crewly 1.20.188 → 1.20.190

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

@@ -0,0 +1,1158 @@
+/**
+ * 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, REPLY_ROUTING_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, parseDue } from './open-item-extractor.js';
+import { deriveQuestionCard, questionSimilarity } from './open-item-card.js';
+import { formatWhen } from '../decisions/decision-card.js';
+import { AgentPromptReferenceService } from '../orc/agent-prompt-reference.service.js';
+/** Thrown for open-item requests the caller must fix (HTTP 4xx). */
+export class OpenItemsError extends Error {
+    status;
+    constructor(status, message) {
+        super(message);
+        this.status = status;
+        this.name = 'OpenItemsError';
+    }
+}
+/** 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;
+}
+/** Whether the owner's message agrees ("可以", "同意", "ok", "go ahead", 👍) and does not hold back. */
+export function isApproval(text) {
+    const t = text.replace(/<@[A-Z0-9]+>/g, ' ').trim().toLowerCase();
+    if (!t || t.length > 120)
+        return false;
+    if (/不(?:行|可以|同意|好|要|用|必)|别|先别|等等|再想想|\bno\b|don'?t|\bwait\b|\bhold\b|\bstop\b|不对/.test(t))
+        return false;
+    return /^(?:ok|okay|yes|yep|yeah|sure|go|go ahead|approved?|lgtm|agreed?|👍|✅|可以|好的?|行|同意|没问题|批准|确认|通过|发吧|做吧|开始吧?|就这样|按你说的)/u.test(t) || /(?:可以|同意|没问题|go ahead|approved?)[。！!.\s]*$/u.test(t);
+}
+/**
+ * Kinds of deliverable a promise can name; a post delivers such a promise
+ * only with a link, an attachment, or the same kind of thing named.
+ */
+const DELIVERABLE_FAMILIES = [
+    ['预览', 'preview'],
+    ['pdf'],
+    ['链接', 'link', 'url'],
+    ['报告', 'report'],
+    ['结论', 'conclusion', 'finding'],
+    ['文章', 'article', '稿', 'draft'],
+    ['名单', 'list'],
+    ['截图', 'screenshot', 'image'],
+    ['文件', 'file', '附件', 'attachment', '表格', 'sheet'],
+];
+/** A post that only acknowledges or reports progress — not a delivery. */
+const NOT_A_DELIVERY = /^\s*(?:(?:收到|好的?|ok(?:ay)?|got it|on it|嗯+|明白)[\s，,。.!！~]*$|(?:在做|正在|还在|马上|稍等|working on|still working|in progress))/i;
+/**
+ * Whether a post plausibly fulfils a promise (specs/2026-10-02-harness-owned-routing.md §5):
+ * the harness marked it as the ticket's delivery; or, for a promise of a
+ * deliverable (preview, PDF, link, report, file…), it carries a link, an
+ * attachment or names the same kind of thing; or, for a plain promise, it
+ * is a substantive post — not an ack, a progress line, or only a question.
+ *
+ * @param promise - The commitment's words
+ * @param message - The post
+ * @returns True when it can be the delivery
+ */
+export function plausiblyFulfils(promise, message) {
+    const meta = message.metadata ?? {};
+    if (meta[REPLY_ROUTING_CONSTANTS.DELIVERS_TICKET_METADATA_KEY])
+        return true;
+    const text = (message.content ?? '').trim();
+    if (!text)
+        return false;
+    const hasLink = /https?:\/\/\S+/i.test(text) || /<https?:[^>]+>/i.test(text);
+    const hasAttachment = (Array.isArray(meta.attachments) && meta.attachments.length > 0) ||
+        (Array.isArray(meta.files) && meta.files.length > 0) ||
+        /\[file uploaded:/i.test(text);
+    const p = promise.toLowerCase();
+    const t = text.toLowerCase();
+    const families = DELIVERABLE_FAMILIES.filter((f) => f.some((w) => p.includes(w)));
+    if (families.length > 0) {
+        return hasLink || hasAttachment || families.some((f) => f.some((w) => t.includes(w)));
+    }
+    if (hasLink || hasAttachment)
+        return true;
+    if (NOT_A_DELIVERY.test(text))
+        return false;
+    // Only a question back ("where should I send it?") is not the delivery.
