAddresses(addresses: string[]): void {\n    this.selfAddresses = JSON.stringify(addresses ?? []);\n  }\n\n  getMetadata(): Record<string, unknown> {\n    return parseJsonField(this.metadata, {});\n  }\n\n  setMetadata(value: Record<string, unknown>): void {\n    this.metadata = JSON.stringify(value ?? {});\n  }\n}\n\nexport class SupportChannelBindingCollection extends SmrtCollection<SupportChannelBinding> {\n  static readonly _itemClass = SupportChannelBinding;\n\n  /** Find the enabled binding for a transport container, if any. */\n  async findForTarget(\n    targetType: string,\n    targetId: string,\n  ): Promise<SupportChannelBinding | null> {\n    const matches = await this.list({\n      where: { targetType, targetId, enabled: true },\n      limit: 1,\n    });\n    return matches[0] ?? null;\n  }\n}\n\nexport default SupportChannelBinding;\n","/**\n * SupportCompensationPlan — the provider-facing **Support Compensation Plan**\n * (FR-32/FR-35): the effective-dated terms under which a Support Specialist\n * earns for delivered support time. Deliberately separate from\n * {@link SupportPlan} (client pricing) so margin stays measurable and client\n * terms never leak provider terms.\n *\n * Resolution: the specialist-specific plan effective at the work instant\n * wins; otherwise the tenant default (`specialistId` null) effective at that\n * instant applies.\n */\n\nimport {\n  field,\n  foreignKey,\n  SmrtCollection,\n  SmrtObject,\n  smrt,\n} from '@happyvertical/smrt-core';\nimport { TenantScoped, tenantId } from '@happyvertical/smrt-tenancy';\nimport { parseJsonField } from '../types.js';\n\n// Provider earning terms are written only through the\n// `support.manage-plans`-gated `SupportPlanAdminService`; the generated\n// surface stays read-only (see SupportPlan for the rationale).\n@TenantScoped({ mode: 'optional' })\n@smrt({\n  tableName: 'support_compensation_plans',\n  api: { include: ['list', 'get'] },\n  mcp: { include: ['list', 'get'] },\n  cli: { include: ['list', 'get'] },\n  conflictColumns: ['tenant_id', 'specialist_id', 'effective_from'],\n})\nexport class SupportCompensationPlan extends SmrtObject {\n  @tenantId({ nullable: true })\n  tenantId: string | null = null;\n\n  /** Specialist this plan compensates; null = tenant default plan. */\n  @foreignKey('SupportSpecialist')\n  specialistId: string | null = null;\n\n  /** Display name (inherited `name`; uniqueness comes from conflictColumns). */\n  name: string = '';\n\n  /** Hourly earning rate for delivered support time. */\n  hourlyRate: number = 0.0;\n\n  @field({ type: 'text' })\n  currency: string = 'USD';\n\n  /** Effective-dating: null bounds mean open-ended. */\n  effectiveFrom: Date | null = null;\n\n  effectiveTo: Date | null = null;\n\n  /** `active` | `archived`. */\n  @field({ type: 'text' })\n  status: string = 'active';\n\n  /** Additional agreement terms (JSON object; free-form, snapshotted). */\n  @field({ type: 'text' })\n  terms: string = '{}';\n\n  getTerms(): Record<string, unknown> {\n    return parseJsonField(this.terms, {});\n  }\n\n  setTerms(value: Record<string, unknown>): void {\n    this.terms = JSON.stringify(value ?? {});\n  }\n\n  /** Whether the plan is effective at the given instant. */\n  isEffectiveAt(at: Date = new Date()): boolean {\n    if (this.status !== 'active') return false;\n    if (this.effectiveFrom && at < this.effectiveFrom) return false;\n    if (this.effectiveTo && at >= this.effectiveTo) return false;\n    return true;\n  }\n}\n\nexport class SupportCompensationPlanCollection extends SmrtCollection<SupportCompensationPlan> {\n  static readonly _itemClass = SupportCompensationPlan;\n\n  /**\n   * Resolve the plan compensating a specialist at a work instant:\n   * specialist-specific first, then the tenant default. Ties (overlapping\n   * effective ranges) prefer an exact tenant match over a global\n   * (NULL-tenant) plan, then the latest `effectiveFrom`.\n   *\n   * Pass `options.tenantId` (the work's tenant) whenever resolution may run\n   * without an ambient tenant context (system/job paths list across\n   * tenants): candidates are then limited to that tenant's plans plus\n   * global NULL-tenant plans, so another tenant's default can never price\n   * this tenant's work.\n   */\n  async resolveForSpecialist(\n    specialistId: string,\n    at: Date = new Date(),\n    options: { tenantId?: string | null } = {},\n  ): Promise<SupportCompensationPlan | null> {\n    const candidates = await this.list({\n      where: { status: 'active' },\n    });\n    const tenantId = options.tenantId;\n    const effective = candidates.filter(\n      (plan) =>\n        plan.isEffectiveAt(at) &&\n        (tenantId === undefined ||\n          plan.tenantId === null ||\n          plan.tenantId === tenantId),\n    );\n    const pick = (plans: SupportCompensationPlan[]) =>\n      plans.sort((a, b) => {\n        if (tenantId !== undefined) {\n          const aExact = a.tenantId === tenantId ? 1 : 0;\n          const bExact = b.tenantId === tenantId ? 1 : 0;\n          if (aExact !== bExact) return bExact - aExact;\n        }\n        return (\n          (b.effectiveFrom?.getTime() ?? 0) - (a.effectiveFrom?.getTime() ?? 0)\n        );\n      })[0] ?? null;\n    const specific = pick(\n      effective.filter((plan) => plan.specialistId === specialistId),\n    );\n    if (specific) return specific;\n    return pick(effective.filter((plan) => plan.specialistId === null));\n  }\n}\n\nexport default SupportCompensationPlan;\n","/**\n * SupportInteraction — a channel-neutral transport record attached to a\n * Support Case (FR-28/FR-29): one row per message/chat/email/voice exchange,\n * preserving chronology and transport metadata. The channel row (a\n * `ChatMessage`, an `Email`, …) stays in its own package; this row links it\n * via a qualified `sourceType`/`sourceId` pair and a globally unique\n * `sourceKey` so re-ingesting the same transport record is idempotent.\n *\n * Internal model — writes go through {@link SupportCaseService}. Generated\n * surface is read-only.\n */\n\nimport {\n  crossPackageRef,\n  field,\n  foreignKey,\n  SmrtCollection,\n  SmrtObject,\n  smrt,\n} from '@happyvertical/smrt-core';\nimport { TenantScoped, tenantId } from '@happyvertical/smrt-tenancy';\nimport {\n  parseJsonField,\n  type SupportActorKind,\n  type SupportChannelKind,\n  type SupportInteractionDirection,\n} from '../types.js';\n\n@TenantScoped({ mode: 'optional' })\n@smrt({\n  tableName: 'support_interactions',\n  api: { include: ['list', 'get'] },\n  mcp: { include: ['list', 'get'] },\n  cli: { include: ['list', 'get'] },\n  conflictColumns: ['source_key'],\n})\nexport class SupportInteraction extends SmrtObject {\n  @tenantId({ nullable: true })\n  tenantId: string | null = null;\n\n  @foreignKey('SupportCase', { required: true })\n  caseId: string = '';\n\n  @field({ type: 'text' })\n  direction: SupportInteractionDirection = 'inbound';\n\n  @field({ type: 'text' })\n  channelKind: SupportChannelKind = 'chat';\n\n  @field({ type: 'text' })\n  actorKind: SupportActorKind = 'client';\n\n  /** Author identity when known (client contact, specialist, bot profile). */\n  @crossPackageRef('@happyvertical/smrt-profiles:Profile', { nullable: true })\n  authorProfileId: string | null = null;\n\n  /** When the exchange happened on its channel (not when it was ingested). */\n  occurredAt: Date = new Date();\n\n  /** Denormalized text body for the case timeline (source stays canonical). */\n  @field({ type: 'text' })\n  body: string = '';\n\n  /**\n   * Qualified class of the source transport record, e.g.\n   * `@happyvertical/smrt-chat:ChatMessage` or\n   * `@happyvertical/smrt-messages:Email`. Null for manual notes.\n   */\n  @field({ type: 'text', nullable: true })\n  sourceType: string | null = null;\n\n  /** Id of the source transport record. Null for manual notes. */\n  @field({ type: 'text', nullable: true })\n  sourceId: string | null = null;\n\n  /**\n   * Globally unique idempotency key for intake dedup (`conflictColumns`):\n   * `chat:<messageId>`, `email:<emailId>`, or `manual:<uuid>` for\n   * service-authored notes.\n   */\n  @field({ type: 'text' })\n  sourceKey: string = '';\n\n  /**\n   * RFC 822 Message-ID for email interactions — a first-class column so\n   * reply threading (`In-Reply-To` joins) is a keyed lookup instead of a\n   * bounded metadata scan. Empty for non-email interactions.\n   */\n  @field({ type: 'text' })\n  rfcMessageId: string = '';\n\n  @field({ type: 'text' })\n  metadata: string = '{}';\n\n  getMetadata(): Record<string, unknown> {\n    return parseJsonField(this.metadata, {});\n  }\n\n  setMetadata(value: Record<string, unknown>): void {\n    this.metadata = JSON.stringify(value ?? {});\n  }\n}\n\nexport class SupportInteractionCollection extends SmrtCollection<SupportInteraction> {\n  static readonly _itemClass = SupportInteraction;\n\n  /** All interactions for a case in channel chronology (oldest first). */\n  async forCase(caseId: string): Promise<SupportInteraction[]> {\n    return this.list({\n      where: { caseId },\n      orderBy: 'occurred_at ASC',\n    });\n  }\n\n  /** Look up an interaction by its idempotency key. */\n  async bySourceKey(sourceKey: string): Promise<SupportInteraction | null> {\n    const matches = await this.list({ where: { sourceKey }, limit: 1 });\n    return matches[0] ?? null;\n  }\n\n  /** Keyed lookup of an email interaction by its RFC 822 Message-ID. */\n  async byRfcMessageId(\n    rfcMessageId: string,\n  ): Promise<SupportInteraction | null> {\n    if (!rfcMessageId) {\n      return null;\n    }\n    const matches = await this.list({ where: { rfcMessageId }, limit: 1 });\n    return matches[0] ?? null;\n  }\n}\n\nexport default SupportInteraction;\n","/**\n * SupportPlan — the client-facing **Managed Support Plan** (FR-31): coverage\n * hours and channels, severity definitions, acknowledgement / response /\n * update / resolution Service Targets, pause rules, escalation policy, an\n * availability fee, included support time, and metered overage pricing.\n *\n * Pure hourly support is a plan with zero availability fee and zero included\n * minutes. A Service Target here is an operational objective — it becomes a\n * contractual Service Level Agreement only in the governing agreement, which\n * is out of this package's scope.\n *\n * Client pricing lives here; Support Specialist earnings live in the separate\n * {@link SupportCompensationPlan} — the two are never merged (FR-32/FR-35).\n *\n * `subscriptionPlanKey` optionally binds the plan to a\n * `@happyvertical/smrt-subscriptions` plan by its natural key for entitlement\n * checks — a string reference, deliberately not a package dependency.\n */\n\nimport {\n  field,\n  SmrtCollection,\n  SmrtObject,\n  smrt,\n} from '@happyvertical/smrt-core';\nimport { TenantScoped, tenantId } from '@happyvertical/smrt-tenancy';\nimport {\n  type CoverageWindow,\n  DEFAULT_SEVERITY_DEFINITIONS,\n  type EscalationStep,\n  parseJsonField,\n  parseStringArrayField,\n  type ServiceTargetMinutes,\n  type SeverityDefinition,\n  type TimeApprovalPolicy,\n} from '../types.js';\n\n/** Default target minutes applied when a plan omits a severity's targets. */\nexport const DEFAULT_TARGET_MINUTES: ServiceTargetMinutes = {\n  acknowledgementMinutes: 60,\n  responseMinutes: 240,\n  updateMinutes: null,\n  resolutionMinutes: null,\n};\n\n// Commercial terms are written only through the `support.manage-plans`-gated\n// `SupportPlanAdminService` — the generated surface stays read-only so an\n// authenticated caller cannot rewrite pricing/service terms via CRUD routes\n// (`create` would even upsert over `conflictColumns`).\n@TenantScoped({ mode: 'optional' })\n@smrt({\n  tableName: 'support_plans',\n  api: { include: ['list', 'get'] },\n  mcp: { include: ['list', 'get'] },\n  cli: { include: ['list', 'get'] },\n  conflictColumns: ['tenant_id', 'plan_key'],\n})\nexport class SupportPlan extends SmrtObject {\n  @tenantId({ nullable: true })\n  tenantId: string | null = null;\n\n  /** Natural key, unique per tenant (`conflictColumns`). */\n  @field({ type: 'text' })\n  planKey: string = '';\n\n  /** Display name (inherited `name` field). */\n  name: string = '';\n\n  @field({ type: 'text' })\n  description: string = '';\n\n  /** `draft` | `active` | `archived`. */\n  @field({ type: 'text' })\n  status: string = 'active';\n\n  /** Channels this plan covers (JSON array of channel kinds). */\n  @field({ type: 'text' })\n  channels: string = '[\"chat\",\"email\"]';\n\n  /** IANA timezone the coverage calendar is expressed in. */\n  @field({ type: 'text' })\n  timezone: string = 'UTC';\n\n  /**\n   * Coverage calendar: JSON array of {@link CoverageWindow}. Empty array\n   * means 24×7 coverage (clocks always run).\n   */\n  @field({ type: 'text' })\n  coverage: string = '[]';\n\n  /** Holiday dates excluded from coverage (JSON array of `YYYY-MM-DD`). */\n  @field({ type: 'text' })\n  holidays: string = '[]';\n\n  /**\n   * Severity vocabulary for this plan: JSON map of severity key →\n   * {@link SeverityDefinition}. Empty object falls back to\n   * `DEFAULT_SEVERITY_DEFINITIONS`.\n   */\n  @field({ type: 'text' })\n  severityDefinitions: string = '{}';\n\n  /**\n   * Service Targets per severity: JSON map of severity key →\n   * {@link ServiceTargetMinutes}. Missing severities fall back to\n   * `DEFAULT_TARGET_MINUTES`; explicit `null` minutes disable that clock.\n   */\n  @field({ type: 'text' })\n  targets: string = '{}';\n\n  /**\n   * Case statuses that pause Service Target clocks (FR-29b: waiting periods\n   * pause clocks only when the plan says so). JSON array of statuses.\n   */\n  @field({ type: 'text' })\n  pauseStatuses: string = '[\"waiting_on_client\"]';\n\n  /** Escalation policy: JSON array of {@link EscalationStep}, level order. */\n  @field({ type: 'text' })\n  escalationPolicy: string = '[]';\n\n  /** Recurring availability/retainer fee (0.0 = pure hourly support). */\n  availabilityFeeAmount: number = 0.0;\n\n  @field({ type: 'text' })\n  currency: string = 'USD';\n\n  /** Included support minutes per period (0 = none included). */\n  includedMinutes: number = 0;\n\n  /** Metered hourly rate for time beyond the included minutes. */\n  overageHourlyRate: number = 0.0;\n\n  /** Premium hourly rate for on-call work (0.0 = use overage rate). */\n  onCallHourlyRate: number = 0.0;\n\n  /**\n   * Time-entry approval policy for work under this plan (FR-36): JSON\n   * {@link TimeApprovalPolicy}. Empty object = operator approval.\n   */\n  @field({ type: 'text' })\n  timeApprovalPolicy: string = '{}';\n\n  /** Optional `@happyvertical/smrt-subscriptions` plan natural key binding. */\n  @field({ type: 'text' })\n  subscriptionPlanKey: string = '';\n\n  @field({ type: 'text' })\n  metadata: string = '{}';\n\n  getChannels(): string[] {\n    return parseStringArrayField(this.channels);\n  }\n\n  setChannels(channels: string[]): void {\n    this.channels = JSON.stringify(channels ?? []);\n  }\n\n  getCoverage(): CoverageWindow[] {\n    const parsed = parseJsonField<CoverageWindow[]>(this.coverage, []);\n    return Array.isArray(parsed) ? parsed : [];\n  }\n\n  setCoverage(windows: CoverageWindow[]): void {\n    this.coverage = JSON.stringify(windows ?? []);\n  }\n\n  getHolidays(): string[] {\n    return parseStringArrayField(this.holidays);\n  }\n\n  setHolidays(dates: string[]): void {\n    this.holidays = JSON.stringify(dates ?? []);\n  }\n\n  getSeverityDefinitions(): Record<string, SeverityDefinition> {\n    const parsed = parseJsonField<Record<string, SeverityDefinition>>(\n      this.severityDefinitions,\n      {},\n    );\n    return Object.keys(parsed).length > 0\n      ? parsed\n      : { ...DEFAULT_SEVERITY_DEFINITIONS };\n  }\n\n  setSeverityDefinitions(defs: Record<string, SeverityDefinition>): void {\n    this.severityDefinitions = JSON.stringify(defs ?? {});\n  }\n\n  getTargets(): Record<string, Partial<ServiceTargetMinutes>> {\n    return parseJsonField(this.targets, {});\n  }\n\n  setTargets(targets: Record<string, Partial<ServiceTargetMinutes>>): void {\n    this.targets = JSON.stringify(targets ?? {});\n  }\n\n  /** Effective target minutes for a severity, with defaults applied. */\n  targetsForSeverity(severity: string): ServiceTargetMinutes {\n    const configured = this.getTargets()[severity] ?? {};\n    return { ...DEFAULT_TARGET_MINUTES, ...configured };\n  }\n\n  getPauseStatuses(): string[] {\n    return parseStringArrayField(this.pauseStatuses);\n  }\n\n  setPauseStatuses(statuses: string[]): void {\n    this.pauseStatuses = JSON.stringify(statuses ?? []);\n  }\n\n  getEscalationPolicy(): EscalationStep[] {\n    const parsed = parseJsonField<EscalationStep[]>(this.escalationPolicy, []);\n    return Array.isArray(parsed) ? parsed : [];\n  }\n\n  setEscalationPolicy(steps: EscalationStep[]): void {\n    this.escalationPolicy = JSON.stringify(steps ?? []);\n  }\n\n  getTimeApprovalPolicy(): TimeApprovalPolicy {\n    const parsed = parseJsonField<Partial<TimeApprovalPolicy>>(\n      this.timeApprovalPolicy,\n      {},\n    );\n    return { mode: 'operator', ...parsed };\n  }\n\n  setTimeApprovalPolicy(policy: TimeApprovalPolicy): void {\n    this.timeApprovalPolicy = JSON.stringify(policy ?? {});\n  }\n\n  getMetadata(): Record<string, unknown> {\n    return parseJsonField(this.metadata, {});\n  }\n\n  setMetadata(value: Record<string, unknown>): void {\n    this.metadata = JSON.stringify(value ?? {});\n  }\n\n  /**\n   * The plan terms captured onto a case at apply time (`planSnapshot`), so\n   * later plan edits never rewrite the terms a case was handled under.\n   */\n  snapshotTerms(): Record<string, unknown> {\n    return {\n      planId: this.id,\n      planKey: this.planKey,\n      name: this.name,\n      timezone: this.timezone,\n      channels: this.getChannels(),\n      coverage: this.getCoverage(),\n      holidays: this.getHolidays(),\n      severityDefinitions: this.getSeverityDefinitions(),\n      targets: this.getTargets(),\n      pauseStatuses: this.getPauseStatuses(),\n      escalationPolicy: this.getEscalationPolicy(),\n      availabilityFeeAmount: this.availabilityFeeAmount,\n      currency: this.currency,\n      includedMinutes: this.includedMinutes,\n      overageHourlyRate: this.overageHourlyRate,\n      onCallHourlyRate: this.onCallHourlyRate,\n      timeApprovalPolicy: this.getTimeApprovalPolicy(),\n      subscriptionPlanKey: this.subscriptionPlanKey,\n      capturedAt: new Date().toISOString(),\n    };\n  }\n}\n\nexport class SupportPlanCollection extends SmrtCollection<SupportPlan> {\n  static readonly _itemClass = SupportPlan;\n\n  async byPlanKey(planKey: string): Promise<SupportPlan | null> {\n    const matches = await this.list({ where: { planKey }, limit: 1 });\n    return matches[0] ?? null;\n  }\n}\n\nexport default SupportPlan;\n","/**\n * SupportPolicy — governs what the AI support workflow may do without a human\n * (FR-28a/FR-28b): which phases run automatically, whether low-risk\n * resolutions may complete autonomously, the confidence floor, sensitive\n * categories, and the tool whitelist for troubleshooting.\n *\n * Resolution is most-specific-wins per case: `(planId, projectId)` exact →\n * `planId` → `projectId` → tenant default (both null) → the package's\n * conservative built-in defaults (see `DEFAULT_SUPPORT_POLICY`). Policies are\n * operator configuration, so they expose full generated CRUD.\n */\n\nimport {\n  field,\n  foreignKey,\n  SmrtCollection,\n  SmrtObject,\n  smrt,\n} from '@happyvertical/smrt-core';\nimport { TenantScoped, tenantId } from '@happyvertical/smrt-tenancy';\nimport { parseJsonField, parseStringArrayField } from '../types.js';\n\n/**\n * Conservative defaults applied when no SupportPolicy row matches: the AI\n * acknowledges, classifies, and answers, but never closes a case or executes\n * tools until a policy explicitly enables it. Handoff triggers are always\n * active regardless of policy.\n */\nexport const DEFAULT_SUPPORT_POLICY = {\n  autoAcknowledge: true,\n  autoClassify: true,\n  autoAnswer: true,\n  autoTroubleshoot: false,\n  autoResolve: false,\n  autoResolveMaxSeverity: '',\n  confidenceThreshold: 0.7,\n  maxAutoAttempts: 1,\n  autoSendEmailReplies: false,\n  sensitiveCategories: [] as string[],\n  allowedTools: [] as string[],\n} as const;\n\n@TenantScoped({ mode: 'optional' })\n@smrt({\n  tableName: 'support_policies',\n  api: { include: ['list', 'get', 'create', 'update', 'delete'] },\n  mcp: { include: ['list', 'get'] },\n  cli: { include: ['list', 'get'] },\n  conflictColumns: ['tenant_id', 'name'],\n})\nexport class SupportPolicy extends SmrtObject {\n  @tenantId({ nullable: true })\n  tenantId: string | null = null;\n\n  /** Policy name, unique per tenant (`conflictColumns`). */\n  name: string = '';\n\n  /** Scope: applies to cases under this plan (null = any plan). */\n  @foreignKey('SupportPlan')\n  planId: string | null = null;\n\n  /** Scope: applies to cases for this app-defined project (null = any). */\n  @field({ type: 'text', nullable: true })\n  projectId: string | null = null;\n\n  @field({ type: 'boolean' })\n  enabled: boolean = true;\n\n  /** Immediately acknowledge new inbound cases. */\n  @field({ type: 'boolean' })\n  autoAcknowledge: boolean = true;\n\n  /** Classify severity/category/sensitivity on intake. */\n  @field({ type: 'boolean' })\n  autoClassify: boolean = true;\n\n  /** Post an automated answer using scoped knowledge. */\n  @field({ type: 'boolean' })\n  autoAnswer: boolean = true;\n\n  /** Run tool-executing troubleshooting (gated OFF by default). */\n  @field({ type: 'boolean' })\n  autoTroubleshoot: boolean = false;\n\n  /** Allow the AI to resolve (close out) low-risk cases (OFF by default). */\n  @field({ type: 'boolean' })\n  autoResolve: boolean = false;\n\n  /**\n   * Highest severity the AI may auto-resolve (e.g. `sev4` = questions only).\n   * Empty means \"no severity is eligible\" even when `autoResolve` is true.\n   */\n  @field({ type: 'text' })\n  autoResolveMaxSeverity: string = '';\n\n  /**\n   * Confidence floor for automated answers/resolutions; below it the workflow\n   * triggers a `low_confidence` Human Handoff.\n   */\n  confidenceThreshold: number = 0.7;\n\n  /** Max automated resolution attempts before a `failed_resolution` handoff. */\n  maxAutoAttempts: number = 1;\n\n  /** Whether automated email replies may be sent (vs drafted) — OFF default. */\n  @field({ type: 'boolean' })\n  autoSendEmailReplies: boolean = false;\n\n  /**\n   * Categories considered sensitive: classification into one of these always\n   * triggers a Human Handoff (FR-28b). JSON array of category keys.\n   */\n  @field({ type: 'text' })\n  sensitiveCategories: string = '[]';\n\n  /** Tool ids the troubleshooting phase may execute. JSON array, fail-closed. */\n  @field({ type: 'text' })\n  allowedTools: string = '[]';\n\n  @field({ type: 'text' })\n  metadata: string = '{}';\n\n  getSensitiveCategories(): string[] {\n    return parseStringArrayField(this.sensitiveCategories);\n  }\n\n  setSensitiveCategories(categories: string[]): void {\n    this.sensitiveCategories = JSON.stringify(categories ?? []);\n  }\n\n  getAllowedTools(): string[] {\n    return parseStringArrayField(this.allowedTools);\n  }\n\n  setAllowedTools(tools: string[]): void {\n    this.allowedTools = JSON.stringify(tools ?? []);\n  }\n\n  getMetadata(): Record<string, unknown> {\n    return parseJsonField(this.metadata, {});\n  }\n\n  setMetadata(value: Record<string, unknown>): void {\n    this.metadata = JSON.stringify(value ?? {});\n  }\n\n  /** Specificity rank for resolution: exact scope wins over partial. */\n  scopeRank(): number {\n    let rank = 0;\n    if (this.planId) rank += 2;\n    if (this.projectId) rank += 1;\n    return rank;\n  }\n}\n\nexport class SupportPolicyCollection extends SmrtCollection<SupportPolicy> {\n  static readonly _itemClass = SupportPolicy;\n\n  /**\n   * Resolve the effective policy for a case scope, most-specific-wins.\n   * Returns `null` when no enabled policy matches (callers then apply\n   * {@link DEFAULT_SUPPORT_POLICY}).\n   */\n  async resolveForScope(options: {\n    planId?: string | null;\n    projectId?: string | null;\n  }): Promise<SupportPolicy | null> {\n    const policies = await this.list({ where: { enabled: true } });\n    const planId = options.planId ?? null;\n    const projectId = options.projectId ?? null;\n    const applicable = policies.filter((policy) => {\n      if (policy.planId && policy.planId !== planId) return false;\n      if (policy.projectId && policy.projectId !== projectId) return false;\n      return true;\n    });\n    applicable.sort((a, b) => b.scopeRank() - a.scopeRank());\n    return applicable[0] ?? null;\n  }\n}\n\nexport default SupportPolicy;\n","/**\n * Service Target clocks and escalations (FR-30/FR-31).\n *\n * - **SupportServiceTarget** — one acknowledgement/response/update/resolution\n *   clock on a case, derived from the applicable plan's targets, coverage\n *   calendar, and pause rules. `escalationJobId` holds the one-shot\n *   `_smrt_jobs` row scheduled at `dueAt` so satisfying the target can cancel\n *   the pending escalation.\n * - **SupportEscalation** — the auditable record of one escalation firing\n *   (target breach, target risk, manual, or AI-triggered).\n *\n * Both are written by the target engine / case service only; generated\n * surfaces are read-only.\n */\n\nimport {\n  field,\n  foreignKey,\n  SmrtCollection,\n  SmrtObject,\n  smrt,\n} from '@happyvertical/smrt-core';\nimport { backgroundEligible } from '@happyvertical/smrt-jobs';\nimport { TenantScoped, tenantId } from '@happyvertical/smrt-tenancy';\nimport {\n  parseJsonField,\n  parseStringArrayField,\n  type ServiceTargetStatus,\n  type ServiceTargetType,\n  type SupportEscalationReason,\n} from '../types.js';\n\n/** Outcome of one {@link SupportServiceTarget.checkAndEscalate} delivery. */\nexport interface CheckAndEscalateResult {\n  outcome: 'breached' | 'escalated' | 'rescheduled' | 'noop' | 'missing';\n}\n\n@TenantScoped({ mode: 'optional' })\n@smrt({\n  tableName: 'support_service_targets',\n  api: { include: ['list', 'get'] },\n  mcp: { include: ['list', 'get'] },\n  cli: { include: ['list', 'get'] },\n  conflictColumns: ['case_id', 'target_type', 'cycle'],\n})\nexport class SupportServiceTarget extends SmrtObject {\n  @tenantId({ nullable: true })\n  tenantId: string | null = null;\n\n  @foreignKey('SupportCase', { required: true })\n  caseId: string = '';\n\n  @field({ type: 'text' })\n  targetType: ServiceTargetType = 'acknowledgement';\n\n  /**\n   * Recurrence cycle for repeating clocks (`update` restarts after each\n   * update). One-shot clocks stay at cycle 0.\n   */\n  cycle: number = 0;\n\n  /** Severity key the minutes were derived from (audit). */\n  @field({ type: 'text' })\n  severity: string = '';\n\n  /** Configured clock length in covered minutes. */\n  baseMinutes: number = 0;\n\n  /** When the clock started running. */\n  startedAt: Date = new Date();\n\n  /** Current deadline, in wall-clock time (recomputed on pause/resume). */\n  dueAt: Date = new Date();\n\n  @field({ type: 'text' })\n  status: ServiceTargetStatus = 'pending';\n\n  /** Set while the clock is paused (plan pause rules). */\n  pausedAt: Date | null = null;\n\n  /** Accumulated paused time, excluded from the clock. */\n  pausedTotalSeconds: number = 0;\n\n  satisfiedAt: Date | null = null;\n\n  breachedAt: Date | null = null;\n\n  cancelledAt: Date | null = null;\n\n  /** One-shot `_smrt_jobs` id scheduled for `dueAt` (cancel on satisfy). */\n  @field({ type: 'text' })\n  escalationJobId: string = '';\n\n  @field({ type: 'text' })\n  metadata: string = '{}';\n\n  getMetadata(): Record<string, unknown> {\n    return parseJsonField(this.metadata, {});\n  }\n\n  setMetadata(value: Record<string, unknown>): void {\n    this.metadata = JSON.stringify(value ?? {});\n  }\n\n  isRunning(): boolean {\n    return this.status === 'pending';\n  }\n\n  /**\n   * One-shot escalation job entry point, delivered at-least-once by the\n   * jobs runner at `dueAt` (and again for delayed policy steps). Reloads its\n   * own persisted state first, so stale deliveries are harmless:\n   *\n   * - not `pending` and no due pending-escalation marker → no-op (already\n   *   satisfied/cancelled/paused, or an already-breached clock without a due\n   *   follow-up step);\n   * - `pending` with `dueAt` in the future → no-op (the clock was\n   *   rescheduled after this job was enqueued);\n   * - `pending` and overdue → mark breached and escalate through the plan's\n   *   escalation policy;\n   * - `breached` with a due pending-escalation marker → continue with the\n   *   next policy step.