435 lines
16 KiB
Python
435 lines
16 KiB
Python
"""Handoff management — unified park/escalate with dual-write backward compat.
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Creates handoff snapshots, AI assessments (for escalations), claim workflow,
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and queue queries. Dual-writes to ai_sessions.escalation_package for
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backward compatibility with the existing escalation queue.
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"""
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import asyncio
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import logging
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from datetime import datetime, timezone
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from typing import Any
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from uuid import UUID
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from sqlalchemy import select
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from sqlalchemy.ext.asyncio import AsyncSession
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from app.core.config import settings
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from app.core.email import EmailService
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from app.core.escalation_bus import bus as escalation_bus
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from app.models.ai_session import AISession
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from app.models.session_branch import SessionBranch
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from app.models.session_handoff import SessionHandoff
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from app.models.user import User
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logger = logging.getLogger(__name__)
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class HandoffManager:
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"""Unified park/escalate handoff management."""
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def __init__(self, db: AsyncSession):
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self.db = db
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async def create_handoff(
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self,
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session_id: UUID,
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intent: str,
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engineer_notes: str | None,
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user_id: UUID,
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priority: str = "normal",
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) -> SessionHandoff:
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"""Create a handoff (park or escalate).
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Generates snapshot, updates session status, dual-writes to
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escalation_package for backward compat.
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"""
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result = await self.db.execute(
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select(AISession).where(AISession.id == session_id)
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)
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session = result.scalar_one_or_none()
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if not session:
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raise ValueError(f"Session {session_id} not found")
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# Generate snapshot
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snapshot = await self._generate_snapshot(session)
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# Generate AI assessment for escalations
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ai_assessment = None
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ai_assessment_data = None
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if intent == "escalate":
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ai_assessment, ai_assessment_data = (
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await self._generate_ai_assessment_with_timeout(session)
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)
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handoff = SessionHandoff(
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session_id=session_id,
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account_id=session.account_id,
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handed_off_by=user_id,
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intent=intent,
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source_branch_id=session.active_branch_id,
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snapshot=snapshot,
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ai_assessment=ai_assessment,
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ai_assessment_data=ai_assessment_data,
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engineer_notes=engineer_notes,
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priority=priority,
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)
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self.db.add(handoff)
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# Update session status
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if intent == "park":
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session.status = "paused"
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elif intent == "escalate":
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session.status = "escalated"
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session.handoff_count = (session.handoff_count or 0) + 1
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# Dual-write for backward compat
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session.escalation_package = {
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"snapshot": snapshot,
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"intent": intent,
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"engineer_notes": engineer_notes,
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"handoff_id": str(handoff.id),
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}
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await self.db.flush()
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return handoff
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async def dispatch_escalation_notifications(
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self, handoff: SessionHandoff
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) -> int:
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"""Email engineer-or-admin users in the account about a new escalation.
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Call this AFTER `db.commit()` has succeeded — sending email for a
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rolled-back handoff is the kind of trust-erosion bug that makes pilot
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customers stop trusting the tool. Returns the number of recipients
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successfully emailed (best-effort, not authoritative).
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Failures are logged but never raise: the wedge demo's reliability
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story is "handoff creation always succeeds; notification is best-effort,"
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not "handoff creation depends on the email service being up." This is
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the graceful-degradation regression the eng + codex reviews both
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flagged as critical.
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Per-channel delivery records (Codex correction on the dead
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`notification_sent` boolean) are a v1.x story — for now the
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application logs are the audit trail.
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"""
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if handoff.intent != "escalate":
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return 0
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# Publish to the in-memory bus first so connected senior-tech inboxes
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# see the new card slide in within ~1s of escalate. This path is
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# fire-and-forget (no IO, just memory) so it can sit ahead of the
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# email fan-out.
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try:
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await escalation_bus.publish(
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handoff.account_id,
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{
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"type": "handoff_created",
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"handoff_id": str(handoff.id),
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"session_id": str(handoff.session_id),
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"priority": handoff.priority,
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"engineer_notes": handoff.engineer_notes or "",
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"created_at": handoff.created_at.isoformat()
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if handoff.created_at
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else None,
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},
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)
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except Exception:
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logger.exception(
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"EscalationBus publish failed for handoff %s", handoff.id
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)
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try:
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recipients = (
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await self.db.execute(
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select(User).where(
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User.account_id == handoff.account_id,
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User.id != handoff.handed_off_by,
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User.account_role.in_(("owner", "admin", "engineer")),
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User.is_active.is_(True),
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User.deleted_at.is_(None),
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)
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)
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).scalars().all()
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if not recipients:
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logger.info(
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"No notification recipients for handoff %s in account %s",
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handoff.id,
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handoff.account_id,
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)
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return 0
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# Pull session for the email subject. Fall back to a generic title
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# if the session is gone (e.g. cascade delete mid-dispatch).
