crewly 1.6.0 → 1.6.2

package/dist/backend/backend/src/services/v3/request-sla.subscriber.js

@@ -0,0 +1,1105 @@
+/**
+ * RequestSlaSubscriber (INBOUND-1)
+ *
+ * Closes the user-facing reliability gap noted by Steve on 2026-04-27:
+ * inbound user messages on Slack/Chat-v2 land as Requests today
+ * (`slack-orchestrator-bridge.ts:377`), but no WorkItem is auto-created on
+ * the orchestrator's plate. The orc therefore has no SLA to track and can
+ * silently drop a user request when busy with other work.
+ *
+ * This subscriber listens to `request:created` and — when the Request was
+ * sourced from an inbound user channel (tags include `slack` or `chat-v2`)
+ * — auto-creates a `respond_to_user` WorkItem assigned to the orc with a
+ * 5-minute SLA deadline. If the orc has not transitioned the WI to a
+ * terminal status by 5 minutes, the subscriber emits `request:sla_breached`
+ * (CRITICAL — surfaces in the orc terminal). At 10 minutes the subscriber
+ * fires the *escalation* hook, which the production wiring uses to send a
+ * Slack DM nudge back to the user (so they're never blind to the miss).
+ *
+ * Auto-close paths:
+ *   (a) {@link markResolvedByThread} — `slack-orchestrator-bridge` calls
+ *       this when the orc replies in a thread, so the WI auto-transitions
+ *       to `done` and the SLA timers no-op against a terminal status.
+ *   (b) {@link handleWorkItemQueued} (INBOUND-1.f1) — when the orc decomposes
+ *       a Request into other WorkItems via `taskPool.addToPool`, every new
+ *       WI fires `workitem:queued`. The handler treats decomposition as
+ *       "the orc has done the right thing" and resolves the tracked
+ *       respond_to_user WI with reason `workitem_decompose`. Self-recursion
+ *       is prevented by an id-shape guard
+ *       (`request:${requestId}:respond_to_user`) — the respond_to_user WI's
+ *       own enqueue cannot trigger its own resolution.
+ *   (c) Timer self-check — every breach handler reads the WI status before
+ *       publishing or escalating, so a manual orc completeItem() also
+ *       silences the chain.
+ *
+ * Idempotency contract (Arch Veto V1):
+ *   The respond_to_user WorkItem id is deterministic
+ *   (`request:${requestId}:respond_to_user`); the underlying
+ *   {@link TaskPoolService.addToPool} already short-circuits on duplicate
+ *   id. A redelivered `request:created` event therefore fires the handler
+ *   again, the bridge re-builds the same id, and addToPool no-ops — no
+ *   separate idempotency store is needed.
+ *
+ * No new ingress event types (Arch Veto V7 spirit):
+ *   The orc's revised framing on 2026-04-27 explicitly preferred reusing
+ *   the existing Request creation path over adding new `inbound:*` event
+ *   vocabulary. INBOUND-1 adds two events (`request:created`,
+ *   `request:sla_breached`) that match the Request lifecycle the rest of
+ *   the system already knows about — no parallel ingress entity.
+ *
+ * @module services/v3/request-sla.subscriber
+ */
+import { LoggerService } from '../core/logger.service.js';
+import { ORCHESTRATOR_SESSION_NAME } from '../../constants.js';
+import { formatError } from '../../utils/format-error.js';
+import { DEFAULT_MAX_RETRIES, } from '../../types/v2/work-item.types.js';
+import { TERMINAL_REQUEST_STATUSES, isValidRequestTransition, } from '../../types/v2/request.types.js';
+// ---------------------------------------------------------------------------
+// Module-level singleton accessor (DI for slack-orchestrator-bridge)
+// ---------------------------------------------------------------------------
+/**
+ * The currently-wired RequestSlaSubscriber instance, set by the backend
+ * boot path. The slack-orchestrator-bridge calls
+ * {@link getRequestSlaSubscriber} from a lazy import so we don't form a
+ * static cycle between the bridge and the subscriber at module load.
+ */
+let injectedSubscriber = null;
+/**
+ * Wire the subscriber instance accessible via {@link getRequestSlaSubscriber}.
+ * Called once from boot before the slack listener can dispatch a reply.
+ *
+ * @param sub - The live subscriber, or null to clear (tests)
+ */
+export function setRequestSlaSubscriber(sub) {
+    injectedSubscriber = sub;
+}
+/**
+ * Read the currently-wired subscriber, or null if boot has not finished yet.
+ * Returns null in test setups that don't wire one — callers must tolerate.
+ */
+export function getRequestSlaSubscriber() {
+    return injectedSubscriber;
+}
+// ---------------------------------------------------------------------------
+// Constants
+// ---------------------------------------------------------------------------
+/**
+ * Default SLA breach threshold — orc must respond within this window or
+ * `request:sla_breached` fires with breachLevel=5.
+ */
+export const DEFAULT_SLA_MS = 5 * 60 * 1000;
+/**
+ * Default escalation threshold — at this point the user-facing escalation
+ * hook fires (production: Slack DM back to user).
+ */
+export const DEFAULT_ESCALATION_MS = 10 * 60 * 1000;
+/**
+ * Tags we treat as "user-facing inbound channels" — Requests with any of
+ * these tags get an SLA-tracked respond_to_user WI. Slack is wired today;
+ * `chat-v2` is reserved for the channel-rail Phase E surface.
+ */
+export const DEFAULT_INBOUND_TAGS = ['slack', 'chat-v2'];
+/**
+ * Event types the subscriber listens to.
+ *
+ * - `request:created` (INBOUND-1) — seed a respond_to_user WI for inbound
+ *   user messages.
+ * - `workitem:queued` (INBOUND-1.f1) — auto-close path b: when the orc
+ *   decomposes a Request into other WorkItems, the respond_to_user WI for
+ *   that Request resolves automatically.
+ *
+ * Future iterations may add `request:cancelled` etc. for cleanup.
+ */
+export const REQUEST_SLA_SUBSCRIBED_EVENTS = [
+    'request:created',
+    'workitem:queued',
+];
+/**
+ * Build the deterministic respond_to_user WorkItem id for a Request. The
+ * SLA subscriber uses this both for creating the WI and as the id-shape
+ * guard against self-resolve recursion in {@link handleWorkItemQueued}.
+ *
+ * @param requestId - The Request id
+ * @returns The deterministic WI id
+ */
+export function respondToUserWorkItemId(requestId) {
+    return `request:${requestId}:respond_to_user`;
+}
+/**
+ * Pick the legal terminal status for resolving an SLA-tracked WI. The V3
+ * `WORK_ITEM_TRANSITIONS` matrix (see `types/v2/work-item.types.ts`)
+ * forbids `queued → done`, so the previous `markResolved` always-`'done'`
+ * path was throwing in production while the test fake silently accepted it.
+ *
+ * Mapping:
+ *   - `running`        → `done`      (someone explicitly claimed; close cleanly).
+ *   - `done_by_worker` → `verified`  (the only edge `done_by_worker` permits
+ *     toward terminal-success; `done_by_worker → cancelled` is illegal).
+ *   - `proposed`       → `accepted` then handled separately — but in practice
+ *     the SLA WI never lands here, so we route to `cancelled` (legal).
+ *   - everything else  → `cancelled` (the V3 matrix permits `* → cancelled`
+ *     from all of `queued`/`scheduled`/`accepted`/`blocked`/`escalated`).
+ *
+ * @param current - The WI's current (non-terminal) status.
+ * @returns The legal terminal status to transition into.
+ */
+export function pickResolveTarget(current) {
+    if (current === 'running')
+        return 'done';
+    if (current === 'done_by_worker')
+        return 'verified';
+    return 'cancelled';
+}
+/**
+ * Pick the legal terminal status for FAILING an SLA-tracked WI on
+ * escalation timeout (10-minute miss).
+ *
+ * Mapping:
+ *   - `running`        → `failed`    (canonical fail edge).
+ *   - `done_by_worker` → `rejected`  (the only fail-shaped edge from
+ *     `done_by_worker`; `done_by_worker → failed` is illegal).
+ *   - everything else  → `cancelled` (queued/scheduled/etc. cannot reach
+ *     `failed` directly, so we route them to `cancelled` — matches the
+ *     "we gave up tracking, nothing actually failed" semantic).
+ *
+ * @param current - The WI's current (non-terminal) status.
+ * @returns The legal terminal status to transition into.
+ */
+export function pickFailTarget(current) {
+    if (current === 'running')
+        return 'failed';
+    if (current === 'done_by_worker')
+        return 'rejected';
+    return 'cancelled';
+}
+/**
+ * Compute the legal Request status path from the current state to `done`.
+ * Returns an empty array if the Request is already terminal (no work to
+ * do) — the call site is expected to guard for this.
+ *
+ * Per `REQUEST_TRANSITIONS` in `types/v2/request.types.ts`:
+ *   - `open` → `done`                         (direct)
+ *   - `running` → `done`                      (direct)
+ *   - `waiting_confirmation` → `done`         (direct)
+ *   - `ready` → `running` → `done`            (two-step; ready→done illegal)
+ *   - `blocked` → `running` → `done`          (two-step; blocked→done illegal)
+ *
+ * @param from - Current Request status (must be non-terminal).
+ * @returns Ordered array of statuses to transition through (excluding `from`).
+ */
+export function closeRequestPath(from) {
+    if (from === 'done' || from === 'cancelled')
+        return [];
+    if (isValidRequestTransition(from, 'done'))
+        return ['done'];
+    // ready / blocked: route via running.
+    if (isValidRequestTransition(from, 'running') && isValidRequestTransition('running', 'done')) {
+        return ['running', 'done'];
+    }
+    return [];
+}
+/**
+ * Terminal WorkItem statuses — the SLA timers no-op when the WI has reached
+ * any of these by the time the timer fires. Typed as
+ * `ReadonlySet<WorkItemStatus>` so a future addition (e.g.
+ * `'verified_with_warnings'`) or a typo'd member fails compilation here
+ * rather than silently leaking through. Aligns the JSDoc claim with reality.
+ */
+const TERMINAL_WI_STATUSES = new Set([
+    'done',
+    'cancelled',
+    'failed',
+    'verified',
+    'rejected',
+]);
+/**
+ * Reason tags that represent a VERIFIED actual reply / decomposition by an
+ * agent and therefore permit the parent Request to cascade-close to `done`.
+ *
+ * Defense-in-depth gate for {@link RequestSlaSubscriber.maybeCloseRequest}
+ * (Steve 2026-04-30 incident): even if an upstream caller somehow invokes
+ * `markResolved` with a non-reply reason, the Request must NOT be flipped
+ * to `done` unless the reason is one of these verified paths.
+ *
+ * - `orc_reply`           — slackResolve callback fired (real orc reply via
+ *                           reply-slack skill). Gated by the `fromOrcReply`
+ *                           flag on the orchestrator bridge so timeout
+ *                           placeholders cannot reach this branch.
+ * - `chatv2_reply`        — chat-v2 controller persisted an agent-typed
+ *                           reply to the channel (real agent reply).
+ * - `workitem_decompose`  — the orc decomposed the Request into other WIs;
+ *                           those WIs carry the actual work, so the
+ *                           respond_to_user tracker is silenced and the
+ *                           Request close is gated separately by the
+ *                           sibling-count check.
