@happyvertical/smrt-support 0.51.31 → 0.51.33

package/dist/services/service-time-entry-service.d.ts

@@ -1,6 +1,18 @@
-import { SmrtObjectOptions } from '@happyvertical/smrt-core';
-import { ServiceTimeEntry, ServiceTimeEntryCollection } from '../models/service-time-entry.js';
-import { ServiceTimeEntrySource, SupportParticipantKind, TimeEntryEvidence } from '../types.js';
+/**
+ * ServiceTimeEntryService — the shared recording contract for Service Time
+ * Entries (FR-40, issue #1930): timer, manual, imported, and automatic agent
+ * entries all pass ONE validation and audit gate, so no source can smuggle in
+ * an incoherent duration, participant, or work context.
+ *
+ * Recording is deliberately money-free: entries capture the work (duration,
+ * period, evidence, participant, context) and land as `draft`; pricing and
+ * earnings derive later, at approval time, in `TimeEntryApprovalService`.
+ * Case-attached entries append a `time_recorded` audit event so the case
+ * timeline shows the work as it happens.
+ */
+import type { SmrtObjectOptions } from '@happyvertical/smrt-core';
+import { type ServiceTimeEntry, ServiceTimeEntryCollection } from '../models/service-time-entry.js';
+import type { ServiceTimeEntrySource, SupportParticipantKind, TimeEntryEvidence } from '../types.js';
 import { SupportCaseService } from './support-case-service.js';
 /** Options for {@link ServiceTimeEntryService.create}. */
 export interface ServiceTimeEntryServiceOptions extends SmrtObjectOptions {

package/dist/services/support-ai-workflow.d.ts

@@ -1,12 +1,29 @@
-import { SmrtObjectOptions } from '@happyvertical/smrt-core';
-import { SupportAiRun, SupportAiRunCollection } from '../models/support-ai-run.js';
-import { SupportCase } from '../models/support-case.js';
+/**
+ * SupportAiWorkflow — the Automated Support Response pipeline (FR-28a, issue
+ * #1928): on intake a case is immediately acknowledged, classified, and
+ * answered from scoped knowledge; only when the resolved {@link SupportPolicy}
+ * explicitly allows it may the workflow resolve a low-risk case autonomously.
+ * Every phase — run or skipped — writes an append-only {@link SupportAiRun}
+ * audit row, and every risk signal (client request, low confidence,
+ * sensitivity, high severity, boundary failure, attempt cap) routes through
+ * {@link HumanHandoffService} so a Support Specialist takes over with the
+ * complete context (FR-28b).
+ *
+ * The AI call is an injected {@link SupportAiBoundary} and knowledge
+ * retrieval an injected {@link SupportKnowledgeProvider} (the `smrt-personas`
+ * `ReflectionRunner` injected-boundary idiom) — tests mock only these seams,
+ * and the package stays dependency-free: apps plug `smrt-facts` /
+ * `smrt-content`-backed providers.
+ */
+import type { SmrtObjectOptions } from '@happyvertical/smrt-core';
+import { type SupportAiRun, SupportAiRunCollection } from '../models/support-ai-run.js';
+import type { SupportCase } from '../models/support-case.js';
 import { SupportInteractionCollection } from '../models/support-interaction.js';
 import { SupportPolicyCollection } from '../models/support-policy.js';
-import { HumanHandoffTrigger } from '../types.js';
+import { type HumanHandoffTrigger, type SeverityDefinition } from '../types.js';
 import { HumanHandoffService } from './human-handoff-service.js';
 import { SupportCaseService } from './support-case-service.js';
-import { IntakeResult } from './support-intake-service.js';
+import type { IntakeResult } from './support-intake-service.js';
 /** One knowledge source consulted while drafting an automated answer. */
 export interface KnowledgeSnippet {
     /** Source kind, e.g. `fact`, `article`, `document`. */
@@ -24,10 +41,17 @@ export interface SupportAiClassifyResult {
     category: string;
     /** Whether the matter is sensitive (always triggers a Human Handoff). */
     sensitive: boolean;
-    /** Confidence in `[0, 1]`. */
+    /** Whether a typed decision lacked a unique majority and requires a human. */
+    ambiguous?: boolean;
+    /**
+     * Classification certainty in `[0, 1]`. Typed decisions use an audit-only
+     * operating aggregate; this is never the answer confidence policy consumes.
+     */
     confidence: number;
     /** Model identifier, when the boundary knows it. */
     model?: string;
+    /** Additive provenance for an optional typed-decision classification. */
+    metadata?: Record<string, unknown>;
 }
 /** Draft answer returned by {@link SupportAiBoundary.answer}. */
 export interface SupportAiAnswerResult {
@@ -49,6 +73,8 @@ export interface SupportAiBoundary {
         subject: string;
         body: string;
         severityKeys: string[];
+        severityDefinitions?: Record<string, SeverityDefinition>;
+        allowedCategories?: string[];
         sensitiveCategories: string[];
     }): Promise<SupportAiClassifyResult>;
     answer(input: {
@@ -152,6 +178,8 @@ export declare class SupportAiWorkflow {
     private requestBodyOf;
     /** Severity vocabulary: the case's plan snapshot, else the defaults. */
     private severityKeysOf;
+    /** Severity vocabulary and definitions from the frozen plan snapshot. */
+    private severityDefinitionsOf;
     /** One-line case summary handed to the answer boundary. */
     private caseSummaryOf;
     /** Route a trigger through the handoff engine and notify the app seam. */

