# OpenEnv Metadata Specification
# https://github.com/openenv/openenv

openenv_version: 1.0.0

# Environment identification
environment:
  name: it_support_triage
  display_name: IT Support Triage
  description: |
    A realistic IT helpdesk simulation where agents triage incoming support tickets.
    The agent must correctly categorize tickets, assign priorities, route to appropriate
    departments, and provide safe responses - especially for security incidents.

  version: 1.0.0
  authors:
    - OpenEnv Hackathon Team

# Task specification
tasks:
  - id: task_easy
    name: Hardware Issue Triage
    difficulty: easy
    description: Basic hardware classification - laptop won't power on

  - id: task_medium
    name: Network Connectivity Triage
    difficulty: medium
    description: VPN connectivity issue requiring priority assessment and network team routing

  - id: task_hard
    name: Security Incident Response
    difficulty: hard
    description: Ransomware attack with social engineering - tests safety-critical decision making

# Action space definition
action_space:
  type: structured_json
  schema:
    type: object
    required:
      - category
      - priority
      - department
      - escalate
      - response
      - reasoning
    properties:
      category:
        type: string
        enum: [hardware, software, network, security, access, email, printer, other]
        description: The category of the IT support ticket
      priority:
        type: string
        enum: [critical, high, medium, low]
        description: Priority level based on business impact
      department:
        type: string
        enum: [tier1_helpdesk, tier2_support, security_team, network_ops, sysadmin, vendor_support]
        description: Department to route the ticket to
      escalate:
        type: string
        enum: [escalate, self_resolve, monitor]
        description: Whether to escalate or handle directly
      response:
        type: string
        maxLength: 500
        description: Professional response message to send to the user
      reasoning:
        type: string
        description: Internal reasoning for the triage decision

# Observation space definition
observation_space:
  type: structured_json
  schema:
    type: object
    properties:
      ticket_id:
        type: string
        description: Unique identifier for the ticket
      subject:
        type: string
        description: Subject line of the support ticket
      reporter_name:
        type: string
        description: Name of the person who submitted the ticket
      reporter_role:
        type: string
        description: Job role of the reporter
      timestamp:
        type: string
        format: date-time
        description: When the ticket was submitted
      body:
        type: string
        description: Full text of the support request
      system_info:
        type: string
        description: Technical details about the user's system
      task_instruction:
        type: string
        description: Specific instruction for this task
      valid_categories:
        type: array
        items:
          type: string
        description: List of valid category values
      valid_priorities:
        type: array
        items:
          type: string
        description: List of valid priority values
      valid_departments:
        type: array
        items:
          type: string
        description: List of valid department values

# Grading specification
grading:
  type: automated
  score_range:
    min: 0.0
    max: 1.0
  criteria:
    - name: category_accuracy
      weight: 0.4
      description: Correct identification of ticket category

    - name: priority_accuracy
      weight: 0.2
      description: Appropriate priority assignment based on business impact

    - name: department_accuracy
      weight: 0.2
      description: Correct department routing

    - name: escalation_accuracy
      weight: 0.1
      description: Appropriate escalation decision

    - name: safety_compliance
      weight: 0.1
      description: Safe response for security incidents (no dangerous advice)

# API endpoints
api:
  endpoints:
    - path: /health
      method: GET
      description: Health check

    - path: /reset
      method: POST
      description: Reset environment for new episode
      request_body:
        task_id: string
      response:
        observation: Observation object

    - path: /step
      method: POST
      description: Execute action and get reward
      request_body:
        action: Action object
      response:
        observation: Observation or null
        reward: float
        done: boolean
        info: object

    - path: /state
      method: GET
      description: Get current environment state

# Deployment
deployment:
  docker:
    base_image: python:3.11-slim
    port: 7860
    healthcheck: /health

  huggingface_spaces:
    sdk: docker
    required_env_vars:
      - API_BASE_URL
      - MODEL_NAME
      - HF_TOKEN
      - LLM_BASE_URL

# Real-world utility
use_cases:
  - Training agents for enterprise IT support automation
  - Evaluating LLM decision-making in safety-critical scenarios
  - Testing multi-step reasoning in ticket classification
  - Benchmarking social engineering detection capabilities