Incident Response Handoff

Type
procedure
Status
active
Visibility
public
Updated
2026-05-24T04:31:34.094Z
procedureincidentoncallhandoff

Incident Response Handoff

When the Customer Support Agent v2 decides a ticket is beyond tier-1, it writes a handoff note into handoffs/ and pages the on-call human.

What the agent writes

---
title: "Handoff — {{ ticket_id }} {{ short_description }}"
type: handoff
status: open
visibility: team
sensitivity: personal     # customer transcripts contain PII
tags: [handoff, customer]
related: [{{ related-note-slugs }}]
date: {{ today }}
---

Body fields, in order:

  1. One-sentence summary — what the customer wants.
  2. What the agent tried — search queries, retrieved chunk_ids, why each failed.
  3. What the agent thinks is needed — best-guess root cause + which procedure (if any) applies.
  4. Customer transcript — raw, redacted on emit (we ship --mode redacted for any artifact that leaves this vault).
  5. Suggested next step — concrete, human-actionable.

What the on-call human does

  1. Read the summary.
  2. Skim sections 2–3 to decide if the agent's diagnosis is right.
  3. Take over the ticket. Update the handoff with the actual resolution.
  4. If a new pattern is emerging, file a new note under procedures/ or amend an existing one — the agent learns next rebuild.

Related