+    const sentences = text.split(/[。.!！\n]+/).map((x) => x.trim()).filter(Boolean);
+    if (sentences.length > 0 && sentences.every((x) => /[?？]$/.test(x)))
+        return false;
+    return text.length >= OPEN_ITEMS_CONSTANTS.MIN_DELIVERY_CHARS;
+}
+/** Named people / tools a promise mentions (Nova, Vera, CDC…). */
+function namesIn(s) {
+    return new Set((s.match(/\b[A-Z][A-Za-z]{2,}\b/g) ?? []).map((n) => n.toLowerCase()));
+}
+const DELIVERABLE_NOUNS = ['预览', 'preview', 'pdf', '报告', '结论', '文章', '稿', '名单', 'report', 'draft'];
+/**
+ * Whether two commitments are the same promise: the same words, or — from the
+ * same agent within {@link OPEN_ITEMS_CONSTANTS.PROMISE_DUPLICATE_WINDOW_MS} —
+ * very similar words, or the same deliverable (same person named and the same
+ * kind of thing handed over).
+ *
+ * @param a - One item
+ * @param b - The other
+ * @returns True for one promise said twice
+ */
+export function isSamePromise(a, b) {
+    if (a.type !== 'commitment' || b.type !== 'commitment')
+        return false;
+    if (isSameItem(a, b))
+        return true;
+    if (a.agent !== b.agent || Math.abs(Date.parse(a.createdAt) - Date.parse(b.createdAt)) > OPEN_ITEMS_CONSTANTS.PROMISE_DUPLICATE_WINDOW_MS)
+        return false;
+    if (questionSimilarity(a.text, b.text) >= OPEN_ITEMS_CONSTANTS.SAME_QUESTION_SIMILARITY)
+        return true;
+    const na = namesIn(a.text);
+    const shared = [...namesIn(b.text)].some((n) => na.has(n));
+    const la = a.text.toLowerCase();
+    const lb = b.text.toLowerCase();
+    return shared && DELIVERABLE_NOUNS.some((w) => la.includes(w) && lb.includes(w));
+}
+/**
+ * Clip for a one-line mention.
+ *
+ * @param s - Text
+ * @param max - Max characters
+ * @returns Clipped
+ */
+function short(s, max = 120) {
+    const flat = s.replace(/\s+/g, ' ').trim();
+    return flat.length > max ? `${flat.slice(0, max - 1)}…` : flat;
+}
+/**
+ * The reference a follow-up prompt names (specs/2026-10-02-harness-owned-routing.md §4).
+ *
+ * @param request - Request
+ * @param item - Commitment
+ * @returns The ticket (and follow-up work item) the agent answers about
+ */
+export function followUpReference(request, item) {
+    return {
+        ...(typeof request.ticketNumber === 'number' ? { ticket: formatTicketNumber(request.ticketNumber) } : {}),
+        ...(item.workItemId ? { workItemId: item.workItemId } : {}),
+    };
+}
+/**
+ * The exact command a follow-up prompt tells the agent to run — a reference,
+ * never a raw thread key (the harness finds the thread).
+ *
+ * @param ref - Follow-up reference
+ * @returns Command text
+ */
+export function followUpCommand(ref) {
+    if (ref.ticket)
+        return `reply --ticket ${ref.ticket} "<your message>"`;
+    if (ref.workItemId)
+        return `reply --work-item ${ref.workItemId} "<your message>"`;
+    return 'reply "<your message>"';
+}
+/**
+ * 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 === 'user')
+            return this.onOwnerMessage(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 ${message.id})`);
+                this.logger.info('Commitment delivered', { tkt: ticketLabel(request), item: d.id, by: message.senderId });
+            }
+            // The same words twice (a reply recorded both from the reply path and the
+            // Slack mirror) are one item.
+            // A post that delivers something restates it ("结论在下面：…"): the words are
+            // the delivery, not a new promise.
+            const restated = (p) => p.item.type === 'commitment' &&
+                delivered.some((d) => questionSimilarity(d.text, p.item.text) >= OPEN_ITEMS_CONSTANTS.SAME_QUESTION_SIMILARITY);
+            const fresh = planned.filter((p) => !items.some((i) => isSameItem(i, p.item)) && !restated(p));
+            for (const p of fresh) {
+                // The same promise said again (a plan, then "收到，按刚才说的做"): the newest one stands.
