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models.py — Typed Pydantic models for IT Support Triage OpenEnv environment.
All inputs/outputs are strongly typed for OpenEnv spec compliance.
"""
from enum import Enum
from typing import Optional, List
from pydantic import BaseModel, Field
# ─── Enumerations ────────────────────────────────────────────────────────────
class TicketCategory(str, Enum):
HARDWARE = "hardware"
SOFTWARE = "software"
NETWORK = "network"
SECURITY = "security"
ACCESS = "access"
EMAIL = "email"
PRINTER = "printer"
OTHER = "other"
class TicketPriority(str, Enum):
CRITICAL = "critical" # P1 — system down, security breach, data loss
HIGH = "high" # P2 — major function impaired
MEDIUM = "medium" # P3 — degraded but workaround exists
LOW = "low" # P4 — cosmetic / minor inconvenience
class EscalationDecision(str, Enum):
ESCALATE = "escalate"
SELF_RESOLVE = "self_resolve"
MONITOR = "monitor"
class Department(str, Enum):
TIER1_HELPDESK = "tier1_helpdesk"
TIER2_SUPPORT = "tier2_support"
SECURITY_TEAM = "security_team"
NETWORK_OPS = "network_ops"
SYSADMIN = "sysadmin"
VENDOR_SUPPORT = "vendor_support"
# ─── Observation (what the agent sees) ───────────────────────────────────────
class TicketObservation(BaseModel):
"""The full context provided to the agent for each ticket."""
ticket_id: str = Field(..., description="Unique ticket identifier")
subject: str = Field(..., description="Ticket subject line")
body: str = Field(..., description="Full ticket description from user")
reporter_name: str = Field(..., description="Name of the person filing the ticket")
reporter_role: str = Field(..., description="Job role of the reporter")
system_info: Optional[str] = Field(None, description="OS/software version if provided")
timestamp: str = Field(..., description="ISO 8601 submission timestamp")
previous_tickets: int = Field(0, description="Number of prior tickets from this user")
task_instruction: str = Field(..., description="What the agent must do for this task")
valid_categories: List[str] = Field(..., description="Allowed category values")
valid_priorities: List[str] = Field(..., description="Allowed priority values")
valid_departments: List[str] = Field(..., description="Allowed department routing values")
# ─── Action (what the agent does) ────────────────────────────────────────────
class TriageAction(BaseModel):
"""The agent's triage decision for a ticket."""
category: TicketCategory = Field(..., description="Ticket category classification")
priority: TicketPriority = Field(..., description="Assigned priority level")
department: Department = Field(..., description="Routing destination")
escalate: EscalationDecision = Field(..., description="Escalation decision")
response: str = Field(..., description="Response message to send to the user (max 500 chars)")
reasoning: str = Field(..., description="Internal reasoning for the triage decision")
class Config:
use_enum_values = True
# ─── Step result ─────────────────────────────────────────────────────────────
class StepResult(BaseModel):
"""Returned after each step() call."""
observation: Optional[TicketObservation] = Field(None, description="Next observation (None if episode done)")
reward: float = Field(..., description="Reward for this step (0.0–1.0)")
done: bool = Field(..., description="Whether the episode has ended")
info: dict = Field(default_factory=dict, description="Grader breakdown and metadata")
# ─── Environment state ────────────────────────────────────────────────────────
class EnvState(BaseModel):
"""Full environment state snapshot."""
task_id: str
task_name: str
task_description: str
current_step: int
max_steps: int
total_reward: float
done: bool
current_ticket: Optional[TicketObservation]
history: List[dict]
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