apps/platform/.env.example

@@ -59,6 +59,13 @@ MAIL_PASSWORD=null
 MAIL_FROM_ADDRESS="hello@example.com"
 MAIL_FROM_NAME="${APP_NAME}"
 
+SUPPORT_DESK_ENABLED=false
+SUPPORT_DESK_NAME="External support desk"
+SUPPORT_DESK_CREATE_URL=
+SUPPORT_DESK_API_TOKEN=
+SUPPORT_DESK_TICKET_URL_TEMPLATE=
+SUPPORT_DESK_TIMEOUT_SECONDS=5
+
 AWS_ACCESS_KEY_ID=
 AWS_SECRET_ACCESS_KEY=
 AWS_DEFAULT_REGION=us-east-1

apps/platform/app/Filament/Pages/Findings/FindingsIntakeQueue.php

@@ -105,14 +105,26 @@ public function mount(): void
 
     protected function getHeaderActions(): array
     {
-        return [
+        $actions = [];
-            Action::make('clear_tenant_filter')
+
-                ->label('Clear tenant filter')
+        $governanceContext = $this->incomingGovernanceContext();
-                ->icon('heroicon-o-x-mark')
+
+        if ($governanceContext?->backLinkUrl !== null) {
+            $actions[] = Action::make('return_to_governance_inbox')
+                ->label($governanceContext->backLinkLabel ?? 'Back to governance inbox')
+                ->icon('heroicon-o-arrow-left')
                 ->color('gray')
-                ->visible(fn (): bool => $this->currentTenantFilterId() !== null)
+                ->url($governanceContext->backLinkUrl);
-                ->action(fn (): mixed => $this->clearTenantFilter()),
+        }
-        ];
+
+        $actions[] = Action::make('clear_tenant_filter')
+            ->label('Clear tenant filter')
+            ->icon('heroicon-o-x-mark')
+            ->color('gray')
+            ->visible(fn (): bool => $this->currentTenantFilterId() !== null)
+            ->action(fn (): mixed => $this->clearTenantFilter());
+
+        return $actions;
     }
 
     public function table(Table $table): Table
@@ -698,6 +710,15 @@ private function navigationContext(): CanonicalNavigationContext
         );
     }
 
+    private function incomingGovernanceContext(): ?CanonicalNavigationContext
+    {
+        $context = CanonicalNavigationContext::fromRequest(request());
+
+        return $context?->sourceSurface === 'governance.inbox'
+            ? $context
+            : null;
+    }
+
     private function queueUrl(array $overrides = []): string
     {
         $resolvedTenant = array_key_exists('tenant', $overrides)

apps/platform/app/Filament/Pages/Findings/MyFindingsInbox.php

@@ -97,14 +97,26 @@ public function mount(): void
 
     protected function getHeaderActions(): array
     {
-        return [
+        $actions = [];
-            Action::make('clear_tenant_filter')
+
-                ->label('Clear tenant filter')
+        $governanceContext = $this->incomingGovernanceContext();
-                ->icon('heroicon-o-x-mark')
+
+        if ($governanceContext?->backLinkUrl !== null) {
+            $actions[] = Action::make('return_to_governance_inbox')
+                ->label($governanceContext->backLinkLabel ?? 'Back to governance inbox')
+                ->icon('heroicon-o-arrow-left')
                 ->color('gray')
-                ->visible(fn (): bool => $this->currentTenantFilterId() !== null)
+                ->url($governanceContext->backLinkUrl);
-                ->action(fn (): mixed => $this->clearTenantFilter()),
+        }
-        ];
+
+        $actions[] = Action::make('clear_tenant_filter')
+            ->label('Clear tenant filter')
+            ->icon('heroicon-o-x-mark')
+            ->color('gray')
+            ->visible(fn (): bool => $this->currentTenantFilterId() !== null)
+            ->action(fn (): mixed => $this->clearTenantFilter());
+
+        return $actions;
     }
 
     public function table(Table $table): Table
@@ -640,6 +652,15 @@ private function navigationContext(): CanonicalNavigationContext
         );
     }
 
+    private function incomingGovernanceContext(): ?CanonicalNavigationContext
+    {
+        $context = CanonicalNavigationContext::fromRequest(request());
+
+        return $context?->sourceSurface === 'governance.inbox'
+            ? $context
+            : null;
+    }
+
     private function queueUrl(): string
     {
         $tenant = $this->filteredTenant();

apps/platform/app/Filament/Pages/Governance/GovernanceInbox.php

@@ -75,6 +75,8 @@ class GovernanceInbox extends Page
 
     private ?bool $visibleAlertsFamily = null;
 
+    private ?bool $visibleFindingExceptionsFamily = null;
+
     public ?int $tenantId = null;
 
     public ?string $family = null;
@@ -189,12 +191,11 @@ public function pageUrl(array $overrides = []): string
 
     public function navigationContext(): CanonicalNavigationContext
     {
-        return new CanonicalNavigationContext(
+        return CanonicalNavigationContext::forGovernanceInbox(
-            sourceSurface: 'governance.inbox',
             canonicalRouteName: static::getRouteName(Filament::getPanel('admin')),
             tenantId: $this->tenantId,
-            backLinkLabel: 'Back to governance inbox',
             backLinkUrl: $this->pageUrl(),
+            familyKey: $this->family,
         );
     }
 
@@ -223,6 +224,7 @@ private function ensureAtLeastOneVisibleFamily(): void
         if (
             $this->hasVisibleOperationsFamily()
             || $this->visibleFindingTenants() !== []
+            || $this->hasVisibleFindingExceptionsFamily()
             || $this->reviewTenants() !== []
             || $this->hasVisibleAlertsFamily()
         ) {
@@ -266,6 +268,27 @@ private function hasVisibleAlertsFamily(): bool
         return $this->visibleAlertsFamily = app(WorkspaceCapabilityResolver::class)->can($user, $workspace, Capabilities::ALERTS_VIEW);
     }
 
+    private function hasVisibleFindingExceptionsFamily(): bool
+    {
+        if (is_bool($this->visibleFindingExceptionsFamily)) {
+            return $this->visibleFindingExceptionsFamily;
+        }
+
+        if ($this->authorizedTenants() === []) {
+            return $this->visibleFindingExceptionsFamily = false;
+        }
+
+        $user = auth()->user();
+        $workspace = $this->workspace();
+
+        if (! $user instanceof User || ! $workspace instanceof Workspace) {
+            return $this->visibleFindingExceptionsFamily = false;
+        }
+
+        return $this->visibleFindingExceptionsFamily = app(WorkspaceCapabilityResolver::class)
+            ->can($user, $workspace, Capabilities::FINDING_EXCEPTION_APPROVE);
+    }
+
     /**
      * @return array<int, Tenant>
      */
@@ -375,6 +398,7 @@ private function resolveRequestedFamily(): ?string
         return in_array($family, [
             'assigned_findings',
             'intake_findings',
+            'finding_exceptions',
             'stale_operations',
             'alert_delivery_failures',
             'review_follow_up',
@@ -424,6 +448,7 @@ private function inboxPayload(): array
             visibleFindingTenants: $this->visibleFindingTenants(),
             reviewTenants: $this->reviewTenants(),
             canViewAlerts: $this->hasVisibleAlertsFamily(),
+            canViewFindingExceptions: $this->hasVisibleFindingExceptionsFamily(),
             selectedTenant: $this->selectedTenant(),
             selectedFamily: $this->family,
             navigationContext: $this->navigationContext(),
@@ -458,6 +483,7 @@ private function unfilteredInboxPayload(): array
             visibleFindingTenants: $this->visibleFindingTenants(),
             reviewTenants: $this->reviewTenants(),
             canViewAlerts: $this->hasVisibleAlertsFamily(),
+            canViewFindingExceptions: $this->hasVisibleFindingExceptionsFamily(),
             selectedTenant: null,
             selectedFamily: null,
             navigationContext: $this->navigationContext(),

apps/platform/app/Filament/Pages/Monitoring/FindingExceptionsQueue.php

@@ -208,6 +208,16 @@ protected function getHeaderActions(): array
             returnActionName: 'operate_hub_return_finding_exceptions',
         );
 
+        $governanceContext = $this->incomingGovernanceContext();
+
+        if ($governanceContext?->backLinkUrl !== null) {
+            $actions[] = Action::make('return_to_governance_inbox')
+                ->label($governanceContext->backLinkLabel ?? 'Back to governance inbox')
+                ->icon('heroicon-o-arrow-left')
+                ->color('gray')
+                ->url($governanceContext->backLinkUrl);
+        }
+
         $actions[] = Action::make('clear_filters')
             ->label('Clear filters')
             ->icon('heroicon-o-x-mark')
@@ -479,7 +489,10 @@ public function selectedExceptionUrl(): ?string
             return null;
         }
 
-        return FindingExceptionResource::getUrl('view', ['record' => $record], panel: 'tenant', tenant: $record->tenant);
+        return $this->appendQuery(
+            FindingExceptionResource::getUrl('view', ['record' => $record], panel: 'tenant', tenant: $record->tenant),
+            $this->navigationContext()?->toQuery() ?? [],
+        );
     }
 
     public function selectedFindingUrl(): ?string
@@ -490,7 +503,10 @@ public function selectedFindingUrl(): ?string
             return null;
         }
 
-        return FindingResource::getUrl('view', ['record' => $record->finding], panel: 'tenant', tenant: $record->tenant);
+        return $this->appendQuery(
+            FindingResource::getUrl('view', ['record' => $record->finding], panel: 'tenant', tenant: $record->tenant),
+            $this->navigationContext()?->toQuery() ?? [],
+        );
     }
 
     public function clearSelectedException(): void
@@ -654,6 +670,15 @@ private function navigationContext(): ?CanonicalNavigationContext
         return CanonicalNavigationContext::fromRequest(request());
     }
 
+    private function incomingGovernanceContext(): ?CanonicalNavigationContext
+    {
+        $context = $this->navigationContext();
+
+        return $context?->sourceSurface === 'governance.inbox'
+            ? $context
+            : null;
+    }
+
     private function normalizeSelectedFindingExceptionId(): void
     {
         if (! is_int($this->selectedFindingExceptionId) || $this->selectedFindingExceptionId <= 0) {
@@ -783,4 +808,16 @@ private function governanceWarningColor(FindingException $record): string
 
         return 'danger';
     }
+
+    /**
+     * @param  array<string, mixed>  $query
+     */
+    private function appendQuery(string $url, array $query): string
+    {
+        if ($query === []) {
+            return $url;
+        }
+
+        return $url.(str_contains($url, '?') ? '&' : '?').http_build_query($query);
+    }
 }

apps/platform/app/Filament/Pages/Operations/TenantlessOperationRunViewer.php

@@ -31,6 +31,7 @@
 use App\Support\RestoreSafety\RestoreSafetyCopy;
 use App\Support\Rbac\UiEnforcement;
 use App\Support\SupportDiagnostics\SupportDiagnosticBundleBuilder;
+use App\Support\SupportRequests\ExternalSupportDeskHandoffService;
 use App\Support\SupportRequests\SupportRequestSubmissionService;
 use App\Support\Tenants\ReferencedTenantLifecyclePresentation;
 use App\Support\Tenants\TenantInteractionLane;
@@ -49,6 +50,7 @@
 use Filament\Notifications\Notification;
 use Filament\Pages\Page;
 use Filament\Schemas\Components\EmbeddedSchema;
+use Filament\Schemas\Components\Utilities\Get;
 use Filament\Schemas\Schema;
 use Illuminate\Contracts\View\View;
 use Illuminate\Contracts\Support\Htmlable;
@@ -267,42 +269,73 @@ public function authorizeOperationRunSupportRequest(): void
     private function requestSupportAction(): Action
     {
         $action = Action::make('requestSupport')
-            ->label('Request support')
+            ->label(__('localization.dashboard.request_support'))
             ->icon('heroicon-o-paper-airplane')
             ->record($this->run)
             ->slideOver()
             ->stickyModalHeader()
-            ->modalHeading('Request support')
+            ->modalHeading(__('localization.dashboard.support_request_heading'))
-            ->modalDescription('Share a concise summary and TenantAtlas will attach redacted context from the current run.')
+            ->modalDescription(__('localization.dashboard.support_request_run_description'))
-            ->modalSubmitActionLabel('Submit support request')
+            ->modalSubmitActionLabel(__('localization.dashboard.submit_request'))
             ->form([
                 Placeholder::make('primary_context')
-                    ->label('Primary context')
+                    ->label(__('localization.dashboard.primary_context'))
                     ->content(fn (): string => OperationRunLinks::identifier($this->run))
                     ->columnSpanFull(),
                 Placeholder::make('included_context')
-                    ->label('Included context')
+                    ->label(__('localization.dashboard.included_context'))
                     ->content(fn (): string => $this->operationSupportRequestAttachmentSummary())
                     ->columnSpanFull(),
+                Placeholder::make('latest_external_handoff')
+                    ->label(__('localization.dashboard.latest_external_handoff'))
+                    ->content(fn (): string => $this->operationLatestSupportRequestHandoffSummary())
+                    ->columnSpanFull(),
+                Select::make('external_handoff_mode')
+                    ->label(__('localization.dashboard.external_handoff_mode'))
+                    ->options(fn (): array => $this->supportHandoffModeOptions())
+                    ->default(SupportRequest::EXTERNAL_HANDOFF_MODE_INTERNAL_ONLY)
+                    ->helperText(fn (): string => $this->supportDeskTargetAvailable()
+                        ? __('localization.dashboard.external_handoff_mode_helper_available')
+                        : __('localization.dashboard.external_handoff_mode_helper_unavailable'))
+                    ->required()
+                    ->live()
+                    ->native(false),
+                Placeholder::make('handoff_mutation_scope')
+                    ->label(__('localization.dashboard.handoff_mutation_scope'))
+                    ->content(fn (Get $get): string => $this->externalHandoffMutationScope($get('external_handoff_mode')))
+                    ->columnSpanFull(),
+                TextInput::make('external_ticket_reference')
+                    ->label(__('localization.dashboard.external_ticket_reference'))
+                    ->helperText(__('localization.dashboard.external_ticket_reference_helper'))
+                    ->required(fn (Get $get): bool => $get('external_handoff_mode') === SupportRequest::EXTERNAL_HANDOFF_MODE_LINK_EXISTING_TICKET)
+                    ->visible(fn (Get $get): bool => $this->supportDeskTargetAvailable()
+                        && $get('external_handoff_mode') === SupportRequest::EXTERNAL_HANDOFF_MODE_LINK_EXISTING_TICKET),
+                TextInput::make('external_ticket_url')
+                    ->label(__('localization.dashboard.external_ticket_url'))
+                    ->helperText(__('localization.dashboard.external_ticket_url_helper'))
+                    ->url()
+                    ->visible(fn (Get $get): bool => $this->supportDeskTargetAvailable()
+                        && $get('external_handoff_mode') === SupportRequest::EXTERNAL_HANDOFF_MODE_LINK_EXISTING_TICKET)
+                    ->columnSpanFull(),
                 Select::make('severity')
-                    ->label('Severity')
+                    ->label(__('localization.dashboard.severity'))
                     ->options(SupportRequest::severityOptions())
                     ->default(SupportRequest::SEVERITY_NORMAL)
                     ->required()
                     ->native(false),
                 TextInput::make('summary')
-                    ->label('Summary')
+                    ->label(__('localization.dashboard.summary'))
                     ->required()
                     ->columnSpanFull(),
                 Textarea::make('reproduction_notes')
-                    ->label('Reproduction notes')
+                    ->label(__('localization.dashboard.reproduction_notes'))
                     ->rows(4)
                     ->columnSpanFull(),
                 TextInput::make('contact_name')
-                    ->label('Contact name')
+                    ->label(__('localization.dashboard.contact_name'))
                     ->default(fn (): ?string => $this->resolveViewerActor()->name),
                 TextInput::make('contact_email')
-                    ->label('Contact email')
+                    ->label(__('localization.dashboard.contact_email'))
                     ->email()
                     ->default(fn (): ?string => $this->resolveViewerActor()->email),
             ])
@@ -312,9 +345,21 @@ private function requestSupportAction(): Action
                 $supportRequest = app(SupportRequestSubmissionService::class)->submitForOperationRun($this->run, $actor, $data);
 
                 Notification::make()
-                    ->title('Support request submitted')
+                    ->title(__('localization.dashboard.support_request_submitted'))
-                    ->body('Reference '.$supportRequest->internal_reference)
+                    ->body($this->supportRequestNotificationBody($supportRequest))
-                    ->success()
+                    ->when(
+                        $supportRequest->hasExternalHandoffFailure(),
+                        fn (Notification $notification): Notification => $notification->warning(),
+                        fn (Notification $notification): Notification => $notification->success(),
+                    )
+                    ->when(
+                        $supportRequest->external_ticket_url !== null,
+                        fn (Notification $notification): Notification => $notification->actions([
+                            Action::make('openExternalTicket')
+                                ->label(__('localization.dashboard.open_external_ticket'))
+                                ->url((string) $supportRequest->external_ticket_url, shouldOpenInNewTab: true),
+                        ]),
+                    )
                     ->send();
             });
 
@@ -414,6 +459,98 @@ private function operationSupportRequestAttachmentSummary(): string
             : 'Only the canonical redacted run context will be attached because you cannot view support diagnostics.';
     }
 
+    private function operationLatestSupportRequestHandoffSummary(): string
+    {
+        $user = $this->resolveViewerActor();
+
+        $summary = app(SupportRequestSubmissionService::class)->latestOperationRunHandoffSummary($this->run, $user);
+
+        return $this->formatLatestHandoffSummary($summary);
+    }
+
+    /**
+     * @return array<string, string>
+     */
+    private function supportHandoffModeOptions(): array
+    {
+        if (! $this->supportDeskTargetAvailable()) {
+            return [
+                SupportRequest::EXTERNAL_HANDOFF_MODE_INTERNAL_ONLY => __('localization.dashboard.handoff_mode_internal_only'),
+            ];
+        }
+
+        return [
+            SupportRequest::EXTERNAL_HANDOFF_MODE_INTERNAL_ONLY => __('localization.dashboard.handoff_mode_internal_only'),
+            SupportRequest::EXTERNAL_HANDOFF_MODE_CREATE_EXTERNAL_TICKET => __('localization.dashboard.handoff_mode_create_external_ticket'),
+            SupportRequest::EXTERNAL_HANDOFF_MODE_LINK_EXISTING_TICKET => __('localization.dashboard.handoff_mode_link_existing_ticket'),
+        ];
+    }
+
+    private function supportDeskTargetAvailable(): bool
+    {
+        return app(ExternalSupportDeskHandoffService::class)->targetIsConfigured();
+    }
+
+    private function externalHandoffMutationScope(mixed $mode): string
+    {
+        return match ($mode) {
+            SupportRequest::EXTERNAL_HANDOFF_MODE_CREATE_EXTERNAL_TICKET => __('localization.dashboard.mutation_scope_external_create'),
+            SupportRequest::EXTERNAL_HANDOFF_MODE_LINK_EXISTING_TICKET => __('localization.dashboard.mutation_scope_external_link'),
+            default => __('localization.dashboard.mutation_scope_internal_only'),
+        };
+    }
+
+    /**
+     * @param  array<string, mixed>|null  $summary
+     */
+    private function formatLatestHandoffSummary(?array $summary): string
+    {
+        if ($summary === null) {
+            return __('localization.dashboard.latest_external_handoff_none');
+        }
+
+        $internalReference = (string) $summary['internal_reference'];
+
+        if (($summary['has_failure'] ?? false) === true) {
+            return __('localization.dashboard.latest_external_handoff_failed', [
+                'reference' => $internalReference,
+                'failure' => (string) $summary['external_handoff_failure_summary'],
+            ]);
+        }
+
+        if (($summary['has_external_link'] ?? false) === true) {
+            return __('localization.dashboard.latest_external_handoff_linked', [
+                'reference' => $internalReference,
+                'external' => (string) $summary['external_ticket_reference'],
+            ]);
+        }
+
+        return __('localization.dashboard.latest_external_handoff_internal_only', [
+            'reference' => $internalReference,
+        ]);
+    }
+
+    private function supportRequestNotificationBody(SupportRequest $supportRequest): string
+    {
+        return match ($supportRequest->externalHandoffOutcome()) {
+            SupportRequest::HANDOFF_OUTCOME_EXTERNAL_TICKET_CREATED => __('localization.dashboard.support_request_submitted_created', [
+                'reference' => $supportRequest->internal_reference,
+                'external' => $supportRequest->external_ticket_reference,
+            ]),
+            SupportRequest::HANDOFF_OUTCOME_EXTERNAL_TICKET_LINKED => __('localization.dashboard.support_request_submitted_linked', [
+                'reference' => $supportRequest->internal_reference,
+                'external' => $supportRequest->external_ticket_reference,
+            ]),
+            SupportRequest::HANDOFF_OUTCOME_EXTERNAL_HANDOFF_FAILED => __('localization.dashboard.support_request_submitted_failed', [
+                'reference' => $supportRequest->internal_reference,
+                'failure' => $supportRequest->external_handoff_failure_summary,
+            ]),
+            default => __('localization.dashboard.support_request_submitted_internal_only', [
+                'reference' => $supportRequest->internal_reference,
+            ]),
+        };
+    }
+
     /**
      * @param  array<string, mixed>  $bundle
      */

apps/platform/app/Filament/Pages/Reviews/CustomerReviewWorkspace.php

@@ -15,6 +15,7 @@
 use App\Support\Auth\Capabilities;
 use App\Support\Findings\FindingOutcomeSemantics;
 use App\Support\Filament\TablePaginationProfiles;
+use App\Support\Navigation\CanonicalNavigationContext;
 use App\Support\ReviewPackStatus;
 use App\Support\Ui\ActionSurface\ActionSurfaceDeclaration;
 use App\Support\Ui\ActionSurface\Enums\ActionSurfaceInspectAffordance;
@@ -112,16 +113,28 @@ public function mount(): void
 
     protected function getHeaderActions(): array
     {
-        return [
+        $actions = [];
-            Action::make('clear_filters')
+
-                ->label(__('localization.review.clear_filters'))
+        $governanceContext = $this->incomingGovernanceContext();
-                ->icon('heroicon-o-x-mark')
+
+        if ($governanceContext?->backLinkUrl !== null) {
+            $actions[] = Action::make('return_to_governance_inbox')
+                ->label($governanceContext->backLinkLabel ?? 'Back to governance inbox')
+                ->icon('heroicon-o-arrow-left')
                 ->color('gray')
-                ->visible(fn (): bool => $this->hasActiveFilters())
+                ->url($governanceContext->backLinkUrl);
-                ->action(function (): void {
+        }
-                    $this->clearWorkspaceFilters();
+
-                }),
+        $actions[] = Action::make('clear_filters')
-        ];
+            ->label(__('localization.review.clear_filters'))
+            ->icon('heroicon-o-x-mark')
+            ->color('gray')
+            ->visible(fn (): bool => $this->hasActiveFilters())
+            ->action(function (): void {
+                $this->clearWorkspaceFilters();
+            });
+
+        return $actions;
     }
 
     public function table(Table $table): Table
@@ -348,9 +361,13 @@ private function latestReviewUrl(Tenant $tenant): ?string
             return null;
         }
 
-        return TenantReviewResource::tenantScopedUrl('view', ['record' => $review], $tenant, 'tenant').'?'.http_build_query([
+        return $this->appendQuery(
-            self::DETAIL_CONTEXT_QUERY_KEY => 1,
+            TenantReviewResource::tenantScopedUrl('view', ['record' => $review], $tenant, 'tenant'),
-        ]);
+            array_replace(
+                [self::DETAIL_CONTEXT_QUERY_KEY => 1],
+                $this->navigationContext()?->toQuery() ?? [],
+            ),
+        );
     }
 
     private function latestReviewPack(Tenant $tenant): ?ReviewPack
@@ -527,4 +544,30 @@ private function reviewPackAvailability(Tenant $tenant): string
 
         return __('localization.review.available');
     }
+
+    private function navigationContext(): ?CanonicalNavigationContext
+    {
+        return CanonicalNavigationContext::fromRequest(request());
+    }
+
+    private function incomingGovernanceContext(): ?CanonicalNavigationContext
+    {
+        $context = $this->navigationContext();
+
+        return $context?->sourceSurface === 'governance.inbox'
+            ? $context
+            : null;
+    }
+
+    /**
+     * @param  array<string, mixed>  $query
+     */
+    private function appendQuery(string $url, array $query): string
+    {
+        if ($query === []) {
+            return $url;
+        }
+
+        return $url.(str_contains($url, '?') ? '&' : '?').http_build_query($query);
+    }
 }

apps/platform/app/Filament/Pages/TenantDashboard.php

@@ -21,6 +21,7 @@
 use App\Support\ProductTelemetry\ProductUsageEventCatalog;
 use App\Support\Rbac\UiEnforcement;
 use App\Support\SupportDiagnostics\SupportDiagnosticBundleBuilder;
+use App\Support\SupportRequests\ExternalSupportDeskHandoffService;
 use App\Support\SupportRequests\SupportRequestSubmissionService;
 use Filament\Actions\Action;
 use Filament\Facades\Filament;
@@ -30,6 +31,7 @@
 use Filament\Forms\Components\Textarea;
 use Filament\Notifications\Notification;
 use Filament\Pages\Dashboard;
+use Filament\Schemas\Components\Utilities\Get;
 use Filament\Widgets\Widget;
 use Filament\Widgets\WidgetConfiguration;
 use Illuminate\Contracts\View\View;
@@ -108,6 +110,37 @@ private function requestSupportAction(): Action
                     ->label(__('localization.dashboard.included_context'))
                     ->content(fn (): string => $this->tenantSupportRequestAttachmentSummary())
                     ->columnSpanFull(),
+                Placeholder::make('latest_external_handoff')
+                    ->label(__('localization.dashboard.latest_external_handoff'))
+                    ->content(fn (): string => $this->tenantLatestSupportRequestHandoffSummary())
+                    ->columnSpanFull(),
+                Select::make('external_handoff_mode')
+                    ->label(__('localization.dashboard.external_handoff_mode'))
+                    ->options(fn (): array => $this->supportHandoffModeOptions())
+                    ->default(SupportRequest::EXTERNAL_HANDOFF_MODE_INTERNAL_ONLY)
+                    ->helperText(fn (): string => $this->supportDeskTargetAvailable()
+                        ? __('localization.dashboard.external_handoff_mode_helper_available')
+                        : __('localization.dashboard.external_handoff_mode_helper_unavailable'))
+                    ->required()
+                    ->live()
+                    ->native(false),
+                Placeholder::make('handoff_mutation_scope')
+                    ->label(__('localization.dashboard.handoff_mutation_scope'))
+                    ->content(fn (Get $get): string => $this->externalHandoffMutationScope($get('external_handoff_mode')))
+                    ->columnSpanFull(),
+                TextInput::make('external_ticket_reference')
+                    ->label(__('localization.dashboard.external_ticket_reference'))
+                    ->helperText(__('localization.dashboard.external_ticket_reference_helper'))
+                    ->required(fn (Get $get): bool => $get('external_handoff_mode') === SupportRequest::EXTERNAL_HANDOFF_MODE_LINK_EXISTING_TICKET)
+                    ->visible(fn (Get $get): bool => $this->supportDeskTargetAvailable()
+                        && $get('external_handoff_mode') === SupportRequest::EXTERNAL_HANDOFF_MODE_LINK_EXISTING_TICKET),
+                TextInput::make('external_ticket_url')
+                    ->label(__('localization.dashboard.external_ticket_url'))
+                    ->helperText(__('localization.dashboard.external_ticket_url_helper'))
+                    ->url()
+                    ->visible(fn (Get $get): bool => $this->supportDeskTargetAvailable()
+                        && $get('external_handoff_mode') === SupportRequest::EXTERNAL_HANDOFF_MODE_LINK_EXISTING_TICKET)
+                    ->columnSpanFull(),
                 Select::make('severity')
                     ->label(__('localization.dashboard.severity'))
                     ->options(SupportRequest::severityOptions())
@@ -138,8 +171,20 @@ private function requestSupportAction(): Action
 
                 Notification::make()
                     ->title(__('localization.dashboard.support_request_submitted'))
-                    ->body('Reference '.$supportRequest->internal_reference)
+                    ->body($this->supportRequestNotificationBody($supportRequest))
-                    ->success()
+                    ->when(
+                        $supportRequest->hasExternalHandoffFailure(),
+                        fn (Notification $notification): Notification => $notification->warning(),
+                        fn (Notification $notification): Notification => $notification->success(),
+                    )
+                    ->when(
+                        $supportRequest->external_ticket_url !== null,
+                        fn (Notification $notification): Notification => $notification->actions([
+                            Action::make('openExternalTicket')
+                                ->label(__('localization.dashboard.open_external_ticket'))
+                                ->url((string) $supportRequest->external_ticket_url, shouldOpenInNewTab: true),
+                        ]),
+                    )
                     ->send();
             });
 
@@ -281,4 +326,97 @@ private function tenantSupportRequestAttachmentSummary(): string
             ? 'A redacted diagnostic snapshot and the canonical tenant context will be attached.'
             : 'Only the canonical redacted tenant context will be attached because you cannot view support diagnostics.';
     }
+
+    private function tenantLatestSupportRequestHandoffSummary(): string
+    {
+        $tenant = $this->resolveCurrentTenantForCapability(Capabilities::SUPPORT_REQUESTS_CREATE);
+        $user = $this->resolveDashboardActor();
+
+        $summary = app(SupportRequestSubmissionService::class)->latestTenantHandoffSummary($tenant, $user);
+
+        return $this->formatLatestHandoffSummary($summary);
+    }
+
+    /**
+     * @return array<string, string>
+     */
+    private function supportHandoffModeOptions(): array
+    {
+        if (! $this->supportDeskTargetAvailable()) {
+            return [
+                SupportRequest::EXTERNAL_HANDOFF_MODE_INTERNAL_ONLY => __('localization.dashboard.handoff_mode_internal_only'),
+            ];
+        }
+
+        return [
+            SupportRequest::EXTERNAL_HANDOFF_MODE_INTERNAL_ONLY => __('localization.dashboard.handoff_mode_internal_only'),
+            SupportRequest::EXTERNAL_HANDOFF_MODE_CREATE_EXTERNAL_TICKET => __('localization.dashboard.handoff_mode_create_external_ticket'),
+            SupportRequest::EXTERNAL_HANDOFF_MODE_LINK_EXISTING_TICKET => __('localization.dashboard.handoff_mode_link_existing_ticket'),
+        ];
+    }
+
+    private function supportDeskTargetAvailable(): bool
+    {
+        return app(ExternalSupportDeskHandoffService::class)->targetIsConfigured();
+    }
+
+    private function externalHandoffMutationScope(mixed $mode): string
+    {
+        return match ($mode) {
+            SupportRequest::EXTERNAL_HANDOFF_MODE_CREATE_EXTERNAL_TICKET => __('localization.dashboard.mutation_scope_external_create'),
+            SupportRequest::EXTERNAL_HANDOFF_MODE_LINK_EXISTING_TICKET => __('localization.dashboard.mutation_scope_external_link'),
+            default => __('localization.dashboard.mutation_scope_internal_only'),
+        };
+    }
+
+    /**
+     * @param  array<string, mixed>|null  $summary
+     */
+    private function formatLatestHandoffSummary(?array $summary): string
+    {
+        if ($summary === null) {
+            return __('localization.dashboard.latest_external_handoff_none');
+        }
+
+        $internalReference = (string) $summary['internal_reference'];
+
+        if (($summary['has_failure'] ?? false) === true) {
+            return __('localization.dashboard.latest_external_handoff_failed', [
+                'reference' => $internalReference,
+                'failure' => (string) $summary['external_handoff_failure_summary'],
+            ]);
+        }
+
+        if (($summary['has_external_link'] ?? false) === true) {
+            return __('localization.dashboard.latest_external_handoff_linked', [
+                'reference' => $internalReference,
+                'external' => (string) $summary['external_ticket_reference'],
+            ]);
+        }
+
+        return __('localization.dashboard.latest_external_handoff_internal_only', [
+            'reference' => $internalReference,
+        ]);
+    }
+
+    private function supportRequestNotificationBody(SupportRequest $supportRequest): string
+    {
+        return match ($supportRequest->externalHandoffOutcome()) {
+            SupportRequest::HANDOFF_OUTCOME_EXTERNAL_TICKET_CREATED => __('localization.dashboard.support_request_submitted_created', [
+                'reference' => $supportRequest->internal_reference,
+                'external' => $supportRequest->external_ticket_reference,
+            ]),
+            SupportRequest::HANDOFF_OUTCOME_EXTERNAL_TICKET_LINKED => __('localization.dashboard.support_request_submitted_linked', [
+                'reference' => $supportRequest->internal_reference,
+                'external' => $supportRequest->external_ticket_reference,
+            ]),
+            SupportRequest::HANDOFF_OUTCOME_EXTERNAL_HANDOFF_FAILED => __('localization.dashboard.support_request_submitted_failed', [
+                'reference' => $supportRequest->internal_reference,
+                'failure' => $supportRequest->external_handoff_failure_summary,
+            ]),
+            default => __('localization.dashboard.support_request_submitted_internal_only', [
+                'reference' => $supportRequest->internal_reference,
+            ]),
+        };
+    }
 }

apps/platform/app/Models/SupportRequest.php

@@ -32,6 +32,20 @@ class SupportRequest extends Model
 
     public const string SEVERITY_BLOCKING = 'blocking';
 
+    public const string EXTERNAL_HANDOFF_MODE_INTERNAL_ONLY = 'internal_only';
+
+    public const string EXTERNAL_HANDOFF_MODE_CREATE_EXTERNAL_TICKET = 'create_external_ticket';
+
+    public const string EXTERNAL_HANDOFF_MODE_LINK_EXISTING_TICKET = 'link_existing_ticket';
+
+    public const string HANDOFF_OUTCOME_INTERNAL_ONLY = 'internal_only';
+
+    public const string HANDOFF_OUTCOME_EXTERNAL_TICKET_CREATED = 'external_ticket_created';
+
+    public const string HANDOFF_OUTCOME_EXTERNAL_TICKET_LINKED = 'external_ticket_linked';
+
+    public const string HANDOFF_OUTCOME_EXTERNAL_HANDOFF_FAILED = 'external_handoff_failed';
+
     protected $guarded = [];
 
     /**
@@ -65,6 +79,53 @@ public static function severityValues(): array
         return array_keys(self::severityOptions());
     }
 
+    /**
+     * @return array<string, string>
+     */
+    public static function externalHandoffModeOptions(): array
+    {
+        return [
+            self::EXTERNAL_HANDOFF_MODE_INTERNAL_ONLY => 'TenantPilot only',
+            self::EXTERNAL_HANDOFF_MODE_CREATE_EXTERNAL_TICKET => 'Create external ticket',
+            self::EXTERNAL_HANDOFF_MODE_LINK_EXISTING_TICKET => 'Link existing ticket',
+        ];
+    }
+
+    /**
+     * @return list<string>
+     */
+    public static function externalHandoffModeValues(): array
+    {
+        return array_keys(self::externalHandoffModeOptions());
+    }
+
+    public function hasExternalTicket(): bool
+    {
+        return is_string($this->external_ticket_reference) && trim($this->external_ticket_reference) !== '';
+    }
+
+    public function hasExternalHandoffFailure(): bool
+    {
+        return is_string($this->external_handoff_failure_summary) && trim($this->external_handoff_failure_summary) !== '';
+    }
+
+    public function externalHandoffOutcome(): string
+    {
+        if ($this->hasExternalHandoffFailure()) {
+            return self::HANDOFF_OUTCOME_EXTERNAL_HANDOFF_FAILED;
+        }
+
+        if (! $this->hasExternalTicket()) {
+            return self::HANDOFF_OUTCOME_INTERNAL_ONLY;
+        }
+
+        return match ($this->external_handoff_mode) {
+            self::EXTERNAL_HANDOFF_MODE_CREATE_EXTERNAL_TICKET => self::HANDOFF_OUTCOME_EXTERNAL_TICKET_CREATED,
+            self::EXTERNAL_HANDOFF_MODE_LINK_EXISTING_TICKET => self::HANDOFF_OUTCOME_EXTERNAL_TICKET_LINKED,
+            default => self::HANDOFF_OUTCOME_INTERNAL_ONLY,
+        };
+    }
+
     /**
      * @return list<string>
      */

apps/platform/app/Services/Audit/WorkspaceAuditLogger.php

@@ -173,4 +173,87 @@ public function logSupportRequestCreated(
             tenant: $tenant,
         );
     }
+
+    public function logSupportRequestExternalTicketCreated(
+        SupportRequest $supportRequest,
+        User|PlatformUser|null $actor = null,
+    ): \App\Models\AuditLog {
+        return $this->logSupportRequestExternalHandoff(
+            supportRequest: $supportRequest,
+            actor: $actor,
+            action: AuditActionId::SupportRequestExternalTicketCreated,
+            status: 'success',
+            summaryPrefix: 'External ticket created for support request ',
+        );
+    }
+
+    public function logSupportRequestExternalTicketLinked(
+        SupportRequest $supportRequest,
+        User|PlatformUser|null $actor = null,
+    ): \App\Models\AuditLog {
+        return $this->logSupportRequestExternalHandoff(
+            supportRequest: $supportRequest,
+            actor: $actor,
+            action: AuditActionId::SupportRequestExternalTicketLinked,
+            status: 'success',
+            summaryPrefix: 'External ticket linked for support request ',
+        );
+    }
+
+    public function logSupportRequestExternalHandoffFailed(
+        SupportRequest $supportRequest,
+        User|PlatformUser|null $actor = null,
+    ): \App\Models\AuditLog {
+        return $this->logSupportRequestExternalHandoff(
+            supportRequest: $supportRequest,
+            actor: $actor,
+            action: AuditActionId::SupportRequestExternalHandoffFailed,
+            status: 'failed',
+            summaryPrefix: 'External handoff failed for support request ',
+        );
+    }
+
+    private function logSupportRequestExternalHandoff(
+        SupportRequest $supportRequest,
+        User|PlatformUser|null $actor,
+        AuditActionId $action,
+        string $status,
+        string $summaryPrefix,
+    ): \App\Models\AuditLog {
+        $supportRequest->loadMissing(['tenant.workspace']);
+
+        $tenant = $supportRequest->tenant;
+
+        if (! $tenant instanceof Tenant) {
+            throw new InvalidArgumentException('Support requests must belong to a tenant.');
+        }
+
+        $metadata = [
+            'internal_reference' => $supportRequest->internal_reference,
+            'primary_context_type' => $supportRequest->primary_context_type,
+            'primary_context_id' => $supportRequest->primary_context_type === SupportRequest::PRIMARY_CONTEXT_OPERATION_RUN
+                ? (string) $supportRequest->operation_run_id
+                : (string) $tenant->getKey(),
+            'external_handoff_mode' => $supportRequest->external_handoff_mode,
+            'external_ticket_reference' => $supportRequest->external_ticket_reference,
+        ];
+
+        if ($supportRequest->external_handoff_failure_summary !== null) {
+            $metadata['external_handoff_failure_summary'] = $supportRequest->external_handoff_failure_summary;
+        }
+
+        return $this->log(
+            workspace: $tenant->workspace,
+            action: $action,
+            context: $metadata,
+            actor: $actor,
+            status: $status,
+            resourceType: 'support_request',
+            resourceId: (string) $supportRequest->getKey(),
+            targetLabel: $supportRequest->internal_reference,
+            summary: $summaryPrefix.$supportRequest->internal_reference,
+            operationRunId: $supportRequest->operation_run_id !== null ? (int) $supportRequest->operation_run_id : null,
+            tenant: $tenant,
+        );
+    }
 }

apps/platform/app/Support/Audit/AuditActionId.php

@@ -103,6 +103,9 @@ enum AuditActionId: string
 
     case SupportDiagnosticsOpened = 'support_diagnostics.opened';
     case SupportRequestCreated = 'support_request.created';
+    case SupportRequestExternalTicketCreated = 'support_request.external_ticket_created';
+    case SupportRequestExternalTicketLinked = 'support_request.external_ticket_linked';
+    case SupportRequestExternalHandoffFailed = 'support_request.external_handoff_failed';
     case AiExecutionDecisionEvaluated = 'ai_execution.decision_evaluated';
     case OperationalControlPaused = 'operational_control.paused';
     case OperationalControlUpdated = 'operational_control.updated';
@@ -248,6 +251,9 @@ private static function labels(): array
             self::TenantTriageReviewMarkedFollowUpNeeded->value => 'Triage review marked follow-up needed',
             self::SupportDiagnosticsOpened->value => 'Support diagnostics opened',
             self::SupportRequestCreated->value => 'Support request created',
+            self::SupportRequestExternalTicketCreated->value => 'Support request external ticket created',
+            self::SupportRequestExternalTicketLinked->value => 'Support request external ticket linked',
+            self::SupportRequestExternalHandoffFailed->value => 'Support request external handoff failed',
             self::AiExecutionDecisionEvaluated->value => 'AI execution decision evaluated',
             self::OperationalControlPaused->value => 'Operational control paused',
             self::OperationalControlUpdated->value => 'Operational control updated',
@@ -338,6 +344,9 @@ private static function summaries(): array
             self::ReviewPackDownloaded->value => 'Review pack downloaded',
             self::SupportDiagnosticsOpened->value => 'Support diagnostics opened',
             self::SupportRequestCreated->value => 'Support request created',
+            self::SupportRequestExternalTicketCreated->value => 'Support request external ticket created',
+            self::SupportRequestExternalTicketLinked->value => 'Support request external ticket linked',
+            self::SupportRequestExternalHandoffFailed->value => 'Support request external handoff failed',
             self::AiExecutionDecisionEvaluated->value => 'AI execution decision evaluated',
             self::OperationalControlPaused->value => 'Operational control paused',
             self::OperationalControlUpdated->value => 'Operational control updated',

apps/platform/app/Support/GovernanceInbox/GovernanceInboxSectionBuilder.php

@@ -6,14 +6,15 @@
 
 use App\Filament\Pages\Findings\FindingsIntakeQueue;
 use App\Filament\Pages\Findings\MyFindingsInbox;
+use App\Filament\Pages\Monitoring\FindingExceptionsQueue;
 use App\Filament\Pages\Reviews\CustomerReviewWorkspace;
 use App\Filament\Resources\AlertDeliveryResource;
 use App\Filament\Resources\FindingExceptionResource;
 use App\Filament\Resources\FindingResource;
-use App\Filament\Resources\TenantResource;
 use App\Filament\Resources\TenantReviewResource;
 use App\Models\AlertDelivery;
 use App\Models\Finding;
+use App\Models\FindingException;
 use App\Models\OperationRun;
 use App\Models\Tenant;
 use App\Models\TenantTriageReview;
@@ -21,14 +22,12 @@
 use App\Models\Workspace;
 use App\Services\TenantReviews\TenantReviewRegisterService;
 use App\Support\Auth\Capabilities;
-use App\Support\BackupHealth\TenantBackupHealthAssessment;
 use App\Support\BackupHealth\TenantBackupHealthResolver;
 use App\Support\Navigation\CanonicalNavigationContext;
 use App\Support\OperationRunLinks;
 use App\Support\PortfolioTriage\PortfolioArrivalContextToken;
 use App\Support\PortfolioTriage\TenantTriageReviewStateResolver;
 use App\Support\RestoreSafety\RestoreSafetyResolver;
-use App\Support\Tenants\TenantRecoveryTriagePresentation;
 use Illuminate\Support\Str;
 
 final readonly class GovernanceInboxSectionBuilder
@@ -41,6 +40,7 @@
     private const FAMILY_ORDER = [
         'assigned_findings',
         'intake_findings',
+        'finding_exceptions',
         'stale_operations',
         'alert_delivery_failures',
         'review_follow_up',
@@ -71,6 +71,7 @@ public function build(
         array $visibleFindingTenants,
         array $reviewTenants,
         bool $canViewAlerts,
+        bool $canViewFindingExceptions = false,
         ?Tenant $selectedTenant = null,
         ?string $selectedFamily = null,
         ?CanonicalNavigationContext $navigationContext = null,
@@ -113,6 +114,22 @@ public function build(
         }
 
         if ($authorizedTenantsById !== []) {
+            if ($canViewFindingExceptions) {
+                $findingExceptionsSection = $this->findingExceptionsSection(
+                    workspace: $workspace,
+                    authorizedTenants: $authorizedTenantsById,
+                    selectedTenant: $selectedTenant,
+                    navigationContext: $navigationContext,
+                );
+                $allSections[$findingExceptionsSection['key']] = $findingExceptionsSection;
+                $availableFamilies[] = [
+                    'key' => $findingExceptionsSection['key'],
+                    'label' => $findingExceptionsSection['label'],
+                    'count' => $findingExceptionsSection['count'],
+                ];
+                $familyCounts[$findingExceptionsSection['key']] = $findingExceptionsSection['count'];
+            }
+
             $operationsSection = $this->operationsSection(
                 workspace: $workspace,
                 authorizedTenants: $authorizedTenantsById,
@@ -191,6 +208,59 @@ public function build(
         ];
     }
 
