toga-ai 1.0.934 → 1.0.935

package/knowledge/2.0/apps/worker2/features/wje-freshservice-sync.md

@@ -64,7 +64,7 @@ a **daily batch import** of supporting records. A separate 2-minute cron bridges
   `crons/toga2/wje/sync_togasupply_wje.php` (2-min Togadesk bridge),
   `crons/notifications/reports/wje/{wje_monthly_report,wje_quarterly_report,wje_common}.php`.
 - **Models:** `_underscore/Model/Wje/*` (8 classes, see Data model).
-- **Monitoring:** `library/app/systemmonitor/wje.php` (`App_SystemMonitor_WJE`, Freshservice/webhook errors); `worker2/Worker/Monitor/Wje.php` ([WJE OneUptime monitor suite](../../../../clients/wje/features/oneuptime-monitors.md): webhook → 2.0, TOGaDesk → 2.0, 2.0 → TOGaDesk).
+- **Monitoring:** `library/app/systemmonitor/wje.php` (`App_SystemMonitor_WJE`, Freshservice/webhook errors); `worker2/Worker/Monitor/Wje.php` ([WJE OneUptime monitor suite](../../../../clients/wje/features/oneuptime-monitors.md): webhook → 2.0, TOGaDesk → 2.0, 2.0 → TOGaDesk, TOGaDesk/2.0 → Freshservice).
 
 ### Real-time webhook (`_Worker_Wje::Webhook`)
 

package/knowledge/clients/wje/INDEX.md

@@ -2,5 +2,5 @@
 
 | Doc | Framework | Summary |
 |-----|-----------|---------|
-| [WJE: OneUptime monitor suite (Monitor/Wje — TicketWritesToToga2, TicketSyncToTogadesk, WebhookTicketSync)](features/oneuptime-monitors.md) | 2.0 | Three worker2 OneUptime push monitors on the WJE ticket flow (Freshservice webhook → TOGa 2, TOGaDesk → TOGa 2, TOGa 2 → TOGaDesk); open when working on WJE mon |
+| [WJE: OneUptime monitor suite (Monitor/Wje — TicketWritesToToga2, TicketSyncToTogadesk, WebhookTicketSync, TicketTransmissionToFreshservice)](features/oneuptime-monitors.md) | 2.0 | Four worker2 OneUptime push monitors on the WJE ticket flow (Freshservice webhook → TOGa 2, TOGaDesk → TOGa 2, TOGa 2 → TOGaDesk, TOGaDesk/TOGa 2 → Freshservice |
 | [Wiss, Janney, Elstner Associates, Inc.](profile.md) | 2.0 | WJE (Wiss, Janney, Elstner / "WJE IT") Freshservice help-desk client, single hardcoded tenant; open for the three sync paths, the TOGaDesk bridge ids/department |

package/knowledge/clients/wje/features/oneuptime-monitors.md

@@ -1,5 +1,5 @@
 ---
-title: "WJE: OneUptime monitor suite (Monitor/Wje — TicketWritesToToga2, TicketSyncToTogadesk, WebhookTicketSync)"
+title: "WJE: OneUptime monitor suite (Monitor/Wje — TicketWritesToToga2, TicketSyncToTogadesk, WebhookTicketSync, TicketTransmissionToFreshservice)"
 framework: "2.0"
 repo: worker2
 project: Worker
@@ -14,33 +14,36 @@ files:
   - dbchanges2/Core/2026-09-30b - Insert WJE Ticket Writes Monitor CronJob.sql
   - dbchanges2/Core/2026-10-01a - Insert WJE Ticket Sync To TOGaDesk Monitor CronJob.sql
   - dbchanges2/Core/2026-10-01b - Insert WJE Freshservice Webhook Sync Monitor CronJob.sql
+  - dbchanges2/Core/2026-10-01c - Insert WJE Ticket Transmission To Freshservice Monitor CronJob.sql
   - worker/crons/toga2/wje/sync_togasupply_wje.php
   - library/app/api/toga2.php
+  - library/app/systemmonitor/wje.php
 related:
   - ../../../2.0/apps/worker2/features/oneuptime-worker2-monitoring.md
   - ../../../1.0/apps/library/features/toga2-api-client-and-bridge.md
   - ../../../2.0/apps/worker2/features/wje-freshservice-sync.md
   - ../profile.md
 ---
-Three worker2 OneUptime push monitors on the WJE ticket flow (Freshservice webhook → TOGa 2, TOGaDesk → TOGa 2, TOGa 2 → TOGaDesk); open when working on WJE monitoring, its parameters, activation, or clearing a stuck ticket.
+Four worker2 OneUptime push monitors on the WJE ticket flow (Freshservice webhook → TOGa 2, TOGaDesk → TOGa 2, TOGa 2 → TOGaDesk, TOGaDesk/TOGa 2 → Freshservice); open when working on WJE monitoring, its parameters, activation, or clearing a stuck ticket.
 
