crm-service-ticket-sop

name	crm-service-ticket-sop
description	Resolve CRM support-console service tickets, mobile cases, fixed-service queue quality reviews, and enterprise export complaints into strict JSON answer templates using staged payloads plus support-console evidence.

CRM Service-Ticket SOP

Use this skill for tasks that provide a support-console base URL, payload files, and an answer_template.json requiring ticket/case decisions, queue summaries, or enterprise response fields.

Source Discipline

• Use only the prompt payloads, the answer template, environment_access.md when present, and the remote support-console records. Do not inspect answer files, judge endpoints, evaluator notes, local environment source, or other attempt folders.
• Prefer the harness/prompt base URL. If it gives a localhost default but environment_access.md gives a remote URL, use the remote URL.
• Return only JSON conforming to the template. No Markdown, comments, extra fields, or omitted required fields.

Console Lookup Pattern

Start with GET /health. Useful console routes:

• GET /api/search?q=<id-or-keyword>: best general lookup. It returns matching records from collections such as diagnostics, troubleshooting, enterprise_incidents, export_runs, messages, and sla_contracts.
• GET /api/accounts, /api/tickets, /api/outages: fixed-service accounts, tickets, and active outage records.
• GET /api/cases, /api/customers, /api/lines, /api/devices, /api/bills, /api/plans: mobile case evidence.
• Detail lookups may work for direct resources such as /api/accounts/<account_id> and /api/tickets/<ticket_id>, but search is more reliable for joined evidence.

For every payload item, gather the intake row plus all linked records by the primary ID and relevant account/customer/line/device IDs. Do not decide from the intake text alone when console records disagree.

Output Conventions

• Preserve the order required by the template: payload order unless it says ascending case_id.
• Use exact enum spellings from answer_template.json.
• Use "" for non-applicable string IDs, NONE for non-applicable enum fields, 0.0/0.00 for non-applicable numeric fields, and real booleans for boolean fields.
• Format money and required two-decimal numbers as numeric values with two decimals when serializing. Do not include currency symbols.
• After building decisions, recompute summary counts from the decisions, not from memory. Count only the requested fields and exact enum names.

Fixed-Service Tickets

Evidence to collect: ticket, account, active outage for matching service_area and service_type, diagnostics, and troubleshooting/post-checks.

Decision priority:

1. Invalid or missing account: FAILED, blocker INVALID_ACCOUNT, team NONE, route INVALID_ACCOUNT, no outage.
2. Account authentication failure (last_login_status or recovery status failure): FAILED, blocker/route AUTH_FAILED, team NONE.
3. Suspended/account hold: route to billing/accounts payable. For quality templates use PENDING_ACTION, ACCOUNTS_PAYABLE, blocker OVERDUE_SUSPENSION or the specific suspension reason. For route templates use INELIGIBLE_ACCOUNT when the template does not expose a billing recovery route.
4. Active outage matching service area and service type: PENDING_ACTION, route OUTAGE_WAIT, outage ID populated, team NONE, customer wait count increments.
5. Physical line signal issues (FIBER_DROP_DAMAGE, SIGNAL_LOSS, similar): ESCALATED, FIELD_OPS, blocker PHYSICAL_LINE_FAULT.
6. Backbone/capacity issues (BACKBONE_CAPACITY, regional backbone loss): ESCALATED, NETWORK_ENGINEERING, blocker NETWORK_CAPACITY.
7. Stale provisioning or profile issues:
   • VOICE_PROFILE_STALE, profile refresh, provisioning sync, configuration drift, or successful troubleshooting/post metrics: usually RESOLVED, route AUTO_TROUBLESHOOTING, team NONE.
   • If the template treats stale provisioning as a handoff blocker and post-checks do not prove recovery, use ESCALATED, TIER2_SUPPORT, blocker PROVISIONING_STALE.
8. Otherwise use the diagnostic/post-check evidence: materially improved latency/jitter/bandwidth after troubleshooting means RESOLVED; persistent poor metrics with no known field/capacity cause usually goes to TIER2_SUPPORT.

Diagnostic flags:

• diagnostic_needed/diagnostic_required is true when diagnostics were required to classify or validate the ticket, especially active technical tickets and escalations. It is false for invalid account/auth/billing-only blocks when the account state alone decides the route.
• latency_issue from high latency, stability_issue from high jitter/packet loss/intermittency/signal loss, and bandwidth_issue from bandwidth well below subscribed Mbps or explicit slow-speed evidence.