+    /**
+     * @param  array<int, Tenant>  $authorizedTenants
+     * @return array<string, mixed>
+     */
+    private function findingExceptionsSection(
+        Workspace $workspace,
+        array $authorizedTenants,
+        ?Tenant $selectedTenant,
+        ?CanonicalNavigationContext $navigationContext,
+    ): array {
+        $baseQuery = $this->findingExceptionsQuery($workspace, $authorizedTenants, $selectedTenant);
+        $count = (clone $baseQuery)->count();
+        $pendingCount = (clone $baseQuery)
+            ->where('status', FindingException::STATUS_PENDING)
+            ->count();
+        $expiringCount = (clone $baseQuery)
+            ->where('current_validity_state', FindingException::VALIDITY_EXPIRING)
+            ->count();
+        $lapsedCount = (clone $baseQuery)
+            ->where('status', '!=', FindingException::STATUS_PENDING)
+            ->whereIn('current_validity_state', [
+                FindingException::VALIDITY_EXPIRED,
+                FindingException::VALIDITY_MISSING_SUPPORT,
+            ])
+            ->count();
+        $entries = $this->orderedFindingExceptionsQuery(clone $baseQuery)
+            ->limit(self::PREVIEW_LIMIT)
+            ->get()
+            ->map(fn (FindingException $exception): array => $this->findingExceptionEntry($exception, $navigationContext))
+            ->all();
+
+        return [
+            'key' => 'finding_exceptions',
+            'label' => 'Finding exceptions',
+            'count' => $count,
+            'summary' => $this->findingExceptionsSummary($count, $pendingCount, $expiringCount, $lapsedCount),
+            'dominant_action_label' => 'Open finding exceptions',
+            'dominant_action_url' => $this->appendQuery(
+                FindingExceptionsQueue::getUrl(
+                    panel: 'admin',
+                    parameters: array_filter([
+                        'tenant' => $selectedTenant?->external_id,
+                    ], static fn (mixed $value): bool => is_string($value) && $value !== ''),
+                ),
+                $navigationContext?->toQuery() ?? [],
+            ),
+            'entries' => $entries,
+            'empty_state' => $selectedTenant instanceof Tenant
+                ? 'No finding exceptions match this tenant filter right now.'
+                : 'No finding exceptions need review right now.',
+        ];
+    }
+
     /**
      * @param  array<int, Tenant>  $tenants
      * @return array<int, Tenant>
@@ -477,28 +547,10 @@ private function reviewFollowUpSection(
             'label' => 'Review follow-up',
             'count' => count($rawEntries),
             'summary' => $this->reviewSummary($followUpCount, $changedCount),
-            'dominant_action_label' => 'Open review follow-up',
+            'dominant_action_label' => 'Open customer review workspace',
             'dominant_action_url' => $selectedTenant instanceof Tenant
                 ? $this->appendQuery(CustomerReviewWorkspace::tenantPrefilterUrl($selectedTenant), $navigationContext?->toQuery() ?? [])
-                : $this->appendQuery(TenantResource::getUrl(panel: 'admin'), array_replace_recursive(
+                : $this->appendQuery(CustomerReviewWorkspace::getUrl(panel: 'admin'), $navigationContext?->toQuery() ?? []),
-                    $navigationContext?->toQuery() ?? [],
-                    [
-                        'backup_posture' => [
-                            TenantBackupHealthAssessment::POSTURE_ABSENT,
-                            TenantBackupHealthAssessment::POSTURE_STALE,
-                            TenantBackupHealthAssessment::POSTURE_DEGRADED,
-                        ],
-                        'recovery_evidence' => [
-                            TenantRecoveryTriagePresentation::RECOVERY_EVIDENCE_WEAKENED,
-                            TenantRecoveryTriagePresentation::RECOVERY_EVIDENCE_UNVALIDATED,
-                        ],
-                        'review_state' => [
-                            TenantTriageReview::STATE_FOLLOW_UP_NEEDED,
-                            TenantTriageReview::DERIVED_STATE_CHANGED_SINCE_REVIEW,
-                        ],
-                        'triage_sort' => TenantRecoveryTriagePresentation::TRIAGE_SORT_WORST_FIRST,
-                    ],
-                )),
             'entries' => array_slice($rawEntries, 0, self::PREVIEW_LIMIT),
             'empty_state' => $selectedTenant instanceof Tenant
                 ? 'No review follow-up is visible for this tenant filter right now.'
@@ -634,6 +686,62 @@ private function alertsQuery(Workspace $workspace, array $authorizedTenants, ?Te
             });
     }
 
+    /**
+     * @param  array<int, Tenant>  $authorizedTenants
+     */
+    private function findingExceptionsQuery(Workspace $workspace, array $authorizedTenants, ?Tenant $selectedTenant): \Illuminate\Database\Eloquent\Builder
+    {
+        $tenantIds = $selectedTenant instanceof Tenant
+            ? [(int) $selectedTenant->getKey()]
+            : array_keys($authorizedTenants);
+
+        return FindingException::query()
+            ->with([
+                'tenant',
+                'requester:id,name',
+                'owner:id,name',
+                'finding' => fn ($query) => $query->withSubjectDisplayName(),
+            ])
+            ->where('workspace_id', (int) $workspace->getKey())
+            ->whereIn('tenant_id', $tenantIds === [] ? [-1] : $tenantIds)
+            ->where(function ($query): void {
+                $query
+                    ->where('status', FindingException::STATUS_PENDING)
+                    ->orWhereIn('status', [
+                        FindingException::STATUS_EXPIRING,
+                        FindingException::STATUS_EXPIRED,
+                    ])
+                    ->orWhereIn('current_validity_state', [
+                        FindingException::VALIDITY_EXPIRING,
+                        FindingException::VALIDITY_EXPIRED,
+                        FindingException::VALIDITY_MISSING_SUPPORT,
+                    ]);
+            });
+    }
+
+    private function orderedFindingExceptionsQuery(\Illuminate\Database\Eloquent\Builder $query): \Illuminate\Database\Eloquent\Builder
+    {
+        return $query
+            ->orderByRaw(
+                "case
+                    when status = ? then 0
+                    when current_validity_state = ? then 1
+                    when current_validity_state = ? then 2
+                    when current_validity_state = ? then 3
+                    else 4
+                end asc",
+                [
+                    FindingException::STATUS_PENDING,
+                    FindingException::VALIDITY_EXPIRED,
+                    FindingException::VALIDITY_MISSING_SUPPORT,
+                    FindingException::VALIDITY_EXPIRING,
+                ],
+            )
+            ->orderByRaw('case when review_due_at is null then 1 else 0 end asc')
+            ->orderBy('review_due_at')
+            ->orderByDesc('id');
+    }
+
     /**
      * @return array<string, mixed>
      */
@@ -727,6 +835,52 @@ private function alertEntry(AlertDelivery $delivery, ?CanonicalNavigationContext
         ];
     }
 
+    /**
+     * @return array<string, mixed>
+     */
+    private function findingExceptionEntry(FindingException $exception, ?CanonicalNavigationContext $navigationContext): array
+    {
+        $findingLabel = $exception->finding?->resolvedSubjectDisplayName()
+            ?? 'Finding #'.$exception->finding_id;
+        $sublineParts = array_values(array_filter([
+            $exception->owner?->name !== null ? 'Owner: '.$exception->owner->name : null,
+            FindingExceptionResource::relativeTimeDescription($exception->review_due_at)
+                ?? FindingExceptionResource::relativeTimeDescription($exception->expires_at),
+            is_string($exception->request_reason) && $exception->request_reason !== ''
+                ? $exception->request_reason
+                : null,
+        ]));
+
+        return [
+            'family_key' => 'finding_exceptions',
+            'source_model' => FindingException::class,
+            'source_key' => (string) $exception->getKey(),
+            'tenant_id' => $exception->tenant ? (int) $exception->tenant->getKey() : null,
+            'tenant_label' => $exception->tenant?->name,
+            'headline' => $findingLabel,
+            'subline' => $sublineParts === [] ? null : implode(' • ', $sublineParts),
+            'urgency_rank' => match (true) {
+                (string) $exception->status === FindingException::STATUS_PENDING => 0,
+                (string) $exception->current_validity_state === FindingException::VALIDITY_EXPIRED => 1,
+                (string) $exception->current_validity_state === FindingException::VALIDITY_MISSING_SUPPORT => 2,
+                (string) $exception->current_validity_state === FindingException::VALIDITY_EXPIRING => 3,
+                default => 4,
+            },
+            'status_label' => $this->findingExceptionStatusLabel($exception),
+            'destination_url' => $this->appendQuery(
+                FindingExceptionsQueue::getUrl(
+                    panel: 'admin',
+                    parameters: array_filter([
+                        'tenant' => $exception->tenant?->external_id,
+                        'exception' => (int) $exception->getKey(),
+                    ], static fn (mixed $value): bool => $value !== null && $value !== ''),
+                ),
+                $navigationContext?->toQuery() ?? [],
+            ),
+            'back_label' => $navigationContext?->backLinkLabel ?? 'Back to governance inbox',
+        ];
+    }
+
     /**
      * @param  array<string, mixed>  $row
      * @return array<string, mixed>
@@ -855,6 +1009,39 @@ private function alertsSummary(int $count): string
         );
     }
 
+    private function findingExceptionsSummary(int $count, int $pendingCount, int $expiringCount, int $lapsedCount): string
+    {
+        if ($count === 0) {
+            return 'No finding exceptions need review in the current scope.';
+        }
+
+        return sprintf(
+            '%d finding exception%s need review. %d pending, %d expiring, and %d lapsed or missing support.',
+            $count,
+            $count === 1 ? '' : 's',
+            $pendingCount,
+            $expiringCount,
+            $lapsedCount,
+        );
+    }
+
+    private function findingExceptionStatusLabel(FindingException $exception): string
+    {
+        if ((string) $exception->status === FindingException::STATUS_PENDING) {
+            return 'Pending';
+        }
+
+        if (in_array((string) $exception->current_validity_state, [
+            FindingException::VALIDITY_EXPIRING,
+            FindingException::VALIDITY_EXPIRED,
+            FindingException::VALIDITY_MISSING_SUPPORT,
+        ], true)) {
+            return Str::of((string) $exception->current_validity_state)->replace('_', ' ')->title()->value();
+        }
+
+        return Str::of((string) $exception->status)->replace('_', ' ')->title()->value();
+    }
+
     private function reviewSummary(int $followUpCount, int $changedCount): string
     {
         $total = $followUpCount + $changedCount;

apps/platform/app/Support/Navigation/CanonicalNavigationContext.php

@@ -18,6 +18,7 @@ public function __construct(
         public string $sourceSurface,
         public string $canonicalRouteName,
         public ?int $tenantId = null,
+        public ?string $familyKey = null,
         public ?string $backLinkLabel = null,
         public ?string $backLinkUrl = null,
         public array $filterPayload = [],
@@ -56,12 +57,31 @@ public static function fromRequest(Request $request): ?self
             sourceSurface: $sourceSurface,
             canonicalRouteName: $canonicalRouteName,
             tenantId: is_numeric($tenantId) ? (int) $tenantId : null,
+            familyKey: is_string($payload['family_key'] ?? null) && (string) $payload['family_key'] !== ''
+                ? (string) $payload['family_key']
+                : null,
             backLinkLabel: is_string($payload['back_label'] ?? null) ? (string) $payload['back_label'] : null,
             backLinkUrl: is_string($payload['back_url'] ?? null) ? (string) $payload['back_url'] : null,
             filterPayload: [],
         );
     }
 
+    public static function forGovernanceInbox(
+        string $canonicalRouteName,
+        ?int $tenantId,
+        ?string $familyKey,
+        string $backLinkUrl,
+    ): self {
+        return new self(
+            sourceSurface: 'governance.inbox',
+            canonicalRouteName: $canonicalRouteName,
+            tenantId: $tenantId,
+            familyKey: $familyKey,
+            backLinkLabel: 'Back to governance inbox',
+            backLinkUrl: $backLinkUrl,
+        );
+    }
+
     /**
      * @return array<string, mixed>
      */
@@ -117,6 +137,7 @@ private function navPayload(): array
             'source_surface' => $this->sourceSurface,
             'canonical_route_name' => $this->canonicalRouteName,
             'tenant_id' => $this->tenantId,
+            'family_key' => $this->familyKey,
             'back_label' => $this->backLinkLabel,
             'back_url' => $this->backLinkUrl,
         ], static fn (mixed $value): bool => $value !== null && $value !== '');

apps/platform/app/Support/SupportRequests/ExternalSupportDeskHandoffService.php

@@ -0,0 +1,256 @@
+<?php
+
+declare(strict_types=1);
+
+namespace App\Support\SupportRequests;
+
+use App\Models\SupportRequest;
+use Illuminate\Http\Client\ConnectionException;
+use Illuminate\Http\Client\RequestException;
+use Illuminate\Support\Facades\Http;
+use Illuminate\Validation\ValidationException;
+
+final class ExternalSupportDeskHandoffService
+{
+    private const int MAX_TIMEOUT_SECONDS = 5;
+
+    /**
+     * @return array{
+     *     successful: bool,
+     *     external_ticket_reference: ?string,
+     *     external_ticket_url: ?string,
+     *     failure_summary: ?string
+     * }
+     */
+    public function createTicket(SupportRequest $supportRequest): array
+    {
+        if (! $this->targetIsConfigured()) {
+            return $this->failed('External support desk target is not configured.');
+        }
+
+        try {
+            $response = Http::timeout($this->timeoutSeconds())
+                ->acceptJson()
+                ->asJson()
+                ->withHeaders($this->headers())
+                ->post($this->createUrl(), $this->payloadFor($supportRequest));
+        } catch (ConnectionException) {
+            return $this->failed('External support desk did not respond before the configured timeout.');
+        } catch (RequestException $exception) {
+            return $this->failed('External support desk rejected the ticket create request (HTTP '.$exception->response->status().').');
+        }
+
+        if (! $response->successful()) {
+            return $this->failed('External support desk rejected the ticket create request (HTTP '.$response->status().').');
+        }
+
+        $responsePayload = $response->json();
+        $responsePayload = is_array($responsePayload) ? $responsePayload : [];
+
+        $reference = $this->normalizeReference(
+            data_get($responsePayload, 'ticket_reference')
+                ?? data_get($responsePayload, 'external_ticket_reference')
+                ?? data_get($responsePayload, 'reference')
+                ?? data_get($responsePayload, 'key')
+                ?? data_get($responsePayload, 'id'),
+            throwOnInvalid: false,
+        );
+
+        if ($reference === null) {
+            return $this->failed('External support desk did not return a ticket reference.');
+        }
+
+        $url = $this->normalizeUrl(
+            data_get($responsePayload, 'ticket_url')
+                ?? data_get($responsePayload, 'external_ticket_url')
+                ?? data_get($responsePayload, 'url')
+                ?? data_get($responsePayload, 'web_url')
+                ?? data_get($responsePayload, 'html_url'),
+            throwOnInvalid: false,
+        ) ?? $this->urlFromTemplate($reference);
+
+        return [
+            'successful' => true,
+            'external_ticket_reference' => $reference,
+            'external_ticket_url' => $url,
+            'failure_summary' => null,
+        ];
+    }
+
+    /**
+     * @return array{external_ticket_reference: string, external_ticket_url: ?string}
+     */
+    public function normalizeLinkedTicket(mixed $reference, mixed $url): array
+    {
+        $normalizedReference = $this->normalizeReference($reference, throwOnInvalid: true);
+
+        if ($normalizedReference === null) {
+            throw ValidationException::withMessages([
+                'external_ticket_reference' => 'The external ticket reference field is required.',
+            ]);
+        }
+
+        return [
+            'external_ticket_reference' => $normalizedReference,
+            'external_ticket_url' => $this->normalizeUrl($url, throwOnInvalid: true) ?? $this->urlFromTemplate($normalizedReference),
+        ];
+    }
+
+    public function targetIsConfigured(): bool
+    {
+        return (bool) config('support_desk.target.enabled', false)
+            && $this->createUrl() !== null;
+    }
+
+    public function targetName(): string
+    {
+        $name = config('support_desk.target.name', 'External support desk');
+
+        return is_string($name) && trim($name) !== ''
+            ? trim($name)
+            : 'External support desk';
+    }
+
+    public function timeoutSeconds(): int
+    {
+        $configured = config('support_desk.target.timeout_seconds', self::MAX_TIMEOUT_SECONDS);
+
+        $seconds = is_numeric($configured) ? (int) $configured : self::MAX_TIMEOUT_SECONDS;
+
+        return max(1, min($seconds, self::MAX_TIMEOUT_SECONDS));
+    }
+
+    /**
+     * @return array{successful: false, external_ticket_reference: null, external_ticket_url: null, failure_summary: string}
+     */
+    private function failed(string $summary): array
+    {
+        return [
+            'successful' => false,
+            'external_ticket_reference' => null,
+            'external_ticket_url' => null,
+            'failure_summary' => $this->boundedFailureSummary($summary),
+        ];
+    }
+
+    private function createUrl(): ?string
+    {
+        return $this->normalizeUrl(config('support_desk.target.create_url'), throwOnInvalid: false);
+    }
+
+    /**
+     * @return array<string, string>
+     */
+    private function headers(): array
+    {
+        $headers = [];
+        $token = config('support_desk.target.api_token');
+
+        if (is_string($token) && trim($token) !== '') {
+            $headers['Authorization'] = 'Bearer '.trim($token);
+        }
+
+        return $headers;
+    }
+
+    /**
+     * @return array<string, mixed>
+     */
+    private function payloadFor(SupportRequest $supportRequest): array
+    {
+        return [
+            'support_request' => [
+                'internal_reference' => $supportRequest->internal_reference,
+                'severity' => $supportRequest->severity,
+                'summary' => $supportRequest->summary,
+                'reproduction_notes' => $supportRequest->reproduction_notes,
+                'contact_name' => $supportRequest->contact_name,
+                'contact_email' => $supportRequest->contact_email,
+                'primary_context_type' => $supportRequest->primary_context_type,
+                'primary_context_id' => $supportRequest->primary_context_type === SupportRequest::PRIMARY_CONTEXT_OPERATION_RUN
+                    ? $supportRequest->operation_run_id
+                    : $supportRequest->tenant_id,
+                'workspace_id' => $supportRequest->workspace_id,
+                'tenant_id' => $supportRequest->tenant_id,
+                'operation_run_id' => $supportRequest->operation_run_id,
+            ],
+            'context_envelope' => $supportRequest->context_envelope,
+        ];
+    }
+
+    private function normalizeReference(mixed $value, bool $throwOnInvalid): ?string
+    {
+        if (! is_string($value) && ! is_numeric($value)) {
+            return null;
+        }
+
+        $reference = trim((string) $value);
+
+        if ($reference === '') {
+            return null;
+        }
+
+        if (mb_strlen($reference) > 128 || preg_match('/\A[A-Za-z0-9][A-Za-z0-9._:-]*\z/', $reference) !== 1) {
+            if ($throwOnInvalid) {
+                throw ValidationException::withMessages([
+                    'external_ticket_reference' => 'The external ticket reference format is invalid.',
+                ]);
+            }
+
+            return null;
+        }
+
+        return $reference;
+    }
+
+    private function normalizeUrl(mixed $value, bool $throwOnInvalid): ?string
+    {
+        if (! is_string($value)) {
+            return null;
+        }
+
+        $url = trim($value);
+
+        if ($url === '') {
+            return null;
+        }
+
+        $scheme = parse_url($url, PHP_URL_SCHEME);
+
+        if (! in_array($scheme, ['http', 'https'], true) || filter_var($url, FILTER_VALIDATE_URL) === false) {
+            if ($throwOnInvalid) {
+                throw ValidationException::withMessages([
+                    'external_ticket_url' => 'The external ticket URL must be a valid HTTP or HTTPS URL.',
+                ]);
+            }
+
+            return null;
+        }
+
+        return $url;
+    }
+
+    private function urlFromTemplate(string $reference): ?string
+    {
+        $template = config('support_desk.target.ticket_url_template');
+
+        if (! is_string($template) || trim($template) === '') {
+            return null;
+        }
+
+        $url = str_replace(
+            ['{reference}', '{ticket}'],
+            rawurlencode($reference),
+            trim($template),
+        );
+
+        return $this->normalizeUrl($url, throwOnInvalid: false);
+    }
+
+    private function boundedFailureSummary(string $summary): string
+    {
+        $summary = trim(preg_replace('/\s+/', ' ', $summary) ?? $summary);
+
+        return mb_substr($summary, 0, 500);
+    }
+}

apps/platform/app/Support/SupportRequests/SupportRequestSubmissionService.php

@@ -20,6 +20,7 @@ public function __construct(
         private readonly CapabilityResolver $capabilityResolver,
         private readonly SupportRequestContextBuilder $supportRequestContextBuilder,
         private readonly SupportRequestReferenceGenerator $supportRequestReferenceGenerator,
+        private readonly ExternalSupportDeskHandoffService $externalSupportDeskHandoffService,
         private readonly WorkspaceAuditLogger $workspaceAuditLogger,
     ) {}
 
@@ -95,7 +96,7 @@ private function submit(
         $contactEmail = $validated['contact_email'] ?? $this->normalizeNullableString($actor->email);
         $connection = SupportRequest::query()->getModel()->getConnection();
 
-        return $connection->transaction(function () use (
+        $supportRequest = $connection->transaction(function () use (
             $actor,
             $contactEmail,
             $contactName,
@@ -127,6 +128,181 @@ private function submit(
 
             return $supportRequest;
         });
+
+        return $this->finalizeExternalHandoff($supportRequest, $actor, $validated);
+    }
+
+    /**
+     * @param  array{
+     *     external_handoff_mode: string,
+     *     external_ticket_reference: ?string,
+     *     external_ticket_url: ?string
+     * }  $validated
+     */
+    private function finalizeExternalHandoff(SupportRequest $supportRequest, User $actor, array $validated): SupportRequest
+    {
+        $mode = $validated['external_handoff_mode'];
+
+        if ($mode === SupportRequest::EXTERNAL_HANDOFF_MODE_INTERNAL_ONLY) {
+            $supportRequest->forceFill([
+                'external_handoff_mode' => SupportRequest::EXTERNAL_HANDOFF_MODE_INTERNAL_ONLY,
+                'external_ticket_reference' => null,
+                'external_ticket_url' => null,
+                'external_handoff_failure_summary' => null,
+            ])->save();
+
+            return $supportRequest->refresh();
+        }
+
+        if ($mode === SupportRequest::EXTERNAL_HANDOFF_MODE_LINK_EXISTING_TICKET) {
+            $linkedTicket = $this->externalSupportDeskHandoffService->normalizeLinkedTicket(
+                $validated['external_ticket_reference'],
+                $validated['external_ticket_url'],
+            );
+
+            $supportRequest->forceFill([
+                'external_handoff_mode' => SupportRequest::EXTERNAL_HANDOFF_MODE_LINK_EXISTING_TICKET,
+                'external_ticket_reference' => $linkedTicket['external_ticket_reference'],
+                'external_ticket_url' => $linkedTicket['external_ticket_url'],
+                'external_handoff_failure_summary' => null,
+            ])->save();
+
+            $supportRequest = $supportRequest->refresh();
+            $this->workspaceAuditLogger->logSupportRequestExternalTicketLinked($supportRequest, $actor);
+
+            return $supportRequest;
+        }
+
+        $createdTicket = $this->externalSupportDeskHandoffService->createTicket($supportRequest);
+
+        if ($createdTicket['successful']) {
+            $supportRequest->forceFill([
+                'external_handoff_mode' => SupportRequest::EXTERNAL_HANDOFF_MODE_CREATE_EXTERNAL_TICKET,
+                'external_ticket_reference' => $createdTicket['external_ticket_reference'],
+                'external_ticket_url' => $createdTicket['external_ticket_url'],
+                'external_handoff_failure_summary' => null,
+            ])->save();
+
+            $supportRequest = $supportRequest->refresh();
+            $this->workspaceAuditLogger->logSupportRequestExternalTicketCreated($supportRequest, $actor);
+
+            return $supportRequest;
+        }
+
+        $supportRequest->forceFill([
+            'external_handoff_mode' => SupportRequest::EXTERNAL_HANDOFF_MODE_CREATE_EXTERNAL_TICKET,
+            'external_ticket_reference' => null,
+            'external_ticket_url' => null,
+            'external_handoff_failure_summary' => $createdTicket['failure_summary'],
+        ])->save();
+
+        $supportRequest = $supportRequest->refresh();
+        $this->workspaceAuditLogger->logSupportRequestExternalHandoffFailed($supportRequest, $actor);
+
+        return $supportRequest;
+    }
+
+    /**
+     * @return array{
+     *     internal_reference: string,
+     *     primary_context_type: string,
+     *     primary_context_id: int|null,
+     *     submitted_at: ?string,
+     *     external_handoff_mode: string,
+     *     external_ticket_reference: ?string,
+     *     external_ticket_url: ?string,
+     *     external_handoff_failure_summary: ?string,
+     *     has_external_link: bool,
+     *     has_failure: bool
+     * }|null
+     */
+    public function latestTenantHandoffSummary(Tenant $tenant, User $actor): ?array
+    {
+        $this->authorizeCreation($tenant, $actor);
+
+        $supportRequest = SupportRequest::query()
+            ->where('workspace_id', (int) $tenant->workspace_id)
+            ->where('tenant_id', (int) $tenant->getKey())
+            ->where('primary_context_type', SupportRequest::PRIMARY_CONTEXT_TENANT)
+            ->latest('created_at')
+            ->latest('id')
+            ->first();
+
+        return $supportRequest instanceof SupportRequest
+            ? $this->summaryFor($supportRequest)
+            : null;
+    }
+
+    /**
+     * @return array{
+     *     internal_reference: string,
+     *     primary_context_type: string,
+     *     primary_context_id: int|null,
+     *     submitted_at: ?string,
+     *     external_handoff_mode: string,
+     *     external_ticket_reference: ?string,
+     *     external_ticket_url: ?string,
+     *     external_handoff_failure_summary: ?string,
+     *     has_external_link: bool,
+     *     has_failure: bool
+     * }|null
+     */
+    public function latestOperationRunHandoffSummary(OperationRun $run, User $actor): ?array
+    {
+        $run->loadMissing('tenant.workspace');
+
+        $tenant = $run->tenant;
+
+        if (! $tenant instanceof Tenant) {
+            abort(404);
+        }
+
+        $this->authorizeCreation($tenant, $actor);
+
+        $supportRequest = SupportRequest::query()
+            ->where('workspace_id', (int) $run->workspace_id)
+            ->where('tenant_id', (int) $tenant->getKey())
+            ->where('primary_context_type', SupportRequest::PRIMARY_CONTEXT_OPERATION_RUN)
+            ->where('operation_run_id', (int) $run->getKey())
+            ->latest('created_at')
+            ->latest('id')
+            ->first();
+
+        return $supportRequest instanceof SupportRequest
+            ? $this->summaryFor($supportRequest)
+            : null;
+    }
+
+    /**
+     * @return array{
+     *     internal_reference: string,
+     *     primary_context_type: string,
+     *     primary_context_id: int|null,
+     *     submitted_at: ?string,
+     *     external_handoff_mode: string,
+     *     external_ticket_reference: ?string,
+     *     external_ticket_url: ?string,
+     *     external_handoff_failure_summary: ?string,
+     *     has_external_link: bool,
+     *     has_failure: bool
+     * }
+     */
+    private function summaryFor(SupportRequest $supportRequest): array
+    {
+        return [
+            'internal_reference' => (string) $supportRequest->internal_reference,
+            'primary_context_type' => (string) $supportRequest->primary_context_type,
+            'primary_context_id' => $supportRequest->primary_context_type === SupportRequest::PRIMARY_CONTEXT_OPERATION_RUN
+                ? (is_numeric($supportRequest->operation_run_id) ? (int) $supportRequest->operation_run_id : null)
+                : (is_numeric($supportRequest->tenant_id) ? (int) $supportRequest->tenant_id : null),
+            'submitted_at' => $supportRequest->created_at?->toIso8601String(),
+            'external_handoff_mode' => (string) ($supportRequest->external_handoff_mode ?? SupportRequest::EXTERNAL_HANDOFF_MODE_INTERNAL_ONLY),
+            'external_ticket_reference' => $this->normalizeNullableString($supportRequest->external_ticket_reference),
+            'external_ticket_url' => $this->normalizeNullableString($supportRequest->external_ticket_url),
+            'external_handoff_failure_summary' => $this->normalizeNullableString($supportRequest->external_handoff_failure_summary),
+            'has_external_link' => $supportRequest->hasExternalTicket(),
+            'has_failure' => $supportRequest->hasExternalHandoffFailure(),
+        ];
     }
 
     /**
@@ -137,10 +313,20 @@ private function submit(
      *     reproduction_notes: ?string,
      *     contact_name: ?string,
      *     contact_email: ?string,
+     *     external_handoff_mode: string,
+     *     external_ticket_reference: ?string,
+     *     external_ticket_url: ?string,
      * }
      */
     private function validate(array $data): array
     {
+        $requestedHandoffMode = $this->normalizeNullableString($data['external_handoff_mode'] ?? null)
+            ?? SupportRequest::EXTERNAL_HANDOFF_MODE_INTERNAL_ONLY;
+
+        if (! $this->externalSupportDeskHandoffService->targetIsConfigured()) {
+            $requestedHandoffMode = SupportRequest::EXTERNAL_HANDOFF_MODE_INTERNAL_ONLY;
+        }
+
         $validated = validator(
             [
                 'severity' => $data['severity'] ?? SupportRequest::SEVERITY_NORMAL,
@@ -148,6 +334,9 @@ private function validate(array $data): array
                 'reproduction_notes' => $data['reproduction_notes'] ?? null,
                 'contact_name' => $data['contact_name'] ?? null,
                 'contact_email' => $data['contact_email'] ?? null,
+                'external_handoff_mode' => $requestedHandoffMode,
+                'external_ticket_reference' => $data['external_ticket_reference'] ?? null,
+                'external_ticket_url' => $data['external_ticket_url'] ?? null,
             ],
             [
                 'severity' => ['required', 'string', Rule::in(SupportRequest::severityValues())],
@@ -155,6 +344,9 @@ private function validate(array $data): array
                 'reproduction_notes' => ['nullable', 'string'],
                 'contact_name' => ['nullable', 'string'],
                 'contact_email' => ['nullable', 'email'],
+                'external_handoff_mode' => ['required', 'string', Rule::in(SupportRequest::externalHandoffModeValues())],
+                'external_ticket_reference' => ['nullable', 'string', 'max:255'],
+                'external_ticket_url' => ['nullable', 'url', 'max:2048'],
             ],
         )->validate();
 
@@ -169,6 +361,27 @@ private function validate(array $data): array
         $validated['reproduction_notes'] = $this->normalizeNullableString($validated['reproduction_notes'] ?? null);
         $validated['contact_name'] = $this->normalizeNullableString($validated['contact_name'] ?? null);
         $validated['contact_email'] = $this->normalizeNullableString($validated['contact_email'] ?? null);
+        $validated['external_ticket_reference'] = $this->normalizeNullableString($validated['external_ticket_reference'] ?? null);
+        $validated['external_ticket_url'] = $this->normalizeNullableString($validated['external_ticket_url'] ?? null);
+
+        if ($validated['external_handoff_mode'] === SupportRequest::EXTERNAL_HANDOFF_MODE_LINK_EXISTING_TICKET
+            && $validated['external_ticket_reference'] === null) {
+            throw ValidationException::withMessages([
+                'external_ticket_reference' => 'The external ticket reference field is required.',
+            ]);
+        }
+
+        if ($validated['external_handoff_mode'] === SupportRequest::EXTERNAL_HANDOFF_MODE_LINK_EXISTING_TICKET) {
+            $this->externalSupportDeskHandoffService->normalizeLinkedTicket(
+                $validated['external_ticket_reference'],
+                $validated['external_ticket_url'],
+            );
+        }
+
+        if ($validated['external_handoff_mode'] !== SupportRequest::EXTERNAL_HANDOFF_MODE_LINK_EXISTING_TICKET) {
+            $validated['external_ticket_reference'] = null;
+            $validated['external_ticket_url'] = null;
+        }
 
         return $validated;
     }

apps/platform/config/support_desk.php

@@ -0,0 +1,14 @@
+<?php
+
+declare(strict_types=1);
+
+return [
+    'target' => [
+        'enabled' => (bool) env('SUPPORT_DESK_ENABLED', false),
+        'name' => env('SUPPORT_DESK_NAME', 'External support desk'),
+        'create_url' => env('SUPPORT_DESK_CREATE_URL'),
+        'api_token' => env('SUPPORT_DESK_API_TOKEN'),
+        'ticket_url_template' => env('SUPPORT_DESK_TICKET_URL_TEMPLATE'),
+        'timeout_seconds' => (int) env('SUPPORT_DESK_TIMEOUT_SECONDS', 5),
+    ],
+];

apps/platform/database/factories/SupportRequestFactory.php

@@ -51,6 +51,10 @@ public function definition(): array
                 ],
                 'omissions' => [],
             ],
+            'external_handoff_mode' => SupportRequest::EXTERNAL_HANDOFF_MODE_INTERNAL_ONLY,
+            'external_ticket_reference' => null,
+            'external_ticket_url' => null,
+            'external_handoff_failure_summary' => null,
         ];
     }
 

apps/platform/database/migrations/2026_04_29_000000_add_external_handoff_fields_to_support_requests_table.php

