@platform-modules/civil-aviation-authority 2.3.296 → 2.3.297

package/dist/i18n/workflow-chat-i18n.json

@@ -131,6 +131,58 @@
     "it_helpdesk_wf_routing_resolved": {
       "en": "Workflow routing completed - request resolved at L3",
       "ar": "تم استكمال مسار سير العمل - تم حل الطلب في المستوى الثالث (L3)"
+    },
+    "it_helpdesk_wf_routing_l3_reassign": {
+      "en": "Workflow routed to L3 assignment path - request reassigned by {{userName}}{{comment}}",
+      "ar": "تم توجيه سير العمل إلى مسار تعيين المستوى الثالث (L3) - تمت إعادة تعيين الطلب بواسطة {{userName}}{{comment}}"
+    },
+    "it_helpdesk_wf_routing_direct_approval": {
+      "en": "Workflow routed to direct resolution path - request approved by {{roleName}}{{comment}}",
+      "ar": "تم توجيه سير العمل إلى مسار الحل المباشر - تمت الموافقة على الطلب من قبل {{roleName}}{{comment}}"
+    },
+    "it_helpdesk_wf_routing_decision": {
+      "en": "Workflow decision made - {{status}} by {{roleName}}{{comment}}",
+      "ar": "تم اتخاذ قرار سير العمل - {{statusAr}} الطلب من قبل {{roleName}}{{comment}}"
+    },
+    "it_helpdesk_wf_l3_assignment_pending": {
+      "en": "L3 Technical Support assignment pending - request reassigned by {{roleName}}{{comment}}",
+      "ar": "تعيين دعم المستوى الثالث (L3) قيد الانتظار - تمت إعادة تعيين الطلب من قبل {{roleName}}{{comment}}"
+    },
+    "it_helpdesk_wf_l3_role_approved": {
+      "en": "{{roleName}} approved the request{{comment}}",
+      "ar": "تمت الموافقة على الطلب من قبل {{roleName}}{{commentAr}}"
+    },
+    "it_helpdesk_wf_l3_role_rejected": {
+      "en": "{{roleName}} rejected the request{{comment}}",
+      "ar": "تم رفض الطلب من قبل {{roleName}}{{commentAr}}"
+    },
+    "it_helpdesk_wf_role_outcome_by_user_rejected": {
+      "en": "{{roleName}} rejected the request by {{userName}}{{comment}}",
+      "ar": "تم رفض الطلب من قبل {{roleName}} بواسطة {{userName}}{{comment}}"
+    },
+    "it_helpdesk_wf_role_outcome_by_user_closed": {
+      "en": "{{roleName}} closed the request by {{userName}}{{comment}}",
+      "ar": "تم إغلاق الطلب من قبل {{roleName}} بواسطة {{userName}}{{comment}}"
+    },
+    "it_helpdesk_wf_routing_technician_rejected": {
+      "en": "Workflow routing completed - request rejected at technician level{{comment}}",
+      "ar": "تم استكمال مسار سير العمل - تم رفض الطلب على مستوى الفني{{comment}}"
+    },
+    "it_helpdesk_wf_hos_not_required_rejected": {
+      "en": "HOS notification not required, request rejected by {{userName}}{{comment}}",
+      "ar": "إشعار رئيس القسم غير مطلوب، تم رفض الطلب بواسطة {{userName}}{{comment}}"
+    },
+    "it_helpdesk_wf_hos_not_required_closed": {
+      "en": "HOS notification not required, request closed by {{userName}}{{comment}}",
+      "ar": "إشعار رئيس القسم غير مطلوب، تم إغلاق الطلب بواسطة {{userName}}{{comment}}"
+    },
+    "it_helpdesk_wf_l3_not_required_rejected": {
+      "en": "L3 assignment not required, request rejected by {{userName}}{{comment}}",
+      "ar": "تعيين المستوى الثالث (L3) غير مطلوب، تم رفض الطلب بواسطة {{userName}}{{comment}}"
+    },
+    "it_helpdesk_wf_l3_not_required_closed": {
+      "en": "L3 assignment not required, request closed by {{userName}}{{comment}}",
+      "ar": "تعيين المستوى الثالث (L3) غير مطلوب، تم إغلاق الطلب بواسطة {{userName}}{{comment}}"
     }
   },
   "chatTemplates": {
@@ -262,6 +314,10 @@
     "Pending": "قيد الانتظار",
     "Not Yet Started": "لم يبدأ بعد"
   },
+  "roleLabels": {
+    "L3 Technical Support": "دعم المستوى الثالث (L3) التقني",
+    "IT Technician": "فني تكنولوجيا المعلومات"
+  },
   "chatStatusLabels": {
     "Submitted": "تم التقديم",
     "Received": "تم الاستلام",

