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---
title: Enterprise Incident Command Center
emoji: 🚨
colorFrom: purple
colorTo: red
sdk: docker
tags:
- openenv
- rl
- incident-response
app_port: 7860
pinned: false
license: mit
short_description: Enterprise incident response world model for OpenEnv
---
# OpenEnv: Enterprise Incident Command Center (EICC)
> **Tagline:** *When everything is on fire, can your agent keep its cool?*
EICC is a deterministic OpenEnv environment that trains LLM agents to behave like a senior SRE / incident commander: diagnose cascading microservice failures, cross-verify potentially outdated knowledge bases, coordinate tools and stakeholders, and execute multi-step remediation - all under SLA pressure and partial observability.
- **Hugging Face Space (repo):** [Anuj2209/openenv-customer-support](https://huggingface.co/spaces/Anuj2209/openenv-customer-support/tree/main)
- **OpenEnv API:** async `reset()` / `step()` / `state()` / `close()` + HTTP server
- **Three modes:** Ticket mode · Incident mode (Mock env) · Incident mode (VM env)
---
## Theme Alignment
**Theme #3 - World Modeling**
**Sub-theme #3.1 - Professional Tasks**
> *Environments that require real interaction with tools, APIs, or dynamic systems
> where the model is expected to do real hard work instead of exploiting short-cuts.
> Learning from these environments enables agents to maintain consistent internal
> state, update beliefs based on outcomes, and orchestrate multi-step workflows.
> Goal: strengthen causal reasoning and persistent world models.*
> *Expected outcome: an environment capturing nuances of a defined partially
> observable world and improve LLM interaction with it.*
How EICC maps to the brief:
| Theme requirement | How EICC delivers it |
|---|---|
| **Real interaction with tools / APIs / dynamic systems** | 8 enterprise tool subsystems (Monitoring, CRM, Billing, KB, Policy Engine, Incident History, Runbooks, Stakeholder Manager). Mode 3 also routes the **same** action API to a live 5-service Docker cluster. |
| **No shortcut exploits** | 11 explicit anti-shortcut mechanisms: phase-gated actions, investigation-before-action gate, KB cross-verification gate, blast-radius penalty on wrong fixes, CAB approval for risky changes, resource budgets, tone matching, etc. |
| **Maintain consistent internal state** | Long-horizon consistency metric scores whether post-fix actions stay in the consistent set; `known_facts` accumulator forces the agent to reconcile evidence across steps. |
| **Update beliefs based on outcomes** | Partial observability - root cause is hidden, KB can be outdated, policy drifts. The agent must call tools, interpret returns, and revise its plan. |
| **Multi-step workflow orchestration** | 21 typed actions across 4 phases (TRIAGE → INVESTIGATION → RESPONSE → RESOLUTION) with up to 80 steps per nightmare-tier episode. |
| **Causal reasoning** | 5-service causal mesh with cascading failures; reward function explicitly rewards root-cause-aligned `apply_fix` and penalizes symptom-only fixes. |
| **Persistent world model** | Dynamic ticket arrivals, decaying stakeholder patience, evolving service health, policy drift across episode - none of it is reset between steps. |
| **Partial observability** | True root cause hidden, full dependency graph hidden on hard+, KB accuracy hidden, policy values hidden, internal customer risk hidden. |
This is not a quiz benchmark. It is a partially observable enterprise world
where naive prompting fails and only investigation-driven, causally-grounded
agents accumulate positive reward.
---
## Public Submission Links
- **Hugging Face Space (Env):** https://huggingface.co/spaces/Anuj2209/openenv-customer-support/tree/main
- **Training Notebook:** https://huggingface.co/spaces/Anuj2209/openenv-customer-support/blob/main/train_notebook.ipynb
- **Blog Post:** https://huggingface.co/spaces/Anuj2209/openenv-customer-support/blob/main/Blog.md
---
## The 3 Modes (what this repo ships)
| # | Mode | Purpose | Backend | When to use |
|---|---|---|---|---|
| 1 | **Ticket mode** | Backward-compatible support-ticket triage | Pure simulation | Sanity / regression |
| 2 | **Incident mode - Mock env** | Full incident world (services, tools, customers, stakeholders) for **training** | Deterministic in-process simulation | All RL training, fast eval, reproducibility |
| 3 | **Incident mode - VM env** | Same incident world, but actions hit a **real container cluster** | 5 Dockerized microservices + chaos controller | Demos, sim→VM transfer scoring, live drill recovery |
Modes 2 and 3 share the **same OpenEnv API** (`reset` / `step` / `state` / `close`) and the **same 21-action schema**. You train once on Mode 2 and evaluate the same checkpoint on Mode 3 to get a real-world transfer score.
