resolutionflow/backend/app/models/l1_walk_session.py

"""L1 walk session model.

Per-session state for an L1 technician walking a ticket through a flow,
flow proposal, or ad-hoc investigation. Tracks the walked path, notes
captured at each step, and terminal resolution / escalation metadata.
"""
import uuid
from datetime import datetime, timezone
from typing import Any, Optional, TYPE_CHECKING

import sqlalchemy as sa
from sqlalchemy import String, Text, DateTime, Boolean, ForeignKey, CheckConstraint
from sqlalchemy import text as sa_text
from sqlalchemy.orm import Mapped, mapped_column, relationship
from sqlalchemy.dialects.postgresql import UUID, JSONB

from app.core.database import Base

if TYPE_CHECKING:
    from app.models.account import Account
    from app.models.user import User
    from app.models.tree import Tree
    from app.models.flow_proposal import FlowProposal


class L1WalkSession(Base):
    """A single L1 technician session walking a ticket.

    session_kind values:
    - flow: Walking a published flow (flow_id required, flow_proposal_id null).
    - proposal: Walking a draft flow proposal (flow_proposal_id required, flow_id null).
    - adhoc: Free-form investigation (both flow_id and flow_proposal_id null).
    - ai_build: AI-generated decision-tree walk (both flow_id and flow_proposal_id null).

    status lifecycle:
    - active: Session is in progress.
    - resolved: Issue resolved; resolution_notes captured.
    - escalated: Could not resolve; escalation_reason captured.
    - abandoned: Session exited without resolution or explicit escalation.
    """

    __tablename__ = "l1_walk_sessions"
    __table_args__ = (
        CheckConstraint(
            "ticket_kind IN ('psa', 'internal')",
            name="ck_l1_walk_sessions_ticket_kind",
        ),
        CheckConstraint(
            "session_kind IN ('flow', 'proposal', 'adhoc', 'ai_build')",
            name="ck_l1_walk_sessions_session_kind",
        ),
        CheckConstraint(
            "status IN ('active', 'resolved', 'escalated', 'abandoned')",
            name="ck_l1_walk_sessions_status",
        ),
        CheckConstraint(
            "(session_kind = 'flow' AND flow_id IS NOT NULL AND flow_proposal_id IS NULL) "
            "OR (session_kind = 'proposal' AND flow_proposal_id IS NOT NULL AND flow_id IS NULL) "
            "OR (session_kind IN ('adhoc', 'ai_build') AND flow_id IS NULL AND flow_proposal_id IS NULL)",
            name="ck_l1_walk_sessions_target_consistency",
        ),
    )

    id: Mapped[uuid.UUID] = mapped_column(
        UUID(as_uuid=True), primary_key=True, default=uuid.uuid4
    )
    account_id: Mapped[uuid.UUID] = mapped_column(
        UUID(as_uuid=True),
        ForeignKey("accounts.id", ondelete="CASCADE"),
        nullable=False,
        index=True,
    )
    created_by_user_id: Mapped[uuid.UUID] = mapped_column(
        UUID(as_uuid=True),
        ForeignKey("users.id", ondelete="RESTRICT"),
        nullable=False,
        index=True,
    )

    # ── Actor context ──
    acting_as: Mapped[Optional[str]] = mapped_column(String(30), nullable=True)

    # ── Ticket reference ──
    ticket_id: Mapped[str] = mapped_column(String(64), nullable=False)
    ticket_kind: Mapped[str] = mapped_column(String(10), nullable=False)

    # ── Session kind + target ──
    session_kind: Mapped[str] = mapped_column(String(20), nullable=False)
    flow_id: Mapped[Optional[uuid.UUID]] = mapped_column(
        UUID(as_uuid=True),
        ForeignKey("trees.id", ondelete="SET NULL"),
        nullable=True,
    )
    flow_proposal_id: Mapped[Optional[uuid.UUID]] = mapped_column(
        UUID(as_uuid=True),
        ForeignKey("flow_proposals.id", ondelete="SET NULL"),
        nullable=True,
    )

    # ── Navigation state ──
    current_node_id: Mapped[Optional[str]] = mapped_column(String(100), nullable=True)
    walked_path: Mapped[list[dict[str, Any]]] = mapped_column(
        JSONB(), nullable=False, server_default=sa_text("'[]'::jsonb"),
    )
    walk_notes: Mapped[list[dict[str, Any]]] = mapped_column(
        JSONB(), nullable=False, server_default=sa_text("'[]'::jsonb"),
    )

    # ── Lifecycle ──
    status: Mapped[str] = mapped_column(
        String(20), nullable=False, server_default=sa_text("'active'"), index=True,
    )

    # ── Resolution ──
    resolution_notes: Mapped[Optional[str]] = mapped_column(Text(), nullable=True)
    helpful: Mapped[Optional[bool]] = mapped_column(Boolean(), nullable=True)

    # ── Escalation ──
    escalation_reason: Mapped[Optional[str]] = mapped_column(Text(), nullable=True)
    escalation_reason_category: Mapped[Optional[str]] = mapped_column(
        String(30), nullable=True,
    )

    # ── Timestamps ──
    started_at: Mapped[datetime] = mapped_column(
        DateTime(timezone=True), default=lambda: datetime.now(timezone.utc)
    )
    last_step_at: Mapped[datetime] = mapped_column(
        DateTime(timezone=True),
        default=lambda: datetime.now(timezone.utc),
        onupdate=lambda: datetime.now(timezone.utc),
        index=True,
    )
    resolved_at: Mapped[Optional[datetime]] = mapped_column(
        DateTime(timezone=True), nullable=True,
    )

    # ── Relationships ──
    account: Mapped["Account"] = relationship("Account")
    created_by: Mapped["User"] = relationship("User", foreign_keys=[created_by_user_id])
    flow: Mapped[Optional["Tree"]] = relationship("Tree")
    flow_proposal: Mapped[Optional["FlowProposal"]] = relationship("FlowProposal")