\n   *\n   * The engine is imported dynamically to avoid a static model → service\n   * cycle. `args.at` (ISO string or `Date`) pins \"now\" for deterministic\n   * tests; the runner passes no args, so production uses wall-clock time.\n   */\n  @backgroundEligible()\n  async checkAndEscalate(\n    args?: Record<string, unknown>,\n    _context?: unknown,\n  ): Promise<CheckAndEscalateResult> {\n    const rawAt = args?.at;\n    const at =\n      rawAt instanceof Date\n        ? rawAt\n        : typeof rawAt === 'string' && !Number.isNaN(new Date(rawAt).getTime())\n          ? new Date(rawAt)\n          : new Date();\n\n    if (!this.id) {\n      return { outcome: 'missing' };\n    }\n    // Load fresh, authoritative state — the enqueued row may be stale.\n    const targets = await SupportServiceTargetCollection.create({\n      db: this.db,\n    });\n    const fresh = await targets.get({ id: this.id });\n    if (!fresh) {\n      return { outcome: 'missing' };\n    }\n\n    if (fresh.status === 'pending') {\n      if (fresh.dueAt.getTime() > at.getTime()) {\n        return { outcome: 'rescheduled' };\n      }\n      fresh.breachedAt = at;\n      fresh.status = 'breached';\n      await fresh.save();\n      const { ServiceTargetEngine } = await import(\n        '../services/service-target-engine.js'\n      );\n      const engine = await ServiceTargetEngine.create({ db: this.db });\n      await engine.escalateForBreach(fresh, { at });\n      return { outcome: 'breached' };\n    }\n\n    if (fresh.status === 'breached') {\n      const { ServiceTargetEngine } = await import(\n        '../services/service-target-engine.js'\n      );\n      const engine = await ServiceTargetEngine.create({ db: this.db });\n      const continued = await engine.continueEscalation(fresh, at);\n      return { outcome: continued ? 'escalated' : 'noop' };\n    }\n\n    return { outcome: 'noop' };\n  }\n}\n\nexport class SupportServiceTargetCollection extends SmrtCollection<SupportServiceTarget> {\n  static readonly _itemClass = SupportServiceTarget;\n\n  async forCase(caseId: string): Promise<SupportServiceTarget[]> {\n    return this.list({ where: { caseId }, orderBy: 'created_at ASC' });\n  }\n\n  /** Active clock of a type on a case (highest cycle wins). */\n  async activeTarget(\n    caseId: string,\n    targetType: ServiceTargetType,\n  ): Promise<SupportServiceTarget | null> {\n    const matches = await this.list({\n      where: { caseId, targetType, 'status in': ['pending', 'paused'] },\n      orderBy: 'cycle DESC',\n      limit: 1,\n    });\n    return matches[0] ?? null;\n  }\n}\n\n@TenantScoped({ mode: 'optional' })\n@smrt({\n  tableName: 'support_escalations',\n  api: { include: ['list', 'get'] },\n  mcp: { include: ['list', 'get'] },\n  cli: { include: ['list', 'get'] },\n})\nexport class SupportEscalation extends SmrtObject {\n  @tenantId({ nullable: true })\n  tenantId: string | null = null;\n\n  @foreignKey('SupportCase', { required: true })\n  caseId: string = '';\n\n  /** Escalation level applied (1-based, follows the plan's policy steps). */\n  level: number = 1;\n\n  @field({ type: 'text' })\n  reason: SupportEscalationReason = 'target_breach';\n\n  /** Breached/at-risk target that triggered this, when applicable. */\n  @foreignKey('SupportServiceTarget')\n  targetId: string | null = null;\n\n  @field({ type: 'text' })\n  targetType: string = '';\n\n  /** Escalation action taken: `notify` | `reassign`. */\n  @field({ type: 'text' })\n  action: string = 'notify';\n\n  @foreignKey('SupportSpecialist')\n  fromSpecialistId: string | null = null;\n\n  @foreignKey('SupportSpecialist')\n  toSpecialistId: string | null = null;\n\n  /** Profiles notified (JSON array of profile ids). */\n  @field({ type: 'text' })\n  notifiedProfileIds: string = '[]';\n\n  occurredAt: Date = new Date();\n\n  @field({ type: 'text' })\n  note: string = '';\n\n  getNotifiedProfileIds(): string[] {\n    return parseStringArrayField(this.notifiedProfileIds);\n  }\n\n  setNotifiedProfileIds(ids: string[]): void {\n    this.notifiedProfileIds = JSON.stringify(ids ?? []);\n  }\n}\n\nexport class SupportEscalationCollection extends SmrtCollection<SupportEscalation> {\n  static readonly _itemClass = SupportEscalation;\n\n  async forCase(caseId: string): Promise<SupportEscalation[]> {\n    return this.list({ where: { caseId }, orderBy: 'occurred_at ASC' });\n  }\n}\n\nexport default SupportServiceTarget;\n","/**\n * Derived commercial snapshots for approved Service Time Entries\n * (FR-32/FR-35, issue #1930). Two deliberately separate rows per entry:\n *\n * - **SupportCharge** — what the Client owes, derived from the Managed\n *   Support Plan (included-time consumption, then metered overage).\n * - **SupportCompensation** — what the delivering Participant earns, derived\n *   from the Support Compensation Plan.\n *\n * Margin = charge − compensation, computed by readers; the two records are\n * never merged so client pricing can't leak provider terms. Rows snapshot the\n * rate terms at derivation time (`rateSnapshot`) — later plan edits never\n * rewrite them; corrections void/supersede and re-derive from the correcting\n * entry. Settlement (invoicing, ledger posting) is out of scope here and\n * composes at the app/accounting boundary (#1925).\n *\n * Append-only surfaces: `list`/`get` generated routes only; writes go through\n * `TimeEntryApprovalService`.\n */\n\nimport {\n  field,\n  foreignKey,\n  SmrtCollection,\n  SmrtObject,\n  smrt,\n} from '@happyvertical/smrt-core';\nimport { TenantScoped, tenantId } from '@happyvertical/smrt-tenancy';\nimport { parseJsonField, type SupportSettlementStatus } from '../types.js';\n\n@TenantScoped({ mode: 'optional' })\n@smrt({\n  tableName: 'support_charges',\n  api: { include: ['list', 'get'] },\n  mcp: { include: ['list', 'get'] },\n  cli: { include: ['list', 'get'] },\n  conflictColumns: ['time_entry_id'],\n})\nexport class SupportCharge extends SmrtObject {\n  @tenantId({ nullable: true })\n  tenantId: string | null = null;\n\n  @foreignKey('ServiceTimeEntry', { required: true })\n  timeEntryId: string = '';\n\n  @foreignKey('SupportCase')\n  caseId: string | null = null;\n\n  /** Plan the pricing derived from (null = no plan; zero-amount charge). */\n  @foreignKey('SupportPlan')\n  planId: string | null = null;\n\n  /** Client charge amount for the billable time. */\n  amount: number = 0.0;\n\n  @field({ type: 'text' })\n  currency: string = 'USD';\n\n  /** Seconds priced at the metered rate (after included-time consumption). */\n  billableSeconds: number = 0;\n\n  /** Seconds absorbed by the plan's included support time. */\n  includedSecondsApplied: number = 0;\n\n  /**\n   * JSON snapshot of the pricing terms used: hourly rate, rate source\n   * (`overage` | `on_call` | `none`), plan key, included-time state,\n   * derivation timestamp. Never rewritten by later plan edits.\n   */\n  @field({ type: 'text' })\n  rateSnapshot: string = '{}';\n\n  @field({ type: 'text' })\n  status: SupportSettlementStatus = 'pending';\n\n  finalizedAt: Date | null = null;\n\n  @field({ type: 'text' })\n  metadata: string = '{}';\n\n  getRateSnapshot(): Record<string, unknown> {\n    return parseJsonField(this.rateSnapshot, {});\n  }\n\n  setRateSnapshot(value: Record<string, unknown>): void {\n    this.rateSnapshot = JSON.stringify(value ?? {});\n  }\n}\n\nexport class SupportChargeCollection extends SmrtCollection<SupportCharge> {\n  static readonly _itemClass = SupportCharge;\n\n  async forTimeEntry(timeEntryId: string): Promise<SupportCharge | null> {\n    const matches = await this.list({ where: { timeEntryId }, limit: 1 });\n    return matches[0] ?? null;\n  }\n\n  async forCase(caseId: string): Promise<SupportCharge[]> {\n    return this.list({ where: { caseId }, orderBy: 'created_at ASC' });\n  }\n}\n\n@TenantScoped({ mode: 'optional' })\n@smrt({\n  tableName: 'support_compensations',\n  api: { include: ['list', 'get'] },\n  mcp: { include: ['list', 'get'] },\n  cli: { include: ['list', 'get'] },\n  conflictColumns: ['time_entry_id'],\n})\nexport class SupportCompensation extends SmrtObject {\n  @tenantId({ nullable: true })\n  tenantId: string | null = null;\n\n  @foreignKey('ServiceTimeEntry', { required: true })\n  timeEntryId: string = '';\n\n  @foreignKey('SupportSpecialist')\n  specialistId: string | null = null;\n\n  /** Compensation plan the earning derived from (null = no plan resolved). */\n  @foreignKey('SupportCompensationPlan')\n  compensationPlanId: string | null = null;\n\n  /** Provider earning amount for the payable time. */\n  amount: number = 0.0;\n\n  @field({ type: 'text' })\n  currency: string = 'USD';\n\n  /** Seconds compensated. */\n  payableSeconds: number = 0;\n\n  /** JSON snapshot of the earning terms used at derivation time. */\n  @field({ type: 'text' })\n  rateSnapshot: string = '{}';\n\n  @field({ type: 'text' })\n  status: SupportSettlementStatus = 'pending';\n\n  finalizedAt: Date | null = null;\n\n  @field({ type: 'text' })\n  metadata: string = '{}';\n\n  getRateSnapshot(): Record<string, unknown> {\n    return parseJsonField(this.rateSnapshot, {});\n  }\n\n  setRateSnapshot(value: Record<string, unknown>): void {\n    this.rateSnapshot = JSON.stringify(value ?? {});\n  }\n}\n\nexport class SupportCompensationCollection extends SmrtCollection<SupportCompensation> {\n  static readonly _itemClass = SupportCompensation;\n\n  async forTimeEntry(timeEntryId: string): Promise<SupportCompensation | null> {\n    const matches = await this.list({ where: { timeEntryId }, limit: 1 });\n    return matches[0] ?? null;\n  }\n\n  async forSpecialist(specialistId: string): Promise<SupportCompensation[]> {\n    return this.list({ where: { specialistId }, orderBy: 'created_at ASC' });\n  }\n}\n\nexport default SupportCharge;\n","/**\n * Support Specialist models (FR-30): the specialist role record layered on a\n * Profile (the `commerce Customer` role-record idiom), per-project\n * qualifications, and availability/on-call windows.\n *\n * - **SupportSpecialist** — a Participant qualified to handle first-tier\n *   support; workload cap, languages, and timezone drive routing.\n * - **SupportQualification** — recognition that a specialist is trained and\n *   approved for a specific app-defined project (effective-dated).\n * - **SupportAvailability** — weekly working windows, on-call spans, and\n *   time-off exceptions used by routing and coverage checks.\n *\n * These are operator configuration surfaces, so they expose generated CRUD.\n */\n\nimport {\n  crossPackageRef,\n  field,\n  foreignKey,\n  SmrtCollection,\n  SmrtObject,\n  smrt,\n} from '@happyvertical/smrt-core';\nimport { TenantScoped, tenantId } from '@happyvertical/smrt-tenancy';\nimport {\n  parseJsonField,\n  parseStringArrayField,\n  type SupportAvailabilityKind,\n  type SupportQualificationLevel,\n  type SupportSpecialistStatus,\n} from '../types.js';\n\n@TenantScoped({ mode: 'optional' })\n@smrt({\n  tableName: 'support_specialists',\n  api: { include: ['list', 'get', 'create', 'update', 'delete'] },\n  mcp: { include: ['list', 'get'] },\n  cli: { include: ['list', 'get'] },\n  conflictColumns: ['tenant_id', 'profile_id'],\n})\nexport class SupportSpecialist extends SmrtObject {\n  @tenantId({ nullable: true })\n  tenantId: string | null = null;\n\n  /** The Participant (Person profile) this specialist role belongs to. */\n  @crossPackageRef('@happyvertical/smrt-profiles:Profile', { required: true })\n  profileId: string = '';\n\n  /** Display name for queues/routing rationale (denormalized from Profile). */\n  @field({ type: 'text' })\n  displayName: string = '';\n\n  @field({ type: 'text' })\n  status: SupportSpecialistStatus = 'active';\n\n  /** Languages the specialist supports (JSON array of BCP-47-ish codes). */\n  @field({ type: 'text' })\n  languages: string = '[\"en\"]';\n\n  /** IANA timezone the weekly availability windows are expressed in. */\n  @field({ type: 'text' })\n  timezone: string = 'UTC';\n\n  /** Routing workload cap: open cases beyond this exclude the specialist. */\n  maxConcurrentCases: number = 10;\n\n  /** Tie-break priority for on-call ranking (higher = preferred). */\n  onCallPriority: number = 0;\n\n  @field({ type: 'text' })\n  notes: string = '';\n\n  @field({ type: 'text' })\n  metadata: string = '{}';\n\n  getLanguages(): string[] {\n    return parseStringArrayField(this.languages);\n  }\n\n  setLanguages(languages: string[]): void {\n    this.languages = JSON.stringify(languages ?? []);\n  }\n\n  getMetadata(): Record<string, unknown> {\n    return parseJsonField(this.metadata, {});\n  }\n\n  setMetadata(value: Record<string, unknown>): void {\n    this.metadata = JSON.stringify(value ?? {});\n  }\n\n  isActive(): boolean {\n    return this.status === 'active';\n  }\n}\n\nexport class SupportSpecialistCollection extends SmrtCollection<SupportSpecialist> {\n  static readonly _itemClass = SupportSpecialist;\n\n  async findActive(): Promise<SupportSpecialist[]> {\n    return this.list({ where: { status: 'active' } });\n  }\n\n  async byProfile(profileId: string): Promise<SupportSpecialist | null> {\n    const matches = await this.list({ where: { profileId }, limit: 1 });\n    return matches[0] ?? null;\n  }\n}\n\n@TenantScoped({ mode: 'optional' })\n@smrt({\n  tableName: 'support_qualifications',\n  api: { include: ['list', 'get', 'create', 'update', 'delete'] },\n  mcp: { include: ['list', 'get'] },\n  cli: { include: ['list', 'get'] },\n  conflictColumns: ['specialist_id', 'project_id'],\n})\nexport class SupportQualification extends SmrtObject {\n  @tenantId({ nullable: true })\n  tenantId: string | null = null;\n\n  @foreignKey('SupportSpecialist', { required: true })\n  specialistId: string = '';\n\n  /** App-defined Project this qualification covers. */\n  @field({ type: 'text' })\n  projectId: string = '';\n\n  @field({ type: 'text' })\n  level: SupportQualificationLevel = 'qualified';\n\n  /** Effective-dating: null bounds mean open-ended. */\n  effectiveFrom: Date | null = null;\n\n  effectiveTo: Date | null = null;\n\n  @crossPackageRef('@happyvertical/smrt-profiles:Profile', { nullable: true })\n  grantedByProfileId: string | null = null;\n\n  @field({ type: 'text' })\n  notes: string = '';\n\n  /** Whether the qualification is effective at the given instant. */\n  isEffectiveAt(at: Date = new Date()): boolean {\n    if (this.effectiveFrom && at < this.effectiveFrom) return false;\n    if (this.effectiveTo && at >= this.effectiveTo) return false;\n    return true;\n  }\n}\n\nexport class SupportQualificationCollection extends SmrtCollection<SupportQualification> {\n  static readonly _itemClass = SupportQualification;\n\n  async forSpecialist(specialistId: string): Promise<SupportQualification[]> {\n    return this.list({ where: { specialistId } });\n  }\n\n  async forProject(projectId: string): Promise<SupportQualification[]> {\n    return this.list({ where: { projectId } });\n  }\n}\n\n@TenantScoped({ mode: 'optional' })\n@smrt({\n  tableName: 'support_availability_windows',\n  api: { include: ['list', 'get', 'create', 'update', 'delete'] },\n  mcp: { include: ['list', 'get'] },\n  cli: { include: ['list', 'get'] },\n})\nexport class SupportAvailability extends SmrtObject {\n  @tenantId({ nullable: true })\n  tenantId: string | null = null;\n\n  @foreignKey('SupportSpecialist', { required: true })\n  specialistId: string = '';\n\n  @field({ type: 'text' })\n  kind: SupportAvailabilityKind = 'weekly';\n\n  /** Weekly windows: 0 = Sunday … 6 = Saturday. Null for span kinds. */\n  @field({ type: 'integer', nullable: true })\n  weekday: number | null = null;\n\n  /** Weekly windows: minutes from midnight, inclusive start. */\n  startMinute: number = 0;\n\n  /** Weekly windows: minutes from midnight, exclusive end. */\n  endMinute: number = 0;\n\n  /** Span kinds (`on_call`, `time_off`): absolute start. */\n  startsAt: Date | null = null;\n\n  /** Span kinds (`on_call`, `time_off`): absolute end. */\n  endsAt: Date | null = null;\n\n  @field({ type: 'text' })\n  notes: string = '';\n}\n\nexport class SupportAvailabilityCollection extends SmrtCollection<SupportAvailability> {\n  static readonly _itemClass = SupportAvailability;\n\n  async forSpecialist(specialistId: string): Promise<SupportAvailability[]> {\n    return this.list({ where: { specialistId } });\n  }\n}\n\nexport default SupportSpecialist;\n","/**\n * SupportWorkLink — links a Support Case to separately tracked internal work\n * (FR-29/FR-29a): a **Support Work Item** on the operational board, or a\n * **Development Work Item** created through a Delivery Handoff.\n *\n * Boundary: Support owns the Case and this link; Delivery Operations owns the\n * linked work's execution (agents, previews, merges, deployments). The\n * `status` field here is a read-only echo the delivery side reports back —\n * this package never drives the linked item's lifecycle. Targets are\n * addressed by qualified type + id (e.g. `@happyvertical/smrt-projects:Issue`)\n * so no runtime dependency on the owning package is needed.\n */\n\nimport {\n  field,\n  foreignKey,\n  SmrtCollection,\n  SmrtObject,\n  smrt,\n} from '@happyvertical/smrt-core';\nimport { TenantScoped, tenantId } from '@happyvertical/smrt-tenancy';\nimport { parseJsonField, type SupportWorkLinkKind } from '../types.js';\n\n@TenantScoped({ mode: 'optional' })\n@smrt({\n  tableName: 'support_work_links',\n  api: { include: ['list', 'get'] },\n  mcp: { include: ['list', 'get'] },\n  cli: { include: ['list', 'get'] },\n  conflictColumns: ['case_id', 'target_type', 'target_id'],\n})\nexport class SupportWorkLink extends SmrtObject {\n  @tenantId({ nullable: true })\n  tenantId: string | null = null;\n\n  @foreignKey('SupportCase', { required: true })\n  caseId: string = '';\n\n  @field({ type: 'text' })\n  linkKind: SupportWorkLinkKind = 'support_work_item';\n\n  /**\n   * Qualified class of the linked work item, e.g.\n   * `@happyvertical/smrt-projects:Issue`.\n   */\n  @field({ type: 'text' })\n  targetType: string = '';\n\n  @field({ type: 'text' })\n  targetId: string = '';\n\n  /** Display label for the case timeline (e.g. `repo#123: fix login`). */\n  @field({ type: 'text' })\n  targetLabel: string = '';\n\n  @field({ type: 'text' })\n  externalUrl: string = '';\n\n  /**\n   * Status echo reported back from the owning domain (`open`,\n   * `in_progress`, `done`, …). Informational only.\n   */\n  @field({ type: 'text' })\n  status: string = 'open';\n\n  lastStatusAt: Date | null = null;\n\n  @field({ type: 'text' })\n  metadata: string = '{}';\n\n  getMetadata(): Record<string, unknown> {\n    return parseJsonField(this.metadata, {});\n  }\n\n  setMetadata(value: Record<string, unknown>): void {\n    this.metadata = JSON.stringify(value ?? {});\n  }\n}\n\nexport class SupportWorkLinkCollection extends SmrtCollection<SupportWorkLink> {\n  static readonly _itemClass = SupportWorkLink;\n\n  async forCase(caseId: string): Promise<SupportWorkLink[]> {\n    return this.list({ where: { caseId }, orderBy: 'created_at ASC' });\n  }\n}\n\nexport default SupportWorkLink;\n","/**\n * Coverage-calendar math for Service Target clocks (FR-30/FR-31): pure,\n * deterministic business-time arithmetic over a Managed Support Plan's\n * coverage windows, holidays, and IANA timezone.\n *\n * Semantics:\n * - An empty `windows` array means 24×7 coverage; with no holidays either,\n *   covered time is plain wall-clock time (the fast path).\n * - Holidays (`YYYY-MM-DD` in the calendar's timezone) exclude whole days\n *   from coverage, including under 24×7 coverage.\n * - All functions take explicit instants — no `Date.now()` inside — so the\n *   engine and its tests stay deterministic.\n *\n * Timezone handling uses `Intl.DateTimeFormat#formatToParts` only (no date\n * library): {@link zonedParts} projects a UTC instant onto the calendar\n * timezone's wall clock, and an iterative inverse converts wall-clock day\n * positions back to UTC instants. DST transition days therefore keep exact\n * window boundaries; a window boundary falling inside a nonexistent\n * spring-forward hour lands on the later real instant so clocks never gain\n * time.\n */\n\nimport type { CoverageWindow } from '../types.js';\n\n/** The coverage terms a Service Target clock runs against. */\nexport interface CoverageCalendar {\n  /** Weekly coverage windows; empty means 24×7 coverage. */\n  windows: CoverageWindow[];\n  /** Holiday dates excluded from coverage (`YYYY-MM-DD`). */\n  holidays: string[];\n  /** IANA timezone the windows and holidays are expressed in. */\n  timezone: string;\n}\n\n/** Wall-clock projection of a UTC instant in a target timezone. */\nexport interface ZonedParts {\n  /** Calendar year in the target timezone. */\n  year: number;\n  /** Calendar month in the target timezone (1–12). */\n  month: number;\n  /** Calendar day of month in the target timezone (1–31). */\n  day: number;\n  /** 0 = Sunday … 6 = Saturday (matches {@link CoverageWindow} docs). */\n  weekday: number;\n  /** Minutes from local midnight (0–1439). */\n  minuteOfDay: number;\n  /** `YYYY-MM-DD` date key in the target timezone (holiday comparisons). */\n  dateKey: string;\n}\n\n/**\n * Hard ceiling on how many calendar days {@link addCoveredMinutes} will walk\n * forward looking for coverage before failing loudly (a plan whose calendar\n * never covers anything would otherwise loop forever).\n */\nexport const MAX_COVERAGE_SCAN_DAYS = 400;\n\nconst MINUTE_MS = 60_000;\nconst DAY_MS = 86_400_000;\nconst MINUTES_PER_DAY = 1_440;\n\nconst WEEKDAY_INDEX: Record<string, number> = {\n  Sun: 0,\n  Mon: 1,\n  Tue: 2,\n  Wed: 3,\n  Thu: 4,\n  Fri: 5,\n  Sat: 6,\n};\n\n/** One `Intl.DateTimeFormat` per timezone — construction is expensive. */\nconst formatterCache = new Map<string, Intl.DateTimeFormat>();\n\nfunction getFormatter(timeZone: string): Intl.DateTimeFormat {\n  const cached = formatterCache.get(timeZone);\n  if (cached) {\n    return cached;\n  }\n  const formatter = new Intl.DateTimeFormat('en-US', {\n    timeZone,\n    hourCycle: 'h23',\n    weekday: 'short',\n    year: 'numeric',\n    month: '2-digit',\n    day: '2-digit',\n    hour: '2-digit',\n    minute: '2-digit',\n  });\n  formatterCache.set(timeZone, formatter);\n  return formatter;\n}\n\n/**\n * Project a UTC instant onto a timezone's wall clock via\n * `Intl.DateTimeFormat#formatToParts`. Throws a `RangeError` for an invalid\n * IANA timezone name (surfacing plan misconfiguration immediately).\n */\nexport function zonedParts(date: Date, timeZone: string): ZonedParts {\n  const parts = getFormatter(timeZone).formatToParts(date);\n  const byType: Record<string, string> = {};\n  for (const part of parts) {\n    byType[part.type] = part.value;\n  }\n  const year = Number(byType.year);\n  const month = Number(byType.month);\n  const day = Number(byType.day);\n  const hour = Number(byType.hour) % 24;\n  const minute = Number(byType.minute);\n  return {\n    year,\n    month,\n    day,\n    weekday: WEEKDAY_INDEX[byType.weekday ?? ''] ?? 0,\n    minuteOfDay: hour * 60 + minute,\n    dateKey: `${byType.year}-${byType.month}-${byType.day}`,\n  };\n}\n\n/** Wall-clock milliseconds since the UTC epoch, as if the zone were UTC. */\nfunction wallClockMs(parts: ZonedParts): number {\n  return (\n    Date.UTC(parts.year, parts.month - 1, parts.day) +\n    parts.minuteOfDay * MINUTE_MS\n  );\n}\n\n/**\n * Convert a wall-clock position (`year`/`month`/`day` + minutes from local\n * midnight) in `timeZone` to the UTC instant it names. Converges in one or\n * two steps for real wall times; a nonexistent spring-forward time lands on\n * the later real instant (clocks never gain covered time).\n */\nfunction wallTimeToUtcMs(\n  year: number,\n  month: number,\n  day: number,\n  minuteOfDay: number,\n  timeZone: string,\n): number {\n  const targetWallMs = Date.UTC(year, month - 1, day) + minuteOfDay * MINUTE_MS;\n  let guessMs = targetWallMs;\n  for (let i = 0; i < 4; i++) {\n    const wallMs = wallClockMs(zonedParts(new Date(guessMs), timeZone));\n    if (wallMs === targetWallMs) {\n      return guessMs;\n    }\n    guessMs += targetWallMs - wallMs;\n  }\n  // Nonexistent wall time (DST gap): step onto the later real instant.\n  const finalWallMs = wallClockMs(zonedParts(new Date(guessMs), timeZone));\n  if (finalWallMs < targetWallMs) {\n    guessMs += targetWallMs - finalWallMs;\n  }\n  return guessMs;\n}\n\n/** A covered span of real time within one calendar day, in UTC ms. */\ninterface CoveredSpan {\n  startMs: number;\n  endMs: number;\n}\n\n/** Clamp, sort, and merge a day's window minutes into disjoint spans. */\nfunction normalizeWindowMinutes(\n  windows: Array<Pick<CoverageWindow, 'startMinute' | 'endMinute'>>,\n): Array<{ startMinute: number; endMinute: number }> {\n  const clamped = windows\n    .map((window) => ({\n      startMinute: Math.max(0, Math.min(window.startMinute, MINUTES_PER_DAY)),\n      endMinute: Math.max(0, Math.min(window.endMinute, MINUTES_PER_DAY)),\n    }))\n    .filter((window) => window.endMinute > window.startMinute)\n    .sort((a, b) => a.startMinute - b.startMinute);\n\n  const merged: Array<{ startMinute: number; endMinute: number }> = [];\n  for (const window of clamped) {\n    const last = merged[merged.length - 1];\n    if (last && window.startMinute <= last.endMinute) {\n      last.endMinute = Math.max(last.endMinute, window.endMinute);\n    } else {\n      merged.push({ ...window });\n    }\n  }\n  return merged;\n}\n\n/**\n * The covered spans of one calendar day (identified by its wall-clock\n * year/month/day in the calendar timezone), as UTC instants.\n */\nfunction coveredSpansForDay(\n  calendar: CoverageCalendar,\n  parts: ZonedParts,\n): CoveredSpan[] {\n  if (calendar.holidays.includes(parts.dateKey)) {\n    return [];\n  }\n  // The civil weekday of a Y-M-D is timezone-independent.\n  const weekday = new Date(\n    Date.UTC(parts.year, parts.month - 1, parts.day),\n  ).getUTCDay();\n  const dayWindows =\n    calendar.windows.length === 0\n      ? [{ startMinute: 0, endMinute: MINUTES_PER_DAY }]\n      : calendar.windows.filter((window) => window.weekday === weekday);\n\n  return normalizeWindowMinutes(dayWindows).map((window) => ({\n    startMs: wallTimeToUtcMs(\n      parts.year,\n      parts.month,\n      parts.day,\n      window.startMinute,\n      calendar.timezone,\n    ),\n    endMs: wallTimeToUtcMs(\n      parts.year,\n      parts.month,\n      parts.day,\n      window.endMinute,\n      calendar.timezone,\n    ),\n  }));\n}\n\n/** UTC instant of the calendar timezone's next local midnight after `parts`. */\nfunction nextZoneMidnightMs(\n  calendar: CoverageCalendar,\n  parts: ZonedParts,\n): number {\n  const nextDate = new Date(\n    Date.UTC(parts.year, parts.month - 1, parts.day) + DAY_MS,\n  );\n  return wallTimeToUtcMs(\n    nextDate.getUTCFullYear(),\n    nextDate.getUTCMonth() + 1,\n    nextDate.getUTCDate(),\n    0,\n    calendar.timezone,\n  );\n}\n\nfunction isAlwaysCovered(calendar: CoverageCalendar): boolean {\n  return calendar.windows.length === 0 && calendar.holidays.length === 0;\n}\n\n/**\n * Covered minutes between two instants (fractional; `0` when `to <= from`).\n *\n * Walks forward day by day through the calendar timezone, summing the overlap\n * of `[from, to)` with each day's covered spans.\n */\nexport function coveredMinutesBetween(\n  calendar: CoverageCalendar,\n  from: Date,\n  to: Date,\n): number {\n  const fromMs = from.getTime();\n  const toMs = to.getTime();\n  if (toMs <= fromMs) {\n    return 0;\n  }\n  if (isAlwaysCovered(calendar)) {\n    return (toMs - fromMs) / MINUTE_MS;\n  }\n\n  let totalMs = 0;\n  let cursorMs = fromMs;\n  while (cursorMs < toMs) {\n    const parts = zonedParts(new Date(cursorMs), calendar.timezone);\n    for (const span of coveredSpansForDay(calendar, parts)) {\n      const start = Math.max(span.startMs, cursorMs);\n      const end = Math.min(span.endMs, toMs);\n      if (end > start) {\n        totalMs += end - start;\n      }\n    }\n    const nextMidnightMs = nextZoneMidnightMs(calendar, parts);\n    if (nextMidnightMs <= cursorMs) {\n      throw new Error(\n        `coveredMinutesBetween: calendar for timezone '${calendar.timezone}' ` +\n          'failed to advance past ' +\n          new Date(cursorMs).toISOString(),\n      );\n    }\n    cursorMs = nextMidnightMs;\n  }\n  return totalMs / MINUTE_MS;\n}\n\n/**\n * The instant at which `minutes` of covered time have elapsed from `from` —\n * the Service Target due-time computation. Walks forward day by day through\n * coverage windows, skipping holidays; throws a descriptive error after\n * {@link MAX_COVERAGE_SCAN_DAYS} days without accumulating enough coverage\n * (an effectively-empty calendar).