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"@happyvertical/smrt-support:SupportServiceTarget", "path": "/supportservicetargets/[id]", "method": "GET" }, { "kind": "cli", "name": "supportservicetarget_list", "operation": "list", "objectName": "@happyvertical/smrt-support:SupportServiceTarget" }, { "kind": "cli", "name": "supportservicetarget_get", "operation": "get", "objectName": "@happyvertical/smrt-support:SupportServiceTarget" }, { "kind": "mcp", "name": "supportservicetarget_list", "operation": "list", "objectName": "@happyvertical/smrt-support:SupportServiceTarget" }, { "kind": "mcp", "name": "supportservicetarget_get", "operation": "get", "objectName": "@happyvertical/smrt-support:SupportServiceTarget" }, { "kind": "api", "name": "supportservicetargets.forCase", "operation": "forCase", "objectName": "@happyvertical/smrt-support:SupportServiceTargetCollection", "path": "/supportservicetargets/forCase", "method": "POST" }, { "kind": "api", "name": "supportservicetargets.activeTarget", "operation": "activeTarget", "objectName": "@happyvertical/smrt-support:SupportServiceTargetCollection", "path": "/supportservicetargets/activeTarget", "method": "POST" }, { "kind": "cli", "name": "supportservicetargetcollection_forCase", "operation": "forCase", "objectName": "@happyvertical/smrt-support:SupportServiceTargetCollection" }, { "kind": "cli", "name": "supportservicetargetcollection_activeTarget", "operation": "activeTarget", "objectName": "@happyvertical/smrt-support:SupportServiceTargetCollection" }, { "kind": "mcp", "name": "supportservicetargetcollection_forcase", "operation": "forCase", "objectName": "@happyvertical/smrt-support:SupportServiceTargetCollection" }, { "kind": "mcp", "name": "supportservicetargetcollection_activetarget", "operation": "activeTarget", "objectName": "@happyvertical/smrt-support:SupportServiceTargetCollection" }, { "kind": "api", "name": "supportescalations.list", "operation": "list", "objectName": "@happyvertical/smrt-support:SupportEscalation", "path": "/supportescalations", "method": "GET" }, { "kind": "api", "name": "supportescalations.get", "operation": "get", "objectName": "@happyvertical/smrt-support:SupportEscalation", "path": "/supportescalations/[id]", "method": "GET" }, { "kind": "cli", "name": "supportescalation_list", "operation": "list", "objectName": "@happyvertical/smrt-support:SupportEscalation" }, { "kind": "cli", "name": "supportescalation_get", "operation": "get", "objectName": "@happyvertical/smrt-support:SupportEscalation" }, { "kind": "mcp", "name": "supportescalation_list", "operation": "list", "objectName": "@happyvertical/smrt-support:SupportEscalation" }, { "kind": "mcp", "name": "supportescalation_get", "operation": "get", "objectName": "@happyvertical/smrt-support:SupportEscalation" }, { "kind": "api", "name": "supportescalations.forCase", "operation": "forCase", "objectName": "@happyvertical/smrt-support:SupportEscalationCollection", "path": "/supportescalations/forCase", "method": "POST" }, { "kind": "cli", "name": "supportescalationcollection_forCase", "operation": "forCase", "objectName": "@happyvertical/smrt-support:SupportEscalationCollection" }, { "kind": "mcp", "name": "supportescalationcollection_forcase", "operation": "forCase", "objectName": "@happyvertical/smrt-support:SupportEscalationCollection" }, { "kind": "api", "name": "supportcharges.list", "operation": "list", "objectName": "@happyvertical/smrt-support:SupportCharge", "path": "/supportcharges", "method": "GET" }, { "kind": "api", "name": "supportcharges.get", "operation": "get", "objectName": "@happyvertical/smrt-support:SupportCharge", "path": "/supportcharges/[id]", "method": "GET" }, { "kind": "cli", "name": "supportcharge_list", "operation": "list", "objectName": "@happyvertical/smrt-support:SupportCharge" }, { "kind": "cli", "name": "supportcharge_get", "operation": "get", "objectName": "@happyvertical/smrt-support:SupportCharge" }, { "kind": "mcp", "name": "supportcharge_list", "operation": "list", "objectName": "@happyvertical/smrt-support:SupportCharge" }, { "kind": "mcp", "name": "supportcharge_get", "operation": "get", "objectName": "@happyvertical/smrt-support:SupportCharge" }, { "kind": "api", "name": "supportcharges.forTimeEntry", "operation": "forTimeEntry", "objectName": "@happyvertical/smrt-support:SupportChargeCollection", "path": "/supportcharges/forTimeEntry", "method": "POST" }, { "kind": "api", "name": "supportcharges.forCase", "operation": "forCase", "objectName": "@happyvertical/smrt-support:SupportChargeCollection", "path": "/supportcharges/forCase", "method": "POST" }, { "kind": "cli", "name": "supportchargecollection_forTimeEntry", "operation": "forTimeEntry", "objectName": "@happyvertical/smrt-support:SupportChargeCollection" }, { "kind": "cli", "name": "supportchargecollection_forCase", "operation": "forCase", "objectName": "@happyvertical/smrt-support:SupportChargeCollection" }, { "kind": "mcp", "name": "supportchargecollection_fortimeentry", "operation": "forTimeEntry", "objectName": "@happyvertical/smrt-support:SupportChargeCollection" }, { "kind": "mcp", "name": "supportchargecollection_forcase", "operation": "forCase", "objectName": "@happyvertical/smrt-support:SupportChargeCollection" }, { "kind": "api", "name": "supportcompensations.list", "operation": "list", "objectName": "@happyvertical/smrt-support:SupportCompensation", "path": "/supportcompensations", "method": "GET" }, { "kind": "api", "name": "supportcompensations.get", "operation": "get", "objectName": "@happyvertical/smrt-support:SupportCompensation", "path": "/supportcompensations/[id]", "method": "GET" }, { "kind": "cli", "name": "supportcompensation_list", "operation": "list", "objectName": "@happyvertical/smrt-support:SupportCompensation" }, { "kind": "cli", "name": "supportcompensation_get", "operation": "get", "objectName": "@happyvertical/smrt-support:SupportCompensation" }, { "kind": "mcp", "name": "supportcompensation_list", "operation": "list", "objectName": "@happyvertical/smrt-support:SupportCompensation" }, { "kind": "mcp", "name": "supportcompensation_get", "operation": "get", "objectName": "@happyvertical/smrt-support:SupportCompensation" }, { "kind": "api", "name": "supportcompensations.forTimeEntry", "operation": "forTimeEntry", "objectName": "@happyvertical/smrt-support:SupportCompensationCollection", "path": "/supportcompensations/forTimeEntry", "method": "POST" }, { "kind": "api", "name": "supportcompensations.forSpecialist", "operation": "forSpecialist", "objectName": "@happyvertical/smrt-support:SupportCompensationCollection", "path": "/supportcompensations/forSpecialist", "method": "POST" }, { "kind": "cli", "name": "supportcompensationcollection_forTimeEntry", "operation": "forTimeEntry", "objectName": "@happyvertical/smrt-support:SupportCompensationCollection" }, { "kind": "cli", "name": "supportcompensationcollection_forSpecialist", "operation": "forSpecialist", "objectName": "@happyvertical/smrt-support:SupportCompensationCollection" }, { "kind": "mcp", "name": "supportcompensationcollection_fortimeentry", "operation": "forTimeEntry", "objectName": "@happyvertical/smrt-support:SupportCompensationCollection" }, { "kind": "mcp", "name": "supportcompensationcollection_forspecialist", "operation": "forSpecialist", "objectName": "@happyvertical/smrt-support:SupportCompensationCollection" }, { "kind": "api", "name": "supportspecialists.list", "operation": "list", "objectName": "@happyvertical/smrt-support:SupportSpecialist", "path": "/supportspecialists", "method": "GET" }, { "kind": "api", "name": "supportspecialists.get", "operation": "get", "objectName": "@happyvertical/smrt-support:SupportSpecialist", "path": "/supportspecialists/[id]", "method": "GET" }, { "kind": "api", "name": "supportspecialists.create", "operation": "create", "objectName": "@happyvertical/smrt-support:SupportSpecialist", "path": "/supportspecialists", "method": "POST" }, { "kind": "api", "name": "supportspecialists.update", "operation": "update", "objectName": "@happyvertical/smrt-support:SupportSpecialist", "path": "/supportspecialists/[id]", "method": "PATCH" }, { "kind": "api", "name": "supportspecialists.delete", "operation": "delete", "objectName": "@happyvertical/smrt-support:SupportSpecialist", "path": "/supportspecialists/[id]", "method": "DELETE" }, { "kind": "cli", "name": "supportspecialist_list", "operation": "list", "objectName": "@happyvertical/smrt-support:SupportSpecialist" }, { "kind": "cli", "name": "supportspecialist_get", "operation": "get", "objectName": "@happyvertical/smrt-support:SupportSpecialist" }, { "kind": "mcp", "name": "supportspecialist_list", "operation": "list", "