+                for (let k = 0; k < items.length; k++) {
+                    if (isSamePromise(items[k], p.item) && ACTIVE_OPEN_ITEM_STATUSES.has(items[k].status)) {
+                        if (items[k].workItemId)
+                            await this.closeFollowUp(items[k].workItemId, 'cancelled', `Superseded by a newer promise (${p.item.id})`);
+                        items[k] = { ...items[k], status: 'superseded', closedAt: at.toISOString(), closedReason: `said again in message ${message.id}` };
+                    }
+                }
+                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);
+        });
+    }
+    /**
+     * The owner posted in a ticket's thread: a yes opens the conditional
+     * promises that wait on them.
+     *
+     * @param message - The owner's message
+     * @returns The request it changed, or null
+     */
+    async onOwnerMessage(message) {
+        if (!message.content?.trim() || !isApproval(message.content))
+            return null;
+        return this.serial(async () => {
+            const all = await this.deps.requests.listAll();
+            const request = all.find((r) => r.status !== 'cancelled' && inRequestThread(r, message) && (r.openItems ?? []).some((i) => i.status === 'waiting_owner'));
+            if (!request)
+                return null;
+            const at = new Date(message.createdAt ?? this.now().getTime());
+            return this.openWaiting(request, at, `the owner said yes in the thread (message ${message.id})`, () => true);
+        });
+    }
+    /**
+     * Open waiting promises: their due time is counted from `at`, and the
+     * follow-up WorkItem is created now.
+     *
+     * @param request - Request
+     * @param at - When the owner agreed
+     * @param why - For the log
+     * @param pick - Which waiting items
+     * @returns The updated request, or null when none matched
+     */
+    async openWaiting(request, at, why, pick) {
+        const pool = await this.deps.listWorkItems().catch(() => []);
+        const items = [];
+        let changed = false;
+        for (const i of request.openItems ?? []) {
+            if (i.status !== 'waiting_owner' || !pick(i)) {
+                items.push(i);
+                continue;
+            }
+            const { due, source } = parseDue(i.text, at);
+            const opened = await this.activate(request, { item: { ...i, status: 'open', due: due.toISOString(), dueSource: source } }, pool);
+            this.logger.info('Conditional promise opened', { tkt: ticketLabel(request), item: i.id, due: opened.due, why });
+            items.push(opened);
+            changed = true;
+        }
+        return changed ? this.save(request, items, false) : null;
+    }
+    /**
+     * 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 = [];
+        for (const [i, c] of found.commitments.entries()) {
+            if (c.waitsOnOwner) {
+                // Conditional on the owner: no due time, no follow-up, no nudges until they say yes.
+                const gate = await this.recentDecision(message.senderId, at);
+                out.push({ item: { ...base('commitment', i + 1), type: 'commitment', text: c.text, status: 'waiting_owner', ...(gate ? { gateDecisionId: gate.id } : {}) } });
+                continue;
+            }
+            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 skipped = await this.deps.skippedQuestion?.(request.id, message.senderId, q.text).catch(() => null);
+            if (skipped) {
+                out.push({ item, skippedDecisionId: skipped.id });
+                continue;
+            }
+            const asked = await this.alreadyAsked(message.senderId, q, at);
+            out.push(asked ? { item, linkedDecisionId: asked.id } : { item, card: deriveQuestionCard(q) });
+        }
+        return out;
+    }
+    /**
+     * The newest ask-owner decision this agent made shortly before `at` (the card a conditional promise waits on).
+     *
+     * @param agent - Agent
+     * @param at - When the promise was made
+     * @returns The decision, or null
+     */
+    async recentDecision(agent, 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.filter((d) => d.kind !== 'reply_question' && Date.parse(d.createdAt) <= at.getTime() + 60_000).sort((a, b) => Date.parse(b.createdAt) - Date.parse(a.createdAt))[0] ?? null;
+    }
+    /**
+     * 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, source = 'live') {
+        const place = slackPlaceOf(request);
+        let item = { ...p.item };
+        if (p.skippedDecisionId) {
+            this.logger.info('Question the owner already skipped — not asked again', { tkt: ticketLabel(request), decisionId: p.skippedDecisionId });
+            return { ...item, status: 'skipped', decisionId: p.skippedDecisionId, closedAt: this.now().toISOString(), closedReason: `owner skipped this before (${p.skippedDecisionId})` };
+        }
+        if (item.type === 'commitment' && item.status === 'waiting_owner') {
+            this.logger.info('Conditional promise — waiting on the owner', { tkt: ticketLabel(request), item: item.id, agent: item.agent, gate: item.gateDecisionId });
+            return 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, source }).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) || item.status === 'waiting_owner')
+                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. A verify pass can stamp the child's
+            // completedAt after the agent has posted, so allow a grace before it.