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session_result = await self.db.execute(
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select(AISession).where(AISession.id == handoff.session_id)
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)
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session = session_result.scalar_one_or_none()
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problem = (
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session.problem_summary if session and session.problem_summary
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else "an active session"
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)
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title = f"New escalation: {problem}"
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notes = (handoff.engineer_notes or "").strip()
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body = (
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"A teammate has escalated a session and is asking for help.\n\n"
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f"Reason: {notes if notes else 'No reason provided.'}\n"
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f"Priority: {handoff.priority}"
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)
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link_url = (
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f"{settings.FRONTEND_URL.rstrip('/')}/escalations"
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if settings.FRONTEND_URL
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else None
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)
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results = await asyncio.gather(
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*[
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EmailService.send_notification_email(
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to_email=r.email,
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title=title,
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body=body,
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link_url=link_url,
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)
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for r in recipients
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],
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return_exceptions=True,
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)
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sent = sum(1 for r in results if r is True)
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logger.info(
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"Escalation notifications dispatched for handoff %s: %d/%d recipients",
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handoff.id,
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sent,
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len(recipients),
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)
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return sent
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except Exception:
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logger.exception(
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"Escalation notification dispatch failed for handoff %s",
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handoff.id,
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)
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return 0
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async def _generate_snapshot(self, session: AISession) -> dict[str, Any]:
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"""Generate a snapshot of the session state at handoff time."""
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snapshot: dict[str, Any] = {
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"problem_summary": session.problem_summary,
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"problem_domain": session.problem_domain,
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"status": session.status,
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"step_count": session.step_count,
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"confidence_tier": session.confidence_tier,
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}
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# Add branch map if branching is active
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if session.is_branching:
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branches_result = await self.db.execute(
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select(SessionBranch)
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.where(SessionBranch.session_id == session.id)
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.order_by(SessionBranch.branch_order)
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)
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branches = list(branches_result.scalars().all())
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branch_map = []
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for b in branches:
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branch_map.append({
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"id": str(b.id),
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"label": b.label,
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"status": b.status,
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"status_reason": b.status_reason,
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"parent_branch_id": str(b.parent_branch_id) if b.parent_branch_id else None,
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})
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snapshot["branch_map"] = branch_map
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snapshot["active_branch_id"] = str(session.active_branch_id) if session.active_branch_id else None
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return snapshot
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async def claim_session(
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self,
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handoff_id: UUID,
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claiming_user_id: UUID,
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) -> SessionHandoff:
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"""Claim a handed-off session."""
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result = await self.db.execute(
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select(SessionHandoff).where(SessionHandoff.id == handoff_id)
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)
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handoff = result.scalar_one_or_none()
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if not handoff:
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raise ValueError(f"Handoff {handoff_id} not found")
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handoff.claimed_by = claiming_user_id
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handoff.claimed_at = datetime.now(timezone.utc)
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# Reactivate session
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session_result = await self.db.execute(
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select(AISession).where(AISession.id == handoff.session_id)
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)
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session = session_result.scalar_one()
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session.status = "active"
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# Dual-write
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session.escalated_to_id = claiming_user_id
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await self.db.flush()
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return handoff
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async def _generate_ai_assessment(
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self, session: AISession
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) -> tuple[str | None, dict[str, Any] | None]:
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"""Generate AI diagnostic assessment for escalation handoffs."""
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try:
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from app.services.assistant_chat_service import _call_ai
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context = f"Problem: {session.problem_summary or 'Unknown'}\nDomain: {session.problem_domain or 'Unknown'}"
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msgs = session.conversation_messages or []
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# Include last 10 messages for context
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recent = "\n".join(
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f"[{m.get('role', '?')}]: {m.get('content', '')[:200]}"
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for m in msgs[-10:]
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)
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assessment_text, _, _ = await _call_ai(
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system_base="You are a diagnostic assessment generator for MSP escalations.",
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rag_context="",
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history=[],
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new_message=(
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f"Generate a brief diagnostic assessment for this escalation.\n"
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f"{context}\n\nRecent conversation:\n{recent}\n\n"
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f"Return: 1) Most likely cause, 2) Suggested next steps, 3) Confidence (low/medium/high)"
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),
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max_tokens=500,
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)
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assessment_data = {
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"likely_cause": "See assessment text",
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"suggested_steps": [],
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"confidence": "medium",
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}
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return assessment_text, assessment_data
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except Exception:
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logger.exception("Failed to generate AI assessment")
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return None, None
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async def _generate_ai_assessment_with_timeout(
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self, session: AISession
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) -> tuple[str | None, dict[str, Any] | None]:
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"""Generate optional escalation assessment within the click-path budget."""
