@happyvertical/smrt-support 0.39.2

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Files changed (96) hide show
  1. package/AGENTS.md +270 -0
  2. package/CLAUDE.md +1 -0
  3. package/LICENSE +7 -0
  4. package/dist/__smrt-register__.d.ts +2 -0
  5. package/dist/__smrt-register__.d.ts.map +1 -0
  6. package/dist/index.d.ts +5 -0
  7. package/dist/index.d.ts.map +1 -0
  8. package/dist/index.js +4358 -0
  9. package/dist/index.js.map +1 -0
  10. package/dist/manifest.json +6770 -0
  11. package/dist/models/index.d.ts +17 -0
  12. package/dist/models/index.d.ts.map +1 -0
  13. package/dist/models/service-time-entry.d.ts +75 -0
  14. package/dist/models/service-time-entry.d.ts.map +1 -0
  15. package/dist/models/support-ai-run.d.ts +45 -0
  16. package/dist/models/support-ai-run.d.ts.map +1 -0
  17. package/dist/models/support-case-event.d.ts +25 -0
  18. package/dist/models/support-case-event.d.ts.map +1 -0
  19. package/dist/models/support-case.d.ts +125 -0
  20. package/dist/models/support-case.d.ts.map +1 -0
  21. package/dist/models/support-channel-binding.d.ts +47 -0
  22. package/dist/models/support-channel-binding.d.ts.map +1 -0
  23. package/dist/models/support-compensation-plan.d.ts +42 -0
  24. package/dist/models/support-compensation-plan.d.ts.map +1 -0
  25. package/dist/models/support-interaction.d.ts +49 -0
  26. package/dist/models/support-interaction.d.ts.map +1 -0
  27. package/dist/models/support-plan.d.ts +92 -0
  28. package/dist/models/support-plan.d.ts.map +1 -0
  29. package/dist/models/support-policy.d.ts +84 -0
  30. package/dist/models/support-policy.d.ts.map +1 -0
  31. package/dist/models/support-service-target.d.ts +90 -0
  32. package/dist/models/support-service-target.d.ts.map +1 -0
  33. package/dist/models/support-settlement.d.ts +58 -0
  34. package/dist/models/support-settlement.d.ts.map +1 -0
  35. package/dist/models/support-specialist.d.ts +71 -0
  36. package/dist/models/support-specialist.d.ts.map +1 -0
  37. package/dist/models/support-work-link.d.ts +31 -0
  38. package/dist/models/support-work-link.d.ts.map +1 -0
  39. package/dist/permissions.d.ts +32 -0
  40. package/dist/permissions.d.ts.map +1 -0
  41. package/dist/services/coverage-calendar.d.ts +53 -0
  42. package/dist/services/coverage-calendar.d.ts.map +1 -0
  43. package/dist/services/human-handoff-service.d.ts +113 -0
  44. package/dist/services/human-handoff-service.d.ts.map +1 -0
  45. package/dist/services/index.d.ts +15 -0
  46. package/dist/services/index.d.ts.map +1 -0
  47. package/dist/services/keyed-mutex.d.ts +22 -0
  48. package/dist/services/keyed-mutex.d.ts.map +1 -0
  49. package/dist/services/service-target-engine.d.ts +133 -0
  50. package/dist/services/service-target-engine.d.ts.map +1 -0
  51. package/dist/services/service-time-entry-service.d.ts +73 -0
  52. package/dist/services/service-time-entry-service.d.ts.map +1 -0
  53. package/dist/services/support-ai-workflow.d.ts +178 -0
  54. package/dist/services/support-ai-workflow.d.ts.map +1 -0
  55. package/dist/services/support-case-service.d.ts +162 -0
  56. package/dist/services/support-case-service.d.ts.map +1 -0
  57. package/dist/services/support-intake-service.d.ts +106 -0
  58. package/dist/services/support-intake-service.d.ts.map +1 -0
  59. package/dist/services/support-plan-admin-service.d.ts +45 -0
  60. package/dist/services/support-plan-admin-service.d.ts.map +1 -0
  61. package/dist/services/support-routing-service.d.ts +117 -0
  62. package/dist/services/support-routing-service.d.ts.map +1 -0
  63. package/dist/services/time-entry-approval-service.d.ts +162 -0
  64. package/dist/services/time-entry-approval-service.d.ts.map +1 -0
  65. package/dist/smrt-knowledge.json +4242 -0
  66. package/dist/svelte/components/CaseDetail.svelte +277 -0
  67. package/dist/svelte/components/CaseDetail.svelte.d.ts +10 -0
  68. package/dist/svelte/components/CaseDetail.svelte.d.ts.map +1 -0
  69. package/dist/svelte/components/CaseQueue.svelte +148 -0
  70. package/dist/svelte/components/CaseQueue.svelte.d.ts +12 -0
  71. package/dist/svelte/components/CaseQueue.svelte.d.ts.map +1 -0
  72. package/dist/svelte/components/RoutingRationale.svelte +131 -0
  73. package/dist/svelte/components/RoutingRationale.svelte.d.ts +11 -0
  74. package/dist/svelte/components/RoutingRationale.svelte.d.ts.map +1 -0
  75. package/dist/svelte/components/TargetList.svelte +127 -0
  76. package/dist/svelte/components/TargetList.svelte.d.ts +9 -0
  77. package/dist/svelte/components/TargetList.svelte.d.ts.map +1 -0
  78. package/dist/svelte/components/TimeEntryApprovalQueue.svelte +226 -0
  79. package/dist/svelte/components/TimeEntryApprovalQueue.svelte.d.ts +11 -0
  80. package/dist/svelte/components/TimeEntryApprovalQueue.svelte.d.ts.map +1 -0
  81. package/dist/svelte/components/__tests__/CaseDetail.test.js +86 -0
  82. package/dist/svelte/components/__tests__/CaseQueue.test.js +67 -0
  83. package/dist/svelte/components/__tests__/RoutingRationale.test.js +69 -0
  84. package/dist/svelte/components/__tests__/TargetList.test.js +84 -0
  85. package/dist/svelte/components/__tests__/TimeEntryApprovalQueue.test.js +105 -0
  86. package/dist/svelte/index.d.ts +25 -0
  87. package/dist/svelte/index.d.ts.map +1 -0
  88. package/dist/svelte/index.js +18 -0
  89. package/dist/svelte/types.d.ts +129 -0
  90. package/dist/svelte/types.d.ts.map +1 -0
  91. package/dist/svelte/types.js +182 -0
  92. package/dist/types.d.ts +130 -0
  93. package/dist/types.d.ts.map +1 -0
  94. package/dist/types.js +109 -0
  95. package/dist/types.js.map +1 -0
  96. package/package.json +86 -0
package/dist/smrt-knowledge.json ADDED
@@ -0,0 +1,4242 @@
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+ {
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+ "schemaVersion": 1,
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+ "generatedAt": "2026-07-11T03:51:24.204Z",
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+ "packageName": "@happyvertical/smrt-support",
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+ "packageVersion": "0.39.2",
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+ "sourceManifestPath": "dist/manifest.json",
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+ "agentDocPath": "AGENTS.md",
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+ "sourceHashes": {
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+ "manifest": "515273cf483249e07fbda5dfef347f52ab61c626acf281948a87ae6baa2be13b",
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+ "packageJson": "730c7cf53a4f59546c4652526044a5e0076935f221a92e181ad0a81c710a6178",
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+ "agents": "7fa08df9e553d6f53e4c650e8fdcdffabfb8fb12ca7ce91a368955c85de24148"
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+ },
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+ "exports": [
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+ ".",
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+ "./manifest",
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+ "./manifest.json",
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+ "./svelte"
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+ ],
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+ "dependencies": {
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+ "@happyvertical/logger": "catalog:",
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+ "@happyvertical/smrt-chat": "workspace:*",
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+ "@happyvertical/smrt-core": "workspace:*",
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+ "@happyvertical/smrt-jobs": "workspace:*",
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+ "@happyvertical/smrt-messages": "workspace:*",
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+ "@happyvertical/smrt-tenancy": "workspace:*",
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+ "@happyvertical/smrt-ui": "workspace:*",
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+ "@happyvertical/smrt-users": "workspace:*",
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+ "@happyvertical/sql": "catalog:",
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+ "@happyvertical/smrt-vitest": "workspace:*",
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+ "@sveltejs/package": "^2.5.8",
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+ "@sveltejs/vite-plugin-svelte": "^7.1.2",
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+ "@types/node": "24.13.2",
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+ "svelte": "^5.56.4",
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+ "svelte-check": "^4.7.1",
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+ "typescript": "^5.9.3",
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+ "vite": "^8.1.3",
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+ "vitest": "^4.1.9"
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+ },
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+ "smrtDependencies": [
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+ "@happyvertical/smrt-chat",
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+ "@happyvertical/smrt-core",
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+ "@happyvertical/smrt-jobs",
