feat: overhaul session documentation, PSA notes, and client communications
- Reformat PSA resolution/escalation notes: clean single-line header, steps with engineer responses inline, remove duplicate timing blocks, remove AI confidence section, add follow-up recommendations - Standardize time display to decimal hours (e.g. 0.25 hrs) across all note formatters and status update context - Add follow_up_recommendations to SessionDocumentation schema and surface in SessionDocView; extracted from resolution suggestion steps - Add _build_what_we_know() helper: uses session.evidence_items when cockpit branch merges, falls back to deriving findings from steps - Fix option label lookup in generate_status_update (was passing raw machine values to AI instead of human-readable labels) - Add 'What We Know' section to status update ticket notes prompt - Improve _build_session_context in resolution_output_generator to include intake text and full step details instead of truncated chat - Add request_info audience type: client-facing information request that skips the length step and generates a numbered question list - Improve client_update and email_draft prompts with per-context guidance (status/resolution/escalation) and fix escalation subject line from 'Specialist Review' to 'Specialist Assistance' Co-Authored-By: Claude Sonnet 4.6 <noreply@anthropic.com>
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chihlasm
@@ -57,181 +57,199 @@ def _format_datetime(dt: datetime | None) -> str:
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return dt.strftime("%Y-%m-%d %I:%M %p UTC")
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def _get_engineer_response(step) -> str | None:
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"""Extract the engineer's response label from a step."""
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if step.was_skipped:
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return "Skipped"
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if step.selected_option and step.options_presented:
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for opt in step.options_presented:
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if opt.get("value") == step.selected_option:
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return opt.get("label", step.selected_option)
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return step.selected_option
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if step.selected_option:
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return step.selected_option
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if step.free_text_input:
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return step.free_text_input
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return None
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def format_resolution_note(session: AISession, include_steps: bool = True) -> str:
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"""Format a resolved session as a plain-text note for CW."""
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lines = [
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"═══ FlowPilot Session Documentation ═══",
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f"Session: {session.id}",
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]
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# Engineer name from relationship if loaded, otherwise user_id
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engineer_name = getattr(session, 'user', None)
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if engineer_name and hasattr(engineer_name, 'name'):
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lines.append(f"Engineer: {engineer_name.name}")
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engineer_display = engineer_name.name if engineer_name and hasattr(engineer_name, 'name') else "Unknown"
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lines.extend([
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f"Date: {_format_datetime(session.resolved_at)}",
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f"Started: {_format_datetime(session.created_at)}",
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f"Ended: {_format_datetime(session.resolved_at)}",
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])
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# Duration
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duration_str = ""
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if session.resolved_at and session.created_at:
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delta = session.resolved_at - session.created_at
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minutes = int(delta.total_seconds() / 60)
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if minutes < 60:
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lines.append(f"Duration: {minutes}m")
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else:
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lines.append(f"Duration: {minutes // 60}h {minutes % 60}m")
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total_hrs = round(delta.total_seconds() / 3600, 2)
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duration_str = f" — {total_hrs} hrs"
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lines.append("")
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lines.append("── Problem ──")
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lines.append(session.problem_summary or "No summary available")
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if session.problem_domain:
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lines.append(f"Domain: {session.problem_domain}")
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lines = [
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f"FlowPilot Session — {engineer_display}{duration_str}",
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f"Problem: {session.problem_summary or 'No summary available'}",
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]
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# Diagnostic steps
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if include_steps and session.steps:
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lines.append("")
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lines.append("── Diagnosis Path ──")
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lines.append("Steps:")
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for step in session.steps:
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content = step.content or {}
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step_type = content.get("type", step.step_type).capitalize()
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description = content.get("text", "")
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response_text = ""
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if step.was_skipped:
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response_text = "Skipped"
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elif step.selected_option:
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# Try to find the label
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if step.options_presented:
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for opt in step.options_presented:
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if opt.get("value") == step.selected_option:
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response_text = opt.get("label", step.selected_option)
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break
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else:
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response_text = step.selected_option
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else:
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response_text = step.selected_option
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elif step.free_text_input:
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response_text = step.free_text_input
