@happyvertical/smrt-support 0.51.30 → 0.51.32
This diff represents the content of publicly available package versions that have been released to one of the supported registries. The information contained in this diff is provided for informational purposes only and reflects changes between package versions as they appear in their respective public registries.
- package/README.md +10 -0
- package/dist/index.js +146 -15
- package/dist/index.js.map +1 -1
- package/dist/manifest.json +56 -5
- package/dist/models/support-ai-run.d.ts +4 -2
- package/dist/models/support-ai-run.d.ts.map +1 -1
- package/dist/models/support-case.d.ts +9 -1
- package/dist/models/support-case.d.ts.map +1 -1
- package/dist/models/support-policy.d.ts +8 -0
- package/dist/models/support-policy.d.ts.map +1 -1
- package/dist/services/support-ai-workflow.d.ts +13 -2
- package/dist/services/support-ai-workflow.d.ts.map +1 -1
- package/dist/smrt-knowledge.json +52 -3
- package/dist/types.d.ts +1 -1
- package/dist/types.d.ts.map +1 -1
- package/dist/types.js.map +1 -1
- package/package.json +12 -12
package/dist/manifest.json
CHANGED
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@@ -2,7 +2,7 @@
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"version": "1.0.0",
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"timestamp": 0,
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"packageName": "@happyvertical/smrt-support",
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"packageVersion": "0.51.
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"packageVersion": "0.51.32",
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"objects": {
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"@happyvertical/smrt-support:ServiceTimeEntry": {
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"name": "servicetimeentry",
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@@ -2059,6 +2059,20 @@
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"isStatic": false,
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"isPublic": true
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},
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"attemptTriageDecision": {
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"name": "attemptTriageDecision",
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"async": true,
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"parameters": [
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{
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"name": "request",
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"type": "DecisionRequest",
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"optional": false
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}
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],
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"returnType": "Promise<DecisionResult | undefined>",
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"isStatic": false,
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"isPublic": true
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},
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"initialize": {
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"name": "initialize",
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"async": true,
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"required": false,
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"_meta": {}
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"allowedCategories": {
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"type": "text",
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"required": false,
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"_meta": {}
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},
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"allowedTools": {
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"type": "text",
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"required": false,
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"isStatic": false,
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"isPublic": true
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},
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"getAllowedCategories": {
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"name": "getAllowedCategories",
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"async": false,
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"parameters": [],
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"returnType": "string[]",
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"isStatic": false,
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"isPublic": true
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},
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"setAllowedCategories": {
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"name": "setAllowedCategories",
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"async": false,
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"parameters": [
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{
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"name": "categories",
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"type": "string[]",
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"optional": false
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}
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],
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"returnType": "void",
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"isStatic": false,
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"isPublic": true
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},
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"getAllowedTools": {
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"name": "getAllowedTools",
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"async": false,
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"collectionExportName": "SupportPolicyCollection",
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"schema": {
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"tableName": "support_policies",
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"ddl": "CREATE TABLE IF NOT EXISTS \"support_policies\" (\n \"id\" UUID PRIMARY KEY NOT NULL,\n \"slug\" TEXT NOT NULL,\n \"context\" TEXT NOT NULL DEFAULT '',\n \"created_at\" TIMESTAMP NOT NULL DEFAULT current_timestamp,\n \"updated_at\" TIMESTAMP NOT NULL DEFAULT current_timestamp,\n \"tenant_id\" UUID,\n \"name\" TEXT DEFAULT '',\n \"plan_id\" UUID,\n \"project_id\" TEXT,\n \"enabled\" BOOLEAN,\n \"auto_acknowledge\" BOOLEAN,\n \"auto_classify\" BOOLEAN,\n \"auto_answer\" BOOLEAN,\n \"auto_troubleshoot\" BOOLEAN,\n \"auto_resolve\" BOOLEAN,\n \"auto_resolve_max_severity\" TEXT,\n \"confidence_threshold\" REAL DEFAULT 0.7,\n \"max_auto_attempts\" INTEGER DEFAULT 1,\n \"auto_send_email_replies\" BOOLEAN,\n \"sensitive_categories\" TEXT,\n \"allowed_tools\" TEXT,\n \"metadata\" TEXT\n);",
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"ddl": "CREATE TABLE IF NOT EXISTS \"support_policies\" (\n \"id\" UUID PRIMARY KEY NOT NULL,\n \"slug\" TEXT NOT NULL,\n \"context\" TEXT NOT NULL DEFAULT '',\n \"created_at\" TIMESTAMP NOT NULL DEFAULT current_timestamp,\n \"updated_at\" TIMESTAMP NOT NULL DEFAULT current_timestamp,\n \"tenant_id\" UUID,\n \"name\" TEXT DEFAULT '',\n \"plan_id\" UUID,\n \"project_id\" TEXT,\n \"enabled\" BOOLEAN,\n \"auto_acknowledge\" BOOLEAN,\n \"auto_classify\" BOOLEAN,\n \"auto_answer\" BOOLEAN,\n \"auto_troubleshoot\" BOOLEAN,\n \"auto_resolve\" BOOLEAN,\n \"auto_resolve_max_severity\" TEXT,\n \"confidence_threshold\" REAL DEFAULT 0.7,\n \"max_auto_attempts\" INTEGER DEFAULT 1,\n \"auto_send_email_replies\" BOOLEAN,\n \"sensitive_categories\" TEXT,\n \"allowed_categories\" TEXT,\n \"allowed_tools\" TEXT,\n \"metadata\" TEXT\n);",
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"columns": {
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"id": {
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"type": "UUID",
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"notNull": false,
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"unique": false
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},
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"allowed_categories": {
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"type": "TEXT",
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"notNull": false,
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"unique": false
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},
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"allowed_tools": {
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"notNull": false,
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]
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}
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],
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"version": "
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"version": "db53199e"
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},
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"importPath": "@happyvertical/smrt-support"
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},
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"collectionExportName": "SupportPolicyCollectionCollection",
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"schema": {
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"tableName": "support_policies",
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"ddl": "CREATE TABLE IF NOT EXISTS \"support_policies\" (\n \"id\" UUID PRIMARY KEY NOT NULL,\n \"slug\" TEXT NOT NULL,\n \"context\" TEXT NOT NULL DEFAULT '',\n \"created_at\" TIMESTAMP NOT NULL DEFAULT current_timestamp,\n \"updated_at\" TIMESTAMP NOT NULL DEFAULT current_timestamp,\n \"tenant_id\" UUID,\n \"name\" TEXT DEFAULT '',\n \"plan_id\" UUID,\n \"project_id\" TEXT,\n \"enabled\" BOOLEAN,\n \"auto_acknowledge\" BOOLEAN,\n \"auto_classify\" BOOLEAN,\n \"auto_answer\" BOOLEAN,\n \"auto_troubleshoot\" BOOLEAN,\n \"auto_resolve\" BOOLEAN,\n \"auto_resolve_max_severity\" TEXT,\n \"confidence_threshold\" REAL DEFAULT 0.7,\n \"max_auto_attempts\" INTEGER DEFAULT 1,\n \"auto_send_email_replies\" BOOLEAN,\n \"sensitive_categories\" TEXT,\n \"allowed_tools\" TEXT,\n \"metadata\" TEXT\n);",
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"ddl": "CREATE TABLE IF NOT EXISTS \"support_policies\" (\n \"id\" UUID PRIMARY KEY NOT NULL,\n \"slug\" TEXT NOT NULL,\n \"context\" TEXT NOT NULL DEFAULT '',\n \"created_at\" TIMESTAMP NOT NULL DEFAULT current_timestamp,\n \"updated_at\" TIMESTAMP NOT NULL DEFAULT current_timestamp,\n \"tenant_id\" UUID,\n \"name\" TEXT DEFAULT '',\n \"plan_id\" UUID,\n \"project_id\" TEXT,\n \"enabled\" BOOLEAN,\n \"auto_acknowledge\" BOOLEAN,\n \"auto_classify\" BOOLEAN,\n \"auto_answer\" BOOLEAN,\n \"auto_troubleshoot\" BOOLEAN,\n \"auto_resolve\" BOOLEAN,\n \"auto_resolve_max_severity\" TEXT,\n \"confidence_threshold\" REAL DEFAULT 0.7,\n \"max_auto_attempts\" INTEGER DEFAULT 1,\n \"auto_send_email_replies\" BOOLEAN,\n \"sensitive_categories\" TEXT,\n \"allowed_categories\" TEXT,\n \"allowed_tools\" TEXT,\n \"metadata\" TEXT\n);",
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"columns": {
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"notNull": false,
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"allowed_categories": {
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},
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]
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}
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"version": "db53199e"
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"importPath": "@happyvertical/smrt-support"
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},
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@@ -8,8 +8,10 @@ export declare class SupportAiRun extends SmrtObject {
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phase: SupportAiRunPhase;
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outcome: SupportAiRunOutcome;
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/**
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* Model-reported answer/resolve confidence or the classification audit
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* certainty in [0, 1]. Classification certainty is not calibrated answer
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* confidence and never controls the answer policy threshold. Null when the
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* phase has no confidence semantics (e.g. acknowledge).
