Initial commit: Motia III Backend Setup

- iii-config.yaml mit Production-Settings (CORS, all interfaces)
- Ticketing-System Steps (create, triage, escalate, notify, SLA monitoring)
- Python dependencies via uv
- Systemd services für Motia Engine und iii Console
- README mit Deployment-Info

steps/escalate_ticket_step.py

@@ -0,0 +1,90 @@
+"""Escalate Ticket Step - multi-trigger: escalates tickets from SLA breach or manual request.
+
+Uses ctx.match() to route logic per trigger type.
+"""
+
+from datetime import datetime, timezone
+from typing import Any
+
+from motia import ApiRequest, ApiResponse, FlowContext, http, queue
+
+config = {
+    "name": "EscalateTicket",
+    "description": "Multi-trigger: escalates tickets from SLA breach or manual request",
+    "flows": ["support-ticket-flow"],
+    "triggers": [
+        queue("ticket::sla-breached"),
+        http("POST", "/tickets/escalate"),
+    ],
+    "enqueues": [],
+}
+
+
+async def _escalate_ticket(
+    ticket_id: str,
+    updates: dict[str, Any],
+    ctx: FlowContext[Any],
+) -> dict[str, Any] | None:
+    """Fetches a ticket and applies escalation fields to state. Returns pre-update ticket or None."""
+    existing = await ctx.state.get("tickets", ticket_id)
+    if not existing:
+        return None
+    await ctx.state.set("tickets", ticket_id, {
+        **existing,
+        "escalatedTo": "engineering-lead",
+        "escalatedAt": datetime.now(timezone.utc).isoformat(),
+        **updates,
+    })
+    return existing
+
+
+async def handler(input_data: Any, ctx: FlowContext[Any]) -> Any:
+    async def _queue_handler(breach: Any) -> None:
+        ticket_id = breach.get("ticketId")
+        age_minutes = breach.get("ageMinutes", 0)
+        priority = breach.get("priority", "medium")
+
+        ctx.logger.info("Escalating ticket", {"ticketId": ticket_id, "triggerType": "queue"})
+        ctx.logger.warn("Auto-escalation from SLA breach", {
+            "ticketId": ticket_id,
+            "ageMinutes": age_minutes,
+            "priority": priority,
+        })
+
+        escalated = await _escalate_ticket(
+            ticket_id,
+            {"escalationReason": f"SLA breach: {age_minutes} minutes without resolution", "escalationMethod": "auto"},
+            ctx,
+        )
+
+        if not escalated:
+            ctx.logger.error("Ticket not found during SLA escalation", {"ticketId": ticket_id, "ageMinutes": age_minutes})
+
+    async def _http_handler(request: ApiRequest[Any]) -> ApiResponse[Any]:
+        body = request.body or {}
+        ticket_id = body.get("ticketId")
+        reason = body.get("reason", "")
+
+        ctx.logger.info("Escalating ticket", {"ticketId": ticket_id, "triggerType": "http"})
+
+        existing = await _escalate_ticket(
+            ticket_id,
+            {"escalationReason": reason, "escalationMethod": "manual"},
+            ctx,
+        )
+
+        if not existing:
+            return ApiResponse(status=404, body={"error": f"Ticket {ticket_id} not found"})
+
+        ctx.logger.info("Manual escalation via API", {"ticketId": ticket_id, "reason": reason})
+
+        return ApiResponse(status=200, body={
+            "ticketId": ticket_id,
+            "escalatedTo": "engineering-lead",
+            "message": "Ticket escalated successfully",
+        })
+
+    return await ctx.match({
+        "queue": _queue_handler,
+        "http": _http_handler,
+    })