Mobile Queue Cases

Join each case to customer, line, bill, device, and plan. The action is driven by the first concrete blocker:

• airplane_mode: true: TOGGLE_AIRPLANE_MODE, self service.
• sim_status missing/unseated: RESEAT_SIM, self service. Locked SIM/PIN or hardware/security problems go TRANSFER_HUMAN.
• Line suspended for OVERDUE_BILL with overdue bill: SEND_PAYMENT_REQUEST then RESUME_LINE_REBOOT, set bill_id, charge_amount_usd to amount due, route BILLING_RECOVERY.
• Line suspended for contract ended, fraud, or non-billing reason: TRANSFER_HUMAN, route HUMAN_TRANSFER.
• Abroad with phone roaming on but line roaming disabled: ENABLE_LINE_ROAMING, carrier update required where present, route CARRIER_UPDATE.
• Abroad with phone roaming off: TOGGLE_ROAMING first; if carrier/line roaming also disabled, secondary ENABLE_LINE_ROAMING.
• mobile_data_enabled: false: TOGGLE_MOBILE_DATA, route DEVICE_SETTING_FIX or SELF_SERVICE.
• Data used exceeds plan limit and customer accepts refuel: REFUEL_DATA, data_refuel_gb from preference, charge = GB * plan refuel price, route DATA_RECOVERY.
• data_saver_mode: true: TOGGLE_DATA_SAVER, route DEVICE_SETTING_FIX.
• network_mode_preference stuck on old mode such as 3g_only: SET_NETWORK_MODE, route DEVICE_SETTING_FIX.
• vpn_connected: true with slow data: DISCONNECT_VPN, self service/device setting fix.
• MMS/photo send failures:
  • Missing storage and/or SMS permission: GRANT_MESSAGING_PERMISSION, set permission to storage, sms, or sms_and_storage.
  • Missing APN/MMSC configuration: RESET_APN_REBOOT.
  • Wi-Fi calling issue: TOGGLE_WIFI_CALLING.
• If no actionable evidence exists, use rather than inventing a fix.

Mobile summaries count final routes exactly (SELF_SERVICE/DEVICE_SETTING_FIX, billing recoveries, carrier updates, human transfers) and sum only customer charges that the output actually applies.

Enterprise Export Complaints

Use the complaint text to identify the client, product, and incident hint, then search by incident ID, enterprise account ID, client name, failure code, and owner/message keywords.

Fields:

• incident_id, enterprise_account_id, severity, engineering_owner, and account_owner come from the incident/account records.
• failure_window.start_date and end_date are the first and last consecutive failed export run_dates for the incident; failed_days is the count of failed runs in that window.
• backfill_days usually equals the failed-day count unless a message gives a different manual backfill count.
• root_cause_category should be a concise category from failure codes plus messages, such as stale credential/old secret, quota exhaustion, or scheduler configuration.
• contributing_alert_issue is ARCHIVED_ALERT_ROUTE when the relevant alert/message lives in an archive channel or shows the alert was routed away from the active response path; otherwise NONE, or UNKNOWN if evidence is insufficient.
• sla_credit_percent comes from the SLA contract or account-escalation message, not from severity alone.
• Build required artifacts from the response requirements: lowercase hyphen channel name, client-date investigation folder, and a client export failure report title.
• share_permissions must include exactly the required users in the required order. Give finance/account reviewers view unless the requirement states edit/upload; give engineering collaborators edit when they must complete evidence.
• response_status is READY_TO_SEND only when root cause, recovery/backfill, SLA credit, owners, and artifacts are all supported. Use the specific review/under-investigation status when evidence is missing.

Pitfalls

• Active outage beats diagnostic noise. Match both service area and service type before assigning OUTAGE_WAIT.
• Generated/noise root causes are not real blockers; rely on account state, outage match, known root-cause codes, and post-troubleshooting metrics.
• Do not count a suspended or invalid account as a technical outage or diagnostic escalation.
• Do not confuse device roaming with carrier/line roaming: phone roaming is a device toggle; line roaming disabled requires a carrier update.
• Do not include stale IDs from non-payload records just because search returns shared records. Use records linked to the staged IDs or the identified enterprise account/incident.
• Always audit that every payload item has one decision and every decision contributes to exactly the summary buckets requested by the template.