openenv.yaml

name: "SupportTicketEnv"
version: "1.0.0"
description: >
  A real-world OpenEnv environment simulating a customer support ticketing system.
  The agent must process open tickets by optionally fetching user data, checking internal policies,
  and taking terminal actions like issuing a refund, replying, escalating, or closing the ticket.
action_space:
  type: "dict"
  schema: |
    {
      "action_type": "[fetch_user_data, check_policy, issue_refund, reply_to_customer, escalate, close_ticket]",
      "parameters": {"param_name": "param_value"}
    }
observation_space:
  type: "dict"
  schema: |
    {
      "ticket": {"TicketInfo object"},
      "available_actions": ["list of strings"],
      "system_message": "string",
      "history": ["List of strings of past actions"],
      "tool_output": "Optional string of the latest action output",
      "step_count": "integer"
    }
reward_description: >
  The reward is between 0.0 and 1.0. Partial credit is given for taking correct 
  intermediate steps (like checking policy before acting or fetching user data).
  Penalties are applied for taking contradictory or destructive actions 
  (e.g., escalating unnecessarily, issuing refunds against policy).