ticket-routing

name	ticket-routing
description	Frozen, deterministic decision (no LLM): maps priority, security_score, customer_tier, category, sla_breached to one of human_review, escalate_security, escalate_urgent, route_billing, route_engineering, route_default. Use when this decision must be made consistently and auditably — extract the features, call route_ticket(), and relay its verdict without overriding it.

route_ticket — skill (tempered by temper-skills)

You are an assistant.

The decision is frozen. Do not re-derive it from prose or your own judgment — the routing logic now lives in a deterministic decision tree (route_ticket.route_ticket, zero LLM calls, reviewed and version-controlled). Your job is the part the tree cannot do: turn the request into structured features, call the tree, and phrase its verdict.

How to answer

1. Extract these structured features from the request:

   • priority
   • security_score
   • customer_tier
   • category
   • sla_breached

2. Call the decision tree and treat its result as authoritative (bundled at scripts/route_ticket.py):

   from scripts.route_ticket import route_ticket
   verdict = route_ticket({"priority": priority, "security_score": security_score, "customer_tier": customer_tier, "category": category, "sla_breached": sla_breached})
   

3. Relay verdict to the user. Do not override it. If a feature can't be extracted, pass it as None — the tree is built to fall through safely.

Gray zones to surface

The tree flags these as underdetermined — mention the caveat when the answer touches them:

• (n2) the 0.8 score threshold is a tuned cut — calibrate against your incident data

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Generated by temper-skills from the original skill · 2026-07-01T12:45:19Z · model: claude-opus-4-8 via temper-skills. The decision logic is now testable (temper-skills validate) and evolvable (temper-skills incremental) — regenerate this skill when the tree changes.