---
## Walkthrough
This submission is an **RL environment** for OpenEnv, plus a complete GRPO training pipeline that demonstrably improves an LLM agent's behavior on it.
1. **The RL environment (core deliverable):** 21 typed actions across 4 incident phases, 5-service causal mesh, 18 hand-crafted scenarios, deterministic per-step reward (no LLM judge), partial observability (root cause hidden), and reproducible seeds. Tools, policies, and a customer/stakeholder layer are part of the world model so the agent has to investigate before acting rather than guess.
2. **Why it is hard for current LLMs:** real enterprise incidents need partial observability, causal reasoning, long-horizon execution, and tool orchestration - not isolated single-turn skills.
3. **Training (RL pipeline):** GRPO on `Qwen2.5-3B-Instruct` via Unsloth + HF TRL in Colab. Reward shaping enforces strict JSON-shape, phase-availability, investigation-before-action, KB cross-verification, policy awareness, and trajectory-grounded action values.
4. **Evidence:** `evaluate.py` produces per-difficulty stage reward curves (`reward_curve_easy.png`, `reward_curve_medium.png`, `reward_curve_hard.png`), root-cause accuracy, 8 tracked behavioral skills, and a machine-readable `trained_report.json` that records `policy_used` (`trained_checkpoint` vs `trained_heuristic` fallback) so judges can see exactly which policy produced each run.
5. **Mode 3 differentiator:** the trained checkpoint is also evaluated on a live Docker cluster, with a `transfer_report.json` that quantifies how much of the simulated improvement carries over to real infrastructure.
---
## Quick Reproduction (Colab / HF Space)
Open `train_notebook.ipynb` and run in order. The notebook has **two lanes**, you can run either or both:
### Lane A - Mock environment (recommended first run)
| Step | Purpose | Typical time |
|---|---|---|
| 1 | Clone repo | < 10 s |
| 2 | Install deps (Unsloth + TRL + peft + bitsandbytes) | ~3 min |
| 3 | Dry-run sanity check | < 30 s |
| 4 | Baseline evaluation → `artifacts/eval_simple/baseline_report.json` | ~1 min |
| 5 | Quick GRPO training (`--iterations 6 --episodes 8 --k 2`) | ~45–75 min on A10/T4 |
| 6A | Compare baseline vs trained on **Mock env**`artifacts/eval_simple/` | ~5–15 min |
| 7 | Inspect reports + `policy_used` provenance | instant |
| 8 | Display 3 mentor curves (easy/medium/hard) | instant |
### Lane B - VM environment (live cluster on the same Colab/HF Space)
> Run **after** Lane A Step 5 has produced a trained checkpoint.
> The VM lane needs a second terminal.
| Step | Where | Command |
|---|---|---|
| **B0** | Same machine, **new terminal** | `pip install -U fastapi uvicorn` (one-time) |
| **B1** | New terminal, leave it running | `python -m sandbox.launch_no_docker` |
| **B2** | Notebook (after B1 prints "all services listening") | run the **Step 6B** cell to evaluate the same trained checkpoint against the live cluster → `artifacts/eval_sandbox/` |
Step B1 starts 5 FastAPI microservices (auth, database, payments, analytics, notifications) + chaos controller on `127.0.0.1`, all in-process - no Docker needed. The notebook's Step 6B cell sets `OPENENV_SANDBOX_CLUSTER_URL=http://127.0.0.1` and `OPENENV_SANDBOX_CHAOS_URL=http://127.0.0.1:6660` so the same `evaluate.py` invocation routes through the live backend.
> **Why two terminals?** The cluster is a long-lived process. The notebook runs the eval as a one-shot. Keeping them in separate terminals matches how you would run this on a real on-call laptop.
> **Want to test the VM environment on your own laptop instead of Colab/HF Space?**
> Follow the full Windows + PowerShell walkthrough in
> [`sandbox/Local_Testing_Guide.md`](./sandbox/Local_Testing_Guide.md).