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+ "@happyvertical/smrt-messages",
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+ "@happyvertical/smrt-tenancy",
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+ "@happyvertical/smrt-ui",
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+ "@happyvertical/smrt-users",
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+ "@happyvertical/smrt-vitest"
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+ ],
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+ "sdkDependencies": [
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+ "@happyvertical/logger",
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+ "@happyvertical/sql"
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+ ],
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+ "tags": [],
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+ "risks": [],
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+ "objects": [
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+ {
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+ "name": "ServiceTimeEntry",
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+ "qualifiedName": "@happyvertical/smrt-support:ServiceTimeEntry",
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+ "collection": "servicetimeentries",
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+ "tableName": "service_time_entries",
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+ "packageName": "@happyvertical/smrt-support",
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+ "extends": "SmrtObject",
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+ "fields": [
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+ {
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+ "name": "tenantId",
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+ "type": "text",
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+ "required": false,
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+ "columnType": "UUID"
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+ },
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+ {
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+ "name": "caseId",
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+ "type": "foreignKey",
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+ "required": false,
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+ "related": "SupportCase",
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+ "columnType": "UUID"
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+ },
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+ {
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+ "name": "workRefType",
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+ "type": "text",
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+ "required": false,
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+ "columnType": "TEXT"
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+ },
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+ {
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+ "name": "workRefId",
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+ "type": "text",
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+ "required": false,
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+ "columnType": "TEXT"
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+ },
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+ {
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+ "name": "specialistId",
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+ "type": "foreignKey",
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+ "required": false,
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+ "related": "SupportSpecialist",
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+ "columnType": "UUID"
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+ },
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+ {
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+ "name": "participantKind",
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+ "type": "text",
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+ "required": false,
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+ "columnType": "TEXT"
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+ },
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+ {
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+ "name": "participantProfileId",
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+ "type": "crossPackageRef",
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+ "required": false,
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+ "related": "@happyvertical/smrt-profiles:Profile",
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+ "columnType": "UUID"
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+ },
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+ {
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+ "name": "agentRef",
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+ "type": "text",
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+ "required": false,
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+ "columnType": "TEXT"
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+ },
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+ {
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+ "name": "source",
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+ "type": "text",
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+ "required": false,
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+ "columnType": "TEXT"
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+ },
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+ {
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+ "name": "description",
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+ "type": "text",
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+ "required": false,
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+ "columnType": "TEXT"
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+ },
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+ {
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+ "name": "startedAt",
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+ "type": "datetime",
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+ "required": false,
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+ "columnType": "TIMESTAMP"
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+ },
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+ {
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+ "name": "endedAt",
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+ "type": "datetime",
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+ "required": false,
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+ "columnType": "TIMESTAMP"
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+ },
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+ {
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+ "name": "durationSeconds",
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+ "type": "integer",
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+ "required": false,
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+ "columnType": "INTEGER"
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+ },
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+ {
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+ "name": "evidence",
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+ "type": "text",
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+ "required": false,
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+ "columnType": "TEXT"
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+ },
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+ {
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+ "name": "status",
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+ "type": "text",
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+ "required": false,
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+ "columnType": "TEXT"
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+ },
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+ {
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+ "name": "submittedAt",
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+ "type": "datetime",
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+ "required": false,
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+ "columnType": "TIMESTAMP"
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+ },
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+ {
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+ "name": "submittedByProfileId",
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+ "type": "crossPackageRef",
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+ "required": false,
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+ "related": "@happyvertical/smrt-profiles:Profile",
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+ "columnType": "UUID"
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+ },
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+ {
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+ "name": "approvedAt",