\n */\nexport function addCoveredMinutes(\n  calendar: CoverageCalendar,\n  from: Date,\n  minutes: number,\n): Date {\n  if (minutes <= 0) {\n    return new Date(from.getTime());\n  }\n  if (isAlwaysCovered(calendar)) {\n    return new Date(from.getTime() + minutes * MINUTE_MS);\n  }\n\n  let remainingMs = minutes * MINUTE_MS;\n  let cursorMs = from.getTime();\n  for (let dayScan = 0; dayScan <= MAX_COVERAGE_SCAN_DAYS; dayScan++) {\n    const parts = zonedParts(new Date(cursorMs), calendar.timezone);\n    for (const span of coveredSpansForDay(calendar, parts)) {\n      const start = Math.max(span.startMs, cursorMs);\n      if (span.endMs <= start) {\n        continue;\n      }\n      const spanMs = span.endMs - start;\n      if (spanMs >= remainingMs) {\n        return new Date(start + remainingMs);\n      }\n      remainingMs -= spanMs;\n    }\n    const nextMidnightMs = nextZoneMidnightMs(calendar, parts);\n    if (nextMidnightMs <= cursorMs) {\n      throw new Error(\n        `addCoveredMinutes: calendar for timezone '${calendar.timezone}' ` +\n          'failed to advance past ' +\n          new Date(cursorMs).toISOString(),\n      );\n    }\n    cursorMs = nextMidnightMs;\n  }\n  throw new Error(\n    `addCoveredMinutes: no coverage found within ${MAX_COVERAGE_SCAN_DAYS} ` +\n      `days after ${from.toISOString()} for ${minutes} covered minute(s) — ` +\n      'the coverage calendar appears to never cover any time ' +\n      `(windows: ${JSON.stringify(calendar.windows)}, ` +\n      `holidays: ${calendar.holidays.length}, timezone: '${calendar.timezone}').`,\n  );\n}\n","/**\n * SupportCaseService — the closed write facade for Support Cases (the\n * `smrt-chat` `ChatService` idiom): case creation, interaction recording,\n * lifecycle transitions, assignment, resolution, reopening, human requests,\n * and work links all flow through here so the audit trail\n * ({@link SupportCaseEvent}) and the lifecycle guard stay coherent. The\n * generated CRUD surface on the case-side models is read-only.\n */\n\nimport type { SmrtObjectOptions } from '@happyvertical/smrt-core';\nimport {\n  generateCaseNumber,\n  type SupportCase,\n  SupportCaseCollection,\n} from '../models/support-case.js';\nimport {\n  type SupportCaseEvent,\n  SupportCaseEventCollection,\n} from '../models/support-case-event.js';\nimport {\n  type SupportInteraction,\n  SupportInteractionCollection,\n} from '../models/support-interaction.js';\nimport {\n  type SupportPlan,\n  SupportPlanCollection,\n} from '../models/support-plan.js';\nimport {\n  type SupportWorkLink,\n  SupportWorkLinkCollection,\n} from '../models/support-work-link.js';\nimport type {\n  SupportActorKind,\n  SupportCaseEventType,\n  SupportCaseStatus,\n  SupportChannelKind,\n  SupportInteractionDirection,\n  SupportWorkLinkKind,\n} from '../types.js';\n\nexport interface OpenCaseInput {\n  tenantId?: string | null;\n  subject: string;\n  description?: string;\n  priority?: string;\n  severity?: string;\n  channelKind?: SupportChannelKind | '';\n  clientProfileId?: string | null;\n  openedByProfileId?: string | null;\n  projectId?: string | null;\n  bindingId?: string | null;\n  threadKey?: string;\n  planId?: string | null;\n  preferredSpecialistId?: string | null;\n  metadata?: Record<string, unknown>;\n}\n\nexport interface RecordInteractionInput {\n  direction: SupportInteractionDirection;\n  channelKind: SupportChannelKind;\n  actorKind: SupportActorKind;\n  authorProfileId?: string | null;\n  body: string;\n  occurredAt?: Date;\n  sourceType?: string | null;\n  sourceId?: string | null;\n  /** Idempotency key; generated (`manual:<uuid>`) when omitted. */\n  sourceKey?: string;\n  /** RFC 822 Message-ID for email interactions (keyed reply threading). */\n  rfcMessageId?: string;\n  metadata?: Record<string, unknown>;\n}\n\nexport interface CaseActor {\n  actorKind: SupportActorKind;\n  actorProfileId?: string | null;\n}\n\nexport interface CaseTimelineItem {\n  kind: 'interaction' | 'event';\n  occurredAt: Date;\n  interaction?: SupportInteraction;\n  event?: SupportCaseEvent;\n}\n\n/**\n * The write facade. Construct with {@link SupportCaseService.create}.\n */\nexport class SupportCaseService {\n  readonly cases: SupportCaseCollection;\n  readonly interactions: SupportInteractionCollection;\n  readonly events: SupportCaseEventCollection;\n  readonly workLinks: SupportWorkLinkCollection;\n  readonly plans: SupportPlanCollection;\n\n  protected constructor(collections: {\n    cases: SupportCaseCollection;\n    interactions: SupportInteractionCollection;\n    events: SupportCaseEventCollection;\n    workLinks: SupportWorkLinkCollection;\n    plans: SupportPlanCollection;\n  }) {\n    this.cases = collections.cases;\n    this.interactions = collections.interactions;\n    this.events = collections.events;\n    this.workLinks = collections.workLinks;\n    this.plans = collections.plans;\n  }\n\n  static async create(options: SmrtObjectOptions): Promise<SupportCaseService> {\n    const [cases, interactions, events, workLinks, plans] = await Promise.all([\n      SupportCaseCollection.create(options),\n      SupportInteractionCollection.create(options),\n      SupportCaseEventCollection.create(options),\n      SupportWorkLinkCollection.create(options),\n      SupportPlanCollection.create(options),\n    ]);\n    return new SupportCaseService({\n      cases,\n      interactions,\n      events,\n      workLinks,\n      plans,\n    });\n  }\n\n  /** Load a case or throw a descriptive error. */\n  async getCase(caseId: string): Promise<SupportCase> {\n    const found = await this.cases.get({ id: caseId });\n    if (!found) {\n      throw new Error(`SupportCase not found: ${caseId}`);\n    }\n    return found;\n  }\n\n  /** The persisted id of a saved case (all facade entry points save first). */\n  private caseIdOf(supportCase: SupportCase): string {\n    if (!supportCase.id) {\n      throw new Error('SupportCase has no id — was it saved?');\n    }\n    return supportCase.id;\n  }\n\n  /**\n   * Open a new Support Case. Applies the plan snapshot when a plan is given\n   * and writes the `created` audit event.\n   */\n  async openCase(input: OpenCaseInput): Promise<SupportCase> {\n    // Resolve and validate the plan BEFORE the insert — a dangling id or a\n    // foreign tenant's plan must never persist onto a case, even partially.\n    let plan: SupportPlan | null = null;\n    if (input.planId) {\n      plan = await this.plans.get({ id: input.planId });\n      if (!plan) {\n        throw new Error(`SupportPlan not found: ${input.planId}`);\n      }\n      if (plan.tenantId && plan.tenantId !== (input.tenantId ?? null)) {\n        throw new Error(\n          `SupportPlan '${plan.planKey || plan.id}' belongs to tenant '${plan.tenantId}' ` +\n            `and cannot govern a case in tenant '${input.tenantId ?? null}'.`,\n        );\n      }\n    }\n\n    const supportCase = await this.cases.create({\n      tenantId: input.tenantId ?? null,\n      caseNumber: generateCaseNumber(),\n      subject: input.subject,\n      description: input.description ?? '',\n      status: 'new' as SupportCaseStatus,\n      priority: input.priority ?? 'normal',\n      severity: input.severity ?? '',\n      channelKind: input.channelKind ?? '',\n      clientProfileId: input.clientProfileId ?? null,\n      openedByProfileId: input.openedByProfileId ?? null,\n      projectId: input.projectId ?? null,\n      bindingId: input.bindingId ?? null,\n      threadKey: input.threadKey ?? '',\n      planId: null,\n      preferredSpecialistId: input.preferredSpecialistId ?? null,\n      metadata: JSON.stringify(input.metadata ?? {}),\n    });\n\n    if (plan) {\n      await this.applyPlan(supportCase, plan);\n    }\n\n    await this.recordEvent(supportCase, 'created', {\n      actorKind: 'system',\n      summary: `Case ${supportCase.caseNumber} opened`,\n      payload: {\n        channelKind: supportCase.channelKind,\n        clientProfileId: supportCase.clientProfileId,\n        projectId: supportCase.projectId,\n      },\n    });\n\n    return supportCase;\n  }\n\n  /**\n   * Capture the plan terms onto the case (`planSnapshot`) so later plan edits\n   * never rewrite what this case was handled under. A tenant-owned plan only\n   * applies to that tenant's cases (global NULL-tenant template plans apply\n   * anywhere) — a foreign plan would snapshot another tenant's pricing,\n   * approval, and escalation terms.\n   */\n  async applyPlan(supportCase: SupportCase, plan: SupportPlan): Promise<void> {\n    if (plan.tenantId && plan.tenantId !== supportCase.tenantId) {\n      throw new Error(\n        `SupportPlan '${plan.planKey || plan.id}' belongs to tenant '${plan.tenantId}' ` +\n          `and cannot govern a case in tenant '${supportCase.tenantId}'.`,\n      );\n    }\n    supportCase.planId = plan.id ?? null;\n    supportCase.setPlanSnapshot(plan.snapshotTerms());\n    await supportCase.save();\n    await this.recordEvent(supportCase, 'plan_applied', {\n      actorKind: 'system',\n      summary: `Plan '${plan.name || plan.planKey}' applied`,\n      payload: { planId: plan.id, planKey: plan.planKey },\n    });\n  }\n\n  /**\n   * Record a channel interaction on a case (idempotent on `sourceKey`).\n   * Inbound client activity un-parks `waiting_on_client` cases; the first\n   * outbound reply stamps `acknowledgedAt`/`firstRespondedAt`.\n   */\n  async recordInteraction(\n    caseRef: SupportCase | string,\n    input: RecordInteractionInput,\n  ): Promise<SupportInteraction> {\n    const supportCase =\n      typeof caseRef === 'string' ? await this.getCase(caseRef) : caseRef;\n\n    const sourceKey = input.sourceKey ?? `manual:${crypto.randomUUID()}`;\n    const existing = await this.interactions.bySourceKey(sourceKey);\n    if (existing) {\n      return existing;\n    }\n\n    const interaction = await this.interactions.create({\n      tenantId: supportCase.tenantId,\n      caseId: this.caseIdOf(supportCase),\n      direction: input.direction,\n      channelKind: input.channelKind,\n      actorKind: input.actorKind,\n      authorProfileId: input.authorProfileId ?? null,\n      occurredAt: input.occurredAt ?? new Date(),\n      body: input.body,\n      sourceType: input.sourceType ?? null,\n      sourceId: input.sourceId ?? null,\n      sourceKey,\n      rfcMessageId: input.rfcMessageId ?? '',\n      metadata: JSON.stringify(input.metadata ?? {}),\n    });\n\n    let caseDirty = false;\n    // Drafts (metadata.draft) were never delivered to the client — they\n    // stamp nothing.\n    if (input.direction === 'outbound' && input.metadata?.draft !== true) {\n      if (!supportCase.acknowledgedAt) {\n        supportCase.acknowledgedAt = interaction.occurredAt;\n        caseDirty = true;\n      }\n      // Templated receipts (metadata.acknowledgement) acknowledge but are\n      // not the substantive first response.\n      if (\n        !supportCase.firstRespondedAt &&\n        (input.actorKind === 'specialist' || input.actorKind === 'agent') &&\n        input.metadata?.acknowledgement !== true\n      ) {\n        supportCase.firstRespondedAt = interaction.occurredAt;\n        caseDirty = true;\n      }\n    }\n    if (\n      input.direction === 'inbound' &&\n      supportCase.status === 'waiting_on_client'\n    ) {\n      supportCase.status = 'in_progress';\n      caseDirty = true;\n    }\n    if (caseDirty) {\n      await supportCase.save();\n    }\n\n    await this.recordEvent(supportCase, 'interaction', {\n      actorKind: input.actorKind,\n      actorProfileId: input.authorProfileId ?? null,\n      summary:\n        input.direction === 'inbound'\n          ? `Inbound ${input.channelKind} interaction`\n          : `${input.direction} ${input.channelKind} interaction`,\n      payload: { interactionId: interaction.id, direction: input.direction },\n    });\n\n    return interaction;\n  }\n\n  /** Transition a case's lifecycle status (guarded by the model). */\n  async transition(\n    caseRef: SupportCase | string,\n    to: SupportCaseStatus,\n    actor: CaseActor & { reason?: string },\n  ): Promise<SupportCase> {\n    const supportCase =\n      typeof caseRef === 'string' ? await this.getCase(caseRef) : caseRef;\n    const from = supportCase.status;\n    if (from === to) {\n      return supportCase;\n    }\n    supportCase.status = to;\n    await supportCase.save();\n    await this.recordEvent(supportCase, 'transition', {\n      actorKind: actor.actorKind,\n      actorProfileId: actor.actorProfileId ?? null,\n      summary: `Status ${from} → ${to}`,\n      payload: { from, to, reason: actor.reason ?? null },\n    });\n    return supportCase;\n  }\n\n  /** Assign (or reassign) a case to a specialist. */\n  async assign(\n    caseRef: SupportCase | string,\n    input: CaseActor & {\n      specialistId: string;\n      rationale?: Record<string, unknown>;\n    },\n  ): Promise<SupportCase> {\n    const supportCase =\n      typeof caseRef === 'string' ? await this.getCase(caseRef) : caseRef;\n    const previousSpecialistId = supportCase.assignedSpecialistId;\n    supportCase.assignedSpecialistId = input.specialistId;\n    supportCase.assignedAt = new Date();\n    if (supportCase.status === 'new' || supportCase.status === 'triaged') {\n      supportCase.status = 'assigned';\n    }\n    await supportCase.save();\n    await this.recordEvent(supportCase, 'assignment', {\n      actorKind: input.actorKind,\n      actorProfileId: input.actorProfileId ?? null,\n      summary: previousSpecialistId ? 'Case reassigned' : 'Case assigned',\n      payload: {\n        specialistId: input.specialistId,\n        previousSpecialistId,\n        rationale: input.rationale ?? null,\n      },\n    });\n    return supportCase;\n  }\n\n  /** Resolve a case with a resolution summary. */\n  async resolve(\n    caseRef: SupportCase | string,\n    input: CaseActor & {\n      summary: string;\n      resolutionKind?: 'automated' | 'human' | 'delivery';\n    },\n  ): Promise<SupportCase> {\n    const supportCase =\n      typeof caseRef === 'string' ? await this.getCase(caseRef) : caseRef;\n    const from = supportCase.status;\n    supportCase.status = 'resolved';\n    supportCase.resolvedAt = new Date();\n    supportCase.resolvedByProfileId = input.actorProfileId ?? null;\n    supportCase.resolutionKind = input.resolutionKind ?? 'human';\n    supportCase.resolutionSummary = input.summary;\n    await supportCase.save();\n    await this.recordEvent(supportCase, 'transition', {\n      actorKind: input.actorKind,\n      actorProfileId: input.actorProfileId ?? null,\n      summary: `Status ${from} → resolved`,\n      payload: {\n        from,\n        to: 'resolved',\n        resolutionKind: supportCase.resolutionKind,\n        resolutionSummary: input.summary,\n      },\n    });\n    return supportCase;\n  }\n\n  /** Close a resolved case. */\n  async close(\n    caseRef: SupportCase | string,\n    actor: CaseActor & { reason?: string },\n  ): Promise<SupportCase> {\n    const supportCase =\n      typeof caseRef === 'string' ? await this.getCase(caseRef) : caseRef;\n    supportCase.closedAt = new Date();\n    return this.transition(supportCase, 'closed', actor);\n  }\n\n  /**\n   * Reopen a resolved/closed case, preserving the prior resolution in the\n   * reopen event (FR-29b) and bumping `reopenCount`.\n   */\n  async reopen(\n    caseRef: SupportCase | string,\n    actor: CaseActor & { reason?: string; to?: SupportCaseStatus },\n  ): Promise<SupportCase> {\n    const supportCase =\n      typeof caseRef === 'string' ? await this.getCase(caseRef) : caseRef;\n    // Only terminal cases reopen, and only into an active state — anything\n    // else would corrupt the reopen history for a case that never closed.\n    if (supportCase.status !== 'resolved' && supportCase.status !== 'closed') {\n      throw new Error(\n        `SupportCase ${supportCase.caseNumber || supportCase.id}: only ` +\n          `resolved or closed cases can be reopened (status is '${supportCase.status}').`,\n      );\n    }\n    const to = actor.to ?? 'triaged';\n    if (to === 'resolved' || to === 'closed') {\n      throw new Error(\n        `SupportCase: a reopen must land in an active status (got '${to}').`,\n      );\n    }\n    const priorResolution = {\n      resolvedAt: supportCase.resolvedAt?.toISOString() ?? null,\n      resolvedByProfileId: supportCase.resolvedByProfileId,\n      resolutionKind: supportCase.resolutionKind,\n      resolutionSummary: supportCase.resolutionSummary,\n      closedAt: supportCase.closedAt?.toISOString() ?? null,\n      reopenIndex: supportCase.reopenCount + 1,\n    };\n    const from = supportCase.status;\n    supportCase.status = to;\n    supportCase.reopenCount += 1;\n    supportCase.lastReopenedAt = new Date();\n    supportCase.resolvedAt = null;\n    supportCase.resolvedByProfileId = null;\n    supportCase.resolutionKind = '';\n    supportCase.resolutionSummary = '';\n    supportCase.closedAt = null;\n    await supportCase.save();\n    await this.recordEvent(supportCase, 'reopened', {\n      actorKind: actor.actorKind,\n      actorProfileId: actor.actorProfileId ?? null,\n      summary: `Case reopened (from ${from})`,\n      payload: {\n        from,\n        to: supportCase.status,\n        reason: actor.reason ?? null,\n        priorResolution,\n      },\n    });\n    return supportCase;\n  }\n\n  /**\n   * Record that the Client explicitly requested a human (FR-28b). The actual\n   * handoff (routing + context transfer) is performed by the handoff service;\n   * this stamps the request and its audit event.\n   */\n  async requestHuman(\n    caseRef: SupportCase | string,\n    input: { byProfileId?: string | null; note?: string },\n  ): Promise<SupportCase> {\n    const supportCase =\n      typeof caseRef === 'string' ? await this.getCase(caseRef) : caseRef;\n    if (!supportCase.humanRequestedAt) {\n      supportCase.humanRequestedAt = new Date();\n      await supportCase.save();\n    }\n    await this.recordEvent(supportCase, 'human_requested', {\n      actorKind: 'client',\n      actorProfileId: input.byProfileId ?? null,\n      summary: 'Client requested a human',\n      payload: { note: input.note ?? null },\n    });\n    return supportCase;\n  }\n\n  /**\n   * Link separately tracked work to the case (Support Work Item or a\n   * Delivery Handoff's Development Work Item). Support keeps the Case as the\n   * canonical client record; the linked item's execution belongs to its\n   * owning domain (FR-29a).\n   */\n  async linkWork(\n    caseRef: SupportCase | string,\n    input: CaseActor & {\n      linkKind: SupportWorkLinkKind;\n      targetType: string;\n      targetId: string;\n      targetLabel?: string;\n      externalUrl?: string;\n      metadata?: Record<string, unknown>;\n    },\n  ): Promise<SupportWorkLink> {\n    const supportCase =\n      typeof caseRef === 'string' ? await this.getCase(caseRef) : caseRef;\n    const link = await this.workLinks.create({\n      tenantId: supportCase.tenantId,\n      caseId: this.caseIdOf(supportCase),\n      linkKind: input.linkKind,\n      targetType: input.targetType,\n      targetId: input.targetId,\n      targetLabel: input.targetLabel ?? '',\n      externalUrl: input.externalUrl ?? '',\n      metadata: JSON.stringify(input.metadata ?? {}),\n    });\n    await this.recordEvent(supportCase, 'work_linked', {\n      actorKind: input.actorKind,\n      actorProfileId: input.actorProfileId ?? null,\n      summary:\n        input.linkKind === 'development_work_item'\n          ? `Delivery Handoff → ${input.targetLabel || input.targetId}`\n          : `Support work item linked: ${input.targetLabel || input.targetId}`,\n      payload: {\n        linkId: link.id,\n        linkKind: input.linkKind,\n        targetType: input.targetType,\n        targetId: input.targetId,\n      },\n    });\n    return link;\n  }\n\n  /**\n   * Record a status echo reported back from the domain owning a linked work\n   * item (Delivery Operations reports progress; Support never drives it).\n   */\n  async recordWorkStatus(\n    linkId: string,\n    input: { status: string; note?: string },\n  ): Promise<SupportWorkLink> {\n    const link = await this.workLinks.get({ id: linkId });\n    if (!link) {\n      throw new Error(`SupportWorkLink not found: ${linkId}`);\n    }\n    link.status = input.status;\n    link.lastStatusAt = new Date();\n    await link.save();\n    const supportCase = await this.getCase(link.caseId);\n    await this.recordEvent(supportCase, 'work_linked', {\n      actorKind: 'system',\n      summary: `Linked work '${link.targetLabel || link.targetId}' → ${input.status}`,\n      payload: {\n        linkId: link.id,\n        status: input.status,\n        note: input.note ?? null,\n      },\n    });\n    return link;\n  }\n\n  /** Append an audit event to a case. */\n  async recordEvent(\n    caseRef: SupportCase | string,\n    eventType: SupportCaseEventType,\n    input: {\n      actorKind: SupportActorKind;\n      actorProfileId?: string | null;\n      summary: string;\n      payload?: Record<string, unknown>;\n      occurredAt?: Date;\n    },\n  ): Promise<SupportCaseEvent> {\n    const supportCase =\n      typeof caseRef === 'string' ? await this.getCase(caseRef) : caseRef;\n    return this.events.create({\n      tenantId: supportCase.tenantId,\n      caseId: this.caseIdOf(supportCase),\n      eventType,\n      actorKind: input.actorKind,\n      actorProfileId: input.actorProfileId ?? null,\n      occurredAt: input.occurredAt ?? new Date(),\n      summary: input.summary,\n      payload: JSON.stringify(input.payload ?? {}),\n    });\n  }\n\n  /**\n   * The merged case timeline: interactions and audit events in one\n   * chronological stream (the queue/detail UI's data shape, and the context\n   * package a Human Handoff transfers).\n   */\n  async getTimeline(caseId: string): Promise<CaseTimelineItem[]> {\n    const [interactions, events] = await Promise.all([\n      this.interactions.forCase(caseId),\n      this.events.forCase(caseId),\n    ]);\n    const items: CaseTimelineItem[] = [\n      ...interactions.map((interaction) => ({\n        kind: 'interaction' as const,\n        occurredAt: interaction.occurredAt,\n        interaction,\n      })),\n      ...events.map((event) => ({\n        kind: 'event' as const,\n        occurredAt: event.occurredAt,\n        event,\n      })),\n    ];\n    return items.sort(\n      (a, b) => a.occurredAt.getTime() - b.occurredAt.getTime(),\n    );\n  }\n}\n\nexport default SupportCaseService;\n","/**\n * HumanHandoffService — the lossless Human Handoff (FR-28b, issue #1928).\n * Whatever pulls the trigger (an explicit client request, low answer\n * confidence, a sensitive classification, high severity, failed automation,\n * a policy cap, or a manual escalation), the handoff transfers the FULL case\n * context — current state, the merged interaction/event timeline, and every\n * prior {@link SupportAiRun} — so the Client never repeats themselves and the\n * Support Specialist starts with the complete history.\n *\n * A no-repeat guarantee keeps at most one handoff active per case\n * (`metadata.activeHandoff`): repeat triggers while one is pending only\n * append a deduped audit event. Routing is a seam — the #1929 routing\n * service plugs in via `assignSpecialist`; without it the case is queued for\n * manual pickup (`new` → `triaged`).\n */\n\nimport type { SmrtObjectOptions } from '@happyvertical/smrt-core';\nimport {\n  type SupportAiRun,\n  SupportAiRunCollection,\n} from '../models/support-ai-run.js';\nimport type { SupportCase } from '../models/support-case.js';\nimport type { HumanHandoffTrigger } from '../types.js';\nimport {\n  type CaseTimelineItem,\n  SupportCaseService,\n} from './support-case-service.js';\n\n/** One compact timeline entry inside a {@link HandoffContextPackage}. */\nexport interface HandoffTimelineItem {\n  kind: 'interaction' | 'event';\n  /** ISO-8601 timestamp (the package is embedded in a JSON event payload). */\n  occurredAt: string;\n  actorKind: string;\n  summary: string;\n  /** Interaction body — the Client's own words travel with the handoff. */\n  body?: string;\n}\n\n/** One compact AI-run entry inside a {@link HandoffContextPackage}. */\nexport interface HandoffAiRunSummary {\n  phase: string;\n  outcome: string;\n  confidence: number | null;\n  classification: Record<string, unknown>;\n  error: string | null;\n}\n\n/**\n * The lossless context a Human Handoff transfers (FR-28b): the case's current\n * state plus the merged timeline and every prior automated-work audit row.\n * This is what the assigned Support Specialist receives — the Client never\n * repeats themselves.\n */\nexport interface HandoffContextPackage {\n  caseNumber: string;\n  subject: string;\n  status: string;\n  severity: string;\n  category: string;\n  clientProfileId: string | null;\n  projectId: string | null;\n  planId: string | null;\n  timeline: HandoffTimelineItem[];\n  aiRuns: HandoffAiRunSummary[];\n}\n\n/**\n * The routing seam (#1929): pick the Support Specialist for a handed-off\n * case. Return `null` to leave the case in the queue for manual assignment.\n */\nexport type SpecialistRouter = (\n  supportCase: SupportCase,\n  context: { trigger: HumanHandoffTrigger },\n) => Promise<{\n  specialistId: string;\n  rationale?: Record<string, unknown>;\n} | null>;\n\n/** Options for {@link HumanHandoffService.create}. */\nexport interface HumanHandoffServiceOptions extends SmrtObjectOptions {\n  /** Routing seam; omitted → handed-off cases queue for manual assignment. */\n  assignSpecialist?: SpecialistRouter;\n}\n\n/** Input for one {@link HumanHandoffService.handoff} call. */\nexport interface HumanHandoffInput {\n  trigger: HumanHandoffTrigger;\n  /** Free-form context for the audit event (why the trigger fired). */\n  note?: string;\n  /** The requesting Client profile, for `client_request` triggers. */\n  requestedByProfileId?: string | null;\n}\n\n/** Result of one {@link HumanHandoffService.handoff} call. */\nexport interface HumanHandoffResult {\n  supportCase: SupportCase;\n  /** True when an earlier handoff was still active (no-repeat guarantee). */\n  alreadyActive: boolean;\n}\n\n/**\n * The Human Handoff engine. Construct with {@link HumanHandoffService.create}.\n */\nexport class HumanHandoffService {\n  readonly caseService: SupportCaseService;\n  readonly aiRuns: SupportAiRunCollection;\n  private readonly assignSpecialist?: SpecialistRouter;\n\n  protected constructor(deps: {\n    caseService: SupportCaseService;\n    aiRuns: SupportAiRunCollection;\n    assignSpecialist?: SpecialistRouter;\n  }) {\n    this.caseService = deps.caseService;\n    this.aiRuns = deps.aiRuns;\n    this.assignSpecialist = deps.assignSpecialist;\n  }\n\n  static async create(\n    options: HumanHandoffServiceOptions,\n  ): Promise<HumanHandoffService> {\n    const [caseService, aiRuns] = await Promise.all([\n      SupportCaseService.create(options),\n      SupportAiRunCollection.create(options),\n    ]);\n    return new HumanHandoffService({\n      caseService,\n      aiRuns,\n      assignSpecialist: options.assignSpecialist,\n    });\n  }\n\n  /**\n   * Assemble the lossless context package for a case: current state, the\n   * merged interaction/event timeline, and every prior AI run (FR-28b).\n   */\n  async buildContextPackage(caseId: string): Promise<HandoffContextPackage> {\n    const supportCase = await this.caseService.getCase(caseId);\n    const [timeline, runs] = await Promise.all([\n      this.caseService.getTimeline(caseId),\n      this.aiRuns.forCase(caseId),\n    ]);\n    return {\n      caseNumber: supportCase.caseNumber,\n      subject: supportCase.subject,\n      status: supportCase.status,\n      severity: supportCase.severity,\n      category: supportCase.category,\n      clientProfileId: supportCase.clientProfileId,\n      projectId: supportCase.projectId,\n      planId: supportCase.planId,\n      timeline: timeline.map((item) => compactTimelineItem(item)),\n      aiRuns: runs.map((run) => compactAiRun(run)),\n    };\n  }\n\n  /**\n   * Hand the case to a human: enforce the no-repeat guarantee, stamp\n   * `metadata.activeHandoff`, record the `handoff` audit event carrying the\n   * full context package, then route via the `assignSpecialist` seam (or\n   * queue the case as `triaged` when unrouted).\n   */\n  async handoff(\n    caseRef: SupportCase | string,\n    input: HumanHandoffInput,\n  ): Promise<HumanHandoffResult> {\n    const supportCase =\n      typeof caseRef === 'string'\n        ? await this.caseService.getCase(caseRef)\n        : caseRef;\n    const caseId = this.caseIdOf(supportCase);\n\n    // No-repeat guarantee: while one handoff is pending, repeat triggers only\n    // append a deduped audit event — assignment never runs twice.