src/support_triage_openenv/models.py

from __future__ import annotations

from typing import Any, Literal

from pydantic import BaseModel, Field


ActionType = Literal["read_ticket", "classify_ticket", "draft_reply", "resolve_ticket"]
PriorityType = Literal["low", "medium", "high", "urgent"]
CategoryType = Literal["account", "billing", "technical", "abuse", "general"]


class TicketView(BaseModel):
    ticket_id: str
    subject: str
    customer_tier: Literal["free", "pro", "enterprise"]
    age_minutes: int
    read: bool = False


class Observation(BaseModel):
    task_id: str
    objective: str
    step_count: int
    max_steps: int
    inbox: list[TicketView]
    current_ticket_content: str | None = None
    latest_system_note: str = ""
    score_hint: dict[str, float] = Field(default_factory=dict)


class Action(BaseModel):
    action_type: ActionType
    ticket_id: str | None = None
    priority: PriorityType | None = None
    category: CategoryType | None = None
    needs_escalation: bool | None = None
    message: str | None = None


class Reward(BaseModel):
    value: float = Field(ge=0.0, le=1.0)
    components: dict[str, float] = Field(default_factory=dict)
    reasoning: str = ""


class StepInfo(BaseModel):
    task_id: str
    done_reason: Literal["ongoing", "resolved", "max_steps", "invalid_action"]
    grader_score: float
    reward_components: dict[str, float]
    penalties: dict[str, float]
    state_snapshot: dict[str, Any]