+ *
+ * Any other reason ({@link RequestSlaSubscriber.failOrphanRespondWi} fires
+ * `escalation_timeout`, callers MAY pass arbitrary diagnostic strings) is
+ * treated as "do NOT auto-close the parent Request".
+ */
+export const VERIFIED_REPLY_REASONS = new Set([
+    'orc_reply',
+    'chatv2_reply',
+    'workitem_decompose',
+]);
+// ---------------------------------------------------------------------------
+// Helpers
+// ---------------------------------------------------------------------------
+/**
+ * Extract the Slack thread timestamp from a Request's
+ * `sourceConversationItemId`. The slack-orchestrator-bridge stamps these
+ * as `slack-${channelId}-${ts}` (see slack-orchestrator-bridge.ts:372),
+ * so the trailing dotted-decimal segment is the threadTs.
+ *
+ * @param sourceId - The Request's sourceConversationItemId
+ * @returns The threadTs, or null if the id doesn't match the Slack shape
+ */
+export function extractSlackThreadTs(sourceId) {
+    if (!sourceId || !sourceId.startsWith('slack-'))
+        return null;
+    // slack-${channelId}-${ts}; channelId may not contain dashes, but ts is
+    // dotted-decimal. We split on '-' and take the last segment as ts.
+    const lastDash = sourceId.lastIndexOf('-');
+    if (lastDash < 0 || lastDash === sourceId.length - 1)
+        return null;
+    const ts = sourceId.slice(lastDash + 1);
+    // ts looks like 1772899923.865659 — at minimum digits + '.'
+    if (!/^\d+\.\d+$/.test(ts))
+        return null;
+    return ts;
+}
+/**
+ * Extract the Slack channel id from a sourceConversationItemId.
+ *
+ * @param sourceId - The Request's sourceConversationItemId
+ * @returns The channelId, or null if the id doesn't match the Slack shape
+ */
+export function extractSlackChannelId(sourceId) {
+    if (!sourceId || !sourceId.startsWith('slack-'))
+        return null;
+    const rest = sourceId.slice('slack-'.length);
+    const lastDash = rest.lastIndexOf('-');
+    if (lastDash < 1)
+        return null;
+    return rest.slice(0, lastDash);
+}
+/**
+ * Inter-field delimiter inside a chat-v2 sourceConversationItemId.
+ * Picked as the double-underscore `__` because production channel +
+ * message ids are minted via `randomUUID()` (4 dashes per UUID) — a
+ * single-dash delimiter would collide with the embedded UUID dashes
+ * and corrupt the round-trip. UUIDs are hex-digits + dashes only and
+ * cannot contain `_`, so `__` is collision-free against any current
+ * or future hex-shaped id. See Arch on PR #364 / INBOUND-2.f1.
+ */
+const CHATV2_FIELD_DELIM = '__';
+/**
+ * Extract the chat-v2 channel id from a Request's
+ * `sourceConversationItemId`. The chat-v2 controller (INBOUND-2) stamps
+ * these as `chatv2-${channelId}__${messageId}` — UUID-safe delimiter.
+ *
+ * @param sourceId - The Request's sourceConversationItemId
+ * @returns The channelId, or null if the id doesn't match the chat-v2 shape
+ */
+export function extractChatV2ChannelId(sourceId) {
+    if (!sourceId || !sourceId.startsWith('chatv2-'))
+        return null;
+    const rest = sourceId.slice('chatv2-'.length);
+    const sep = rest.indexOf(CHATV2_FIELD_DELIM);
+    if (sep < 1)
+        return null;
+    return rest.slice(0, sep);
+}
+/**
+ * Extract the chat-v2 message id from a `chatv2-${channelId}__${messageId}`
+ * sourceConversationItemId. The messageId acts as the auto-close lookup
+ * key analog to a Slack threadTs.
+ *
+ * @param sourceId - The Request's sourceConversationItemId
+ * @returns The messageId, or null if the id doesn't match the chat-v2 shape
+ */
+export function extractChatV2MessageId(sourceId) {
+    if (!sourceId || !sourceId.startsWith('chatv2-'))
+        return null;
+    const rest = sourceId.slice('chatv2-'.length);
+    const sep = rest.indexOf(CHATV2_FIELD_DELIM);
+    if (sep < 0)
+        return null;
+    const id = rest.slice(sep + CHATV2_FIELD_DELIM.length);
+    if (id.length === 0)
+        return null;
+    return id;
+}
+// ---------------------------------------------------------------------------
+// Errors
+// ---------------------------------------------------------------------------
+/**
+ * Thrown when the subscriber cannot resolve a Request for an event. The
+ * Request was deleted between publish and dispatch — rare, but observable
+ * in tests, so we encode the case as a typed error.
+ */
+export class RequestNotFoundError extends Error {
+    constructor(message) {
+        super(message);
+        this.name = 'RequestNotFoundError';
+    }
+}
+/**
+ * RequestSlaSubscriber — the INBOUND-1 deliverable.
+ *
+ * @example
+ * ```typescript
+ * const sub = RequestSlaSubscriber.boot(eventBus, slackEscalationFn);
+ * sub.start();
+ * // … on shutdown:
+ * sub.stop();
+ * ```
+ */
+export class RequestSlaSubscriber {
+    eventBus;
+    taskPool;
+    requestService;
+    sendEscalationDm;
+    orchestratorSession;
+    slaMs;
+    escalationMs;
+    inboundTags;
+    logger;
+    unsubscribers = [];
+    started = false;
+    /** requestId → tracked record; primary index for breach handlers. */
+    trackedByRequest = new Map();
+    /** Slack threadTs → requestId; secondary index for {@link markResolvedByThread}. */
+    threadIndex = new Map();
+    /**
+     * chat-v2 channelId → requestId. INBOUND-2 secondary index used by
+     * {@link markResolvedByChatV2}. Last-write-wins when multiple inbound
+     * Requests pile up in the same channel — v1 polish accepts the simpler
+     * 1:1 semantics; the orphan handler still cleans the WI on escalation.