\n    if (this.isHandoffActive(supportCase)) {\n      await this.caseService.recordEvent(supportCase, 'handoff', {\n        actorKind: 'system',\n        summary: `Human handoff (${input.trigger}) deduped — one already active`,\n        payload: { trigger: input.trigger, deduped: true },\n      });\n      return { supportCase, alreadyActive: true };\n    }\n\n    supportCase.updateMetadata({\n      activeHandoff: { trigger: input.trigger, at: new Date().toISOString() },\n    });\n    await supportCase.save();\n\n    if (input.trigger === 'client_request') {\n      await this.caseService.requestHuman(supportCase, {\n        byProfileId: input.requestedByProfileId ?? null,\n        note: input.note,\n      });\n    }\n\n    const contextPackage = await this.buildContextPackage(caseId);\n    await this.caseService.recordEvent(supportCase, 'handoff', {\n      actorKind: 'system',\n      summary: `Human handoff triggered (${input.trigger})`,\n      payload: {\n        trigger: input.trigger,\n        note: input.note ?? null,\n        contextPackage,\n      },\n    });\n\n    let routed: Awaited<ReturnType<SpecialistRouter>> = null;\n    if (this.assignSpecialist) {\n      routed = await this.assignSpecialist(supportCase, {\n        trigger: input.trigger,\n      });\n    }\n    if (routed) {\n      await this.caseService.assign(supportCase, {\n        actorKind: 'system',\n        specialistId: routed.specialistId,\n        rationale: routed.rationale,\n      });\n    } else if (supportCase.status === 'new') {\n      await this.caseService.transition(supportCase, 'triaged', {\n        actorKind: 'system',\n        reason: 'human handoff queued',\n      });\n    }\n\n    return { supportCase, alreadyActive: false };\n  }\n\n  /**\n   * Clear the active-handoff flag so a later trigger can hand off again.\n   * Apps call this when the handoff concludes (assignment accepted or the\n   * case resolves); a resolve-then-reopen also invalidates the flag\n   * automatically inside {@link handoff}.\n   */\n  async releaseHandoff(caseRef: SupportCase | string): Promise<SupportCase> {\n    const supportCase =\n      typeof caseRef === 'string'\n        ? await this.caseService.getCase(caseRef)\n        : caseRef;\n    if (supportCase.getMetadata().activeHandoff) {\n      supportCase.updateMetadata({ activeHandoff: null });\n      await supportCase.save();\n    }\n    return supportCase;\n  }\n\n  /**\n   * Whether a handoff is still pending on the case. A flag survives only\n   * while the case stays open; a resolve-and-reopen since the flag was set\n   * makes it stale (the new conversation may hand off afresh).\n   */\n  private isHandoffActive(supportCase: SupportCase): boolean {\n    const active = supportCase.getMetadata().activeHandoff;\n    if (!active || typeof active !== 'object') {\n      return false;\n    }\n    if (!supportCase.isOpen()) {\n      return false;\n    }\n    const at = Date.parse(String((active as Record<string, unknown>).at ?? ''));\n    if (\n      Number.isFinite(at) &&\n      supportCase.lastReopenedAt &&\n      supportCase.lastReopenedAt.getTime() > at\n    ) {\n      return false;\n    }\n    return true;\n  }\n\n  /** The persisted id of a saved case. */\n  private caseIdOf(supportCase: SupportCase): string {\n    if (!supportCase.id) {\n      throw new Error('SupportCase has no id — was it saved?');\n    }\n    return supportCase.id;\n  }\n}\n\n/** Compact one merged-timeline item for the context package. */\nfunction compactTimelineItem(item: CaseTimelineItem): HandoffTimelineItem {\n  if (item.kind === 'interaction' && item.interaction) {\n    return {\n      kind: 'interaction',\n      occurredAt: item.occurredAt.toISOString(),\n      actorKind: item.interaction.actorKind,\n      summary: `${item.interaction.direction} ${item.interaction.channelKind}`,\n      body: item.interaction.body,\n    };\n  }\n  return {\n    kind: 'event',\n    occurredAt: item.occurredAt.toISOString(),\n    actorKind: item.event?.actorKind ?? 'system',\n    summary: item.event?.summary ?? '',\n  };\n}\n\n/** Compact one AI run for the context package. */\nfunction compactAiRun(run: SupportAiRun): HandoffAiRunSummary {\n  return {\n    phase: run.phase,\n    outcome: run.outcome,\n    confidence: run.confidence,\n    classification: run.getClassification(),\n    error: run.error || null,\n  };\n}\n\nexport default HumanHandoffService;\n","/**\n * KeyedMutex — serialize async work per key within one process.\n *\n * Used where a read-then-write decision must not interleave for the same\n * logical resource: intake's create-or-join per conversation key, and\n * included-time consumption per case during time-entry approval. Keys chain\n * promises, so concurrent callers for the same key run strictly in arrival\n * order while different keys stay fully parallel; entries clean up when the\n * last waiter finishes.\n *\n * Scope: in-process only. It covers the deployment shape these paths run in\n * (one app process owns intake interceptors / approval actions); multi-\n * replica deployments serialize at the app layer (sticky routing or a\n * DB-level claim), which composes above these seams.\n */\nexport class KeyedMutex {\n  private readonly tails = new Map<string, Promise<unknown>>();\n\n  /** Run `fn` exclusively for `key`, after every earlier holder of it. */\n  async run<T>(key: string, fn: () => Promise<T>): Promise<T> {\n    const previous = this.tails.get(key) ?? Promise.resolve();\n    // Chain regardless of the predecessor's outcome — a failed holder must\n    // not poison the queue behind it.\n    const turn = previous.then(fn, fn);\n    // Track completion (success or failure) so cleanup always runs.\n    const settled = turn.then(\n      () => undefined,\n      () => undefined,\n    );\n    this.tails.set(key, settled);\n    try {\n      return await turn;\n    } finally {\n      if (this.tails.get(key) === settled) {\n        this.tails.delete(key);\n      }\n    }\n  }\n}\n\nexport default KeyedMutex;\n","/**\n * SupportRoutingService — Project-qualified Support Case routing (FR-30).\n *\n * Ranks Support Specialists for a case with an **explainable** score: every\n * hard eligibility check (active status, effective Project Support\n * Qualification, workload cap, availability) is recorded as a factor on the\n * ranked entry, so the queue UI can show *why* someone was or wasn't chosen.\n * Ineligible specialists stay in the returned ranking (`eligible: false`)\n * for that rationale display.\n *\n * `autoAssign` writes the assignment through {@link SupportCaseService} with\n * the ranking rationale in the audit event; `reassign` is the manual\n * override, gated by the `support.reassign-case` permission split and a\n * cross-tenant guard.\n */\n\nimport type { SmrtObjectOptions } from '@happyvertical/smrt-core';\nimport type { SupportCase } from '../models/support-case.js';\nimport type { SupportAvailability } from '../models/support-specialist.js';\nimport {\n  SupportAvailabilityCollection,\n  SupportQualificationCollection,\n  type SupportSpecialist,\n  SupportSpecialistCollection,\n} from '../models/support-specialist.js';\nimport {\n  REASSIGN_CASE_PERMISSION,\n  type SupportPrincipal,\n} from '../permissions.js';\nimport type { SupportActorKind, SupportQualificationLevel } from '../types.js';\nimport { zonedParts } from './coverage-calendar.js';\nimport { SupportCaseService } from './support-case-service.js';\n\n/**\n * Named scoring weights, so the ranking is auditable against the code.\n * Factors carry the raw signals; the score composes them with these weights.\n */\nexport const ROUTING_WEIGHTS = {\n  /** Case/plan preferred specialist (FR-30) — considered first. */\n  PREFERRED_SPECIALIST: 100,\n  /** Effective `expert` Project Support Qualification. */\n  QUALIFICATION_EXPERT: 30,\n  /** Effective `qualified` Project Support Qualification. */\n  QUALIFICATION_QUALIFIED: 20,\n  /** Effective `trainee` Project Support Qualification. */\n  QUALIFICATION_TRAINEE: 5,\n  /** An active on-call span at the routing instant. */\n  ON_CALL: 25,\n  /** A weekly availability window covering the routing instant. */\n  WEEKLY_AVAILABLE: 15,\n  /** Maximum workload-headroom bonus (scaled by free capacity). */\n  WORKLOAD_HEADROOM_MAX: 10,\n  /** Case language ∈ specialist languages. */\n  LANGUAGE_MATCH: 10,\n} as const;\n\nconst QUALIFICATION_WEIGHTS: Record<SupportQualificationLevel, number> = {\n  expert: ROUTING_WEIGHTS.QUALIFICATION_EXPERT,\n  qualified: ROUTING_WEIGHTS.QUALIFICATION_QUALIFIED,\n  trainee: ROUTING_WEIGHTS.QUALIFICATION_TRAINEE,\n};\n\n/** Strongest-first ordering for picking the effective qualification level. */\nconst QUALIFICATION_RANK: Record<SupportQualificationLevel, number> = {\n  expert: 3,\n  qualified: 2,\n  trainee: 1,\n};\n\n/** One specialist's routing evaluation for a case. */\nexport interface RankedSpecialist {\n  specialistId: string;\n  displayName: string;\n  score: number;\n  /** Whether every hard eligibility filter passed. */\n  eligible: boolean;\n  /** The raw signals behind the score/eligibility (rationale display). */\n  factors: Record<string, number | string | boolean>;\n}\n\n/** Result of an {@link SupportRoutingService.autoAssign} attempt. */\nexport interface AutoAssignResult {\n  assigned: boolean;\n  specialistId?: string;\n  ranking: RankedSpecialist[];\n}\n\n/** Thrown when a manual reassignment is refused (permission or tenant). */\nexport class ReassignDeniedError extends Error {\n  constructor(message: string) {\n    super(message);\n    this.name = 'ReassignDeniedError';\n  }\n}\n\n/** Options for {@link SupportRoutingService.create}. */\nexport interface SupportRoutingServiceOptions extends SmrtObjectOptions {\n  /** Share an existing case service (and its collections) with the router. */\n  caseService?: SupportCaseService;\n}\n\n/** Compact ranking rows embedded in assignment rationale payloads. */\nfunction compactRanking(\n  ranking: RankedSpecialist[],\n  limit: number,\n): Array<\n  Pick<RankedSpecialist, 'specialistId' | 'displayName' | 'score' | 'eligible'>\n> {\n  return ranking.slice(0, limit).map((entry) => ({\n    specialistId: entry.specialistId,\n    displayName: entry.displayName,\n    score: entry.score,\n    eligible: entry.eligible,\n  }));\n}\n\n/** Whether an absolute availability span covers the instant. */\nfunction spanActiveAt(window: SupportAvailability, at: Date): boolean {\n  if (!window.startsAt) {\n    return false; // A span without a start never activates.\n  }\n  if (window.startsAt.getTime() > at.getTime()) {\n    return false;\n  }\n  return window.endsAt === null || at.getTime() < window.endsAt.getTime();\n}\n\n/**\n * The routing engine. Construct with {@link SupportRoutingService.create}.\n */\nexport class SupportRoutingService {\n  readonly caseService: SupportCaseService;\n  readonly specialists: SupportSpecialistCollection;\n  readonly qualifications: SupportQualificationCollection;\n  readonly availabilities: SupportAvailabilityCollection;\n\n  protected constructor(collections: {\n    caseService: SupportCaseService;\n    specialists: SupportSpecialistCollection;\n    qualifications: SupportQualificationCollection;\n    availabilities: SupportAvailabilityCollection;\n  }) {\n    this.caseService = collections.caseService;\n    this.specialists = collections.specialists;\n    this.qualifications = collections.qualifications;\n    this.availabilities = collections.availabilities;\n  }\n\n  static async create(\n    options: SupportRoutingServiceOptions,\n  ): Promise<SupportRoutingService> {\n    const { caseService, ...smrtOptions } = options;\n    const [service, specialists, qualifications, availabilities] =\n      await Promise.all([\n        caseService ?? SupportCaseService.create(smrtOptions),\n        SupportSpecialistCollection.create(smrtOptions),\n        SupportQualificationCollection.create(smrtOptions),\n        SupportAvailabilityCollection.create(smrtOptions),\n      ]);\n    return new SupportRoutingService({\n      caseService: service,\n      specialists,\n      qualifications,\n      availabilities,\n    });\n  }\n\n  private async resolveCase(\n    caseRef: SupportCase | string,\n  ): Promise<SupportCase> {\n    return typeof caseRef === 'string'\n      ? this.caseService.getCase(caseRef)\n      : caseRef;\n  }\n\n  /**\n   * Rank every Support Specialist for a case at an instant.\n   *\n   * Hard eligibility filters — each recorded as a factor:\n   * - `status` must be `active`;\n   * - when the case carries a `projectId`, an *effective* Project Support\n   *   Qualification for that project (`projectQualification` is the level,\n   *   or `'expired'`/`'none'` on failure);\n   * - open assigned cases below `maxConcurrentCases` (`openCases`,\n   *   `workloadExceeded`);\n   * - available at `at`: a weekly window in the specialist's own timezone or\n   *   an active on-call span, and not inside a time-off span\n   *   (`weeklyAvailable`, `onCall`, `timeOff`).\n   *\n   * Ineligible specialists are returned too (`eligible: false`) so the UI\n   * can show the failing factor. Sorted by score descending, then display\n   * name, then id.\n   */\n  async rankSpecialists(\n    caseRef: SupportCase | string,\n    opts: { at?: Date; exclude?: string[] } = {},\n  ): Promise<RankedSpecialist[]> {\n    const supportCase = await this.resolveCase(caseRef);\n    const at = opts.at ?? new Date();\n    const excluded = new Set(opts.exclude ?? []);\n\n    const specialists = await this.specialists.list({});\n    const ranked: RankedSpecialist[] = [];\n\n    for (const specialist of specialists) {\n      ranked.push(\n        await this.evaluateSpecialist(supportCase, specialist, at, excluded),\n      );\n    }\n\n    return ranked.sort(\n      (a, b) =>\n        b.score - a.score ||\n        a.displayName.localeCompare(b.displayName) ||\n        a.specialistId.localeCompare(b.specialistId),\n    );\n  }\n\n  private async evaluateSpecialist(\n    supportCase: SupportCase,\n    specialist: SupportSpecialist,\n    at: Date,\n    excluded: Set<string>,\n  ): Promise<RankedSpecialist> {\n    const specialistId = specialist.id ?? '';\n    const factors: Record<string, number | string | boolean> = {};\n    let eligible = true;\n    let score = 0;\n\n    factors.status = specialist.status;\n    if (!specialist.isActive()) {\n      eligible = false;\n    }\n\n    // Tenant boundary (hard filter): a case never routes to another\n    // tenant's specialist, even when ranking runs without an ambient\n    // tenant context (system/job paths list across tenants).\n    if (\n      specialist.tenantId &&\n      supportCase.tenantId &&\n      specialist.tenantId !== supportCase.tenantId\n    ) {\n      factors.tenantMismatch = true;\n      eligible = false;\n    }\n\n    if (excluded.has(specialistId)) {\n      factors.excluded = true;\n      eligible = false;\n    }\n\n    // Project Support Qualification (hard filter when the case has a project).\n    if (supportCase.projectId) {\n      const qualifications = (\n        await this.qualifications.forSpecialist(specialistId)\n      ).filter((q) => q.projectId === supportCase.projectId);\n      const effective = qualifications.filter((q) => q.isEffectiveAt(at));\n      if (effective.length > 0) {\n        const level = effective\n          .map((q) => q.level)\n          .sort((a, b) => QUALIFICATION_RANK[b] - QUALIFICATION_RANK[a])[0];\n        factors.projectQualification = level;\n        score += QUALIFICATION_WEIGHTS[level];\n      } else {\n        factors.projectQualification =\n          qualifications.length > 0 ? 'expired' : 'none';\n        eligible = false;\n      }\n    }\n\n    // Workload cap.\n    const openCases = await this.caseService.cases.findQueue({\n      assignedSpecialistId: specialistId,\n      openOnly: true,\n      limit: 1000,\n    });\n    factors.openCases = openCases.length;\n    factors.maxConcurrentCases = specialist.maxConcurrentCases;\n    if (openCases.length >= specialist.maxConcurrentCases) {\n      factors.workloadExceeded = true;\n      eligible = false;\n    } else if (specialist.maxConcurrentCases > 0) {\n      score += Math.round(\n        (ROUTING_WEIGHTS.WORKLOAD_HEADROOM_MAX *\n          (specialist.maxConcurrentCases - openCases.length)) /\n          specialist.maxConcurrentCases,\n      );\n    }\n\n    // Availability at `at`, in the specialist's own timezone.\n    const windows = await this.availabilities.forSpecialist(specialistId);\n    const wall = zonedParts(at, specialist.timezone || 'UTC');\n    const weeklyAvailable = windows.some(\n      (window) =>\n        window.kind === 'weekly' &&\n        window.weekday === wall.weekday &&\n        wall.minuteOfDay >= window.startMinute &&\n        wall.minuteOfDay < window.endMinute,\n    );\n    const onCall = windows.some(\n      (window) => window.kind === 'on_call' && spanActiveAt(window, at),\n    );\n    const timeOff = windows.some(\n      (window) => window.kind === 'time_off' && spanActiveAt(window, at),\n    );\n    factors.weeklyAvailable = weeklyAvailable;\n    factors.onCall = onCall;\n    factors.timeOff = timeOff;\n    if (timeOff || (!weeklyAvailable && !onCall)) {\n      eligible = false;\n    }\n    if (onCall) {\n      score += ROUTING_WEIGHTS.ON_CALL;\n    }\n    if (weeklyAvailable) {\n      score += ROUTING_WEIGHTS.WEEKLY_AVAILABLE;\n    }\n\n    // Soft preferences.\n    if (\n      supportCase.preferredSpecialistId &&\n      supportCase.preferredSpecialistId === specialistId\n    ) {\n      factors.preferred = true;\n      score += ROUTING_WEIGHTS.PREFERRED_SPECIALIST;\n    }\n\n    const language = supportCase.getMetadata().language;\n    if (\n      typeof language === 'string' &&\n      language.length > 0 &&\n      specialist.getLanguages().includes(language)\n    ) {\n      factors.languageMatch = true;\n      score += ROUTING_WEIGHTS.LANGUAGE_MATCH;\n    }\n\n    // Final tie-break: on-call priority added directly.\n    if (specialist.onCallPriority !== 0) {\n      factors.onCallPriority = specialist.onCallPriority;\n      score += specialist.onCallPriority;\n    }\n\n    return {\n      specialistId,\n      displayName: specialist.displayName || specialistId,\n      score,\n      eligible,\n      factors,\n    };\n  }\n\n  /**\n   * Assign the top eligible ranked specialist, recording the rationale\n   * (winning factors plus the compact top of the ranking) on the assignment\n   * event. When no one is eligible, records an unrouted `note` event with\n   * the full ranking and returns `assigned: false`.\n   */\n  async autoAssign(\n    caseRef: SupportCase | string,\n    opts: {\n      at?: Date;\n      exclude?: string[];\n      actorKind?: SupportActorKind;\n    } = {},\n  ): Promise<AutoAssignResult> {\n    const supportCase = await this.resolveCase(caseRef);\n    const ranking = await this.rankSpecialists(supportCase, {\n      at: opts.at,\n      exclude: opts.exclude,\n    });\n    const top = ranking.find((entry) => entry.eligible);\n\n    if (!top) {\n      await this.caseService.recordEvent(supportCase, 'note', {\n        actorKind: opts.actorKind ?? 'system',\n        occurredAt: opts.at,\n        summary: 'Routing found no eligible specialist',\n        payload: {\n          unrouted: true,\n          ranking: compactRanking(ranking, ranking.length),\n        },\n      });\n      return { assigned: false, ranking };\n    }\n\n    await this.caseService.assign(supportCase, {\n      actorKind: opts.actorKind ?? 'system',\n      specialistId: top.specialistId,\n      rationale: {\n        factors: top.factors,\n        ranking: compactRanking(ranking, 3),\n      },\n    });\n    return { assigned: true, specialistId: top.specialistId, ranking };\n  }\n\n  /**\n   * Manual reassignment override (FR-30). Requires the\n   * `support.reassign-case` permission split on the acting principal and\n   * refuses cross-tenant acts; the assignment event carries\n   * `{ manual: true, note }` as its rationale.\n   */\n  async reassign(\n    caseRef: SupportCase | string,\n    input: {\n      specialistId: string;\n      principal: SupportPrincipal;\n      note?: string;\n    },\n  ): Promise<SupportCase> {\n    if (!input.principal.can(REASSIGN_CASE_PERMISSION)) {\n      throw new ReassignDeniedError(\n        `Reassignment denied: principal lacks '${REASSIGN_CASE_PERMISSION}'.`,\n      );\n    }\n    const supportCase = await this.resolveCase(caseRef);\n    if (\n      input.principal.tenantId &&\n      supportCase.tenantId &&\n      input.principal.tenantId !== supportCase.tenantId\n    ) {\n      throw new ReassignDeniedError(\n        'Reassignment denied: principal tenant does not match the case tenant.',\n      );\n    }\n    // The target must be a real specialist in the case's tenant — an\n    // authorized caller must not be able to assign (and audit) a foreign\n    // tenant's specialist onto this case.\n    const specialist = await this.specialists.get({ id: input.specialistId });\n    if (!specialist) {\n      throw new ReassignDeniedError(\n        `Reassignment denied: unknown specialist '${input.specialistId}'.`,\n      );\n    }\n    if (\n      specialist.tenantId &&\n      supportCase.tenantId &&\n      specialist.tenantId !== supportCase.tenantId\n    ) {\n      throw new ReassignDeniedError(\n        'Reassignment denied: specialist tenant does not match the case tenant.',\n      );\n    }\n    return this.caseService.assign(supportCase, {\n      actorKind: 'specialist',\n      actorProfileId: input.principal.id ?? null,\n      specialistId: input.specialistId,\n      rationale: { manual: true, note: input.note ?? null },\n    });\n  }\n}\n\nexport default SupportRoutingService;\n","/**\n * ServiceTargetEngine — Service Target clocks with timed escalation\n * (FR-30/FR-31).\n *\n * Owns the full clock lifecycle on a case:\n * - **start** — one clock per configured target type from the case's plan\n *   terms (the frozen `planSnapshot` wins over the live plan; sensible\n *   defaults with no plan), `dueAt` computed in *covered* time through the\n *   plan's coverage calendar, plus a one-shot `_smrt_jobs` row\n *   (`SupportServiceTarget.checkAndEscalate`) scheduled at `dueAt`;\n * - **satisfy** — outbound specialist/agent interactions satisfy the\n *   acknowledgement/response clocks and roll the recurring update clock to\n *   its next cycle; satisfied clocks cancel their escalation job;\n * - **pause/resume** — case statuses listed in the plan's `pauseStatuses`\n *   freeze clocks (FR-29b: waiting periods pause clocks *only when the plan\n *   says so*); resume recomputes `dueAt` from the remaining covered minutes\n *   and enqueues a fresh job;\n * - **resolve/reopen** — resolution satisfies the resolution clock and\n *   cancels the rest; reopening starts fresh clocks on a new cycle;\n * - **breach** — an overdue clock is marked breached and escalated through\n *   the plan's escalation policy (notify or reassign via\n *   {@link SupportRoutingService}), with optional delayed follow-up steps.\n *\n * The engine is invoked by the application around\n * {@link SupportCaseService} calls; it deliberately takes explicit `at`\n * instants so behavior is deterministic and testable.\n */\n\nimport type { SmrtObjectOptions } from '@happyvertical/smrt-core';\nimport { type SmrtJob, SmrtJobCollection } from '@happyvertical/smrt-jobs';\nimport type { SupportCase } from '../models/support-case.js';\nimport type { SupportInteraction } from '../models/support-interaction.js';\nimport { DEFAULT_TARGET_MINUTES } from '../models/support-plan.js';\nimport {\n  SupportEscalationCollection,\n  type SupportServiceTarget,\n  SupportServiceTargetCollection,\n} from '../models/support-service-target.js';\nimport {\n  type EscalationStep,\n  OPEN_SUPPORT_CASE_STATUSES,\n  type ServiceTargetMinutes,\n  type ServiceTargetType,\n  type SupportCaseStatus,\n} from '../types.js';\nimport {\n  addCoveredMinutes,\n  type CoverageCalendar,\n  coveredMinutesBetween,\n} from './coverage-calendar.js';\nimport { SupportCaseService } from './support-case-service.js';\nimport { SupportRoutingService } from './support-routing-service.js';\n\n/** Queue name for support escalation jobs. */\nexport const SUPPORT_JOB_QUEUE = 'support';\n\n/** Priority for escalation jobs (`high` — breaches are time-critical). */\nexport const ESCALATION_JOB_PRIORITY = 75;\n\n/** Severity assumed when a case has not been assigned one yet. */\nexport const DEFAULT_SEVERITY_KEY = 'sev3';\n\n/** Case statuses that pause clocks when the plan doesn't say otherwise. */\nconst DEFAULT_PAUSE_STATUSES = ['waiting_on_client'];\n\nconst MINUTE_MS = 60_000;\n\n/** Clock target types in start order. */\nconst TARGET_TYPES: ServiceTargetType[] = [\n  'acknowledgement',\n  'response',\n  'update',\n  'resolution',\n];\n\n/** The plan terms a case's clocks run against (snapshot-first). */\nexport interface ResolvedTargetPlanTerms {\n  calendar: CoverageCalendar;\n  pauseStatuses: string[];\n  escalationPolicy: EscalationStep[];\n  targetsForSeverity(severity: string): ServiceTargetMinutes;\n}\n\n/** Options for {@link ServiceTargetEngine.create}. */\nexport interface ServiceTargetEngineOptions extends SmrtObjectOptions {\n  /** Share an existing case service (and its collections) with the engine. */\n  caseService?: SupportCaseService;\n  /**\n   * Whether to enqueue real `_smrt_jobs` escalation rows (default `true`).\n   * Disable only where a jobs table is unavailable by design.\n   */\n  scheduleJobs?: boolean;\n}\n\nfunction targetMinutesFor(\n  minutes: ServiceTargetMinutes,\n  targetType: ServiceTargetType,\n): number | null {\n  switch (targetType) {\n    case 'acknowledgement':\n      return minutes.acknowledgementMinutes;\n    case 'response':\n      return minutes.responseMinutes;\n    case 'update':\n      return minutes.updateMinutes;\n    case 'resolution':\n      return minutes.resolutionMinutes;\n    default:\n      return null;\n  }\n}\n\nfunction asStringArray(value: unknown): string[] | null {\n  if (!Array.isArray(value)) {\n    return null;\n  }\n  return value.filter((entry): entry is string => typeof entry === 'string');\n}\n\nfunction asFiniteNumber(value: unknown): number {\n  return typeof value === 'number' && Number.isFinite(value) ? value : 0;\n}\n\nfunction parseIsoDate(value: unknown): Date | null {\n  if (value instanceof Date) {\n    return Number.isNaN(value.getTime()) ? null : value;\n  }\n  if (typeof value === 'string' && value) {\n    const parsed = new Date(value);\n    return Number.isNaN(parsed.getTime()) ? null : parsed;\n  }\n  return null;\n}\n\n/**\n * The clock engine. Construct with {@link ServiceTargetEngine.create}.\n */\nexport class ServiceTargetEngine {\n  readonly caseService: SupportCaseService;\n  readonly targets: SupportServiceTargetCollection;\n  readonly escalations: SupportEscalationCollection;\n  readonly jobs: SmrtJobCollection;\n  readonly scheduleJobs: boolean;\n\n  private readonly options: SmrtObjectOptions;\n  private routing?: SupportRoutingService;\n\n  protected constructor(deps: {\n    options: SmrtObjectOptions;\n    caseService: SupportCaseService;\n    targets: SupportServiceTargetCollection;\n    escalations: SupportEscalationCollection;\n    jobs: SmrtJobCollection;\n    scheduleJobs: boolean;\n  }) {\n    this.options = deps.options;\n    this.caseService = deps.caseService;\n    this.targets = deps.targets;\n    this.escalations = deps.escalations;\n    this.jobs = deps.jobs;\n    this.scheduleJobs = deps.scheduleJobs;\n  }\n\n  static async create(\n    options: ServiceTargetEngineOptions,\n  ): Promise<ServiceTargetEngine> {\n    const { caseService, scheduleJobs, ...smrtOptions } = options;\n    const [service, targets, escalations, jobs] = await Promise.all([\n      caseService ?? SupportCaseService.create(smrtOptions),\n      SupportServiceTargetCollection.create(smrtOptions),\n      SupportEscalationCollection.create(smrtOptions),\n      SmrtJobCollection.create(smrtOptions),\n    ]);\n    return new ServiceTargetEngine({\n      options: smrtOptions,\n      caseService: service,\n      targets,\n      escalations,\n      jobs,\n      scheduleJobs: scheduleJobs ?? true,\n    });\n  }\n\n  private async resolveCase(\n    caseRef: SupportCase | string,\n  ): Promise<SupportCase> {\n    return typeof caseRef === 'string'\n      ? this.caseService.getCase(caseRef)\n      : caseRef;\n  }\n\n  private requireId(entity: { id?: string | null }, label: string): string {\n    if (!entity.id) {\n      throw new Error(`${label} has no id — was it saved?