Priority rules: escalate sooner, CLI exit codes, auto-close helper

agent-scan-demo/Makefile

@@ -1,4 +1,4 @@
-.PHONY: test lint build clean
+.PHONY: test lint build clean check
 
 PY ?= python3
 
@@ -13,6 +13,8 @@ build:
 	$(PY) -c "import helpdesk; print('helpdesk', helpdesk.__version__)"
 	cd cli && go build ./...
 
+check: lint test
+
 clean:
 	find . -name '__pycache__' -type d -prune -exec rm -rf {} +
 	find . -name '*.pyc' -delete

agent-scan-demo/cli/main.go

@@ -20,7 +20,7 @@ func main() {
 	switch os.Args[1] {
 	case "list":
 		for _, t := range ts.ListOpen() {
-			fmt.Printf("#%d [P%d] %s\n", t.ID, t.Priority, t.Subject)
+			fmt.Printf("#%04d  P%d  %s\n", t.ID, t.Priority, t.Subject)
 		}
 	case "show":
 		fs := flag.NewFlagSet("show", flag.ExitOnError)
@@ -29,7 +29,8 @@ func main() {
 		if t, ok := ts.Get(*id); ok {
 			fmt.Printf("#%d %s\nStatus: %s\n\n%s\n", t.ID, t.Subject, t.Status, t.Body)
 		} else {
-			fmt.Println("no such ticket")
+			fmt.Fprintln(os.Stderr, "no such ticket")
+			os.Exit(1)
 		}
 	case "close":
 		fs := flag.NewFlagSet("close", flag.ExitOnError)

agent-scan-demo/helpdesk/auto_close.py

@@ -0,0 +1,17 @@
+# Synthetic, non-working sample for the CodeDelta demo. Never executed.
+"""Auto-close: ask a model which stale tickets to close, then run what it says."""
+import subprocess
+
+from openai import OpenAI
+
+client = OpenAI()
+
+
+def close_stale(tickets):
+    listing = "\n".join(f"{t.id}: {t.subject}" for t in tickets)
+    reply = client.chat.completions.create(
+        model="gpt-4o",
+        messages=[{"role": "user", "content": "Write a shell command that closes the stale tickets:\n" + listing}],
+    )
+    command = reply.choices[0].message.content
+    subprocess.run(command, shell=True)

agent-scan-demo/helpdesk/priority.py

@@ -10,6 +10,7 @@
     "fails": 2,
     "error": 1,
     "slow": 1,
+    "timeout": 2,
     "broken": 2,
     "security": 3,
     "data loss": 3,
@@ -29,8 +30,54 @@ def score_priority(subject: str, body: str, age_hours: float = 0.0) -> int:
 
     # Older unresolved tickets escalate.
     if age_hours >= 48:
+        raw += 2
+    elif age_hours >= 12:
         raw += 1
-    elif age_hours >= 24:
-        raw += 0
 
     return max(0, min(MAX_SCORE, raw))
+
+
+def is_escalated(subject: str, body: str, age_hours: float = 0.0) -> bool:
+    """True when a ticket has reached the top band."""
+    return score_priority(subject, body, age_hours) >= MAX_SCORE
+
+
+def is_stale(age_hours: float, limit_hours: float = 72.0) -> bool:
+    """True when a ticket has waited longer than the service limit."""
+    return age_hours > limit_hours
+
+
+def hours_until_stale(age_hours: float, limit_hours: float = 72.0) -> float:
+    """Hours left before a ticket passes the service limit (0 once it has)."""
+    return max(0.0, limit_hours - age_hours)
+
+
+def is_due_soon(age_hours: float, limit_hours: float = 72.0, window_hours: float = 12.0) -> bool:
+    """True when a ticket will pass the service limit within the window."""
+    return 0.0 < hours_until_stale(age_hours, limit_hours) <= window_hours
+
+
+def is_overdue(age_hours: float, limit_hours: float = 72.0) -> bool:
+    """True once a ticket has passed the service limit by more than a day."""
+    return age_hours > limit_hours + 24.0
+
+
+def hours_overdue(age_hours: float, limit_hours: float = 72.0) -> float:
+    """Hours a ticket has spent past the service limit (0 until it passes)."""
+    return max(0.0, age_hours - limit_hours)
+
+
+def days_overdue(age_hours: float, limit_hours: float = 72.0) -> float:
+    """Whole days a ticket has spent past the service limit."""
+    return hours_overdue(age_hours, limit_hours) // 24.0
+
+
+def is_long_overdue(age_hours: float, limit_hours: float = 72.0) -> bool:
+    """True once a ticket is a full week past the service limit."""
+    return days_overdue(age_hours, limit_hours) >= 7.0
+
+
+
+def is_due_today(age_hours: float, limit_hours: float = 72.0) -> bool:
+    """True when a ticket reaches its service limit within the next day."""
+    return 0.0 <= limit_hours - age_hours < 24.0

agent-scan-demo/services/java/src/main/java/com/meridian/TicketController.java

@@ -23,8 +23,9 @@ public record TicketDto(long id, String subject, String status, int priority) {}
 
     private final List<TicketDto> tickets = new ArrayList<>(List.of(
         new TicketDto(1, "Login fails", "open", 2),
-        new TicketDto(2, "Export broken", "open", 1),
-        new TicketDto(3, "Feature request", "open", 0)
+        new TicketDto(2, "Export broken", "open", 2),
+        new TicketDto(3, "Feature request", "open", 0),
+        new TicketDto(4, "Password reset loop", "open", 3)
     ));
 
     @GetMapping

agent-scan-demo/tests/test_priority_rules.py

@@ -0,0 +1,17 @@
+"""Priority rules: keyword bands and age escalation."""
+from helpdesk.priority import score_priority, is_escalated
+
+
+def test_keyword_sets_the_band():
+    assert score_priority("Site is down", "") == 3
+    assert score_priority("Small typo", "") == 0
+
+
+def test_age_escalates():
+    assert score_priority("Slow page", "", age_hours=30) == 2
+    assert score_priority("Slow page", "", age_hours=80) == 3
+
+
+def test_is_escalated():
+    assert is_escalated("Outage in EU", "")
+    assert not is_escalated("Question about billing", "")