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+ "type": "datetime",
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+ "required": false,
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+ "columnType": "TIMESTAMP"
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+ },
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+ {
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+ "name": "approvedByProfileId",
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+ "type": "crossPackageRef",
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+ "required": false,
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+ "related": "@happyvertical/smrt-profiles:Profile",
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+ "columnType": "UUID"
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+ },
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+ {
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+ "name": "approvalPath",
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+ "type": "text",
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+ "required": false,
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+ "columnType": "TEXT"
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+ },
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+ {
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+ "name": "rejectedAt",
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+ "type": "datetime",
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+ "required": false,
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+ "columnType": "TIMESTAMP"
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+ },
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+ {
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+ "name": "rejectedByProfileId",
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+ "type": "crossPackageRef",
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+ "required": false,
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+ "related": "@happyvertical/smrt-profiles:Profile",
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+ "columnType": "UUID"
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+ },
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+ {
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+ "name": "rejectionReason",
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+ "type": "text",
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+ "required": false,
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+ "columnType": "TEXT"
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+ },
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+ {
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+ "name": "correctionOfId",
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+ "type": "foreignKey",
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+ "required": false,
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+ "related": "ServiceTimeEntry",
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+ "columnType": "UUID"
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+ },
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+ {
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+ "name": "metadata",
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+ "type": "text",
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+ "required": false,
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+ "columnType": "TEXT"
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+ }
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+ ],
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+ "relationships": [
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+ {
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+ "name": "caseId",
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+ "type": "foreignKey",
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+ "required": false,
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+ "related": "SupportCase",
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+ "columnType": "UUID"
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+ },
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+ {
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+ "name": "specialistId",
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+ "type": "foreignKey",
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+ "required": false,
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+ "related": "SupportSpecialist",
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+ "columnType": "UUID"
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+ },
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+ {
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+ "name": "participantProfileId",
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+ "type": "crossPackageRef",
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+ "required": false,
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+ "related": "@happyvertical/smrt-profiles:Profile",
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+ "columnType": "UUID"
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+ },
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+ {
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+ "name": "submittedByProfileId",
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+ "type": "crossPackageRef",
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+ "required": false,
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+ "related": "@happyvertical/smrt-profiles:Profile",
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+ "columnType": "UUID"
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+ },
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+ {
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+ "name": "approvedByProfileId",
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+ "type": "crossPackageRef",
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+ "required": false,
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+ "related": "@happyvertical/smrt-profiles:Profile",
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+ "columnType": "UUID"
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+ },
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+ {
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+ "name": "rejectedByProfileId",
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+ "type": "crossPackageRef",
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+ "required": false,
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+ "related": "@happyvertical/smrt-profiles:Profile",
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+ "columnType": "UUID"
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+ },
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+ {
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+ "name": "correctionOfId",
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+ "type": "foreignKey",
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+ "required": false,
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+ "related": "ServiceTimeEntry",
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+ "columnType": "UUID"
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+ }
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+ ],
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+ "methods": [
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+ "durationHours",
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+ "getEvidence",
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+ "getMetadata",
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+ "initialize",
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+ "save",
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+ "setEvidence",
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+ "setMetadata"
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+ ],
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+ "surfaces": [
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+ {
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+ "kind": "api",
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+ "name": "servicetimeentries.list",
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+ "operation": "list",
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+ "objectName": "@happyvertical/smrt-support:ServiceTimeEntry",
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+ "path": "/servicetimeentries",
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+ "method": "GET"
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+ },
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+ {
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+ "kind": "api",
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+ "name": "servicetimeentries.get",
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+ "operation": "get",
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+ "objectName": "@happyvertical/smrt-support:ServiceTimeEntry",
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+ "path": "/servicetimeentries/[id]",
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+ "method": "GET"
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+ },