`);\n    }\n    return entity.id;\n  }\n\n  private async getRoutingService(): Promise<SupportRoutingService> {\n    if (!this.routing) {\n      this.routing = await SupportRoutingService.create({\n        ...this.options,\n        caseService: this.caseService,\n      });\n    }\n    return this.routing;\n  }\n\n  /**\n   * Resolve the plan terms governing a case's clocks: the frozen\n   * `planSnapshot` when present, else the loaded plan, else conservative\n   * defaults (24×7 calendar, default target minutes, pause on\n   * `waiting_on_client`, empty escalation policy).\n   */\n  async resolvePlanTerms(\n    supportCase: SupportCase,\n  ): Promise<ResolvedTargetPlanTerms> {\n    const snapshot = supportCase.getPlanSnapshot();\n    if (Object.keys(snapshot).length > 0) {\n      const coverage = Array.isArray(snapshot.coverage)\n        ? (snapshot.coverage as CoverageCalendar['windows'])\n        : [];\n      const calendar: CoverageCalendar = {\n        windows: coverage,\n        holidays: asStringArray(snapshot.holidays) ?? [],\n        timezone:\n          typeof snapshot.timezone === 'string' && snapshot.timezone\n            ? snapshot.timezone\n            : 'UTC',\n      };\n      const targets =\n        snapshot.targets && typeof snapshot.targets === 'object'\n          ? (snapshot.targets as Record<string, Partial<ServiceTargetMinutes>>)\n          : {};\n      return {\n        calendar,\n        // An explicit (even empty) snapshot list is authoritative — FR-29b:\n        // clocks pause only when the plan says so.\n        pauseStatuses:\n          asStringArray(snapshot.pauseStatuses) ?? DEFAULT_PAUSE_STATUSES,\n        escalationPolicy: Array.isArray(snapshot.escalationPolicy)\n          ? (snapshot.escalationPolicy as EscalationStep[])\n          : [],\n        targetsForSeverity: (severity: string) => ({\n          ...DEFAULT_TARGET_MINUTES,\n          ...(targets[severity] ?? {}),\n        }),\n      };\n    }\n\n    if (supportCase.planId) {\n      const plan = await this.caseService.plans.get({ id: supportCase.planId });\n      if (plan) {\n        return {\n          calendar: {\n            windows: plan.getCoverage(),\n            holidays: plan.getHolidays(),\n            timezone: plan.timezone || 'UTC',\n          },\n          pauseStatuses: plan.getPauseStatuses(),\n          escalationPolicy: plan.getEscalationPolicy(),\n          targetsForSeverity: (severity: string) =>\n            plan.targetsForSeverity(severity),\n        };\n      }\n    }\n\n    return {\n      calendar: { windows: [], holidays: [], timezone: 'UTC' },\n      pauseStatuses: [...DEFAULT_PAUSE_STATUSES],\n      escalationPolicy: [],\n      targetsForSeverity: () => ({ ...DEFAULT_TARGET_MINUTES }),\n    };\n  }\n\n  /**\n   * Start the case's Service Target clocks (idempotent: target types that\n   * already have an active clock are skipped). One clock per non-null\n   * configured minutes for the case severity — the `update` clock only when\n   * the plan configures `updateMinutes`. A first start creates cycle 0;\n   * starting again after clocks settled (e.g. a reopen) creates the next\n   * cycle, preserving the settled rows.\n   */\n  async startTargetsForCase(\n    caseRef: SupportCase | string,\n    opts: { at?: Date } = {},\n  ): Promise<SupportServiceTarget[]> {\n    const supportCase = await this.resolveCase(caseRef);\n    return this.startTargets(supportCase, opts.at ?? new Date());\n  }\n\n  private async startTargets(\n    supportCase: SupportCase,\n    at: Date,\n  ): Promise<SupportServiceTarget[]> {\n    const caseId = this.requireId(supportCase, 'SupportCase');\n    const terms = await this.resolvePlanTerms(supportCase);\n    const severity = supportCase.severity || DEFAULT_SEVERITY_KEY;\n    const minutes = terms.targetsForSeverity(severity);\n    const existing = await this.targets.forCase(caseId);\n\n    const created: SupportServiceTarget[] = [];\n    for (const targetType of TARGET_TYPES) {\n      const baseMinutes = targetMinutesFor(minutes, targetType);\n      if (baseMinutes === null) {\n        continue;\n      }\n      const active = await this.targets.activeTarget(caseId, targetType);\n      if (active) {\n        continue;\n      }\n      // Next cycle above any prior (settled) row of this type — first start\n      // is cycle 0; a reopen starts the next cycle. Never reuse a settled\n      // row's cycle: `(case_id, target_type, cycle)` are conflict columns,\n      // so an equal-cycle create would upsert over the historical row.\n      const prior = existing.filter(\n        (target) => target.targetType === targetType,\n      );\n      const cycle =\n        prior.length > 0\n          ? Math.max(...prior.map((target) => target.cycle)) + 1\n          : 0;\n      created.push(\n        await this.startTarget(supportCase, terms, {\n          targetType,\n          cycle,\n          severity,\n          baseMinutes,\n          at,\n        }),\n      );\n    }\n    return created;\n  }\n\n  private async startTarget(\n    supportCase: SupportCase,\n    terms: ResolvedTargetPlanTerms,\n    input: {\n      targetType: ServiceTargetType;\n      cycle: number;\n      severity: string;\n      baseMinutes: number;\n      at: Date;\n    },\n  ): Promise<SupportServiceTarget> {\n    const dueAt = addCoveredMinutes(\n      terms.calendar,\n      input.at,\n      input.baseMinutes,\n    );\n    const target = await this.targets.create({\n      tenantId: supportCase.tenantId,\n      caseId: this.requireId(supportCase, 'SupportCase'),\n      targetType: input.targetType,\n      cycle: input.cycle,\n      severity: input.severity,\n      baseMinutes: input.baseMinutes,\n      startedAt: input.at,\n      dueAt,\n      status: 'pending',\n      metadata: JSON.stringify({ consumedMinutes: 0 }),\n    });\n    await this.scheduleEscalationJob(target, dueAt);\n    await this.caseService.recordEvent(supportCase, 'target_scheduled', {\n      actorKind: 'system',\n      occurredAt: input.at,\n      summary: `${input.targetType} target scheduled (cycle ${input.cycle}, due ${dueAt.toISOString()})`,\n      payload: {\n        targetId: target.id,\n        targetType: input.targetType,\n        cycle: input.cycle,\n        severity: input.severity,\n        baseMinutes: input.baseMinutes,\n        dueAt: dueAt.toISOString(),\n      },\n    });\n    return target;\n  }\n\n  /**\n   * Enqueue the one-shot escalation job for a clock at `runAt` and record\n   * its id on the target (`escalationJobId`) so satisfying can cancel it.\n   */\n  private async scheduleEscalationJob(\n    target: SupportServiceTarget,\n    runAt: Date,\n  ): Promise<void> {\n    if (!this.scheduleJobs) {\n      return;\n    }\n    const job = await this.jobs.enqueueJob(\n      {\n        tenantId: target.tenantId ?? null,\n        queue: SUPPORT_JOB_QUEUE,\n        objectType: 'SupportServiceTarget',\n        objectId: this.requireId(target, 'SupportServiceTarget'),\n        method: 'checkAndEscalate',\n        args: {},\n        runAt,\n        priority: ESCALATION_JOB_PRIORITY,\n      },\n      // Trusted internal caller: escalation jobs carry clock correctness, so\n      // they must not be dropped by the per-tenant creation cap. Their count\n      // is bounded by the tenant's active clocks.\n      { tenantJobCap: 0 },\n    );\n    target.escalationJobId = job.id ?? '';\n    await target.save();\n  }\n\n  /**\n   * Cancel a clock's pending escalation job, tolerating jobs that already\n   * ran, were cancelled, or are missing (at-least-once semantics).\n   */\n  private async cancelEscalationJob(\n    target: SupportServiceTarget,\n  ): Promise<void> {\n    if (!target.escalationJobId) {\n      return;\n    }\n    try {\n      const job: SmrtJob | null = await this.jobs.get({\n        id: target.escalationJobId,\n      });\n      if (job && (job.status === 'pending' || job.status === 'running')) {\n        await job.cancel();\n      }\n    } catch {\n      // Already terminal or missing — the target state is authoritative.\n    }\n  }\n\n  /**\n   * React to a recorded interaction. Outbound specialist/agent interactions\n   * satisfy the acknowledgement clock (first outbound of any kind), the\n   * response clock (first substantive outbound — the same trigger), and the\n   * active update-cycle clock (which then restarts at the next cycle from\n   * the interaction instant). Inbound client interactions never satisfy\n   * clocks.\n   */\n  async onInteractionRecorded(\n    caseRef: SupportCase | string,\n    interaction: SupportInteraction,\n  ): Promise<SupportServiceTarget[]> {\n    if (interaction.direction !== 'outbound') {\n      return [];\n    }\n    if (\n      interaction.actorKind !== 'specialist' &&\n      interaction.actorKind !== 'agent'\n    ) {\n      return [];\n    }\n    const supportCase = await this.resolveCase(caseRef);\n    const caseId = this.requireId(supportCase, 'SupportCase');\n    const at = interaction.occurredAt ?? new Date();\n    const satisfied: SupportServiceTarget[] = [];\n\n    // Drafts (`metadata.draft`) were never delivered — they satisfy nothing.\n    const interactionMeta = interaction.getMetadata();\n    if (interactionMeta.draft === true) {\n      return [];\n    }\n    // A templated receipt (`metadata.acknowledgement`) satisfies only the\n    // acknowledgement clock; response/update clocks wait for a substantive\n    // reply — otherwise the instant AI ack would neuter response targets.\n    const ackOnly = interactionMeta.acknowledgement === true;\n    const satisfiableTypes = ackOnly\n      ? (['acknowledgement'] as const)\n      : (['acknowledgement', 'response'] as const);\n\n    for (const targetType of satisfiableTypes) {\n      const target = await this.targets.activeTarget(caseId, targetType);\n      if (target) {\n        await this.satisfyTarget(supportCase, target, at);\n        satisfied.push(target);\n      }\n    }\n\n    const update = ackOnly\n      ? null\n      : await this.targets.activeTarget(caseId, 'update');\n    if (update) {\n      await this.satisfyTarget(supportCase, update, at);\n      satisfied.push(update);\n      const terms = await this.resolvePlanTerms(supportCase);\n      const severity = supportCase.severity || DEFAULT_SEVERITY_KEY;\n      const updateMinutes = terms.targetsForSeverity(severity).updateMinutes;\n      if (updateMinutes !== null) {\n        await this.startTarget(supportCase, terms, {\n          targetType: 'update',\n          cycle: update.cycle + 1,\n          severity,\n          baseMinutes: updateMinutes,\n          at,\n        });\n      }\n    }\n\n    return satisfied;\n  }\n\n  private async satisfyTarget(\n    supportCase: SupportCase,\n    target: SupportServiceTarget,\n    at: Date,\n  ): Promise<void> {\n    if (target.pausedAt) {\n      target.pausedTotalSeconds += Math.max(\n        0,\n        Math.round((at.getTime() - target.pausedAt.getTime()) / 1000),\n      );\n      target.pausedAt = null;\n    }\n    target.status = 'satisfied';\n    target.satisfiedAt = at;\n    await target.save();\n    await this.cancelEscalationJob(target);\n    await this.caseService.recordEvent(supportCase, 'target_satisfied', {\n      actorKind: 'system',\n      occurredAt: at,\n      summary: `${target.targetType} target satisfied`,\n      payload: {\n        targetId: target.id,\n        targetType: target.targetType,\n        cycle: target.cycle,\n      },\n    });\n  }\n\n  /**\n   * React to a case lifecycle transition:\n   * - to `resolved` — satisfy the resolution clock, cancel every other\n   *   active clock (and its job);\n   * - to `closed` — cancel all remaining active clocks;\n   * - reopen (`resolved`/`closed` → an open status) — start fresh clocks on\n   *   the next cycle for every type;\n   * - entering a plan pause status — freeze pending clocks (FR-29b: only\n   *   when the plan says so);\n   * - leaving a pause status — resume paused clocks with `dueAt` recomputed\n   *   from the remaining covered minutes and a fresh escalation job.\n   */\n  async onCaseTransition(\n    caseRef: SupportCase | string,\n    from: SupportCaseStatus,\n    to: SupportCaseStatus,\n    opts: { at?: Date } = {},\n  ): Promise<void> {\n    const supportCase = await this.resolveCase(caseRef);\n    const at = opts.at ?? new Date();\n\n    if (to === 'resolved' || to === 'closed') {\n      await this.settleTargetsForTerminal(supportCase, to, at);\n      return;\n    }\n\n    const reopened =\n      (from === 'resolved' || from === 'closed') &&\n      OPEN_SUPPORT_CASE_STATUSES.includes(to);\n    if (reopened) {\n      await this.startTargets(supportCase, at);\n      return;\n    }\n\n    const terms = await this.resolvePlanTerms(supportCase);\n    const wasPaused = terms.pauseStatuses.includes(from);\n    const nowPaused = terms.pauseStatuses.includes(to);\n    if (!wasPaused && nowPaused) {\n      await this.pauseTargets(supportCase, terms, at);\n    } else if (wasPaused && !nowPaused) {\n      await this.resumeTargets(supportCase, terms, at);\n    }\n  }\n\n  private async settleTargetsForTerminal(\n    supportCase: SupportCase,\n    to: 'resolved' | 'closed',\n    at: Date,\n  ): Promise<void> {\n    const caseId = this.requireId(supportCase, 'SupportCase');\n    if (to === 'resolved') {\n      const resolution = await this.targets.activeTarget(caseId, 'resolution');\n      if (resolution) {\n        await this.satisfyTarget(supportCase, resolution, at);\n      }\n    }\n    const remaining = await this.targets.list({\n      where: { caseId, 'status in': ['pending', 'paused'] },\n    });\n    for (const target of remaining) {\n      if (target.pausedAt) {\n        target.pausedTotalSeconds += Math.max(\n          0,\n          Math.round((at.getTime() - target.pausedAt.getTime()) / 1000),\n        );\n        target.pausedAt = null;\n      }\n      target.status = 'cancelled';\n      target.cancelledAt = at;\n      await target.save();\n      await this.cancelEscalationJob(target);\n    }\n  }\n\n  private async pauseTargets(\n    supportCase: SupportCase,\n    terms: ResolvedTargetPlanTerms,\n    at: Date,\n  ): Promise<void> {\n    const caseId = this.requireId(supportCase, 'SupportCase');\n    const pending = await this.targets.list({\n      where: { caseId, status: 'pending' },\n    });\n    for (const target of pending) {\n      const meta = target.getMetadata();\n      // Covered minutes consumed by the segment that just ended (since the\n      // last resume, or the clock start), accumulated across segments so\n      // resume can compute the remaining covered minutes exactly.\n      const segmentStart = parseIsoDate(meta.lastResumedAt) ?? target.startedAt;\n      const consumedMinutes =\n        asFiniteNumber(meta.consumedMinutes) +\n        coveredMinutesBetween(terms.calendar, segmentStart, at);\n      target.setMetadata({ ...meta, consumedMinutes });\n      target.pausedAt = at;\n      target.status = 'paused';\n      await target.save();\n      await this.cancelEscalationJob(target);\n      await this.caseService.recordEvent(supportCase, 'target_paused', {\n        actorKind: 'system',\n        occurredAt: at,\n        summary: `${target.targetType} target paused`,\n        payload: {\n          targetId: target.id,\n          targetType: target.targetType,\n          cycle: target.cycle,\n          consumedMinutes,\n        },\n      });\n    }\n  }\n\n  private async resumeTargets(\n    supportCase: SupportCase,\n    terms: ResolvedTargetPlanTerms,\n    at: Date,\n  ): Promise<void> {\n    const caseId = this.requireId(supportCase, 'SupportCase');\n    const paused = await this.targets.list({\n      where: { caseId, status: 'paused' },\n    });\n    for (const target of paused) {\n      const meta = target.getMetadata();\n      const remainingMinutes = Math.max(\n        target.baseMinutes - asFiniteNumber(meta.consumedMinutes),\n        0,\n      );\n      if (target.pausedAt) {\n        target.pausedTotalSeconds += Math.max(\n          0,\n          Math.round((at.getTime() - target.pausedAt.getTime()) / 1000),\n        );\n      }\n      target.pausedAt = null;\n      target.status = 'pending';\n      const dueAt = addCoveredMinutes(terms.calendar, at, remainingMinutes);\n      target.dueAt = dueAt;\n      target.setMetadata({ ...meta, lastResumedAt: at.toISOString() });\n      await target.save();\n      await this.scheduleEscalationJob(target, dueAt);\n      await this.caseService.recordEvent(supportCase, 'target_resumed', {\n        actorKind: 'system',\n        occurredAt: at,\n        summary: `${target.targetType} target resumed (due ${dueAt.toISOString()})`,\n        payload: {\n          targetId: target.id,\n          targetType: target.targetType,\n          cycle: target.cycle,\n          remainingMinutes,\n          dueAt: dueAt.toISOString(),\n        },\n      });\n    }\n  }\n\n  /**\n   * Escalate a breached clock through the plan's escalation policy: write\n   * the {@link SupportEscalation} audit row, apply the step action\n   * (`notify` records the profiles to notify; `reassign` routes to the next\n   * eligible specialist, excluding the current assignee), bump the case\n   * escalation level, transition the case to `escalated` (unless already\n   * resolved/closed), and schedule the next policy step when it declares a\n   * `delayMinutes`.\n   */\n  async escalateForBreach(\n    target: SupportServiceTarget,\n    opts: { at?: Date } = {},\n  ): Promise<void> {\n    const at = opts.at ?? target.breachedAt ?? new Date();\n    const supportCase = await this.caseService.getCase(target.caseId);\n    const terms = await this.resolvePlanTerms(supportCase);\n    const level = supportCase.escalationLevel + 1;\n    const step: EscalationStep = terms.escalationPolicy[level - 1] ?? {\n      level,\n      action: 'notify',\n    };\n\n    // Escalation is idempotent per (target, level): at-least-once job\n    // delivery (or a concurrent duplicate claim) must not stack duplicate\n    // escalation records, notifications, or reassignments.\n    const already = await this.escalations.list({\n      where: { targetId: target.id, level },\n      limit: 1,\n    });\n    if (already.length > 0) {\n      return;\n    }\n\n    const escalation = await this.escalations.create({\n      tenantId: supportCase.tenantId,\n      caseId: this.requireId(supportCase, 'SupportCase'),\n      level,\n      reason: 'target_breach',\n      targetId: target.id,\n      targetType: target.targetType,\n      action: step.action,\n      fromSpecialistId: supportCase.assignedSpecialistId,\n      notifiedProfileIds: JSON.stringify(step.notifyProfileIds ?? []),\n      occurredAt: at,\n    });\n\n    let reassignedTo: string | null = null;\n    if (step.action === 'reassign') {\n      const routing = await this.getRoutingService();\n      const exclude = supportCase.assignedSpecialistId\n        ? [supportCase.assignedSpecialistId]\n        : [];\n      const result = await routing.autoAssign(supportCase, {\n        at,\n        exclude,\n        actorKind: 'system',\n      });\n      if (result.assigned && result.specialistId) {\n        reassignedTo = result.specialistId;\n        escalation.toSpecialistId = result.specialistId;\n        await escalation.save();\n      }\n    }\n\n    supportCase.escalationLevel = level;\n    supportCase.escalatedAt = at;\n    const terminal =\n      supportCase.status === 'resolved' || supportCase.status === 'closed';\n    if (!terminal && supportCase.status !== 'escalated') {\n      await this.caseService.transition(supportCase, 'escalated', {\n        actorKind: 'system',\n        reason: `${target.targetType} target breached`,\n      });\n    } else {\n      await supportCase.save();\n    }\n\n    await this.caseService.recordEvent(supportCase, 'target_breached', {\n      actorKind: 'system',\n      occurredAt: at,\n      summary: `${target.targetType} target breached`,\n      payload: {\n        targetId: target.id,\n        targetType: target.targetType,\n        cycle: target.cycle,\n        dueAt: target.dueAt.toISOString(),\n      },\n    });\n    await this.caseService.recordEvent(supportCase, 'escalation', {\n      actorKind: 'system',\n      occurredAt: at,\n      summary: `Escalated to level ${level} (${step.action})`,\n      payload: {\n        escalationId: escalation.id,\n        level,\n        action: step.action,\n        targetId: target.id,\n        targetType: target.targetType,\n        notifiedProfileIds: step.notifyProfileIds ?? [],\n        reassignedTo,\n      },\n    });\n\n    // Delayed follow-up: the next policy step (when it declares a delay)\n    // re-fires checkAndEscalate on the same target at `at + delay` wall\n    // time; the pending level marker gates the breached-target branch.\n    const next = terms.escalationPolicy[level];\n    if (next && next.delayMinutes != null && next.delayMinutes >= 0) {\n      const runAt = new Date(at.getTime() + next.delayMinutes * MINUTE_MS);\n      const meta = target.getMetadata();\n      target.setMetadata({\n        ...meta,\n        pendingEscalationLevel: next.level,\n        pendingEscalationAt: runAt.toISOString(),\n      });\n      await target.save();\n      if (this.scheduleJobs) {\n        await this.jobs.enqueueJob(\n          {\n            tenantId: target.tenantId ?? null,\n            queue: SUPPORT_JOB_QUEUE,\n            objectType: 'SupportServiceTarget',\n            objectId: this.requireId(target, 'SupportServiceTarget'),\n            method: 'checkAndEscalate',\n            args: {},\n            runAt,\n            priority: ESCALATION_JOB_PRIORITY,\n          },\n          { tenantJobCap: 0 },\n        );\n      }\n    }\n  }\n\n  /**\n   * Continue a delayed escalation on an already-breached clock: consumes the\n   * pending-level marker and escalates the next policy step, unless the case\n   * has since left its open states.\n   */\n  async continueEscalation(\n    target: SupportServiceTarget,\n    at: Date,\n  ): Promise<boolean> {\n    const meta = target.getMetadata();\n    const pendingAt = parseIsoDate(meta.pendingEscalationAt);\n    if (meta.pendingEscalationLevel == null || pendingAt === null) {\n      return false;\n    }\n    if (at.getTime() < pendingAt.getTime()) {\n      return false;\n    }\n    const {\n      pendingEscalationLevel: _level,\n      pendingEscalationAt: _at,\n      ...rest\n    } = meta;\n    target.setMetadata(rest);\n    await target.save();\n\n    const supportCase = await this.caseService.getCase(target.caseId);\n    if (!supportCase.isOpen()) {\n      return false;\n    }\n    await this.escalateForBreach(target, { at });\n    return true;\n  }\n}\n\nexport default ServiceTargetEngine;\n","/**\n * ServiceTimeEntryService — the shared recording contract for Service Time\n * Entries (FR-40, issue #1930): timer, manual, imported, and automatic agent\n * entries all pass ONE validation and audit gate, so no source can smuggle in\n * an incoherent duration, participant, or work context.\n *\n * Recording is deliberately money-free: entries capture the work (duration,\n * period, evidence, participant, context) and land as `draft`; pricing and\n * earnings derive later, at approval time, in `TimeEntryApprovalService`.\n * Case-attached entries append a `time_recorded` audit event so the case\n * timeline shows the work as it happens.\n */\n\nimport type { SmrtObjectOptions } from '@happyvertical/smrt-core';\nimport {\n  type ServiceTimeEntry,\n  ServiceTimeEntryCollection,\n} from '../models/service-time-entry.js';\nimport type { SupportCase } from '../models/support-case.js';\nimport type {\n  ServiceTimeEntrySource,\n  SupportParticipantKind,\n  TimeEntryEvidence,\n} from '../types.js';\nimport { SupportCaseService } from './support-case-service.js';\n\n/** Options for {@link ServiceTimeEntryService.create}. */\nexport interface ServiceTimeEntryServiceOptions extends SmrtObjectOptions {\n  /** Share an existing case facade (otherwise one is created internally). */\n  caseService?: SupportCaseService;\n}\n\n/** Input for {@link ServiceTimeEntryService.record} — all four sources. */\nexport interface RecordServiceTimeEntryInput {\n  tenantId?: string | null;\n  /** Support Case context (either this or the work ref pair is required). */\n  caseId?: string | null;\n  /** Polymorphic work context: qualified class name + id, together. */\n  workRefType?: string | null;\n  workRefId?: string | null;\n  /** Specialist role record, when the deliverer is a Support Specialist. */\n  specialistId?: string | null;\n  participantKind: SupportParticipantKind;\n  /** Delivering human Participant — required when `participantKind: 'human'`. */\n  participantProfileId?: string | null;\n  /** Delivering agent identity — required when `participantKind: 'agent'`. */\n  agentRef?: string;\n  source: ServiceTimeEntrySource;\n  description?: string;\n  startedAt?: Date;\n  endedAt?: Date;\n  /** Explicit duration; derived from `endedAt − startedAt` when omitted. */\n  durationSeconds?: number;\n  evidence?: TimeEntryEvidence[];\n  metadata?: Record<string, unknown>;\n}\n\n/** Input for {@link ServiceTimeEntryService.submit}. */\nexport interface SubmitServiceTimeEntryInput {\n  byProfileId?: string | null;\n}\n\n/**\n * The write facade for recording and submitting Service Time Entries.\n * Construct with {@link ServiceTimeEntryService.create}.\n */\nexport class ServiceTimeEntryService {\n  readonly entries: ServiceTimeEntryCollection;\n  readonly caseService: SupportCaseService;\n\n  protected constructor(collections: {\n    entries: ServiceTimeEntryCollection;\n    caseService: SupportCaseService;\n  }) {\n    this.entries = collections.entries;\n    this.caseService = collections.caseService;\n  }\n\n  static async create(\n    options: ServiceTimeEntryServiceOptions,\n  ): Promise<ServiceTimeEntryService> {\n    const caseService =\n      options.caseService ?? (await SupportCaseService.create(options));\n    const entries = await ServiceTimeEntryCollection.create(options);\n    return new ServiceTimeEntryService({ entries, caseService });\n  }\n\n  /** Load an entry or throw a descriptive error. */\n  async getEntry(\n    entryRef: ServiceTimeEntry | string,\n  ): Promise<ServiceTimeEntry> {\n    if (typeof entryRef !== 'string') {\n      return entryRef;\n    }\n    const found = await this.entries.get({ id: entryRef });\n    if (!found) {\n      throw new Error(`ServiceTimeEntry not found: ${entryRef}`);\n    }\n    return found;\n  }\n\n  /**\n   * Record one Service Time Entry as a `draft`. One validation contract for\n   * all four sources (FR-40):\n   *\n   * - a work context is required: `caseId` and/or the `workRefType`/`workRefId`\n   *   pair (a case-attached entry copies the case's tenant unless given);\n   * - the participant must be coherent: `human` needs `participantProfileId`,\n   *   `agent` needs `agentRef`;\n   * - `timer` entries need both period bounds; every entry needs a positive\n   *   duration — explicit `durationSeconds` or derived `endedAt − startedAt`.\n   *\n   * Case-attached entries append a `time_recorded` audit event.\n   */\n  async record(input: RecordServiceTimeEntryInput): Promise<ServiceTimeEntry> {\n    const hasWorkRef = Boolean(input.workRefType) || Boolean(input.workRefId);\n    if (hasWorkRef && !(input.workRefType && input.workRefId)) {\n      throw new Error(\n        'ServiceTimeEntry: workRefType and workRefId must be provided together.',\n      );\n    }\n    if (!input.caseId && !hasWorkRef) {\n      throw new Error(\n        'ServiceTimeEntry: a work context is required — provide caseId or the workRefType/workRefId pair.',\n      );\n    }\n\n    if (input.participantKind === 'human' && !input.participantProfileId) {\n      throw new Error(\n        \"ServiceTimeEntry: participantKind 'human' requires participantProfileId (the delivering Participant).\",\n      );\n    }\n    if (input.participantKind === 'agent' && !input.agentRef) {\n      throw new Error(\n        \"ServiceTimeEntry: participantKind 'agent' requires agentRef (the delivering agent identity).\",\n      );\n    }\n\n    if (input.source === 'timer' && !(input.startedAt && input.endedAt)) {\n      throw new Error(\n        \"ServiceTimeEntry: source 'timer' requires both startedAt and endedAt.\",\n      );\n    }\n    if (\n      input.startedAt &&\n      input.endedAt &&\n      input.startedAt.getTime() >= input.endedAt.getTime()\n    ) {\n      throw new Error('ServiceTimeEntry: startedAt must be before endedAt.');\n    }\n\n    const durationSeconds =\n      input.durationSeconds ??