crewly 1.20.182 → 1.20.184

package/dist/backend/backend/src/services/open-items/open-items.service.js

@@ -0,0 +1,785 @@
+/**
+ * Open items — Crewly tracks what agents promise and ask the owner in their
+ * replies, so nothing is silently dropped (specs/2026-10-01-reply-open-items.md).
+ *
+ * Incident (TKT-185, 2026-10-01): in #book-publish Atlas told the owner "Kai is
+ * going through the four episodes… 明天中午给我，我核过以后挑最有用的几条发你"
+ * and asked "第 13 章「互评当体检用」这个读法，你同意吗？". The ticket was already
+ * closed. Kai finished at 18:14 and Atlas verified it, but nobody delivered
+ * it and Atlas went idle; the question was never tracked.
+ *
+ * Now, for every agent message in a ticket's conversation:
+ *
+ * - **Extract** commitments and owner questions (rules, {@link extractOpenItems}).
+ * - **Hold the ticket open**: items live on `Request.openItems`; while one is
+ *   active the ticket is `awaiting_followup` (RequestService gates `done`).
+ * - **Commitments**: a follow-up WorkItem for the agent, due at the parsed
+ *   time; the delegated child work is linked; when that work is finished
+ *   before the agent delivers, the agent is woken at once ("the work you
+ *   promised the owner is ready — deliver it now"); past the due time the
+ *   agent is nudged once, then the owner is told in the thread what is late
+ *   and why; the agent's next post in the thread once the work is ready
+ *   marks it delivered.
+ * - **Questions**: a decision card in the same thread, asked as the agent,
+ *   with options and a default derived from its words ({@link deriveQuestionCard});
+ *   answers reach the agent through the decision flow. No second card when
+ *   the agent already asked the same thing with ask-owner.
+ *
+ * Collaborators are injected ({@link OpenItemsDeps}); `open-items.wiring.ts`
+ * connects the real ones.
+ *
+ * @module services/open-items/open-items.service
+ */
+import { OPEN_ITEMS_CONSTANTS } from '../../constants.js';
+import { isInterim } from '../slack/slack-typing-placeholder.service.js';
+import { LoggerService } from '../core/logger.service.js';
+import { ACTIVE_OPEN_ITEM_STATUSES } from '../../types/v2/open-item.types.js';
+import { formatTicketNumber } from '../../types/v2/ticket.types.js';
+import { extractOpenItems } from './open-item-extractor.js';
+import { deriveQuestionCard, questionSimilarity } from './open-item-card.js';
+import { formatWhen } from '../decisions/decision-card.js';
+/** Statuses of a child WorkItem that count as finished work. */
+const CHILD_DONE = new Set(['done', 'verified']);
+/** Ticket statuses the service follows (`cancelled` closes items instead). */
+const FOLLOWED = new Set(['open', 'ready', 'running', 'blocked', 'waiting_confirmation', 'awaiting_followup', 'done']);
+// ---------------------------------------------------------------------------
+// Pure helpers
+// ---------------------------------------------------------------------------
+/**
+ * The Slack thread of a request's conversation (`origin.threadRef` is
+ * `slack:<channel>:<ts>`).
+ *
+ * @param request - Request
+ * @returns Place, or null for chat-only conversations
+ */
+export function slackPlaceOf(request) {
+    const ref = request.origin?.threadRef;
+    if (typeof ref !== 'string')
+        return null;
+    const m = /^slack:([CDG][A-Z0-9]+):(\d{6,}\.\d+)$/.exec(ref);
+    return m ? { slackChannelId: m[1], threadTs: m[2] } : null;
+}
+/**
+ * Whether a message is in the request's conversation.
+ *
+ * @param request - Ticket with a chatRef
+ * @param message - chat-v2 message
+ * @returns True for its thread (or its root)
+ */
+export function inRequestThread(request, message) {
+    const ref = request.chatRef;
+    if (!ref || ref.channelId !== message.channelId)
+        return false;
+    const root = message.threadId ?? message.id;
+    return root === ref.threadRootId || root === ref.messageId;
+}
+/**
+ * Whether a WorkItem is bookkeeping (verify / follow-up) rather than work.