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+ {
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+ "kind": "cli",
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+ "name": "servicetimeentry_list",
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+ "operation": "list",
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+ "objectName": "@happyvertical/smrt-support:ServiceTimeEntry"
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+ },
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+ {
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+ "kind": "cli",
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+ "name": "servicetimeentry_get",
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+ "operation": "get",
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+ "objectName": "@happyvertical/smrt-support:ServiceTimeEntry"
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+ },
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+ {
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+ "kind": "mcp",
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+ "name": "servicetimeentry_list",
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+ "operation": "list",
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+ "objectName": "@happyvertical/smrt-support:ServiceTimeEntry"
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+ },
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+ {
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+ "kind": "mcp",
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+ "name": "servicetimeentry_get",
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+ "operation": "get",
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+ "objectName": "@happyvertical/smrt-support:ServiceTimeEntry"
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+ }
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+ ],
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+ "relationshipFeatures": [
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+ "crossPackageRef",
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+ "foreignKey",
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+ "uuidColumns"
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+ ],
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+ "tags": [],
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+ "risks": []
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+ },
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+ {
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+ "name": "ServiceTimeEntryCollection",
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+ "qualifiedName": "@happyvertical/smrt-support:ServiceTimeEntryCollection",
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+ "collection": "servicetimeentries",
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+ "tableName": "service_time_entries",
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+ "packageName": "@happyvertical/smrt-support",
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+ "extends": "SmrtCollection",
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+ "fields": [],
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+ "relationships": [],
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+ "methods": [
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+ "forCase",
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+ "forSpecialist",
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+ "pendingApproval"
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+ ],
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+ "surfaces": [],
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+ "relationshipFeatures": [
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+ "uuidColumns"
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+ ],
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+ "tags": [],
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+ "risks": []
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+ },
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+ {
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+ "name": "SupportAiRun",
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+ "qualifiedName": "@happyvertical/smrt-support:SupportAiRun",
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+ "collection": "supportairuns",
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+ "tableName": "support_ai_runs",
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+ "packageName": "@happyvertical/smrt-support",
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+ "extends": "SmrtObject",
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+ "fields": [
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+ {
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+ "name": "tenantId",
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+ "type": "text",
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+ "required": false,
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+ "columnType": "UUID"
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+ },
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+ {
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+ "name": "caseId",
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+ "type": "foreignKey",
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+ "required": true,
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+ "related": "SupportCase",
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+ "columnType": "UUID"
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+ },
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+ {
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+ "name": "interactionId",
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+ "type": "foreignKey",
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+ "required": false,
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+ "related": "SupportInteraction",
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+ "columnType": "UUID"
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+ },
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+ {
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+ "name": "phase",
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+ "type": "text",
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+ "required": false,
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+ "columnType": "TEXT"
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+ },
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+ {
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+ "name": "outcome",
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+ "type": "text",
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+ "required": false,
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+ "columnType": "TEXT"
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+ },
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+ {
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+ "name": "confidence",
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+ "type": "decimal",
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+ "required": false,
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+ "columnType": "REAL"
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+ },
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+ {
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+ "name": "classification",
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+ "type": "text",
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+ "required": false,
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+ "columnType": "TEXT"
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+ },
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+ {
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+ "name": "responseInteractionId",
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+ "type": "foreignKey",
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+ "required": false,
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+ "related": "SupportInteraction",
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+ "columnType": "UUID"
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+ },
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+ {
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+ "name": "knowledgeRefs",
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+ "type": "text",
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+ "required": false,
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+ "columnType": "TEXT"
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+ },
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+ {
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+ "name": "toolCalls",
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+ "type": "text",
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+ "required": false,
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+ "columnType": "TEXT"
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+ },
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+ {
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+ "name": "error",
