presets/support_triage.json

{
  "id": "support_triage",
  "title": "Enterprise Incident Triage & Routing (28 Fields)",
  "description": "End-to-end multi-dimensional semantic analysis of a critical enterprise production outage ticket.",
  "context": "SUPPORT TICKET #INC-44019\nFrom: Marcus Vance, CTO @ Omnicorp Global (Tier 1 Strategic Enterprise, k ARR)\nSubject: CRITICAL P0: Production US-East API 502 Gateway Outage - Checkout Down\n\nBody: Our primary checkout service has been failing completely for the last 48 minutes because your US-East API endpoint is throwing 502 Bad Gateway errors on every POST /v2/charges call. We are losing approximately ,000 in transaction revenue every ten minutes!\n\nFurthermore, our billing audit discovered this morning that your platform double-billed our corporate account for data overages (,800 improper charge on Invoice #INV-8812).\n\nIf this API outage is not resolved within 30 minutes, our legal counsel will formally issue notice of material breach of our 99.99% availability SLA and initiate contract termination with full damages. We demand an immediate phone bridge with your VP of Engineering and a full refund of the bogus invoice.\n\nEnvironment: PRODUCTION\nAffected Cluster: us-east-1a\nAccount Priority: STRATEGIC_TIER_1",
  "schema": {
    "sentiment": {
      "type": "enum",
      "description": "Customer emotional state",
      "choices": [
        "VERY_NEGATIVE",
        "NEGATIVE",
        "NEUTRAL",
        "POSITIVE"
      ]
    },
    "severity_tier": {
      "type": "enum",
      "description": "Contractual incident severity tier",
      "choices": [
        "SEV_0_CRITICAL",
        "SEV_1_MAJOR",
        "SEV_2_MODERATE",
        "SEV_3_MINOR"
      ]
    },
    "primary_department": {
      "type": "enum",
      "description": "Primary internal department to resolve",
      "choices": [
        "INFRASTRUCTURE_SRE",
        "BILLING_FINANCE",
        "SECURITY_OPS",
        "LEGAL_COMPLIANCE",
        "ENTERPRISE_SUCCESS"
      ]
    },
    "secondary_department": {
      "type": "enum",
      "description": "Secondary coordinating department",
      "choices": [
        "DATABASE_TEAM",
        "NETWORK_OPS",
        "CORE_API",
        "IDENTITY_AUTH",
        "NONE"
      ]
    },
    "sla_breach_risk": {
      "type": "boolean",
      "description": "Whether contractual uptime SLA is at immediate risk"
    },
    "requires_executive_escalation": {
      "type": "boolean",
      "description": "Whether VP/Exec team must be alerted immediately"
    },
    "can_resolve_autonomously": {
      "type": "boolean",
      "description": "Whether automated runbook can resolve without human intervention"
    },
    "confidence_above_auto_threshold": {
      "type": "boolean",
      "description": "Whether system decision confidence exceeds 95% threshold"
    },
    "churn_risk_level": {
      "type": "enum",
      "description": "Probability customer cancels contract",
      "choices": [
        "LOW",
        "MEDIUM",
        "HIGH",
        "CRITICAL_IMMINENT"
      ]
    },
    "refund_recommended": {
      "type": "boolean",
      "description": "Whether a billing refund/credit should be issued"
    },
    "refund_tier": {
      "type": "enum",
      "description": "Scale of recommended financial refund",
      "choices": [
        "NONE",
        "PARTIAL_CREDIT",
        "FULL_MONTH_CREDIT",
        "CUSTOM_COMPENSATION"
      ]
    },
    "requires_legal_review": {
      "type": "boolean",
      "description": "Whether legal counsel must review breach claims"
    },
    "security_incident": {
      "type": "boolean",
      "description": "Whether ticket indicates unauthorized security breach"
    },
    "compliance_breach": {
      "type": "boolean",
      "description": "Whether regulatory compliance standard was violated"
    },
    "customer_tenure_tier": {
      "type": "enum",
      "description": "Customer contract classification",
      "choices": [
        "ENTERPRISE_STRATEGIC",
        "MID_MARKET",
        "GROWTH",
        "EARLY_STAGE"
      ]
    },
    "root_cause_domain": {
      "type": "enum",
      "description": "Probable technical system domain of failure",
      "choices": [
        "DNS_ROUTING",
        "DB_LOCKING",
        "API_GATEWAY",
        "BILLING_SYNC",
        "AUTH_TOKEN_EXPIRY"
      ]
    },
    "target_resolution_hours": {
      "type": "enum",
      "description": "Target turnaround SLA window",
      "choices": [
        "1_HOUR",
        "4_HOURS",
        "12_HOURS",
        "24_HOURS"
      ]
    },
    "requires_phone_call": {
      "type": "boolean",
      "description": "Whether emergency live bridge call is required"
    },
    "notify_account_executive": {
      "type": "boolean",
      "description": "Whether dedicated enterprise AE should be paged"
    },
    "public_status_page_incident": {
      "type": "boolean",
      "description": "Whether incident should be posted to public status page"
    },
    "postmortem_required": {
      "type": "boolean",
      "description": "Whether formal RCA postmortem document must be authored"
    },
    "vendor_fault": {
      "type": "boolean",
      "description": "Whether outage is confirmed due to our platform"
    },
    "contract_penalty_applicable": {
      "type": "boolean",
      "description": "Whether customer has right to claim SLA penalty credits"
    },
    "escalate_to_vp": {
      "type": "boolean",
      "description": "Whether VP of Engineering page is warranted"
    },
    "customer_sentiment_trend": {
      "type": "enum",
      "description": "Direction of customer relationship sentiment",
      "choices": [
        "WORSENING",
        "STATIC",
        "IMPROVING"
      ]
    },
    "suggested_action": {
      "type": "enum",
      "description": "Immediate first response workflow action",
      "choices": [
        "PAGE_ONCALL_SRE",
        "ISSUE_CREDIT_MEMO",
        "DISPATCH_SECURITY_TEAM",
        "SCHEDULE_EXEC_CALL"
      ]
    },
    "assigned_agent_tier": {
      "type": "enum",
      "description": "Support engineer tier required",
      "choices": [
        "TIER_1",
        "TIER_2",
        "SENIOR_SRE",
        "DIRECTOR"
      ]
    },
    "ticket_priority": {
      "type": "enum",
      "description": "Internal triage queue priority",
      "choices": [
        "P0_EMERGENCY",
        "P1_HIGH",
        "P2_NORMAL",
        "P3_LOW"
      ]
    }
  }
}