scn003-crm-support-console

name	scn003-crm-support-console
description	Resolve SCN_003 CRM support-console tasks: ticket-batch resolution, mobile contact-center triage, and enterprise export-complaint response packages. Drive the remote console API, apply diagnostic floors + gating order, and emit the per-family JSON answer.

SCN_003 CRM Support Console — Executable SOP

Self-evolved skill. All thresholds marked (inferred) were derived by reasoning against the live API records (no gold answers). They are committed numeric estimates.

0. Environment & base URL

• Base URL: <remote-env-url> (ALWAYS use this; ignore any http://127.0.0.1:8057 in prompts).
• Health: GET /health → {"ok": true}.
• Catalog: GET /api/catalog (endpoints + record counts).
• Records are the source of truth — never assume fields; fetch them.

1. API map

Ticket / fixed-line domain (train_001, train_004)

Endpoint	Returns
GET /api/tickets	all tickets: ticket_id, account_id, service_type, service_area, subscribed_mbps, status, issue_summary
GET /api/tickets/<ticket_id>	single ticket (carries subscribed_mbps + service_type)
GET /api/accounts/<account_id>	status (Active/Suspended), authentication{last_login_status, account_recovery_status}, service_area, tier (404 {"error":"not_found"} = invalid account)
GET /api/outages?service_area=<area>	list of {outage_id, active, eta_hours, service_types[], started_at}
GET /api/diagnostics/<ticket_id>	PRE metrics: bandwidth_mbps, latency_ms, jitter_ms, root_causes[]
GET /api/troubleshooting/<ticket_id>	POST metrics: post_bandwidth_mbps, post_latency_ms, post_jitter_ms, steps[]

Mobile domain (train_002, train_005)

Endpoint	Returns
GET /api/cases / GET /api/cases/<case_id>	case_id, customer_id, line_id, device_id, issue_type, customer_location, summary
GET /api/customers	customer_id, name, phone_number, status
GET /api/lines/<line_id>	status (Active/Suspended), suspension_reason (OVERDUE_BILL / CONTRACT_ENDED / ""), roaming_enabled, data_used_gb, plan_id, device_id
GET /api/devices/<device_id>	sim_status, signal_strength, airplane_mode, mobile_data_enabled, phone_roaming_enabled, data_saver_mode, network_mode_preference, vpn_connected, can_send_mms, mmsc_url_present, messaging_permissions{sms, storage}, wifi_calling_enabled, speed_test
GET /api/plans/<plan_id>	data_limit_gb, data_refueling_price_per_gb, monthly_price_usd, name
GET /api/bills	bill_id, customer_id, amount_due_usd, due_date, status (Paid/Overdue)

Enterprise domain (train_003)

Endpoint	Returns
GET /api/enterprise/accounts	enterprise_account_id, name, tier, account_owner, finance_owner
GET /api/enterprise/incidents	incident_id, enterprise_account_id, product, severity, status, summary, engineering_owner, account_owner, received_at
GET /api/enterprise/export-runs?incident_id=<id>	run_id, run_date, status (FAILED/SUCCEEDED), failure_code, exported_record_count
GET /api/enterprise/messages?query=<text>	message_id, author, channel, created_at, body (substring search; use query=. to list all)
GET /api/enterprise/sla/<enterprise_account_id>	monthly_export_credit_percent, credit_trigger, executive_contact

2. Ticket family — inferred diagnostic floors (CRITICAL)

Derived by flag-vs-metric reasoning across the 8 tickets that pass all gates (real root_causes, non-GENERATED_NOISE):

Metric	Floor	Flag when	Cleared (post) when
bandwidth_mbps	0.80 × subscribed_mbps (inferred)	bandwidth_mbps < 0.80·sub	post_bandwidth_mbps ≥ 0.80·sub
latency_ms	100 ms (inferred)	latency_ms > 100	post_latency_ms ≤ 100
jitter_ms	30 ms (inferred)	jitter_ms > 30 (= stability_issue)	post_jitter_ms ≤ 30

Evidence: latency 100 is the only round number in the viable window [82, 121) (resolved post-lat max = 82; escalated post-lat min with latency remaining = 121). Bandwidth 0.80 yields all-integer floors for every observed subscribed_mbps (300→240, 500→400, 750→600, 100→80, 200→160) and is consistent with both anchor tickets (TCK-5107 sub=300 pre 209<240 flagged, post 272≥240 cleared→RESOLVED; TCK-5184 sub=500 pre 318<400 flagged, post 332<400 remains→ESCALATED). Jitter 30 is the standard SLA threshold in [21,32) and flags the high-jitter resolved example (TCK-5107 pre 33.5) so auto-troubleshooting clears all three issue types.