+ *
+ * @param wi - WorkItem
+ * @returns True to ignore it as child work
+ */
+function isBookkeeping(wi) {
+    const meta = (wi.metadata ?? {});
+    return (wi.type === 'review' ||
+        wi.id.includes(':verify:') ||
+        typeof meta.verifyOf === 'string' ||
+        meta[OPEN_ITEMS_CONSTANTS.FOLLOW_UP_METADATA_KEY] !== undefined);
+}
+/**
+ * Whether a WorkItem was started for this request's conversation: linked to
+ * the request, or (1.20.183 origin chain) carrying its thread as its origin.
+ *
+ * @param wi - WorkItem
+ * @param request - Request
+ * @returns True when it belongs to the request
+ */
+function belongsTo(wi, request) {
+    if (wi.requestId === request.id || request.workItemIds.includes(wi.id))
+        return true;
+    const origin = wi.metadata?.origin;
+    if (!origin || origin.kind !== 'owner')
+        return false;
+    if (request.chatRef && origin.chatThreadId === request.chatRef.threadRootId)
+        return true;
+    const place = slackPlaceOf(request);
+    return !!place && origin.slackChannelId === place.slackChannelId && origin.threadTs === place.threadTs;
+}
+/**
+ * The delegated child work a commitment waits on: WorkItems of the request
+ * given to someone else, started around the promise and not already finished
+ * before it.
+ *
+ * @param request - Request
+ * @param item - Commitment
+ * @param pool - Every WorkItem
+ * @returns Child WorkItem ids
+ */
+export function childWorkFor(request, item, pool) {
+    const at = Date.parse(item.createdAt);
+    const from = at - OPEN_ITEMS_CONSTANTS.CHILD_LOOKBACK_MS;
+    const to = at + OPEN_ITEMS_CONSTANTS.CHILD_LOOKAHEAD_MS;
+    const out = new Set();
+    for (const wi of pool) {
+        if (isBookkeeping(wi) || !belongsTo(wi, request))
+            continue;
+        if (!wi.target || wi.target === item.agent)
+            continue;
+        if (wi.status === 'cancelled')
+            continue;
+        const created = Date.parse(wi.createdAt);
+        if (!(created >= from && created <= to))
+            continue;
+        const finished = wi.completedAt ? Date.parse(wi.completedAt) : NaN;
+        if (CHILD_DONE.has(wi.status) && Number.isFinite(finished) && finished < at)
+            continue;
+        out.add(wi.id);
+    }
+    return [...out];
+}
+/**
+ * Whether every child of a commitment is finished (cancelled ones ignored).
+ *
+ * @param ids - Child ids
+ * @param pool - Every WorkItem
+ * @returns `ready` with the latest finish time, or not ready (with what is left)
+ */
+export function childrenState(ids, pool) {
+    const byId = new Map(pool.map((w) => [w.id, w]));
+    const pending = [];
+    const done = [];
+    let latest = 0;
+    for (const id of ids) {
+        const wi = byId.get(id);
+        if (!wi || wi.status === 'cancelled')
+            continue;
+        if (CHILD_DONE.has(wi.status)) {
+            done.push(wi);
+            latest = Math.max(latest, Date.parse(wi.completedAt ?? '') || 0);
+        }
+        else {
+            pending.push(wi);
+        }
+    }
+    const ready = done.length > 0 && pending.length === 0;
+    return { ready, ...(ready && latest > 0 ? { finishedAt: new Date(latest).toISOString() } : {}), pending, done };
+}
+/**
+ * Whether two items are the same thing said once: same message, or the same
+ * words by the same agent within {@link OPEN_ITEMS_CONSTANTS.DUPLICATE_WINDOW_MS}.
+ *
+ * @param a - Item
+ * @param b - Item
+ * @returns True for a duplicate
+ */
+export function isSameItem(a, b) {
+    if (a.text !== b.text)
+        return false;
+    if (a.sourceMessageId === b.sourceMessageId)
+        return true;
+    return a.agent === b.agent && Math.abs(Date.parse(a.createdAt) - Date.parse(b.createdAt)) <= OPEN_ITEMS_CONSTANTS.DUPLICATE_WINDOW_MS;
+}
+/**
+ * Clip for a one-line mention.
+ *
+ * @param s - Text
+ * @param max - Max characters
+ * @returns Clipped
+ */
+function short(s, max = 120) {
+    const flat = s.replace(/\s+/g, ' ').trim();
+    return flat.length > max ? `${flat.slice(0, max - 1)}…` : flat;
+}
+/**
+ * `--thread <channel>:<ts>` hint for the agent, when the conversation is in Slack.