\n      (input.startedAt && input.endedAt\n        ? Math.round(\n            (input.endedAt.getTime() - input.startedAt.getTime()) / 1000,\n          )\n        : undefined);\n    if (durationSeconds === undefined) {\n      throw new Error(\n        'ServiceTimeEntry: a duration is required — provide durationSeconds or both startedAt and endedAt.',\n      );\n    }\n    if (!(durationSeconds > 0)) {\n      throw new Error(\n        `ServiceTimeEntry: durationSeconds must be greater than zero (got ${durationSeconds}).`,\n      );\n    }\n\n    let tenantId = input.tenantId ?? null;\n    let supportCase: SupportCase | null = null;\n    if (input.caseId) {\n      supportCase = await this.caseService.getCase(input.caseId);\n      if (input.tenantId === undefined) {\n        tenantId = supportCase.tenantId;\n      } else if ((input.tenantId ?? null) !== supportCase.tenantId) {\n        // An explicit tenant must agree with the case — otherwise the entry\n        // would be a cross-tenant reference onto another tenant's case.\n        throw new Error(\n          `ServiceTimeEntry: tenantId '${input.tenantId}' does not match the case's tenant '${supportCase.tenantId}'.`,\n        );\n      }\n    }\n\n    const entry = await this.entries.create({\n      tenantId,\n      caseId: input.caseId ?? null,\n      workRefType: input.workRefType ?? null,\n      workRefId: input.workRefId ?? null,\n      specialistId: input.specialistId ?? null,\n      participantKind: input.participantKind,\n      participantProfileId: input.participantProfileId ?? null,\n      agentRef: input.agentRef ?? '',\n      source: input.source,\n      description: input.description ?? '',\n      startedAt: input.startedAt ?? null,\n      endedAt: input.endedAt ?? null,\n      durationSeconds,\n      evidence: JSON.stringify(input.evidence ?? []),\n      status: 'draft',\n      metadata: JSON.stringify(input.metadata ?? {}),\n    });\n\n    if (supportCase) {\n      await this.caseService.recordEvent(supportCase, 'time_recorded', {\n        actorKind: input.participantKind === 'agent' ? 'agent' : 'specialist',\n        actorProfileId: input.participantProfileId ?? null,\n        summary: `Time recorded: ${(durationSeconds / 3600).toFixed(2)}h (${input.source})`,\n        payload: {\n          timeEntryId: entry.id,\n          durationSeconds,\n          source: input.source,\n          participantKind: input.participantKind,\n        },\n      });\n    }\n\n    return entry;\n  }\n\n  /**\n   * Submit a `draft` (or resubmit a `rejected`) entry for approval, stamping\n   * the submitter. Approval itself is `TimeEntryApprovalService`'s job.\n   */\n  async submit(\n    entryRef: ServiceTimeEntry | string,\n    input: SubmitServiceTimeEntryInput = {},\n  ): Promise<ServiceTimeEntry> {\n    const entry = await this.getEntry(entryRef);\n    if (entry.status !== 'draft' && entry.status !== 'rejected') {\n      throw new Error(\n        `ServiceTimeEntry ${entry.id}: only 'draft' or 'rejected' entries can be submitted (status is '${entry.status}').`,\n      );\n    }\n    entry.status = 'submitted';\n    entry.submittedAt = new Date();\n    entry.submittedByProfileId = input.byProfileId ?? null;\n    await entry.save();\n    return entry;\n  }\n}\n\nexport default ServiceTimeEntryService;\n","/**\n * SupportAiWorkflow — the Automated Support Response pipeline (FR-28a, issue\n * #1928): on intake a case is immediately acknowledged, classified, and\n * answered from scoped knowledge; only when the resolved {@link SupportPolicy}\n * explicitly allows it may the workflow resolve a low-risk case autonomously.\n * Every phase — run or skipped — writes an append-only {@link SupportAiRun}\n * audit row, and every risk signal (client request, low confidence,\n * sensitivity, high severity, boundary failure, attempt cap) routes through\n * {@link HumanHandoffService} so a Support Specialist takes over with the\n * complete context (FR-28b).\n *\n * The AI call is an injected {@link SupportAiBoundary} and knowledge\n * retrieval an injected {@link SupportKnowledgeProvider} (the `smrt-personas`\n * `ReflectionRunner` injected-boundary idiom) — tests mock only these seams,\n * and the package stays dependency-free: apps plug `smrt-facts` /\n * `smrt-content`-backed providers.\n */\n\nimport type { SmrtObjectOptions } from '@happyvertical/smrt-core';\nimport {\n  type SupportAiRun,\n  SupportAiRunCollection,\n} from '../models/support-ai-run.js';\nimport type { SupportCase } from '../models/support-case.js';\nimport { SupportInteractionCollection } from '../models/support-interaction.js';\nimport {\n  DEFAULT_SUPPORT_POLICY,\n  SupportPolicyCollection,\n} from '../models/support-policy.js';\nimport {\n  DEFAULT_SEVERITY_DEFINITIONS,\n  type HumanHandoffTrigger,\n  type SupportAiRunOutcome,\n  type SupportAiRunPhase,\n  type SupportChannelKind,\n} from '../types.js';\nimport { HumanHandoffService } from './human-handoff-service.js';\nimport { SupportCaseService } from './support-case-service.js';\nimport type { IntakeResult } from './support-intake-service.js';\n\n/** One knowledge source consulted while drafting an automated answer. */\nexport interface KnowledgeSnippet {\n  /** Source kind, e.g. `fact`, `article`, `document`. */\n  kind: string;\n  /** Source reference (id, slug, or URL) for the audit trail. */\n  ref: string;\n  label?: string;\n  content: string;\n}\n\n/** Classification returned by {@link SupportAiBoundary.classify}. */\nexport interface SupportAiClassifyResult {\n  /** One of the offered severity keys, or `''` when undetermined. */\n  severity: string;\n  /** Short free-vocabulary category, or `''` when undetermined. */\n  category: string;\n  /** Whether the matter is sensitive (always triggers a Human Handoff). */\n  sensitive: boolean;\n  /** Confidence in `[0, 1]`. */\n  confidence: number;\n  /** Model identifier, when the boundary knows it. */\n  model?: string;\n}\n\n/** Draft answer returned by {@link SupportAiBoundary.answer}. */\nexport interface SupportAiAnswerResult {\n  reply: string;\n  /** Confidence in `[0, 1]`; below the policy threshold → Human Handoff. */\n  confidence: number;\n  /** Whether the reply would fully resolve the request (FR-28a). */\n  proposedResolution: boolean;\n  /** Model identifier, when the boundary knows it. */\n  model?: string;\n}\n\n/**\n * THE AI seam: the only thing tests mock. The default implementation\n * ({@link createDefaultAiBoundary}) delegates to the case's own `do()` AI\n * operation from `smrt-core`.\n */\nexport interface SupportAiBoundary {\n  classify(input: {\n    subject: string;\n    body: string;\n    severityKeys: string[];\n    sensitiveCategories: string[];\n  }): Promise<SupportAiClassifyResult>;\n  answer(input: {\n    subject: string;\n    body: string;\n    knowledge: KnowledgeSnippet[];\n    caseSummary: string;\n  }): Promise<SupportAiAnswerResult>;\n}\n\n/**\n * The knowledge seam: retrieve the snippets an automated answer may cite.\n * The default provider returns nothing, keeping this package dependency-free\n * — apps plug `smrt-facts` / `smrt-content`-backed providers.\n */\nexport interface SupportKnowledgeProvider {\n  retrieve(input: {\n    subject: string;\n    body: string;\n    projectId: string | null;\n    tenantId: string | null;\n  }): Promise<KnowledgeSnippet[]>;\n}\n\n/** Notification passed to `onHandoff` after each handoff attempt. */\nexport interface SupportHandoffNotice {\n  supportCase: SupportCase;\n  trigger: HumanHandoffTrigger;\n  /** True when the no-repeat guarantee deduped this trigger. */\n  alreadyActive: boolean;\n}\n\n/** Options for {@link SupportAiWorkflow.create}. */\nexport interface SupportAiWorkflowOptions extends SmrtObjectOptions {\n  /** The AI seam; omitted → {@link createDefaultAiBoundary} per case. */\n  boundary?: SupportAiBoundary;\n  /** The knowledge seam; omitted → a no-op provider. */\n  knowledge?: SupportKnowledgeProvider;\n  /** Handoff engine to share; omitted → one is created lazily. */\n  handoffService?: HumanHandoffService;\n  /** Called after every handoff attempt (app notification seam). */\n  onHandoff?: (notice: SupportHandoffNotice) => Promise<void>;\n}\n\n/** The resolved policy shape a pass runs under (row or built-in defaults). */\ninterface EffectiveSupportPolicy {\n  policyId: string | null;\n  autoAcknowledge: boolean;\n  autoClassify: boolean;\n  autoAnswer: boolean;\n  autoTroubleshoot: boolean;\n  autoResolve: boolean;\n  autoResolveMaxSeverity: string;\n  confidenceThreshold: number;\n  maxAutoAttempts: number;\n  autoSendEmailReplies: boolean;\n  sensitiveCategories: string[];\n  allowedTools: string[];\n}\n\n/** Severity ranks at or below this are `high_severity` handoff triggers. */\nconst HIGH_SEVERITY_MAX_RANK = 2;\n\n/**\n * Numeric rank of a severity key by its numeric suffix (`sev1` → 1; lower is\n * more severe). Returns `NaN` for keys without a numeric suffix, which makes\n * every comparison false — auto-resolution fails closed and the\n * high-severity trigger stays quiet for unknown vocabularies.\n */\nexport function severityRank(severityKey: string | null | undefined): number {\n  const match = /(\\d+)\\s*$/.exec((severityKey ?? '').trim());\n  return match ? Number.parseInt(match[1] ?? '', 10) : Number.NaN;\n}\n\n/**\n * The Automated Support Response pipeline. Construct with\n * {@link SupportAiWorkflow.create}; wire {@link processIntake} into\n * `SupportIntakeService`'s `onCaseIntake` hook.\n */\nexport class SupportAiWorkflow {\n  readonly caseService: SupportCaseService;\n  readonly policies: SupportPolicyCollection;\n  readonly aiRuns: SupportAiRunCollection;\n  readonly interactions: SupportInteractionCollection;\n  readonly handoffs: HumanHandoffService;\n  private readonly boundary: SupportAiBoundary | null;\n  private readonly knowledge: SupportKnowledgeProvider;\n  private readonly onHandoff?: (notice: SupportHandoffNotice) => Promise<void>;\n\n  protected constructor(deps: {\n    caseService: SupportCaseService;\n    policies: SupportPolicyCollection;\n    aiRuns: SupportAiRunCollection;\n    interactions: SupportInteractionCollection;\n    handoffs: HumanHandoffService;\n    boundary: SupportAiBoundary | null;\n    knowledge: SupportKnowledgeProvider;\n    onHandoff?: (notice: SupportHandoffNotice) => Promise<void>;\n  }) {\n    this.caseService = deps.caseService;\n    this.policies = deps.policies;\n    this.aiRuns = deps.aiRuns;\n    this.interactions = deps.interactions;\n    this.handoffs = deps.handoffs;\n    this.boundary = deps.boundary;\n    this.knowledge = deps.knowledge;\n    this.onHandoff = deps.onHandoff;\n  }\n\n  static async create(\n    options: SupportAiWorkflowOptions,\n  ): Promise<SupportAiWorkflow> {\n    const [caseService, policies, aiRuns, interactions, handoffs] =\n      await Promise.all([\n        SupportCaseService.create(options),\n        SupportPolicyCollection.create(options),\n        SupportAiRunCollection.create(options),\n        SupportInteractionCollection.create(options),\n        options.handoffService\n          ? Promise.resolve(options.handoffService)\n          : HumanHandoffService.create(options),\n      ]);\n    return new SupportAiWorkflow({\n      caseService,\n      policies,\n      aiRuns,\n      interactions,\n      handoffs,\n      boundary: options.boundary ?? null,\n      knowledge: options.knowledge ?? createNoopKnowledgeProvider(),\n      onHandoff: options.onHandoff,\n    });\n  }\n\n  /**\n   * Entry point for `SupportIntakeService.onCaseIntake`: run one automated\n   * pass over the case an inbound interaction created or joined.\n   */\n  async processIntake(result: IntakeResult): Promise<SupportAiRun[]> {\n    const caseId = result.supportCase?.id;\n    if (!caseId || result.outcome === 'skipped') {\n      return [];\n    }\n    return this.processCase(caseId, {\n      interactionId: result.interaction?.id ?? null,\n    });\n  }\n\n  /**\n   * Run one Automated Support Response pass over a case: acknowledge →\n   * classify → answer → troubleshoot → resolve, each gated by the resolved\n   * policy and audited as a {@link SupportAiRun}. Cases with `aiEnabled`\n   * off, or no longer open, are left untouched.\n   */\n  async processCase(\n    caseId: string,\n    opts: { interactionId?: string | null } = {},\n  ): Promise<SupportAiRun[]> {\n    const supportCase = await this.caseService.getCase(caseId);\n    if (supportCase.aiEnabled === false || !supportCase.isOpen()) {\n      return [];\n    }\n\n    const policy = await this.resolveEffectivePolicy(supportCase);\n    const boundary =\n      this.boundary ?? createDefaultAiBoundary(() => supportCase);\n    const interactionId = opts.interactionId ?? null;\n    const body = await this.requestBodyOf(supportCase, interactionId);\n    const runs: SupportAiRun[] = [];\n\n    // Phase: acknowledge (FR-28a — the client hears back immediately).\n    runs.push(await this.runAcknowledge(supportCase, policy, interactionId));\n\n    // Phase: classify (severity / category / sensitivity triage).\n    if (!policy.autoClassify) {\n      runs.push(\n        await this.writeRun(supportCase, {\n          phase: 'classify',\n          outcome: 'skipped',\n          interactionId,\n          metadata: { reason: 'policy-disabled' },\n        }),\n      );\n    } else {\n      const startedAt = new Date();\n      let classification: SupportAiClassifyResult;\n      try {\n        classification = await boundary.classify({\n          subject: supportCase.subject,\n          body,\n          severityKeys: this.severityKeysOf(supportCase),\n          sensitiveCategories: policy.sensitiveCategories,\n        });\n      } catch (error) {\n        runs.push(\n          await this.writeRun(supportCase, {\n            phase: 'classify',\n            outcome: 'failed',\n            interactionId,\n            startedAt,\n            error: errorMessage(error),\n          }),\n        );\n        await this.triggerHandoff(\n          supportCase,\n          'failed_resolution',\n          `AI classification failed: ${errorMessage(error)}`,\n        );\n        return runs;\n      }\n      const classifiedSensitive =\n        classification.sensitive ||\n        (classification.category !== '' &&\n          policy.sensitiveCategories.includes(classification.category));\n      // Persist triage only into empty fields — a human's triage is never\n      // overwritten by the model.\n      let caseDirty = false;\n      if (!supportCase.severity && classification.severity) {\n        supportCase.severity = classification.severity;\n        caseDirty = true;\n      }\n      if (!supportCase.category && classification.category) {\n        supportCase.category = classification.category;\n        caseDirty = true;\n      }\n      if (!supportCase.sensitive && classifiedSensitive) {\n        supportCase.sensitive = true;\n        caseDirty = true;\n      }\n      if (caseDirty) {\n        await supportCase.save();\n      }\n      runs.push(\n        await this.writeRun(supportCase, {\n          phase: 'classify',\n          outcome: 'completed',\n          interactionId,\n          startedAt,\n          confidence: classification.confidence,\n          classification: {\n            severity: classification.severity,\n            category: classification.category,\n            sensitive: classifiedSensitive,\n            confidence: classification.confidence,\n          },\n          model: classification.model,\n        }),\n      );\n    }\n\n    // Always-on triggers (FR-28b): sensitivity stops autonomous answering;\n    // high severity routes a human while answering continues in parallel.\n    const sensitive = supportCase.sensitive;\n    if (sensitive) {\n      await this.triggerHandoff(\n        supportCase,\n        'sensitive',\n        'Case involves a sensitive matter',\n      );\n    }\n    const rank = severityRank(supportCase.severity);\n    if (Number.isFinite(rank) && rank <= HIGH_SEVERITY_MAX_RANK) {\n      await this.triggerHandoff(\n        supportCase,\n        'high_severity',\n        `Severity ${supportCase.severity} requires a Support Specialist`,\n      );\n    }\n\n    // Phase: answer (knowledge-grounded reply above the confidence floor).\n    let answer: SupportAiAnswerResult | null = null;\n    let answerPosted = false;\n    if (!policy.autoAnswer) {\n      runs.push(\n        await this.writeRun(supportCase, {\n          phase: 'answer',\n          outcome: 'skipped',\n          interactionId,\n          metadata: { reason: 'policy-disabled' },\n        }),\n      );\n    } else if (sensitive) {\n      runs.push(\n        await this.writeRun(supportCase, {\n          phase: 'answer',\n          outcome: 'handed_off',\n          interactionId,\n          metadata: { reason: 'sensitive' },\n        }),\n      );\n    } else if (supportCase.humanRequestedAt) {\n      runs.push(\n        await this.writeRun(supportCase, {\n          phase: 'answer',\n          outcome: 'handed_off',\n          interactionId,\n          metadata: { reason: 'human-requested' },\n        }),\n      );\n      await this.triggerHandoff(\n        supportCase,\n        'client_request',\n        'Client explicitly requested a human',\n      );\n    } else {\n      const priorAttempts = await this.countAnswerAttempts(caseId);\n      if (priorAttempts >= policy.maxAutoAttempts) {\n        runs.push(\n          await this.writeRun(supportCase, {\n            phase: 'answer',\n            outcome: 'skipped',\n            interactionId,\n            metadata: {\n              reason: 'max-attempts',\n              attempts: priorAttempts,\n              maxAutoAttempts: policy.maxAutoAttempts,\n            },\n          }),\n        );\n        await this.triggerHandoff(\n          supportCase,\n          'policy',\n          `Automated answer attempts exhausted (${priorAttempts}/${policy.maxAutoAttempts})`,\n        );\n      } else {\n        const startedAt = new Date();\n        let snippets: KnowledgeSnippet[] = [];\n        try {\n          snippets = await this.knowledge.retrieve({\n            subject: supportCase.subject,\n            body,\n            projectId: supportCase.projectId,\n            tenantId: supportCase.tenantId,\n          });\n          answer = await boundary.answer({\n            subject: supportCase.subject,\n            body,\n            knowledge: snippets,\n            caseSummary: this.caseSummaryOf(supportCase),\n          });\n        } catch (error) {\n          runs.push(\n            await this.writeRun(supportCase, {\n              phase: 'answer',\n              outcome: 'failed',\n              interactionId,\n              startedAt,\n              knowledgeRefs: snippets,\n              error: errorMessage(error),\n            }),\n          );\n          await this.triggerHandoff(\n            supportCase,\n            'failed_resolution',\n            `AI answer failed: ${errorMessage(error)}`,\n          );\n          return runs;\n        }\n        if (answer.confidence >= policy.confidenceThreshold) {\n          const attemptNumber = priorAttempts + 1;\n          const draft =\n            supportCase.channelKind === 'email' && !policy.autoSendEmailReplies;\n          const interaction = await this.caseService.recordInteraction(\n            supportCase,\n            {\n              direction: 'outbound',\n              channelKind: (supportCase.channelKind ||\n                'chat') as SupportChannelKind,\n              actorKind: 'agent',\n              body: answer.reply,\n              sourceKey: `ai:answer:${caseId}:${attemptNumber}`,\n              metadata: { draft },\n            },\n          );\n          runs.push(\n            await this.writeRun(supportCase, {\n              phase: 'answer',\n              outcome: 'completed',\n              interactionId,\n              startedAt,\n              confidence: answer.confidence,\n              knowledgeRefs: snippets,\n              responseInteractionId: interaction.id ?? null,\n              model: answer.model,\n              metadata: { attempt: attemptNumber, draft },\n            }),\n          );\n          // A drafted email was never delivered to the client — it must not\n          // count as a posted answer, so autonomous resolution stays gated\n          // until the reply actually goes out (codex P1, PR #1943).\n          answerPosted = !draft;\n        } else {\n          runs.push(\n            await this.writeRun(supportCase, {\n              phase: 'answer',\n              outcome: 'handed_off',\n              interactionId,\n              startedAt,\n              confidence: answer.confidence,\n              knowledgeRefs: snippets,\n              model: answer.model,\n              // The unsent draft travels in the audit metadata so the\n              // Specialist still sees the automated work (FR-28b).\n              metadata: { reason: 'low-confidence', unsentReply: answer.reply },\n            }),\n          );\n          await this.triggerHandoff(\n            supportCase,\n            'low_confidence',\n            `Answer confidence ${answer.confidence} below threshold ${policy.confidenceThreshold}`,\n          );\n        }\n      }\n    }\n\n    // Phase: troubleshoot — tool execution ships behind `allowedTools` in a\n    // later slice; #1928 always records the gate decision.\n    runs.push(\n      await this.writeRun(supportCase, {\n        phase: 'troubleshoot',\n        outcome: 'skipped',\n        interactionId,\n        metadata: {\n          reason: policy.autoTroubleshoot\n            ? 'not-implemented'\n            : 'policy-disabled',\n        },\n      }),\n    );\n\n    // Phase: resolve — autonomous only when the policy explicitly allows it\n    // and every risk gate passes.\n    const skipReason = this.resolveSkipReason(supportCase, policy, {\n      answer,\n      answerPosted,\n      sensitive,\n    });\n    if (skipReason !== null || !answer) {\n      runs.push(\n        await this.writeRun(supportCase, {\n          phase: 'resolve',\n          outcome: 'skipped',\n          interactionId,\n          metadata: { reason: skipReason ?? 'no-answer' },\n        }),\n      );\n    } else {\n      await this.caseService.resolve(supportCase, {\n        actorKind: 'agent',\n        summary: answer.reply,\n        resolutionKind: 'automated',\n      });\n      runs.push(\n        await this.writeRun(supportCase, {\n          phase: 'resolve',\n          outcome: 'completed',\n          interactionId,\n          confidence: answer.confidence,\n        }),\n      );\n    }\n\n    return runs;\n  }\n\n  /** Acknowledge phase: post the templated receipt once per case. */\n  private async runAcknowledge(\n    supportCase: SupportCase,\n    policy: EffectiveSupportPolicy,\n    interactionId: string | null,\n  ): Promise<SupportAiRun> {\n    if (!policy.autoAcknowledge) {\n      return this.writeRun(supportCase, {\n        phase: 'acknowledge',\n        outcome: 'skipped',\n        interactionId,\n        metadata: { reason: 'policy-disabled' },\n      });\n    }\n    if (supportCase.acknowledgedAt) {\n      return this.writeRun(supportCase, {\n        phase: 'acknowledge',\n        outcome: 'skipped',\n        interactionId,\n        metadata: { reason: 'already-acknowledged' },\n      });\n    }\n    const caseId = this.caseIdOf(supportCase);\n    // Email receipts are drafts unless the policy sends automated mail — an\n    // undelivered receipt must not stamp `acknowledgedAt` or satisfy the\n    // acknowledgement Service Target.\n    const draft =\n      supportCase.channelKind === 'email' && !policy.autoSendEmailReplies;\n    const interaction = await this.caseService.recordInteraction(supportCase, {\n      direction: 'outbound',\n      channelKind: (supportCase.channelKind || 'chat') as SupportChannelKind,\n      actorKind: 'agent',\n      body: `Thanks for reaching out — we've opened case ${supportCase.caseNumber} and are looking into it now.`,\n      sourceKey: `ai:ack:${caseId}`,\n      // A templated receipt is an acknowledgement only — it must not satisfy\n      // response Service Targets or stamp `firstRespondedAt` (the substantive\n      // answer does that).\n      metadata: { acknowledgement: true, draft },\n    });\n    return this.writeRun(supportCase, {\n      phase: 'acknowledge',\n      outcome: 'completed',\n      interactionId,\n      responseInteractionId: interaction.id ?? null,\n    });\n  }\n\n  /** Why autonomous resolution must not run, or `null` when it may. */\n  private resolveSkipReason(\n    supportCase: SupportCase,\n    policy: EffectiveSupportPolicy,\n    outcome: {\n      answer: SupportAiAnswerResult | null;\n      answerPosted: boolean;\n      sensitive: boolean;\n    },\n  ): string | null {\n    if (!policy.autoResolve) {\n      return 'policy-disabled';\n    }\n    const caseRank = severityRank(supportCase.severity);\n    const maxRank = severityRank(policy.autoResolveMaxSeverity);\n    if (\n      !Number.isFinite(caseRank) ||\n      !Number.isFinite(maxRank) ||\n      caseRank < maxRank\n    ) {\n      return 'severity-ineligible';\n    }\n    if (!outcome.answerPosted || !outcome.answer) {\n      return 'no-answer';\n    }\n    if (outcome.answer.confidence < policy.confidenceThreshold) {\n      return 'low-confidence';\n    }\n    if (!outcome.answer.proposedResolution) {\n      return 'no-proposed-resolution';\n    }\n    if (outcome.sensitive) {\n      return 'sensitive';\n    }\n    if (supportCase.humanRequestedAt) {\n      return 'human-requested';\n    }\n    return null;\n  }\n\n  /** Resolve the governing policy: matching row, else built-in defaults. */\n  private async resolveEffectivePolicy(\n    supportCase: SupportCase,\n  ): Promise<EffectiveSupportPolicy> {\n    const policy = await this.policies.resolveForScope({\n      planId: supportCase.planId,\n      projectId: supportCase.projectId,\n    });\n    if (!policy) {\n      return {\n        policyId: null,\n        ...DEFAULT_SUPPORT_POLICY,\n        sensitiveCategories: [...DEFAULT_SUPPORT_POLICY.sensitiveCategories],\n        allowedTools: [...DEFAULT_SUPPORT_POLICY.allowedTools],\n      };\n    }\n    return {\n      policyId: policy.id ?? null,\n      autoAcknowledge: policy.autoAcknowledge,\n      autoClassify: policy.autoClassify,\n      autoAnswer: policy.autoAnswer,\n      autoTroubleshoot: policy.autoTroubleshoot,\n      autoResolve: policy.autoResolve,\n      autoResolveMaxSeverity: policy.autoResolveMaxSeverity,\n      confidenceThreshold: policy.confidenceThreshold,\n      maxAutoAttempts: policy.maxAutoAttempts,\n      autoSendEmailReplies: policy.autoSendEmailReplies,\n      sensitiveCategories: policy.getSensitiveCategories(),\n      allowedTools: policy.getAllowedTools(),\n    };\n  }\n\n  /**\n   * Prior boundary-consuming answer attempts. Low-confidence answers consume\n   * the boundary too (`handed_off`), so they count toward the attempt budget\n   * — only `skipped` runs (which never called the boundary) are free.\n   */\n  private async countAnswerAttempts(caseId: string): Promise<number> {\n    const runs = await this.aiRuns.forCase(caseId);\n    return runs.filter(\n      (run) => run.phase === 'answer' && run.outcome !