objectName": "@happyvertical/smrt-support:SupportSpecialist" }, { "kind": "mcp", "name": "supportspecialist_get", "operation": "get", "objectName": "@happyvertical/smrt-support:SupportSpecialist" }, { "kind": "api", "name": "supportspecialists.findActive", "operation": "findActive", "objectName": "@happyvertical/smrt-support:SupportSpecialistCollection", "path": "/supportspecialists/findActive", "method": "POST" }, { "kind": "api", "name": "supportspecialists.byProfile", "operation": "byProfile", "objectName": "@happyvertical/smrt-support:SupportSpecialistCollection", "path": "/supportspecialists/byProfile", "method": "POST" }, { "kind": "cli", "name": "supportspecialistcollection_findActive", "operation": "findActive", "objectName": "@happyvertical/smrt-support:SupportSpecialistCollection" }, { "kind": "cli", "name": "supportspecialistcollection_byProfile", "operation": "byProfile", "objectName": "@happyvertical/smrt-support:SupportSpecialistCollection" }, { "kind": "mcp", "name": "supportspecialistcollection_findactive", "operation": "findActive", "objectName": "@happyvertical/smrt-support:SupportSpecialistCollection" }, { "kind": "mcp", "name": "supportspecialistcollection_byprofile", "operation": "byProfile", "objectName": "@happyvertical/smrt-support:SupportSpecialistCollection" }, { "kind": "api", "name": "supportqualifications.list", "operation": "list", "objectName": "@happyvertical/smrt-support:SupportQualification", "path": "/supportqualifications", "method": "GET" }, { "kind": "api", "name": "supportqualifications.get", "operation": "get", "objectName": "@happyvertical/smrt-support:SupportQualification", "path": "/supportqualifications/[id]", "method": "GET" }, { "kind": "api", "name": "supportqualifications.create", "operation": "create", "objectName": "@happyvertical/smrt-support:SupportQualification", "path": "/supportqualifications", "method": "POST" }, { "kind": "api", "name": "supportqualifications.update", "operation": "update", "objectName": "@happyvertical/smrt-support:SupportQualification", "path": "/supportqualifications/[id]", "method": "PATCH" }, { "kind": "api", "name": "supportqualifications.delete", "operation": "delete", "objectName": "@happyvertical/smrt-support:SupportQualification", "path": "/supportqualifications/[id]", "method": "DELETE" }, { "kind": "cli", "name": "supportqualification_list", "operation": "list", "objectName": "@happyvertical/smrt-support:SupportQualification" }, { "kind": "cli", "name": "supportqualification_get", "operation": "get", "objectName": "@happyvertical/smrt-support:SupportQualification" }, { "kind": "mcp", "name": "supportqualification_list", "operation": "list", "objectName": "@happyvertical/smrt-support:SupportQualification" }, { "kind": "mcp", "name": "supportqualification_get", "operation": "get", "objectName": "@happyvertical/smrt-support:SupportQualification" }, { "kind": "api", "name": "supportqualifications.forSpecialist", "operation": "forSpecialist", "objectName": "@happyvertical/smrt-support:SupportQualificationCollection", "path": "/supportqualifications/forSpecialist", "method": "POST" }, { "kind": "api", "name": "supportqualifications.forProject", "operation": "forProject", "objectName": "@happyvertical/smrt-support:SupportQualificationCollection", "path": "/supportqualifications/forProject", "method": "POST" }, { "kind": "cli", "name": "supportqualificationcollection_forSpecialist", "operation": "forSpecialist", "objectName": "@happyvertical/smrt-support:SupportQualificationCollection" }, { "kind": "cli", "name": "supportqualificationcollection_forProject", "operation": "forProject", "objectName": "@happyvertical/smrt-support:SupportQualificationCollection" }, { "kind": "mcp", "name": "supportqualificationcollection_forspecialist", "operation": "forSpecialist", "objectName": "@happyvertical/smrt-support:SupportQualificationCollection" }, { "kind": "mcp", "name": "supportqualificationcollection_forproject", "operation": "forProject", "objectName": "@happyvertical/smrt-support:SupportQualificationCollection" }, { "kind": "api", "name": "supportavailabilities.list", "operation": "list", "objectName": "@happyvertical/smrt-support:SupportAvailability", "path": "/supportavailabilities", "method": "GET" }, { "kind": "api", "name": "supportavailabilities.get", "operation": "get", "objectName": "@happyvertical/smrt-support:SupportAvailability", "path": "/supportavailabilities/[id]", "method": "GET" }, { "kind": "api", "name": "supportavailabilities.create", "operation": "create", "objectName": "@happyvertical/smrt-support:SupportAvailability", "path": "/supportavailabilities", "method": "POST" }, { "kind": "api", "name": "supportavailabilities.update", "operation": "update", "objectName": "@happyvertical/smrt-support:SupportAvailability", "path": "/supportavailabilities/[id]", "method": "PATCH" }, { "kind": "api", "name": "supportavailabilities.delete", "operation": "delete", "objectName": "@happyvertical/smrt-support:SupportAvailability", "path": "/supportavailabilities/[id]", "method": "DELETE" }, { "kind": "cli", "name": "supportavailability_list", "operation": "list", "objectName": "@happyvertical/smrt-support:SupportAvailability" }, { "kind": "cli", "name": "supportavailability_get", "operation": "get", "objectName": "@happyvertical/smrt-support:SupportAvailability" }, { "kind": "mcp", "name": "supportavailability_list", "operation": "list", "objectName": "@happyvertical/smrt-support:SupportAvailability" }, { "kind": "mcp", "name": "supportavailability_get", "operation": "get", "objectName": "@happyvertical/smrt-support:SupportAvailability" }, { "kind": "api", "name": "supportavailabilities.forSpecialist", "operation": "forSpecialist", "objectName": "@happyvertical/smrt-support:SupportAvailabilityCollection", "path": "/supportavailabilities/forSpecialist", "method": "POST" }, { "kind": "cli", "name": "supportavailabilitycollection_forSpecialist", "operation": "forSpecialist", "objectName": "@happyvertical/smrt-support:SupportAvailabilityCollection" }, { "kind": "mcp", "name": "supportavailabilitycollection_forspecialist", "operation": "forSpecialist", "objectName": "@happyvertical/smrt-support:SupportAvailabilityCollection" }, { "kind": "api", "name": "supportworklinks.list", "operation": "list", "objectName": "@happyvertical/smrt-support:SupportWorkLink", "path": "/supportworklinks", "method": "GET" }, { "kind": "api", "name": "supportworklinks.get", "operation": "get", "objectName": "@happyvertical/smrt-support:SupportWorkLink", "path": "/supportworklinks/[id]", "method": "GET" }, { "kind": "cli", "name": "supportworklink_list", "operation": "list", "objectName": "@happyvertical/smrt-support:SupportWorkLink" }, { "kind": "cli", "name": "supportworklink_get", "operation": "get", "objectName": "@happyvertical/smrt-support:SupportWorkLink" }, { "kind": "mcp", "name": "supportworklink_list", "operation": "list", "objectName": "@happyvertical/smrt-support:SupportWorkLink" }, { "kind": "mcp", "name": "supportworklink_get", "operation": "get", "objectName": "@happyvertical/smrt-support:SupportWorkLink" }, { "kind": "api", "name": "supportworklinks.forCase", "operation": "forCase", "objectName": "@happyvertical/smrt-support:SupportWorkLinkCollection", "path": "/supportworklinks/forCase", "method": "POST" }, { "kind": "cli", "name": "supportworklinkcollection_forCase", "operation": "forCase", "objectName": "@happyvertical/smrt-support:SupportWorkLinkCollection" }, { "kind": "mcp", "name": "supportworklinkcollection_forcase", "operation": "forCase", "objectName": "@happyvertical/smrt-support:SupportWorkLinkCollection" } ], "prompts": [], "relationshipsV2": { "foreignKeyFields": 29, "crossPackageRefFields": 12, "junctionCollections": 0, "hierarchicalObjects": 0, "polymorphicAssociations": 0, "uuidColumns": 150 }, "agentDoc": "# @happyvertical/smrt-support\n\nAI-first Support Cases for the SMRT framework (epic #1934). Every inbound\nsupport interaction — chat message or email — creates or joins one canonical,\ntenant-scoped **Support Case**; channels stay transports, never separate\nsystems of record. The package owns the case lifecycle, channel intake, the\nAutomated Support Response workflow with lossless **Human Handoff**,\nProject-qualified routing, **Service Target** clocks with timed escalation,\nand auditable **Service Time Entries** whose client charges and provider\ncompensation stay separate. Since #1955 the canonical `ServiceTimeEntry` class\nis owned by `smrt-projects`; this package exposes a compatibility subtype that\nrestates the shared fields for isolated manifest scanning. Both imports use the\nunchanged `service_time_entries` table, so no data is duplicated.