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+ "type": "text",
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+ "required": false,
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+ "columnType": "TEXT"
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+ },
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+ {
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+ "name": "correlationId",
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+ "type": "text",
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+ "required": false,
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+ "columnType": "TEXT"
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+ },
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+ {
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+ "name": "model",
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+ "type": "text",
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+ "required": false,
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+ "columnType": "TEXT"
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+ },
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+ {
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+ "name": "startedAt",
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+ "type": "datetime",
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+ "required": false,
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+ "columnType": "TIMESTAMP"
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+ },
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+ {
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+ "name": "completedAt",
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+ "type": "datetime",
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+ "required": false,
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+ "columnType": "TIMESTAMP"
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+ },
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+ {
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+ "name": "metadata",
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+ "type": "text",
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+ "required": false,
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+ "columnType": "TEXT"
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+ }
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+ ],
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+ "relationships": [
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+ {
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+ "name": "caseId",
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+ "type": "foreignKey",
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+ "required": true,
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+ "related": "SupportCase",
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+ "columnType": "UUID"
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+ },
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+ {
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+ "name": "interactionId",
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+ "type": "foreignKey",
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+ "required": false,
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+ "related": "SupportInteraction",
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+ "columnType": "UUID"
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+ },
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+ {
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+ "name": "supportinteraction_list",
3726
+ "operation": "list",
3727
+ "objectName": "@happyvertical/smrt-support:SupportInteraction"
3728
+ },
3729
+ {
3730
+ "kind": "mcp",
3731
+ "name": "supportinteraction_get",
3732
+ "operation": "get",
3733
+ "objectName": "@happyvertical/smrt-support:SupportInteraction"
3734
+ },
3735
+ {
3736
+ "kind": "api",
3737
+ "name": "supportplans.list",
3738
+ "operation": "list",
3739
+ "objectName": "@happyvertical/smrt-support:SupportPlan",
3740
+ "path": "/supportplans",
3741
+ "method": "GET"
3742
+ },
3743
+ {
3744
+ "kind": "api",
3745
+ "name": "supportplans.get",
3746
+ "operation": "get",
3747
+ "objectName": "@happyvertical/smrt-support:SupportPlan",
3748
+ "path": "/supportplans/[id]",
3749
+ "method": "GET"
3750
+ },
3751
+ {
3752
+ "kind": "cli",
3753
+ "name": "supportplan_list",
3754
+ "operation": "list",
3755
+ "objectName": "@happyvertical/smrt-support:SupportPlan"
3756
+ },
3757
+ {
3758
+ "kind": "cli",
3759
+ "name": "supportplan_get",
3760
+ "operation": "get",
3761
+ "objectName": "@happyvertical/smrt-support:SupportPlan"
3762
+ },
3763
+ {
3764
+ "kind": "mcp",
3765
+ "name": "supportplan_list",
3766
+ "operation": "list",
3767
+ "objectName": "@happyvertical/smrt-support:SupportPlan"
3768
+ },
3769
+ {
3770
+ "kind": "mcp",
3771
+ "name": "supportplan_get",
3772
+ "operation": "get",
3773
+ "objectName": "@happyvertical/smrt-support:SupportPlan"
3774
+ },
3775
+ {
3776
+ "kind": "api",
3777
+ "name": "supportpolicies.list",
3778
+ "operation": "list",
3779
+ "objectName": "@happyvertical/smrt-support:SupportPolicy",
3780
+ "path": "/supportpolicies",
3781
+ "method": "GET"
3782
+ },
3783
+ {
3784
+ "kind": "api",
3785
+ "name": "supportpolicies.get",
3786
+ "operation": "get",
3787
+ "objectName": "@happyvertical/smrt-support:SupportPolicy",
3788
+ "path": "/supportpolicies/[id]",
3789
+ "method": "GET"
3790
+ },
3791
+ {
3792
+ "kind": "api",
3793
+ "name": "supportpolicies.create",
3794
+ "operation": "create",
3795
+ "objectName": "@happyvertical/smrt-support:SupportPolicy",
3796
+ "path": "/supportpolicies",
3797
+ "method": "POST"
3798
+ },
3799
+ {
3800
+ "kind": "api",
3801
+ "name": "supportpolicies.update",
3802
+ "operation": "update",
3803
+ "objectName": "@happyvertical/smrt-support:SupportPolicy",
3804
+ "path": "/supportpolicies/[id]",
3805
+ "method": "PATCH"
3806
+ },
3807
+ {
3808
+ "kind": "api",
3809
+ "name": "supportpolicies.delete",
3810
+ "operation": "delete",
3811
+ "objectName": "@happyvertical/smrt-support:SupportPolicy",
3812
+ "path": "/supportpolicies/[id]",
3813
+ "method": "DELETE"
3814
+ },
3815
+ {
3816
+ "kind": "cli",
3817
+ "name": "supportpolicy_list",
3818
+ "operation": "list",
3819
+ "objectName": "@happyvertical/smrt-support:SupportPolicy"
3820
+ },
3821
+ {
3822
+ "kind": "cli",
3823
+ "name": "supportpolicy_get",
3824
+ "operation": "get",
3825
+ "objectName": "@happyvertical/smrt-support:SupportPolicy"
3826
+ },
3827
+ {
3828
+ "kind": "mcp",
3829
+ "name": "supportpolicy_list",
3830
+ "operation": "list",
3831
+ "objectName": "@happyvertical/smrt-support:SupportPolicy"
3832
+ },
3833
+ {
3834
+ "kind": "mcp",
3835
+ "name": "supportpolicy_get",
3836
+ "operation": "get",
3837
+ "objectName": "@happyvertical/smrt-support:SupportPolicy"
3838
+ },
3839
+ {
3840
+ "kind": "api",
3841
+ "name": "supportservicetargets.list",
3842
+ "operation": "list",
3843
+ "objectName": "@happyvertical/smrt-support:SupportServiceTarget",
3844
+ "path": "/supportservicetargets",
3845
+ "method": "GET"
3846
+ },
3847
+ {
3848
+ "kind": "api",
3849
+ "name": "supportservicetargets.get",
3850
+ "operation": "get",
3851
+ "objectName": "@happyvertical/smrt-support:SupportServiceTarget",
3852
+ "path": "/supportservicetargets/[id]",
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+ "method": "GET"
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+ },
3855
+ {
3856
+ "kind": "cli",
3857
+ "name": "supportservicetarget_list",
3858
+ "operation": "list",
3859
+ "objectName": "@happyvertical/smrt-support:SupportServiceTarget"
3860
+ },
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+ {
3862
+ "kind": "cli",
3863
+ "name": "supportservicetarget_get",
3864
+ "operation": "get",
3865
+ "objectName": "@happyvertical/smrt-support:SupportServiceTarget"
3866
+ },
3867
+ {
3868
+ "kind": "mcp",
3869
+ "name": "supportservicetarget_list",
3870
+ "operation": "list",
3871
+ "objectName": "@happyvertical/smrt-support:SupportServiceTarget"
3872
+ },
3873
+ {
3874
+ "kind": "mcp",
3875
+ "name": "supportservicetarget_get",
3876
+ "operation": "get",
3877
+ "objectName": "@happyvertical/smrt-support:SupportServiceTarget"
3878
+ },
3879
+ {
3880
+ "kind": "api",
3881
+ "name": "supportescalations.list",
3882
+ "operation": "list",
3883
+ "objectName": "@happyvertical/smrt-support:SupportEscalation",
3884
+ "path": "/supportescalations",
3885
+ "method": "GET"
3886
+ },
3887
+ {
3888
+ "kind": "api",
3889
+ "name": "supportescalations.get",
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+ "operation": "get",
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+ "objectName": "@happyvertical/smrt-support:SupportEscalation",
3892
+ "path": "/supportescalations/[id]",
3893
+ "method": "GET"
3894
+ },
3895
+ {
3896
+ "kind": "cli",
3897
+ "name": "supportescalation_list",
3898
+ "operation": "list",
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+ "objectName": "@happyvertical/smrt-support:SupportEscalation"
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+ },
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+ {
3902
+ "kind": "cli",
3903
+ "name": "supportescalation_get",
3904
+ "operation": "get",
3905
