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saqib mirandClaude Sonnet 5 846b9e8dca docs: plan and design artifacts for orchestration and assignment feature

Maps the feature onto the three existing orchestration/{routing,
assignments,orchestration} scaffold stubs. Key decisions: Assignment
refined as a version-row-per-period model (paired with a separate
append-only AssignmentHistory event log), round-robin concurrency
safety via atomic Redis INCR (reusing existing infra, not a new one),
LEAST_LOADED/SKILL_BASED tie-breaks falling back to that same cursor,
currentLoad read but never mutated by this feature, and the escalation
trigger reusing 005's existing domain-event bus rather than a new
notification path.

Co-Authored-By: Claude Sonnet 5 <noreply@anthropic.com>

2026-09-03 11:30:23 +05:30

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Phase 1 Data Model: Orchestration and Assignment

All new models use cuid() ids. Refines docs/06-database-schema.md's conceptual Assignment/ AssignmentHistory shapes (research.md).

Assignment

Field	Type	Notes
id	String @id @default(cuid())
ticketId	String	FK → `Ticket`. Not unique — one row per assignment period (research.md)
agentId	String	FK → `Agent`
strategy	String	`ROUND_ROBIN` \| `LEAST_LOADED` \| `SKILL_BASED` \| `MANUAL` \| `DIRECT`
reason	String?	Free text — required-in-practice for `MANUAL`/`DIRECT`, optional for automatic strategies
isCurrent	Boolean @default(true)	Exactly one `true` row per `ticketId` at a time — set `false` when superseded
assignedAt	DateTime @default(now())
unassignedAt	DateTime?	Set when superseded by a later assignment

Constraints: Index on (ticketId, isCurrent) — the exact shape "the current assignment for this ticket" queries on. No DB-level unique on (ticketId, isCurrent: true) (Postgres partial unique indexes aren't expressed directly in this Prisma version's schema syntax used elsewhere in this codebase) — enforced instead by the repository's single transaction that supersedes the prior row and inserts the new one together (same class of guarantee as 004's conditional-update-then-insert).

AssignmentHistory

Field	Type	Notes
id	String @id @default(cuid())
ticketId	String	FK → `Ticket`
agentId	String?	Null for a `no eligible agent` outcome (FR-008)
action	String	`assigned` \| `reassigned` \| `unassigned`
strategy	String	Same value set as `Assignment.strategy`
reason	String?
actor	String	`system` (automatic orchestration) or an admin/agent identifier (manual)
createdAt	DateTime @default(now())

Never updated or deleted — this is the append-only audit trail FR-009/SC-003/SC-004 require. Written in the same transaction as the Assignment row it corresponds to (or on its own, for a "no eligible agent" outcome that produces no Assignment row at all).

Ticket / Agent (relations added by this feature)

Ticket.assignments Assignment[], Ticket.assignmentHistory AssignmentHistory[], Agent.assignments Assignment[] — forward relations doc 06 already implied but that couldn't be added until these models existed (same pattern every prior feature has used for its own new back-relations).

No new fields on `HierarchyNode` or `AgentAvailability`

Round-robin's cursor lives in Redis, not Postgres (research.md) — no schema change to either model 006-support-organization already shipped. AgentAvailability.currentLoad is read, never written, by this feature (research.md) — no new mutation path added to it here.

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