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*/
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confidence: number | null;
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/** Classification output JSON: severity, category, sentiment, sensitive. */
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{"version":3,"file":"support-ai-run.d.ts","sourceRoot":"","sources":["../../src/models/support-ai-run.ts"],"names":[],"mappings":"AAAA;;;;;;;;;GASG;AAEH,OAAO,EAGL,cAAc,EACd,UAAU,EAEX,MAAM,0BAA0B,CAAC;AAElC,OAAO,EAEL,KAAK,mBAAmB,EACxB,KAAK,iBAAiB,EACvB,MAAM,aAAa,CAAC;AAErB,qBAOa,YAAa,SAAQ,UAAU;IAE1C,QAAQ,EAAE,MAAM,GAAG,IAAI,CAAQ;IAG/B,MAAM,EAAE,MAAM,CAAM;IAEpB,oEAAoE;IAEpE,aAAa,EAAE,MAAM,GAAG,IAAI,CAAQ;IAGpC,KAAK,EAAE,iBAAiB,CAAiB;IAGzC,OAAO,EAAE,mBAAmB,CAAe;IAE3C
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{"version":3,"file":"support-ai-run.d.ts","sourceRoot":"","sources":["../../src/models/support-ai-run.ts"],"names":[],"mappings":"AAAA;;;;;;;;;GASG;AAEH,OAAO,EAGL,cAAc,EACd,UAAU,EAEX,MAAM,0BAA0B,CAAC;AAElC,OAAO,EAEL,KAAK,mBAAmB,EACxB,KAAK,iBAAiB,EACvB,MAAM,aAAa,CAAC;AAErB,qBAOa,YAAa,SAAQ,UAAU;IAE1C,QAAQ,EAAE,MAAM,GAAG,IAAI,CAAQ;IAG/B,MAAM,EAAE,MAAM,CAAM;IAEpB,oEAAoE;IAEpE,aAAa,EAAE,MAAM,GAAG,IAAI,CAAQ;IAGpC,KAAK,EAAE,iBAAiB,CAAiB;IAGzC,OAAO,EAAE,mBAAmB,CAAe;IAE3C;;;;;OAKG;IAEH,UAAU,EAAE,MAAM,GAAG,IAAI,CAAQ;IAEjC,4EAA4E;IAE5E,cAAc,EAAE,MAAM,CAAQ;IAE9B,wEAAwE;IAExE,qBAAqB,EAAE,MAAM,GAAG,IAAI,CAAQ;IAE5C,yEAAyE;IAEzE,aAAa,EAAE,MAAM,CAAQ;IAE7B,gEAAgE;IAEhE,SAAS,EAAE,MAAM,CAAQ;IAEzB,gDAAgD;IAEhD,KAAK,EAAE,MAAM,CAAM;IAEnB,6EAA6E;IAE7E,aAAa,EAAE,MAAM,CAAM;IAE3B,yCAAyC;IAEzC,KAAK,EAAE,MAAM,CAAM;IAEnB,SAAS,EAAE,IAAI,CAAc;IAE7B,WAAW,EAAE,IAAI,GAAG,IAAI,CAAQ;IAGhC,QAAQ,EAAE,MAAM,CAAQ;IAExB,iBAAiB,IAAI,MAAM,CAAC,MAAM,EAAE,OAAO,CAAC;IAI5C,iBAAiB,CAAC,KAAK,EAAE,MAAM,CAAC,MAAM,EAAE,OAAO,CAAC,GAAG,IAAI;IAIvD,gBAAgB,IAAI,KAAK,CAAC,MAAM,CAAC,MAAM,EAAE,OAAO,CAAC,CAAC;IAIlD,gBAAgB,CAAC,IAAI,EAAE,KAAK,CAAC,MAAM,CAAC,MAAM,EAAE,OAAO,CAAC,CAAC,GAAG,IAAI;IAI5D,YAAY,IAAI,KAAK,CAAC,MAAM,CAAC,MAAM,EAAE,OAAO,CAAC,CAAC;IAI9C,YAAY,CAAC,KAAK,EAAE,KAAK,CAAC,MAAM,CAAC,MAAM,EAAE,OAAO,CAAC,CAAC,GAAG,IAAI;CAG1D;AAED,qBAAa,sBAAuB,SAAQ,cAAc,CAAC,YAAY,CAAC;IACtE,MAAM,CAAC,QAAQ,CAAC,UAAU,sBAAgB;IAE1C,4CAA4C;IACtC,OAAO,CAAC,MAAM,EAAE,MAAM,GAAG,OAAO,CAAC,YAAY,EAAE,CAAC;CAGvD;AAED,eAAe,YAAY,CAAC"}
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import { SmrtCollection, SmrtObject } from '@happyvertical/smrt-core';
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import { DecisionRequest, DecisionResult, SmrtCollection, SmrtObject } from '@happyvertical/smrt-core';
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import { SupportCaseStatus } from '../types.js';
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/** Generate a short human-facing case number (unique enough per tenant). */
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export declare function generateCaseNumber(now?: Date): string;
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updateMetadata(patch: Record<string, unknown>): void;
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getPlanSnapshot(): Record<string, unknown>;
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setPlanSnapshot(value: Record<string, unknown>): void;
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/**
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* Attempt typed support triage without changing the established tool route.
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*
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* A configured decision client is deliberately resolved only after the tool
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* guard, matching the core routing rule. `undefined` means the caller must
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* use its legacy generative behavior.
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*/
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attemptTriageDecision(request: DecisionRequest): Promise<DecisionResult | undefined>;
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* reject illegal flips made via raw field assignment.