+     */
+    chatV2Index = new Map();
+    /** In-flight async dispatch promises (test affordance). */
+    pendingDispatches = new Set();
+    constructor(deps) {
+        this.eventBus = deps.eventBus;
+        this.taskPool = deps.taskPool;
+        this.requestService = deps.requestService;
+        this.sendEscalationDm = deps.sendEscalationDm;
+        this.orchestratorSession = deps.orchestratorSession ?? ORCHESTRATOR_SESSION_NAME;
+        this.slaMs = deps.slaMs ?? DEFAULT_SLA_MS;
+        this.escalationMs = deps.escalationMs ?? DEFAULT_ESCALATION_MS;
+        this.inboundTags = new Set(deps.inboundTags ?? DEFAULT_INBOUND_TAGS);
+        this.logger =
+            deps.logger ?? LoggerService.getInstance().createComponentLogger('RequestSlaSubscriber');
+    }
+    /**
+     * Production wiring helper. Tests should use the constructor directly.
+     *
+     * @param eventBus - Live event bus
+     * @param requestService - Live RequestService
+     * @param taskPool - Live TaskPoolService
+     * @param sendEscalationDm - Slack DM callback for the 10-minute escalation
+     * @returns A subscriber ready to `start()`
+     */
+    static boot(eventBus, requestService, taskPool, sendEscalationDm) {
+        return new RequestSlaSubscriber({
+            eventBus,
+            taskPool,
+            requestService,
+            sendEscalationDm,
+        });
+    }
+    /**
+     * Subscribe + register the in-process handlers. Idempotent.
+     */
+    start() {
+        if (this.started)
+            return;
+        this.started = true;
+        for (const eventType of REQUEST_SLA_SUBSCRIBED_EVENTS) {
+            this.unsubscribers.push(this.eventBus.onInProcess(eventType, (e) => this.safeDispatch(eventType, e)));
+        }
+        this.logger.info('RequestSlaSubscriber subscribed', {
+            eventTypes: REQUEST_SLA_SUBSCRIBED_EVENTS,
+            slaMs: this.slaMs,
+            escalationMs: this.escalationMs,
+            orchestratorSession: this.orchestratorSession,
+        });
+    }
+    /**
+     * Wait for in-flight async dispatches to settle. Test affordance.
+     */
+    async flushPending() {
+        while (this.pendingDispatches.size > 0) {
+            const inFlight = Array.from(this.pendingDispatches);
+            await Promise.allSettled(inFlight);
+        }
+    }
+    /**
+     * Detach subscriptions + clear all SLA timers. Safe to call repeatedly.
+     */
+    stop() {
+        for (const unsubscribe of this.unsubscribers) {
+            try {
+                unsubscribe();
+            }
+            catch (err) {
+                this.logger.warn('SLA unsubscribe threw', { error: formatError(err) });
+            }
+        }
+        this.unsubscribers = [];
+        for (const tracked of this.trackedByRequest.values()) {
+            clearTimeout(tracked.breachTimer);
+            clearTimeout(tracked.escalationTimer);
+        }
+        this.trackedByRequest.clear();
+        this.threadIndex.clear();
+        this.chatV2Index.clear();
+        this.started = false;
+        this.logger.info('RequestSlaSubscriber stopped');
+    }
+    /**
+     * Mark an in-flight respond_to_user WI as done because the orchestrator
+     * just replied to the matching Slack thread. Called by
+     * {@link slack-orchestrator-bridge.sendSlackResponse}.
+     *
+     * Best-effort: a non-Slack-shaped or unknown threadTs is a no-op.
+     *
+     * @param threadTs - The Slack message timestamp the orc replied to
+     */
+    async markResolvedByThread(threadTs) {
+        if (!threadTs)
+            return;
+        const requestId = this.threadIndex.get(threadTs);
+        if (!requestId)
+            return;
+        await this.markResolved(requestId, 'orc_reply');
+    }
+    /**
+     * INBOUND-2: mark the in-flight respond_to_user WI as done because an
+     * agent replied in the chat-v2 channel where the user's message arrived.
+     * Called by `chat-v2.controller.sendMessage` after a `senderType=agent`
+     * message persists to the channel.
+     *
+     * Best-effort: a non-tracked or unknown channelId is a no-op.
+     *
+     * @param channelId - The chat-v2 channel where the agent just replied
+     */
+    async markResolvedByChatV2(channelId) {
+        if (!channelId)
+            return;
+        const requestId = this.chatV2Index.get(channelId);
+        if (!requestId)
+            return;
+        await this.markResolved(requestId, 'chatv2_reply');
+    }
+    /**
+     * Mark an in-flight respond_to_user WI as resolved by Request id (e.g. the
+     * orc replied on Slack, or decomposed the Request into other WorkItems and
+     * we want to silence the SLA chain). After the WI transitions, we also
+     * cascade the close to the parent Request when this was the last
+     * non-terminal WI for it (Steve 2026-04-29: Requests stuck on "Active" in
+     * /tasks UI even after the team replied).
+     *
+     * Transition path is selected from the WI's current status to satisfy the
+     * V3 state machine — `transitionStatus` enforces `WORK_ITEM_TRANSITIONS`
+     * and `queued → done` is NOT a legal edge:
+     *   - `queued` → `cancelled`: SLA tracker was a placeholder, never claimed.
+     *     Semantic: "no longer needed because the orc handled this directly".
+     *   - `running` → `done`:    Someone explicitly claimed the SLA WI; close
+     *     it as a normal completion.
+     *   - terminal status:        no-op (already settled).
