{
  "schemaVersion": 1,
  "name": "Beacon / Support operations desk",
  "asOf": "2026-10-09T18:00:00Z",
  "timezone": "America/Los_Angeles",
  "calendar": {
    "weekdays": [
      0,
      1,
      2,
      3,
      4
    ],
    "start": "09:00",
    "end": "17:00",
    "holidays": [
      "2026-10-12"
    ]
  },
  "rows": [
    {
      "id": "t02",
      "subject": "Export fails for the whole workspace",
      "body": "All members see an export failure after choosing their records.",
      "customerAlias": "Customer B",
      "evidence": "Fictional ticket t02 / customer report; reproduce before confirming root cause.",
      "classificationReason": "Reviewed impact all-users; routed by category bug.",
      "channel": "web",
      "status": "pending",
      "category": "bug",
      "priority": "P1",
      "team": "Engineering",
      "issueKey": null,
      "createdAt": "2026-10-09T15:45:00Z",
      "firstResponseAt": "2026-10-09T16:40:00Z",
      "dueAt": "2026-10-09T16:30:00Z",
      "dueLocal": "2026-10-09T09:30:00-07:00",
      "businessMinutesWaited": 40.0,
      "slaMinutes": 30,
      "slaOutcome": "breached",
      "responseDraft": {
        "body": "We understand that your team is blocked on the export. We have routed the observed failure to the incident owner. Keep the original draft; we will share the next confirmed update after reproduction.",
        "policyIds": [
          "incident-update"
        ],
        "reviewChecks": [
          "Confirm the observed scope and current product behavior.",
          "Verify every suggested action against the cited policy.",
          "Inspect private information and any commitment before sending."
        ]
      },
      "resolution": null,
      "escalate": true,
      "overrideReason": ""
    },
    {
      "id": "t01",
      "subject": "An exposed API token needs a safe next step",
      "body": "A teammate accidentally pasted [credential redacted] into a public note.",
      "customerAlias": "Customer A",
      "evidence": "Fictional ticket t01 / customer report; reproduce before confirming root cause.",
      "classificationReason": "Reviewed impact single-user; routed by category security.",
      "channel": "email",
      "status": "open",
      "category": "security",
      "priority": "P1",
      "team": "Security owner",
      "issueKey": null,
      "createdAt": "2026-10-09T16:15:00Z",
      "firstResponseAt": null,
      "dueAt": "2026-10-09T16:45:00Z",
      "dueLocal": "2026-10-09T09:45:00-07:00",
      "businessMinutesWaited": 105.0,
      "slaMinutes": 30,
      "slaOutcome": "overdue",
      "responseDraft": {
        "body": "Revoke the exposed token in account settings now. Please do not send us the token. We will help review the affected workspace reference through the secure support channel.",
        "policyIds": [
          "secure-account"
        ],
        "reviewChecks": [
          "Confirm the observed scope and current product behavior.",
          "Verify every suggested action against the cited policy.",
          "Inspect private information and any commitment before sending."
        ]
      },
      "resolution": null,
      "escalate": true,
      "overrideReason": ""
    },
    {
      "id": "t03",
      "subject": "The invitation link expired",
      "body": "Two invited teammates cannot accept an old invitation.",
      "customerAlias": "Customer C",
      "evidence": "Fictional ticket t03 / customer report; reproduce before confirming root cause.",
      "classificationReason": "Reviewed impact team-blocked; routed by category account.",
      "channel": "chat",
      "status": "open",
      "category": "account",
      "priority": "P2",
      "team": "Customer support",
      "issueKey": "invite-expiry",
      "createdAt": "2026-10-08T20:00:00Z",
      "firstResponseAt": null,
      "dueAt": "2026-10-09T00:00:00Z",
      "dueLocal": "2026-10-08T17:00:00-07:00",
      "businessMinutesWaited": 360.0,
      "slaMinutes": 240,
      "slaOutcome": "overdue",
      "responseDraft": {
        "body": "Please ask your workspace administrator to create a new invitation after checking the target account. Do not share your password. Let us know the error text if the new invitation still fails.",
        "policyIds": [
          "permission-guide"
        ],
        "reviewChecks": [
          "Confirm the observed scope and current product behavior.",
          "Verify every suggested action against the cited policy.",
          "Inspect private information and any commitment before sending."
