prism-shadow/gdpevo/support-console-demonstration

Support Console Input/Output Skill

First Pass

1. Read the task prompt and payloads/answer_template.json before deciding fields. The templates differ across ticket, mobile, and enterprise tasks.
2. Use the base URL provided by the current task or harness. Confirm with /health if needed, then use /api/catalog to understand available support-console records.
3. Work only from the current input payload and API records. Do not infer from the customer wording alone when a ticket/case/incident id is available.
4. Return only JSON matching the template. Preserve requested ordering: ticket payload order for ticket batches, ascending case_id for case queues/worklists, and requirement order for share-permission users.

API Lookup SOP

Ticket tasks:

• Fetch /api/tickets/<ticket_id> for service area, service type, account id, and subscribed speed.
• Fetch /api/outages?service_area=<service_area> and apply only active outages whose service_types include the ticket service type.
• Fetch /api/diagnostics/<ticket_id> and /api/troubleshooting/<ticket_id> for non-outage, eligible tickets.

Mobile case tasks:

• Fetch /api/cases/<case_id> to get customer_id, line_id, device_id, issue_type, and location.
• Fetch /api/lines/<line_id>, /api/devices/<device_id>, and /api/plans/<plan_id>.
• When a task asks for bill recovery, use the permitted bill source exposed by the task/API and copy the exact bill id and amount. Do not invent bill amounts.

Enterprise export tasks:

• Fetch /api/enterprise/incidents/<incident_id>.
• Fetch /api/enterprise/export-runs?incident_id=<incident_id>.
• Search /api/enterprise/messages?query=<text> with narrow terms from the client, product, incident, failure code, owner, and alert/root-cause words.
• Fetch /api/enterprise/sla/<enterprise_account_id> after the incident reveals the enterprise account.

Ticket Classification Rules

Apply blockers before diagnostics:

• Active outage: set PENDING_ACTION, no diagnostic required/needed, route OUTAGE_WAIT when that field exists, and copy outage_id. Count it as customer wait.
• Invalid account or no matching account: set FAILED, blocker/route INVALID_ACCOUNT, no diagnostic.
• Account hold, overdue suspension, fraud suspension, or other ineligible account state: set FAILED, no diagnostic. If the template has only resolution_route, use INELIGIBLE_ACCOUNT for account holds/suspensions. If the template has key_blocker, use the specific enum such as OVERDUE_SUSPENSION or FRAUD_SUSPENSION; overdue billing handoff routes to ACCOUNTS_PAYABLE.
• Authentication never recovered or auth failure evidence: set FAILED, blocker/route AUTH_FAILED, no diagnostic.

For eligible non-outage tickets, use diagnostics and troubleshooting:

• CONFIGURATION_DRIFT, stale voice profile, or similar profile/provisioning refresh that troubleshooting fixes: RESOLVED, route/team NONE, resolution_route AUTO_TROUBLESHOOTING, diagnostic true.
• VOICE_PROFILE_STALE: usually RESOLVED after VOICE_PROFILE_REFRESH.
• FIBER_DROP_DAMAGE, SIGNAL_LOSS, or physical line faults: ESCALATED, team FIELD_OPS, blocker PHYSICAL_LINE_FAULT, diagnostic true.
• BACKBONE_CAPACITY or capacity/backbone root causes: ESCALATED, team NETWORK_ENGINEERING, blocker NETWORK_CAPACITY, diagnostic true.
• PROVISIONING_STALE that still needs manual correction: ESCALATED, team TIER2_SUPPORT, blocker PROVISIONING_STALE, diagnostic true.
• Ignore GENERATED_NOISE as a real root cause when stronger outage/account/auth evidence exists.

Issue booleans:

• Set diagnostic_needed/diagnostic_required true only for eligible tickets that need or used diagnostics; false for active outages and account/auth failures.
• Set latency_issue true for materially high latency on an eligible diagnostic ticket, commonly above roughly 100 ms or supported by latency/root-cause evidence.
• Set stability_issue true for high jitter, packet loss, signal-loss, or intermittent/stability root causes on an eligible ticket.
• Set bandwidth_issue true when diagnostic bandwidth is materially below subscribed speed, especially below about 80 percent, on an eligible ticket.
• For failed or outage-blocked tickets, leave latency/stability/bandwidth booleans false even if noisy diagnostic numbers exist.

Summaries:

• Count final statuses exactly by enum.
• Count route/team fields exactly by enum when the summary asks for team counts.
• tickets_requiring_customer_wait is the count of active-outage PENDING_ACTION tickets.

Mobile Case Action Rules

Always combine case issue type with line and device facts.

