feat(v2): normalize GLPI text before context/hash, add real ticket description

context.normalizeTicket now runs normalizeGlpiText on titulo, descricao
(new field, sourced from glpi_tickets.content -- never fetched before),
and every followup/task texto. buildAiContextText restructured into
delimited sections (TITULO / DESCRICAO ORIGINAL / STATUS-TECNICO-GRUPO /
FOLLOW-UPS / TAREFAS) instead of one flat string.

hash.buildContextFingerprint now includes titulo/descricao and the
normalized followup/task texto (previously only id/date/status), so:
(a) the same content encoded differently (HTML vs escaped entities)
produces the same hash, and (b) editing a followup's actual content
(same id/date) is now detected as a real context change -- previously
silently invisible to the hash.

Co-Authored-By: Claude Sonnet 5 <noreply@anthropic.com>

logic/hash.test.js

@@ -1,6 +1,7 @@
 const { test } = require('node:test');
 const assert = require('node:assert/strict');
 const { buildContextFingerprint, stableStringify } = require('./hash');
+const { normalizeGlpiText } = require('./normalize');
 
 function baseTicket(overrides) {
   return Object.assign({
@@ -8,8 +9,10 @@ function baseTicket(overrides) {
     tecnico_atribuido: 'Wagner',
     categoria: 'Rede',
     entidade: 'Matriz',
-    followups: [{ id: 1, date: '2026-08-20 10:00:00' }],
-    tasks: [{ id: 1, status: 1, date: '2026-08-19 09:00:00' }],
+    titulo: 'Nobreak desligando',
+    descricao: 'Nobreak do servidor desligando sozinho',
+    followups: [{ id: 1, date: '2026-08-20 10:00:00', texto: 'Aguardando peca' }],
+    tasks: [{ id: 1, status: 1, date: '2026-08-19 09:00:00', texto: 'Verificado no local' }],
     dias_aberto: 10,
     dias_sem_interacao: 3,
   }, overrides);
@@ -23,7 +26,7 @@ test('alterar apenas dias_aberto/dias_sem_interacao NAO muda o hash', () => {
 
 test('novo followup MUDA o hash', () => {
   const a = buildContextFingerprint(baseTicket({}));
-  const b = buildContextFingerprint(baseTicket({ followups: [{ id: 1, date: '2026-08-20 10:00:00' }, { id: 2, date: '2026-08-21 08:00:00' }] }));
+  const b = buildContextFingerprint(baseTicket({ followups: [{ id: 1, date: '2026-08-20 10:00:00', texto: 'Aguardando peca' }, { id: 2, date: '2026-08-21 08:00:00', texto: 'Peca chegou' }] }));
   assert.notEqual(a, b);
 });
 
@@ -33,6 +36,22 @@ test('mudanca de tecnico MUDA o hash', () => {
   assert.notEqual(a, b);
 });
 
+test('mesmo conteudo normalizado de fontes com encoding HTML diferente gera o MESMO hash', () => {
+  const textoHtml = normalizeGlpiText('<p>Aguardando cliente</p>');
+  const textoEscapado = normalizeGlpiText('&#60;p&#62;Aguardando cliente&#60;/p&#62;');
+  assert.equal(textoHtml, textoEscapado, 'pre-condicao: normalizacao deve produzir o mesmo texto');
+
+  const a = buildContextFingerprint(baseTicket({ followups: [{ id: 1, date: '2026-08-20 10:00:00', texto: textoHtml }] }));
+  const b = buildContextFingerprint(baseTicket({ followups: [{ id: 1, date: '2026-08-20 10:00:00', texto: textoEscapado }] }));
+  assert.equal(a, b);
+});
+
+test('edicao real do conteudo de um followup (mesmo id/date) MUDA o hash', () => {
+  const a = buildContextFingerprint(baseTicket({ followups: [{ id: 1, date: '2026-08-20 10:00:00', texto: 'Aguardando peca' }] }));
+  const b = buildContextFingerprint(baseTicket({ followups: [{ id: 1, date: '2026-08-20 10:00:00', texto: 'Peca instalada, testando' }] }));
+  assert.notEqual(a, b);
+});
+
 test('stableStringify ignora ordem de chaves', () => {
   assert.equal(stableStringify({ b: 1, a: 2 }), stableStringify({ a: 2, b: 1 }));
 });