Initial commit of Descrybe v2 without local scratch artifacts.

Drop one-shot tmp/axe scripts and agent i18n scratch so the Gitea tree is deployable.

apps/api/internal/support/ai_auto_reply.go

@@ -0,0 +1,121 @@
+package support
+
+import (
+	"context"
+	"errors"
+	"log/slog"
+
+	"github.com/google/uuid"
+	"github.com/jackc/pgx/v5"
+)
+
+// TryAutoReplyLLM is the ONLY intended entry point for LLM-assisted ticket
+// replies using platformsettings.AIRoleSupport / aiprovider.RoleSupport.
+//
+// Security gates (always applied):
+//   - context deadline (AutoReplyTimeout)
+//   - per-company + platform AI rate limits
+//   - ticket load scoped by id (company_id captured for prompt isolation)
+//   - skip when auto_reply_disabled / already posted / closed
+//
+// LLM completion remains product-gated: until a SupportAIRunner is configured
+// on Service (agent 4 wiring), this returns ErrAIAutoReplyDisabled after gates.
+// Create / ReplyAsUser / ReplyAsAgent must not call a Completer directly.
+//
+// Guided /docs Ask remains rule-based and must never use AIRoleSupport.
+func (s *Service) TryAutoReplyLLM(ctx context.Context, ticketID uuid.UUID) error {
+	if s == nil {
+		return ErrAIAutoReplyDisabled
+	}
+	ctx, cancel := context.WithTimeout(ctx, AutoReplyTimeout)
+	defer cancel()
+
+	companyID, err := s.loadTicketCompanyForAuto(ctx, ticketID)
+	if err != nil {
+		return err
+	}
+
+	// Fail closed before claim/rate-limit consume when no runner is wired.
+	if s.SupportAI == nil {
+		return ErrAIAutoReplyDisabled
+	}
+
+	limiter := s.aiLimiter()
+	if !limiter.Allow(companyID) {
+		slog.Info("support_auto_ai_rate_limited",
+			"ticket_id", ticketID.String(),
+			"company_id", companyID.String(),
+		)
+		_ = s.markAutoHandOff(ctx, ticketID)
+		return ErrAIRateLimited
+	}
+
+	claim, err := s.ClaimAutoReplyAttempt(ctx, ticketID)
+	if err != nil {
+		if errors.Is(err, ErrAutoReplyAlreadyPosted) ||
+			errors.Is(err, ErrAutoReplyDisabled) ||
+			errors.Is(err, ErrTicketClosed) {
+			return err
+		}
+		if errors.Is(err, context.DeadlineExceeded) || errors.Is(ctx.Err(), context.DeadlineExceeded) {
+			return ErrAIAutoReplyTimeout
+		}
+		return err
+	}
+	runCtx, runCancel := context.WithTimeout(ctx, AutoReplyTimeout)
+	defer runCancel()
+	err = s.SupportAI.RunAutoReply(runCtx, s, claim)
+	if err != nil {
+		if errors.Is(err, context.DeadlineExceeded) || errors.Is(runCtx.Err(), context.DeadlineExceeded) {
+			slog.Warn("support_auto_ai_timeout",
+				"ticket_id", ticketID.String(),
+				"company_id", companyID.String(),
+				"err", RedactForAutoLog(err.Error()),
+			)
+			_ = s.markAutoHandOff(ctx, ticketID)
+			return ErrAIAutoReplyTimeout
+		}
+		if errors.Is(err, ErrAIAutoReplyDisabled) ||
+			errors.Is(err, ErrAutoReplyAlreadyPosted) ||
+			errors.Is(err, ErrAutoReplyDisabled) ||
+			errors.Is(err, ErrTicketClosed) {
+			return err
+		}
+		slog.Warn("support_auto_ai_failed",
+			"ticket_id", ticketID.String(),
+			"company_id", companyID.String(),
+			"err", RedactForAutoLog(err.Error()),
+		)
+		// Runner may have already handed off; ensure claimable human queue.
+		_ = s.markAutoHandOff(ctx, ticketID)
+		return err
+	}
+	return nil
+}
+
+// SupportAIRunner performs the LLM call + draft/send after security gates pass.
+// Implemented by agent 4; nil keeps TryAutoReplyLLM refuse-by-default.
+type SupportAIRunner interface {
+	RunAutoReply(ctx context.Context, svc *Service, claim AutoClaim) error
+}
+
+func (s *Service) aiLimiter() *AIRateLimiter {
+	if s != nil && s.AIRateLimiter != nil {
+		return s.AIRateLimiter
+	}
+	return AIRateLimiterDefault()
+}
+
+func (s *Service) loadTicketCompanyForAuto(ctx context.Context, ticketID uuid.UUID) (uuid.UUID, error) {
+	if s == nil || s.Pool == nil {
+		return uuid.Nil, ErrAIAutoReplyDisabled
+	}
+	var companyID uuid.UUID
+	err := s.Pool.QueryRow(ctx, `
+		SELECT company_id FROM support_tickets WHERE id = $1`, ticketID,
+	).Scan(&companyID)
+	if errors.Is(err, pgx.ErrNoRows) {
+		return uuid.Nil, ErrNotFound
+	}
+	return companyID, err
+}