@@ -0,0 +1,35 @@
+<?php
+
+declare(strict_types=1);
+
+use App\Models\SupportRequest;
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    public function up(): void
+    {
+        Schema::table('support_requests', function (Blueprint $table): void {
+            $table->string('external_handoff_mode')
+                ->default(SupportRequest::EXTERNAL_HANDOFF_MODE_INTERNAL_ONLY)
+                ->after('context_envelope');
+            $table->string('external_ticket_reference')->nullable()->after('external_handoff_mode');
+            $table->text('external_ticket_url')->nullable()->after('external_ticket_reference');
+            $table->text('external_handoff_failure_summary')->nullable()->after('external_ticket_url');
+        });
+    }
+
+    public function down(): void
+    {
+        Schema::table('support_requests', function (Blueprint $table): void {
+            $table->dropColumn([
+                'external_handoff_mode',
+                'external_ticket_reference',
+                'external_ticket_url',
+                'external_handoff_failure_summary',
+            ]);
+        });
+    }
+};

apps/platform/lang/de/localization.php

@@ -80,14 +80,40 @@
         'request_support' => 'Support anfragen',
         'support_request_heading' => 'Support anfragen',
         'support_request_description' => 'Teilen Sie eine kurze Zusammenfassung. TenantAtlas fügt redaktionell bereinigten Kontext aus bestehenden Datensätzen hinzu.',
-        'submit_request' => 'Anfrage senden',
+        'support_request_run_description' => 'Teilen Sie eine kurze Zusammenfassung. TenantAtlas fügt redaktionell bereinigten Kontext aus dem aktuellen Lauf hinzu.',
+        'submit_request' => 'Supportanfrage senden',
+        'primary_context' => 'Primärer Kontext',
         'included_context' => 'Enthaltener Kontext',
+        'latest_external_handoff' => 'Letzte externe Übergabe',
+        'latest_external_handoff_none' => 'Für diesen Kontext wurde noch keine Supportanfrage gesendet.',
+        'latest_external_handoff_internal_only' => 'Die letzte Supportreferenz :reference ist nur in TenantPilot erfasst. Es ist noch kein externes Ticket verknüpft.',
+        'latest_external_handoff_linked' => 'Die letzte Supportreferenz :reference ist mit externem Ticket :external verknüpft.',
+        'latest_external_handoff_failed' => 'Die letzte Supportreferenz :reference hat kein externes Ticket, weil die Übergabe fehlgeschlagen ist: :failure',
+        'external_handoff_mode' => 'Externe Übergabe',
+        'handoff_mode_internal_only' => 'Nur TenantPilot',
+        'handoff_mode_create_external_ticket' => 'Externes Ticket erstellen',
+        'handoff_mode_link_existing_ticket' => 'Bestehendes Ticket verknüpfen',
+        'external_handoff_mode_helper_available' => 'Wählen Sie, ob diese Anfrage intern bleibt, ein externes Ticket erstellt oder ein bestehendes Ticket verknüpft.',
+        'external_handoff_mode_helper_unavailable' => 'Es ist kein externes Support-Desk-Ziel konfiguriert. Diese Anfrage bleibt intern.',
+        'handoff_mutation_scope' => 'Änderungsumfang',
+        'mutation_scope_internal_only' => 'Nur TenantPilot. Es wird kein externes Support-Desk-Ticket erstellt oder verknüpft.',
+        'mutation_scope_external_create' => 'TenantPilot + externes Support Desk. TenantPilot erstellt zuerst die interne Supportanfrage und danach genau ein externes Ticket.',
+        'mutation_scope_external_link' => 'TenantPilot + externes Support Desk. TenantPilot speichert die angegebene externe Ticketreferenz und erstellt kein Duplikat.',
+        'external_ticket_reference' => 'Externe Ticketreferenz',
+        'external_ticket_reference_helper' => 'Verwenden Sie den bestehenden Desk-Ticketschlüssel, zum Beispiel PSA-12345.',
+        'external_ticket_url' => 'Externe Ticket-URL',
+        'external_ticket_url_helper' => 'Optionaler HTTP- oder HTTPS-Link zum bestehenden externen Ticket.',
         'severity' => 'Schweregrad',
         'summary' => 'Zusammenfassung',
         'reproduction_notes' => 'Reproduktionshinweise',
         'contact_name' => 'Kontaktname',
         'contact_email' => 'Kontakt-E-Mail',
         'support_request_submitted' => 'Supportanfrage gesendet',
+        'support_request_submitted_internal_only' => 'Supportreferenz :reference wurde erstellt. Es ist noch kein externes Ticket verknüpft.',
+        'support_request_submitted_created' => 'Supportreferenz :reference wurde erstellt und externes Ticket :external wurde angelegt.',
+        'support_request_submitted_linked' => 'Supportreferenz :reference wurde erstellt und mit externem Ticket :external verknüpft.',
+        'support_request_submitted_failed' => 'Supportreferenz :reference wurde erstellt, aber die externe Übergabe ist fehlgeschlagen: :failure',
+        'open_external_ticket' => 'Externes Ticket öffnen',
         'open_support_diagnostics' => 'Supportdiagnosen öffnen',
         'support_diagnostics' => 'Supportdiagnosen',
         'support_diagnostics_description' => 'Redaktionell bereinigter Tenant-Kontext aus bestehenden Datensätzen.',

apps/platform/lang/en/localization.php

@@ -80,14 +80,40 @@
         'request_support' => 'Request support',
         'support_request_heading' => 'Request support',
         'support_request_description' => 'Share a concise summary and TenantAtlas will attach redacted context from existing records.',
-        'submit_request' => 'Submit request',
+        'support_request_run_description' => 'Share a concise summary and TenantAtlas will attach redacted context from the current run.',
+        'submit_request' => 'Submit support request',
+        'primary_context' => 'Primary context',
         'included_context' => 'Included context',
+        'latest_external_handoff' => 'Latest external handoff',
+        'latest_external_handoff_none' => 'No support request has been submitted for this context yet.',
+        'latest_external_handoff_internal_only' => 'Latest support reference :reference is TenantPilot only. No external ticket is linked yet.',
+        'latest_external_handoff_linked' => 'Latest support reference :reference is linked to external ticket :external.',
+        'latest_external_handoff_failed' => 'Latest support reference :reference has no external ticket because handoff failed: :failure',
+        'external_handoff_mode' => 'External handoff',
+        'handoff_mode_internal_only' => 'TenantPilot only',
+        'handoff_mode_create_external_ticket' => 'Create external ticket',
+        'handoff_mode_link_existing_ticket' => 'Link existing ticket',
+        'external_handoff_mode_helper_available' => 'Choose whether this request stays internal, creates an external ticket, or links an existing one.',
+        'external_handoff_mode_helper_unavailable' => 'No external support desk target is configured. This request will stay internal.',
+        'handoff_mutation_scope' => 'Mutation scope',
+        'mutation_scope_internal_only' => 'TenantPilot only. No external support desk ticket will be created or linked.',
+        'mutation_scope_external_create' => 'TenantPilot + external support desk. TenantPilot creates the internal support request first, then creates one external ticket.',
+        'mutation_scope_external_link' => 'TenantPilot + external support desk. TenantPilot stores the external ticket reference you provide and does not create a duplicate ticket.',
+        'external_ticket_reference' => 'External ticket reference',
+        'external_ticket_reference_helper' => 'Use the existing desk ticket key, for example PSA-12345.',
+        'external_ticket_url' => 'External ticket URL',
+        'external_ticket_url_helper' => 'Optional HTTP or HTTPS link to the existing external ticket.',
         'severity' => 'Severity',
         'summary' => 'Summary',
         'reproduction_notes' => 'Reproduction notes',
         'contact_name' => 'Contact name',
         'contact_email' => 'Contact email',
         'support_request_submitted' => 'Support request submitted',
+        'support_request_submitted_internal_only' => 'Support reference :reference was created. No external ticket is linked yet.',
+        'support_request_submitted_created' => 'Support reference :reference was created and external ticket :external was created.',
+        'support_request_submitted_linked' => 'Support reference :reference was created and linked to external ticket :external.',
+        'support_request_submitted_failed' => 'Support reference :reference was created, but external handoff failed: :failure',
+        'open_external_ticket' => 'Open external ticket',
         'open_support_diagnostics' => 'Open support diagnostics',
         'support_diagnostics' => 'Support diagnostics',
         'support_diagnostics_description' => 'Redacted tenant context from existing records.',

apps/platform/resources/views/filament/pages/governance/governance-inbox.blade.php

@@ -18,7 +18,7 @@
                 </h1>
 
                 <p class="max-w-3xl text-sm leading-6 text-gray-600 dark:text-gray-300">
-                    This workspace decision surface routes you into the existing findings, operations, alerts, and review surfaces without introducing a second workflow state.
+                    This workspace decision surface routes you into the existing findings, finding exceptions, operations, alerts, and review surfaces without introducing a second workflow state.
                 </p>
             </div>
 

apps/platform/tests/Feature/Findings/FindingsIntakeQueueNavigationContextTest.php

@@ -0,0 +1,58 @@
+<?php
+
+declare(strict_types=1);
+
+use App\Filament\Pages\Findings\FindingsIntakeQueue;
+use App\Filament\Pages\Governance\GovernanceInbox;
+use App\Models\Finding;
+use App\Models\Tenant;
+use App\Support\Navigation\CanonicalNavigationContext;
+use App\Support\Workspaces\WorkspaceContext;
+use Filament\Facades\Filament;
+use Livewire\Livewire;
+
+it('keeps findings intake secondary when opened from the governance inbox', function (): void {
+    $tenant = Tenant::factory()->create([
+        'status' => 'active',
+        'name' => 'Alpha Tenant',
+        'external_id' => 'alpha-tenant',
+    ]);
+    [$user, $tenant] = createUserWithTenant($tenant, role: 'owner', workspaceRole: 'owner');
+
+    $finding = Finding::factory()
+        ->for($tenant)
+        ->create([
+            'workspace_id' => (int) $tenant->workspace_id,
+            'assignee_user_id' => null,
+            'status' => Finding::STATUS_NEW,
+            'subject_external_id' => 'intake-from-governance',
+        ]);
+
+    $this->actingAs($user);
+    Filament::setCurrentPanel('admin');
+    Filament::setTenant(null, true);
+    Filament::bootCurrentPanel();
+    session()->put(WorkspaceContext::SESSION_KEY, (int) $tenant->workspace_id);
+
+    $context = CanonicalNavigationContext::forGovernanceInbox(
+        canonicalRouteName: GovernanceInbox::getRouteName(Filament::getPanel('admin')),
+        tenantId: (int) $tenant->getKey(),
+        familyKey: 'intake_findings',
+        backLinkUrl: GovernanceInbox::getUrl(panel: 'admin', parameters: [
+            'tenant_id' => (string) $tenant->getKey(),
+            'family' => 'intake_findings',
+        ]),
+    );
+
+    Livewire::withQueryParams(array_replace($context->toQuery(), [
+        'tenant' => (string) $tenant->external_id,
+        'view' => 'needs_triage',
+    ]))
+        ->actingAs($user)
+        ->test(FindingsIntakeQueue::class)
+        ->assertSet('tableFilters.tenant_id.value', (string) $tenant->getKey())
+        ->assertActionVisible('return_to_governance_inbox')
+        ->assertCanSeeTableRecords([$finding])
+        ->assertSee('Shared unassigned work')
+        ->assertDontSee('This workspace decision surface routes you');
+});

apps/platform/tests/Feature/Findings/MyFindingsInboxNavigationContextTest.php

@@ -0,0 +1,56 @@
+<?php
+
+declare(strict_types=1);
+
+use App\Filament\Pages\Findings\MyFindingsInbox;
+use App\Filament\Pages\Governance\GovernanceInbox;
+use App\Models\Finding;
+use App\Models\Tenant;
+use App\Support\Navigation\CanonicalNavigationContext;
+use App\Support\Workspaces\WorkspaceContext;
+use Filament\Facades\Filament;
+use Livewire\Livewire;
+
+it('keeps my findings secondary when opened from the governance inbox', function (): void {
+    $tenant = Tenant::factory()->create([
+        'status' => 'active',
+        'name' => 'Alpha Tenant',
+        'external_id' => 'alpha-tenant',
+    ]);
+    [$user, $tenant] = createUserWithTenant($tenant, role: 'owner', workspaceRole: 'owner');
+
+    Finding::factory()
+        ->for($tenant)
+        ->assignedTo((int) $user->getKey())
+        ->create([
+            'workspace_id' => (int) $tenant->workspace_id,
+            'subject_external_id' => 'assigned-from-governance',
+        ]);
+
+    $this->actingAs($user);
+    Filament::setCurrentPanel('admin');
+    Filament::setTenant(null, true);
+    Filament::bootCurrentPanel();
+    session()->put(WorkspaceContext::SESSION_KEY, (int) $tenant->workspace_id);
+
+    $context = CanonicalNavigationContext::forGovernanceInbox(
+        canonicalRouteName: GovernanceInbox::getRouteName(Filament::getPanel('admin')),
+        tenantId: (int) $tenant->getKey(),
+        familyKey: 'assigned_findings',
+        backLinkUrl: GovernanceInbox::getUrl(panel: 'admin', parameters: [
+            'tenant_id' => (string) $tenant->getKey(),
+            'family' => 'assigned_findings',
+        ]),
+    );
+
+    Livewire::withQueryParams(array_replace($context->toQuery(), [
+        'tenant' => (string) $tenant->external_id,
+    ]))
+        ->actingAs($user)
+        ->test(MyFindingsInbox::class)
+        ->assertSet('tableFilters.tenant_id.value', (string) $tenant->getKey())
+        ->assertActionVisible('return_to_governance_inbox')
+        ->assertCanSeeTableRecords([Finding::query()->where('subject_external_id', 'assigned-from-governance')->firstOrFail()])
+        ->assertSee('Assigned to me only')
+        ->assertDontSee('This workspace decision surface routes you');
+});

apps/platform/tests/Feature/Governance/GovernanceInboxNavigationContextConvergenceTest.php

@@ -0,0 +1,54 @@
+<?php
+
+declare(strict_types=1);
+
+use App\Filament\Pages\Governance\GovernanceInbox;
+use App\Models\Finding;
+use App\Models\FindingException;
+use App\Models\Tenant;
+use App\Support\Workspaces\WorkspaceContext;
+
+it('launches the finding exceptions lane with tenant and family return context', function (): void {
+    $tenant = Tenant::factory()->create([
+        'status' => 'active',
+        'name' => 'Alpha Tenant',
+        'external_id' => 'alpha-tenant',
+    ]);
+    [$user, $tenant] = createUserWithTenant($tenant, role: 'owner', workspaceRole: 'manager');
+
+    $finding = Finding::factory()
+        ->for($tenant)
+        ->riskAccepted()
+        ->create([
+            'workspace_id' => (int) $tenant->workspace_id,
+            'subject_external_id' => 'governance-exception-lane',
+        ]);
+
+    $exception = FindingException::query()->create([
+        'workspace_id' => (int) $tenant->workspace_id,
+        'tenant_id' => (int) $tenant->getKey(),
+        'finding_id' => (int) $finding->getKey(),
+        'requested_by_user_id' => (int) $user->getKey(),
+        'owner_user_id' => (int) $user->getKey(),
+        'status' => FindingException::STATUS_PENDING,
+        'current_validity_state' => FindingException::VALIDITY_MISSING_SUPPORT,
+        'request_reason' => 'Governance convergence request',
+        'requested_at' => now()->subDay(),
+        'review_due_at' => now()->addDay(),
+        'evidence_summary' => ['reference_count' => 0],
+    ]);
+
+    $response = $this->actingAs($user)
+        ->withSession([WorkspaceContext::SESSION_KEY => (int) $tenant->workspace_id])
+        ->get(GovernanceInbox::getUrl(panel: 'admin').'?tenant_id='.(string) $tenant->getKey().'&family=finding_exceptions');
+
+    $response->assertOk()
+        ->assertSee('Finding exceptions')
+        ->assertSee('Open finding exceptions')
+        ->assertSee('Governance convergence request')
+        ->assertSee('nav%5Bfamily_key%5D=finding_exceptions', false)
+        ->assertSee('nav%5Bback_url%5D='.urlencode(GovernanceInbox::getUrl(panel: 'admin').'?tenant_id='.(string) $tenant->getKey().'&family=finding_exceptions'), false)
+        ->assertSee('exception='.(string) $exception->getKey(), false)
+        ->assertDontSee('Open my findings')
+        ->assertDontSee('Open findings intake');
+});

apps/platform/tests/Feature/Governance/GovernanceInboxPageTest.php

@@ -5,6 +5,7 @@
 use App\Filament\Pages\Governance\GovernanceInbox;
 use App\Models\AlertDelivery;
 use App\Models\Finding;
+use App\Models\FindingException;
 use App\Models\OperationRun;
 use App\Models\Tenant;
 use App\Models\TenantTriageReview;
@@ -46,6 +47,28 @@
         ->reopened()
         ->create();
 
+    $exceptionFinding = Finding::factory()
+        ->for($alphaTenant)
+        ->riskAccepted()
+        ->create([
+            'workspace_id' => (int) $alphaTenant->workspace_id,
+            'subject_external_id' => 'exception-governance-home',
+        ]);
+
+    FindingException::query()->create([
+        'workspace_id' => (int) $alphaTenant->workspace_id,
+        'tenant_id' => (int) $alphaTenant->getKey(),
+        'finding_id' => (int) $exceptionFinding->getKey(),
+        'requested_by_user_id' => (int) $user->getKey(),
+        'owner_user_id' => (int) $user->getKey(),
+        'status' => FindingException::STATUS_PENDING,
+        'current_validity_state' => FindingException::VALIDITY_MISSING_SUPPORT,
+        'request_reason' => 'Governance home exception review',
+        'requested_at' => now()->subDay(),
+        'review_due_at' => now()->addDay(),
+        'evidence_summary' => ['reference_count' => 0],
+    ]);
+
     OperationRun::factory()
         ->forTenant($alphaTenant)
         ->create([
@@ -87,13 +110,15 @@
         ->assertOk()
         ->assertSee('Assigned findings')
         ->assertSee('Findings intake')
+        ->assertSee('Finding exceptions')
         ->assertSee('Operations follow-up')
         ->assertSee('Alert delivery failures')
         ->assertSee('Review follow-up')
         ->assertSee('Open my findings')
+        ->assertSee('Open finding exceptions')
         ->assertSee('Open terminal follow-up')
         ->assertSee('Open alert deliveries')
-        ->assertSee('Open review follow-up');
+        ->assertSee('Open customer review workspace');
 });
 
 it('renders honest empty states for tenant and family filtering on the governance inbox page', function (): void {
@@ -141,3 +166,47 @@
         ->assertSee('No failed alert deliveries match this tenant filter right now.')
         ->assertDontSee('Open my findings');
 });
+
+it('omits the finding exceptions lane when the workspace capability is not visible', function (): void {
+    $tenant = Tenant::factory()->create([
+        'status' => 'active',
+        'name' => 'Alpha Tenant',
+    ]);
+    [$user, $tenant] = createUserWithTenant($tenant, role: 'owner', workspaceRole: 'readonly');
+
+    Finding::factory()
+        ->for($tenant)
+        ->assignedTo((int) $user->getKey())
+        ->create([
+            'workspace_id' => (int) $tenant->workspace_id,
+        ]);
+
+    $exceptionFinding = Finding::factory()
+        ->for($tenant)
+        ->riskAccepted()
+        ->create([
+            'workspace_id' => (int) $tenant->workspace_id,
+        ]);
+
+    FindingException::query()->create([
+        'workspace_id' => (int) $tenant->workspace_id,
+        'tenant_id' => (int) $tenant->getKey(),
+        'finding_id' => (int) $exceptionFinding->getKey(),
+        'requested_by_user_id' => (int) $user->getKey(),
+        'owner_user_id' => (int) $user->getKey(),
+        'status' => FindingException::STATUS_PENDING,
+        'current_validity_state' => FindingException::VALIDITY_MISSING_SUPPORT,
+        'request_reason' => 'Hidden exception lane',
+        'requested_at' => now()->subDay(),
+        'review_due_at' => now()->addDay(),
+        'evidence_summary' => ['reference_count' => 0],
+    ]);
+
+    $this->actingAs($user)
+        ->withSession([WorkspaceContext::SESSION_KEY => (int) $tenant->workspace_id])
+        ->get(GovernanceInbox::getUrl(panel: 'admin'))
+        ->assertOk()
+        ->assertSee('Assigned findings')
+        ->assertDontSee('Finding exceptions')
+        ->assertDontSee('Hidden exception lane');
+});

apps/platform/tests/Feature/Monitoring/FindingExceptionsQueueNavigationContextTest.php

@@ -0,0 +1,85 @@
+<?php
+
+declare(strict_types=1);
+
+use App\Filament\Pages\Governance\GovernanceInbox;
+use App\Filament\Pages\Monitoring\FindingExceptionsQueue;
+use App\Models\Finding;
+use App\Models\FindingException;
+use App\Models\Tenant;
+use App\Support\Navigation\CanonicalNavigationContext;
+use App\Support\Workspaces\WorkspaceContext;
+use Filament\Facades\Filament;
+use Livewire\Livewire;
+
+it('keeps the finding exceptions queue secondary when opened from the governance inbox', function (): void {
+    $tenant = Tenant::factory()->create([
+        'status' => 'active',
+        'name' => 'Alpha Tenant',
+        'external_id' => 'alpha-tenant',
+    ]);
+    [$user, $tenant] = createUserWithTenant($tenant, role: 'owner', workspaceRole: 'manager');
+
+    $finding = Finding::factory()
+        ->for($tenant)
+        ->riskAccepted()
+        ->create([
+            'workspace_id' => (int) $tenant->workspace_id,
+            'subject_external_id' => 'exception-secondary-finding',
+        ]);
+
+    $exception = FindingException::query()->create([
+        'workspace_id' => (int) $tenant->workspace_id,
+        'tenant_id' => (int) $tenant->getKey(),
+        'finding_id' => (int) $finding->getKey(),
+        'requested_by_user_id' => (int) $user->getKey(),
+        'owner_user_id' => (int) $user->getKey(),
+        'status' => FindingException::STATUS_PENDING,
+        'current_validity_state' => FindingException::VALIDITY_MISSING_SUPPORT,
+        'request_reason' => 'Exception queue return context',
+        'requested_at' => now()->subDay(),
+        'review_due_at' => now()->addDay(),
+        'evidence_summary' => ['reference_count' => 0],
+    ]);
+
+    $this->actingAs($user);
+    Filament::setCurrentPanel('admin');
+    Filament::setTenant(null, true);
+    Filament::bootCurrentPanel();
+    session()->put(WorkspaceContext::SESSION_KEY, (int) $tenant->workspace_id);
+
+    $context = CanonicalNavigationContext::forGovernanceInbox(
+        canonicalRouteName: GovernanceInbox::getRouteName(Filament::getPanel('admin')),
+        tenantId: (int) $tenant->getKey(),
+        familyKey: 'finding_exceptions',
+        backLinkUrl: GovernanceInbox::getUrl(panel: 'admin', parameters: [
+            'tenant_id' => (string) $tenant->getKey(),
+            'family' => 'finding_exceptions',
+        ]),
+    );
+
+    $component = Livewire::withQueryParams(array_replace($context->toQuery(), [
+        'tenant' => (string) $tenant->external_id,
+        'exception' => (int) $exception->getKey(),
+    ]))
+        ->actingAs($user)
+        ->test(FindingExceptionsQueue::class)
+        ->assertSet('tableFilters.tenant_id.value', (string) $tenant->getKey())
+        ->assertSet('selectedFindingExceptionId', (int) $exception->getKey())
+        ->assertActionVisible('return_to_governance_inbox')
+        ->assertActionVisible('open_selected_exception')
+        ->assertActionVisible('open_selected_finding')
+        ->assertSee('Exception queue return context')
+        ->assertSee('Focused review lane')
+        ->assertDontSee('This workspace decision surface routes you');
+
+    expect($component->instance()->selectedExceptionUrl())
+        ->toContain('nav%5Bsource_surface%5D=governance.inbox')
+        ->toContain('nav%5Bfamily_key%5D=finding_exceptions')
+        ->toContain('nav%5Btenant_id%5D='.(string) $tenant->getKey());
+
+    expect($component->instance()->selectedFindingUrl())
+        ->toContain('nav%5Bsource_surface%5D=governance.inbox')
+        ->toContain('nav%5Bfamily_key%5D=finding_exceptions')
+        ->toContain('nav%5Btenant_id%5D='.(string) $tenant->getKey());
+});

apps/platform/tests/Feature/Reviews/CustomerReviewWorkspaceNavigationContextTest.php

@@ -0,0 +1,61 @@
+<?php
+
+declare(strict_types=1);
+
+use App\Filament\Pages\Governance\GovernanceInbox;
+use App\Filament\Pages\Reviews\CustomerReviewWorkspace;
+use App\Filament\Resources\TenantReviewResource;
+use App\Models\Tenant;
+use App\Support\Navigation\CanonicalNavigationContext;
+use App\Support\TenantReviewStatus;
+use App\Support\Workspaces\WorkspaceContext;
+use Filament\Facades\Filament;
+use Livewire\Livewire;
+
+it('keeps the customer review workspace secondary when opened from the governance inbox', function (): void {
+    $tenant = Tenant::factory()->create([
+        'status' => 'active',
+        'name' => 'Alpha Tenant',
+        'external_id' => 'alpha-tenant',
+    ]);
+    [$user, $tenant] = createUserWithTenant(tenant: $tenant, role: 'readonly');
+    $snapshot = seedTenantReviewEvidence($tenant);
+
+    $review = composeTenantReviewForTest($tenant, $user, $snapshot);
+    $review->forceFill([
+        'status' => TenantReviewStatus::Published->value,
+        'generated_at' => now(),
+        'published_at' => now(),
+        'published_by_user_id' => (int) $user->getKey(),
+    ])->save();
+
+    $this->actingAs($user);
+    Filament::setCurrentPanel('admin');
+    Filament::setTenant(null, true);
+    Filament::bootCurrentPanel();
+    session()->put(WorkspaceContext::SESSION_KEY, (int) $tenant->workspace_id);
+
+    $context = CanonicalNavigationContext::forGovernanceInbox(
+        canonicalRouteName: GovernanceInbox::getRouteName(Filament::getPanel('admin')),
+        tenantId: (int) $tenant->getKey(),
+        familyKey: 'review_follow_up',
+        backLinkUrl: GovernanceInbox::getUrl(panel: 'admin', parameters: [
+            'tenant_id' => (string) $tenant->getKey(),
+            'family' => 'review_follow_up',
+        ]),
+    );
+
+    Livewire::withQueryParams(array_replace($context->toQuery(), [
+        'tenant' => (string) $tenant->external_id,
+    ]))
+        ->actingAs($user)
+        ->test(CustomerReviewWorkspace::class)
+        ->assertSet('tableFilters.tenant_id.value', (string) $tenant->getKey())
+        ->assertActionVisible('return_to_governance_inbox')
+        ->assertCanSeeTableRecords([$tenant->fresh()])
+        ->assertSee(TenantReviewResource::tenantScopedUrl('view', ['record' => $review->fresh()], $tenant), false)
+        ->assertSee(CustomerReviewWorkspace::DETAIL_CONTEXT_QUERY_KEY.'=1', false)
+        ->assertSee('nav%5Bsource_surface%5D=governance.inbox', false)
+        ->assertSee('nav%5Bfamily_key%5D=review_follow_up', false)
+        ->assertDontSee('This workspace decision surface routes you');
+});

apps/platform/tests/Feature/SupportRequests/OperationRunSupportRequestExternalHandoffTest.php

@@ -0,0 +1,148 @@
+<?php
+
+declare(strict_types=1);
+
+use App\Filament\Pages\Operations\TenantlessOperationRunViewer;
+use App\Models\OperationRun;
+use App\Models\SupportRequest;
+use App\Models\Tenant;
+use App\Models\User;
+use App\Support\OperationRunOutcome;
+use App\Support\OperationRunStatus;
+use App\Support\OperationRunType;
+use App\Support\Workspaces\WorkspaceContext;
+use Filament\Facades\Filament;
+use Illuminate\Support\Facades\Http;
+use Livewire\Livewire;
+
+uses(\Illuminate\Foundation\Testing\RefreshDatabase::class);
+
+function spec256ConfigureRunSupportDesk(array $overrides = []): void
+{
+    config([
+        'support_desk.target' => array_merge([
+            'enabled' => true,
+            'name' => 'Spec 256 Desk',
+            'create_url' => 'https://desk.example.test/api/tickets',
+            'api_token' => null,
+            'ticket_url_template' => 'https://desk.example.test/tickets/{reference}',
+            'timeout_seconds' => 5,
+        ], $overrides),
+    ]);
+}
+
+function spec256RunHandoffComponent(User $user, OperationRun $run): \Livewire\Features\SupportTesting\Testable
+{
+    test()->actingAs($user);
+    Filament::setTenant(null, true);
+    session()->put(WorkspaceContext::SESSION_KEY, (int) $run->workspace_id);
+
+    return Livewire::actingAs($user)->test(TenantlessOperationRunViewer::class, ['run' => $run]);
+}
+
+function spec256OperationRun(Tenant $tenant): OperationRun
+{
+    return OperationRun::factory()->create([
+        'workspace_id' => (int) $tenant->workspace_id,
+        'tenant_id' => (int) $tenant->getKey(),
+        'type' => OperationRunType::BaselineCompare->value,
+        'status' => OperationRunStatus::Completed->value,
+        'outcome' => OperationRunOutcome::Failed->value,
+        'summary_counts' => [
+            'total' => 0,
+            'processed' => 0,
+        ],
+        'completed_at' => now(),
+    ]);
+}
+
+it('creates an external ticket from the operation-run support action', function (): void {
+    spec256ConfigureRunSupportDesk();
+
+    $tenant = Tenant::factory()->create();
+    [$user, $tenant] = createUserWithTenant(tenant: $tenant, role: 'operator');
+    $run = spec256OperationRun($tenant);
+
+    Http::fake([
+        'desk.example.test/*' => Http::response([
+            'ticket_reference' => 'PSA-RUN-256',
+        ], 201),
+    ]);
+
+    spec256RunHandoffComponent($user, $run)
+        ->mountAction('requestSupport')
+        ->setActionData([
+            'severity' => SupportRequest::SEVERITY_HIGH,
+            'summary' => 'Run create external ticket handoff.',
+            'external_handoff_mode' => SupportRequest::EXTERNAL_HANDOFF_MODE_CREATE_EXTERNAL_TICKET,
+        ])
+        ->callMountedAction()
+        ->assertHasNoActionErrors()
+        ->assertNotified('Support request submitted');
+
+    $supportRequest = SupportRequest::query()->sole();
+
+    expect($supportRequest->primary_context_type)->toBe(SupportRequest::PRIMARY_CONTEXT_OPERATION_RUN)
+        ->and($supportRequest->operation_run_id)->toBe((int) $run->getKey())
+        ->and($supportRequest->external_handoff_mode)->toBe(SupportRequest::EXTERNAL_HANDOFF_MODE_CREATE_EXTERNAL_TICKET)
+        ->and($supportRequest->external_ticket_reference)->toBe('PSA-RUN-256')
+        ->and($supportRequest->external_ticket_url)->toBe('https://desk.example.test/tickets/PSA-RUN-256');
+});
+
+it('links an existing external ticket from the operation-run support action without outbound create', function (): void {
+    spec256ConfigureRunSupportDesk();
+
+    $tenant = Tenant::factory()->create();
+    [$user, $tenant] = createUserWithTenant(tenant: $tenant, role: 'manager');
+    $run = spec256OperationRun($tenant);
+
+    Http::fake();
+
+    spec256RunHandoffComponent($user, $run)
+        ->mountAction('requestSupport')
+        ->setActionData([
+            'summary' => 'Run link existing external ticket.',
+            'external_handoff_mode' => SupportRequest::EXTERNAL_HANDOFF_MODE_LINK_EXISTING_TICKET,
+            'external_ticket_reference' => 'PSA-RUN-LINK',
+        ])
+        ->callMountedAction()
+        ->assertHasNoActionErrors();
+
+    $supportRequest = SupportRequest::query()->sole();
+
+    expect($supportRequest->external_handoff_mode)->toBe(SupportRequest::EXTERNAL_HANDOFF_MODE_LINK_EXISTING_TICKET)
+        ->and($supportRequest->external_ticket_reference)->toBe('PSA-RUN-LINK')
+        ->and($supportRequest->external_ticket_url)->toBe('https://desk.example.test/tickets/PSA-RUN-LINK');
+
+    Http::assertNothingSent();
+});
+
+it('keeps the internal run support request when external create fails', function (): void {
+    spec256ConfigureRunSupportDesk();
+
+    $tenant = Tenant::factory()->create();
+    [$user, $tenant] = createUserWithTenant(tenant: $tenant, role: 'owner');
+    $run = spec256OperationRun($tenant);
+
+    Http::fake([
+        'desk.example.test/*' => Http::failedConnection(),
+    ]);
+
+    spec256RunHandoffComponent($user, $run)
+        ->mountAction('requestSupport')
+        ->setActionData([
+            'summary' => 'Run external handoff failure should keep internal support request.',
+            'external_handoff_mode' => SupportRequest::EXTERNAL_HANDOFF_MODE_CREATE_EXTERNAL_TICKET,
+        ])
+        ->callMountedAction()
+        ->assertHasNoActionErrors()
+        ->assertNotified('Support request submitted');
+
+    $supportRequest = SupportRequest::query()->sole();
+
+    expect($supportRequest->primary_context_type)->toBe(SupportRequest::PRIMARY_CONTEXT_OPERATION_RUN)
+        ->and($supportRequest->operation_run_id)->toBe((int) $run->getKey())
+        ->and($supportRequest->external_ticket_reference)->toBeNull()
+        ->and($supportRequest->external_handoff_failure_summary)->toContain('configured timeout')
+        ->and(OperationRun::query()->count())->toBe(1);
+});

apps/platform/tests/Feature/SupportRequests/SupportRequestExternalHandoffAuditTest.php

@@ -0,0 +1,140 @@
+<?php
+
+declare(strict_types=1);
+
+use App\Filament\Pages\TenantDashboard;
+use App\Models\AuditLog;
+use App\Models\SupportRequest;
+use App\Models\Tenant;
+use App\Models\User;
+use App\Support\Audit\AuditActionId;
+use App\Support\Workspaces\WorkspaceContext;
+use Illuminate\Support\Facades\Http;
+use Livewire\Livewire;
+
+uses(\Illuminate\Foundation\Testing\RefreshDatabase::class);
+
+function spec256ConfigureAuditSupportDesk(array $overrides = []): void
+{
+    config([
+        'support_desk.target' => array_merge([
+            'enabled' => true,
+            'name' => 'Spec 256 Desk',
+            'create_url' => 'https://desk.example.test/api/tickets',
+            'api_token' => null,
+            'ticket_url_template' => 'https://desk.example.test/tickets/{reference}',
+            'timeout_seconds' => 5,
+        ], $overrides),
+    ]);
+}
+
+function spec256AuditTenantComponent(User $user, Tenant $tenant): \Livewire\Features\SupportTesting\Testable
+{
+    test()->actingAs($user);
+    session()->put(WorkspaceContext::SESSION_KEY, (int) $tenant->workspace_id);
+    setTenantPanelContext($tenant);
+
+    return Livewire::actingAs($user)->test(TenantDashboard::class);
+}
+
+it('preserves support request created audit and records external ticket created audit', function (): void {
+    spec256ConfigureAuditSupportDesk();
+
+    $tenant = Tenant::factory()->create();
+    [$user, $tenant] = createUserWithTenant(tenant: $tenant, role: 'owner');
+
+    Http::fake([
+        'desk.example.test/*' => Http::response([
+            'ticket_reference' => 'PSA-AUDIT-CREATED',
+            'raw_secret' => 'must-not-be-copied',
+        ], 201),
+    ]);
+
+    spec256AuditTenantComponent($user, $tenant)
+        ->mountAction('requestSupport')
+        ->setActionData([
+            'summary' => 'Audit external ticket created.',
+            'external_handoff_mode' => SupportRequest::EXTERNAL_HANDOFF_MODE_CREATE_EXTERNAL_TICKET,
+        ])
+        ->callMountedAction()
+        ->assertHasNoActionErrors();
+
+    $supportRequest = SupportRequest::query()->sole();
+
+    $createdAudit = AuditLog::query()
+        ->where('action', AuditActionId::SupportRequestCreated->value)
+        ->sole();
+
+    $externalAudit = AuditLog::query()
+        ->where('action', AuditActionId::SupportRequestExternalTicketCreated->value)
+        ->sole();
+
+    expect($createdAudit->resource_id)->toBe((string) $supportRequest->getKey())
+        ->and($externalAudit->resource_id)->toBe((string) $supportRequest->getKey())
+        ->and($externalAudit->tenant_id)->toBe((int) $tenant->getKey())
+        ->and($externalAudit->status)->toBe('success')
+        ->and(data_get($externalAudit->metadata, 'internal_reference'))->toBe($supportRequest->internal_reference)
+        ->and(data_get($externalAudit->metadata, 'external_handoff_mode'))->toBe(SupportRequest::EXTERNAL_HANDOFF_MODE_CREATE_EXTERNAL_TICKET)
+        ->and(data_get($externalAudit->metadata, 'external_ticket_reference'))->toBe('PSA-AUDIT-CREATED')
+        ->and((string) json_encode($externalAudit->metadata))->not->toContain('must-not-be-copied');
+});
+
+it('records external ticket linked audit without issuing outbound create', function (): void {
+    spec256ConfigureAuditSupportDesk();
+
+    $tenant = Tenant::factory()->create();
+    [$user, $tenant] = createUserWithTenant(tenant: $tenant, role: 'operator');
+
+    Http::fake();
+
+    spec256AuditTenantComponent($user, $tenant)
+        ->mountAction('requestSupport')
+        ->setActionData([
+            'summary' => 'Audit external ticket linked.',
+            'external_handoff_mode' => SupportRequest::EXTERNAL_HANDOFF_MODE_LINK_EXISTING_TICKET,
+            'external_ticket_reference' => 'PSA-AUDIT-LINKED',
+        ])
+        ->callMountedAction()
+        ->assertHasNoActionErrors();
+
+    $externalAudit = AuditLog::query()
+        ->where('action', AuditActionId::SupportRequestExternalTicketLinked->value)
+        ->sole();
+
+    expect(data_get($externalAudit->metadata, 'external_handoff_mode'))->toBe(SupportRequest::EXTERNAL_HANDOFF_MODE_LINK_EXISTING_TICKET)
+        ->and(data_get($externalAudit->metadata, 'external_ticket_reference'))->toBe('PSA-AUDIT-LINKED')
+        ->and($externalAudit->status)->toBe('success');
+
+    Http::assertNothingSent();
+});
+
+it('records external handoff failed audit with bounded failure metadata', function (): void {
+    spec256ConfigureAuditSupportDesk();
+
+    $tenant = Tenant::factory()->create();
+    [$user, $tenant] = createUserWithTenant(tenant: $tenant, role: 'manager');
+
+    Http::fake([
+        'desk.example.test/*' => Http::failedConnection(),
+    ]);
+
+    spec256AuditTenantComponent($user, $tenant)
+        ->mountAction('requestSupport')
+        ->setActionData([
+            'summary' => 'Audit external ticket failure.',
+            'external_handoff_mode' => SupportRequest::EXTERNAL_HANDOFF_MODE_CREATE_EXTERNAL_TICKET,
+        ])
+        ->callMountedAction()
+        ->assertHasNoActionErrors();
+
+    $supportRequest = SupportRequest::query()->sole();
+
+    $externalAudit = AuditLog::query()
+        ->where('action', AuditActionId::SupportRequestExternalHandoffFailed->value)
+        ->sole();
+
+    expect($externalAudit->resource_id)->toBe((string) $supportRequest->getKey())
+        ->and($externalAudit->status)->toBe('failed')
+        ->and(data_get($externalAudit->metadata, 'external_ticket_reference'))->toBeNull()
+        ->and(data_get($externalAudit->metadata, 'external_handoff_failure_summary'))->toContain('configured timeout');
+});

apps/platform/tests/Feature/SupportRequests/SupportRequestExternalHandoffAuthorizationTest.php

@@ -0,0 +1,131 @@
+<?php
+
+declare(strict_types=1);
+
+use App\Filament\Pages\Operations\TenantlessOperationRunViewer;
+use App\Filament\Pages\TenantDashboard;
+use App\Models\OperationRun;
+use App\Models\SupportRequest;
+use App\Models\Tenant;
+use App\Models\User;
+use App\Models\WorkspaceMembership;
+use App\Support\OperationRunOutcome;
+use App\Support\OperationRunStatus;
+use App\Support\OperationRunType;
+use App\Support\SupportRequests\SupportRequestSubmissionService;
+use App\Support\Workspaces\WorkspaceContext;
+use Filament\Facades\Filament;
+use Livewire\Livewire;
+use Symfony\Component\HttpKernel\Exception\HttpExceptionInterface;
+
+uses(\Illuminate\Foundation\Testing\RefreshDatabase::class);
+
+function spec256AuthorizationTenantComponent(User $user, Tenant $tenant): \Livewire\Features\SupportTesting\Testable
+{
+    test()->actingAs($user);
+    session()->put(WorkspaceContext::SESSION_KEY, (int) $tenant->workspace_id);
+    setTenantPanelContext($tenant);
+
+    return Livewire::actingAs($user)->test(TenantDashboard::class);
+}
+
+function spec256AuthorizationOperationComponent(User $user, OperationRun $run): \Livewire\Features\SupportTesting\Testable
+{
+    test()->actingAs($user);
+    Filament::setTenant(null, true);
+    session()->put(WorkspaceContext::SESSION_KEY, (int) $run->workspace_id);
+
+    return Livewire::actingAs($user)->test(TenantlessOperationRunViewer::class, ['run' => $run]);
+}
+
+function spec256AuthorizationRun(Tenant $tenant): OperationRun
+{
+    return OperationRun::factory()->create([
+        'workspace_id' => (int) $tenant->workspace_id,
+        'tenant_id' => (int) $tenant->getKey(),
+        'type' => OperationRunType::BaselineCompare->value,
+        'status' => OperationRunStatus::Completed->value,
+        'outcome' => OperationRunOutcome::Failed->value,
+        'completed_at' => now(),
+    ]);
+}
+
+it('keeps external handoff actions forbidden for entitled tenant members without support-create capability', function (): void {
+    $tenant = Tenant::factory()->create();
+    [$user, $tenant] = createUserWithTenant(tenant: $tenant, role: 'readonly');
+
+    spec256AuthorizationTenantComponent($user, $tenant)
+        ->assertActionVisible('requestSupport')
+        ->assertActionDisabled('requestSupport')
+        ->call('authorizeTenantSupportRequest')
+        ->assertForbidden();
+
+    expect(SupportRequest::query()->count())->toBe(0);
+});
+
+it('keeps external handoff actions forbidden for entitled run viewers without support-create capability', function (): void {
+    $tenant = Tenant::factory()->create();
+    [$user, $tenant] = createUserWithTenant(tenant: $tenant, role: 'readonly');
+    $run = spec256AuthorizationRun($tenant);
+
+    spec256AuthorizationOperationComponent($user, $run)
+        ->assertActionVisible('requestSupport')
+        ->assertActionDisabled('requestSupport')
+        ->call('authorizeOperationRunSupportRequest')
+        ->assertForbidden();
+
+    expect(SupportRequest::query()->count())->toBe(0);
+});
+
+it('does not reveal latest tenant handoff summaries to workspace members without tenant entitlement', function (): void {
+    $tenant = Tenant::factory()->create();
+    $user = User::factory()->create();
+
+    WorkspaceMembership::factory()->create([
+        'workspace_id' => (int) $tenant->workspace_id,
+        'user_id' => (int) $user->getKey(),
+        'role' => 'operator',
+    ]);
+
+    SupportRequest::factory()->create([
+        'workspace_id' => (int) $tenant->workspace_id,
+        'tenant_id' => (int) $tenant->getKey(),
+        'primary_context_type' => SupportRequest::PRIMARY_CONTEXT_TENANT,
+        'external_handoff_mode' => SupportRequest::EXTERNAL_HANDOFF_MODE_LINK_EXISTING_TICKET,
+        'external_ticket_reference' => 'PSA-HIDDEN',
+    ]);
+
+    try {
+        app(SupportRequestSubmissionService::class)->latestTenantHandoffSummary($tenant, $user);
+        $this->fail('Expected latest handoff summary to deny as not found.');
+    } catch (HttpExceptionInterface $exception) {
+        expect($exception->getStatusCode())->toBe(404);
+    }
+});
+
+it('does not reveal latest run handoff summaries outside the run tenant entitlement', function (): void {
+    $tenant = Tenant::factory()->create();
+    $user = User::factory()->create();
+
+    WorkspaceMembership::factory()->create([
+        'workspace_id' => (int) $tenant->workspace_id,
+        'user_id' => (int) $user->getKey(),
+        'role' => 'owner',
+    ]);
+
+    $run = spec256AuthorizationRun($tenant);
+
+    SupportRequest::factory()
+        ->forOperationRun($run)
+        ->create([
+            'external_handoff_mode' => SupportRequest::EXTERNAL_HANDOFF_MODE_LINK_EXISTING_TICKET,
+            'external_ticket_reference' => 'PSA-RUN-HIDDEN',
+        ]);
+
+    try {
+        app(SupportRequestSubmissionService::class)->latestOperationRunHandoffSummary($run, $user);
+        $this->fail('Expected latest run handoff summary to deny as not found.');
+    } catch (HttpExceptionInterface $exception) {
+        expect($exception->getStatusCode())->toBe(404);
+    }
+});

apps/platform/tests/Feature/SupportRequests/TenantSupportRequestExternalHandoffTest.php