package/dist/i18n/workflow-chat-message.builder.d.ts

@@ -264,6 +264,47 @@ export type ItHelpdeskMuscatWorkflowParams = {
     comment?: string | null;
 } | {
     variant: 'routing_resolved';
+} | {
+    variant: 'routing_l3_reassign';
+    userName: string;
+    userArabicName?: string | null;
+    comment?: string | null;
+} | {
+    variant: 'routing_direct_approval';
+    roleName: string;
+    roleArabicName?: string | null;
+    comment?: string | null;
+} | {
+    variant: 'routing_decision';
+    status: string;
+    roleName: string;
+    roleArabicName?: string | null;
+    comment?: string | null;
+} | {
+    variant: 'l3_assignment_pending';
+    roleName: string;
+    roleArabicName?: string | null;
+    comment?: string | null;
+} | {
+    variant: 'l3_role_approved' | 'l3_role_rejected';
+    roleName: string;
+    roleArabicName?: string | null;
+    comment?: string | null;
+} | {
+    variant: 'role_outcome_by_user_rejected' | 'role_outcome_by_user_closed';
+    roleName: string;
+    roleArabicName?: string | null;
+    userName: string;
+    userArabicName?: string | null;
+    comment?: string | null;
+} | {
+    variant: 'routing_technician_rejected';
+    comment?: string | null;
+} | {
+    variant: 'hos_not_required_rejected' | 'hos_not_required_closed' | 'l3_not_required_rejected' | 'l3_not_required_closed';
+    userName: string;
+    userArabicName?: string | null;
+    comment?: string | null;
 };
 export declare function buildItHelpdeskMuscatWorkflowLog(params: ItHelpdeskMuscatWorkflowParams): BilingualText;
 export type LogisticsActualReturnParams = {

