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tasks.py

@@ -1,405 +0,0 @@
-"""Task registry for the SupportDesk environment."""
-
-from __future__ import annotations
-
-from dataclasses import dataclass
-from typing import Literal
-
-from models import KnowledgeSnippet, SupportTicket
-
-
-ALL_QUEUES = [
-    "billing_ops",
-    "trust_and_safety",
-    "platform_engineering",
-    "compliance_ops",
-    "general_support",
-]
-ALL_PRIORITIES = ["low", "normal", "high", "urgent"]
-ALL_STATUSES = ["new", "waiting_on_customer", "resolved", "escalated"]
-ALL_ISSUE_TYPES = [
-    "duplicate_charge",
-    "account_compromise",
-    "production_incident",
-    "regulated_exception",
-    "general_question",
-]
-
-
-@dataclass(frozen=True)
-class SupportTaskSpec:
-    """Immutable definition of a single support triage task."""
-
-    task_id: str
-    difficulty: Literal["easy", "medium", "hard"]
-    title: str
-    objective: str
-    ticket: SupportTicket
-    knowledge_base: tuple[KnowledgeSnippet, ...]
-    gold_queue: str
-    gold_priority: str
-    gold_issue_type: str
-    gold_status: str
-    gold_resolution_code: str
-    required_requested_fields: tuple[str, ...]
-    required_reply_markers: tuple[tuple[str, ...], ...]
-    required_note_markers: tuple[tuple[str, ...], ...]
-    forbidden_reply_markers: tuple[str, ...] = ()
-    risk_flags: tuple[str, ...] = ()
-    follow_up_outcome: Literal["none", "partial", "complete", "incorrect"] = "none"
-    follow_up_message: str = ""
-    follow_up_provided_fields: tuple[str, ...] = ()
-    follow_up_wrong_fields: tuple[str, ...] = ()
-    sla_step_cost: int = 15
-    over_escalation_queues: tuple[str, ...] = ()
-    under_escalation_deadline_step: int | None = None
-    max_steps: int = 6
-
-
-TASKS: dict[str, SupportTaskSpec] = {
-    "billing_refund_easy": SupportTaskSpec(
-        task_id="billing_refund_easy",
-        difficulty="easy",
-        title="Duplicate charge refund triage",
-        objective=(
-            "Triage a duplicate-charge billing ticket, send the correct customer response, "
-            "and close the case only if no further customer information is required."
-        ),
-        ticket=SupportTicket(
-            customer_name="Riya Shah",
-            customer_tier="pro",
-            company="PixelNorth Studio",
-            subject="Charged twice after I canceled",
-            body=(
-                "I canceled our Pro annual workspace yesterday, but my card was charged again "
-                "this morning and I still see the old invoice. We only had one workspace, "
-                "so this looks like a duplicate charge. Please fix it quickly."
-            ),
-            region="ap-south-1",
-            affected_users=12,
-            sla_minutes_remaining=240,
-            business_impact="Finance ops are blocked from closing the monthly books until the duplicate invoice is fixed.",
-            secondary_concerns=["The customer also wants confirmation that the canceled workspace will stay deactivated."],
-            attachments=["invoice_7741.pdf"],
-        ),
-        knowledge_base=(
-            KnowledgeSnippet(
-                article_id="KB-101",
-                title="Duplicate charges and same-day cancellations",
-                content=(
-                    "If a customer reports a duplicate charge and the subscription is already "
-                    "canceled, route the ticket to billing_ops with high priority. Billing can "
-                    "approve the refund immediately without requesting extra information when an "
-                    "invoice is attached."
-                ),
-            ),
-            KnowledgeSnippet(
-                article_id="KB-102",
-                title="Refund communication checklist",
-                content=(
-                    "Customer replies for approved duplicate-charge refunds must confirm that a "
-                    "refund is being processed, mention the duplicate charge, and set the "
-                    "expectation that funds typically appear within 5-7 business days."
