support_backend/tests/integration/orchestration-flow.test.ts

import { describe, it, expect, beforeAll, afterAll } from 'vitest';
import { buildApp } from '@/app';
import { prismaClient } from '@/infrastructure/database';
import { FastifyInstance } from 'fastify';
import { loginAs, authHeader } from '../helpers/auth';
import {
  encryptCredential,
  generateCredentialSecret,
  issueIntegrationToken,
} from '@/modules/catalog/products';

/**
 * Covers specs/007-orchestration-assignment/quickstart.md Scenarios 1, 3, 4, 5 against a real
 * Postgres/Redis — one ticket's lifecycle through escalation, automatic assignment, history,
 * manual reassignment, and re-escalation.
 */
describe('Orchestration and assignment — full flow (User Stories 1, 3, 4, 5)', () => {
  let app: FastifyInstance;
  let adminToken: string;
  const externalProductId = `TEST_ORCH_PROD_${Date.now()}`;
  const skillTag = `orch_skill_${Date.now()}`;
  let productId: string;
  let teamId: string;
  let agentAId: string;
  let agentBId: string;
  let secret: string;
  let ticketId: string;

  beforeAll(async () => {
    app = await buildApp();
    adminToken = await loginAs(app, 'ADMIN');

    const product = await prismaClient.product.create({
      data: { externalProductId, name: 'Orchestration Test Product', status: 'active' },
    });
    productId = product.id;
    secret = generateCredentialSecret();
    await prismaClient.productIntegration.create({
      data: {
        productId,
        credentialRef: encryptCredential(secret),
        authMechanism: 'signed_token',
        allowedScope: { tenantIds: ['tenant-1'] },
        status: 'active',
        rateLimitPerMinute: 1000,
        rateLimitPerUserPerMinute: 1000,
      },
    });

    const team = await app.inject({
      method: 'POST',
      url: '/admin/teams',
      headers: authHeader(adminToken),
      payload: { name: `Orch Team ${Date.now()}` },
    });
    teamId = team.json().data.id;

    const agentA = await app.inject({
      method: 'POST',
      url: `/admin/teams/${teamId}/agents`,
      headers: authHeader(adminToken),
      payload: { name: 'Orch Agent A' },
    });
    agentAId = agentA.json().data.id;
    await app.inject({
      method: 'PUT',
      url: `/admin/agents/${agentAId}/skills/${skillTag}`,
      headers: authHeader(adminToken),
      payload: { level: 3 },
    });

    const agentB = await app.inject({
      method: 'POST',
      url: `/admin/teams/${teamId}/agents`,
      headers: authHeader(adminToken),
      payload: { name: 'Orch Agent B' },
    });
    agentBId = agentB.json().data.id;
    await app.inject({
      method: 'PUT',
      url: `/admin/agents/${agentBId}/skills/${skillTag}`,
      headers: authHeader(adminToken),
      payload: { level: 3 },
    });

    await app.inject({
      method: 'POST',
      url: '/admin/hierarchy-nodes',
      headers: authHeader(adminToken),
      payload: {
        name: 'Orch Node',
        order: 0,
        productScope: [externalProductId],
        skills: [skillTag],
        assignmentStrategy: 'ROUND_ROBIN',
      },
    });

    const token = issueIntegrationToken(secret, {
      externalProductId,
      tenantId: 'tenant-1',
      userId: 'user-1',
    });
    const created = await app.inject({
      method: 'POST',
      url: '/v1/support/requests',
      headers: { authorization: `Bearer ${token}` },
      payload: {
        productId: externalProductId,
        tenantId: 'tenant-1',
        userId: 'user-1',
        source: 'test',
        problem: 'Needs a human, unrelated to AI diagnosis in this test.',
      },
    });
    ticketId = created.json().data.ticketId;
  });

  afterAll(async () => {
    await prismaClient.assignmentHistory.deleteMany({ where: { ticketId } });
    await prismaClient.assignment.deleteMany({ where: { ticketId } });
    await prismaClient.hierarchyNode.deleteMany({ where: { name: 'Orch Node' } });
    await prismaClient.agentSkill.deleteMany({ where: { agentId: { in: [agentAId, agentBId] } } });
    await prismaClient.agent.deleteMany({ where: { teamId } });
    await prismaClient.team.deleteMany({ where: { id: teamId } });
    await prismaClient.ticketMessage.deleteMany({ where: { ticketId } });
    // A wildcard (non-product-scoped) SLA policy from another concurrently-running suite (e.g.
    // sla-escalation-flow.test.ts) can match this ticket too, leaving a real sla_run row that
    // would otherwise RESTRICT this delete.
    await prismaClient.sLARun.deleteMany({ where: { ticketId } });
    await prismaClient.ticket.deleteMany({ where: { id: ticketId } });
    await prismaClient.problem.deleteMany({ where: { productId } });
    await prismaClient.productIntegration.deleteMany({ where: { productId } });
    await prismaClient.product.deleteMany({ where: { id: productId } });
    await app.close();
  });