package/dist/i18n/workflow-chat-message.builder.js

@@ -67,6 +67,7 @@ const CHAT_TEMPLATES = workflow_chat_i18n_json_1.default.chatTemplates;
 const NOTIFICATION_TEMPLATES = workflow_chat_i18n_json_1.default.notificationTemplates ?? {};
 const WORKFLOW_STATUS_LABELS = workflow_chat_i18n_json_1.default.workflowStatusLabels;
 const CHAT_STATUS_LABELS = workflow_chat_i18n_json_1.default.chatStatusLabels;
+const ROLE_LABELS = workflow_chat_i18n_json_1.default.roleLabels ?? {};
 function getWorkflowChatI18nCatalog() {
     return workflow_chat_i18n_json_1.default;
 }
@@ -457,6 +458,23 @@ function formatColonCommentSuffix(comment) {
     const text = comment?.trim();
     return text ? `: ${text}` : '';
 }
+function formatBilingualColonCommentSuffix(comment) {
+    const text = comment?.trim();
+    if (!text)
+        return { en: '', ar: '' };
+    const statusKey = text.charAt(0).toUpperCase() + text.slice(1).toLowerCase();
+    const arText = resolveChatStatusAr(statusKey) ?? text;
+    return { en: `: ${text}`, ar: `: ${arText}` };
+}
+function splitWorkflowColonComment(content) {
+    const idx = content.indexOf(': ');
+    if (idx <= 0)
+        return { base: content.trim() };
+    return {
+        base: content.slice(0, idx).trim(),
+        comment: content.slice(idx + 2).trim() || undefined,
+    };
+}
 function formatReassignCommentSuffix(comment) {
     const text = comment?.trim();
     return text ? `:${text}` : '';
@@ -724,6 +742,65 @@ function buildItHelpdeskMuscatWorkflowLog(params) {
             return renderSynchronizedWorkflowMessage('it_helpdesk_wf_routing_rejected', { comment }, { comment });
         case 'routing_resolved':
             return workflowTemplate('it_helpdesk_wf_routing_resolved');
+        case 'routing_l3_reassign': {
+            const userEn = params.userName.trim();
+            const userAr = resolveBilingualName(userEn, params.userArabicName);
+            return renderSynchronizedWorkflowMessage('it_helpdesk_wf_routing_l3_reassign', { userName: userEn, comment }, { userName: userAr, comment });
+        }
+        case 'routing_direct_approval': {
+            const roleEn = params.roleName.trim();
+            const roleAr = resolveBilingualName(roleEn, params.roleArabicName);
+            return renderSynchronizedWorkflowMessage('it_helpdesk_wf_routing_direct_approval', { roleName: roleEn, comment }, { roleName: roleAr, comment });
+        }
+        case 'routing_decision': {
+            const roleEn = params.roleName.trim();
+            const roleAr = resolveBilingualName(roleEn, params.roleArabicName);
+            const statusEn = params.status.toLowerCase();
+            const statusAr = resolveItHelpdeskGenericStatusAr(params.status);
+            return renderSynchronizedWorkflowMessage('it_helpdesk_wf_routing_decision', { status: statusEn, statusAr, roleName: roleEn, comment }, { status: statusEn, statusAr, roleName: roleAr, comment });
+        }
+        case 'l3_assignment_pending': {
+            const roleEn = params.roleName.trim();
+            const roleAr = resolveBilingualName(roleEn, params.roleArabicName);
+            return renderSynchronizedWorkflowMessage('it_helpdesk_wf_l3_assignment_pending', { roleName: roleEn, comment }, { roleName: roleAr, comment });
+        }
+        case 'l3_role_approved':
+        case 'l3_role_rejected': {
+            const roleEn = params.roleName.trim();
+            const roleAr = resolveBilingualName(roleEn, params.roleArabicName ?? ROLE_LABELS[roleEn] ?? null);
+            const biComment = formatBilingualColonCommentSuffix(params.comment);
+            const key = params.variant === 'l3_role_approved'
+                ? 'it_helpdesk_wf_l3_role_approved'
+                : 'it_helpdesk_wf_l3_role_rejected';
+            return renderSynchronizedWorkflowMessage(key, { roleName: roleEn, comment: biComment.en }, { roleName: roleAr, commentAr: biComment.ar });
+        }
+        case 'role_outcome_by_user_rejected':
+        case 'role_outcome_by_user_closed': {
+            const roleEn = params.roleName.trim();
+            const roleAr = resolveBilingualName(roleEn, params.roleArabicName);
+            const userEn = params.userName.trim();
+            const userAr = resolveBilingualName(userEn, params.userArabicName);
+            const key = params.variant === 'role_outcome_by_user_rejected'
+                ? 'it_helpdesk_wf_role_outcome_by_user_rejected'
+                : 'it_helpdesk_wf_role_outcome_by_user_closed';
+            return renderSynchronizedWorkflowMessage(key, { roleName: roleEn, userName: userEn, comment }, { roleName: roleAr, userName: userAr, comment });
+        }
+        case 'routing_technician_rejected':
+            return renderSynchronizedWorkflowMessage('it_helpdesk_wf_routing_technician_rejected', { comment }, { comment });
+        case 'hos_not_required_rejected':
+        case 'hos_not_required_closed':
+        case 'l3_not_required_rejected':
+        case 'l3_not_required_closed': {
+            const userEn = params.userName.trim();
+            const userAr = resolveBilingualName(userEn, params.userArabicName);
+            const keyMap = {
+                hos_not_required_rejected: 'it_helpdesk_wf_hos_not_required_rejected',
+                hos_not_required_closed: 'it_helpdesk_wf_hos_not_required_closed',
+                l3_not_required_rejected: 'it_helpdesk_wf_l3_not_required_rejected',
+                l3_not_required_closed: 'it_helpdesk_wf_l3_not_required_closed',
+            };
+            return renderSynchronizedWorkflowMessage(keyMap[params.variant], { userName: userEn, comment }, { userName: userAr, comment });
+        }
         default:
             return workflowTemplate('request_submitted');
     }
@@ -815,19 +892,23 @@ function resolveArabicWorkflowActorName(actors, parsedEnglishName) {
 /** Arabic role/user label for chat templates. */
 function resolveArabicChatRoleName(actors, parsedEnglishRole) {
     const parsed = parsedEnglishRole?.trim();
-    if (actors?.roleName?.trim()) {
-        const actorRole = actors.roleName.trim();
-        if (!parsed || parsed.toLowerCase() === actorRole.toLowerCase()) {
-            return resolveBilingualName(actorRole, actors.roleArabicName);
+    if (parsed) {
+        if (actors?.roleName?.trim() &&
+            parsed.toLowerCase() === actors.roleName.trim().toLowerCase()) {
+            return resolveBilingualName(parsed, actors.roleArabicName);
         }
+        const catalogAr = ROLE_LABELS[parsed];
+        if (catalogAr)
+            return catalogAr;
+        return parsed;
     }
-    if (actors?.roleArabicName?.trim() && parsed) {
-        return resolveBilingualName(parsed, actors.roleArabicName);
+    if (actors?.roleName?.trim()) {
+        return resolveBilingualName(actors.roleName, actors.roleArabicName);
     }
     if (actors?.userName?.trim()) {
         return resolveBilingualName(actors.userName, actors.userArabicName);
     }
-    return resolveBilingualName(parsed, actors?.roleArabicName);
+    return '';
 }