-                ),
-            ),
-            KnowledgeSnippet(
-                article_id="KB-103",
-                title="When to close a billing case",
-                content=(
-                    "Close the case as resolved only after the refund path is clear and no more "
-                    "customer details are needed."
-                ),
-            ),
-        ),
-        gold_queue="billing_ops",
-        gold_priority="high",
-        gold_issue_type="duplicate_charge",
-        gold_status="resolved",
-        gold_resolution_code="refund_approved",
-        required_requested_fields=(),
-        required_reply_markers=(
-            ("refund", "refunded", "reimburse"),
-            ("duplicate charge", "charged twice", "double charge"),
-            ("5-7 business days", "5 to 7 business days", "within 7 business days"),
-        ),
-        required_note_markers=(
-            ("duplicate charge", "double charge"),
-            ("refund", "refund approved"),
-        ),
-        forbidden_reply_markers=("chargeback", "security team"),
-        risk_flags=("finance_close_risk", "avoid_unnecessary_back_and_forth"),
-        over_escalation_queues=("trust_and_safety", "platform_engineering", "compliance_ops"),
-        sla_step_cost=10,
-        max_steps=6,
-    ),
-    "account_takeover_medium": SupportTaskSpec(
-        task_id="account_takeover_medium",
-        difficulty="medium",
-        title="Suspicious login recovery triage",
-        objective=(
-            "Handle a potential account-compromise case, request the missing verification "
-            "details, communicate safe next steps, and keep the case open until the customer replies. "
-            "The agent must protect account safety without promising an unsafe immediate unlock."
-        ),
-        ticket=SupportTicket(
-            customer_name="Marcus Lee",
-            customer_tier="pro",
-            company="Northline Analytics",
-            subject="Locked out after strange login alert",
-            body=(
-                "Our workspace admin got a login alert from a country none of us have visited, "
-                "and now I can't get back into the account. Please unlock it ASAP. The billing "
-                "email is still ours, but I'm worried someone got in."
-            ),
-            region="us-east-1",
-            affected_users=34,
-            sla_minutes_remaining=90,
-            business_impact="The admin is locked out of the analytics workspace ahead of the Monday executive review.",
-            secondary_concerns=["The customer wants the account unlocked immediately, but the verification flow cannot be skipped."],
-            attachments=[],
-        ),
-        knowledge_base=(
-            KnowledgeSnippet(
-                article_id="SEC-201",
-                title="Account compromise routing",
-                content=(
-                    "Potential account-takeover reports route to trust_and_safety with urgent "
-                    "priority. Do not resolve the case immediately."
-                ),
-            ),
-            KnowledgeSnippet(
-                article_id="SEC-202",
-                title="Verification details before unlock",
-                content=(
-                    "Before access can be restored, ask the customer for the workspace_id, the "
-                    "last successful login time, and the billing email on file. Keep the status "
-                    "waiting_on_customer until the details arrive."
-                ),
-            ),
-            KnowledgeSnippet(
-                article_id="SEC-203",
-                title="Customer response checklist",
-                content=(
-                    "Security replies should tell the customer to reset their password, scan "
-                    "their device for malware, and explain that the trust team is reviewing the case."
-                ),
-            ),
-        ),
-        gold_queue="trust_and_safety",
-        gold_priority="urgent",
-        gold_issue_type="account_compromise",
-        gold_status="waiting_on_customer",
-        gold_resolution_code="verification_needed",
-        required_requested_fields=("workspace_id", "last_successful_login", "billing_email"),
-        required_reply_markers=(
-            ("reset your password", "change your password"),
-            ("scan", "malware", "device check"),
-            ("trust team", "security team", "trust and safety"),
-        ),
-        required_note_markers=(
-            ("suspicious login", "strange login"),
-            ("locked out", "can't get back", "cannot get back"),
-        ),
-        risk_flags=("unsafe_unlock_request", "identity_verification_required"),
-        follow_up_outcome="partial",
-        follow_up_message=(
-            "Customer follow-up: workspace_id=ws_9021 and billing email confirmed, "
-            "but they could not provide the last successful login time yet."
