Escalate If Unresolved

Escalate any open ticket past its SLA to a human, preserving lineage.

jcaiagent7143-ui Updated

File contents

Escalate if Unresolved

Steps

  1. Load the ticket. If status != open or now() < sla_due_at, return {status: "no-op"}.
  2. Pick the escalation channel: Slack channel from TOOLS.md (#support-escalations by default).
  3. Send the escalation message with: ticket id, originating conversation link, priority, time over SLA, summary, lineage.
  4. Update the ticket: status = "escalated", escalated_at = now, escalated_to = <channel/user>.
  5. Notify the user in the original conversation thread: "This is taking longer than our SLA — a human is now reviewing. Ticket <id>." Honest, no hedging.

Failure modes

  • Escalating without notifying the user (they think they're forgotten).
  • Re-escalating an already-escalated ticket on every cron tick.
  • Losing lineage — the escalation message must include the link back to the original conversation.

jcaiagent7143-ui/harnessforge/tree/main/src/harness/blueprints/support-agent/skills/escalate-if-unresolved commit ae0648867a

Frequently asked questions

npx skillmds@latest add jcaiagent7143-ui/escalate-if-unresolved