package/dist/services/support-ai-workflow.d.ts.map

@@ -1 +1 @@
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package/dist/services/support-case-service.d.ts

@@ -1,10 +1,18 @@
-import { SmrtObjectOptions } from '@happyvertical/smrt-core';
-import { SupportCase, SupportCaseCollection } from '../models/support-case.js';
-import { SupportCaseEvent, SupportCaseEventCollection } from '../models/support-case-event.js';
-import { SupportInteraction, SupportInteractionCollection } from '../models/support-interaction.js';
-import { SupportPlan, SupportPlanCollection } from '../models/support-plan.js';
-import { SupportWorkLink, SupportWorkLinkCollection } from '../models/support-work-link.js';
-import { SupportActorKind, SupportCaseEventType, SupportCaseStatus, SupportChannelKind, SupportInteractionDirection, SupportWorkLinkKind } from '../types.js';
+/**
+ * SupportCaseService — the closed write facade for Support Cases (the
+ * `smrt-chat` `ChatService` idiom): case creation, interaction recording,
+ * lifecycle transitions, assignment, resolution, reopening, human requests,
+ * and work links all flow through here so the audit trail
+ * ({@link SupportCaseEvent}) and the lifecycle guard stay coherent. The
+ * generated CRUD surface on the case-side models is read-only.
+ */
+import type { SmrtObjectOptions } from '@happyvertical/smrt-core';
+import { type SupportCase, SupportCaseCollection } from '../models/support-case.js';
+import { type SupportCaseEvent, SupportCaseEventCollection } from '../models/support-case-event.js';
+import { type SupportInteraction, SupportInteractionCollection } from '../models/support-interaction.js';
+import { type SupportPlan, SupportPlanCollection } from '../models/support-plan.js';
+import { type SupportWorkLink, SupportWorkLinkCollection } from '../models/support-work-link.js';
+import type { SupportActorKind, SupportCaseEventType, SupportCaseStatus, SupportChannelKind, SupportInteractionDirection, SupportWorkLinkKind } from '../types.js';
 export interface OpenCaseInput {
     tenantId?: string | null;
     subject: string;

