prism-shadow/gdpevo/task-group-003-support-console-io

Task Group 003 Support Console SOP

Return only JSON matching the task's payloads/answer_template.json. Preserve any order required by the template: ticket payload order for ticket lists, ascending case_id for case lists, and requirement-listed order for permission users.

Use the harness-provided base URL when present; otherwise use the support-console API base URL from the task prompt. The useful endpoints are:

• /api/tickets and /api/tickets/<ticket_id>
• /api/outages?service_area=<area>
• /api/diagnostics/<ticket_id>
• /api/troubleshooting/<ticket_id>
• /api/cases and /api/cases/<case_id>
• /api/lines/<line_id>, /api/devices/<device_id>, /api/plans/<plan_id>
• /api/enterprise/incidents/<incident_id>
• /api/enterprise/export-runs?incident_id=<incident_id>
• /api/enterprise/messages?query=<text>
• /api/enterprise/sla/<enterprise_account_id>

Residential Ticket Triage

For each ticket from a CSV worklist, query the ticket record first. Use its service_area to look up active outages, then query diagnostics and troubleshooting only if the ticket is not already blocked by an outage/account/auth issue.

Decision precedence:

1. If the account id is clearly invalid, the intake says no matching account, or the task text says the account is ineligible/on hold, mark FAILED. Use INVALID_ACCOUNT where the template has key_blocker; use INELIGIBLE_ACCOUNT where the template has resolution_route.
2. If the ticket/service area has an active outage whose service_types include the ticket service type, mark PENDING_ACTION, set the outage id, use route OUTAGE_WAIT or blocker ACTIVE_OUTAGE, set no escalation team, and do not require diagnostics.
3. If the intake or record indicates authentication failed and never recovered, mark FAILED, blocker/route AUTH_FAILED, no escalation, no diagnostics.
4. If the line/account is suspended for an overdue bill, mark FAILED, blocker OVERDUE_SUSPENSION, route team ACCOUNTS_PAYABLE when that field exists.
5. Otherwise use diagnostics and troubleshooting evidence. Mark diagnostics required/needed for these operational tickets.

Metric flags for ticket-decision templates:

• latency_issue: true when diagnostics latency is materially high, especially above about 100 ms.
• stability_issue: true when jitter is materially high, especially above about 30 ms, or packet/signal-loss root causes are present.
• bandwidth_issue: true when diagnostic bandwidth is materially below the subscribed rate, especially below about 80% of subscribed_mbps.
• Leave all three false for outage-wait, account/auth failure, and other cases where diagnostics are not the decision basis.

Escalation and blocker mapping:

• Self-service/config/profile causes that troubleshooting fixes into acceptable post-metrics -> RESOLVED, team NONE, route AUTO_TROUBLESHOOTING, blocker NONE.
• Physical fiber/drop/signal-loss causes or unresolved line-test results -> ESCALATED, team FIELD_OPS, blocker PHYSICAL_LINE_FAULT when available.
• Backbone/capacity causes or failed reroute attempts -> ESCALATED, team NETWORK_ENGINEERING, blocker NETWORK_CAPACITY.
• Provisioning stale/mismatch after move -> ESCALATED, team TIER2_SUPPORT, blocker PROVISIONING_STALE.
• Voice profile stale that is fixed by profile refresh -> RESOLVED.

Ticket summaries are simple counts over your final decisions. tickets_requiring_customer_wait counts outage-wait tickets only. Team counts count final route/escalation teams, not all investigated tickets.

Mobile Support Queue

For each case, query /api/cases/<case_id>, then the referenced line, device, and plan. The task payload's reported issue and customer preferences can override or refine the API evidence.