Worked floor table (per subscribed_mbps):

subscribed_mbps	bandwidth floor (0.80·sub)
100	80
200	160
300	240
500	400
750	600

3. Ticket family — gating order & resolution (train_001, train_004)

Evaluate each ticket in this strict order. The FIRST matching gate wins; gates 1–4 skip diagnostics.

Gate 1 — Account lookup (INVALID_ACCOUNT)

• GET /api/accounts/<account_id> → 404 {"error":"not_found"} (e.g. BAD-*).
• final_resolution_status = FAILED, diagnostic_needed = false, outage_id = "".
• train_001: resolution_route = INVALID_ACCOUNT, escalation_team = NONE.
• train_004: key_blocker = INVALID_ACCOUNT, route_team = NONE.

Gate 2 — Auth gate (AUTH_FAILED)

• authentication.last_login_status == "FAILURE" OR account_recovery_status == "FAILURE".
• final_resolution_status = FAILED, diagnostic_needed = false.
• train_001: resolution_route = AUTH_FAILED, escalation_team = NONE.
• train_004: key_blocker = AUTH_FAILED, route_team = NONE.
• (Eligibility+auth gates → FAILED before diagnostics.)

Gate 3 — Account eligibility / suspension (inferred)

• account.status == "Suspended" (account exists, auth OK, but not Active → not eligible for diagnostics).
• final_resolution_status = FAILED (inferred), diagnostic_needed = false.
• key_blocker:
  • default → OVERDUE_SUSPENSION (e.g. "overdue notice", "account hold", "suspended after overdue").
  • FRAUD_SUSPENSION only if an explicit fraud/security indicator appears in the ticket text (none in train data; default suspended accounts are overdue).
• Responsible team = ACCOUNTS_PAYABLE (billing owns the suspension).
  • train_001: resolution_route = INELIGIBLE_ACCOUNT, escalation_team = ACCOUNTS_PAYABLE (billing owner; alternative if eval treats escalation_team as strictly for ESCALATED status → NONE).
  • train_004: key_blocker = OVERDUE_SUSPENSION/FRAUD_SUSPENSION, route_team = ACCOUNTS_PAYABLE.
  • ALTERNATIVE interpretation: overdue suspension may be PENDING_ACTION (customer pays) + ACCOUNTS_PAYABLE; chose FAILED per the hint's eligibility→FAILED rule. If status counts mismatch, reconsider PENDING_ACTION.

Gate 4 — Active outage in service_area (OUTAGE_WAIT)

• GET /api/outages?service_area=<account.service_area>; if any outage has active == true AND ticket.service_type ∈ outage.service_types.
• final_resolution_status = PENDING_ACTION, diagnostic_needed = false, outage_id = <that outage_id>.
• train_001: resolution_route = OUTAGE_WAIT, escalation_team = NONE, issue flags (latency/stability/bandwidth) all false.
• train_004: key_blocker = ACTIVE_OUTAGE, route_team = NONE.
• These count toward tickets_requiring_customer_wait (= count of OUTAGE_WAIT tickets).
• (Active outage → outage-wait, no diagnostics.)

Gate 5 — Diagnose + auto-troubleshoot (passed all gates)