@@ -0,0 +1,187 @@
+<?php
+
+declare(strict_types=1);
+
+use App\Filament\Pages\TenantDashboard;
+use App\Models\SupportRequest;
+use App\Models\Tenant;
+use App\Models\User;
+use App\Support\Workspaces\WorkspaceContext;
+use Illuminate\Http\Client\Request;
+use Illuminate\Support\Facades\Http;
+use Livewire\Livewire;
+
+uses(\Illuminate\Foundation\Testing\RefreshDatabase::class);
+
+function spec256ConfigureTenantSupportDesk(array $overrides = []): void
+{
+    config([
+        'support_desk.target' => array_merge([
+            'enabled' => true,
+            'name' => 'Spec 256 Desk',
+            'create_url' => 'https://desk.example.test/api/tickets',
+            'api_token' => null,
+            'ticket_url_template' => 'https://desk.example.test/tickets/{reference}',
+            'timeout_seconds' => 5,
+        ], $overrides),
+    ]);
+}
+
+function spec256TenantHandoffComponent(User $user, Tenant $tenant): \Livewire\Features\SupportTesting\Testable
+{
+    test()->actingAs($user);
+    session()->put(WorkspaceContext::SESSION_KEY, (int) $tenant->workspace_id);
+    setTenantPanelContext($tenant);
+
+    return Livewire::actingAs($user)->test(TenantDashboard::class);
+}
+
+it('creates an external ticket from the tenant dashboard support action', function (): void {
+    spec256ConfigureTenantSupportDesk();
+
+    $tenant = Tenant::factory()->create(['name' => 'Spec 256 Tenant']);
+    [$user, $tenant] = createUserWithTenant(tenant: $tenant, role: 'owner');
+
+    Http::fake([
+        'desk.example.test/*' => Http::response([
+            'ticket_reference' => 'PSA-2561',
+            'ticket_url' => 'https://desk.example.test/tickets/PSA-2561',
+        ], 201),
+    ]);
+
+    spec256TenantHandoffComponent($user, $tenant)
+        ->mountAction('requestSupport')
+        ->setActionData([
+            'severity' => SupportRequest::SEVERITY_HIGH,
+            'summary' => 'Tenant create external ticket handoff.',
+            'external_handoff_mode' => SupportRequest::EXTERNAL_HANDOFF_MODE_CREATE_EXTERNAL_TICKET,
+        ])
+        ->callMountedAction()
+        ->assertHasNoActionErrors()
+        ->assertNotified('Support request submitted');
+
+    $supportRequest = SupportRequest::query()->sole();
+
+    expect($supportRequest->internal_reference)->toMatch('/^SR-[0-9A-HJKMNP-TV-Z]{26}$/')
+        ->and($supportRequest->external_handoff_mode)->toBe(SupportRequest::EXTERNAL_HANDOFF_MODE_CREATE_EXTERNAL_TICKET)
+        ->and($supportRequest->external_ticket_reference)->toBe('PSA-2561')
+        ->and($supportRequest->external_ticket_url)->toBe('https://desk.example.test/tickets/PSA-2561')
+        ->and($supportRequest->external_handoff_failure_summary)->toBeNull()
+        ->and($supportRequest->externalHandoffOutcome())->toBe(SupportRequest::HANDOFF_OUTCOME_EXTERNAL_TICKET_CREATED);
+
+    Http::assertSent(fn (Request $request): bool => $request->url() === 'https://desk.example.test/api/tickets'
+        && data_get($request->data(), 'support_request.internal_reference') === $supportRequest->internal_reference);
+});
+
+it('links an existing external ticket from the tenant dashboard without creating a duplicate external ticket', function (): void {
+    spec256ConfigureTenantSupportDesk();
+
+    $tenant = Tenant::factory()->create();
+    [$user, $tenant] = createUserWithTenant(tenant: $tenant, role: 'operator');
+
+    Http::fake();
+
+    spec256TenantHandoffComponent($user, $tenant)
+        ->mountAction('requestSupport')
+        ->setActionData([
+            'severity' => SupportRequest::SEVERITY_NORMAL,
+            'summary' => 'Tenant link existing external ticket.',
+            'external_handoff_mode' => SupportRequest::EXTERNAL_HANDOFF_MODE_LINK_EXISTING_TICKET,
+            'external_ticket_reference' => 'PSA-256-LINK',
+            'external_ticket_url' => 'https://desk.example.test/tickets/PSA-256-LINK',
+        ])
+        ->callMountedAction()
+        ->assertHasNoActionErrors()
+        ->assertNotified('Support request submitted');
+
+    $supportRequest = SupportRequest::query()->sole();
+
+    expect($supportRequest->external_handoff_mode)->toBe(SupportRequest::EXTERNAL_HANDOFF_MODE_LINK_EXISTING_TICKET)
+        ->and($supportRequest->external_ticket_reference)->toBe('PSA-256-LINK')
+        ->and($supportRequest->external_ticket_url)->toBe('https://desk.example.test/tickets/PSA-256-LINK')
+        ->and($supportRequest->externalHandoffOutcome())->toBe(SupportRequest::HANDOFF_OUTCOME_EXTERNAL_TICKET_LINKED);
+
+    Http::assertNothingSent();
+});
+
+it('rejects invalid linked external ticket input before storing a tenant support request', function (): void {
+    spec256ConfigureTenantSupportDesk();
+
+    $tenant = Tenant::factory()->create();
+    [$user, $tenant] = createUserWithTenant(tenant: $tenant, role: 'operator');
+
+    Http::fake();
+
+    spec256TenantHandoffComponent($user, $tenant)
+        ->mountAction('requestSupport')
+        ->setActionData([
+            'severity' => SupportRequest::SEVERITY_NORMAL,
+            'summary' => 'Tenant invalid link should not create support truth.',
+            'external_handoff_mode' => SupportRequest::EXTERNAL_HANDOFF_MODE_LINK_EXISTING_TICKET,
+            'external_ticket_reference' => 'not a ticket',
+        ])
+        ->callMountedAction()
+        ->assertHasErrors(['external_ticket_reference']);
+
+    expect(SupportRequest::query()->count())->toBe(0);
+
+    Http::assertNothingSent();
+});
+
+it('keeps the internal tenant support request when external create fails', function (): void {
+    spec256ConfigureTenantSupportDesk();
+
+    $tenant = Tenant::factory()->create();
+    [$user, $tenant] = createUserWithTenant(tenant: $tenant, role: 'manager');
+
+    Http::fake([
+        'desk.example.test/*' => Http::failedConnection(),
+    ]);
+
+    spec256TenantHandoffComponent($user, $tenant)
+        ->mountAction('requestSupport')
+        ->setActionData([
+            'severity' => SupportRequest::SEVERITY_BLOCKING,
+            'summary' => 'Tenant external desk timeout should keep internal support request.',
+            'external_handoff_mode' => SupportRequest::EXTERNAL_HANDOFF_MODE_CREATE_EXTERNAL_TICKET,
+        ])
+        ->callMountedAction()
+        ->assertHasNoActionErrors()
+        ->assertNotified('Support request submitted');
+
+    $supportRequest = SupportRequest::query()->sole();
+
+    expect($supportRequest->internal_reference)->toMatch('/^SR-/')
+        ->and($supportRequest->external_handoff_mode)->toBe(SupportRequest::EXTERNAL_HANDOFF_MODE_CREATE_EXTERNAL_TICKET)
+        ->and($supportRequest->external_ticket_reference)->toBeNull()
+        ->and($supportRequest->external_ticket_url)->toBeNull()
+        ->and($supportRequest->external_handoff_failure_summary)->toContain('configured timeout')
+        ->and($supportRequest->externalHandoffOutcome())->toBe(SupportRequest::HANDOFF_OUTCOME_EXTERNAL_HANDOFF_FAILED);
+});
+
+it('forces tenant support requests to internal only when no external target is configured', function (): void {
+    spec256ConfigureTenantSupportDesk([
+        'enabled' => false,
+    ]);
+
+    $tenant = Tenant::factory()->create();
+    [$user, $tenant] = createUserWithTenant(tenant: $tenant, role: 'owner');
+
+    Http::fake();
+
+    spec256TenantHandoffComponent($user, $tenant)
+        ->mountAction('requestSupport')
+        ->setActionData([
+            'summary' => 'Tenant support stays internal when no support desk target exists.',
+        ])
+        ->callMountedAction()
+        ->assertHasNoActionErrors();
+
+    $supportRequest = SupportRequest::query()->sole();
+
+    expect($supportRequest->external_handoff_mode)->toBe(SupportRequest::EXTERNAL_HANDOFF_MODE_INTERNAL_ONLY)
+        ->and($supportRequest->external_ticket_reference)->toBeNull()
+        ->and($supportRequest->external_handoff_failure_summary)->toBeNull();
+
+    Http::assertNothingSent();
+});

apps/platform/tests/Unit/Support/CanonicalNavigationContextTest.php

@@ -52,3 +52,26 @@
         ->and($context?->backLinkLabel)->toBe('Back to backup set')
         ->and($context?->backLinkUrl)->toBe('/admin/backup-sets/8');
 });
+
+it('serializes governance inbox family context for secondary surface return links', function (): void {
+    $context = CanonicalNavigationContext::forGovernanceInbox(
+        canonicalRouteName: 'filament.admin.pages.governance.inbox',
+        tenantId: 12,
+        familyKey: 'finding_exceptions',
+        backLinkUrl: '/admin/governance/inbox?tenant_id=12&family=finding_exceptions',
+    );
+
+    $roundTrip = CanonicalNavigationContext::fromRequest(Request::create('/admin/finding-exceptions/queue', 'GET', $context->toQuery()));
+
+    expect($context->toQuery()['nav'])
+        ->toMatchArray([
+            'source_surface' => 'governance.inbox',
+            'tenant_id' => 12,
+            'family_key' => 'finding_exceptions',
+            'back_label' => 'Back to governance inbox',
+        ])
+        ->and($roundTrip?->sourceSurface)->toBe('governance.inbox')
+        ->and($roundTrip?->tenantId)->toBe(12)
+        ->and($roundTrip?->familyKey)->toBe('finding_exceptions')
+        ->and($roundTrip?->backLinkUrl)->toBe('/admin/governance/inbox?tenant_id=12&family=finding_exceptions');
+});

apps/platform/tests/Unit/Support/GovernanceInbox/GovernanceInboxSectionBuilderTest.php

@@ -4,6 +4,7 @@
 
 use App\Models\AlertDelivery;
 use App\Models\Finding;
+use App\Models\FindingException;
 use App\Models\OperationRun;
 use App\Models\Tenant;
 use App\Models\TenantTriageReview;
@@ -54,6 +55,28 @@
             'subject_external_id' => 'intake-finding',
         ]);
 
+    $exceptionFinding = Finding::factory()
+        ->for($alphaTenant)
+        ->riskAccepted()
+        ->create([
+            'workspace_id' => (int) $workspace->getKey(),
+            'subject_external_id' => 'exception-finding',
+        ]);
+
+    FindingException::query()->create([
+        'workspace_id' => (int) $workspace->getKey(),
+        'tenant_id' => (int) $alphaTenant->getKey(),
+        'finding_id' => (int) $exceptionFinding->getKey(),
+        'requested_by_user_id' => (int) $user->getKey(),
+        'owner_user_id' => (int) $user->getKey(),
+        'status' => FindingException::STATUS_PENDING,
+        'current_validity_state' => FindingException::VALIDITY_MISSING_SUPPORT,
+        'request_reason' => 'Needs approval',
+        'requested_at' => now()->subDay(),
+        'review_due_at' => now()->addDay(),
+        'evidence_summary' => ['reference_count' => 0],
+    ]);
+
     OperationRun::factory()
         ->forTenant($alphaTenant)
         ->create([
@@ -129,6 +152,7 @@
         visibleFindingTenants: [$alphaTenant, $bravoTenant],
         reviewTenants: [$alphaTenant, $bravoTenant],
         canViewAlerts: true,
+        canViewFindingExceptions: true,
         navigationContext: $context,
     );
 
@@ -136,6 +160,7 @@
         ->toBe([
             'assigned_findings',
             'intake_findings',
+            'finding_exceptions',
             'stale_operations',
             'alert_delivery_failures',
             'review_follow_up',
@@ -143,6 +168,7 @@
         ->and($payload['family_counts'])->toMatchArray([
             'assigned_findings' => 1,
             'intake_findings' => 1,
+            'finding_exceptions' => 1,
             'stale_operations' => 2,
             'alert_delivery_failures' => 1,
             'review_follow_up' => 2,
@@ -153,6 +179,9 @@
     expect($sections['assigned_findings']['dominant_action_url'])
         ->toContain('/admin/findings/my-work')
         ->toContain('nav%5Bback_label%5D=Back+to+governance+inbox')
+        ->and($sections['finding_exceptions']['dominant_action_label'])->toBe('Open finding exceptions')
+        ->and($sections['finding_exceptions']['dominant_action_url'])->toContain('/admin/finding-exceptions/queue')
+        ->and($sections['finding_exceptions']['entries'][0]['destination_url'])->toContain('exception='.(string) $sections['finding_exceptions']['entries'][0]['source_key'])
         ->and($sections['stale_operations']['dominant_action_label'])->toBe('Open terminal follow-up')
         ->and($sections['stale_operations']['dominant_action_url'])->toContain('problemClass=terminal_follow_up')
         ->and($sections['alert_delivery_failures']['dominant_action_url'])->toContain('tableFilters%5Bstatus%5D%5Bvalue%5D=failed')
@@ -197,3 +226,63 @@
         ->and($payload['sections'][0]['count'])->toBe(0)
         ->and($payload['sections'][0]['empty_state'])->toContain('tenant filter');
 });
+
+it('omits finding exceptions when the exception family is hidden or tenant scope is inaccessible', function (): void {
+    $workspace = Workspace::factory()->create();
+    $user = User::factory()->create();
+
+    $visibleTenant = Tenant::factory()->create([
+        'workspace_id' => (int) $workspace->getKey(),
+        'name' => 'Visible Tenant',
+    ]);
+    $hiddenTenant = Tenant::factory()->create([
+        'workspace_id' => (int) $workspace->getKey(),
+        'name' => 'Hidden Tenant',
+    ]);
+
+    $finding = Finding::factory()
+        ->for($hiddenTenant)
+        ->riskAccepted()
+        ->create(['workspace_id' => (int) $workspace->getKey()]);
+
+    FindingException::query()->create([
+        'workspace_id' => (int) $workspace->getKey(),
+        'tenant_id' => (int) $hiddenTenant->getKey(),
+        'finding_id' => (int) $finding->getKey(),
+        'requested_by_user_id' => (int) $user->getKey(),
+        'owner_user_id' => (int) $user->getKey(),
+        'status' => FindingException::STATUS_PENDING,
+        'current_validity_state' => FindingException::VALIDITY_MISSING_SUPPORT,
+        'request_reason' => 'Hidden request',
+        'requested_at' => now()->subDay(),
+        'review_due_at' => now()->addDay(),
+        'evidence_summary' => ['reference_count' => 0],
+    ]);
+
+    $builder = app(GovernanceInboxSectionBuilder::class);
+
+    $payloadWithoutCapability = $builder->build(
+        user: $user,
+        workspace: $workspace,
+        authorizedTenants: [$visibleTenant, $hiddenTenant],
+        visibleFindingTenants: [],
+        reviewTenants: [],
+        canViewAlerts: false,
+        canViewFindingExceptions: false,
+    );
+
+    $payloadWithHiddenTenantOnly = $builder->build(
+        user: $user,
+        workspace: $workspace,
+        authorizedTenants: [$visibleTenant],
+        visibleFindingTenants: [],
+        reviewTenants: [],
+        canViewAlerts: false,
+        canViewFindingExceptions: true,
+    );
+
+    expect(collect($payloadWithoutCapability['available_families'])->pluck('key')->all())
+        ->not->toContain('finding_exceptions')
+        ->and($payloadWithHiddenTenantOnly['family_counts']['finding_exceptions'] ?? null)->toBe(0)
+        ->and($payloadWithHiddenTenantOnly['sections'])->toBe([]);
+});

apps/platform/tests/Unit/Support/SupportRequests/ExternalSupportDeskHandoffServiceTest.php

@@ -0,0 +1,121 @@
+<?php
+
+declare(strict_types=1);
+
+use App\Models\SupportRequest;
+use App\Models\Tenant;
+use App\Support\SupportRequests\ExternalSupportDeskHandoffService;
+use Illuminate\Foundation\Testing\RefreshDatabase;
+use Illuminate\Http\Client\Request;
+use Illuminate\Support\Facades\Http;
+use Illuminate\Validation\ValidationException;
+
+uses(RefreshDatabase::class);
+
+function configureSpec256SupportDesk(array $overrides = []): void
+{
+    config([
+        'support_desk.target' => array_merge([
+            'enabled' => true,
+            'name' => 'Spec 256 Desk',
+            'create_url' => 'https://desk.example.test/api/tickets',
+            'api_token' => null,
+            'ticket_url_template' => 'https://desk.example.test/tickets/{reference}',
+            'timeout_seconds' => 5,
+        ], $overrides),
+    ]);
+}
+
+function spec256SupportRequest(array $attributes = []): SupportRequest
+{
+    $tenant = Tenant::factory()->create();
+
+    return SupportRequest::factory()->create(array_merge([
+        'workspace_id' => (int) $tenant->workspace_id,
+        'tenant_id' => (int) $tenant->getKey(),
+        'summary' => 'Need external support desk handoff.',
+        'severity' => SupportRequest::SEVERITY_HIGH,
+    ], $attributes));
+}
+
+it('creates an external ticket through the configured target and normalizes the returned reference', function (): void {
+    configureSpec256SupportDesk([
+        'api_token' => 'secret-token',
+    ]);
+
+    $supportRequest = spec256SupportRequest();
+
+    Http::fake([
+        'desk.example.test/*' => Http::response([
+            'ticket_reference' => 'PSA-12345',
+            'ticket_url' => 'https://desk.example.test/tickets/PSA-12345',
+        ], 201),
+    ]);
+
+    $result = app(ExternalSupportDeskHandoffService::class)->createTicket($supportRequest);
+
+    expect($result['successful'])->toBeTrue()
+        ->and($result['external_ticket_reference'])->toBe('PSA-12345')
+        ->and($result['external_ticket_url'])->toBe('https://desk.example.test/tickets/PSA-12345')
+        ->and($result['failure_summary'])->toBeNull();
+
+    Http::assertSent(fn (Request $request): bool => $request->url() === 'https://desk.example.test/api/tickets'
+        && data_get($request->data(), 'support_request.internal_reference') === $supportRequest->internal_reference
+        && data_get($request->data(), 'support_request.summary') === 'Need external support desk handoff.');
+});
+
+it('enforces the five second timeout budget and normalizes connection failures', function (): void {
+    configureSpec256SupportDesk([
+        'timeout_seconds' => 30,
+    ]);
+
+    $supportRequest = spec256SupportRequest();
+
+    Http::fake([
+        'desk.example.test/*' => Http::failedConnection(),
+    ]);
+
+    $service = app(ExternalSupportDeskHandoffService::class);
+    $result = $service->createTicket($supportRequest);
+
+    expect($service->timeoutSeconds())->toBe(5)
+        ->and($result['successful'])->toBeFalse()
+        ->and($result['external_ticket_reference'])->toBeNull()
+        ->and($result['failure_summary'])->toContain('configured timeout');
+});
+
+it('falls back to unavailable when the single configured target is disabled', function (): void {
+    configureSpec256SupportDesk([
+        'enabled' => false,
+    ]);
+
+    Http::fake();
+
+    $service = app(ExternalSupportDeskHandoffService::class);
+    $result = $service->createTicket(spec256SupportRequest());
+
+    expect($service->targetIsConfigured())->toBeFalse()
+        ->and($result['successful'])->toBeFalse()
+        ->and($result['failure_summary'])->toBe('External support desk target is not configured.');
+
+    Http::assertNothingSent();
+});
+
+it('normalizes linked tickets without issuing an outbound create call', function (): void {
+    configureSpec256SupportDesk();
+    Http::fake();
+
+    $result = app(ExternalSupportDeskHandoffService::class)->normalizeLinkedTicket('  PSA-900  ', null);
+
+    expect($result['external_ticket_reference'])->toBe('PSA-900')
+        ->and($result['external_ticket_url'])->toBe('https://desk.example.test/tickets/PSA-900');
+
+    Http::assertNothingSent();
+});
+
+it('rejects invalid linked ticket input before storing external truth', function (): void {
+    configureSpec256SupportDesk();
+
+    expect(fn (): array => app(ExternalSupportDeskHandoffService::class)->normalizeLinkedTicket('not a ticket', 'javascript:alert(1)'))
+        ->toThrow(ValidationException::class);
+});

apps/platform/tests/Unit/Support/SupportRequests/SupportRequestLatestHandoffSummaryTest.php

@@ -0,0 +1,113 @@
+<?php
+
+declare(strict_types=1);
+
+use App\Models\OperationRun;
+use App\Models\SupportRequest;
+use App\Models\Tenant;
+use App\Support\OperationRunOutcome;
+use App\Support\OperationRunStatus;
+use App\Support\OperationRunType;
+use App\Support\SupportRequests\SupportRequestSubmissionService;
+use Illuminate\Foundation\Testing\RefreshDatabase;
+
+uses(RefreshDatabase::class);
+
+it('returns the latest tenant-scoped handoff summary without using run-scoped requests', function (): void {
+    $tenant = Tenant::factory()->create();
+    [$user, $tenant] = createUserWithTenant(tenant: $tenant, role: 'owner');
+
+    SupportRequest::factory()->create([
+        'workspace_id' => (int) $tenant->workspace_id,
+        'tenant_id' => (int) $tenant->getKey(),
+        'primary_context_type' => SupportRequest::PRIMARY_CONTEXT_TENANT,
+        'internal_reference' => 'SR-OLDTENANT0000000000000001',
+        'external_handoff_mode' => SupportRequest::EXTERNAL_HANDOFF_MODE_LINK_EXISTING_TICKET,
+        'external_ticket_reference' => 'PSA-OLD',
+        'created_at' => now()->subMinutes(10),
+    ]);
+
+    $run = OperationRun::factory()->create([
+        'workspace_id' => (int) $tenant->workspace_id,
+        'tenant_id' => (int) $tenant->getKey(),
+        'type' => OperationRunType::BaselineCompare->value,
+        'status' => OperationRunStatus::Completed->value,
+        'outcome' => OperationRunOutcome::Failed->value,
+        'created_at' => now(),
+    ]);
+
+    SupportRequest::factory()
+        ->forOperationRun($run)
+        ->create([
+            'internal_reference' => 'SR-RUN000000000000000000001',
+            'external_handoff_mode' => SupportRequest::EXTERNAL_HANDOFF_MODE_LINK_EXISTING_TICKET,
+            'external_ticket_reference' => 'PSA-RUN',
+            'created_at' => now(),
+        ]);
+
+    SupportRequest::factory()->create([
+        'workspace_id' => (int) $tenant->workspace_id,
+        'tenant_id' => (int) $tenant->getKey(),
+        'primary_context_type' => SupportRequest::PRIMARY_CONTEXT_TENANT,
+        'internal_reference' => 'SR-NEWTENANT0000000000000001',
+        'external_handoff_mode' => SupportRequest::EXTERNAL_HANDOFF_MODE_CREATE_EXTERNAL_TICKET,
+        'external_handoff_failure_summary' => 'External support desk did not respond before the configured timeout.',
+        'created_at' => now()->subMinute(),
+    ]);
+
+    $summary = app(SupportRequestSubmissionService::class)->latestTenantHandoffSummary($tenant, $user);
+
+    expect($summary)->not->toBeNull()
+        ->and($summary['internal_reference'])->toBe('SR-NEWTENANT0000000000000001')
+        ->and($summary['has_failure'])->toBeTrue()
+        ->and($summary['has_external_link'])->toBeFalse()
+        ->and($summary['external_handoff_failure_summary'])->toContain('configured timeout');
+});
+
+it('returns the latest run-scoped handoff summary for the current run only', function (): void {
+    $tenant = Tenant::factory()->create();
+    [$user, $tenant] = createUserWithTenant(tenant: $tenant, role: 'operator');
+
+    $firstRun = OperationRun::factory()->create([
+        'workspace_id' => (int) $tenant->workspace_id,
+        'tenant_id' => (int) $tenant->getKey(),
+        'type' => OperationRunType::BaselineCompare->value,
+        'status' => OperationRunStatus::Completed->value,
+        'outcome' => OperationRunOutcome::Failed->value,
+    ]);
+
+    $secondRun = OperationRun::factory()->create([
+        'workspace_id' => (int) $tenant->workspace_id,
+        'tenant_id' => (int) $tenant->getKey(),
+        'type' => OperationRunType::BaselineCompare->value,
+        'status' => OperationRunStatus::Completed->value,
+        'outcome' => OperationRunOutcome::Failed->value,
+    ]);
+
+    SupportRequest::factory()
+        ->forOperationRun($secondRun)
+        ->create([
+            'internal_reference' => 'SR-OTHERRUN0000000000000001',
+            'external_handoff_mode' => SupportRequest::EXTERNAL_HANDOFF_MODE_LINK_EXISTING_TICKET,
+            'external_ticket_reference' => 'PSA-OTHER',
+            'created_at' => now(),
+        ]);
+
+    SupportRequest::factory()
+        ->forOperationRun($firstRun)
+        ->create([
+            'internal_reference' => 'SR-CURRENTRUN0000000000001',
+            'external_handoff_mode' => SupportRequest::EXTERNAL_HANDOFF_MODE_LINK_EXISTING_TICKET,
+            'external_ticket_reference' => 'PSA-CURRENT',
+            'external_ticket_url' => 'https://desk.example.test/tickets/PSA-CURRENT',
+            'created_at' => now()->subMinute(),
+        ]);
+
+    $summary = app(SupportRequestSubmissionService::class)->latestOperationRunHandoffSummary($firstRun, $user);
+
+    expect($summary)->not->toBeNull()
+        ->and($summary['internal_reference'])->toBe('SR-CURRENTRUN0000000000001')
+        ->and($summary['external_ticket_reference'])->toBe('PSA-CURRENT')
+        ->and($summary['external_ticket_url'])->toBe('https://desk.example.test/tickets/PSA-CURRENT')
+        ->and($summary['has_external_link'])->toBeTrue();
+});

specs/256-external-support-desk-handoff/checklists/requirements.md

@@ -0,0 +1,63 @@
+# Preparation Review Checklist: External Support Desk / PSA Handoff
+
+**Purpose**: Validate the prepared support-handoff package against the repo's guardrail, support-truth, provider-boundary, scoped-visibility, and close-out workflow requirements before implementation  
+**Created**: 2026-04-29  
+**Feature**: [spec.md](../spec.md)
+
+## Applicability And Low-Impact Gate
+
+- [x] CHK001 The package explicitly treats this as an operator-facing extension on two existing support-aware actions, so the low-impact `N/A` path is not used.
+- [x] CHK002 The spec, plan, tasks, and supporting artifacts carry the same bounded slice: existing `SupportRequest` truth stays authoritative, visibility stays on the current tenant or run support contexts only, handoff remains one-way, one configured target is allowed, and the close-out target remains `Guardrail / Exception / Smoke Coverage`.
+
+## Native, Shared-Family, And State Ownership
+
+- [x] CHK003 The primary surfaces remain native Filament actions on `TenantDashboard` and `TenantlessOperationRunViewer` instead of a support-request resource, support queue, helpdesk shell, or standalone external-desk page.
+- [x] CHK004 Shared support families remain shared: the internal `SR-...` support request stays the canonical truth, the latest handoff summary stays attached to the same two support actions, and the package does not invent a parallel support history or ticket-register surface.
+- [x] CHK005 Page, detail, action-form, and persisted state owners are named once: `support_requests` is the only planned persisted truth, while the tenant and run pages own only current-context presentation and submit-time form state.
+- [x] CHK006 The likely next operator action and primary inspect/open model stay coherent: the operator uses the existing `Request support` action, chooses one handoff mode inside that form, and does not branch into a second workflow family.
+
+## Shared Pattern Reuse
+
+- [x] CHK007 Cross-cutting interaction classes are explicit, and the shared reuse path is named once through `SupportRequestSubmissionService`, `SupportRequestContextBuilder`, `SupportRequestReferenceGenerator`, `WorkspaceAuditLogger`, `UiEnforcement`, and the existing support-aware action surfaces.
+- [x] CHK008 The package extends existing shared paths where they are sufficient, and the only allowed deviation is one concrete provider-owned handoff service plus one tiny latest-summary read helper if implementation proves it necessary, not a generic helpdesk registry or page-local HTTP path.
+- [x] CHK009 The package does not create a parallel operator UX language; `Request support`, `Support reference`, `External ticket`, `Create external ticket`, `Link existing ticket`, and `TenantPilot only` versus `TenantPilot + external support desk` stay consistent across tenant, run, notification, and audit wording.
+
+## OperationRun Start UX Contract
+
+- [x] CHK019 The package explicitly states that the run surface uses the current `OperationRun` only as support context and does not create, queue, deduplicate, resume, block, complete, or deep-link to a run workflow as part of the handoff slice.
+- [x] CHK020 Run-specific workflow contracts stay on the existing canonical run page; queued toast/link/browser-event/dedupe behavior is not reintroduced locally for support handoff.
+- [x] CHK021 No queued DB notification or terminal-notification path is added because the slice stays synchronous inside the current support-request submit path.
+- [x] CHK022 No `OperationRun` exception is required in the preparation package; if implementation later adds retries, queueing, or run-orchestration semantics, that must be recorded as out-of-scope drift in the active close-out entry.
+
+## Provider Boundary And Vocabulary
+
+- [x] CHK010 Provider-specific semantics stay behind one concrete provider-owned handoff service and one preconfigured target-resolution seam; the planned persisted truth stays neutral on `SupportRequest` with handoff mode, external reference, external URL, and bounded failure summary only.
+- [x] CHK011 No retained provider-specific shared boundary or second-target abstraction is introduced; multi-provider support, target-management UI, and broader ITSM or helpdesk modeling remain follow-up-spec work only.
+
+## Signals, Exceptions, And Test Depth
+
+- [x] CHK012 The triggered repository signal is explicitly handled as `review-mandatory`: the package adds a new provider seam and new persisted fields, but it does so on the existing support-request truth without hidden queue, resource, or support-framework drift.
+- [x] CHK013 One bounded contract exception is explicit in the preparation package: Spec 256 allows exactly one synchronous finalization write on the same `SupportRequest` row after internal creation, limited to external handoff fields only. Any wider mutability, retry orchestration, or support-history spread must still be documented in the active feature close-out entry instead of becoming silent scope growth.
+- [x] CHK014 The required surface test profile is explicit: `standard-native-filament` for the tenant dashboard action, `monitoring-state-page` for the run action, and focused `Unit` plus `Feature` proof for handoff branching, scoped summary reuse, authorization, and audit behavior.
+- [x] CHK015 The chosen lane mix is the narrowest honest proof for this slice: focused Pest unit plus feature coverage with narrow manual smoke after implementation, and no implicit browser-only, global-search, or new resource coverage obligation is invented.
+
+## Audience-Aware Disclosure And Decision Hierarchy
+
+- [x] CHK023 Default-visible content stays decision-first: current support context, one handoff-mode decision, one latest bounded handoff summary, and one submit action remain primary.
+- [x] CHK024 The package keeps raw/provider-heavy material out of default-visible truth: no raw payloads, credentials, provider response bodies, assignee or SLA fields, retry status, or cross-scope lookup shortcuts are allowed into the support-request row or default UI copy.
+- [x] CHK025 Exactly one dominant next action remains primary: `Submit support request`; external create or link is modeled as a form choice, not as a competing primary action or second workflow entry point.
+- [x] CHK026 Duplicate visible truth is avoided by naming one internal support reference and one latest context-scoped handoff summary instead of introducing a ticket history block, queue summary, or separate support register surface.
+- [x] CHK027 Support or raw detail stays hidden or provider-owned, and latest handoff visibility remains bounded to the same entitled tenant or current run context with the existing `404` versus `403` rules.
+
+## Review Outcome
+
+- [x] CHK016 Review outcome class: `acceptable-special-case`
+- [x] CHK017 Workflow outcome: `keep`
+- [x] CHK018 The final note location is explicit: the active feature PR close-out entry `Guardrail / Exception / Smoke Coverage` should record target-prerequisite status, any bounded implementation exception, and the final proof or smoke outcome.
+
+## Notes
+
+- This checklist validates the preparation package only: `spec.md`, `plan.md`, `tasks.md`, `research.md`, `data-model.md`, `quickstart.md`, and the conceptual contract. It does not claim application code exists.
+- The slice remains bounded to the existing support-request truth and the two existing support-aware actions only. No support-request resource, support queue, helpdesk framework, global-search surface, or `OperationRun` workflow is approved by this package.
+- Preparation note: the package now makes the single-target resolution seam explicit through `apps/platform/config/support_desk.php` and keeps workspace settings UI, per-workspace target management, second-target support, and retry or relink orchestration as later follow-up scope.
+- Preparation note: Spec 256 explicitly narrows Spec 246 immutability for one synchronous handoff-finalization write only; no broader edit, reopen, merge, or lifecycle workflow is approved by this package.

specs/256-external-support-desk-handoff/contracts/external-support-desk-handoff.logical.openapi.yaml

@@ -0,0 +1,216 @@
+openapi: 3.0.3
+info:
+  title: TenantPilot Admin — External Support Desk Handoff (Conceptual)
+  version: 0.1.0
+  description: |
+    Conceptual contract for the first external support desk handoff slice.
+
+    NOTE: These flows are implemented as Filament (Livewire) actions on
+    existing pages. This file captures the expected action payload, outcome
+    semantics, and authorization boundaries rather than a public REST API.
+servers:
+  - url: /admin
+paths:
+  /t/{tenant}/support-requests/actions/submit:
+    post:
+      summary: Submit a tenant-context support request with optional external handoff
+      description: |
+        Existing tenant dashboard support action, extended with one-way external
+        handoff behavior.
+
+        Authorization:
+        - Workspace non-member or non-entitled tenant actor: 404
+        - Entitled tenant member without `support_requests.create`: 403
+        - Authorized actor: 200 with one support-request submission result
+
+        Behavior:
+        - Always creates the internal `SR-...` support request first
+        - `internal_only` performs no outbound handoff
+        - `link_existing_ticket` stores the provided external reference and must not call external create
+        - `create_external_ticket` uses one application-configured external target only
+        - `create_external_ticket` applies a maximum 5 second outbound timeout budget
+        - External create failure keeps the internal support request and returns an explicit failed-handoff outcome
+        - No queue, `OperationRun`, retry scheduler, or bidirectional sync is introduced
+      parameters:
+        - name: tenant
+          in: path
+          required: true
+          schema:
+            type: string
+          description: Filament tenancy slug (`tenants.external_id`)
+      requestBody:
+        required: true
+        content:
+          application/json:
+            schema:
+              $ref: '#/components/schemas/SupportRequestHandoffSubmission'
+      responses:
+        '200':
+          description: Support request accepted with internal-only, linked, created, or failed-handoff outcome
+          content:
+            application/json:
+              schema:
+                $ref: '#/components/schemas/SupportRequestHandoffResult'
+        '403':
+          description: Forbidden (entitled tenant member lacks support-request capability)
+        '404':
+          description: Not found (wrong workspace, non-member, or missing tenant entitlement)
+  /operations/{run}/support-requests/actions/submit:
+    post:
+      summary: Submit a run-context support request with optional external handoff
+      description: |
+        Existing canonical run detail support action, extended with one-way
+        external handoff behavior.
+
+        Authorization:
+        - Inaccessible run or run outside entitled tenant scope: 404
+        - Entitled member without `support_requests.create`: 403
+        - Authorized actor: 200 with one support-request submission result
+
+        Behavior:
+        - The run must resolve to an entitled tenant before any support truth is revealed
+        - Uses the same payload contract and outcome semantics as the tenant-context action
+        - Does not create, resume, or update an `OperationRun`
+      parameters:
+        - name: run
+          in: path
+          required: true
+          schema:
+            type: integer
+          description: Internal `operation_runs.id`
+      requestBody:
+        required: true
+        content:
+          application/json:
+            schema:
+              $ref: '#/components/schemas/SupportRequestHandoffSubmission'
+      responses:
+        '200':
+          description: Support request accepted with internal-only, linked, created, or failed-handoff outcome
+          content:
+            application/json:
+              schema:
+                $ref: '#/components/schemas/SupportRequestHandoffResult'
+        '403':
+          description: Forbidden (entitled member lacks support-request capability)
+        '404':
+          description: Not found (run inaccessible under workspace or tenant scope)
+components:
+  schemas:
+    SupportRequestHandoffSubmission:
+      type: object
+      required:
+        - severity
+        - summary
+        - handoff_mode
+      properties:
+        severity:
+          type: string
+          enum: [low, normal, high, blocking]
+        summary:
+          type: string
+        reproduction_notes:
+          type: string
+          nullable: true
+        contact_name:
+          type: string
+          nullable: true
+        contact_email:
+          type: string
+          format: email
+          nullable: true
+        handoff_mode:
+          type: string
+          enum: [internal_only, create_external_ticket, link_existing_ticket]
+        external_ticket_reference:
+          type: string
+          nullable: true
+          description: Required when `handoff_mode = link_existing_ticket`
+        external_ticket_url:
+          type: string
+          format: uri
+          nullable: true
+        target_available:
+          type: boolean
+          nullable: true
+          description: Derived UI hint only; the server remains authoritative
+    SupportRequestHandoffResult:
+      type: object
+      required:
+        - support_request_id
+        - internal_reference
+        - primary_context_type
+        - handoff_mode
+        - handoff_outcome
+        - latest_summary
+      properties:
+        support_request_id:
+          type: integer
+        internal_reference:
+          type: string
+        primary_context_type:
+          type: string
+          enum: [tenant, operation_run]
+        primary_context_id:
+          type: integer
+          nullable: true
+        handoff_mode:
+          type: string
+          enum: [internal_only, create_external_ticket, link_existing_ticket]
+        handoff_outcome:
+          type: string
+          enum:
+            - internal_only
+            - external_ticket_created
+            - external_ticket_linked
+            - external_handoff_failed
+        external_ticket_reference:
+          type: string
+          nullable: true
+        external_ticket_url:
+          type: string
+          format: uri
+          nullable: true
+        failure_summary:
+          type: string
+          nullable: true
+        latest_summary:
+          $ref: '#/components/schemas/LatestSupportRequestHandoffSummary'
+    LatestSupportRequestHandoffSummary:
+      type: object
+      required:
+        - internal_reference
+        - primary_context_type
+        - submitted_at
+        - handoff_mode
+        - has_external_link
+        - has_failure
+      properties:
+        internal_reference:
+          type: string
+        primary_context_type:
+          type: string
+          enum: [tenant, operation_run]
+        primary_context_id:
+          type: integer
+          nullable: true
+        submitted_at:
+          type: string
+          format: date-time
+        handoff_mode:
+          type: string
+          enum: [internal_only, create_external_ticket, link_existing_ticket]
+        external_ticket_reference:
+          type: string
+          nullable: true
+        external_ticket_url:
+          type: string
+          format: uri
+          nullable: true
+        external_handoff_failure_summary:
+          type: string
+          nullable: true
+        has_external_link:
+          type: boolean
+        has_failure:
+          type: boolean

