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feat(pilot): Phase 4 — Resolve + Escalate PSA writebacks with status verification
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Wires the preview popover's Confirm & post action to ConnectWise (and,
via the provider pattern, any future PSA). Adds the parallel Escalate
flow with the handoff-oriented five-section markdown. Sessions without a
linked PSA ticket resolve/escalate locally — markdown stored, status
flipped, nothing posted externally.

Backend:
- EscalationPackageGeneratorService: Sonnet, five sections (Problem /
  What we've confirmed / What we've tried / Current hypothesis /
  Suggested next steps). Shares the preview_cache with a separate KIND
  so Resolve and Escalate previews for the same state coexist.
- PSAWritebackService: post_resolution_note (RESOLUTION note type,
  customer-visible), post_escalation_package (INTERNAL_ANALYSIS,
  handoff for the next engineer only), transition_ticket_status with
  mandatory re-fetch verification. PSAStatusVerificationError surfaces
  loudly when CW silently rejects a status change — the
  ConnectWise anti-pattern CLAUDE.md flags.
- Endpoints:
  * POST /ai-sessions/{id}/escalation-package/preview
  * POST /ai-sessions/{id}/resolution-note/post
  * POST /ai-sessions/{id}/escalation-package/post
  Outcomes: "resolved" / "escalated" with external_id + verified status,
  "resolved_local" / "escalated_local" when no PSA linked.
- Target CW status IDs live in account_settings.preferences
  (cw_resolved_status_id, cw_escalated_status_id). When unset, the post
  proceeds without a status transition — response includes a
  status_transition_skipped_reason rather than silently erroring.
- 7 tests: local-only path, PSA happy path with verified transition,
  status verification failure → 502, skipped transition when
  unconfigured, 409 on already-resolved re-post, escalate parallel path,
  internal-analysis note type enforced.

Frontend:
- ResolutionNotePreview now kind-parameterized ('resolve' | 'escalate')
  with inline edit + Confirm & post. Preview loads from the matching
  backend endpoint; posting calls the matching endpoint; outcome toast
  surfaces the verified CW status or the local-only result.
- AssistantChatPage: previewKind state replaces previewOpen; two toggle
  buttons (Preview Resolve note / Escalate instead) in the lane's bottom
  slot. handleConfirmPost dispatches by kind.

Verified 2026-04-22:
- Local-only Resolve + Escalate round-trip against the dev stack.
- Live Sonnet escalation-package preview; cache hit on repeat call
  with no state change (separate cache kind from resolution-note).
- PSA post + status-verification paths covered by mocked-provider pytest
  cases. Live CW round-trip pending a test CW instance.

Co-Authored-By: Claude Opus 4.7 (1M context) <noreply@anthropic.com>
This commit is contained in:
Michael Chihlas
2026-04-21 23:54:54 -04:00
parent 7ccf4c602b
commit 8fd2c1bac6
10 changed files with 1337 additions and 46 deletions
Download Patch File Download Diff File Expand all files Collapse all files

