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The Support business context defines the entities Twin and agents reason about during triage, resolution, and escalation. These entities are shared across the Spine Fabric and projected into the Support domain on demand.

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Core Entities

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Relationships

  • A Customer owns many Tickets.
  • A Ticket may belong to one Incident.
  • A KnowledgeArticle relates to many Tickets via similarity and tags.
  • An Escalation links a Ticket to an engineering issue.

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Key Events

  • Ticket Created: A new request enters the system.
  • Status Changed: Ticket priority or assignment updates.
  • Escalation Triggered: SLA breached or severity raised.
  • Incident Declared: Multiple tickets grouped under an incident.
  • Resolution Logged: Final status set and outcome captured.

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Evidence

Evidence includes original messages, reproduction steps, screenshots, error logs from Sentry, Slack thread references, and Jira comments linked during escalation.