• diagnostic_needed = true. Fetch /api/diagnostics/<tid> and /api/troubleshooting/<tid>.
• PRE flags (floor violations on the diagnostic record):
  • bandwidth_issue = bandwidth_mbps < 0.80·subscribed_mbps
  • latency_issue = latency_ms > 100
  • stability_issue = jitter_ms > 30
• POST clear (on the troubleshooting record):
  • bandwidth cleared: post_bandwidth_mbps ≥ 0.80·sub
  • latency cleared: post_latency_ms ≤ 100
  • stability cleared: post_jitter_ms ≤ 30
• Decision rule: RESOLVED via auto-troubleshooting iff every PRE-flagged issue is cleared POST; otherwise ESCALATED.
  • RESOLVED → train_001: resolution_route = AUTO_TROUBLESHOOTING, escalation_team = NONE. train_004: key_blocker = NONE, route_team = NONE.
  • ESCALATED → train_001: resolution_route = ESCALATION, escalation_team = <root-cause team>. train_004: key_blocker = <root-cause blocker>, route_team = <root-cause team>.
• GENERATED_NOISE as the only root_cause = sentinel that the ticket was gated out (gates 1–4); never diagnose it. Real root_causes seen: CONFIGURATION_DRIFT, FIBER_DROP_DAMAGE, SIGNAL_LOSS, VOICE_PROFILE_STALE, BACKBONE_CAPACITY, PROVISIONING_STALE.

Root-cause → team / key_blocker map (for ESCALATED diagnosed tickets)

diagnostic root_cause	escalation_team	train_004 key_blocker
FIBER_DROP_DAMAGE, SIGNAL_LOSS (fiber/signal)	FIELD_OPS	PHYSICAL_LINE_FAULT
BACKBONE_CAPACITY (backbone/capacity)	NETWORK_ENGINEERING	NETWORK_CAPACITY
PROVISIONING_STALE (provisioning)	TIER2_SUPPORT	PROVISIONING_STALE
any BILLING_* (billing root cause)	ACCOUNTS_PAYABLE	(billing)
CONFIGURATION_DRIFT, VOICE_PROFILE_STALE	typically auto-RESOLVED; if not cleared → TIER2_SUPPORT (fallback)	—

train_001 batch_summary

• RESOLVED / PENDING_ACTION / ESCALATED / FAILED: counts of each final_resolution_status.
• tickets_requiring_customer_wait: count of OUTAGE_WAIT (PENDING_ACTION via active outage) tickets.

Predicted train_001 (4 tickets) — sanity check

• TCK-5107 (ACC-5107 Active, SA-17 no outage, CONFIGURATION_DRIFT): pre bw209<240 T, lat142.8>100 T, jit33.5>30 T; post bw272≥240, lat82≤100, jit21≤30 → RESOLVED, AUTO_TROUBLESHOOTING, NONE.
• TCK-5131 (ACC-5131 Active, SA-31 active outage OUT-9102 covers video): PENDING_ACTION, OUTAGE_WAIT, outage_id=OUT-9102, NONE.
• TCK-5184 (ACC-5184 Active, SA-44 no outage, FIBER_DROP_DAMAGE+SIGNAL_LOSS): post bw332<400, lat176>100, jit41>30 → ESCALATED, ESCALATION, FIELD_OPS.
• TCK-5202 (ACC-5202 Suspended): FAILED, INELIGIBLE_ACCOUNT, ACCOUNTS_PAYABLE (per inferred rule).
• batch_summary: RESOLVED=1, PENDING_ACTION=1, ESCALATED=1, FAILED=1, tickets_requiring_customer_wait=1.

Predicted train_004 (7 tickets) — sanity check

• TCK-5401: SA-61 outage OUT-9401 (internet) → PENDING_ACTION, ACTIVE_OUTAGE, NONE.
• TCK-5402 (VOICE_PROFILE_STALE, sub100): pre bw61<80 T, lat97≤100, jit24≤30; post bw93≥80, lat79, jit18 → RESOLVED, NONE, NONE.
• TCK-5403 (BAD-5403 not found): FAILED, INVALID_ACCOUNT, NONE.
• TCK-5404 (ACC-5404 auth FAILURE): FAILED, AUTH_FAILED, NONE.
• TCK-5405 (ACC-5405 Suspended/overdue): FAILED, OVERDUE_SUSPENSION, ACCOUNTS_PAYABLE.
• TCK-5406 (BACKBONE_CAPACITY, sub500): post bw298<400, lat198>100, jit43>30 → ESCALATED, NETWORK_CAPACITY, NETWORK_ENGINEERING.
• TCK-5407 (PROVISIONING_STALE, sub750): post bw610≥600 clear, lat121>100, jit32>30 → ESCALATED, PROVISIONING_STALE, TIER2_SUPPORT.
• queue_summary: FAILED=3, PENDING_ACTION=1, RESOLVED=1, ESCALATED=2, TIER2_SUPPORT=1, FIELD_OPS=0, NETWORK_ENGINEERING=1, ACCOUNTS_PAYABLE=1.