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{"version":3,"file":"support-case.d.ts","sourceRoot":"","sources":["../../src/models/support-case.ts"],"names":[],"mappings":"AAAA;;;;;;;;;;GAUG;AAEH,OAAO,
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{"version":3,"file":"support-case.d.ts","sourceRoot":"","sources":["../../src/models/support-case.ts"],"names":[],"mappings":"AAAA;;;;;;;;;;GAUG;AAEH,OAAO,EAEL,KAAK,eAAe,EACpB,KAAK,cAAc,EAGnB,cAAc,EACd,UAAU,EAEX,MAAM,0BAA0B,CAAC;AAElC,OAAO,EAIL,KAAK,iBAAiB,EACvB,MAAM,aAAa,CAAC;AAQrB,4EAA4E;AAC5E,wBAAgB,kBAAkB,CAAC,GAAG,GAAE,IAAiB,GAAG,MAAM,CAIjE;AAED,qBAOa,WAAY,SAAQ,UAAU;IAEzC,QAAQ,EAAE,MAAM,GAAG,IAAI,CAAQ;IAE/B,0EAA0E;IAE1E,UAAU,EAAE,MAAM,CAAM;IAExB,kDAAkD;IAElD,OAAO,EAAE,MAAM,CAAM;IAErB,mEAAmE;IAEnE,WAAW,EAAE,MAAM,CAAM;IAGzB,MAAM,EAAE,iBAAiB,CAAS;IAElC,qEAAqE;IAErE,QAAQ,EAAE,MAAM,CAAY;IAE5B;;;OAGG;IAEH,QAAQ,EAAE,MAAM,CAAM;IAEtB,wEAAwE;IAExE,QAAQ,EAAE,MAAM,CAAM;IAEtB,0EAA0E;IAE1E,SAAS,EAAE,OAAO,CAAS;IAE3B,oDAAoD;IAEpD,WAAW,EAAE,MAAM,CAAM;IAEzB;;;;OAIG;IAEH,eAAe,EAAE,MAAM,GAAG,IAAI,CAAQ;IAEtC,wEAAwE;IAExE,iBAAiB,EAAE,MAAM,GAAG,IAAI,CAAQ;IAExC;;;OAGG;IAEH,SAAS,EAAE,MAAM,GAAG,IAAI,CAAQ;IAEhC,mEAAmE;IAEnE,SAAS,EAAE,MAAM,GAAG,IAAI,CAAQ;IAEhC;;;OAGG;IAEH,SAAS,EAAE,MAAM,CAAM;IAEvB,kEAAkE;IAElE,MAAM,EAAE,MAAM,GAAG,IAAI,CAAQ;IAE7B;;;;OAIG;IAEH,YAAY,EAAE,MAAM,CAAQ;IAG5B,oBAAoB,EAAE,MAAM,GAAG,IAAI,CAAQ;IAE3C,UAAU,EAAE,IAAI,GAAG,IAAI,CAAQ;IAE/B,4EAA4E;IAE5E,qBAAqB,EAAE,MAAM,GAAG,IAAI,CAAQ;IAE5C,sDAAsD;IACtD,eAAe,EAAE,MAAM,CAAK;IAE5B,WAAW,EAAE,IAAI,GAAG,IAAI,CAAQ;IAEhC,qEAAqE;IACrE,cAAc,EAAE,IAAI,GAAG,IAAI,CAAQ;IAEnC,iEAAiE;IACjE,gBAAgB,EAAE,IAAI,GAAG,IAAI,CAAQ;IAErC,iEAAiE;IACjE,gBAAgB,EAAE,IAAI,GAAG,IAAI,CAAQ;IAErC,UAAU,EAAE,IAAI,GAAG,IAAI,CAAQ;IAG/B,mBAAmB,EAAE,MAAM,GAAG,IAAI,CAAQ;IAE1C,qEAAqE;IAErE,cAAc,EAAE,MAAM,CAAM;IAG5B,iBAAiB,EAAE,MAAM,CAAM;IAE/B,QAAQ,EAAE,IAAI,GAAG,IAAI,CAAQ;IAE7B,2EAA2E;IAC3E,WAAW,EAAE,MAAM,CAAK;IAExB,cAAc,EAAE,IAAI,GAAG,IAAI,CAAQ;IAEnC,yEAAyE;IAEzE,SAAS,EAAE,OAAO,CAAQ;IAG1B,QAAQ,EAAE,MAAM,CAAQ;IAExB,kEAAkE;IAClE,MAAM,IAAI,OAAO;IAIjB,WAAW,IAAI,MAAM,CAAC,MAAM,EAAE,OAAO,CAAC;IAItC,WAAW,CAAC,KAAK,EAAE,MAAM,CAAC,MAAM,EAAE,OAAO,CAAC,GAAG,IAAI;IAIjD,cAAc,CAAC,KAAK,EAAE,MAAM,CAAC,MAAM,EAAE,OAAO,CAAC,GAAG,IAAI;IAIpD,eAAe,IAAI,MAAM,CAAC,MAAM,EAAE,OAAO,CAAC;IAI1C,eAAe,CAAC,KAAK,EAAE,MAAM,CAAC,MAAM,EAAE,OAAO,CAAC,GAAG,IAAI;IAIrD;;;;;;OAMG;IACG,qBAAqB,CACzB,OAAO,EAAE,eAAe,GACvB,OAAO,CAAC,cAAc,GAAG,SAAS,CAAC;IAKtC;;;OAGG;IACY,UAAU,IAAI,OAAO,CAAC,IAAI,CAAC;IAQ1C,mEAAmE;IACpD,IAAI,IAAI,OAAO,CAAC,IAAI,CAAC;IAQpC,SAAS,CAAC,sBAAsB,CAAC,KAAK,EAAE,iBAAiB,GAAG,SAAS,GAAG,IAAI;IAY5E;;;;;OAKG;cACa,kBAAkB,IAAI,OAAO,CAAC,iBAAiB,GAAG,SAAS,CAAC;CAa7E;AAED,qBAAa,qBAAsB,SAAQ,cAAc,CAAC,WAAW,CAAC;IACpE,MAAM,CAAC,QAAQ,CAAC,UAAU,qBAAe;IAEzC;;;;OAIG;IACG,mBAAmB,CACvB,SAAS,EAAE,MAAM,EACjB,OAAO,GAAE;QAAE,SAAS,CAAC,EAAE,MAAM,GAAG,IAAI,CAAA;KAAO,GAC1C,OAAO,CAAC,WAAW,GAAG,IAAI,CAAC;IAgB9B,uDAAuD;IACjD,SAAS,CACb,OAAO,GAAE;QACP,MAAM,CAAC,EAAE,iBAAiB,GAAG,iBAAiB,EAAE,CAAC;QACjD,oBAAoB,CAAC,EAAE,MAAM,GAAG,IAAI,CAAC;QACrC,eAAe,CAAC,EAAE,MAAM,CAAC;QACzB,SAAS,CAAC,EAAE,MAAM,CAAC;QACnB,QAAQ,CAAC,EAAE,OAAO,CAAC;QACnB,KAAK,CAAC,EAAE,MAAM,CAAC;QACf,MAAM,CAAC,EAAE,MAAM,CAAC;KACZ,GACL,OAAO,CAAC,WAAW,EAAE,CAAC;CA2B1B;AAED,eAAe,WAAW,CAAC"}
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@@ -16,6 +16,7 @@ export declare const DEFAULT_SUPPORT_POLICY: {
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readonly maxAutoAttempts: 1;
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readonly autoSendEmailReplies: false;
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readonly sensitiveCategories: string[];
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+
readonly allowedCategories: string[];
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readonly allowedTools: string[];
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};
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export declare class SupportPolicy extends SmrtObject {
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@@ -56,11 +57,18 @@ export declare class SupportPolicy extends SmrtObject {
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* triggers a Human Handoff (FR-28b). JSON array of category keys.
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*/
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sensitiveCategories: string;
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/**
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* Optional closed vocabulary for AI classification categories. Empty keeps
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* the legacy free-vocabulary category generation path.