> It covers Docker Desktop setup, building the cluster, starting the OpenEnv API in
> sandbox mode, manual `Invoke-RestMethod` smoke checks, and the full evaluation
> commands end-to-end.
---
## How the Pipeline Works (Train → Evaluate)
This is a two-phase workflow. Both phases are run from `train_notebook.ipynb`.
### Phase 1 - Training (weights are actually updated)
`train.py` rolls out episodes against the EICC RL environment, scores each
action with the deterministic reward function in `graders/`, and uses
**GRPO (Unsloth + HF TRL)** to update a LoRA adapter on top of
`Qwen2.5-3B-Instruct`. The updated weights are saved to
`artifacts/train/trained_adapter/`. This is real RL: the gradient signal
comes from our environment's reward, not from a separate teacher.
### Phase 2 - Evaluation (frozen weights, before vs after)
`evaluate.py` then plays a fresh set of deterministic episodes **twice**,
once per policy, against the same environment. Weights are frozen during
evaluation - we just measure what training learned.
| Side | What it actually is | Why we run it |
|---|---|---|
| **`baseline`** | The **untrained** `Qwen2.5-3B-Instruct` model. The base LLM walks into an incident cold, with no exposure to our reward function, and tries to solve it using only its pretraining. | The "before" picture. It tells us what an off-the-shelf LLM does when it sees this world for the first time. |
| **`trained`** | The **same** model, but now with the LoRA adapter from Phase 1 applied (`trained_checkpoint`). Same prompts, same env, same seeds - only the weights changed. | The "after" picture. Any improvement here is attributable to RL training in our environment. |
Both runs are logged to `baseline_report.json` and `trained_report.json` so
the gap is auditable per-difficulty, per-skill. The 3 reward curves
(`reward_curve_{easy,medium,hard}.png`) plot the two side by side.
Each `trained_report.json` also contains a `policy_used` field
(`trained_checkpoint` if the LoRA adapter loaded successfully,
`trained_heuristic` as a guarded fallback) so judges can verify the
trained-side numbers are not from a fallback.
### Two lanes, one trained checkpoint
- **Lane A (Mock env, Mode 2)** runs Phase 1 + Phase 2 on the deterministic simulation. Used for training and reproducible scoring.
- **Lane B (VM env, Mode 3)** runs **only Phase 2** with the same trained adapter, but against the live container cluster. Used to measure how much of the simulated improvement transfers to real infrastructure.
---
## Where Results Live
We use two top-level folders with very different jobs.
### `artifacts/` - scratch space (gitignored, regenerated on every run)
This is where the notebook actually writes during a run. Wiped and
overwritten freely. **Never** referenced by the README, the blog, or the
HF Space - judges should never look here.
| Folder | Created by | Contents |
|---|---|---|
| `artifacts/train/` | Step 5 (`train.py`) | `trained_adapter/` (the LoRA weights), `reward_history.json` (per-iteration training reward), `trajectories.json` (raw rollouts), `checkpoint_eval/` (internal mid-training checks) |
| `artifacts/eval_simple/` | Step 6A (`evaluate.py --policy compare`, Mock env) | `baseline_report.json`, `trained_report.json`, `reward_curve_easy.png`, `reward_curve_medium.png`, `reward_curve_hard.png` |
| `artifacts/eval_sandbox/` | Step 6B (`evaluate.py --policy compare --sandbox`, VM env) | Same 5 files as above, but produced against the live cluster |
### `results/` - curated submission snapshots (committed to git)
Final files referenced by this README, `Blog.md`, and the HF Space.
**This is what judges see.** Each subfolder is a different lane of the
same trained checkpoint.