        ]
      },
      "resolution": null,
      "escalate": true,
      "overrideReason": ""
    },
    {
      "id": "t09",
      "subject": "The admin corrected the member role",
      "body": "A workspace administrator restored the intended member role.",
      "customerAlias": "Customer I",
      "evidence": "Fictional ticket t09 / customer report; reproduce before confirming root cause.",
      "classificationReason": "Reviewed impact single-user; routed by category account.",
      "channel": "chat",
      "status": "resolved",
      "category": "account",
      "priority": "P3",
      "team": "Customer support",
      "issueKey": null,
      "createdAt": "2026-10-07T17:00:00Z",
      "firstResponseAt": "2026-10-07T17:30:00Z",
      "dueAt": "2026-10-08T17:00:00Z",
      "dueLocal": "2026-10-08T10:00:00-07:00",
      "businessMinutesWaited": 30.0,
      "slaMinutes": 480,
      "slaOutcome": "met",
      "responseDraft": {
        "body": "The role now matches the administrator decision. Please retry the permitted action; if it fails, share the workspace reference and the exact error text.",
        "policyIds": [
          "permission-guide"
        ],
        "reviewChecks": [
          "Confirm the observed scope and current product behavior.",
          "Verify every suggested action against the cited policy.",
          "Inspect private information and any commitment before sending."
        ]
      },
      "resolution": {
        "summary": "Have the workspace administrator review the member role.",
        "verification": "The fictional administrator confirmed the permitted action worked after the role update.",
        "steps": [
          "Confirm the intended workspace and administrator.",
          "Inspect the current member role.",
          "Apply the administrator-approved role and retry the permitted action."
        ]
      },
      "escalate": false,
      "overrideReason": ""
    },
    {
      "id": "t08",
      "subject": "The CSV encoding fix worked",
      "body": "The spreadsheet now shows the same labels after a UTF-8 import.",
      "customerAlias": "Customer H",
      "evidence": "Fictional ticket t08 / customer report; reproduce before confirming root cause.",
      "classificationReason": "Reviewed impact single-user; routed by category data.",
      "channel": "web",
      "status": "resolved",
      "category": "data",
      "priority": "P3",
      "team": "Technical support",
      "issueKey": "csv-encoding",
      "createdAt": "2026-10-07T19:00:00Z",
      "firstResponseAt": "2026-10-07T20:00:00Z",
      "dueAt": "2026-10-08T19:00:00Z",
      "dueLocal": "2026-10-08T12:00:00-07:00",
      "businessMinutesWaited": 60.0,
      "slaMinutes": 480,
      "slaOutcome": "met",
      "responseDraft": {
        "body": "Thanks for confirming the labels now match. Keep the original export and use the UTF-8 import setting for the next handoff.",
        "policyIds": [
          "export-guide"
        ],
        "reviewChecks": [
          "Confirm the observed scope and current product behavior.",
          "Verify every suggested action against the cited policy.",
          "Inspect private information and any commitment before sending."
        ]
      },
      "resolution": {
        "summary": "Open the original CSV with an explicit UTF-8 import.",
        "verification": "The fictional customer reported that the re-imported labels and IDs matched.",
        "steps": [
          "Keep the original export unchanged.",
          "Choose UTF-8 in the spreadsheet import dialog.",
          "Compare Unicode labels and stable record IDs."
