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feat(helpdesk): make AI triage, ticket creation & SLA work at runtime - #35
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…t runtime "AI is the product" was true only in seed data: a fresh ticket created nothing. Three runtime gaps fixed via the proven payload-only hook pattern (no nested writes) — staying within the 6-object / 5-flow / 2-dashboard caps: - ticket_number was required + unique with no generator → creating a ticket from the agent UI or portal failed. The ticket hook now auto-assigns TIC-YYYYMMDD-NNNN on insert. - SLA was dead for organically-created tickets (first_response_due_at / resolution_due_at were only ever set in seed). The hook now derives both from priority using the SLA-policy default minutes, so the SLA dashboards, views, and breach flows light up for real tickets. - AI triage referenced helpdesk.aiTriageStub, a function defined nowhere, so ai_* fields stayed blank at runtime. The hook now sets the deterministic AI baseline (summary, category, sentiment, suggested priority, language, confidence, triage timestamp) on every ticket; ai_triage_on_create.flow.ts is reconciled to advance status and documents where to plug in a real LLM. Portal: the customer help center pointed at view names that don't exist (helpdesk_ticket.my_tickets, helpdesk_kb_article.published_list). Added a customer-scoped my_tickets list view and repointed the KB ref to the real published_articles view, so the portal renders instead of breaking. Docs: corrected the SLA-policy docstring (hook, not flow, stamps due dates); checked off the now-met CHARTER DoD items and documented the triage model. en + zh-CN translations updated. typecheck + objectstack build + format:check clean. Co-Authored-By: Claude Opus 4.8 (1M context) <noreply@anthropic.com>
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Why
The charter's mission is "AI is the product, not an add-on" — but it was only true in seed data. A ticket created by an agent or portal customer produced no AI fields, no SLA dates, and often failed outright:
ticket_numberwasrequired+uniquewith no generator → inserts failed.first_response_due_at/resolution_due_atwere only ever set in seed → SLA dashboards/views/breach flows were dead for real tickets.helpdesk.aiTriageStub, a function defined nowhere →ai_*stayed blank.What changed (within the 6-object / 5-flow / 2-dashboard caps)
Ticket hook (
beforeInsert, payload-only — no nested writes):ticket_number(TIC-YYYYMMDD-NNNN).first_response_due_at/resolution_due_atfrom priority using the SLA-policy default minutes.Flow:
ai_triage_on_createreconciled — removed the deadinvoke_functionnode, kept the status advance, and documented exactly where to drop a real LLM call.Portal: added a customer-scoped
my_ticketslist view and repointed the KB nav to the realpublished_articlesview, so the help center renders instead of 404-ing.Docs/i18n: corrected the SLA-policy docstring; checked off the now-met CHARTER DoD items; en + zh-CN updated.
Verification
pnpm --filter @objectlab/helpdesk typecheck,objectstack build, and repopnpm format:checkall clean. Build: 6 Objects / 6 Views / 2 Dashboards / 5 Flows / 4 Roles / 3 Permissions.🤖 Generated with Claude Code