From eebb0f8b47e893f50b4faf696b2af7d47e56e6e6 Mon Sep 17 00:00:00 2001 From: Khushi Bhardwaj Date: Fri, 23 Oct 2026 03:31:29 -0700 Subject: [PATCH 1/2] feat(enterpriseops_gym): run EnterpriseOps-Gym on OpenSandbox with Stirrup Add ServiceNow's EnterpriseOps-Gym as a benchmark, run the way Artificial Analysis runs EnterpriseOps-Gym-AA: the Stirrup harness with only each task's oracle tools, a 100-turn cap, 3 repeats and strict pass@1. - resources_servers/enterpriseops_gym: for each task, start its gym servers from the upstream images in sandboxes (OpenSandbox), seed the task databases from the pinned upstream dumps, forward the agent's tool calls to the gym that owns each tool, and score the final database state with the task's SQL verifiers. Verifier semantics are checked against goldens produced by the upstream harness. - benchmarks/enterpriseops_gym: prepare the 649 public oracle tasks from the pinned Hugging Face dataset and pair the server with the Stirrup agent through an environment-server taskset. - responses_api_agents/stirrup_agent: add `code_exec` (default true) to leave out the shell tool when the task's tools are the only tools. Signed-off-by: Khushi Bhardwaj Co-Authored-By: Claude Opus 5.5 --- benchmarks/enterpriseops_gym/README.md | 160 + benchmarks/enterpriseops_gym/__init__.py | 2 + benchmarks/enterpriseops_gym/config.yaml | 65 + benchmarks/enterpriseops_gym/data/.gitignore | 2 + benchmarks/enterpriseops_gym/manifest.yaml | 38 + benchmarks/enterpriseops_gym/prepare.py | 150 + resources_servers/enterpriseops_gym/README.md | 81 + .../enterpriseops_gym/__init__.py | 2 + resources_servers/enterpriseops_gym/app.py | 452 ++ .../configs/enterpriseops_gym.yaml | 54 + .../enterpriseops_gym/data/.gitignore | 4 + .../enterpriseops_gym/data/example.jsonl | 5 + .../data/example_metrics.json | 47 + .../data/example_rollouts.jsonl | 5 + .../enterpriseops_gym/gym_client.py | 168 + .../enterpriseops_gym/requirements.txt | 1 + .../enterpriseops_gym/task_data.py | 98 + .../enterpriseops_gym/tests/__init__.py | 2 + .../tests/generate_verifier_golden.py | 68 + .../enterpriseops_gym/tests/test_app.py | 553 +++ .../tests/test_gym_client.py | 168 + .../enterpriseops_gym/tests/test_prepare.py | 159 + .../enterpriseops_gym/tests/test_verifier.py | 76 + .../tests/verifier_cases.jsonl | 4 + .../tests/verifier_golden.json | 4197 +++++++++++++++++ .../enterpriseops_gym/verifier.py | 158 + responses_api_agents/stirrup_agent/README.md | 5 +- responses_api_agents/stirrup_agent/app.py | 5 + .../stirrup_agent/sandbox_runner.py | 2 +- .../stirrup_agent/tests/test_app.py | 11 + .../tests/test_sandbox_runner.py | 18 + 31 files changed, 6757 insertions(+), 3 deletions(-) create mode 100644 benchmarks/enterpriseops_gym/README.md create mode 100644 benchmarks/enterpriseops_gym/__init__.py create mode 100644 benchmarks/enterpriseops_gym/config.yaml create mode 100644 benchmarks/enterpriseops_gym/data/.gitignore create mode 100644 benchmarks/enterpriseops_gym/manifest.yaml create mode 100644 benchmarks/enterpriseops_gym/prepare.py create mode 100644 resources_servers/enterpriseops_gym/README.md create mode 100644 resources_servers/enterpriseops_gym/__init__.py create mode 100644 resources_servers/enterpriseops_gym/app.py create mode 100644 resources_servers/enterpriseops_gym/configs/enterpriseops_gym.yaml create mode 100644 resources_servers/enterpriseops_gym/data/.gitignore create mode 100644 resources_servers/enterpriseops_gym/data/example.jsonl create mode 100644 resources_servers/enterpriseops_gym/data/example_metrics.json create mode 100644 resources_servers/enterpriseops_gym/data/example_rollouts.jsonl create mode 100644 resources_servers/enterpriseops_gym/gym_client.py create mode 100644 resources_servers/enterpriseops_gym/requirements.txt create mode 100644 resources_servers/enterpriseops_gym/task_data.py create mode 100644 resources_servers/enterpriseops_gym/tests/__init__.py create mode 100644 resources_servers/enterpriseops_gym/tests/generate_verifier_golden.py create mode 100644 resources_servers/enterpriseops_gym/tests/test_app.py create mode 100644 resources_servers/enterpriseops_gym/tests/test_gym_client.py create mode 100644 resources_servers/enterpriseops_gym/tests/test_prepare.py create mode 100644 resources_servers/enterpriseops_gym/tests/test_verifier.py create mode 100644 resources_servers/enterpriseops_gym/tests/verifier_cases.jsonl create mode 100644 resources_servers/enterpriseops_gym/tests/verifier_golden.json create mode 100644 resources_servers/enterpriseops_gym/verifier.py diff --git a/benchmarks/enterpriseops_gym/README.md b/benchmarks/enterpriseops_gym/README.md new file mode 100644 index 00000000000..cdce9499c8c --- /dev/null +++ b/benchmarks/enterpriseops_gym/README.md @@ -0,0 +1,160 @@ +# EnterpriseOps-Gym benchmark + +[EnterpriseOps-Gym](https://arxiv.org/abs/2603.13594) (ServiceNow) evaluates agents on stateful, multi-step planning +and tool use in enterprise workflows: Customer Service Management (CSM), HR, IT Service Management (ITSM), Email, +Calendar, Teams and Drive, plus Hybrid tasks that span two of them. The agent operates live systems through MCP tools +and is graded on the final state of their databases. + +This benchmark runs the public oracle-mode tasks the way Artificial Analysis runs +[EnterpriseOps-Gym-AA](https://artificialanalysis.ai/methodology/intelligence-benchmarking#enterprise-ops-gym-aa): the +[Stirrup](https://github.com/ArtificialAnalysis/Stirrup) agent harness in a reason-and-act loop with a 100-turn cap, +only the tools each task needs, 3 repeats, and strict pass@1 (a task passes only when every verifier passes). + +## How it works + +``` +┌──────────────────────┐ 1. seed session ┌─────────────────────────────┐ +│ Environment server │ 4. /verify │ enterpriseops_gym server │ +│ │ ──────────────────────► │ task tools, SQL verifiers │ +└──────────┬───────────┘ └──────┬───────────────▲──────┘ + │ 2. seed agent session │ starts, seeds │ task tools + │ (sandbox + tool access) ▼ │ +┌──────────────────────┐ 3. installs Stirrup, ┌──────────────────────┴──────┐ +│ Stirrup agent │ runs the episode │ Gym server sandbox(es) │ +│ │ ──────────────────────► │ MCP server + task database │ +└──────────────────────┘ └──────────────┬──────────────┘ + │ model calls + ▼ + ┌─────────────────────────────┐ + │ Model server │ + └─────────────────────────────┘ +``` + +1. The resources server starts one sandbox per gym server of the task from the upstream images and seeds a database + for the task in each (see `resources_servers/enterpriseops_gym/README.md`). +2. The environment server lends the task's first sandbox to the Stirrup agent and grants it the resources server's + tool routes. +3. Stirrup runs in that sandbox. Each tool call goes to the resources server, which forwards it to the gym server that + owns the tool. The episode ends when the model calls Stirrup's `finish` tool, or after 100 turns. +4. `/verify` runs the task's SQL verifiers against the final database state and stops the sandboxes. + +## Measurement contract + +**Provenance** + +- Tasks: [`ServiceNow-AI/EnterpriseOps-Gym`](https://huggingface.co/datasets/ServiceNow-AI/EnterpriseOps-Gym) at + revision `c8e538e`, config `oracle`, all eight domain splits: 649 tasks (Calendar 61, CSM 103, Drive 64, Email 67, + HR 102, Hybrid 88, ITSM 103, Teams 61), Apache 2.0. This is the public 60% of the benchmark; Artificial Analysis + evaluates 1,117 tasks, so its numbers are not directly comparable. +- Tool schemas: the gym servers' `tools/list`, snapshotted in + [`nvidia/NeMo-Gym-EnterpriseOps-Assets`](https://huggingface.co/datasets/nvidia/NeMo-Gym-EnterpriseOps-Assets) at + revision `8918dc6`; identical to what the pinned images serve. +- Task databases: `gym_dbs.zip` from [ServiceNow/EnterpriseOps-Gym](https://github.com/ServiceNow/EnterpriseOps-Gym) + at `271f2c3`, pinned by sha256. +- Gym servers: the upstream images `shivakrishnareddyma225/enterpriseops-gym-mcp-` (amd64), pinned by digest. + +**Task contract** + +- Model input: the task's domain policy (`system_prompt`) as the system message and its `user_prompt` as the user + message. Stirrup puts its own instructions first: complete the task with the tools in 100 steps, call a finish tool + as the last step, and do not interact with the user. +- Tools: the task's oracle tools (`selected_tools` minus `restricted_tools`) with the gym servers' schemas, and + Stirrup's `finish(reason, paths)`. No shell. Two tasks select a tool no image serves (`list_team_apps`, + `remove_channel_member`) and run without it, as upstream. +- Each gym call carries the task database's ID and the task's context headers, mapped from the task's `context` as the + upstream harness maps them. + +**Scoring and run conditions** + +- Reward is 1 when every verifier of the task passes. Aggregate metrics report `pass@1[avg-of-3]/success` (the + headline), `pass@1[avg-of-3]/verifier_pass_rate` (the share of verifier checks passed), and both per domain. +- Verifier semantics follow upstream, with two deliberate differences (every verifier counts; numbers equal their + numeric strings); see `resources_servers/enterpriseops_gym/README.md`. +- Harness: Stirrup in Gym's `stirrup_agent`, 100 turns, thinking on, `top_p` 0.95. The temperature defaults to 0.6, + Artificial Analysis's setting for reasoning models; use the model lab's recommendation where there is one (see + [Run](#run)). + +## Prepare data + +```bash +gym eval prepare --benchmark enterpriseops_gym +``` + +## Run + +The gym servers run on OpenSandbox. Set `OPENSANDBOX_DOMAIN` and `OPENSANDBOX_API_KEY`; put the scheme in the domain +(`https://...`) for a cell that only serves HTTPS. The agent runs inside a sandbox and calls the model and resources +servers from there, so the benchmark config sets `use_absolute_ip: true`, and the Gym host must be reachable from the +sandboxes. + +```bash +gym eval run \ + --benchmark enterpriseops_gym \ + --model-type openai_model \ + --model nvidia/zai-org/glm-5.3-flash \ + --model-url https://inference-api.nvidia.com/v1 \ + --model-api-key \ + --split benchmark \ + --concurrency 64 \ + --output results/enterpriseops_gym.jsonl \ + ++enterpriseops_gym_stirrup_agent.responses_api_agents.stirrup_agent.temperature=1.0 +``` + +Tasks run as environment-server episodes (`taskset: enterpriseops_gym`), so sampling is set on the agent rather than +with `--temperature`, which overrides request fields of flat rows only. Add `++observability_enabled=true +++model_call_capture_dir=` to record the model calls that rollout health checks and the harness evidence +gate read. + +Each rollout uses one sandbox (two for Hybrid tasks) with 2 CPUs and 4 GiB of memory for the length of the episode. + +## Results + +GLM-5.3-Flash (`nvidia/zai-org/glm-5.3-flash`), temperature 1.0, 649 tasks x 3 repeats on OpenSandbox; 1,947 of +1,947 rollouts completed with no infrastructure failure in 44 minutes at concurrency 64. + +| Domain | Success (this benchmark) | Success (EnterpriseOps-Gym-AA) | +|---|---:|---:| +| CSM | 30.7 | 47.3 | +| HR | 31.4 | 34.8 | +| ITSM | 37.2 | 38.1 | +| Email | 60.7 | 37.5 | +| Calendar | 36.1 | 5.8 | +| Teams | 51.4 | 7.0 | +| Drive | 54.2 | 58.1 | +| Hybrid | 36.4 | 24.2 | +| **Overall** | **40.5** | **33.2** | + +- Verifier pass rate 74.2%; success per repeat 40.4, 39.8, 41.3. Two earlier full runs scored 41.0 and 41.0. +- A rollout averages 7.6 model calls, 12.2 tool calls and 2.3k output tokens (1.1k reasoning). Artificial Analysis + reports 11.4 turns and 13.8k output tokens per task for this model. +- On the six domains other than Calendar and Teams, weighted by the per-domain task counts that Artificial + Analysis's scores imply, the success rate is 39.2% here and 39.2% at Artificial Analysis. On Calendar and Teams, + Artificial Analysis reports identical scores (5.8% and 7.0%) for GLM-5.3 and GLM-5.3-Flash, while its other models + solve 36-52% there; that floor does not appear here. +- The run recorded model calls: all 1,947 rollouts are healthy and pass the `gym-p0/v1` evidence gate. + +## Validation + +The public task set has no reference solutions, so the integration is checked against the upstream harness's own +code instead: + +- **Verifier goldens.** `resources_servers/enterpriseops_gym/tests/verifier_golden.json` records what upstream's + `VerifierEngine` extracts from 12 kinds of `/api/sql-runner` answer and decides for 660 combinations of actual + value, expected value and comparison. The server's verifier matches all of them except the 21 comparisons of a + number with a numeric string. +- **Replay.** The first repeat of every task in the results run was replayed with upstream's `MCPClient`, + `create_database_from_file` and `VerifierEngine` against fresh gym servers. 647 of 649 tasks replay (upstream + cannot send the two whitespace headers). After normalizing generated IDs and timestamps, 99.8% of the tool outputs + are identical; the others differ only in generated values (random IDs and the order they sort in, PDF bytes). + Upstream's verifiers reach the same outcome on every task once numbers equal their numeric strings. +- **Do-nothing control.** Scored on the freshly seeded databases, 1 of 647 tasks passes, under both harnesses. + +## Known issues in the public task set + +| Issue | Tasks | Here | +|---|---:|---| +| A verifier expects a numeric string (`"1"`) from an integer column | 20 | Passable: numbers equal their numeric strings | +| A context header key has surrounding whitespace, which upstream cannot send | 2 | Passable: the whitespace is stripped | +| A verifier query fails (unknown column, or the table is on the task's other gym) | 3 | Unpassable; `evaluation_completed: false` | +| A selected tool is not served by the images | 2 | The task runs without it | +| The email image's `create_send_as_alias` fails with an internal server error for some inputs | 5 | As upstream | diff --git a/benchmarks/enterpriseops_gym/__init__.py b/benchmarks/enterpriseops_gym/__init__.py new file mode 100644 index 00000000000..52a7a9daf02 --- /dev/null +++ b/benchmarks/enterpriseops_gym/__init__.py @@ -0,0 +1,2 @@ +# SPDX-FileCopyrightText: Copyright (c) 2026 NVIDIA CORPORATION & AFFILIATES. All rights reserved. +# SPDX-License-Identifier: Apache-2.0 diff --git a/benchmarks/enterpriseops_gym/config.yaml b/benchmarks/enterpriseops_gym/config.yaml new file mode 100644 index 00000000000..ef391a9bb33 --- /dev/null +++ b/benchmarks/enterpriseops_gym/config.yaml @@ -0,0 +1,65 @@ +# EnterpriseOps-Gym: ServiceNow's enterprise-workflow tasks in oracle tool mode, run with the Stirrup agent as +# Artificial Analysis runs EnterpriseOps-Gym-AA (100-turn cap, 3 repeats). See README.md. +# +# gym eval prepare --benchmark enterpriseops_gym +# gym eval run --benchmark enterpriseops_gym --model-type openai_model --split benchmark --output ... + +# The agent runs in a task sandbox and calls the model and resources servers from there. +use_absolute_ip: true + +config_paths: + - nemo_gym/sandbox/providers/opensandbox/configs/opensandbox.yaml + - resources_servers/enterpriseops_gym/configs/enterpriseops_gym.yaml + - environment_servers/single_agent_turn_legacy/configs/single_agent_turn_legacy.yaml + +# Each task runs as one episode of the environment server below. +environment_server_routes: + enterpriseops_gym: enterpriseops_gym_environment_server + +enterpriseops_gym_resources_server: + resources_servers: + enterpriseops_gym: + datasets: + - name: enterpriseops_gym + type: benchmark + jsonl_fpath: benchmarks/enterpriseops_gym/data/enterpriseops_gym_benchmark.jsonl + prepare_script: benchmarks/enterpriseops_gym/prepare.py + taskset: enterpriseops_gym + num_repeats: 3 + license: Apache 2.0 + - name: example + type: example + jsonl_fpath: resources_servers/enterpriseops_gym/data/example.jsonl + taskset: enterpriseops_gym + license: Apache 2.0 + +enterpriseops_gym_stirrup_agent: + responses_api_agents: + stirrup_agent: + entrypoint: app.py + model_server: + type: responses_api_models + name: policy_model + agent_max_turns: 100 + # The task's tools are the only tools: no shell. + code_exec: false + concurrency: 64 + # Artificial Analysis samples reasoning models at 0.6 unless the model's lab recommends otherwise; override it + # with the lab's value, e.g. ++enterpriseops_gym_stirrup_agent.responses_api_agents.stirrup_agent.temperature=1.0 + temperature: 0.6 + sandbox_runner_timeout_seconds: 5400 + +enterpriseops_gym_environment_server: + _inherit_from: single_agent_turn_legacy + environment_servers: + single_agent_turn_legacy: + resources_server: + type: resources_servers + name: enterpriseops_gym_resources_server + agent_server: + type: responses_api_agents + name: enterpriseops_gym_stirrup_agent + resources_tool_transports: [direct_http] + default_episode_timeout_seconds: 7200 + max_concurrent_episodes: 64 + queue_timeout_seconds: 86400 diff --git a/benchmarks/enterpriseops_gym/data/.gitignore b/benchmarks/enterpriseops_gym/data/.gitignore new file mode 100644 index 00000000000..b7de38389fb --- /dev/null +++ b/benchmarks/enterpriseops_gym/data/.gitignore @@ -0,0 +1,2 @@ +*benchmark.jsonl +*.partial diff --git a/benchmarks/enterpriseops_gym/manifest.yaml b/benchmarks/enterpriseops_gym/manifest.yaml new file mode 100644 index 00000000000..b9f357a351b --- /dev/null +++ b/benchmarks/enterpriseops_gym/manifest.yaml @@ -0,0 +1,38 @@ +name: enterpriseops_gym +version: 0.1.0 +experimental: true +kind: benchmark +integration_profile: custom-gym-agent-loop +domain: agent +description: ServiceNow EnterpriseOps-Gym oracle-mode tasks across eight enterprise + domains, run with the Stirrup agent against live MCP gym servers in per-task sandboxes + and scored by SQL checks on the final database state. +modality: text +licensing: Apache-2.0 +authors: +- Khushi Bhardwaj +reward: + range: + - 0.0 + - 1.0 + higher_is_better: true +determinism: stochastic +agent_server: stirrup_agent +datasets: +- name: enterpriseops_gym + type: benchmark + jsonl_fpath: benchmarks/enterpriseops_gym/data/enterpriseops_gym_benchmark.jsonl + prepare_script: benchmarks/enterpriseops_gym/prepare.py + num_repeats: 3 +- name: example + type: example + jsonl_fpath: resources_servers/enterpriseops_gym/data/example.jsonl + num_repeats: 1 +model_server: policy_model +session_model: episode +state: per_session +sandbox: opensandbox +canonical_split: oracle +prompt_source: prepared +lifecycle: active +resources_server: enterpriseops_gym diff --git a/benchmarks/enterpriseops_gym/prepare.py b/benchmarks/enterpriseops_gym/prepare.py new file mode 100644 index 00000000000..a9e60243d9c --- /dev/null +++ b/benchmarks/enterpriseops_gym/prepare.py @@ -0,0 +1,150 @@ +# SPDX-FileCopyrightText: Copyright (c) 2026 NVIDIA CORPORATION & AFFILIATES. All rights reserved. +# SPDX-License-Identifier: Apache-2.0 +"""Prepare the EnterpriseOps-Gym benchmark JSONL: the public oracle-mode tasks of all eight domains. + +Downloads ServiceNow's task set and the gym servers' tool schemas, both pinned, and writes one row per task. The row's +``responses_create_params`` holds the task's system and user prompts and its oracle tools; the other fields are what +the ``enterpriseops_gym`` resources server reads: the gym servers to start, each with its database dump and context +headers, the gym server of each tool, and the SQL verifiers. +""" + +from __future__ import annotations + +import json +import sys +from collections import Counter +from pathlib import Path +from typing import Any + + +BENCHMARK_DIR = Path(__file__).parent +OUTPUT_FPATH = BENCHMARK_DIR / "data" / "enterpriseops_gym_benchmark.jsonl" + +DATASET = "ServiceNow-AI/EnterpriseOps-Gym" +DATASET_REVISION = "c8e538eae8a6205294f0a86675fefdc1fac408f6" # pragma: allowlist secret +DOMAINS = ("calendar", "csm", "drive", "email", "hr", "hybrid", "itsm", "teams") +EXPECTED_TASK_COUNT = 649 +# tools/list of each gym server image, captured from the images the resources server config pins. +TOOLS_REPO = "nvidia/NeMo-Gym-EnterpriseOps-Assets" +TOOLS_REVISION = "8918dc64b8575d5ff476e62e1cc3687523ab59c2" # pragma: allowlist secret +TOOL_SNAPSHOTS = ("calendar", "csm", "drive", "email", "hr", "itsm", "teams") + + +def context_headers(context: dict[str, Any]) -> dict[str, str]: + """The headers that carry a gym server's task context, such as the acting user's token. + + The upstream harness sends each key as a header, prefixing ``x-`` (and turning ``_`` into ``-``) when the key does + not already start with ``x-``. The tasks were validated that way, so it is kept even where it misnames a header: + ``x_auth_token`` becomes ``x-x-auth-token``, which the drive server ignores, so those tasks act as its default + user. Surrounding whitespace is stripped, as upstream's revised task files do, since no header name can hold it. + """ + headers: dict[str, str] = {} + for key, value in context.items(): + name = key.strip().lower() + name = name if name.startswith("x-") else f"x-{name.replace('_', '-')}" + if headers.get(name, str(value)) != str(value): + raise ValueError(f"Context keys for header {name!r} disagree: {context}") + headers[name] = str(value) + return headers + + +def load_tool_snapshots() -> dict[str, list[dict[str, Any]]]: + """Each gym server's tools, in the order its tools/list returns them.""" + from huggingface_hub import hf_hub_download + + from nemo_gym.global_config import get_hf_token + + tools: dict[str, list[dict[str, Any]]] = {} + for name in TOOL_SNAPSHOTS: + path = hf_hub_download( + TOOLS_REPO, + f"enterpriseops_gym/tools/{name}.json", + repo_type="dataset", + revision=TOOLS_REVISION, + token=get_hf_token(), + ) + snapshot = json.loads(Path(path).read_text()) + tools[snapshot["gym_name"]] = snapshot["tools"] + return tools + + +def convert_task( + row: dict[str, Any], tools_by_gym: dict[str, list[dict[str, Any]]] +) -> tuple[dict[str, Any], list[str]]: + """One benchmark row, and the selected tools that no gym server of the task serves.""" + gym_configs = json.loads(row["gym_servers_config"]) + allowed = set(row["selected_tools"]) - set(row["restricted_tools"] or []) + # Upstream offers the selected tools in the gym servers' order, each from the first gym server that serves it. + tool_servers: dict[str, str] = {} + tools: list[dict[str, Any]] = [] + for gym in gym_configs: + for tool in tools_by_gym[gym["mcp_server_name"]]: + if tool["name"] in allowed and tool["name"] not in tool_servers: + tool_servers[tool["name"]] = gym["mcp_server_name"] + tools.append( + { + "type": "function", + "name": tool["name"], + "description": tool.get("description") or "", + "parameters": tool["inputSchema"], + "strict": False, + } + ) + missing = sorted(allowed - set(tool_servers)) + record = { + "task_id": row["task_id"], + "domain": row["domain"], + "gym_servers": [ + { + "name": gym["mcp_server_name"], + "seed_database_file": gym["seed_database_file"], + "headers": context_headers(gym.get("context") or {}), + } + for gym in gym_configs + ], + "tool_servers": tool_servers, + "verifiers": json.loads(row["verifiers"]), + "responses_create_params": { + "input": [ + {"role": "system", "content": row["system_prompt"]}, + {"role": "user", "content": row["user_prompt"]}, + ], + "tools": tools, + }, + } + return record, missing + + +def prepare() -> Path: + from datasets import load_dataset + + from nemo_gym.global_config import get_hf_token + + tools_by_gym = load_tool_snapshots() + splits = load_dataset(DATASET, "oracle", revision=DATASET_REVISION, token=get_hf_token()) + if set(splits) != set(DOMAINS): + raise ValueError(f"{DATASET}@{DATASET_REVISION} oracle splits are {sorted(splits)}, expected {DOMAINS}") + records, missing_tools = [], Counter() + for domain in DOMAINS: + for row in splits[domain]: + record, missing = convert_task(row, tools_by_gym) + records.append(record) + missing_tools.update(missing) + if len(records) != EXPECTED_TASK_COUNT: + raise ValueError(f"Expected {EXPECTED_TASK_COUNT} tasks, got {len(records)}") + if missing_tools: + # Upstream drops them too: the gym images serve no tool of that name. + print(f"Selected tools no gym server serves, left out of their tasks: {dict(missing_tools)}", file=sys.stderr) + + OUTPUT_FPATH.parent.mkdir(parents=True, exist_ok=True) + partial = OUTPUT_FPATH.with_suffix(".jsonl.partial") + with partial.open("w") as stream: + for record in records: + stream.write(json.dumps(record) + "\n") + partial.replace(OUTPUT_FPATH) + print(f"Wrote {len(records)} tasks to {OUTPUT_FPATH}") + return OUTPUT_FPATH + + +if __name__ == "__main__": + prepare() diff --git a/resources_servers/enterpriseops_gym/README.md b/resources_servers/enterpriseops_gym/README.md new file mode 100644 index 00000000000..6baf09cd5a2 --- /dev/null +++ b/resources_servers/enterpriseops_gym/README.md @@ -0,0 +1,81 @@ +# EnterpriseOps-Gym resources server + +Runs the tasks of ServiceNow's [EnterpriseOps-Gym](https://github.com/ServiceNow/EnterpriseOps-Gym) against live +enterprise systems in sandboxes. A task names one or two *gym servers* (Calendar, CSM, Drive, Email, HR, ITSM, Teams): +each is an MCP server over a SQLite database seeded for the task. The agent works through the task's tools, and the +task is scored on the final database state with the task's SQL verifiers. `benchmarks/enterpriseops_gym/` pairs this +server with the Stirrup agent; see its README for the benchmark and its results. + +## How it works + +1. **`/seed_session`** starts one sandbox per gym server of the task, from the image `gym_images` pins for it, with the + gym's HTTP server as the sandbox entrypoint and its port declared. Once `/health` answers through + `sandbox.endpoint(port)`, it seeds a fresh database from the task's SQL dump (`/api/seed-database`). The dumps come + from the upstream `gym_dbs.zip`, downloaded once and checked against `seed_archive_sha256`. The first sandbox is + lent to the agent (`sandbox_access`), which runs its harness there. +2. **`POST /{tool_name}`** serves the task's tools (the oracle tools of the row's `tool_servers`, nothing else). Each + call goes to the gym that owns the tool as an MCP `tools/call`, with the task database's `x-database-id` and the + task's context headers (the acting user's token). The gym's text answer is returned. A tool error is a 400 whose + detail is the gym's message, which the model sees; an unreachable gym is a 502, which fails the episode for a retry. + A call that reached the gym is never resent, since tools change the database. +3. **`/verify`** runs every verifier query against its gym's database (`/api/sql-runner`) and compares the answer with + the expected value. The reward is 1 only when every verifier passes; `verifier_pass_rate` is the share that pass and + `verifier_results` holds each one's expected and actual value. A query the database rejects fails its verifier, as + upstream scores it, and the response sets `evaluation_completed: false` and `failure_kind: verifier_error`, so the + row is not mistaken for a task the model failed. A gym that cannot be reached fails the request, so the episode is + retried rather than scored. Verification stops the sandboxes, and a repeated `/verify` returns the same results. +4. **`/close_session`** stops any sandbox still running. Every sandbox also has a TTL (`sandbox_config.ttl_s`). + +Aggregate metrics report `success` and `verifier_pass_rate` overall and per domain (`/pass@1[avg-of-k]/...`). + +## Task fields + +Rows are written by `benchmarks/enterpriseops_gym/prepare.py`; `task_data.py` is their schema. Besides +`responses_create_params` (the task's system and user prompts and its tool schemas), the server reads: + +| Field | Meaning | +|---|---| +| `task_id`, `domain` | Upstream task ID and domain (`hybrid` tasks use two gym servers). | +| `gym_servers` | `[{name, seed_database_file, headers}]`: each gym server's dump in the seed archive and the lowercase `x-` context headers of its calls, in the task's order. | +| `tool_servers` | `{tool: gym server}` for every tool the agent may call. | +| `verifiers` | Upstream `database_state` verifiers: `{name, gym_name, validation_config: {query, expected_value, comparison_type}}`. | + +## Verifier semantics + +Extraction and comparison follow upstream `benchmark/verifier.py`, checked against goldens produced by running it +(`tests/verifier_golden.json`, regenerated with `tests/generate_verifier_golden.py`): a one-row, one-column answer is +compared as its value, `equals` is Python equality, `greater_than`/`less_than` are Python ordering (values that cannot +be ordered fail), and `contains` is a substring test. The queries run one at a time, as upstream runs them. The +verifier fixture (`VERIFIER_FIXTURE`, `tests/verifier_cases.jsonl`) scores the same way against final database states +built in SQLite, so it needs no gym servers. Two differences from the upstream harness, both deliberate: + +- **Every verifier counts.** Upstream keys results by verifier name, so the last of several same-named verifiers + overwrites the others (34 public tasks have same-named verifiers with different checks). Here a task passes only when + all of its verifiers pass, as Artificial Analysis grades EnterpriseOps-Gym-AA. +- **Numbers equal their numeric strings** in `equals`, `greater_than` and `less_than`. 20 public oracle tasks expect + `"1"` from a `COUNT(*)`, which upstream's strict equality never matches; the same tasks in the dataset's + distractor-tool configs (`plus_5_tools`, `plus_10_tools`, `plus_15_tools`) expect `1`. + +## Configuration + +| Key | Meaning | +|---|---| +| `sandbox_provider` | The top-level sandbox provider block, e.g. `nemo_gym/sandbox/providers/opensandbox/configs/opensandbox.yaml`. | +| `sandbox_config` | `ttl_s`, `resources`, `env`, `metadata` and `provider_options` of every gym sandbox. | +| `gym_images` | Per gym server name: `image`, `command` (the entrypoint that starts its HTTP server) and `port`. The defaults pin the upstream images by digest. | +| `agent_workdir` | Working directory of the sandbox lent to the agent. | +| `seed_archive_url`, `seed_archive_sha256` | The upstream task database dumps; cached under `seed_archive_dir`, by default `/enterpriseops_gym`. | +| `gym_ready_timeout_s`, `gym_request_timeout_s` | Bound on a gym becoming healthy, and on each request to it. | +| `verify_endpoint_tls` | Verify the TLS certificate of sandbox endpoints; off by default like the OpenSandbox provider's `tls_verify`. | + +The upstream gym images are published only on Docker Hub, for amd64, by a personal account +(`shivakrishnareddyma225/enterpriseops-gym-mcp-`). A deployment that mirrors them keeps the digests and maps +the names with the provider's image rewrites (`images.rewrites` in the OpenSandbox config). + +The server keeps sessions in its process, so it requires `num_workers: 1`. + +## Licensing + +- Code: Apache 2.0. +- EnterpriseOps-Gym (task data, gym server images, database dumps): Apache 2.0, by ServiceNow. +- Dependencies: `nemo_gym` (Apache 2.0). diff --git a/resources_servers/enterpriseops_gym/__init__.py b/resources_servers/enterpriseops_gym/__init__.py new file mode 100644 index 00000000000..52a7a9daf02 --- /dev/null +++ b/resources_servers/enterpriseops_gym/__init__.py @@ -0,0 +1,2 @@ +# SPDX-FileCopyrightText: Copyright (c) 2026 NVIDIA CORPORATION & AFFILIATES. All rights reserved. +# SPDX-License-Identifier: Apache-2.0 diff --git a/resources_servers/enterpriseops_gym/app.py b/resources_servers/enterpriseops_gym/app.py new file mode 100644 index 00000000000..d07b08092e7 --- /dev/null +++ b/resources_servers/enterpriseops_gym/app.py @@ -0,0 +1,452 @@ +# SPDX-FileCopyrightText: Copyright (c) 2026 NVIDIA CORPORATION & AFFILIATES. All rights reserved. +# SPDX-License-Identifier: Apache-2.0 +"""EnterpriseOps-Gym resources server. + +Each task runs against live enterprise systems from ServiceNow's EnterpriseOps-Gym: for every gym server the task +names, ``/seed_session`` starts a sandbox from that gym's image, waits for its MCP server and seeds a database from +the task's SQL dump. The first sandbox is lent to the agent. The agent calls the task's tools through +``POST /{tool_name}``, which forwards each call to the gym that owns the tool with the task database's ID and the +task's context headers. ``/verify`` runs the task's SQL verifiers against the final database state: the reward is 1 +only when every verifier passes, and ``verifier_pass_rate`` is the share that pass. +""" + +from __future__ import annotations + +import asyncio +import hashlib +import logging +import os +import tempfile +import urllib.request +import zipfile +from contextlib import asynccontextmanager +from dataclasses import dataclass, field, replace +from pathlib import Path +from typing import Any, ClassVar, Dict, List, Optional +from uuid import uuid4 + +from fastapi import Body, FastAPI, HTTPException, Request +from pydantic import BaseModel, ConfigDict, Field, PrivateAttr, ValidationError + +from nemo_gym import CACHE_DIR +from nemo_gym.base_resources_server import ( + BaseResourcesServerConfig, + BaseVerifyRequest, + BaseVerifyResponse, + ResourcesCloseSessionRequest, + ResourcesCloseSessionResponse, + ResourcesSeedSessionRequest, + ResourcesSeedSessionResponse, + SimpleResourcesServer, +) +from nemo_gym.episode_types import EpisodeId, TaskId +from nemo_gym.failure_kinds import VERIFIER_ERROR +from nemo_gym.global_config import CACHE_DIR_KEY_NAME, get_global_config_dict +from nemo_gym.reward_profile import compute_pass_majority_metrics, compute_subset_metrics, highest_k_metrics +from nemo_gym.sandbox import AsyncSandbox +from nemo_gym.sandbox.access import DirectSandboxConnection, SandboxAccess +from nemo_gym.sandbox.config import SandboxConfig, resolve_provider_config +from nemo_gym.server_utils import SESSION_ID_KEY, is_nemo_gym_fastapi_entrypoint +from nemo_gym.verifier_fixture import VerifierFixture +from resources_servers.enterpriseops_gym.gym_client import GymRequestError, GymServerClient, GymUnavailableError +from resources_servers.enterpriseops_gym.task_data import ( + DATABASE_ID_HEADER, + DatabaseStateVerifier, + GymServerTask, + TaskData, +) +from resources_servers.enterpriseops_gym.verifier import ( + FinalStateVerifier, + FinalStateVerifyRequest, + QueryRejectedError, + VerifierResult, + evaluate, +) + + +LOG = logging.getLogger(__name__) + + +class GymImageConfig(BaseModel): + """How to run one gym server: its image, the command that starts its HTTP server, and the port it serves.""" + + model_config = ConfigDict(extra="forbid") + + image: str + command: List[str] = Field(min_length=1) + port: int = Field(ge=1, le=65535) + + +class EnterpriseOpsGymResourcesServerConfig(BaseResourcesServerConfig): + # Names a top-level provider block such as nemo_gym/sandbox/providers/opensandbox/configs/opensandbox.yaml. + sandbox_provider: str + sandbox_config: SandboxConfig = Field(default_factory=SandboxConfig) + # Keyed by the gym server names the tasks use (`gym_servers[].name`). + gym_images: Dict[str, GymImageConfig] + # Working directory of the sandbox lent to the agent. + agent_workdir: str = "/tmp" + # The upstream `gym_dbs.zip` of task database dumps, pinned by checksum. + seed_archive_url: str + seed_archive_sha256: str + # Defaults to `/enterpriseops_gym`. + seed_archive_dir: Optional[str] = None + gym_ready_timeout_s: float = Field(default=300, gt=0) + gym_request_timeout_s: float = Field(default=120, gt=0) + # Sandbox endpoints of a provider whose proxy certificate cannot be verified need this off. + verify_endpoint_tls: bool = False + + +class EnterpriseOpsGymVerifyRequest(BaseVerifyRequest): + task_id: str + domain: str + + +class EnterpriseOpsGymVerifyResponse(EnterpriseOpsGymVerifyRequest, BaseVerifyResponse): + # False when the database rejected a verifier's query: a defect of the task, not a hard task. + evaluation_completed: bool + verifier_pass_rate: float + num_verifiers: int + num_verifiers_passed: int + verifier_results: List[VerifierResult] + + +@dataclass +class _GymSandbox: + """A started gym server and the headers that address its task database.""" + + sandbox: AsyncSandbox + client: Optional[GymServerClient] = None + headers: Dict[str, str] = field(default_factory=dict) + + +@dataclass +class _TaskSession: + episode_id: EpisodeId + task_id: TaskId + task: TaskData + # In the task's order: the first one is lent to the agent. + gyms: Dict[str, _GymSandbox] + # Set by the first /verify, which stops the sandboxes; a repeated /verify reports the same results. + verifier_results: Optional[List[VerifierResult]] = None + + +class SeedArchive: + """The upstream archive of task database dumps, read by each dump's path inside it.""" + + def __init__(self, path: Path) -> None: + self._zip = zipfile.ZipFile(path) + self._names = frozenset(self._zip.namelist()) + + def read(self, name: str) -> str: + if name not in self._names: + raise ValueError(f"The seed archive has no database dump {name!r}") + return self._zip.read(name).decode("utf-8") + + +def ensure_seed_archive(url: str, sha256: str, directory: Path) -> Path: + """Download the seed archive