package/dist/services/support-intake-service.d.ts

@@ -1,7 +1,28 @@
-import { SmrtObject, SmrtObjectOptions } from '@happyvertical/smrt-core';
-import { SupportCase } from '../models/support-case.js';
-import { SupportChannelBinding, SupportChannelBindingCollection } from '../models/support-channel-binding.js';
-import { SupportInteraction } from '../models/support-interaction.js';
+/**
+ * SupportIntakeService — channel intake: every inbound interaction on a bound
+ * transport container deterministically creates or joins one canonical
+ * Support Case (FR-28, issue #1926).
+ *
+ * Channels are transports, not systems of record: the ChatMessage / Email row
+ * stays canonical in its package; intake links it as a
+ * {@link SupportInteraction} (idempotent on `sourceKey`) and drives the
+ * create-or-join decision by conversation key:
+ *
+ * - chat: `chat:<roomId>[:<threadId>]` — a bound room is one client
+ *   conversation; threads open distinct cases.
+ * - email: the RFC thread — a reply (`inReplyTo`) joins the case holding the
+ *   referenced message; otherwise the message id starts a new thread key.
+ *
+ * Join semantics: open case → join; resolved case → reopen + join (the client
+ * replied to a "resolved" conversation); closed case → a fresh case.
+ *
+ * Intake never throws into the source package's save path — the opt-in
+ * interceptor (`registerSupportIntake`) swallows and logs intake errors.
+ */
+import type { SmrtObject, SmrtObjectOptions } from '@happyvertical/smrt-core';
+import type { SupportCase } from '../models/support-case.js';
+import { type SupportChannelBinding, SupportChannelBindingCollection } from '../models/support-channel-binding.js';
+import type { SupportInteraction } from '../models/support-interaction.js';
 import { SupportCaseService } from './support-case-service.js';
 /** Qualified source types intake understands. */
 export declare const CHAT_MESSAGE_SOURCE_TYPE = "@happyvertical/smrt-chat:ChatMessage";

package/dist/services/support-plan-admin-service.d.ts

@@ -1,7 +1,20 @@
-import { SmrtObjectOptions } from '@happyvertical/smrt-core';
-import { SupportCompensationPlan, SupportCompensationPlanCollection } from '../models/support-compensation-plan.js';
-import { SupportPlan, SupportPlanCollection } from '../models/support-plan.js';
-import { SupportPrincipal } from '../permissions.js';
+/**
+ * SupportPlanAdminService — the permission-gated write surface for
+ * commercial terms: Managed Support Plans (client pricing/service terms) and
+ * Support Compensation Plans (provider earning terms).
+ *
+ * The `support.manage-plans` split is the gate (the
+ * `personas.activate-directive` idiom): the generated CRUD routes on both
+ * models are read-only, so every plan write flows through here, carries an
+ * accountable principal, and refuses cross-tenant acts. Plan history stays
+ * safe regardless — cases snapshot plan terms at apply time and settlements
+ * snapshot rates at approval time — but only holders of the split may shape
+ * future terms.
+ */
+import type { SmrtObjectOptions } from '@happyvertical/smrt-core';
+import { type SupportCompensationPlan, SupportCompensationPlanCollection } from '../models/support-compensation-plan.js';
+import { type SupportPlan, SupportPlanCollection } from '../models/support-plan.js';
+import { type SupportPrincipal } from '../permissions.js';
 /** Thrown when a plan write is attempted without the manage-plans split. */
 export declare class PlanAdminDeniedError extends Error {
     constructor(message: string);