-        ),
-        follow_up_provided_fields=("workspace_id", "billing_email"),
-        sla_step_cost=18,
-        under_escalation_deadline_step=2,
-        max_steps=7,
-    ),
-    "api_incident_hard": SupportTaskSpec(
-        task_id="api_incident_hard",
-        difficulty="hard",
-        title="Production API incident escalation",
-        objective=(
-            "Triage a high-pressure enterprise incident, ask for the right diagnostics, notify "
-            "the customer that engineering is engaged, and escalate instead of resolving. "
-            "The agent must prioritize the outage over a tempting secondary compliance question."
-        ),
-        ticket=SupportTicket(
-            customer_name="Asha Verma",
-            customer_tier="enterprise",
-            company="Kairo Health",
-            subject="EU rollout blocked by intermittent 500s",
-            body=(
-                "We're launching our EU workspace tonight. Since enabling EU data residency we "
-                "see intermittent HTTP 500 responses from /v1/exports in production. Our "
-                "compliance lead is also asking whether this affects the audit trail, but the "
-                "main issue is the outage. We need help immediately."
-            ),
-            region="eu-west-1",
-            affected_users=1800,
-            sla_minutes_remaining=25,
-            business_impact="A production launch and a customer-facing compliance review are both at risk tonight if the outage persists.",
-            secondary_concerns=["The compliance lead is asking whether audit trails are affected, but the live outage is the primary incident."],
-            attachments=["error_screenshot.png"],
-        ),
-        knowledge_base=(
-            KnowledgeSnippet(
-                article_id="INC-301",
-                title="Production availability incidents",
-                content=(
-                    "Any active production 5xx incident for a paying customer routes to "
-                    "platform_engineering with urgent priority and should be escalated, not resolved."
-                ),
-            ),
-            KnowledgeSnippet(
-                article_id="INC-302",
-                title="Minimum diagnostics for API incidents",
-                content=(
-                    "Before engineering can investigate, request concrete examples including "
-                    "request_ids, UTC timestamps, and the affected region."
-                ),
-            ),
-            KnowledgeSnippet(
-                article_id="INC-303",
-                title="Customer communication during an incident",
-                content=(
-                    "The reply should acknowledge an incident, say the on-call engineering team "
-                    "is engaged, and ask for the diagnostics needed to speed investigation."
-                ),
-            ),
-            KnowledgeSnippet(
-                article_id="INC-304",
-                title="Primary issue triage rule",
-                content=(
-                    "When a production outage appears alongside a secondary compliance or audit "
-                    "question, resolve the live outage first and avoid treating the secondary "
-                    "question as the primary queue-driving issue."
-                ),
-            ),
-        ),
-        gold_queue="platform_engineering",
-        gold_priority="urgent",
-        gold_issue_type="production_incident",
-        gold_status="escalated",
-        gold_resolution_code="incident_opened",
-        required_requested_fields=("request_ids", "timestamp_utc", "region"),
-        required_reply_markers=(
-            ("incident", "outage", "investigating"),
-            ("on-call", "engineering team", "engineering is engaged"),
-            ("request id", "request_ids"),
-            ("utc", "timestamp"),
-        ),
-        required_note_markers=(
-            ("eu data residency", "eu rollout"),
-            ("500", "http 500"),
-            ("launch tonight", "tonight"),
-        ),
-        risk_flags=("sev1_launch_risk", "secondary_issue_distraction", "engineering_escalation_required"),
-        follow_up_outcome="complete",
-        follow_up_message=(
-            "Customer follow-up: request_ids=req_991, req_998; UTC timestamps=2026-04-01T19:20Z, "
-            "2026-04-01T19:27Z; region=eu-west-1."