specs/256-external-support-desk-handoff/data-model.md

@@ -0,0 +1,161 @@
+# Data Model — External Support Desk / PSA Handoff
+
+**Spec**: [spec.md](spec.md)
+
+Spec 256 extends the existing support-request truth. No new support-ticket table, resource, or queue artifact is introduced.
+
+## Existing Canonical Entity Extended
+
+### SupportRequest (`support_requests`)
+
+**Purpose**: Canonical tenant-owned support-request truth. Spec 256 extends it so the same row can carry one-way external handoff continuity.
+
+**Existing key fields (already in repo)**:
+- `id`
+- `workspace_id`
+- `tenant_id`
+- `operation_run_id`
+- `initiated_by_user_id`
+- `internal_reference`
+- `primary_context_type`
+- `attachment_mode`
+- `severity`
+- `summary`
+- `reproduction_notes`
+- `contact_name`
+- `contact_email`
+- `context_envelope`
+- `created_at`
+- `updated_at`
+
+**New fields (planned)**:
+- `external_handoff_mode`
+  - type: string
+  - required: yes
+  - default: `internal_only`
+  - allowed values:
+    - `internal_only`
+    - `create_external_ticket`
+    - `link_existing_ticket`
+- `external_ticket_reference`
+  - type: nullable string
+  - stored when an external ticket was created or linked successfully
+- `external_ticket_url`
+  - type: nullable text
+  - stored only when the target returns or the operator provides a valid URL
+- `external_handoff_failure_summary`
+  - type: nullable text
+  - bounded human-readable failure summary for the current request only
+
+**Relationships (unchanged)**:
+- belongs to `Workspace`
+- belongs to `Tenant`
+- optionally belongs to `OperationRun`
+- optionally belongs to initiator `User`
+
+**Behavioral rules**:
+- `internal_reference` remains the canonical TenantPilot support identifier even when an external ticket exists.
+- `external_handoff_mode` records the operator’s chosen path and replaces the need for a second persisted status family.
+- Spec 256 explicitly narrows Spec 246 immutability in one bounded way: after the internal request is created, the same row may receive exactly one synchronous finalization write limited to `external_handoff_mode`, `external_ticket_reference`, `external_ticket_url`, and `external_handoff_failure_summary`. No later edit, reopen, merge, or status workflow is introduced.
+- `external_ticket_reference` and `external_ticket_url` remain null for `internal_only` and for failed create attempts.
+- `external_handoff_failure_summary` remains null on successful create, successful link, and internal-only submissions.
+- On a failed external create, the row persists with:
+  - `external_handoff_mode = create_external_ticket`
+  - `external_ticket_reference = null`
+  - `external_ticket_url = null`
+  - `external_handoff_failure_summary` populated
+- When the failed external create was caused by timeout, `external_handoff_failure_summary` stores the same bounded timeout-oriented message that the UI and audit path use. Raw transport detail is never persisted.
+
+**Latest-summary query rules**:
+- Tenant dashboard summary queries the latest support request for the current entitled tenant where `primary_context_type = tenant`.
+- Operation-run summary queries the latest support request for the current run where `primary_context_type = operation_run` and `operation_run_id` matches the viewed run.
+- Existing indexes on `(tenant_id, created_at)` and `(operation_run_id, created_at)` are sufficient. No new lookup path by external reference is planned.
+
+**Validation rules**:
+- `external_handoff_mode` must be one of the three allowed values.
+- `external_ticket_reference` is required when `external_handoff_mode = link_existing_ticket`.
+- `external_ticket_url` is optional but must be a valid URL when present.
+- When no external target is configured for the application, the form must force or constrain the effective mode to `internal_only`.
+
+## Application-Configured External Target (Config Contract In Scope, Not New Persisted Truth)
+
+### External Support Desk Target
+
+**Purpose**: Supplies the one configured outbound target for create or link normalization.
+
+**Status in Spec 256**:
+- minimal application config contract in scope
+- not a new persisted entity in this slice
+- not a workspace settings domain or UI surface in this slice
+
+**Repo-grounded note**:
+- The repo has no existing `support` settings domain, so Spec 256 makes the target seam explicit through one application config file: `apps/platform/config/support_desk.php` with environment-backed values for the single supported target.
+- This config contract may define availability, create endpoint settings, reference-link normalization defaults, and the five-second outbound timeout budget.
+- Per-workspace target selection, settings UI, or a second target remain follow-up scope.
+
+## Derived Runtime Entities
+
+### SupportRequestHandoffOutcome (computed, not persisted)
+
+**Purpose**: Gives the Filament page actions one normalized outcome for notification copy and tests after submission completes.
+
+**Expected shape**:
+- `support_request_id`
+- `internal_reference`
+- `primary_context_type`
+- `handoff_mode`
+- `handoff_outcome`
+  - `internal_only`
+  - `external_ticket_created`
+  - `external_ticket_linked`
+  - `external_handoff_failed`
+- `external_ticket_reference`
+- `external_ticket_url`
+- `failure_summary`
+
+**Why derived only**:
+- The outcome is an execution summary for one request cycle.
+- Persisting it separately would duplicate the support-request truth and audit log.
+- The bounded synchronous finalization write on `SupportRequest` remains the only allowed post-create mutation for this slice.
+
+### LatestSupportRequestHandoffSummary (computed, not persisted)
+
+**Purpose**: Supplies the existing tenant and run support actions with one scoped summary of the latest linkage for the current primary context.
+
+**Expected shape**:
+- `internal_reference`
+- `primary_context_type`
+- `primary_context_id`
+- `submitted_at`
+- `external_handoff_mode`
+- `external_ticket_reference`
+- `external_ticket_url`
+- `external_handoff_failure_summary`
+- `has_external_link`
+- `has_failure`
+
+**Why derived only**:
+- It is a read model over the latest `support_requests` row for one context.
+- A separate table or persisted summary would violate `PERSIST-001` without solving a distinct lifecycle problem.
+
+## Audit Events (Persistent Audit Truth, Not Product Truth)
+
+The implementation should add these stable audit actions in addition to the existing `support_request.created` event:
+
+- `support_request.external_ticket_created`
+- `support_request.external_ticket_linked`
+- `support_request.external_handoff_failed`
+
+**Audit context should include**:
+- `workspace_id`
+- `tenant_id`
+- `internal_reference`
+- `primary_context_type`
+- `primary_context_id`
+- `external_handoff_mode`
+- `external_ticket_reference` when present
+
+**Audit context should not include**:
+- raw provider request payloads
+- secrets or credentials
+- unrestricted provider response bodies

specs/256-external-support-desk-handoff/plan.md

@@ -0,0 +1,319 @@
+# Implementation Plan: External Support Desk / PSA Handoff
+
+**Branch**: `256-external-support-desk-handoff` | **Date**: 2026-04-29 | **Spec**: `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/spec.md`
+**Input**: Feature specification from `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/spec.md`
+
+## Summary
+
+- Extend the existing support-request submission flow so the two current support-aware surfaces can keep a request internal-only, create one external desk ticket, or link one existing external ticket without adding a new support product surface.
+- Persist only the minimal neutral linkage truth on the existing `support_requests` row: `external_handoff_mode`, `external_ticket_reference`, `external_ticket_url`, and `external_handoff_failure_summary`.
+- Keep the flow synchronous and auditable inside the existing support-request path: create the internal `SR-...` request first, allow exactly one bounded synchronous finalization write for external create, link, or failure fields on the same row, enforce a five-second outbound timeout on the create path, and surface the latest linkage summary only in the current tenant or run support context.
+
+## Technical Context
+
+**Language/Version**: PHP 8.4 on Laravel 12  
+**Primary Dependencies**: Filament v5, Livewire v4, Pest v4, existing `SupportRequestSubmissionService`, `SupportRequestContextBuilder`, `SupportRequestReferenceGenerator`, `WorkspaceAuditLogger`, `UiEnforcement`, and `CapabilityResolver`  
+**Storage**: PostgreSQL; extend the tenant-owned `support_requests` table, keep `workspace_id` and `tenant_id` required, and do not add a second support-ticket table  
+**Testing**: Pest unit + feature tests  
+**Validation Lanes**: fast-feedback, confidence  
+**Target Platform**: Sail-backed Laravel admin panel under `/admin` and `/admin/t/{tenant}`  
+**Project Type**: web  
+**Performance Goals**: keep the submit path synchronous, apply a maximum five-second outbound timeout on the create path, and avoid queue or `OperationRun` overhead  
+**Constraints**: one application-configured external target only, no new support-request resource/list/detail page, no global-search surface, no bidirectional sync, no retry scheduler, no raw provider payload persistence, no provider registration changes, and no runtime asset changes  
+**Scale/Scope**: one additive migration on `support_requests`, one concrete provider-owned handoff service, one small derived latest-summary helper or equivalent shared read path, two Filament action-form extensions, audit additions, and focused unit plus feature coverage only
+
+## Key Design Decisions
+
+### Persistence and source of truth
+
+- `support_requests` is the only persisted truth for this slice. No `support_tickets` table, no queue artifact, and no new support page model is justified.
+- The plan adds these columns to `support_requests`:
+  - `external_handoff_mode` as a non-null string with default `internal_only`
+  - `external_ticket_reference` as a nullable string
+  - `external_ticket_url` as a nullable text field
+  - `external_handoff_failure_summary` as a nullable text field
+- The plan does not add `external_handoff_status`, `external_target_type`, `external_target_id`, raw payload JSON, or a dedicated failure timestamp. Those are not needed for the current operator contract because:
+  - the handoff mode already captures operator intent
+  - success is derivable from `external_ticket_reference`
+  - failure visibility only needs a bounded summary on revisit
+  - audit timestamps already provide exact event timing
+- Spec 256 explicitly narrows Spec 246 immutability in one bounded way: after the internal request row exists, the same row may receive exactly one synchronous finalization write limited to the external handoff fields above. After that finalization step, the row is immutable again.
+- Existing `support_requests` indexes on `(tenant_id, created_at)` and `(operation_run_id, created_at)` are sufficient for latest-summary lookups. No external-reference index is planned because cross-scope lookup by external ticket reference is explicitly out of scope.
+
+### Failure truth and auditable outcomes
+
+- External create failure is not audit-only. A bounded failure summary must be persisted back on the same `support_requests` row so the current support context can show the last failure on revisit.
+- Timeout is treated as the same failure family as any other create failure. The provider-owned service must enforce the five-second outbound timeout budget and return a normalized bounded failure summary rather than raw transport details.
+- Detailed provider-specific error payloads remain out of persisted product truth. They stay confined to the provider-owned handoff service, log redaction rules, and audit metadata where appropriate.
+- The internal support request remains durable even when external create fails. The implementation must therefore split the flow into:
+  1. authorize and validate the existing request
+  2. persist the internal support request and `support_request.created` audit event
+  3. perform link or create handoff work after the internal row exists
+  4. perform the one allowed synchronous finalization write back to the same row and emit the corresponding audit event
+
+### Visible linkage stays inside existing support contexts only
+
+- External ticket references do not become a new dashboard card, run section, support history block, global search result, or Filament resource.
+- The narrowest correct visibility path is:
+  - success or partial-success notification immediately after submit
+  - a latest-handoff summary placeholder inside the existing `Request support` slide-over on `TenantDashboard`
+  - the same latest-handoff summary placeholder inside the grouped `Request support` slide-over on `TenantlessOperationRunViewer`
+- Tenant context summary scopes to the latest support request where `primary_context_type = tenant` for the current entitled tenant.
+- Run context summary scopes to the latest support request where `primary_context_type = operation_run` and `operation_run_id` matches the currently opened run.
+
+### Minimal application config contract is in scope; support settings UI is not
+
+- The repo has no existing `support` settings domain, so leaving target resolution as an external prerequisite would create hidden implementation drift.
+- This plan therefore brings one minimal application config contract into scope: `apps/platform/config/support_desk.php` backed by environment values for the single supported target.
+- The implementation may resolve availability, create endpoint configuration, and timeout settings from that config file only.
+- This spec still forbids workspace settings UI, a new settings domain, per-workspace target management, provider-connection product work, or multi-target support.
+
+### Timeout and latency rule
+
+- The one application-configured create path must use a maximum five-second outbound timeout.
+- A timeout is normalized into the same bounded failure-summary and audit path as any other external create failure.
+- The timeout budget is part of the feature contract and must be covered by the handoff-service unit tests.
+
+## UI / Surface Guardrail Plan
+
+- **Guardrail scope**: changed surfaces
+- **Native vs custom classification summary**: native Filament actions plus shared support primitives
+- **Shared-family relevance**: header actions, grouped detail actions, support-request slide-overs, success or warning notifications, latest-handoff summaries, and external-link navigation
+- **State layers in scope**: page, detail, action form
+- **Audience modes in scope**: operator-MSP, support-platform
+- **Decision/diagnostic/raw hierarchy plan**: decision-first support form, diagnostics-second through the existing neighboring diagnostics action, provider/raw evidence third and hidden
+- **Raw/support gating plan**: provider-specific payloads, secrets, and raw responses stay provider-owned and hidden; only bounded human-readable linkage or failure summary becomes default-visible
+- **One-primary-action / duplicate-truth control**: the dominant action remains `Submit support request`; handoff choice is a form field, not a second primary action, and the visible summary names one internal support reference so the surface does not become a history register
+- **Handling modes by drift class or surface**: review-mandatory
+- **Repository-signal treatment**: review-mandatory
+- **Special surface test profiles**: standard-native-filament, monitoring-state-page
+- **Required tests or manual smoke**: functional-core, state-contract, manual smoke after implementation
+- **Exception path and spread control**: the tenant dashboard keeps its existing bounded action-surface exception; the run viewer keeps both support actions grouped under `More` and does not add a new top-level support action family
+- **Active feature PR close-out entry**: Guardrail / Exception / Smoke Coverage
+
+## Shared Pattern & System Fit
+
+- **Cross-cutting feature marker**: yes
+- **Systems touched**:
+  - `apps/platform/app/Filament/Pages/TenantDashboard.php`
+  - `apps/platform/app/Filament/Pages/Operations/TenantlessOperationRunViewer.php`
+  - `apps/platform/app/Models/SupportRequest.php`
+  - `apps/platform/app/Support/SupportRequests/SupportRequestSubmissionService.php`
+  - `apps/platform/app/Support/SupportRequests/SupportRequestContextBuilder.php`
+  - `apps/platform/app/Support/SupportRequests/SupportRequestReferenceGenerator.php`
+  - `apps/platform/app/Services/Audit/WorkspaceAuditLogger.php`
+  - `apps/platform/app/Support/Audit/AuditActionId.php`
+  - `apps/platform/database/factories/SupportRequestFactory.php`
+  - `apps/platform/config/support_desk.php`
+  - `apps/platform/lang/en/localization.php`
+  - `apps/platform/lang/de/localization.php`
+- **Shared abstractions reused**: existing support-request submission path, existing redacted context builder, existing internal reference generator, existing audit logger, and existing `UiEnforcement` capability gating
+- **New abstraction introduced? why?**: one concrete provider-owned external handoff service is justified because both existing surfaces must call or normalize one real external target without page-local HTTP logic; one tiny shared latest-summary read helper is allowed if needed to avoid duplicating the same context-scoped query and copy twice
+- **Why the existing abstraction was sufficient or insufficient**: the existing abstractions already solve context capture, internal request creation, and audit logging, but they stop at internal persistence and cannot yet persist external linkage or explicit handoff failure truth
+- **Bounded deviation / spread control**: no interface registry, no adapter catalog, no support-desk framework, no second persistence model, and no new support history vocabulary
+
+## OperationRun UX Impact
+
+- **Touches OperationRun start/completion/link UX?**: no
+- **Central contract reused**: N/A
+- **Delegated UX behaviors**: N/A
+- **Surface-owned behavior kept local**: the run viewer uses the current run only as support context and as the scoping key for its latest-handoff summary; it does not create, resume, or link an `OperationRun`
+- **Queued DB-notification policy**: N/A
+- **Terminal notification path**: N/A
+- **Exception path**: none
+
+## Provider Boundary & Portability Fit
+
+- **Shared provider/platform boundary touched?**: yes
+- **Provider-owned seams**: outbound create payload, authentication, target-specific reference normalization, URL normalization, and remote error parsing
+- **Platform-core seams**: `SupportRequest`, internal support reference, external ticket reference and URL, handoff mode, latest-handoff summary, and bounded failure summary
+- **Neutral platform terms / contracts preserved**: `Request support`, `Support reference`, `External ticket`, `Create external ticket`, `Link existing ticket`, and `TenantPilot only` versus `TenantPilot + external support desk`
+- **Retained provider-specific semantics and why**: provider-specific ticket identifiers, auth requirements, and request payload shape remain inside one concrete provider-owned service because the current release has exactly one real external target
+- **Bounded extraction or follow-up path**: multi-provider support, target-management UI, and broader ITSM modeling remain follow-up-spec work only
+
+## Constitution Check
+
+*GATE: Passed against repo truth before artifact write. Re-checked after Phase 1 design artifacts were drafted.*
+
+- Inventory-first / snapshots-second: PASS. The slice does not alter inventory or snapshot truth.
+- Read/write separation: PASS. The mutation remains an explicit operator submit action with auditable outcomes and planned tests.
+- Graph contract path: PASS. No Microsoft Graph calls are introduced.
+- Deterministic capabilities: PASS. Capability checks stay on `Capabilities::SUPPORT_REQUESTS_CREATE`; no raw capability strings or role-string checks are planned.
+- RBAC-UX / workspace isolation / tenant isolation: PASS. Non-members or actors outside workspace or tenant scope remain `404`; in-scope members missing the capability remain `403`; latest-handoff visibility uses the same boundary as submit.
+- Global search safety: PASS. No new Filament resource or globally searchable surface is introduced.
+- Run observability / Ops UX: PASS. The slice is intentionally synchronous and does not add queue work or `OperationRun` usage.
+- Proportionality / `PROP-001`, `ABSTR-001`, `PERSIST-001`, `STATE-001`, `BLOAT-001`: PASS. The only new persisted truth is four bounded columns on an existing canonical row, one small handoff mode family, and one concrete provider-owned service for one real target.
+- Shared pattern reuse / `XCUT-001`: PASS. The plan extends the existing support-request service and existing support-aware action surfaces instead of creating page-local handoff logic.
+- Provider boundary / `PROV-001`: PASS. Provider semantics stay confined to the concrete handoff service; platform truth remains neutral.
+- Filament-native UI / `UI-FIL-001`: PASS. The flow stays inside native Filament action forms and notifications.
+- Livewire v4 / Filament v5 compliance: PASS. The plan stays on the current Filament v5 and Livewire v4 stack.
+- Provider registration location: PASS. No provider registration changes are needed; Laravel 11+ provider registration remains in `bootstrap/providers.php`.
+- Destructive action confirmation: PASS. No destructive action is added, so no new `->requiresConfirmation()` path is introduced.
+- Asset strategy: PASS. No new panel or shared assets are required; deployment behavior for `cd apps/platform && php artisan filament:assets` remains unchanged.
+- Test governance / `TEST-GOV-001`: PASS. Proof remains in focused unit plus feature lanes, with manual smoke only as implementation close-out.
+
+## Test Governance Check
+
+- **Test purpose / classification by changed surface**: Unit for handoff branching, target-unavailable fallback, provider normalization, and latest-summary derivation; Feature for tenant and run action behavior, authorization boundaries, persisted linkage truth, partial-success feedback, and audit events
+- **Affected validation lanes**: fast-feedback, confidence
+- **Why this lane mix is the narrowest sufficient proof**: the feature is server-driven and synchronous; business truth lives in the submission service, persistence, and authorization boundaries, so browser automation would mostly duplicate what Pest can already prove through Livewire and domain tests
+- **Narrowest proving command(s)**:
+  - `export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail artisan test --compact tests/Unit/Support/SupportRequests/ExternalSupportDeskHandoffServiceTest.php tests/Unit/Support/SupportRequests/SupportRequestLatestHandoffSummaryTest.php`
+  - `export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail artisan test --compact tests/Feature/SupportRequests/TenantSupportRequestExternalHandoffTest.php tests/Feature/SupportRequests/OperationRunSupportRequestExternalHandoffTest.php tests/Feature/SupportRequests/SupportRequestExternalHandoffAuthorizationTest.php tests/Feature/SupportRequests/SupportRequestExternalHandoffAuditTest.php`
+- **Fixture / helper / factory / seed / context cost risks**: reuse existing workspace, tenant, operation run, user membership, and support-request fixtures; add only a small fake for the one external target and a narrow latest-summary assertion helper if needed
+- **Expensive defaults or shared helper growth introduced?**: no
+- **Heavy-family additions, promotions, or visibility changes**: none
+- **Surface-class relief / special coverage rule**: standard-native-filament relief applies on the tenant dashboard action; the run viewer remains under its monitoring-state-page contract and needs the same tenant-entitlement checks as the current support action
+- **Closing validation and reviewer handoff**: re-run the exact unit and feature commands above, then manually smoke create, link, and failure handling from both existing surfaces; reviewers should explicitly verify that no support-request resource, queue, settings UI, or global-search behavior was added
+- **Budget / baseline / trend follow-up**: none expected beyond ordinary feature-local upkeep
+- **Review-stop questions**: did implementation add a new support table, a support-request resource, a support settings UI, a multi-provider registry, or queue or `OperationRun` behavior that the spec forbids?
+- **Escalation path**: reject-or-split if target-configuration management, multi-provider support, or retry orchestration appears during implementation
+- **Active feature PR close-out entry**: Guardrail / Exception / Smoke Coverage
+- **Why no dedicated follow-up spec is needed**: the delivery cost stays local to the existing support-request path; broader configuration or multi-provider expansion is separate work, not latent scope inside this slice
+
+## Implementation Close-Out — Guardrail / Exception / Smoke Coverage
+
+- **Guardrail outcome**: PASS. The implementation extends only the existing tenant-dashboard and operation-run `Request support` actions, keeps the run support action grouped under `More`, and does not add a support-request resource, support queue, global-search surface, target-management UI, provider registry, or new `OperationRun` behavior.
+- **Finalization exception outcome**: PASS. The only post-create mutation on `support_requests` is the Spec 256 bounded finalization write to `external_handoff_mode`, `external_ticket_reference`, `external_ticket_url`, and `external_handoff_failure_summary`; invalid linked-ticket input is rejected before the internal support request is created.
+- **Smoke coverage outcome**: PASS. A temporary Pest Browser smoke harness loaded the tenant dashboard and run detail, submitted tenant `create_external_ticket`, submitted run `link_existing_ticket`, forced run create failure, reopened the run support action to verify the latest failure summary, and asserted no browser console or JavaScript errors. The temporary browser test was removed after execution so the permanent coverage remains the planned unit plus feature lanes.
+- **Follow-up decision**: No in-scope follow-up spec is required. Target-management UI, retry/relink workflows, and multi-provider support remain explicit future-spec candidates only if product pressure proves them necessary.
+
+## Project Structure
+
+### Documentation (this feature)
+
+```text
+specs/256-external-support-desk-handoff/
+├── checklists/
+│   └── requirements.md
+├── plan.md
+├── research.md
+├── data-model.md
+├── quickstart.md
+├── contracts/
+│   └── external-support-desk-handoff.logical.openapi.yaml
+└── tasks.md
+```
+
+### Source Code (repository root)
+
+```text
+apps/platform/
+├── app/
+│   ├── Filament/
+│   │   └── Pages/
+│   │       ├── Operations/
+│   │       │   └── TenantlessOperationRunViewer.php
+│   │       └── TenantDashboard.php
+│   ├── Models/
+│   │   └── SupportRequest.php
+│   ├── Services/
+│   │   └── Audit/
+│   │       └── WorkspaceAuditLogger.php
+│   └── Support/
+│       ├── Audit/
+│       │   └── AuditActionId.php
+│       └── SupportRequests/
+│           ├── SupportRequestContextBuilder.php
+│           ├── SupportRequestReferenceGenerator.php
+│           ├── SupportRequestSubmissionService.php
+│           └── ExternalSupportDeskHandoffService.php
+├── config/
+│   └── support_desk.php
+├── database/
+│   ├── factories/
+│   │   └── SupportRequestFactory.php
+│   └── migrations/
+│       └── *_add_external_handoff_fields_to_support_requests_table.php
+├── lang/
+│   ├── de/
+│   │   └── localization.php
+│   └── en/
+│       └── localization.php
+└── tests/
+    ├── Feature/SupportRequests/
+    │   ├── OperationRunSupportRequestExternalHandoffTest.php
+    │   ├── SupportRequestExternalHandoffAuditTest.php
+    │   ├── SupportRequestExternalHandoffAuthorizationTest.php
+    │   └── TenantSupportRequestExternalHandoffTest.php
+    └── Unit/Support/SupportRequests/
+        ├── ExternalSupportDeskHandoffServiceTest.php
+        └── SupportRequestLatestHandoffSummaryTest.php
+```
+
+**Structure Decision**: Single Laravel application. The slice extends the existing support-request domain and two existing Filament pages only. One minimal application config contract in `config/support_desk.php` is in scope so target resolution is explicit, while workspace settings UI and a support settings domain remain out of scope. The constitution-mandated checklist in `checklists/requirements.md` stays part of the implementation handoff set.
+
+## Complexity Tracking
+
+| Violation / review item | Why Needed | Simpler Alternative Rejected Because |
+|-----------|------------|-------------------------------------|
+| Extend `support_requests` with four external-handoff columns | The operator must be able to revisit the current support context and still see the same external linkage or failure truth on the canonical support request | A separate `support_tickets` table would create a second lifecycle and a new surface the current slice does not need |
+| Add one concrete provider-owned handoff service | One real external target must be called or normalized from both existing support-aware surfaces without page-local HTTP logic | A generic interface, registry, or multi-provider adapter catalog would be premature because the repo has exactly one current-release target case |
+
+## Proportionality Review
+
+- **Current operator problem**: the product can already create an internal support request with redacted context, but operators still have to create or paste an external desk ticket manually outside TenantPilot and then remember that linkage separately
+- **Existing structure is insufficient because**: the current service ends at internal persistence and cannot carry durable external linkage or explicit failure truth back into the current support context
+- **Narrowest correct implementation**: extend the existing `SupportRequest` row with minimal neutral linkage fields, route create or link decisions through the existing submission service, and render the latest linkage only inside the same two support-aware actions
+- **Ownership cost created**: one additive migration, one concrete provider-owned service, a few audit IDs and audit-logger methods, modest action-form growth on two pages, and focused tests
+- **Alternative intentionally rejected**: a new support-ticket model, support-request resource or detail page, target-management UI, provider registry, background retry path, or `OperationRun` delivery orchestration were all rejected as broader than current-release truth
+- **Release truth**: current-release support follow-through and commercialization gap, not future ITSM platform preparation
+
+## Implementation Outline
+
+### 1. Support request persistence extension
+
+- Add the four external-handoff columns to `support_requests`.
+- Default `external_handoff_mode` to `internal_only` so existing rows remain truthful without compatibility shims.
+- Keep the internal `SR-...` reference canonical for every request.
+
+### 2. Submission service orchestration
+
+- Continue to authorize and validate through the current `SupportRequestSubmissionService` path.
+- Persist the internal support request first and keep `WorkspaceAuditLogger::logSupportRequestCreated(...)` unchanged for that stage.
+- Branch by handoff mode after the internal row exists:
+  - `internal_only`: return immediately with no external fields populated
+  - `link_existing_ticket`: validate and normalize the provided reference or URL locally, persist linkage, and audit `linked`
+  - `create_external_ticket`: call one concrete provider-owned handoff service outside the initial DB transaction with the five-second timeout budget, then perform the one allowed synchronous finalization write back to the same row and audit the outcome
+
+### 3. Latest-summary derivation
+
+- Add one shared read path for the latest handoff summary per primary context.
+- Tenant summary queries the latest `support_requests` row for the current tenant where `primary_context_type = tenant`.
+- Run summary queries the latest `support_requests` row for the current run where `primary_context_type = operation_run` and `operation_run_id` matches the viewed run.
+- The visible summary always includes the internal support reference it belongs to.
+
+### 4. Filament surface extension
+
+- Extend the existing `Request support` action on both pages with:
+  - mutation-scope guidance (`TenantPilot only` versus `TenantPilot + external support desk`)
+  - handoff mode choice
+  - conditional external reference and URL inputs for `link_existing_ticket`
+  - a read-only latest-handoff summary placeholder scoped to the current context
+- Keep `Open support diagnostics` unchanged as the diagnostics-secondary affordance.
+- Success notifications include the internal reference and, when present, the external reference.
+- External create failure uses explicit partial-success or warning feedback: internal request created, external handoff failed.
+
+### 5. Audit and copy consistency
+
+- Add stable audit action IDs for:
+  - external ticket created
+  - external ticket linked
+  - external handoff failed
+- Keep audit context bounded to workspace, tenant, internal support reference, primary context, handoff mode, and external ticket reference when present.
+- Preserve neutral UI copy and do not surface provider product names as the primary operator vocabulary.
+
+## Implementation Phases
+
+1. **Foundation**: add the migration shape, model casts and constants, audit IDs, the concrete handoff service contract for one target, and the minimal `config/support_desk.php` contract.
+2. **Submission flow**: refactor `SupportRequestSubmissionService` so internal creation commits first, then link or create outcome persists back to the same row.
+3. **Surface wiring**: extend the tenant dashboard and run viewer forms with handoff mode, latest-summary placeholder, and outcome-sensitive notification copy.
+4. **Hardening**: add latest-summary derivation, target-unavailable fallback to `internal_only`, authorization proof, and audit proof.
+
+## Guardrail Close-Out Expectations
+
+- Livewire v4 compatibility remains unchanged because the flow stays inside existing Filament v5 page actions.
+- Laravel 12 provider registration facts remain unchanged: panel providers stay in `bootstrap/providers.php`.
+- No globally searchable resource is added, so there is no new global-search contract to satisfy.
+- No destructive action is introduced, so there is no new confirmation flow requirement.
+- No new assets are required; `cd apps/platform && php artisan filament:assets` stays part of the general deployment path but does not change for this feature.

specs/256-external-support-desk-handoff/quickstart.md

@@ -0,0 +1,48 @@
+# Quickstart — External Support Desk / PSA Handoff
+
+## Prereqs
+
+- Docker is running.
+- Laravel Sail dependencies are installed.
+- The support-request foundation from Spec 246 is already present in the workspace.
+- One application-configured external support desk target is available through `apps/platform/config/support_desk.php`, or a fake target is available for implementation tests.
+
+## Run locally after implementation
+
+- Start containers:
+  - `export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail up -d`
+- Run targeted unit proof:
+  - `export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail artisan test --compact tests/Unit/Support/SupportRequests/ExternalSupportDeskHandoffServiceTest.php tests/Unit/Support/SupportRequests/SupportRequestLatestHandoffSummaryTest.php`
+- Run targeted feature proof:
+  - `export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail artisan test --compact tests/Feature/SupportRequests/TenantSupportRequestExternalHandoffTest.php tests/Feature/SupportRequests/OperationRunSupportRequestExternalHandoffTest.php tests/Feature/SupportRequests/SupportRequestExternalHandoffAuthorizationTest.php tests/Feature/SupportRequests/SupportRequestExternalHandoffAuditTest.php`
+- Format after implementation:
+  - `export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail bin pint --dirty --format agent`
+
+## Manual smoke after implementation
+
+1. Sign in to `/admin` as a workspace member with tenant entitlement and `support_requests.create` capability.
+2. Open one tenant at `/admin/t/{tenant}` and trigger `Request support`.
+3. Verify the action shows the existing context summary plus the new handoff mode controls. If no external target is configured in `config/support_desk.php`, verify the action clearly stays in `internal_only` mode.
+4. Submit the tenant-context flow with `create_external_ticket` and verify the success notification includes the internal support reference plus the created external ticket reference.
+5. Reopen the tenant-context action and verify the latest-handoff summary names the same internal support reference and external ticket reference.
+6. Submit the tenant-context flow with `link_existing_ticket` and verify the stored summary shows the linked external reference without issuing a create call.
+7. Force the external create path to fail, including the five-second timeout path, and verify the action returns explicit partial-success or warning feedback, the internal support request still exists, and the latest-handoff summary shows the persisted failure summary.
+8. Open one canonical run detail page at `/admin/operations/{run}` for a run that resolves to the same entitled tenant scope and repeat create, link, and failure checks there.
+9. Verify a non-member or non-entitled actor receives `404`, while an in-scope member without `support_requests.create` sees the action disabled and receives `403` on execution.
+10. Verify no new support-request resource, support queue, global-search result, or `OperationRun` side effect appears in this slice.
+
+## Notes
+
+- Filament v5 remains on Livewire v4.0+ in this repo; the feature stays inside native Filament page actions.
+- No provider registration change is part of this slice; Laravel 12 panel providers remain registered in `bootstrap/providers.php`.
+- No globally searchable resource is added, so there is no new global-search contract to satisfy.
+- No destructive action is introduced, so `->requiresConfirmation()` is not newly involved here.
+- No asset strategy changes are required. The general deploy step `cd apps/platform && php artisan filament:assets` remains unchanged.
+
+## Implementation Close-Out Expectations
+
+- The targeted unit and feature commands above pass.
+- Manual smoke proves create, link, and explicit failure handling from both existing support-aware surfaces.
+- Audit review shows `support_request.created`, `support_request.external_ticket_created`, `support_request.external_ticket_linked`, and `support_request.external_handoff_failed` events with the expected bounded metadata.
+- Internal-only support-request submission still works when the external target is unavailable or intentionally bypassed.
+- No new support product surface appears beyond the two existing actions.

specs/256-external-support-desk-handoff/research.md

@@ -0,0 +1,167 @@
+# Research — External Support Desk / PSA Handoff
+
+**Date**: 2026-04-29  
+**Spec**: [spec.md](spec.md)
+
+This document records the repo-grounded decisions that make the Spec 256 plan implementation-ready without expanding into a generic helpdesk product.
+
+## Decision 1 — Extend `support_requests` instead of adding a second support-ticket truth
+
+**Decision**: Keep `App\Models\SupportRequest` as the only persisted truth for this slice and add the external linkage fields directly to `support_requests`.
+
+**Rationale**:
+- The repo already has one canonical support-request model, migration, factory, and submission service.
+- The operator workflow needs one durable record that still carries the internal `SR-...` reference after create, link, or failure.
+- Constitution `PERSIST-001` and `PROP-001` reject a second lifecycle unless it solves a distinct product problem. Spec 256 does not need one.
+
+**Evidence**:
+- Existing model: `apps/platform/app/Models/SupportRequest.php`
+- Existing persistence: `apps/platform/database/migrations/2026_04_27_095518_create_support_requests_table.php`
+- Existing write path: `apps/platform/app/Support/SupportRequests/SupportRequestSubmissionService.php`
+- Candidate scope: `docs/product/spec-candidates.md`
+
+**Alternatives considered**:
+- Add a new `SupportTicket` or `SupportRequestLink` model.
+  - Rejected: creates a second truth and encourages a support register or detail page the spec explicitly forbids.
+- Keep external linkage entirely derived from audit logs.
+  - Rejected: the current support context must show the latest linkage on revisit, which audit-only storage cannot do safely or cheaply.
+
+## Decision 2 — Persist a bounded failure summary on the same row; keep detailed provider failure out of product truth
+
+**Decision**: Store `external_handoff_failure_summary` on `support_requests` and keep detailed provider payloads or raw errors out of persisted support-request truth.
+
+**Rationale**:
+- The spec requires explicit, revisitable failure handling in the same support context.
+- A purely audited failure would satisfy compliance but fail the operator need to reopen the action and see what happened.
+- A bounded human-readable summary is enough for revisit. Provider-specific payloads remain provider-owned and redaction-sensitive.
+
+**Evidence**:
+- Existing audit path is already separate from product truth: `apps/platform/app/Services/Audit/WorkspaceAuditLogger.php`
+- Current support-request row has no external linkage or failure fields, so the revisit contract is impossible without row-level extension.
+
+**Alternatives considered**:
+- Audit failure only.
+  - Rejected: failure becomes invisible in the current support context.
+- Persist raw provider response JSON.
+  - Rejected: violates the spec’s minimal neutral truth and increases leakage risk.
+
+## Decision 3 — Keep the flow synchronous, preserve internal durability, and document the one bounded finalization write
+
+**Decision**: Preserve the existing synchronous submit flow, move any external create call outside the current internal-request creation transaction, enforce a five-second outbound timeout, and explicitly allow one bounded post-create finalization write on the same `SupportRequest` row.
+
+**Rationale**:
+- The current service wraps internal create plus audit in a transaction.
+- Spec 256 explicitly requires the internal support request to survive external create failure.
+- Spec 246 declared the row immutable after creation, so Spec 256 must make its one bounded finalization exception explicit instead of mutating the row silently.
+- Holding a database transaction open across remote HTTP is unnecessary and increases latency and failure risk.
+- A hard timeout budget is needed so the operator-visible submit path stays bounded and timeout behavior is testable.
+- The repo truth does not require `OperationRun`, queueing, or retry scheduling for this slice.
+
+**Evidence**:
+- Existing transaction structure in `SupportRequestSubmissionService`
+- Existing synchronous page actions on `TenantDashboard` and `TenantlessOperationRunViewer`
+- The spec’s explicit non-goal for queues, retries, and `OperationRun`
+- Spec 246 FR-246-011 immutability contract
+
+**Alternatives considered**:
+- Perform external HTTP inside the current DB transaction.
+  - Rejected: risks long transactions and makes internal request durability harder to guarantee.
+- Introduce queue work or `OperationRun`.
+  - Rejected: broader than current-release truth and not required for one synchronous target.
+- Keep Spec 246 immutability unchanged and infer final handoff state only from audit.
+  - Rejected: the current support context must show revisitable success or failure on the canonical `SupportRequest`, so the one bounded finalization write has to be explicit.
+
+## Decision 4 — Keep external linkage visibility inside the existing support request actions only
+
+**Decision**: Show the latest linkage summary inside the existing `Request support` slide-overs and in submit feedback. Do not add a new support page, dashboard card, or run-detail history section.
+
+**Rationale**:
+- The spec says visibility must stay attached to the existing tenant and run support contexts.
+- The acceptance criteria require reopening the action and seeing the latest linkage summary for that same context.
+- A broader always-visible history surface would deepen support-product scope and duplicate truth.
+
+**Evidence**:
+- Existing support-aware surfaces: `apps/platform/app/Filament/Pages/TenantDashboard.php` and `apps/platform/app/Filament/Pages/Operations/TenantlessOperationRunViewer.php`
+- No existing `SupportRequest` resource, list, or detail page exists in the repo today.
+
+**Alternatives considered**:
+- Add a support-request resource or detail page.
+  - Rejected: explicitly out of scope.
+- Add a new page-level widget or card for support linkage.
+  - Rejected: broader than the acceptance requirement and would create duplicate visible truth.
+
+## Decision 5 — Add one minimal application config contract; do not hide target resolution behind an undefined prerequisite
+
+**Decision**: Bring one minimal application config contract into scope through `apps/platform/config/support_desk.php` and environment-backed values for the single supported target. Do not add workspace settings UI, a support settings domain, or provider-connection product work.
+
+**Rationale**:
+- The repo has no existing `support` settings domain, so leaving target resolution as an external prerequisite would create hidden implementation work.
+- The product contract only needs one target for v1, so an application config contract is the narrowest explicit source of truth.
+- Pulling workspace administration into Spec 256 would still expand scope from handoff to setup and administration.
+
+**Evidence**:
+- Existing repo truth has no support-target config seam yet, so a new app config file is the explicit minimal source of truth for one target.
+
+**Alternatives considered**:
+- Add a new `support` settings domain and UI in the same spec.
+  - Rejected: becomes a second feature slice.
+- Reuse `ProviderConnection` as the support target model.
+  - Rejected: not justified by current repo truth for one external desk handoff target.
+- Leave target resolution as an undefined prerequisite.
+  - Rejected: the tasks and plan already depend on a concrete resolution seam, so the config contract must be explicit inside the package.
+
+## Decision 6 — Use one concrete provider-owned handoff service, not a registry or interface framework
+
+**Decision**: Add one concrete provider-owned handoff service under the support-request path for the single real external target.
+
+**Rationale**:
+- Both existing support surfaces need the same create-or-normalize behavior.
+- Constitution `ABSTR-001` rejects a provider registry or interface framework before two real targets exist.
+- Page-local HTTP logic would duplicate failure handling, normalization, and audit shape.
+
+**Evidence**:
+- One configured target only in the spec and roadmap candidate
+- Existing shared write path already centralizes support-request submission across both surfaces
+
+**Alternatives considered**:
+- Add a provider interface plus registry.
+  - Rejected: future-proofing without current-release variance.
+- Duplicate HTTP logic inside both Filament pages.
+  - Rejected: immediate drift risk and weaker audit consistency.
+
+## Decision 7 — Keep queries context-scoped and avoid new search or indexing semantics
+
+**Decision**: Derive the latest visible linkage from the latest support request for the same primary context, using the existing context indexes. Do not add cross-scope lookup or search by external ticket reference.
+
+**Rationale**:
+- Tenant summary and run summary have different scope rules in the spec.
+- Existing indexes already support latest-by-tenant and latest-by-run queries.
+- Cross-scope lookup by external reference is explicitly out of scope and would create a new leakage risk.
+
+**Evidence**:
+- Existing indexes on `support_requests(tenant_id, created_at)` and `support_requests(operation_run_id, created_at)`
+- Context scoping in `SupportRequest::PRIMARY_CONTEXT_TENANT` and `SupportRequest::PRIMARY_CONTEXT_OPERATION_RUN`
+
+**Alternatives considered**:
+- Add an index and lookup flow for external ticket reference.
+  - Rejected: no current surface needs it, and it would conflict with the no-cross-scope-shortcuts rule.
+
+## Decision 8 — Proof stays in Unit + Feature lanes with manual smoke only
+
+**Decision**: Keep the proving strategy in focused Pest unit and feature suites, then use a narrow manual smoke path after implementation.
+
+**Rationale**:
+- Business truth is server-side: branching, persistence, audit, and authorization.
+- Existing support-request tests already cover the same two Filament entry surfaces.
+- Browser coverage would mostly duplicate the existing action-form semantics.
+
+**Evidence**:
+- Existing test family:
+  - `apps/platform/tests/Feature/SupportRequests/TenantSupportRequestActionTest.php`
+  - `apps/platform/tests/Feature/SupportRequests/OperationRunSupportRequestActionTest.php`
+  - `apps/platform/tests/Feature/SupportRequests/SupportRequestAuthorizationTest.php`
+  - `apps/platform/tests/Feature/SupportRequests/SupportRequestAuditTest.php`
+
+**Alternatives considered**:
+- Add browser tests in the first slice.
+  - Rejected: not required to prove the current business truth.