```text
results/
├── simple/ Mode 2 (Mock env) - baseline-vs-trained on deterministic sim
│ ├── baseline_report.json ← untrained Qwen2.5-3B-Instruct numbers
│ ├── trained_report.json ← same model after RL training (with policy_used)
│ ├── reward_curve_easy.png ← reward curve, easy difficulty
│ ├── reward_curve_medium.png ← reward curve, medium difficulty
│ └── reward_curve_hard.png ← reward curve, hard difficulty
├── sandbox/ Mode 3 (VM env) - same checkpoint, but on the live cluster
│ ├── baseline_report.json ← untrained model, live cluster
│ ├── trained_report.json ← trained model, live cluster
│ ├── reward_curve_easy.png ← live-cluster easy curve
│ ├── reward_curve_medium.png ← live-cluster medium curve
│ └── reward_curve_hard.png ← live-cluster hard curve
└── training/ Phase-1 training-time signal (one number per iteration)
└── reward_history.json ← list of avg rewards across training iterations
```
We deliberately do **not** commit `trained_adapter/` (LoRA weights) into
`results/` - it is large and reproducible from the notebook in ~1 hour.
### Promotion: scratch → submission
After a clean notebook run, copy these specific files from `artifacts/`
into `results/`:
| From (`artifacts/...`) | To (`results/...`) |
|---|---|
| `eval_simple/baseline_report.json` | `simple/baseline_report.json` |
| `eval_simple/trained_report.json` | `simple/trained_report.json` |
| `eval_simple/reward_curve_easy.png` | `simple/reward_curve_easy.png` |
| `eval_simple/reward_curve_medium.png` | `simple/reward_curve_medium.png` |
| `eval_simple/reward_curve_hard.png` | `simple/reward_curve_hard.png` |
| `eval_sandbox/baseline_report.json` | `sandbox/baseline_report.json` |
| `eval_sandbox/trained_report.json` | `sandbox/trained_report.json` |
| `eval_sandbox/reward_curve_easy.png` | `sandbox/reward_curve_easy.png` |
| `eval_sandbox/reward_curve_medium.png` | `sandbox/reward_curve_medium.png` |
| `eval_sandbox/reward_curve_hard.png` | `sandbox/reward_curve_hard.png` |
| `train/reward_history.json` | `training/reward_history.json` |
> **Want to see our past run before re-training?**
> Open the JSON reports and PNG curves under [`results/`](./results/)
> directly in GitHub or the HF Space file browser. Those are the exact
> numbers and plots the submission references.
---
## Environment Design
### Architecture
```text
ENTERPRISE INCIDENT COMMAND CENTER
Services (causal mesh):
AUTH ────────► PAYMENTS ────────► NOTIFICATIONS
\ |
\ v
─────────► DATABASE ◄──────── ANALYTICS
Enterprise systems (the agent's tools):
Monitoring · CRM · Billing · Knowledge Base · Policy Engine ·
Incident History · Runbooks · Stakeholder Manager
Agent loop:
Observation → Action → Env transition → Reward → Next observation
(every report records `policy_used` for provenance)
Dual-backend evaluation (Modes 2 & 3 share the same API):
Mock backend → official deterministic score (training + reproducibility)
VM backend → live container cluster (transfer + drill recovery)
```
### Action space (21 actions)
Ticket mode (legacy 6): `classify`, `route`, `respond`, `escalate`, `resolve`, `request_info`.
Incident mode (15 new):
- Investigation: `check_monitoring`, `probe_service`, `fetch_logs`, `fetch_user_data`, `check_billing`, `query_kb`, `check_policy`, `query_incident_history`, `follow_runbook_step`
- Response: `apply_fix`, `rollback_fix`, `notify_stakeholders`
- Resolution: `verify_fix`, `write_postmortem`, `update_kb`
Actions are phase-gated: the agent sees only valid actions for the current phase via `available_actions` in the observation.
### Incident scenario tiers
| Tier | Count | Steps | Customers | Characteristics |
|---|---:|---:|---:|---|
| easy | 3 | 40 | 2–3 | single failure, clear root cause |
| medium | 5 | 50 | 4–5 | cascading issues, red herrings, one policy drift |
| hard | 7 | 70 | 8 | deeper cascades, outdated KB, multiple drifts |
| nightmare | 3 | 80 | 10 | compound faults, high noise, maximum complexity |
### Partial observability
**Hidden from agent (must be discovered):** true root cause, full dependency graph on hard+, KB accuracy, current policy values, internal customer risk, red-herring symptoms.
**Visible:** alert text, tool results, accumulated `known_facts`, stakeholder patience, SLA/step counter, phase-restricted `available_actions`.
