Support Triage

Route tickets by active impact, precedence, and requested action. Quoted, hypothetical, negated, and resolved issues must not steal the queue.

Files

basic.py — applies a queue precedence ladder to mixed tickets.
precedence_rules.py — derives queue, severity, and response target together.
ambiguous_tickets.py — separates the requested action from safety overrides.

When to use

Use this pattern when production routing rules are explicit enough to encode in the policy and verify as typed fields. Include multi-issue and non-operative evidence: clean one-intent tickets commonly produce a useless full grid.

This follows typed reconciliation in _24_structured_extraction/. Continue to _26_multi_step_tools/ when successful routing depends on a sequence of read-only tool executions.

Run

bash

python cookbook/environments/_25_support_triage/basic.py
python cookbook/environments/_25_support_triage/precedence_rules.py
python cookbook/environments/_25_support_triage/ambiguous_tickets.py

Requires OPENAI_API_KEY. Every model call uses OpenAIResponses with gpt-5.5.