Fewshot Attempt 01

Task Group 003 – CRM Service Ticket & Case Resolution SOP

1. Input / Output Conventions

• The solver receives one or more payload files plus an answer_template.json. Use the template schema exactly; do not add or remove fields.
• Preserve order: arrays of decisions must follow the ascending order of case_id or ticket_id as they appear in the input payload, unless the template explicitly says otherwise.
• Empty / default values:
  • String fields that are not applicable → ""
  • Numeric fields that are not applicable → 0.0
  • Boolean fields that are not applicable → false
• Summary blocks (e.g., batch_summary, queue_summary, worklist_summary) must be derived directly from the decision array. Counts must be exact integers and keys must match the enums/status values defined in the template.
• Enum casing: use the exact uppercase, underscore-separated values shown in the template (e.g., PENDING_ACTION, TIER2_SUPPORT, DEVICE_SETTING_FIX).

2. Remote API Endpoints to Inspect

The environment exposes the following endpoints. Query them when the payload does not supply the needed state, or when the task explicitly requires live data.

Caution: Do not perform exhaustive brute-force scans. Prefer the endpoints named above and only call what the current sub-task requires.

3. Decision Rules by Sub-Task Type

3.1 Internet / Video Ticket Batch (ticket_decisions + batch_summary)

1. Account status gate – If the account is on hold, suspended, or otherwise ineligible, set final_resolution_status to FAILED, resolution_route to INELIGIBLE_ACCOUNT, all issue flags to false, and diagnostic_needed to false.
2. Outage check – If an active outage matches the service type / region, set final_resolution_status to PENDING_ACTION, resolution_route to OUTAGE_WAIT, populate outage_id, and set all issue flags / diagnostic_needed to false.
3. Diagnostics – For remaining tickets, call /api/v1/diagnostics/{ticket_id}. If latency, stability, or bandwidth issues are reported, set the corresponding boolean flags to true and diagnostic_needed to true.
4. Resolution vs. Escalation:
   • Resolvable issues → RESOLVED, resolution_route: AUTO_TROUBLESHOOTING.
   • Physical line work / field issues → ESCALATED, escalation_team: FIELD_OPS.
   • Network capacity limits → ESCALATED, escalation_team: NETWORK_ENGINEERING.
   • Provisioning stale data → ESCALATED, escalation_team: TIER2_SUPPORT.
5. diagnostic_needed is true for RESOLVED and ESCALATED, false for FAILED and PENDING_ACTION.

3.2 Queue Snapshot Ticket Routing (ticket_decisions + queue_summary)

• key_blocker and route_team are determined by the same hierarchy as §3.1, but expressed as blockers:
  • ACTIVE_OUTAGE → PENDING_ACTION
  • INVALID_ACCOUNT or AUTH_FAILED → FAILED (route_team: NONE)
  • OVERDUE_SUSPENSION or FRAUD_SUSPENSION → FAILED (route_team: ACCOUNTS_PAYABLE)
  • NETWORK_CAPACITY → ESCALATED (route_team: NETWORK_ENGINEERING)
  • PROVISIONING_STALE → ESCALATED (route_team: TIER2_SUPPORT)
  • PHYSICAL_LINE_FAULT → ESCALATED (route_team: FIELD_OPS)
  • BILLING_DISPUTE → FAILED (route_team: NONE) unless overridden by account status.
  • NONE → RESOLVED (route_team: NONE)
• diagnostic_required follows the same rule: true for RESOLVED and ESCALATED, otherwise false.
• Summary counts must include every enum value listed in the template (e.g., FAILED, PENDING_ACTION, RESOLVED, ESCALATED, plus each route_team count).

3.3 Mobile Support Case Decisions (case_decisions + queue_summary)

Map the reported issue text to the action pair:

• No service after commute / physical SIM issue → primary: RESEAT_SIM, final_route: SELF_SERVICE.
• Suspended line with overdue bill → primary: SEND_PAYMENT_REQUEST, secondary: RESUME_LINE_REBOOT, bill_id from account, charge_amount_usd from bill total, final_route: BILLING_RECOVERY.
• Traveling abroad, no data → primary: TOGGLE_ROAMING, final_route: SELF_SERVICE.
• Messaging app cannot send media → primary: GRANT_MESSAGING_PERMISSION, permission: storage (or sms_and_storage if both are missing), final_route: SELF_SERVICE.
• Slow data with VPN suspected → primary: DISCONNECT_VPN, final_route: SELF_SERVICE.
• secondary_action is NO_ACTION unless the template or billing flow demands a secondary step.
• charge_amount_usd is 0.0 except for billing-recovery cases.