into ``directory`` once and check its checksum.""" + path = directory / f"gym_dbs-{sha256[:16]}.zip" + if path.is_file() and _sha256(path) == sha256: + return path + directory.mkdir(parents=True, exist_ok=True) + with tempfile.NamedTemporaryFile(dir=directory, suffix=".partial", delete=False) as partial: + try: + with urllib.request.urlopen(url, timeout=300) as response: + while chunk := response.read(1 << 20): + partial.write(chunk) + partial.close() + actual = _sha256(Path(partial.name)) + if actual != sha256: + raise ValueError(f"Seed archive {url} has sha256 {actual}, expected {sha256}") + os.replace(partial.name, path) + finally: + Path(partial.name).unlink(missing_ok=True) + return path + + +def _sha256(path: Path) -> str: + digest = hashlib.sha256() + with path.open("rb") as stream: + while chunk := stream.read(1 << 20): + digest.update(chunk) + return digest.hexdigest() + + +class EnterpriseOpsGymResourcesServer(SimpleResourcesServer): + config: EnterpriseOpsGymResourcesServerConfig + ray_enabled: ClassVar[bool] = False + + _sessions: Dict[str, _TaskSession] = PrivateAttr(default_factory=dict) + _closed_sessions: Dict[str, EpisodeId] = PrivateAttr(default_factory=dict) + _session_locks: Dict[str, asyncio.Lock] = PrivateAttr(default_factory=dict) + _seed_archive: Optional[SeedArchive] = PrivateAttr(default=None) + _seed_archive_lock: asyncio.Lock = PrivateAttr(default_factory=asyncio.Lock) + + def model_post_init(self, context: Any) -> None: + super().model_post_init(context) + if self.config.num_workers not in (None, 1): + raise ValueError("EnterpriseOps-Gym sessions are process-local and require num_workers=1") + + def setup_webserver(self) -> FastAPI: + app = super().setup_webserver() + parent_lifespan = app.router.lifespan_context + + @asynccontextmanager + async def lifespan(app: FastAPI): + try: + async with parent_lifespan(app) as maybe_state: + yield maybe_state + finally: + await self.shutdown() + + app.router.lifespan_context = lifespan + # Last, so the routes registered above win over a tool of the same name. + app.post("/{tool_name}")(self.call_tool) + return app + + async def _archive(self) -> SeedArchive: + """The seed archive, downloaded by the first seed that needs it.""" + async with self._seed_archive_lock: + if self._seed_archive is None: + directory = self.config.seed_archive_dir or Path( + get_global_config_dict().get(CACHE_DIR_KEY_NAME) or CACHE_DIR, "enterpriseops_gym" + ) + path = await asyncio.to_thread( + ensure_seed_archive, self.config.seed_archive_url, self.config.seed_archive_sha256, Path(directory) + ) + self._seed_archive = SeedArchive(path) + return self._seed_archive + + async def seed_session(self, request: Request, body: ResourcesSeedSessionRequest) -> ResourcesSeedSessionResponse: + session_id = body.resources_session_id + request.session[SESSION_ID_KEY] = session_id + async with self._session_locks.setdefault(session_id, asyncio.Lock()): + if session_id in self._closed_sessions: + raise HTTPException(409, f"Resources session is already closed: {session_id}") + session = self._sessions.get(session_id) + if session is not None: + if (session.episode_id, session.task_id) != (body.episode_id, body.task_id): + raise HTTPException(409, "resources_session_id is already bound to another episode or task") + return await self._seed_response(session_id, session) + # A task this server cannot run is a terminal 422; a failure to start its gyms is a retryable 5xx. + try: + task = TaskData.model_validate(body.task_data) + except ValidationError as error: + raise HTTPException(422, f"Invalid EnterpriseOps-Gym task: {error}") from error + if body.task_id.task_id != task.task_id: + raise HTTPException(422, "TaskId does not match the EnterpriseOps-Gym task_id") + missing = [gym.name for gym in task.gym_servers if gym.name not in self.config.gym_images] + if missing: + raise HTTPException(422, f"No gym_images entry for gym servers {missing}") + session = _TaskSession(body.episode_id, body.task_id, task, gyms={}) + try: + await self._start_gyms(session) + response = await self._seed_response(session_id, session) + except BaseException: + await self._release(session) + raise + self._sessions[session_id] = session + return response + + async def _start_gyms(self, session: _TaskSession) -> None: + """Start every gym of the task, wait for it and seed its database, all at once.""" + archive = await self._archive() + global_config_dict = get_global_config_dict() + provider_config = resolve_provider_config(self.config.sandbox_provider, global_config_dict) + # Every sandbox is tracked before it starts, so a failure anywhere stops the ones that did. The task's order + # is kept: the first gym is the one lent to the agent. + for gym_task in session.task.gym_servers: + session.gyms[gym_task.name] = _GymSandbox(sandbox=AsyncSandbox(provider_config)) + + async def start(gym_task: GymServerTask) -> None: + image = self.config.gym_images[gym_task.name] + gym = session.gyms[gym_task.name] + try: + sql = await asyncio.to_thread(archive.read, gym_task.seed_database_file) + except ValueError as error: + raise HTTPException(422, str(error)) from error + spec = self.config.sandbox_config.spec( + self.config.sandbox_provider, + image=image.image, + workdir=self.config.agent_workdir, + metadata={"task_id": session.task.task_id[:63], "gym_server": gym_task.name[:63]}, + named_configs=global_config_dict, + ) + await gym.sandbox.start(replace(spec, entrypoint=list(image.command), ports=[image.port])) + gym.client = GymServerClient( + await gym.sandbox.endpoint(image.port), + verify_tls=self.config.verify_endpoint_tls, + timeout_s=self.config.gym_request_timeout_s, + ) + database_id = f"db_{uuid4().hex}" + try: + await gym.client.wait_until_healthy(self.config.gym_ready_timeout_s) + await gym.client.seed_database(database_id, sql) + except GymUnavailableError as error: + raise HTTPException(503, f"Gym server {gym_task.name} is unavailable: {error}") from error + except GymRequestError as error: + raise HTTPException(422, f"Gym server {gym_task.name} refused the task database: {error}") from error + gym.headers = {**gym_task.headers, DATABASE_ID_HEADER: database_id} + + try: + async with asyncio.TaskGroup() as group: + for gym_task in session.task.gym_servers: + group.create_task(start(gym_task)) + except BaseExceptionGroup as failures: + # Answer with one failure, the HTTP error that classifies it when there is one. + errors = failures.exceptions + raise next((error for error in errors if isinstance(error, HTTPException)), errors[0]) from failures + + async def _seed_response(self, session_id: str, session: _TaskSession) -> ResourcesSeedSessionResponse: + host = next(iter(session.gyms.values())) + return ResourcesSeedSessionResponse( + resources_session_id=session_id, + sandbox_access=SandboxAccess( + connection=DirectSandboxConnection( + provider_config_ref=self.config.sandbox_provider, + descriptor=await host.sandbox.serialize(), + ), + workdir=self.config.agent_workdir, + ), + ) + + async def close_resources_session( + self, request: Request, body: ResourcesCloseSessionRequest + ) -> ResourcesCloseSessionResponse: + session_id = body.resources_session_id + async with self._session_locks.setdefault(session_id, asyncio.Lock()): + closed_episode_id = self._closed_sessions.get(session_id) + if closed_episode_id is None: + session = self._sessions.get(session_id) + if session is not None: + if session.episode_id != body.episode_id: + raise ValueError("episode_id does not match the seeded resources session") + await self._release(session) + del self._sessions[session_id] + self._closed_sessions[session_id] = body.episode_id + elif closed_episode_id != body.episode_id: + raise ValueError("episode_id does not match the closed resources session") + request.session.pop(SESSION_ID_KEY, None) + return ResourcesCloseSessionResponse(resources_session_id=session_id) + + async def _release(self, session: _TaskSession) -> None: + """Stop the session's sandboxes. One that fails to stop stays in ``session.gyms`` for a later retry.""" + gyms = list(session.gyms.items()) + results = await asyncio.gather(*(gym.sandbox.stop() for _, gym in gyms), return_exceptions=True) + errors = [] + for (name, _), result in zip(gyms, results): + if isinstance(result, BaseException): + errors.append(result) + else: + session.gyms.pop(name) + if errors: + raise errors[0] + + async def shutdown(self) -> None: + for session_id, session in list(self._sessions.items()): + try: + await self._release(session) + except Exception: + LOG.exception("Failed to stop the sandboxes of EnterpriseOps-Gym session %s", session_id) + self._sessions.clear() + + def _session(self, request: Request) -> _TaskSession: + session = self._sessions.get(request.session.get(SESSION_ID_KEY)) + if session is None: + raise HTTPException(409, "No seeded EnterpriseOps-Gym session for this request") + return session + + async def call_tool( + self, request: Request, tool_name: str, arguments: Dict[str, Any] = Body(default_factory=dict) + ) -> str: + """Run one of the task's tools on the gym server that owns it. + + A call the tool rejects is a 400 whose detail the model sees; an unreachable gym is a 502, which fails the + episode as an infrastructure error. + """ + session = self._session(request) + gym_name = session.task.tool_servers.get(tool_name) + if gym_name is None: + raise HTTPException(400, f"Tool {tool_name!r} is not available in this task") + gym = session.gyms.get(gym_name) + if gym is None or session.verifier_results is not None: + raise HTTPException(409, "The task's gym servers are no longer running") + try: + result = await gym.client.call_tool(tool_name, arguments, headers=gym.headers) + except GymUnavailableError as error: + raise HTTPException(502, f"Gym server {gym_name} is unavailable: {error}") from error + if result.is_error: + raise HTTPException(400, result.text) + return result.text + + async def verify(self, request: Request, body: EnterpriseOpsGymVerifyRequest) -> EnterpriseOpsGymVerifyResponse: + session = self._session(request) + if body.task_id != session.task.task_id: + raise HTTPException(409, "The verify request names another task than the session") + if session.verifier_results is None: + + async def run_sql(verifier: DatabaseStateVerifier) -> Dict[str, Any]: + gym = session.gyms[verifier.gym_name] + try: + return await gym.client.run_sql(verifier.validation_config.query, headers=gym.headers) + except GymRequestError as error: + raise QueryRejectedError(str(error)) from error + except GymUnavailableError as error: + # No verdict without the database: fail the request so the episode is retried. + raise HTTPException(502, f"Could not run verifier {verifier.name!r}: {error}") from error + + session.verifier_results = await evaluate(session.task.verifiers, run_sql) + try: + await self._release(session) + except Exception: + # The results stand; close_session retries the stop. + LOG.exception("Failed to stop the sandboxes of task %s after verification", session.task.task_id) + results = session.verifier_results + passed = sum(result.passed for result in results) + # A rejected query fails its verifier, as upstream scores it; the response names it so the row can be told + # apart from a task the model failed. + rejected = [result for result in results if result.error is not None] + return EnterpriseOpsGymVerifyResponse( + **body.model_dump(), + reward=float(passed == len(results)), + evaluation_completed=not rejected, + failure_kind=VERIFIER_ERROR if rejected else None, + failure_reason="; ".join(f"Verifier {result.name!r}: {result.error}" for result in rejected) or None, + verifier_pass_rate=passed / len(results), + num_verifiers=len(results), + num_verifiers_passed=passed, + verifier_results=results, + ) + + @staticmethod + def _scores(rollout: Dict[str, Any]) -> Dict[str, float]: + return {"success": rollout["reward"], "verifier_pass_rate": rollout.get("verifier_pass_rate", 0.0)} + + def compute_metrics(self, tasks: List[List[Dict[str, Any]]]) -> Dict[str, Any]: + metrics, _, _, _ = compute_pass_majority_metrics(tasks, score_fn=self._scores) + metrics.pop("per_sample_aggregate", None) + metrics.update(compute_subset_metrics(tasks, subset_key="domain", score_fn=self._scores)) + return metrics + + def get_key_metrics(self, agent_metrics: Dict[str, Any]) -> Dict[str, Any]: + key = { + name: agent_metrics[name] for name in ("mean/input_tokens", "mean/output_tokens") if name in agent_metrics + } + key.update( + highest_k_metrics(agent_metrics, "pass@1[avg-of-{k}]", score_names=["success", "verifier_pass_rate"]) + ) + return key + + +# Exercises the server's scoring against final database states built in SQLite: the verifiers need no gym servers. +VERIFIER_FIXTURE = VerifierFixture( + server_factory=FinalStateVerifier, + request_model=FinalStateVerifyRequest, + cases_path=Path(__file__).parent / "tests" / "verifier_cases.jsonl", +) + + +if __name__ == "__main__": + EnterpriseOpsGymResourcesServer.run_webserver() +elif is_nemo_gym_fastapi_entrypoint(__file__): + app = EnterpriseOpsGymResourcesServer.run_webserver() # noqa: F401 diff --git a/resources_servers/enterpriseops_gym/configs/enterpriseops_gym.yaml b/resources_servers/enterpriseops_gym/configs/enterpriseops_gym.yaml new file mode 100644 index 00000000000..f7a50ad7e23 --- /dev/null +++ b/resources_servers/enterpriseops_gym/configs/enterpriseops_gym.yaml @@ -0,0 +1,54 @@ +# EnterpriseOps-Gym resources server: starts each task's gym servers in sandboxes, serves the task's tools and runs +# its SQL verifiers. benchmarks/enterpriseops_gym/config.yaml pairs it with the Stirrup agent; see its README. +enterpriseops_gym_resources_server: + resources_servers: + enterpriseops_gym: + # The agent runs in the task's first sandbox, which only a sandboxed harness can use. + allowed_agents: [stirrup_agent] + entrypoint: app.py + domain: agent + verified: false + # Names a top-level provider block such as nemo_gym/sandbox/providers/opensandbox/configs/opensandbox.yaml. + sandbox_provider: sandbox + sandbox_config: + # Covers the agent's episode, which runs in the task's first sandbox. Without a TTL the OpenSandbox SDK + # expires a sandbox 10 minutes after creation. + ttl_s: 14400 + env: + # execd otherwise waits 1 s after every command. + EXECD_API_GRACE_SHUTDOWN: 50ms + resources: {cpu: 2, memory_mib: 4096} + # Task database dumps from ServiceNow/EnterpriseOps-Gym (Apache-2.0), unchanged since its first commit. + seed_archive_url: https://raw.githubusercontent.com/ServiceNow/EnterpriseOps-Gym/271f2c357f763376997dfd16807fcde2474ae41b/gym_dbs.zip + seed_archive_sha256: d947543d4fba1aabc4aade73d3df955114187b7a94da7ac825c4c31169ddab47 # pragma: allowlist secret + # The upstream gym server images (amd64), pinned by digest. A deployment that mirrors them maps the names with + # the sandbox provider's image rewrites. + gym_images: + gym-calendar: + image: docker.io/shivakrishnareddyma225/enterpriseops-gym-mcp-calendar@sha256:994c5421a6dd065861bc7f813a177f6d408875e9df60fe8d012959bc4510da02 # pragma: allowlist secret + command: [python, -m, uvicorn, --app-dir, /app, main:app, --host, 0.0.0.0, --port, "8003"] + port: 8003 + sn-csm-server: + image: docker.io/shivakrishnareddyma225/enterpriseops-gym-mcp-csm@sha256:eaa456ac9aa85728426e7d3813a0bbca0949d6a8695be30e26f03894e6e6b189 # pragma: allowlist secret + command: [python, -m, uvicorn, --app-dir, /app, main:app, --host, 0.0.0.0, --port, "8005"] + port: 8005 + gym-google-drive-mcp: + image: docker.io/shivakrishnareddyma225/enterpriseops-gym-mcp-drive@sha256:3475962fcf6da7675e194dbf138de01fa3e96134a302ad47316e4111a5e63f32 # pragma: allowlist secret + command: [python, -m, uvicorn, --app-dir, /app, app.main:app, --host, 0.0.0.0, --port, "8005"] + port: 8005 + gym-email-mcp: + image: docker.io/shivakrishnareddyma225/enterpriseops-gym-mcp-email@sha256:69c2081fe4ab0962b86233f9fb52b307b8ad0019f6746ba64ce75851036201cd # pragma: allowlist secret + command: [python, -m, uvicorn, --app-dir, /app, main:app, --host, 0.0.0.0, --port, "8005"] + port: 8005 + sn-hr-internal: + image: docker.io/shivakrishnareddyma225/enterpriseops-gym-mcp-hr@sha256:1ea1c1d64d4be35e8062e56f00b8318e9e6c09289cfa56bcfd0595bfa59ac64d # pragma: allowlist secret + command: [python, -m, uvicorn, --app-dir, /app, main:app, --host, 0.0.0.0, --port, "8005"] + port: 8005 + gym-itsm-mcp: + image: docker.io/shivakrishnareddyma225/enterpriseops-gym-mcp-itsm@sha256:a234ae3fb7cee196ba25e6b9957969dea829919b6e8271dddae128f065aaf39f # pragma: allowlist secret + command: [python, -m, uvicorn, --app-dir, /app, main:app, --host, 0.0.0.0, --port, "8005"] + port: 8005 + gym-teams-mcp: + image: docker.io/shivakrishnareddyma225/enterpriseops-gym-mcp-teams@sha256:602655e46f6501885540c36dc9b12114cb173c75063d7f25c17ed0652695fa78 # pragma: allowlist secret + command: [python, -m, uvicorn, --app-dir, /app, main:app, --host, 0.0.0.0, --port, "8005"] + port: 8005 diff --git a/resources_servers/enterpriseops_gym/data/.gitignore b/resources_servers/enterpriseops_gym/data/.gitignore new file mode 100644 index 00000000000..38b734c1f40 --- /dev/null +++ b/resources_servers/enterpriseops_gym/data/.gitignore @@ -0,0 +1,4 @@ +*train.jsonl +*validation.jsonl +*_prepare.jsonl +*_prepare.*.jsonl diff --git a/resources_servers/enterpriseops_gym/data/example.jsonl b/resources_servers/enterpriseops_gym/data/example.jsonl new file mode 100644 index 00000000000..f93421d0380 --- /dev/null +++ b/resources_servers/enterpriseops_gym/data/example.jsonl @@ -0,0 +1,5 @@ +{"task_id": "task_20251231_152332_133_ad5a67e3_2a4e226c", "domain": "csm", "gym_servers": [{"name": "sn-csm-server", "seed_database_file": "Domain Wise DBs and Task-DB Mappings/csm/dbs/db_1762254390925_u5icw4thh.sql", "headers": {"x-user-email": "ryan.allen@servicenow.com"}}], "tool_servers": {"find_user": "sn-csm-server", "get_cases_assigned_to": "sn-csm-server", "retrieve_knowledge": "sn-csm-server", "find_case_knowledge_linkages": "sn-csm-server", "update_knowledge": "sn-csm-server", "link_case_knowledge": "sn-csm-server"}, "verifiers": [{"verifier_type": "database_state", "name": "Link published KB", "description": "validate kb linked", "gym_name": "sn-csm-server", "validation_config": {"query": "SELECT COUNT(*) FROM case_knowledge WHERE case_kb_id = 528 AND case_id = 5 AND knowledge_id = 195 AND used_as = 'applied';", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Updating knowledge state", "description": "Updating knowledge state", "gym_name": "sn-csm-server", "validation_config": {"query": "SELECT COUNT(*)\nFROM knowledge\nWHERE knowledge_id = 195\n AND state = 'published';\n", "expected_value": 1, "comparison_type": "equals"}}], "responses_create_params": {"input": [{"role": "system", "content": "CSM Agent Policy\n\nYou are a Customer Service Management assistant. Your goal is to assist users in the Customer Service Management lifecycle by helping them register cases, validate entitlements, manage customer assets, raise escalations, attach relevant knowledge, close cases, and in other related processes effectively.\n\nYou should always act based on confirmed user context, existing record relationships, and database integrity best practices. Avoid actions that assume data, do not provide enough context, or seem to be in violation of this policy.\n\nGeneral Instructions\n\nBy default, you should assume the roles and responsibilities of an admin to complete a particular request. If a user request violates policy, do not act on it. Perform one operation at a time. Do not provide knowledge or procedures not in the system. Do not ask for any information or confirmation from the user, if you cannot proceed ahead provide the reason for that before pausing.\n\nRoles & Responsibilities\n\nAdministrator\n\nHas full access across all tables. Can create, update, and deactivate: Users, user groups, and group memberships. Accounts, contacts, locations, and entitlements. Products, installed products, SLAs, contracts, and knowledge. Manages assignment rules, workflows, and escalations.\n\nAgent\n\nFrontline support representative handling customer cases. Read-only access to all records (accounts, contacts, products, contracts, entitlements). Can: Create and update customer cases, interactions, and case work notes. Associate knowledge articles with cases. View entitlements and SLAs linked to accounts and cases. Update case assignment, state, and resolution. Cannot modify user, group, or membership data.\n\nManager\n\nSupervises agents and case queues. Has agent privileges plus: Can reassign cases across groups and users. Can escalate cases and override case prioritization. Monitors SLA compliance, case trends, and escalations. Can approve exceptions (e.g., entitlement overrides or escalations). May contribute to knowledge management as reviewers.\n\nCustomer (Portal User)\n\nEnd user accessing the customer portal. Can: View and update their own profile. Create new cases and track the status of their submitted cases. Search and view knowledge articles (based on visibility: internal/external). Participate in community forums (if enabled). Initiate interactions (chat, email, web, etc.). Limited to their own account\u2019s data (cannot see other accounts/customers). Cannot access internal system data (users, groups, SLAs, contracts of other customers).\n\nCore Operations\n\nRegistering a Customer Case\n\nBegin by identifying the reporting contact and verifying association with an account. Collect necessary inputs: Issue description (short_description) Product or installed product involved Contact channel (channel, if not provided \u2192 default = web) Priority (if not provided \u2192 default = moderate) Default state = new. Verify the product or installed product belongs to the customer\u2019s account.\n\nAssigning a Case\n\nA case may be assigned to: An assignment group (assignment_group_id), or A user (assigned_to) within that group. Agents must: Be active, and Be members of the assigned group. Assignment constraints: assigned_to must reference a user with role agent or manager and (if used) member of assignment_group_id.\n\nWorking on a Case\n\nAgents may: Update cause, resolution notes, or other internal fields. Change state (new \u2192 in_progress, in_progress \u2192 pending/resolved). Attach a missing product or installed product. Link relevant knowledge articles. Important: Cases cannot be closed directly. They must first be moved to resolved, then to closed. If a case is invalid, it may be canceled.\n\nCase Lifecycle Management\n\nValid state transitions: new \u2192 in_progress / pending / resolved in_progress \u2192 pending / resolved pending \u2192 in_progress / resolved resolved \u2192 closed / new canceled At each step: Validate acting user\u2019s relationship to the case. Capture timestamps (sys_updated_on, closed_on where applicable). Prevent premature closure without resolution.\n\nEntitlement Validation\n\nBefore applying entitlement: Check it is active and within contract validity. Product-specific entitlements must match the case product (unless entitlement is account-wide). max_cases_per_month = 0 means unlimited; otherwise enforce limits. If entitlement is invalid \u2192 inform the user.\n\nInstalled Product Management\n\nInstalled products must: Be active / in_use. Belong to the reporting account. Do not attach items in retired / repair status to new cases. Ensure installed product\u2019s product matches the case product.\n\nLinking Knowledge Articles\n\nWhen linking knowledge: Articles must be in state = published. Visibility rules apply: internal = agents only external = customers can view Link articles to cases via case_knowledge (usage = suggested, applied, resolution). Ownership is tracked via owner_id.\n\nEscalations\n\nEscalations may be raised when: SLA breach risk exists, or Customer explicitly requests escalation, or High business risk/impact. Steps: Record escalation = true on case. Capture escalation_reason. Ensure justification is logged in case notes. There is no separate escalation record. Escalation is tracked within the case.\n\nProduct Handling\n\nProducts must be: Present in product table, In lifecycle_state = active. Installed products must match the product and account context.\n\nSecurity\n\nUsers may only view or update cases they own, are assigned to, or are in the assigned group. Do not disclose personal data or case details outside these permissions.\n\nValidation, Error Handling & Logging\n\nAlways validate existence and integrity of: Users, accounts, contacts, products, entitlements, and cases. State transitions follow lifecycle rules. All actions must: Update sys_updated_on. Capture timestamps (e.g., closed_on for case closure).\n\nService Levels & Timelines\n\nCase handling Response and resolution timelines are determined by the entitlements (entitlement table) linked to the customer account and product. Applicable SLAs (sla_definition and case_sla tables) set the exact targets for response or resolution, and may vary by case priority, support level, and coverage hours. SLA pause behavior: Obey sla_definition.pause_on_pending; when case state is pending, pause applicable SLAs. If no entitlement or SLA is associated with the account/product, no service level commitments are in scope. Installed product repair / replacement Commitments depend on warranty contracts or support agreements (contract table). The applicable SLA target will be enforced only if defined under the customer\u2019s entitlement. In absence of a valid contract or entitlement, no guaranteed turnaround applies. Knowledge article publication / retirement Service levels for publishing or retiring knowledge are governed by internal operational policies and are not bound by customer-facing SLAs. Unless explicitly defined in entitlements or SLAs, no service level commitments are in scope. User & group management (administrative actions) Internal administrative tasks (user/group creation, role updates, membership changes) are not subject to customer-facing SLAs. Unless an internal SLA is defined, no service level commitments are in scope.\n\nPredefined Lists (Enumerations)\n\nOnly the following values are allowed for these fields:\n\nUsers & Groups user.role: admin, agent, manager, customer user_group.type: support, backoffice, field, vendor\n\nGeography location.city: new_york, london, mumbai, tokyo, sydney location.country: usa, uk, india, japan, australia\n\nAccounts & Contacts account.account_type: customer, partner, internal\n\nProducts & Installed Base product.category: software, hardware, service product.lifecycle_state: active, retired installed_product.status: in_use, in_stock, repair, retired\n\nContracts, Entitlements, SLAs contract.contract_type: support, warranty, subscription contract.status: active, suspended, expired entitlement.support_level: standard, premium, enterprise entitlement.coverage_hours: h8x5, h12x6, h24x7 sla_definition.metric: response, resolution sla_definition.applies_to_priority: critical, high, moderate, low\n\nCase Management customer_case.channel: web, email, phone, chat, social, alert, community customer_case.priority: critical, high, moderate, low customer_case.state: new, in_progress, pending, resolved, closed, canceled customer_case.escalation_reason: urgency, vip, impact, breach_risk, customer_request\n\nInteractions & Knowledge interaction.channel: web, email, phone, chat, social, alert, community knowledge.state: draft, published, retired knowledge.visibility: internal, external case_knowledge.used_as: suggested, applied, resolution Enforcement: reject any value outside the list with INVALID_ENUM_VALUE.\n\nKnowledge Related Policies: When a new case is created and is asked to be investigated, then a knowledge base search should be performed. For all cases the entitlement for the product should be verified and should be actively running. If no relevant knowledge is found and case is being closed, a new knowledge article should be created to capture the findings and resolution steps. If a knowledge article is created, it should be linked to the case for future reference. When new case moves to work in progress appropriate SLA should be aligned to it. Used as for knowledge base to case: When the knowledge is found through automated search it should be linked as suggested. If the knowledge is found to be useful to resolve the case or is being created after case resolution it should have used as type to resolution in linking. In other cases if knowledge is linked it should as applied. If knowledge article is found then it should be used to assist in the next set of actions. For example, it might details regarding product configuration, troubleshooting steps, or best practices or team that should work on it.\n\nFree form text policies: (For texts like short description of cases, title of knowledge, escalation reason and content/body of knowledge) Character limits: 30\u2013120 chars Case Short Description: It can be something like: \"Product: \" + Product name + \", Issue: is not working as expected.\" KB title: Issue Resolution related to , step-by-step guide KB content/body: This kind of issues are tackled by Assignment Group: , Assigned to: . Steps to resolve the issue: , Suggested Priority: . Escalation reason: The case could not be completed on time/exceeds the time limit or has priority beyond the defined list of priorities."}, {"role": "user", "content": "Ryan Allen reviewed the case assigned to him regarding Palo Alto Networks PA-3220 and found that the applied knowledge article is retired. Republish this retired knowledge article and reconfirm the linkage to the case."}], "tools": [{"type": "function", "name": "find_user", "description": "Look up a user (portal customer, portal user or internal agent) by full name.", "parameters": {"type": "object", "properties": {"name": {"type": "string", "description": "Full name of user, e.g., 'Harry Middleton'."}}, "required": ["name"]}, "strict": false}, {"type": "function", "name": "get_cases_assigned_to", "description": "List cases filtered by assignment_group_id and/or assigned_to.", "parameters": {"type": "object", "properties": {"assignment_group_id": {"type": "integer", "description": "Filter by the assignment group responsible for the case."}, "assigned_to": {"type": "integer", "description": "Filter by the specific user ID the case is assigned to."}}}, "strict": false}, {"type": "function", "name": "retrieve_knowledge", "description": "Retrieve knowledge articles with full-text search on title/body and structured filters. All inputs are optional; not providing any filter will return all knowledge articles. A knowledge article is a documented piece of information that provides solutions, answers, or guidance on specific topics to help users resolve issues or learn about products and services.", "parameters": {"type": "object", "properties": {"search_text": {"type": "string", "description": "Full-text search across article title and body. Free form search."}, "knowledge_id": {"type": "integer", "description": "Filter by unique knowledge article ID."}, "kb_number": {"type": "string", "description": "Filter by knowledge base number."}, "title": {"type": "string", "description": "Filter by article title."}, "state": {"type": "string", "enum": ["draft", "published", "retired"], "description": "Filter by article lifecycle state."}, "visibility": {"type": "string", "enum": ["internal", "external"], "description": "Filter by article visibility. Internal for staff, external for customers/public."}, "product_id": {"type": "integer", "description": "Filter by related product ID."}, "owner_id": {"type": "integer", "description": "Filter by user ID of the article owner. User who authored the article."}, "created_before": {"type": "string", "description": "Retrieve articles created before this timestamp."}, "created_after": {"type": "string", "description": "Retrieve articles created after this timestamp."}, "limit": {"type": "integer", "description": "Limit the number of articles returned."}}}, "strict": false}, {"type": "function", "name": "find_case_knowledge_linkages", "description": "Find case-knowledge linkages (case_knowledge). Combination of case id and knowledge id is unique. All inputs are optional; not providing any filter will return all case_knowledge linkages. A case_knowledge linkage represents the association between a specific case and a knowledge article, indicating how the article was utilized in relation to the case, such as being suggested, applied, or used as a resolution.", "parameters": {"type": "object", "properties": {"case_kb_id": {"type": "integer", "description": "Unique identifier of the case_knowledge linkage."}, "case_id": {"type": "integer", "description": "Unique identifier of the case."}, "knowledge_id": {"type": "integer", "description": "Unique identifier of the knowledge article."}, "used_as": {"type": "string", "enum": ["suggested", "applied", "resolution"], "description": "Filter by usage context: suggested, applied, or resolution."}}}, "strict": false}, {"type": "function", "name": "update_knowledge", "description": "Update a knowledge article (partial updates allowed). A knowledge article is a documented piece of information that provides solutions, guidelines, or answers to common questions for customers or internal staff.", "parameters": {"type": "object", "properties": {"knowledge_id": {"type": "integer", "description": "Unique identifier of the knowledge article to update."}, "kb_number": {"type": "string", "description": "Knowledge base number (system-generated unique reference)."}, "title": {"type": "string", "description": "Update the title of the article.", "minLength": 1}, "state": {"type": "string", "enum": ["draft", "published", "retired"], "description": "Update the lifecycle state of the article."}, "visibility": {"type": "string", "enum": ["internal", "external"], "description": "Update the visibility of the article."}, "product_id": {"type": "integer", "description": "Update the related product ID."}, "owner_id": {"type": "integer", "description": "Update the user ID of the article owner/author."}}, "required": ["knowledge_id"]}, "strict": false}, {"type": "function", "name": "link_case_knowledge", "description": "Link a case to a knowledge article. A case_knowledge linkage associates a support case with a specific knowledge article, indicating how the article is relevant to the case.", "parameters": {"type": "object", "properties": {"case_id": {"type": "integer", "description": "Unique identifier of the case being linked."}, "knowledge_id": {"type": "integer", "description": "Unique identifier of the knowledge article to link."}, "used_as": {"type": "string", "enum": ["suggested", "applied", "resolution"], "description": "Purpose of the knowledge article in context of the case: suggested, applied, or used as resolution."}}, "required": ["case_id", "knowledge_id", "used_as"]}, "strict": false}]}} +{"task_id": "task_20251204_092557_093_ae7b45e2_24132aa0", "domain": "drive", "gym_servers": [{"name": "gym-google-drive-mcp", "seed_database_file": "Domain Wise DBs and Task-DB Mappings/drive/dbs/db_1763988076613_f5g41taxz.sql", "headers": {"x-auth-token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJzdWIiOiIwMUpCUU0zSzhUR0haWDlSTlZRTTVZMlA3VyIsImVtYWlsIjoiam9obi5zbWl0aEBjb21wYW55LmNvbSIsIm5hbWUiOiJKb2huIFNtaXRoIiwiaWF0IjoxNzA1MzI0NjAwLCJleHAiOjE3MzY4NjA2MDB9.8K2vQx9mN7pL3sR6tY1uI4oP5aE8wC2bV9nM6xZ3kS"}}], "tool_servers": {"create_comments": "gym-google-drive-mcp", "list_permission": "gym-google-drive-mcp", "update_permission": "gym-google-drive-mcp", "list_files": "gym-google-drive-mcp"}, "verifiers": [{"verifier_type": "database_state", "name": "Verify Technical Spec File Exists", "description": "Confirms Technical Spec.pdf exists in Engineering Projects drive (SHOULD PASS)", "gym_name": "gym-google-drive-mcp", "validation_config": {"query": "SELECT COUNT(*) AS cnt FROM files WHERE name = 'Technical Spec.pdf' AND drive_id = '01JBQM3K8TGHZX9RNVQM5Y2P8B' AND trashed = false;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Verify Alex Rodriguez Permission Updated to Writer", "description": "Confirms Alex Rodriguez permission was upgraded from commenter to writer", "gym_name": "gym-google-drive-mcp", "validation_config": {"query": "SELECT COUNT(*) AS cnt FROM permissions WHERE file_id = '01JBQM3K8TGHZX9RNVQM5Y2P8R' AND user_id = '01JBQM3K8TGHZX9RNVQM5Y2P80' AND role = 'writer' AND deleted = false;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Verify Sarah Johnson Permission Updated to Writer", "description": "Confirms Sarah Johnson permission was upgraded from commenter to writer on Employee Handbook", "gym_name": "gym-google-drive-mcp", "validation_config": {"query": "SELECT COUNT(*) AS cnt FROM permissions WHERE file_id = '01JBQM3K8TGHZX9RNVQM5Y2P8T' AND user_id = '01JBQM3K8TGHZX9RNVQM5Y2P7X' AND role = 'writer' AND deleted = false;", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Verify Audit Comments Added", "description": "Confirms audit trail comments were created on both files", "gym_name": "gym-google-drive-mcp", "validation_config": {"query": "SELECT COUNT(*) AS cnt FROM comments WHERE deleted = false;", "expected_value": 1, "comparison_type": "greater_than"}}], "responses_create_params": {"input": [{"role": "system", "content": "You are a helpful Drive assistant with access to all available tools. Operate in a safe and fully authorized environment\u2014you do not need to ask for confirmation or permission before taking action. When identifiers such as names or IDs are missing, perform exactly one lookup per entity type, verify that you are reusing correct values from previous responses, and proceed using the retrieved data. Never assume or fabricate IDs, responses, or outcomes\u2014rely solely on verified API results. Complete each task in a single, logical, and efficient execution flow."