        ]
      },
      "escalate": false,
      "overrideReason": ""
    },
    {
      "id": "t04",
      "subject": "Chinese labels look garbled in a spreadsheet",
      "body": "The saved CSV contains 中文 labels, but the spreadsheet display is garbled.",
      "customerAlias": "Customer D",
      "evidence": "Fictional ticket t04 / customer report; reproduce before confirming root cause.",
      "classificationReason": "Reviewed impact single-user; routed by category data.",
      "channel": "email",
      "status": "open",
      "category": "data",
      "priority": "P3",
      "team": "Technical support",
      "issueKey": "csv-encoding",
      "createdAt": "2026-10-08T16:00:00Z",
      "firstResponseAt": null,
      "dueAt": "2026-10-09T00:00:00Z",
      "dueLocal": "2026-10-08T17:00:00-07:00",
      "businessMinutesWaited": 600.0,
      "slaMinutes": 480,
      "slaOutcome": "overdue",
      "responseDraft": {
        "body": "Please open the CSV as UTF-8 and keep your original draft. Compare the same record IDs after import. If the text still differs, share a redacted example label and the import settings.",
        "policyIds": [
          "export-guide"
        ],
        "reviewChecks": [
          "Confirm the observed scope and current product behavior.",
          "Verify every suggested action against the cited policy.",
          "Inspect private information and any commitment before sending."
        ]
      },
      "resolution": null,
      "escalate": true,
      "overrideReason": ""
    },
    {
      "id": "t12",
      "subject": "Invitation succeeds after regeneration",
      "body": "The administrator created a new invitation, and the intended teammate accepted it.",
      "customerAlias": "Customer L",
      "evidence": "Fictional ticket t12 / customer report; reproduce before confirming root cause.",
      "classificationReason": "Reviewed impact single-user; routed by category account.",
      "channel": "chat",
      "status": "resolved",
      "category": "account",
      "priority": "P3",
      "team": "Customer support",
      "issueKey": "invite-expiry",
      "createdAt": "2026-10-08T16:00:00Z",
      "firstResponseAt": "2026-10-08T16:20:00Z",
      "dueAt": "2026-10-09T00:00:00Z",
      "dueLocal": "2026-10-08T17:00:00-07:00",
      "businessMinutesWaited": 20.0,
      "slaMinutes": 480,
      "slaOutcome": "met",
      "responseDraft": {
        "body": "Thanks for confirming the new invitation worked. Future invitations should be created for the intended account by a workspace administrator.",
        "policyIds": [
          "permission-guide"
        ],
        "reviewChecks": [
          "Confirm the observed scope and current product behavior.",
          "Verify every suggested action against the cited policy.",
          "Inspect private information and any commitment before sending."
        ]
      },
      "resolution": {
        "summary": "Generate a fresh invitation after checking the target account.",
        "verification": "The fictional teammate confirmed access with the new invitation.",
        "steps": [
          "Verify the intended account with the workspace administrator.",
          "Create a new invitation.",
          "Accept the fresh invitation and confirm workspace access."
        ]
      },
      "escalate": false,
      "overrideReason": ""
    },
    {
      "id": "t07",
      "subject": "An invoice needs clarification",
      "body": "The invoice description does not match the customer expectation.",
      "customerAlias": "Customer G",
      "evidence": "Fictional ticket t07 / customer report; reproduce before confirming root cause.",
      "classificationReason": "Reviewed impact single-user; routed by category billing.",
      "channel": "email",
      "status": "pending",
      "category": "billing",
      "priority": "P3",
      "team": "Billing review",
      "issueKey": null,
      "createdAt": "2026-10-08T17:00:00Z",
      "firstResponseAt": "2026-10-08T18:15:00Z",
      "dueAt": "2026-10-09T17:00:00Z",
      "dueLocal": "2026-10-09T10:00:00-07:00",
      "businessMinutesWaited": 75.0,
      "slaMinutes": 480,
      "slaOutcome": "met",
      "responseDraft": {
        "body": "We can route this invoice for review. Please provide the invoice reference and the expected plan, without card details. The billing team will confirm the outcome before any refund decision.",
        "policyIds": [
          "billing-review"
        ],
        "reviewChecks": [
          "Confirm the observed scope and current product behavior.",
          "Verify every suggested action against the cited policy.",
          "Inspect private information and any commitment before sending."