4. Mobile family — triage decision tree (train_002, train_005)

For each case, fetch case → customer → line → device → plan, and the customer's bills. Decide in this priority order (first match wins). customer_location "abroad" = traveler.

Step 1 — Line suspended? (line.status == "Suspended")

• suspension_reason == "OVERDUE_BILL" AND a bill status == "Overdue":
  • primary = SEND_PAYMENT_REQUEST, secondary = RESUME_LINE_REBOOT, final_route = BILLING_RECOVERY (train_002) — bill_id = the overdue bill_id, charge_amount_usd = bill.amount_due_usd. (train_005 has no billing action in its enum → if a train_005 case is an overdue suspension, use TRANSFER_HUMAN.)
• suspension_reason == "CONTRACT_ENDED" (or any non-bill):
  • primary = TRANSFER_HUMAN, final_route = HUMAN_TRANSFER (renewal/retention needed; cannot self-serve).

Step 2 — issue_type == NO_SERVICE (not suspended): inspect device.sim_status

• sim_status == "missing" (e.g. after a commute) → RESEAT_SIM (train_002 only; not in train_005 enum → TRANSFER_HUMAN there).
• sim_status == "locked_pin" (SIM PUK-locked) → TRANSFER_HUMAN (HUMAN_TRANSFER).
• device.airplane_mode == true → TOGGLE_AIRPLANE_MODE (SELF_SERVICE).

Step 3 — issue_type == MOBILE_DATA (data not working)

• Cap hit: line.data_used_gb > plan.data_limit_gb → REFUEL_DATA.
  • data_refuel_gb = customer_preferences[case_id].accepted_refuel_gb if the worklist provides it; else default = ceil(data_used_gb - data_limit_gb) (min 1.0) (inferred).
  • charge_amount_usd = data_refuel_gb × plan.data_refueling_price_per_gb (2-decimal).
  • final_route = DATA_RECOVERY (train_005); train_002 route = SELF_SERVICE.
• Abroad + line.roaming_enabled == false (line-side roaming off; phone may be on) → ENABLE_LINE_ROAMING, carrier_update_required = true, final_route = CARRIER_UPDATE. (carrier/line-side update)
• Abroad + phone_roaming_enabled == false (line roaming OK, phone toggle off) → TOGGLE_ROAMING (device self-service). train_002 final_route = SELF_SERVICE; train_005 final_route = DEVICE_SETTING_FIX. carrier_update_required = false.
• device.mobile_data_enabled == false (e.g. after a settings change) → TOGGLE_MOBILE_DATA. train_005 final_route = DEVICE_SETTING_FIX; train_002 SELF_SERVICE.
• device.airplane_mode == true → TOGGLE_AIRPLANE_MODE.

Step 4 — issue_type == SLOW_DATA

• device.data_saver_mode == true → TOGGLE_DATA_SAVER (DEVICE_SETTING_FIX / SELF_SERVICE).
• device.network_mode_preference is an older mode (3g_only, 2g_only, etc.) → SET_NETWORK_MODE (upgrade to 4g_5g_preferred) (DEVICE_SETTING_FIX / SELF_SERVICE).
• device.vpn_connected == true → DISCONNECT_VPN (SELF_SERVICE / DEVICE_SETTING_FIX).
• (Evaluate data_saver → network_mode → vpn in order; pick the first active cause. If multiple, the most direct reported-symptom match.)

Step 5 — issue_type == MMS

• device.mmsc_url_present == false (APN profile broken, e.g. after APN edit) → RESET_APN_REBOOT (SELF_SERVICE). (train_002 only.)
• device.messaging_permissions.storage == false and/or sms == false → GRANT_MESSAGING_PERMISSION (train_002 only).
  • permission field = the missing permission(s): storage if only storage missing; sms if only sms missing; sms_and_storage if both missing; NONE otherwise.
• (If can_send_mms == false but mmsc present + perms OK → consider TOGGLE_WIFI_CALLING or TRANSFER_HUMAN.)