-        ),
-        follow_up_provided_fields=("request_ids", "timestamp_utc", "region"),
-        sla_step_cost=25,
-        under_escalation_deadline_step=2,
-        max_steps=8,
-    ),
-    "regulated_export_exception_hard": SupportTaskSpec(
-        task_id="regulated_export_exception_hard",
-        difficulty="hard",
-        title="Regulated export exception triage",
-        objective=(
-            "Handle a regulated export-access request where the customer wants a manual bypass. "
-            "The agent must avoid escalating to engineering just because an export error is mentioned, "
-            "route to compliance operations, request the right legal details, and keep the case open "
-            "until the required approvals are supplied."
-        ),
-        ticket=SupportTicket(
-            customer_name="Dr. Elena Kovacs",
-            customer_tier="enterprise",
-            company="NorthSea Clinics",
-            subject="Need urgent export unlock before audit review",
-            body=(
-                "Our audit team needs tonight's export package, but after enabling EU residency the "
-                "export workflow now shows a policy block. Can you temporarily disable the restriction "
-                "or give us a manual bypass just for this audit? We are under pressure and can share "
-                "screenshots if needed."
-            ),
-            region="eu-central-1",
-            affected_users=240,
-            sla_minutes_remaining=55,
-            business_impact="A regulated healthcare audit review may slip tonight if the export path remains blocked.",
-            secondary_concerns=[
-                "The customer suggests an engineering workaround, but legal approval is the real gating factor."
-            ],
-            attachments=["policy_block.png"],
-        ),
-        knowledge_base=(
-            KnowledgeSnippet(
-                article_id="CMP-401",
-                title="Export policy exceptions",
-                content=(
-                    "Requests to bypass region or export restrictions route to compliance_ops. "
-                    "Do not promise a manual engineering workaround before approvals are verified."
-                ),
-            ),
-            KnowledgeSnippet(
-                article_id="CMP-402",
-                title="Minimum legal details for export review",
-                content=(
-                    "Ask for the tenant_region, dpa_amendment_id, and legal_contact_email before "
-                    "compliance can review an export exception."
-                ),
-            ),
-            KnowledgeSnippet(
-                article_id="CMP-403",
-                title="Customer response rules for regulated exceptions",
-                content=(
-                    "Replies must explain that no temporary bypass can be granted yet, mention the "
-                    "compliance review, and request the required legal approval details."
-                ),
-            ),
-        ),
-        gold_queue="compliance_ops",
-        gold_priority="high",
-        gold_issue_type="regulated_exception",
-        gold_status="waiting_on_customer",
-        gold_resolution_code="legal_approval_required",
-        required_requested_fields=("tenant_region", "dpa_amendment_id", "legal_contact_email"),
-        required_reply_markers=(
-            ("no temporary bypass", "cannot provide a bypass", "can’t provide a bypass"),
-            ("compliance review", "compliance team"),
-            ("tenant_region", "tenant region"),
-            ("dpa_amendment_id", "dpa amendment", "amendment id"),
-        ),
-        required_note_markers=(
-            ("audit", "audit review"),
-            ("eu residency", "policy block"),
-            ("manual bypass", "workaround"),
-        ),
-        forbidden_reply_markers=("engineering workaround", "disable the restriction", "temporary unlock approved"),
-        risk_flags=("regulated_data_risk", "unsafe_shortcut_pressure", "over_escalation_risk"),
-        follow_up_outcome="incorrect",
-        follow_up_message=(
-            "Customer follow-up: sent a screenshot and export job ID, but did not include the DPA "
-            "amendment ID or legal contact."
-        ),
-        follow_up_wrong_fields=("screenshot", "job_id"),
-        sla_step_cost=16,
-        over_escalation_queues=("platform_engineering",),
-        max_steps=8,
-    ),
-}
-
-
-def get_task(task_id: str) -> SupportTaskSpec:
-    """Return a task definition or raise a helpful error."""
-
-    try:
-        return TASKS[task_id]
-    except KeyError as exc:  # pragma: no cover - defensive
-        valid = ", ".join(sorted(TASKS))
-        raise ValueError(f"Unknown task_id '{task_id}'. Valid task ids: {valid}") from exc
-
-
-def list_task_ids() -> list[str]:
-    """List tasks in a stable evaluation order."""
-
-    return list(TASKS)