003-ticketing's ticket-state-machine.ts already defines AI_ANALYZING/
AI_TROUBLESHOOTING/AI_VERIFYING/AI_RESOLVED/HUMAN_ESCALATION ticket
statuses, clearly authored anticipating this feature. Corrects the plan
before implementation: AISupportSession.status now drives Ticket.status
through the existing ticketsService.updateStatus (reusing its optimistic
concurrency), instead of an isolated status field the rest of the system
never sees. Also clarifies that knowledge retrieval is an in-process
service call through knowledge's index.ts, not an HTTP loopback.
Co-Authored-By: Claude Sonnet 5 <noreply@anthropic.com>
Two-call reasoning design (structured-output diagnosis, then a separate
knowledge-grounded reasoning/tool call), confidence-band policy as a DB-
configurable gate applied by app code, a deterministic tool-policy gate
that never reads AI free text, an app-owned runbook step index, and a
fail-closed placeholder verification tool mirroring the existing
malware-scanner precedent. Real Anthropic Claude integration per explicit
product decision.
Co-Authored-By: Claude Sonnet 5 <noreply@anthropic.com>
