feat: implement AI support agent (005) — diagnosis, tools, runbooks, verification
Real Anthropic Claude integration per explicit product decision: a ticket's AI session diagnoses the problem via a structured-output call, applies a DB-configurable confidence-band policy (FR-005), and on "proceed" reasons and acts through a small permission/risk-gated tool system (FR-011/FR-012), optionally walking a matching runbook step by step with the application — never the model — owning the step index (FR-015/FR-016). Resolution requires real tool evidence, never customer claims alone (FR-018) — verifyProductResolution is a documented fail-closed placeholder mirroring the existing malware-scanner precedent, since no real per-product operational signal exists yet. AISupportSession.status mirrors onto Ticket.status through 003-ticketing's existing AI_ANALYZING/AI_TROUBLESHOOTING/AI_VERIFYING/AI_RESOLVED/ HUMAN_ESCALATION state machine, discovered during planning to have been built anticipating this exact feature. Two circular module dependencies (escalation<->sessions, tools<->sessions) were designed around rather than found as bugs: escalation is a pure summary formatter with no state dependencies of its own, and tools stays a clean leaf module with zero dependency on ai-support/sessions. Ticket creation enqueues the first diagnosis turn via the existing queue infrastructure (off the hot path of the inbound SaaS integration endpoint); a human actor changing ticket status ends the AI session via the event-bus scaffold that existed in this codebase but had never been wired to anything. A real Prisma limitation was found and fixed before it reached tests: compound-unique upsert rejects null for a nullable key column, so AIConfidencePolicy uses find-then-update/create instead, same fix class 004 already used for the same underlying limitation. Adds 9 unit tests (confidence-band, tool-policy-gate, runbook-step- advance) and 6 integration test files, including the two constitution- required standing E2E scenarios. AI-independent tests were run against real Postgres/Redis/MinIO (88 passed, 0 failed across the full suite, including every pre-existing 002/003/004 test). The AI-dependent tests compile and skip cleanly via describe.skipIf but were not run against a live model — no ANTHROPIC_API_KEY was available in this session; a real key must be supplied before this feature can actually run. Co-Authored-By: Claude Sonnet 5 <noreply@anthropic.com>
This commit is contained in:
saqib mir
co-authored by
Claude Sonnet 5
Claude Sonnet 5
parent
49eaa4bc58
commit
82d02bcdcd
@@ -0,0 +1,132 @@
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-- CreateTable
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CREATE TABLE "ai_support_sessions" (
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"id" TEXT NOT NULL,
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"ticketId" TEXT NOT NULL,
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"status" TEXT NOT NULL,
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"activeRunbookKey" TEXT,
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"currentStepIndex" INTEGER,
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"clarifyingQuestionsAsked" INTEGER NOT NULL DEFAULT 0,
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"toolCallCount" INTEGER NOT NULL DEFAULT 0,
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"startedAt" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
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"endedAt" TIMESTAMP(3),
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CONSTRAINT "ai_support_sessions_pkey" PRIMARY KEY ("id")
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);
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-- CreateTable
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CREATE TABLE "ai_diagnoses" (
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"id" TEXT NOT NULL,
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"sessionId" TEXT NOT NULL,
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"product" TEXT NOT NULL,
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"feature" TEXT,
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"problemType" TEXT NOT NULL,
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"severity" TEXT NOT NULL,
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"confidence" DOUBLE PRECISION NOT NULL,
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"possibleCauses" TEXT[],
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"createdAt" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
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CONSTRAINT "ai_diagnoses_pkey" PRIMARY KEY ("id")
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);
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-- CreateTable
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CREATE TABLE "ai_interactions" (
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"id" TEXT NOT NULL,
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"sessionId" TEXT NOT NULL,
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"role" TEXT NOT NULL,
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"content" TEXT NOT NULL,
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"createdAt" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
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CONSTRAINT "ai_interactions_pkey" PRIMARY KEY ("id")
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);
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-- CreateTable
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CREATE TABLE "ai_actions" (
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"id" TEXT NOT NULL,
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"sessionId" TEXT NOT NULL,
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"toolName" TEXT NOT NULL,
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"input" JSONB NOT NULL,
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"riskLevel" TEXT NOT NULL,
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"evaluationOutcome" TEXT NOT NULL,
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"refusalReason" TEXT,
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"approvedBy" TEXT,
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"createdAt" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
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CONSTRAINT "ai_actions_pkey" PRIMARY KEY ("id")
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);