Step 6 — Fallback

• If no self-serve action applies or the issue is unrecoverable (hardware, fraud, contract) → TRANSFER_HUMAN, final_route = HUMAN_TRANSFER.

final_route by action

Action	train_002 final_route	train_005 final_route
RESEAT_SIM, TOGGLE_ROAMING, GRANT_MESSAGING_PERMISSION, DISCONNECT_VPN, RESET_APN_REBOOT, TOGGLE_AIRPLANE_MODE, TOGGLE_DATA_SAVER, SET_NETWORK_MODE, TOGGLE_MOBILE_DATA	SELF_SERVICE	DEVICE_SETTING_FIX (or SELF_SERVICE N/A in train_005)
REFUEL_DATA	SELF_SERVICE	DATA_RECOVERY
ENABLE_LINE_ROAMING	CARRIER_UPDATE	CARRIER_UPDATE
SEND_PAYMENT_REQUEST (+RESUME_LINE_REBOOT)	BILLING_RECOVERY	(not in enum → TRANSFER_HUMAN)
TRANSFER_HUMAN	HUMAN_TRANSFER	HUMAN_TRANSFER

Charge / carrier fields

• charge_amount_usd: REFUEL_DATA → refuel_gb × plan.data_refueling_price_per_gb; SEND_PAYMENT_REQUEST → bill.amount_due_usd; all other actions → 0.00 (2-decimal).
• carrier_update_required (train_005): true ONLY for ENABLE_LINE_ROAMING; false otherwise.
• data_refuel_gb (train_005): the refuel amount (1-decimal) for REFUEL_DATA; 0.0 otherwise.
• permission (train_002): storage/sms/sms_and_storage for GRANT_MESSAGING_PERMISSION; NONE otherwise.
• bill_id (train_002): the overdue bill_id for BILLING_RECOVERY; "" otherwise.
• secondary_action: RESUME_LINE_REBOOT for BILLING_RECOVERY; NO_ACTION for all other single-step actions.

Predicted train_002 (5 cases)

• CASE-2101 (sim missing) → RESEAT_SIM, secondary NO_ACTION, perm NONE, bill "", charge 0.00, SELF_SERVICE.
• CASE-2102 (Suspended OVERDUE_BILL, BILL-2102 Overdue $86.4) → SEND_PAYMENT_REQUEST, secondary RESUME_LINE_REBOOT, perm NONE, bill BILL-2102, charge 86.40, BILLING_RECOVERY.
• CASE-2103 (abroad, line.roaming_enabled=true, phone_roaming_enabled=false) → TOGGLE_ROAMING, secondary NO_ACTION, SELF_SERVICE.
• CASE-2104 (MMS, storage=false, mmsc present) → GRANT_MESSAGING_PERMISSION, permission=storage, SELF_SERVICE.
• CASE-2105 (SLOW_DATA, vpn_connected=true) → DISCONNECT_VPN, SELF_SERVICE.
• queue_summary: self_service_fixes=4, billing_recoveries=1, carrier_updates=0, human_transfers=0.

Predicted train_005 (5 cases)

• CASE-2501 (data_used 16.2 > limit 15, pref accepted_refuel_gb=2.0) → REFUEL_DATA, data_refuel_gb=2.0, charge=2.0×2.0=4.00, carrier_update_required=false, DATA_RECOVERY.
• CASE-2502 (abroad, line.roaming_enabled=false, phone on) → ENABLE_LINE_ROAMING, data_refuel_gb=0.0, charge=0.00, carrier_update_required=true, CARRIER_UPDATE.
• CASE-2503 (data_saver_mode=true) → TOGGLE_DATA_SAVER, DEVICE_SETTING_FIX.
• CASE-2504 (network_mode_preference=3g_only) → SET_NETWORK_MODE, DEVICE_SETTING_FIX.
• CASE-2505 (mobile_data_enabled=false) → TOGGLE_MOBILE_DATA, DEVICE_SETTING_FIX.
• worklist_summary: data_refuel_cases=1, carrier_updates=1, device_setting_fixes=3, human_transfers=0, total_estimated_customer_charge_usd=4.00.

5. Enterprise family — export-complaint response package (train_003)

Inputs: complaint email (client name, product, incident ref) + response_requirements.json (required fields, permission_users_to_include, naming_style).