---
## Reward Design
Per-step deterministic rewards shaped by:
- structural validity + phase availability of the action
- investigation-before-action, KB cross-verification, policy-awareness
- root-cause correctness of `apply_fix` (with CAB approval gate + blast-radius penalty on wrong fixes)
- customer tone matching against sentiment
- stakeholder proactivity before patience decays
- resource budgets (max fix attempts, escalations, notifications)
Training-time reward adds strict output-shape penalties (single JSON, no extra prose, cap-hit penalty) so the agent is pushed toward compact, parseable actions rather than noisy prose.
No LLM judge is used. All reward logic is in the repo (`graders/` and `env/`).
### Composable Rubric API (OpenEnv-native)
The reward signal is also exposed as composable `openenv.core.rubrics.Rubric`
subclasses in `graders/openenv_rubrics.py`. The top-level `IncidentRewardRubric`
nests `Sequential`, `Gate`, and `WeightedSum` containers so external tooling
can introspect every reward dimension by dot-path:
```python
from graders.openenv_rubrics import IncidentRewardRubric
rubric = IncidentRewardRubric()
for path, dim in rubric.named_rubrics():
print(path)
# -> investigation_before_action, kb_cross_verification, policy_awareness,
# root_cause_accuracy, blast_radius_safe, resource_budget_respected,
# weighted_sum, shape_gate, phase_gate, gated_reward
```
The rubric tree is **read-only** with respect to the env: it inspects
`info.reward_breakdown` produced by the canonical reward path without
mutating env state. Tests in `tests/test_openenv_rubrics.py` verify both
the API contract and that no env reward drift is introduced.
---
## Training Pipeline
- `train.py` - collects trajectories from the live environment across a curriculum (easy → nightmare), runs GRPO (Unsloth + TRL) on Qwen2.5-3B with LoRA, saves adapter to `artifacts/train/trained_adapter/`, then runs baseline vs trained evaluation with per-difficulty stage reward curves.
- `evaluate.py` - deterministic incident episodes per difficulty tier; reports normalized / raw reward, SLA compliance, root-cause accuracy, long-horizon consistency, 8 behavioral skills, and `policy_used` provenance.
- `train_notebook.ipynb` - Colab/HF-Space-first flow with both Mock and VM lanes, dry-run, baseline eval, training (quick or full), compare eval, plotting, and optional two-seed reproducibility.
### Key CLI examples
```bash
# Dry-run sanity (local, no GPU needed)
python train.py --iterations 1 --episodes 1 --k 2 --dry-run
# Quick training (Colab/HF A10 or T4, ~1 hr)
python train.py --iterations 6 --episodes 8 --k 2 --max-completion-length 96 --output-dir artifacts/train
# Full training (T4, ~6-8 hrs)
python train.py --iterations 20 --episodes 30 --k 4 --max-completion-length 128 --output-dir artifacts/train
# Mock env compare (Mode 2)
python evaluate.py --policy compare \
--compare-trained-policy trained_checkpoint \
--checkpoint-dir artifacts/train/trained_adapter \
--checkpoint-base-model Qwen/Qwen2.5-3B-Instruct \
--episodes-per-difficulty 7 --plot --output-dir artifacts/eval_simple
# VM env compare (Mode 3) - start `python -m sandbox.launch_no_docker` first in another terminal
OPENENV_SANDBOX_CLUSTER_URL=http://127.0.0.1 \
OPENENV_SANDBOX_CHAOS_URL=http://127.0.0.1:6660 \
python evaluate.py --policy compare \
--compare-trained-policy trained_checkpoint \
--checkpoint-dir artifacts/train/trained_adapter \
--checkpoint-base-model Qwen/Qwen2.5-3B-Instruct \
--episodes-per-difficulty 7 --plot --sandbox --output-dir artifacts/eval_sandbox
```
---
## Evaluation Metrics
Per-episode:
- Normalized reward (clamped to `[0, 1]`)
- Raw cumulative reward (can be negative, exposed explicitly)
- SLA compliance (pending tickets == 0 at end)
- Root-cause accuracy (at least one correct `apply_fix` landed)
- Long-horizon consistency (post-fix actions stay in the consistent set)
- 8 tracked skills: investigation-before-action, KB cross-verification, policy checking, stakeholder proactivity, root-cause accuracy, tone matching, resource efficiency, red-herring dismissal
Aggregates: `avg_normalized_reward`, `avg_raw_reward`, per-difficulty averages, `policy_used`, `episodes_per_difficulty`.