120
frontend/src/pages/AssistantChatPage.tsx
View File

@@ -87,16 +87,19 @@ export default function AssistantChatPage() {
// selectChat and after each chat send (the AI may have emitted [PROMOTE]
// markers that synthesized new facts server-side).
const [facts, setFacts] = useState<SessionFact[]>([])
// Phase 3: active suggested fix + resolution-note preview state.
// Phase 3: active suggested fix; Phase 4 extends the preview popover to
// support both Resolve and Escalate (kind-parameterized, one active at a time).
const [activeFix, setActiveFix] = useState<SessionSuggestedFix | null>(null)
const [previewOpen, setPreviewOpen] = useState(false)
const [previewKind, setPreviewKind] = useState<'resolve' | 'escalate' | null>(null)
const [previewData, setPreviewData] = useState<ResolutionNotePreviewData | null>(null)
const [previewLoading, setPreviewLoading] = useState(false)
const [previewError, setPreviewError] = useState<string | null>(null)
const [previewPosting, setPreviewPosting] = useState(false)
// Debounce timer for preview refresh — Phase 3 spec calls for 500ms client-
// side debounce so rapid edits don't fan out to the LLM (cache absorbs the
// dups, but the request itself still costs HTTP RTT).
const previewDebounceRef = useRef<ReturnType<typeof setTimeout> | null>(null)
const previewOpen = previewKind !== null
const [showOverflow, setShowOverflow] = useState(false)
const toggleSidebarCollapse = () => {
const next = !sidebarCollapsed
@@ -281,11 +284,18 @@ export default function AssistantChatPage() {
}
}, [])
const refreshPreview = useCallback(async (chatId: string) => {
// Kind-aware preview fetch: Resolve hits /resolution-note/preview,
// Escalate hits /escalation-package/preview. They're cached separately
// on the backend, so switching kinds never returns stale markdown.
const refreshPreview = useCallback(async (chatId: string, kind?: 'resolve' | 'escalate') => {
const effectiveKind = kind ?? previewKind
if (!effectiveKind) return
setPreviewLoading(true)
setPreviewError(null)
try {
const p = await sessionSuggestedFixesApi.getResolutionNotePreview(chatId)
const p = effectiveKind === 'resolve'
? await sessionSuggestedFixesApi.getResolutionNotePreview(chatId)
: await sessionSuggestedFixesApi.getEscalationPackagePreview(chatId)
if (currentChatRef.current !== chatId) return
setPreviewData(p)
} catch (err: unknown) {
@@ -298,7 +308,7 @@ export default function AssistantChatPage() {
} finally {
setPreviewLoading(false)
}
}, [])
}, [previewKind])
// Trigger preview refresh with a 500ms debounce. The backend cache short-
// circuits same-state calls, but the network round-trip is still avoidable
@@ -365,13 +375,61 @@ export default function AssistantChatPage() {
}
}
const handleTogglePreview = () => {
const handleOpenPreview = (kind: 'resolve' | 'escalate') => {
if (!activeChatId) return
const next = !previewOpen
setPreviewOpen(next)
if (next && !previewData) {
// First open — fetch immediately, no debounce.
refreshPreview(activeChatId)
// Opening a different kind clobbers the cached markdown so the popover
// doesn't flash stale content while the new kind fetches.
if (previewKind !== kind) setPreviewData(null)
setPreviewKind(kind)
setPreviewError(null)
refreshPreview(activeChatId, kind)
}
const handleClosePreview = () => {
setPreviewKind(null)
setPreviewError(null)
}
const handleConfirmPost = async (markdown: string) => {
if (!activeChatId || !previewKind) return
setPreviewPosting(true)
try {
const out = previewKind === 'resolve'
? await sessionSuggestedFixesApi.postResolutionNote(activeChatId, markdown)
: await sessionSuggestedFixesApi.postEscalationPackage(activeChatId, markdown)
setActiveSessionStatus(out.session_status)
if (out.outcome === 'resolved') {
toast.success(
out.verified_status_id
? `Posted to ${previewData?.target_ticket_ref ?? 'PSA'} · status ${out.verified_status_name}`
: `Posted to ${previewData?.target_ticket_ref ?? 'PSA'}${out.status_transition_skipped_reason ? ' · status unchanged' : ''}`,
)
} else if (out.outcome === 'escalated') {
toast.success(
out.verified_status_id
? `Escalated · ${previewData?.target_ticket_ref ?? 'PSA'} status ${out.verified_status_name}`
: `Escalated · handoff posted to ${previewData?.target_ticket_ref ?? 'PSA'}`,
)
} else if (out.outcome === 'resolved_local') {
toast.success('Session resolved locally (no PSA ticket linked)')
} else if (out.outcome === 'escalated_local') {
toast.success('Session escalated locally (no PSA ticket linked)')
}
handleClosePreview()
} catch (err: unknown) {
console.error('[AssistantChat] confirm post failed:', err)
const status = (err as { response?: { status?: number }; response?: { data?: { detail?: string } } })?.response?.status
const detail = (err as { response?: { data?: { detail?: string } } })?.response?.data?.detail
if (status === 502) {
toast.error(detail || 'PSA posted partially — see server logs.')
} else if (status === 409) {
toast.warning(detail || 'Session is already in that state.')
} else {
toast.error('Could not post. Please try again.')
}
} finally {
setPreviewPosting(false)
}
}
@@ -388,7 +446,7 @@ export default function AssistantChatPage() {
setActiveFix(null)
setPreviewData(null)
setPreviewError(null)
setPreviewOpen(false)
setPreviewKind(null)
// Fire facts + active-fix fetches in parallel with session detail.
refreshSessionDerived(chatId)
try {
@@ -1207,20 +1265,42 @@ export default function AssistantChatPage() {
}
bottomSlot={
<>
<button
onClick={handleTogglePreview}
className="flex items-center gap-1.5 text-[0.75rem] font-medium text-accent-text hover:text-heading transition-colors px-3 mt-1"
>
<FileText size={12} />
{previewOpen ? 'Hide' : 'Preview'} Resolve note
</button>
<div className="flex items-center gap-3 px-3 mt-1">
<button
onClick={() => handleOpenPreview('resolve')}
className={cn(
'flex items-center gap-1.5 text-[0.75rem] font-medium transition-colors',
previewKind === 'resolve'
? 'text-success'
: 'text-accent-text hover:text-heading',
)}
>
<FileText size={12} />
{previewKind === 'resolve' ? 'Showing' : 'Preview'} Resolve note
</button>
<button
onClick={() => handleOpenPreview('escalate')}
className={cn(
'flex items-center gap-1.5 text-[0.75rem] font-medium transition-colors',
previewKind === 'escalate'
? 'text-warning'
: 'text-muted-foreground hover:text-heading',
)}
>
<ArrowUpRight size={12} />
{previewKind === 'escalate' ? 'Showing' : 'Escalate instead'}
</button>
</div>
<ResolutionNotePreviewPopover
kind={previewKind ?? 'resolve'}
open={previewOpen}
loading={previewLoading}
preview={previewData}
error={previewError}
onClose={() => setPreviewOpen(false)}
onClose={handleClosePreview}
onRefresh={() => activeChatId && refreshPreview(activeChatId)}
onConfirm={handleConfirmPost}
posting={previewPosting}
/>
</>
}