 ## Summary
-`_Worker_Monitor_Wje` (`worker2/Worker/Monitor/Wje.php`) holds three actions, one per hop. All follow the shared [OneUptime push-metric pattern](../../../2.0/apps/worker2/features/oneuptime-worker2-monitoring.md) — payload contract, criteria, provisioning live there.
+`_Worker_Monitor_Wje` (`worker2/Worker/Monitor/Wje.php`) holds four actions, one per hop. All follow the shared [OneUptime push-metric pattern](../../../2.0/apps/worker2/features/oneuptime-worker2-monitoring.md) — payload contract, criteria, provisioning live there.
 
 | Action | Ticket | Hop | OneUptime monitor name | Cron |
 |---|---|---|---|---|
 | `Monitor/Wje/WebhookTicketSync` | TRUE-80520 | Freshservice webhook → `Client_Wje.Tickets` | "WJE Freshservice Webhook Sync" | 5 min, max 120s |
 | `Monitor/Wje/TicketWritesToToga2` | TRUE-80523 | TOGaDesk dept 269 → TOGa 2 | "WJE Ticket Writes to TOGa 2" | 5 min |
 | `Monitor/Wje/TicketSyncToTogadesk` | TRUE-80521 | TOGa 2 → TOGaDesk | "WJE Ticket Sync to TOGaDesk" | 5 min, max 300s |
+| `Monitor/Wje/TicketTransmissionToFreshservice` | TRUE-80522 | TOGaDesk / TOGa 2 → WJE Freshservice | "WJE Ticket Transmission to Freshservice" | 5 min, max 120s |
 
-- **Status 2026-10-01:** all three committed on the one shared branch `TRUE-80523` (worker2, dbchanges2, worker comment), **not deployed**. Seeds ship `isActive = 0`. Push URLs are credentials — never record them.
+- **Status 2026-10-01:** all four committed on the one shared branch `TRUE-80523` (worker2, dbchanges2, worker comment), **not deployed**. Seeds ship `isActive = 0`. Push URLs are credentials — never record them.
 - DBs: `TOGaDeskSupport` via `_underscore::DB_TOGADESK1` (legacy); `Client_Wje` via `_Worker_Client_Wje::DB_CLIENT_WJE` (`worker2/Worker/Client/Wje.php`, mirrors `Client/Prudential.php`, registered in `initialize()`); `Logs` via `_underscore::DB_LOGS` (registered per job in worker2 `Controller/Index.php`). Each query stays in one DB family; compare in PHP.
 - DB failures go through `reportQueryFailure(array $params)` → `status: error` with **only** `errorClass` + `errorNumber` (the message can hold SQL, host, user).
 
 ## How it works
 
 ### Why backlogs, not checkpoint freshness
-The TOGaDesk bridge catches a per-ticket exception → Sentry only, and **still advances its checkpoint** (`TOGA_LAST_TICKET_INTEGRATION_DATETIME` / `TOGADESK_LAST_TICKET_INTEGRATION_DATETIME`). A failed ticket is never retried unless touched again, so a checkpoint-age check reads healthy. All three monitors look for rows that should exist on the far side and do not (link model: [bridge doc](../../../1.0/apps/library/features/toga2-api-client-and-bridge.md)).
+The TOGaDesk bridge catches a per-ticket exception → Sentry only, and **still advances its checkpoint** (`TOGA_LAST_TICKET_INTEGRATION_DATETIME` / `TOGADESK_LAST_TICKET_INTEGRATION_DATETIME`). A failed ticket is never retried unless touched again, so a checkpoint-age check reads healthy. All four monitors look for rows that should exist on the far side and do not (link model: [bridge doc](../../../1.0/apps/library/features/toga2-api-client-and-bridge.md)).
 