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timeout = settings.ESCALATION_AI_ASSESSMENT_TIMEOUT_SECONDS
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try:
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return await asyncio.wait_for(
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self._generate_ai_assessment(session),
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timeout=timeout,
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)
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except asyncio.TimeoutError:
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logger.warning(
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"Escalation AI assessment timed out after %ss for session %s",
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timeout,
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session.id,
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)
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return None, None
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async def generate_briefing(
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self, handoff_id: UUID, claiming_user_id: UUID
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) -> str:
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"""Generate a natural-language briefing for the engineer claiming the session."""
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result = await self.db.execute(
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select(SessionHandoff).where(SessionHandoff.id == handoff_id)
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)
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handoff = result.scalar_one_or_none()
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if not handoff:
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raise ValueError(f"Handoff {handoff_id} not found")
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session_result = await self.db.execute(
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select(AISession).where(AISession.id == handoff.session_id)
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)
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session = session_result.scalar_one()
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from app.services.assistant_chat_service import _call_ai
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snapshot_text = str(handoff.snapshot)[:2000]
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briefing, _, _ = await _call_ai(
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system_base="You are a handoff briefing generator for MSP teams.",
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rag_context="",
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history=[],
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new_message=(
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f"Generate a concise briefing for an engineer picking up this session.\n"
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f"Problem: {session.problem_summary}\n"
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f"Intent: {handoff.intent}\n"
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f"Engineer notes: {handoff.engineer_notes or 'None'}\n"
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f"Snapshot: {snapshot_text}\n"
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f"AI Assessment: {handoff.ai_assessment or 'None'}"
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),
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max_tokens=500,
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)
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return briefing
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async def push_to_psa(self, handoff_id: UUID) -> SessionHandoff:
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"""Push handoff notes to PSA via existing psa_documentation_service."""
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result = await self.db.execute(
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select(SessionHandoff).where(SessionHandoff.id == handoff_id)
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)
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handoff = result.scalar_one_or_none()
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if not handoff:
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raise ValueError(f"Handoff {handoff_id} not found")
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try:
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from app.services.psa_documentation_service import push_session_notes
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session_result = await self.db.execute(
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select(AISession).where(AISession.id == handoff.session_id)
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)
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session = session_result.scalar_one()
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if session.psa_ticket_id and session.psa_connection_id:
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note_id = await push_session_notes(
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session=session,
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notes_content=handoff.ai_assessment or str(handoff.snapshot),
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db=self.db,
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)
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handoff.psa_note_pushed = True
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handoff.psa_note_id = note_id
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except Exception:
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logger.exception(f"Failed to push handoff {handoff_id} to PSA")
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await self.db.flush()
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return handoff
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async def get_queue(
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self,
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team_id: UUID | None = None,
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account_id: UUID | None = None,
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) -> list[dict[str, Any]]:
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"""Get team queue of parked + escalated sessions."""
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query = (
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select(SessionHandoff, AISession)
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.join(AISession, SessionHandoff.session_id == AISession.id)
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.where(SessionHandoff.claimed_by.is_(None))
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.order_by(SessionHandoff.created_at.desc())
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)
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if team_id:
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query = query.where(AISession.team_id == team_id)
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elif account_id:
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query = query.where(AISession.account_id == account_id)
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result = await self.db.execute(query)
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rows = result.all()
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queue_items = []
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for handoff, session in rows:
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queue_items.append({
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"handoff_id": handoff.id,
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"session_id": session.id,
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"intent": handoff.intent,
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"problem_summary": session.problem_summary,
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"problem_domain": session.problem_domain,
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"priority": handoff.priority,
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"engineer_notes": handoff.engineer_notes,
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"created_at": handoff.created_at,
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"claimed_by": handoff.claimed_by,
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"claimed_at": handoff.claimed_at,
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})
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return queue_items
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