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lines.append(f"{step.step_order + 1}. [{step_type}] {description}")
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if response_text:
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lines.append(f" → Response: {response_text}")
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if step.action_result:
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result = step.action_result
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outcome = "Succeeded" if result.get("success") else "Did not resolve"
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if details := result.get("details"):
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outcome += f" — {details}"
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lines.append(f" → Result: {outcome}")
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step_type = content.get("type", "")
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if step_type == "resolution_suggestion":
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continue # Not a diagnostic step
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description = content.get("text", "").strip()
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if not description:
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continue
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response = _get_engineer_response(step)
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line = f"{step.step_order + 1}. {description}"
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if response and response != "Skipped":
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line += f" — {response}"
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elif response == "Skipped":
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line += " (skipped)"
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lines.append(line)
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# Resolution
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lines.append("")
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lines.append("── Resolution ──")
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lines.append(session.resolution_summary or "No resolution summary")
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lines.append(f"Resolution: {session.resolution_summary or 'No resolution summary'}")
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if session.resolution_action:
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lines.append(session.resolution_action)
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# Confidence
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lines.append("")
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lines.append("── AI Confidence ──")
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lines.append(f"Final confidence: {session.confidence_tier} ({session.confidence_score:.0%})")
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# Follow-up recommendations from resolution suggestion step
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follow_ups: list[str] = []
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for step in session.steps:
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content = step.content or {}
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if content.get("type") == "resolution_suggestion":
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recs = content.get("follow_up_recommendations", [])
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if isinstance(recs, list):
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follow_ups.extend(recs)
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if follow_ups:
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lines.append("")
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lines.append("Follow-up:")
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for rec in follow_ups:
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lines.append(f"- {rec}")
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# Timing section (always present)
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# Timing
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lines.append("")
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lines.append("── Session Timing ──")
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lines.append(f"Start: {_format_datetime(session.created_at)}")
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lines.append(f"End: {_format_datetime(session.resolved_at)}")
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if session.resolved_at and session.created_at:
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delta = session.resolved_at - session.created_at
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minutes = int(delta.total_seconds() / 60)
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lines.append(f"Total: {minutes // 60}h {minutes % 60}m" if minutes >= 60 else f"Total: {minutes}m")
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total_hrs = round(delta.total_seconds() / 3600, 2)
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lines.append(f"Total: {total_hrs} hrs")
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lines.append("")
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lines.append("Generated by ResolutionFlow FlowPilot")
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lines.append("Generated by ResolutionFlow")
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return "\n".join(lines)
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def _derive_what_we_know(session: AISession) -> tuple[list[str], list[str], list[str]]:
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"""Return (confirmed, ruled_out, pending) findings.
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Uses session.evidence_items when the cockpit branch is merged; falls back
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to deriving from completed diagnostic steps.
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"""
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evidence_items = getattr(session, 'evidence_items', None)
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if evidence_items:
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confirmed = [e['text'] for e in evidence_items if e.get('status') == 'confirmed']
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ruled_out = [e['text'] for e in evidence_items if e.get('status') == 'ruled_out']
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pending = [e['text'] for e in evidence_items if e.get('status') == 'pending']
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return confirmed, ruled_out, pending
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# Derive from completed steps — all answered steps become findings
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findings = []
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for step in sorted(session.steps or [], key=lambda s: s.step_order):
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content = step.content or {}
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if content.get("type") in ("resolution_suggestion", "briefing", "status_update"):
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continue
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description = content.get("text", "").strip()
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if not description or step.was_skipped:
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continue
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response = _get_engineer_response(step)
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if response:
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findings.append(f"{description} — {response}")
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return findings, [], []
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def format_escalation_note(session: AISession, include_steps: bool = True) -> str:
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"""Format an escalated session as a plain-text note for CW."""