+            const postedBefore = state.finishedAt ? Date.parse(state.finishedAt) - at : 0;
+            if (postedBefore > OPEN_ITEMS_CONSTANTS.DELIVERY_FINISH_GRACE_MS)
+                return false;
+            // Only a post that plausibly IS the promised thing (spec 2026-10-02 §5).
+            if (!plausiblyFulfils(item.text, message))
+                return false;
+            // A post that makes a new promise is not the delivery.
+            return postedBefore <= 0 || !this.promisesAnew(item, message, at);
+        }
+        if (message.senderId !== item.agent)
+            return false;
+        if (at - Date.parse(item.createdAt) < OPEN_ITEMS_CONSTANTS.MIN_DELIVERY_GAP_MS)
+            return false;
+        if (!plausiblyFulfils(item.text, message))
+            return false;
+        return !this.promisesAnew(item, message, at);
+    }
+    /**
+     * Whether a post makes a NEW promise: restating the one it delivers does not count.
+     *
+     * @param item - The commitment being delivered
+     * @param message - The post
+     * @param at - Its time (epoch ms)
+     * @returns True when it promises something else
+     */
+    promisesAnew(item, message, at) {
+        return extractOpenItems(message.content, { now: new Date(at) }).commitments.some((c) => questionSimilarity(c.text, item.text) < OPEN_ITEMS_CONSTANTS.SAME_QUESTION_SIMILARITY);
+    }
+    /**
+     * The agent that owns a follow-up WorkItem closes it as already delivered:
+     * the open item is closed and the WorkItem finished (no done_by_worker step).
+     *
+     * @param workItemId - The follow-up WorkItem
+     * @param agent - The session closing it (must be the promising agent)
+     * @param summary - What the agent says (where it was delivered)
+     * @returns True when an active item of that agent was closed
+     */
+    async closeByAgent(workItemId, agent, summary) {
+        return this.serial(async () => {
+            const all = await this.deps.requests.listAll();
+            const request = all.find((r) => (r.openItems ?? []).some((i) => i.workItemId === workItemId));
+            if (!request)
+                return false;
+            const target = (request.openItems ?? []).find((i) => i.workItemId === workItemId);
+            if (!target || target.agent !== agent || !ACTIVE_OPEN_ITEM_STATUSES.has(target.status))
+                return false;
+            const at = this.now().toISOString();
+            const items = (request.openItems ?? []).map((i) => i.id === target.id ? { ...i, status: 'delivered', closedAt: at, closedReason: `closed by ${agent}: ${short(summary, 200)}` } : i);
+            await this.deps.closeFollowUp?.(workItemId, 'delivered', `Closed by ${agent}`);
+            await this.save(request, items, false);
+            return true;
+        });
+    }
+    /**
+     * Take planned items onto a request (the backfill's apply step).
+     *
+     * @param requestId - Request
+     * @param planned - Items from {@link plan}
+     * @param opts - `source: 'backfill'` marks the cards it posts as backfilled; `caller` is
+     *   the session of whoever asked for it (logged: who ran an apply)
+     * @returns Updated request, or null when it is gone
+     */
+    async adopt(requestId, planned, opts = {}) {
+        return this.serial(async () => {
+            this.logger.info('Open items adopted (backfill apply)', { requestId, count: planned.length, caller: opts.caller ?? 'unknown', source: opts.source ?? 'live' });
+            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, opts.source ?? 'live'));
+            }
+            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 ref = followUpReference(request, item);
+        const text = `[FOLLOW-UP ${ticketLabel(request)}] The work you promised the owner is ready (${what}) — deliver it now. ` +
+            `You said: "${short(item.text, 200)}". Run: ${followUpCommand(ref)} — Crewly posts it in the ticket's thread; that closes the follow-up.`;
+        const ok = await this.deps.deliverToAgent(item.agent, text).catch(() => false);
+        if (ok)
+            AgentPromptReferenceService.getInstance().note(item.agent, ref, `[FOLLOW-UP ${ticketLabel(request)}]`);
+        this.logger.info('Promised work is ready — agent woken to deliver', { tkt: ticketLabel(request), item: item.id, agent: item.agent, delivered: ok });
+        return { ...item, status: 'ready', readyAt: finishedAt ?? now.toISOString(), ...(ok ? { wokeAt: now.toISOString() } : {}) };
+    }
+    // -------------------------------------------------------------------------
+    // Decisions
+    // -------------------------------------------------------------------------
+    /**
+     * A `reply_question` decision settled: close its open item and give the
+     * agent the answer (the generic decision note).