 ### TicketWritesToToga2 (TOGaDesk → TOGa 2)
 - Counts WJE rows (`tickets.clientid = 153`) in `tickets`, `tickets_replies`, `comments` with `referenceId` NULL or `''`, created on/after `BACKLOG_CUTOFF_DATE = '2025-05-01'`, in `departmentIds`, minus `excludedTicketNumbers`.
@@ -65,20 +68,34 @@ The TOGaDesk bridge catches a per-ticket exception → Sentry only, and **still
 - Silence (`minutesSinceLastWebhook`) is reported, **never alarmed** — long quiet spells are normal (see Gotchas).
 - Params: `{"alertThresholdMinutes":30,"lookbackHours":24,"maxScannedWebhookRows":20000,"excludedTicketNumbers":[]}`; PHP defaults are the `DEFAULT_WEBHOOK_*` / `DEFAULT_MAX_SCANNED_WEBHOOK_ROWS` constants.
 
+### TicketTransmissionToFreshservice (TOGaDesk / TOGa 2 → Freshservice)
+- **Sends happen only in 1.0** `App_Api_Toga2::syncTogaDesk1TicketIntoToga2Ticket` (`library/app/api/toga2.php`). `App_Api_Wje::send` throws on non-200/201.
+  - New TOGaDesk ticket → `POST /tickets` only when `$isWjeUuid && !empty($togadeskPerson->referenceId)` (~L12133-12174). Freshservice id saved on 2.0 `Tickets.c_wjeTicketId`.
+  - TOGaDesk reply on a ticket with `c_wjeTicketId` → `POST /tickets/{id}/reply` (~L12298). Id saved on 2.0 `TicketNotes.c_wjeConversationId` (~L12469).
+  - Status/field change → `PUT /tickets/{id}` (~L12775-12877). **Nothing is saved** → blind spot (see Gotchas).
+  - Internal comments are never sent (that code is commented out).
+- Check 1 (new tickets): TOGaDesk tickets (`clientid = 153`, in `departmentIds`) since `FRESHSERVICE_TRANSMISSION_CUTOFF_DATE = '2026-10-01'`, `>= alertThresholdMinutes` old, `people.referenceId` set, `tickets.referenceId` set → read 2.0 `Tickets` by uuid. Present with no `c_wjeTicketId` → `HIGH`. Uuid absent from 2.0 is `TicketWritesToToga2`'s job — not counted here.
+- Check 2 (replies): 2.0 external `TicketNotes` on tickets with `c_wjeTicketId`, since the cutoff, `>= alertThresholdMinutes` old, no `c_wjeConversationId` → `HIGH`.
+- Requester rule = the TOGaDesk link (`people.referenceId`), **not** the 2.0 contact's `c_wjeUserId` — the monitor follows what the sync does (see Gotchas).
+- `lateTicketNumbers` labels: `TD-<togadesk number>` (new ticket) / `WJE-<freshservice number>` (reply). One `excludedTicketNumbers` list serves both — the ranges cannot overlap (TOGaDesk WJE numbers start `153000001`; Freshservice ~66,000 in 2026).
+- Params: `{"alertThresholdMinutes":15,"departmentIds":[269],"excludedTicketNumbers":[]}`. Same empty-`departmentIds` → `status: error` rule as `TicketWritesToToga2` (DB row is the only home of the list).
+- **Clear a late one:** fix the cause, then create the ticket in Freshservice by hand and save its id to 2.0 `c_wjeTicketId` — or add the number to `excludedTicketNumbers`. Touching the ticket does **not** retry a lost POST (see Gotchas).
+
 ### Clear a stuck ticket (runbook)
 1. Fix the cause (Sentry has the exception).
 2. Touch the ticket (add a reply/note) so the sync picks it up again — or move the checkpoint back.
 3. If abandoning it, add its ticket number to that monitor's `excludedTicketNumbers`.
 