Primary action rules:

• Line suspended for overdue bill and customer is ready to pay -> SEND_PAYMENT_REQUEST; secondary RESUME_LINE_REBOOT; route BILLING_RECOVERY; fill bill_id and overdue charge from available bill/support-console evidence. If no bill applies, leave bill fields empty/0.
• Device airplane_mode: true -> TOGGLE_AIRPLANE_MODE.
• No service with SIM missing/not seated -> RESEAT_SIM.
• Mobile data disabled on the device -> TOGGLE_MOBILE_DATA.
• Abroad with phone roaming disabled -> TOGGLE_ROAMING, route SELF_SERVICE or DEVICE_SETTING_FIX.
• Abroad with phone roaming enabled but line roaming_enabled: false -> ENABLE_LINE_ROAMING; set carrier_update_required: true; route CARRIER_UPDATE.
• Data used exceeds the plan limit and the payload includes accepted refuel GB -> REFUEL_DATA; data_refuel_gb is the accepted GB; charge is accepted_refuel_gb * plan.data_refueling_price_per_gb; route DATA_RECOVERY.
• Slow data with data_saver_mode: true -> TOGGLE_DATA_SAVER.
• Slow data with old/limited network mode such as 3g_only -> SET_NETWORK_MODE.
• Slow data with VPN connected -> DISCONNECT_VPN.
• MMS/photo messaging failure with missing storage permission -> GRANT_MESSAGING_PERMISSION, permission: "storage". Missing SMS permission uses sms; both missing uses sms_and_storage.
• APN/MMSC profile missing or edited -> RESET_APN_REBOOT.
• Use TRANSFER_HUMAN/HUMAN_TRANSFER for fraud, expired contract, SIM lock/security issues, or any case without a safe self-service/carrier/billing operation.

Set secondary_action to NO_ACTION unless a payment recovery needs RESUME_LINE_REBOOT. For non-billing cases, bill_id is "", charge_amount_usd is 0.0, and permission is NONE.

Mobile summaries count by final route/action class:

• self_service_fixes: final route SELF_SERVICE.
• billing_recoveries: final route BILLING_RECOVERY.
• carrier_updates: carrier update route or carrier_update_required: true.
• device_setting_fixes: final route DEVICE_SETTING_FIX.
• data_refuel_cases: primary action REFUEL_DATA.
• human_transfers: final route HUMAN_TRANSFER.
• total_estimated_customer_charge_usd: sum customer charges, usually only data refuels and billing recovery charges.

Enterprise Export Complaint Package

Parse the complaint for client name, product, and incident reference. Query the incident, export runs, SLA contract, and messages using the client name and root-cause keywords. Message search may work better with the short client name or terms like credential, alert, archive, backfill, quota, or the product name than with the incident id alone.

Fill fields as follows:

• incident_id, enterprise_account_id, severity, engineering_owner, and account_owner come from the incident record.
• failure_window.start_date and end_date are the first and last failed export-run dates for the incident. failed_days is the number of failed runs in that consecutive window.
• backfill_days usually equals the number of failed export days when evidence confirms the later successful/manual backfill.
• root_cause_category is a concise lowercase business phrase from failure_code plus message evidence, not the raw enum. Example pattern: stale credential after a rotation when export runs show a stale-credential failure and messages mention an old secret.
• contributing_alert_issue is ARCHIVED_ALERT_ROUTE when alert evidence was routed to an archive/archived alert channel; use NONE when evidence shows no alert-routing issue; use UNKNOWN only if evidence is missing.
• sla_credit_percent comes from /api/enterprise/sla/<enterprise_account_id> when the failure count meets the trigger; otherwise 0.
• channel_name: lowercase hyphenated client/legal name, preserving meaningful suffixes like inc.
• evidence_folder: client name plus failure month/year plus Investigation.
• report_title: client name plus Export Failure - Resolution Report.
• share_permissions: include exactly the requested users in listed order. If the requirements give only users and no permissions, use the learned default pairing: first user view, second user edit; do not add owners unless requested.
• response_status: NEEDS_FINANCE_REVIEW when an SLA credit is due; NEEDS_ENGINEERING_REVIEW when root-cause/backfill evidence is incomplete; UNDER_INVESTIGATION when core incident evidence is missing; otherwise READY_TO_SEND.

Formatting Pitfalls

• Match enum spelling exactly, including uppercase values and Critical/High capitalization for severity.
• Use numeric JSON values, not strings, for charges, GB, counts, percentages, and booleans.
• Use "" for non-applicable ids, not null.
• Keep customer charges rounded to the template precision: one decimal for GB and two decimals for USD, but JSON may display 4.0 rather than 4.00.
• Do not count diagnostics for outage/account/auth-blocked tickets.
• Do not let noisy diagnostics override an active outage or a clear eligibility/billing blocker.