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*/
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allowedCategories: string;
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/** Tool ids the troubleshooting phase may execute. JSON array, fail-closed. */
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allowedTools: string;
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metadata: string;
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getSensitiveCategories(): string[];
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setSensitiveCategories(categories: string[]): void;
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getAllowedCategories(): string[];
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setAllowedCategories(categories: string[]): void;
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getAllowedTools(): string[];
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setAllowedTools(tools: string[]): void;
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getMetadata(): Record<string, unknown>;
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@@ -1 +1 @@
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1
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-
{"version":3,"file":"support-policy.d.ts","sourceRoot":"","sources":["../../src/models/support-policy.ts"],"names":[],"mappings":"AAAA;;;;;;;;;;GAUG;AAEH,OAAO,EAGL,cAAc,EACd,UAAU,EAEX,MAAM,0BAA0B,CAAC;AAIlC;;;;;GAKG;AACH,eAAO,MAAM,sBAAsB;;;;;;;;;;kCAUN,MAAM,EAAE;
|
|
1
|
+
{"version":3,"file":"support-policy.d.ts","sourceRoot":"","sources":["../../src/models/support-policy.ts"],"names":[],"mappings":"AAAA;;;;;;;;;;GAUG;AAEH,OAAO,EAGL,cAAc,EACd,UAAU,EAEX,MAAM,0BAA0B,CAAC;AAIlC;;;;;GAKG;AACH,eAAO,MAAM,sBAAsB;;;;;;;;;;kCAUN,MAAM,EAAE;gCACV,MAAM,EAAE;2BACb,MAAM,EAAE;CACpB,CAAC;AAEX,qBAQa,aAAc,SAAQ,UAAU;IAE3C,QAAQ,EAAE,MAAM,GAAG,IAAI,CAAQ;IAE/B,0DAA0D;IAC1D,IAAI,EAAE,MAAM,CAAM;IAElB,iEAAiE;IAEjE,MAAM,EAAE,MAAM,GAAG,IAAI,CAAQ;IAE7B,yEAAyE;IAEzE,SAAS,EAAE,MAAM,GAAG,IAAI,CAAQ;IAGhC,OAAO,EAAE,OAAO,CAAQ;IAExB,iDAAiD;IAEjD,eAAe,EAAE,OAAO,CAAQ;IAEhC,wDAAwD;IAExD,YAAY,EAAE,OAAO,CAAQ;IAE7B,uDAAuD;IAEvD,UAAU,EAAE,OAAO,CAAQ;IAE3B,iEAAiE;IAEjE,gBAAgB,EAAE,OAAO,CAAS;IAElC,2EAA2E;IAE3E,WAAW,EAAE,OAAO,CAAS;IAE7B;;;OAGG;IAEH,sBAAsB,EAAE,MAAM,CAAM;IAEpC;;;OAGG;IACH,mBAAmB,EAAE,MAAM,CAAO;IAElC,8EAA8E;IAC9E,eAAe,EAAE,MAAM,CAAK;IAE5B,8EAA8E;IAE9E,oBAAoB,EAAE,OAAO,CAAS;IAEtC;;;OAGG;IAEH,mBAAmB,EAAE,MAAM,CAAQ;IAEnC;;;OAGG;IAEH,iBAAiB,EAAE,MAAM,CAAQ;IAEjC,+EAA+E;IAE/E,YAAY,EAAE,MAAM,CAAQ;IAG5B,QAAQ,EAAE,MAAM,CAAQ;IAExB,sBAAsB,IAAI,MAAM,EAAE;IAIlC,sBAAsB,CAAC,UAAU,EAAE,MAAM,EAAE,GAAG,IAAI;IAIlD,oBAAoB,IAAI,MAAM,EAAE;IAIhC,oBAAoB,CAAC,UAAU,EAAE,MAAM,EAAE,GAAG,IAAI;IAIhD,eAAe,IAAI,MAAM,EAAE;IAI3B,eAAe,CAAC,KAAK,EAAE,MAAM,EAAE,GAAG,IAAI;IAItC,WAAW,IAAI,MAAM,CAAC,MAAM,EAAE,OAAO,CAAC;IAItC,WAAW,CAAC,KAAK,EAAE,MAAM,CAAC,MAAM,EAAE,OAAO,CAAC,GAAG,IAAI;IAIjD,sEAAsE;IACtE,SAAS,IAAI,MAAM;CAMpB;AAED,qBAAa,uBAAwB,SAAQ,cAAc,CAAC,aAAa,CAAC;IACxE,MAAM,CAAC,QAAQ,CAAC,UAAU,uBAAiB;IAE3C;;;;OAIG;IACG,eAAe,CAAC,OAAO,EAAE;QAC7B,MAAM,CAAC,EAAE,MAAM,GAAG,IAAI,CAAC;QACvB,SAAS,CAAC,EAAE,MAAM,GAAG,IAAI,CAAC;KAC3B,GAAG,OAAO,CAAC,aAAa,GAAG,IAAI,CAAC;CAYlC;AAED,eAAe,aAAa,CAAC"}
|
|
@@ -3,7 +3,7 @@ import { SupportAiRun, SupportAiRunCollection } from '../models/support-ai-run.j
|
|
|
3
3
|
import { SupportCase } from '../models/support-case.js';
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|
4
4
|
import { SupportInteractionCollection } from '../models/support-interaction.js';
|
|
5
5
|
import { SupportPolicyCollection } from '../models/support-policy.js';
|
|
6
|
-
import { HumanHandoffTrigger } from '../types.js';
|
|
6
|
+
import { HumanHandoffTrigger, SeverityDefinition } from '../types.js';
|
|
7
7
|
import { HumanHandoffService } from './human-handoff-service.js';
|
|
8
8
|
import { SupportCaseService } from './support-case-service.js';
|
|
9
9
|
import { IntakeResult } from './support-intake-service.js';
|
|
@@ -24,10 +24,17 @@ export interface SupportAiClassifyResult {
|
|
|
24
24
|
category: string;
|
|
25
25
|
/** Whether the matter is sensitive (always triggers a Human Handoff). */
|
|
26
26
|
sensitive: boolean;
|
|
27
|
-
/**
|
|
27
|
+
/** Whether a typed decision lacked a unique majority and requires a human. */
|
|
28
|
+
ambiguous?: boolean;
|
|
29
|
+
/**
|
|
30
|
+
* Classification certainty in `[0, 1]`. Typed decisions use an audit-only
|
|
31
|
+
* operating aggregate; this is never the answer confidence policy consumes.
|
|
32
|
+
*/
|
|
28
33
|
confidence: number;
|
|
29
34
|
/** Model identifier, when the boundary knows it. */
|
|
30
35
|
model?: string;
|
|
36
|
+
/** Additive provenance for an optional typed-decision classification. */
|
|
37
|
+
metadata?: Record<string, unknown>;
|
|
31
38
|
}
|
|
32
39
|
/** Draft answer returned by {@link SupportAiBoundary.answer}. */
|
|
33
40
|
export interface SupportAiAnswerResult {
|
|
@@ -49,6 +56,8 @@ export interface SupportAiBoundary {
|
|
|
49
56
|
subject: string;
|
|
50
57
|
body: string;
|
|
51
58
|
severityKeys: string[];
|
|
59
|
+
severityDefinitions?: Record<string, SeverityDefinition>;
|
|
60
|
+
allowedCategories?: string[];
|
|
52
61
|
sensitiveCategories: string[];
|
|
53
62
|
}): Promise<SupportAiClassifyResult>;
|
|
54
63
|
answer(input: {
|
|
@@ -152,6 +161,8 @@ export declare class SupportAiWorkflow {
|
|
|
152
161
|
private requestBodyOf;
|
|
153
162
|
/** Severity vocabulary: the case's plan snapshot, else the defaults. */
|
|
154
163
|
private severityKeysOf;
|
|
164
|
+
/** Severity vocabulary and definitions from the frozen plan snapshot. */
|
|
165
|
+
private severityDefinitionsOf;
|
|
155
166
|
/** One-line case summary handed to the answer boundary. */
|
|
156
167
|
private caseSummaryOf;
|
|
157
168
|
/** Route a trigger through the handoff engine and notify the app seam. */
|
|
@@ -1 +1 @@
|
|
|
1
|
-
{"version":3,"file":"support-ai-workflow.d.ts","sourceRoot":"","sources":["../../src/services/support-ai-workflow.ts"],"names":[],"mappings":"AAAA;;;;;;;;;;;;;;;;GAgBG;AAEH,OAAO,KAAK,
|
|
1
|
+
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|
package/dist/smrt-knowledge.json
CHANGED
|
@@ -3,12 +3,12 @@
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|
3
3
|
"sensitiveFieldsExcluded": true,
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4
|
"generatedAt": "1970-01-01T00:00:00.000Z",
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|
"packageName": "@happyvertical/smrt-support",
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|
6
|
-
"packageVersion": "0.51.
