support.triage/1

Triage one support ticket: read it at its current revision, know who raised it, have a proposed classification reviewed, and route it under authority; escalate under authority when its service-level target is breached, and hand it to a person when it cannot be triaged.

Id: support.triage
Revision: 1
Source: protocols/support-triage/1.yaml

Dependency graph

Which actions may produce which evidence, which claims that evidence establishes, and which outcomes and obligations rest on those claims. Hover or focus a node to trace what it rests on.

Hover or focus a node to trace what it rests on and what rests on it. Press Enter to pin it, Escape to clear.

Protocol as text

Actions
Name	Description	Rule	Leads to
`classification.review`	approve or reject the proposed classification, under authority	claim classification.proposed needs classification.review effect none	produces classification_review
`escalation.request`	request an escalation; needs a current read showing the target breached, and authority	claim sla.breached needs escalation.request effect write	produces escalation_record
`reply.draft`	draft a reply to the requester for a person to send; needs the classification decided and authority	claim ticket.classified needs reply.draft effect write	—
`requester.lookup`	look up the person who raised the ticket	claim ticket.current effect read	produces requester_profile
`ticket.classify`	propose a category and priority for the ticket; changes nothing outside the case	claim ticket.current effect none	produces classification
`ticket.read`	read the ticket at its current revision	effect read	produces ticket_snapshot
`ticket.route`	route the ticket to a queue or owner; only after the classification is decided (step order, decision record 0084) and the requester is known, and only under authority	all of claim requester.known claim ticket.classified needs ticket.route effect write	produces routing_record

Evidence kinds
Name	Description	Rule	Leads to
`classification`	a proposed category and priority for one ticket revision, each one the deployment declares	—	establishes classification.proposed (about ticket)
`classification_review`	a review of the proposed classification; its result is approved or rejected	—	establishes classification.reviewed (approved about ticket)
`escalation_record`	the record that an escalation was requested for the ticket, naming where it went	—	establishes escalation.requested (about ticket)
`requester_profile`	the requester looked up; its result is identified or unidentified	—	establishes requester.known (identified about requester)
`routing_record`	the record that the ticket was routed to a queue or owner, naming the target	—	establishes ticket.routed (about ticket)
`ticket_snapshot`	the ticket read at one revision: its id, revision, a digest and its service-level status when read, never its text; its result is breached or within_target. A read older than 15 minutes no longer says whether the target is breached	—	establishes sla.breached (breached about ticket); establishes ticket.current (about ticket)

Claims
Name	Description	Rule	Leads to
`classification.proposed`	a category and priority are proposed for the current ticket revision	any evidence: classification	supports ticket.classified; gates classification.review
`classification.reviewed`	the classification of the current ticket revision is reviewed and approved	evidence = approved: classification_review	supports ticket.classified; requires needs_human (false)
`escalation.requested`	an escalation is requested for the current ticket revision	any evidence: escalation_record	requires escalated; requires escalate_sla_breach
`requester.known`	the requester is identified	evidence = identified: requester_profile	supports ticket.triaged; requires needs_human (false); gates ticket.route
`sla.breached`	the ticket's service-level target is breached, by a current read of the ticket	evidence = breached: ticket_snapshot	requires escalated; requires triaged (false); requires escalate_sla_breach (false); gates escalation.request
`ticket.classified`	category and priority are decided on current evidence: the current ticket revision is read, a classification is proposed for it and the review approved it	all of claim classification.proposed claim classification.reviewed claim ticket.current	supports ticket.triaged; gates reply.draft; gates ticket.route
`ticket.current`	the ticket has been read at its current revision, recently enough to trust	any evidence: ticket_snapshot	supports ticket.classified; gates requester.lookup; gates ticket.classify
`ticket.routed`	the current ticket revision is routed to a queue or owner	any evidence: routing_record	supports ticket.triaged
`ticket.triaged`	category, priority and route are decided on current evidence, for an identified requester	all of claim requester.known claim ticket.classified claim ticket.routed	requires triaged

Outcomes
Name	Description	Rule	Leads to
`escalated`	the ticket's service-level target is breached and an escalation is requested	all of claim escalation.requested claim sla.breached	—
`needs_human`	the ticket goes to a person: the review rejected the proposed classification, or the requester could not be identified	any of claim is false: classification.reviewed claim is false: requester.known	—
`triaged`	the ticket is triaged: category, priority and route decided on current evidence, with its service-level target not breached	all of claim is false: sla.breached claim ticket.triaged	—

Obligations
Name	Description	Rule	Leads to
`escalate_sla_breach`	a breached service-level target needs escalation; discharged once a current read shows the target not breached, or once an escalation is requested	any of claim escalation.requested claim is false: sla.breached	—

Source: protocols/support-triage/1.yaml

Actions

What can be done in a case: what it needs first, which authority it requires, the class of effect it has and the evidence it may produce.

