adr: structure processing in 2 ways

[freinold]

Summary by CodeRabbit

Release Notes

• Documentation
  • Added architectural documentation describing a two-way ticket processing workflow incorporating AI assistance, including triage, automated responses, semi-automated draft reviews, and manual routing based on confidence levels.

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Walkthrough

Two ADR (Architecture Decision Record) documents are updated: a new ADR 02 describing a two-way processing workflow for AI-assisted ticket handling is created, and the ADR index is updated to include it. Both changes are documentation-only with no code modifications.

Changes

Cohort / File(s)	Summary
ADR documentation docs/adr/02-two-way-processing-of-tickets.md, docs/adr/index.md	New ADR 02 document added describing two-way processing approach for tickets with triage, automated responses, draft responses with review, and manual routing; ADR index updated with link to new document

Estimated code review effort

🎯 1 (Trivial) | ⏱️ ~3 minutes

• Documentation additions only; no code logic or structural changes
• Straightforward index update linking to new ADR document

Poem

🐰 A new path for tickets, two-way we say,
Triage and drafts guide the AI's way,
From fully automated to careful review,
Architecture decisions emerge, bold and true! 🎫✨

Pre-merge checks and finishing touches

❌ Failed checks (1 warning)

Check name	Status	Explanation	Resolution
Docstring Coverage	⚠️ Warning	Docstring coverage is 0.00% which is insufficient. The required threshold is 80.00%.	You can run @coderabbitai generate docstrings to improve docstring coverage.

✅ Passed checks (2 passed)

Check name	Status	Explanation
Description Check	✅ Passed	Check skipped - CodeRabbit’s high-level summary is enabled.
Title Check	✅ Passed	The PR title "adr: structure processing in 2 ways" is directly related to the main change in the pull request. The changeset adds a new ADR (Architecture Decision Record) document titled "ADR 02: Two-way processing of tickets" and updates the ADR index to reference it. The title accurately reflects that this PR is about an ADR (adr: prefix) concerning a two-way processing approach. While the phrasing "structure processing" could arguably be more explicit (e.g., "add adr" or "document two-way ticket processing"), the title is sufficiently clear and specific enough for a developer scanning the repository history to understand that this PR introduces documentation for a two-way processing decision.

✨ Finishing touches

🧪 Generate unit tests (beta)

• Create PR with unit tests
• Post copyable unit tests in a comment
• Commit unit tests in branch adr-2way-processing

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Actionable comments posted: 0

🧹 Nitpick comments (1)

docs/adr/02-two-way-processing-of-tickets.md (1)

17-19: Reduce repetitive phrasing for clarity.

Lines 17–18 use "we want to" twice in successive sentences. Rephrase for variety:

- On the one side, we want to operate as automated as possible and send responses directly to customers.
- On the other side, we want to be sure we don't send wrong or inappropriate responses.
+ On the one side, we want to operate as automated as possible and send responses directly to customers.
+ On the other side, we must ensure we don't send wrong or inappropriate responses.

📜 Review details

Configuration used: Path: .coderabbit.yaml

Review profile: CHILL

Plan: Pro

📥 Commits

Reviewing files that changed from the base of the PR and between 009d6ae and 30b19e1.

⛔ Files ignored due to path filters (2)

• docs/adr/2way_processing.png is excluded by !**/*.png
• docs/sketch/2way_processing.excalidraw is excluded by !**/*.excalidraw

📒 Files selected for processing (2)

• docs/adr/02-two-way-processing-of-tickets.md (1 hunks)
• docs/adr/index.md (1 hunks)

🧰 Additional context used

🪛 LanguageTool

docs/adr/02-two-way-processing-of-tickets.md

[style] ~18-~18: You have already used this phrasing in nearby sentences. Consider replacing it to add variety to your writing.
Context: ...tly to customers. On the other side, we want to be sure we don't send wrong or inapprop...

(REP_WANT_TO_VB)

🪛 markdownlint-cli2 (0.18.1)

docs/adr/02-two-way-processing-of-tickets.md

22-22: Fenced code blocks should have a language specified

(MD040, fenced-code-language)

🔇 Additional comments (4)

docs/adr/02-two-way-processing-of-tickets.md (3)

36-36: Verify that the diagram file exists.

Line 36 references a diagram file 2way_processing.png. Ensure this file is committed to the repository or provide clarification on whether it's a placeholder to be added in a follow-up commit.

---

1-35: ADR structure is clear and well-organized.

The document follows the MADR template appropriately, with clear metadata, context, and a well-articulated proposed workflow. The four processing paths (triage → fully automated, semi-automated, manual, or escalation) are logically sound and address the stated problem of balancing automation with safety. The optional mechanism for auto-sending known-safe responses after performance evaluation is a pragmatic addition.

---

38-40: "Decision Made" section intentionally left for later.

The decision section is marked "tbd", which is appropriate for a proposed ADR. Ensure this section is filled in during acceptance or after consensus is reached.

docs/adr/index.md (1)

9-9: Index entry is properly formatted.

The new ADR 02 entry follows the established convention and is correctly positioned in the list.