ManagementRepository/ProductReportRepository.countEverEscalatedToHuman checked
a list of terminal statuses that ticket-state-machine.ts's own transition
table shows are reachable from BOTH the AI-resolved path and the
human-escalation path once they converge (RESOLUTION_PENDING_CUSTOMER,
RESOLVED, CLOSED, REOPENED). Every AI-resolved ticket was being double-counted
as human-escalated too — confirmed live against real seeded dev data
(humanEscalated: 34 out of totalCases: 34, an impossible 100%).
Fixed by keying off assignments: { some: {} } instead, since
orchestrationService.handleHumanEscalation is the only code path that ever
creates an Assignment row. Updated management-dashboard.test.ts's own
human-resolved fixture to create a real Assignment row, since it previously
relied on the now-fixed buggy status-based signal without one.
Found via manual verification against a real running dev server while
building supporthub-web's 002-reporting-dashboards-ui, not by any existing
automated test.
Co-Authored-By: Claude Sonnet 5 <noreply@anthropic.com>
