Tickets
Demo snapshot — build-time-generated from itsupport.store via itsupport.render-html (clojure -M:dev:render-html), regenerated nightly.
| Ticket | Client | Category | Required tier | SLA remaining (min) | Last op status |
|---|---|---|---|---|---|
| tk-100 | tenant-acme | general | standard | 240 | committed |
| tk-200 | tenant-acme | elevated-access | elevated | 120 | HARD hold · access-tier-clearance-gate |
| tk-300 | tenant-acme | security-incident | elevated | 30 | committed |
Action gate (TicketGovernor)
HARD holds cannot be overridden by a human approver. Security-incident tickets require a real, named incident-response certification; SLA-urgent routing and any dispute always reach a human.
| Op | Gate |
|---|---|
:ticket/route | auto-commit in phase 3 when governor-clean (RBAC · access-tier · security-incident cert · source provenance all pass) · SLA-breach-imminent (<60min remaining) ALWAYS escalates regardless of confidence |
:disclosure/query | HARD hold if contract inactive/unknown tenant, or requested columns exceed the contract's tier |
:dispute/request | ALWAYS human approval · never auto-applies, any phase |
Audit ledger (this run)
Append-only decision-fact log — every hold and commit this scenario produced.
| Fact | Op | Actor | Subject | Basis |
|---|---|---|---|---|
| committed | route | dp-1 | tk-100 | ticket-id, technician-id, hours |
| policy-hold | route | dp-1 | tk-100 | source-provenance-gate |
| policy-hold | route | dp-1 | tk-200 | access-tier-clearance-gate |
| policy-hold | route | dp-1 | tk-300 | security-incident-misrouting-gate |
| committed | route | dp-1 | tk-300 | ticket-id, technician-id, hours |
| committed | request | mg-1 | tk-100 | hours |