|
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+
"packageVersion": "0.51.32",
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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": "
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|
-
"packageJson": "
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|
+
"manifest": "bbc42c6222cbbc34e6cc8a0fd73502d03323c1182a4701d25b51001441fbb2e8",
|
|
11
|
+
"packageJson": "d589b22822a4acd3e9e09c8149965cad594969c0a6c393c1d3f90a68caec413c",
|
|
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|
"agents": "57d75c4e48c549de0e7e50bfc16d739384cd37f4a0c66f0375d1985b24e6cbdd"
|
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|
},
|
|
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|
"exports": [
|
|
@@ -1368,6 +1368,7 @@
|
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}
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],
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"methods": [
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|
+
"attemptTriageDecision",
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|
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|
"getMetadata",
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|
"getPlanSnapshot",
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"initialize",
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|
@@ -1378,6 +1379,14 @@
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|
"updateMetadata"
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|
],
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|
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|
"methodSignatures": [
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+
{
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"name": "attemptTriageDecision",
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|
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"async": true,
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|
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"params": [
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"request: DecisionRequest"
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},
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|
{
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|
"name": "getMetadata",
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"returns": "Record<string, unknown>"
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@@ -1475,6 +1484,13 @@
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"withheldSurfaces": [
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{
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|
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"kind": "api",
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|
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"operation": "attemptTriageDecision",
|
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|
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"code": "not-included",
|
|
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|
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"reason": "not listed in api.include",
|
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|
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"objectName": "@happyvertical/smrt-support:SupportCase"
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|
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},
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|
{
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|
"kind": "api",
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|
"operation": "getMetadata",
|
|
@@ -3078,6 +3094,12 @@
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|
"required": false,
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|
"columnType": "TEXT"
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|
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|
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|
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{
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|
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|
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"name": "allowedCategories",
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"type": "text",
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|
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|
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|
{
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|
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|
}
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|
"methods": [
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|
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|
"getAllowedTools",
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|
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|
"getMetadata",
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|
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|
"getSensitiveCategories",
|
|
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|
"scopeRank",
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|
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|
+
"setAllowedCategories",
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|
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|
"setAllowedTools",
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|
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|
"setMetadata",
|
|
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|
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|
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|
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|
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{
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|
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|
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|
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|
{
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|
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|
@@ -3126,6 +3154,13 @@
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"name": "scopeRank",
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|
"returns": "number"
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|
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|
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|
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{
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|
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|
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"name": "setAllowedCategories",
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|
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"params": [
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|
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|
+
"categories: string[]"
|
|
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|
+
],
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|
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|
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},
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{
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|
"name": "setAllowedTools",
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|
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|
@@ -3224,6 +3259,13 @@
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|
}
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|
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|
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{
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|
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|
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"kind": "api",