3.4 Mobile Data Worklist (case_decisions + worklist_summary)

Use the structured fields in the worklist JSON plus customer_preferences:

• Data depleted (data_usage_mb ≥ plan_allowance_mb) and customer accepted refuel → primary: REFUEL_DATA, data_refuel_gb: accepted value (one decimal), charge_amount_usd: data_refuel_gb × 2.00, carrier_update_required: false, final_route: DATA_RECOVERY.
• Roaming enabled but no data → primary: ENABLE_LINE_ROAMING, carrier_update_required: true, final_route: CARRIER_UPDATE.
• Data-saver icon visible / slow data → primary: TOGGLE_DATA_SAVER, final_route: DEVICE_SETTING_FIX.
• Older network mode → primary: SET_NETWORK_MODE, final_route: DEVICE_SETTING_FIX.
• Mobile data toggled off → primary: TOGGLE_MOBILE_DATA, final_route: DEVICE_SETTING_FIX.
• secondary_action is normally NO_ACTION.
• carrier_update_required is true only for carrier/roaming sync issues.
• Summary totals:
  • data_refuel_cases = count of DATA_RECOVERY
  • carrier_updates = count of CARRIER_UPDATE
  • device_setting_fixes = count of DEVICE_SETTING_FIX
  • human_transfers = count of HUMAN_TRANSFER
  • total_estimated_customer_charge_usd = sum of all charge_amount_usd (two-decimal numeric).

3.5 Enterprise Incident Report (single structured JSON)

• Extract incident_id from the email subject/body (pattern INC-####).
• enterprise_account_id and owner names (engineering_owner, account_owner) come from the account record or API (/api/v1/accounts/{id}).
• root_cause_category and contributing_alert_issue come from alert/diagnostic APIs (/api/v1/alerts?channel={channel_name}).
• failure_window:
  • start_date and end_date are inclusive ISO dates.
  • failed_days = inclusive count (e.g., 2026-05-12 to 2026-05-14 → 3).
• backfill_days = failed_days.
• sla_credit_percent follows the enterprise SLA table (e.g., 15 for a 3-day multi-day outage).
• severity for multi-day blocked enterprise exports is Critical.
• channel_name: lowercase, hyphenated version of the client name (e.g., Asteri Retail Inc. → asteri-retail-inc).
• evidence_folder: {Client Name} {Month} {Year} Investigation.
• report_title: {Client Name} Export Failure - Resolution Report (adapt noun if the product differs).
• share_permissions: include every user listed in response_requirements.json with the specified permission level (view or edit).
• response_status: NEEDS_FINANCE_REVIEW whenever an SLA credit is applied.

4. Sorting & Rounding

• Ordering: Keep the natural ascending order of IDs as provided in the input payload. Do not reorder by priority score or timestamp unless explicitly instructed.
• Numbers:
  • data_refuel_gb → numeric, typically one decimal (e.g., 2.0, 0.0).
  • charge_amount_usd → numeric, two-decimal precision in business terms (e.g., 4.0 or 86.4 are acceptable JSON numbers; compute precisely and let JSON serialization handle trailing zeros).
  • Summary counts → plain integers.
• Dates: Use ISO-8601 calendar dates (YYYY-MM-DD) for report windows; use full ISO timestamps only when the template requests them.

5. Common Pitfalls

• Guessing file names: Only read the files that are explicitly provided in the attempt directory. Do not invent alternate paths.
• Incomplete payloads: If the provided queue snapshot or worklist appears to have fewer records than expected, fetch the live source via /api/v1/queue/snapshot or the relevant case endpoint rather than hallucinating missing rows.
• Mismatching summary counts: Always re-derive summary objects from the decision array in a final pass. A manual count that drifts from the array will fail validation.
• Escalation team leakage: For FAILED and PENDING_ACTION tickets, keep route_team as NONE unless a specific payable / collections team is required (e.g., ACCOUNTS_PAYABLE for overdue suspension).
• Enum drift: Copy enum values verbatim from the template. Typos such as Pending_Action or Tier2_Support will be rejected.