\n\n**Boundary (FR-29a):** Support owns tickets, interactions, routing, and\nservice targets. Delivery Operations owns repository work — a **Delivery\nHandoff** links a case to a Development Work Item (e.g.\n`@happyvertical/smrt-projects:Issue`) via a `SupportWorkLink` without ever\ndriving its execution; the delivery side reports status echoes back.\n\n## Models\n\nCase-side models are **internal**: generated API/CLI/MCP surfaces are\nread-only (`list`/`get`) and every write goes through the service facades\n(the `smrt-chat` `ChatService` idiom). Operational configuration models\n(bindings, policies, specialists, qualifications, availability) expose full\ngenerated CRUD; **commercial terms** (`SupportPlan`,\n`SupportCompensationPlan`) are read-only too — their writes flow through the\n`support.manage-plans`-gated `SupportPlanAdminService`.\n\n### Case core (#1926)\n\n- **SupportCase** (`support_cases`) — canonical ticket: `caseNumber`,\n `subject`, `status` (`new → triaged → assigned → in_progress →\n waiting_on_client|escalated → resolved → closed`, guarded at save time via\n the WeakMap + authoritative-DB-read idiom from S5 #1390), `priority`,\n `severity` (plan-defined key), `category`, `sensitive`, `channelKind`,\n `clientProfileId`/`openedByProfileId` (crossPackageRef → Profile),\n `projectId` (app-defined string — deliberately not an FK), `bindingId`,\n `threadKey` (create-or-join dedup key), `planId` + `planSnapshot` (terms\n frozen at apply time), assignment fields, response stamps\n (`acknowledgedAt`, `firstRespondedAt`), `humanRequestedAt`, resolution\n fields, `reopenCount`/`lastReopenedAt`, `aiEnabled`.\n- **SupportInteraction** (`support_interactions`,\n `conflictColumns: ['source_key']`) — channel-neutral transport record:\n `direction` (`inbound`/`outbound`/`internal`), `channelKind`, `actorKind`\n (`client`/`specialist`/`agent`/`system`), denormalized `body`, and the\n qualified `sourceType`/`sourceId` + globally unique `sourceKey`\n (`chat:`, `email:`, `manual:`) that makes\n re-ingestion idempotent.\n- **SupportCaseEvent** (`support_case_events`) — append-only audit trail\n (transitions, assignments, AI runs, handoffs, escalations, target state,\n work links, reopens). Together with interactions this is the complete\n context a Human Handoff transfers.\n- **SupportChannelBinding** (`support_channel_bindings`,\n `conflictColumns: ['target_type','target_id']`) — marks a container as a\n support intake channel: `bindingKind` (`chat_room`/`email_account`),\n qualified `targetType` + `targetId`, default client/project/plan,\n `selfAddresses` (email direction heuristic). Unbound containers are never\n touched.\n- **SupportWorkLink** (`support_work_links`) — Support/Development Work Item\n links with a read-only `status` echo.\n\n### AI workflow (#1928)\n\n- **SupportPolicy** (`support_policies`) — what the AI may do without a\n human: `autoAcknowledge`/`autoClassify`/`autoAnswer` (on by default),\n `autoTroubleshoot`/`autoResolve` (off by default),\n `autoResolveMaxSeverity`, `confidenceThreshold`, `maxAutoAttempts`,\n `sensitiveCategories`, `allowedTools`, `autoSendEmailReplies` (off —\n email replies are drafted, not sent). Resolution is most-specific-wins on\n `(planId, projectId)`; no row → `DEFAULT_SUPPORT_POLICY` (conservative).\n- **SupportAiRun** (`support_ai_runs`) — append-only audit of each phase\n (`acknowledge`/`classify`/`answer`/`troubleshoot`/`resolve`) with\n `confidence`, classification output, knowledge refs, tool calls, outcome\n (`completed`/`skipped`/`failed`/`handed_off`), and `correlationId`.\n\n### Routing, targets, escalation (#1929)\n\n- **SupportSpecialist** (`support_specialists`) — specialist role record on a\n Profile (the commerce `Customer` role-record idiom): `languages`,\n `timezone`, `maxConcurrentCases`, `onCallPriority`, status.\n- **SupportQualification** (`support_qualifications`) — effective-dated\n Project Support Qualification (`trainee`/`qualified`/`expert`).\n- **SupportAvailability** (`support_availability_windows`) — weekly windows\n plus `on_call`/`time_off` spans.