package/dist/services/support-routing-service.d.ts

@@ -1,8 +1,23 @@
-import { SmrtObjectOptions } from '@happyvertical/smrt-core';
-import { SupportCase } from '../models/support-case.js';
+/**
+ * SupportRoutingService — Project-qualified Support Case routing (FR-30).
+ *
+ * Ranks Support Specialists for a case with an **explainable** score: every
+ * hard eligibility check (active status, effective Project Support
+ * Qualification, workload cap, availability) is recorded as a factor on the
+ * ranked entry, so the queue UI can show *why* someone was or wasn't chosen.
+ * Ineligible specialists stay in the returned ranking (`eligible: false`)
+ * for that rationale display.
+ *
+ * `autoAssign` writes the assignment through {@link SupportCaseService} with
+ * the ranking rationale in the audit event; `reassign` is the manual
+ * override, gated by the `support.reassign-case` permission split and a
+ * cross-tenant guard.
+ */
+import type { SmrtObjectOptions } from '@happyvertical/smrt-core';
+import type { SupportCase } from '../models/support-case.js';
 import { SupportAvailabilityCollection, SupportQualificationCollection, SupportSpecialistCollection } from '../models/support-specialist.js';
-import { SupportPrincipal } from '../permissions.js';
-import { SupportActorKind } from '../types.js';
+import { type SupportPrincipal } from '../permissions.js';
+import type { SupportActorKind } from '../types.js';
 import { SupportCaseService } from './support-case-service.js';
 /**
  * Named scoring weights, so the ranking is auditable against the code.

package/dist/services/time-entry-approval-service.d.ts

@@ -1,10 +1,37 @@
-import { SmrtObjectOptions } from '@happyvertical/smrt-core';
-import { ServiceTimeEntry, ServiceTimeEntryCollection } from '../models/service-time-entry.js';
-import { SupportCase } from '../models/support-case.js';
+/**
+ * TimeEntryApprovalService — the approval gate for Service Time Entries and
+ * the ONLY writer of their commercial snapshots (FR-36/FR-32/FR-35, issue
+ * #1930).
+ *
+ * Approval paths come from the governing Managed Support Plan's
+ * `timeApprovalPolicy`: `automatic` (no principal needed under the
+ * thresholds), `threshold` (an over-threshold automatic entry needs an
+ * operator), `operator` (the `support.approve-time-entry` split), and
+ * `client` (the case's Client, with the operator split as override).
+ *
+ * On approval two deliberately separate rows derive per entry:
+ *
+ * - **SupportCharge** — client side, from the Managed Support Plan only:
+ *   included time consumes first (per case; period windows arrive with usage
+ *   pricing #1925), the remainder meters at the overage (or on-call) rate.
+ *   Rate math uses the CASE's `planSnapshot` when present so later plan edits
+ *   never change history.
+ * - **SupportCompensation** — provider side, from the effective-dated Support
+ *   Compensation Plan only.
+ *
+ * Margin (charge − compensation) stays computable by readers and is NEVER
+ * stored; case-visible audit events carry the charge amount only, never the
+ * compensation. Approved entries freeze (model-enforced); disputes flow
+ * through {@link TimeEntryApprovalService.correct}, which supersedes the
+ * original and re-derives fresh snapshots from the correcting entry.
+ */
+import type { SmrtObjectOptions } from '@happyvertical/smrt-core';
+import { type ServiceTimeEntry, ServiceTimeEntryCollection } from '../models/service-time-entry.js';
+import type { SupportCase } from '../models/support-case.js';
 import { SupportCompensationPlanCollection } from '../models/support-compensation-plan.js';
-import { SupportCharge, SupportChargeCollection, SupportCompensation, SupportCompensationCollection } from '../models/support-settlement.js';
-import { SupportPrincipal } from '../permissions.js';
-import { TimeApprovalPolicy, TimeEntryApprovalPath, TimeEntryEvidence } from '../types.js';
+import { type SupportCharge, SupportChargeCollection, type SupportCompensation, SupportCompensationCollection } from '../models/support-settlement.js';
+import { type SupportPrincipal } from '../permissions.js';
+import type { TimeApprovalPolicy, TimeEntryApprovalPath, TimeEntryEvidence } from '../types.js';
 import { SupportCaseService } from './support-case-service.js';
 /** Thrown when an approval-path or tenant gate refuses the acting principal. */
 export declare class TimeEntryApprovalDeniedError extends Error {