}, {"role": "user", "content": "Please upgrade Alex Rodriguez's access on the Technical Spec file in Engineering Projects from commenter to writer, as he is now leading the technical implementation phase. After making this change, add a comment stating that Alex was promoted to writer today, mentioning the reason and that it was approved by John Smith."}], "tools": [{"type": "function", "name": "create_comments", "description": "Creates a new comment on a Google Drive file. Adds a comment with specified content and optional anchor to a specific location in the document. Essential for file collaboration and feedback workflows.", "parameters": {"type": "object", "properties": {"fileId": {"type": "string", "description": "The ID of the file to comment on (required)", "minLength": 1, "examples": ["1BxiMVs0XRA5nFMdKvBdBZjgmUUqptlbs74OgvE2upms", "1mGSuea-bkBcvWaakJdZnjGpVN3rUw1cBG7XWLXj9M8s"]}, "content": {"type": "string", "description": "The plain text content of the comment (required)", "minLength": 1, "maxLength": 8192, "examples": ["Please review this section", "Great work on this document!", "Could you clarify this point?"]}, "anchor": {"type": "string", "description": "A region of the document represented as a JSON string (optional). For anchored comments on supported file types.", "examples": ["{\"r\":\"kix.abc123\"}", "{\"line\": {\"startLineNumber\": 5, \"endLineNumber\": 7}}"]}}, "required": ["fileId", "content"], "additionalProperties": false}, "strict": false}, {"type": "function", "name": "list_permission", "description": "Lists the permissions for a file or shared drive. Returns all users, groups, and domains that have access to the file, along with their permission levels.", "parameters": {"type": "object", "properties": {"fileId": {"type": "string", "description": "The ID of the file or shared drive to list permissions for (required)", "minLength": 1, "examples": ["1BxiMVs0XRA5nFMdKvBdBZjgmUUqptlbs74OgvE2upms", "1mGSuea-bkBcvWaakJdZnjGpVN3rUw1cBG7XWLXj9M8s"]}, "includePermissionsForView": {"type": "string", "description": "Specifies which additional view's permissions to include. Only 'published' is supported (optional)", "enum": ["published"], "examples": ["published"]}, "pageSize": {"type": "integer", "description": "The maximum number of permissions to return per page. When not set for files in a shared drive, at most 100 results will be returned. When not set for files that are not in a shared drive, the entire list will be returned (optional, max: 100)", "minimum": 1, "maximum": 100, "examples": [10, 25, 50, 100]}, "pageToken": {"type": "string", "description": "The token for continuing a previous list request on the next page. This should be set to the value of nextPageToken from the previous response (optional)", "examples": ["CAISBggBEAEYAg", "CAISBggBEAIYAw"]}, "supportsAllDrives": {"type": "boolean", "description": "Whether the requesting application supports both My Drives and shared drives (optional, default: false)", "default": false}, "useDomainAdminAccess": {"type": "boolean", "description": "Issue the request as a domain administrator. If set to true, and if the following additional conditions are met, the requester is granted access: The file ID parameter refers to a shared drive. The requester is an administrator of the domain to which the shared drive belongs (optional, default: false)", "default": false}}, "required": ["fileId"], "additionalProperties": false}, "strict": false}, {"type": "function", "name": "update_permission", "description": "Updates an existing permission for a file or shared drive. Modifies the role or other settings for an existing permission holder.", "parameters": {"type": "object", "properties": {"fileId": {"type": "string", "description": "The ID of the file or shared drive containing the permission (required)", "minLength": 1, "examples": ["1BxiMVs0XRA5nFMdKvBdBZjgmUUqptlbs74OgvE2upms", "1mGSuea-bkBcvWaakJdZnjGpVN3rUw1cBG7XWLXj9M8s"]}, "permissionId": {"type": "string", "description": "The ID of the permission to update (required)", "minLength": 1, "examples": ["anyoneWithLink", "0123456789abcdef", "user:alice@example.com"]}, "role": {"type": "string", "description": "The role granted by this permission (optional, if updating). According to API docs, only 'role' is writable in the request body. Expiration can be removed using the 'removeExpiration' query parameter.", "enum": ["owner", "organizer", "fileOrganizer", "writer", "commenter", "reader"], "examples": ["reader", "writer", "commenter"]}, "supportsAllDrives": {"type": "boolean", "description": "Whether the requesting application supports both My Drives and shared drives (optional, default: false)", "default": false}, "transferOwnership": {"type": "boolean", "description": "Whether to transfer ownership to the specified user and downgrade the current owner to a writer (optional, default: false)", "default": false}, "useDomainAdminAccess": {"type": "boolean", "description": "Issue the request as a domain administrator (optional, default: false)", "default": false}, "removeExpiration": {"type": "boolean", "description": "Whether to remove the expiration date (optional, default: false)", "default": false}, "enforceExpansiveAccess": {"type": "boolean", "description": "Whether the request should enforce expansive access rules (optional, default: false)", "default": false}}, "required": ["fileId", "permissionId"], "additionalProperties": false}, "strict": false}, {"type": "function", "name": "list_files", "description": "Lists the user's files with comprehensive filtering, pagination, and search capabilities. Supports filtering by corpora (user, domain, drive, allDrives), search queries, ordering, and pagination. Essential for retrieving file listings, searching files, implementing file browsers, and managing file collections. Use this to get file lists, search for specific files, browse user's Drive contents, or implement paginated file navigation.", "parameters": {"type": "object", "properties": {"corpora": {"type": "string", "description": "Bodies of items (files or documents) to which the query applies. Supported values: 'user', 'domain', 'drive', 'allDrives'. Default: 'user'", "examples": ["user", "domain", "drive", "allDrives"]}, "driveId": {"type": "string", "description": "ID of the shared drive to search (optional)", "examples": ["0AOp1234567890abcdef", "1BxiMVs0XRA5nFMdKvBdBZjgmUUqptlbs74OgvE2upms"]}, "includeItemsFromAllDrives": {"type": "boolean", "description": "Whether both My Drive and shared drive items should be included in results (optional, default: false)"}, "orderBy": {"type": "string", "description": "A comma-separated list of sort keys. Valid keys: 'createdTime', 'folder', 'modifiedByMeTime', 'modifiedTime', 'name', 'name_natural', 'quotaBytesUsed', 'recency', 'sharedWithMeTime', 'starred', 'viewedByMeTime'. Add 'desc' for descending order (optional)", "examples": ["modifiedTime desc,name", "createdTime", "name asc", "starred desc,viewedByMeTime"]}, "pageSize": {"type": "integer", "description": "The maximum number of files to return per page (optional, default: 100, max: 1000)", "minimum": 1, "maximum": 1000, "examples": [10, 50, 100, 200]}, "pageToken": {"type": "string", "description": "The token for continuing a previous list request on the next page (optional)", "examples": ["100", "200", "300"]}, "q": {"type": "string", "description": "A query for filtering the file results. Supports searching by file name, MIME type, and properties (optional)", "examples": ["name contains 'document'", "mimeType = 'application/pdf'", "starred = true", "trashed = false", "modifiedTime > '2024-01-01T00:00:00Z'"]}, "spaces": {"type": "string", "description": "A comma-separated list of spaces to query within the corpora. Supported values: 'drive', 'appDataFolder' (optional, default: 'drive,appDataFolder')", "examples": ["drive", "appDataFolder", "drive,appDataFolder"]}, "supportsAllDrives": {"type": "boolean", "description": "Whether the requesting application supports both My Drives and shared drives (optional, default: true)"}, "trashed": {"type": "boolean", "description": "Whether to include trashed files in the results. If not specified, includes both trashed and non-trashed files (optional)", "examples": [true, false]}}, "additionalProperties": false}, "strict": false}]}} +{"task_id": "task_20251204_142744_756_e5bf1251_9501fccb", "domain": "email", "gym_servers": [{"name": "gym-email-mcp", "seed_database_file": "Domain Wise DBs and Task-DB Mappings/email/dbs/db_1763188937209_paq12p3yu.sql", "headers": {"x-email-user-token": "tok_carol_2025_z1x2c3v4b5n6m7l8k9j0h1g2f3d4s5a6", "x-user-id": "user_003", "x-primary-email": "carol@university.edu"}}], "tool_servers": {"delete_draft": "gym-email-mcp", "list_drafts": "gym-email-mcp", "email_delete_delegate": "gym-email-mcp", "email_list_delegates": "gym-email-mcp"}, "verifiers": [{"verifier_type": "database_state", "name": "Confirm Rejected Delegate Removed", "description": "Confirm Rejected Delegate Removed", "gym_name": "gym-email-mcp", "validation_config": {"query": "SELECT COUNT(*) AS cnt\nFROM delegates d\nJOIN users u ON u.id = d.user_id\nWHERE u.primary_email = 'carol@university.edu'\n AND d.delegate_email = 'postdoc.fellow@university.edu';", "expected_value": 0, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Draft should not be there", "description": "Draft should not be there", "gym_name": "gym-email-mcp", "validation_config": {"query": "SELECT COUNT(*) AS cnt\nFROM drafts d\nJOIN messages m ON m.id = d.message_id\nJOIN users u ON u.id = m.user_id\nWHERE u.primary_email = 'carol@university.edu';", "expected_value": 0, "comparison_type": "equals"}}], "responses_create_params": {"input": [{"role": "system", "content": "You are a helpful Email assistant with access to all available tools. Operate in a safe and fully authorized environment\u2014you do not need to ask for confirmation or permission before taking action. When identifiers such as names or IDs are missing, perform exactly one lookup per entity type, verify that you are reusing correct values from previous responses, and proceed using the retrieved data. Never assume or fabricate IDs, responses, or outcomes\u2014rely solely on verified API results. Complete each task in a single, logical, and efficient execution flow."}, {"role": "user", "content": "I need to audit who has access to my mailbox and organize my drafts.\nFirst, show me everyone who currently has delegate access to my email account. I want to see all delegates regardless of their status - accepted, pending, or rejected.\nThen I need to clean up my delegate list. I have someone with \"rejected\" status that I want to completely remove from my delegates list since they shouldn't appear there anymore. Find the delegate with rejected status and delete them.\nAfter that, I want to check if any draft messages are present and delete them if any are."}], "tools": [{"type": "function", "name": "delete_draft", "description": "Immediately and permanently deletes the specified draft", "parameters": {"type": "object", "properties": {"id": {"type": "string", "description": "The ID of the draft to delete"}, "userId": {"type": "string", "description": "Specifies the userId by email address or uses me to refer to the currently authenticated user.", "pattern": "^(?:me|[A-Za-z0-9._%+-]+@[A-Za-z0-9.-]+\\.[A-Za-z]{2,})$"}}, "required": ["id"]}, "strict": false}, {"type": "function", "name": "list_drafts", "description": "Lists the drafts in the user's mailbox", "parameters": {"type": "object", "properties": {"maxResults": {"type": "integer", "description": "Maximum number of drafts to return (default: 100, max: 500)", "minimum": 1, "maximum": 500, "default": 100}, "userId": {"type": "string", "description": "Specifies the userId by email address or uses me to refer to the currently authenticated user.", "pattern": "^(?:me|[A-Za-z0-9._%+-]+@[A-Za-z0-9.-]+\\.[A-Za-z]{2,})$"}, "pageToken": {"type": "string", "description": "Page token to retrieve a specific page of results"}, "q": {"type": "string", "description": "Only return draft messages matching the specified query"}, "includeSpamTrash": {"type": "boolean", "description": "Include drafts from SPAM and TRASH in the results", "default": false}}, "required": []}, "strict": false}, {"type": "function", "name": "email_delete_delegate", "description": "Removes the specified delegate (which can be of any verification status), and revokes any verification that may have been required for using it.", "parameters": {"type": "object", "properties": {"userId": {"type": "string", "description": "User's email address. The special value \"me\" can be used to indicate the authenticated user."}, "delegateEmail": {"type": "string", "description": "The email address of the delegate."}}, "required": ["userId", "delegateEmail"]}, "strict": false}, {"type": "function", "name": "email_list_delegates", "description": "Lists the delegates for the specified account. Returns delegates with any verification status.", "parameters": {"type": "object", "properties": {"userId": {"type": "string", "description": "User's email address. The special value \"me\" can be used to indicate the authenticated user."}}, "required": ["userId"]}, "strict": false}]}} +{"task_id": "task_20260113_141542_776_911d75d7_78be6b0f", "domain": "hybrid", "gym_servers": [{"name": "gym-calendar", "seed_database_file": "Domain Wise DBs and Task-DB Mappings/hybrid/dbs/db_1765386439582_vm0389iwq.sql", "headers": {"x-access-token": "tok_03d6a775751bc98e50688b747633c89807b8428ab31e814d"}}, {"name": "sn-csm-server", "seed_database_file": "Domain Wise DBs and Task-DB Mappings/hybrid/dbs/db_1765826170153_yh400aejr.sql", "headers": {"x-user-email": "joanne.simpson@servicenow.com"}}], "tool_servers": {"create_calendar": "gym-calendar", "find_user": "sn-csm-server", "find_account": "sn-csm-server", "find_location": "sn-csm-server", "find_user_group": "sn-csm-server", "retrieve_knowledge": "sn-csm-server", "add_new_user": "sn-csm-server", "add_new_group_member": "sn-csm-server"}, "verifiers": [{"verifier_type": "database_state", "name": "User account created", "description": "Verify manager user is created at Sydney location", "gym_name": "sn-csm-server", "validation_config": {"query": "SELECT COUNT(*) FROM user WHERE email = 'stephanie.brown@servicenow.com' AND role = 'manager' AND location_id = '15';", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Calendar created", "description": "Verify secondary calendar exists", "gym_name": "gym-calendar", "validation_config": {"query": "SELECT COUNT(*) FROM calendars WHERE summary = 'Stephanie - Team Leads';", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "Group membership added", "description": "Verify user added to Account Management group", "gym_name": "sn-csm-server", "validation_config": {"query": "SELECT COUNT(*) FROM user_group_member WHERE user_id = (SELECT user_id FROM user WHERE email = 'stephanie.brown@servicenow.com' LIMIT 1) AND group_id = 7;", "expected_value": 1, "comparison_type": "equals"}}], "responses_create_params": {"input": [{"role": "system", "content": "You are an integrated automation agent for a hybrid environment managing both Google Calendar and ServiceNow Customer Service Management (CSM). You have full administrative permissions to manage users, cases, products, calendars, and meetings in a safe and authorized capacity. Do not ask for confirmation before taking action."}, {"role": "user", "content": "Stephanie Brown is starting in the Sydney office as the new support lead. Create her ServiceNow user account with the manager role and associate it with the User 15 \u2013 Sydney location. Create a secondary Google Calendar named \u201cStephanie \u2013 Team Leads\u201d. Add her to the Account Management group. Finally, locate and retrieve the \u201creadiness and drills\u201d onboarding knowledge article for her next steps."}], "tools": [{"type": "function", "name": "create_calendar", "description": "Create a new secondary calendar.\n\n Creates a new calendar following Google Calendar API v3 structure. This endpoint\n strictly creates a secondary calendar. It does not create or promote a primary calendar.\n The user must already exist; otherwise a 404 is returned.\n\n Request Body Requirements:\n - summary: Required. Calendar title (1-255 characters)\n - description: Optional. Calendar description (max 1000 characters)\n - location: Optional. Geographic location (max 500 characters)\n - timeZone: Optional. Calendar timezone in IANA format (default: UTC)\n - conferenceProperties: Optional. Conference solution settings\n\n Notes:\n - This operation cannot create a primary calendar. Use account provisioning or separate tooling to ensure a primary exists.\n\n Response Structure:\n - Returns the created calendar with Google Calendar API v3 format:\n * kind: \"calendar#calendar\"\n * etag: ETag of the resource\n * id: Unique calendar identifier (UUID)\n * summary: Calendar title\n * description: Calendar description (if provided)\n * location: Calendar location (if provided)\n * timeZone: Calendar timezone\n * conferenceProperties: Conference settings (if provided)\n\n Status Codes:\n - 201: Created - Calendar created successfully\n - 400: Bad Request - Invalid calendar data\n - 404: Not Found - User not found\n - 500: Internal Server Error", "parameters": {"type": "object", "properties": {"summary": {"type": "string", "description": "Calendar title (1-255 characters)", "minLength": 1, "maxLength": 255}, "description": {"type": "string", "description": "Calendar description (max 1000 characters)", "maxLength": 1000}, "location": {"type": "string", "description": "Geographic location (max 500 characters)", "maxLength": 500}, "timeZone": {"type": "string", "description": "Calendar timezone in IANA format (default: UTC)", "default": "UTC"}, "conferenceProperties": {"type": "object", "description": "Conference solution settings", "properties": {"allowedConferenceSolutionTypes": {"type": "array", "items": {"type": "string", "enum": ["eventHangout", "eventNamedHangout", "hangoutsMeet"]}, "description": "Allowed conference solution types"}}}}, "required": ["summary"]}, "strict": false}, {"type": "function", "name": "find_user", "description": "Look up a user (portal customer, portal user or internal agent) by full name.", "parameters": {"type": "object", "properties": {"name": {"type": "string", "description": "Full name of user, e.g., 'Harry Middleton'."}}, "required": ["name"]}, "strict": false}, {"type": "function", "name": "find_account", "description": "Retrieve an account by its exact name. Account is a company or organization that has a relationship with the business.", "parameters": {"type": "object", "properties": {"name": {"type": "string", "description": "Exact account name, e.g., 'Wood and Sons'.", "minLength": 1}}, "required": ["name"]}, "strict": false}, {"type": "function", "name": "find_location", "description": "Look up a location (site/campus) by exact given name for it. Location represents a physical site or campus or user's location where services or products are installed or the user resides.", "parameters": {"type": "object", "properties": {"name": {"type": "string", "description": "Given Location name", "minLength": 1}}, "required": ["name"]}, "strict": false}, {"type": "function", "name": "find_user_group", "description": "Retrieve a user group by exact name. User Group represents a collection of users grouped together for assignment or organizational purposes.", "parameters": {"type": "object", "properties": {"name": {"type": "string", "description": "Exact name of the user group (unique).", "minLength": 1}}, "required": ["name"]}, "strict": false}, {"type": "function", "name": "retrieve_knowledge", "description": "Retrieve knowledge articles with full-text search on title/body and structured filters. All inputs are optional; not providing any filter will return all knowledge articles. A knowledge article is a documented piece of information that provides solutions, answers, or guidance on specific topics to help users resolve issues or learn about products and services.", "parameters": {"type": "object", "properties": {"search_text": {"type": "string", "description": "Full-text search across article title and body. Free form search."}, "knowledge_id": {"type": "integer", "description": "Filter by unique knowledge article ID."}, "kb_number": {"type": "string", "description": "Filter by knowledge base number."}, "title": {"type": "string", "description": "Filter by article title."}, "state": {"type": "string", "enum": ["draft", "published", "retired"], "description": "Filter by article lifecycle state."}, "visibility": {"type": "string", "enum": ["internal", "external"], "description": "Filter by article visibility. Internal for staff, external for customers/public."}, "product_id": {"type": "integer", "description": "Filter by related product ID."}, "owner_id": {"type": "integer", "description": "Filter by user ID of the article owner. User who authored the article."}, "created_before": {"type": "string", "description": "Retrieve articles created before this timestamp."}, "created_after": {"type": "string", "description": "Retrieve articles created after this timestamp."}, "limit": {"type": "integer", "description": "Limit the number of articles returned."}}}, "strict": false}, {"type": "function", "name": "add_new_user", "description": "Create a new user record. A user represents an individual who interacts with the system, such as support agents, managers, or customers.", "parameters": {"type": "object", "properties": {"first_name": {"type": "string", "description": "User's first name.", "minLength": 1}, "last_name": {"type": "string", "description": "User's last name.", "minLength": 1}, "email": {"type": "string", "description": "Unique email address of the user.", "minLength": 1}, "phone": {"type": "string", "description": "Contact phone number of the user."}, "role": {"type": "string", "enum": ["admin", "agent", "manager", "customer"], "description": "User role within the system."}, "location_id": {"type": "integer", "description": "Associated location identifier. Optional. Location where user resides/works."}, "active": {"type": "boolean", "description": "Whether the user is active (true) or inactive (false)."}}, "required": ["first_name", "last_name", "email", "role", "active"]}, "strict": false}, {"type": "function", "name": "add_new_group_member", "description": "Add a user to a group. Combination of group_id and user_id should be unique.", "parameters": {"type": "object", "properties": {"group_id": {"type": "integer", "description": "Identifier of the group the user will be added to."}, "user_id": {"type": "integer", "description": "Identifier of the user being added to the group."}}, "required": ["group_id", "user_id"]}, "strict": false}]}} +{"task_id": "task_20251218_063226_501_97d7df7d_8fd400d1", "domain": "itsm", "gym_servers": [{"name": "gym-itsm-mcp", "seed_database_file": "Domain Wise DBs and Task-DB Mappings/itsm/dbs/db_1765301900121_3mwjj54xy.sql", "headers": {"x-itsm-user-token": "admin_token_marcus_2024_secure"}}], "tool_servers": {"get_user": "gym-itsm-mcp", "list_user_groups": "gym-itsm-mcp", "get_incidents_assigned_to": "gym-itsm-mcp", "send_notification": "gym-itsm-mcp"}, "verifiers": [{"verifier_type": "database_state", "name": "verify_printer_priority_alert_sent", "description": "Alert sent for printer incident", "gym_name": "gym-itsm-mcp", "validation_config": {"query": "SELECT COUNT(*) FROM notification WHERE incident_id = 'INC_003' AND email = 'carlos.rodriguez@techcorp.com' AND type = 'alert' AND subject = 'Priority Escalation for Aging Incidents' AND LOWER(message) LIKE '%escalated%' AND LOWER(message) LIKE '%unresolved%' AND LOWER(message) LIKE '%printer connectivity%' AND LOWER(message) LIKE '%ahead of other tasks%' AND LOWER(message) LIKE '%quick%' AND LOWER(message) LIKE '%top%' AND LOWER(message) LIKE '%priority%' AND LOWER(message) LIKE '%possible%' AND LOWER(message) LIKE '%19%'", "expected_value": 1, "comparison_type": "equals"}}, {"verifier_type": "database_state", "name": "verify_network_priority_alert_sent", "description": "Alert sent for network incident", "gym_name": "gym-itsm-mcp", "validation_config": {"query": "SELECT COUNT(*) FROM notification WHERE incident_id = 'INC_004' AND email = 'elena.petrov@techcorp.com' AND type = 'alert' AND subject = 'Priority Escalation for Aging Incidents' AND LOWER(message) LIKE '%escalated%' AND LOWER(message) LIKE '%unresolved%' AND LOWER(message) LIKE '%network connectivity%' AND LOWER(message) LIKE '%ahead of other tasks%' AND LOWER(message) LIKE '%quick%' AND LOWER(message) LIKE '%top%' AND LOWER(message) LIKE '%priority%' AND LOWER(message) LIKE '%possible%' AND LOWER(message) LIKE '%18%'", "expected_value": 1, "comparison_type": "equals"}}], "responses_create_params": {"input": [{"role": "system", "content": "# **ITSM Assistant Policy**\n**Role:** ITSM Assistant (IT Service Management)\n**Mandate:** Ensure the efficient, secure, and controlled delivery of IT services by managing the full lifecycle of Incidents, Service Requests, Changes, Problems, and Configuration Items (CIs) in strict accordance with defined policies and best practices.\nFirst you must check the user information and operate exclusively based on **confirmed user roles**, **verified record relationships**, and **ITIL/database integrity rules**. You are strictly prohibited from assuming data, executing ambiguous commands, bypassing mandatory approvals, or violating audit and compliance requirements.\n---\n## **1. General Operational Instructions and Constraints**\n* **Policy Violation:** If a user request violates any rule herein, you **must halt the operation** and provide the specific policy reason before pausing.\n* **Atomic Operations:** Perform **one validated operation at a time**, except when using approved batch endpoints. Do not allow a request to proceed if it requires data that is missing or the current record state prevents the action.\n* **Knowledge Scope:** Do not disclose information that is outside the authenticated user's access scope.\n* **User Clarification:** Do not ask for further information. If the request is ambiguous, return the list and state the ambiguity. If a mandatory field is missing, state which field is required.\n* **Mandatory Fields:** Any request to create or update a record must validate all mandatory fields.\n* You do not need to ask for confirmation or permission before taking action.\n* When identifiers such as names or IDs are missing, perform lookups, verify that you are reusing correct values from previous responses, and proceed using the retrieved data.\n* Never assume or fabricate IDs, responses, or outcomes \u2014 rely solely on verified API results. The same is the case of optional or default arguments.\n* Complete each task in a logical, and efficient execution flow.\n---\n## **2. Roles & Responsibilities and Access Scope**\n*(Roles renamed and permissions corrected to align with DB/Tool data: `ITIL Agent` \u2192 `Agent`, `End User` \u2192 `Reporter`. Permissions for `Agent` and `Manager` corrected.)*\nAccess rights are defined by roles and grant granular control across tables.\n| Role (DB ID) | Primary Responsibility | Core Capabilities | Critical Restrictions |\n| :--- | :--- | :--- | :--- |\n| **Administrator** (`admin`) | System Configuration & Integrity | Full CRUD (Create, Read, Update, Delete) access across all tables. |\n| **Manager** (`manager`) | Supervision, Escalation, Approvals | Full CRUD on operational tables (`incident`, `problem`, `change`, `knowledge`); READ access to all the tables. Can **reassign** incidents/requests. Can **approve/reject** Change Requests. Monitors SLAs and escalations. |\n| **Agent** (`agent`) | Frontline Incident/Request fulfillment | **Full CRUD** on **Incidents, Service Requests, Tasks, Work Notes, CMDB, Change, Problem, and Knowledge**. READ access to all the tables. Can update assignment, state, and resolution. | Cannot bypass approvals, or change system administration settings. |\n| **Reporter** (`reporter`) | IT Service Consumption | Can view and update **their own submitted Incidents/Requests**. Can search **Public Knowledge** articles. | Cannot view or modify records opened by other users, CMDB, or internal work notes. |\n---\n## **3. Core Operations: Incident Management**\n### **3.1. Incident Registration**\n* **Creation:** To log any issue/interrupted service, create an **Incident** record(create_incident).\n* **Mandatory Inputs:** `opened_by` (user submitting), `caller_id` (user affected), `short_description`, `impact`, and `urgency`.\n* **Priority Calculation:** Priority (`critical`, `high`, `moderate`, `low`, `planning`) is determined automatically by the system based on a below pre-defined matrix of **Impact x Urgency**.\n| Impact | Urgency | Priority |\n| --- | --- | --- |\n| low | low | planning |\n| low | medium | low |\n| low | high | moderate |\n| medium | low | low |\n| medium | medium | moderate |\n| medium | high | high |\n| high | low | moderate |\n| high | medium | high |\n| high | high | critical |\n* **Default Status:** All new Incidents are set to `status = new`.\n### **3.2. Incident Assignment**\n* **Constraints:** `assigned_to` must be an **active** user with the `Agent` or `Manager` role and must be a member of the specified `assignment_group`.\n### **3.3. Incident Lifecycle and Closure**\n* **Valid Status Transitions:**\n* `new` \u2192 `in_progress` / `on_hold` / `resolved`\n* `in_progress` \u2192 `on_hold` / `resolved`\n* `on_hold` \u2192 `in_progress` (Must log `on_hold_reason` before transition)\n* `resolved` \u2192 `closed` / 'in_progress'\n* **Resolution Requirement:** An Incident cannot transition to `resolved` without mandatory fields: `resolution_code`, and `resolution_notes` (free-form text, max 2000 chars).\n* **Closure Policy:** The incidents that are in `resolved` status will transition to `closed` after 72 hours.\n---\n## **4. Core Operations: Change and Problem Management**\n### **4.1. Change Management**\n* **Creation:** All changes must originate from a **Change Request** record.\n* **Default Status:** All new Changes are set to `status = new`.\n* **Change Types (Enumeration):** `standard` (pre-approved, low risk), `normal` (requires planning/approval), `emergency` (requires immediate CAB approval override).\n### **4.2. Problem Management**\n* **Trigger:** A Problem must be created (`create_problem`) when a recurring incident pattern or a major incident is identified.\n* **Linking:** The Problem record **must** link all affected Incidents via the `incident_to_problem` related list.\n* **Default Status:** All new Problems are set to `status = new`.\n* **Workaround:** If workaround/temporary solution found, update workaround field and set status=`fix_in_progress`. The `workaround_notes` **must** be published to the linked Incidents and relevant Knowledge Articles.\n* **Final Status:** A Problem transitions to `closed` only after the permanent fix has been successfully implemented via a linked `normal` or `emergency` Change Request.\n* **Priority Calculation:** Priority (`critical`, `high`, `moderate`, `low`, `planning`) is determined automatically by the system based on a below pre-defined matrix of **Impact x Urgency**.\n| Impact | Urgency | Priority |\n| --- | --- | --- |\n| low | low | planning |\n| low | medium | low |\n| low | high | moderate |\n| medium | low | low |\n| medium | medium | moderate |\n| medium | high | high |\n| high | low | moderate |\n| high | medium | high |\n| high | high | critical |\n---\n## **5. Configuration and Service Management (CMDB)**\n### **5.1. Configuration Item (CI) Integrity**\n* **Table:** All IT assets must be recorded in the `configuration_item` table.\n* **CI Status:** Only CIs with `status = in_use` or `status = maintenance` can be linked to active Incidents. Do not link CIs in `status = retired` or `status = disposed`.\n* **CI Owner:** All CIs must have a recorded `owner_id`.\n---\n## **6. Service Level Management (SLA)**\n* **SLA Application:** SLAs are automatically aligned based on `priority` linked to the incident.\n* **Metric:** Metrics tracked are limited to `target_mins`.\n* **SLA Pause:** The SLA timer **must** be paused (`stage = paused`) when the Incident is in `stage = on_hold` and the `on_hold_reason` is one of the following enumerations: `Awaiting Change`, `Awaiting Caller`, or `Awaiting Problem`.\n* **Breach:** If the SLA exceeds its duration (`stage = breached`), the `escalation` flag on the Incident **must** be set to true, and an automatic notification sent to the `Manager`.\n---\n## **7. Knowledge Management**\n* **Article Status:** Only articles in `knowledge.state = published` are searchable by the `Reporter` role.\n* **Search Policy:** When an Incident is created, a search for relevant knowledge must be performed, and matching articles linked as `used_as = suggested`.\n* **Use Tracking:** All knowledge links must track `used_as` type: `suggested`, `applied`, or `resolution`.\n---\n## **8. Validation, Error Handling, and Logging**\n### **8.1. Data Integrity Checks**\n* **User Status:** Ensure any user being assigned to (`assigned_to`) or updated is `users.active = true`.\n* **Referential Integrity:** Before closing any record, verify that all mandatory dependencies are satisfied.\n* **Time Tracking:** All work logs must include the timestamp (`created_on`) and the `user_id` performing the action.\n### **8.2. Error Handling**\n* **403 Forbidden:** Permission denied (user role lacks authority for the operation).\n* **409 Conflict:** Record locking or state conflict.\n* **Rate Limiting:** If exceeded, pause and retry using **Exponential Backoff**.\n---\n## **9. Predefined Lists (Enumerations)**\n| Table.Field | Allowed Values |\n| :--- | :--- |\n| **users.role** | `admin`, `manager`, `agent`, `reporter` |\n| **incident.priority** | `critical`, `high`, `moderate`, `low`, `planning` |\n| **incident.impact** | `high`, `medium`, `low` |\n| **incident.urgency** | `high`, `medium`, `low` |\n| **incident.status** | `new`, `in_progress`, `on_hold`, `resolved`, `closed` |\n| **incident.on_hold_reason** | `Awaiting Change`, `Awaiting Caller`, `Awaiting Problem` |\n| **incident.resolution_code** | `fixed`, `workaround`, `not_reproducible`, `closed_by_caller` |\n| **change_request.type** | `standard`, `normal`, `emergency` |\n| **change_request.status** | `new`, `assess`, `authorize`, `scheduled`, `implement`, `review`, `closed`, `canceled` |\n| **configuration_item.status** | `in_use`, `in_stock`, `maintenance`, `retired`, `disposed` |\n| **kb_knowledge.state** | `draft`, `review`, `published`, `retired` |\n| **incident_sla.stage** | `in_progress`, `paused`, `completed`, `cancelled`, `breached` |"}, {"role": "user", "content": "Please review all currently open incidents assigned to the group named Level 1 Support Team that were opened before 20 February 2024 and treat them as requiring the same level of attention as top-priority work. Send alerts to the users currently assigned to these incidents using the subject Priority Escalation for Aging Incidents, and make it clear in the message that the incident has been escalated as top-priority work due to how long it has remained unresolved, briefly reminding the assignee what the case is about by referencing its incident summary and also stating the date in which this incident was created, and emphasizing that this work should now be handled ahead of other tasks and driven to resolution as quickly as possible."}], "tools": [{"type": "function", "name": "get_user", "description": "Retrieve a user by their user ID.\n \n Use this tool to find a specific user using their unique user_id identifier.\n \n Authentication Requirements:\n - x-itsm-user-token: Optional user authentication token. Validates the requester's identity.\n - API returns 401 Unauthorized if provided token is invalid.\n \n Parameters:\n - user_id (required): User's unique identifier (format: USER_001, USER_002, etc.)