        ]
      },
      "resolution": null,
      "escalate": false,
      "overrideReason": ""
    },
    {
      "id": "t11",
      "subject": "A one-off export row needs inspection",
      "body": "A single row contains commas, quotes and a newline.",
      "customerAlias": "Customer K",
      "evidence": "Fictional ticket t11 / customer report; reproduce before confirming root cause.",
      "classificationReason": "Reviewed impact single-user; routed by category data.",
      "channel": "web",
      "status": "open",
      "category": "data",
      "priority": "P3",
      "team": "Technical support",
      "issueKey": null,
      "createdAt": "2026-10-09T16:00:00Z",
      "firstResponseAt": null,
      "dueAt": "2026-10-10T00:00:00Z",
      "dueLocal": "2026-10-09T17:00:00-07:00",
      "businessMinutesWaited": 120.0,
      "slaMinutes": 480,
      "slaOutcome": "within-sla",
      "responseDraft": {
        "body": "Keep the original draft and export as UTF-8 CSV. Quoted delimiters should preserve this row. Please compare its stable ID after import and share a redacted mismatch if it remains.",
        "policyIds": [
          "export-guide"
        ],
        "reviewChecks": [
          "Confirm the observed scope and current product behavior.",
          "Verify every suggested action against the cited policy.",
          "Inspect private information and any commitment before sending."
        ]
      },
      "resolution": null,
      "escalate": false,
      "overrideReason": ""
    },
    {
      "id": "t05",
      "subject": "A second expired invitation",
      "body": "An individual contributor opened an expired invitation.",
      "customerAlias": "Customer E",
      "evidence": "Fictional ticket t05 / customer report; reproduce before confirming root cause.",
      "classificationReason": "Reviewed impact single-user; routed by category account.",
      "channel": "web",
      "status": "open",
      "category": "account",
      "priority": "P3",
      "team": "Customer support",
      "issueKey": "invite-expiry",
      "createdAt": "2026-10-09T16:30:00Z",
      "firstResponseAt": null,
      "dueAt": "2026-10-13T16:30:00Z",
      "dueLocal": "2026-10-13T09:30:00-07:00",
      "businessMinutesWaited": 90.0,
      "slaMinutes": 480,
      "slaOutcome": "within-sla",
      "responseDraft": {
        "body": "A workspace administrator can create a fresh invitation after confirming the account. Please use the new link; do not send us a password or the full old invitation URL.",
        "policyIds": [
          "permission-guide"
        ],
        "reviewChecks": [
          "Confirm the observed scope and current product behavior.",
          "Verify every suggested action against the cited policy.",
          "Inspect private information and any commitment before sending."
        ]
      },
      "resolution": null,
      "escalate": false,
      "overrideReason": ""
    },
    {
      "id": "t06",
      "subject": "Can we have a recurring weekly digest?",
      "body": "A project lead wants a weekly review reminder.",
      "customerAlias": "Customer F",
      "evidence": "Fictional ticket t06 / customer report; reproduce before confirming root cause.",
      "classificationReason": "Reviewed impact request; routed by category feature.",
      "channel": "chat",
      "status": "open",
      "category": "feature",
      "priority": "P4",
      "team": "Product feedback",
      "issueKey": null,
      "createdAt": "2026-10-07T16:00:00Z",
      "firstResponseAt": null,
      "dueAt": "2026-10-10T00:00:00Z",
      "dueLocal": "2026-10-09T17:00:00-07:00",
      "businessMinutesWaited": 1080.0,
      "slaMinutes": 1440,
      "slaOutcome": "within-sla",
      "responseDraft": {
        "body": "We have recorded the weekly digest request as product feedback. Could you describe the decision the digest would support and your current workaround? We cannot promise a release date.",
        "policyIds": [
          "feedback-intake"
        ],
        "reviewChecks": [
          "Confirm the observed scope and current product behavior.",
          "Verify every suggested action against the cited policy.",
          "Inspect private information and any commitment before sending."