 function escapeRegexLiteral(value) {
     return value.replace(/[.*+?^${}()|[\]\\]/g, '\\$&');
@@ -908,6 +989,14 @@ function buildArabicWorkflowTemplateParams(params, actors) {
         const normalizedStatus = params.status.charAt(0).toUpperCase() + params.status.slice(1).toLowerCase();
         arParams.statusAr = resolveItHelpdeskGenericStatusAr(normalizedStatus);
     }
+    if (params.userName !== undefined) {
+        arParams.userName = actors?.userName?.trim()
+            ? resolveBilingualName(actors.userName, actors.userArabicName)
+            : resolveBilingualName(params.userName.trim(), actors?.userArabicName);
+    }
+    if (params.commentAr !== undefined) {
+        arParams.commentAr = params.commentAr;
+    }
     return arParams;
 }
 function countTemplatePlaceholders(templateEn) {
@@ -916,6 +1005,128 @@ function countTemplatePlaceholders(templateEn) {
 function listWorkflowTemplatesBySpecificity() {
     return Object.entries(WORKFLOW_TEMPLATES).sort(([, a], [, b]) => countTemplatePlaceholders(b.en) - countTemplatePlaceholders(a.en));
 }
+/** Parse legacy IT Helpdesk Muscat EN workflow strings before generic template matching. */
+function tryResolveItHelpdeskMuscatLegacyWorkflowAr(content, actors) {
+    const { base, comment } = splitWorkflowColonComment(content);
+    let m = base.match(/^Workflow routed to L3 assignment path - request reassigned by (.+)$/i);
+    if (m) {
+        return buildItHelpdeskMuscatWorkflowLog({
+            variant: 'routing_l3_reassign',
+            userName: m[1].trim(),
+            userArabicName: actors?.userArabicName,
+            comment,
+        }).ar;
+    }
+    m = base.match(/^Workflow routed to direct resolution path - request approved by (.+)$/i);
+    if (m) {
+        return buildItHelpdeskMuscatWorkflowLog({
+            variant: 'routing_direct_approval',
+            roleName: m[1].trim(),
+            roleArabicName: actors?.roleArabicName,
+            comment,
+        }).ar;
+    }
+    m = base.match(/^Workflow decision made - (\w+) by (.+)$/i);
+    if (m) {
+        return buildItHelpdeskMuscatWorkflowLog({
+            variant: 'routing_decision',
+            status: m[1],
+            roleName: m[2].trim(),
+            roleArabicName: actors?.roleArabicName,
+            comment,
+        }).ar;
+    }
+    m = base.match(/^L3 Technical Support assignment pending - request reassigned by (.+)$/i);
+    if (m) {
+        return buildItHelpdeskMuscatWorkflowLog({
+            variant: 'l3_assignment_pending',
+            roleName: m[1].trim(),
+            roleArabicName: actors?.roleArabicName,
+            comment,
+        }).ar;
+    }
+    m = base.match(/^L3 Technical Support approved the request$/i);
+    if (m) {
+        return buildItHelpdeskMuscatWorkflowLog({
+            variant: 'l3_role_approved',
+            roleName: 'L3 Technical Support',
+            comment,
+        }).ar;
+    }
+    m = base.match(/^L3 Technical Support rejected the request$/i);
+    if (m) {
+        return buildItHelpdeskMuscatWorkflowLog({
+            variant: 'l3_role_rejected',
+            roleName: 'L3 Technical Support',
+            comment,
+        }).ar;
+    }
+    m = base.match(/^(.+?) rejected the request by (.+)$/i);
+    if (m && !m[1].toLowerCase().includes('workflow')) {
+        return buildItHelpdeskMuscatWorkflowLog({
+            variant: 'role_outcome_by_user_rejected',
+            roleName: m[1].trim(),
+            roleArabicName: actors?.roleArabicName,
+            userName: m[2].trim(),
+            userArabicName: actors?.userArabicName,
+            comment,
+        }).ar;
+    }
+    m = base.match(/^(.+?) closed the request by (.+)$/i);
+    if (m) {
+        return buildItHelpdeskMuscatWorkflowLog({
+            variant: 'role_outcome_by_user_closed',
+            roleName: m[1].trim(),
+            roleArabicName: actors?.roleArabicName,
+            userName: m[2].trim(),
+            userArabicName: actors?.userArabicName,
+            comment,
+        }).ar;
+    }
+    if (/^Workflow routing completed - request rejected at technician level$/i.test(base)) {
+        return buildItHelpdeskMuscatWorkflowLog({
+            variant: 'routing_technician_rejected',
+            comment,
+        }).ar;
+    }
+    m = base.match(/^HOS notification not required, request rejected by (.+)$/i);
+    if (m) {
+        return buildItHelpdeskMuscatWorkflowLog({
+            variant: 'hos_not_required_rejected',
+            userName: m[1].trim(),
+            userArabicName: actors?.userArabicName,
+            comment,
+        }).ar;
+    }
+    m = base.match(/^HOS notification not required, request closed by (.+)$/i);
+    if (m) {
+        return buildItHelpdeskMuscatWorkflowLog({
+            variant: 'hos_not_required_closed',
+            userName: m[1].trim(),
+            userArabicName: actors?.userArabicName,
+            comment,
+        }).ar;
+    }
+    m = base.match(/^L3 assignment not required, request rejected by (.+)$/i);
+    if (m) {
+        return buildItHelpdeskMuscatWorkflowLog({
+            variant: 'l3_not_required_rejected',
+            userName: m[1].trim(),
+            userArabicName: actors?.userArabicName,
+            comment,
+        }).ar;
+    }
+    m = base.match(/^L3 assignment not required, request closed by (.+)$/i);
+    if (m) {
+        return buildItHelpdeskMuscatWorkflowLog({
+            variant: 'l3_not_required_closed',
+            userName: m[1].trim(),
+            userArabicName: actors?.userArabicName,
+            comment,
+        }).ar;
+    }
+    return null;
+}
 function resolveWorkflowContentAr(content, actors) {
     if (content == null || content.trim() === '')
         return null;
@@ -924,6 +1135,9 @@ function resolveWorkflowContentAr(content, actors) {
     if (embeddedAssignment) {
         return buildAssignmentWorkflowFieldsFromActors(embeddedAssignment, actors).ar;
     }
+    const itHelpdeskLegacyAr = tryResolveItHelpdeskMuscatLegacyWorkflowAr(normalized, actors);
+    if (itHelpdeskLegacyAr)
+        return itHelpdeskLegacyAr;
     for (const tpl of Object.values(WORKFLOW_TEMPLATES)) {
         if (tpl.en === normalized || tpl.en.toLowerCase() === normalized.toLowerCase())
             return tpl.ar;
@@ -1059,6 +1273,15 @@ function enrichWorkflowLog(log) {
         existingAr.includes(actors.roleName.trim())) {
         content_ar = resolvedAr;
     }
+    const itHelpdeskMixedEnglish = /routed to L3|assignment path|Workflow decision made|L3 Technical Support approved|L3 assignment not required|HOS notification not required|routing completed/i;
+    if (content &&
+        existingAr &&
+        resolvedAr &&
+        existingAr !== resolvedAr &&
+        (itHelpdeskMixedEnglish.test(content) ||
+            /routed to|routing completed|assignment path|\sby\s/i.test(existingAr))) {
+        content_ar = resolvedAr;
+    }
     if ((content_ar == null || content_ar === '') && content) {
         const notificationAr = resolveWorkflowContentAr(content, actors);
         if (notificationAr)