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-- CreateTable
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CREATE TABLE "ai_action_results" (
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"id" TEXT NOT NULL,
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"actionId" TEXT NOT NULL,
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"output" JSONB NOT NULL,
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"status" TEXT NOT NULL,
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"createdAt" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
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CONSTRAINT "ai_action_results_pkey" PRIMARY KEY ("id")
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);
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-- CreateTable
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CREATE TABLE "ai_knowledge_references" (
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"id" TEXT NOT NULL,
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"sessionId" TEXT NOT NULL,
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"knowledgeId" TEXT NOT NULL,
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"relevanceScore" DOUBLE PRECISION,
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"createdAt" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
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CONSTRAINT "ai_knowledge_references_pkey" PRIMARY KEY ("id")
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);
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-- CreateTable
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CREATE TABLE "ai_confidence_policies" (
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"id" TEXT NOT NULL,
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"productId" TEXT,
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"categoryId" TEXT,
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"highThreshold" DOUBLE PRECISION NOT NULL,
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"lowThreshold" DOUBLE PRECISION NOT NULL,
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"maxClarifyingQuestions" INTEGER NOT NULL,
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"updatedAt" TIMESTAMP(3) NOT NULL,
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CONSTRAINT "ai_confidence_policies_pkey" PRIMARY KEY ("id")
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);
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-- CreateIndex
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CREATE INDEX "ai_support_sessions_ticketId_status_idx" ON "ai_support_sessions"("ticketId", "status");
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-- CreateIndex
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CREATE INDEX "ai_diagnoses_sessionId_idx" ON "ai_diagnoses"("sessionId");
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-- CreateIndex
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CREATE INDEX "ai_interactions_sessionId_createdAt_idx" ON "ai_interactions"("sessionId", "createdAt");
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-- CreateIndex
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CREATE INDEX "ai_actions_sessionId_createdAt_idx" ON "ai_actions"("sessionId", "createdAt");
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-- CreateIndex
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CREATE UNIQUE INDEX "ai_action_results_actionId_key" ON "ai_action_results"("actionId");
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-- CreateIndex
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CREATE INDEX "ai_knowledge_references_sessionId_idx" ON "ai_knowledge_references"("sessionId");
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-- CreateIndex
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CREATE UNIQUE INDEX "ai_confidence_policies_productId_categoryId_key" ON "ai_confidence_policies"("productId", "categoryId");
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-- AddForeignKey
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ALTER TABLE "ai_support_sessions" ADD CONSTRAINT "ai_support_sessions_ticketId_fkey" FOREIGN KEY ("ticketId") REFERENCES "tickets"("id") ON DELETE RESTRICT ON UPDATE CASCADE;
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-- AddForeignKey
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ALTER TABLE "ai_diagnoses" ADD CONSTRAINT "ai_diagnoses_sessionId_fkey" FOREIGN KEY ("sessionId") REFERENCES "ai_support_sessions"("id") ON DELETE RESTRICT ON UPDATE CASCADE;
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-- AddForeignKey
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ALTER TABLE "ai_interactions" ADD CONSTRAINT "ai_interactions_sessionId_fkey" FOREIGN KEY ("sessionId") REFERENCES "ai_support_sessions"("id") ON DELETE RESTRICT ON UPDATE CASCADE;
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-- AddForeignKey
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ALTER TABLE "ai_actions" ADD CONSTRAINT "ai_actions_sessionId_fkey" FOREIGN KEY ("sessionId") REFERENCES "ai_support_sessions"("id") ON DELETE RESTRICT ON UPDATE CASCADE;
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-- AddForeignKey
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ALTER TABLE "ai_action_results" ADD CONSTRAINT "ai_action_results_actionId_fkey" FOREIGN KEY ("actionId") REFERENCES "ai_actions"("id") ON DELETE RESTRICT ON UPDATE CASCADE;
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-- AddForeignKey
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ALTER TABLE "ai_knowledge_references" ADD CONSTRAINT "ai_knowledge_references_sessionId_fkey" FOREIGN KEY ("sessionId") REFERENCES "ai_support_sessions"("id") ON DELETE RESTRICT ON UPDATE CASCADE;
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-- AddForeignKey
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ALTER TABLE "ai_confidence_policies" ADD CONSTRAINT "ai_confidence_policies_productId_fkey" FOREIGN KEY ("productId") REFERENCES "products"("id") ON DELETE SET NULL ON UPDATE CASCADE;
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+117
-8
@@ -34,14 +34,15 @@ model Product {
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createdAt DateTime @default(now())
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updatedAt DateTime @updatedAt
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categories Category[]
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integration ProductIntegration?