\n- **SupportPlan** (`support_plans`, `conflictColumns:\n ['tenant_id','plan_key']`) — the Managed Support Plan: coverage calendar +\n holidays + timezone, channels, severity definitions, per-severity\n acknowledgement/response/update/resolution target minutes, `pauseStatuses`\n (clocks pause only when the plan says so), escalation policy steps,\n availability fee, `includedMinutes`, `overageHourlyRate`,\n `onCallHourlyRate`, time-approval policy, optional\n `subscriptionPlanKey` binding (string, not a dependency).\n `snapshotTerms()` feeds `SupportCase.planSnapshot`.\n- **SupportServiceTarget** (`support_service_targets`,\n `conflictColumns: ['case_id','target_type','cycle']`) — one clock per\n target type (update clocks recur via `cycle`), with pause accounting and\n `escalationJobId` (the one-shot `_smrt_jobs` row scheduled at `dueAt`,\n cancelled on satisfy).\n- **SupportEscalation** (`support_escalations`) — the audit record of one\n escalation firing.\n- **SupportCompensationPlan** (`support_compensation_plans`) —\n effective-dated Support Specialist earning terms; specialist-specific plan\n wins over the tenant default at the work instant. Deliberately separate\n from `SupportPlan` (client pricing) so margin stays measurable.\n\n### Service time (#1930)\n\n- **ServiceTimeEntry** (`service_time_entries`) — auditable Professional\n Service duration: work-context-generic (`caseId` and/or polymorphic\n `workRefType`/`workRefId`), delivering Participant (`participantKind`\n `human`/`agent` + `participantProfileId`/`agentRef`), `source`\n (`timer`/`manual`/`import`/`agent` — one shared validation/audit\n contract), evidence JSON, and lifecycle `draft → submitted →\n approved|rejected`, `approved → corrected` only. **Approved entries are\n immutable**: the work-defining fields are frozen at save time (the\n `LicenseSale` WeakMap-freeze idiom, backed by an authoritative DB-row\n comparison); disputes create explicit corrections via `correctionOfId`.\n- **SupportCharge** / **SupportCompensation** (`support_charges` /\n `support_compensations`, one per time entry) — derived commercial\n snapshots: client amount from the Managed Support Plan (included-time\n consumption then metered overage) vs provider amount from the Support\n Compensation Plan, each with a frozen `rateSnapshot`. Margin = charge −\n compensation, computed by readers; settlement/invoicing composes at the\n app/accounting boundary (#1925) and is out of scope here.\n\n## Services\n\n- **SupportCaseService** — the closed write facade: `openCase`,\n `recordInteraction` (idempotent on `sourceKey`; stamps\n `acknowledgedAt`/`firstRespondedAt`; inbound un-parks\n `waiting_on_client`), `transition`, `assign`, `resolve`, `close`,\n `reopen` (preserves prior resolution in the reopen event), `requestHuman`,\n `linkWork`/`recordWorkStatus` (Delivery Handoff), `recordEvent`,\n `getTimeline` (merged interactions + events).\n- **SupportIntakeService** — create-or-join intake for both channels:\n `ingestChatMessage` (bound `ChatRoom`; `chat:[:]` thread\n keys; only `role: 'user'` messages), `ingestEmail` (bound `EmailAccount`;\n RFC-thread joins via `inReplyTo`; `selfAddresses` skip; unresolved senders\n park the case with `metadata.unresolvedClient`), plus\n `registerSupportIntake()` — an opt-in `GlobalInterceptors.afterSave`\n observer keyed on the `ChatMessage`/`Email` class names that never throws\n into the source package's save path. Join semantics: open case → join;\n resolved → reopen; closed → new case.\n- **SupportAiWorkflow** — the Automated Support Response (FR-28a):\n `processIntake`/`processCase` run acknowledge → classify → answer →\n resolve under the resolved `SupportPolicy` (conservative defaults), each\n phase writing a `SupportAiRun` + `ai_run` case event. AI calls go through\n the injected `SupportAiBoundary` (default uses `supportCase.do()` with\n defensive JSON parsing that fails toward the human); knowledge comes from\n the pluggable `SupportKnowledgeProvider` (default no-op). Classification\n never overwrites human triage; email answers are drafted\n (`metadata.draft`) unless the policy allows sending. Handoff triggers —\n `client_request`, `low_confidence`, `high_severity`, `sensitive`,\n `failed_resolution`, `policy` (attempt budget) — are always active.\n- **HumanHandoffService** — the lossless Human Handoff (FR-28b):\n `handoff` assembles the full context package (case state + compact\n timeline + AI runs) into the `handoff` event, stamps\n `metadata.activeHandoff` for the no-repeat guarantee (repeat triggers are\n deduped events), routes through the injected `assignSpecialist` seam\n (#1929's routing service plugs in; default queues `new` cases to\n `triaged`), and `releaseHandoff` clears the flag.