+     *
+     * @param d - The decision
+     * @param fallback - The generic note
+     * @returns The note for the agent (null when withdrawn)
+     */
+    async onDecisionSettled(d, fallback) {
+        const ref = d.requestRef;
+        if (!ref)
+            return fallback ?? null;
+        // Not awaited: the handler can run inside this service's own chain (the
+        // sweep withdrawing a card), and the note does not depend on the write.
+        void this.serial(async () => {
+            const request = await this.deps.requests.getById(ref.requestId);
+            if (!request)
+                return;
+            const now = this.now().toISOString();
+            const status = itemStatusFor(d);
+            if (status === 'open')
+                return; // parked: still waiting on the owner
+            const answer = d.chosenKey ? d.options.find((o) => o.key === d.chosenKey)?.label : d.answerText;
+            const items = (request.openItems ?? []).map((i) => i.id === ref.itemId && ACTIVE_OPEN_ITEM_STATUSES.has(i.status)
+                ? { ...i, status, closedAt: now, closedReason: `${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;
+    }
+    // -------------------------------------------------------------------------
+    // Owner skips
+    // -------------------------------------------------------------------------
+    /**
+     * The owner skipped an open item ("I don't care about this anymore"). A
+     * promise is closed, its follow-up WorkItem cancelled and the agent told
+     * once to drop it; a question's card is skipped (which closes the item and
+     * tells the agent). The request completes when nothing else is open.
+     *
+     * @param requestId - Request
+     * @param itemId - Open item
+     * @returns The closed item
+     * @throws OpenItemsError(404 / 409)
+     */
+    async skipItem(requestId, itemId) {
+        const request = await this.deps.requests.getById(requestId);
+        if (!request)
+            throw new OpenItemsError(404, `Request ${requestId} not found`);
+        const item = (request.openItems ?? []).find((i) => i.id === itemId);
+        if (!item)
+            throw new OpenItemsError(404, `Open item ${itemId} not found on ${ticketLabel(request)}`);
+        if (!ACTIVE_OPEN_ITEM_STATUSES.has(item.status))
+            throw new OpenItemsError(409, `Open item ${itemId} is already ${item.status}`);
+        // A question with a pending card: skip the card; its settle handler closes the item.
+        if (item.type === 'question' && item.decisionId && this.deps.skipQuestion) {
+            await this.deps.skipQuestion(item.decisionId).catch(() => false);
+        }
+        let note = null;
+        const closed = await this.serial(async () => {
+            const fresh = await this.deps.requests.getById(requestId);
+            const cur = fresh?.openItems?.find((i) => i.id === itemId);
+            if (!fresh || !cur)
+                throw new OpenItemsError(404, `Open item ${itemId} not found`);
+            if (!ACTIVE_OPEN_ITEM_STATUSES.has(cur.status))
+                return cur;
+            const next = { ...cur, status: 'skipped', closedAt: this.now().toISOString(), closedReason: 'skipped by the owner' };
+            if (cur.type === 'commitment') {
+                if (cur.workItemId)
+                    await this.closeFollowUp(cur.workItemId, 'cancelled', 'The owner skipped this promise');
+                note =
+                    `[FOLLOW-UP ${ticketLabel(fresh)}] The owner skipped this — drop it, don't ask again. ` +
+                        `You had promised: "${short(cur.text, 200)}". Don't deliver it unless the owner asks again.`;
+            }
+            else {
+                note = `[FOLLOW-UP ${ticketLabel(fresh)}] The owner skipped this — drop it, don't ask again: "${short(cur.text, 200)}".`;
+            }
+            const items = (fresh.openItems ?? []).map((i) => (i.id === itemId ? next : i));
+            await this.save(fresh, items, false);
+            return next;
+        });
+        if (note)
+            await this.deps.deliverToAgent(closed.agent, note).catch(() => false);
+        this.logger.info('Open item skipped by the owner', { tkt: ticketLabel(request), item: itemId, type: closed.type });
+        return closed;
+    }
+    // -------------------------------------------------------------------------
+    // 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 = itemStatusFor(d);
+            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} ${d.status}`, ...(answer ? { answer } : {}) };
+        }
+        if (item.status === 'waiting_owner') {
+            // No due time, no nudges. A card answer opens it; a declined card closes it.
