Technical Issue

Technical Issue

When to Use

Customer reports a technical problem with a product or service. Common scenarios: system bug, error message, feature not working, crash, performance issue, setup failure.

Required Tools

• normalize_ticket
• classify_ticket
• assess_risk
• retrieve_evidence
• generate_draft

Business Constraints

• No auto-send. Technical issue drafts require human review.
• Do not promise specific fix timelines.
• Do not suggest workarounds without verifying they are safe.
• Collect reproduction steps when possible.

Evidence Requirements

• Retrieve relevant technical documentation / FAQs from knowledge base.
• Retrieve known issue records if available.
• Check for similar resolved issues.

Human Review Rules

• must_human_review: true when draft confidence < 0.6.
• must_human_review: true when unsupported claims > 2.
• must_human_review: true for security-related technical issues.
• Escalate to engineering team if no documented fix exists.

Bad Cases

• Suggesting unsafe workarounds (registry edits, disabling security).
• Over-promising fix timelines.
• Treating a training/usage question as a technical bug.