+ *
+ * @param request - Request
+ * @returns Hint text (leading space) or empty
+ */
+function threadHint(request) {
+    const place = slackPlaceOf(request);
+    return place ? ` (--thread ${place.slackChannelId}:${place.threadTs})` : '';
+}
+/**
+ * The ticket's display id.
+ *
+ * @param request - Request
+ * @returns `TKT-185`, else the id prefix
+ */
+function ticketLabel(request) {
+    return typeof request.ticketNumber === 'number' ? formatTicketNumber(request.ticketNumber) : request.id.slice(0, 8);
+}
+// ---------------------------------------------------------------------------
+// Service
+// ---------------------------------------------------------------------------
+/**
+ * Tracks commitments and questions on Requests. See module docs.
+ */
+export class OpenItemsService {
+    deps;
+    static instance = null;
+    logger;
+    now;
+    chain = Promise.resolve();
+    timer = null;
+    /**
+     * @param deps - Collaborators
+     */
+    constructor(deps) {
+        this.deps = deps;
+        this.logger = deps.logger ?? LoggerService.getInstance().createComponentLogger('OpenItems');
+        this.now = deps.now ?? (() => new Date());
+    }
+    /** @returns The process-wide instance, or null before wiring */
+    static getInstance() {
+        return OpenItemsService.instance;
+    }
+    /** @param service - Instance to install (null clears) */
+    static setInstance(service) {
+        OpenItemsService.instance = service;
+    }
+    /** Start the periodic sweep. */
+    start() {
+        if (this.timer)
+            return;
+        this.timer = setInterval(() => {
+            void this.sweep().catch((err) => this.logger.warn('Open-items sweep failed', { error: errText(err) }));
+        }, OPEN_ITEMS_CONSTANTS.SWEEP_INTERVAL_MS);
+        this.timer.unref?.();
+    }
+    /** Stop the sweep. */
+    stop() {
+        if (this.timer)
+            clearInterval(this.timer);
+        this.timer = null;
+    }
+    /**
+     * One change at a time (a chat message, a WorkItem event and the sweep may
+     * touch the same request).
+     */
+    serial(fn) {
+        const run = this.chain.then(fn);
+        this.chain = run.catch(() => undefined);
+        return run;
+    }
+    // -------------------------------------------------------------------------
+    // Agent replies
+    // -------------------------------------------------------------------------
+    /**
+     * The ticket an agent message belongs to: the one whose thread it is in
+     * (any status but cancelled, closed within the lookback), else — for a
+     * top-level message — the newest open ticket in that channel the agent is
+     * answering.
+     *
+     * @param message - chat-v2 message
+     * @param all - Every request
+     * @returns The request, or null
+     */
+    findRequestFor(message, all) {
+        const since = this.now().getTime() - OPEN_ITEMS_CONSTANTS.LOOKBACK_MS;
+        const at = message.createdAt ?? this.now().getTime();
+        const tickets = all
+            .filter((r) => typeof r.ticketNumber === 'number' && !!r.chatRef && FOLLOWED.has(r.status) && Date.parse(r.updatedAt) >= since)
+            .sort((a, b) => Date.parse(b.createdAt) - Date.parse(a.createdAt));
+        // Several tickets can share one thread (follow-up asks): the message
+        // belongs to the newest one opened before it — the open one first.
+        const sharing = tickets.filter((r) => inRequestThread(r, message));
+        const openedBefore = sharing.filter((r) => Date.parse(r.createdAt) <= at);
+        const inThread = openedBefore.length > 0 ? openedBefore : sharing;
+        if (inThread.length > 0)
+            return inThread.find((r) => r.status !== 'done') ?? inThread[0];
+        if (message.threadId)
+            return null;
+        return (tickets.find((r) => r.chatRef?.channelId === message.channelId &&
+            r.status !== 'done' &&
+            (r.assignee === message.senderId || r.reply?.by === message.senderId)) ?? null);
+    }
+    /**
+     * An agent posted in chat-v2: mark what it delivered, and track what it
+     * newly promised or asked.
+     *
+     * @param message - The message
+     * @returns The request it changed, or null
+     */
+    async onAgentMessage(message) {
+        if (message.senderType !== 'agent' || !message.content?.trim())
+            return null;
+        // "Got it — on it" placeholders are not the reply.
+        if (isInterim(message))
+            return null;
+        return this.serial(async () => {
+            const all = await this.deps.requests.listAll();
+            const request = this.findRequestFor(message, all);
+            if (!request)
+                return null;
+            const at = new Date(message.createdAt ?? this.now().getTime());
+            const pool = await this.deps.listWorkItems().catch(() => []);
+            const planned = await this.plan(request, message, at);
+            let items = [...(request.openItems ?? [])];
+            let changed = false;
+            // Deliveries first: this post may be what an earlier promise was waiting for.