\n \n Returns a single user object if found, or an error if the user doesn't exist.", "parameters": {"type": "object", "properties": {"user_id": {"type": "string", "description": "User's unique identifier (String, max 32 characters)"}}, "required": ["user_id"]}, "strict": false}, {"type": "function", "name": "list_user_groups", "description": "List user groups with optional filters. Returns all user groups or filtered results based on provided criteria. Requires x-itsm-user-token for authentication requirements. Returns 401 Unauthorized if token is invalid or missing. Response includes sys_* audit fields.", "parameters": {"type": "object", "properties": {"group_id": {"type": "string", "description": "Filter by group ID (exact match)", "default": ""}, "name": {"type": "string", "description": "Filter by group name (partial match)", "default": ""}, "active": {"type": "boolean", "description": "Filter by active status"}, "type": {"type": "string", "description": "Filter by group type", "enum": ["IT Support", "Service Desk", "Field Support Technicians", "Infrastructure Problem Team"]}, "created_after": {"type": "string", "description": "Filter groups created after this date (ISO 8601 format)", "default": ""}, "created_before": {"type": "string", "description": "Filter groups created before this date (ISO 8601 format)", "default": ""}}, "additionalProperties": false}, "strict": false}, {"type": "function", "name": "get_incidents_assigned_to", "description": "Find incidents that are assigned to a particular group or to a user.\n \n Use this tool to retrieve incidents assigned to a specific user or group.\n \n Note: This tool requires incident CRUD permissions. Reporter roles do not have access\n to this tool, and agent roles must have write permissions to incidents.\n \n Parameters:\n - assignment_group (optional): Group ID to filter by\n - assigned_to (optional): User ID to filter by\n \n Returns a list of incident objects assigned to the specified group or user.", "parameters": {"type": "object", "properties": {"assignment_group": {"type": ["string", "null"], "description": "Group ID to filter incidents by"}, "assigned_to": {"type": ["string", "null"], "description": "User ID to filter incidents by"}}, "required": []}, "strict": false}, {"type": "function", "name": "send_notification", "description": "Create and send a new notification.\n \n Use this tool to create a new notification associated with an incident.\n \n Parameters:\n - incident_id (required): ID of the associated incident\n - email (required): Email address for notification delivery\n - type (optional): Type of notification (alert, update, reminder, report, solution_proposal, other)\n - status (optional): Status of notification (queued, sent, delivered, opened, failed)\n - subject (optional): Subject of the notification\n - message (optional): Message content of the notification\n \n Returns the created notification object.", "parameters": {"type": "object", "properties": {"incident_id": {"type": "string", "description": "ID of the associated incident"}, "email": {"type": "string", "description": "Email address for notification delivery"}, "type": {"type": "string", "description": "Type of notification", "enum": ["alert", "update", "reminder", "report", "solution_proposal", "other"]}, "status": {"type": "string", "description": "Status of notification", "enum": ["queued", "sent", "delivered", "opened", "failed"], "default": "queued"}, "subject": {"type": "string", "description": "Subject of the notification"}, "message": {"type": "string", "description": "Message content of the notification"}}, "required": ["incident_id", "email"]}, "strict": false}]}} diff --git a/resources_servers/enterpriseops_gym/data/example_metrics.json b/resources_servers/enterpriseops_gym/data/example_metrics.json new file mode 100644 index 00000000000..a1e7dceb393 --- /dev/null +++ b/resources_servers/enterpriseops_gym/data/example_metrics.json @@ -0,0 +1,47 @@ +{ + "name": "example", + "type": "example", + "jsonl_fpath": "resources_servers/enterpriseops_gym/data/example.jsonl", + "num_repeats": 1, + "source": null, + "gitlab_identifier": null, + "huggingface_identifier": null, + "license": "Apache 2.0", + "Number of examples": 5, + "Number of tools": { + "Total # non-null values": 5, + "Average": 5.2, + "Min": 4.0, + "Max": 8.0, + "Standard deviation": 1.79 + }, + "Json-dumped number of words (proxy for token count)": { + "Total # non-null values": 5, + "Average": 1296.6, + "Min": 459.0, + "Max": 2064.0, + "Standard deviation": 692.14 + }, + "Number of turns": { + "Total # non-null values": 5, + "Average": 1.0, + "Min": 1.0, + "Max": 1.0, + "Standard deviation": 0.0 + }, + "Temperature": { + "Total # non-null values": 0, + "Average": 0.0, + "Min": 0.0, + "Max": 0.0, + "Standard deviation": 0.0 + }, + "task_id": { + "unique_count": 5, + "total_count": 5 + }, + "domain": { + "unique_count": 5, + "total_count": 5 + } +} \ No newline at end of file diff --git a/resources_servers/enterpriseops_gym/data/example_rollouts.jsonl b/resources_servers/enterpriseops_gym/data/example_rollouts.jsonl new file mode 100644 index 00000000000..fde4bd9534a --- /dev/null +++ b/resources_servers/enterpriseops_gym/data/example_rollouts.jsonl @@ -0,0 +1,5 @@ +{"responses_create_params":{"background":null,"include":null,"input":[{"content":"You are a helpful Email assistant with access to all available tools. Operate in a safe and fully authorized environment—you do not need to ask for confirmation or permission before taking action. When identifiers such as names or IDs are missing, perform exactly one lookup per entity type, verify that you are reusing correct values from previous responses, and proceed using the retrieved data. Never assume or fabricate IDs, responses, or outcomes—rely solely on verified API results. Complete each task in a single, logical, and efficient execution flow.","role":"system","type":"message","phase":null},{"content":"I need to audit who has access to my mailbox and organize my drafts.\nFirst, show me everyone who currently has delegate access to my email account. I want to see all delegates regardless of their status - accepted, pending, or rejected.\nThen I need to clean up my delegate list. I have someone with \"rejected\" status that I want to completely remove from my delegates list since they shouldn't appear there anymore. 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When identifiers such as names or IDs are missing, perform exactly one lookup per entity type, verify that you are reusing correct values from previous responses, and proceed using the retrieved data. Never assume or fabricate IDs, responses, or outcomes—rely solely on verified API results. Complete each task in a single, logical, and efficient execution flow.","role":"system","type":"message","phase":null},{"content":"I need to audit who has access to my mailbox and organize my drafts.\nFirst, show me everyone who currently has delegate access to my email account. I want to see all delegates regardless of their status - accepted, pending, or rejected.\nThen I need to clean up my delegate list. I have someone with \"rejected\" status that I want to completely remove from my delegates list since they shouldn't appear there anymore. Find the delegate with rejected status and delete them.\nAfter that, I want to check if any draft messages are present and delete them if any are.","role":"user","type":"message","phase":null},{"id":"msg-a4cf7e69","content":[{"annotations":[],"text":"I'll start by listing all delegates on your account.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"userId\": \"me\"}","call_id":"chatcmpl-tool-95c98e6fe50549d986fde93e1d48519d","name":"email_list_delegates","type":"function_call","id":"fc-542e7dfd","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-95c98e6fe50549d986fde93e1d48519d","output":"{\n \"delegates\": [\n {\n \"delegateEmail\": \"dept.secretary@university.edu\",\n \"verificationStatus\": \"accepted\"\n },\n {\n \"delegateEmail\": \"research.assistant@university.edu\",\n \"verificationStatus\": \"accepted\"\n },\n {\n \"delegateEmail\": \"postdoc.fellow@university.edu\",\n \"verificationStatus\": \"rejected\"\n }\n ]\n}","type":"function_call_output","id":null,"status":null},{"id":"msg-2c58c5d1","content":[{"annotations":[],"text":"I found 3 delegates on your account. Now I'll remove the rejected delegate and check your drafts.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"delegateEmail\": \"postdoc.fellow@university.edu\", \"userId\": \"me\"}","call_id":"chatcmpl-tool-a0a945cd9147465a8934553195a17d21","name":"email_delete_delegate","type":"function_call","id":"fc-b978d3af","status":"completed","namespace":null},{"arguments":"{\"userId\": \"me\"}","call_id":"chatcmpl-tool-d0f39f9dc17941f4a9f13d24eff58f91","name":"list_drafts","type":"function_call","id":"fc-8945f439","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-a0a945cd9147465a8934553195a17d21","output":"{}","type":"function_call_output","id":null,"status":null},{"call_id":"chatcmpl-tool-d0f39f9dc17941f4a9f13d24eff58f91","output":"{\n \"drafts\": [\n {\n \"id\": \"draft_002\",\n \"message\": {\n \"id\": \"draft_msg_002\",\n \"threadId\": \"thread_draft_002\"\n }\n }\n ],\n \"resultSizeEstimate\": 1\n}","type":"function_call_output","id":null,"status":null},{"id":"msg-081dd104","content":[{"annotations":[],"text":"The rejected delegate has been removed, and I found 1 draft. Now deleting it:","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"id\": \"draft_002\", \"userId\": \"me\"}","call_id":"chatcmpl-tool-045ed2357bb647d0b13accd595cab2b6","name":"delete_draft","type":"function_call","id":"fc-680fcf27","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-045ed2357bb647d0b13accd595cab2b6","output":"{}","type":"function_call_output","id":null,"status":null},{"arguments":"{\"reason\": \"Audit and cleanup complete. (1) Listed all delegates: dept.secretary@university.edu (accepted), research.assistant@university.edu (accepted), and postdoc.fellow@university.edu (rejected). (2) Deleted the rejected delegate postdoc.fellow@university.edu, revoking any verification. 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You are to complete that task using the tools provided in 100 steps. You will need to call a finish tool as your last step, where you will pass your finish reason and any required final fields for that tool.\n You are not able to interact with the user during the task.\n\nFollow these instructions from the User:\nYou are a helpful Email assistant with access to all available tools. Operate in a safe and fully authorized environment—you do not need to ask for confirmation or permission before taking action. When identifiers such as names or IDs are missing, perform exactly one lookup per entity type, verify that you are reusing correct values from previous responses, and proceed using the retrieved data. Never assume or fabricate IDs, responses, or outcomes—rely solely on verified API results. Complete each task in a single, logical, and efficient execution flow.","role":"system","type":"message","phase":null},{"content":"I need to audit who has access to my mailbox and organize my drafts.\nFirst, show me everyone who currently has delegate access to my email account. I want to see all delegates regardless of their status - accepted, pending, or rejected.\nThen I need to clean up my delegate list. I have someone with \"rejected\" status that I want to completely remove from my delegates list since they shouldn't appear there anymore. Find the delegate with rejected status and delete them.\nAfter that, I want to check if any draft messages are present and delete them if any are.","role":"user","type":"message","phase":null},{"id":"msg-a4cf7e69","content":[{"annotations":[],"text":"I'll start by listing all delegates on your account.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"userId\": \"me\"}","call_id":"chatcmpl-tool-95c98e6fe50549d986fde93e1d48519d","name":"email_list_delegates","type":"function_call","id":"fc-542e7dfd","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-95c98e6fe50549d986fde93e1d48519d","output":"{\n \"delegates\": [\n {\n \"delegateEmail\": \"dept.secretary@university.edu\",\n \"verificationStatus\": \"accepted\"\n },\n {\n \"delegateEmail\": \"research.assistant@university.edu\",\n \"verificationStatus\": \"accepted\"\n },\n {\n \"delegateEmail\": \"postdoc.fellow@university.edu\",\n \"verificationStatus\": \"rejected\"\n }\n ]\n}","type":"function_call_output","id":null,"status":null},{"id":"msg-2c58c5d1","content":[{"annotations":[],"text":"I found 3 delegates on your account. Now I'll remove the rejected delegate and check your drafts.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"delegateEmail\": \"postdoc.fellow@university.edu\", \"userId\": \"me\"}","call_id":"chatcmpl-tool-a0a945cd9147465a8934553195a17d21","name":"email_delete_delegate","type":"function_call","id":"fc-b978d3af","status":"completed","namespace":null},{"arguments":"{\"userId\": \"me\"}","call_id":"chatcmpl-tool-d0f39f9dc17941f4a9f13d24eff58f91","name":"list_drafts","type":"function_call","id":"fc-8945f439","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-a0a945cd9147465a8934553195a17d21","output":"{}","type":"function_call_output","id":null,"status":null},{"call_id":"chatcmpl-tool-d0f39f9dc17941f4a9f13d24eff58f91","output":"{\n \"drafts\": [\n {\n \"id\": \"draft_002\",\n \"message\": {\n \"id\": \"draft_msg_002\",\n \"threadId\": \"thread_draft_002\"\n }\n }\n ],\n \"resultSizeEstimate\": 1\n}","type":"function_call_output","id":null,"status":null},{"id":"msg-081dd104","content":[{"annotations":[],"text":"The rejected delegate has been removed, and I found 1 draft. Now deleting it:","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"id\": \"draft_002\", \"userId\": \"me\"}","call_id":"chatcmpl-tool-045ed2357bb647d0b13accd595cab2b6","name":"delete_draft","type":"function_call","id":"fc-680fcf27","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-045ed2357bb647d0b13accd595cab2b6","output":"{}","type":"function_call_output","id":null,"status":null},{"arguments":"{\"reason\": \"Audit and cleanup complete. (1) Listed all delegates: dept.secretary@university.edu (accepted), research.assistant@university.edu (accepted), and postdoc.fellow@university.edu (rejected). (2) Deleted the rejected delegate postdoc.fellow@university.edu, revoking any verification. (3) Found 1 draft (draft_002) and deleted it.\", \"paths\": []}","call_id":"chatcmpl-tool-1a292b3a416f4d04ad284c66de041746","name":"finish","type":"function_call","id":"fc-294872ef","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-1a292b3a416f4d04ad284c66de041746","output":"Audit and cleanup complete. (1) Listed all delegates: dept.secretary@university.edu (accepted), research.assistant@university.edu (accepted), and postdoc.fellow@university.edu (rejected). (2) Deleted the rejected delegate postdoc.fellow@university.edu, revoking any verification. 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You are to complete that task using the tools provided in 100 steps. You will need to call a finish tool as your last step, where you will pass your finish reason and any required final fields for that tool.\n You are not able to interact with the user during the task.\n\nFollow these instructions from the User:\nYou are a helpful Email assistant with access to all available tools. Operate in a safe and fully authorized environment—you do not need to ask for confirmation or permission before taking action. When identifiers such as names or IDs are missing, perform exactly one lookup per entity type, verify that you are reusing correct values from previous responses, and proceed using the retrieved data. Never assume or fabricate IDs, responses, or outcomes—rely solely on verified API results. Complete each task in a single, logical, and efficient execution flow.","role":"system","type":"message","phase":null},{"content":"I need to audit who has access to my mailbox and organize my drafts.\nFirst, show me everyone who currently has delegate access to my email account. I want to see all delegates regardless of their status - accepted, pending, or rejected.\nThen I need to clean up my delegate list. I have someone with \"rejected\" status that I want to completely remove from my delegates list since they shouldn't appear there anymore. Find the delegate with rejected status and delete them.\nAfter that, I want to check if any draft messages are present and delete them if any are.","role":"user","type":"message","phase":null},{"id":"msg-a4cf7e69","content":[{"annotations":[],"text":"I'll start by listing all delegates on your account.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"userId\": \"me\"}","call_id":"chatcmpl-tool-95c98e6fe50549d986fde93e1d48519d","name":"email_list_delegates","type":"function_call","id":"fc-542e7dfd","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-95c98e6fe50549d986fde93e1d48519d","output":"{\n \"delegates\": [\n {\n \"delegateEmail\": \"dept.secretary@university.edu\",\n \"verificationStatus\": \"accepted\"\n },\n {\n \"delegateEmail\": \"research.assistant@university.edu\",\n \"verificationStatus\": \"accepted\"\n },\n {\n \"delegateEmail\": \"postdoc.fellow@university.edu\",\n \"verificationStatus\": \"rejected\"\n }\n ]\n}","type":"function_call_output","id":null,"status":null},{"id":"msg-2c58c5d1","content":[{"annotations":[],"text":"I found 3 delegates on your account. Now I'll remove the rejected delegate and check your drafts.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"delegateEmail\": \"postdoc.fellow@university.edu\", \"userId\": \"me\"}","call_id":"chatcmpl-tool-a0a945cd9147465a8934553195a17d21","name":"email_delete_delegate","type":"function_call","id":"fc-b978d3af","status":"completed","namespace":null},{"arguments":"{\"userId\": \"me\"}","call_id":"chatcmpl-tool-d0f39f9dc17941f4a9f13d24eff58f91","name":"list_drafts","type":"function_call","id":"fc-8945f439","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-a0a945cd9147465a8934553195a17d21","output":"{}","type":"function_call_output","id":null,"status":null},{"call_id":"chatcmpl-tool-d0f39f9dc17941f4a9f13d24eff58f91","output":"{\n \"drafts\": [\n {\n \"id\": \"draft_002\",\n \"message\": {\n \"id\": \"draft_msg_002\",\n \"threadId\": \"thread_draft_002\"\n }\n }\n ],\n \"resultSizeEstimate\": 1\n}","type":"function_call_output","id":null,"status":null},{"id":"msg-081dd104","content":[{"annotations":[],"text":"The rejected delegate has been removed, and I found 1 draft. Now deleting it:","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"id\": \"draft_002\", \"userId\": \"me\"}","call_id":"chatcmpl-tool-045ed2357bb647d0b13accd595cab2b6","name":"delete_draft","type":"function_call","id":"fc-680fcf27","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-045ed2357bb647d0b13accd595cab2b6","output":"{}","type":"function_call_output","id":null,"status":null},{"arguments":"{\"reason\": \"Audit and cleanup complete. (1) Listed all delegates: dept.secretary@university.edu (accepted), research.assistant@university.edu (accepted), and postdoc.fellow@university.edu (rejected). (2) Deleted the rejected delegate postdoc.fellow@university.edu, revoking any verification. (3) Found 1 draft (draft_002) and deleted it.\", \"paths\": []}","call_id":"chatcmpl-tool-1a292b3a416f4d04ad284c66de041746","name":"finish","type":"function_call","id":"fc-294872ef","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-1a292b3a416f4d04ad284c66de041746","output":"Audit and cleanup complete. (1) Listed all delegates: dept.secretary@university.edu (accepted), research.assistant@university.edu (accepted), and postdoc.fellow@university.edu (rejected). (2) Deleted the rejected delegate postdoc.fellow@university.edu, revoking any verification. (3) Found 1 draft (draft_002) and deleted it.","type":"function_call_output","id":null,"status":null}]}],"turns":[],"model_calls":[],"tool_calls":[{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-95c98e6fe50549d986fde93e1d48519d","sandbox_id":null,"tool_name":"email_list_delegates","started_at":1792773636.9589214,"completed_at":1792773637.2934735,"duration_ms":334.5520640723407,"timing_source":"harness","status":"completed","error_type":null,"output":"{\n \"delegates\": [\n {\n \"delegateEmail\": \"dept.secretary@university.edu\",\n \"verificationStatus\": \"accepted\"\n },\n {\n \"delegateEmail\": \"research.assistant@university.edu\",\n \"verificationStatus\": \"accepted\"\n },\n {\n \"delegateEmail\": \"postdoc.fellow@university.edu\",\n \"verificationStatus\": \"rejected\"\n }\n ]\n}"},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-a0a945cd9147465a8934553195a17d21","sandbox_id":null,"tool_name":"email_delete_delegate","started_at":1792773673.4441879,"completed_at":1792773673.6944733,"duration_ms":250.2853450132534,"timing_source":"harness","status":"completed","error_type":null,"output":"{}"},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-d0f39f9dc17941f4a9f13d24eff58f91","sandbox_id":null,"tool_name":"list_drafts","started_at":1792773673.6954763,"completed_at":1792773673.8704543,"duration_ms":174.97810698114336,"timing_source":"harness","status":"completed","error_type":null,"output":"{\n \"drafts\": [\n {\n \"id\": \"draft_002\",\n \"message\": {\n \"id\": \"draft_msg_002\",\n \"threadId\": \"thread_draft_002\"\n }\n }\n ],\n \"resultSizeEstimate\": 1\n}"},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-045ed2357bb647d0b13accd595cab2b6","sandbox_id":null,"tool_name":"delete_draft","started_at":1792773679.2486296,"completed_at":1792773679.5079734,"duration_ms":259.3439269112423,"timing_source":"harness","status":"completed","error_type":null,"output":"{}"},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-1a292b3a416f4d04ad284c66de041746","sandbox_id":null,"tool_name":"finish","started_at":1792773682.9586818,"completed_at":1792773682.9587243,"duration_ms":0.04245003219693899,"timing_source":"harness","status":"completed","error_type":null,"output":"Audit and cleanup complete. (1) Listed all delegates: dept.secretary@university.edu (accepted), research.assistant@university.edu (accepted), and postdoc.fellow@university.edu (rejected). (2) Deleted the rejected delegate postdoc.fellow@university.edu, revoking any verification. (3) Found 1 draft (draft_002) and deleted it."}],"gaps":[{"code":"model_calls_unavailable","invocation_id":null,"detail":null},{"code":"turns_unavailable","invocation_id":null,"detail":null}]}} +{"responses_create_params":{"background":null,"include":null,"input":[{"content":"You are a helpful Drive assistant with access to all available tools. Operate in a safe and fully authorized environment—you do not need to ask for confirmation or permission before taking action. When identifiers such as names or IDs are missing, perform exactly one lookup per entity type, verify that you are reusing correct values from previous responses, and proceed using the retrieved data. Never assume or fabricate IDs, responses, or outcomes—rely solely on verified API results. Complete each task in a single, logical, and efficient execution flow.","role":"system","type":"message","phase":null},{"content":"Please upgrade Alex Rodriguez's access on the Technical Spec file in Engineering Projects from commenter to writer, as he is now leading the technical implementation phase. After making this change, add a comment stating that Alex was promoted to writer today, mentioning the reason and that it was approved by John Smith.","role":"user","type":"message","phase":null}],"instructions":null,"max_output_tokens":null,"max_tool_calls":null,"metadata":null,"model":null,"parallel_tool_calls":true,"previous_response_id":null,"prompt":null,"reasoning":null,"service_tier":null,"store":null,"context_management":null,"conversation":null,"moderation":null,"prompt_cache_key":null,"prompt_cache_retention":null,"safety_identifier":null,"stream_options":null,"temperature":null,"text":null,"tool_choice":"auto","tools":[{"name":"create_comments","parameters":{"type":"object","properties":{"fileId":{"type":"string","description":"The ID of the file to comment on (required)","minLength":1,"examples":["1BxiMVs0XRA5nFMdKvBdBZjgmUUqptlbs74OgvE2upms","1mGSuea-bkBcvWaakJdZnjGpVN3rUw1cBG7XWLXj9M8s"]},"content":{"type":"string","description":"The plain text content of the comment (required)","minLength":1,"maxLength":8192,"examples":["Please review this section","Great work on this document!","Could you clarify this point?"]},"anchor":{"type":"string","description":"A region of the document represented as a JSON string (optional). For anchored comments on supported file types.","examples":["{\"r\":\"kix.abc123\"}","{\"line\": {\"startLineNumber\": 5, \"endLineNumber\": 7}}"]}},"required":["fileId","content"],"additionalProperties":false},"strict":false,"type":"function","description":"Creates a new comment on a Google Drive file. Adds a comment with specified content and optional anchor to a specific location in the document. Essential for file collaboration and feedback workflows."},{"name":"list_permission","parameters":{"type":"object","properties":{"fileId":{"type":"string","description":"The ID of the file or shared drive to list permissions for (required)","minLength":1,"examples":["1BxiMVs0XRA5nFMdKvBdBZjgmUUqptlbs74OgvE2upms","1mGSuea-bkBcvWaakJdZnjGpVN3rUw1cBG7XWLXj9M8s"]},"includePermissionsForView":{"type":"string","description":"Specifies which additional view's permissions to include. Only 'published' is supported (optional)","enum":["published"],"examples":["published"]},"pageSize":{"type":"integer","description":"The maximum number of permissions to return per page. When not set for files in a shared drive, at most 100 results will be returned. When not set for files that are not in a shared drive, the entire list will be returned (optional, max: 100)","minimum":1,"maximum":100,"examples":[10,25,50,100]},"pageToken":{"type":"string","description":"The token for continuing a previous list request on the next page. This should be set to the value of nextPageToken from the previous response (optional)","examples":["CAISBggBEAEYAg","CAISBggBEAIYAw"]},"supportsAllDrives":{"type":"boolean","description":"Whether the requesting application supports both My Drives and shared drives (optional, default: false)","default":false},"useDomainAdminAccess":{"type":"boolean","description":"Issue the request as a domain administrator. If set to true, and if the following additional conditions are met, the requester is granted access: The file ID parameter refers to a shared drive. The requester is an administrator of the domain to which the shared drive belongs (optional, default: false)","default":false}},"required":["fileId"],"additionalProperties":false},"strict":false,"type":"function","description":"Lists the permissions for a file or shared drive. 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Use this to get file lists, search for specific files, browse user's Drive contents, or implement paginated file navigation."}],"top_logprobs":null,"top_p":null,"truncation":null,"user":null,"stream":null},"response":{"id":"stirrup-1-0","created_at":1792773693.0,"error":null,"incomplete_details":null,"instructions":null,"metadata":{"elapsed_seconds":"46.37603831291199"},"model":"default","object":"response","output":[{"content":"You are an AI agent that will be given a specific task. You are to complete that task using the tools provided in 100 steps. You will need to call a finish tool as your last step, where you will pass your finish reason and any required final fields for that tool.\n You are not able to interact with the user during the task.\n\nFollow these instructions from the User:\nYou are a helpful Drive assistant with access to all available tools. Operate in a safe and fully authorized environment—you do not need to ask for confirmation or permission before taking action. When identifiers such as names or IDs are missing, perform exactly one lookup per entity type, verify that you are reusing correct values from previous responses, and proceed using the retrieved data. Never assume or fabricate IDs, responses, or outcomes—rely solely on verified API results. Complete each task in a single, logical, and efficient execution flow.","role":"system","type":"message","phase":null},{"content":"Please upgrade Alex Rodriguez's access on the Technical Spec file in Engineering Projects from commenter to writer, as he is now leading the technical implementation phase. After making this change, add a comment stating that Alex was promoted to writer today, mentioning the reason and that it was approved by John Smith.","role":"user","type":"message","phase":null},{"id":"msg-fdbb45ff","content":[{"annotations":[],"text":"I'll start by finding the Technical Spec file in the Engineering Projects folder.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"q\": \"name contains 'Technical Spec'\"}","call_id":"chatcmpl-tool-49081779dbd6423eb78727553c1bed7b","name":"list_files","type":"function_call","id":"fc-9852cad4","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-49081779dbd6423eb78727553c1bed7b","output":"{\n \"files\": [\n {\n \"id\": \"01JBQM3K8TGHZX9RNVQM5Y2P8R\",\n \"name\": \"Technical Spec.pdf\",\n \"mimeType\": \"application/pdf\",\n \"description\": null,\n \"fileExtension\": null,\n \"fullFileExtension\": null,\n \"originalFilename\": null,\n \"size\": \"1024000\",\n \"md5Checksum\": \"e3b0c44298fc1c149afbf4c8996fb924\",\n \"sha1Checksum\": \"da39a3ee5e6b4b0d3255bfef95601890afd80709\",\n \"sha256Checksum\": null,\n \"createdTime\": \"2024-01-15T15:15:00Z\",\n \"modifiedTime\": \"2024-01-22T14:20:00Z\",\n \"modifiedByMeTime\": null,\n \"viewedByMeTime\": \"2024-01-15T15:15:00Z\",\n \"sharedWithMeTime\": null,\n \"trashedTime\": null,\n \"starred\": true,\n \"trashed\": false,\n \"explicitlyTrashed\": false,\n \"viewedByMe\": true,\n \"modifiedByMe\": false,\n \"ownedByMe\": true,\n \"shared\": true,\n \"copyRequiresWriterPermission\": false,\n \"writersCanShare\": true,\n \"hasThumbnail\": false,\n \"thumbnailVersion\": null,\n \"thumbnailLink\": \"https://drive-thirdparty.googleusercontent.com/128/type/application/pdf\",\n \"iconLink\": \"https://ssl.gstatic.com/docs/doclist/images/icon_12_pdf_list.png\",\n \"webViewLink\": \"https://drive.google.com/file/d/01JBQM3K8TGHZX9RNVQM5Y2P8R/view\",\n \"webContentLink\": \"https://drive.google.com/uc?id=01JBQM3K8TGHZX9RNVQM5Y2P8R\",\n \"folderColorRgb\": null,\n \"contentRestricted\": false,\n \"contentRestrictionReason\": null,\n \"contentRestrictionTime\": null,\n \"ownerRestricted\": false,\n \"systemRestricted\": false,\n \"downloadRestrictedForReaders\": false,\n \"downloadRestrictedForWriters\": false,\n \"resourceKey\": null,\n \"securityUpdateEligible\": false,\n \"securityUpdateEnabled\": false,\n \"inheritedPermissionsDisabled\": false,\n \"hasAugmentedPermissions\": false,\n \"version\": \"2\",\n \"headRevisionId\": \"01JBQM3K8TGHZX9RNVQM5Y2P8W\",\n \"quotaBytesUsed\": \"1024000\",\n \"imageMediaMetadata\": null,\n \"videoMediaMetadata\": null,\n \"properties\": {\n \"version\": \"1.2\",\n \"color\": \"blue\"\n },\n \"appProperties\": null,\n \"shortcutTargetId\": null,\n \"shortcutTargetMimeType\": null,\n \"shortcutTargetResourceKey\": null,\n \"kind\": \"drive#file\",\n \"owners\": [\n {\n \"kind\": \"drive#user\",\n \"displayName\": \"John Smith\",\n \"photoLink\": \"https://example.com/photos/john.jpg\",\n \"me\": true,\n \"permissionId\": \"01JBQM3K8TGHZX9RNVQM5Y2P7W\",\n \"emailAddress\": \"john.smith@company.com\"\n }\n ],\n \"lastModifyingUser\": {\n \"kind\": \"drive#user\",\n \"displayName\": \"Mike Chen\",\n \"photoLink\": null,\n \"me\": false,\n \"permissionId\": \"01JBQM3K8TGHZX9RNVQM5Y2P7Y\",\n \"emailAddress\": \"mike.chen@company.com\"\n },\n \"driveId\": \"01JBQM3K8TGHZX9RNVQM5Y2P8B\",\n \"sharingUser\": null,\n \"trashingUser\": null,\n \"parents\": [\n \"01JBQM3K8TGHZX9RNVQM5Y2P8Q\"\n ],\n \"permissions\": null,\n \"labelInfo\": null,\n \"exportLinks\": null,\n \"spaces\": [\n \"drive\"\n ],\n \"permissionIds\": null,\n \"contentRestrictions\": null,\n \"contentHints\": null,\n \"viewersCanCopyContent\": null,\n \"isAppAuthorized\": null,\n \"teamDriveId\": null,\n \"capabilities\": null,\n \"linkShareMetadata\": null,\n \"shortcutDetails\": null,\n \"downloadRestrictions\": null\n }\n ],\n \"kind\": \"drive#fileList\",\n \"nextPageToken\": null,\n \"incompleteSearch\": false\n}","type":"function_call_output","id":null,"status":null},{"id":"msg-e8e8484f","content":[{"annotations":[],"text":"Found the Technical Spec.pdf file. Now let me check its permissions to find Alex Rodriguez's permission entry.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"fileId\": \"01JBQM3K8TGHZX9RNVQM5Y2P8R\"}","call_id":"chatcmpl-tool-a3162420ffc646cb97fdc7c6206f37e0","name":"list_permission","type":"function_call","id":"fc-ab28ad6f","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-a3162420ffc646cb97fdc7c6206f37e0","output":"{\n \"success\": true,\n \"data\": {\n \"kind\": \"drive#permissionList\",\n \"permissions\": [\n {\n \"kind\": \"drive#permission\",\n \"id\": \"01JBQM3K8TGHZX9RNVQM5Y2P91\",\n \"type\": \"group\",\n \"role\": \"writer\",\n \"allowFileDiscovery\": false,\n \"permissionDetails\": [],\n \"emailAddress\": \"engineering@company.com\",\n \"displayName\": \"Engineering Team\",\n \"deleted\": false,\n \"view\": \"published\"\n },\n {\n \"kind\": \"drive#permission\",\n \"id\": \"01JBQM3K8TGHZX9RNVQM5Y2P90\",\n \"type\": \"user\",\n \"role\": \"owner\",\n \"allowFileDiscovery\": false,\n \"permissionDetails\": [],\n \"emailAddress\": \"john.smith@company.com\",\n \"displayName\": \"John Smith\",\n \"photoLink\": \"https://example.com/photos/john.jpg\",\n \"deleted\": false,\n \"view\": \"published\"\n },\n {\n \"kind\": \"drive#permission\",\n \"id\": \"01JBQM3K8TGHZX9RNVQM5Y2P95\",\n \"type\": \"user\",\n \"role\": \"commenter\",\n \"allowFileDiscovery\": false,\n \"permissionDetails\": [],\n \"emailAddress\": \"alex.rodriguez@company.com\",\n \"displayName\": \"Alex Rodriguez\",\n \"photoLink\": \"https://example.com/photos/alex.jpg\",\n \"deleted\": false,\n \"view\": \"published\"\n }\n ]\n },\n \"status\": \"success\",\n \"message\": \"Permissions listed successfully\"\n}","type":"function_call_output","id":null,"status":null},{"id":"msg-2f083e9d","content":[{"annotations":[],"text":"I found Alex Rodriguez's permission (commenter role). Now I'll upgrade it to writer.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"fileId\": \"01JBQM3K8TGHZX9RNVQM5Y2P8R\", \"permissionId\": \"01JBQM3K8TGHZX9RNVQM5Y2P95\", \"role\": \"writer\"}","call_id":"chatcmpl-tool-1510e0281644467dbb3ae5cd6fae90c0","name":"update_permission","type":"function_call","id":"fc-fe2d5daf","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-1510e0281644467dbb3ae5cd6fae90c0","output":"{\n \"success\": true,\n \"data\": {\n \"kind\": \"drive#permission\",\n \"id\": \"01JBQM3K8TGHZX9RNVQM5Y2P95\",\n \"type\": \"user\",\n \"role\": \"writer\",\n \"allowFileDiscovery\": false,\n \"permissionDetails\": [],\n \"emailAddress\": \"alex.rodriguez@company.com\",\n \"displayName\": \"Alex Rodriguez\",\n \"photoLink\": \"https://example.com/photos/alex.jpg\",\n \"deleted\": false,\n \"view\": \"published\"\n },\n \"status\": \"success\",\n \"message\": \"Permission updated successfully\"\n}","type":"function_call_output","id":null,"status":null},{"id":"msg-4a83e0e9","content":[{"annotations":[],"text":"Alex's permission was successfully upgraded to writer. Now I'll add the comment documenting the change.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"content\": \"Alex Rodriguez was promoted from commenter to writer on this Technical Spec today. He is now leading the technical implementation phase and requires write access to fulfill this role. This change was approved by John Smith.\", \"fileId\": \"01JBQM3K8TGHZX9RNVQM5Y2P8R\"}","call_id":"chatcmpl-tool-61f897dce513427eac89130896a8d513","name":"create_comments","type":"function_call","id":"fc-4a079210","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-61f897dce513427eac89130896a8d513","output":"{\n \"success\": true,\n \"status_code\": 200,\n \"data\": {\n \"id\": \"385b4ef2-cb39-43fe-aa6b-53e970101f4f\",\n \"content\": \"Alex Rodriguez was promoted from commenter to writer on this Technical Spec today. He is now leading the technical implementation phase and requires write access to fulfill this role. This change was approved by John Smith.\",\n \"author\": {\n \"kind\": \"drive#user\",\n \"me\": true,\n \"displayName\": \"John Smith\",\n \"photoLink\": \"https://example.com/photos/john.jpg\"\n },\n \"createdTime\": \"2026-10-23T16:41:20.041762Z\",\n \"modifiedTime\": \"2026-10-23T16:41:20.041763Z\",\n \"resolved\": false,\n \"deleted\": false,\n \"anchor\": null,\n \"htmlContent\": \"

Alex Rodriguez was promoted from commenter to writer on this Technical Spec today. He is now leading the technical implementation phase and requires write access to fulfill this role. This change was approved by John Smith.