package/package.json

@@ -1,6 +1,6 @@
 {
  "name": "@platform-modules/civil-aviation-authority",
-  "version": "2.3.296",
+  "version": "2.3.297",
  "main": "dist/index.js",
  "types": "dist/index.d.ts",
   "scripts": {

package/src/i18n/workflow-chat-i18n.json

@@ -131,6 +131,58 @@
     "it_helpdesk_wf_routing_resolved": {
       "en": "Workflow routing completed - request resolved at L3",
       "ar": "تم استكمال مسار سير العمل - تم حل الطلب في المستوى الثالث (L3)"
+    },
+    "it_helpdesk_wf_routing_l3_reassign": {
+      "en": "Workflow routed to L3 assignment path - request reassigned by {{userName}}{{comment}}",
+      "ar": "تم توجيه سير العمل إلى مسار تعيين المستوى الثالث (L3) - تمت إعادة تعيين الطلب بواسطة {{userName}}{{comment}}"
+    },
+    "it_helpdesk_wf_routing_direct_approval": {
+      "en": "Workflow routed to direct resolution path - request approved by {{roleName}}{{comment}}",
+      "ar": "تم توجيه سير العمل إلى مسار الحل المباشر - تمت الموافقة على الطلب من قبل {{roleName}}{{comment}}"
+    },
+    "it_helpdesk_wf_routing_decision": {
+      "en": "Workflow decision made - {{status}} by {{roleName}}{{comment}}",
+      "ar": "تم اتخاذ قرار سير العمل - {{statusAr}} الطلب من قبل {{roleName}}{{comment}}"
+    },
+    "it_helpdesk_wf_l3_assignment_pending": {
+      "en": "L3 Technical Support assignment pending - request reassigned by {{roleName}}{{comment}}",
+      "ar": "تعيين دعم المستوى الثالث (L3) قيد الانتظار - تمت إعادة تعيين الطلب من قبل {{roleName}}{{comment}}"
+    },
+    "it_helpdesk_wf_l3_role_approved": {
+      "en": "{{roleName}} approved the request{{comment}}",
+      "ar": "تمت الموافقة على الطلب من قبل {{roleName}}{{commentAr}}"
+    },
+    "it_helpdesk_wf_l3_role_rejected": {
+      "en": "{{roleName}} rejected the request{{comment}}",
+      "ar": "تم رفض الطلب من قبل {{roleName}}{{commentAr}}"
+    },
+    "it_helpdesk_wf_role_outcome_by_user_rejected": {
+      "en": "{{roleName}} rejected the request by {{userName}}{{comment}}",
+      "ar": "تم رفض الطلب من قبل {{roleName}} بواسطة {{userName}}{{comment}}"
+    },
+    "it_helpdesk_wf_role_outcome_by_user_closed": {
+      "en": "{{roleName}} closed the request by {{userName}}{{comment}}",
+      "ar": "تم إغلاق الطلب من قبل {{roleName}} بواسطة {{userName}}{{comment}}"
+    },
+    "it_helpdesk_wf_routing_technician_rejected": {
+      "en": "Workflow routing completed - request rejected at technician level{{comment}}",
+      "ar": "تم استكمال مسار سير العمل - تم رفض الطلب على مستوى الفني{{comment}}"
+    },
+    "it_helpdesk_wf_hos_not_required_rejected": {
+      "en": "HOS notification not required, request rejected by {{userName}}{{comment}}",
+      "ar": "إشعار رئيس القسم غير مطلوب، تم رفض الطلب بواسطة {{userName}}{{comment}}"
+    },
+    "it_helpdesk_wf_hos_not_required_closed": {
+      "en": "HOS notification not required, request closed by {{userName}}{{comment}}",
+      "ar": "إشعار رئيس القسم غير مطلوب، تم إغلاق الطلب بواسطة {{userName}}{{comment}}"
+    },
+    "it_helpdesk_wf_l3_not_required_rejected": {
+      "en": "L3 assignment not required, request rejected by {{userName}}{{comment}}",
+      "ar": "تعيين المستوى الثالث (L3) غير مطلوب، تم رفض الطلب بواسطة {{userName}}{{comment}}"
+    },
+    "it_helpdesk_wf_l3_not_required_closed": {
+      "en": "L3 assignment not required, request closed by {{userName}}{{comment}}",
+      "ar": "تعيين المستوى الثالث (L3) غير مطلوب، تم إغلاق الطلب بواسطة {{userName}}{{comment}}"
     }
   },
   "chatTemplates": {
@@ -262,6 +314,10 @@
     "Pending": "قيد الانتظار",
     "Not Yet Started": "لم يبدأ بعد"
   },
+  "roleLabels": {
+    "L3 Technical Support": "دعم المستوى الثالث (L3) التقني",
+    "IT Technician": "فني تكنولوجيا المعلومات"
+  },
   "chatStatusLabels": {
     "Submitted": "تم التقديم",
     "Received": "تم الاستلام",

package/src/i18n/workflow-chat-message.builder.ts

@@ -65,6 +65,7 @@ const CHAT_TEMPLATES = catalog.chatTemplates as Record<string, BilingualText>;
 const NOTIFICATION_TEMPLATES = (catalog as { notificationTemplates?: Record<string, BilingualText> }).notificationTemplates ?? {};
 const WORKFLOW_STATUS_LABELS = catalog.workflowStatusLabels as Record<string, string>;
 const CHAT_STATUS_LABELS = catalog.chatStatusLabels as Record<string, string>;
+const ROLE_LABELS = (catalog as { roleLabels?: Record<string, string> }).roleLabels ?? {};
 
 export function getWorkflowChatI18nCatalog(): WorkflowChatI18nCatalog {
   return catalog as WorkflowChatI18nCatalog;
@@ -642,6 +643,23 @@ function formatColonCommentSuffix(comment?: string | null): string {
   return text ? `: ${text}` : '';
 }
 
