Ticket #716 trace

Waiting on customer

Human specialist summary

The node is still provisioning with no errors, provisioning delays are common and reboot is allowed.

Automation recommended human review, but the customer has not accepted handoff yet.

Trace Timeline

Customer message, automation steps, and tool actions

2 runs

Customer message

operator@example.com

My node is still provisioning after 20 minutes

Triage step

Provisioning and node-status questions can go to the technical specialist.

Support rule

status: in_progress decision: triage confidence: 84%

View run payload

Input snapshot

My node is still provisioning after 20 minutes

Output payload

{
  "source": "support_rule",
  "matched_rule_id": 65,
  "matched_rule_name": "Provisioning status questions",
  "status": "in_progress",
  "category": "technical",
  "priority": "normal",
  "route": "specialist",
  "current_layer": "specialist",
  "confidence": 0.84,
  "decision": "triage",
  "escalation_reason": null,
  "handoff_note": null,
  "summary": "Provisioning and node-status questions can go to the technical specialist.",
  "reply": null,
  "human_handoff_available": false,
  "reasoning_summary": "Provisioning and node-status questions can go to the technical specialist.",
  "tags": [
    "technical",
    "Provisioning status questions"
  ],
  "input_snapshot": "My node is still provisioning after 20 minutes"
}

Specialist step

The node is still provisioning with no errors, provisioning delays are common and reboot is allowed.

LLM

status: awaiting_customer decision: offer_human_handoff confidence: 90%

lookup_deployment

Lookup tool

View tool payloads

Input payload

{
  "email": "operator@example.com"
}

Output payload

{
  "external_id": "ND-1001",
  "status": "provisioning",
  "payload": {
    "node_name": "validator-1",
    "last_error": null,
    "reboot_allowed": true
  }
}

View run payload

Input snapshot

My node is still provisioning after 20 minutes

Output payload

{
  "source": "llm",
  "status": "awaiting_customer",
  "current_layer": "specialist",
  "confidence": 0.9,
  "decision": "offer_human_handoff",
  "reply": "Your node 'validator-1' is currently still in the provisioning phase, which can sometimes take longer due to infrastructure boot times or syncing with the chain state. Since there are no errors reported and a reboot is allowed, you may consider rebooting your node if the provisioning delay continues. Please let us know if you would like assistance with this or if the status does not improve.",
  "summary": "The node is still provisioning with no errors, provisioning delays are common and reboot is allowed.",
  "escalation_reason": "The specialist decision requires human review.",
  "handoff_note": "A human specialist should review this case before the next reply.",
  "reasoning_summary": "The node is still provisioning with no errors, provisioning delays are common and reboot is allowed.",
  "input_snapshot": "My node is still provisioning after 20 minutes",
  "human_handoff_available": true,
  "tags": [
    "provisioning",
    "delay",
    "node-status",
    "reboot"
  ]
}