package/dist/smrt-knowledge.json

@@ -3,12 +3,12 @@
   "sensitiveFieldsExcluded": true,
   "generatedAt": "1970-01-01T00:00:00.000Z",
   "packageName": "@happyvertical/smrt-support",
-  "packageVersion": "0.51.31",
+  "packageVersion": "0.51.33",
   "sourceManifestPath": "dist/manifest.json",
   "agentDocPath": "AGENTS.md",
   "sourceHashes": {
-    "manifest": "5e22dc22c230ea9e13b776796293b5730b8bb7fdde566a5c9d42025e0edfd646",
-    "packageJson": "c891268c027d5c403a916721d5054108a381ae98466b922f4db5a01f73c37ab9",
+    "manifest": "1af0eeaf5864a26df69b0d66be551e513e1b4f3cd508c03359b3a15db329446e",
+    "packageJson": "9a6b9a7d8aa643c1b2f073eab710d37a761a47e465f23fd672f804ef3a8e4445",
     "agents": "57d75c4e48c549de0e7e50bfc16d739384cd37f4a0c66f0375d1985b24e6cbdd"
   },
   "exports": [
@@ -34,7 +34,7 @@
     "@types/node": "24.13.6",
     "svelte": "^5.57.1",
     "svelte-check": "^4.7.6",
-    "typescript": "5.9.3",
+    "typescript": "6.0.3",
     "vite": "8.1.4",
     "vitest": "4.1.10"
   },
@@ -1368,6 +1368,7 @@
         }
       ],
       "methods": [
+        "attemptTriageDecision",
         "getMetadata",
         "getPlanSnapshot",
         "initialize",
@@ -1378,6 +1379,14 @@
         "updateMetadata"
       ],
       "methodSignatures": [
+        {
+          "name": "attemptTriageDecision",
+          "async": true,
+          "params": [
+            "request: DecisionRequest"
+          ],
+          "returns": "Promise<DecisionResult | undefined>"
+        },
         {
           "name": "getMetadata",
           "returns": "Record<string, unknown>"
@@ -1475,6 +1484,13 @@
         }
       ],
       "withheldSurfaces": [
+        {
+          "kind": "api",
+          "operation": "attemptTriageDecision",
+          "code": "not-included",
+          "reason": "not listed in api.include",
+          "objectName": "@happyvertical/smrt-support:SupportCase"
+        },
         {
           "kind": "api",
           "operation": "getMetadata",
@@ -3078,6 +3094,12 @@
           "required": false,
           "columnType": "TEXT"
         },
+        {
+          "name": "allowedCategories",
+          "type": "text",
+          "required": false,
+          "columnType": "TEXT"
+        },
         {
           "name": "allowedTools",
           "type": "text",
@@ -3101,15 +3123,21 @@
         }
       ],
       "methods": [
+        "getAllowedCategories",
         "getAllowedTools",
         "getMetadata",
         "getSensitiveCategories",
         "scopeRank",
+        "setAllowedCategories",
         "setAllowedTools",
         "setMetadata",
         "setSensitiveCategories"
       ],
       "methodSignatures": [
+        {
+          "name": "getAllowedCategories",
+          "returns": "string[]"
+        },
         {
           "name": "getAllowedTools",
           "returns": "string[]"
@@ -3126,6 +3154,13 @@
           "name": "scopeRank",
           "returns": "number"
         },
+        {
+          "name": "setAllowedCategories",
+          "params": [
+            "categories: string[]"
+          ],
+          "returns": "void"
+        },
         {
           "name": "setAllowedTools",
           "params": [
@@ -3224,6 +3259,13 @@
         }
       ],
       "withheldSurfaces": [
+        {
+          "kind": "api",
+          "operation": "getAllowedCategories",
+          "code": "not-included",
+          "reason": "not listed in api.include",
+          "objectName": "@happyvertical/smrt-support:SupportPolicy"
+        },
         {
           "kind": "api",
           "operation": "getAllowedTools",
@@ -3252,6 +3294,13 @@
           "reason": "not listed in api.include",
           "objectName": "@happyvertical/smrt-support:SupportPolicy"
         },
+        {
+          "kind": "api",
+          "operation": "setAllowedCategories",
+          "code": "not-included",
+          "reason": "not listed in api.include",
+          "objectName": "@happyvertical/smrt-support:SupportPolicy"
+        },
         {
           "kind": "api",
           "operation": "setAllowedTools",