specs/256-external-support-desk-handoff/spec.md

@@ -0,0 +1,331 @@
+# Feature Specification: External Support Desk / PSA Handoff
+
+**Feature Branch**: `256-external-support-desk-handoff`  
+**Created**: 2026-04-29  
+**Status**: Draft  
+**Input**: User description: "Prepare the next open candidate External Support Desk / PSA Handoff as the narrowest repo-grounded slice that extends the already-implemented in-app support request flow with one-way external ticket create or link behavior, stores the resulting external reference on the existing support-request truth, and keeps visibility on the existing tenant and operation-run support contexts only."
+
+## Spec Candidate Check *(mandatory - SPEC-GATE-001)*
+
+- **Problem**: TenantPilot already captures support requests with internal `SR-...` references, redacted context, and audit truth, but support follow-through still breaks at the product boundary because operators must create or paste external service-desk tickets manually outside the current workflow.
+- **Today's failure**: A tenant or run-scoped support request can be submitted from the product, yet the product cannot tell the operator whether an external ticket was created, linked, or failed. That creates manual duplicate work, weakens audit continuity, and leaves no durable external-ticket linkage in the current support context.
+- **User-visible improvement**: The existing `Request support` action can create a new external desk ticket or link an already-created ticket through one configured external desk target, then show the resulting external reference or explicit failure in the same tenant or run support context.
+- **Smallest enterprise-capable version**: Extend the existing `SupportRequest` truth and `SupportRequestSubmissionService` so one configured external support desk target can be used during the existing tenant-dashboard and operation-run support flows, persist the resulting external ticket reference or last handoff failure on the same support request, audit create or link outcomes, and surface the latest handoff summary only on those same support contexts.
+- **Explicit non-goals**: No new support-request creation flow, no support-request resource/list/detail page, no support inbox or queue product, no generic helpdesk framework, no multi-provider adapter registry, no bidirectional sync, no external ticket status polling, no SLA engine, no retry scheduler, no AI support automation, and no cross-workspace or cross-tenant handoff shortcuts.
+- **Permanent complexity imported**: One bounded provider-owned handoff adapter for a single configured external target, a small external-handoff mode family on the existing support-request truth, a nullable persisted external ticket reference and URL on `support_requests`, a bounded persisted handoff failure summary, targeted audit action IDs, and focused unit plus feature coverage.
+- **Why now**: `docs/product/spec-candidates.md` and `docs/product/roadmap.md` both confirm that support-request creation is already repo-real and that the remaining commercialization gap is external handoff plus visible ticket linkage, not another internal support intake feature.
+- **Why not local**: Page-local ticket creation or a manual copy field on each surface would duplicate logic that already lives in `SupportRequestSubmissionService`, would drift audit and failure behavior between tenant and run contexts, and would still not create one durable support-request-to-external-ticket truth.
+- **Approval class**: Workflow Compression
+- **Red flags triggered**: New provider seam, new persisted fields on an existing truth model, and multi-surface action changes. Defense: the slice extends one existing model and one existing submission path, stays on two already-support-aware surfaces, and explicitly forbids a generic helpdesk or queue framework.
+- **Score**: Nutzen: 2 | Dringlichkeit: 2 | Scope: 1 | Komplexitaet: 1 | Produktnaehe: 2 | Wiederverwendung: 2 | **Gesamt: 10/12**
+- **Decision**: approve
+
+## Spec Scope Fields *(mandatory)*
+
+- **Scope**: tenant, canonical-view
+- **Primary Routes**:
+  - existing tenant dashboard at `/admin/t/{tenant}` via `App\Filament\Pages\TenantDashboard`
+  - existing canonical operation detail at `/admin/operations/{run}` via `App\Filament\Pages\Operations\TenantlessOperationRunViewer`
+  - no new dedicated support desk or support-request route in v1
+- **Data Ownership**:
+  - `support_requests` remains the canonical tenant-owned truth and continues to carry required `workspace_id` and `tenant_id`
+  - external handoff truth extends that same record only: external ticket reference, external ticket URL, handoff mode, and last handoff failure are stored on the existing support request rather than in a new ticket-link model or table
+  - one configured external support desk target is treated as application-configured integration truth and is referenced during handoff, but it is not mirrored into tenant-owned support-request records beyond the neutral external linkage fields needed for operator continuity and auditability
+- **RBAC**:
+  - workspace membership and tenant entitlement remain the first isolation boundaries
+  - the existing `Capabilities::SUPPORT_REQUESTS_CREATE` capability continues to gate support-request submission and any visible create-or-link external handoff controls
+  - non-members or actors not entitled to the workspace or tenant scope receive `404`
+  - members inside scope who lack `Capabilities::SUPPORT_REQUESTS_CREATE` receive `403`
+  - run-context handoff and any latest-handoff summary on the run page resolve the run's tenant first and must not reveal linkage state for a tenant the actor cannot access
+
+For canonical-view specs, the spec MUST define:
+
+- **Default filter behavior when tenant-context is active**: `N/A` - the feature does not add a canonical collection page; the operation-run surface stays bound to the currently opened run only.
+- **Explicit entitlement checks preventing cross-tenant leakage**: Any lookup used to show a latest external handoff summary on the operation-run support context must resolve through the current run's entitled tenant scope and the current workspace. Known internal support references or external ticket references must not bypass that scope check.
+
+## Cross-Cutting / Shared Pattern Reuse *(mandatory when the feature touches notifications, status messaging, action links, header actions, dashboard signals/cards, alerts, navigation entry points, evidence/report viewers, or any other existing shared operator interaction family; otherwise write `N/A - no shared interaction family touched`)*
+
+- **Cross-cutting feature?**: yes
+- **Interaction class(es)**: header actions, contextual support capture, success and failure notifications, support-context summaries, audit events, and external-link navigation
+- **Systems touched**: `App\Filament\Pages\TenantDashboard`, `App\Filament\Pages\Operations\TenantlessOperationRunViewer`, `App\Support\SupportRequests\SupportRequestSubmissionService`, `App\Support\SupportRequests\SupportRequestContextBuilder`, `App\Support\SupportRequests\SupportRequestReferenceGenerator`, `App\Services\Audit\WorkspaceAuditLogger`, `App\Support\Audit\AuditActionId`, `App\Support\SupportDiagnostics\SupportDiagnosticBundleBuilder`, and existing `UiEnforcement` capability gating on both support actions
+- **Existing pattern(s) to extend**: the current `Request support` slide-over actions, current support-request success feedback, current support-diagnostics context summary, current audit logging path, and current tenant/run support authorization boundaries
+- **Shared contract / presenter / builder / renderer to reuse**: `SupportRequestSubmissionService`, `SupportRequestContextBuilder`, `WorkspaceAuditLogger`, `UiEnforcement`, and the existing support-diagnostics bundle as the canonical redacted context source
+- **Why the existing shared path is sufficient or insufficient**: The current shared path already assembles support-safe context, issues the internal `SR-...` reference, and writes audit truth consistently from both existing entry surfaces. It is insufficient only because it stops at internal persistence and cannot persist or surface external desk follow-through.
+- **Allowed deviation and why**: One provider-owned external handoff adapter or service is allowed inside the support-request path because one configured external desk target must be called or normalized from both surfaces. No second page-local handoff client, no generic helpdesk registry, and no parallel support-summary vocabulary are allowed.
+- **Consistency impact**: `Request support`, `Support reference`, `External ticket`, `Create external ticket`, `Link existing ticket`, and handoff failure wording must have the same meaning on tenant and run surfaces, in success or failure notifications, and in audit summaries.
+- **Review focus**: Reviewers must block any page-local external desk payload builder, any second support-ticket persistence model, and any new support status language that duplicates the existing support-request truth instead of extending it.
+
+## OperationRun UX Impact *(mandatory when the feature creates, queues, deduplicates, resumes, blocks, completes, or deep-links to an `OperationRun`; otherwise write `N/A - no OperationRun start or link semantics touched`)*
+
+- **Touches OperationRun start/completion/link UX?**: no
+- **Shared OperationRun UX contract/layer reused**: `N/A`
+- **Delegated start/completion UX behaviors**: `N/A`
+- **Local surface-owned behavior that remains**: The operation-run page continues to use the current run only as support context. External desk handoff must not create, resume, or otherwise mutate an `OperationRun`.
+- **Queued DB-notification policy**: `N/A`
+- **Terminal notification path**: `N/A`
+- **Exception required?**: none
+
+## Provider Boundary / Platform Core Check *(mandatory when the feature changes shared provider/platform seams, identity scope, governed-subject taxonomy, compare strategy selection, provider connection descriptors, or operator vocabulary that may leak provider-specific semantics into platform-core truth; otherwise write `N/A - no shared provider/platform boundary touched`)*
+
+- **Shared provider/platform boundary touched?**: yes
+- **Boundary classification**: provider-owned
+- **Seams affected**: outbound create request payloads, external ticket URL and reference normalization, external-target credential resolution, provider-specific response parsing, and provider-specific failure normalization
+- **Neutral platform terms preserved or introduced**: support request, support reference, external ticket, external ticket reference, external ticket URL, external handoff mode, external handoff failure, and latest handoff summary
+- **Provider-specific semantics retained and why**: Authentication, request payload shape, URL templates, provider-specific ticket IDs, and provider-specific validation rules remain inside the one configured external desk adapter because only one concrete target exists in the current release slice.
+- **Why this does not deepen provider coupling accidentally**: The `SupportRequest` record stores only neutral linkage truth needed for operator continuity: the external reference, optional URL, selected handoff mode, and explicit last failure summary. It does not store provider-specific fields such as assignee, queue, SLA, raw payloads, or external status history.
+- **Follow-up path**: `follow-up-spec` only if a second real external desk target exists or the first target proves that a provider-neutral shared boundary is genuinely needed.
+
+## UI / Surface Guardrail Impact *(mandatory when operator-facing surfaces are changed; otherwise write `N/A`)*
+
+| Surface / Change | Operator-facing surface change? | Native vs Custom | Shared-Family Relevance | State Layers Touched | Exception Needed? | Low-Impact / `N/A` Note |
+|---|---|---|---|---|---|---|
+| Tenant dashboard `Request support` action | yes | Native Filament action + shared support primitives | header actions, support capture, support diagnostics, success or failure notifications | page, action form, bounded latest-handoff summary | yes | Existing tenant-dashboard action-surface exception remains bounded; the feature extends the current slide-over instead of adding a support page |
+| Operation run `Request support` action | yes | Native Filament action + shared support primitives | grouped detail actions, support capture, monitoring-state support context, success or failure notifications | detail page, action form, bounded latest-handoff summary | no | Extends an already support-aware run-detail action instead of adding a second run-support surface |
+
+## Decision-First Surface Role *(mandatory when operator-facing surfaces are changed)*
+
+| Surface | Decision Role | Human-in-the-loop Moment | Immediately Visible for First Decision | On-Demand Detail / Evidence | Why This Is Primary or Why Not | Workflow Alignment | Attention-load Reduction |
+|---|---|---|---|---|---|---|---|
+| Tenant dashboard `Request support` action | Secondary Context Surface | The operator decides that the current tenant issue needs external escalation or explicit desk linkage | current support summary, external handoff mode choice, latest external handoff summary when one exists, and what submitting will write | deeper support diagnostics remain on the neighboring `Open support diagnostics` action | Secondary because the operator is still primarily troubleshooting the tenant, not working in a support-desk inbox | Follows current tenant troubleshooting and support-escalation flow | Removes manual copy-paste and out-of-band ticket bookkeeping from the tenant troubleshooting path |
+| Operation run `Request support` action | Secondary Context Surface | The operator decides that the current run already contains enough context to hand off or link to an external desk | run identity, external handoff mode choice, latest external handoff summary when one exists, and what submitting will write | deeper run diagnostics remain on the existing support-diagnostics action and run detail sections | Secondary because the operator is still primarily inspecting one run | Follows current run drill-in workflow | Removes the need to recreate the same run context in an external desk after the operator has already drilled into it |
+
+## Audience-Aware Disclosure *(mandatory when operator-facing surfaces are changed)*
+
+| Surface | Audience Modes In Scope | Decision-First Default-Visible Content | Operator Diagnostics | Support / Raw Evidence | One Dominant Next Action | Hidden / Gated By Default | Duplicate-Truth Prevention |
+|---|---|---|---|---|---|---|---|
+| Tenant dashboard `Request support` action | operator-MSP, support-platform | support summary, selected mutation scope, handoff mode choice, latest external ticket reference or last failure, and required form fields | redacted support diagnostics remain secondary and separately opened | raw provider payloads, external desk raw payloads, and provider-specific response bodies stay hidden | `Submit support request` | diagnostics remain capability-gated; any provider-specific fields stay inside the adapter and never appear as default-visible operator content | the slide-over states the current handoff truth once and links it to a specific internal support reference instead of duplicating support-request history blocks |
+| Operation run `Request support` action | operator-MSP, support-platform | run identity, mutation scope note, handoff mode choice, latest external ticket reference or last failure, and required form fields | redacted run diagnostics remain secondary and separately opened | raw provider payloads, external desk raw payloads, and provider-specific response bodies stay hidden | `Submit support request` | diagnostics remain capability-gated; run detail stays the primary evidence surface | the slide-over shows only the latest bounded linkage summary for this run context instead of becoming a support-request register |
+
+## UI/UX Surface Classification *(mandatory when operator-facing surfaces are changed)*
+
+| Surface | Action Surface Class | Surface Type | Likely Next Operator Action | Primary Inspect/Open Model | Row Click | Secondary Actions Placement | Destructive Actions Placement | Canonical Collection Route | Canonical Detail Route | Scope Signals | Canonical Noun | Critical Truth Visible by Default | Exception Type / Justification |
+|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
+| Tenant dashboard `Request support` action | Dashboard / Overview / Actions | Tenant support escalation entry point | submit the support request with one chosen external handoff mode | explicit header action opens the existing slide-over | forbidden | `Open support diagnostics` remains the neighboring secondary action; any external link stays inside the same support context summary | none | `/admin/t/{tenant}` | `/admin/t/{tenant}` | active workspace, active tenant, and current support context summary | Support request / External ticket | whether the next submit stays internal-only, creates an external ticket, or links an existing ticket | dashboard_exception - existing tenant dashboard action-surface exception remains bounded and justified by the dashboard's role as the tenant troubleshooting hub |
+| Operation run `Request support` action | Record / Detail / Actions | Run-centered support escalation entry point | submit the support request with one chosen external handoff mode | explicit detail action in the existing grouped support actions | forbidden | `Open support diagnostics` remains grouped beside `Request support`; any external link stays inside the same support slide-over | none | `/admin/operations` | `/admin/operations/{run}` | workspace context, entitled tenant context, and current operation identifier | Support request / External ticket | whether the current run context already has an external ticket linkage or a visible last handoff failure | none |
+
+## Operator Surface Contract *(mandatory when operator-facing surfaces are changed)*
+
+| Surface | Primary Persona | Decision / Operator Action Supported | Surface Type | Primary Operator Question | Default-visible Information | Diagnostics-only Information | Status Dimensions Used | Mutation Scope | Primary Actions | Dangerous Actions |
+|---|---|---|---|---|---|---|---|---|---|---|
+| Tenant dashboard `Request support` action | Workspace manager or support-capable tenant operator | Decide whether this tenant issue should stay internal, create a new external ticket, or link an existing ticket | Dashboard action + contextual slide-over | How do I hand this tenant issue off without losing the current support-request truth? | internal support reference after submit, chosen handoff mode, latest external ticket reference or failure, summary, contact defaults, and context attachment summary | full support diagnostics remain in the neighboring diagnostics surface | external handoff mode, external linkage presence, handoff failure presence, attachment completeness | TenantPilot only or TenantPilot + external support desk, depending on the selected handoff mode | Submit support request | none |
+| Operation run `Request support` action | Workspace manager or support-capable operator | Decide whether this run issue should stay internal, create a new external ticket, or link an existing ticket | Detail action + contextual slide-over | How do I hand this run issue off without recreating the case outside the product? | internal support reference after submit, chosen handoff mode, latest external ticket reference or failure, summary, contact defaults, and run-context attachment summary | full run diagnostics remain in the run detail and diagnostics surface | external handoff mode, external linkage presence, handoff failure presence, attachment completeness | TenantPilot only or TenantPilot + external support desk, depending on the selected handoff mode | Submit support request | none |
+
+## Proportionality Review *(mandatory when structural complexity is introduced)*
+
+- **New source of truth?**: no - the feature extends the existing `SupportRequest` truth rather than introducing a second ticket-link model or support queue truth
+- **New persisted entity/table/artifact?**: no new table; yes, the existing `support_requests` truth gains bounded external handoff fields needed for operator continuity and auditability
+- **New abstraction?**: yes - one provider-owned external handoff adapter or service for the single configured target
+- **New enum/state/reason family?**: yes - one small external handoff mode family (`create_external_ticket`, `link_existing_ticket`, `internal_only`) with direct operator and mutation consequences
+- **New cross-domain UI framework/taxonomy?**: no
+- **Current operator problem**: support requests already exist, but the product still cannot show whether an external desk ticket exists or was attempted from the same support context
+- **Existing structure is insufficient because**: the current submission service and UI end at internal persistence and cannot safely call or normalize an external desk, store the resulting reference, or keep failure truth visible for the current context
+- **Narrowest correct implementation**: extend the current `SupportRequest` submission path and current tenant or run support actions only, add one provider-owned handoff adapter for one configured target, and store only the minimal linkage truth on the same support request
+- **Ownership cost**: extra `support_requests` columns, one provider-owned handoff adapter or service, stable audit IDs for external handoff outcomes, slightly richer action forms, and focused unit plus feature coverage
+- **Alternative intentionally rejected**: a new `SupportTicket` model, a support-request detail resource, or a generic multi-provider helpdesk framework was rejected because the repo currently has only one real external desk use case and already has the support-request truth needed for v1
+- **Release truth**: current-release support follow-through and commercialization gap, not future multi-provider preparation
+
+### Compatibility posture
+
+This feature assumes a pre-production environment.
+
+Backward compatibility, legacy aliases, migration shims, historical fixtures, and compatibility-specific tests are out of scope unless explicitly required by this spec.
+
+Canonical replacement is preferred over preservation.
+
+## Testing / Lane / Runtime Impact *(mandatory for runtime behavior changes)*
+
+- **Test purpose / classification**: Unit, Feature
+- **Validation lane(s)**: fast-feedback, confidence
+- **Why this classification and these lanes are sufficient**: Unit coverage can prove the external handoff adapter normalization rules, handoff mode branching, and latest-handoff summary derivation cheaply. Focused Filament feature coverage can prove tenant and run action behavior, `404` versus `403` boundaries, persisted linkage truth, explicit failure handling, and audit events without needing browser-only coverage.
+- **New or expanded test families**: one bounded `Unit/Support/SupportRequests/ExternalSupportDesk*` family and one bounded `Feature/SupportRequests/*ExternalHandoff*` family
+- **Fixture / helper cost impact**: moderate. Reuse existing workspace, tenant, operation run, support request, and authorization fixtures. Add only the narrow target-configuration and adapter-fake setup needed for create or link success and failure paths.
+- **Heavy-family visibility / justification**: none
+- **Special surface test profile**: standard-native-filament, monitoring-state-page
+- **Standard-native relief or required special coverage**: standard Filament action coverage is sufficient for the tenant dashboard action. The run-context action must also preserve the existing canonical monitoring-state-page authorization and context rules.
+- **Reviewer handoff**: Reviewers must confirm that no support-request resource or queue page appears, that create failures keep the internal support request, that latest external linkage stays scoped to the current entitled context, and that no provider-specific payloads leak into the persisted support-request truth.
+- **Budget / baseline / trend impact**: low-to-moderate increase in narrow unit plus feature coverage only
+- **Escalation needed**: none
+- **Active feature PR close-out entry**: Guardrail / Exception / Smoke Coverage
+- **Planned validation commands**:
+  - `export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail artisan test --compact tests/Unit/Support/SupportRequests/ExternalSupportDeskHandoffServiceTest.php tests/Unit/Support/SupportRequests/SupportRequestLatestHandoffSummaryTest.php`
+  - `export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail artisan test --compact tests/Feature/SupportRequests/TenantSupportRequestExternalHandoffTest.php tests/Feature/SupportRequests/OperationRunSupportRequestExternalHandoffTest.php tests/Feature/SupportRequests/SupportRequestExternalHandoffAuthorizationTest.php tests/Feature/SupportRequests/SupportRequestExternalHandoffAuditTest.php`
+
+## External Handoff Contract
+
+The first slice extends the existing support-request truth instead of creating a second support-ticket product model.
+
+| Handoff mode | Operator intent | External effect | Stored support-request truth | Default-visible result |
+|---|---|---|---|---|
+| `create_external_ticket` | Create a new external desk ticket from the current support context | One outbound create call through the configured external desk adapter | external ticket reference, optional external ticket URL, chosen mode, and cleared failure summary on success | success feedback shows the internal support reference plus the created external ticket reference |
+| `link_existing_ticket` | Record an external ticket that already exists outside the product | No outbound ticket-create call; the bounded adapter may normalize the provided reference or URL for the configured target | operator-supplied external ticket reference, optional external ticket URL, chosen mode, and no provider payload mirror | success feedback shows the internal support reference plus the linked external ticket reference |
+| `internal_only` | Keep the request internal-only when the operator intentionally defers external follow-through or when no target is configured for the application | No outbound call | no external ticket reference, chosen mode, and no external failure summary | the support context clearly states that no external ticket is linked yet |
+
+Additional rules for v1:
+
+- The internal `SR-...` support reference remains the canonical TenantPilot support-request identifier even when an external ticket exists.
+- V1 does not store external assignee, SLA, comments, status history, or raw provider payloads.
+- V1 does not auto-retry failed create calls. If a retry or relink path becomes necessary later, it requires a follow-up spec.
+
+## Scope Boundaries
+
+### In Scope
+
+- extend the existing `SupportRequest` truth and `SupportRequestSubmissionService` rather than introducing a new support domain model
+- offer one bounded external handoff mode selector inside the current tenant and run `Request support` actions
+- allow one support request to either create an external ticket, link an existing external ticket, or stay internal-only
+- call exactly one application-configured external support desk or PSA target when the operator chooses `create_external_ticket`
+- store the resulting external ticket reference and optional URL on the same support request record
+- store a bounded last handoff failure summary on the same support request when external create fails after the internal request exists
+- write explicit audit events for external ticket created, external ticket linked, and external handoff failed
+- show the latest external handoff summary for the current tenant or run support context without adding a broad support-product surface
+- keep current redacted support context attachment behavior from `SupportRequestContextBuilder`
+
+### Non-Goals
+
+- re-specifying or replacing support-request creation from Spec 246
+- creating a `SupportRequestResource`, support-request register, or support-request detail page
+- a generic ticketing or helpdesk framework with provider discovery or multiple adapters
+- bidirectional sync, external ticket status refresh, webhook ingestion, or comment sync
+- SLA, priority routing, assignment, support inbox, triage queue, or customer portal work
+- AI-generated support summaries or automation
+- background jobs or scheduled retries for external desk delivery
+- cross-workspace or cross-tenant linking shortcuts based on a known support reference or ticket reference alone
+
+## Assumptions
+
+- Exactly one application-configured external support desk target can be resolved through a minimal config contract added in this slice. This spec does not introduce workspace settings UI, per-workspace target management, or a broader support-desk configuration product surface.
+- The existing `Capabilities::SUPPORT_REQUESTS_CREATE` capability is sufficient for v1. No new role family or support-only secondary capability is required.
+- The current redacted support context envelope produced by `SupportRequestContextBuilder` is already the canonical payload basis for external handoff. This feature does not redefine the support context contract.
+- Internal support-request creation remains allowed even when the external target is unavailable or an external create attempt fails, because the product must preserve the internal support truth and auditability.
+
+## Risks
+
+- A synchronous external create call can slow the current support action if the provider-owned handoff service does not enforce the v1 five-second timeout budget and normalize timeout failures into the same bounded failure-summary path.
+- If a tenant or run has multiple support requests, the latest-handoff summary can mislead operators unless it also names the internal support reference it belongs to.
+- Provider-specific response fields can leak into the support-request truth if the adapter boundary is not enforced strictly.
+- The manual `link_existing_ticket` path could grow into a broader external-ticket management surface if it is allowed outside support-request submission. That growth is out of scope for v1.
+
+## Follow-up Candidates
+
+- a second external support desk or PSA target only after a concrete second target exists and the first target proves real operator value
+- a bounded retry or relink flow from the same support contexts only if repeated external create failures become a proven operator pain point
+- a read-only support-request register only if current tenant or run context visibility is no longer sufficient
+- bidirectional sync or external ticket status refresh only if operators demonstrate a real need beyond stored reference continuity
+
+## User Scenarios & Testing *(mandatory)*
+
+### User Story 1 - Create a new external ticket from the existing support flow (Priority: P1)
+
+As a support-capable operator, I want the existing support-request action to create an external desk ticket from the current tenant or run context so I do not have to recreate the same case manually outside TenantPilot.
+
+**Why this priority**: This is the direct commercialization gap named by the roadmap and candidate. Without outbound create, the product still stops at an internal support request only.
+
+**Independent Test**: Submit a support request from the tenant dashboard and from the operation-run viewer with `create_external_ticket`, fake the configured external desk target, and verify that the support request keeps the internal `SR-...` reference while also storing the returned external ticket reference and URL.
+
+**Acceptance Scenarios**:
+
+1. **Given** an entitled operator opens the tenant dashboard and the application has one configured external desk target, **When** the operator submits the existing `Request support` action with `create_external_ticket`, **Then** the system creates the internal support request, creates one external ticket through the bounded adapter, stores the resulting external ticket reference on that same support request, and returns both references in success feedback.
+2. **Given** an entitled operator opens an operation run that resolves to an entitled tenant, **When** the operator submits the existing `Request support` action with `create_external_ticket`, **Then** the system stores the internal support request with the run as primary context and persists the external ticket linkage on that same request.
+3. **Given** the current context already has an earlier external handoff summary, **When** the operator opens the current `Request support` action again, **Then** the action shows the latest external linkage summary for that same context without turning the surface into a support-request history page.
+
+---
+
+### User Story 2 - Link an already-existing external ticket during support submission (Priority: P1)
+
+As a support-capable operator who already opened a desk ticket outside TenantPilot, I want to link that ticket during support-request submission so the product records the same external reference without creating a duplicate external case.
+
+**Why this priority**: The candidate explicitly requires create or link behavior, and linking an already-created external ticket is the smallest way to avoid duplicates without inventing a broader support-ticket management surface.
+
+**Independent Test**: Submit the existing tenant or run `Request support` action with `link_existing_ticket`, provide a ticket reference and optional URL, and verify that the support request stores that linkage truth without issuing an external create call.
+
+**Acceptance Scenarios**:
+
+1. **Given** an entitled operator already has an external ticket reference, **When** the operator submits the existing tenant-context support action with `link_existing_ticket`, **Then** the system persists the provided external reference on the same support request and records an explicit audit event that the ticket was linked rather than created.
+2. **Given** an entitled operator is on the operation-run support context, **When** the operator submits the action with `link_existing_ticket`, **Then** the system links the external reference to the run-scoped support request without creating a new external desk ticket.
+3. **Given** the operator leaves the ticket reference blank or otherwise invalid for the bounded target format, **When** the action is submitted with `link_existing_ticket`, **Then** the system rejects the linkage input and does not create misleading external-ticket truth.
+
+---
+
+### User Story 3 - Keep failures explicit, scoped, and auditable (Priority: P2)
+
+As a support-capable operator, I want external handoff failures to be explicit without losing the internal support request so I can continue follow-through safely and without guessing what happened.
+
+**Why this priority**: The value of external handoff depends on failure honesty. Silent loss of the desk ticket or silent loss of the internal request would be worse than the current manual workflow.
+
+**Independent Test**: Force the external adapter to fail during `create_external_ticket`, then verify that the internal support request remains persisted, the current support context shows the latest failure summary for that same support reference, and audit truth records the failed handoff.
+
+**Acceptance Scenarios**:
+
+1. **Given** the internal support request is created successfully but the external create call fails, **When** the action completes, **Then** the internal support request remains persisted, the operator receives explicit partial-success feedback with the internal support reference plus the handoff failure, and the failed handoff is audited.
+2. **Given** a user is not entitled to the current workspace or tenant scope, **When** they attempt to access tenant or run external handoff state or submit the support action, **Then** the system returns `404` and reveals neither the internal support reference nor any external ticket reference.
+3. **Given** a user is entitled to the tenant but lacks `Capabilities::SUPPORT_REQUESTS_CREATE`, **When** they attempt the same action, **Then** the system returns `403` and does not create, link, or reveal external handoff truth.
+
+### Edge Cases
+
+- The application may not have an external desk target configured. In that case the existing support-request flow must remain available in `internal_only` mode with an explicit note that no external target is configured.
+- An external create call may fail after the internal support request is already committed. The request must remain the canonical support truth and must keep a bounded failure summary rather than disappearing or rolling back silently.
+- A tenant or run can have multiple support requests over time. The visible handoff summary on the current support context must clearly identify which internal support reference the shown external ticket reference belongs to.
+- An operator may know an external ticket reference but not a URL. The product may store the reference alone in v1 and must not invent a URL it cannot prove.
+- The operation-run viewer can only surface latest handoff state when the run resolves to an entitled tenant. Runs without an entitled tenant must continue to resolve as `404` without leaking any linkage hint.
+
+## Requirements *(mandatory)*
+
+**Constitution alignment (required):** This feature adds a synchronous outbound create call to one configured external support desk target as part of an existing support-request mutation. It does not create a new `OperationRun`, queue, or scheduler. Successful internal request creation, external ticket creation, external ticket linking, and external handoff failure MUST all be auditable.
+
+**Constitution alignment (PROP-001 / ABSTR-001 / PERSIST-001 / STATE-001 / BLOAT-001):** The feature extends the existing `SupportRequest` truth instead of adding a second support-ticket model or queue. The only new semantic family is one bounded handoff mode family because operator choice and resulting mutation behavior differ materially between create, link, and internal-only paths.
+
+**Constitution alignment (XCUT-001):** Existing `Request support` actions, support-diagnostics context, `SupportRequestSubmissionService`, and `WorkspaceAuditLogger` must be reused. Any new external handoff behavior must plug into that shared path instead of creating separate tenant and run implementations.
+
+**Constitution alignment (DECIDE-AUD-001 / OPSURF-001):** External handoff truth must stay secondary to the current tenant or run troubleshooting workflow. The current support contexts should show only the bounded latest linkage summary or failure, while diagnostics remain separately opened and raw provider details remain hidden.
+
+**Constitution alignment (PROV-001):** External desk payloads, authentication, and provider-specific identifiers remain provider-owned. The shared product truth remains the existing `SupportRequest` plus neutral external linkage fields only.
+
+**Constitution alignment (TEST-GOV-001):** Proof stays in unit plus feature lanes only. Browser and heavy-governance coverage are out of scope for the first slice.
+
+**Constitution alignment (RBAC-UX):** The affected authorization plane remains the tenant-admin `/admin` plane. Non-members and non-entitled users receive `404`. Entitled users lacking `Capabilities::SUPPORT_REQUESTS_CREATE` receive `403`. No raw capability strings or role-string checks may appear in feature code.
+
+**Constitution alignment (UI-FIL-001):** The feature must continue to use native Filament actions and action forms on the current pages. No custom standalone support desk page or local replacement shell is allowed.
+
+**Constitution alignment (UI-NAMING-001):** Primary operator-facing copy must preserve `Request support`, `Support reference`, and `External ticket`. Provider-specific product names, payload terminology, or API vocabulary must not replace those primary labels.
+
+### Functional Requirements
+
+- **FR-256-001 Existing surfaces only**: The system MUST extend only the existing tenant dashboard and canonical operation-run `Request support` actions for v1. It MUST NOT introduce a new support-request resource, support-request detail view, or support queue page.
+- **FR-256-002 Bounded handoff mode choice**: When the application has a configured external desk target, the existing `Request support` action MUST let the operator choose exactly one of `create_external_ticket`, `link_existing_ticket`, or `internal_only`. When no target is configured, the action MUST remain available in `internal_only` mode and MUST explain that no external desk target is configured.
+- **FR-256-003 Internal request remains canonical**: Every path in this feature MUST create or preserve the existing internal `SupportRequest` truth first. The internal `SR-...` reference remains the canonical support-request identifier even when an external ticket is created or linked.
+- **FR-256-003A Bounded finalization exception to Spec 246 immutability**: Spec 256 explicitly narrows Spec 246 FR-246-011 in one bounded way: after internal request creation, the same `SupportRequest` row MAY receive exactly one synchronous finalization write limited to `external_handoff_mode`, `external_ticket_reference`, `external_ticket_url`, and `external_handoff_failure_summary`. No broader edit, reopen, merge, or status workflow is introduced.
+- **FR-256-004 External create path**: When the operator selects `create_external_ticket`, the system MUST call exactly one application-configured external support desk target through one bounded provider-owned adapter, apply a maximum five-second outbound timeout, store the returned external ticket reference on the same support request, and store the external ticket URL when the target returns one.
+- **FR-256-005 External link path**: When the operator selects `link_existing_ticket`, the system MUST store the provided external ticket reference on the same support request and MUST NOT issue an external ticket-create call for that request.
+- **FR-256-006 Persisted linkage truth**: The existing `support_requests` truth MUST be extended with only the neutral external linkage fields needed for operator continuity: external ticket reference, optional external ticket URL, selected handoff mode, and bounded last handoff failure summary.
+- **FR-256-007 No mirrored external lifecycle**: V1 MUST NOT persist or display external assignee, SLA, queue, comment stream, status history, or raw provider payloads.
+- **FR-256-008 Failure honesty**: If the external create path fails after the internal support request exists, the system MUST keep the internal request, persist a bounded last handoff failure summary on that same request, and show explicit feedback that the internal request succeeded but the external handoff failed.
+- **FR-256-009 Context-safe visibility**: The current tenant and run support contexts MUST show the latest external handoff summary for that same primary context, including the internal support reference it belongs to, without becoming a broad support-request history surface.
+- **FR-256-010 Audit coverage**: The system MUST write stable audit entries for support request created, external ticket created, external ticket linked, and external handoff failed, with workspace and tenant context plus the internal support reference and the external ticket reference when present.
+- **FR-256-011 Authorization boundaries**: Non-members and non-entitled actors MUST receive `404`. Members in scope who lack `Capabilities::SUPPORT_REQUESTS_CREATE` MUST receive `403`. Latest-handoff visibility, create, and link behavior MUST all enforce the same boundary.
+- **FR-256-012 Provider boundary**: Provider-specific authentication, request payload shape, response parsing, and URL normalization MUST remain inside one provider-owned adapter or service. Shared platform code MUST work only with the neutral external linkage truth stored on `SupportRequest`.
+- **FR-256-013 No background expansion**: V1 MUST NOT add background jobs, retry scheduling, webhook ingestion, or `OperationRun` usage for external desk delivery.
+- **FR-256-014 No cross-scope shortcuts**: A known internal support reference or external ticket reference MUST NOT be sufficient to reveal or mutate linkage truth outside the current entitled workspace and tenant scope.
+- **FR-256-015 Mutation-scope clarity**: The existing support actions MUST make it clear whether the current submission writes to `TenantPilot only` or to `TenantPilot + external support desk`, based on the selected handoff mode.
+- **FR-256-016 Timeout normalization**: When `create_external_ticket` exceeds the five-second outbound timeout budget or times out for any other target-level reason, the system MUST keep the internal support request, persist a bounded timeout-oriented failure summary on the same row, and route the outcome through the same explicit feedback and audit path as other external create failures.
+
+## UI Action Matrix *(mandatory when Filament is changed)*
+
+| Surface | Location | Header Actions | Inspect Affordance (List/Table) | Row Actions (max 2 visible) | Bulk Actions (grouped) | Empty-State CTA(s) | View Header Actions | Create/Edit Save+Cancel | Audit log? | Notes / Exemptions |
+|---|---|---|---|---|---|---|---|---|---|---|
+| Tenant dashboard support context | `App\Filament\Pages\TenantDashboard` | `Request support`, `Open support diagnostics` | `N/A` | `N/A` | `N/A` | `N/A` | `N/A` | one slide-over with `Submit support request` and a standard close action | yes | Existing dashboard action-surface exemption remains. The feature only extends the current `Request support` action with handoff mode choice and latest linkage summary. |
+| Operation-run support context | `App\Filament\Pages\Operations\TenantlessOperationRunViewer` | grouped `Open support diagnostics`, `Request support` | `N/A` | `N/A` | `N/A` | `N/A` | `N/A` | one slide-over with `Submit support request` and a standard close action | yes | No new run action group or support page. The feature only extends the existing support action with handoff mode choice and latest linkage summary. |
+
+## Key Entities *(include if feature involves data)*
+
+- **Support Request**: Existing tenant-owned support truth with internal reference, primary context, redacted context envelope, severity, and the new bounded external linkage fields needed for external handoff continuity.
+- **External Support Desk Target**: The single application-configured external desk or PSA destination used for v1 handoff. It owns provider-specific authentication and payload semantics.
+- **External Ticket Linkage**: The bounded support-request extension that records whether the current request stayed internal-only, created an external ticket, or linked an existing one, together with the neutral external ticket reference, optional URL, and last failure summary.
+
+## Success Criteria *(mandatory)*
+
+### Measurable Outcomes
+
+- **SC-001**: From the existing tenant dashboard or operation-run support context, an authorized operator can complete support-request submission with external create or link behavior in one flow without leaving the current page to recreate the case manually.
+- **SC-002**: 100% of successful external create or link submissions persist an external ticket reference on the same support request and make that reference visible again from the same entitled support context on revisit.
+- **SC-003**: 100% of external create failures leave the internal support request intact, produce explicit operator-visible failure feedback, and write an audit entry for the failed handoff.
+- **SC-004**: Authorization tests prove that operators never see or mutate external ticket linkage for a workspace or tenant they are not entitled to, even when they know an internal support reference or external ticket reference.