Action	Description	Precondition	Requires capability	Effect	May produce
`classification.review`	approve or reject the proposed classification, under authority	`classification.proposed` is TRUE	`classification.review`	`none`	`classification_review`
`escalation.request`	request an escalation; needs a current read showing the target breached, and authority	`sla.breached` is TRUE	`escalation.request`	`write`	`escalation_record`
`reply.draft`	draft a reply to the requester for a person to send; needs the classification decided and authority	`ticket.classified` is TRUE	`reply.draft`	`write`	no evidence
`requester.lookup`	look up the person who raised the ticket	`ticket.current` is TRUE	no authority	`read`	`requester_profile`
`ticket.classify`	propose a category and priority for the ticket; changes nothing outside the case	`ticket.current` is TRUE	no authority	`none`	`classification`
`ticket.read`	read the ticket at its current revision	none	no authority	`read`	`ticket_snapshot`
`ticket.route`	route the ticket to a queue or owner; only after the classification is decided (step order, decision record 0084) and the requester is known, and only under authority	all of (`requester.known` is TRUE; `ticket.classified` is TRUE)	`ticket.route`	`write`	`routing_record`

Evidence kinds

The kinds of evidence this protocol admits. A kind with a maximum age applies for that long after a record's observed_at: evaluated at a later instant, the record is excluded as expired.

Evidence kind	Description	Applies for	Produced by	Used by claims
`classification`	a proposed category and priority for one ticket revision, each one the deployment declares	no limit	`ticket.classify`	`classification.proposed`
`classification_review`	a review of the proposed classification; its result is approved or rejected	no limit	`classification.review`	`classification.reviewed`
`escalation_record`	the record that an escalation was requested for the ticket, naming where it went	no limit	`escalation.request`	`escalation.requested`
`requester_profile`	the requester looked up; its result is identified or unidentified	no limit	`requester.lookup`	`requester.known`
`routing_record`	the record that the ticket was routed to a queue or owner, naming the target	no limit	`ticket.route`	`ticket.routed`
`ticket_snapshot`	the ticket read at one revision: its id, revision, a digest and its service-level status when read, never its text; its result is breached or within_target. A read older than 15 minutes no longer says whether the target is breached	`15m` after it is observed	`ticket.read`	`sla.breached`, `ticket.current`

Claims

Each claim is TRUE, FALSE or UNKNOWN, established from evidence by its predicate. Missing or stale evidence leaves a claim UNKNOWN, never FALSE.

Claim	Description	True when
`classification.proposed`	a category and priority are proposed for the current ticket revision	evidence `classification` about `ticket`
`classification.reviewed`	the classification of the current ticket revision is reviewed and approved	evidence `classification_review` with result `approved` about `ticket`
`escalation.requested`	an escalation is requested for the current ticket revision	evidence `escalation_record` about `ticket`
`requester.known`	the requester is identified	evidence `requester_profile` with result `identified` about `requester`
`sla.breached`	the ticket's service-level target is breached, by a current read of the ticket	evidence `ticket_snapshot` with result `breached` about `ticket`
`ticket.classified`	category and priority are decided on current evidence: the current ticket revision is read, a classification is proposed for it and the review approved it	all of (`classification.proposed` is TRUE; `classification.reviewed` is TRUE; `ticket.current` is TRUE)
`ticket.current`	the ticket has been read at its current revision, recently enough to trust	evidence `ticket_snapshot` about `ticket`
`ticket.routed`	the current ticket revision is routed to a queue or owner	evidence `routing_record` about `ticket`
`ticket.triaged`	category, priority and route are decided on current evidence, for an identified requester	all of (`requester.known` is TRUE; `ticket.classified` is TRUE; `ticket.routed` is TRUE)

Obligations

What must be done before a case can be complete, and what discharges it. An obligation stays open until its predicate is TRUE; its predicate being UNKNOWN does not discharge it.

Obligation	Description	Discharged when
`escalate_sla_breach`	a breached service-level target needs escalation; discharged once a current read shows the target not breached, or once an escalation is requested	any of (`escalation.requested` is TRUE; `sla.breached` is FALSE)

Outcomes

The legitimate terminal interpretations of a case, and what each requires.

Outcome	Description	Requires
`escalated`	the ticket's service-level target is breached and an escalation is requested	all of (`escalation.requested` is TRUE; `sla.breached` is TRUE)
`needs_human`	the ticket goes to a person: the review rejected the proposed classification, or the requester could not be identified	any of (`classification.reviewed` is FALSE; `requester.known` is FALSE)
`triaged`	the ticket is triaged: category, priority and route decided on current evidence, with its service-level target not breached	all of (`sla.breached` is FALSE; `ticket.triaged` is TRUE)

Artifacts

The things whose revisions evidence is bound to.

Artifact	Description
`requester`	the person who raised the ticket, with the organization they belong to
`ticket`	the support request a case triages, referenced by its tracker id; its revision moves when the requester's side of the request changes, not when routing fields or internal notes change. The case stores no ticket text

Dependency graph​

Actions​

Evidence kinds​

Claims​

Obligations​

Outcomes​

Artifacts​