\n- **ServiceTargetEngine** — Service Target clocks (FR-30/31):\n `startTargetsForCase` derives per-severity clocks from the case's\n `planSnapshot` (live plan fallback) with due times computed in covered\n time (`coverage-calendar.ts`: timezone-aware weekly windows + holidays;\n empty coverage = 24×7) and schedules one-shot `_smrt_jobs` escalation jobs\n at `dueAt`; `onInteractionRecorded` satisfies acknowledgement/response and\n recurs `update` cycles; `onCaseTransition` pauses/resumes clocks only when\n the plan's `pauseStatuses` say so (recomputing remaining covered minutes)\n and settles targets on resolve. Breach → `SupportServiceTarget.\n checkAndEscalate` (background-eligible, at-least-once-safe) marks the\n breach and escalates through the plan's policy steps (notify/reassign,\n delayed follow-up levels), transitioning the case to `escalated`.\n- **SupportPlanAdminService** — the permission-gated write surface for\n commercial terms: create/update/archive for Managed Support Plans and\n Support Compensation Plans, every act behind `support.manage-plans` with\n cross-tenant writes refused (generated CRUD on both models is read-only).\n- **SupportRoutingService** — explainable ranked routing (FR-30):\n `rankSpecialists` hard-filters on active status, effective Project\n Support Qualification, workload cap, and availability windows (specialist\n timezone), then scores preferred-specialist, qualification level, on-call,\n workload headroom, and language (weights in `ROUTING_WEIGHTS`; every\n factor recorded so ineligible specialists show why); `autoAssign` writes\n the assignment with its rationale; `reassign` is gated by\n `support.reassign-case` and refuses cross-tenant principals.\n- **ServiceTimeEntryService** — the ONE recording contract for all four\n entry sources (FR-40): `record` validates duration (explicit or derived\n from the period; `timer` needs both bounds), participant coherence\n (`human` → `participantProfileId`, `agent` → `agentRef`), and the work\n context (case and/or work ref; case entries copy the tenant and append a\n `time_recorded` event); `submit` stamps the submitter.\n- **TimeEntryApprovalService** — the approval gate and only writer of the\n commercial snapshots (FR-36): `approve` resolves the governing terms (case\n `planSnapshot` first, live plan fallback, zero-rate default), gates by\n policy path (`automatic`/`threshold`/`operator`/`client`; operator paths\n behind `support.approve-time-entry`; cross-tenant principals refused), then\n derives the `SupportCharge` (included time first, then overage/on-call) and\n `SupportCompensation` (effective-dated plan) rows; `reject` and `correct`\n (supersede + linked fresh draft via `correctionOfId`) round out the\n lifecycle. Case events carry the charge amount only — compensation never\n leaks case-side.\n\n## Permissions\n\nContributed to the runtime catalog on import (the\n`personas.activate-directive` pattern): `support.reassign-case`,\n`support.approve-time-entry`, `support.manage-plans`. Privileged service\noperations take a `SupportPrincipal` (`can(slug)`), built from explicit slugs\nor a `PermissionResolver`.\n\n## Svelte UI\n\n`@happyvertical/smrt-support/svelte` ships presentational Svelte 5 surfaces:\n`CaseQueue` (priority/status/assignment/channel at a glance, `onselect`),\n`CaseDetail` (header, meta, linked work, merged timeline), `TargetList`\n(Service Target clocks with due/paused/satisfied/breached badges),\n`RoutingRationale` (ranked specialists with eligibility + factor chips and\nan optional reassign action), and `TimeEntryApprovalQueue`\n(date/hours/description/worker/status/amount with\napprove/reject-with-reason actions on submitted rows). Hosts adapt models\nwith `toSupportCaseView` / `toCaseTimelineItemView` / `toServiceTargetView`\n/ `toSupportTimeEntryView` — the time-entry view's first eight fields\ndeliberately match `smrt-projects`' presentation `TimeEntry` contract.\nComponents use `smrt-ui` primitives (`smrtRawPrimitives: \"strict\"`).