specs/256-external-support-desk-handoff/tasks.md

@@ -0,0 +1,192 @@
+---
+
+description: "Task list for External Support Desk / PSA Handoff"
+
+---
+
+# Tasks: External Support Desk / PSA Handoff
+
+**Input**: Design documents from `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/`  
+**Prerequisites**: `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/spec.md` (required), `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/plan.md` (required), `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/research.md`, `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/data-model.md`, `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/quickstart.md`, `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/contracts/external-support-desk-handoff.logical.openapi.yaml`, `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/checklists/requirements.md`
+
+**Support truth**: Spec 246 and the existing repo code remain authoritative, except for one bounded Spec 256 finalization exception: after internal request creation, the same `SupportRequest` row may receive exactly one synchronous write limited to the external handoff fields. Extend `apps/platform/app/Models/SupportRequest.php` and the current support-request submission path only; do not add a second support-ticket entity, support queue, support register, or support-request resource.  
+**Tests (TEST-GOV-001)**: REQUIRED (Pest) for all runtime behavior changes in this slice. Keep proof in focused unit plus feature lanes only, then run the narrow manual smoke path from `quickstart.md`.  
+**Operations**: This slice must stay synchronous inside the existing support-request path. Do not create, queue, resume, or complete an `OperationRun`.  
+**RBAC**: Workspace membership and tenant entitlement remain `404` boundaries; in-scope members missing `Capabilities::SUPPORT_REQUESTS_CREATE` remain `403`; latest-handoff visibility must follow the same boundary.  
+**Provider boundary**: One configured external desk target only. No helpdesk registry, no target-management UI, and no multi-provider framework in this slice.  
+**Organization**: Tasks are grouped by user story so create, link, and explicit-failure behavior can be implemented and validated independently once the shared foundation exists.
+
+## Phase 1: Setup (Shared Preparation)
+
+**Purpose**: Lock the bounded repo-grounded scope before runtime work begins.
+
+- [x] T001 Review `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/spec.md`, `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/plan.md`, `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/research.md`, `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/data-model.md`, `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/quickstart.md`, `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/contracts/external-support-desk-handoff.logical.openapi.yaml`, and `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/checklists/requirements.md` and confirm the slice stays one-way, single-target, and SupportRequest-backed.
+- [x] T002 [P] Verify the exact reuse seams from Spec 246 in `apps/platform/app/Models/SupportRequest.php`, `apps/platform/app/Support/SupportRequests/SupportRequestSubmissionService.php`, `apps/platform/app/Support/SupportRequests/SupportRequestContextBuilder.php`, `apps/platform/app/Filament/Pages/TenantDashboard.php`, `apps/platform/app/Filament/Pages/Operations/TenantlessOperationRunViewer.php`, `apps/platform/app/Services/Audit/WorkspaceAuditLogger.php`, `apps/platform/app/Support/Audit/AuditActionId.php`, and the new app-config seam `apps/platform/config/support_desk.php` before adding any new handoff behavior.
+
+---
+
+## Phase 2: Foundational (Blocking Prerequisites)
+
+**Purpose**: Add the bounded persistence, target-resolution, audit, and shared summary seams that every story depends on.
+
+**Critical**: No user story work should begin until this phase is complete.
+
+- [x] T003 Extend the existing support-request truth with `external_handoff_mode`, `external_ticket_reference`, `external_ticket_url`, and `external_handoff_failure_summary` in `apps/platform/database/migrations/*_add_external_handoff_fields_to_support_requests_table.php`, `apps/platform/app/Models/SupportRequest.php`, and `apps/platform/database/factories/SupportRequestFactory.php` without creating a second support-ticket model or table.
+- [x] T004 [P] Add the one concrete provider-owned handoff seam and the single-target app-config contract in `apps/platform/app/Support/SupportRequests/ExternalSupportDeskHandoffService.php` and `apps/platform/config/support_desk.php`, enforce the five-second outbound timeout there, and avoid introducing a support settings UI, provider registry, or generic helpdesk framework.
+- [x] T005 [P] Preserve the existing `support_request.created` audit path and add stable audit action IDs plus bounded audit payload helpers for external ticket created, external ticket linked, and external handoff failed in `apps/platform/app/Support/Audit/AuditActionId.php` and `apps/platform/app/Services/Audit/WorkspaceAuditLogger.php`.
+- [x] T006 Add one shared latest-handoff summary read path for tenant and run primary contexts in `apps/platform/app/Support/SupportRequests/SupportRequestSubmissionService.php` so both existing support actions reuse the same scoped query, naming, and no-cross-scope-shortcut rules.
+
+**Checkpoint**: Foundation ready. The existing support-request path can now persist neutral external-linkage truth, resolve one target, and read the latest scoped handoff summary.
+
+---
+
+## Phase 3: User Story 1 - Create A New External Ticket From The Existing Support Flow (Priority: P1) 🎯 MVP
+
+**Goal**: An entitled operator can submit the existing support action and create one external desk ticket from the current tenant or run context without leaving the product.
+
+**Independent Test**: Submit `Request support` from the tenant dashboard and the operation-run viewer with `create_external_ticket`, fake one configured target, and verify the same `SupportRequest` row keeps the internal `SR-...` reference while storing the returned external reference and URL.
+
+### Tests for User Story 1
+
+- [x] T007 [P] [US1] Add unit coverage for `create_external_ticket` branching, single-target availability fallback, the five-second timeout path, and created-ticket reference or URL normalization in `apps/platform/tests/Unit/Support/SupportRequests/ExternalSupportDeskHandoffServiceTest.php`.
+- [x] T008 [P] [US1] Add feature coverage for tenant and run `create_external_ticket` success paths in `apps/platform/tests/Feature/SupportRequests/TenantSupportRequestExternalHandoffTest.php` and `apps/platform/tests/Feature/SupportRequests/OperationRunSupportRequestExternalHandoffTest.php`.
+
+### Implementation for User Story 1
+
+- [x] T009 [US1] Extend `apps/platform/app/Support/SupportRequests/SupportRequestSubmissionService.php` so internal support-request creation commits first, `create_external_ticket` runs synchronously afterward, and the one allowed Spec 256 finalization write records the external reference or URL back onto the same `SupportRequest` row.
+- [x] T010 [US1] Extend the tenant dashboard support action in `apps/platform/app/Filament/Pages/TenantDashboard.php`, `apps/platform/lang/en/localization.php`, and `apps/platform/lang/de/localization.php` with handoff-mode choice, target-availability guidance, `TenantPilot only` versus `TenantPilot + external support desk` mutation-scope copy, latest-handoff summary copy, and success feedback that shows both internal and external references when a ticket is created.
+- [x] T011 [US1] Extend the run-context support action in `apps/platform/app/Filament/Pages/Operations/TenantlessOperationRunViewer.php`, `apps/platform/lang/en/localization.php`, and `apps/platform/lang/de/localization.php` with the same create flow, scoped latest-handoff summary, `TenantPilot only` versus `TenantPilot + external support desk` mutation-scope copy, and success feedback without adding a new run-support surface.
+- [x] T012 [US1] Run `export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail artisan test --compact tests/Unit/Support/SupportRequests/ExternalSupportDeskHandoffServiceTest.php tests/Feature/SupportRequests/TenantSupportRequestExternalHandoffTest.php tests/Feature/SupportRequests/OperationRunSupportRequestExternalHandoffTest.php` and fix any create-path regressions before moving to the link flow.
+
+**Checkpoint**: User Story 1 is independently functional when both existing support actions can create one external ticket and immediately show the persisted linkage on the same support-request truth.
+
+---
+
+## Phase 4: User Story 2 - Link An Already-Existing External Ticket During Support Submission (Priority: P1)
+
+**Goal**: An entitled operator can record an external ticket that already exists without creating a duplicate external case.
+
+**Independent Test**: Submit the existing tenant and run `Request support` actions with `link_existing_ticket`, provide a valid reference and optional URL, and verify the `SupportRequest` stores that linkage without issuing an external create call.
+
+### Tests for User Story 2
+
+- [x] T013 [P] [US2] Add unit coverage for `link_existing_ticket` reference normalization, optional URL normalization, and invalid-link rejection in `apps/platform/tests/Unit/Support/SupportRequests/ExternalSupportDeskHandoffServiceTest.php`.
+- [x] T014 [P] [US2] Add feature coverage for tenant and run `link_existing_ticket` submissions, including the no-create-call guarantee and linked-flow success feedback that shows both references, in `apps/platform/tests/Feature/SupportRequests/TenantSupportRequestExternalHandoffTest.php` and `apps/platform/tests/Feature/SupportRequests/OperationRunSupportRequestExternalHandoffTest.php`.
+
+### Implementation for User Story 2
+
+- [x] T015 [US2] Implement `link_existing_ticket` branching, conditional validation, and persisted external reference or URL behavior in `apps/platform/app/Support/SupportRequests/SupportRequestSubmissionService.php` and `apps/platform/app/Support/SupportRequests/ExternalSupportDeskHandoffService.php`.
+- [x] T016 [US2] Add conditional external reference and URL inputs plus linked-flow success feedback that shows the internal and external references on the tenant dashboard action in `apps/platform/app/Filament/Pages/TenantDashboard.php`, `apps/platform/lang/en/localization.php`, and `apps/platform/lang/de/localization.php`.
+- [x] T017 [US2] Add the same link controls plus linked-flow success feedback to the run-context action in `apps/platform/app/Filament/Pages/Operations/TenantlessOperationRunViewer.php`, `apps/platform/lang/en/localization.php`, and `apps/platform/lang/de/localization.php`.
+- [x] T018 [US2] Run `export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail artisan test --compact tests/Unit/Support/SupportRequests/ExternalSupportDeskHandoffServiceTest.php tests/Feature/SupportRequests/TenantSupportRequestExternalHandoffTest.php tests/Feature/SupportRequests/OperationRunSupportRequestExternalHandoffTest.php` and fix any link-path regressions before moving to failure hardening.
+
+**Checkpoint**: User Story 2 is independently functional when both existing support actions can link an already-created external ticket without producing a duplicate external create call.
+
+---
+
+## Phase 5: User Story 3 - Keep Failures Explicit, Scoped, And Auditable (Priority: P2)
+
+**Goal**: External handoff failure remains visible and auditable while the internal support request stays durable and the same tenant or run contexts stay the only visibility surfaces.
+
+**Independent Test**: Force `create_external_ticket` to fail after internal request creation, then verify the internal `SupportRequest` remains persisted, the current support context shows the latest failure summary for that same support reference, and audit plus authorization behavior stays correct.
+
+### Tests for User Story 3
+
+- [x] T019 [P] [US3] Add unit coverage for latest-handoff summary derivation, latest-per-context selection, and persisted failure-summary semantics in `apps/platform/tests/Unit/Support/SupportRequests/SupportRequestLatestHandoffSummaryTest.php`.
+- [x] T020 [P] [US3] Add feature coverage for tenant and run failed-create partial-success behavior, including timeout-normalized failure feedback, in `apps/platform/tests/Feature/SupportRequests/TenantSupportRequestExternalHandoffTest.php` and `apps/platform/tests/Feature/SupportRequests/OperationRunSupportRequestExternalHandoffTest.php`.
+- [x] T021 [P] [US3] Add feature coverage for `404` versus `403` boundaries and context-scoped latest-summary visibility in `apps/platform/tests/Feature/SupportRequests/SupportRequestExternalHandoffAuthorizationTest.php`.
+- [x] T022 [P] [US3] Add feature coverage for preserved `support_request.created` auditing plus created, linked, and failed external-handoff audit events in `apps/platform/tests/Feature/SupportRequests/SupportRequestExternalHandoffAuditTest.php`.
+
+### Implementation for User Story 3
+
+- [x] T023 [US3] Persist bounded `external_handoff_failure_summary` semantics, the one allowed Spec 256 finalization-write contract, and latest-summary scoping rules in `apps/platform/app/Models/SupportRequest.php` and `apps/platform/app/Support/SupportRequests/SupportRequestSubmissionService.php` without adding support history pages, external-reference lookup routes, or a second support product surface.
+- [x] T024 [US3] Implement explicit partial-success or warning feedback plus revisit-time failure-summary rendering in `apps/platform/app/Filament/Pages/TenantDashboard.php`, `apps/platform/app/Filament/Pages/Operations/TenantlessOperationRunViewer.php`, `apps/platform/lang/en/localization.php`, and `apps/platform/lang/de/localization.php`.
+- [x] T025 [US3] Enforce the shared authorization and audit boundary for create, link, failure, and latest-summary visibility in `apps/platform/app/Support/SupportRequests/SupportRequestSubmissionService.php`, `apps/platform/app/Support/Audit/AuditActionId.php`, and `apps/platform/app/Services/Audit/WorkspaceAuditLogger.php` without introducing queues, retries, or `OperationRun` orchestration.
+- [x] T026 [US3] Run `export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail artisan test --compact tests/Unit/Support/SupportRequests/SupportRequestLatestHandoffSummaryTest.php tests/Feature/SupportRequests/TenantSupportRequestExternalHandoffTest.php tests/Feature/SupportRequests/OperationRunSupportRequestExternalHandoffTest.php tests/Feature/SupportRequests/SupportRequestExternalHandoffAuthorizationTest.php tests/Feature/SupportRequests/SupportRequestExternalHandoffAuditTest.php` and fix any failure, audit, or authorization regressions before final polish.
+
+**Checkpoint**: User Story 3 is independently functional when explicit failure truth, scoped visibility, and audit coverage all hold without losing the internal support request.
+
+---
+
+## Phase 6: Polish & Cross-Cutting Concerns
+
+**Purpose**: Close the slice without widening scope, and leave a clean validation and guardrail trail for review.
+
+- [x] T027 Confirm `Request support`, `Support reference`, `External ticket`, handoff-mode labels, mutation-scope wording, and latest-summary copy stay aligned across `apps/platform/app/Filament/Pages/TenantDashboard.php`, `apps/platform/app/Filament/Pages/Operations/TenantlessOperationRunViewer.php`, `apps/platform/app/Support/SupportRequests/ExternalSupportDeskHandoffService.php`, `apps/platform/lang/en/localization.php`, and `apps/platform/lang/de/localization.php` without leaking provider-specific product names into primary operator copy.
+- [x] T028 Run `export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail bin pint --dirty --format agent` on the touched platform files before final validation.
+- [x] T029 Run `export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail artisan test --compact tests/Unit/Support/SupportRequests/ExternalSupportDeskHandoffServiceTest.php tests/Unit/Support/SupportRequests/SupportRequestLatestHandoffSummaryTest.php` as the focused unit close-out suite from `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/quickstart.md`.
+- [x] T030 Run `export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail artisan test --compact tests/Feature/SupportRequests/TenantSupportRequestExternalHandoffTest.php tests/Feature/SupportRequests/OperationRunSupportRequestExternalHandoffTest.php tests/Feature/SupportRequests/SupportRequestExternalHandoffAuthorizationTest.php tests/Feature/SupportRequests/SupportRequestExternalHandoffAuditTest.php` as the focused feature close-out suite from `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/quickstart.md`.
+- [x] T031 Execute the manual smoke path in `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/quickstart.md` for tenant and run create, link, and failure handling, including the no-new-support-surface and no-`OperationRun` checks. Completed through a temporary Pest Browser smoke harness covering tenant create, run link, run failure, latest failure summary, no console errors, and no persistent browser-test surface.
+- [x] T032 Record the final implementation close-out in `/Users/ahmeddarrazi/Documents/projects/wt-plattform/specs/256-external-support-desk-handoff/plan.md`, including the guardrail outcome and any explicit `document-in-feature` or named `follow-up-spec` decision for target configuration, retry pressure, or multi-provider pressure instead of hiding that scope in code review.
+
+---
+
+## Dependencies & Execution Order
+
+### Phase Dependencies
+
+- Phase 1 starts immediately.
+- Phase 2 depends on Phase 1 and blocks all story work.
+- Phase 3 depends on Phase 2 and delivers the MVP create flow.
+- Phase 4 depends on Phase 2 and is safest after Phase 3 because it extends the same submission service and the same two action forms.
+- Phase 5 depends on Phases 3 and 4 because failure, visibility, and audit proof must cover both create and link behavior on both existing surfaces.
+- Phase 6 depends on every prior phase.
+
+### User Story Dependencies
+
+- US1 is the MVP and first shippable increment.
+- US2 is independently testable but should follow US1 because both stories extend the same `SupportRequestSubmissionService` and support-action forms.
+- US3 depends on US1 and US2 because explicit failure, audit, and scoped-visibility rules must cover every handoff mode.
+
+### Within Each User Story
+
+- Write the listed Pest coverage first and ensure it fails before implementation.
+- Land shared submission-service changes before surface wiring whenever both are required.
+- Re-run the story-specific validation task before moving to the next story.
+
+---
+
+## Parallel Opportunities
+
+### Phase 1
+
+- T001 and T002 can run in parallel.
+
+### Phase 2
+
+- T004 and T005 can run in parallel after T003 establishes the persisted handoff fields.
+
+### User Story 1
+
+- T007 and T008 can run in parallel before implementation work starts.
+
+### User Story 2
+
+- T013 and T014 can run in parallel before implementation work starts.
+
+### User Story 3
+
+- T019, T020, T021, and T022 can run in parallel before the failure hardening pass.
+
+---
+
+## Implementation Strategy
+
+### MVP First
+
+1. Complete Phase 1.
+2. Complete Phase 2.
+3. Complete Phase 3.
+4. Stop and review the create-only external handoff slice before adding link and failure hardening.
+
+### Incremental Delivery
+
+1. Ship US1 so the product can create one external ticket from the two existing support-aware surfaces.
+2. Add US2 so operators can link an already-opened external ticket without duplicate create behavior.
+3. Add US3 so failure honesty, scoped visibility, and audit proof hold across every handoff mode.
+
+### Team Strategy
+
+1. Finish Phase 2 together before splitting story work.
+2. Parallelize test authoring inside each story.
+3. Sequence merges carefully around `apps/platform/app/Support/SupportRequests/SupportRequestSubmissionService.php`, `apps/platform/app/Filament/Pages/TenantDashboard.php`, `apps/platform/app/Filament/Pages/Operations/TenantlessOperationRunViewer.php`, and `apps/platform/lang/en/localization.php` plus `apps/platform/lang/de/localization.php`, because every story touches those same shared seams.

specs/257-governance-decision-convergence/checklists/requirements.md

@@ -0,0 +1,37 @@
+# Preparation Review Checklist: Governance Decision Surface Convergence v1
+
+**Purpose**: Verify that the preparation package is repo-grounded, narrowly scoped, and ready for a later implementation loop.
+**Created**: 2026-04-29
+**Review outcome class**: Workflow Compression
+**Workflow outcome**: approve for implementation
+**Test-governance outcome**: keep
+
+## Candidate Selection
+
+- [x] CHK001 The selected slice is anchored to `docs/product/roadmap.md` (`Decision-Based Operating Foundations`) and the open-gap truth in `docs/product/implementation-ledger.md`.
+- [x] CHK002 Already-specced candidates such as Spec 043, Spec 249, Spec 250, Spec 251, Spec 252, Spec 253, Spec 254, Spec 255, and Spec 256 are explicitly excluded from reopening.
+- [x] CHK003 The package chooses the smallest repo-grounded slice: extend the existing governance inbox and specialist pages instead of inventing a new shell or workflow engine.
+
+## Scope And Truth
+
+- [x] CHK004 The spec, plan, and tasks all state that no new persistence, inbox-item truth, queue state, or mutation lane is introduced.
+- [x] CHK005 The governance inbox remains the canonical workspace decision home, while specialist queues and the customer review workspace remain secondary-context surfaces.
+- [x] CHK006 The finding-exceptions lane and review-consumption handoff are described as derived from existing repo truth rather than a new abstraction layer.
+
+## UX And Authorization
+
+- [x] CHK007 The package makes one dominant next action explicit for the governance home, preserves one dominant default action on each specialist surface, and keeps specialist pages from duplicating the workspace-level summary.
+- [x] CHK008 `404` vs `403` semantics are explicit for workspace membership, tenant scope, and no-visible-family cases.
+- [x] CHK009 Hidden tenants and hidden families are omitted from counts, labels, previews, and empty-state hints.
+
+## Test Governance
+
+- [x] CHK010 Planned proof stays in focused `Unit` plus `Feature` lanes only, with explicit validation commands.
+- [x] CHK011 The tasks include explicit coverage for family assembly, arrival/return continuity, latest-published-review preference versus workspace fallback, duplicate-truth prevention, and read-only review integrity on the specialist pages.
+- [x] CHK012 The checklist records the active review outcome class and workflow outcome instead of leaving readiness implicit.
+
+## Readiness Outcome
+
+- [x] CHK013 The package is ready for implementation only if analysis confirms that the scope remains bounded to existing governance, findings, monitoring, and review seams and that `CustomerReviewWorkspace` stays read-only.
+- [x] CHK014 The package explicitly preserves the no-new-Graph-call, no-queue, no-`OperationRun`, and no-new-audit-stream constraints for this slice.
+- [x] CHK015 Any broader dashboard-entry, cross-tenant, or workflow-engine follow-up is listed separately rather than hidden inside this slice.

specs/257-governance-decision-convergence/plan.md

@@ -0,0 +1,254 @@
+# Implementation Plan: Governance Decision Surface Convergence v1
+
+**Branch**: `257-governance-decision-convergence` | **Date**: 2026-04-29 | **Spec**: [spec.md](spec.md)
+**Input**: Feature specification from [spec.md](spec.md)
+
+## Summary
+
+Tighten TenantPilot's decision-first operating model by converging onto the existing `GovernanceInbox` as the canonical workspace decision home, extending it with the still-missing finding-exceptions lane, and aligning the specialist findings, exceptions, and customer-review pages behind one truthful arrival and return model. The slice is intentionally read-only and reuses existing page, builder, and navigation seams instead of adding a new page shell, workflow state, or task engine.
+
+Filament remains on Livewire v4, no panel-provider registration changes are required (`apps/platform/bootstrap/providers.php` remains authoritative), no globally searchable resource is added, and no new asset bundle is expected.
+
+## Technical Context
+
+**Language/Version**: PHP 8.4, Laravel 12  
+**Primary Dependencies**: Filament v5, Livewire v4, Pest v4, existing governance inbox and navigation helpers  
+**Storage**: PostgreSQL via existing findings, finding-exceptions, reviews, packs, alerts, and operation-run truth only  
+**Testing**: Pest v4 `Unit` plus `Feature` coverage  
+**Validation Lanes**: fast-feedback, confidence  
+**Target Platform**: Laravel monolith in `apps/platform`, admin panel only (`/admin`)  
+**Project Type**: Web application (Laravel monolith with Filament pages)  
+**Performance Goals**: derived DB-only page rendering, no new remote calls, and no queue or `OperationRun` start in v1  
+**Constraints**: no new persistence, no new page shell, no new mutation lane, no customer portal scope, no duplicate truth across equal-priority cards  
+**Scale/Scope**: 1 existing canonical page, 4 specialist page classes plus their Blade views, and 1 bounded section-builder extension
+
+## Likely Affected Repo Surfaces
+
+- `apps/platform/app/Filament/Pages/Governance/GovernanceInbox.php`
+- `apps/platform/app/Support/GovernanceInbox/GovernanceInboxSectionBuilder.php`
+- `apps/platform/resources/views/filament/pages/governance/governance-inbox.blade.php`
+- `apps/platform/app/Filament/Pages/Findings/MyFindingsInbox.php`
+- `apps/platform/resources/views/filament/pages/findings/my-findings-inbox.blade.php`
+- `apps/platform/app/Filament/Pages/Findings/FindingsIntakeQueue.php`
+- `apps/platform/resources/views/filament/pages/findings/findings-intake-queue.blade.php`
+- `apps/platform/app/Filament/Pages/Monitoring/FindingExceptionsQueue.php`
+- `apps/platform/resources/views/filament/pages/monitoring/finding-exceptions-queue.blade.php`
+- `apps/platform/app/Filament/Pages/Reviews/CustomerReviewWorkspace.php`
+- `apps/platform/resources/views/filament/pages/reviews/customer-review-workspace.blade.php`
+- `apps/platform/app/Support/Navigation/CanonicalNavigationContext.php`
+- `apps/platform/app/Support/OperateHub/OperateHubShell.php`
+- `apps/platform/app/Support/Badges/BadgeRenderer.php`
+
+## UI / Filament & Livewire Fit
+
+- Reuse the existing `GovernanceInbox` Filament page instead of introducing a new page class or a utility shell.
+- Keep the governance home as a section-based read-only page. Add one derived exception lane and adjust review-consumption handoff copy and arrival context, but keep diagnostics and proof on the existing specialist or detail routes.
+- Preserve specialist-page ownership. `MyFindingsInbox`, `FindingsIntakeQueue`, `FindingExceptionsQueue`, and `CustomerReviewWorkspace` remain the pages where lane-specific truth and existing safe actions live.
+- Any state that must survive navigation or Livewire requests stays on public, query-backed, or existing session-backed state. Do not move convergence state into private page properties.
+- No new resource, global-search result, or panel asset registration is planned.
+
+## RBAC / Policy Fit
+
+- Workspace membership remains the first gate for the governance home and all converged routes.
+- Findings lanes continue to reuse `Capabilities::TENANT_FINDINGS_VIEW`; existing inline safe actions such as claim remain on the owning specialist pages and continue to require their existing capabilities such as `Capabilities::TENANT_FINDINGS_ASSIGN`.
+- The exception lane must reuse the existing `FindingExceptionsQueue` visibility contract based on `Capabilities::FINDING_EXCEPTION_APPROVE` rather than inventing a second exception-view capability.
+- The review-consumption handoff must reuse the current review and review-pack access rules instead of adding a new customer-review-workspace capability family.
+- `404` applies to non-members and out-of-scope tenant targets. `403` applies only to in-scope members who still cannot see any converged family.
+
+## Audit / Logging Fit
+
+- The convergence layer stays read-only and should not add a new page-view audit stream.
+- Existing mutations and downloads remain audited on their current owning surfaces.
+- No new `OperationRun`, notification stream, or navigation-event ledger is required.
+
+## Data & Query Fit
+
+- Extend `GovernanceInboxSectionBuilder` rather than creating a new persistence or projection layer.
+- The new exception lane must derive from existing `FindingException` truth and the current queue semantics, not from a copied workflow summary.
+- Review-consumption handoff should keep using the current latest-published-review vs customer-review-workspace fallback logic.
+- Family counts, previews, and empty-state decisions must be computed only after tenant and capability filtering, so hidden tenants and hidden lanes do not leak through aggregate counts.
+- Keep any new family key local to the page and builder; do not introduce a new domain enum or persisted state family.
+
+## UI / Surface Guardrail Plan
+
+- **Guardrail scope**: changed surfaces
+- **Native vs custom classification summary**: native Filament
+- **Shared-family relevance**: governance decision home, specialist queues, customer-review routing, navigation continuity
+- **State layers in scope**: page, URL-query, table/session restore
+- **Audience modes in scope**: operator-MSP, customer-read-only on the existing review workspace
+- **Decision/diagnostic/raw hierarchy plan**: decision-first on the governance home, diagnostics-second on specialist pages, raw/support detail remains on existing detail paths only
+- **Raw/support gating plan**: hidden by default on the governance home; existing gating remains on source/detail surfaces
+- **One-primary-action / duplicate-truth control**: governance home keeps one dominant CTA per section; specialist pages keep their existing lane-owned primary action and must not duplicate the governance-home summary
+- **Handling modes by drift class or surface**: review-mandatory
+- **Repository-signal treatment**: review-mandatory
+- **Special surface test profiles**: global-context-shell
+- **Required tests or manual smoke**: functional-core, state-contract
+- **Exception path and spread control**: none planned
+- **Active feature PR close-out entry**: Guardrail / Smoke Coverage
+
+## Shared Pattern & System Fit
+
+- **Cross-cutting feature marker**: yes
+- **Systems touched**: `GovernanceInbox`, `GovernanceInboxSectionBuilder`, `CanonicalNavigationContext`, `OperateHubShell`, `BadgeRenderer`, and the specialist findings, exception, and review pages listed above
+- **Shared abstractions reused**: `GovernanceInboxSectionBuilder`, `CanonicalNavigationContext`, `OperateHubShell`, `BadgeRenderer`, and existing source-page action-surface declarations
+- **New abstraction introduced? why?**: at most one bounded convergence helper for arrival and return semantics if the existing navigation-context helper needs a thin extension; no new framework or registry is justified
+- **Why the existing abstraction was sufficient or insufficient**: existing abstractions are sufficient for page ownership and current routing, but not yet sufficient to make the governance home the single truthful start surface across the missing exception and review-consumption lanes
+- **Bounded deviation / spread control**: no new shell or workflow engine; all implementation stays inside existing governance, findings, monitoring, reviews, and navigation seams
+
+## OperationRun UX Impact
+
+- **Touches OperationRun start/completion/link UX?**: no new `OperationRun` contract change
+- **Central contract reused**: the already-existing stale-operations deep-link behavior remains unchanged
+- **Delegated UX behaviors**: `N/A`
+- **Surface-owned behavior kept local**: the governance home continues to list stale operations through the existing family, but this spec does not change that family's start or completion semantics
+- **Queued DB-notification policy**: `N/A`
+- **Terminal notification path**: `N/A`
+- **Exception path**: none
+
+## Provider Boundary & Portability Fit
+
+- **Shared provider/platform boundary touched?**: no
+- **Provider-owned seams**: `N/A`
+- **Platform-core seams**: existing governance and navigation vocabulary only
+- **Neutral platform terms / contracts preserved**: `Governance inbox`, `finding exceptions`, `customer review workspace`, `Open lane`, and `Back to governance inbox`
+- **Retained provider-specific semantics and why**: none new
+- **Bounded extraction or follow-up path**: `N/A`
+
+## Constitution Check
+
+*GATE: Must pass before implementation preparation continues.*
+
+- Inventory-first: PASS. All sections remain derived from existing findings, exceptions, reviews, alerts, and operation-run truth.
+- Read/write separation: PASS. The convergence layer remains read-only and keeps mutations on existing source surfaces.
+- Graph contract path: PASS. No new Graph or provider calls are introduced.
+- Deterministic capabilities: PASS. Existing capability registries remain authoritative.
+- Workspace and tenant isolation: PASS. Workspace membership remains first, and tenant/family omission happens before counts are exposed.
+- RBAC-UX plane separation: PASS. Everything stays in `/admin`; no `/system` expansion.
+- Destructive action discipline: PASS by non-use. No new destructive or risky actions are introduced.
+- Global search: PASS. No new resource or search result is added.
+- OperationRun / Ops-UX: PASS by non-use. No new run start or completion behavior exists.
+- Data minimization: PASS. Default-visible content stays limited to family summaries, lane scope, and next action.
+- Test governance: PASS. Proof remains in focused `Unit` and `Feature` lanes.
+- Proportionality / no premature abstraction: PASS. The design extends an existing page and builder instead of introducing a new shell or engine.
+- Persisted truth: PASS. No new table, artifact, or cached projection is introduced.
+- Behavioral state: PASS. Any additional family key remains derived page state only.
+- Shared pattern first / UI semantics / Filament-native UI: PASS. Existing page and navigation patterns are extended rather than bypassed.
+- Provider boundary: PASS. No provider/platform seam widens.
+- Filament/Laravel panel safety: PASS. Filament v5 stays on Livewire v4, provider registration remains in `apps/platform/bootstrap/providers.php`, and no new assets are planned.
+
+**Gate evaluation**: PASS.
+
+## Test Governance Check
+
+- **Test purpose / classification by changed surface**: `Unit` for section assembly and convergence routing, `Feature` for page visibility, family omission, and navigation continuity
+- **Affected validation lanes**: fast-feedback, confidence
+- **Why this lane mix is the narrowest sufficient proof**: unit coverage proves derived-family assembly cheaply; feature coverage proves route access, family omission, tenant-prefilter continuity, and duplicate-truth prevention on existing pages
+- **Narrowest proving command(s)**:
+  - `export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail artisan test --compact tests/Unit/Support/GovernanceInbox/GovernanceInboxSectionBuilderTest.php`
+  - `export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail artisan test --compact tests/Feature/Governance/GovernanceInboxPageTest.php`
+  - `export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail artisan test --compact tests/Feature/Governance/GovernanceInboxNavigationContextConvergenceTest.php`
+  - `export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail artisan test --compact tests/Feature/Monitoring/FindingExceptionsQueueNavigationContextTest.php`
+  - `export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail artisan test --compact tests/Feature/Reviews/CustomerReviewWorkspaceNavigationContextTest.php`
+- **Fixture / helper / factory / seed / context cost risks**: moderate; reuse existing workspace, tenant, finding, exception, and review fixtures without widening into browser or heavy-governance families
+- **Expensive defaults or shared helper growth introduced?**: no
+- **Heavy-family additions, promotions, or visibility changes**: none
+- **Surface-class relief / special coverage rule**: `global-context-shell` coverage is required because return context and tenant-filter continuity are part of the contract
+- **Closing validation and reviewer handoff**: rerun the focused commands above, verify the governance home stays read-only, and confirm specialist surfaces preserve lane-specific truth without duplicating the workspace summary
+- **Budget / baseline / trend follow-up**: none expected beyond a small feature-local increase
+- **Review-stop questions**: lane fit, hidden fixture growth, accidental new shell, accidental new mutation lane, hidden leakage through counts
+- **Escalation path**: `document-in-feature` for contained navigation-context notes; `reject-or-split` for any new shell or workflow-engine drift
+- **Active feature PR close-out entry**: Guardrail / Smoke Coverage
+- **Test-governance outcome**: keep
+- **Why no dedicated follow-up spec is needed**: the bounded convergence work remains feature-local unless future work demands a broader dashboard or portfolio action-center spec
+
+## Rollout & Risk Controls
+
+- Keep the governance inbox as the only primary start surface touched by this slice.
+- Keep all specialist mutations on their existing pages.
+- Do not widen the exception or review lane into new workflow state.
+- Prefer extending the current section builder and navigation helper over adding a new orchestrator.
+- Treat any attempt to add a second workspace summary banner on the specialist pages as out-of-scope drift.
+
+## Project Structure
+
+### Documentation (this feature)
+
+```text
+specs/257-governance-decision-convergence/
+├── checklists/
+│   └── requirements.md
+├── spec.md
+├── plan.md
+└── tasks.md
+```
+
+This preparation package intentionally stays on the core artifacts plus the review checklist. The repo truth is already known, the slice adds no new persistence or external contract, and no extra research/data-model/contracts package is required to make the implementation bounded.
+
+### Source Code (repository root)
+
+```text
+apps/platform/
+├── app/
+│   ├── Filament/Pages/
+│   │   ├── Findings/
+│   │   │   ├── MyFindingsInbox.php
+│   │   │   └── FindingsIntakeQueue.php
+│   │   ├── Governance/
+│   │   │   └── GovernanceInbox.php
+│   │   ├── Monitoring/
+│   │   │   └── FindingExceptionsQueue.php
+│   │   └── Reviews/
+│   │       └── CustomerReviewWorkspace.php
+│   └── Support/
+│       ├── GovernanceInbox/
+│       │   └── GovernanceInboxSectionBuilder.php
+│       ├── Navigation/
+│       │   └── CanonicalNavigationContext.php
+│       └── OperateHub/
+│           └── OperateHubShell.php
+└── resources/views/filament/pages/
+    ├── findings/
+    │   ├── my-findings-inbox.blade.php
+    │   └── findings-intake-queue.blade.php
+    ├── governance/
+    │   └── governance-inbox.blade.php
+    ├── monitoring/
+    │   └── finding-exceptions-queue.blade.php
+    └── reviews/
+        └── customer-review-workspace.blade.php
+```
+
+## Complexity Tracking
+
+| Violation | Why Needed | Simpler Alternative Rejected Because |
+|-----------|------------|-------------------------------------|
+| One additional derived family in `GovernanceInboxSectionBuilder` | the exception lane still sits outside the canonical decision home | leaving exceptions on a standalone specialist page keeps the current fragmented start state |
+| One bounded convergence contract for arrival and return context | specialist pages need a truthful way back to the same governance scope | page-local ad hoc back links would drift across surfaces and duplicate navigation logic |
+
+## Proportionality Review
+
+- **Current operator problem**: operators still have to decide between several repo-real specialist surfaces before they can begin work.
+- **Existing structure is insufficient because**: the current governance home does not yet own all high-signal lanes and the specialist pages do not clearly behave as secondary contexts.
+- **Narrowest correct implementation**: extend the existing governance inbox and navigation continuity instead of adding a new shell or persisted workflow engine.
+- **Ownership cost created**: maintain one more derived family, one bounded convergence helper, and focused tests.
+- **Alternative intentionally rejected**: a new action-center page or persisted cross-family work queue was rejected as unnecessary structure for current-release truth.
+- **Release truth**: current-release workflow compression.
+
+## Implementation Strategy
+
+### Suggested MVP Scope
+
+MVP = **User Story 1 + User Story 2 together**. The convergence slice only becomes meaningful once the governance home shows the missing lanes and the specialist surfaces preserve truthful return context.
+
+### Incremental Delivery
+
+1. Extend the governance inbox family assembly and page rendering.
+2. Add convergence-aware arrival and return semantics on the specialist pages.
+3. Tighten duplicate-truth prevention and calm secondary-context copy.
+4. Finish with focused validation and formatting.
+
+### Team Strategy
+
+1. Settle the governance inbox family extension and navigation-context contract first.
+2. Parallelize unit coverage for builder behavior and feature coverage for navigation continuity.
+3. Serialize merges around the shared governance inbox and specialist page views so the decision-home language stays coherent.

