support_backend/src/modules/orchestration/escalation/service/escalation.service.ts

import { randomUUID } from 'crypto';
import { EscalationEvent, EscalationPolicy, EscalationRule } from '@prisma/client';
import { NotFoundError } from '@/common/errors';
import { ticketsService } from '@/modules/ticketing/tickets';
import { hierarchyRepository } from '@/modules/orchestration/hierarchy';
import { productsRepository } from '@/modules/catalog/products';
import { assignmentEngine, AssignmentEngine } from '@/modules/orchestration/assignments';
import { eventBus } from '@/events/event-bus';
import { DomainEventName } from '@/events/domain-events';
import {
  escalationPolicyRepository,
  EscalationPolicyRepository,
  escalationRuleRepository,
  EscalationRuleRepository,
  escalationEventRepository,
  EscalationEventRepository,
} from '../repository';
import { CreateEscalationPolicyBody, CreateEscalationRuleBody, UpdateEscalationRuleBody } from '../schema';

export class EscalationService {
  constructor(
    private readonly policies: EscalationPolicyRepository = escalationPolicyRepository,
    private readonly rules: EscalationRuleRepository = escalationRuleRepository,
    private readonly events: EscalationEventRepository = escalationEventRepository,
    private readonly assignments: AssignmentEngine = assignmentEngine,
  ) {}

  /**
   * FR-013/FR-014/FR-015: called by the SLA breach sweep (research.md — a direct in-process
   * call, not a queued job) for every newly-detected breach. Resolves the applicable policy
   * (product-match-or-global), fires one EscalationEvent + scoped re-assignment per matching
   * active rule. Records nothing when no policy or no rule matches — the breach itself is
   * already durably recorded by the caller (SLARun.breachedAt/firstResponseBreachedAt).
   */
  async handleBreach(ticketId: string, triggerType: 'resolution_breach' | 'first_response_breach'): Promise<void> {
    const ticket = await ticketsService.getById(ticketId);
    const policy = await this.policies.findApplicable(ticket.productId);
    if (!policy) return;

    const matchingRules = await this.rules.findActiveRules(policy.id, triggerType);
    for (const rule of matchingRules) {
      await this.fire(ticketId, rule.id, rule.targetNodeId, 'system', `SLA ${triggerType} — rule ${rule.id}`);
    }
  }

  /** FR-016/FR-017: manual escalation to a caller-specified node, rejected if it doesn't exist. */
  async escalateManually(
    ticketId: string,
    targetNodeId: string,
    actor: string,
    reason: string,
  ): Promise<EscalationEvent> {
    const node = await hierarchyRepository.findById(targetNodeId);
    if (!node) throw new NotFoundError('Hierarchy node not found.');

    return this.fire(ticketId, null, targetNodeId, actor, reason);
  }

  private async fire(
    ticketId: string,
    ruleId: string | null,
    targetNodeId: string,
    actor: string,
    reason: string,
  ): Promise<EscalationEvent> {
    const event = await this.events.create({
      ticketId,
      ruleId,
      // No existing model persists "which hierarchy node is this ticket currently in" — Assignment
      // (007) tracks only agentId, never a hierarchyNodeId — so fromNodeId is honestly left null
      // rather than fabricated (data-model.md: "if any").
      fromNodeId: null,
      toNodeId: targetNodeId,
      reason,
      triggeredBy: actor,
    });

    await this.assignments.assignToSpecificNode(ticketId, targetNodeId, actor, reason);

    // research.md "SLA_BREACHED/ESCALATION_TRIGGERED are also published, for audit, not for
    // logic" — no subscriber consumes this; a durable event-log record only.
    await eventBus.publish({
      eventId: randomUUID(),
      eventName: DomainEventName.ESCALATION_TRIGGERED,
      aggregateId: ticketId,
      aggregateType: 'Ticket',
      timestamp: new Date().toISOString(),
      payload: { ticketId, ruleId, targetNodeId, actor, reason },
    });

    return event;
  }

  async getHistory(ticketId: string): Promise<EscalationEvent[]> {
    return this.events.findAllForTicket(ticketId);
  }

  async createPolicy(data: CreateEscalationPolicyBody): Promise<EscalationPolicy> {
    if (data.productId) {
      const product = await productsRepository.findById(data.productId);
      if (!product) throw new NotFoundError('Product not found.');
    }
    return this.policies.create(data);
  }

  async listPolicies(): Promise<EscalationPolicy[]> {
    return this.policies.findAll();
  }

  async getPolicy(id: string): Promise<EscalationPolicy> {
    const policy = await this.policies.findById(id);
    if (!policy) throw new NotFoundError('Escalation policy not found.');
    return policy;
  }

  async createRule(policyId: string, data: CreateEscalationRuleBody): Promise<EscalationRule> {
    await this.getPolicy(policyId);
    const node = await hierarchyRepository.findById(data.targetNodeId);
    if (!node) throw new NotFoundError('Hierarchy node not found.');

    return this.rules.create({ ...data, policyId });
  }

  async updateRule(ruleId: string, data: UpdateEscalationRuleBody): Promise<EscalationRule> {
    if (data.targetNodeId) {
      const node = await hierarchyRepository.findById(data.targetNodeId);
      if (!node) throw new NotFoundError('Hierarchy node not found.');
    }
    return this.rules.update(ruleId, data);
  }

  async deactivateRule(ruleId: string): Promise<EscalationRule> {
    return this.rules.deactivate(ruleId);
  }
}

export const escalationService = new EscalationService();