\",\n \"quotedFileContent\": null,\n \"kind\": \"drive#comment\",\n \"replies\": [],\n \"mentionedEmailAddresses\": [],\n \"assigneeEmailAddress\": null\n }\n}","type":"function_call_output","id":null,"status":null},{"id":"msg-d51d01a9","content":[{"annotations":[],"text":"Both tasks completed successfully:\n\n1. **Permission upgrade**: Alex Rodriguez's (alex.rodriguez@company.com) access on **Technical Spec.pdf** was upgraded from **commenter → writer** (permission ID: 01JBQM3K8TGHZX9RNVQM5Y2P95).\n\n2. **Comment added**: A comment was posted on the file stating that Alex was promoted to writer today, that he is leading the technical implementation phase, and that the change was approved by John Smith.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"paths\": [\"01JBQM3K8TGHZX9RNVQM5Y2P8R\"], \"reason\": \"Successfully upgraded Alex Rodriguez's permission on Technical Spec.pdf from commenter to writer, and added a comment documenting the promotion, the reason (leading the technical implementation phase), and that it was approved by John Smith.\"}","call_id":"chatcmpl-tool-a8afe0a8b15a45d9957fe613391a2f84","name":"finish","type":"function_call","id":"fc-2aa4d876","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-a8afe0a8b15a45d9957fe613391a2f84","output":"Successfully upgraded Alex Rodriguez's permission on Technical Spec.pdf from commenter to writer, and added a comment documenting the promotion, the reason (leading the technical implementation phase), and that it was approved by John Smith.","type":"function_call_output","id":null,"status":null}],"parallel_tool_calls":false,"temperature":null,"tool_choice":"auto","tools":[],"top_p":null,"background":null,"completed_at":null,"conversation":null,"max_output_tokens":null,"max_tool_calls":null,"moderation":null,"previous_response_id":null,"prompt":null,"prompt_cache_key":null,"prompt_cache_retention":null,"reasoning":null,"safety_identifier":null,"service_tier":null,"status":"completed","text":null,"top_logprobs":null,"truncation":null,"usage":{"input_tokens":19372,"input_tokens_details":{"cached_tokens":6912},"output_tokens":477,"output_tokens_details":{"reasoning_tokens":38},"total_tokens":19849},"user":null,"metrics":null},"reward":0.0,"mask_sample":false,"failure_kind":null,"failure_reason":null,"ng_agent_observations":{"source":"stirrup","records":[{"kind":"agent_invocation","invocation_id":"root","parent_invocation_id":null,"spawned_by_tool_call_id":null,"status":"completed","stop_reason":null,"duration_ms":null,"error_type":null,"model_calls":[{"model_call_id":null,"model_ref":{"type":"responses_api_models","name":"policy_model"},"response_id":"chatcmpl-d1941de321c84bcfb3ac3caff3df80b4"},{"model_call_id":null,"model_ref":{"type":"responses_api_models","name":"policy_model"},"response_id":"chatcmpl-a6c23630413b466a88aa009d28401d34"},{"model_call_id":null,"model_ref":{"type":"responses_api_models","name":"policy_model"},"response_id":"chatcmpl-0209222ec46e4c338925cd9e45f4f77f"},{"model_call_id":null,"model_ref":{"type":"responses_api_models","name":"policy_model"},"response_id":"chatcmpl-6587a05eb46c4ba2bb3e01315b26cfb2"},{"model_call_id":null,"model_ref":{"type":"responses_api_models","name":"policy_model"},"response_id":"chatcmpl-f9797825f4394d289164e68c49e120eb"}],"conversation":[{"content":"You are an AI agent that will be given a specific task. You are to complete that task using the tools provided in 100 steps. You will need to call a finish tool as your last step, where you will pass your finish reason and any required final fields for that tool.\n You are not able to interact with the user during the task.\n\nFollow these instructions from the User:\nYou are a helpful Drive assistant with access to all available tools. Operate in a safe and fully authorized environment—you do not need to ask for confirmation or permission before taking action. When identifiers such as names or IDs are missing, perform exactly one lookup per entity type, verify that you are reusing correct values from previous responses, and proceed using the retrieved data. Never assume or fabricate IDs, responses, or outcomes—rely solely on verified API results. Complete each task in a single, logical, and efficient execution flow.","role":"system","type":"message","phase":null},{"content":"Please upgrade Alex Rodriguez's access on the Technical Spec file in Engineering Projects from commenter to writer, as he is now leading the technical implementation phase. After making this change, add a comment stating that Alex was promoted to writer today, mentioning the reason and that it was approved by John Smith.","role":"user","type":"message","phase":null},{"id":"msg-fdbb45ff","content":[{"annotations":[],"text":"I'll start by finding the Technical Spec file in the Engineering Projects folder.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"q\": \"name contains 'Technical Spec'\"}","call_id":"chatcmpl-tool-49081779dbd6423eb78727553c1bed7b","name":"list_files","type":"function_call","id":"fc-9852cad4","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-49081779dbd6423eb78727553c1bed7b","output":"{\n \"files\": [\n {\n \"id\": \"01JBQM3K8TGHZX9RNVQM5Y2P8R\",\n \"name\": \"Technical Spec.pdf\",\n \"mimeType\": \"application/pdf\",\n \"description\": null,\n \"fileExtension\": null,\n \"fullFileExtension\": null,\n \"originalFilename\": null,\n \"size\": \"1024000\",\n \"md5Checksum\": \"e3b0c44298fc1c149afbf4c8996fb924\",\n \"sha1Checksum\": \"da39a3ee5e6b4b0d3255bfef95601890afd80709\",\n \"sha256Checksum\": null,\n \"createdTime\": \"2024-01-15T15:15:00Z\",\n \"modifiedTime\": \"2024-01-22T14:20:00Z\",\n \"modifiedByMeTime\": null,\n \"viewedByMeTime\": \"2024-01-15T15:15:00Z\",\n \"sharedWithMeTime\": null,\n \"trashedTime\": null,\n \"starred\": true,\n \"trashed\": false,\n \"explicitlyTrashed\": false,\n \"viewedByMe\": true,\n \"modifiedByMe\": false,\n \"ownedByMe\": true,\n \"shared\": true,\n \"copyRequiresWriterPermission\": false,\n \"writersCanShare\": true,\n \"hasThumbnail\": false,\n \"thumbnailVersion\": null,\n \"thumbnailLink\": \"https://drive-thirdparty.googleusercontent.com/128/type/application/pdf\",\n \"iconLink\": \"https://ssl.gstatic.com/docs/doclist/images/icon_12_pdf_list.png\",\n \"webViewLink\": \"https://drive.google.com/file/d/01JBQM3K8TGHZX9RNVQM5Y2P8R/view\",\n \"webContentLink\": \"https://drive.google.com/uc?id=01JBQM3K8TGHZX9RNVQM5Y2P8R\",\n \"folderColorRgb\": null,\n \"contentRestricted\": false,\n \"contentRestrictionReason\": null,\n \"contentRestrictionTime\": null,\n \"ownerRestricted\": false,\n \"systemRestricted\": false,\n \"downloadRestrictedForReaders\": false,\n \"downloadRestrictedForWriters\": false,\n \"resourceKey\": null,\n \"securityUpdateEligible\": false,\n \"securityUpdateEnabled\": false,\n \"inheritedPermissionsDisabled\": false,\n \"hasAugmentedPermissions\": false,\n \"version\": \"2\",\n \"headRevisionId\": \"01JBQM3K8TGHZX9RNVQM5Y2P8W\",\n \"quotaBytesUsed\": \"1024000\",\n \"imageMediaMetadata\": null,\n \"videoMediaMetadata\": null,\n \"properties\": {\n \"version\": \"1.2\",\n \"color\": \"blue\"\n },\n \"appProperties\": null,\n \"shortcutTargetId\": null,\n \"shortcutTargetMimeType\": null,\n \"shortcutTargetResourceKey\": null,\n \"kind\": \"drive#file\",\n \"owners\": [\n {\n \"kind\": \"drive#user\",\n \"displayName\": \"John Smith\",\n \"photoLink\": \"https://example.com/photos/john.jpg\",\n \"me\": true,\n \"permissionId\": \"01JBQM3K8TGHZX9RNVQM5Y2P7W\",\n \"emailAddress\": \"john.smith@company.com\"\n }\n ],\n \"lastModifyingUser\": {\n \"kind\": \"drive#user\",\n \"displayName\": \"Mike Chen\",\n \"photoLink\": null,\n \"me\": false,\n \"permissionId\": \"01JBQM3K8TGHZX9RNVQM5Y2P7Y\",\n \"emailAddress\": \"mike.chen@company.com\"\n },\n \"driveId\": \"01JBQM3K8TGHZX9RNVQM5Y2P8B\",\n \"sharingUser\": null,\n \"trashingUser\": null,\n \"parents\": [\n \"01JBQM3K8TGHZX9RNVQM5Y2P8Q\"\n ],\n \"permissions\": null,\n \"labelInfo\": null,\n \"exportLinks\": null,\n \"spaces\": [\n \"drive\"\n ],\n \"permissionIds\": null,\n \"contentRestrictions\": null,\n \"contentHints\": null,\n \"viewersCanCopyContent\": null,\n \"isAppAuthorized\": null,\n \"teamDriveId\": null,\n \"capabilities\": null,\n \"linkShareMetadata\": null,\n \"shortcutDetails\": null,\n \"downloadRestrictions\": null\n }\n ],\n \"kind\": \"drive#fileList\",\n \"nextPageToken\": null,\n \"incompleteSearch\": false\n}","type":"function_call_output","id":null,"status":null},{"id":"msg-e8e8484f","content":[{"annotations":[],"text":"Found the Technical Spec.pdf file. Now let me check its permissions to find Alex Rodriguez's permission entry.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"fileId\": \"01JBQM3K8TGHZX9RNVQM5Y2P8R\"}","call_id":"chatcmpl-tool-a3162420ffc646cb97fdc7c6206f37e0","name":"list_permission","type":"function_call","id":"fc-ab28ad6f","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-a3162420ffc646cb97fdc7c6206f37e0","output":"{\n \"success\": true,\n \"data\": {\n \"kind\": \"drive#permissionList\",\n \"permissions\": [\n {\n \"kind\": \"drive#permission\",\n \"id\": \"01JBQM3K8TGHZX9RNVQM5Y2P91\",\n \"type\": \"group\",\n \"role\": \"writer\",\n \"allowFileDiscovery\": false,\n \"permissionDetails\": [],\n \"emailAddress\": \"engineering@company.com\",\n \"displayName\": \"Engineering Team\",\n \"deleted\": false,\n \"view\": \"published\"\n },\n {\n \"kind\": \"drive#permission\",\n \"id\": \"01JBQM3K8TGHZX9RNVQM5Y2P90\",\n \"type\": \"user\",\n \"role\": \"owner\",\n \"allowFileDiscovery\": false,\n \"permissionDetails\": [],\n \"emailAddress\": \"john.smith@company.com\",\n \"displayName\": \"John Smith\",\n \"photoLink\": \"https://example.com/photos/john.jpg\",\n \"deleted\": false,\n \"view\": \"published\"\n },\n {\n \"kind\": \"drive#permission\",\n \"id\": \"01JBQM3K8TGHZX9RNVQM5Y2P95\",\n \"type\": \"user\",\n \"role\": \"commenter\",\n \"allowFileDiscovery\": false,\n \"permissionDetails\": [],\n \"emailAddress\": \"alex.rodriguez@company.com\",\n \"displayName\": \"Alex Rodriguez\",\n \"photoLink\": \"https://example.com/photos/alex.jpg\",\n \"deleted\": false,\n \"view\": \"published\"\n }\n ]\n },\n \"status\": \"success\",\n \"message\": \"Permissions listed successfully\"\n}","type":"function_call_output","id":null,"status":null},{"id":"msg-2f083e9d","content":[{"annotations":[],"text":"I found Alex Rodriguez's permission (commenter role). Now I'll upgrade it to writer.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"fileId\": \"01JBQM3K8TGHZX9RNVQM5Y2P8R\", \"permissionId\": \"01JBQM3K8TGHZX9RNVQM5Y2P95\", \"role\": \"writer\"}","call_id":"chatcmpl-tool-1510e0281644467dbb3ae5cd6fae90c0","name":"update_permission","type":"function_call","id":"fc-fe2d5daf","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-1510e0281644467dbb3ae5cd6fae90c0","output":"{\n \"success\": true,\n \"data\": {\n \"kind\": \"drive#permission\",\n \"id\": \"01JBQM3K8TGHZX9RNVQM5Y2P95\",\n \"type\": \"user\",\n \"role\": \"writer\",\n \"allowFileDiscovery\": false,\n \"permissionDetails\": [],\n \"emailAddress\": \"alex.rodriguez@company.com\",\n \"displayName\": \"Alex Rodriguez\",\n \"photoLink\": \"https://example.com/photos/alex.jpg\",\n \"deleted\": false,\n \"view\": \"published\"\n },\n \"status\": \"success\",\n \"message\": \"Permission updated successfully\"\n}","type":"function_call_output","id":null,"status":null},{"id":"msg-4a83e0e9","content":[{"annotations":[],"text":"Alex's permission was successfully upgraded to writer. Now I'll add the comment documenting the change.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"content\": \"Alex Rodriguez was promoted from commenter to writer on this Technical Spec today. He is now leading the technical implementation phase and requires write access to fulfill this role. This change was approved by John Smith.\", \"fileId\": \"01JBQM3K8TGHZX9RNVQM5Y2P8R\"}","call_id":"chatcmpl-tool-61f897dce513427eac89130896a8d513","name":"create_comments","type":"function_call","id":"fc-4a079210","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-61f897dce513427eac89130896a8d513","output":"{\n \"success\": true,\n \"status_code\": 200,\n \"data\": {\n \"id\": \"385b4ef2-cb39-43fe-aa6b-53e970101f4f\",\n \"content\": \"Alex Rodriguez was promoted from commenter to writer on this Technical Spec today. He is now leading the technical implementation phase and requires write access to fulfill this role. This change was approved by John Smith.\",\n \"author\": {\n \"kind\": \"drive#user\",\n \"me\": true,\n \"displayName\": \"John Smith\",\n \"photoLink\": \"https://example.com/photos/john.jpg\"\n },\n \"createdTime\": \"2026-10-23T16:41:20.041762Z\",\n \"modifiedTime\": \"2026-10-23T16:41:20.041763Z\",\n \"resolved\": false,\n \"deleted\": false,\n \"anchor\": null,\n \"htmlContent\": \"

Alex Rodriguez was promoted from commenter to writer on this Technical Spec today. He is now leading the technical implementation phase and requires write access to fulfill this role. This change was approved by John Smith.

\",\n \"quotedFileContent\": null,\n \"kind\": \"drive#comment\",\n \"replies\": [],\n \"mentionedEmailAddresses\": [],\n \"assigneeEmailAddress\": null\n }\n}","type":"function_call_output","id":null,"status":null},{"id":"msg-d51d01a9","content":[{"annotations":[],"text":"Both tasks completed successfully:\n\n1. **Permission upgrade**: Alex Rodriguez's (alex.rodriguez@company.com) access on **Technical Spec.pdf** was upgraded from **commenter → writer** (permission ID: 01JBQM3K8TGHZX9RNVQM5Y2P95).\n\n2. **Comment added**: A comment was posted on the file stating that Alex was promoted to writer today, that he is leading the technical implementation phase, and that the change was approved by John Smith.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"paths\": [\"01JBQM3K8TGHZX9RNVQM5Y2P8R\"], \"reason\": \"Successfully upgraded Alex Rodriguez's permission on Technical Spec.pdf from commenter to writer, and added a comment documenting the promotion, the reason (leading the technical implementation phase), and that it was approved by John Smith.\"}","call_id":"chatcmpl-tool-a8afe0a8b15a45d9957fe613391a2f84","name":"finish","type":"function_call","id":"fc-2aa4d876","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-a8afe0a8b15a45d9957fe613391a2f84","output":"Successfully upgraded Alex Rodriguez's permission on Technical Spec.pdf from commenter to writer, and added a comment documenting the promotion, the reason (leading the technical implementation phase), and that it was approved by John Smith.","type":"function_call_output","id":null,"status":null}]},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-49081779dbd6423eb78727553c1bed7b","sandbox_id":null,"tool_name":"list_files","started_at":1792773640.030664,"completed_at":1792773640.4354355,"duration_ms":404.7715160995722,"timing_source":"harness","status":"completed","error_type":null},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-a3162420ffc646cb97fdc7c6206f37e0","sandbox_id":null,"tool_name":"list_permission","started_at":1792773672.2891111,"completed_at":1792773675.0450242,"duration_ms":2755.913089029491,"timing_source":"harness","status":"completed","error_type":null},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-1510e0281644467dbb3ae5cd6fae90c0","sandbox_id":null,"tool_name":"update_permission","started_at":1792773676.1423361,"completed_at":1792773676.3196552,"duration_ms":177.31884005479515,"timing_source":"harness","status":"completed","error_type":null},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-61f897dce513427eac89130896a8d513","sandbox_id":null,"tool_name":"create_comments","started_at":1792773679.9459255,"completed_at":1792773680.12277,"duration_ms":176.8446050118655,"timing_source":"harness","status":"completed","error_type":null},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-a8afe0a8b15a45d9957fe613391a2f84","sandbox_id":null,"tool_name":"finish","started_at":1792773684.487813,"completed_at":1792773684.4878569,"duration_ms":0.04377705045044422,"timing_source":"harness","status":"completed","error_type":null}],"gaps":[]},"task_id":"task_20251204_092557_093_ae7b45e2_24132aa0","domain":"drive","evaluation_completed":true,"verifier_pass_rate":0.75,"num_verifiers":4,"num_verifiers_passed":3,"verifier_results":[{"name":"Verify Technical Spec File Exists","gym_name":"gym-google-drive-mcp","passed":true,"comparison_type":"equals","expected":1,"actual":1,"error":null},{"name":"Verify Alex Rodriguez Permission Updated to Writer","gym_name":"gym-google-drive-mcp","passed":true,"comparison_type":"equals","expected":1,"actual":1,"error":null},{"name":"Verify Sarah Johnson Permission Updated to Writer","gym_name":"gym-google-drive-mcp","passed":false,"comparison_type":"equals","expected":1,"actual":0,"error":null},{"name":"Verify Audit Comments Added","gym_name":"gym-google-drive-mcp","passed":true,"comparison_type":"greater_than","expected":1,"actual":5,"error":null}],"agent_ref":{"name":"enterpriseops_gym_stirrup_agent"},"_ng_task_index":1,"_ng_rollout_index":0,"_ng_environment_server":"enterpriseops_gym_environment_server","_ng_result_type":"single_agent_turn_legacy","ng_trajectory":{"schema_version":"1.0","task_id":"{'taskset': 'enterpriseops_gym', 'task_id': 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are an AI agent that will be given a specific task. You are to complete that task using the tools provided in 100 steps. You will need to call a finish tool as your last step, where you will pass your finish reason and any required final fields for that tool.\n You are not able to interact with the user during the task.\n\nFollow these instructions from the User:\nYou are a helpful Drive assistant with access to all available tools. Operate in a safe and fully authorized environment—you do not need to ask for confirmation or permission before taking action. When identifiers such as names or IDs are missing, perform exactly one lookup per entity type, verify that you are reusing correct values from previous responses, and proceed using the retrieved data. Never assume or fabricate IDs, responses, or outcomes—rely solely on verified API results. Complete each task in a single, logical, and efficient execution flow.","role":"system","type":"message","phase":null},{"content":"Please upgrade Alex Rodriguez's access on the Technical Spec file in Engineering Projects from commenter to writer, as he is now leading the technical implementation phase. After making this change, add a comment stating that Alex was promoted to writer today, mentioning the reason and that it was approved by John Smith.","role":"user","type":"message","phase":null},{"id":"msg-fdbb45ff","content":[{"annotations":[],"text":"I'll start by finding the Technical Spec file in the Engineering Projects folder.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"q\": \"name contains 'Technical Spec'\"}","call_id":"chatcmpl-tool-49081779dbd6423eb78727553c1bed7b","name":"list_files","type":"function_call","id":"fc-9852cad4","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-49081779dbd6423eb78727553c1bed7b","output":"{\n \"files\": [\n {\n \"id\": \"01JBQM3K8TGHZX9RNVQM5Y2P8R\",\n \"name\": \"Technical Spec.pdf\",\n \"mimeType\": \"application/pdf\",\n \"description\": null,\n \"fileExtension\": null,\n \"fullFileExtension\": null,\n \"originalFilename\": null,\n \"size\": \"1024000\",\n \"md5Checksum\": \"e3b0c44298fc1c149afbf4c8996fb924\",\n \"sha1Checksum\": \"da39a3ee5e6b4b0d3255bfef95601890afd80709\",\n \"sha256Checksum\": null,\n \"createdTime\": \"2024-01-15T15:15:00Z\",\n \"modifiedTime\": \"2024-01-22T14:20:00Z\",\n \"modifiedByMeTime\": null,\n \"viewedByMeTime\": \"2024-01-15T15:15:00Z\",\n \"sharedWithMeTime\": null,\n \"trashedTime\": null,\n \"starred\": true,\n \"trashed\": false,\n \"explicitlyTrashed\": false,\n \"viewedByMe\": true,\n \"modifiedByMe\": false,\n \"ownedByMe\": true,\n \"shared\": true,\n \"copyRequiresWriterPermission\": false,\n \"writersCanShare\": true,\n \"hasThumbnail\": false,\n \"thumbnailVersion\": null,\n \"thumbnailLink\": \"https://drive-thirdparty.googleusercontent.com/128/type/application/pdf\",\n \"iconLink\": \"https://ssl.gstatic.com/docs/doclist/images/icon_12_pdf_list.png\",\n \"webViewLink\": \"https://drive.google.com/file/d/01JBQM3K8TGHZX9RNVQM5Y2P8R/view\",\n \"webContentLink\": \"https://drive.google.com/uc?id=01JBQM3K8TGHZX9RNVQM5Y2P8R\",\n \"folderColorRgb\": null,\n \"contentRestricted\": false,\n \"contentRestrictionReason\": null,\n \"contentRestrictionTime\": null,\n \"ownerRestricted\": false,\n \"systemRestricted\": false,\n \"downloadRestrictedForReaders\": false,\n \"downloadRestrictedForWriters\": false,\n \"resourceKey\": null,\n \"securityUpdateEligible\": false,\n \"securityUpdateEnabled\": false,\n \"inheritedPermissionsDisabled\": false,\n \"hasAugmentedPermissions\": false,\n \"version\": \"2\",\n \"headRevisionId\": \"01JBQM3K8TGHZX9RNVQM5Y2P8W\",\n \"quotaBytesUsed\": \"1024000\",\n \"imageMediaMetadata\": null,\n \"videoMediaMetadata\": null,\n \"properties\": {\n \"version\": \"1.2\",\n \"color\": \"blue\"\n },\n \"appProperties\": null,\n \"shortcutTargetId\": null,\n \"shortcutTargetMimeType\": null,\n \"shortcutTargetResourceKey\": null,\n \"kind\": \"drive#file\",\n \"owners\": [\n {\n \"kind\": \"drive#user\",\n \"displayName\": \"John Smith\",\n \"photoLink\": \"https://example.com/photos/john.jpg\",\n \"me\": true,\n \"permissionId\": \"01JBQM3K8TGHZX9RNVQM5Y2P7W\",\n \"emailAddress\": \"john.smith@company.com\"\n }\n ],\n \"lastModifyingUser\": {\n \"kind\": \"drive#user\",\n \"displayName\": \"Mike Chen\",\n \"photoLink\": null,\n \"me\": false,\n \"permissionId\": \"01JBQM3K8TGHZX9RNVQM5Y2P7Y\",\n \"emailAddress\": \"mike.chen@company.com\"\n },\n \"driveId\": \"01JBQM3K8TGHZX9RNVQM5Y2P8B\",\n \"sharingUser\": null,\n \"trashingUser\": null,\n \"parents\": [\n \"01JBQM3K8TGHZX9RNVQM5Y2P8Q\"\n ],\n \"permissions\": null,\n \"labelInfo\": null,\n \"exportLinks\": null,\n \"spaces\": [\n \"drive\"\n ],\n \"permissionIds\": null,\n \"contentRestrictions\": null,\n \"contentHints\": null,\n \"viewersCanCopyContent\": null,\n \"isAppAuthorized\": null,\n \"teamDriveId\": null,\n \"capabilities\": null,\n \"linkShareMetadata\": null,\n \"shortcutDetails\": null,\n \"downloadRestrictions\": null\n }\n ],\n \"kind\": \"drive#fileList\",\n \"nextPageToken\": null,\n \"incompleteSearch\": false\n}","type":"function_call_output","id":null,"status":null},{"id":"msg-e8e8484f","content":[{"annotations":[],"text":"Found the Technical Spec.pdf file. Now let me check its permissions to find Alex Rodriguez's permission entry.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"fileId\": \"01JBQM3K8TGHZX9RNVQM5Y2P8R\"}","call_id":"chatcmpl-tool-a3162420ffc646cb97fdc7c6206f37e0","name":"list_permission","type":"function_call","id":"fc-ab28ad6f","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-a3162420ffc646cb97fdc7c6206f37e0","output":"{\n \"success\": true,\n \"data\": {\n \"kind\": \"drive#permissionList\",\n \"permissions\": [\n {\n \"kind\": \"drive#permission\",\n \"id\": \"01JBQM3K8TGHZX9RNVQM5Y2P91\",\n \"type\": \"group\",\n \"role\": \"writer\",\n \"allowFileDiscovery\": false,\n \"permissionDetails\": [],\n \"emailAddress\": \"engineering@company.com\",\n \"displayName\": \"Engineering Team\",\n \"deleted\": false,\n \"view\": \"published\"\n },\n {\n \"kind\": \"drive#permission\",\n \"id\": \"01JBQM3K8TGHZX9RNVQM5Y2P90\",\n \"type\": \"user\",\n \"role\": \"owner\",\n \"allowFileDiscovery\": false,\n \"permissionDetails\": [],\n \"emailAddress\": \"john.smith@company.com\",\n \"displayName\": \"John Smith\",\n \"photoLink\": \"https://example.com/photos/john.jpg\",\n \"deleted\": false,\n \"view\": \"published\"\n },\n {\n \"kind\": \"drive#permission\",\n \"id\": \"01JBQM3K8TGHZX9RNVQM5Y2P95\",\n \"type\": \"user\",\n \"role\": \"commenter\",\n \"allowFileDiscovery\": false,\n \"permissionDetails\": [],\n \"emailAddress\": \"alex.rodriguez@company.com\",\n \"displayName\": \"Alex Rodriguez\",\n \"photoLink\": \"https://example.com/photos/alex.jpg\",\n \"deleted\": false,\n \"view\": \"published\"\n }\n ]\n },\n \"status\": \"success\",\n \"message\": \"Permissions listed successfully\"\n}","type":"function_call_output","id":null,"status":null},{"id":"msg-2f083e9d","content":[{"annotations":[],"text":"I found Alex Rodriguez's permission (commenter role). Now I'll upgrade it to writer.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"fileId\": \"01JBQM3K8TGHZX9RNVQM5Y2P8R\", \"permissionId\": \"01JBQM3K8TGHZX9RNVQM5Y2P95\", \"role\": \"writer\"}","call_id":"chatcmpl-tool-1510e0281644467dbb3ae5cd6fae90c0","name":"update_permission","type":"function_call","id":"fc-fe2d5daf","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-1510e0281644467dbb3ae5cd6fae90c0","output":"{\n \"success\": true,\n \"data\": {\n \"kind\": \"drive#permission\",\n \"id\": \"01JBQM3K8TGHZX9RNVQM5Y2P95\",\n \"type\": \"user\",\n \"role\": \"writer\",\n \"allowFileDiscovery\": false,\n \"permissionDetails\": [],\n \"emailAddress\": \"alex.rodriguez@company.com\",\n \"displayName\": \"Alex Rodriguez\",\n \"photoLink\": \"https://example.com/photos/alex.jpg\",\n \"deleted\": false,\n \"view\": \"published\"\n },\n \"status\": \"success\",\n \"message\": \"Permission updated successfully\"\n}","type":"function_call_output","id":null,"status":null},{"id":"msg-4a83e0e9","content":[{"annotations":[],"text":"Alex's permission was successfully upgraded to writer. Now I'll add the comment documenting the change.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"content\": \"Alex Rodriguez was promoted from commenter to writer on this Technical Spec today. He is now leading the technical implementation phase and requires write access to fulfill this role. This change was approved by John Smith.\", \"fileId\": \"01JBQM3K8TGHZX9RNVQM5Y2P8R\"}","call_id":"chatcmpl-tool-61f897dce513427eac89130896a8d513","name":"create_comments","type":"function_call","id":"fc-4a079210","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-61f897dce513427eac89130896a8d513","output":"{\n \"success\": true,\n \"status_code\": 200,\n \"data\": {\n \"id\": \"385b4ef2-cb39-43fe-aa6b-53e970101f4f\",\n \"content\": \"Alex Rodriguez was promoted from commenter to writer on this Technical Spec today. He is now leading the technical implementation phase and requires write access to fulfill this role. This change was approved by John Smith.\",\n \"author\": {\n \"kind\": \"drive#user\",\n \"me\": true,\n \"displayName\": \"John Smith\",\n \"photoLink\": \"https://example.com/photos/john.jpg\"\n },\n \"createdTime\": \"2026-10-23T16:41:20.041762Z\",\n \"modifiedTime\": \"2026-10-23T16:41:20.041763Z\",\n \"resolved\": false,\n \"deleted\": false,\n \"anchor\": null,\n \"htmlContent\": \"

Alex Rodriguez was promoted from commenter to writer on this Technical Spec today. He is now leading the technical implementation phase and requires write access to fulfill this role. This change was approved by John Smith.

\",\n \"quotedFileContent\": null,\n \"kind\": \"drive#comment\",\n \"replies\": [],\n \"mentionedEmailAddresses\": [],\n \"assigneeEmailAddress\": null\n }\n}","type":"function_call_output","id":null,"status":null},{"id":"msg-d51d01a9","content":[{"annotations":[],"text":"Both tasks completed successfully:\n\n1. **Permission upgrade**: Alex Rodriguez's (alex.rodriguez@company.com) access on **Technical Spec.pdf** was upgraded from **commenter → writer** (permission ID: 01JBQM3K8TGHZX9RNVQM5Y2P95).\n\n2. **Comment added**: A comment was posted on the file stating that Alex was promoted to writer today, that he is leading the technical implementation phase, and that the change was approved by John Smith.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"paths\": [\"01JBQM3K8TGHZX9RNVQM5Y2P8R\"], \"reason\": \"Successfully upgraded Alex Rodriguez's permission on Technical Spec.pdf from commenter to writer, and added a comment documenting the promotion, the reason (leading the technical implementation phase), and that it was approved by John Smith.\"}","call_id":"chatcmpl-tool-a8afe0a8b15a45d9957fe613391a2f84","name":"finish","type":"function_call","id":"fc-2aa4d876","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-a8afe0a8b15a45d9957fe613391a2f84","output":"Successfully upgraded Alex Rodriguez's permission on Technical Spec.pdf from commenter to writer, and added a comment documenting the promotion, the reason (leading the technical implementation phase), and that it was approved by John Smith.","type":"function_call_output","id":null,"status":null}]}],"turns":[],"model_calls":[],"tool_calls":[{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-49081779dbd6423eb78727553c1bed7b","sandbox_id":null,"tool_name":"list_files","started_at":1792773640.030664,"completed_at":1792773640.4354355,"duration_ms":404.7715160995722,"timing_source":"harness","status":"completed","error_type":null,"output":"{\n \"files\": [\n {\n \"id\": \"01JBQM3K8TGHZX9RNVQM5Y2P8R\",\n \"name\": \"Technical Spec.pdf\",\n \"mimeType\": \"application/pdf\",\n \"description\": null,\n \"fileExtension\": null,\n \"fullFileExtension\": null,\n \"originalFilename\": null,\n \"size\": \"1024000\",\n \"md5Checksum\": \"e3b0c44298fc1c149afbf4c8996fb924\",\n \"sha1Checksum\": \"da39a3ee5e6b4b0d3255bfef95601890afd80709\",\n \"sha256Checksum\": null,\n \"createdTime\": \"2024-01-15T15:15:00Z\",\n \"modifiedTime\": \"2024-01-22T14:20:00Z\",\n \"modifiedByMeTime\": null,\n \"viewedByMeTime\": 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\"downloadRestrictedForWriters\": false,\n \"resourceKey\": null,\n \"securityUpdateEligible\": false,\n \"securityUpdateEnabled\": false,\n \"inheritedPermissionsDisabled\": false,\n \"hasAugmentedPermissions\": false,\n \"version\": \"2\",\n \"headRevisionId\": \"01JBQM3K8TGHZX9RNVQM5Y2P8W\",\n \"quotaBytesUsed\": \"1024000\",\n \"imageMediaMetadata\": null,\n \"videoMediaMetadata\": null,\n \"properties\": {\n \"version\": \"1.2\",\n \"color\": \"blue\"\n },\n \"appProperties\": null,\n \"shortcutTargetId\": null,\n \"shortcutTargetMimeType\": null,\n \"shortcutTargetResourceKey\": null,\n \"kind\": \"drive#file\",\n \"owners\": [\n {\n \"kind\": \"drive#user\",\n \"displayName\": \"John Smith\",\n \"photoLink\": \"https://example.com/photos/john.jpg\",\n \"me\": true,\n \"permissionId\": \"01JBQM3K8TGHZX9RNVQM5Y2P7W\",\n \"emailAddress\": \"john.smith@company.com\"\n }\n ],\n \"lastModifyingUser\": {\n \"kind\": \"drive#user\",\n \"displayName\": \"Mike Chen\",\n \"photoLink\": null,\n \"me\": false,\n \"permissionId\": \"01JBQM3K8TGHZX9RNVQM5Y2P7Y\",\n \"emailAddress\": \"mike.chen@company.com\"\n },\n \"driveId\": \"01JBQM3K8TGHZX9RNVQM5Y2P8B\",\n \"sharingUser\": null,\n \"trashingUser\": null,\n \"parents\": [\n \"01JBQM3K8TGHZX9RNVQM5Y2P8Q\"\n ],\n \"permissions\": null,\n \"labelInfo\": null,\n \"exportLinks\": null,\n \"spaces\": [\n \"drive\"\n ],\n \"permissionIds\": null,\n \"contentRestrictions\": null,\n \"contentHints\": null,\n \"viewersCanCopyContent\": null,\n \"isAppAuthorized\": null,\n \"teamDriveId\": null,\n \"capabilities\": null,\n \"linkShareMetadata\": null,\n \"shortcutDetails\": null,\n \"downloadRestrictions\": null\n }\n ],\n \"kind\": \"drive#fileList\",\n \"nextPageToken\": null,\n \"incompleteSearch\": false\n}"},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-a3162420ffc646cb97fdc7c6206f37e0","sandbox_id":null,"tool_name":"list_permission","started_at":1792773672.2891111,"completed_at":1792773675.0450242,"duration_ms":2755.913089029491,"timing_source":"harness","status":"completed","error_type":null,"output":"{\n \"success\": true,\n \"data\": {\n \"kind\": \"drive#permissionList\",\n \"permissions\": [\n {\n \"kind\": \"drive#permission\",\n \"id\": \"01JBQM3K8TGHZX9RNVQM5Y2P91\",\n \"type\": \"group\",\n \"role\": \"writer\",\n \"allowFileDiscovery\": false,\n \"permissionDetails\": [],\n \"emailAddress\": \"engineering@company.com\",\n \"displayName\": \"Engineering Team\",\n \"deleted\": false,\n \"view\": \"published\"\n },\n {\n \"kind\": \"drive#permission\",\n \"id\": \"01JBQM3K8TGHZX9RNVQM5Y2P90\",\n \"type\": \"user\",\n \"role\": \"owner\",\n \"allowFileDiscovery\": false,\n \"permissionDetails\": [],\n \"emailAddress\": \"john.smith@company.com\",\n \"displayName\": \"John Smith\",\n \"photoLink\": \"https://example.com/photos/john.jpg\",\n \"deleted\": false,\n \"view\": \"published\"\n },\n {\n \"kind\": \"drive#permission\",\n \"id\": \"01JBQM3K8TGHZX9RNVQM5Y2P95\",\n \"type\": \"user\",\n \"role\": \"commenter\",\n \"allowFileDiscovery\": false,\n \"permissionDetails\": [],\n \"emailAddress\": \"alex.rodriguez@company.com\",\n \"displayName\": \"Alex Rodriguez\",\n \"photoLink\": \"https://example.com/photos/alex.jpg\",\n \"deleted\": false,\n \"view\": \"published\"\n }\n ]\n },\n \"status\": \"success\",\n \"message\": \"Permissions listed successfully\"\n}"},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-1510e0281644467dbb3ae5cd6fae90c0","sandbox_id":null,"tool_name":"update_permission","started_at":1792773676.1423361,"completed_at":1792773676.3196552,"duration_ms":177.31884005479515,"timing_source":"harness","status":"completed","error_type":null,"output":"{\n \"success\": true,\n \"data\": {\n \"kind\": \"drive#permission\",\n \"id\": \"01JBQM3K8TGHZX9RNVQM5Y2P95\",\n \"type\": \"user\",\n \"role\": \"writer\",\n \"allowFileDiscovery\": false,\n \"permissionDetails\": [],\n \"emailAddress\": \"alex.rodriguez@company.com\",\n \"displayName\": \"Alex Rodriguez\",\n \"photoLink\": \"https://example.com/photos/alex.jpg\",\n \"deleted\": false,\n \"view\": \"published\"\n },\n \"status\": \"success\",\n \"message\": \"Permission updated successfully\"\n}"},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-61f897dce513427eac89130896a8d513","sandbox_id":null,"tool_name":"create_comments","started_at":1792773679.9459255,"completed_at":1792773680.12277,"duration_ms":176.8446050118655,"timing_source":"harness","status":"completed","error_type":null,"output":"{\n \"success\": true,\n \"status_code\": 200,\n \"data\": {\n \"id\": \"385b4ef2-cb39-43fe-aa6b-53e970101f4f\",\n \"content\": \"Alex Rodriguez was promoted from commenter to writer on this Technical Spec today. He is now leading the technical implementation phase and requires write access to fulfill this role. This change was approved by John Smith.\",\n \"author\": {\n \"kind\": \"drive#user\",\n \"me\": true,\n \"displayName\": \"John Smith\",\n \"photoLink\": \"https://example.com/photos/john.jpg\"\n },\n \"createdTime\": \"2026-10-23T16:41:20.041762Z\",\n \"modifiedTime\": \"2026-10-23T16:41:20.041763Z\",\n \"resolved\": false,\n \"deleted\": false,\n \"anchor\": null,\n \"htmlContent\": \"

Alex Rodriguez was promoted from commenter to writer on this Technical Spec today. He is now leading the technical implementation phase and requires write access to fulfill this role. This change was approved by John Smith.