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problems Problem[]
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tickets Ticket[]
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knowledgeEntries KnowledgeEntry[]
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errorCodes ErrorCode[]
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knownIssues KnownIssue[]
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runbooks Runbook[]
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categories Category[]
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integration ProductIntegration?
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problems Problem[]
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tickets Ticket[]
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knowledgeEntries KnowledgeEntry[]
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errorCodes ErrorCode[]
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knownIssues KnownIssue[]
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runbooks Runbook[]
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aiConfidencePolicies AIConfidencePolicy[]
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@@map("products")
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}
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@@ -141,6 +142,7 @@ model Ticket {
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category Category? @relation(fields: [categoryId], references: [id])
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messages TicketMessage[]
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attachments TicketAttachment[]
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aiSessions AISupportSession[]
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@@unique([productId, idempotencyKey])
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@@index([productId, status])
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@@ -273,3 +275,110 @@ model AuditLog {
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@@map("audit_logs")
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}
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model AISupportSession {
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id String @id @default(cuid())
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ticketId String
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ticket Ticket @relation(fields: [ticketId], references: [id])
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status String // analyzing | troubleshooting | verifying | resolved | escalated |
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// ended_by_agent — mirrored onto Ticket.status through the existing 003 state machine, see
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// specs/005-ai-support/research.md "AISupportSession.status drives Ticket.status"
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activeRunbookKey String?
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currentStepIndex Int?
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clarifyingQuestionsAsked Int @default(0)
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toolCallCount Int @default(0)
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startedAt DateTime @default(now())
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endedAt DateTime?
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diagnoses AIDiagnosis[]
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interactions AIInteraction[]
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actions AIAction[]
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knowledgeRefs AIKnowledgeReference[]
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@@index([ticketId, status])
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@@map("ai_support_sessions")
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}
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model AIDiagnosis {
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id String @id @default(cuid())
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sessionId String
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session AISupportSession @relation(fields: [sessionId], references: [id])
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product String
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feature String?
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problemType String
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severity String
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confidence Float
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possibleCauses String[]
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createdAt DateTime @default(now())
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@@index([sessionId])
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@@map("ai_diagnoses")
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}
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model AIInteraction {
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id String @id @default(cuid())
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sessionId String
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session AISupportSession @relation(fields: [sessionId], references: [id])
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role String // customer | ai
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content String
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createdAt DateTime @default(now())
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@@index([sessionId, createdAt])
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@@map("ai_interactions")
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}
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model AIAction {
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id String @id @default(cuid())
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sessionId String
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session AISupportSession @relation(fields: [sessionId], references: [id])
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toolName String
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input Json
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riskLevel String // low | medium | high — copied from the registry at evaluation time
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evaluationOutcome String // approved | pending_approval | refused
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refusalReason String?
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approvedBy String? // system-policy | agentId | null while pending_approval
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createdAt DateTime @default(now())
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result AIActionResult?
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@@index([sessionId, createdAt])
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@@map("ai_actions")
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}
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model AIActionResult {
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id String @id @default(cuid())
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actionId String @unique
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action AIAction @relation(fields: [actionId], references: [id])
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output Json
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status String // success | failed
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createdAt DateTime @default(now())
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@@map("ai_action_results")
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}
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model AIKnowledgeReference {
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id String @id @default(cuid())
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sessionId String
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session AISupportSession @relation(fields: [sessionId], references: [id])
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knowledgeId String // KnowledgeEntry.id — resolved through ai-support/knowledge's public
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// index.ts, not a cross-module DB-level FK (Constitution Principle III)
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relevanceScore Float?
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createdAt DateTime @default(now())
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@@index([sessionId])
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@@map("ai_knowledge_references")
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}
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model AIConfidencePolicy {
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id String @id @default(cuid())
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productId String? // null = system-wide default row
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product Product? @relation(fields: [productId], references: [id])
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categoryId String? // null = applies to every category of productId
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highThreshold Float
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lowThreshold Float
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maxClarifyingQuestions Int
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updatedAt DateTime @updatedAt
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@@unique([productId, categoryId])
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@@map("ai_confidence_policies")
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}
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