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|
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|
+
"operation": "getAllowedCategories",
|
|
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|
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"code": "not-included",
|
|
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|
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"reason": "not listed in api.include",
|
|
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|
+
"objectName": "@happyvertical/smrt-support:SupportPolicy"
|
|
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|
+
},
|
|
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|
{
|
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|
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|
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|
"operation": "getAllowedTools",
|
|
@@ -3252,6 +3294,13 @@
|
|
|
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|
"reason": "not listed in api.include",
|
|
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|
"objectName": "@happyvertical/smrt-support:SupportPolicy"
|
|
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|
},
|
|
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|
+
{
|
|
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|
+
"kind": "api",
|
|
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|
+
"operation": "setAllowedCategories",
|
|
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|
+
"code": "not-included",
|
|
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|
+
"reason": "not listed in api.include",
|
|
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|
+
"objectName": "@happyvertical/smrt-support:SupportPolicy"
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|
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|
+
},
|
|
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|
{
|
|
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|
"kind": "api",
|
|
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|
"operation": "setAllowedTools",
|
package/dist/types.d.ts
CHANGED
|
@@ -45,7 +45,7 @@ export type SupportAiRunPhase = 'acknowledge' | 'classify' | 'answer' | 'trouble
|
|
|
45
45
|
/** Terminal outcome of one AI workflow phase run. */
|
|
46
46
|
export type SupportAiRunOutcome = 'completed' | 'skipped' | 'failed' | 'handed_off';
|
|
47
47
|
/** What triggered a Human Handoff (FR-28b). */
|
|
48
|
-
export type HumanHandoffTrigger = 'client_request' | 'low_confidence' | 'high_severity' | 'sensitive' | 'failed_resolution' | 'target_risk' | 'policy' | 'manual';
|
|
48
|
+
export type HumanHandoffTrigger = 'client_request' | 'low_confidence' | 'ambiguous_classification' | 'high_severity' | 'sensitive' | 'failed_resolution' | 'target_risk' | 'policy' | 'manual';
|
|
49
49
|
/** Service Time Entry lifecycle (FR-36). */
|
|
50
50
|
export type ServiceTimeEntryStatus = 'draft' | 'submitted' | 'approved' | 'rejected' | 'corrected';
|
|
51
51
|
/**
|
package/dist/types.d.ts.map
CHANGED
|
@@ -1 +1 @@
|
|
|
1
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{"version":3,"file":"types.js","names":[],"sources":["../src/types.ts"],"sourcesContent":["/**\n * Shared types, enums, and lifecycle maps for `@happyvertical/smrt-support`.\n *\n * Domain language follows the HappyVertical support glossary: a **Support\n * Case** is the canonical record of a client support request; **Support\n * Interactions** are channel transports attached to it; **Service Targets**\n * are operational clocks (not contractual SLAs); a **Managed Support Plan**\n * carries the client-facing terms while a **Support Compensation Plan**\n * carries the provider-facing terms — the two are never merged.\n */\n\n/** Support Case lifecycle states (FR-29b). */\nexport type SupportCaseStatus =\n | 'new'\n | 'triaged'\n | 'assigned'\n | 'in_progress'\n | 'waiting_on_client'\n | 'escalated'\n | 'resolved'\n | 'closed';\n\n/**\n * Legal Support Case status transitions, enforced at save time by\n * {@link SupportCase} (S5 guarded-lifecycle idiom — raw mass-assignment on a\n * generated route cannot skip states). 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'in_progress'],\n};\n\n/** Case statuses considered \"open\" for create-or-join intake dedup. */\nexport const OPEN_SUPPORT_CASE_STATUSES: SupportCaseStatus[] = [\n 'new',\n 'triaged',\n 'assigned',\n 'in_progress',\n 'waiting_on_client',\n 'escalated',\n];\n\n/** Client-facing priority (ordering/urgency inside a queue). */\nexport type SupportCasePriority = 'low' | 'normal' | 'high' | 'urgent';\n\n/** Transport kind a Support Interaction arrived through. */\nexport type SupportChannelKind =\n | 'chat'\n | 'email'\n | 'phone'\n | 'voice'\n | 'web'\n | 'api';\n\n/** Direction of a Support Interaction relative to the Client. */\nexport type SupportInteractionDirection = 'inbound' | 'outbound' | 'internal';\n\n/** Who performed an interaction or case event. */\nexport type SupportActorKind = 'client' | 'specialist' | 'agent' | 'system';\n\n/** Append-only case audit event types. */\nexport type SupportCaseEventType =\n | 'created'\n | 'interaction'\n | 'transition'\n | 'assignment'\n | 'ai_run'\n | 'handoff'\n | 'human_requested'\n | 'escalation'\n | 'target_scheduled'\n | 'target_satisfied'\n | 'target_breached'\n | 'target_paused'\n | 'target_resumed'\n | 'work_linked'\n | 'reopened'\n | 'plan_applied'\n | 'time_recorded'\n | 'note';\n\n/** What kind of transport container a channel binding points at. */\nexport type SupportBindingKind = 'chat_room' | 'email_account';\n\n/** Operational Work Item link kinds carried by a {@link SupportWorkLink}. */\nexport type SupportWorkLinkKind = 'support_work_item' | 'development_work_item';\n\n/** Service Target clock types (FR-30/FR-31). */\nexport type ServiceTargetType =\n | 'acknowledgement'\n | 'response'\n | 'update'\n | 'resolution';\n\n/** Service Target clock states. */\nexport type ServiceTargetStatus =\n | 'pending'\n | 'paused'\n | 'satisfied'\n | 'breached'\n | 'cancelled';\n\n/** Why a case was escalated. */\nexport type SupportEscalationReason =\n | 'target_breach'\n | 'target_risk'\n | 'manual'\n | 'ai_trigger';\n\n/** AI support workflow phases (FR-28a). */\nexport type SupportAiRunPhase =\n | 'acknowledge'\n | 'classify'\n | 'answer'\n | 'troubleshoot'\n | 'resolve';\n\n/** Terminal outcome of one AI workflow phase run. */\nexport type SupportAiRunOutcome =\n | 'completed'\n | 'skipped'\n | 'failed'\n | 'handed_off';\n\n/** What triggered a Human Handoff (FR-28b). */\nexport type HumanHandoffTrigger =\n | 'client_request'\n | 'low_confidence'\n | 'high_severity'\n | 'sensitive'\n | 'failed_resolution'\n | 'target_risk'\n | 'policy'\n | 'manual';\n\n/** Service Time Entry lifecycle (FR-36). */\nexport type ServiceTimeEntryStatus =\n | 'draft'\n | 'submitted'\n | 'approved'\n | 'rejected'\n | 'corrected';\n\n/**\n * Legal Service Time Entry status transitions. `approved → corrected` is the\n * only exit from `approved` and is reachable exclusively through the explicit\n * correction path (the approved snapshot itself stays frozen).