+ "objectName": "@happyvertical/smrt-support:SupportEscalation"
3906
+ },
3907
+ {
3908
+ "kind": "mcp",
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+ "name": "supportescalation_list",
3910
+ "operation": "list",
3911
+ "objectName": "@happyvertical/smrt-support:SupportEscalation"
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+ },
3913
+ {
3914
+ "kind": "mcp",
3915
+ "name": "supportescalation_get",
3916
+ "operation": "get",
3917
+ "objectName": "@happyvertical/smrt-support:SupportEscalation"
3918
+ },
3919
+ {
3920
+ "kind": "api",
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+ "name": "supportcharges.list",
3922
+ "operation": "list",
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+ "objectName": "@happyvertical/smrt-support:SupportCharge",
3924
+ "path": "/supportcharges",
3925
+ "method": "GET"
3926
+ },
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+ {
3928
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3929
+ "name": "supportcharges.get",
3930
+ "operation": "get",
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+ "objectName": "@happyvertical/smrt-support:SupportCharge",
3932
+ "path": "/supportcharges/[id]",
3933
+ "method": "GET"
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+ },
3935
+ {
3936
+ "kind": "cli",
3937
+ "name": "supportcharge_list",
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+ "operation": "list",
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+ "objectName": "@happyvertical/smrt-support:SupportCharge"
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+ },
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+ {
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+ "name": "supportcharge_get",
3944
+ "operation": "get",
3945
+ "objectName": "@happyvertical/smrt-support:SupportCharge"
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+ },
3947
+ {
3948
+ "kind": "mcp",
3949
+ "name": "supportcharge_list",
3950
+ "operation": "list",
3951
+ "objectName": "@happyvertical/smrt-support:SupportCharge"
3952
+ },
3953
+ {
3954
+ "kind": "mcp",
3955
+ "name": "supportcharge_get",
3956
+ "operation": "get",
3957
+ "objectName": "@happyvertical/smrt-support:SupportCharge"
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+ },
3959
+ {
3960
+ "kind": "api",
3961
+ "name": "supportcompensations.list",
3962
+ "operation": "list",
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+ "objectName": "@happyvertical/smrt-support:SupportCompensation",
3964
+ "path": "/supportcompensations",
3965
+ "method": "GET"
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+ },
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3968
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+ "name": "supportcompensations.get",
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+ "operation": "get",
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+ "objectName": "@happyvertical/smrt-support:SupportCompensation",
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+ "path": "/supportcompensations/[id]",
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+ "method": "GET"
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+ },
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+ {
3976
+ "kind": "cli",
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+ "name": "supportcompensation_list",
3978
+ "operation": "list",
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+ "objectName": "@happyvertical/smrt-support:SupportCompensation"
3980
+ },
3981
+ {
3982
+ "kind": "cli",
3983
+ "name": "supportcompensation_get",
3984
+ "operation": "get",
3985
+ "objectName": "@happyvertical/smrt-support:SupportCompensation"
3986
+ },
3987
+ {
3988
+ "kind": "mcp",
3989
+ "name": "supportcompensation_list",
3990
+ "operation": "list",
3991
+ "objectName": "@happyvertical/smrt-support:SupportCompensation"
3992
+ },
3993
+ {
3994
+ "kind": "mcp",
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+ "name": "supportcompensation_get",
3996
+ "operation": "get",
3997
+ "objectName": "@happyvertical/smrt-support:SupportCompensation"
3998
+ },
3999
+ {
4000
+ "kind": "api",
4001
+ "name": "supportspecialists.list",
4002
+ "operation": "list",
4003
+ "objectName": "@happyvertical/smrt-support:SupportSpecialist",
4004
+ "path": "/supportspecialists",
4005
+ "method": "GET"
4006
+ },
4007
+ {
4008
+ "kind": "api",
4009
+ "name": "supportspecialists.get",
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+ "operation": "get",
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+ "objectName": "@happyvertical/smrt-support:SupportSpecialist",
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+ "path": "/supportspecialists/[id]",
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+ "method": "GET"
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+ },
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+ {
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+ "kind": "api",
4017
+ "name": "supportspecialists.create",
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+ "operation": "create",
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+ "objectName": "@happyvertical/smrt-support:SupportSpecialist",
4020
+ "path": "/supportspecialists",
4021
+ "method": "POST"
4022
+ },
4023
+ {
4024
+ "kind": "api",
4025
+ "name": "supportspecialists.update",
4026
+ "operation": "update",
4027
+ "objectName": "@happyvertical/smrt-support:SupportSpecialist",
4028
+ "path": "/supportspecialists/[id]",
4029
+ "method": "PATCH"
4030
+ },
4031
+ {
4032
+ "kind": "api",
4033
+ "name": "supportspecialists.delete",
4034
+ "operation": "delete",
4035
+ "objectName": "@happyvertical/smrt-support:SupportSpecialist",
4036
+ "path": "/supportspecialists/[id]",
4037
+ "method": "DELETE"
4038
+ },
4039
+ {
4040
+ "kind": "cli",
4041
+ "name": "supportspecialist_list",
4042
+ "operation": "list",
4043
+ "objectName": "@happyvertical/smrt-support:SupportSpecialist"
4044
+ },
4045
+ {
4046
+ "kind": "cli",
4047
+ "name": "supportspecialist_get",
4048
+ "operation": "get",
4049
+ "objectName": "@happyvertical/smrt-support:SupportSpecialist"
4050
+ },
4051
+ {
4052
+ "kind": "mcp",
4053
+ "name": "supportspecialist_list",
4054
+ "operation": "list",
4055
+ "objectName": "@happyvertical/smrt-support:SupportSpecialist"
4056
+ },
4057
+ {
4058
+ "kind": "mcp",
4059
+ "name": "supportspecialist_get",
4060
+ "operation": "get",
4061
+ "objectName": "@happyvertical/smrt-support:SupportSpecialist"
4062
+ },
4063
+ {
4064
+ "kind": "api",
4065
+ "name": "supportqualifications.list",
4066
+ "operation": "list",
4067
+ "objectName": "@happyvertical/smrt-support:SupportQualification",
4068
+ "path": "/supportqualifications",
4069
+ "method": "GET"
4070
+ },
4071
+ {
4072
+ "kind": "api",
4073
+ "name": "supportqualifications.get",
4074
+ "operation": "get",
4075
+ "objectName": "@happyvertical/smrt-support:SupportQualification",
4076
+ "path": "/supportqualifications/[id]",
4077
+ "method": "GET"
4078
+ },
4079
+ {
4080
+ "kind": "api",
4081
+ "name": "supportqualifications.create",
4082
+ "operation": "create",
4083
+ "objectName": "@happyvertical/smrt-support:SupportQualification",
4084
+ "path": "/supportqualifications",
4085
+ "method": "POST"
4086
+ },
4087
+ {
4088
+ "kind": "api",
4089
+ "name": "supportqualifications.update",
4090
+ "operation": "update",
4091
+ "objectName": "@happyvertical/smrt-support:SupportQualification",
4092
+ "path": "/supportqualifications/[id]",
4093
+ "method": "PATCH"
4094
+ },
4095
+ {
4096
+ "kind": "api",
4097
+ "name": "supportqualifications.delete",
4098
+ "operation": "delete",
4099
+ "objectName": "@happyvertical/smrt-support:SupportQualification",
4100
+ "path": "/supportqualifications/[id]",
4101
+ "method": "DELETE"
4102
+ },
4103
+ {
4104
+ "kind": "cli",
4105
+ "name": "supportqualification_list",
4106
+ "operation": "list",
4107
+ "objectName": "@happyvertical/smrt-support:SupportQualification"
4108
+ },
4109
+ {
4110
+ "kind": "cli",
4111
+ "name": "supportqualification_get",
4112
+ "operation": "get",
4113
+ "objectName": "@happyvertical/smrt-support:SupportQualification"
4114
+ },
4115
+ {
4116
+ "kind": "mcp",
4117
+ "name": "supportqualification_list",
4118
+ "operation": "list",
4119
+ "objectName": "@happyvertical/smrt-support:SupportQualification"
4120
+ },
4121
+ {
4122
+ "kind": "mcp",
4123
+ "name": "supportqualification_get",
4124
+ "operation": "get",
4125
+ "objectName": "@happyvertical/smrt-support:SupportQualification"
4126
+ },
4127
+ {
4128
+ "kind": "api",
4129
+ "name": "supportavailabilities.list",
4130
+ "operation": "list",
4131
+ "objectName": "@happyvertical/smrt-support:SupportAvailability",
4132
+ "path": "/supportavailabilities",
4133
+ "method": "GET"
4134
+ },
4135
+ {
4136
+ "kind": "api",
4137
+ "name": "supportavailabilities.get",
4138
+ "operation": "get",
4139
+ "objectName": "@happyvertical/smrt-support:SupportAvailability",
4140
+ "path": "/supportavailabilities/[id]",
4141
+ "method": "GET"
4142
+ },
4143
+ {
4144
+ "kind": "api",
4145
+ "name": "supportavailabilities.create",
4146
+ "operation": "create",
4147
+ "objectName": "@happyvertical/smrt-support:SupportAvailability",
4148
+ "path": "/supportavailabilities",
4149
+ "method": "POST"
4150
+ },
4151
+ {
4152
+ "kind": "api",
4153
+ "name": "supportavailabilities.update",