+            const delivered = this.deliveries(items, message, at, pool);
+            for (const d of delivered) {
+                items = items.map((i) => (i.id === d.id ? d : i));
+                changed = true;
+                if (d.workItemId)
+                    await this.closeFollowUp(d.workItemId, 'delivered', `Delivered to the owner (message ${message.id})`);
+                this.logger.info('Commitment delivered', { tkt: ticketLabel(request), item: d.id, by: message.senderId });
+            }
+            // The same words twice (a reply recorded both from the reply path and the
+            // Slack mirror) are one item.
+            const fresh = planned.filter((p) => !items.some((i) => isSameItem(i, p.item)));
+            for (const p of fresh) {
+                const item = await this.activate(request, p, pool);
+                items.push(item);
+                changed = true;
+            }
+            if (!changed)
+                return null;
+            return this.save(request, items, fresh.length > 0);
+        });
+    }
+    /**
+     * What a message would add, without side effects (also the backfill's view).
+     *
+     * @param request - Its request
+     * @param message - The agent message
+     * @param at - When it was posted
+     * @returns Planned items
+     */
+    async plan(request, message, at) {
+        const names = await this.deps.colleagueNames?.(message.senderId).catch(() => []);
+        const owner = this.deps.ownerSlackUserId?.() ?? (request.origin?.author?.startsWith('U') ? request.origin.author : null);
+        const found = extractOpenItems(message.content, {
+            now: at,
+            ...(names ? { colleagueNames: names } : {}),
+            ...(owner ? { ownerSlackUserId: owner } : {}),
+        });
+        const base = (type, n) => ({
+            id: `${type === 'commitment' ? 'c' : 'q'}-${message.id.slice(0, 8)}-${n}`,
+            agent: message.senderId,
+            sourceMessageId: message.id,
+            createdAt: at.toISOString(),
+            status: 'open',
+        });
+        const out = [];
+        found.commitments.forEach((c, i) => {
+            out.push({ item: { ...base('commitment', i + 1), type: 'commitment', text: c.text, due: c.due.toISOString(), dueSource: c.dueSource } });
+        });
+        let qi = 0;
+        for (const q of found.questions) {
+            qi += 1;
+            const item = { ...base('question', qi), type: 'question', text: q.text };
+            const asked = await this.alreadyAsked(message.senderId, q, at);
+            out.push(asked ? { item, linkedDecisionId: asked.id } : { item, card: deriveQuestionCard(q) });
+        }
+        return out;
+    }
+    /**
+     * The ask-owner decision the agent already made for this question, if any.
+     *
+     * @param agent - Asking agent
+     * @param q - The question
+     * @param at - When it was asked in the reply
+     * @returns The decision, or null
+     */
+    async alreadyAsked(agent, q, at) {
+        if (!this.deps.recentDecisionsBy)
+            return null;
+        const win = OPEN_ITEMS_CONSTANTS.ASK_OWNER_DEDUPE_WINDOW_MS;
+        const recent = await this.deps.recentDecisionsBy(agent, at.getTime() - win).catch(() => []);
+        return (recent.find((d) => d.kind !== 'reply_question' &&
+            Math.abs(Date.parse(d.createdAt) - at.getTime()) <= win &&
+            questionSimilarity(d.question, q.text) >= OPEN_ITEMS_CONSTANTS.SAME_QUESTION_SIMILARITY) ?? null);
+    }
+    /**
+     * Turn a planned item into a tracked one: link child work and queue the
+     * follow-up (commitment), or post / link the card (question).
+     *
+     * @param request - Its request
+     * @param p - Planned item
+     * @param pool - Every WorkItem
+     * @returns The stored item
+     */
+    async activate(request, p, pool) {
+        const place = slackPlaceOf(request);
+        let item = { ...p.item };
+        if (item.type === 'commitment') {
+            const children = childWorkFor(request, item, pool);
+            if (children.length > 0)
+                item.childWorkItemIds = children;
+            const wiId = await this.deps.createFollowUp?.({ request, item, place }).catch((err) => {
+                this.logger.warn('Follow-up WorkItem not created', { tkt: ticketLabel(request), error: errText(err) });
+                return null;
+            });
+            if (wiId)
+                item.workItemId = wiId;
+            this.logger.info('Commitment tracked', { tkt: ticketLabel(request), item: item.id, agent: item.agent, due: item.due, children: children.length });
+            // The child work may already be finished (the promise came late).