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engineer_obj = getattr(session, 'user', None)
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engineer_display = engineer_obj.name if engineer_obj and hasattr(engineer_obj, 'name') else "Unknown"
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escalated_to_obj = getattr(session, 'escalated_to', None)
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escalated_to_display = escalated_to_obj.name if escalated_to_obj and hasattr(escalated_to_obj, 'name') else None
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escalated_at = session.resolved_at or datetime.now(timezone.utc)
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duration_str = ""
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if session.created_at:
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delta = escalated_at - session.created_at
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total_hrs = round(delta.total_seconds() / 3600, 2)
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duration_str = f" — {total_hrs} hrs"
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header = f"FlowPilot Escalation — {engineer_display}{duration_str}"
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if escalated_to_display:
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header += f" → {escalated_to_display}"
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lines = [
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"═══ FlowPilot Escalation Documentation ═══",
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f"Session: {session.id}",
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header,
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f"Problem: {session.problem_summary or 'No summary available'}",
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]
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engineer_name = getattr(session, 'user', None)
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if engineer_name and hasattr(engineer_name, 'name'):
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lines.append(f"Escalated by: {engineer_name.name}")
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escalated_to = getattr(session, 'escalated_to', None)
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if escalated_to and hasattr(escalated_to, 'name'):
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lines.append(f"Escalated to: {escalated_to.name}")
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else:
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lines.append("Escalated to: Unassigned")
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lines.extend([
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f"Date: {_format_datetime(session.resolved_at or datetime.now(timezone.utc))}",
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f"Started: {_format_datetime(session.created_at)}",
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])
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if session.resolved_at and session.created_at:
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delta = session.resolved_at - session.created_at
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minutes = int(delta.total_seconds() / 60)
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lines.append(f"Duration: {minutes // 60}h {minutes % 60}m" if minutes >= 60 else f"Duration: {minutes}m")
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lines.append("")
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lines.append("── Problem ──")
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lines.append(session.problem_summary or "No summary available")
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# Work completed
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# Work completed with responses
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if include_steps and session.steps:
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lines.append("")
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lines.append("── Work Completed ──")
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for step in session.steps:
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lines.append("Work completed:")
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for step in sorted(session.steps, key=lambda s: s.step_order):
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content = step.content or {}
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description = content.get("text", "")
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lines.append(f"{step.step_order + 1}. {description}")
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if content.get("type") in ("resolution_suggestion", "briefing", "status_update"):
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continue
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description = content.get("text", "").strip()
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if not description:
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continue
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response = _get_engineer_response(step)
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line = f"{step.step_order + 1}. {description}"
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if response and response != "Skipped":
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line += f" — {response}"
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elif response == "Skipped":
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line += " (skipped)"
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lines.append(line)
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# What We Know
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confirmed, ruled_out, pending = _derive_what_we_know(session)
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if confirmed or ruled_out or pending:
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lines.append("")
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lines.append("What we know:")
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for f in confirmed:
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lines.append(f" ✓ {f}")
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for f in ruled_out:
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lines.append(f" ✗ {f}")
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for f in pending:
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lines.append(f" ? {f}")
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# Escalation reason
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lines.append("")
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lines.append("── Escalation Reason ──")
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lines.append(session.escalation_reason or "No reason provided")
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lines.append(f"Escalation reason: {session.escalation_reason or 'No reason provided'}")
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# Escalation package details
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# Suggested next steps from escalation package
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pkg = session.escalation_package or {}
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if hypotheses := pkg.get("remaining_hypotheses"):
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lines.append("")
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lines.append("── Remaining Hypotheses ──")
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if isinstance(hypotheses, list):
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for h in hypotheses:
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lines.append(f"- {h}")
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else:
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lines.append(str(hypotheses))
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if suggestions := pkg.get("suggested_next_steps"):
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lines.append("")
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lines.append("── Suggested Next Steps ──")
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if isinstance(suggestions, list):
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for s in suggestions:
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lines.append(f"- {s}")
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else:
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lines.append(str(suggestions))
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lines.append("Suggested next steps:")
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items = suggestions if isinstance(suggestions, list) else [str(suggestions)]
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for s in items:
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lines.append(f"- {s}")
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# Timing
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lines.append("")
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lines.append("── Session Timing ──")
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lines.append(f"Start: {_format_datetime(session.created_at)}")
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escalated_at = session.resolved_at or datetime.now(timezone.utc)
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lines.append(f"Escalated: {_format_datetime(escalated_at)}")
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if session.created_at:
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delta = escalated_at - session.created_at
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minutes = int(delta.total_seconds() / 60)
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lines.append(f"Total: {minutes // 60}h {minutes % 60}m" if minutes >= 60 else f"Total: {minutes}m")
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total_hrs = round(delta.total_seconds() / 3600, 2)
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lines.append(f"Total: {total_hrs} hrs")
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lines.append("")
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lines.append("Generated by ResolutionFlow FlowPilot")
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lines.append("Generated by ResolutionFlow")
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return "\n".join(lines)
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