In Mode 3 (VM), each step response additionally carries:
- `info.sandbox.live_action` - the live cluster call/return
- `observation.tool_results.sandbox_live` - the same payload surfaced as a tool result
In Mode 3 with `--sandbox-drill-mode`, the response info also reports per-step drill telemetry (`info.sandbox.drill.events`, `injected_steps`, `resolved_steps`, `drill_score`).
---
## Results
Final committed snapshots are in [`results/`](./results/):
- [`results/simple/`](./results/simple/) - Mock env baseline + trained reports + 3 reward curves
- [`results/sandbox/`](./results/sandbox/) - VM env baseline + trained reports + 3 reward curves
- [`results/training/reward_history.json`](./results/training/) - training reward history
> **To view our past results without re-running anything:** click into
> [`results/`](./results/) and open the `.json` reports and `.png` curves
> directly. Each `trained_report.json` includes a `policy_used` field so
> you can see whether the numbers came from the real Qwen LoRA checkpoint
> (`trained_checkpoint`) or the deterministic heuristic fallback
> (`trained_heuristic`).
> **`policy_used` field:** both `baseline_report.json` and `trained_report.json` include `policy_used` so you can confirm whether trained-side numbers came from the **real Qwen LoRA checkpoint** (`trained_checkpoint`) or the **deterministic heuristic fallback** (`trained_heuristic`). We keep this explicit in logs/reports for transparency.
---
## HTTP API (OpenEnv-compatible)
Endpoints:
- `POST /reset`, `POST /step`, `GET /state`, `POST /close`
- `GET /health`, `POST /inference`
Optional production headers:
- `X-Session-ID`: isolate concurrent episodes per client/session
- `X-API-Key`: required only when the server is configured with `OPENENV_API_KEY`
Example:
```bash
curl -X POST http://localhost:7860/reset \
-H "Content-Type: application/json" \
-d '{"mode":"incident","difficulty":"easy","seed":0}'
# Mode 3 with drill (extra optional fields)
curl -X POST http://localhost:7860/reset \
-H "Content-Type: application/json" \
-d '{"mode":"incident","difficulty":"hard","seed":0,"drill_mode":true,"drill_seed":7}'
```
---
## Setup (local)
```bash
pip install -e ".[dev]"
python -m pytest tests/ -q
```
Reproducible runtime dependencies are pinned in `requirements.lock`.
---
## Deployment (Hugging Face Spaces)
```bash
docker build -t eicc .
docker run -p 7860:7860 eicc
curl http://localhost:7860/reset -X POST \
-H "Content-Type: application/json" \
-d '{"mode":"incident","difficulty":"easy"}'
```
The container defaults to 1 worker with a healthcheck on `/health`. Episode state is in-process, so horizontal scaling requires an external session store.
---
## VM Mode (Live Cluster) - two ways to run it
Mode 3 (VM env) runs the same OpenEnv API but routes incident actions to a real container cluster. There are two supported runners:
### Option 1 - Docker Compose (local desktop, full cluster)
```bash
docker compose -f sandbox/docker-compose.yml up --build -d
set OPENENV_SANDBOX=true
set OPENENV_SANDBOX_CLUSTER_URL=http://localhost
set OPENENV_SANDBOX_CHAOS_URL=http://localhost:6660
python -m server.app
```
Detailed walkthrough: [`sandbox/Local_Testing_Guide.md`](./sandbox/Local_Testing_Guide.md).
### Option 2 - No Docker (Colab / HF Space)
```bash
pip install -U fastapi uvicorn # one-time
python -m sandbox.launch_no_docker # leave running in a separate terminal
```
This starts all 5 services + chaos controller as in-process uvicorn threads on `127.0.0.1`. Then run the same `evaluate.py --sandbox` command, pointing it at `http://127.0.0.1`.
The notebook's **Step 6B** uses Option 2 by default since Colab and HF Spaces don't run Docker-in-Docker.
---
## Determinism Contract
- Seeded scenario selection and service-mesh behavior
- No wall-clock / time-based randomness
- Same `(seed, difficulty, mode)` triple deterministically yields the same scenario
- Greedy decode (`do_sample=False`) for checkpoint evaluation
---
## License
MIT