+            const state = childrenState(item.childWorkItemIds ?? [], pool);
+            if (state.ready)
+                item = await this.markReady(request, item, state.finishedAt, state.done);
+            return item;
+        }
+        if (p.linkedDecisionId) {
+            item.decisionId = p.linkedDecisionId;
+            this.logger.info('Question already asked with ask-owner — no second card', { tkt: ticketLabel(request), decisionId: p.linkedDecisionId });
+            return item;
+        }
+        if (p.card && this.deps.askQuestion) {
+            const d = await this.deps.askQuestion({ request, item, card: p.card, place }).catch((err) => {
+                this.logger.warn('Question card not posted', { tkt: ticketLabel(request), error: errText(err) });
+                return null;
+            });
+            if (d)
+                item.decisionId = d.id;
+        }
+        this.logger.info('Question tracked', { tkt: ticketLabel(request), item: item.id, agent: item.agent, decisionId: item.decisionId });
+        return item;
+    }
+    /**
+     * Commitments this message delivers.
+     *
+     * @param items - Current items
+     * @param message - The post
+     * @param at - Its time
+     * @param pool - Every WorkItem
+     * @returns Updated (delivered) items
+     */
+    deliveries(items, message, at, pool) {
+        const out = [];
+        for (const item of items) {
+            if (item.type !== 'commitment' || !ACTIVE_OPEN_ITEM_STATUSES.has(item.status))
+                continue;
+            if (!this.deliveredBy(item, { ...message, createdAt: at.getTime() }, pool))
+                continue;
+            out.push({ ...item, status: 'delivered', closedAt: at.toISOString(), closedReason: `posted in the thread (message ${message.id})` });
+        }
+        return out;
+    }
+    /**
+     * Whether a post in the thread delivers a commitment: by the promising
+     * agent (or one doing the child work), once the child work is finished.
+     * With no child work: a later post by the promising agent, at least
+     * {@link OPEN_ITEMS_CONSTANTS.MIN_DELIVERY_GAP_MS} after the promise, that
+     * does not itself promise something new.
+     *
+     * @param item - Commitment
+     * @param message - The post (`createdAt` set)
+     * @param pool - Every WorkItem
+     * @returns True when it is the delivery
+     */
+    deliveredBy(item, message, pool) {
+        if (item.type !== 'commitment' || item.sourceMessageId === message.id)
+            return false;
+        if (message.senderType !== 'agent' || isInterim(message))
+            return false;
+        const at = message.createdAt ?? this.now().getTime();
+        if (at <= Date.parse(item.createdAt))
+            return false;
+        const children = item.childWorkItemIds ?? [];
+        if (children.length > 0) {
+            const childTargets = new Set(pool.filter((w) => children.includes(w.id)).map((w) => w.target));
+            if (message.senderId !== item.agent && !childTargets.has(message.senderId))
+                return false;
+            const state = childrenState(children, pool);
+            if (!state.ready)
+                return false;
+            // Posted after the work was finished.
+            return !state.finishedAt || at >= Date.parse(state.finishedAt);
+        }
+        if (message.senderId !== item.agent)
+            return false;
+        if (at - Date.parse(item.createdAt) < OPEN_ITEMS_CONSTANTS.MIN_DELIVERY_GAP_MS)
+            return false;
+        return extractOpenItems(message.content, { now: new Date(at) }).commitments.length === 0;
+    }
+    /**
+     * Take planned items onto a request (the backfill's apply step).
+     *
+     * @param requestId - Request
+     * @param planned - Items from {@link plan}
+     * @returns Updated request, or null when it is gone
+     */
+    async adopt(requestId, planned) {
+        return this.serial(async () => {
+            const request = await this.deps.requests.getById(requestId);
+            if (!request)
+                return null;
+            const pool = await this.deps.listWorkItems().catch(() => []);
+            const items = [...(request.openItems ?? [])];
+            for (const p of planned) {
+                if (items.some((i) => i.id === p.item.id))
+                    continue;
+                items.push(await this.activate(request, p, pool));
+            }
+            return this.save(request, items, true);
+        });
+    }
+    /**
+     * Store items, and move the request between `done` and `awaiting_followup`.