Build order

1. incident_id: from the complaint email (e.g. INC-7301). Confirm via GET /api/enterprise/incidents (match incident_id + client).
2. enterprise_account_id: from incident.enterprise_account_id (cross-check GET /api/enterprise/accounts by name == client).
3. failure_window: GET /api/enterprise/export-runs?incident_id=<id>.
   • start_date = run_date of the FIRST FAILED run.
   • end_date = run_date of the LAST FAILED run.
   • failed_days = count of consecutive FAILED runs. (Asteri: 2026-05-12 → 2026-05-14, 3. Quanta: 2026-05-25 → 2026-05-28, 4.)
4. backfill_days: = failed_days (the failed runs are backfilled; confirmed by the succeeding recovery run + messages saying "N days require manual backfill"). (Asteri 3, Quanta 4.)
5. root_cause_category: the FAILED runs' failure_code, lowercased, corroborated by message evidence. (Asteri: stale_credential; Quanta: staging_storage_quota.) Concise category string.
6. contributing_alert_issue (ARCHIVED_ALERT_ROUTE | NONE | UNKNOWN): search GET /api/enterprise/messages?query=<client/incident>; if an alert message's channel contains "archive" (e.g. export-alerts-archive) → ARCHIVED_ALERT_ROUTE; if there is a clear alert in an active channel (e.g. data-platform) → NONE; if no message evidence → UNKNOWN. (Asteri: ARCHIVED_ALERT_ROUTE; Quanta: NONE.)
7. sla_credit_percent: GET /api/enterprise/sla/<enterprise_account_id> → monthly_export_credit_percent, applied when the credit_trigger condition is met (Asteri: "3 consecutive failed" → 15; Quanta: "critical export outage longer than 72 hours", 4 days=96h → 20). Integer percent.
8. severity: from incident.severity (Critical/High/Medium/Low).
9. engineering_owner: from incident.engineering_owner.
10. account_owner: from incident.account_owner.
11. channel_name (lowercase-hyphen): the active operational/alert channel for the product. If the alert was routed to an archived channel, use the active counterpart (strip -archive): Asteri → export-alerts. Otherwise use the channel from the engineering root-cause message (Quanta → data-platform). (inferred)
12. evidence_folder (client-date investigation folder): <client-slug>-<failure_window.start_date>-investigation. Client slug = first two words of the account name, lowercased, hyphenated (drop Inc./Group): Asteri Retail Inc. → asteri-retail. → asteri-retail-2026-05-12-investigation. (inferred)
13. report_title (client export failure report title): <Client Name> Export Failure Report (Title Case, full client name minus Inc./Group): Asteri Retail Export Failure Report. (inferred)
14. share_permissions: one entry per user in response_requirements.permission_users_to_include, in that exact order. Permission (view | edit | upload_only) (inferred): finance_owner (if in list, e.g. laura.brown) → edit (approves/adjusts SLA credit); other included users → view. (Asteri: [{user: laura.brown, permission: edit}, {user: jun.chen, permission: view}]. Alternative: laura.brown=view, jun.chen=upload_only.)
15. response_status (READY_TO_SEND | NEEDS_FINANCE_REVIEW | NEEDS_ENGINEERING_REVIEW | UNDER_INVESTIGATION) (inferred):
    • root_cause unknown (no failure_code / no message evidence) → UNDER_INVESTIGATION;
    • root_cause known but NO successful recovery run (fix not verified) → NEEDS_ENGINEERING_REVIEW;
    • root_cause known + recovery run SUCCEEDED + backfill done + SLA credit applicable → NEEDS_FINANCE_REVIEW (finance must approve the credit before sending);
    • all approved → READY_TO_SEND.
    • Asteri: STALE_CREDENTIAL known, RUN-AST-3 SUCCEEDED on 2026-05-15, 3-day backfill, 15% credit → NEEDS_FINANCE_REVIEW. (Alternative: READY_TO_SEND if the credit is treated as auto-applied per contract.)

Predicted train_003 (Asteri / INC-7301)

• incident_id: INC-7301; enterprise_account_id: ENT-3001.
• root_cause_category: stale_credential; contributing_alert_issue: ARCHIVED_ALERT_ROUTE.
• failure_window: {start_date: 2026-05-12, end_date: 2026-05-14, failed_days: 3}; backfill_days: 3.
• sla_credit_percent: 15; severity: Critical.
• engineering_owner: delana.rao; account_owner: stephany.lo.
• channel_name: export-alerts; evidence_folder: asteri-retail-2026-05-12-investigation; report_title: Asteri Retail Export Failure Report.
• share_permissions: [{laura.brown, edit}, {jun.chen, view}].
• response_status: NEEDS_FINANCE_REVIEW.

