| name | handover-pack-pdf |
| description | Build the downloadable shift-handover pack PDF — per §8.1 of the IT runbook. Cover with outgoing/incoming shifts, then sections for open P1/P2, awaiting-user, pending escalations, VIP watchlist, network/change in flight, notes for incoming. Renders via the inline HTML template + Playwright. |
| enabled | true |
Instructions
Use this skill when Aaron asks for "the handover pack", "the PDF", "end-of-shift summary", or any variation. This is the deliverable the persona exists to produce.
Workflow
- Gather the data by chaining other skills first:
- Open ticket list via
servicenow_list_tickets (omit state filter; render handles the bucketing).
- For each P1/P2, fetch recent work notes:
servicenow_list_work_notes(ticket_id, limit: 3).
- For VIP callers: cross-join via workday + m365-graph for status / OOO.
- Read the policy via it-policy-reference — the section order in §8.1 is what the PDF must follow.
- Render by invoking
scripts/render_handover.py via code_interpreter:
python /app/use-cases/it-service-desk/skills/handover-pack-pdf/scripts/render_handover.py \
--outgoing-shift "Day (Aaron Cole, AGT-301)" \
--incoming-shift "Night (Chen Wu, AGT-303)" \
--shift-date 2026-06-08 \
--tickets-json '<JSON object — see below>' \
--notes-for-incoming "Free text from Aaron…" \
--out /tmp/handover-2026-06-08-day-to-night.pdf
- Confirm in chat: "Handover saved to
/tmp/handover-…pdf — N pages, X open P1/P2, Y awaiting user, Z pending escalations." Reference the path so file-sharing picks it up.
Tickets-JSON shape
The render script expects a single object with these keys:
{
"p1_p2_open": [{ "id": "INC-7002", "priority": "P1", "state": "In Progress", "caller": "Diana Whitfield", "caller_vip": true, "assigned_to": "Bea Lindgren (AGT-302)", "short_description": "...", "last_note": "..." }, ...],
"awaiting_user": [{ "id": "INC-7001", "caller": "Jamal Carter", "assigned_to": "Aaron Cole (AGT-301)", "short_description": "...", "what_we_asked": "..." }, ...],
"pending_escalations": [{ "id": "INC-7004", "escalated_to": "Network L2", "escalated_when": "2 hours ago", "why": "..." }, ...],
"vip_watchlist": [{ "id": "INC-7002", "caller": "Diana Whitfield", "vip_rationale": "Executive (CEO)", "status": "..." }, ...],
"network_change_in_flight": [{ "id": "CHG-9001", "type": "Change", "state": "Scheduled", "summary": "..." }, ...]
}
Assets
assets/handover-pack.html — Jinja-style template (string substitution, no Jinja). Cool-grey + ServiceNow-blue theme. Cover + one section per §8.1 bullet.
Constraints
- Always include the §8.1 sections in order. Print empty sections with "None" rather than skipping.
- The handover is not a triage doc — keep each ticket row to 2-3 lines.
- VIP names appear (this is internal); do not include any §7.2-prohibited content (the PDF is internal-only, but stay consistent with the tone rules).
- Do not auto-email. §8.2 explicitly says PDF only; email is a separate workflow.
When NOT to use
- Spot question on a single ticket — use ticket-triage.
- Verbal queue summary — use queue-overview, answer inline.
Available Files
This skill directory contains the following files you can read with read_file using their absolute paths (prefix /app/use-cases/it-service-desk/skills/handover-pack-pdf/):
assets/handover-pack.htmlscripts/render_handover.py