package/dist/types.d.ts

@@ -45,7 +45,7 @@ export type SupportAiRunPhase = 'acknowledge' | 'classify' | 'answer' | 'trouble
 /** Terminal outcome of one AI workflow phase run. */
 export type SupportAiRunOutcome = 'completed' | 'skipped' | 'failed' | 'handed_off';
 /** What triggered a Human Handoff (FR-28b). */
-export type HumanHandoffTrigger = 'client_request' | 'low_confidence' | 'high_severity' | 'sensitive' | 'failed_resolution' | 'target_risk' | 'policy' | 'manual';
+export type HumanHandoffTrigger = 'client_request' | 'low_confidence' | 'ambiguous_classification' | 'high_severity' | 'sensitive' | 'failed_resolution' | 'target_risk' | 'policy' | 'manual';
 /** Service Time Entry lifecycle (FR-36). */
 export type ServiceTimeEntryStatus = 'draft' | 'submitted' | 'approved' | 'rejected' | 'corrected';
 /**

package/dist/types.d.ts.map

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package/dist/types.js.map

@@ -1 +1 @@
-{"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    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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). 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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). 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package/package.json

@@ -1,6 +1,6 @@
 {
   "name": "@happyvertical/smrt-support",
-  "version": "0.51.31",
+  "version": "0.51.33",
   "smrtJsdoc": "strict",
   "description": "AI-first Support Cases: channel-neutral intake, lifecycle, routing, service targets, and service time for the SMRT framework",
   "type": "module",
@@ -27,14 +27,14 @@
   },
   "dependencies": {
     "@happyvertical/logger": "^0.94.1",
-    "@happyvertical/smrt-chat": "0.51.31",
-    "@happyvertical/smrt-core": "0.51.31",
-    "@happyvertical/smrt-jobs": "0.51.31",
-    "@happyvertical/smrt-messages": "0.51.31",
-    "@happyvertical/smrt-projects": "0.51.31",
-    "@happyvertical/smrt-tenancy": "0.51.31",
-    "@happyvertical/smrt-ui": "0.51.31",
-    "@happyvertical/smrt-users": "0.51.31",
+    "@happyvertical/smrt-chat": "0.51.33",
+    "@happyvertical/smrt-core": "0.51.33",
+    "@happyvertical/smrt-jobs": "0.51.33",
+    "@happyvertical/smrt-messages": "0.51.33",
+    "@happyvertical/smrt-projects": "0.51.33",
+    "@happyvertical/smrt-tenancy": "0.51.33",
+    "@happyvertical/smrt-ui": "0.51.33",
+    "@happyvertical/smrt-users": "0.51.33",
     "@happyvertical/sql": "^0.94.1"
   },
   "peerDependencies": {
@@ -46,13 +46,13 @@
     }
   },
   "devDependencies": {
-    "@happyvertical/smrt-vitest": "0.51.31",
+    "@happyvertical/smrt-vitest": "0.51.33",
     "@sveltejs/package": "^2.5.8",
     "@sveltejs/vite-plugin-svelte": "^7.3.0",
     "@types/node": "24.13.6",
     "svelte": "^5.57.1",
     "svelte-check": "^4.7.6",
-    "typescript": "5.9.3",
+    "typescript": "6.0.3",
     "vite": "8.1.4",
     "vitest": "4.1.10"
   },