6. Audit-math definitions (ticket family — for audit-style output variants)

Let D = set of diagnosed tickets (passed all gates; real root_cause). For t∈D: sub = subscribed_mbps; f_bw = 0.80·sub; f_lat = 100; f_jit = 30.

• pre_troubleshooting_bandwidth_gap_total = Σ_over_D max(0, f_bw − pre_bandwidth_mbps) (total Mbps below the bandwidth floor before troubleshooting; only positive gaps). (inferred)
• diagnostic_records_skipped_by_gate = count of tickets NOT diagnosed because a gate fired = (INVALID_ACCOUNT) + (AUTH_FAILED) + (suspended) + (active-outage). I.e. total_tickets − |D|. (inferred)
• post_troubleshooting_remaining_issue_flags = Σ_over_D (count of issue types among {bandwidth, latency, stability} still violated POST). RESOLVED tickets contribute 0; each ESCALATED ticket contributes ≥1. Compute: (post_bw < f_bw) + (post_lat > f_lat) + (post_jit > f_jit) summed over D. (inferred)
• post_threshold_excess_totals (per dimension, over D):
  • bandwidth shortfall: Σ max(0, f_bw − post_bandwidth_mbps).
  • latency excess: Σ max(0, post_latency_ms − f_lat).
  • jitter excess: Σ max(0, post_jitter_ms − f_jit).
  • total = sum of the three. (inferred)
• per-ticket floor/shortfall list (for each t∈D): {ticket_id, subscribed_mbps, bandwidth_floor=f_bw, pre_bandwidth_mbps, pre_bandwidth_shortfall=max(0,f_bw−pre_bw), pre_latency_ms, pre_latency_excess=max(0,pre_lat−f_lat), pre_jitter_ms, pre_jitter_excess=max(0,pre_jit−f_jit), post_* (same), pre_flags{bandwidth,latency,stability}, post_remaining_flags, root_causes, resolved_bool}. (inferred)
• success/failure ids: success = ticket_ids with final_resolution_status RESOLVED; failure = ticket_ids ESCALATED (auto-troubleshoot did not clear all issues). (Gated FAILED/PENDING ids are列出 separately as skipped_by_gate.) (inferred)
• root-cause-escalation grouping: ESCALATED ticket_ids grouped by root_cause → escalation_team (fiber/signal→FIELD_OPS, backbone/capacity→NETWORK_ENGINEERING, provisioning→TIER2_SUPPORT, billing→ACCOUNTS_PAYABLE). (inferred)

7. Output field definitions (schema recap)

train_001 ticket_decisions (per ticket, preserve payload order)

ticket_id, account_id, final_resolution_status (RESOLVED|PENDING_ACTION|ESCALATED|FAILED), diagnostic_needed (bool), latency_issue (bool), stability_issue (bool, =jitter), bandwidth_issue (bool), outage_id (string; "" if none), escalation_team (NONE|TIER2_SUPPORT|FIELD_OPS|NETWORK_ENGINEERING|ACCOUNTS_PAYABLE), resolution_route (AUTO_TROUBLESHOOTING|OUTAGE_WAIT|ESCALATION|INELIGIBLE_ACCOUNT|AUTH_FAILED|INVALID_ACCOUNT). batch_summary: RESOLVED, PENDING_ACTION, ESCALATED, FAILED, tickets_requiring_customer_wait.

train_004 ticket_decisions (per ticket, preserve payload order)

ticket_id, final_resolution_status (RESOLVED|PENDING_ACTION|ESCALATED|FAILED), route_team (NONE|TIER2_SUPPORT|FIELD_OPS|NETWORK_ENGINEERING|ACCOUNTS_PAYABLE), key_blocker (NONE|ACTIVE_OUTAGE|INVALID_ACCOUNT|AUTH_FAILED|OVERDUE_SUSPENSION|FRAUD_SUSPENSION|NETWORK_CAPACITY|PROVISIONING_STALE|PHYSICAL_LINE_FAULT), diagnostic_required (bool). queue_summary: FAILED, PENDING_ACTION, RESOLVED, ESCALATED, TIER2_SUPPORT, FIELD_OPS, NETWORK_ENGINEERING, ACCOUNTS_PAYABLE.