+     *
+     * Before this fix, `markResolved` always called `transitionStatus(_, 'done')`
+     * which threw on the queued case, the catch swallowed it at warn level, the
+     * WI stayed `queued` forever, and the Request never closed — the
+     * user-reported "Active count never goes down" bug.
+     *
+     * @param requestId - The Request whose SLA chain should be silenced
+     * @param reason    - Diagnostic tag (`orc_reply` / `chatv2_reply` /
+     *   `workitem_decompose`) recorded in WI metadata + Request `result`.
+     */
+    async markResolved(requestId, reason) {
+        const tracked = this.trackedByRequest.get(requestId);
+        if (!tracked)
+            return;
+        // Clear timers BEFORE the await so a concurrent breach can't fire after
+        // we've decided to resolve.
+        clearTimeout(tracked.breachTimer);
+        clearTimeout(tracked.escalationTimer);
+        this.trackedByRequest.delete(requestId);
+        if (tracked.threadTs)
+            this.threadIndex.delete(tracked.threadTs);
+        if (tracked.chatV2ChannelId)
+            this.chatV2Index.delete(tracked.chatV2ChannelId);
+        try {
+            const wi = await this.taskPool.findWorkItem(tracked.workItemId);
+            if (wi && !TERMINAL_WI_STATUSES.has(wi.status)) {
+                const target = pickResolveTarget(wi.status);
+                await this.taskPool.transitionStatus(tracked.workItemId, target, 'system', (item) => {
+                    item.metadata = {
+                        ...(item.metadata ?? {}),
+                        slaResolvedReason: reason,
+                        slaResolvedAt: new Date().toISOString(),
+                    };
+                });
+                this.logger.info('SLA WorkItem auto-resolved', {
+                    workItemId: tracked.workItemId,
+                    requestId,
+                    reason,
+                    fromStatus: wi.status,
+                    toStatus: target,
+                });
+            }
+            // Cascade: close the parent Request when this was the last live WI.
+            // Runs even if the WI was already terminal — covers the case where
+            // the WI was closed out-of-band but the Request didn't get cascaded.
+            await this.maybeCloseRequest(requestId, reason);
+        }
+        catch (err) {
+            this.logger.warn('SLA auto-resolve threw', {
+                workItemId: tracked.workItemId,
+                requestId,
+                error: formatError(err),
+            });
+        }
+    }
+    /**
+     * Cascade close the parent Request after an SLA-tracked WI resolves.
+     *
+     * The Request is moved to `done` only when ALL of:
+     *   1. `reason` is in {@link VERIFIED_REPLY_REASONS} (defense-in-depth
+     *      against false-resolve paths — see Steve 2026-04-30 incident,
+     *      where a `responseTimeoutMs` placeholder fired
+     *      `markResolvedByThread` and cascaded the Request to `done`
+     *      without an actual orc reply).
+     *   2. it exists and is not already terminal (`done`/`cancelled`), AND
+     *   3. no other non-terminal WIs remain for it (the orc may have
+     *      decomposed the Request into other WIs that are still in flight —
+     *      in that case we leave the Request alone and let the existing
+     *      `cascadeRequestStatus` machinery in v3-data.service close it
+     *      when those WIs finish).
+     *
+     * Picks the shortest legal transition path per `REQUEST_TRANSITIONS`:
+     *   - `open` / `running` / `waiting_confirmation` → `done` (direct)
+     *   - `ready` / `blocked`                         → `running` → `done`
+     *
+     * Errors are caught at the call site (markResolved); this method must
+     * never propagate, so a Request-update failure does not leak into the
+     * Slack-reply flow.
+     *
+     * @param requestId - The Request to close.
+     * @param reason    - The same reason tag recorded on the WI; passed
+     *   through to `Request.result` so the UI shows why it auto-closed.
+     */
+    async maybeCloseRequest(requestId, reason) {
+        // Defense-in-depth: even if an upstream caller wires `markResolved` with
+        // a non-reply reason in the future, the cascade close is suppressed
+        // unless the reason is one we recognise as a verified actual reply or
+        // decomposition path. The primary fix lives in the orchestrator bridge
+        // (`fromOrcReply` flag); this gate is the second line of defense.
+        if (!VERIFIED_REPLY_REASONS.has(reason)) {
+            this.logger.debug('Request cascade close skipped — reason not in verified-reply set', {
+                requestId,
+                reason,
+            });
+            return;
+        }
+        const request = await this.requestService.getById(requestId);
+        if (!request)
+            return;
+        if (TERMINAL_REQUEST_STATUSES.has(request.status))
+            return;
+        const otherActiveCount = await this.countOtherActiveWorkItems(requestId);
+        if (otherActiveCount > 0) {
+            this.logger.debug('Request kept open — other non-terminal WIs still in flight', {
+                requestId,
+                otherActiveCount,
+                reason,
+            });
+            return;
+        }
+        const path = closeRequestPath(request.status);
+        if (path.length === 0) {
+            // Should be impossible given the TERMINAL guard above, but be defensive.
+            return;
+        }
+        try {
+            for (const next of path) {
+                await this.requestService.update(requestId, {
+                    status: next,
+                    ...(next === 'done' ? { result: `Auto-closed by SLA: ${reason}` } : {}),
+                });
+            }
+            this.logger.info('Request auto-closed by SLA cascade', {
+                requestId,
+                from: request.status,
+                path,
+                reason,
+            });
+        }
+        catch (err) {
+            this.logger.warn('Request auto-close threw', {
+                requestId,
+                from: request.status,
+                path,
+                error: formatError(err),
+            });
+        }
+    }
+    /**
+     * Count WorkItems linked to the given Request that are NOT the SLA tracker
+     * AND are still non-terminal. Returns 0 when only the SLA tracker existed.
