Support Cases

What it is

An agent-assisted support desk. Captured issues run through a playbook from intake to resolution, with telemetry correlation, similar-case and known-issue matching, and drafted replies.

Operator surface

  • Lifecycle — support_case_create (opens in Received), support_case_get, support_case_list, support_case_acknowledge, support_case_close, support_case_defer, support_case_escalate, support_case_supersede, support_case_promote.
  • Investigation helpers — support_case_correlate_telemetry, support_case_find_similar, support_case_match_known_issue, support_case_classify_area, support_case_run_investigation, support_case_run_playbook, support_case_compose_reply, support_case_apply_verdict, support_case_request_reporter_info, support_case_request_verification, support_case_raise_stack_readiness.

SupportCasesController and ReporterCasesController back the REST / dashboard surface.

How it works

A case is created against a Matter and advances through states driven by a default playbook — run on demand, not on a timer. There is no background playbook ticker: a playbook pass runs when something asks for one (support_case_run_playbook, or the case's run-playbook REST endpoint), and each pass is idempotent. Hands-free advance, when it happens, comes from the workflow side instead: creating a case fires a support-case.created event, so a workflow with an event trigger armed on it can pick the case up automatically. The one scheduled worker is the reporter-SLA service: a case waiting in AwaitingReporter auto-closes as CannotReproduce after 7 days (Support:Sla:ReporterReplyDays). The service also spots cases due for a Day-3 reporter reminder (Support:Sla:ReminderDays), but for now it only flags them — no reminder reaches the reporter yet.

Investigation steps lean on the telemetry / observability stack (Loki / Tempo / Prometheus correlation), the intelligence knowledge base for similar / known issues, and the LLM layer to classify and draft replies. Cases capture their origin page / entity for in-product reporting and can be promoted into missions or known issues.