\",\n \"quotedFileContent\": null,\n \"kind\": \"drive#comment\",\n \"replies\": [],\n \"mentionedEmailAddresses\": [],\n \"assigneeEmailAddress\": null\n }\n}"},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-a8afe0a8b15a45d9957fe613391a2f84","sandbox_id":null,"tool_name":"finish","started_at":1792773684.487813,"completed_at":1792773684.4878569,"duration_ms":0.04377705045044422,"timing_source":"harness","status":"completed","error_type":null,"output":"Successfully upgraded Alex Rodriguez's permission on Technical Spec.pdf from commenter to writer, and added a comment documenting the promotion, the reason (leading the technical implementation phase), and that it was approved by John Smith."}],"gaps":[{"code":"model_calls_unavailable","invocation_id":null,"detail":null},{"code":"turns_unavailable","invocation_id":null,"detail":null}]}} +{"responses_create_params":{"background":null,"include":null,"input":[{"content":"# **ITSM Assistant Policy**\n**Role:** ITSM Assistant (IT Service Management)\n**Mandate:** Ensure the efficient, secure, and controlled delivery of IT services by managing the full lifecycle of Incidents, Service Requests, Changes, Problems, and Configuration Items (CIs) in strict accordance with defined policies and best practices.\nFirst you must check the user information and operate exclusively based on **confirmed user roles**, **verified record relationships**, and **ITIL/database integrity rules**. You are strictly prohibited from assuming data, executing ambiguous commands, bypassing mandatory approvals, or violating audit and compliance requirements.\n---\n## **1. General Operational Instructions and Constraints**\n* **Policy Violation:** If a user request violates any rule herein, you **must halt the operation** and provide the specific policy reason before pausing.\n* **Atomic Operations:** Perform **one validated operation at a time**, except when using approved batch endpoints. Do not allow a request to proceed if it requires data that is missing or the current record state prevents the action.\n* **Knowledge Scope:** Do not disclose information that is outside the authenticated user's access scope.\n* **User Clarification:** Do not ask for further information. If the request is ambiguous, return the list and state the ambiguity. If a mandatory field is missing, state which field is required.\n* **Mandatory Fields:** Any request to create or update a record must validate all mandatory fields.\n* You do not need to ask for confirmation or permission before taking action.\n* When identifiers such as names or IDs are missing, perform lookups, verify that you are reusing correct values from previous responses, and proceed using the retrieved data.\n* Never assume or fabricate IDs, responses, or outcomes — rely solely on verified API results. The same is the case of optional or default arguments.\n* Complete each task in a logical, and efficient execution flow.\n---\n## **2. Roles & Responsibilities and Access Scope**\n*(Roles renamed and permissions corrected to align with DB/Tool data: `ITIL Agent` → `Agent`, `End User` → `Reporter`. Permissions for `Agent` and `Manager` corrected.)*\nAccess rights are defined by roles and grant granular control across tables.\n| Role (DB ID) | Primary Responsibility | Core Capabilities | Critical Restrictions |\n| :--- | :--- | :--- | :--- |\n| **Administrator** (`admin`) | System Configuration & Integrity | Full CRUD (Create, Read, Update, Delete) access across all tables. |\n| **Manager** (`manager`) | Supervision, Escalation, Approvals | Full CRUD on operational tables (`incident`, `problem`, `change`, `knowledge`); READ access to all the tables. Can **reassign** incidents/requests. Can **approve/reject** Change Requests. Monitors SLAs and escalations. |\n| **Agent** (`agent`) | Frontline Incident/Request fulfillment | **Full CRUD** on **Incidents, Service Requests, Tasks, Work Notes, CMDB, Change, Problem, and Knowledge**. READ access to all the tables. Can update assignment, state, and resolution. | Cannot bypass approvals, or change system administration settings. |\n| **Reporter** (`reporter`) | IT Service Consumption | Can view and update **their own submitted Incidents/Requests**. Can search **Public Knowledge** articles. | Cannot view or modify records opened by other users, CMDB, or internal work notes. |\n---\n## **3. Core Operations: Incident Management**\n### **3.1. Incident Registration**\n* **Creation:** To log any issue/interrupted service, create an **Incident** record(create_incident).\n* **Mandatory Inputs:** `opened_by` (user submitting), `caller_id` (user affected), `short_description`, `impact`, and `urgency`.\n* **Priority Calculation:** Priority (`critical`, `high`, `moderate`, `low`, `planning`) is determined automatically by the system based on a below pre-defined matrix of **Impact x Urgency**.\n| Impact | Urgency | Priority |\n| --- | --- | --- |\n| low | low | planning |\n| low | medium | low |\n| low | high | moderate |\n| medium | low | low |\n| medium | medium | moderate |\n| medium | high | high |\n| high | low | moderate |\n| high | medium | high |\n| high | high | critical |\n* **Default Status:** All new Incidents are set to `status = new`.\n### **3.2. Incident Assignment**\n* **Constraints:** `assigned_to` must be an **active** user with the `Agent` or `Manager` role and must be a member of the specified `assignment_group`.\n### **3.3. Incident Lifecycle and Closure**\n* **Valid Status Transitions:**\n* `new` → `in_progress` / `on_hold` / `resolved`\n* `in_progress` → `on_hold` / `resolved`\n* `on_hold` → `in_progress` (Must log `on_hold_reason` before transition)\n* `resolved` → `closed` / 'in_progress'\n* **Resolution Requirement:** An Incident cannot transition to `resolved` without mandatory fields: `resolution_code`, and `resolution_notes` (free-form text, max 2000 chars).\n* **Closure Policy:** The incidents that are in `resolved` status will transition to `closed` after 72 hours.\n---\n## **4. Core Operations: Change and Problem Management**\n### **4.1. Change Management**\n* **Creation:** All changes must originate from a **Change Request** record.\n* **Default Status:** All new Changes are set to `status = new`.\n* **Change Types (Enumeration):** `standard` (pre-approved, low risk), `normal` (requires planning/approval), `emergency` (requires immediate CAB approval override).\n### **4.2. Problem Management**\n* **Trigger:** A Problem must be created (`create_problem`) when a recurring incident pattern or a major incident is identified.\n* **Linking:** The Problem record **must** link all affected Incidents via the `incident_to_problem` related list.\n* **Default Status:** All new Problems are set to `status = new`.\n* **Workaround:** If workaround/temporary solution found, update workaround field and set status=`fix_in_progress`. The `workaround_notes` **must** be published to the linked Incidents and relevant Knowledge Articles.\n* **Final Status:** A Problem transitions to `closed` only after the permanent fix has been successfully implemented via a linked `normal` or `emergency` Change Request.\n* **Priority Calculation:** Priority (`critical`, `high`, `moderate`, `low`, `planning`) is determined automatically by the system based on a below pre-defined matrix of **Impact x Urgency**.\n| Impact | Urgency | Priority |\n| --- | --- | --- |\n| low | low | planning |\n| low | medium | low |\n| low | high | moderate |\n| medium | low | low |\n| medium | medium | moderate |\n| medium | high | high |\n| high | low | moderate |\n| high | medium | high |\n| high | high | critical |\n---\n## **5. Configuration and Service Management (CMDB)**\n### **5.1. Configuration Item (CI) Integrity**\n* **Table:** All IT assets must be recorded in the `configuration_item` table.\n* **CI Status:** Only CIs with `status = in_use` or `status = maintenance` can be linked to active Incidents. Do not link CIs in `status = retired` or `status = disposed`.\n* **CI Owner:** All CIs must have a recorded `owner_id`.\n---\n## **6. Service Level Management (SLA)**\n* **SLA Application:** SLAs are automatically aligned based on `priority` linked to the incident.\n* **Metric:** Metrics tracked are limited to `target_mins`.\n* **SLA Pause:** The SLA timer **must** be paused (`stage = paused`) when the Incident is in `stage = on_hold` and the `on_hold_reason` is one of the following enumerations: `Awaiting Change`, `Awaiting Caller`, or `Awaiting Problem`.\n* **Breach:** If the SLA exceeds its duration (`stage = breached`), the `escalation` flag on the Incident **must** be set to true, and an automatic notification sent to the `Manager`.\n---\n## **7. Knowledge Management**\n* **Article Status:** Only articles in `knowledge.state = published` are searchable by the `Reporter` role.\n* **Search Policy:** When an Incident is created, a search for relevant knowledge must be performed, and matching articles linked as `used_as = suggested`.\n* **Use Tracking:** All knowledge links must track `used_as` type: `suggested`, `applied`, or `resolution`.\n---\n## **8. Validation, Error Handling, and Logging**\n### **8.1. Data Integrity Checks**\n* **User Status:** Ensure any user being assigned to (`assigned_to`) or updated is `users.active = true`.\n* **Referential Integrity:** Before closing any record, verify that all mandatory dependencies are satisfied.\n* **Time Tracking:** All work logs must include the timestamp (`created_on`) and the `user_id` performing the action.\n### **8.2. Error Handling**\n* **403 Forbidden:** Permission denied (user role lacks authority for the operation).\n* **409 Conflict:** Record locking or state conflict.\n* **Rate Limiting:** If exceeded, pause and retry using **Exponential Backoff**.\n---\n## **9. Predefined Lists (Enumerations)**\n| Table.Field | Allowed Values |\n| :--- | :--- |\n| **users.role** | `admin`, `manager`, `agent`, `reporter` |\n| **incident.priority** | `critical`, `high`, `moderate`, `low`, `planning` |\n| **incident.impact** | `high`, `medium`, `low` |\n| **incident.urgency** | `high`, `medium`, `low` |\n| **incident.status** | `new`, `in_progress`, `on_hold`, `resolved`, `closed` |\n| **incident.on_hold_reason** | `Awaiting Change`, `Awaiting Caller`, `Awaiting Problem` |\n| **incident.resolution_code** | `fixed`, `workaround`, `not_reproducible`, `closed_by_caller` |\n| **change_request.type** | `standard`, `normal`, `emergency` |\n| **change_request.status** | `new`, `assess`, `authorize`, `scheduled`, `implement`, `review`, `closed`, `canceled` |\n| **configuration_item.status** | `in_use`, `in_stock`, `maintenance`, `retired`, `disposed` |\n| **kb_knowledge.state** | `draft`, `review`, `published`, `retired` |\n| **incident_sla.stage** | `in_progress`, `paused`, `completed`, `cancelled`, `breached` |","role":"system","type":"message","phase":null},{"content":"Please review all currently open incidents assigned to the group named Level 1 Support Team that were opened before 20 February 2024 and treat them as requiring the same level of attention as top-priority work. Send alerts to the users currently assigned to these incidents using the subject Priority Escalation for Aging Incidents, and make it clear in the message that the incident has been escalated as top-priority work due to how long it has remained unresolved, briefly reminding the assignee what the case is about by referencing its incident summary and also stating the date in which this incident was created, and emphasizing that this work should now be handled ahead of other tasks and driven to resolution as quickly as possible.","role":"user","type":"message","phase":null}],"instructions":null,"max_output_tokens":null,"max_tool_calls":null,"metadata":null,"model":null,"parallel_tool_calls":true,"previous_response_id":null,"prompt":null,"reasoning":null,"service_tier":null,"store":null,"context_management":null,"conversation":null,"moderation":null,"prompt_cache_key":null,"prompt_cache_retention":null,"safety_identifier":null,"stream_options":null,"temperature":null,"text":null,"tool_choice":"auto","tools":[{"name":"get_user","parameters":{"type":"object","properties":{"user_id":{"type":"string","description":"User's unique identifier (String, max 32 characters)"}},"required":["user_id"]},"strict":false,"type":"function","description":"Retrieve a user by their user ID.\n \n Use this tool to find a specific user using their unique user_id identifier.\n \n Authentication Requirements:\n - x-itsm-user-token: Optional user authentication token. Validates the requester's identity.\n - API returns 401 Unauthorized if provided token is invalid.\n \n Parameters:\n - user_id (required): User's unique identifier (format: USER_001, USER_002, etc.)\n \n Returns a single user object if found, or an error if the user doesn't exist."},{"name":"list_user_groups","parameters":{"type":"object","properties":{"group_id":{"type":"string","description":"Filter by group ID (exact match)","default":""},"name":{"type":"string","description":"Filter by group name (partial match)","default":""},"active":{"type":"boolean","description":"Filter by active status"},"type":{"type":"string","description":"Filter by group type","enum":["IT Support","Service Desk","Field Support Technicians","Infrastructure Problem Team"]},"created_after":{"type":"string","description":"Filter groups created after this date (ISO 8601 format)","default":""},"created_before":{"type":"string","description":"Filter groups created before this date (ISO 8601 format)","default":""}},"additionalProperties":false},"strict":false,"type":"function","description":"List user groups with optional filters. Returns all user groups or filtered results based on provided criteria. Requires x-itsm-user-token for authentication requirements. Returns 401 Unauthorized if token is invalid or missing. Response includes sys_* audit fields."},{"name":"get_incidents_assigned_to","parameters":{"type":"object","properties":{"assignment_group":{"type":["string","null"],"description":"Group ID to filter incidents by"},"assigned_to":{"type":["string","null"],"description":"User ID to filter incidents by"}},"required":[]},"strict":false,"type":"function","description":"Find incidents that are assigned to a particular group or to a user.\n \n Use this tool to retrieve incidents assigned to a specific user or group.\n \n Note: This tool requires incident CRUD permissions. Reporter roles do not have access\n to this tool, and agent roles must have write permissions to incidents.\n \n Parameters:\n - assignment_group (optional): Group ID to filter by\n - assigned_to (optional): User ID to filter by\n \n Returns a list of incident objects assigned to the specified group or user."},{"name":"send_notification","parameters":{"type":"object","properties":{"incident_id":{"type":"string","description":"ID of the associated incident"},"email":{"type":"string","description":"Email address for notification delivery"},"type":{"type":"string","description":"Type of notification","enum":["alert","update","reminder","report","solution_proposal","other"]},"status":{"type":"string","description":"Status of notification","enum":["queued","sent","delivered","opened","failed"],"default":"queued"},"subject":{"type":"string","description":"Subject of the notification"},"message":{"type":"string","description":"Message content of the notification"}},"required":["incident_id","email"]},"strict":false,"type":"function","description":"Create and send a new notification.\n \n Use this tool to create a new notification associated with an incident.\n \n Parameters:\n - incident_id (required): ID of the associated incident\n - email (required): Email address for notification delivery\n - type (optional): Type of notification (alert, update, reminder, report, solution_proposal, other)\n - status (optional): Status of notification (queued, sent, delivered, opened, failed)\n - subject (optional): Subject of the notification\n - message (optional): Message content of the notification\n \n Returns the created notification object."}],"top_logprobs":null,"top_p":null,"truncation":null,"user":null,"stream":null},"response":{"id":"stirrup-4-0","created_at":1792773710.0,"error":null,"incomplete_details":null,"instructions":null,"metadata":{"elapsed_seconds":"65.34421348571777"},"model":"default","object":"response","output":[{"content":"You are an AI agent that will be given a specific task. You are to complete that task using the tools provided in 100 steps. You will need to call a finish tool as your last step, where you will pass your finish reason and any required final fields for that tool.\n You are not able to interact with the user during the task.\n\nFollow these instructions from the User:\n# **ITSM Assistant Policy**\n**Role:** ITSM Assistant (IT Service Management)\n**Mandate:** Ensure the efficient, secure, and controlled delivery of IT services by managing the full lifecycle of Incidents, Service Requests, Changes, Problems, and Configuration Items (CIs) in strict accordance with defined policies and best practices.\nFirst you must check the user information and operate exclusively based on **confirmed user roles**, **verified record relationships**, and **ITIL/database integrity rules**. You are strictly prohibited from assuming data, executing ambiguous commands, bypassing mandatory approvals, or violating audit and compliance requirements.\n---\n## **1. General Operational Instructions and Constraints**\n* **Policy Violation:** If a user request violates any rule herein, you **must halt the operation** and provide the specific policy reason before pausing.\n* **Atomic Operations:** Perform **one validated operation at a time**, except when using approved batch endpoints. Do not allow a request to proceed if it requires data that is missing or the current record state prevents the action.\n* **Knowledge Scope:** Do not disclose information that is outside the authenticated user's access scope.\n* **User Clarification:** Do not ask for further information. If the request is ambiguous, return the list and state the ambiguity. If a mandatory field is missing, state which field is required.\n* **Mandatory Fields:** Any request to create or update a record must validate all mandatory fields.\n* You do not need to ask for confirmation or permission before taking action.\n* When identifiers such as names or IDs are missing, perform lookups, verify that you are reusing correct values from previous responses, and proceed using the retrieved data.\n* Never assume or fabricate IDs, responses, or outcomes — rely solely on verified API results. The same is the case of optional or default arguments.\n* Complete each task in a logical, and efficient execution flow.\n---\n## **2. Roles & Responsibilities and Access Scope**\n*(Roles renamed and permissions corrected to align with DB/Tool data: `ITIL Agent` → `Agent`, `End User` → `Reporter`. Permissions for `Agent` and `Manager` corrected.)*\nAccess rights are defined by roles and grant granular control across tables.\n| Role (DB ID) | Primary Responsibility | Core Capabilities | Critical Restrictions |\n| :--- | :--- | :--- | :--- |\n| **Administrator** (`admin`) | System Configuration & Integrity | Full CRUD (Create, Read, Update, Delete) access across all tables. |\n| **Manager** (`manager`) | Supervision, Escalation, Approvals | Full CRUD on operational tables (`incident`, `problem`, `change`, `knowledge`); READ access to all the tables. Can **reassign** incidents/requests. Can **approve/reject** Change Requests. Monitors SLAs and escalations. |\n| **Agent** (`agent`) | Frontline Incident/Request fulfillment | **Full CRUD** on **Incidents, Service Requests, Tasks, Work Notes, CMDB, Change, Problem, and Knowledge**. READ access to all the tables. Can update assignment, state, and resolution. | Cannot bypass approvals, or change system administration settings. |\n| **Reporter** (`reporter`) | IT Service Consumption | Can view and update **their own submitted Incidents/Requests**. Can search **Public Knowledge** articles. | Cannot view or modify records opened by other users, CMDB, or internal work notes. |\n---\n## **3. Core Operations: Incident Management**\n### **3.1. Incident Registration**\n* **Creation:** To log any issue/interrupted service, create an **Incident** record(create_incident).\n* **Mandatory Inputs:** `opened_by` (user submitting), `caller_id` (user affected), `short_description`, `impact`, and `urgency`.\n* **Priority Calculation:** Priority (`critical`, `high`, `moderate`, `low`, `planning`) is determined automatically by the system based on a below pre-defined matrix of **Impact x Urgency**.\n| Impact | Urgency | Priority |\n| --- | --- | --- |\n| low | low | planning |\n| low | medium | low |\n| low | high | moderate |\n| medium | low | low |\n| medium | medium | moderate |\n| medium | high | high |\n| high | low | moderate |\n| high | medium | high |\n| high | high | critical |\n* **Default Status:** All new Incidents are set to `status = new`.\n### **3.2. Incident Assignment**\n* **Constraints:** `assigned_to` must be an **active** user with the `Agent` or `Manager` role and must be a member of the specified `assignment_group`.\n### **3.3. Incident Lifecycle and Closure**\n* **Valid Status Transitions:**\n* `new` → `in_progress` / `on_hold` / `resolved`\n* `in_progress` → `on_hold` / `resolved`\n* `on_hold` → `in_progress` (Must log `on_hold_reason` before transition)\n* `resolved` → `closed` / 'in_progress'\n* **Resolution Requirement:** An Incident cannot transition to `resolved` without mandatory fields: `resolution_code`, and `resolution_notes` (free-form text, max 2000 chars).\n* **Closure Policy:** The incidents that are in `resolved` status will transition to `closed` after 72 hours.\n---\n## **4. Core Operations: Change and Problem Management**\n### **4.1. Change Management**\n* **Creation:** All changes must originate from a **Change Request** record.\n* **Default Status:** All new Changes are set to `status = new`.\n* **Change Types (Enumeration):** `standard` (pre-approved, low risk), `normal` (requires planning/approval), `emergency` (requires immediate CAB approval override).\n### **4.2. Problem Management**\n* **Trigger:** A Problem must be created (`create_problem`) when a recurring incident pattern or a major incident is identified.\n* **Linking:** The Problem record **must** link all affected Incidents via the `incident_to_problem` related list.\n* **Default Status:** All new Problems are set to `status = new`.\n* **Workaround:** If workaround/temporary solution found, update workaround field and set status=`fix_in_progress`. The `workaround_notes` **must** be published to the linked Incidents and relevant Knowledge Articles.\n* **Final Status:** A Problem transitions to `closed` only after the permanent fix has been successfully implemented via a linked `normal` or `emergency` Change Request.\n* **Priority Calculation:** Priority (`critical`, `high`, `moderate`, `low`, `planning`) is determined automatically by the system based on a below pre-defined matrix of **Impact x Urgency**.\n| Impact | Urgency | Priority |\n| --- | --- | --- |\n| low | low | planning |\n| low | medium | low |\n| low | high | moderate |\n| medium | low | low |\n| medium | medium | moderate |\n| medium | high | high |\n| high | low | moderate |\n| high | medium | high |\n| high | high | critical |\n---\n## **5. Configuration and Service Management (CMDB)**\n### **5.1. Configuration Item (CI) Integrity**\n* **Table:** All IT assets must be recorded in the `configuration_item` table.\n* **CI Status:** Only CIs with `status = in_use` or `status = maintenance` can be linked to active Incidents. Do not link CIs in `status = retired` or `status = disposed`.\n* **CI Owner:** All CIs must have a recorded `owner_id`.\n---\n## **6. Service Level Management (SLA)**\n* **SLA Application:** SLAs are automatically aligned based on `priority` linked to the incident.\n* **Metric:** Metrics tracked are limited to `target_mins`.\n* **SLA Pause:** The SLA timer **must** be paused (`stage = paused`) when the Incident is in `stage = on_hold` and the `on_hold_reason` is one of the following enumerations: `Awaiting Change`, `Awaiting Caller`, or `Awaiting Problem`.\n* **Breach:** If the SLA exceeds its duration (`stage = breached`), the `escalation` flag on the Incident **must** be set to true, and an automatic notification sent to the `Manager`.\n---\n## **7. Knowledge Management**\n* **Article Status:** Only articles in `knowledge.state = published` are searchable by the `Reporter` role.\n* **Search Policy:** When an Incident is created, a search for relevant knowledge must be performed, and matching articles linked as `used_as = suggested`.\n* **Use Tracking:** All knowledge links must track `used_as` type: `suggested`, `applied`, or `resolution`.\n---\n## **8. Validation, Error Handling, and Logging**\n### **8.1. Data Integrity Checks**\n* **User Status:** Ensure any user being assigned to (`assigned_to`) or updated is `users.active = true`.\n* **Referential Integrity:** Before closing any record, verify that all mandatory dependencies are satisfied.\n* **Time Tracking:** All work logs must include the timestamp (`created_on`) and the `user_id` performing the action.\n### **8.2. Error Handling**\n* **403 Forbidden:** Permission denied (user role lacks authority for the operation).\n* **409 Conflict:** Record locking or state conflict.\n* **Rate Limiting:** If exceeded, pause and retry using **Exponential Backoff**.\n---\n## **9. Predefined Lists (Enumerations)**\n| Table.Field | Allowed Values |\n| :--- | :--- |\n| **users.role** | `admin`, `manager`, `agent`, `reporter` |\n| **incident.priority** | `critical`, `high`, `moderate`, `low`, `planning` |\n| **incident.impact** | `high`, `medium`, `low` |\n| **incident.urgency** | `high`, `medium`, `low` |\n| **incident.status** | `new`, `in_progress`, `on_hold`, `resolved`, `closed` |\n| **incident.on_hold_reason** | `Awaiting Change`, `Awaiting Caller`, `Awaiting Problem` |\n| **incident.resolution_code** | `fixed`, `workaround`, `not_reproducible`, `closed_by_caller` |\n| **change_request.type** | `standard`, `normal`, `emergency` |\n| **change_request.status** | `new`, `assess`, `authorize`, `scheduled`, `implement`, `review`, `closed`, `canceled` |\n| **configuration_item.status** | `in_use`, `in_stock`, `maintenance`, `retired`, `disposed` |\n| **kb_knowledge.state** | `draft`, `review`, `published`, `retired` |\n| **incident_sla.stage** | `in_progress`, `paused`, `completed`, `cancelled`, `breached` |","role":"system","type":"message","phase":null},{"content":"Please review all currently open incidents assigned to the group named Level 1 Support Team that were opened before 20 February 2024 and treat them as requiring the same level of attention as top-priority work. Send alerts to the users currently assigned to these incidents using the subject Priority Escalation for Aging Incidents, and make it clear in the message that the incident has been escalated as top-priority work due to how long it has remained unresolved, briefly reminding the assignee what the case is about by referencing its incident summary and also stating the date in which this incident was created, and emphasizing that this work should now be handled ahead of other tasks and driven to resolution as quickly as possible.","role":"user","type":"message","phase":null},{"id":"msg-8fc00762","content":[{"annotations":[],"text":"I'll start by locating the group and then reviewing its open incidents.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"name\": \"Level 1 Support Team\"}","call_id":"chatcmpl-tool-e002413562cc403497797b6649e9e304","name":"list_user_groups","type":"function_call","id":"fc-0fb95586","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-e002413562cc403497797b6649e9e304","output":"{\n \"user_groups\": [\n {\n \"group_id\": \"GROUP_001\",\n \"name\": \"Level 1 Support Team\",\n \"type\": \"IT Support\",\n \"active\": true,\n \"email\": \"support-l1@techcorp.com\",\n \"description\": \"First level support team handling initial user requests\",\n \"manager_id\": \"USER_002\",\n \"org_id\": \"ORG_001\",\n \"created_on\": \"2024-01-10T08:00:00\",\n \"updated_on\": \"2024-01-10T08:00:00\"\n }\n ],\n \"total_count\": 1\n}","type":"function_call_output","id":null,"status":null},{"id":"msg-90b5ef1c","content":[{"annotations":[],"text":"I found the group (GROUP_001). Now let me retrieve the incidents assigned to it.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"assignment_group\": \"GROUP_001\"}","call_id":"chatcmpl-tool-93c38b361e01473797e31369bbc0859f","name":"get_incidents_assigned_to","type":"function_call","id":"fc-73d68bc3","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-93c38b361e01473797e31369bbc0859f","output":"[\n {\n \"incident_id\": \"INC_017\",\n \"number\": \"INC0000012\",\n \"caller_id\": \"USER_004\",\n \"service\": \"SVC_001\",\n \"service_offering\": \"SVCOFF_001\",\n \"configuration_item\": \"CI_001\",\n \"assigned_to\": \"USER_003\",\n \"assignment_group\": \"GROUP_001\",\n \"resolved_by\": \"USER_003\",\n \"problem\": null,\n \"change_request\": null,\n \"caused_by_change\": null,\n \"incident_template\": null,\n \"parent_incident\": null,\n \"channel\": \"self-service\",\n \"contact_type\": \"portal\",\n \"status\": \"resolved\",\n \"category\": \"hardware\",\n \"short_description\": \"Keyboard keys not responding\",\n \"description\": \"Several keyboard keys stopped working\",\n \"worknotes\": \"Keyboard replaced with new unit\",\n \"resolution_notes\": \"New keyboard installed and tested successfully\",\n \"close_notes\": \"Issue resolved\",\n \"impact\": \"low\",\n \"urgency\": \"low\",\n \"priority\": \"low\",\n \"resolution_code\": \"Solution Provided\",\n \"on_hold_reason\": null,\n \"resolved\": \"2024-02-26T14:45:00\",\n \"created_at\": \"2024-02-26T13:00:00\",\n \"updated_at\": \"2024-02-26T14:45:00\",\n \"org_id\": \"ORG_001\"\n },\n {\n \"incident_id\": \"INC_016\",\n \"number\": \"INC0000011\",\n \"caller_id\": \"USER_003\",\n \"service\": \"SVC_001\",\n \"service_offering\": \"SVCOFF_001\",\n \"configuration_item\": \"CI_001\",\n \"assigned_to\": \"USER_006\",\n \"assignment_group\": \"GROUP_001\",\n \"resolved_by\": null,\n \"problem\": null,\n \"change_request\": null,\n \"caused_by_change\": null,\n \"incident_template\": null,\n \"parent_incident\": null,\n \"channel\": \"email\",\n \"contact_type\": \"email\",\n \"status\": \"new\",\n \"category\": \"network\",\n \"short_description\": \"WiFi connection drops frequently\",\n \"description\": \"WiFi connection disconnects every few minutes\",\n \"worknotes\": \"Testing wireless adapter and router signal strength\",\n \"resolution_notes\": null,\n \"close_notes\": null,\n \"impact\": \"medium\",\n \"urgency\": \"medium\",\n \"priority\": \"moderate\",\n \"resolution_code\": null,\n \"on_hold_reason\": null,\n \"resolved\": null,\n \"created_at\": \"2024-02-25T11:20:00\",\n \"updated_at\": \"2024-02-25T11:20:00\",\n \"org_id\": \"ORG_001\"\n },\n {\n \"incident_id\": \"INC_014\",\n \"number\": \"INC0000009\",\n \"caller_id\": \"USER_005\",\n \"service\": \"SVC_001\",\n \"service_offering\": \"SVCOFF_001\",\n \"configuration_item\": \"CI_001\",\n \"assigned_to\": \"USER_003\",\n \"assignment_group\": \"GROUP_001\",\n \"resolved_by\": null,\n \"problem\": null,\n \"change_request\": null,\n \"caused_by_change\": null,\n \"incident_template\": null,\n \"parent_incident\": null,\n \"channel\": \"self-service\",\n \"contact_type\": \"portal\",\n \"status\": \"new\",\n \"category\": \"hardware\",\n \"short_description\": \"Monitor display flickering\",\n \"description\": \"Monitor screen flickers intermittently during use\",\n \"worknotes\": \"Checking display cable connections and graphics driver\",\n \"resolution_notes\": null,\n \"close_notes\": null,\n \"impact\": \"low\",\n \"urgency\": \"medium\",\n \"priority\": \"moderate\",\n \"resolution_code\": null,\n \"on_hold_reason\": null,\n \"resolved\": null,\n \"created_at\": \"2024-02-23T10:00:00\",\n \"updated_at\": \"2024-02-23T10:00:00\",\n \"org_id\": \"ORG_001\"\n },\n {\n \"incident_id\": \"INC_007\",\n \"number\": \"INC0000007\",\n \"caller_id\": \"USER_003\",\n \"service\": \"SVC_001\",\n \"service_offering\": \"SVCOFF_001\",\n \"configuration_item\": \"CI_001\",\n \"assigned_to\": \"USER_004\",\n \"assignment_group\": \"GROUP_001\",\n \"resolved_by\": \"USER_004\",\n \"problem\": null,\n \"change_request\": null,\n \"caused_by_change\": null,\n \"incident_template\": null,\n \"parent_incident\": null,\n \"channel\": \"email\",\n \"contact_type\": \"email\",\n \"status\": \"resolved\",\n \"category\": \"password-reset\",\n \"short_description\": \"Account lockout issue\",\n \"description\": \"Multiple failed login attempts resulting in account lockout\",\n \"worknotes\": \"Account unlocked, password reset\",\n \"resolution_notes\": \"User provided with new credentials\",\n \"close_notes\": \"Issue resolved\",\n \"impact\": \"low\",\n \"urgency\": \"medium\",\n \"priority\": \"moderate\",\n \"resolution_code\": \"Solution Provided\",\n \"on_hold_reason\": null,\n \"resolved\": \"2024-02-22T10:35:00\",\n \"created_at\": \"2024-02-22T09:10:00\",\n \"updated_at\": \"2024-02-22T10:35:00\",\n \"org_id\": \"ORG_001\"\n },\n {\n \"incident_id\": \"INC_003\",\n \"number\": \"INC0000003\",\n \"caller_id\": \"USER_005\",\n \"service\": \"SVC_001\",\n \"service_offering\": \"SVCOFF_001\",\n \"configuration_item\": \"CI_001\",\n \"assigned_to\": \"USER_003\",\n \"assignment_group\": \"GROUP_001\",\n \"resolved_by\": null,\n \"problem\": null,\n \"change_request\": null,\n \"caused_by_change\": null,\n \"incident_template\": null,\n \"parent_incident\": null,\n \"channel\": \"email\",\n \"contact_type\": \"email\",\n \"status\": \"new\",\n \"category\": \"hardware\",\n \"short_description\": \"Printer connectivity issue\",\n \"description\": \"User unable to print documents from office printer\",\n \"worknotes\": \"Checking printer configuration and network connectivity\",\n \"resolution_notes\": null,\n \"close_notes\": null,\n \"impact\": \"low\",\n \"urgency\": \"medium\",\n \"priority\": \"moderate\",\n \"resolution_code\": null,\n \"on_hold_reason\": null,\n \"resolved\": null,\n \"created_at\": \"2024-02-19T10:00:00\",\n \"updated_at\": \"2024-02-19T10:00:00\",\n \"org_id\": \"ORG_001\"\n },\n {\n \"incident_id\": \"INC_004\",\n \"number\": \"INC0000004\",\n \"caller_id\": \"USER_003\",\n \"service\": \"SVC_001\",\n \"service_offering\": \"SVCOFF_001\",\n \"configuration_item\": \"CI_001\",\n \"assigned_to\": \"USER_006\",\n \"assignment_group\": \"GROUP_001\",\n \"resolved_by\": null,\n \"problem\": null,\n \"change_request\": null,\n \"caused_by_change\": null,\n \"incident_template\": \"TMPL_002\",\n \"parent_incident\": null,\n \"channel\": \"phone\",\n \"contact_type\": \"phone\",\n \"status\": \"new\",\n \"category\": \"hardware\",\n \"short_description\": \"Network connectivity issues\",\n \"description\": \"Intermittent network connection in NYC office\",\n \"worknotes\": \"Initial troubleshooting performed\",\n \"resolution_notes\": null,\n \"close_notes\": null,\n \"impact\": \"high\",\n \"urgency\": \"high\",\n \"priority\": \"high\",\n \"resolution_code\": null,\n \"on_hold_reason\": null,\n \"resolved\": null,\n \"created_at\": \"2024-02-18T09:30:00\",\n \"updated_at\": \"2024-02-18T09:30:00\",\n \"org_id\": \"ORG_001\"\n },\n {\n \"incident_id\": \"INC_001\",\n \"number\": \"INC0000001\",\n \"caller_id\": \"USER_005\",\n \"service\": \"SVC_001\",\n \"service_offering\": \"SVCOFF_001\",\n \"configuration_item\": \"CI_001\",\n \"assigned_to\": \"USER_003\",\n \"assignment_group\": \"GROUP_001\",\n \"resolved_by\": \"USER_003\",\n \"problem\": null,\n \"change_request\": null,\n \"caused_by_change\": null,\n \"incident_template\": \"TMPL_001\",\n \"parent_incident\": null,\n \"channel\": \"email\",\n \"contact_type\": \"email\",\n \"status\": \"resolved\",\n \"category\": \"password-reset\",\n \"short_description\": \"Cannot access email account\",\n \"description\": \"User reports unable to log into Outlook email client\",\n \"worknotes\": \"Password reset initiated via AD\",\n \"resolution_notes\": \"Password successfully reset and user can access email\",\n \"close_notes\": \"Issue resolved - user confirmed access restored\",\n \"impact\": \"medium\",\n \"urgency\": \"medium\",\n \"priority\": \"moderate\",\n \"resolution_code\": \"Solution Provided\",\n \"on_hold_reason\": null,\n \"resolved\": \"2024-02-15T14:30:00\",\n \"created_at\": \"2024-02-10T09:15:00\",\n \"updated_at\": \"2024-02-15T14:30:00\",\n \"org_id\": \"ORG_001\"\n }\n]","type":"function_call_output","id":null,"status":null},{"id":"msg-a6436ca1","content":[{"annotations":[],"text":"From the 7 incidents returned, I've filtered to those that are **currently open** (status = new/in_progress, not resolved/closed) AND **opened before 20 February 2024**:\n\n| Incident | Status | Created | Assigned To | Summary |\n|---|---|---|---|---|\n| INC_003 (INC0000003) | new | 2024-02-19 | USER_003 | Printer connectivity issue |\n| INC_004 (INC0000004) | new | 2024-02-18 | USER_006 | Network connectivity issues |\n\nExcluded: INC_001, INC_007, INC_017 (already resolved) and INC_014, INC_016 (opened after 20 Feb 2024).