+function formatBilingualColonCommentSuffix(comment?: string | null): { en: string; ar: string } {
+  const text = comment?.trim();
+  if (!text) return { en: '', ar: '' };
+  const statusKey = text.charAt(0).toUpperCase() + text.slice(1).toLowerCase();
+  const arText = resolveChatStatusAr(statusKey) ?? text;
+  return { en: `: ${text}`, ar: `: ${arText}` };
+}
+
+function splitWorkflowColonComment(content: string): { base: string; comment?: string } {
+  const idx = content.indexOf(': ');
+  if (idx <= 0) return { base: content.trim() };
+  return {
+    base: content.slice(0, idx).trim(),
+    comment: content.slice(idx + 2).trim() || undefined,
+  };
+}
+
 function formatReassignCommentSuffix(comment?: string | null): string {
   const text = comment?.trim();
   return text ? `:${text}` : '';
@@ -986,7 +1004,53 @@ export type ItHelpdeskMuscatWorkflowParams =
       roleArabicName?: string | null;
       comment?: string | null;
     }
-  | { variant: 'routing_resolved' };
+  | { variant: 'routing_resolved' }
+  | {
+      variant: 'routing_l3_reassign';
+      userName: string;
+      userArabicName?: string | null;
+      comment?: string | null;
+    }
+  | {
+      variant: 'routing_direct_approval';
+      roleName: string;
+      roleArabicName?: string | null;
+      comment?: string | null;
+    }
+  | {
+      variant: 'routing_decision';
+      status: string;
+      roleName: string;
+      roleArabicName?: string | null;
+      comment?: string | null;
+    }
+  | {
+      variant: 'l3_assignment_pending';
+      roleName: string;
+      roleArabicName?: string | null;
+      comment?: string | null;
+    }
+  | {
+      variant: 'l3_role_approved' | 'l3_role_rejected';
+      roleName: string;
+      roleArabicName?: string | null;
+      comment?: string | null;
+    }
+  | {
+      variant: 'role_outcome_by_user_rejected' | 'role_outcome_by_user_closed';
+      roleName: string;
+      roleArabicName?: string | null;
+      userName: string;
+      userArabicName?: string | null;
+      comment?: string | null;
+    }
+  | { variant: 'routing_technician_rejected'; comment?: string | null }
+  | {
+      variant: 'hos_not_required_rejected' | 'hos_not_required_closed' | 'l3_not_required_rejected' | 'l3_not_required_closed';
+      userName: string;
+      userArabicName?: string | null;
+      comment?: string | null;
+    };
 