-### Activation (in order, all three)
+### Activation (in order, all four)
 1. Push branch `TRUE-80523` (worker2, dbchanges2, worker).
 2. Deploy worker2.
-3. Run the Core seeds in order: `2026-09-30b`, `2026-10-01a`, `2026-10-01b`.
-4. Create the three OneUptime Incoming Request monitors with **body rules only**: Contains `"alarm":"HIGH"` → Offline; Contains `"status":"error"` → Offline; Contains `"alarm":"OK"` → Online. Put each push URL in its job config (never in a doc).
+3. Run the Core seeds in order: `2026-09-30b`, `2026-10-01a`, `2026-10-01b`, `2026-10-01c`.
+4. Create the four OneUptime Incoming Request monitors with **body rules only**: Contains `"alarm":"HIGH"` → Offline; Contains `"status":"error"` → Offline; Contains `"alarm":"OK"` → Online. Put each push URL in its job config (never in a doc).
 5. Test `TicketWritesToToga2`: set `departmentIds` to `[290]` (has old unsent rows), hand-run → expect HIGH. Restore `[269]`, hand-run → expect recovery.
-6. Hand-run the other two → expect OK.
-7. Set `isActive = 1` on all three.
+6. Hand-run the other three → expect OK.
+7. Set `isActive = 1` on all four.
 8. Only then add the Not Received 10/15 min rules (see the activation-ordering trap in the shared doc).
+9. Tell the team `TicketTransmissionToFreshservice` may go HIGH on the next TOGaDesk-created ticket with a linked requester — a real failure, not noise (see Gotchas).
 
 ## Gotchas
 - **Dept 269 is very low volume** (Sept 2026: 3 tickets, 7 replies, 2 comments). "No writes" is normal.
@@ -93,7 +110,13 @@ The TOGaDesk bridge catches a per-ticket exception → Sentry only, and **still
 - **Query cost (prod, verified, all fine at 5 min):** `TOGaDeskSupport` has **no index on `referenceId`** (`tickets`: clientid etc.; `tickets_replies`: `ticketid`; `comments`: PRIMARY only, ~13k-row full scan). `Client_Wje.TicketNotes` ~7.3k-row full scan; `Tickets.c_wjeTicketId` not indexed. Legacy `wait_timeout` 900s (covers the 150s sleep).
 - **Blind spots:**
   - `TicketWritesToToga2`: field-only edits (priority/assignee) on a linked ticket create no row. Status changes are covered (they arrive as replies).
+  - `TicketTransmissionToFreshservice`: status/field `PUT`s save nothing, so a failed one is invisible here. Partial cover: the 1.0 client logs the Freshservice error and `App_SystemMonitor_WJE` (`library/app/systemmonitor/wje.php`) emails it — **not verified** that it fires for these `PUT`s.
   - `WebhookTicketSync`: webhooks WJE never sends; note sync inside the webhook; forged numeric posts to the public `/wje` route can raise a false HIGH (whether the ingestion Lambda verifies the sender is unchecked).
+- **0 of 19 TOGaDesk-created WJE tickets ever reached Freshservice** (`153000001`–`153000022`, since 2024-11): 11 `@8x8.com` phone-system requesters not linked (skipped by design), 7 internal/test (`@goagilant.com` / `@togatech.com`), **3 linked `@wje.com` requesters unsent** (`153000016` 2025-10-04, `153000021` 2026-08-08, `153000022` 2026-08-21). Hence the 2026-10-01 cutoff. **Not being investigated (Mark's call — new/future only).**
+- **Likely permanent-loss path (CTO code reading, unproven):** Freshservice `POST` throws after the 2.0 ticket exists → next run finds the 2.0 ticket by number, takes the "already exists" branch (which never POSTs), saves the TOGaDesk `referenceId` → never retried, never alerted. Expect the monitor to go HIGH on the next linked TOGaDesk-created ticket.
+- **2.0 contact `c_wjeUserId` does not mirror the TOGaDesk link** — `153000021`/`22` requesters are linked in 1.0 but their 2.0 contact has no `c_wjeUserId`. Do not switch the monitor to the 2.0 field.
+- **Replies are healthy:** 0 of ~1,400 external notes on WJE-linked tickets since 2026-05 lack `c_wjeConversationId`.
+- **Known risk, no monitor (out of scope):** if the reply `POST` succeeds but the 2.0 note write fails, the next run sends the reply to WJE again (duplicate).
 - **The ClickUp TRUE-80523 description is fabricated** (Talos auto-generated) — see [MCP tool usage gotcha](../../../standalone/apps/claude/workflows/mcp-tool-usage.md). Trust this doc and the code.
 