\n\nNow I need to verify the assignees and retrieve their email addresses.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"user_id\": \"USER_003\"}","call_id":"chatcmpl-tool-404e545d470c4fe69aa570e24d93fba8","name":"get_user","type":"function_call","id":"fc-4676d1b7","status":"completed","namespace":null},{"arguments":"{\"user_id\": \"USER_006\"}","call_id":"chatcmpl-tool-6d66fbe18cf64f7e855e57fa214587b4","name":"get_user","type":"function_call","id":"fc-4529cae5","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-404e545d470c4fe69aa570e24d93fba8","output":"{\n \"user_id\": \"USER_003\",\n \"user_name\": \"carlos.rodriguez\",\n \"first_name\": \"Carlos\",\n \"last_name\": \"Rodriguez\",\n \"email\": \"carlos.rodriguez@techcorp.com\",\n \"phone\": \"+1-415-555-0103\",\n \"role\": \"agent\",\n \"active\": true,\n \"org_id\": \"ORG_001\",\n \"location_id\": \"LOC_001\",\n \"created_on\": \"2024-01-17T11:00:00\",\n \"updated_on\": \"2024-01-17T11:00:00\"\n}","type":"function_call_output","id":null,"status":null},{"call_id":"chatcmpl-tool-6d66fbe18cf64f7e855e57fa214587b4","output":"{\n \"user_id\": \"USER_006\",\n \"user_name\": \"elena.petrov\",\n \"first_name\": \"Elena\",\n \"last_name\": \"Petrov\",\n \"email\": \"elena.petrov@techcorp.com\",\n \"phone\": \"+1-415-555-0106\",\n \"role\": \"agent\",\n \"active\": true,\n \"org_id\": \"ORG_001\",\n \"location_id\": \"LOC_002\",\n \"created_on\": \"2024-01-20T14:00:00\",\n \"updated_on\": \"2024-01-20T14:00:00\"\n}","type":"function_call_output","id":null,"status":null},{"id":"msg-abe8c935","content":[{"annotations":[],"text":"Both assignees are verified as active agents. Now I'll send the escalation alerts.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"email\": \"carlos.rodriguez@techcorp.com\", \"incident_id\": \"INC_003\", \"message\": \"Dear Carlos Rodriguez,\\n\\nThis incident (INC0000003) has been escalated as top-priority work due to how long it has remained unresolved.\\n\\nIncident summary: Printer connectivity issue — user unable to print documents from office printer.\\nDate created: 19 February 2024.\\n\\nThis work should now be handled ahead of other tasks and driven to resolution as quickly as possible.\\n\\nThank you.\", \"status\": \"queued\", \"subject\": \"Priority Escalation for Aging Incidents\", \"type\": \"alert\"}","call_id":"chatcmpl-tool-d7901629734a4b56aee1852987ab38f7","name":"send_notification","type":"function_call","id":"fc-3f538f76","status":"completed","namespace":null},{"arguments":"{\"email\": \"elena.petrov@techcorp.com\", \"incident_id\": \"INC_004\", \"message\": \"Dear Elena Petrov,\\n\\nThis incident (INC0000004) has been escalated as top-priority work due to how long it has remained unresolved.\\n\\nIncident summary: Network connectivity issues — intermittent network connection in NYC office.\\nDate created: 18 February 2024.\\n\\nThis work should now be handled ahead of other tasks and driven to resolution as quickly as possible.\\n\\nThank you.\", \"status\": \"queued\", \"subject\": \"Priority Escalation for Aging Incidents\", \"type\": \"alert\"}","call_id":"chatcmpl-tool-4dfa6206512c46088cf66c8c0ce98bda","name":"send_notification","type":"function_call","id":"fc-e49ee0e5","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-d7901629734a4b56aee1852987ab38f7","output":"{\n \"incident_id\": \"INC_003\",\n \"email\": \"carlos.rodriguez@techcorp.com\",\n \"type\": \"alert\",\n \"status\": \"queued\",\n \"subject\": \"Priority Escalation for Aging Incidents\",\n \"message\": \"Dear Carlos Rodriguez,\\n\\nThis incident (INC0000003) has been escalated as top-priority work due to how long it has remained unresolved.\\n\\nIncident summary: Printer connectivity issue \\u2014 user unable to print documents from office printer.\\nDate created: 19 February 2024.\\n\\nThis work should now be handled ahead of other tasks and driven to resolution as quickly as possible.\\n\\nThank you.\",\n \"notification_id\": \"NOTIF_008\",\n \"org_id\": \"ORG_001\",\n \"created_on\": \"2026-10-23T16:41:15.126137\",\n \"updated_on\": \"2026-10-23T16:41:15.126137\"\n}","type":"function_call_output","id":null,"status":null},{"call_id":"chatcmpl-tool-4dfa6206512c46088cf66c8c0ce98bda","output":"{\n \"incident_id\": \"INC_004\",\n \"email\": \"elena.petrov@techcorp.com\",\n \"type\": \"alert\",\n \"status\": \"queued\",\n \"subject\": \"Priority Escalation for Aging Incidents\",\n \"message\": \"Dear Elena Petrov,\\n\\nThis incident (INC0000004) has been escalated as top-priority work due to how long it has remained unresolved.\\n\\nIncident summary: Network connectivity issues \\u2014 intermittent network connection in NYC office.\\nDate created: 18 February 2024.\\n\\nThis work should now be handled ahead of other tasks and driven to resolution as quickly as possible.\\n\\nThank you.\",\n \"notification_id\": \"NOTIF_009\",\n \"org_id\": \"ORG_001\",\n \"created_on\": \"2026-10-23T16:41:15.323626\",\n \"updated_on\": \"2026-10-23T16:41:15.323626\"\n}","type":"function_call_output","id":null,"status":null},{"id":"msg-16e76293","content":[{"annotations":[],"text":"Both escalation alerts have been sent successfully. Here's a summary of the task:\n\n## Review Summary\n\n**Group:** Level 1 Support Team (GROUP_001)\n\n**Incidents reviewed:** 7 incidents assigned to the group. After filtering for **open incidents** (status = new/in_progress) **opened before 20 February 2024**, two qualified:\n\n| Incident | Status | Created | Assignee | Alert Sent |\n|---|---|---|---|---|\n| INC_003 (INC0000003) | new | 2024-02-19 | Carlos Rodriguez (USER_003) | ✅ NOTIF_008 |\n| INC_004 (INC0000004) | new | 2024-02-18 | Elena Petrov (USER_006) | ✅ NOTIF_009 |\n\n**Excluded from escalation:**\n- INC_001, INC_007, INC_017 — already in `resolved` status (not currently open)\n- INC_014 (created 2024-02-23) and INC_016 (created 2024-02-25) — opened after 20 February 2024\n\n**Alerts sent:** Both notifications used the subject \"Priority Escalation for Aging Incidents\" and included the escalation rationale (top-priority due to aging), a reference to the incident summary for context, the creation date, and an emphasis on prioritizing this work ahead of other tasks and driving it to rapid resolution. Both assignees were verified as active agents before sending.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"reason\": \"Reviewed all incidents assigned to the Level 1 Support Team (GROUP_001) and identified the open incidents created before 20 February 2024: INC_003 (Printer connectivity issue, created 2024-02-19, assigned to USER_003) and INC_004 (Network connectivity issues, created 2024-02-18, assigned to USER_006). Both assignees were verified as active agents and priority escalation alert notifications with subject \\\"Priority Escalation for Aging Incidents\\\" were sent to them (NOTIF_008 and NOTIF_009), including the incident summary, creation date, and instructions to prioritize and resolve quickly. Resolved incidents and incidents created after the cutoff date were excluded per the task criteria.\", \"paths\": []}","call_id":"chatcmpl-tool-56f2bbf6df5542829f64a1bc4d0a8d5a","name":"finish","type":"function_call","id":"fc-0dd332be","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-56f2bbf6df5542829f64a1bc4d0a8d5a","output":"Reviewed all incidents assigned to the Level 1 Support Team (GROUP_001) and identified the open incidents created before 20 February 2024: INC_003 (Printer connectivity issue, created 2024-02-19, assigned to USER_003) and INC_004 (Network connectivity issues, created 2024-02-18, assigned to USER_006). Both assignees were verified as active agents and priority escalation alert notifications with subject \"Priority Escalation for Aging Incidents\" were sent to them (NOTIF_008 and NOTIF_009), including the incident summary, creation date, and instructions to prioritize and resolve quickly. Resolved incidents and incidents created after the cutoff date were excluded per the task criteria.","type":"function_call_output","id":null,"status":null}],"parallel_tool_calls":false,"temperature":null,"tool_choice":"auto","tools":[],"top_p":null,"background":null,"completed_at":null,"conversation":null,"max_output_tokens":null,"max_tool_calls":null,"moderation":null,"previous_response_id":null,"prompt":null,"prompt_cache_key":null,"prompt_cache_retention":null,"reasoning":null,"safety_identifier":null,"service_tier":null,"status":"completed","text":null,"top_logprobs":null,"truncation":null,"usage":{"input_tokens":28019,"input_tokens_details":{"cached_tokens":0},"output_tokens":1383,"output_tokens_details":{"reasoning_tokens":320},"total_tokens":29402},"user":null,"metrics":null},"reward":1.0,"mask_sample":false,"failure_kind":null,"failure_reason":null,"ng_agent_observations":{"source":"stirrup","records":[{"kind":"agent_invocation","invocation_id":"root","parent_invocation_id":null,"spawned_by_tool_call_id":null,"status":"completed","stop_reason":null,"duration_ms":null,"error_type":null,"model_calls":[{"model_call_id":null,"model_ref":{"type":"responses_api_models","name":"policy_model"},"response_id":"chatcmpl-569f8d4e69674a97a853bd9dc30cd65f"},{"model_call_id":null,"model_ref":{"type":"responses_api_models","name":"policy_model"},"response_id":"chatcmpl-13b61137652c4b6fb2dab40ef191342a"},{"model_call_id":null,"model_ref":{"type":"responses_api_models","name":"policy_model"},"response_id":"chatcmpl-5e447236a2ad4cf294e9b92088077899"},{"model_call_id":null,"model_ref":{"type":"responses_api_models","name":"policy_model"},"response_id":"chatcmpl-578c448533b54482be48aae084e9aa90"},{"model_call_id":null,"model_ref":{"type":"responses_api_models","name":"policy_model"},"response_id":"chatcmpl-a788a277355f46adb13078c34ebf09b7"}],"conversation":[{"content":"You are an AI agent that will be given a specific task. You are to complete that task using the tools provided in 100 steps. You will need to call a finish tool as your last step, where you will pass your finish reason and any required final fields for that tool.\n You are not able to interact with the user during the task.\n\nFollow these instructions from the User:\n# **ITSM Assistant Policy**\n**Role:** ITSM Assistant (IT Service Management)\n**Mandate:** Ensure the efficient, secure, and controlled delivery of IT services by managing the full lifecycle of Incidents, Service Requests, Changes, Problems, and Configuration Items (CIs) in strict accordance with defined policies and best practices.\nFirst you must check the user information and operate exclusively based on **confirmed user roles**, **verified record relationships**, and **ITIL/database integrity rules**. You are strictly prohibited from assuming data, executing ambiguous commands, bypassing mandatory approvals, or violating audit and compliance requirements.\n---\n## **1. General Operational Instructions and Constraints**\n* **Policy Violation:** If a user request violates any rule herein, you **must halt the operation** and provide the specific policy reason before pausing.\n* **Atomic Operations:** Perform **one validated operation at a time**, except when using approved batch endpoints. Do not allow a request to proceed if it requires data that is missing or the current record state prevents the action.\n* **Knowledge Scope:** Do not disclose information that is outside the authenticated user's access scope.\n* **User Clarification:** Do not ask for further information. If the request is ambiguous, return the list and state the ambiguity. If a mandatory field is missing, state which field is required.\n* **Mandatory Fields:** Any request to create or update a record must validate all mandatory fields.\n* You do not need to ask for confirmation or permission before taking action.\n* When identifiers such as names or IDs are missing, perform lookups, verify that you are reusing correct values from previous responses, and proceed using the retrieved data.\n* Never assume or fabricate IDs, responses, or outcomes — rely solely on verified API results. The same is the case of optional or default arguments.\n* Complete each task in a logical, and efficient execution flow.\n---\n## **2. Roles & Responsibilities and Access Scope**\n*(Roles renamed and permissions corrected to align with DB/Tool data: `ITIL Agent` → `Agent`, `End User` → `Reporter`. Permissions for `Agent` and `Manager` corrected.)*\nAccess rights are defined by roles and grant granular control across tables.\n| Role (DB ID) | Primary Responsibility | Core Capabilities | Critical Restrictions |\n| :--- | :--- | :--- | :--- |\n| **Administrator** (`admin`) | System Configuration & Integrity | Full CRUD (Create, Read, Update, Delete) access across all tables. |\n| **Manager** (`manager`) | Supervision, Escalation, Approvals | Full CRUD on operational tables (`incident`, `problem`, `change`, `knowledge`); READ access to all the tables. Can **reassign** incidents/requests. Can **approve/reject** Change Requests. Monitors SLAs and escalations. |\n| **Agent** (`agent`) | Frontline Incident/Request fulfillment | **Full CRUD** on **Incidents, Service Requests, Tasks, Work Notes, CMDB, Change, Problem, and Knowledge**. READ access to all the tables. Can update assignment, state, and resolution. | Cannot bypass approvals, or change system administration settings. |\n| **Reporter** (`reporter`) | IT Service Consumption | Can view and update **their own submitted Incidents/Requests**. Can search **Public Knowledge** articles. | Cannot view or modify records opened by other users, CMDB, or internal work notes. |\n---\n## **3. Core Operations: Incident Management**\n### **3.1. Incident Registration**\n* **Creation:** To log any issue/interrupted service, create an **Incident** record(create_incident).\n* **Mandatory Inputs:** `opened_by` (user submitting), `caller_id` (user affected), `short_description`, `impact`, and `urgency`.\n* **Priority Calculation:** Priority (`critical`, `high`, `moderate`, `low`, `planning`) is determined automatically by the system based on a below pre-defined matrix of **Impact x Urgency**.\n| Impact | Urgency | Priority |\n| --- | --- | --- |\n| low | low | planning |\n| low | medium | low |\n| low | high | moderate |\n| medium | low | low |\n| medium | medium | moderate |\n| medium | high | high |\n| high | low | moderate |\n| high | medium | high |\n| high | high | critical |\n* **Default Status:** All new Incidents are set to `status = new`.\n### **3.2. Incident Assignment**\n* **Constraints:** `assigned_to` must be an **active** user with the `Agent` or `Manager` role and must be a member of the specified `assignment_group`.\n### **3.3. Incident Lifecycle and Closure**\n* **Valid Status Transitions:**\n* `new` → `in_progress` / `on_hold` / `resolved`\n* `in_progress` → `on_hold` / `resolved`\n* `on_hold` → `in_progress` (Must log `on_hold_reason` before transition)\n* `resolved` → `closed` / 'in_progress'\n* **Resolution Requirement:** An Incident cannot transition to `resolved` without mandatory fields: `resolution_code`, and `resolution_notes` (free-form text, max 2000 chars).\n* **Closure Policy:** The incidents that are in `resolved` status will transition to `closed` after 72 hours.\n---\n## **4. Core Operations: Change and Problem Management**\n### **4.1. Change Management**\n* **Creation:** All changes must originate from a **Change Request** record.\n* **Default Status:** All new Changes are set to `status = new`.\n* **Change Types (Enumeration):** `standard` (pre-approved, low risk), `normal` (requires planning/approval), `emergency` (requires immediate CAB approval override).\n### **4.2. Problem Management**\n* **Trigger:** A Problem must be created (`create_problem`) when a recurring incident pattern or a major incident is identified.\n* **Linking:** The Problem record **must** link all affected Incidents via the `incident_to_problem` related list.\n* **Default Status:** All new Problems are set to `status = new`.\n* **Workaround:** If workaround/temporary solution found, update workaround field and set status=`fix_in_progress`. The `workaround_notes` **must** be published to the linked Incidents and relevant Knowledge Articles.\n* **Final Status:** A Problem transitions to `closed` only after the permanent fix has been successfully implemented via a linked `normal` or `emergency` Change Request.\n* **Priority Calculation:** Priority (`critical`, `high`, `moderate`, `low`, `planning`) is determined automatically by the system based on a below pre-defined matrix of **Impact x Urgency**.\n| Impact | Urgency | Priority |\n| --- | --- | --- |\n| low | low | planning |\n| low | medium | low |\n| low | high | moderate |\n| medium | low | low |\n| medium | medium | moderate |\n| medium | high | high |\n| high | low | moderate |\n| high | medium | high |\n| high | high | critical |\n---\n## **5. Configuration and Service Management (CMDB)**\n### **5.1. Configuration Item (CI) Integrity**\n* **Table:** All IT assets must be recorded in the `configuration_item` table.\n* **CI Status:** Only CIs with `status = in_use` or `status = maintenance` can be linked to active Incidents. Do not link CIs in `status = retired` or `status = disposed`.\n* **CI Owner:** All CIs must have a recorded `owner_id`.\n---\n## **6. Service Level Management (SLA)**\n* **SLA Application:** SLAs are automatically aligned based on `priority` linked to the incident.\n* **Metric:** Metrics tracked are limited to `target_mins`.\n* **SLA Pause:** The SLA timer **must** be paused (`stage = paused`) when the Incident is in `stage = on_hold` and the `on_hold_reason` is one of the following enumerations: `Awaiting Change`, `Awaiting Caller`, or `Awaiting Problem`.\n* **Breach:** If the SLA exceeds its duration (`stage = breached`), the `escalation` flag on the Incident **must** be set to true, and an automatic notification sent to the `Manager`.\n---\n## **7. Knowledge Management**\n* **Article Status:** Only articles in `knowledge.state = published` are searchable by the `Reporter` role.\n* **Search Policy:** When an Incident is created, a search for relevant knowledge must be performed, and matching articles linked as `used_as = suggested`.\n* **Use Tracking:** All knowledge links must track `used_as` type: `suggested`, `applied`, or `resolution`.\n---\n## **8. Validation, Error Handling, and Logging**\n### **8.1. Data Integrity Checks**\n* **User Status:** Ensure any user being assigned to (`assigned_to`) or updated is `users.active = true`.\n* **Referential Integrity:** Before closing any record, verify that all mandatory dependencies are satisfied.\n* **Time Tracking:** All work logs must include the timestamp (`created_on`) and the `user_id` performing the action.\n### **8.2. Error Handling**\n* **403 Forbidden:** Permission denied (user role lacks authority for the operation).\n* **409 Conflict:** Record locking or state conflict.\n* **Rate Limiting:** If exceeded, pause and retry using **Exponential Backoff**.\n---\n## **9. Predefined Lists (Enumerations)**\n| Table.Field | Allowed Values |\n| :--- | :--- |\n| **users.role** | `admin`, `manager`, `agent`, `reporter` |\n| **incident.priority** | `critical`, `high`, `moderate`, `low`, `planning` |\n| **incident.impact** | `high`, `medium`, `low` |\n| **incident.urgency** | `high`, `medium`, `low` |\n| **incident.status** | `new`, `in_progress`, `on_hold`, `resolved`, `closed` |\n| **incident.on_hold_reason** | `Awaiting Change`, `Awaiting Caller`, `Awaiting Problem` |\n| **incident.resolution_code** | `fixed`, `workaround`, `not_reproducible`, `closed_by_caller` |\n| **change_request.type** | `standard`, `normal`, `emergency` |\n| **change_request.status** | `new`, `assess`, `authorize`, `scheduled`, `implement`, `review`, `closed`, `canceled` |\n| **configuration_item.status** | `in_use`, `in_stock`, `maintenance`, `retired`, `disposed` |\n| **kb_knowledge.state** | `draft`, `review`, `published`, `retired` |\n| **incident_sla.stage** | `in_progress`, `paused`, `completed`, `cancelled`, `breached` |","role":"system","type":"message","phase":null},{"content":"Please review all currently open incidents assigned to the group named Level 1 Support Team that were opened before 20 February 2024 and treat them as requiring the same level of attention as top-priority work. Send alerts to the users currently assigned to these incidents using the subject Priority Escalation for Aging Incidents, and make it clear in the message that the incident has been escalated as top-priority work due to how long it has remained unresolved, briefly reminding the assignee what the case is about by referencing its incident summary and also stating the date in which this incident was created, and emphasizing that this work should now be handled ahead of other tasks and driven to resolution as quickly as possible.","role":"user","type":"message","phase":null},{"id":"msg-8fc00762","content":[{"annotations":[],"text":"I'll start by locating the group and then reviewing its open incidents.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"name\": \"Level 1 Support Team\"}","call_id":"chatcmpl-tool-e002413562cc403497797b6649e9e304","name":"list_user_groups","type":"function_call","id":"fc-0fb95586","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-e002413562cc403497797b6649e9e304","output":"{\n \"user_groups\": [\n {\n \"group_id\": \"GROUP_001\",\n \"name\": \"Level 1 Support Team\",\n \"type\": \"IT Support\",\n \"active\": true,\n \"email\": \"support-l1@techcorp.com\",\n \"description\": \"First level support team handling initial user requests\",\n \"manager_id\": \"USER_002\",\n \"org_id\": \"ORG_001\",\n \"created_on\": \"2024-01-10T08:00:00\",\n \"updated_on\": \"2024-01-10T08:00:00\"\n }\n ],\n \"total_count\": 1\n}","type":"function_call_output","id":null,"status":null},{"id":"msg-90b5ef1c","content":[{"annotations":[],"text":"I found the group (GROUP_001). Now let me retrieve the incidents assigned to it.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"assignment_group\": \"GROUP_001\"}","call_id":"chatcmpl-tool-93c38b361e01473797e31369bbc0859f","name":"get_incidents_assigned_to","type":"function_call","id":"fc-73d68bc3","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-93c38b361e01473797e31369bbc0859f","output":"[\n {\n \"incident_id\": \"INC_017\",\n \"number\": \"INC0000012\",\n \"caller_id\": \"USER_004\",\n \"service\": \"SVC_001\",\n \"service_offering\": \"SVCOFF_001\",\n \"configuration_item\": \"CI_001\",\n \"assigned_to\": \"USER_003\",\n \"assignment_group\": \"GROUP_001\",\n \"resolved_by\": \"USER_003\",\n \"problem\": null,\n \"change_request\": null,\n \"caused_by_change\": null,\n \"incident_template\": null,\n \"parent_incident\": null,\n \"channel\": \"self-service\",\n \"contact_type\": \"portal\",\n \"status\": \"resolved\",\n \"category\": \"hardware\",\n \"short_description\": \"Keyboard keys not responding\",\n \"description\": \"Several keyboard keys stopped working\",\n \"worknotes\": \"Keyboard replaced with new unit\",\n \"resolution_notes\": \"New keyboard installed and tested successfully\",\n \"close_notes\": \"Issue resolved\",\n \"impact\": \"low\",\n \"urgency\": \"low\",\n \"priority\": \"low\",\n \"resolution_code\": \"Solution Provided\",\n \"on_hold_reason\": null,\n \"resolved\": \"2024-02-26T14:45:00\",\n \"created_at\": \"2024-02-26T13:00:00\",\n \"updated_at\": \"2024-02-26T14:45:00\",\n \"org_id\": \"ORG_001\"\n },\n {\n \"incident_id\": \"INC_016\",\n \"number\": \"INC0000011\",\n \"caller_id\": \"USER_003\",\n \"service\": \"SVC_001\",\n \"service_offering\": \"SVCOFF_001\",\n \"configuration_item\": \"CI_001\",\n \"assigned_to\": \"USER_006\",\n \"assignment_group\": \"GROUP_001\",\n \"resolved_by\": null,\n \"problem\": null,\n \"change_request\": null,\n \"caused_by_change\": null,\n \"incident_template\": null,\n \"parent_incident\": null,\n \"channel\": \"email\",\n \"contact_type\": \"email\",\n \"status\": \"new\",\n \"category\": \"network\",\n \"short_description\": \"WiFi connection drops frequently\",\n \"description\": \"WiFi connection disconnects every few minutes\",\n \"worknotes\": \"Testing wireless adapter and router signal strength\",\n \"resolution_notes\": null,\n \"close_notes\": null,\n \"impact\": \"medium\",\n \"urgency\": \"medium\",\n \"priority\": \"moderate\",\n \"resolution_code\": null,\n \"on_hold_reason\": null,\n \"resolved\": null,\n \"created_at\": \"2024-02-25T11:20:00\",\n \"updated_at\": \"2024-02-25T11:20:00\",\n \"org_id\": \"ORG_001\"\n },\n {\n \"incident_id\": \"INC_014\",\n \"number\": \"INC0000009\",\n \"caller_id\": \"USER_005\",\n \"service\": \"SVC_001\",\n \"service_offering\": \"SVCOFF_001\",\n \"configuration_item\": \"CI_001\",\n \"assigned_to\": \"USER_003\",\n \"assignment_group\": \"GROUP_001\",\n \"resolved_by\": null,\n \"problem\": null,\n \"change_request\": null,\n \"caused_by_change\": null,\n \"incident_template\": null,\n \"parent_incident\": null,\n \"channel\": \"self-service\",\n \"contact_type\": \"portal\",\n \"status\": \"new\",\n \"category\": \"hardware\",\n \"short_description\": \"Monitor display flickering\",\n \"description\": \"Monitor screen flickers intermittently during use\",\n \"worknotes\": \"Checking display cable connections and graphics driver\",\n \"resolution_notes\": null,\n \"close_notes\": null,\n \"impact\": \"low\",\n \"urgency\": \"medium\",\n \"priority\": \"moderate\",\n \"resolution_code\": null,\n \"on_hold_reason\": null,\n \"resolved\": null,\n \"created_at\": \"2024-02-23T10:00:00\",\n \"updated_at\": \"2024-02-23T10:00:00\",\n \"org_id\": \"ORG_001\"\n },\n {\n \"incident_id\": \"INC_007\",\n \"number\": \"INC0000007\",\n \"caller_id\": \"USER_003\",\n \"service\": \"SVC_001\",\n \"service_offering\": \"SVCOFF_001\",\n \"configuration_item\": \"CI_001\",\n \"assigned_to\": \"USER_004\",\n \"assignment_group\": \"GROUP_001\",\n \"resolved_by\": \"USER_004\",\n \"problem\": null,\n \"change_request\": null,\n \"caused_by_change\": null,\n \"incident_template\": null,\n \"parent_incident\": null,\n \"channel\": \"email\",\n \"contact_type\": \"email\",\n \"status\": \"resolved\",\n \"category\": \"password-reset\",\n \"short_description\": \"Account lockout issue\",\n \"description\": \"Multiple failed login attempts resulting in account lockout\",\n \"worknotes\": \"Account unlocked, password reset\",\n \"resolution_notes\": \"User provided with new credentials\",\n \"close_notes\": \"Issue resolved\",\n \"impact\": \"low\",\n \"urgency\": \"medium\",\n \"priority\": \"moderate\",\n \"resolution_code\": \"Solution Provided\",\n \"on_hold_reason\": null,\n \"resolved\": \"2024-02-22T10:35:00\",\n \"created_at\": \"2024-02-22T09:10:00\",\n \"updated_at\": \"2024-02-22T10:35:00\",\n \"org_id\": \"ORG_001\"\n },\n {\n \"incident_id\": \"INC_003\",\n \"number\": \"INC0000003\",\n \"caller_id\": \"USER_005\",\n \"service\": \"SVC_001\",\n \"service_offering\": \"SVCOFF_001\",\n \"configuration_item\": \"CI_001\",\n \"assigned_to\": \"USER_003\",\n \"assignment_group\": \"GROUP_001\",\n \"resolved_by\": null,\n \"problem\": null,\n \"change_request\": null,\n \"caused_by_change\": null,\n \"incident_template\": null,\n \"parent_incident\": null,\n \"channel\": \"email\",\n \"contact_type\": \"email\",\n \"status\": \"new\",\n \"category\": \"hardware\",\n \"short_description\": \"Printer connectivity issue\",\n \"description\": \"User unable to print documents from office printer\",\n \"worknotes\": \"Checking printer configuration and network connectivity\",\n \"resolution_notes\": null,\n \"close_notes\": null,\n \"impact\": \"low\",\n \"urgency\": \"medium\",\n \"priority\": \"moderate\",\n \"resolution_code\": null,\n \"on_hold_reason\": null,\n \"resolved\": null,\n \"created_at\": \"2024-02-19T10:00:00\",\n \"updated_at\": \"2024-02-19T10:00:00\",\n \"org_id\": \"ORG_001\"\n },\n {\n \"incident_id\": \"INC_004\",\n \"number\": \"INC0000004\",\n \"caller_id\": \"USER_003\",\n \"service\": \"SVC_001\",\n \"service_offering\": \"SVCOFF_001\",\n \"configuration_item\": \"CI_001\",\n \"assigned_to\": \"USER_006\",\n \"assignment_group\": \"GROUP_001\",\n \"resolved_by\": null,\n \"problem\": null,\n \"change_request\": null,\n \"caused_by_change\": null,\n \"incident_template\": \"TMPL_002\",\n \"parent_incident\": null,\n \"channel\": \"phone\",\n \"contact_type\": \"phone\",\n \"status\": \"new\",\n \"category\": \"hardware\",\n \"short_description\": \"Network connectivity issues\",\n \"description\": \"Intermittent network connection in NYC office\",\n \"worknotes\": \"Initial troubleshooting performed\",\n \"resolution_notes\": null,\n \"close_notes\": null,\n \"impact\": \"high\",\n \"urgency\": \"high\",\n \"priority\": \"high\",\n \"resolution_code\": null,\n \"on_hold_reason\": null,\n \"resolved\": null,\n \"created_at\": \"2024-02-18T09:30:00\",\n \"updated_at\": \"2024-02-18T09:30:00\",\n \"org_id\": \"ORG_001\"\n },\n {\n \"incident_id\": \"INC_001\",\n \"number\": \"INC0000001\",\n \"caller_id\": \"USER_005\",\n \"service\": \"SVC_001\",\n \"service_offering\": \"SVCOFF_001\",\n \"configuration_item\": \"CI_001\",\n \"assigned_to\": \"USER_003\",\n \"assignment_group\": \"GROUP_001\",\n \"resolved_by\": \"USER_003\",\n \"problem\": null,\n \"change_request\": null,\n \"caused_by_change\": null,\n \"incident_template\": \"TMPL_001\",\n \"parent_incident\": null,\n \"channel\": \"email\",\n \"contact_type\": \"email\",\n \"status\": \"resolved\",\n \"category\": \"password-reset\",\n \"short_description\": \"Cannot access email account\",\n \"description\": \"User reports unable to log into Outlook email client\",\n \"worknotes\": \"Password reset initiated via AD\",\n \"resolution_notes\": \"Password successfully reset and user can access email\",\n \"close_notes\": \"Issue resolved - user confirmed access restored\",\n \"impact\": \"medium\",\n \"urgency\": \"medium\",\n \"priority\": \"moderate\",\n \"resolution_code\": \"Solution Provided\",\n \"on_hold_reason\": null,\n \"resolved\": \"2024-02-15T14:30:00\",\n \"created_at\": \"2024-02-10T09:15:00\",\n \"updated_at\": \"2024-02-15T14:30:00\",\n \"org_id\": \"ORG_001\"\n }\n]","type":"function_call_output","id":null,"status":null},{"id":"msg-a6436ca1","content":[{"annotations":[],"text":"From the 7 incidents returned, I've filtered to those that are **currently open** (status = new/in_progress, not resolved/closed) AND **opened before 20 February 2024**:\n\n| Incident | Status | Created | Assigned To | Summary |\n|---|---|---|---|---|\n| INC_003 (INC0000003) | new | 2024-02-19 | USER_003 | Printer connectivity issue |\n| INC_004 (INC0000004) | new | 2024-02-18 | USER_006 | Network connectivity issues |\n\nExcluded: INC_001, INC_007, INC_017 (already resolved) and INC_014, INC_016 (opened after 20 Feb 2024).\n\nNow I need to verify the assignees and retrieve their email addresses.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"user_id\": \"USER_003\"}","call_id":"chatcmpl-tool-404e545d470c4fe69aa570e24d93fba8","name":"get_user","type":"function_call","id":"fc-4676d1b7","status":"completed","namespace":null},{"arguments":"{\"user_id\": \"USER_006\"}","call_id":"chatcmpl-tool-6d66fbe18cf64f7e855e57fa214587b4","name":"get_user","type":"function_call","id":"fc-4529cae5","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-404e545d470c4fe69aa570e24d93fba8","output":"{\n \"user_id\": \"USER_003\",\n \"user_name\": \"carlos.rodriguez\",\n \"first_name\": \"Carlos\",\n \"last_name\": \"Rodriguez\",\n \"email\": \"carlos.rodriguez@techcorp.com\",\n \"phone\": \"+1-415-555-0103\",\n \"role\": \"agent\",\n \"active\": true,\n \"org_id\": \"ORG_001\",\n \"location_id\": \"LOC_001\",\n \"created_on\": \"2024-01-17T11:00:00\",\n \"updated_on\": \"2024-01-17T11:00:00\"\n}","type":"function_call_output","id":null,"status":null},{"call_id":"chatcmpl-tool-6d66fbe18cf64f7e855e57fa214587b4","output":"{\n \"user_id\": \"USER_006\",\n \"user_name\": \"elena.petrov\",\n \"first_name\": \"Elena\",\n \"last_name\": \"Petrov\",\n \"email\": \"elena.petrov@techcorp.com\",\n \"phone\": \"+1-415-555-0106\",\n \"role\": \"agent\",\n \"active\": true,\n \"org_id\": \"ORG_001\",\n \"location_id\": \"LOC_002\",\n \"created_on\": \"2024-01-20T14:00:00\",\n \"updated_on\": \"2024-01-20T14:00:00\"\n}","type":"function_call_output","id":null,"status":null},{"id":"msg-abe8c935","content":[{"annotations":[],"text":"Both assignees are verified as active agents. Now I'll send the escalation alerts.