\n */\nexport const SERVICE_TIME_ENTRY_STATUS_TRANSITIONS: Record<\n ServiceTimeEntryStatus,\n ServiceTimeEntryStatus[]\n> = {\n draft: ['submitted', 'rejected'],\n submitted: ['approved', 'rejected', 'draft'],\n approved: ['corrected'],\n rejected: ['draft', 'submitted'],\n corrected: [],\n};\n\n/** How a Service Time Entry was produced (FR-40). */\nexport type ServiceTimeEntrySource = 'timer' | 'manual' | 'import' | 'agent';\n\n/** Who/what delivered the work behind a Service Time Entry. */\nexport type SupportParticipantKind = 'human' | 'agent';\n\n/** Which approval path accepted a Service Time Entry (FR-36). */\nexport type TimeEntryApprovalPath =\n | 'automatic'\n | 'operator'\n | 'client'\n | 'threshold';\n\n/** Derived commercial snapshot lifecycle (charges and compensation). */\nexport type SupportSettlementStatus =\n | 'pending'\n | 'final'\n | 'corrected'\n | 'voided';\n\n/** Support Specialist availability window kinds. */\nexport type SupportAvailabilityKind = 'weekly' | 'on_call' | 'time_off';\n\n/** Support Specialist activation state. */\nexport type SupportSpecialistStatus = 'active' | 'inactive';\n\n/** Project Support Qualification levels. */\nexport type SupportQualificationLevel = 'trainee' | 'qualified' | 'expert';\n\n/** A weekly coverage window in a plan's coverage calendar. */\nexport interface CoverageWindow {\n /** 0 = Sunday … 6 = Saturday (JS `Date#getDay` convention). */\n weekday: number;\n /** Minutes from midnight, inclusive start. */\n startMinute: number;\n /** Minutes from midnight, exclusive end. */\n endMinute: number;\n}\n\n/** Per-severity Service Target minutes; `null` disables that clock. */\nexport interface ServiceTargetMinutes {\n acknowledgementMinutes: number | null;\n responseMinutes: number | null;\n updateMinutes: number | null;\n resolutionMinutes: number | null;\n}\n\n/** One step of a plan's escalation policy, applied in `level` order. */\nexport interface EscalationStep {\n level: number;\n action: 'notify' | 'reassign';\n /** Profile ids to notify (recorded on the escalation; delivery is app-side). */\n notifyProfileIds?: string[];\n /** Minutes after the previous step before this one fires (0 = immediately). */\n delayMinutes?: number;\n}\n\n/** A severity definition entry in a plan (key → labels). */\nexport interface SeverityDefinition {\n label: string;\n description?: string;\n}\n\n/**\n * Default severity vocabulary used when a plan doesn't define its own.\n * `sev1` is the most severe.\n */\nexport const DEFAULT_SEVERITY_DEFINITIONS: Record<string, SeverityDefinition> =\n {\n sev1: { label: 'Critical', description: 'Service down or unusable' },\n sev2: { label: 'Major', description: 'Significant degradation' },\n sev3: { label: 'Minor', description: 'Limited impact' },\n sev4: { label: 'Question', description: 'Question or request' },\n };\n\n/** Time-entry approval policy carried by a Managed Support Plan (FR-36). */\nexport interface TimeApprovalPolicy {\n /** Base path when no threshold applies. */\n mode: 'automatic' | 'operator' | 'client';\n /** Entries longer than this require review even under `automatic`. */\n thresholdMinutes?: number;\n /**\n * Entries pricing above this amount require review even under `automatic`.\n * Integer minor units, matching `SupportCharge.amount` it is compared\n * against — `$19.99` is `1999` (#2401).\n */\n thresholdAmount?: number;\n}\n\n/** One piece of work evidence attached to a Service Time Entry. */\nexport interface TimeEntryEvidence {\n kind: string;\n ref: string;\n label?: string;\n}\n\n/**\n * Parse a JSON value stored as text, returning the fallback on malformed\n * input (never throws — stored JSON may predate schema changes). Accepts an\n * already-parsed value (e.g. a `type: 'json'` column that hydrated as an\n * object) and hands it back unchanged.\n */\nexport function parseJsonField<T>(raw: unknown, fallback: T): T {\n if (!raw) {\n return fallback;\n }\n // Text columns hydrate as strings; a non-string here means the caller\n // already holds a parsed value — hand it back rather than throwing.\n if (typeof raw !== 'string') {\n return raw as T;\n }\n try {\n const parsed = JSON.parse(raw);\n return (parsed ?? fallback) as T;\n } catch {\n return fallback;\n }\n}\n\n/** Parse a JSON array-of-strings field, tolerating malformed input. */\nexport function parseStringArrayField(\n raw: string | null | undefined,\n): string[] {\n const parsed = parseJsonField<unknown>(raw, []);\n return Array.isArray(parsed)\n ? parsed.filter((value): value is string => typeof value === 'string')\n : [];\n}\n"],"mappings":";AA6BO,IAAM,kCAGT;CACF,KAAK;EACH;EACA;EACA;EACA;EACA;EACA;EACA;CACF;CACA,SAAS;EACP;EACA;EACA;EACA;EACA;EACA;CACF;CACA,UAAU;EACR;EACA;EACA;EACA;EACA;EACA;CACF;CACA,aAAa;EACX;EACA;EACA;EACA;EACA;CACF;CACA,mBAAmB;EACjB;EACA;EACA;EACA;EACA;CACF;CACA,WAAW;EACT;EACA;EACA;EACA;EACA;CACF;CACA,UAAU;EAAC;EAAU;EAAe;CAAS;CAC7C,QAAQ,CAAC,WAAW,aAAa;AACnC;AAGO,IAAM,6BAAkD;CAC7D;CACA;CACA;CACA;CACA;CACA;AACF;AA4GO,IAAM,wCAGT;CACF,OAAO,CAAC,aAAa,UAAU;CAC/B,WAAW;EAAC;EAAY;EAAY;CAAO;CAC3C,UAAU,CAAC,WAAW;CACtB,UAAU,CAAC,SAAS,WAAW;CAC/B,WAAW,CAAC;AACd;AAqEO,IAAM,+BACX;CACE,MAAM;EAAE,OAAO;EAAY,aAAa;CAA2B;CACnE,MAAM;EAAE,OAAO;EAAS,aAAa;CAA0B;CAC/D,MAAM;EAAE,OAAO;EAAS,aAAa;CAAiB;CACtD,MAAM;EAAE,OAAO;EAAY,aAAa;CAAsB;AAChE;AA6BK,SAAS,eAAkB,KAAc,UAAgB;CAC9D,IAAI,CAAC,KACH,OAAO;CAIT,IAAI,OAAO,QAAQ,UACjB,OAAO;CAET,IAAI;EAEF,OADe,KAAK,MAAM,GAClB,KAAU;CACpB,QAAQ;EACN,OAAO;CACT;AACF;AAGO,SAAS,sBACd,KACU;CACV,MAAM,SAAS,eAAwB,KAAK,CAAC,CAAC;CAC9C,OAAO,MAAM,QAAQ,MAAM,IACvB,OAAO,QAAQ,UAA2B,OAAO,UAAU,QAAQ,IACnE,CAAC;AACP"}
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{"version":3,"file":"types.js","names":[],"sources":["../src/types.ts"],"sourcesContent":["/**\n * Shared types, enums, and lifecycle maps for `@happyvertical/smrt-support`.\n *\n * Domain language follows the HappyVertical support glossary: a **Support\n * Case** is the canonical record of a client support request; **Support\n * Interactions** are channel transports attached to it; **Service Targets**\n * are operational clocks (not contractual SLAs); a **Managed Support Plan**\n * carries the client-facing terms while a **Support Compensation Plan**\n * carries the provider-facing terms — the two are never merged.\n */\n\n/** Support Case lifecycle states (FR-29b). */\nexport type SupportCaseStatus =\n | 'new'\n | 'triaged'\n | 'assigned'\n | 'in_progress'\n | 'waiting_on_client'\n | 'escalated'\n | 'resolved'\n | 'closed';\n\n/**\n * Legal Support Case status transitions, enforced at save time by\n * {@link SupportCase} (S5 guarded-lifecycle idiom — raw mass-assignment on a\n * generated route cannot skip states). Reopening (`resolved`/`closed` back to\n * an active state) is legal here; the reopen bookkeeping (count, history\n * event) is layered by `SupportCaseService.reopen()`.\n */\nexport const SUPPORT_CASE_STATUS_TRANSITIONS: Record<\n SupportCaseStatus,\n SupportCaseStatus[]\n> = {\n new: [\n 'triaged',\n 'assigned',\n 'in_progress',\n 'waiting_on_client',\n 'escalated',\n 'resolved',\n 'closed',\n ],\n triaged: [\n 'assigned',\n 'in_progress',\n 'waiting_on_client',\n 'escalated',\n 'resolved',\n 'closed',\n ],\n assigned: [\n 'triaged',\n 'in_progress',\n 'waiting_on_client',\n 'escalated',\n 'resolved',\n 'closed',\n ],\n in_progress: [\n 'assigned',\n 'waiting_on_client',\n 'escalated',\n 'resolved',\n 'closed',\n ],\n waiting_on_client: [\n 'assigned',\n 'in_progress',\n 'escalated',\n 'resolved',\n 'closed',\n ],\n escalated: [\n 'assigned',\n 'in_progress',\n 'waiting_on_client',\n 'resolved',\n 'closed',\n ],\n resolved: ['closed', 'in_progress', 'triaged'],\n closed: ['triaged', 'in_progress'],\n};\n\n/** Case statuses considered \"open\" for create-or-join intake dedup. */\nexport const OPEN_SUPPORT_CASE_STATUSES: SupportCaseStatus[] = [\n 'new',\n 'triaged',\n 'assigned',\n 'in_progress',\n 'waiting_on_client',\n 'escalated',\n];\n\n/** Client-facing priority (ordering/urgency inside a queue). */\nexport type SupportCasePriority = 'low' | 'normal' | 'high' | 'urgent';\n\n/** Transport kind a Support Interaction arrived through. */\nexport type SupportChannelKind =\n | 'chat'\n | 'email'\n | 'phone'\n | 'voice'\n | 'web'\n | 'api';\n\n/** Direction of a Support Interaction relative to the Client. */\nexport type SupportInteractionDirection = 'inbound' | 'outbound' | 'internal';\n\n/** Who performed an interaction or case event. */\nexport type SupportActorKind = 'client' | 'specialist' | 'agent' | 'system';\n\n/** Append-only case audit event types. */\nexport type SupportCaseEventType =\n | 'created'\n | 