\n\n## Dependencies\n\nPackage dependencies: `smrt-core`, `smrt-tenancy`, `smrt-projects`,\n`smrt-chat`, `smrt-messages`, `smrt-jobs`, `smrt-users`, `smrt-ui`,\n`@happyvertical/logger`, `@happyvertical/sql`. Profile and subscriptions\nreferences are `@crossPackageRef` string ids or plain string\nkeys. `smrt-projects` is the intentional shared delivery/evidence edge added\nby #1955. No inter-`smrt-*` `peerDependencies`.\n\n## Validation\n\n```sh\npnpm --filter @happyvertical/smrt-support test\npnpm --filter @happyvertical/smrt-support test:postgres\npnpm --filter @happyvertical/smrt-support typecheck\npnpm --filter @happyvertical/smrt-support build\n```\n\n`test:postgres` is the lane that holds the money/rate line — SQLite's type\naffinity stores a REAL in an INTEGER column without complaint, so a money field\nthat reverted to DECIMAL passes every SQLite suite.\n\n## Money and rates\n\n- **Money is integer minor units** (cents) — `$19.99` is `1999`.\n `SupportPlan.availabilityFeeAmount`, `SupportCharge.amount` and\n `SupportCompensation.amount` initialize `= 0`, never `= 0.0`: the integer\n literal is what maps them to INTEGER columns (BIGINT on fresh PostgreSQL/DuckDB databases; #2401, #2373).\n- **Rates stay DECIMAL but their unit changed.**\n `SupportPlan.overageHourlyRate` / `onCallHourlyRate` and\n `SupportCompensationPlan.hourlyRate` are **minor units per hour**, so\n `hours * rate` yields minor units. INTEGER would truncate a sub-unit rate to\n zero, which is why they keep a decimal initializer.\n- **`roundMoney()` is the single rate↔money boundary.** It rounds\n `(seconds / 3600) * hourlyRate` to a whole minor unit, which is what lets the\n `thresholdAmount` comparison in `determinePath()` be an exact `>` with no\n tolerance. `TimeApprovalPolicy.thresholdAmount` is in the same unit as\n `SupportCharge.amount`.\n- **Migrating an existing database**: `preflightSupportMoneyMinorUnits(db)`\n reports which columns still hold major units and which rows would be rounded\n or exceed JavaScript's safe-integer range; `migrateSupportMoneyToMinorUnits(db)` converts them\n (idempotent via `_smrt_backfills`). The **rate columns are not in that list**\n — their type does not change, but their stored values must still be\n multiplied by the same scale in the same deploy step. Frozen `rateSnapshot`\n JSON on settled charges is history and is left alone. On SQLite the values\n are rescaled but the declared type needs the table-rebuild path (#2370).\n Fresh PostgreSQL/DuckDB INTEGER columns are BIGINT and hydration rejects\n values outside JavaScript's safe-integer range; existing PostgreSQL `int4`\n columns require #2424.\n\n## Gotchas\n\n- **Writes go through the facades** — the case-side generated routes are\n read-only on purpose; `create`/`update` on them is not a bug to \"fix\".\n- **`projectId` is an app-defined string** — the consuming app owns the\n Project concept; don't turn it into an FK or a crossPackageRef to\n `smrt-projects:Project` (that class is a provider board, not a client\n initiative).\n- **`SupportCase.threadKey` + `SupportInteraction.sourceKey` carry intake\n correctness** — `sourceKey` is globally unique (`conflictColumns`), so\n replayed transport rows are no-ops; new manual interactions must use a\n fresh `manual:` key.\n- **High-volume models avoid the inherited `name` field** (`subject`,\n `displayName`, …) so the default `(slug, context, _meta_type)` unique index\n falls back to id-derived slugs; named config models carry\n `conflictColumns` instead (which replaces that index).\n- **Approved time entries never change** — corrections are new rows linked\n by `correctionOfId`; the original flips to `corrected` with its snapshot\n intact.\n- **Plan edits never rewrite history** — cases keep `planSnapshot`, charges\n and compensation keep `rateSnapshot`.\n- **Create-or-join and included-time consumption serialize in-process** —\n `SupportIntakeService` (per conversation key) and\n `TimeEntryApprovalService` (per case) use a `KeyedMutex`, which covers the\n single-app-process deployment these paths run in. Multi-replica\n deployments must serialize at the app layer (route a conversation's\n intake / a case's approvals through one worker, or add an app-level\n claim) — the framework exposes no cross-adapter transaction primitive at\n this seam. Escalation is additionally idempotent per `(target, level)`,\n so at-least-once job redelivery never stacks duplicate escalations.\n" }