  it('Scenario 1: escalation triggers automatic resolution and assignment', async () => {
    const ticket = await prismaClient.ticket.findUniqueOrThrow({ where: { id: ticketId } });
    const escalate = await app.inject({
      method: 'PATCH',
      url: `/tickets/${ticketId}/status`,
      headers: authHeader(adminToken),
      payload: { status: 'HUMAN_ESCALATION', expectedVersion: ticket.version },
    });
    expect(escalate.statusCode).toBe(200);

    // The event handler runs synchronously within the same process (in-memory EventEmitter),
    // so by the time inject() resolves, publish's listeners have already been invoked — no
    // polling needed, matching this codebase's existing event-bus behavior (005's own
    // handleTicketStatusChanged is exercised the same way).
    const current = await app.inject({ method: 'GET', url: `/tickets/${ticketId}/assignment` });
    expect(current.statusCode).toBe(200);
    expect([agentAId, agentBId]).toContain(current.json().data.agentId);
    expect(current.json().data.strategy).toBe('ROUND_ROBIN');

    const updatedTicket = await prismaClient.ticket.findUniqueOrThrow({ where: { id: ticketId } });
    expect(updatedTicket.status).toBe('IN_PROGRESS');
  });

  it('Scenario 4: a manual reassignment overrides the automatic one', async () => {
    const before = await app.inject({ method: 'GET', url: `/tickets/${ticketId}/assignment` });
    const originalAgentId = before.json().data.agentId;
    const otherAgentId = originalAgentId === agentAId ? agentBId : agentAId;

    const manual = await app.inject({
      method: 'POST',
      url: `/admin/tickets/${ticketId}/assignment`,
      headers: authHeader(adminToken),
      payload: { agentId: otherAgentId, reason: 'Manual override for test' },
    });
    expect(manual.statusCode).toBe(200);
    expect(manual.json().data.agentId).toBe(otherAgentId);
    expect(manual.json().data.strategy).toBe('MANUAL');

    const current = await app.inject({ method: 'GET', url: `/tickets/${ticketId}/assignment` });
    expect(current.json().data.agentId).toBe(otherAgentId);

    const notFound = await app.inject({
      method: 'POST',
      url: `/admin/tickets/${ticketId}/assignment`,
      headers: authHeader(adminToken),
      payload: { agentId: 'nonexistent-agent-id' },
    });
    expect(notFound.statusCode).toBe(404);
  });

  it('Scenario 3: assignment history preserves every prior decision', async () => {
    const history = await app.inject({
      method: 'GET',
      url: `/tickets/${ticketId}/assignment-history`,
    });
    expect(history.statusCode).toBe(200);
    const rows: { action: string; strategy: string }[] = history.json().data;
    expect(rows.length).toBeGreaterThanOrEqual(2); // the automatic assignment + the manual one
    expect(rows.some((r) => r.action === 'assigned')).toBe(true);
    expect(rows.some((r) => r.action === 'reassigned')).toBe(true);
  });

  it('Scenario 5: re-escalation resolves a fresh eligible set and reassigns', async () => {
    const beforeReEscalate = await prismaClient.assignment.findFirst({
      where: { ticketId, isCurrent: true },
    });

    const ticket = await prismaClient.ticket.findUniqueOrThrow({ where: { id: ticketId } });
    await app.inject({
      method: 'PATCH',
      url: `/tickets/${ticketId}/status`,
      headers: authHeader(adminToken),
      payload: { status: 'HUMAN_ESCALATION', expectedVersion: ticket.version },
    });

    const afterReEscalate = await app.inject({
      method: 'GET',
      url: `/tickets/${ticketId}/assignment`,
    });
    expect(afterReEscalate.statusCode).toBe(200);

    const history = await app.inject({
      method: 'GET',
      url: `/tickets/${ticketId}/assignment-history`,
    });
    const rows: { agentId: string | null }[] = history.json().data;
    // The pre-re-escalation assignment must still be present in history, whatever the new one is.
    expect(rows.some((r) => r.agentId === beforeReEscalate?.agentId)).toBe(true);
  });
});