+            if (!item.gateDecisionId || !this.deps.getDecision)
+                return item;
+            const d = await this.deps.getDecision(item.gateDecisionId).catch(() => null);
+            if (!d || d.status === 'open' || d.status === 'parked')
+                return item;
+            if (d.status === 'cancelled' || d.status === 'expired' || (d.chosenKey && d.yesKey && d.chosenKey !== d.yesKey)) {
+                counts.closed += 1;
+                return { ...item, status: 'superseded', closedAt: nowIso, closedReason: `${d.id} ${d.status}: the owner did not agree` };
+            }
+            const at = d.resolvedAt ? new Date(d.resolvedAt) : now;
+            const { due, source } = parseDue(item.text, at);
+            return this.activate(request, { item: { ...item, status: 'open', due: due.toISOString(), dueSource: source } }, pool);
+        }
+        // Commitment whose follow-up WorkItem was finished or cancelled (by anyone,
+        // through the task API): the item is closed with it, so it cannot nudge or be re-armed.
+        const followUp = item.workItemId ? pool.find((w) => w.id === item.workItemId) : undefined;
+        if (followUp && ['done', 'verified', 'cancelled'].includes(followUp.status)) {
+            counts.closed += 1;
+            const delivered = followUp.status !== 'cancelled';
+            return {
+                ...item,
+                status: delivered ? 'delivered' : 'cancelled',
+                closedAt: nowIso,
+                closedReason: `follow-up ${followUp.id.slice(0, 8)} is ${followUp.status}`,
+            };
+        }
+        // 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 ref = followUpReference(request, current);
+            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, or tell the owner plainly when it will come and why. Run: ${followUpCommand(ref)} — Crewly posts it in the ticket's thread.`;
+            const ok = await this.deps.deliverToAgent(current.agent, text).catch(() => false);
+            if (ok)
+                AgentPromptReferenceService.getInstance().note(current.agent, ref, `[FOLLOW-UP ${ticketLabel(request)}]`);
+            counts.nudged += 1;
+            this.logger.info('Overdue promise — agent nudged', { tkt: ticketLabel(request), item: current.id, agent: current.agent, delivered: ok });
+            return { ...current, status: 'overdue', nudgedAt: nowIso };
+        }
+        if (!current.ownerNotifiedAt && now.getTime() - Date.parse(current.nudgedAt) >= OPEN_ITEMS_CONSTANTS.OWNER_NOTE_AFTER_NUDGE_MS) {
+            const note = await this.ownerNote(request, current, pool, now);
+            const ok = await this.deps.postOwnerNote(request, note).catch(() => false);
+            counts.ownerNotes += 1;
+            this.logger.info('Overdue promise — owner told in the thread', { tkt: ticketLabel(request), item: current.id, posted: ok });
+            return ok ? { ...current, status: 'overdue', ownerNotifiedAt: nowIso } : current;
+        }
+        return current;
+    }
+    /**
+     * The owner's note for a late promise: what, by when, and why it is late.
+     *
+     * @param request - Request
+     * @param item - Commitment
+     * @param pool - Every WorkItem
+     * @param now - Clock
+     * @returns Note text (English harness text; the agent's words quoted)
+     */
+    async ownerNote(request, item, pool, now) {
+        const name = (await this.deps.displayName?.(item.agent).catch(() => undefined)) ?? item.agent;
+        const due = item.due ? formatWhen(new Date(item.due), now) : 'today';
+        const state = childrenState(item.childWorkItemIds ?? [], pool);
+        let why;
+        if (state.pending.length > 0) {
+            const parts = [];
+            for (const w of state.pending.slice(0, 2)) {
+                const who = w.target ? ((await this.deps.displayName?.(w.target).catch(() => undefined)) ?? w.target) : 'nobody';
+                parts.push(`${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) }));
+    }
+}
+/**
+ * The open-item status a settled decision leaves its question in.
+ *
+ * @param d - Decision
+ * @returns Status (`open` while it is still pending)
+ */
+export function itemStatusFor(d) {
+    switch (d.status) {
+        case 'resolved':
+        case 'defaulted':
+            return 'resolved';
+        case 'cancelled':
+            return 'superseded';
+        case 'expired':
+            return 'expired';
+        case 'skipped':
+            return 'skipped';
+        default:
+            return 'open';
+    }
+}
+/**
+ * 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