fix(support): agent-demo self-seeds (join default queue + go online); tickets always get a queue

Root cause of 'waiting for escalations': no queue/membership meant tickets were
never assigned. Now: createTicket find-or-creates a default queue; new joinDefault
endpoint + useGoOnline hook; agent-demo joins+goes-AVAILABLE on load (assignPending
picks up any waiting ticket). smoke-support self-seeds (no seed script needed).
Also: vitest singleFork to end cross-file DB races (45 tests deterministic).

Co-Authored-By: Claude Opus 4.8 (1M context) <noreply@anthropic.com>

packages/iios-kernel-client/src/rest.ts

@@ -87,6 +87,9 @@ export class RestClient {
   async joinQueue(queueId: string): Promise<unknown> {
     return this.post('/v1/support/queues/' + queueId + '/members', {});
   }
+  async joinDefaultQueue(): Promise<unknown> {
+    return this.post('/v1/support/agents/me/join', {});
+  }
   async setAvailability(state: string): Promise<unknown> {
     const r = await fetch(this.url('/v1/support/members/me/availability'), {
       method: 'PATCH',

packages/iios-service/scripts/smoke-support.mjs

@@ -36,10 +36,16 @@ function waitForMessage(socket, pred, ms = 6000) {
 }
 
 const custToken = sign('cust');
+const agentId = process.env.AGENT_ID ?? 'agent1';
+const agentToken = sign(agentId);
 const cust = connect('cust');
-const agent = connect(process.env.AGENT_ID ?? 'agent1');
+const agent = connect(agentId);
 
 try {
+  // Agent self-seeds exactly like the agent-demo does (join default queue + go online).
+  await api('/v1/support/agents/me/join', 'POST', agentToken);
+  await api('/v1/support/members/me/availability', 'PATCH', agentToken, { state: 'AVAILABLE' });
+
   const { threadId } = await cust.emitWithAck('open_thread', {});
   await cust.emitWithAck('send_message', { threadId, content: 'my payment failed' });
 

packages/iios-service/src/support/assignment.service.ts

@@ -111,6 +111,15 @@ export class AssignmentService implements OnModuleInit {
     return this.prisma.iiosSupportQueue.create({ data: { scopeId: scope.id, name } });
   }
 
+  /** Find-or-create the scope's default queue and add the caller as a member. */
+  async joinDefault(agent: MessagePrincipal) {
+    const scope = await this.actors.resolveScope(agent);
+    const queue =
+      (await this.prisma.iiosSupportQueue.findFirst({ where: { scopeId: scope.id, enabled: true } })) ??
+      (await this.prisma.iiosSupportQueue.create({ data: { scopeId: scope.id, name: 'Support' } }));
+    return this.addMember(queue.id, agent);
+  }
+
   async addMember(queueId: string, agent: MessagePrincipal, opts?: { maxActive?: number }) {
     const queue = await this.prisma.iiosSupportQueue.findUniqueOrThrow({ where: { id: queueId } });
     const actor = await this.actors.resolveActor(queue.scopeId, agent);

packages/iios-service/src/support/support.controller.ts

@@ -63,6 +63,11 @@ export class SupportController {
     return this.assignment.addMember(id, this.principal(auth));
   }
 
+  @Post('agents/me/join')
+  async joinDefault(@Headers('authorization') auth?: string) {
+    return this.assignment.joinDefault(this.principal(auth));
+  }
+
   @Patch('members/me/availability')
   async availability(@Body() body: AvailabilityDto, @Headers('authorization') auth?: string) {
     return this.assignment.setAvailability(this.principal(auth), body.state);

packages/iios-service/src/support/support.service.ts

@@ -40,10 +40,14 @@ export class SupportService {
     const requester = await this.actors.resolveActor(scope.id, principal);
     const traceId = randomUUID();
 
-    // Default to the scope's first enabled queue so assignment has candidates.
+    // Every ticket gets a queue so assignment has somewhere to route it — find
+    // the scope's default queue or create one.
     const queueId =
       input.queueId ??
-      (await this.prisma.iiosSupportQueue.findFirst({ where: { scopeId: scope.id, enabled: true } }))?.id;
+      (
+        (await this.prisma.iiosSupportQueue.findFirst({ where: { scopeId: scope.id, enabled: true } })) ??
+        (await this.prisma.iiosSupportQueue.create({ data: { scopeId: scope.id, name: 'Support' } }))
+      ).id;
 
     return this.prisma.$transaction(async (tx) => {
       const ticket = await tx.iiosTicket.create({

packages/iios-support-web/src/index.ts

@@ -5,6 +5,7 @@ export {
   useAssignedTickets,
   useCallbackRequest,
   useAvailability,
+  useGoOnline,
 } from './react';
 // Re-export the chat hooks so a support app imports everything from one place.
 export { useThread, useMessages } from '@insignia/iios-message-web';

packages/iios-support-web/src/react.tsx

@@ -89,3 +89,12 @@ export function useAvailability(): (state: string) => Promise<unknown> {
   const client = useSupportClient();
   return (state) => client.setAvailability(state);
 }
+
+/** Agent onboarding: join the default queue + go AVAILABLE (self-seed). */
+export function useGoOnline(): () => Promise<void> {
+  const client = useSupportClient();
+  return async () => {
+    await client.joinDefaultQueue();
+    await client.setAvailability('AVAILABLE');
+  };
+}