Line/account blockers:

• status: Suspended with suspension_reason: OVERDUE_BILL and customer willingness to pay: primary SEND_PAYMENT_REQUEST, secondary RESUME_LINE_REBOOT, final route BILLING_RECOVERY, exact bill id/amount.
• Suspensions not recoverable by payment, ended contracts, fraud, SIM lock/PUK, unsupported states, or missing consent for a charge: TRANSFER_HUMAN, final route HUMAN_TRANSFER.

No service:

• airplane_mode: true: TOGGLE_AIRPLANE_MODE.
• sim_status missing/not seated: RESEAT_SIM.
• Active line with device-side no-signal but no SIM/account blocker may need a self-service radio/device action from the template.

Roaming and mobile data:

• Customer abroad, line roaming enabled, but phone_roaming_enabled: false: TOGGLE_ROAMING, self-service/device-setting route.
• Customer abroad, phone roaming on, but line roaming_enabled: false: ENABLE_LINE_ROAMING, carrier_update_required: true, final route CARRIER_UPDATE.
• mobile_data_enabled: false: TOGGLE_MOBILE_DATA, device-setting route.
• Data usage at/over plan.data_limit_gb with an accepted refuel amount: REFUEL_DATA; set data_refuel_gb to the accepted amount and charge accepted_gb * data_refueling_price_per_gb.
• Respect customer preferences such as no plan change; use refuel rather than plan migration when that is the accepted recovery.

Slow data:

• data_saver_mode: true: TOGGLE_DATA_SAVER.
• Old or restricted network_mode_preference such as 3g_only: SET_NETWORK_MODE.
• vpn_connected: true: DISCONNECT_VPN.

MMS and messaging:

• Missing messaging permissions: GRANT_MESSAGING_PERMISSION; set permission to sms, storage, or sms_and_storage based on exactly what is false.
• Missing APN/MMSC evidence: RESET_APN_REBOOT when that enum is available.

Defaults and summaries:

• Use secondary_action: NO_ACTION unless a two-step operation is required, such as payment then line resume/reboot.
• Use charge_amount_usd: 0.0 and empty bill_id when no charge/bill applies.
• For mobile-data worklists, classify REFUEL_DATA as DATA_RECOVERY, line-level roaming enable as CARRIER_UPDATE, and device toggles/settings as DEVICE_SETTING_FIX.
• For contact-center queues, self-service device actions count as SELF_SERVICE, overdue payment recovery as BILLING_RECOVERY, carrier line changes as CARRIER_UPDATE, and unresolved/manual cases as HUMAN_TRANSFER.
• Sum charges as numbers, not strings, with the requested decimal precision.

Enterprise Export Response Rules

1. Identify the incident id from the email/reference, then fetch the incident record for account id, severity, owners, product, and status.
2. Determine failure_window from export runs with status: FAILED; use the first and last failed run dates and count failed days.
3. Set backfill_days to the failed-run count that requires or received manual backfill. If a later succeeded run or message confirms recovery, the response can still need finance review for credits.
4. Derive root_cause_category by humanizing the failure code and confirming with messages. For example, a stale credential code plus rotation/old-secret evidence becomes a concise stale-credential-after-rotation category.
5. Set contributing_alert_issue to ARCHIVED_ALERT_ROUTE when alert evidence is in an archive/archived-alert channel or clearly routed to an archive; use NONE when alert handling was normal, UNKNOWN when evidence is missing.
6. Fetch SLA terms and apply the credit only when the trigger is met, such as the required number of consecutive failed export runs.
7. Copy engineering_owner, account_owner, and severity from the incident unless stronger response requirements override them.
8. Build response artifacts from requirements:

• channel_name: lowercase hyphenated client/legal name; keep corporate suffixes unless instructed otherwise.
• evidence_folder: <Client Name> <Month YYYY> Investigation, based on the failure window month.
• report_title: <Client Name> Export Failure - Resolution Report unless the requirements specify another title style.
• share_permissions: include only required users, in the listed order. Use explicit permission evidence when present; if only two response-package users are listed, the usual convention is first view, second edit.

1. Set response_status: NEEDS_FINANCE_REVIEW when an SLA credit is owed; NEEDS_ENGINEERING_REVIEW when root cause/backfill/owner evidence is incomplete; UNDER_INVESTIGATION when the incident lacks enough resolution evidence; otherwise READY_TO_SEND.

Common Pitfalls

• Do not let generic diagnostic noise override a clear outage, invalid account, auth failure, or suspension.
• Do not mark outage tickets as requiring diagnostics.
• Do not reorder records while sorting or grouping unless the template explicitly asks for ascending ids.
• Do not omit empty-string fields; templates often require "" for non-applicable ids.
• Do not output explanatory text, Markdown, or comments around the final JSON.