train_002 case_decisions (ascending case_id)

case_id, customer_id, line_id, primary_action, secondary_action, permission (NONE|sms|storage|sms_and_storage), bill_id ("" if n/a), charge_amount_usd (2-decimal), final_route (SELF_SERVICE|BILLING_RECOVERY|CARRIER_UPDATE|HUMAN_TRANSFER). queue_summary: self_service_fixes, billing_recoveries, carrier_updates, human_transfers.

train_005 case_decisions (ascending case_id)

case_id, primary_action, secondary_action, data_refuel_gb (1-decimal; 0.0 n/a), charge_amount_usd (2-decimal), carrier_update_required (bool), final_route (DATA_RECOVERY|CARRIER_UPDATE|DEVICE_SETTING_FIX|HUMAN_TRANSFER). worklist_summary: data_refuel_cases, carrier_updates, device_setting_fixes, human_transfers, total_estimated_customer_charge_usd.

train_003 (single object)

incident_id, enterprise_account_id, root_cause_category, contributing_alert_issue (ARCHIVED_ALERT_ROUTE|NONE|UNKNOWN), failure_window{start_date,end_date,failed_days}, backfill_days, sla_credit_percent (int), severity (Critical|High|Medium|Low), engineering_owner, account_owner, channel_name, evidence_folder, report_title, share_permissions[{user,permission(view|edit|upload_only)}], response_status (READY_TO_SEND|NEEDS_FINANCE_REVIEW|NEEDS_ENGINEERING_REVIEW|UNDER_INVESTIGATION).

8. Pitfalls

• Always use base URL <remote-env-url>, never 127.0.0.1:8057.
• GENERATED_NOISE root_cause = gated-out sentinel; never run floor analysis on it. Only the 8 real root_cause tickets get diagnosed. Other "Generated Customer/Plan/Message/Enterprise" records are filler — distinguish real records (named owners, real failure_codes, real metrics) from generated filler.
• Bandwidth floor is a RATIO of subscribed_mbps, not absolute. Each ticket has its own subscribed_mbps. Compute 0.80·subscribed_mbps per ticket.
• stability_issue = jitter (not a separate signal). Flag when jitter_ms > 30.
• RESOLVED requires ALL pre-flagged issues cleared post — not "improved". A ticket can improve on bandwidth but stay ESCALATED if latency/jitter remain (e.g. TCK-5407).
• Outage gate requires active==true AND service_type ∈ outage.service_types — a non-matching outage does not block.
• Mobile roaming: distinguish line.roaming_enabled (line-side → ENABLE_LINE_ROAMING, carrier update) vs device.phone_roaming_enabled (device toggle → TOGGLE_ROAMING, self-service). They are different fixes.
• Mobile suspension: OVERDUE_BILL → billing recovery (SEND_PAYMENT_REQUEST+RESUME_LINE_REBOOT); CONTRACT_ENDED/other → TRANSFER_HUMAN. Do not send a payment request for a non-bill suspension.
• MMS: mmsc_url_present==false → RESET_APN_REBOOT; storage/sms permission false → GRANT_MESSAGING_PERMISSION. Don't confuse the two.
• Enterprise: failure_window.end_date is the LAST FAILED run_date, not the recovery date. backfill_days = failed_days. sla_credit_percent comes from the SLA contract (per-account), applied when the trigger condition is met — it is NOT always 15 (Quanta=20).
• preserve order: ticket_decisions preserve payload CSV order; case_decisions preserve ascending case_id order.
• Numbers: charges 2-decimal; data_refuel_gb 1-decimal; sla_credit_percent integer.
• Inferred fields with residual uncertainty: suspension status (FAILED vs PENDING_ACTION), train_001 escalation_team for suspension (ACCOUNTS_PAYABLE vs NONE), channel_name/evidence_folder/report_title naming, share_permissions permission levels, response_status. If a count/total mismatches, reconsider suspension=PENDING_ACTION first.

9. Threshold summary (inferred)

• latency_ms floor = 100 (flag >100; clear ≤100).
• jitter_ms floor = 30 (flag >30; clear ≤30).
• bandwidth floor = 0.80 × subscribed_mbps (flag <0.80·sub; clear ≥0.80·sub).