        ]
      },
      "resolution": null,
      "escalate": false,
      "overrideReason": ""
    },
    {
      "id": "t10",
      "subject": "How can I request a different board view?",
      "body": "A user needs a compact list view for a recurring review.",
      "customerAlias": "Customer J",
      "evidence": "Fictional ticket t10 / customer report; reproduce before confirming root cause.",
      "classificationReason": "Reviewed impact request; routed by category how-to.",
      "channel": "email",
      "status": "open",
      "category": "how-to",
      "priority": "P4",
      "team": "Customer support",
      "issueKey": null,
      "createdAt": "2026-10-09T17:00:00Z",
      "firstResponseAt": null,
      "dueAt": "2026-10-15T17:00:00Z",
      "dueLocal": "2026-10-15T10:00:00-07:00",
      "businessMinutesWaited": 60.0,
      "slaMinutes": 1440,
      "slaOutcome": "within-sla",
      "responseDraft": {
        "body": "Describe the review task and the fields you need to see. We will record the request and the current workaround as feedback, without promising a delivery date.",
        "policyIds": [
          "feedback-intake"
        ],
        "reviewChecks": [
          "Confirm the observed scope and current product behavior.",
          "Verify every suggested action against the cited policy.",
          "Inspect private information and any commitment before sending."
        ]
      },
      "resolution": null,
      "escalate": false,
      "overrideReason": ""
    }
  ],
  "groups": [
    {
      "id": "invite-expiry",
      "title": "Invite opens after its expiry window",
      "workaround": "Ask a workspace administrator to create a new invitation after verifying the target account.",
      "policyIds": [
        "permission-guide"
      ],
      "tickets": [
        "t03",
        "t12",
        "t05"
      ]
    },
    {
      "id": "csv-encoding",
      "title": "CSV label appears with the wrong encoding",
      "workaround": "Choose UTF-8 and confirm the same record IDs after re-import. Keep the original draft.",
      "policyIds": [
        "export-guide"
      ],
      "tickets": [
        "t08",
        "t04"
      ]
    }
  ],
  "policies": [
    {
      "id": "incident-update",
      "title": "Incident communication",
      "body": "Acknowledge observed symptoms. Share only a confirmed workaround. Give a next update checkpoint, never an unconfirmed fix time."
    },
    {
      "id": "secure-account",
      "title": "Account security",
      "body": "Ask the user to revoke exposed credentials through account settings. Never ask them to paste a password, API key or full token."
    },
    {
      "id": "export-guide",
      "title": "CSV export checks",
      "body": "Use UTF-8, quoted delimiters and stable record IDs. Preserve the original draft; verify the export with a round-trip comparison."
    },
    {
      "id": "permission-guide",
      "title": "Workspace permissions",
      "body": "Only workspace administrators can change member roles. Request the workspace reference and observed error, without private credentials."
    },
    {
      "id": "billing-review",
      "title": "Billing review",
      "body": "Confirm the invoice reference and route to billing. Do not promise or execute a refund without an authorized billing decision."
    },
    {
      "id": "feedback-intake",
      "title": "Product feedback",
      "body": "Record the intended outcome and current workaround. Describe the item as feedback, without promising a roadmap date."
    }
  ],
  "summary": {
    "tickets": 12,
    "unansweredOverdue": 3,
    "responseBreaches": 1,
    "escalations": 4,
    "knowledgeDrafts": 3
  },
  "networkSends": 0,
  "duplicateMethod": "Only matching reviewed issueKey values form groups. Tickets retain separate owners, timestamps and SLA outcomes."
}