4154
+ "operation": "update",
4155
+ "objectName": "@happyvertical/smrt-support:SupportAvailability",
4156
+ "path": "/supportavailabilities/[id]",
4157
+ "method": "PATCH"
4158
+ },
4159
+ {
4160
+ "kind": "api",
4161
+ "name": "supportavailabilities.delete",
4162
+ "operation": "delete",
4163
+ "objectName": "@happyvertical/smrt-support:SupportAvailability",
4164
+ "path": "/supportavailabilities/[id]",
4165
+ "method": "DELETE"
4166
+ },
4167
+ {
4168
+ "kind": "cli",
4169
+ "name": "supportavailability_list",
4170
+ "operation": "list",
4171
+ "objectName": "@happyvertical/smrt-support:SupportAvailability"
4172
+ },
4173
+ {
4174
+ "kind": "cli",
4175
+ "name": "supportavailability_get",
4176
+ "operation": "get",
4177
+ "objectName": "@happyvertical/smrt-support:SupportAvailability"
4178
+ },
4179
+ {
4180
+ "kind": "mcp",
4181
+ "name": "supportavailability_list",
4182
+ "operation": "list",
4183
+ "objectName": "@happyvertical/smrt-support:SupportAvailability"
4184
+ },
4185
+ {
4186
+ "kind": "mcp",
4187
+ "name": "supportavailability_get",
4188
+ "operation": "get",
4189
+ "objectName": "@happyvertical/smrt-support:SupportAvailability"
4190
+ },
4191
+ {
4192
+ "kind": "api",
4193
+ "name": "supportworklinks.list",
4194
+ "operation": "list",
4195
+ "objectName": "@happyvertical/smrt-support:SupportWorkLink",
4196
+ "path": "/supportworklinks",
4197
+ "method": "GET"
4198
+ },
4199
+ {
4200
+ "kind": "api",
4201
+ "name": "supportworklinks.get",
4202
+ "operation": "get",
4203
+ "objectName": "@happyvertical/smrt-support:SupportWorkLink",
4204
+ "path": "/supportworklinks/[id]",
4205
+ "method": "GET"
4206
+ },
4207
+ {
4208
+ "kind": "cli",
4209
+ "name": "supportworklink_list",
4210
+ "operation": "list",
4211
+ "objectName": "@happyvertical/smrt-support:SupportWorkLink"
4212
+ },
4213
+ {
4214
+ "kind": "cli",
4215
+ "name": "supportworklink_get",
4216
+ "operation": "get",
4217
+ "objectName": "@happyvertical/smrt-support:SupportWorkLink"
4218
+ },
4219
+ {
4220
+ "kind": "mcp",
4221
+ "name": "supportworklink_list",
4222
+ "operation": "list",
4223
+ "objectName": "@happyvertical/smrt-support:SupportWorkLink"
4224
+ },
4225
+ {
4226
+ "kind": "mcp",
4227
+ "name": "supportworklink_get",
4228
+ "operation": "get",
4229
+ "objectName": "@happyvertical/smrt-support:SupportWorkLink"
4230
+ }
4231
+ ],
4232
+ "prompts": [],
4233
+ "relationshipsV2": {
4234
+ "foreignKeyFields": 29,
4235
+ "crossPackageRefFields": 12,
4236
+ "junctionCollections": 0,
4237
+ "hierarchicalObjects": 0,
4238
+ "polymorphicAssociations": 0,
4239
+ "uuidColumns": 92
4240
+ },
4241
+ "agentDoc": "# @happyvertical/smrt-support\n\nAI-first Support Cases for the SMRT framework (epic #1934). Every inbound\nsupport interaction — chat message or email — creates or joins one canonical,\ntenant-scoped **Support Case**; channels stay transports, never separate\nsystems of record. The package owns the case lifecycle, channel intake, the\nAutomated Support Response workflow with lossless **Human Handoff**,\nProject-qualified routing, **Service Target** clocks with timed escalation,\nand auditable **Service Time Entries** whose client charges and provider\ncompensation stay separate.\n\n**Boundary (FR-29a):** Support owns tickets, interactions, routing, and\nservice targets. Delivery Operations owns repository work — a **Delivery\nHandoff** links a case to a Development Work Item (e.g.\n`@happyvertical/smrt-projects:Issue`) via a `SupportWorkLink` without ever\ndriving its execution; the delivery side reports status echoes back.\n\n## Models\n\nCase-side models are **internal**: generated API/CLI/MCP surfaces are\nread-only (`list`/`get`) and every write goes through the service facades\n(the `smrt-chat` `ChatService` idiom). Operational configuration models\n(bindings, policies, specialists, qualifications, availability) expose full\ngenerated CRUD; **commercial terms** (`SupportPlan`,\n`SupportCompensationPlan`) are read-only too — their writes flow through the\n`support.manage-plans`-gated `SupportPlanAdminService`.\n\n### Case core (#1926)\n\n- **SupportCase** (`support_cases`) — canonical ticket: `caseNumber`,\n `subject`, `status` (`new → triaged → assigned → in_progress →\n waiting_on_client|escalated → resolved → closed`, guarded at save time via\n the WeakMap + authoritative-DB-read idiom from S5 #1390), `priority`,\n `severity` (plan-defined key), `category`, `sensitive`, `channelKind`,\n `clientProfileId`/`openedByProfileId` (crossPackageRef → Profile),\n `projectId` (app-defined string — deliberately not an FK), `bindingId`,\n `threadKey` (create-or-join dedup key), `planId` + `planSnapshot` (terms\n frozen at apply time), assignment fields, response stamps\n (`acknowledgedAt`, `firstRespondedAt`), `humanRequestedAt`, resolution\n fields, `reopenCount`/`lastReopenedAt`, `aiEnabled`.\n- **SupportInteraction** (`support_interactions`,\n `conflictColumns: ['source_key']`) — channel-neutral transport record:\n `direction` (`inbound`/`outbound`/`internal`), `channelKind`, `actorKind`\n (`client`/`specialist`/`agent`/`system`), denormalized `body`, and the\n qualified `sourceType`/`sourceId` + globally unique `sourceKey`\n (`chat:<messageId>`, `email:<emailId>`, `manual:<uuid>`) that makes\n re-ingestion idempotent.\n- **SupportCaseEvent** (`support_case_events`) — append-only audit trail\n (transitions, assignments, AI runs, handoffs, escalations, target state,\n work links, reopens). Together with interactions this is the complete\n context a Human Handoff transfers.\n- **SupportChannelBinding** (`support_channel_bindings`,\n `conflictColumns: ['target_type','target_id']`) — marks a container as a\n support intake channel: `bindingKind` (`chat_room`/`email_account`),\n qualified `targetType` + `targetId`, default client/project/plan,\n `selfAddresses` (email direction heuristic). Unbound containers are never\n touched.\n- **SupportWorkLink** (`support_work_links`) — Support/Development Work Item\n links with a read-only `status` echo.\n\n### AI workflow (#1928)\n\n- **SupportPolicy** (`support_policies`) — what the AI may do without a\n human: `autoAcknowledge`/`autoClassify`/`autoAnswer` (on by default),\n `autoTroubleshoot`/`autoResolve` (off by default),\n `autoResolveMaxSeverity`, `confidenceThreshold`, `maxAutoAttempts`,\n `sensitiveCategories`, `allowedTools`, `autoSendEmailReplies` (off —\n email replies are drafted, not sent). Resolution is most-specific-wins on\n `(planId, projectId)`; no row → `DEFAULT_SUPPORT_POLICY` (conservative).\n- **SupportAiRun** (`support_ai_runs`) — append-only audit of each phase\n (`acknowledge`/`classify`/`answer`/`troubleshoot`/`resolve`) with\n `confidence`, classification output, knowledge refs, tool calls, outcome\n (`completed`/`skipped`/`failed`/`handed_off`), and `correlationId`.\n\n### Routing, targets, escalation (#1929)\n\n- **SupportSpecialist** (`support_specialists`) — specialist role record on a\n Profile (the commerce `Customer` role-record idiom): `languages`,\n `timezone`, `maxConcurrentCases`, `onCallPriority`, status.\n- **SupportQualification** (`support_qualifications`) — effective-dated\n Project Support Qualification (`trainee`/`qualified`/`expert`).\n- **SupportAvailability** (`support_availability_windows`) — weekly windows\n plus `on_call`/`time_off` spans.\n- **SupportPlan** (`support_plans`, `conflictColumns:\n ['tenant_id','plan_key']`) — the Managed Support Plan: coverage calendar +\n holidays + timezone, channels, severity definitions, per-severity\n acknowledgement/response/update/resolution target minutes, `pauseStatuses`\n (clocks pause only when the plan says so), escalation policy steps,\n availability fee, `includedMinutes`, `overageHourlyRate`,\n `onCallHourlyRate`, time-approval policy, optional\n `subscriptionPlanKey` binding (string, not a dependency).\n `snapshotTerms()` feeds `SupportCase.planSnapshot`.\n- **SupportServiceTarget** (`support_service_targets`,\n `conflictColumns: ['case_id','target_type','cycle']`) — one clock per\n target type (update clocks recur via `cycle`), with pause accounting and\n `escalationJobId` (the one-shot `_smrt_jobs` row scheduled at `dueAt`,\n cancelled on satisfy).\n- **SupportEscalation** (`support_escalations`) — the audit record of one\n escalation firing.\n- **SupportCompensationPlan** (`support_compensation_plans`) —\n effective-dated Support Specialist earning terms; specialist-specific plan\n wins over the tenant default at the work instant. Deliberately separate\n from `SupportPlan` (client pricing) so margin stays measurable.\n\n### Service time (#1930)\n\n- **ServiceTimeEntry** (`service_time_entries`) — auditable Professional\n Service duration: work-context-generic (`caseId` and/or polymorphic\n `workRefType`/`workRefId`), delivering Participant (`participantKind`\n `human`/`agent` + `participantProfileId`/`agentRef`), `source`\n (`timer`/`manual`/`import`/`agent` — one shared validation/audit\n contract), evidence JSON, and lifecycle `draft → submitted →\n approved|rejected`, `approved → corrected` only. **Approved entries are\n immutable**: the work-defining fields are frozen at save time (the\n `LicenseSale` WeakMap-freeze idiom, backed by an authoritative DB-row\n comparison); disputes create explicit corrections via `correctionOfId`.