+     *
+     * @param requestId - The Request id to scan.
+     * @returns Count of other in-flight WorkItems.
+     */
+    async countOtherActiveWorkItems(requestId) {
+        const slaWiId = respondToUserWorkItemId(requestId);
+        const all = await this.taskPool.getAllItems();
+        let count = 0;
+        for (const wi of all) {
+            if (wi.requestId !== requestId)
+                continue;
+            if (wi.id === slaWiId)
+                continue;
+            if (TERMINAL_WI_STATUSES.has(wi.status))
+                continue;
+            count += 1;
+        }
+        return count;
+    }
+    /**
+     * Snapshot of the tracked-WI count. Test affordance.
+     */
+    get trackedCount() {
+        return this.trackedByRequest.size;
+    }
+    // -------------------------------------------------------------------------
+    // Internals
+    // -------------------------------------------------------------------------
+    /**
+     * `request:created` handler. Filters by inbound tag, creates the
+     * respond_to_user WI, and schedules the breach + escalation timers.
+     */
+    handleRequestCreated = async (event) => {
+        if (!event.requestId) {
+            this.logger.debug('request:created event missing requestId', { eventId: event.id });
+            return;
+        }
+        const request = await this.requestService.getById(event.requestId);
+        if (!request) {
+            // Persistence failed asynchronously, or the Request was deleted
+            // between publish and dispatch. Log and bail.
+            this.logger.warn('request:created references unknown Request', {
+                requestId: event.requestId,
+            });
+            return;
+        }
+        if (!this.matchesInboundTag(request.tags)) {
+            this.logger.debug('request:created skipping non-inbound source', {
+                requestId: request.id,
+                tags: request.tags,
+            });
+            return;
+        }
+        const wiId = respondToUserWorkItemId(request.id);
+        // Detect source kind from sourceConversationItemId shape. Slack ids
+        // start with `slack-`; chat-v2 ids start with `chatv2-` (INBOUND-2).
+        const threadTs = extractSlackThreadTs(request.sourceConversationItemId);
+        const channelId = extractSlackChannelId(request.sourceConversationItemId);
+        const chatV2ChannelId = extractChatV2ChannelId(request.sourceConversationItemId);
+        const chatV2MessageId = extractChatV2MessageId(request.sourceConversationItemId);
+        const source = threadTs
+            ? 'slack'
+            : chatV2ChannelId
+                ? 'chat-v2'
+                : 'unknown';
+        const wi = this.buildRespondWorkItem(request, wiId, {
+            source,
+            threadTs,
+            channelId,
+            chatV2ChannelId,
+            chatV2MessageId,
+        });
+        // addToPool short-circuits on duplicate id (V1 dedup).
+        await this.taskPool.addToPool(wi);
+        // Schedule the breach + escalation timers. We unref the timers so a
+        // hung subscriber on shutdown doesn't keep the node process alive.
+        const breachTimer = setTimeout(() => {
+            void this.handleBreach(request.id, /*level*/ 5);
+        }, this.slaMs);
+        breachTimer.unref?.();
+        const escalationTimer = setTimeout(() => {
+            void this.handleEscalation(request.id);
+        }, this.escalationMs);
+        escalationTimer.unref?.();
+        this.trackedByRequest.set(request.id, {
+            workItemId: wiId,
+            requestId: request.id,
+            source,
+            threadTs,
+            channelId,
+            chatV2ChannelId,
+            chatV2MessageId,
+            breachTimer,
+            escalationTimer,
+            request,
+        });
+        if (threadTs)
+            this.threadIndex.set(threadTs, request.id);
+        if (chatV2ChannelId)
+            this.chatV2Index.set(chatV2ChannelId, request.id);
+        this.logger.info('SLA respond_to_user WorkItem queued', {
+            workItemId: wiId,
+            requestId: request.id,
+            source,
+            threadTs,
+            chatV2ChannelId,
+            slaMs: this.slaMs,
+        });
+    };
+    /**
+     * `workitem:queued` handler (INBOUND-1.f1, auto-close path b).
+     *
+     * Treats decomposition of a Request into other WorkItems as "the orc has
+     * done the right thing" and resolves the tracked respond_to_user WI for
+     * that Request.
+     *
+     * Self-recursion guard: the respond_to_user WI itself fires
+     * `workitem:queued` from {@link handleRequestCreated}'s `addToPool` call.
+     * Without a guard this handler would call markResolved against its own
+     * enqueue and prematurely close the SLA chain. The id-shape check
+     * (`incomingId === respondToUserWorkItemId(requestId)`) is more reliable
+     * than reading `wi.metadata.slaSource` — the metadata can in principle
+     * be mutated, the id cannot.
+     *
+     * No-ops:
+     *   - event missing `requestId` (orphan WI, can't correlate)
+     *   - event missing `workItemId` (malformed publisher)
+     *   - the respond_to_user WI's own enqueue (id-shape match)
+     *   - no tracked respond_to_user WI for the requestId (already resolved
+     *     or never tracked because the source Request wasn't inbound-tagged)
+     *
+     * @param event - The `workitem:queued` event from TaskPoolService.addToPool
+     */
+    handleWorkItemQueued = async (event) => {
+        const requestId = event.requestId;
+        const incomingWorkItemId = event.workItemId;
+        if (!requestId) {
+            // Per the f1 spec: undefined requestId = no auto-close. Most enqueues
+            // fall here (queue mutations not derived from a Request).
+            this.logger.debug('workitem:queued event missing requestId — auto-close no-op', {
+                eventId: event.id,
+                workItemId: incomingWorkItemId,
+            });
+            return;
+        }
+        if (!incomingWorkItemId) {
+            this.logger.warn('workitem:queued event missing workItemId — malformed', {
+                eventId: event.id,
+                requestId,
+            });
+            return;
+        }
+        // Self-recursion guard. The respond_to_user WI's own enqueue must NOT
+        // trigger its own resolution.