+     *
+     * @param request - Request as read
+     * @param items - New item list
+     * @param added - New active items were added
+     * @returns Updated request
+     */
+    async save(request, items, added) {
+        const active = items.some((i) => ACTIVE_OPEN_ITEM_STATUSES.has(i.status));
+        if (active && request.status === 'done' && added) {
+            this.logger.info('Closed ticket reopened: its agent left open items in the thread', { tkt: ticketLabel(request) });
+            return this.deps.requests.update(request.id, { openItems: items, status: 'awaiting_followup', reopenForFollowup: true });
+        }
+        if (!active && request.status === 'awaiting_followup') {
+            this.logger.info('Every open item closed — ticket done', { tkt: ticketLabel(request) });
+            return this.deps.requests.update(request.id, { openItems: items, status: 'done', accepted: true, ignoreDeadChildren: true });
+        }
+        return this.deps.requests.update(request.id, { openItems: items });
+    }
+    // -------------------------------------------------------------------------
+    // Child work
+    // -------------------------------------------------------------------------
+    /**
+     * A WorkItem finished (task:done / task:verified): wake whoever promised
+     * the owner the result, if that was the last piece.
+     *
+     * @param workItemId - The WorkItem
+     * @returns Items that became ready
+     */
+    async onWorkItemSettled(workItemId) {
+        return this.serial(async () => {
+            const woken = [];
+            const all = await this.deps.requests.listAll();
+            const affected = all.filter((r) => (r.openItems ?? []).some((i) => i.type === 'commitment' && i.status === 'open' && (i.childWorkItemIds ?? []).includes(workItemId)));
+            if (affected.length === 0)
+                return woken;
+            const pool = await this.deps.listWorkItems();
+            for (const request of affected) {
+                let changed = false;
+                const items = [];
+                for (const item of request.openItems ?? []) {
+                    if (item.type === 'commitment' && item.status === 'open' && (item.childWorkItemIds ?? []).includes(workItemId)) {
+                        const state = childrenState(item.childWorkItemIds ?? [], pool);
+                        if (state.ready) {
+                            const ready = await this.markReady(request, item, state.finishedAt, state.done);
+                            items.push(ready);
+                            woken.push(ready);
+                            changed = true;
+                            continue;
+                        }
+                    }
+                    items.push(item);
+                }
+                if (changed)
+                    await this.deps.requests.update(request.id, { openItems: items });
+            }
+            return woken;
+        });
+    }
+    /**
+     * The child work is finished: wake the agent to deliver.
+     *
+     * @param request - Request
+     * @param item - Commitment
+     * @param finishedAt - When the last child finished
+     * @param done - Finished children
+     * @returns Updated item (`ready`)
+     */
+    async markReady(request, item, finishedAt, done) {
+        const now = this.now();
+        const what = done.map((w) => `"${short(w.title, 80)}"`).join(', ');
+        const text = `[FOLLOW-UP ${ticketLabel(request)}] The work you promised the owner is ready (${what}) — deliver it now. ` +
+            `You said: "${short(item.text, 200)}". Post it in the same thread${threadHint(request)}; that closes the follow-up.`;
+        const ok = await this.deps.deliverToAgent(item.agent, text).catch(() => false);
+        this.logger.info('Promised work is ready — agent woken to deliver', { tkt: ticketLabel(request), item: item.id, agent: item.agent, delivered: ok });
+        return { ...item, status: 'ready', readyAt: finishedAt ?? now.toISOString(), ...(ok ? { wokeAt: now.toISOString() } : {}) };
+    }
+    // -------------------------------------------------------------------------
+    // Decisions
+    // -------------------------------------------------------------------------
+    /**
+     * A `reply_question` decision settled: close its open item and give the
+     * agent the answer (the generic decision note).
+     *
+     * @param d - The decision
+     * @param fallback - The generic note
+     * @returns The note for the agent (null when withdrawn)
+     */
+    async onDecisionSettled(d, fallback) {
+        const ref = d.requestRef;
+        if (!ref)
+            return fallback ?? null;
+        // Not awaited: the handler can run inside this service's own chain (the
+        // sweep withdrawing a card), and the note does not depend on the write.