\n- **SupportCharge** / **SupportCompensation** (`support_charges` /\n `support_compensations`, one per time entry) — derived commercial\n snapshots: client amount from the Managed Support Plan (included-time\n consumption then metered overage) vs provider amount from the Support\n Compensation Plan, each with a frozen `rateSnapshot`. Margin = charge −\n compensation, computed by readers; settlement/invoicing composes at the\n app/accounting boundary (#1925) and is out of scope here.\n\n## Services\n\n- **SupportCaseService** — the closed write facade: `openCase`,\n `recordInteraction` (idempotent on `sourceKey`; stamps\n `acknowledgedAt`/`firstRespondedAt`; inbound un-parks\n `waiting_on_client`), `transition`, `assign`, `resolve`, `close`,\n `reopen` (preserves prior resolution in the reopen event), `requestHuman`,\n `linkWork`/`recordWorkStatus` (Delivery Handoff), `recordEvent`,\n `getTimeline` (merged interactions + events).\n- **SupportIntakeService** — create-or-join intake for both channels:\n `ingestChatMessage` (bound `ChatRoom`; `chat:<roomId>[:<threadId>]` thread\n keys; only `role: 'user'` messages), `ingestEmail` (bound `EmailAccount`;\n RFC-thread joins via `inReplyTo`; `selfAddresses` skip; unresolved senders\n park the case with `metadata.unresolvedClient`), plus\n `registerSupportIntake()` — an opt-in `GlobalInterceptors.afterSave`\n observer keyed on the `ChatMessage`/`Email` class names that never throws\n into the source package's save path. Join semantics: open case → join;\n resolved → reopen; closed → new case.\n- **SupportAiWorkflow** — the Automated Support Response (FR-28a):\n `processIntake`/`processCase` run acknowledge → classify → answer →\n resolve under the resolved `SupportPolicy` (conservative defaults), each\n phase writing a `SupportAiRun` + `ai_run` case event. AI calls go through\n the injected `SupportAiBoundary` (default uses `supportCase.do()` with\n defensive JSON parsing that fails toward the human); knowledge comes from\n the pluggable `SupportKnowledgeProvider` (default no-op). Classification\n never overwrites human triage; email answers are drafted\n (`metadata.draft`) unless the policy allows sending. Handoff triggers —\n `client_request`, `low_confidence`, `high_severity`, `sensitive`,\n `failed_resolution`, `policy` (attempt budget) — are always active.\n- **HumanHandoffService** — the lossless Human Handoff (FR-28b):\n `handoff` assembles the full context package (case state + compact\n timeline + AI runs) into the `handoff` event, stamps\n `metadata.activeHandoff` for the no-repeat guarantee (repeat triggers are\n deduped events), routes through the injected `assignSpecialist` seam\n (#1929's routing service plugs in; default queues `new` cases to\n `triaged`), and `releaseHandoff` clears the flag.\n- **ServiceTargetEngine** — Service Target clocks (FR-30/31):\n `startTargetsForCase` derives per-severity clocks from the case's\n `planSnapshot` (live plan fallback) with due times computed in covered\n time (`coverage-calendar.ts`: timezone-aware weekly windows + holidays;\n empty coverage = 24×7) and schedules one-shot `_smrt_jobs` escalation jobs\n at `dueAt`; `onInteractionRecorded` satisfies acknowledgement/response and\n recurs `update` cycles; `onCaseTransition` pauses/resumes clocks only when\n the plan's `pauseStatuses` say so (recomputing remaining covered minutes)\n and settles targets on resolve. Breach → `SupportServiceTarget.\n checkAndEscalate` (background-eligible, at-least-once-safe) marks the\n breach and escalates through the plan's policy steps (notify/reassign,\n delayed follow-up levels), transitioning the case to `escalated`.\n- **SupportPlanAdminService** — the permission-gated write surface for\n commercial terms: create/update/archive for Managed Support Plans and\n Support Compensation Plans, every act behind `support.manage-plans` with\n cross-tenant writes refused (generated CRUD on both models is read-only).\n- **SupportRoutingService** — explainable ranked routing (FR-30):\n `rankSpecialists` hard-filters on active status, effective Project\n Support Qualification, workload cap, and availability windows (specialist\n timezone), then scores preferred-specialist, qualification level, on-call,\n workload headroom, and language (weights in `ROUTING_WEIGHTS`; every\n factor recorded so ineligible specialists show why); `autoAssign` writes\n the assignment with its rationale; `reassign` is gated by\n `support.reassign-case` and refuses cross-tenant principals.\n- **ServiceTimeEntryService** — the ONE recording contract for all four\n entry sources (FR-40): `record` validates duration (explicit or derived\n from the period; `timer` needs both bounds), participant coherence\n (`human` → `participantProfileId`, `agent` → `agentRef`), and the work\n context (case and/or work ref; case entries copy the tenant and append a\n `time_recorded` event); `submit` stamps the submitter.\n- **TimeEntryApprovalService** — the approval gate and only writer of the\n commercial snapshots (FR-36): `approve` resolves the governing terms (case\n `planSnapshot` first, live plan fallback, zero-rate default), gates by\n policy path (`automatic`/`threshold`/`operator`/`client`; operator paths\n behind `support.approve-time-entry`; cross-tenant principals refused), then\n derives the `SupportCharge` (included time first, then overage/on-call) and\n `SupportCompensation` (effective-dated plan) rows; `reject` and `correct`\n (supersede + linked fresh draft via `correctionOfId`) round out the\n lifecycle. Case events carry the charge amount only — compensation never\n leaks case-side.\n\n## Permissions\n\nContributed to the runtime catalog on import (the\n`personas.activate-directive` pattern): `support.reassign-case`,\n`support.approve-time-entry`, `support.manage-plans`. Privileged service\noperations take a `SupportPrincipal` (`can(slug)`), built from explicit slugs\nor a `PermissionResolver`.\n\n## Svelte UI\n\n`@happyvertical/smrt-support/svelte` ships presentational Svelte 5 surfaces:\n`CaseQueue` (priority/status/assignment/channel at a glance, `onselect`),\n`CaseDetail` (header, meta, linked work, merged timeline), `TargetList`\n(Service Target clocks with due/paused/satisfied/breached badges),\n`RoutingRationale` (ranked specialists with eligibility + factor chips and\nan optional reassign action), and `TimeEntryApprovalQueue`\n(date/hours/description/worker/status/amount with\napprove/reject-with-reason actions on submitted rows). Hosts adapt models\nwith `toSupportCaseView` / `toCaseTimelineItemView` / `toServiceTargetView`\n/ `toSupportTimeEntryView` — the time-entry view's first eight fields\ndeliberately match `smrt-projects`' presentation `TimeEntry` contract.\nComponents use `smrt-ui` primitives (`smrtRawPrimitives: \"strict\"`).\n\n## Dependencies\n\nLeaf package (nothing depends back on it): `smrt-core`, `smrt-tenancy`,\n`smrt-chat`, `smrt-messages`, `smrt-jobs`, `smrt-users`, `smrt-ui`,\n`@happyvertical/logger`, `@happyvertical/sql`. Profile / smrt-projects /\nsubscriptions references are `@crossPackageRef` string ids or plain string\nkeys only — no package edge. No inter-`smrt-*` `peerDependencies`.\n\n## Validation\n\n```sh\npnpm --filter @happyvertical/smrt-support test\npnpm --filter @happyvertical/smrt-support typecheck\npnpm --filter @happyvertical/smrt-support build\n```\n\n## Gotchas\n\n- **Writes go through the facades** — the case-side generated routes are\n read-only on purpose; `create`/`update` on them is not a bug to \"fix\".\n- **`projectId` is an app-defined string** — the consuming app owns the\n Project concept; don't turn it into an FK or a crossPackageRef to\n `smrt-projects:Project` (that class is a provider board, not a client\n initiative).\n- **`SupportCase.threadKey` + `SupportInteraction.sourceKey` carry intake\n correctness** — `sourceKey` is globally unique (`conflictColumns`), so\n replayed transport rows are no-ops; new manual interactions must use a\n fresh `manual:<uuid>` key.\n- **High-volume models avoid the inherited `name` field** (`subject`,\n `displayName`, …) so the default `(slug, context, _meta_type)` unique index\n falls back to id-derived slugs; named config models carry\n `conflictColumns` instead (which replaces that index).\n- **Approved time entries never change** — corrections are new rows linked\n by `correctionOfId`; the original flips to `corrected` with its snapshot\n intact.\n- **Plan edits never rewrite history** — cases keep `planSnapshot`, charges\n and compensation keep `rateSnapshot`.\n- **Create-or-join and included-time consumption serialize in-process** —\n `SupportIntakeService` (per conversation key) and\n `TimeEntryApprovalService` (per case) use a `KeyedMutex`, which covers the\n single-app-process deployment these paths run in. Multi-replica\n deployments must serialize at the app layer (route a conversation's\n intake / a case's approvals through one worker, or add an app-level\n claim) — the framework exposes no cross-adapter transaction primitive at\n this seam. Escalation is additionally idempotent per `(target, level)`,\n so at-least-once job redelivery never stacks duplicate escalations.\n"
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