+        if (incomingWorkItemId === respondToUserWorkItemId(requestId)) {
+            this.logger.debug('workitem:queued is the respond_to_user WI itself — skip', {
+                workItemId: incomingWorkItemId,
+                requestId,
+            });
+            return;
+        }
+        // Only act when we're actively tracking this Request — otherwise the
+        // queue mutation is for a Request we never SLA-tracked (no inbound tag,
+        // already resolved, etc.).
+        if (!this.trackedByRequest.has(requestId)) {
+            this.logger.debug('workitem:queued for untracked Request — skip', {
+                workItemId: incomingWorkItemId,
+                requestId,
+            });
+            return;
+        }
+        await this.markResolved(requestId, 'workitem_decompose');
+    };
+    /**
+     * 5-minute breach handler. Re-checks the WI status and emits
+     * `request:sla_breached` if the WI is still non-terminal.
+     *
+     * @param requestId - The Request whose breach is firing
+     * @param level - Breach level: 5 (first SLA) or 10 (escalation)
+     */
+    async handleBreach(requestId, level) {
+        const tracked = this.trackedByRequest.get(requestId);
+        if (!tracked)
+            return;
+        try {
+            const wi = await this.taskPool.findWorkItem(tracked.workItemId);
+            if (!wi || TERMINAL_WI_STATUSES.has(wi.status)) {
+                // Auto-resolved before the timer fired — clean up tracking.
+                this.cleanupTracked(requestId);
+                return;
+            }
+            this.eventBus.publish({
+                id: `request:sla_breached:${requestId}:${level}`,
+                type: 'request:sla_breached',
+                timestamp: new Date().toISOString(),
+                teamId: '',
+                teamName: '',
+                memberId: '',
+                memberName: '',
+                sessionName: this.orchestratorSession,
+                previousValue: 'in_sla',
+                newValue: `breached_${level}m`,
+                changedField: 'taskStatus',
+                requestId,
+                workItemId: tracked.workItemId,
+            });
+            this.logger.warn('SLA breach', {
+                requestId,
+                workItemId: tracked.workItemId,
+                level,
+            });
+        }
+        catch (err) {
+            this.logger.error('SLA breach handler threw', {
+                requestId,
+                error: formatError(err),
+            });
+        }
+    }
+    /**
+     * 10-minute escalation handler. Emits the level-10 breach event and —
+     * if a Slack DM callback is wired — sends the user a "still working on
+     * it" nudge so they're never blind to the miss. After the DM (or DM-skip),
+     * transitions the orphaned respond_to_user WI to `'failed'` with
+     * `slaResolvedReason: 'escalation_timeout'` so the orc queue does not keep
+     * a stale `queued` WI forever (Arch N3 on PR #357).
+     */
+    async handleEscalation(requestId) {
+        const tracked = this.trackedByRequest.get(requestId);
+        if (!tracked)
+            return;
+        // Re-emit the breach event at level=10 so the orc terminal sees the
+        // escalation arc explicitly.
+        await this.handleBreach(requestId, 10);
+        // Re-fetch in case the breach handler cleaned up.
+        const stillTracked = this.trackedByRequest.get(requestId);
+        if (!stillTracked)
+            return;
+        // Capture the WI id BEFORE cleanupTracked() drops the record so we can
+        // still transition the orphan WI to 'failed' afterwards.
+        const wiId = stillTracked.workItemId;
+        // INBOUND-2: chat-v2 source has no DM-back analog yet. Log the
+        // escalation, clean up tracking, and close the orphan WI. A follow-up
+        // ticket can wire a chat-v2 nudge (e.g. agent-side reply via
+        // reply-channel).
+        if (stillTracked.source === 'chat-v2') {
+            this.logger.warn('SLA escalation reached 10min on chat-v2 — no chat-v2 nudge hook wired', {
+                requestId,
+                chatV2ChannelId: stillTracked.chatV2ChannelId,
+            });
+            this.cleanupTracked(requestId);
+            await this.failOrphanRespondWi(wiId, requestId);
+            return;
+        }
+        if (!this.sendEscalationDm) {
+            this.logger.warn('SLA escalation reached 10min — no Slack DM hook wired', {
+                requestId,
+            });
+            this.cleanupTracked(requestId);
+            await this.failOrphanRespondWi(wiId, requestId);
+            return;
+        }
+        if (!stillTracked.channelId || !stillTracked.threadTs) {
+            this.logger.warn('SLA escalation missing Slack thread context — skipping DM', {
+                requestId,
+            });
+            this.cleanupTracked(requestId);
+            await this.failOrphanRespondWi(wiId, requestId);
+            return;
+        }
+        try {
+            const wi = await this.taskPool.findWorkItem(stillTracked.workItemId);
+            const messageText = ":hourglass: It's been a few minutes — I'm still on this. " +
+                'I will reply as soon as I have an answer. (auto-nudge)';
+            await this.sendEscalationDm({
+                channelId: stillTracked.channelId,
+                threadTs: stillTracked.threadTs,
+                messageText,
+                request: stillTracked.request,
+                workItem: wi,
+            });
+            this.logger.info('SLA escalation Slack DM sent', {
+                requestId,
+                channelId: stillTracked.channelId,
+            });
+        }
+        catch (err) {
+            this.logger.error('SLA escalation DM failed', {
+                requestId,
+                error: formatError(err),
+            });
+        }
+        finally {
+            // Escalation is the terminal hook in v1 — drop tracking + close the
+            // orphan WI either way (DM success or failure).