'interaction'\n | 'transition'\n | 'assignment'\n | 'ai_run'\n | 'handoff'\n | 'human_requested'\n | 'escalation'\n | 'target_scheduled'\n | 'target_satisfied'\n | 'target_breached'\n | 'target_paused'\n | 'target_resumed'\n | 'work_linked'\n | 'reopened'\n | 'plan_applied'\n | 'time_recorded'\n | 'note';\n\n/** What kind of transport container a channel binding points at. */\nexport type SupportBindingKind = 'chat_room' | 'email_account';\n\n/** Operational Work Item link kinds carried by a {@link SupportWorkLink}. */\nexport type SupportWorkLinkKind = 'support_work_item' | 'development_work_item';\n\n/** Service Target clock types (FR-30/FR-31). */\nexport type ServiceTargetType =\n | 'acknowledgement'\n | 'response'\n | 'update'\n | 'resolution';\n\n/** Service Target clock states. */\nexport type ServiceTargetStatus =\n | 'pending'\n | 'paused'\n | 'satisfied'\n | 'breached'\n | 'cancelled';\n\n/** Why a case was escalated. */\nexport type SupportEscalationReason =\n | 'target_breach'\n | 'target_risk'\n | 'manual'\n | 'ai_trigger';\n\n/** AI support workflow phases (FR-28a). */\nexport type SupportAiRunPhase =\n | 'acknowledge'\n | 'classify'\n | 'answer'\n | 'troubleshoot'\n | 'resolve';\n\n/** Terminal outcome of one AI workflow phase run. */\nexport type SupportAiRunOutcome =\n | 'completed'\n | 'skipped'\n | 'failed'\n | 'handed_off';\n\n/** What triggered a Human Handoff (FR-28b). */\nexport type HumanHandoffTrigger =\n | 'client_request'\n | 'low_confidence'\n | 'ambiguous_classification'\n | 'high_severity'\n | 'sensitive'\n | 'failed_resolution'\n | 'target_risk'\n | 'policy'\n | 'manual';\n\n/** Service Time Entry lifecycle (FR-36). */\nexport type ServiceTimeEntryStatus =\n | 'draft'\n | 'submitted'\n | 'approved'\n | 'rejected'\n | 'corrected';\n\n/**\n * Legal Service Time Entry status transitions. `approved → corrected` is the\n * only exit from `approved` and is reachable exclusively through the explicit\n * correction path (the approved snapshot itself stays frozen).\n */\nexport const SERVICE_TIME_ENTRY_STATUS_TRANSITIONS: Record<\n ServiceTimeEntryStatus,\n ServiceTimeEntryStatus[]\n> = {\n draft: ['submitted', 'rejected'],\n submitted: ['approved', 'rejected', 'draft'],\n approved: ['corrected'],\n rejected: ['draft', 'submitted'],\n corrected: [],\n};\n\n/** How a Service Time Entry was produced (FR-40). */\nexport type ServiceTimeEntrySource = 'timer' | 'manual' | 'import' | 'agent';\n\n/** Who/what delivered the work behind a Service Time Entry. */\nexport type SupportParticipantKind = 'human' | 'agent';\n\n/** Which approval path accepted a Service Time Entry (FR-36). */\nexport type TimeEntryApprovalPath =\n | 'automatic'\n | 'operator'\n | 'client'\n | 'threshold';\n\n/** Derived commercial snapshot lifecycle (charges and compensation). */\nexport type SupportSettlementStatus =\n | 'pending'\n | 'final'\n | 'corrected'\n | 'voided';\n\n/** Support Specialist availability window kinds. */\nexport type SupportAvailabilityKind = 'weekly' | 'on_call' | 'time_off';\n\n/** Support Specialist activation state. */\nexport type SupportSpecialistStatus = 'active' | 'inactive';\n\n/** Project Support Qualification levels. */\nexport type SupportQualificationLevel = 'trainee' | 'qualified' | 'expert';\n\n/** A weekly coverage window in a plan's coverage calendar. */\nexport interface CoverageWindow {\n /** 0 = Sunday … 6 = Saturday (JS `Date#getDay` convention). */\n weekday: number;\n /** Minutes from midnight, inclusive start. */\n startMinute: number;\n /** Minutes from midnight, exclusive end. */\n endMinute: number;\n}\n\n/** Per-severity Service Target minutes; `null` disables that clock. */\nexport interface ServiceTargetMinutes {\n acknowledgementMinutes: number | null;\n responseMinutes: number | null;\n updateMinutes: number | null;\n resolutionMinutes: number | null;\n}\n\n/** One step of a plan's escalation policy, applied in `level` order. */\nexport interface EscalationStep {\n level: number;\n action: 'notify' | 'reassign';\n /** Profile ids to notify (recorded on the escalation; delivery is app-side). */\n notifyProfileIds?: string[];\n /** Minutes after the previous step before this one fires (0 = immediately). */\n delayMinutes?: number;\n}\n\n/** A severity definition entry in a plan (key → labels). */\nexport interface SeverityDefinition {\n label: string;\n description?: string;\n}\n\n/**\n * Default severity vocabulary used when a plan doesn't define its own.\n * `sev1` is the most severe.\n */\nexport const DEFAULT_SEVERITY_DEFINITIONS: Record<string, SeverityDefinition> =\n {\n sev1: { label: 'Critical', description: 'Service down or unusable' },\n sev2: { label: 'Major', description: 'Significant degradation' },\n sev3: { label: 'Minor', description: 'Limited impact' },\n sev4: { label: 'Question', description: 'Question or request' },\n };\n\n/** Time-entry approval policy carried by a Managed Support Plan (FR-36). */\nexport interface TimeApprovalPolicy {\n /** Base path when no threshold applies. */\n mode: 'automatic' | 'operator' | 'client';\n /** Entries longer than this require review even under `automatic`. */\n thresholdMinutes?: number;\n /**\n * Entries pricing above this amount require review even under `automatic`.\n * Integer minor units, matching `SupportCharge.amount` it is compared\n * against — `$19.99` is `1999` (#2401).\n */\n thresholdAmount?: number;\n}\n\n/** One piece of work evidence attached to a Service Time Entry. */\nexport interface TimeEntryEvidence {\n kind: string;\n ref: string;\n label?: string;\n}\n\n/**\n * Parse a JSON value stored as text, returning the fallback on malformed\n * input (never throws — stored JSON may predate schema changes). Accepts an\n * already-parsed value (e.g. a `type: 'json'` column that hydrated as an\n * object) and hands it back unchanged.\n */\nexport function parseJsonField<T>(raw: unknown, fallback: T): T {\n if (!raw) {\n return fallback;\n }\n // Text columns hydrate as strings; a non-string here means the caller\n // already holds a parsed value — hand it back rather than throwing.\n if (typeof raw !== 'string') {\n return raw as T;\n }\n try {\n const parsed = JSON.parse(raw);\n return (parsed ?? fallback) as T;\n } catch {\n return fallback;\n }\n}\n\n/** Parse a JSON array-of-strings field, tolerating malformed input. */\nexport function parseStringArrayField(\n raw: string | null | undefined,\n): string[] {\n const parsed = parseJsonField<unknown>(raw, []);\n return Array.isArray(parsed)\n ? parsed.filter((value): value is string => typeof value === 'string')\n : [];\n}\n"],"mappings":";AA6BO,IAAM,kCAGT;CACF,KAAK;EACH;EACA;EACA;EACA;EACA;EACA;EACA;CACF;CACA,SAAS;EACP;EACA;EACA;EACA;EACA;EACA;CACF;CACA,UAAU;EACR;EACA;EACA;EACA;EACA;EACA;CACF;CACA,aAAa;EACX;EACA;EACA;EACA;EACA;CACF;CACA,mBAAmB;EACjB;EACA;EACA;EACA;EACA;CACF;CACA,WAAW;EACT;EACA;EACA;EACA;EACA;CACF;CACA,UAAU;EAAC;EAAU;EAAe;CAAS;CAC7C,QAAQ,CAAC,WAAW,aAAa;AACnC;AAGO,IAAM,6BAAkD;CAC7D;CACA;CACA;CACA;CACA;CACA;AACF;AA6GO,IAAM,wCAGT;CACF,OAAO,CAAC,aAAa,UAAU;CAC/B,WAAW;EAAC;EAAY;EAAY;CAAO;CAC3C,UAAU,CAAC,WAAW;CACtB,UAAU,CAAC,SAAS,WAAW;CAC/B,WAAW,CAAC;AACd;AAqEO,IAAM,+BACX;CACE,MAAM;EAAE,OAAO;EAAY,aAAa;CAA2B;CACnE,MAAM;EAAE,OAAO;EAAS,aAAa;CAA0B;CAC/D,MAAM;EAAE,OAAO;EAAS,aAAa;CAAiB;CACtD,MAAM;EAAE,OAAO;EAAY,aAAa;CAAsB;AAChE;AA6BK,SAAS,eAAkB,KAAc,UAAgB;CAC9D,IAAI,CAAC,KACH,OAAO;CAIT,IAAI,OAAO,QAAQ,UACjB,OAAO;CAET,IAAI;EAEF,OADe,KAAK,MAAM,GAClB,KAAU;CACpB,QAAQ;EACN,OAAO;CACT;AACF;AAGO,SAAS,sBACd,KACU;CACV,MAAM,SAAS,eAAwB,KAAK,CAAC,CAAC;CAC9C,OAAO,MAAM,QAAQ,MAAM,IACvB,OAAO,QAAQ,UAA2B,OAAO,UAAU,QAAQ,IACnE,CAAC;AACP"}
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"description": "AI-first Support Cases: channel-neutral intake, lifecycle, routing, service targets, and service time for the SMRT framework",
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