== 'skipped',\n    ).length;\n  }\n\n  /** The request text a pass reasons over: triggering interaction, else the\n   * case description. */\n  private async requestBodyOf(\n    supportCase: SupportCase,\n    interactionId: string | null,\n  ): Promise<string> {\n    if (interactionId) {\n      const interaction = await this.interactions.get({ id: interactionId });\n      if (interaction?.body) {\n        return interaction.body;\n      }\n    }\n    return supportCase.description;\n  }\n\n  /** Severity vocabulary: the case's plan snapshot, else the defaults. */\n  private severityKeysOf(supportCase: SupportCase): string[] {\n    const defs = supportCase.getPlanSnapshot().severityDefinitions;\n    if (defs && typeof defs === 'object' && !Array.isArray(defs)) {\n      const keys = Object.keys(defs as Record<string, unknown>);\n      if (keys.length > 0) {\n        return keys;\n      }\n    }\n    return Object.keys(DEFAULT_SEVERITY_DEFINITIONS);\n  }\n\n  /** One-line case summary handed to the answer boundary. */\n  private caseSummaryOf(supportCase: SupportCase): string {\n    const parts = [\n      `Case ${supportCase.caseNumber}`,\n      `status ${supportCase.status}`,\n    ];\n    if (supportCase.severity) {\n      parts.push(`severity ${supportCase.severity}`);\n    }\n    if (supportCase.category) {\n      parts.push(`category ${supportCase.category}`);\n    }\n    return `${parts.join(', ')} — ${supportCase.subject}`;\n  }\n\n  /** Route a trigger through the handoff engine and notify the app seam. */\n  private async triggerHandoff(\n    supportCase: SupportCase,\n    trigger: HumanHandoffTrigger,\n    note: string,\n  ): Promise<void> {\n    const { alreadyActive } = await this.handoffs.handoff(supportCase, {\n      trigger,\n      note,\n    });\n    if (this.onHandoff) {\n      await this.onHandoff({ supportCase, trigger, alreadyActive });\n    }\n  }\n\n  /** Append one audit run plus its `ai_run` case event. */\n  private async writeRun(\n    supportCase: SupportCase,\n    input: {\n      phase: SupportAiRunPhase;\n      outcome: SupportAiRunOutcome;\n      interactionId?: string | null;\n      confidence?: number | null;\n      classification?: Record<string, unknown>;\n      responseInteractionId?: string | null;\n      knowledgeRefs?: KnowledgeSnippet[];\n      error?: string;\n      model?: string;\n      startedAt?: Date;\n      metadata?: Record<string, unknown>;\n    },\n  ): Promise<SupportAiRun> {\n    const run = await this.aiRuns.create({\n      tenantId: supportCase.tenantId,\n      caseId: this.caseIdOf(supportCase),\n      interactionId: input.interactionId ?? null,\n      phase: input.phase,\n      outcome: input.outcome,\n      confidence: input.confidence ?? null,\n      classification: JSON.stringify(input.classification ?? {}),\n      responseInteractionId: input.responseInteractionId ?? null,\n      knowledgeRefs: JSON.stringify(input.knowledgeRefs ?? []),\n      error: input.error ?? '',\n      correlationId: crypto.randomUUID(),\n      model: input.model ?? '',\n      startedAt: input.startedAt ?? new Date(),\n      completedAt: new Date(),\n      metadata: JSON.stringify(input.metadata ?? {}),\n    });\n    await this.caseService.recordEvent(supportCase, 'ai_run', {\n      actorKind: 'agent',\n      summary: `AI ${input.phase} → ${input.outcome}`,\n      payload: {\n        runId: run.id,\n        phase: input.phase,\n        outcome: input.outcome,\n        confidence: input.confidence ?? null,\n      },\n    });\n    return run;\n  }\n\n  /** The persisted id of a saved case. */\n  private caseIdOf(supportCase: SupportCase): string {\n    if (!supportCase.id) {\n      throw new Error('SupportCase has no id — was it saved?');\n    }\n    return supportCase.id;\n  }\n}\n\n/**\n * The default knowledge provider: retrieves nothing. Keeps the package\n * dependency-free; apps supply providers backed by `smrt-facts`,\n * `smrt-content`, or their own corpus.\n */\nexport function createNoopKnowledgeProvider(): SupportKnowledgeProvider {\n  return {\n    retrieve: () => Promise.resolve([]),\n  };\n}\n\n/**\n * The default AI boundary: delegates to the case's own `do()` AI operation\n * (smrt-core) asking for strict JSON, parsed defensively — a malformed\n * classification comes back sensitive with zero confidence, failing toward\n * the human.\n */\nexport function createDefaultAiBoundary(\n  getCase: () => SupportCase,\n): SupportAiBoundary {\n  return {\n    async classify(input) {\n      const raw = String(await getCase().do(buildClassifyInstructions(input)));\n      const parsed = extractJsonObject(raw);\n      if (!parsed) {\n        return { severity: '', category: '', sensitive: true, confidence: 0 };\n      }\n      return {\n        severity: typeof parsed.severity === 'string' ? parsed.severity : '',\n        category: typeof parsed.category === 'string' ? parsed.category : '',\n        sensitive: parsed.sensitive === true,\n        confidence: clampConfidence(parsed.confidence),\n      };\n    },\n    async answer(input) {\n      const raw = String(await getCase().do(buildAnswerInstructions(input)));\n      const parsed = extractJsonObject(raw);\n      if (!parsed || typeof parsed.reply !== 'string' || !parsed.reply.trim()) {\n        return { reply: '', confidence: 0, proposedResolution: false };\n      }\n      return {\n        reply: parsed.reply,\n        confidence: clampConfidence(parsed.confidence),\n        proposedResolution: parsed.proposedResolution === true,\n      };\n    },\n  };\n}\n\n/** Build the strict-JSON classification instructions for `do()`. */\nfunction buildClassifyInstructions(input: {\n  subject: string;\n  body: string;\n  severityKeys: string[];\n  sensitiveCategories: string[];\n}): string {\n  const sensitiveList =\n    input.sensitiveCategories.length > 0\n      ? input.sensitiveCategories.join(', ')\n      : '(none configured)';\n  return [\n    'You are triaging a client support request.',\n    `Severity keys, most severe first: ${input.severityKeys.join(', ')}.`,\n    `Sensitive categories: ${sensitiveList}.`,\n    `Subject: ${input.subject}`,\n    'Request:',\n    input.body,\n    '',\n    'Respond with ONLY a strict JSON object:',\n    '{\"severity\": \"<one severity key>\", \"category\": \"<short-kebab-case>\",',\n    '\"sensitive\": <true when the matter touches a sensitive category, legal',\n    'or security exposure, or personal data>, \"confidence\": <number 0..1>}',\n  ].join('\\n');\n}\n\n/** Build the strict-JSON answer instructions for `do()`. */\nfunction buildAnswerInstructions(input: {\n  subject: string;\n  body: string;\n  knowledge: KnowledgeSnippet[];\n  caseSummary: string;\n}): string {\n  const knowledgeBlock =\n    input.knowledge.length > 0\n      ? input.knowledge\n          .map(\n            (snippet) =>\n              `- [${snippet.kind}:${snippet.ref}]${\n                snippet.label ? ` ${snippet.label}:` : ''\n              } ${snippet.content}`,\n          )\n          .join('\\n')\n      : '(no knowledge available)';\n  return [\n    'You are drafting a support reply grounded ONLY in the knowledge below.',\n    `Context: ${input.caseSummary}`,\n    `Subject: ${input.subject}`,\n    'Request:',\n    input.body,\n    'Knowledge:',\n    knowledgeBlock,\n    '',\n    'Respond with ONLY a strict JSON object:',\n    '{\"reply\": \"<the reply to send>\", \"confidence\": <number 0..1>,',\n    '\"proposedResolution\": <true when the reply fully resolves the request>}',\n  ].join('\\n');\n}\n\n/** Best-effort strict-JSON extraction from a raw model response. */\nfunction extractJsonObject(raw: string): Record<string, unknown> | null {\n  const text = raw.trim();\n  const candidates = [text];\n  const embedded = /\\{[\\s\\S]*\\}/.exec(text);\n  if (embedded && embedded[0] !== text) {\n    candidates.push(embedded[0]);\n  }\n  for (const candidate of candidates) {\n    try {\n      const parsed = JSON.parse(candidate);\n      if (parsed && typeof parsed === 'object' && !Array.isArray(parsed)) {\n        return parsed as Record<string, unknown>;\n      }\n    } catch {\n      // Try the next candidate.\n    }\n  }\n  return null;\n}\n\n/** Clamp a model-reported confidence into `[0, 1]` (non-numbers → 0). */\nfunction clampConfidence(value: unknown): number {\n  const num = typeof value === 'number' ? value : Number(value);\n  if (!Number.isFinite(num)) {\n    return 0;\n  }\n  return Math.min(1, Math.max(0, num));\n}\n\n/** Normalise an unknown thrown value into an audit-friendly message. */\nfunction errorMessage(error: unknown): string {\n  return error instanceof Error ? error.message : String(error);\n}\n\nexport default SupportAiWorkflow;\n","/**\n * SupportIntakeService — channel intake: every inbound interaction on a bound\n * transport container deterministically creates or joins one canonical\n * Support Case (FR-28, issue #1926).\n *\n * Channels are transports, not systems of record: the ChatMessage / Email row\n * stays canonical in its package; intake links it as a\n * {@link SupportInteraction} (idempotent on `sourceKey`) and drives the\n * create-or-join decision by conversation key:\n *\n * - chat: `chat:<roomId>[:<threadId>]` — a bound room is one client\n *   conversation; threads open distinct cases.\n * - email: the RFC thread — a reply (`inReplyTo`) joins the case holding the\n *   referenced message; otherwise the message id starts a new thread key.\n *\n * Join semantics: open case → join; resolved case → reopen + join (the client\n * replied to a \"resolved\" conversation); closed case → a fresh case.\n *\n * Intake never throws into the source package's save path — the opt-in\n * interceptor (`registerSupportIntake`) swallows and logs intake errors.\n */\n\nimport { createLogger } from '@happyvertical/logger';\nimport type { SmrtObject, SmrtObjectOptions } from '@happyvertical/smrt-core';\nimport { GlobalInterceptors } from '@happyvertical/smrt-core';\nimport type { SupportCase } from '../models/support-case.js';\nimport {\n  type SupportChannelBinding,\n  SupportChannelBindingCollection,\n} from '../models/support-channel-binding.js';\nimport type { SupportInteraction } from '../models/support-interaction.js';\nimport { KeyedMutex } from './keyed-mutex.js';\nimport { SupportCaseService } from './support-case-service.js';\n\n/** Qualified source types intake understands. */\nexport const CHAT_MESSAGE_SOURCE_TYPE = '@happyvertical/smrt-chat:ChatMessage';\nexport const CHAT_ROOM_TARGET_TYPE = '@happyvertical/smrt-chat:ChatRoom';\nexport const EMAIL_SOURCE_TYPE = '@happyvertical/smrt-messages:Email';\nexport const EMAIL_ACCOUNT_TARGET_TYPE =\n  '@happyvertical/smrt-messages:EmailAccount';\n\nexport interface InboundChatMessage {\n  messageId: string;\n  roomId: string;\n  threadId?: string | null;\n  senderProfileId: string;\n  /** Chat role; only `user` messages are client inbound. */\n  role?: string;\n  content: string;\n  tenantId?: string | null;\n  occurredAt?: Date;\n}\n\nexport interface InboundEmail {\n  emailId: string;\n  accountId: string;\n  fromAddress: string;\n  fromName?: string;\n  subject?: string;\n  body: string;\n  /** RFC 822 Message-ID of this email. */\n  rfcMessageId?: string | null;\n  /** RFC 822 Message-ID this email replies to. */\n  inReplyTo?: string | null;\n  tenantId?: string | null;\n  occurredAt?: Date;\n}\n\nexport interface IntakeResult {\n  outcome: 'created' | 'joined' | 'reopened' | 'skipped';\n  reason?: string;\n  supportCase?: SupportCase;\n  interaction?: SupportInteraction;\n  binding?: SupportChannelBinding;\n}\n\nexport interface SupportIntakeOptions extends SmrtObjectOptions {\n  /**\n   * Resolve the Client profile for an inbound email sender. When omitted and\n   * the binding has no default client, the case is parked with\n   * `metadata.unresolvedClient = true` for operator triage.\n   */\n  resolveClientProfileId?: (input: {\n    email: string;\n    name?: string;\n    tenantId?: string | null;\n  }) => Promise<string | null>;\n  /**\n   * Called after intake creates or updates a case — the AI workflow and the\n   * target engine attach here without a hard dependency cycle.\n   */\n  onCaseIntake?: (result: IntakeResult) => Promise<void>;\n}\n\nexport class SupportIntakeService {\n  readonly caseService: SupportCaseService;\n  readonly bindings: SupportChannelBindingCollection;\n  private readonly options: SupportIntakeOptions;\n  private readonly conversationMutex = new KeyedMutex();\n\n  protected constructor(\n    caseService: SupportCaseService,\n    bindings: SupportChannelBindingCollection,\n    options: SupportIntakeOptions,\n  ) {\n    this.caseService = caseService;\n    this.bindings = bindings;\n    this.options = options;\n  }\n\n  static async create(\n    options: SupportIntakeOptions,\n  ): Promise<SupportIntakeService> {\n    const [caseService, bindings] = await Promise.all([\n      SupportCaseService.create(options),\n      SupportChannelBindingCollection.create(options),\n    ]);\n    return new SupportIntakeService(caseService, bindings, options);\n  }\n\n  /** Conversation key for a chat room/thread. */\n  static chatThreadKey(roomId: string, threadId?: string | null): string {\n    return threadId ? `chat:${roomId}:${threadId}` : `chat:${roomId}`;\n  }\n\n  /** Idempotency key for a chat message. */\n  static chatSourceKey(messageId: string): string {\n    return `chat:${messageId}`;\n  }\n\n  /** Idempotency key for an email. */\n  static emailSourceKey(emailId: string): string {\n    return `email:${emailId}`;\n  }\n\n  /**\n   * Ingest one inbound chat message from a bound room: create-or-join the\n   * conversation's case and record the interaction.\n   */\n  async ingestChatMessage(input: InboundChatMessage): Promise<IntakeResult> {\n    if (input.role && input.role !== 'user') {\n      return { outcome: 'skipped', reason: `role:${input.role}` };\n    }\n    const binding = await this.bindings.findForTarget(\n      CHAT_ROOM_TARGET_TYPE,\n      input.roomId,\n    );\n    if (!binding) {\n      return { outcome: 'skipped', reason: 'no-binding' };\n    }\n\n    const threadKey = SupportIntakeService.chatThreadKey(\n      input.roomId,\n      input.threadId,\n    );\n    const sourceKey = SupportIntakeService.chatSourceKey(input.messageId);\n    const clientProfileId = binding.clientProfileId ?? input.senderProfileId;\n\n    return this.createOrJoin({\n      binding,\n      threadKey,\n      sourceKey,\n      tenantId: input.tenantId ?? binding.tenantId ?? null,\n      subject: truncateSubject(input.content),\n      body: input.content,\n      clientProfileId,\n      openedByProfileId: input.senderProfileId,\n      authorProfileId: input.senderProfileId,\n      occurredAt: input.occurredAt,\n      sourceType: CHAT_MESSAGE_SOURCE_TYPE,\n      sourceId: input.messageId,\n      interactionMetadata: {\n        roomId: input.roomId,\n        threadId: input.threadId ?? null,\n      },\n    });\n  }\n\n  /**\n   * Ingest one inbound email from a bound account: joins the RFC thread's\n   * case when `inReplyTo` references a known interaction, else creates a new\n   * case keyed by the message id. Mail sent FROM the binding's own addresses\n   * is skipped (our outbound side of the conversation).\n   */\n  async ingestEmail(input: InboundEmail): Promise<IntakeResult> {\n    const binding = await this.bindings.findForTarget(\n      EMAIL_ACCOUNT_TARGET_TYPE,\n      input.accountId,\n    );\n    if (!binding) {\n      return { outcome: 'skipped', reason: 'no-binding' };\n    }\n    const from = input.fromAddress.trim().toLowerCase();\n    if (binding.getSelfAddresses().includes(from)) {\n      return { outcome: 'skipped', reason: 'self-address' };\n    }\n\n    const sourceKey = SupportIntakeService.emailSourceKey(input.emailId);\n\n    // A reply joins the case that holds the referenced message.\n    let threadKey: string | null = null;\n    if (input.inReplyTo) {\n      const parent = await this.findInteractionByRfcMessageId(input.inReplyTo);\n      if (parent) {\n        const parentCase = await this.caseService.cases.get({\n          id: parent.caseId,\n        });\n        if (parentCase) {\n          threadKey = parentCase.threadKey;\n        }\n      }\n    }\n    if (!threadKey) {\n      threadKey = `email:${input.rfcMessageId || input.emailId}`;\n    }\n\n    let clientProfileId = binding.clientProfileId ?? null;\n    let unresolvedClient = false;\n    if (!clientProfileId && this.options.resolveClientProfileId) {\n      clientProfileId = await this.options.resolveClientProfileId({\n        email: input.fromAddress,\n        name: input.fromName,\n        tenantId: input.tenantId ?? binding.tenantId ?? null,\n      });\n    }\n    if (!clientProfileId) {\n      unresolvedClient = true;\n    }\n\n    return this.createOrJoin({\n      binding,\n      threadKey,\n      sourceKey,\n      tenantId: input.tenantId ?? binding.tenantId ?? null,\n      subject: input.subject?.trim() || truncateSubject(input.body),\n      body: input.body,\n      clientProfileId,\n      openedByProfileId: clientProfileId,\n      authorProfileId: clientProfileId,\n      occurredAt: input.occurredAt,\n      sourceType: EMAIL_SOURCE_TYPE,\n      sourceId: input.emailId,\n      rfcMessageId: input.rfcMessageId ?? null,\n      caseMetadata: unresolvedClient\n        ? { unresolvedClient: true, fromAddress: input.fromAddress }\n        : undefined,\n      interactionMetadata: {\n        fromAddress: input.fromAddress,\n        fromName: input.fromName ?? null,\n        rfcMessageId: input.rfcMessageId ?? null,\n        inReplyTo: input.inReplyTo ?? null,\n      },\n    });\n  }\n\n  /** The shared create-or-join core (deterministic per conversation key). */\n  private async createOrJoin(input: {\n    binding: SupportChannelBinding;\n    threadKey: string;\n    sourceKey: string;\n    tenantId: string | null;\n    subject: string;\n    body: string;\n    clientProfileId: string | null;\n    openedByProfileId: string | null;\n    authorProfileId: string | null;\n    occurredAt?: Date;\n    sourceType: string;\n    sourceId: string;\n    rfcMessageId?: string | null;\n    caseMetadata?: Record<string, unknown>;\n    interactionMetadata?: Record<string, unknown>;\n  }): Promise<IntakeResult> {\n    // Serialize per conversation: two concurrent first messages for the same\n    // room/thread must not both observe \"no open case\" and split one\n    // conversation across duplicate canonical cases (their source keys\n    // differ, so row uniqueness alone cannot catch this).\n    const conversationKey = `${input.binding.id ?? ''}:${input.threadKey}`;\n    return this.conversationMutex.run(conversationKey, () =>\n      this.createOrJoinExclusive(input),\n    );\n  }\n\n  private async createOrJoinExclusive(input: {\n    binding: SupportChannelBinding;\n    threadKey: string;\n    sourceKey: string;\n    tenantId: string | null;\n    subject: string;\n    body: string;\n    clientProfileId: string | null;\n    openedByProfileId: string | null;\n    authorProfileId: string | null;\n    occurredAt?: Date;\n    sourceType: string;\n    sourceId: string;\n    rfcMessageId?: string | null;\n    caseMetadata?: Record<string, unknown>;\n    interactionMetadata?: Record<string, unknown>;\n  }): Promise<IntakeResult> {\n    const { binding } = input;\n\n    // Idempotency: the same transport record never produces two interactions.\n    const existing = await this.caseService.interactions.bySourceKey(\n      input.sourceKey,\n    );\n    if (existing) {\n      const supportCase = await this.caseService.cases.get({\n        id: existing.caseId,\n      });\n      return {\n        outcome: 'joined',\n        reason: 'duplicate-source',\n        supportCase: supportCase ?? undefined,\n        interaction: existing,\n        binding,\n      };\n    }\n\n    let outcome: IntakeResult['outcome'];\n    let supportCase = await this.caseService.cases.findOpenByThreadKey(\n      input.threadKey,\n      { bindingId: binding.id },\n    );\n\n    if (supportCase) {\n      outcome = 'joined';\n    } else {\n      const resolved = await this.findResolvedByThreadKey(\n        input.threadKey,\n        binding.id ?? null,\n      );\n      if (resolved) {\n        supportCase = await this.caseService.reopen(resolved, {\n          actorKind: 'client',\n          actorProfileId: input.authorProfileId,\n          reason: 'new inbound interaction on resolved case',\n        });\n        outcome = 'reopened';\n      } else {\n        supportCase = await this.caseService.openCase({\n          tenantId: input.tenantId,\n          subject: input.subject,\n          description: input.body,\n          channelKind: binding.channelKind,\n          clientProfileId: input.clientProfileId,\n          openedByProfileId: input.openedByProfileId,\n          projectId: binding.projectId ?? null,\n          bindingId: binding.id ?? null,\n          threadKey: input.threadKey,\n          planId: binding.planId ?? null,\n          metadata: input.caseMetadata,\n        });\n        outcome = 'created';\n      }\n    }\n\n    const interaction = await this.caseService.recordInteraction(supportCase, {\n      direction: 'inbound',\n      channelKind: binding.channelKind,\n      actorKind: 'client',\n      authorProfileId: input.authorProfileId,\n      body: input.body,\n      occurredAt: input.occurredAt,\n      sourceType: input.sourceType,\n      sourceId: input.sourceId,\n      sourceKey: input.sourceKey,\n      rfcMessageId: input.rfcMessageId ?? '',\n      metadata: input.interactionMetadata,\n    });\n\n    const result: IntakeResult = {\n      outcome,\n      supportCase,\n      interaction,\n      binding,\n    };\n    if (this.options.onCaseIntake) {\n      await this.options.onCaseIntake(result);\n    }\n    return result;\n  }\n\n  private async findResolvedByThreadKey(\n    threadKey: string,\n    bindingId: string | null,\n  ): Promise<SupportCase | null> {\n    const where: Record<string, unknown> = { threadKey, status: 'resolved' };\n    if (bindingId) {\n      where.bindingId = bindingId;\n    }\n    const matches = await this.caseService.cases.list({\n      where,\n      orderBy: 'updated_at DESC',\n      limit: 1,\n    });\n    return matches[0] ?? null;\n  }\n\n  private async findInteractionByRfcMessageId(\n    rfcMessageId: string,\n  ): Promise<SupportInteraction | null> {\n    // Keyed lookup on the first-class column — reply threading must not\n    // depend on how much traffic arrived since the parent message.\n    return this.caseService.interactions.byRfcMessageId(rfcMessageId);\n  }\n}\n\nfunction truncateSubject(body: string, max = 120): string {\n  const firstLine = (body ?? '').split('\\n', 1)[0]?.trim() ?? '';\n  if (firstLine.length <= max) {\n    return firstLine || '(no subject)';\n  }\n  return `${firstLine.slice(0, max - 1)}…`;\n}\n\n/** Interceptor name used for registration/unregistration. */\nexport const SUPPORT_INTAKE_INTERCEPTOR = 'smrt-support:intake';\n\n/**\n * Opt-in ambient intake: observe saves of `ChatMessage` and `Email` rows via\n * core `GlobalInterceptors` and feed them through the intake service. Only\n * containers with an enabled {@link SupportChannelBinding} produce cases;\n * everything else passes through untouched. Errors are logged, never thrown —\n * intake must not break the source package's save path.\n *\n * @returns An unregister function.\n */\nexport function registerSupportIntake(\n  intake: SupportIntakeService,\n  options: { onError?: (error: unknown, instance: SmrtObject) => void } = {},\n): () => void {\n  const handleError = (error: unknown, instance: SmrtObject) => {\n    if (options.onError) {\n      options.onError(error, instance);\n      return;\n    }\n    // Lazy logger: created on first failure, never at module scope (a\n    // module-scope createLogger reads process.env and breaks browser builds).\n    createLogger(true).error('[smrt-support] intake failed', { error });\n  };\n\n  GlobalInterceptors.register({\n    name: SUPPORT_INTAKE_INTERCEPTOR,\n    async afterSave(instance) {\n      const record = instance as unknown as Record<string, unknown>;\n      try {\n        const className = instance.constructor?.name;\n        if (className === 'ChatMessage') {\n          // Only freshly created user messages are inbound client activity.\n          if (record.isDeleted === true) return;\n          await intake.ingestChatMessage({\n            messageId: String(record.id ?? ''),\n            roomId: String(record.roomId ?? ''),\n            threadId: (record.threadId as string | null) ?? null,\n            senderProfileId: String(record.senderProfileId ?? ''),\n            role: (record.role as string | undefined) ?? 'user',\n            content: String(record.content ?? ''),\n            tenantId: (record.tenantId as string | null) ?? null,\n            occurredAt:\n              record.created_at instanceof Date ? record.created_at : undefined,\n          });\n        } else if (className === 'Email') {\n          await intake.ingestEmail({\n            emailId: String(record.id ?? ''),\n            accountId: String(record.accountId ?? ''),\n            fromAddress: String(record.fromAddress ?? ''),\n            fromName: (record.fromName as string | undefined) ?? undefined,\n            subject: (record.subject as string | undefined) ?? undefined,\n            body: String(record.textBody ?? record.body ?? ''),\n            rfcMessageId: (record.messageId as string | null) ?? null,\n            inReplyTo: (record.inReplyTo as string | null) ?? null,\n            tenantId: (record.tenantId as string | null) ?? null,\n            occurredAt: record.date instanceof Date ? record.date : undefined,\n          });\n        }\n      } catch (error) {\n        handleError(error, instance);\n      }\n    },\n  });\n\n  return () => {\n    GlobalInterceptors.unregister(SUPPORT_INTAKE_INTERCEPTOR);\n  };\n}\n\nexport default SupportIntakeService;\n","/**\n * SupportPlanAdminService — the permission-gated write surface for\n * commercial terms: Managed Support Plans (client pricing/service terms) and\n * Support Compensation Plans (provider earning terms).\n *\n * The `support.manage-plans` split is the gate (the\n * `personas.activate-directive` idiom): the generated CRUD routes on both\n * models are read-only, so every plan write flows through here, carries an\n * accountable principal, and refuses cross-tenant acts. Plan history stays\n * safe regardless — cases snapshot plan terms at apply time and settlements\n * snapshot rates at approval time — but only holders of the split may shape\n * future terms.\n */\n\nimport type { SmrtObjectOptions } from '@happyvertical/smrt-core';\nimport {\n  type SupportCompensationPlan,\n  SupportCompensationPlanCollection,\n} from '../models/support-compensation-plan.js';\nimport {\n  type SupportPlan,\n  SupportPlanCollection,\n} from '../models/support-plan.js';\nimport {\n  MANAGE_PLANS_PERMISSION,\n  type SupportPrincipal,\n} from '../permissions.js';\n\n/** Thrown when a plan write is attempted without the manage-plans split. */\nexport class PlanAdminDeniedError extends Error {\n  constructor(message: string) {\n    super(message);\n    this.name = 'PlanAdminDeniedError';\n  }\n}\n\nexport interface PlanAdminActor {\n  principal: SupportPrincipal;\n}\n\nexport class SupportPlanAdminService {\n  readonly plans: SupportPlanCollection;\n  readonly compensationPlans: SupportCompensationPlanCollection;\n\n  protected constructor(collections: {\n    plans: SupportPlanCollection;\n    compensationPlans: SupportCompensationPlanCollection;\n  }) {\n    this.plans = collections.plans;\n    this.compensationPlans = collections.compensationPlans;\n  }\n\n  static async create(\n    options: SmrtObjectOptions,\n  ): Promise<SupportPlanAdminService> {\n    const [plans, compensationPlans] = await Promise.all([\n      SupportPlanCollection.create(options),\n      SupportCompensationPlanCollection.create(options),\n    ]);\n    return new SupportPlanAdminService({ plans, compensationPlans });\n  }\n\n  /** Create (or overwrite via natural key) a Managed Support Plan. */\n  async savePlan(\n    input: PlanAdminActor & { fields: Record<string, unknown> },\n  ): Promise<SupportPlan> {\n    this.assertManager(input.principal, 'writing a Managed Support Plan');\n    this.assertTenant(\n      input.principal,\n      (input.fields.tenantId as string | null | undefined) ?? null,\n    );\n    return this.plans.create(input.fields);\n  }\n\n  /** Update an existing Managed Support Plan's fields. */\n  async updatePlan(\n    planId: string,\n    input: PlanAdminActor & { fields: Record<string, unknown> },\n  ): Promise<SupportPlan> {\n    this.assertManager(input.principal, 'updating a Managed Support Plan');\n    const plan = await this.plans.get({ id: planId });\n    if (!plan) {\n      throw new Error(`SupportPlan not found: ${planId}`);\n    }\n    this.assertTenant(input.principal, plan.tenantId);\n    Object.assign(plan, input.fields);\n    await plan.save();\n    return plan;\n  }\n\n  /** Archive a Managed Support Plan (soft retirement; history untouched). */\n  async archivePlan(\n    planId: string,\n    input: PlanAdminActor,\n  ): Promise<SupportPlan> {\n    return this.updatePlan(planId, {\n      principal: input.principal,\n      fields: { status: 'archived' },\n    });\n  }\n\n  /** Create a Support Compensation Plan (effective-dated earning terms). */\n  async saveCompensationPlan(\n    input: PlanAdminActor & { fields: Record<string, unknown> },\n  ): Promise<SupportCompensationPlan> {\n    this.assertManager(input.principal, 'writing a Support Compensation Plan');\n    this.assertTenant(\n      input.principal,\n      (input.fields.tenantId as string | null | undefined) ?? null,\n    );\n    return this.compensationPlans.create(input.fields);\n  }\n\n  /** Update an existing Support Compensation Plan's fields. */\n  async updateCompensationPlan(\n    planId: string,\n    input: PlanAdminActor & { fields: Record<string, unknown> },\n  ): Promise<SupportCompensationPlan> {\n    this.assertManager(input.principal, 'updating a Support Compensation Plan');\n    const plan = await this.compensationPlans.get({ id: planId });\n    if (!plan) {\n      throw new Error(`SupportCompensationPlan not found: ${planId}`);\n    }\n    this.assertTenant(input.principal, plan.tenantId);\n    Object.assign(plan, input.fields);\n    await plan.save();\n    return plan;\n  }\n\n  /** Archive a Support Compensation Plan. */\n  async archiveCompensationPlan(\n    planId: string,\n    input: PlanAdminActor,\n  ): Promise<SupportCompensationPlan> {\n    return this.updateCompensationPlan(planId, {\n      principal: input.principal,\n      fields: { status: 'archived' },\n    });\n  }\n\n  protected assertManager(\n    principal: SupportPrincipal | undefined,\n    act: string,\n  ): void {\n    if (!principal?.can(MANAGE_PLANS_PERMISSION)) {\n      throw new PlanAdminDeniedError(\n        `Denied ${act}: principal lacks '${MANAGE_PLANS_PERMISSION}'.