specs/257-governance-decision-convergence/spec.md

@@ -0,0 +1,320 @@
+# Feature Specification: Governance Decision Surface Convergence v1
+
+**Feature Branch**: `257-governance-decision-convergence`  
+**Created**: 2026-04-29  
+**Status**: Ready for implementation  
+**Input**: User description: "Prepare the roadmap-fit Decision-Based Operating Foundations slice as Governance Decision Surface Convergence: use the existing governance inbox as the canonical workspace decision home, converge the still-missing exception and customer-review decision lanes, and keep the work read-only, repo-grounded, and free of new workflow state."
+
+## Spec Candidate Check *(mandatory - SPEC-GATE-001)*
+
+- **Problem**: TenantPilot already has multiple repo-real decision surfaces such as `MyFindingsInbox`, `FindingsIntakeQueue`, `GovernanceInbox`, `FindingExceptionsQueue`, and `CustomerReviewWorkspace`, but operators still have to decide where to start by hopping between specialist pages.
+- **Today's failure**: The product has a decision-first foundation, but it still lacks one clearly dominant workspace decision home that converges the open exception lane and the customer-review follow-up lane into the same calm operating model.
+- **User-visible improvement**: An authorized workspace operator lands on one canonical governance home, sees the remaining high-signal lanes in one place, and can open a specialized surface with preserved context and a truthful return path instead of reconstructing the workflow manually.
+- **Smallest enterprise-capable version**: Reuse the existing `/admin/governance/inbox` page as the canonical decision home, extend it with a derived `finding_exceptions` family from existing queue truth, make customer-review follow-up handoff explicit through existing review workspace surfaces, and align `My Findings`, `Findings intake`, `Finding exceptions`, and `Customer Review Workspace` behind shared arrival and return context. No new page shell, no new persistence, and no new mutation lane ship in this slice.
+- **Explicit non-goals**: No new portal or dashboard shell, no new persisted inbox item or task state, no new assign/claim/approve/review mutations on the convergence surface, no cross-tenant compare or promotion work, no customer-facing portfolio board, no AI prioritization, and no generic workflow framework.
+- **Permanent complexity imported**: One bounded family extension inside the existing governance inbox assembly path, one small convergence contract for arrival and return context across existing pages, and focused unit plus feature coverage.
+- **Why now**: `docs/product/roadmap.md` still has an open `Decision-Based Operating Foundations` lane, while `docs/product/implementation-ledger.md` identifies decision-surface fragmentation as the highest unspecced operator workflow gap after already-specced compare, commercial, and cleanup packages are removed from the queue.
+- **Why not local**: Extending only `FindingExceptionsQueue` or only `CustomerReviewWorkspace` would keep the current start-state ambiguity intact and would not establish a single truthful operator entry point.
+- **Approval class**: Workflow Compression
+- **Red flags triggered**: One multi-surface convergence flag and one derived-family-extension flag. Defense: the slice extends existing pages and builders, introduces no new persistence, and keeps all workflow state on the existing source surfaces.
+- **Score**: Nutzen: 2 | Dringlichkeit: 2 | Scope: 2 | Komplexitaet: 1 | Produktnaehe: 2 | Wiederverwendung: 2 | **Gesamt: 11/12**
+- **Decision**: approve
+
+## Spec Scope Fields *(mandatory)*
+
+- **Scope**: canonical-view
+- **Primary Routes**:
+  - existing canonical workspace route `/admin/governance/inbox`
+  - existing `/admin/findings/my-work`
+  - existing `/admin/findings/intake`
+  - existing `/admin/finding-exceptions/queue`
+  - existing `/admin/reviews/workspace`
+  - existing tenant-scoped finding and review detail routes as drill-through targets only
+- **Data Ownership**:
+  - `Finding`, `FindingException`, `TenantTriageReview`, `TenantReview`, `ReviewPack`, `AlertDelivery`, and `OperationRun` remain the only persisted truth for their respective families
+  - the convergence layer remains derived from the existing `GovernanceInbox` page and supporting builders; it introduces no new inbox-item table, cache, mirror entity, or workflow state
+  - no new review, exception, or decision summary persistence is introduced
+- **RBAC**:
+  - workspace membership remains the first boundary for the canonical decision home and all converged launches
+  - non-members and explicit out-of-scope tenant filters remain `404` deny-as-not-found boundaries
+  - in-scope members who can access none of the converged families receive `403`, not a silent empty shell
+  - findings lanes continue to reuse `Capabilities::TENANT_FINDINGS_VIEW` and keep claim or assignment semantics on their existing pages, including `Capabilities::TENANT_FINDINGS_ASSIGN`
+  - the exception lane reuses the existing `FindingExceptionsQueue` visibility contract based on `Capabilities::FINDING_EXCEPTION_APPROVE`; this slice must not introduce a second exception capability family
+  - customer-review follow-up and review-pack handoff continue to reuse existing review and pack visibility checks; this slice must not introduce a new review-workspace capability family
+  - the convergence surface stays read-only; all mutations remain enforced on their existing source pages and actions
+
+For canonical-view specs, the spec MUST define:
+
+- **Default filter behavior when tenant-context is active**: When launched from a tenant-scoped or tenant-prefiltered specialist page, the governance inbox prefilters to that tenant and, when relevant, to the originating family. Clearing filters returns to the workspace-wide decision home instead of preserving a local specialist scope forever.
+- **Explicit entitlement checks preventing cross-tenant leakage**: Broad workspace listings silently omit inaccessible tenants and hidden families from counts, labels, and previews. Explicit tenant or record targets outside visible scope resolve as not found and do not leak family counts or presence hints.
+
+## Cross-Cutting / Shared Pattern Reuse *(mandatory when the feature touches notifications, status messaging, action links, header actions, dashboard signals/cards, alerts, navigation entry points, evidence/report viewers, or any other existing shared operator interaction family; otherwise write `N/A - no shared interaction family touched`)*
+
+- **Cross-cutting feature?**: yes
+- **Interaction class(es)**: navigation entry points, decision-home section summaries, action links, queue empty states, back-link continuity, and badge or status reuse
+- **Systems touched**: `GovernanceInbox`, `GovernanceInboxSectionBuilder`, `MyFindingsInbox`, `FindingsIntakeQueue`, `FindingExceptionsQueue`, `CustomerReviewWorkspace`, `CanonicalNavigationContext`, `OperateHubShell`, `BadgeRenderer`, and existing action-surface declarations on those pages
+- **Existing pattern(s) to extend**: the existing governance inbox route and section builder, tenant-prefilter state handling, canonical navigation context, calm empty-state copy on specialist pages, and existing read-first decision surfaces
+- **Shared contract / presenter / builder / renderer to reuse**: `GovernanceInboxSectionBuilder`, `CanonicalNavigationContext`, `OperateHubShell`, `BadgeRenderer`, `ActionSurfaceDeclaration`, and existing source-page capability guards
+- **Why the existing shared path is sufficient or insufficient**: the existing source pages already own the truth and the current governance inbox already owns the canonical route, but the current convergence is insufficient because finding exceptions and explicit customer-review decision continuity still sit outside the calm default operating model
+- **Allowed deviation and why**: none. The slice should extend the existing governance inbox and source pages instead of introducing a second convergence shell or a generic task framework.
+- **Consistency impact**: `Governance inbox`, `Open my findings`, `Open findings intake`, `Open finding exceptions`, `Open customer review workspace`, and `Back to governance inbox` language must stay consistent across section copy, specialist page affordances, and empty-state recovery actions.
+- **Review focus**: reviewers must block any implementation that creates a new standalone convergence page, adds local specialist mutations to the governance home, or duplicates specialist proof content on the decision surface.
+
+## OperationRun UX Impact *(mandatory when the feature creates, queues, deduplicates, resumes, blocks, completes, or deep-links to an `OperationRun`; otherwise write `N/A - no OperationRun start or link semantics touched`)*
+
+- **Touches OperationRun start/completion/link UX?**: no new `OperationRun` start or completion behavior is introduced
+- **Shared OperationRun UX contract/layer reused**: existing deep-link-only behavior on the already-present stale-operations family remains unchanged
+- **Delegated start/completion UX behaviors**: `N/A`
+- **Local surface-owned behavior that remains**: the governance home still decides whether the existing stale-operations section is shown, but this spec does not widen or redefine that contract
+- **Queued DB-notification policy**: `N/A`
+- **Terminal notification path**: `N/A`
+- **Exception required?**: none
+
+## Provider Boundary / Platform Core Check *(mandatory when the feature changes shared provider/platform seams, identity scope, governed-subject taxonomy, compare strategy selection, provider connection descriptors, or operator vocabulary that may leak provider-specific semantics into platform-core truth; otherwise write `N/A - no shared provider/platform boundary touched`)*
+
+N/A - no new provider or platform-core boundary is widened. This slice only converges existing operator-facing decision surfaces.
+
+## UI / Surface Guardrail Impact *(mandatory when operator-facing surfaces are changed; otherwise write `N/A`)*
+
+| Surface / Change | Operator-facing surface change? | Native vs Custom | Shared-Family Relevance | State Layers Touched | Exception Needed? | Low-Impact / `N/A` Note |
+|---|---|---|---|---|---|---|
+| Governance inbox page | yes | Native Filament page plus existing section builder | decision-home summaries, navigation entry points, badge reuse | page, URL-query, derived family state | no | Existing canonical route remains authoritative; no new shell is added |
+| Findings and exception specialist queues (`MyFindingsInbox`, `FindingsIntakeQueue`, `FindingExceptionsQueue`) | yes | Native Filament pages | arrival context, return continuity, calm secondary-context copy | page, URL-query, table/session filter restore | no | Remain specialized secondary-context surfaces; no workflow ownership moves here |
+| Customer review workspace | yes | Native Filament page | review-follow-up handoff, return continuity, calm read-only context | page, URL-query, table/session filter restore | no | Remains the review-consumption surface, not a second governance home |
+
+## Decision-First Surface Role *(mandatory when operator-facing surfaces are changed)*
+
+| Surface | Decision Role | Human-in-the-loop Moment | Immediately Visible for First Decision | On-Demand Detail / Evidence | Why This Is Primary or Why Not | Workflow Alignment | Attention-load Reduction |
+|---|---|---|---|---|---|---|---|
+| Governance inbox page | Primary Decision Surface | Operator decides which lane to open next across findings, exceptions, stale operations, alert failures, and review follow-up | visible family counts, top blockers, tenant scope, and one dominant next action per section | specialist queue details, review detail, alert detail, and finding detail after explicit open | Primary because it becomes the single workspace start surface instead of one of several competing starts | Aligns the product with the roadmap's decision-first operating direction | Reduces page hopping before the first action |
+| Findings and exception specialist queues | Secondary Context | Operator acts inside the chosen lane after the first decision is already made | lane-specific list rows, current tenant scope, and one existing safe next action | record detail, due context, approval context, and deeper diagnostics on existing detail surfaces | Secondary because the lane is chosen at the governance home, not discovered here first | Keeps specialist work inside the existing pages without making them compete as starts | Removes the need to re-evaluate the whole workspace after every lane jump |
+| Customer review workspace | Secondary Context | Operator verifies the latest customer-safe review state after a governance or review-follow-up cue | latest published review outcome, pack availability, and read-only summary | full review detail and pack download after explicit open | Secondary because it remains a read-only review-consumption surface entered from a governance cue | Preserves the customer-safe review workflow while fitting into the same decision hierarchy | Prevents the review workspace from becoming a competing attention home |
+
+## Audience-Aware Disclosure *(mandatory when operator-facing surfaces are changed)*
+
+| Surface | Audience Modes In Scope | Decision-First Default-Visible Content | Operator Diagnostics | Support / Raw Evidence | One Dominant Next Action | Hidden / Gated By Default | Duplicate-Truth Prevention |
+|---|---|---|---|---|---|---|---|
+| Governance inbox page | operator-MSP | family summary, tenant scope, top blockers, and section CTA | diagnostics stay on the specialist pages | raw payloads and debug detail stay on existing source pages only | `Open attention lane` | raw detail is never rendered on the decision home | the page states the current blocker once and sends the operator to the owning surface for proof |
+| Findings and exception specialist queues | operator-MSP | lane-specific queue rows, due cues, status, and existing next action | specialist diagnostics and record detail remain available on existing routes | raw/support detail stays behind existing record detail affordances | existing lane-owned action only | any broad workspace summary stays off the specialist pages | specialist pages do not restate the workspace decision-home summary |
+| Customer review workspace | operator-MSP, customer-read-only | latest customer-safe review status, pack availability, and read-only summary | deeper review diagnostics stay on review detail | raw JSON, provider payloads, and internal support evidence remain hidden or gated on existing detail/download paths | `Open latest review` | support-only raw evidence stays off the workspace surface | review workspace states review truth once and relies on review detail for proof |
+
+## UI/UX Surface Classification *(mandatory when operator-facing surfaces are changed)*
+
+| Surface | Action Surface Class | Surface Type | Likely Next Operator Action | Primary Inspect/Open Model | Row Click | Secondary Actions Placement | Destructive Actions Placement | Canonical Collection Route | Canonical Detail Route | Scope Signals | Canonical Noun | Critical Truth Visible by Default | Exception Type / Justification |
+|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
+| Governance inbox page | Utility / Workspace Decision | Read-only workflow hub | Open the correct existing lane | explicit section CTA or preview-entry CTA | forbidden | section footer links and preview-entry links only | none | `/admin/governance/inbox` | existing specialist routes only | active workspace, optional tenant and family filter | Governance inbox | which lane needs attention now | none |
+| Findings and exception specialist queues | List / Table / Read-only decision queue | Specialist queue | Open the owning record or use the existing inline safe shortcut | row click and existing specialist inspect path | required | existing lane-owned actions only | existing grouped destructive or risky actions remain on owning detail surfaces | `/admin/findings/my-work`, `/admin/findings/intake`, `/admin/finding-exceptions/queue` | existing finding or exception detail routes | tenant filter, queue view, queue-specific states | Findings / Finding exceptions | lane-specific actionable truth only | none |
+| Customer review workspace | List / Table / Read-only workspace report | Read-only review consumption | Open the latest published review | clickable row to latest review or explicit download/open action | required | existing read-only actions only | none | `/admin/reviews/workspace` | existing tenant review detail route | tenant filter and review availability | Customer review workspace | latest published review state and pack availability | none |
+
+## Operator Surface Contract *(mandatory when operator-facing surfaces are changed)*
+
+| Surface | Primary Persona | Decision / Operator Action Supported | Surface Type | Primary Operator Question | Default-visible Information | Diagnostics-only Information | Status Dimensions Used | Mutation Scope | Primary Actions | Dangerous Actions |
+|---|---|---|---|---|---|---|---|---|---|---|
+| Governance inbox page | Workspace operator / MSP operator | Decide which governance lane to open next | Workspace decision hub | What needs attention now across my visible governance lanes? | family counts, top blockers, tenant scope, and section CTA | diagnostics remain on specialist pages | lane urgency, lane ownership, tenant scope | none | Open lane | none |
+| Findings and exception specialist queues | Workspace operator / MSP operator | Work inside a chosen findings or exception lane | Specialist queue | What in this chosen lane needs action first? | queue rows, due or review cues, owner/assignee context, and current filter state | full record detail and deep diagnostics remain on existing detail routes | workflow status, due/overdue state, review or approval state | existing lane-owned mutations only | inspect record or existing lane action | existing queue-owned risky actions only |
+| Customer review workspace | Workspace operator / readonly-capable tenant actor | Consume the latest review truth after a review-follow-up cue | Read-only review workspace | What is the latest published review state for this tenant? | latest review outcome, pack availability, and read-only summary | full review detail and pack detail after explicit open | review availability, review freshness, pack availability | none | Open latest review | none |
+
+## Proportionality Review *(mandatory when structural complexity is introduced)*
+
+- **New source of truth?**: no
+- **New persisted entity/table/artifact?**: no
+- **New abstraction?**: yes - one bounded convergence contract inside the existing governance inbox assembly and navigation-context seams
+- **New enum/state/reason family?**: no new persisted family; any added family key remains derived and page-scoped
+- **New cross-domain UI framework/taxonomy?**: no
+- **Current operator problem**: operators still start from multiple repo-real specialist surfaces even though the repo already has enough decision surfaces to support one calmer governance home
+- **Existing structure is insufficient because**: the current governance inbox does not yet own all remaining high-signal lanes and the specialist pages do not clearly behave as secondary contexts
+- **Narrowest correct implementation**: extend the existing governance inbox and current specialist pages with one more derived family and shared arrival/return semantics instead of creating a new shell or workflow engine
+- **Ownership cost**: maintain one more derived section and a small navigation-context convergence layer plus focused tests
+- **Alternative intentionally rejected**: a new global action center, persisted inbox-item table, and mutation-capable workflow engine were rejected as premature and structurally heavier than the current release truth requires
+- **Release truth**: current-release workflow compression, not future-release platform speculation
+
+### Compatibility posture
+
+This feature assumes a pre-production environment.
+
+Backward compatibility, legacy aliases, migration shims, historical fixtures, and compatibility-specific tests are out of scope unless explicitly required by this spec.
+
+Canonical extension of the existing governance inbox is preferred over adding a parallel decision surface.
+
+## Testing / Lane / Runtime Impact *(mandatory for runtime behavior changes)*
+
+- **Test purpose / classification**: Unit, Feature
+- **Validation lane(s)**: fast-feedback, confidence
+- **Why this classification and these lanes are sufficient**: unit coverage proves section assembly, family ordering, and convergence routing without Filament boot cost; focused feature coverage proves visibility, tenant-filter continuity, return context, and calm secondary-surface behavior on the existing pages
+- **New or expanded test families**: focused `Unit/Support/GovernanceInbox` coverage plus focused `Feature/Governance`, `Feature/Monitoring`, `Feature/Reviews`, and `Feature/Findings` convergence coverage
+- **Fixture / helper cost impact**: moderate; tests need workspace membership, visible and hidden tenants, findings, exceptions, review-follow-up states, and review-workspace fixtures, but should reuse existing factories and avoid browser or heavy-governance setup
+- **Heavy-family visibility / justification**: none
+- **Special surface test profile**: global-context-shell
+- **Standard-native relief or required special coverage**: special coverage is required for arrival/return context and duplicate-truth prevention across the specialist pages
+- **Reviewer handoff**: reviewers must confirm that the governance inbox remains the single start surface, counts omit inaccessible families, specialist pages keep one dominant action, and no new mutation lane or persistence appears
+- **Budget / baseline / trend impact**: low feature-local increase only
+- **Escalation needed**: none
+- **Active feature PR close-out entry**: Guardrail / Smoke Coverage
+- **Planned validation commands**:
+  - `export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail artisan test --compact tests/Unit/Support/GovernanceInbox/GovernanceInboxSectionBuilderTest.php`
+  - `export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail artisan test --compact tests/Feature/Governance/GovernanceInboxPageTest.php`
+  - `export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail artisan test --compact tests/Feature/Governance/GovernanceInboxNavigationContextConvergenceTest.php`
+  - `export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail artisan test --compact tests/Feature/Monitoring/FindingExceptionsQueueNavigationContextTest.php`
+  - `export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail artisan test --compact tests/Feature/Reviews/CustomerReviewWorkspaceNavigationContextTest.php`
+
+## Scope Boundaries
+
+### In Scope
+
+- reuse the existing `GovernanceInbox` page as the canonical workspace decision home
+- extend the governance inbox with a derived finding-exceptions family sourced from existing queue truth
+- make customer-review follow-up and customer-review-workspace handoff explicit within the same decision hierarchy
+- preserve tenant and family arrival context plus truthful return links between the governance home and `MyFindingsInbox`, `FindingsIntakeQueue`, `FindingExceptionsQueue`, and `CustomerReviewWorkspace`
+- keep specialist pages as calm secondary-context surfaces with no duplicate workspace-level blocker summary
+
+### Non-Goals
+
+- creating a new global action-center page or dashboard shell
+- replacing the existing specialist pages or moving their mutations to the governance home
+- adding a new persisted inbox item, queue state, or workflow engine
+- changing existing finding, exception, or review lifecycle semantics
+- cross-tenant compare, promotion, or portfolio execution work
+- customer-facing portfolio boards or AI-driven prioritization
+
+## Assumptions
+
+- the existing `GovernanceInboxSectionBuilder` can accept one more derived family without turning into a generic task engine
+- current `CanonicalNavigationContext` and tenant-prefilter handling are sufficient to preserve truthful return paths between the decision home and specialist pages
+- `CustomerReviewWorkspace` remains the correct read-only destination for customer-safe review consumption when a published review detail is not the better direct target
+
+## Risks
+
+- implementation could overreach and turn the governance home into a new task engine instead of a routing surface
+- the finding-exceptions family could leak hidden tenant hints if capability and tenant scoping are not applied before counts and previews are derived
+- specialist-page convergence could accidentally duplicate blocker language instead of keeping the decision summary on the governance home only
+
+## Follow-up Candidates
+
+- wider dashboard-entry convergence once the governance home proves adoption
+- portfolio-level decision convergence with cross-tenant compare after Spec 043 implementation
+- any mutation consolidation only after the read-only convergence hierarchy is proven and remains bounded
+
+## User Scenarios & Testing *(mandatory)*
+
+### User Story 1 - Use one canonical governance home (Priority: P1)
+
+As a workspace operator, I want one governance home that includes the still-missing exception and review-consumption lanes so I can decide where to work next without choosing between multiple start pages first.
+
+**Why this priority**: This is the smallest slice that completes the roadmap's decision-first operating direction without inventing new workflow state.
+
+**Independent Test**: Seed visible findings, finding exceptions, and review-follow-up states, open the governance inbox, and verify that the page shows the converged lanes with calm summaries and section CTAs.
+
+**Acceptance Scenarios**:
+
+1. **Given** the actor can see findings, finding exceptions, and review follow-up for the current workspace, **When** they open the governance inbox, **Then** the page shows those lanes in one canonical surface with one dominant action per section.
+2. **Given** the actor cannot see finding exceptions, **When** they open the governance inbox, **Then** the exception lane does not appear and no count or empty-state hint implies hidden work exists.
+3. **Given** the actor applies a tenant-prefilter that hides all current rows, **When** they open the governance inbox, **Then** the page explains that the tenant filter is hiding other visible attention instead of falsely implying the whole workspace is calm.
+
+---
+
+### User Story 2 - Move into a specialist lane and back without losing context (Priority: P1)
+
+As a workspace operator, I want to open a specialist queue or review workspace from the governance home and come back with the same tenant and family context so the governance home becomes my operating anchor instead of a one-off report.
+
+**Why this priority**: Convergence does not help if every lane jump loses the original decision context.
+
+**Independent Test**: Open the governance inbox with tenant and family filters, jump into a specialist page, and verify that the specialist page exposes a truthful return path back to the same governance scope.
+
+**Acceptance Scenarios**:
+
+1. **Given** the actor opens `My Findings` or `Findings intake` from the governance inbox, **When** the specialist queue loads, **Then** the existing queue keeps its specialist semantics while exposing a truthful return path to the governance inbox.
+2. **Given** the actor opens `Finding exceptions` from the governance inbox, **When** the queue loads, **Then** the queue preserves the arrival tenant context and does not become a competing workspace start surface.
+3. **Given** the actor opens `Customer Review Workspace` from a review-follow-up cue, **When** they inspect the review lane, **Then** the page stays read-only and preserves the governance-home return path.
+
+---
+
+### User Story 3 - Keep specialist surfaces calm and secondary (Priority: P2)
+
+As a workspace operator, I want specialist queues and the customer review workspace to keep their own lane truth without re-explaining the whole workspace blocker summary so each page stays focused on the action I already chose.
+
+**Why this priority**: Convergence should reduce attention load, not spread the same summary across more pages.
+
+**Independent Test**: Open the governance home and then each specialist surface, and verify that the specialist page keeps its lane-specific content while the workspace-level blocker summary remains on the governance home.
+
+**Acceptance Scenarios**:
+
+1. **Given** the actor opens a specialist queue from the governance home, **When** the specialist page renders, **Then** it shows only lane-specific actionable truth and not a duplicated workspace summary banner.
+2. **Given** the actor opens the customer review workspace from a review-follow-up cue, **When** the page renders, **Then** it shows customer-safe review truth and not a second governance-home summary card.
+
+### Edge Cases
+
+- the actor can access the governance inbox but none of the converged specialist families
+- the requested tenant filter is outside the actor's visible scope
+- the same tenant has findings, exceptions, and review follow-up at once, but the governance home must still avoid duplicating the same blocker explanation across sections
+- review follow-up exists for a tenant without a currently published review, requiring the fallback customer-review-workspace destination
+- the selected tenant is calm for exceptions but not for other families, so the empty-state message must be truthful about what the filter is hiding
+
+## Requirements *(mandatory)*
+
+### Functional Requirements
+
+- **FR-257-001 Canonical decision home**: The system MUST treat the existing `/admin/governance/inbox` page as the canonical workspace decision home for operator-facing governance attention.
+- **FR-257-002 Exception-family convergence**: The governance inbox MUST derive a `finding_exceptions` family from existing `FindingExceptionsQueue` truth and render it without adding a new persisted inbox item or queue-state layer.
+- **FR-257-003 Review-consumption handoff**: Review-follow-up cues on the governance inbox MUST route into the existing review-consumption surfaces, using the latest published review when available and the existing customer review workspace when it is the truthful fallback.
+- **FR-257-004 Arrival and return continuity**: Launching `My Findings`, `Findings intake`, `Finding exceptions`, or `Customer Review Workspace` from the governance inbox MUST preserve truthful arrival and return context for the current tenant and family scope.
+- **FR-257-005 Secondary-surface discipline**: Specialist queues and the customer review workspace MUST remain secondary-context surfaces and MUST NOT become competing workspace start surfaces through duplicated workspace summary banners or second primary CTAs.
+- **FR-257-006 Visibility and omission semantics**: Family counts, section previews, and empty states MUST be derived only from tenants and families the actor can already see through existing capability and entitlement checks.
+- **FR-257-007 Authorization semantics**: Non-members and out-of-scope tenant targets MUST resolve as `404`, while in-scope members who lack visibility to every converged family MUST receive `403`.
+- **FR-257-008 No new workflow truth**: The slice MUST NOT add a new inbox-item table, a persisted convergence state, or a new cross-family mutation contract.
+- **FR-257-009 Source-surface ownership**: Claim, assignment, approval, review, and pack-download behaviors MUST remain on their existing source surfaces and continue to enforce their existing capabilities there.
+- **FR-257-010 Decision-first disclosure**: The governance inbox MUST show summary and next-action content only; raw payloads, review evidence, and specialist diagnostics MUST remain on the owning specialist or detail surfaces.
+- **FR-257-011 Duplicate-truth prevention**: The governance inbox and the specialist surfaces MUST NOT restate the same workspace-level blocker or next-action summary as equal-priority content.
+- **FR-257-012 Read-only review integrity**: The customer review workspace remains read-only in this slice and MUST NOT gain operator-only mutation controls through convergence work.
+
+### Non-Functional Requirements
+
+- **NFR-257-001**: The convergence layer remains DB-only and derived from existing persisted truth; it MUST NOT add Graph calls, remote calls, queues, or `OperationRun` creation.
+- **NFR-257-002**: The slice MUST reuse existing Filament and shared UI primitives before any local UI framework or semantic layer is introduced.
+- **NFR-257-003**: The feature MUST stay within focused `Unit` and `Feature` lanes only; browser or heavy-governance coverage is out of scope unless implementation proves a specific need.
+
+### UX Requirements
+
+- **UXR-257-001**: The governance inbox remains the one dominant start surface for the converged lanes.
+- **UXR-257-002**: Each affected surface has exactly one dominant next action visible by default.
+- **UXR-257-003**: Specialist surfaces keep lane-specific truth only and rely on explicit return links for workspace context.
+
+### RBAC / Security Requirements
+
+- **RBR-257-001**: The slice MUST reuse existing capability registries and MUST NOT introduce raw capability strings or role-name checks.
+- **RBR-257-002**: Tenant-filter and family-filter state MUST NOT leak inaccessible tenant or family hints through counts, labels, or empty-state copy.
+
+### Auditability / Observability Requirements
+
+- **AOR-257-001**: The slice MUST NOT create a new page-view audit stream; existing audit ownership remains on the existing source-surface mutations and downloads.
+- **AOR-257-002**: Any convergence-specific navigation or UI state remains derived and inspectable through tests rather than new runtime logging.
+
+### Data / Truth-Source Requirements
+
+- **DTR-257-001**: `Finding`, `FindingException`, `TenantTriageReview`, `TenantReview`, `ReviewPack`, `AlertDelivery`, and `OperationRun` remain the only source truth inputs for the decision home.
+- **DTR-257-002**: Any added convergence family key remains derived page state, not persisted domain truth.
+
+## Out of Scope
+
+- new persistence or workflow-state layers
+- new operator mutations on the governance home
+- cross-tenant compare or promotion work
+- customer-facing portfolio boards or customer portal changes
+- AI prioritization or recommendation logic
+
+## Acceptance Criteria
+
+- the selected operator can open one canonical governance home that includes the missing exception lane and truthful review-consumption handoff without seeing a second competing start surface
+- specialist pages preserve truthful arrival and return context when opened from the governance home
+- hidden families and inaccessible tenants do not leak through counts, labels, or empty-state hints
+- the customer review workspace remains read-only and customer-safe while participating in the same decision hierarchy
+- no new persistence, workflow state, queue, or runtime mutation surface is introduced
+
+## Success Criteria
+
+- operators can explain one default start surface for governance work in the workspace
+- the specialist pages feel like chosen lanes, not competing homes
+- implementation can stay bounded to existing page and builder seams with no new framework layer
+
+## Open Questions
+
+- none

specs/257-governance-decision-convergence/tasks.md

@@ -0,0 +1,189 @@
+---
+
+description: "Task list for Governance Decision Surface Convergence v1"
+
+---
+
+# Tasks: Governance Decision Surface Convergence v1
+
+**Input**: Design documents from `specs/257-governance-decision-convergence/`  
+**Prerequisites**: `specs/257-governance-decision-convergence/plan.md` (required), `specs/257-governance-decision-convergence/spec.md` (required)
+
+**Tests**: REQUIRED (Pest) for runtime behavior changes. Keep proof in narrow `Unit` plus `Feature` lanes only; do not add browser or heavy-governance coverage for this read-only convergence slice.
+**Operations**: No new `OperationRun`, queue, retry, monitoring page, or execution ledger is introduced. Existing stale-operation links remain unchanged.
+**RBAC**: Workspace membership remains the first boundary. Non-members or out-of-scope tenant targets return `404`; in-scope members with no visible family return `403`. Findings lanes reuse `Capabilities::TENANT_FINDINGS_VIEW`, existing inline safe actions keep their current capability checks such as `Capabilities::TENANT_FINDINGS_ASSIGN`, the exception lane reuses `Capabilities::FINDING_EXCEPTION_APPROVE`, and review handoff reuses existing review and pack visibility checks.
+**Shared Pattern Reuse**: Reuse `GovernanceInbox`, `GovernanceInboxSectionBuilder`, `CanonicalNavigationContext`, `OperateHubShell`, `BadgeRenderer`, and the existing specialist page action-surface contracts. No new shell, task engine, or persistence layer is allowed.
+**Organization**: Tasks are grouped by user story so the governance-home extension, navigation convergence, and calm secondary-context rules remain independently testable after the shared groundwork is complete.
+
+## Test Governance Checklist
+
+- [x] Lane assignment stays `Unit` plus `Feature` and remains the narrowest sufficient proof for the changed behavior.
+- [x] New or changed tests stay in focused `apps/platform/tests/Unit/Support/GovernanceInbox/`, `apps/platform/tests/Feature/Governance/`, `apps/platform/tests/Feature/Findings/`, `apps/platform/tests/Feature/Monitoring/`, and `apps/platform/tests/Feature/Reviews/` families only.
+- [x] Shared helpers, fixtures, and context defaults stay cheap by default; do not add browser setup, queue scaffolding, or generic workflow fixtures.
+- [x] Planned validation commands cover governance-home assembly, authorization, and arrival/return continuity without widening scope.
+- [x] The declared surface test profile remains `global-context-shell` because arrival context and tenant-filter continuity are part of the contract.
+- [x] Any broader action-center, dashboard-entry, or cross-tenant follow-up resolves as `document-in-feature` or `follow-up-spec`, not hidden implementation growth.
+- [x] Test-governance outcome resolves as `keep` for this feature and does not widen the work into a heavier family.
+
+## Phase 1: Setup (Shared Context)
+
+**Purpose**: Confirm the bounded convergence slice, the existing governance-home seams, and the reviewer stop conditions before implementation begins.
+
+- [x] T001 Review the bounded convergence slice in `specs/257-governance-decision-convergence/spec.md` and `specs/257-governance-decision-convergence/plan.md` together with `docs/product/roadmap.md` and `docs/product/implementation-ledger.md`.
+- [x] T002 [P] Confirm the current governance-home families and summary seams in `apps/platform/app/Filament/Pages/Governance/GovernanceInbox.php`, `apps/platform/app/Support/GovernanceInbox/GovernanceInboxSectionBuilder.php`, and `apps/platform/resources/views/filament/pages/governance/governance-inbox.blade.php`.
+- [x] T003 [P] Confirm the specialist-page arrival, return, and filter-state seams in `apps/platform/app/Filament/Pages/Findings/MyFindingsInbox.php`, `apps/platform/resources/views/filament/pages/findings/my-findings-inbox.blade.php`, `apps/platform/app/Filament/Pages/Findings/FindingsIntakeQueue.php`, `apps/platform/resources/views/filament/pages/findings/findings-intake-queue.blade.php`, `apps/platform/app/Filament/Pages/Monitoring/FindingExceptionsQueue.php`, `apps/platform/resources/views/filament/pages/monitoring/finding-exceptions-queue.blade.php`, `apps/platform/app/Filament/Pages/Reviews/CustomerReviewWorkspace.php`, and `apps/platform/resources/views/filament/pages/reviews/customer-review-workspace.blade.php`.
+
+---
+
+## Phase 2: Foundational (Blocking Prerequisites)
+
+**Purpose**: Extend the shared governance-home and navigation seams that every user story depends on.
+
+**Critical**: No user-story work should begin until this phase is complete.
+
+- [x] T004 [P] Define or extend the bounded family-aware arrival and return contract inside `apps/platform/app/Support/Navigation/CanonicalNavigationContext.php` and any minimal supporting helper under `apps/platform/app/Support/GovernanceInbox/` without creating new persistence or a generic workflow framework.
+- [x] T005 [P] Tighten family omission and access evaluation in `apps/platform/app/Filament/Pages/Governance/GovernanceInbox.php` and `apps/platform/app/Support/GovernanceInbox/GovernanceInboxSectionBuilder.php` so inaccessible tenants and families disappear before counts are derived and in-scope no-family access resolves as `403`.
+- [x] T006 Implement the derived `finding_exceptions` family in `apps/platform/app/Support/GovernanceInbox/GovernanceInboxSectionBuilder.php` using existing `FindingExceptionsQueue` truth, current queue semantics, and existing capability rules.
+- [x] T007 Implement truthful review-consumption handoff logic in `apps/platform/app/Support/GovernanceInbox/GovernanceInboxSectionBuilder.php` and `apps/platform/app/Filament/Pages/Governance/GovernanceInbox.php` so review-follow-up entries prefer existing latest review detail and fall back to `CustomerReviewWorkspace` only when that is the honest destination.
+- [x] T008 [P] Update `apps/platform/resources/views/filament/pages/governance/governance-inbox.blade.php` to keep one dominant CTA per section and avoid duplicate workspace-summary cards as the new family is added.
+
+**Checkpoint**: The governance home can derive the new family, family counts stay capability-safe, and navigation context rules are settled before story-specific work begins.
+
+---
+
+## Phase 3: User Story 1 - Use One Canonical Governance Home (Priority: P1)
+
+**Goal**: Give the operator one governance home that includes the missing exception and review-consumption lanes without creating a new shell.
+
+**Independent Test**: Seed visible findings, exceptions, and review-follow-up states, open the governance inbox, and verify that the page shows the converged lanes with calm summaries and one dominant CTA per section.
+
+### Tests for User Story 1
+
+- [x] T009 [P] [US1] Extend `apps/platform/tests/Unit/Support/GovernanceInbox/GovernanceInboxSectionBuilderTest.php` to cover exception-family inclusion, family ordering, review-workspace fallback, and omission semantics for hidden tenants or families.
+- [x] T010 [P] [US1] Extend `apps/platform/tests/Feature/Governance/GovernanceInboxPageTest.php` to cover the visible exception lane, review-consumption handoff summary, tenant-filter empty-state truth, and one dominant CTA per section.
+- [x] T011 [P] [US1] Extend `apps/platform/tests/Feature/Governance/GovernanceInboxAuthorizationTest.php` to cover `404` vs `403` behavior when workspace access exists but all converged family visibility is removed.
+
+### Implementation for User Story 1
+
+- [x] T012 [US1] Update `apps/platform/app/Filament/Pages/Governance/GovernanceInbox.php` and `apps/platform/resources/views/filament/pages/governance/governance-inbox.blade.php` to render the new convergence lane and family-aware summary or empty-state copy.
+- [x] T013 [US1] Align governance-home copy in `apps/platform/app/Filament/Pages/Governance/GovernanceInbox.php` and `apps/platform/resources/views/filament/pages/governance/governance-inbox.blade.php` to the stable vocabulary `Governance inbox`, `Open my findings`, `Open findings intake`, `Open finding exceptions`, and `Open customer review workspace`.
+
+**Checkpoint**: User Story 1 is independently functional when the governance inbox truthfully shows the missing lane and routes to the existing specialist destinations.
+
+---
+
+## Phase 4: User Story 2 - Move Into A Specialist Lane And Back (Priority: P1)
+
+**Goal**: Preserve tenant and family context when the operator opens a specialist page from the governance home and returns.
+
+**Independent Test**: Open the governance inbox with tenant and family filters, jump into a specialist page, and verify that the specialist page exposes a truthful return path back to the same governance scope.
+
+### Tests for User Story 2
+
+- [x] T014 [P] [US2] Add or extend `apps/platform/tests/Feature/Governance/GovernanceInboxNavigationContextConvergenceTest.php` for tenant and family arrival/return continuity across governance-home launches.
+- [x] T015 [P] [US2] Add or extend `apps/platform/tests/Feature/Monitoring/FindingExceptionsQueueNavigationContextTest.php` for governance-home arrival, preserved tenant context, and truthful `Back to governance inbox` continuity.
+- [x] T016 [P] [US2] Add or extend `apps/platform/tests/Feature/Reviews/CustomerReviewWorkspaceNavigationContextTest.php` for governance-home arrival and return continuity on review-follow-up launches, preferred latest-published-review destination when available, fallback to `CustomerReviewWorkspace` when not, preserved read-only state, and the absence of operator-only mutation controls.
+- [x] T017 [P] [US2] Add or extend `apps/platform/tests/Feature/Findings/MyFindingsInboxNavigationContextTest.php` and `apps/platform/tests/Feature/Findings/FindingsIntakeQueueNavigationContextTest.php` for governance-home launch and return continuity on the findings specialist pages.
+
+### Implementation for User Story 2
+
+- [x] T018 [US2] Wire governance-home arrival and return context through `apps/platform/app/Support/Navigation/CanonicalNavigationContext.php`, `apps/platform/app/Filament/Pages/Governance/GovernanceInbox.php`, `apps/platform/app/Filament/Pages/Findings/MyFindingsInbox.php`, `apps/platform/app/Filament/Pages/Findings/FindingsIntakeQueue.php`, `apps/platform/app/Filament/Pages/Monitoring/FindingExceptionsQueue.php`, and `apps/platform/app/Filament/Pages/Reviews/CustomerReviewWorkspace.php`.
+- [x] T019 [US2] Expose truthful return affordances without adding a second primary CTA. Repo truth: these native Filament pages expose the affordance through page header actions in `MyFindingsInbox`, `FindingsIntakeQueue`, `FindingExceptionsQueue`, and `CustomerReviewWorkspace`; no specialist Blade edits were required.
+
+**Checkpoint**: User Story 2 is independently functional when the operator can move between the governance home and the specialist pages without losing truthful context.
+
+---
+
+## Phase 5: User Story 3 - Keep Specialist Surfaces Calm And Secondary (Priority: P2)
+
+**Goal**: Ensure the specialist pages stay focused on lane-specific truth and do not duplicate the workspace-level summary once convergence context exists.
+
+**Independent Test**: Open the governance home and then each specialist surface, and verify that the specialist page keeps lane-specific content while the workspace-level blocker summary remains on the governance home only.
+
+### Tests for User Story 3
+
+- [x] T020 [P] [US3] Add or extend `apps/platform/tests/Feature/Findings/MyFindingsInboxNavigationContextTest.php`, `apps/platform/tests/Feature/Findings/FindingsIntakeQueueNavigationContextTest.php`, `apps/platform/tests/Feature/Monitoring/FindingExceptionsQueueNavigationContextTest.php`, and `apps/platform/tests/Feature/Reviews/CustomerReviewWorkspaceNavigationContextTest.php` to assert duplicate-truth prevention, one dominant default action on each specialist surface, and secondary-context copy when the pages are opened from the governance home.
+
+### Implementation for User Story 3
+
+- [x] T021 [US3] Keep lane-specific summaries focused and avoid duplicating workspace-level blocker text. Repo truth: page classes now add secondary return context while existing specialist Blade views stay lane-focused; regression tests assert the governance-home summary text is absent from secondary pages.
+- [x] T022 [US3] Align action-surface declarations, header affordances, and empty-state recovery actions across `apps/platform/app/Filament/Pages/Governance/GovernanceInbox.php`, `apps/platform/app/Filament/Pages/Findings/MyFindingsInbox.php`, `apps/platform/app/Filament/Pages/Findings/FindingsIntakeQueue.php`, `apps/platform/app/Filament/Pages/Monitoring/FindingExceptionsQueue.php`, and `apps/platform/app/Filament/Pages/Reviews/CustomerReviewWorkspace.php` so the canonical start surface remains obvious.
+
+**Checkpoint**: User Story 3 is independently functional when specialist surfaces remain lane-specific secondary contexts instead of competing starts.
+
+---
+
+## Phase 6: Polish & Cross-Cutting Concerns
+
+**Purpose**: Finish narrow validation and reviewer close-out without widening scope.
+
+- [x] T023 [P] Run `export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail artisan test --compact tests/Unit/Support/GovernanceInbox/GovernanceInboxSectionBuilderTest.php`.
+- [x] T024 [P] Run `export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail artisan test --compact tests/Feature/Governance/GovernanceInboxPageTest.php tests/Feature/Governance/GovernanceInboxAuthorizationTest.php tests/Feature/Governance/GovernanceInboxNavigationContextConvergenceTest.php tests/Feature/Monitoring/FindingExceptionsQueueNavigationContextTest.php tests/Feature/Reviews/CustomerReviewWorkspaceNavigationContextTest.php tests/Feature/Findings/MyFindingsInboxNavigationContextTest.php tests/Feature/Findings/FindingsIntakeQueueNavigationContextTest.php`.
+- [x] T025 Run `export PATH="/bin:/usr/bin:/usr/local/bin:$PATH" && cd apps/platform && ./vendor/bin/sail bin pint --dirty --format agent` for touched platform files.
+- [x] T026 [P] Confirm the slice introduced no new asset registration, no new globally searchable resource, and no new mutation lane; record any bounded follow-up for broader dashboard-entry or portfolio action-center work in the active implementation notes.
+- [x] T027 [P] Confirm the slice introduced no new Graph or remote calls, no queue or `OperationRun` start path, and no page-view audit or runtime logging stream; record any bounded follow-up if implementation uncovers a structural need outside this slice.
+
+---
+
+## Dependencies & Execution Order
+
+### Phase Dependencies
+
+- **Phase 1 (Setup)**: no dependencies; start immediately.
+- **Phase 2 (Foundational)**: depends on Phase 1 and blocks all user stories.
+- **Phase 3 (US1)**: depends on Phase 2 and establishes the canonical governance-home truth.
+- **Phase 4 (US2)**: depends on Phase 2 and should ship with US1 so the governance home is not a dead-end report.
+- **Phase 5 (US3)**: depends on Phase 2 and is safest after US1 and US2 because specialist pages must already participate in the convergence flow.
+- **Phase 6 (Polish)**: depends on all desired user stories being complete.
+
+### User Story Dependencies
+
+- **US1 (P1)**: independently testable after Phase 2 and establishes the new canonical decision-home behavior.
+- **US2 (P1)**: independently testable after Phase 2 and should ship with US1 so the new home has truthful workflow continuity.
+- **US3 (P2)**: independently testable after Phase 2 and refines the specialist pages once the convergence contract exists.
+
+### Within Each User Story
+
+- After the shared foundational contract work in Phase 2 is complete, write the listed Pest coverage first for each user story and make it fail for the intended gap.
+- Land the shared builder and navigation contract before widening Blade or copy work.
+- Re-run the narrowest affected validation command after each story checkpoint before moving to the next story.
+
+---
+
+## Parallel Execution Examples
+
+### User Story 1
+
+- T009, T010, and T011 can run in parallel before runtime edits begin.
+- After the family contract settles, T012 and T013 can proceed in parallel because rendering and copy alignment touch different seams.
+
+### User Story 2
+
+- T014, T015, T016, and T017 can run in parallel because they cover different destinations in the convergence flow.
+- After T018 settles the shared navigation contract, T019 can follow to align the Blade affordances.
+
+### User Story 3
+
+- T020 can start before implementation finishes because it only captures the expected secondary-context behavior.
+- T021 and T022 can proceed together once the shared convergence path is stable.
+
+---
+
+## Implementation Strategy
+
+### Suggested MVP Scope
+
+- MVP = **US1 + US2 together**. The slice becomes product-meaningful only when the governance home shows the missing lanes and the specialist pages preserve truthful return context.
+
+### Incremental Delivery
+
+1. Complete Phase 1 and Phase 2.
+2. Deliver US1 and US2 together.
+3. Add US3 secondary-context tightening.
+4. Finish with focused validation and formatting in Phase 6.
+
+### Team Strategy
+
+1. Settle the governance-home family extension and navigation-context contract first.
+2. Parallelize unit and feature coverage inside each story before runtime edits widen.
+3. Serialize merges around the governance inbox and specialist Blade views so the decision-home language stays coherent.