+            this.cleanupTracked(requestId);
+            await this.failOrphanRespondWi(wiId, requestId);
+        }
+    }
+    /**
+     * Transition an escalated respond_to_user WI to `'failed'` with
+     * `slaResolvedReason: 'escalation_timeout'` so the orc queue does not
+     * keep a stale `queued` WI forever after a 10-min escalation. No-op if
+     * the WI is already terminal (e.g. user gave up + an out-of-band cleanup
+     * already closed it).
+     *
+     * Mirrors {@link markResolved}'s terminal-status guard. Errors are
+     * logged but never propagated — the SLA chain is already terminal at
+     * this point and we do not want to mask the original DM-path outcome.
+     *
+     * @param workItemId - The respond_to_user WI id to close.
+     * @param requestId  - The originating Request id (logging context only).
+     */
+    async failOrphanRespondWi(workItemId, requestId) {
+        try {
+            const wi = await this.taskPool.findWorkItem(workItemId);
+            if (!wi)
+                return;
+            if (TERMINAL_WI_STATUSES.has(wi.status)) {
+                // Already terminal — nothing to do.
+                return;
+            }
+            // Same state-machine constraint as markResolved: `queued → failed`
+            // is illegal per WORK_ITEM_TRANSITIONS. Route queued WIs to
+            // `cancelled`; running WIs go to `failed` as before.
+            const target = pickFailTarget(wi.status);
+            await this.taskPool.transitionStatus(workItemId, target, 'system', (item) => {
+                item.metadata = {
+                    ...(item.metadata ?? {}),
+                    slaResolvedReason: 'escalation_timeout',
+                    slaResolvedAt: new Date().toISOString(),
+                };
+            });
+            this.logger.info('SLA escalation orphan WI auto-closed', {
+                workItemId,
+                requestId,
+                fromStatus: wi.status,
+                toStatus: target,
+            });
+        }
+        catch (err) {
+            this.logger.warn('SLA escalation orphan-fail threw', {
+                workItemId,
+                requestId,
+                error: formatError(err),
+            });
+        }
+    }
+    /**
+     * Drop tracking + clear timers for a Request. Used both on auto-resolve
+     * and on terminal escalation — once we reach 10min the SLA chain is done.
+     */
+    cleanupTracked(requestId) {
+        const tracked = this.trackedByRequest.get(requestId);
+        if (!tracked)
+            return;
+        clearTimeout(tracked.breachTimer);
+        clearTimeout(tracked.escalationTimer);
+        this.trackedByRequest.delete(requestId);
+        if (tracked.threadTs)
+            this.threadIndex.delete(tracked.threadTs);
+        if (tracked.chatV2ChannelId)
+            this.chatV2Index.delete(tracked.chatV2ChannelId);
+    }
+    /**
+     * Check whether a Request's tags include any of the configured inbound
+     * channel tags.
+     */
+    matchesInboundTag(tags) {
+        for (const t of tags) {
+            if (this.inboundTags.has(t))
+                return true;
+        }
+        return false;
+    }
+    /**
+     * Build the respond_to_user WorkItem with the standard metadata invariants.
+     *
+     * INBOUND-2: metadata embeds slack-* OR chatV2-* fields based on the
+     * source surface so downstream consumers (status panes, escalation
+     * hooks) can branch without re-parsing `sourceConversationItemId`.
+     */
+    buildRespondWorkItem(request, wiId, sourceContext) {
+        const now = new Date().toISOString();
+        const slaDeadline = new Date(Date.now() + this.slaMs).toISOString();
+        const escalationDeadline = new Date(Date.now() + this.escalationMs).toISOString();
+        return {
+            id: wiId,
+            type: 'review',
+            owner: 'orchestrator',
+            target: this.orchestratorSession,
+            title: `Respond to user: ${request.title.slice(0, 60)}`,
+            description: `Inbound user message arrived as Request ${request.id}.\n\n` +
+                `Original message:\n${request.description.slice(0, 400)}`,
+            status: 'queued',
+            createdAt: now,
+            retryCount: 0,
+            maxRetries: DEFAULT_MAX_RETRIES,
+            requestId: request.id,
+            missionId: request.missionId,
+            inputTokens: 0,
+            outputTokens: 0,
+            cost: 0,
+            metadata: {
+                idempotencyKey: wiId,
+                triggerSource: 'event',
+                slaSource: 'inbound-1',
+                slaDeadline,
+                slaEscalationDeadline: escalationDeadline,
+                slaBreachLevel: 0,
+                inboundTag: request.tags.find((t) => this.inboundTags.has(t)),
+                inboundSource: sourceContext.source,
+                slackThreadTs: sourceContext.threadTs,
+                slackChannelId: sourceContext.channelId,
+                chatV2ChannelId: sourceContext.chatV2ChannelId,
+                chatV2MessageId: sourceContext.chatV2MessageId,
+            },
+        };
+    }
+    /**
+     * Wrap a dispatch so a thrown handler is logged and isolated. Mirrors
+     * EventToWorkItemBridge.safeDispatch.
+     */
+    safeDispatch(eventType, event) {
+        const dispatch = (async () => {
+            try {
+                if (eventType === 'request:created') {
+                    await this.handleRequestCreated(event);
+                }
+                else if (eventType === 'workitem:queued') {
+                    await this.handleWorkItemQueued(event);
+                }
+            }
+            catch (err) {
+                this.logger.error('SLA subscriber handler threw', {
+                    eventType,
+                    eventId: event.id,
+                    error: formatError(err),
+                });
+            }
+        })();
+        this.pendingDispatches.add(dispatch);
+        dispatch
+            .finally(() => {
+            this.pendingDispatches.delete(dispatch);
+        })
+            .catch(() => {
+            // suppress unhandled-rejection — flushPending owners use allSettled.
+        });
+        return dispatch;
+    }
+}
+//# sourceMappingURL=request-sla.subscriber.js.map