 function resolveItHelpdeskGenericStatusAr(status: string): string {
   switch (status.trim()) {
@@ -1151,6 +1215,102 @@ export function buildItHelpdeskMuscatWorkflowLog(params: ItHelpdeskMuscatWorkflo
       );
     case 'routing_resolved':
       return workflowTemplate('it_helpdesk_wf_routing_resolved');
+    case 'routing_l3_reassign': {
+      const userEn = params.userName.trim();
+      const userAr = resolveBilingualName(userEn, params.userArabicName);
+      return renderSynchronizedWorkflowMessage(
+        'it_helpdesk_wf_routing_l3_reassign',
+        { userName: userEn, comment },
+        { userName: userAr, comment },
+      );
+    }
+    case 'routing_direct_approval': {
+      const roleEn = params.roleName.trim();
+      const roleAr = resolveBilingualName(roleEn, params.roleArabicName);
+      return renderSynchronizedWorkflowMessage(
+        'it_helpdesk_wf_routing_direct_approval',
+        { roleName: roleEn, comment },
+        { roleName: roleAr, comment },
+      );
+    }
+    case 'routing_decision': {
+      const roleEn = params.roleName.trim();
+      const roleAr = resolveBilingualName(roleEn, params.roleArabicName);
+      const statusEn = params.status.toLowerCase();
+      const statusAr = resolveItHelpdeskGenericStatusAr(params.status);
+      return renderSynchronizedWorkflowMessage(
+        'it_helpdesk_wf_routing_decision',
+        { status: statusEn, statusAr, roleName: roleEn, comment },
+        { status: statusEn, statusAr, roleName: roleAr, comment },
+      );
+    }
+    case 'l3_assignment_pending': {
+      const roleEn = params.roleName.trim();
+      const roleAr = resolveBilingualName(roleEn, params.roleArabicName);
+      return renderSynchronizedWorkflowMessage(
+        'it_helpdesk_wf_l3_assignment_pending',
+        { roleName: roleEn, comment },
+        { roleName: roleAr, comment },
+      );
+    }
+    case 'l3_role_approved':
+    case 'l3_role_rejected': {
+      const roleEn = params.roleName.trim();
+      const roleAr = resolveBilingualName(
+        roleEn,
+        params.roleArabicName ?? ROLE_LABELS[roleEn] ?? null,
+      );
+      const biComment = formatBilingualColonCommentSuffix(params.comment);
+      const key =
+        params.variant === 'l3_role_approved'
+          ? 'it_helpdesk_wf_l3_role_approved'
+          : 'it_helpdesk_wf_l3_role_rejected';
+      return renderSynchronizedWorkflowMessage(
+        key,
+        { roleName: roleEn, comment: biComment.en },
+        { roleName: roleAr, commentAr: biComment.ar },
+      );
+    }
+    case 'role_outcome_by_user_rejected':
+    case 'role_outcome_by_user_closed': {
+      const roleEn = params.roleName.trim();
+      const roleAr = resolveBilingualName(roleEn, params.roleArabicName);
+      const userEn = params.userName.trim();
+      const userAr = resolveBilingualName(userEn, params.userArabicName);
+      const key =
+        params.variant === 'role_outcome_by_user_rejected'
+          ? 'it_helpdesk_wf_role_outcome_by_user_rejected'
+          : 'it_helpdesk_wf_role_outcome_by_user_closed';
+      return renderSynchronizedWorkflowMessage(
+        key,
+        { roleName: roleEn, userName: userEn, comment },
+        { roleName: roleAr, userName: userAr, comment },
+      );
+    }
+    case 'routing_technician_rejected':
+      return renderSynchronizedWorkflowMessage(
+        'it_helpdesk_wf_routing_technician_rejected',
+        { comment },
+        { comment },
+      );
+    case 'hos_not_required_rejected':
+    case 'hos_not_required_closed':
+    case 'l3_not_required_rejected':
+    case 'l3_not_required_closed': {
+      const userEn = params.userName.trim();
+      const userAr = resolveBilingualName(userEn, params.userArabicName);
+      const keyMap = {
+        hos_not_required_rejected: 'it_helpdesk_wf_hos_not_required_rejected',
+        hos_not_required_closed: 'it_helpdesk_wf_hos_not_required_closed',
+        l3_not_required_rejected: 'it_helpdesk_wf_l3_not_required_rejected',
+        l3_not_required_closed: 'it_helpdesk_wf_l3_not_required_closed',
+      } as const;
+      return renderSynchronizedWorkflowMessage(
+        keyMap[params.variant],
+        { userName: userEn, comment },
+        { userName: userAr, comment },
+      );
+    }
     default:
       return workflowTemplate('request_submitted');
   }
@@ -1287,19 +1447,24 @@ function resolveArabicChatRoleName(
   parsedEnglishRole?: string,
 ): string {
   const parsed = parsedEnglishRole?.trim();
-  if (actors?.roleName?.trim()) {
-    const actorRole = actors.roleName.trim();
-    if (!parsed || parsed.toLowerCase() === actorRole.toLowerCase()) {
-      return resolveBilingualName(actorRole, actors.roleArabicName);
+  if (parsed) {
+    if (
+      actors?.roleName?.trim() &&
+      parsed.toLowerCase() === actors.roleName.trim().toLowerCase()
+    ) {
+      return resolveBilingualName(parsed, actors.roleArabicName);
     }
+    const catalogAr = ROLE_LABELS[parsed];
+    if (catalogAr) return catalogAr;
+    return parsed;
   }
-  if (actors?.roleArabicName?.trim() && parsed) {
-    return resolveBilingualName(parsed, actors.roleArabicName);
+  if (actors?.roleName?.trim()) {
+    return resolveBilingualName(actors.roleName, actors.roleArabicName);
   }
   if (actors?.userName?.trim()) {
     return resolveBilingualName(actors.userName, actors.userArabicName);
   }
-  return resolveBilingualName(parsed, actors?.roleArabicName);
+  return '';
 }
 
 function escapeRegexLiteral(value: string): string {
@@ -1399,6 +1564,14 @@ function buildArabicWorkflowTemplateParams(
       params.status.charAt(0).toUpperCase() + params.status.slice(1).toLowerCase();
     arParams.statusAr = resolveItHelpdeskGenericStatusAr(normalizedStatus);
   }
+  if (params.userName !== undefined) {
+    arParams.userName = actors?.userName?.trim()
+      ? resolveBilingualName(actors.userName, actors.userArabicName)
+      : resolveBilingualName(params.userName.trim(), actors?.userArabicName);
+  }
+  if (params.commentAr !== undefined) {
+    arParams.commentAr = params.commentAr;
+  }
   return arParams;
 }
 
@@ -1412,6 +1585,146 @@ function listWorkflowTemplatesBySpecificity(): Array<[string, BilingualText]> {
   );
 }
 