 ## Related
@@ -103,5 +126,6 @@ The TOGaDesk bridge catches a per-ticket exception → Sentry only, and **still
 - [WJE profile](../profile.md)
 
 ## Change history
+- 2026-10-01 — Added `TicketTransmissionToFreshservice` (TRUE-80522) on the shared branch; recorded the 19-ticket never-sent finding and the likely permanent-loss path. Not deployed. (mhammontree)
 - 2026-10-01 — Renamed from `oneuptime-ticket-writes-monitor.md` to the suite doc; added `TicketSyncToTogadesk` (TRUE-80521) and `WebhookTicketSync` (TRUE-80520). Not deployed. (mhammontree)
 - 2026-10-01 — Created: `TicketWritesToToga2` built on branch TRUE-80523, not deployed, cron `isActive = 0`. (mhammontree)

package/knowledge/clients/wje/profile.md

@@ -38,7 +38,7 @@ Data moves between WJE and TOGA on three paths:
 2. **Daily batch import** (`worker/crons/toga2/wje/import_supporting_records.php`) — imports canned responses, requesters, assets, groups, and the 3-level category hierarchy.
 3. **2-minute TOGaDesk bridge** (`App_Api_Toga2::syncWithTogadesk`) — the cron `worker/crons/toga2/wje/sync_togasupply_wje.php` enables the **full** set of bridge sub-syncs (tickets both directions, ticket-notes, contacts→people, items/units→assets, predefined-replies, ticket-teams→groups, ticket-categories) for TOGaDesk client id 153. **TOGaDesk → 2.0 syncs department 269 only.**
 
-Monitoring: [OneUptime monitor suite](./features/oneuptime-monitors.md) — three backlog monitors, one per hop (webhook → 2.0, TOGaDesk dept 269 → 2.0, 2.0 → TOGaDesk).
+Monitoring: [OneUptime monitor suite](./features/oneuptime-monitors.md) — four backlog monitors, one per hop (webhook → 2.0, TOGaDesk dept 269 → 2.0, 2.0 → TOGaDesk, TOGaDesk/2.0 → Freshservice).
 
 Webhook behavior: WJE turns OFF new-ticket webhooks 8am–6pm on their workday (TOGA covers after-hours); updates still arrive by day. WJE sends only a subset of its Freshservice tickets (rule unknown).
 
@@ -53,4 +53,4 @@ Webhook behavior: WJE turns OFF new-ticket webhooks 8am–6pm on their workday (
 
 - **[wje-freshservice-sync](../../2.0/apps/worker2/features/wje-freshservice-sync.md)** — full integration: webhook handler, import cron, `c_wje*` models, API clients, schema, reports, gotchas.
 - **[toga2-api-client-and-bridge](../../1.0/apps/library/features/toga2-api-client-and-bridge.md)** — the `syncWithTogadesk` bridge mechanism.
-- **[oneuptime-monitors](./features/oneuptime-monitors.md)** — the three WJE OneUptime monitors.
+- **[oneuptime-monitors](./features/oneuptime-monitors.md)** — the four WJE OneUptime monitors.

package/package.json

@@ -1,6 +1,6 @@
 {
   "name": "toga-ai",
-  "version": "1.0.934",
+  "version": "1.0.935",
   "description": "TOGA Technology Team Claude Knowledge System — shared AI coding harness with skills, knowledge base CLI, and project installer for Claude Code.",
   "keywords": [
     "claude",