+        void this.serial(async () => {
+            const request = await this.deps.requests.getById(ref.requestId);
+            if (!request)
+                return;
+            const now = this.now().toISOString();
+            const status = d.status === 'resolved' || d.status === 'defaulted' ? 'resolved' : d.status === 'cancelled' ? 'superseded' : d.status === 'expired' ? 'expired' : 'open';
+            if (status === 'open')
+                return; // parked: still waiting on the owner
+            const answer = d.chosenKey ? d.options.find((o) => o.key === d.chosenKey)?.label : d.answerText;
+            const items = (request.openItems ?? []).map((i) => i.id === ref.itemId && ACTIVE_OPEN_ITEM_STATUSES.has(i.status)
+                ? { ...i, status, closedAt: now, closedReason: `${d.id} ${d.status}`, ...(answer ? { answer } : {}) }
+                : i);
+            await this.save(request, items, false);
+        }).catch((err) => this.logger.warn('Answered question not recorded', { decisionId: d.id, error: errText(err) }));
+        if (d.status === 'cancelled')
+            return null;
+        const reply = d.chosenKey && d.options.find((o) => o.key === d.chosenKey)?.label === OPEN_ITEMS_CONSTANTS.REPLY_LABEL;
+        if (reply) {
+            return `[DECISION ${d.id}] The owner will answer "${d.question}" in words in the thread. Wait for their message there, then act on it.`;
+        }
+        return fallback ?? null;
+    }
+    // -------------------------------------------------------------------------
+    // Sweep
+    // -------------------------------------------------------------------------
+    /**
+     * Periodic pass: link late child work, catch missed readiness, nudge
+     * overdue promises once and then tell the owner, sync answered questions,
+     * expire stale items, close cancelled tickets' items.
+     *
+     * @returns Counts of what happened
+     */
+    async sweep() {
+        return this.serial(async () => {
+            const counts = { ready: 0, nudged: 0, ownerNotes: 0, expired: 0, closed: 0 };
+            const now = this.now();
+            const all = await this.deps.requests.listAll();
+            const tracked = all.filter((r) => r.status === 'awaiting_followup' || (r.openItems ?? []).some((i) => ACTIVE_OPEN_ITEM_STATUSES.has(i.status)));
+            if (tracked.length === 0)
+                return counts;
+            const pool = await this.deps.listWorkItems().catch(() => []);
+            for (const request of tracked) {
+                try {
+                    const before = JSON.stringify(request.openItems);
+                    const items = [];
+                    for (const item of request.openItems ?? [])
+                        items.push(await this.sweepItem(request, item, now, pool, counts));
+                    const changed = JSON.stringify(items) !== before;
+                    const allClosed = !items.some((i) => ACTIVE_OPEN_ITEM_STATUSES.has(i.status));
+                    if (changed || (request.status === 'awaiting_followup' && allClosed))
+                        await this.save(request, items, false);
+                }
+                catch (err) {
+                    this.logger.warn('Open-items sweep step failed', { id: request.id, error: errText(err) });
+                }
+            }
+            if (counts.ready + counts.nudged + counts.ownerNotes + counts.expired + counts.closed > 0) {
+                this.logger.info('Open-items sweep', counts);
+            }
+            return counts;
+        });
+    }
+    /**
+     * One item's sweep step.
+     */
+    async sweepItem(request, item, now, pool, counts) {
+        if (!ACTIVE_OPEN_ITEM_STATUSES.has(item.status))
+            return item;
+        const nowIso = now.toISOString();
+        if (request.status === 'cancelled') {
+            counts.closed += 1;
+            if (item.workItemId)
+                await this.closeFollowUp(item.workItemId, 'cancelled', 'The ticket was cancelled');
+            if (item.decisionId)
+                await this.deps.cancelQuestion?.(item.decisionId, 'ticket cancelled').catch(() => undefined);
+            return { ...item, status: 'cancelled', closedAt: nowIso, closedReason: 'ticket cancelled' };
+        }
+        if (now.getTime() - Date.parse(item.createdAt) >= OPEN_ITEMS_CONSTANTS.EXPIRE_AFTER_MS) {
+            counts.expired += 1;
+            if (item.workItemId)
+                await this.closeFollowUp(item.workItemId, 'cancelled', 'Expired: nothing happened for 7 days');
+            return { ...item, status: 'expired', closedAt: nowIso, closedReason: 'no activity for 7 days' };
+        }
+        if (item.type === 'question') {
+            if (!item.decisionId || !this.deps.getDecision)
+                return item;
+            const d = await this.deps.getDecision(item.decisionId).catch(() => null);
+            if (!d || d.status === 'open' || d.status === 'parked')
+                return item;
+            const status = d.status === 'cancelled' ? 'superseded' : d.status === 'expired' ? 'expired' : 'resolved';
+            const answer = d.chosenKey ? d.options.find((o) => o.key === d.chosenKey)?.label : d.answerText;
+            counts.closed += 1;
+            return { ...item, status, closedAt: nowIso, closedReason: `${d.id} ${d.status}`, ...(answer ? { answer } : {}) };
+        }
+        // Commitment: link child work started after the promise.