+/** Parse legacy IT Helpdesk Muscat EN workflow strings before generic template matching. */
+function tryResolveItHelpdeskMuscatLegacyWorkflowAr(
+  content: string,
+  actors?: BilingualActorNames,
+): string | null {
+  const { base, comment } = splitWorkflowColonComment(content);
+
+  let m = base.match(/^Workflow routed to L3 assignment path - request reassigned by (.+)$/i);
+  if (m) {
+    return buildItHelpdeskMuscatWorkflowLog({
+      variant: 'routing_l3_reassign',
+      userName: m[1].trim(),
+      userArabicName: actors?.userArabicName,
+      comment,
+    }).ar;
+  }
+
+  m = base.match(/^Workflow routed to direct resolution path - request approved by (.+)$/i);
+  if (m) {
+    return buildItHelpdeskMuscatWorkflowLog({
+      variant: 'routing_direct_approval',
+      roleName: m[1].trim(),
+      roleArabicName: actors?.roleArabicName,
+      comment,
+    }).ar;
+  }
+
+  m = base.match(/^Workflow decision made - (\w+) by (.+)$/i);
+  if (m) {
+    return buildItHelpdeskMuscatWorkflowLog({
+      variant: 'routing_decision',
+      status: m[1],
+      roleName: m[2].trim(),
+      roleArabicName: actors?.roleArabicName,
+      comment,
+    }).ar;
+  }
+
+  m = base.match(/^L3 Technical Support assignment pending - request reassigned by (.+)$/i);
+  if (m) {
+    return buildItHelpdeskMuscatWorkflowLog({
+      variant: 'l3_assignment_pending',
+      roleName: m[1].trim(),
+      roleArabicName: actors?.roleArabicName,
+      comment,
+    }).ar;
+  }
+
+  m = base.match(/^L3 Technical Support approved the request$/i);
+  if (m) {
+    return buildItHelpdeskMuscatWorkflowLog({
+      variant: 'l3_role_approved',
+      roleName: 'L3 Technical Support',
+      comment,
+    }).ar;
+  }
+
+  m = base.match(/^L3 Technical Support rejected the request$/i);
+  if (m) {
+    return buildItHelpdeskMuscatWorkflowLog({
+      variant: 'l3_role_rejected',
+      roleName: 'L3 Technical Support',
+      comment,
+    }).ar;
+  }
+
+  m = base.match(/^(.+?) rejected the request by (.+)$/i);
+  if (m && !m[1].toLowerCase().includes('workflow')) {
+    return buildItHelpdeskMuscatWorkflowLog({
+      variant: 'role_outcome_by_user_rejected',
+      roleName: m[1].trim(),
+      roleArabicName: actors?.roleArabicName,
+      userName: m[2].trim(),
+      userArabicName: actors?.userArabicName,
+      comment,
+    }).ar;
+  }
+
+  m = base.match(/^(.+?) closed the request by (.+)$/i);
+  if (m) {
+    return buildItHelpdeskMuscatWorkflowLog({
+      variant: 'role_outcome_by_user_closed',
+      roleName: m[1].trim(),
+      roleArabicName: actors?.roleArabicName,
+      userName: m[2].trim(),
+      userArabicName: actors?.userArabicName,
+      comment,
+    }).ar;
+  }
+
+  if (/^Workflow routing completed - request rejected at technician level$/i.test(base)) {
+    return buildItHelpdeskMuscatWorkflowLog({
+      variant: 'routing_technician_rejected',
+      comment,
+    }).ar;
+  }
+
+  m = base.match(/^HOS notification not required, request rejected by (.+)$/i);
+  if (m) {
+    return buildItHelpdeskMuscatWorkflowLog({
+      variant: 'hos_not_required_rejected',
+      userName: m[1].trim(),
+      userArabicName: actors?.userArabicName,
+      comment,
+    }).ar;
+  }
+
+  m = base.match(/^HOS notification not required, request closed by (.+)$/i);
+  if (m) {
+    return buildItHelpdeskMuscatWorkflowLog({
+      variant: 'hos_not_required_closed',
+      userName: m[1].trim(),
+      userArabicName: actors?.userArabicName,
+      comment,
+    }).ar;
+  }
+
+  m = base.match(/^L3 assignment not required, request rejected by (.+)$/i);
+  if (m) {
+    return buildItHelpdeskMuscatWorkflowLog({
+      variant: 'l3_not_required_rejected',
+      userName: m[1].trim(),
+      userArabicName: actors?.userArabicName,
+      comment,
+    }).ar;
+  }
+
+  m = base.match(/^L3 assignment not required, request closed by (.+)$/i);
+  if (m) {
+    return buildItHelpdeskMuscatWorkflowLog({
+      variant: 'l3_not_required_closed',
+      userName: m[1].trim(),
+      userArabicName: actors?.userArabicName,
+      comment,
+    }).ar;
+  }
+
+  return null;
+}
+
 export function resolveWorkflowContentAr(
   content: string | null | undefined,
   actors?: BilingualActorNames,
@@ -1424,6 +1737,9 @@ export function resolveWorkflowContentAr(
     return buildAssignmentWorkflowFieldsFromActors(embeddedAssignment, actors).ar;
   }
 
+  const itHelpdeskLegacyAr = tryResolveItHelpdeskMuscatLegacyWorkflowAr(normalized, actors);
+  if (itHelpdeskLegacyAr) return itHelpdeskLegacyAr;
+
   for (const tpl of Object.values(WORKFLOW_TEMPLATES)) {
     if (tpl.en === normalized || tpl.en.toLowerCase() === normalized.toLowerCase()) return tpl.ar;
   }
@@ -1577,6 +1893,18 @@ export function enrichWorkflowLog(log: Record<string, unknown>): Record<string,
   ) {
     content_ar = resolvedAr;
   }
+  const itHelpdeskMixedEnglish =
+    /routed to L3|assignment path|Workflow decision made|L3 Technical Support approved|L3 assignment not required|HOS notification not required|routing completed/i;
+  if (
+    content &&
+    existingAr &&
+    resolvedAr &&
+    existingAr !== resolvedAr &&
+    (itHelpdeskMixedEnglish.test(content) ||
+      /routed to|routing completed|assignment path|\sby\s/i.test(existingAr))
+  ) {
+    content_ar = resolvedAr;
+  }
   if ((content_ar == null || content_ar === '') && content) {
     const notificationAr = resolveWorkflowContentAr(content, actors);
     if (notificationAr) content_ar = notificationAr;