`,\n      );\n    }\n  }\n\n  /** Cross-tenant plan writes are refused when both sides carry a tenant. */\n  protected assertTenant(\n    principal: SupportPrincipal,\n    planTenantId: string | null,\n  ): void {\n    if (!principal.tenantId || !planTenantId) {\n      return;\n    }\n    if (principal.tenantId !== planTenantId) {\n      throw new PlanAdminDeniedError(\n        `Denied: principal tenant '${principal.tenantId}' does not match the plan tenant '${planTenantId}'.`,\n      );\n    }\n  }\n}\n\nexport default SupportPlanAdminService;\n","/**\n * TimeEntryApprovalService — the approval gate for Service Time Entries and\n * the ONLY writer of their commercial snapshots (FR-36/FR-32/FR-35, issue\n * #1930).\n *\n * Approval paths come from the governing Managed Support Plan's\n * `timeApprovalPolicy`: `automatic` (no principal needed under the\n * thresholds), `threshold` (an over-threshold automatic entry needs an\n * operator), `operator` (the `support.approve-time-entry` split), and\n * `client` (the case's Client, with the operator split as override).\n *\n * On approval two deliberately separate rows derive per entry:\n *\n * - **SupportCharge** — client side, from the Managed Support Plan only:\n *   included time consumes first (per case; period windows arrive with usage\n *   pricing #1925), the remainder meters at the overage (or on-call) rate.\n *   Rate math uses the CASE's `planSnapshot` when present so later plan edits\n *   never change history.\n * - **SupportCompensation** — provider side, from the effective-dated Support\n *   Compensation Plan only.\n *\n * Margin (charge − compensation) stays computable by readers and is NEVER\n * stored; case-visible audit events carry the charge amount only, never the\n * compensation. Approved entries freeze (model-enforced); disputes flow\n * through {@link TimeEntryApprovalService.correct}, which supersedes the\n * original and re-derives fresh snapshots from the correcting entry.\n */\n\nimport type { SmrtObjectOptions } from '@happyvertical/smrt-core';\nimport {\n  type ServiceTimeEntry,\n  ServiceTimeEntryCollection,\n} from '../models/service-time-entry.js';\nimport type { SupportCase } from '../models/support-case.js';\nimport {\n  type SupportCompensationPlan,\n  SupportCompensationPlanCollection,\n} from '../models/support-compensation-plan.js';\nimport type { SupportPlan } from '../models/support-plan.js';\nimport {\n  type SupportCharge,\n  SupportChargeCollection,\n  type SupportCompensation,\n  SupportCompensationCollection,\n} from '../models/support-settlement.js';\nimport {\n  APPROVE_TIME_ENTRY_PERMISSION,\n  type SupportPrincipal,\n} from '../permissions.js';\nimport type {\n  TimeApprovalPolicy,\n  TimeEntryApprovalPath,\n  TimeEntryEvidence,\n} from '../types.js';\nimport { KeyedMutex } from './keyed-mutex.js';\nimport { SupportCaseService } from './support-case-service.js';\n\n/** Thrown when an approval-path or tenant gate refuses the acting principal. */\nexport class TimeEntryApprovalDeniedError extends Error {\n  constructor(reason: string) {\n    super(`Time entry approval denied: ${reason}`);\n    this.name = 'TimeEntryApprovalDeniedError';\n  }\n}\n\n/** Options for {@link TimeEntryApprovalService.create}. */\nexport interface TimeEntryApprovalServiceOptions extends SmrtObjectOptions {\n  /** Share an existing case facade (otherwise one is created internally). */\n  caseService?: SupportCaseService;\n}\n\n/**\n * The plan terms governing one entry's approval and pricing, resolved from\n * the case's frozen `planSnapshot` first, then the live plan row, else\n * zero-rate defaults (operator approval, nothing charged).\n */\nexport interface ResolvedPlanTerms {\n  policy: TimeApprovalPolicy;\n  currency: string;\n  includedMinutes: number;\n  overageHourlyRate: number;\n  onCallHourlyRate: number;\n  planId: string | null;\n  planKey: string;\n}\n\n/** Input for {@link TimeEntryApprovalService.approve}. */\nexport interface ApproveTimeEntryInput {\n  /** Acting principal; optional only for the `automatic` path. */\n  principal?: SupportPrincipal;\n  note?: string;\n  /** Approval instant (defaults to now); also the derivation timestamp. */\n  at?: Date;\n}\n\n/** Result of {@link TimeEntryApprovalService.approve}. */\nexport interface ApproveTimeEntryResult {\n  entry: ServiceTimeEntry;\n  charge: SupportCharge;\n  compensation: SupportCompensation;\n  path: TimeEntryApprovalPath;\n}\n\n/** Input for {@link TimeEntryApprovalService.reject}. */\nexport interface RejectTimeEntryInput {\n  principal: SupportPrincipal;\n  reason: string;\n}\n\n/** Input for {@link TimeEntryApprovalService.correct}. */\nexport interface CorrectTimeEntryInput {\n  principal: SupportPrincipal;\n  patch: Partial<{\n    durationSeconds: number;\n    startedAt: Date;\n    endedAt: Date;\n    description: string;\n    evidence: TimeEntryEvidence[];\n  }>;\n  note?: string;\n}\n\n/** Result of {@link TimeEntryApprovalService.correct}. */\nexport interface CorrectTimeEntryResult {\n  /** The superseded entry, now `corrected` with its snapshot intact. */\n  original: ServiceTimeEntry;\n  /** The new `draft` entry carrying the patch (flows submit → approve). */\n  correction: ServiceTimeEntry;\n}\n\n/** Charge math derived from the plan terms before any row is written. */\ninterface ChargeDerivation {\n  billableSeconds: number;\n  includedSecondsBefore: number;\n  includedSecondsApplied: number;\n  hourlyRate: number;\n  rateSource: 'overage' | 'on_call' | 'none';\n  amount: number;\n}\n\n/** Round a currency amount to 2 decimals. */\nfunction roundMoney(value: number): number {\n  return Math.round((value + Number.EPSILON) * 100) / 100;\n}\n\n/**\n * The approval gate. Construct with {@link TimeEntryApprovalService.create}.\n */\nexport class TimeEntryApprovalService {\n  readonly entries: ServiceTimeEntryCollection;\n  readonly charges: SupportChargeCollection;\n  readonly compensations: SupportCompensationCollection;\n  readonly compensationPlans: SupportCompensationPlanCollection;\n  readonly caseService: SupportCaseService;\n  private readonly approvalMutex = new KeyedMutex();\n\n  protected constructor(collections: {\n    entries: ServiceTimeEntryCollection;\n    charges: SupportChargeCollection;\n    compensations: SupportCompensationCollection;\n    compensationPlans: SupportCompensationPlanCollection;\n    caseService: SupportCaseService;\n  }) {\n    this.entries = collections.entries;\n    this.charges = collections.charges;\n    this.compensations = collections.compensations;\n    this.compensationPlans = collections.compensationPlans;\n    this.caseService = collections.caseService;\n  }\n\n  static async create(\n    options: TimeEntryApprovalServiceOptions,\n  ): Promise<TimeEntryApprovalService> {\n    const caseService =\n      options.caseService ?? (await SupportCaseService.create(options));\n    const [entries, charges, compensations, compensationPlans] =\n      await Promise.all([\n        ServiceTimeEntryCollection.create(options),\n        SupportChargeCollection.create(options),\n        SupportCompensationCollection.create(options),\n        SupportCompensationPlanCollection.create(options),\n      ]);\n    return new TimeEntryApprovalService({\n      entries,\n      charges,\n      compensations,\n      compensationPlans,\n      caseService,\n    });\n  }\n\n  /** Load an entry or throw a descriptive error. */\n  async getEntry(\n    entryRef: ServiceTimeEntry | string,\n  ): Promise<ServiceTimeEntry> {\n    if (typeof entryRef !== 'string') {\n      return entryRef;\n    }\n    const found = await this.entries.get({ id: entryRef });\n    if (!found) {\n      throw new Error(`ServiceTimeEntry not found: ${entryRef}`);\n    }\n    return found;\n  }\n\n  /**\n   * Resolve the plan terms governing an entry: the case's frozen\n   * `planSnapshot` wins field-by-field (history never rewritten by plan\n   * edits), the live plan row fills gaps, and with no case or plan at all the\n   * terms fall back to zero rates under operator approval.\n   */\n  async resolvePlanTerms(\n    entry: ServiceTimeEntry,\n    supportCase?: SupportCase | null,\n  ): Promise<ResolvedPlanTerms> {\n    const zeroRate: ResolvedPlanTerms = {\n      policy: { mode: 'operator' },\n      currency: 'USD',\n      includedMinutes: 0,\n      overageHourlyRate: 0,\n      onCallHourlyRate: 0,\n      planId: null,\n      planKey: '',\n    };\n    if (!entry.caseId) {\n      return zeroRate;\n    }\n    const owningCase =\n      supportCase ?? (await this.caseService.getCase(entry.caseId));\n    const snapshot = owningCase.getPlanSnapshot();\n    const plan: SupportPlan | null = owningCase.planId\n      ? await this.caseService.plans.get({ id: owningCase.planId })\n      : null;\n    if (Object.keys(snapshot).length === 0 && !plan) {\n      return zeroRate;\n    }\n\n    const num = (snapshotValue: unknown, planValue: number | undefined) =>\n      typeof snapshotValue === 'number' ? snapshotValue : (planValue ?? 0);\n    const policySource =\n      snapshot.timeApprovalPolicy &&\n      typeof snapshot.timeApprovalPolicy === 'object'\n        ? (snapshot.timeApprovalPolicy as Partial<TimeApprovalPolicy>)\n        : plan?.getTimeApprovalPolicy();\n\n    return {\n      policy: { mode: 'operator', ...(policySource ?? {}) },\n      currency:\n        typeof snapshot.currency === 'string' && snapshot.currency\n          ? snapshot.currency\n          : (plan?.currency ?? 'USD'),\n      includedMinutes: num(snapshot.includedMinutes, plan?.includedMinutes),\n      overageHourlyRate: num(\n        snapshot.overageHourlyRate,\n        plan?.overageHourlyRate,\n      ),\n      onCallHourlyRate: num(snapshot.onCallHourlyRate, plan?.onCallHourlyRate),\n      planId:\n        typeof snapshot.planId === 'string' && snapshot.planId\n          ? snapshot.planId\n          : (plan?.id ?? null),\n      planKey:\n        typeof snapshot.planKey === 'string'\n          ? snapshot.planKey\n          : (plan?.planKey ?? ''),\n    };\n  }\n\n  /**\n   * Approve a `submitted` entry: gate the acting principal by the plan's\n   * approval policy, freeze the entry, and derive its charge and compensation\n   * snapshots. Throws {@link TimeEntryApprovalDeniedError} when the gate\n   * refuses.\n   */\n  async approve(\n    entryRef: ServiceTimeEntry | string,\n    input: ApproveTimeEntryInput = {},\n  ): Promise<ApproveTimeEntryResult> {\n    const entry = await this.getEntry(entryRef);\n    // Serialize per work context: concurrent approvals against the same case\n    // must not each read the same remaining included allowance and both\n    // consume it (over-granting included time / under-billing overage).\n    const lockKey = entry.caseId ?? `entry:${entry.id ?? ''}`;\n    return this.approvalMutex.run(lockKey, () =>\n      this.approveExclusive(entry, input),\n    );\n  }\n\n  private async approveExclusive(\n    entry: ServiceTimeEntry,\n    input: ApproveTimeEntryInput,\n  ): Promise<ApproveTimeEntryResult> {\n    if (entry.status !== 'submitted') {\n      throw new Error(\n        `ServiceTimeEntry ${entry.id}: only 'submitted' entries can be approved (status is '${entry.status}').`,\n      );\n    }\n    const at = input.at ?? new Date();\n    const principal = input.principal;\n    this.assertTenantMatch(entry, principal);\n\n    const supportCase = entry.caseId\n      ? await this.caseService.getCase(entry.caseId)\n      : null;\n    const terms = await this.resolvePlanTerms(entry, supportCase);\n    const derivation = await this.deriveCharge(entry, terms);\n    const path = this.determinePath(\n      entry,\n      terms.policy,\n      derivation.amount,\n      principal,\n      supportCase,\n    );\n\n    // Settlement rows are written BEFORE the entry flips to 'approved' so a\n    // transient failure leaves the entry 'submitted' and the whole approval\n    // retryable (codex P1, PR #1943): both writes are upserts keyed on the\n    // entry (one charge/compensation per entry), the consumption query above\n    // excludes the entry's own row, and the status flip lands last.\n    const charge = await this.upsertChargeRow(entry, {\n      tenantId: entry.tenantId,\n      timeEntryId: entry.id ?? '',\n      caseId: entry.caseId,\n      planId: terms.planId,\n      amount: derivation.amount,\n      currency: terms.currency,\n      billableSeconds: derivation.billableSeconds,\n      includedSecondsApplied: derivation.includedSecondsApplied,\n      rateSnapshot: JSON.stringify({\n        hourlyRate: derivation.hourlyRate,\n        rateSource: derivation.rateSource,\n        planId: terms.planId,\n        planKey: terms.planKey,\n        includedMinutes: terms.includedMinutes,\n        includedSecondsBefore: derivation.includedSecondsBefore,\n        includedSecondsApplied: derivation.includedSecondsApplied,\n        derivedAt: at.toISOString(),\n        scope: 'per-case (period accounting arrives with usage pricing #1925)',\n      }),\n      status: 'final',\n      finalizedAt: at,\n    });\n\n    const compensation = await this.deriveCompensation(entry, at);\n\n    // Set every approval field BEFORE the save — the model's freeze engages\n    // the moment the row persists as 'approved'.\n    entry.approvedAt = at;\n    entry.approvedByProfileId = principal?.id ?? null;\n    entry.approvalPath = path;\n    entry.status = 'approved';\n    await entry.save();\n\n    if (supportCase) {\n      // Case-visible audit carries the client-side amount ONLY — provider\n      // compensation never leaks into a case event; it is queryable through\n      // its own read model.\n      await this.caseService.recordEvent(supportCase, 'time_recorded', {\n        actorKind:\n          path === 'client' ? 'client' : principal ? 'specialist' : 'system',\n        actorProfileId: principal?.id ?? null,\n        summary: `Time entry approved (${path})`,\n        payload: {\n          approved: true,\n          path,\n          timeEntryId: entry.id ?? '',\n          chargeAmount: charge.amount,\n        },\n        occurredAt: at,\n      });\n    }\n\n    return { entry, charge, compensation, path };\n  }\n\n  /**\n   * Reject a `submitted` entry with a reason (requires the\n   * `support.approve-time-entry` split).\n   */\n  async reject(\n    entryRef: ServiceTimeEntry | string,\n    input: RejectTimeEntryInput,\n  ): Promise<ServiceTimeEntry> {\n    const entry = await this.getEntry(entryRef);\n    if (entry.status !== 'submitted') {\n      throw new Error(\n        `ServiceTimeEntry ${entry.id}: only 'submitted' entries can be rejected (status is '${entry.status}').`,\n      );\n    }\n    if (!input.reason?.trim()) {\n      throw new Error('ServiceTimeEntry: a rejection reason is required.');\n    }\n    this.assertTenantMatch(entry, input.principal);\n    this.assertOperator(input.principal, 'rejecting a time entry');\n\n    entry.rejectedAt = new Date();\n    entry.rejectedByProfileId = input.principal.id ?? null;\n    entry.rejectionReason = input.reason;\n    entry.status = 'rejected';\n    await entry.save();\n    return entry;\n  }\n\n  /**\n   * Correct an `approved` entry (requires the `support.approve-time-entry`\n   * split): a NEW `draft` entry copies the original's context, participant,\n   * and source with the patch applied and links back via `correctionOfId`;\n   * the original flips to `corrected` with its frozen fields and snapshots\n   * untouched, and its charge/compensation rows are marked `corrected`. The\n   * correction then flows submit → approve normally, deriving fresh\n   * snapshots.\n   */\n  async correct(\n    entryRef: ServiceTimeEntry | string,\n    input: CorrectTimeEntryInput,\n  ): Promise<CorrectTimeEntryResult> {\n    const original = await this.getEntry(entryRef);\n    if (original.status !== 'approved') {\n      throw new Error(\n        `ServiceTimeEntry ${original.id}: only 'approved' entries can be corrected (status is '${original.status}').`,\n      );\n    }\n    this.assertTenantMatch(original, input.principal);\n    this.assertOperator(input.principal, 'correcting an approved time entry');\n\n    const patch = input.patch ?? {};\n    const startedAt =\n      patch.startedAt !== undefined ? patch.startedAt : original.startedAt;\n    const endedAt =\n      patch.endedAt !== undefined ? patch.endedAt : original.endedAt;\n    const durationSeconds = patch.durationSeconds ?? original.durationSeconds;\n    if (!(durationSeconds > 0)) {\n      throw new Error(\n        `ServiceTimeEntry: correction durationSeconds must be greater than zero (got ${durationSeconds}).`,\n      );\n    }\n    if (startedAt && endedAt && startedAt.getTime() >= endedAt.getTime()) {\n      throw new Error(\n        'ServiceTimeEntry: correction startedAt must be before endedAt.',\n      );\n    }\n\n    const correction = await this.entries.create({\n      tenantId: original.tenantId,\n      caseId: original.caseId,\n      workRefType: original.workRefType,\n      workRefId: original.workRefId,\n      specialistId: original.specialistId,\n      participantKind: original.participantKind,\n      participantProfileId: original.participantProfileId,\n      agentRef: original.agentRef,\n      source: original.source,\n      description: patch.description ?? original.description,\n      startedAt,\n      endedAt,\n      durationSeconds,\n      evidence:\n        patch.evidence !== undefined\n          ? JSON.stringify(patch.evidence)\n          : original.evidence,\n      status: 'draft',\n      correctionOfId: original.id,\n      metadata: JSON.stringify({\n        ...original.getMetadata(),\n        correctionNote: input.note ?? null,\n      }),\n    });\n\n    // Only the status flips — the frozen work-defining fields stay intact\n    // (the model allows exactly this approved → corrected exit).\n    original.status = 'corrected';\n    await original.save();\n\n    const originalId = original.id ?? '';\n    const [charge, compensation] = await Promise.all([\n      this.charges.forTimeEntry(originalId),\n      this.compensations.forTimeEntry(originalId),\n    ]);\n    if (charge) {\n      charge.status = 'corrected';\n      await charge.save();\n    }\n    if (compensation) {\n      compensation.status = 'corrected';\n      await compensation.save();\n    }\n\n    return { original, correction };\n  }\n\n  /**\n   * Determine the approval path for an entry under a policy, or throw\n   * {@link TimeEntryApprovalDeniedError} when the acting principal does not\n   * satisfy it.\n   */\n  protected determinePath(\n    entry: ServiceTimeEntry,\n    policy: TimeApprovalPolicy,\n    chargeAmount: number,\n    principal: SupportPrincipal | undefined,\n    supportCase: SupportCase | null,\n  ): TimeEntryApprovalPath {\n    const isOperator = principal?.can(APPROVE_TIME_ENTRY_PERMISSION) ?? false;\n\n    if (policy.mode === 'automatic') {\n      const minutes = entry.durationSeconds / 60;\n      const overMinutes =\n        policy.thresholdMinutes !== undefined &&\n        minutes > policy.thresholdMinutes;\n      const overAmount =\n        policy.thresholdAmount !== undefined &&\n        chargeAmount > policy.thresholdAmount;\n      if (!overMinutes && !overAmount) {\n        return 'automatic';\n      }\n      if (!isOperator) {\n        throw new TimeEntryApprovalDeniedError(\n          `the entry exceeds the automatic-approval ${overMinutes ? 'duration' : 'amount'} threshold and requires an operator holding '${APPROVE_TIME_ENTRY_PERMISSION}'.`,\n        );\n      }\n      return 'threshold';\n    }\n\n    if (policy.mode === 'client') {\n      if (!principal) {\n        throw new TimeEntryApprovalDeniedError(\n          'client approval requires an acting principal.',\n        );\n      }\n      const clientProfileId = supportCase?.clientProfileId ?? null;\n      if (clientProfileId && principal.id === clientProfileId) {\n        return 'client';\n      }\n      if (isOperator) {\n        return 'client';\n      }\n      throw new TimeEntryApprovalDeniedError(\n        `client approval requires the case's Client${clientProfileId ? ` (${clientProfileId})` : ''} or an operator holding '${APPROVE_TIME_ENTRY_PERMISSION}'.`,\n      );\n    }\n\n    // 'operator' — the default mode, including zero-rate fallback terms.\n    if (!isOperator) {\n      throw new TimeEntryApprovalDeniedError(\n        `operator approval requires '${APPROVE_TIME_ENTRY_PERMISSION}'.`,\n      );\n    }\n    return 'operator';\n  }\n\n  /**\n   * Charge math from the Managed Support Plan terms: remaining included time\n   * (per case — period windows are #1925's scope) absorbs first, the\n   * remainder meters at the overage (or on-call) hourly rate.\n   */\n  protected async deriveCharge(\n    entry: ServiceTimeEntry,\n    terms: ResolvedPlanTerms,\n  ): Promise<ChargeDerivation> {\n    const billableSeconds = entry.durationSeconds;\n    let includedSecondsBefore = 0;\n    if (entry.caseId && terms.includedMinutes > 0) {\n      const existing = await this.charges.forCase(entry.caseId);\n      // Only live charges consume included time: `corrected`/`voided` rows\n      // release their allowance back to the case (codex P1, PR #1943), and\n      // the entry's own row is excluded so an approval retry after a partial\n      // failure never double-counts itself.\n      const consumed = existing\n        .filter(\n          (charge) =>\n            (charge.status === 'final' || charge.status === 'pending') &&\n            charge.timeEntryId !== entry.id,\n        )\n        .reduce((sum, charge) => sum + (charge.includedSecondsApplied ?? 0), 0);\n      includedSecondsBefore = Math.max(\n        0,\n        terms.includedMinutes * 60 - consumed,\n      );\n    }\n    const includedSecondsApplied = Math.min(\n      includedSecondsBefore,\n      billableSeconds,\n    );\n    const onCall = Boolean(entry.getMetadata().onCall);\n    const hourlyRate = onCall\n      ? terms.onCallHourlyRate || terms.overageHourlyRate\n      : terms.overageHourlyRate;\n    const amount = roundMoney(\n      ((billableSeconds - includedSecondsApplied) / 3600) * hourlyRate,\n    );\n    return {\n      billableSeconds,\n      includedSecondsBefore,\n      includedSecondsApplied,\n      hourlyRate,\n      rateSource: onCall ? 'on_call' : hourlyRate > 0 ? 'overage' : 'none',\n      amount,\n    };\n  }\n\n  /**\n   * Provider earning from the Support Compensation Plan effective at the work\n   * instant (`endedAt`, falling back to the approval instant). No specialist\n   * or no plan resolves to a zero-amount row so the entry still settles.\n   */\n  protected async deriveCompensation(\n    entry: ServiceTimeEntry,\n    at: Date,\n  ): Promise<SupportCompensation> {\n    const plan: SupportCompensationPlan | null = entry.specialistId\n      ? await this.compensationPlans.resolveForSpecialist(\n          entry.specialistId,\n          entry.endedAt ?? at,\n          // Scope defaults to the entry's tenant — approval may run without\n          // an ambient tenant context, and another tenant's default plan\n          // must never price this tenant's work.\n          { tenantId: entry.tenantId ?? null },\n        )\n      : null;\n    const payableSeconds = entry.durationSeconds;\n\n    if (!plan) {\n      return this.upsertCompensationRow(entry, {\n        tenantId: entry.tenantId,\n        timeEntryId: entry.id ?? '',\n        specialistId: entry.specialistId,\n        compensationPlanId: null,\n        amount: 0,\n        currency: 'USD',\n        payableSeconds,\n        rateSnapshot: JSON.stringify({\n          rateSource: 'none',\n          derivedAt: at.toISOString(),\n        }),\n        status: 'final',\n        finalizedAt: at,\n      });\n    }\n\n    const amount = roundMoney((payableSeconds / 3600) * plan.hourlyRate);\n    return this.upsertCompensationRow(entry, {\n      tenantId: entry.tenantId,\n      timeEntryId: entry.id ?? '',\n      specialistId: entry.specialistId,\n      compensationPlanId: plan.id,\n      amount,\n      currency: plan.currency,\n      payableSeconds,\n      rateSnapshot: JSON.stringify({\n        hourlyRate: plan.hourlyRate,\n        currency: plan.currency,\n        planId: plan.id,\n        effectiveFrom: plan.effectiveFrom?.toISOString() ?? null,\n        effectiveTo: plan.effectiveTo?.toISOString() ?? null,\n        derivedAt: at.toISOString(),\n      }),\n      status: 'final',\n      finalizedAt: at,\n    });\n  }\n\n  /**\n   * Idempotent write of the entry's single charge row: an approval retry\n   * after a partial failure refreshes the existing row instead of colliding\n   * on the `time_entry_id` unique key.\n   */\n  protected async upsertChargeRow(\n    entry: ServiceTimeEntry,\n    fields: Record<string, unknown>,\n  ): Promise<SupportCharge> {\n    const existing = entry.id\n      ? await this.charges.forTimeEntry(entry.id)\n      : null;\n    if (!existing) {\n      return this.charges.create(fields);\n    }\n    Object.assign(existing, fields);\n    await existing.save();\n    return existing;\n  }\n\n  /** Idempotent write of the entry's single compensation row (see above). */\n  protected async upsertCompensationRow(\n    entry: ServiceTimeEntry,\n    fields: Record<string, unknown>,\n  ): Promise<SupportCompensation> {\n    const existing = entry.id\n      ? await this.compensations.forTimeEntry(entry.id)\n      : null;\n    if (!existing) {\n      return this.compensations.create(fields);\n    }\n    Object.assign(existing, fields);\n    await existing.save();\n    return existing;\n  }\n\n  /** Cross-tenant acts are refused when both sides carry a tenant. */\n  protected assertTenantMatch(\n    entry: ServiceTimeEntry,\n    principal: SupportPrincipal | undefined,\n  ): void {\n    if (!principal?.tenantId || !entry.tenantId) {\n      return;\n    }\n    if (principal.tenantId !== entry.tenantId) {\n      throw new TimeEntryApprovalDeniedError(\n        `principal tenant '${principal.tenantId}' does not match the entry's tenant '${entry.tenantId}'.`,\n      );\n    }\n  }\n\n  /** Require the operator permission split for a privileged act. */\n  protected assertOperator(\n    principal: SupportPrincipal | undefined,\n    act: string,\n  ): void {\n    if (!principal?.can(APPROVE_TIME_ENTRY_PERMISSION)) {\n      throw new TimeEntryApprovalDeniedError(\n        `${act} requires '${APPROVE_TIME_ENTRY_PERMISSION}'.`,\n      );\n    }\n  }\n}\n\nexport default TimeEntryApprovalService;\n","/**\n * @happyvertical/smrt-support\n *\n * AI-first Support Cases for the SMRT framework (epic #1934): channel-neutral\n * Support Cases over chat and email transports, the standard case lifecycle\n * with reopen history, immediate AI assistance with lossless Human Handoff,\n * Project-qualified routing, Service Targets with timed escalation, and\n * auditable Service Time Entries with separated client charges and provider\n * compensation.\n *\n * Boundary: Support owns tickets, interactions, routing, and service targets.\n * Delivery Operations owns repository work — a Delivery Handoff links a case\n * to a Development Work Item without driving its execution.\n *\n * @packageDocumentation\n */\n\n// Self-register this package's manifest before any @smrt() decorator fires\n// downstream. Must come first so the side effect runs ahead of the class\n// module loads below (issue #1132 context in __smrt-register__.ts).\nimport './__smrt-register__.js';\n\nimport { ensureSupportPermissionsRegistered } from './permissions.js';\n\nexport * from './models/index.js';\nexport {\n  APPROVE_TIME_ENTRY_PERMISSION,\n  ensureSupportPermissionsRegistered,\n  MANAGE_PLANS_PERMISSION,\n  REASSIGN_CASE_PERMISSION,\n  registerSupportPermissions,\n  SUPPORT_PERMISSION_DEFS,\n  type SupportPrincipal,\n  supportPrincipalFromPermissions,\n} from './permissions.js';\nexport * from './services/index.js';\nexport * from './types.js';\n\n// Contribute the support permission slugs to the runtime catalog on import,\n// so any consumer of this package sees the gates' 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