+        let current = item;
+        const children = childWorkFor(request, item, pool);
+        if (children.some((id) => !(item.childWorkItemIds ?? []).includes(id))) {
+            current = { ...current, childWorkItemIds: [...new Set([...(item.childWorkItemIds ?? []), ...children])] };
+        }
+        if (current.status === 'open' && (current.childWorkItemIds ?? []).length > 0) {
+            const state = childrenState(current.childWorkItemIds ?? [], pool);
+            if (state.ready) {
+                counts.ready += 1;
+                return this.markReady(request, current, state.finishedAt, state.done);
+            }
+        }
+        const due = current.due ? Date.parse(current.due) : NaN;
+        if (!Number.isFinite(due) || now.getTime() < due)
+            return current;
+        if (!current.nudgedAt) {
+            const text = `[FOLLOW-UP ${ticketLabel(request)}] You promised the owner: "${short(current.text, 200)}" — due ${formatWhen(new Date(due), now)}, and it hasn't been delivered. ` +
+                `Deliver it now in the same thread${threadHint(request)}, or tell the owner plainly when it will come and why.`;
+            const ok = await this.deps.deliverToAgent(current.agent, text).catch(() => false);
+            counts.nudged += 1;
+            this.logger.info('Overdue promise — agent nudged', { tkt: ticketLabel(request), item: current.id, agent: current.agent, delivered: ok });
+            return { ...current, status: 'overdue', nudgedAt: nowIso };
+        }
+        if (!current.ownerNotifiedAt && now.getTime() - Date.parse(current.nudgedAt) >= OPEN_ITEMS_CONSTANTS.OWNER_NOTE_AFTER_NUDGE_MS) {
+            const note = await this.ownerNote(request, current, pool, now);
+            const ok = await this.deps.postOwnerNote(request, note).catch(() => false);
+            counts.ownerNotes += 1;
+            this.logger.info('Overdue promise — owner told in the thread', { tkt: ticketLabel(request), item: current.id, posted: ok });
+            return ok ? { ...current, status: 'overdue', ownerNotifiedAt: nowIso } : current;
+        }
+        return current;
+    }
+    /**
+     * The owner's note for a late promise: what, by when, and why it is late.
+     *
+     * @param request - Request
+     * @param item - Commitment
+     * @param pool - Every WorkItem
+     * @param now - Clock
+     * @returns Note text (English harness text; the agent's words quoted)
+     */
+    async ownerNote(request, item, pool, now) {
+        const name = (await this.deps.displayName?.(item.agent).catch(() => undefined)) ?? item.agent;
+        const due = item.due ? formatWhen(new Date(item.due), now) : 'today';
+        const state = childrenState(item.childWorkItemIds ?? [], pool);
+        let why;
+        if (state.pending.length > 0) {
+            const parts = [];
+            for (const w of state.pending.slice(0, 2)) {
+                const who = w.target ? ((await this.deps.displayName?.(w.target).catch(() => undefined)) ?? w.target) : 'nobody';
+                parts.push(`${who}'s part ("${short(w.title, 60)}") is still ${w.status.replace(/_/g, ' ')}`);
+            }
+            why = parts.join('; ');
+        }
+        else if (state.ready || item.readyAt) {
+            const at = item.readyAt ? formatWhen(new Date(item.readyAt), now) : 'earlier';
+            why = `the work was ready at ${at}, but ${name} hasn't posted it`;
+        }
+        else {
+            why = `${name} hasn't posted it yet`;
+        }
+        return `${name} promised "${short(item.text, 160)}" by ${due}. It hasn't arrived: ${why}. ${name} has been reminded.`;
+    }
+    async closeFollowUp(workItemId, outcome, reason) {
+        await this.deps.closeFollowUp?.(workItemId, outcome, reason).catch((err) => this.logger.debug('Follow-up WorkItem not closed', { workItemId, error: errText(err) }));
+    }
+}
+/**
+ * Message of an unknown error.
+ *
+ * @param err - Thrown value
+ * @returns Text
+ */
+function errText(err) {
+    return err instanceof Error ? err.message : String(err);
+}
+//# sourceMappingURL=open-items.service.js.map