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"email\": \"carlos.rodriguez@techcorp.com\", \"incident_id\": \"INC_003\", \"message\": \"Dear Carlos Rodriguez,\\n\\nThis incident (INC0000003) has been escalated as top-priority work due to how long it has remained unresolved.\\n\\nIncident summary: Printer connectivity issue — user unable to print documents from office printer.\\nDate created: 19 February 2024.\\n\\nThis work should now be handled ahead of other tasks and driven to resolution as quickly as possible.\\n\\nThank you.\", \"status\": \"queued\", \"subject\": \"Priority Escalation for Aging Incidents\", \"type\": \"alert\"}","call_id":"chatcmpl-tool-d7901629734a4b56aee1852987ab38f7","name":"send_notification","type":"function_call","id":"fc-3f538f76","status":"completed","namespace":null},{"arguments":"{\"email\": \"elena.petrov@techcorp.com\", \"incident_id\": \"INC_004\", \"message\": \"Dear Elena Petrov,\\n\\nThis incident (INC0000004) has been escalated as top-priority work due to how long it has remained unresolved.\\n\\nIncident summary: Network connectivity issues — intermittent network connection in NYC office.\\nDate created: 18 February 2024.\\n\\nThis work should now be handled ahead of other tasks and driven to resolution as quickly as possible.\\n\\nThank you.\", \"status\": \"queued\", \"subject\": \"Priority Escalation for Aging Incidents\", \"type\": \"alert\"}","call_id":"chatcmpl-tool-4dfa6206512c46088cf66c8c0ce98bda","name":"send_notification","type":"function_call","id":"fc-e49ee0e5","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-d7901629734a4b56aee1852987ab38f7","output":"{\n \"incident_id\": \"INC_003\",\n \"email\": \"carlos.rodriguez@techcorp.com\",\n \"type\": \"alert\",\n \"status\": \"queued\",\n \"subject\": \"Priority Escalation for Aging Incidents\",\n \"message\": \"Dear Carlos Rodriguez,\\n\\nThis incident (INC0000003) has been escalated as top-priority work due to how long it has remained unresolved.\\n\\nIncident summary: Printer connectivity issue \\u2014 user unable to print documents from office printer.\\nDate created: 19 February 2024.\\n\\nThis work should now be handled ahead of other tasks and driven to resolution as quickly as possible.\\n\\nThank you.\",\n \"notification_id\": \"NOTIF_008\",\n \"org_id\": \"ORG_001\",\n \"created_on\": \"2026-10-23T16:41:15.126137\",\n \"updated_on\": \"2026-10-23T16:41:15.126137\"\n}","type":"function_call_output","id":null,"status":null},{"call_id":"chatcmpl-tool-4dfa6206512c46088cf66c8c0ce98bda","output":"{\n \"incident_id\": \"INC_004\",\n \"email\": \"elena.petrov@techcorp.com\",\n \"type\": \"alert\",\n \"status\": \"queued\",\n \"subject\": \"Priority Escalation for Aging Incidents\",\n \"message\": \"Dear Elena Petrov,\\n\\nThis incident (INC0000004) has been escalated as top-priority work due to how long it has remained unresolved.\\n\\nIncident summary: Network connectivity issues \\u2014 intermittent network connection in NYC office.\\nDate created: 18 February 2024.\\n\\nThis work should now be handled ahead of other tasks and driven to resolution as quickly as possible.\\n\\nThank you.\",\n \"notification_id\": \"NOTIF_009\",\n \"org_id\": \"ORG_001\",\n \"created_on\": \"2026-10-23T16:41:15.323626\",\n \"updated_on\": \"2026-10-23T16:41:15.323626\"\n}","type":"function_call_output","id":null,"status":null},{"id":"msg-16e76293","content":[{"annotations":[],"text":"Both escalation alerts have been sent successfully. Here's a summary of the task:\n\n## Review Summary\n\n**Group:** Level 1 Support Team (GROUP_001)\n\n**Incidents reviewed:** 7 incidents assigned to the group. After filtering for **open incidents** (status = new/in_progress) **opened before 20 February 2024**, two qualified:\n\n| Incident | Status | Created | Assignee | Alert Sent |\n|---|---|---|---|---|\n| INC_003 (INC0000003) | new | 2024-02-19 | Carlos Rodriguez (USER_003) | ✅ NOTIF_008 |\n| INC_004 (INC0000004) | new | 2024-02-18 | Elena Petrov (USER_006) | ✅ NOTIF_009 |\n\n**Excluded from escalation:**\n- INC_001, INC_007, INC_017 — already in `resolved` status (not currently open)\n- INC_014 (created 2024-02-23) and INC_016 (created 2024-02-25) — opened after 20 February 2024\n\n**Alerts sent:** Both notifications used the subject \"Priority Escalation for Aging Incidents\" and included the escalation rationale (top-priority due to aging), a reference to the incident summary for context, the creation date, and an emphasis on prioritizing this work ahead of other tasks and driving it to rapid resolution. Both assignees were verified as active agents before sending.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"reason\": \"Reviewed all incidents assigned to the Level 1 Support Team (GROUP_001) and identified the open incidents created before 20 February 2024: INC_003 (Printer connectivity issue, created 2024-02-19, assigned to USER_003) and INC_004 (Network connectivity issues, created 2024-02-18, assigned to USER_006). Both assignees were verified as active agents and priority escalation alert notifications with subject \\\"Priority Escalation for Aging Incidents\\\" were sent to them (NOTIF_008 and NOTIF_009), including the incident summary, creation date, and instructions to prioritize and resolve quickly. Resolved incidents and incidents created after the cutoff date were excluded per the task criteria.\", \"paths\": []}","call_id":"chatcmpl-tool-56f2bbf6df5542829f64a1bc4d0a8d5a","name":"finish","type":"function_call","id":"fc-0dd332be","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-56f2bbf6df5542829f64a1bc4d0a8d5a","output":"Reviewed all incidents assigned to the Level 1 Support Team (GROUP_001) and identified the open incidents created before 20 February 2024: INC_003 (Printer connectivity issue, created 2024-02-19, assigned to USER_003) and INC_004 (Network connectivity issues, created 2024-02-18, assigned to USER_006). Both assignees were verified as active agents and priority escalation alert notifications with subject \"Priority Escalation for Aging Incidents\" were sent to them (NOTIF_008 and NOTIF_009), including the incident summary, creation date, and instructions to prioritize and resolve quickly. Resolved incidents and incidents created after the cutoff date were excluded per the task criteria.","type":"function_call_output","id":null,"status":null}]},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-e002413562cc403497797b6649e9e304","sandbox_id":null,"tool_name":"list_user_groups","started_at":1792773639.2183867,"completed_at":1792773639.712571,"duration_ms":494.1841959953308,"timing_source":"harness","status":"completed","error_type":null},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-93c38b361e01473797e31369bbc0859f","sandbox_id":null,"tool_name":"get_incidents_assigned_to","started_at":1792773664.0461452,"completed_at":1792773664.2988858,"duration_ms":252.74065602570772,"timing_source":"harness","status":"completed","error_type":null},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-404e545d470c4fe69aa570e24d93fba8","sandbox_id":null,"tool_name":"get_user","started_at":1792773672.2938685,"completed_at":1792773673.042116,"duration_ms":748.2472800184041,"timing_source":"harness","status":"completed","error_type":null},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-6d66fbe18cf64f7e855e57fa214587b4","sandbox_id":null,"tool_name":"get_user","started_at":1792773673.0439289,"completed_at":1792773673.2182002,"duration_ms":174.2714400170371,"timing_source":"harness","status":"completed","error_type":null},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-d7901629734a4b56aee1852987ab38f7","sandbox_id":null,"tool_name":"send_notification","started_at":1792773675.0096092,"completed_at":1792773675.212733,"duration_ms":203.12393293716013,"timing_source":"harness","status":"completed","error_type":null},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-4dfa6206512c46088cf66c8c0ce98bda","sandbox_id":null,"tool_name":"send_notification","started_at":1792773675.21513,"completed_at":1792773675.4120138,"duration_ms":196.88367599155754,"timing_source":"harness","status":"completed","error_type":null},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-56f2bbf6df5542829f64a1bc4d0a8d5a","sandbox_id":null,"tool_name":"finish","started_at":1792773691.8149006,"completed_at":1792773691.8149478,"duration_ms":0.04715495742857456,"timing_source":"harness","status":"completed","error_type":null}],"gaps":[]},"task_id":"task_20251218_063226_501_97d7df7d_8fd400d1","domain":"itsm","evaluation_completed":true,"verifier_pass_rate":1.0,"num_verifiers":2,"num_verifiers_passed":2,"verifier_results":[{"name":"verify_printer_priority_alert_sent","gym_name":"gym-itsm-mcp","passed":true,"comparison_type":"equals","expected":1,"actual":1,"error":null},{"name":"verify_network_priority_alert_sent","gym_name":"gym-itsm-mcp","passed":true,"comparison_type":"equals","expected":1,"actual":1,"error":null}],"agent_ref":{"name":"enterpriseops_gym_stirrup_agent"},"_ng_task_index":4,"_ng_rollout_index":0,"_ng_environment_server":"enterpriseops_gym_environment_server","_ng_result_type":"single_agent_turn_legacy","ng_trajectory":{"schema_version":"1.0","task_id":"{'taskset': 'enterpriseops_gym', 'task_id': 'task_20251218_063226_501_97d7df7d_8fd400d1'}","rollout_id":"4-0","invocations":[{"kind":"agent_invocation","invocation_id":"root","parent_invocation_id":null,"spawned_by_tool_call_id":null,"status":"completed","stop_reason":null,"duration_ms":null,"error_type":null,"model_calls":[{"model_call_id":null,"model_ref":{"type":"responses_api_models","name":"policy_model"},"response_id":"chatcmpl-569f8d4e69674a97a853bd9dc30cd65f"},{"model_call_id":null,"model_ref":{"type":"responses_api_models","name":"policy_model"},"response_id":"chatcmpl-13b61137652c4b6fb2dab40ef191342a"},{"model_call_id":null,"model_ref":{"type":"responses_api_models","name":"policy_model"},"response_id":"chatcmpl-5e447236a2ad4cf294e9b92088077899"},{"model_call_id":null,"model_ref":{"type":"responses_api_models","name":"policy_model"},"response_id":"chatcmpl-578c448533b54482be48aae084e9aa90"},{"model_call_id":null,"model_ref":{"type":"responses_api_models","name":"policy_model"},"response_id":"chatcmpl-a788a277355f46adb13078c34ebf09b7"}],"conversation":[{"content":"You are an AI agent that will be given a specific task. You are to complete that task using the tools provided in 100 steps. You will need to call a finish tool as your last step, where you will pass your finish reason and any required final fields for that tool.\n You are not able to interact with the user during the task.\n\nFollow these instructions from the User:\n# **ITSM Assistant Policy**\n**Role:** ITSM Assistant (IT Service Management)\n**Mandate:** Ensure the efficient, secure, and controlled delivery of IT services by managing the full lifecycle of Incidents, Service Requests, Changes, Problems, and Configuration Items (CIs) in strict accordance with defined policies and best practices.\nFirst you must check the user information and operate exclusively based on **confirmed user roles**, **verified record relationships**, and **ITIL/database integrity rules**. You are strictly prohibited from assuming data, executing ambiguous commands, bypassing mandatory approvals, or violating audit and compliance requirements.\n---\n## **1. General Operational Instructions and Constraints**\n* **Policy Violation:** If a user request violates any rule herein, you **must halt the operation** and provide the specific policy reason before pausing.\n* **Atomic Operations:** Perform **one validated operation at a time**, except when using approved batch endpoints. Do not allow a request to proceed if it requires data that is missing or the current record state prevents the action.\n* **Knowledge Scope:** Do not disclose information that is outside the authenticated user's access scope.\n* **User Clarification:** Do not ask for further information. If the request is ambiguous, return the list and state the ambiguity. If a mandatory field is missing, state which field is required.\n* **Mandatory Fields:** Any request to create or update a record must validate all mandatory fields.\n* You do not need to ask for confirmation or permission before taking action.\n* When identifiers such as names or IDs are missing, perform lookups, verify that you are reusing correct values from previous responses, and proceed using the retrieved data.\n* Never assume or fabricate IDs, responses, or outcomes — rely solely on verified API results. The same is the case of optional or default arguments.\n* Complete each task in a logical, and efficient execution flow.\n---\n## **2. Roles & Responsibilities and Access Scope**\n*(Roles renamed and permissions corrected to align with DB/Tool data: `ITIL Agent` → `Agent`, `End User` → `Reporter`. Permissions for `Agent` and `Manager` corrected.)*\nAccess rights are defined by roles and grant granular control across tables.\n| Role (DB ID) | Primary Responsibility | Core Capabilities | Critical Restrictions |\n| :--- | :--- | :--- | :--- |\n| **Administrator** (`admin`) | System Configuration & Integrity | Full CRUD (Create, Read, Update, Delete) access across all tables. |\n| **Manager** (`manager`) | Supervision, Escalation, Approvals | Full CRUD on operational tables (`incident`, `problem`, `change`, `knowledge`); READ access to all the tables. Can **reassign** incidents/requests. Can **approve/reject** Change Requests. Monitors SLAs and escalations. |\n| **Agent** (`agent`) | Frontline Incident/Request fulfillment | **Full CRUD** on **Incidents, Service Requests, Tasks, Work Notes, CMDB, Change, Problem, and Knowledge**. READ access to all the tables. Can update assignment, state, and resolution. | Cannot bypass approvals, or change system administration settings. |\n| **Reporter** (`reporter`) | IT Service Consumption | Can view and update **their own submitted Incidents/Requests**. Can search **Public Knowledge** articles. | Cannot view or modify records opened by other users, CMDB, or internal work notes. |\n---\n## **3. Core Operations: Incident Management**\n### **3.1. Incident Registration**\n* **Creation:** To log any issue/interrupted service, create an **Incident** record(create_incident).\n* **Mandatory Inputs:** `opened_by` (user submitting), `caller_id` (user affected), `short_description`, `impact`, and `urgency`.\n* **Priority Calculation:** Priority (`critical`, `high`, `moderate`, `low`, `planning`) is determined automatically by the system based on a below pre-defined matrix of **Impact x Urgency**.\n| Impact | Urgency | Priority |\n| --- | --- | --- |\n| low | low | planning |\n| low | medium | low |\n| low | high | moderate |\n| medium | low | low |\n| medium | medium | moderate |\n| medium | high | high |\n| high | low | moderate |\n| high | medium | high |\n| high | high | critical |\n* **Default Status:** All new Incidents are set to `status = new`.\n### **3.2. Incident Assignment**\n* **Constraints:** `assigned_to` must be an **active** user with the `Agent` or `Manager` role and must be a member of the specified `assignment_group`.\n### **3.3. Incident Lifecycle and Closure**\n* **Valid Status Transitions:**\n* `new` → `in_progress` / `on_hold` / `resolved`\n* `in_progress` → `on_hold` / `resolved`\n* `on_hold` → `in_progress` (Must log `on_hold_reason` before transition)\n* `resolved` → `closed` / 'in_progress'\n* **Resolution Requirement:** An Incident cannot transition to `resolved` without mandatory fields: `resolution_code`, and `resolution_notes` (free-form text, max 2000 chars).\n* **Closure Policy:** The incidents that are in `resolved` status will transition to `closed` after 72 hours.\n---\n## **4. Core Operations: Change and Problem Management**\n### **4.1. Change Management**\n* **Creation:** All changes must originate from a **Change Request** record.\n* **Default Status:** All new Changes are set to `status = new`.\n* **Change Types (Enumeration):** `standard` (pre-approved, low risk), `normal` (requires planning/approval), `emergency` (requires immediate CAB approval override).\n### **4.2. Problem Management**\n* **Trigger:** A Problem must be created (`create_problem`) when a recurring incident pattern or a major incident is identified.\n* **Linking:** The Problem record **must** link all affected Incidents via the `incident_to_problem` related list.\n* **Default Status:** All new Problems are set to `status = new`.\n* **Workaround:** If workaround/temporary solution found, update workaround field and set status=`fix_in_progress`. The `workaround_notes` **must** be published to the linked Incidents and relevant Knowledge Articles.\n* **Final Status:** A Problem transitions to `closed` only after the permanent fix has been successfully implemented via a linked `normal` or `emergency` Change Request.\n* **Priority Calculation:** Priority (`critical`, `high`, `moderate`, `low`, `planning`) is determined automatically by the system based on a below pre-defined matrix of **Impact x Urgency**.\n| Impact | Urgency | Priority |\n| --- | --- | --- |\n| low | low | planning |\n| low | medium | low |\n| low | high | moderate |\n| medium | low | low |\n| medium | medium | moderate |\n| medium | high | high |\n| high | low | moderate |\n| high | medium | high |\n| high | high | critical |\n---\n## **5. Configuration and Service Management (CMDB)**\n### **5.1. Configuration Item (CI) Integrity**\n* **Table:** All IT assets must be recorded in the `configuration_item` table.\n* **CI Status:** Only CIs with `status = in_use` or `status = maintenance` can be linked to active Incidents. Do not link CIs in `status = retired` or `status = disposed`.\n* **CI Owner:** All CIs must have a recorded `owner_id`.\n---\n## **6. Service Level Management (SLA)**\n* **SLA Application:** SLAs are automatically aligned based on `priority` linked to the incident.\n* **Metric:** Metrics tracked are limited to `target_mins`.\n* **SLA Pause:** The SLA timer **must** be paused (`stage = paused`) when the Incident is in `stage = on_hold` and the `on_hold_reason` is one of the following enumerations: `Awaiting Change`, `Awaiting Caller`, or `Awaiting Problem`.\n* **Breach:** If the SLA exceeds its duration (`stage = breached`), the `escalation` flag on the Incident **must** be set to true, and an automatic notification sent to the `Manager`.\n---\n## **7. Knowledge Management**\n* **Article Status:** Only articles in `knowledge.state = published` are searchable by the `Reporter` role.\n* **Search Policy:** When an Incident is created, a search for relevant knowledge must be performed, and matching articles linked as `used_as = suggested`.\n* **Use Tracking:** All knowledge links must track `used_as` type: `suggested`, `applied`, or `resolution`.\n---\n## **8. Validation, Error Handling, and Logging**\n### **8.1. Data Integrity Checks**\n* **User Status:** Ensure any user being assigned to (`assigned_to`) or updated is `users.active = true`.\n* **Referential Integrity:** Before closing any record, verify that all mandatory dependencies are satisfied.\n* **Time Tracking:** All work logs must include the timestamp (`created_on`) and the `user_id` performing the action.\n### **8.2. Error Handling**\n* **403 Forbidden:** Permission denied (user role lacks authority for the operation).\n* **409 Conflict:** Record locking or state conflict.\n* **Rate Limiting:** If exceeded, pause and retry using **Exponential Backoff**.\n---\n## **9. Predefined Lists (Enumerations)**\n| Table.Field | Allowed Values |\n| :--- | :--- |\n| **users.role** | `admin`, `manager`, `agent`, `reporter` |\n| **incident.priority** | `critical`, `high`, `moderate`, `low`, `planning` |\n| **incident.impact** | `high`, `medium`, `low` |\n| **incident.urgency** | `high`, `medium`, `low` |\n| **incident.status** | `new`, `in_progress`, `on_hold`, `resolved`, `closed` |\n| **incident.on_hold_reason** | `Awaiting Change`, `Awaiting Caller`, `Awaiting Problem` |\n| **incident.resolution_code** | `fixed`, `workaround`, `not_reproducible`, `closed_by_caller` |\n| **change_request.type** | `standard`, `normal`, `emergency` |\n| **change_request.status** | `new`, `assess`, `authorize`, `scheduled`, `implement`, `review`, `closed`, `canceled` |\n| **configuration_item.status** | `in_use`, `in_stock`, `maintenance`, `retired`, `disposed` |\n| **kb_knowledge.state** | `draft`, `review`, `published`, `retired` |\n| **incident_sla.stage** | `in_progress`, `paused`, `completed`, `cancelled`, `breached` |","role":"system","type":"message","phase":null},{"content":"Please review all currently open incidents assigned to the group named Level 1 Support Team that were opened before 20 February 2024 and treat them as requiring the same level of attention as top-priority work. Send alerts to the users currently assigned to these incidents using the subject Priority Escalation for Aging Incidents, and make it clear in the message that the incident has been escalated as top-priority work due to how long it has remained unresolved, briefly reminding the assignee what the case is about by referencing its incident summary and also stating the date in which this incident was created, and emphasizing that this work should now be handled ahead of other tasks and driven to resolution as quickly as possible.","role":"user","type":"message","phase":null},{"id":"msg-8fc00762","content":[{"annotations":[],"text":"I'll start by locating the group and then reviewing its open incidents.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"name\": \"Level 1 Support Team\"}","call_id":"chatcmpl-tool-e002413562cc403497797b6649e9e304","name":"list_user_groups","type":"function_call","id":"fc-0fb95586","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-e002413562cc403497797b6649e9e304","output":"{\n \"user_groups\": [\n {\n \"group_id\": \"GROUP_001\",\n \"name\": \"Level 1 Support Team\",\n \"type\": \"IT Support\",\n \"active\": true,\n \"email\": \"support-l1@techcorp.com\",\n \"description\": \"First level support team handling initial user requests\",\n \"manager_id\": \"USER_002\",\n \"org_id\": \"ORG_001\",\n \"created_on\": \"2024-01-10T08:00:00\",\n \"updated_on\": \"2024-01-10T08:00:00\"\n }\n ],\n \"total_count\": 1\n}","type":"function_call_output","id":null,"status":null},{"id":"msg-90b5ef1c","content":[{"annotations":[],"text":"I found the group (GROUP_001). Now let me retrieve the incidents assigned to it.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"assignment_group\": \"GROUP_001\"}","call_id":"chatcmpl-tool-93c38b361e01473797e31369bbc0859f","name":"get_incidents_assigned_to","type":"function_call","id":"fc-73d68bc3","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-93c38b361e01473797e31369bbc0859f","output":"[\n {\n \"incident_id\": \"INC_017\",\n \"number\": \"INC0000012\",\n \"caller_id\": \"USER_004\",\n \"service\": \"SVC_001\",\n \"service_offering\": \"SVCOFF_001\",\n \"configuration_item\": \"CI_001\",\n \"assigned_to\": \"USER_003\",\n \"assignment_group\": \"GROUP_001\",\n \"resolved_by\": \"USER_003\",\n \"problem\": null,\n \"change_request\": null,\n \"caused_by_change\": null,\n \"incident_template\": null,\n \"parent_incident\": null,\n \"channel\": \"self-service\",\n \"contact_type\": \"portal\",\n \"status\": \"resolved\",\n \"category\": \"hardware\",\n \"short_description\": \"Keyboard keys not responding\",\n \"description\": \"Several keyboard keys stopped working\",\n \"worknotes\": \"Keyboard replaced with new unit\",\n \"resolution_notes\": \"New keyboard installed and tested successfully\",\n \"close_notes\": \"Issue resolved\",\n \"impact\": \"low\",\n \"urgency\": \"low\",\n \"priority\": \"low\",\n \"resolution_code\": \"Solution Provided\",\n \"on_hold_reason\": null,\n \"resolved\": \"2024-02-26T14:45:00\",\n \"created_at\": \"2024-02-26T13:00:00\",\n \"updated_at\": \"2024-02-26T14:45:00\",\n \"org_id\": \"ORG_001\"\n },\n {\n \"incident_id\": \"INC_016\",\n \"number\": \"INC0000011\",\n \"caller_id\": \"USER_003\",\n \"service\": \"SVC_001\",\n \"service_offering\": \"SVCOFF_001\",\n \"configuration_item\": \"CI_001\",\n \"assigned_to\": \"USER_006\",\n \"assignment_group\": \"GROUP_001\",\n \"resolved_by\": null,\n \"problem\": null,\n \"change_request\": null,\n \"caused_by_change\": null,\n \"incident_template\": null,\n \"parent_incident\": null,\n \"channel\": \"email\",\n \"contact_type\": \"email\",\n \"status\": \"new\",\n \"category\": \"network\",\n \"short_description\": \"WiFi connection drops frequently\",\n \"description\": \"WiFi connection disconnects every few minutes\",\n \"worknotes\": \"Testing wireless adapter and router signal strength\",\n \"resolution_notes\": null,\n \"close_notes\": null,\n \"impact\": \"medium\",\n \"urgency\": \"medium\",\n \"priority\": \"moderate\",\n \"resolution_code\": null,\n \"on_hold_reason\": null,\n \"resolved\": null,\n \"created_at\": \"2024-02-25T11:20:00\",\n \"updated_at\": \"2024-02-25T11:20:00\",\n \"org_id\": \"ORG_001\"\n },\n {\n \"incident_id\": \"INC_014\",\n \"number\": \"INC0000009\",\n \"caller_id\": \"USER_005\",\n \"service\": \"SVC_001\",\n \"service_offering\": \"SVCOFF_001\",\n \"configuration_item\": \"CI_001\",\n \"assigned_to\": \"USER_003\",\n \"assignment_group\": \"GROUP_001\",\n \"resolved_by\": null,\n \"problem\": null,\n \"change_request\": null,\n \"caused_by_change\": null,\n \"incident_template\": null,\n \"parent_incident\": null,\n \"channel\": \"self-service\",\n \"contact_type\": \"portal\",\n \"status\": \"new\",\n \"category\": \"hardware\",\n \"short_description\": \"Monitor display flickering\",\n \"description\": \"Monitor screen flickers intermittently during use\",\n \"worknotes\": \"Checking display cable connections and graphics driver\",\n \"resolution_notes\": null,\n \"close_notes\": null,\n \"impact\": \"low\",\n \"urgency\": \"medium\",\n \"priority\": \"moderate\",\n \"resolution_code\": null,\n \"on_hold_reason\": null,\n \"resolved\": null,\n \"created_at\": \"2024-02-23T10:00:00\",\n \"updated_at\": \"2024-02-23T10:00:00\",\n \"org_id\": \"ORG_001\"\n },\n {\n \"incident_id\": \"INC_007\",\n \"number\": \"INC0000007\",\n \"caller_id\": \"USER_003\",\n \"service\": \"SVC_001\",\n \"service_offering\": \"SVCOFF_001\",\n \"configuration_item\": \"CI_001\",\n \"assigned_to\": \"USER_004\",\n \"assignment_group\": \"GROUP_001\",\n \"resolved_by\": \"USER_004\",\n \"problem\": null,\n \"change_request\": null,\n \"caused_by_change\": null,\n \"incident_template\": null,\n \"parent_incident\": null,\n \"channel\": \"email\",\n \"contact_type\": \"email\",\n \"status\": \"resolved\",\n \"category\": \"password-reset\",\n \"short_description\": \"Account lockout issue\",\n \"description\": \"Multiple failed login attempts resulting in account lockout\",\n \"worknotes\": \"Account unlocked, password reset\",\n \"resolution_notes\": \"User provided with new credentials\",\n \"close_notes\": \"Issue resolved\",\n \"impact\": \"low\",\n \"urgency\": \"medium\",\n \"priority\": \"moderate\",\n \"resolution_code\": \"Solution Provided\",\n \"on_hold_reason\": null,\n \"resolved\": \"2024-02-22T10:35:00\",\n \"created_at\": \"2024-02-22T09:10:00\",\n \"updated_at\": \"2024-02-22T10:35:00\",\n \"org_id\": \"ORG_001\"\n },\n {\n \"incident_id\": \"INC_003\",\n \"number\": \"INC0000003\",\n \"caller_id\": \"USER_005\",\n \"service\": \"SVC_001\",\n \"service_offering\": \"SVCOFF_001\",\n \"configuration_item\": \"CI_001\",\n \"assigned_to\": \"USER_003\",\n \"assignment_group\": \"GROUP_001\",\n \"resolved_by\": null,\n \"problem\": null,\n \"change_request\": null,\n \"caused_by_change\": null,\n \"incident_template\": null,\n \"parent_incident\": null,\n \"channel\": \"email\",\n \"contact_type\": \"email\",\n \"status\": \"new\",\n \"category\": \"hardware\",\n \"short_description\": \"Printer connectivity issue\",\n \"description\": \"User unable to print documents from office printer\",\n \"worknotes\": \"Checking printer configuration and network connectivity\",\n \"resolution_notes\": null,\n \"close_notes\": null,\n \"impact\": \"low\",\n \"urgency\": \"medium\",\n \"priority\": \"moderate\",\n \"resolution_code\": null,\n \"on_hold_reason\": null,\n \"resolved\": null,\n \"created_at\": \"2024-02-19T10:00:00\",\n \"updated_at\": \"2024-02-19T10:00:00\",\n \"org_id\": \"ORG_001\"\n },\n {\n \"incident_id\": \"INC_004\",\n \"number\": \"INC0000004\",\n \"caller_id\": \"USER_003\",\n \"service\": \"SVC_001\",\n \"service_offering\": \"SVCOFF_001\",\n \"configuration_item\": \"CI_001\",\n \"assigned_to\": \"USER_006\",\n \"assignment_group\": \"GROUP_001\",\n \"resolved_by\": null,\n \"problem\": null,\n \"change_request\": null,\n \"caused_by_change\": null,\n \"incident_template\": \"TMPL_002\",\n \"parent_incident\": null,\n \"channel\": \"phone\",\n \"contact_type\": \"phone\",\n \"status\": \"new\",\n \"category\": \"hardware\",\n \"short_description\": \"Network connectivity issues\",\n \"description\": \"Intermittent network connection in NYC office\",\n \"worknotes\": \"Initial troubleshooting performed\",\n \"resolution_notes\": null,\n \"close_notes\": null,\n \"impact\": \"high\",\n \"urgency\": \"high\",\n \"priority\": \"high\",\n \"resolution_code\": null,\n \"on_hold_reason\": null,\n \"resolved\": null,\n \"created_at\": \"2024-02-18T09:30:00\",\n \"updated_at\": \"2024-02-18T09:30:00\",\n \"org_id\": \"ORG_001\"\n },\n {\n \"incident_id\": \"INC_001\",\n \"number\": \"INC0000001\",\n \"caller_id\": \"USER_005\",\n \"service\": \"SVC_001\",\n \"service_offering\": \"SVCOFF_001\",\n \"configuration_item\": \"CI_001\",\n \"assigned_to\": \"USER_003\",\n \"assignment_group\": \"GROUP_001\",\n \"resolved_by\": \"USER_003\",\n \"problem\": null,\n \"change_request\": null,\n \"caused_by_change\": null,\n \"incident_template\": \"TMPL_001\",\n \"parent_incident\": null,\n \"channel\": \"email\",\n \"contact_type\": \"email\",\n \"status\": \"resolved\",\n \"category\": \"password-reset\",\n \"short_description\": \"Cannot access email account\",\n \"description\": \"User reports unable to log into Outlook email client\",\n \"worknotes\": \"Password reset initiated via AD\",\n \"resolution_notes\": \"Password successfully reset and user can access email\",\n \"close_notes\": \"Issue resolved - user confirmed access restored\",\n \"impact\": \"medium\",\n \"urgency\": \"medium\",\n \"priority\": \"moderate\",\n \"resolution_code\": \"Solution Provided\",\n \"on_hold_reason\": null,\n \"resolved\": \"2024-02-15T14:30:00\",\n \"created_at\": \"2024-02-10T09:15:00\",\n \"updated_at\": \"2024-02-15T14:30:00\",\n \"org_id\": \"ORG_001\"\n }\n]","type":"function_call_output","id":null,"status":null},{"id":"msg-a6436ca1","content":[{"annotations":[],"text":"From the 7 incidents returned, I've filtered to those that are **currently open** (status = new/in_progress, not resolved/closed) AND **opened before 20 February 2024**:\n\n| Incident | Status | Created | Assigned To | Summary |\n|---|---|---|---|---|\n| INC_003 (INC0000003) | new | 2024-02-19 | USER_003 | Printer connectivity issue |\n| INC_004 (INC0000004) | new | 2024-02-18 | USER_006 | Network connectivity issues |\n\nExcluded: INC_001, INC_007, INC_017 (already resolved) and INC_014, INC_016 (opened after 20 Feb 2024).\n\nNow I need to verify the assignees and retrieve their email addresses.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"user_id\": \"USER_003\"}","call_id":"chatcmpl-tool-404e545d470c4fe69aa570e24d93fba8","name":"get_user","type":"function_call","id":"fc-4676d1b7","status":"completed","namespace":null},{"arguments":"{\"user_id\": \"USER_006\"}","call_id":"chatcmpl-tool-6d66fbe18cf64f7e855e57fa214587b4","name":"get_user","type":"function_call","id":"fc-4529cae5","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-404e545d470c4fe69aa570e24d93fba8","output":"{\n \"user_id\": \"USER_003\",\n \"user_name\": \"carlos.rodriguez\",\n \"first_name\": \"Carlos\",\n \"last_name\": \"Rodriguez\",\n \"email\": \"carlos.rodriguez@techcorp.com\",\n \"phone\": \"+1-415-555-0103\",\n \"role\": \"agent\",\n \"active\": true,\n \"org_id\": \"ORG_001\",\n \"location_id\": \"LOC_001\",\n \"created_on\": \"2024-01-17T11:00:00\",\n \"updated_on\": \"2024-01-17T11:00:00\"\n}","type":"function_call_output","id":null,"status":null},{"call_id":"chatcmpl-tool-6d66fbe18cf64f7e855e57fa214587b4","output":"{\n \"user_id\": \"USER_006\",\n \"user_name\": \"elena.petrov\",\n \"first_name\": \"Elena\",\n \"last_name\": \"Petrov\",\n \"email\": \"elena.petrov@techcorp.com\",\n \"phone\": \"+1-415-555-0106\",\n \"role\": \"agent\",\n \"active\": true,\n \"org_id\": \"ORG_001\",\n \"location_id\": \"LOC_002\",\n \"created_on\": \"2024-01-20T14:00:00\",\n \"updated_on\": \"2024-01-20T14:00:00\"\n}","type":"function_call_output","id":null,"status":null},{"id":"msg-abe8c935","content":[{"annotations":[],"text":"Both assignees are verified as active agents. Now I'll send the escalation alerts.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"email\": \"carlos.rodriguez@techcorp.com\", \"incident_id\": \"INC_003\", \"message\": \"Dear Carlos Rodriguez,\\n\\nThis incident (INC0000003) has been escalated as top-priority work due to how long it has remained unresolved.\\n\\nIncident summary: Printer connectivity issue — user unable to print documents from office printer.\\nDate created: 19 February 2024.\\n\\nThis work should now be handled ahead of other tasks and driven to resolution as quickly as possible.\\n\\nThank you.\", \"status\": \"queued\", \"subject\": \"Priority Escalation for Aging Incidents\", \"type\": \"alert\"}","call_id":"chatcmpl-tool-d7901629734a4b56aee1852987ab38f7","name":"send_notification","type":"function_call","id":"fc-3f538f76","status":"completed","namespace":null},{"arguments":"{\"email\": \"elena.petrov@techcorp.com\", \"incident_id\": \"INC_004\", \"message\": \"Dear Elena Petrov,\\n\\nThis incident (INC0000004) has been escalated as top-priority work due to how long it has remained unresolved.\\n\\nIncident summary: Network connectivity issues — intermittent network connection in NYC office.\\nDate created: 18 February 2024.\\n\\nThis work should now be handled ahead of other tasks and driven to resolution as quickly as possible.\\n\\nThank you.\", \"status\": \"queued\", \"subject\": \"Priority Escalation for Aging Incidents\", \"type\": \"alert\"}","call_id":"chatcmpl-tool-4dfa6206512c46088cf66c8c0ce98bda","name":"send_notification","type":"function_call","id":"fc-e49ee0e5","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-d7901629734a4b56aee1852987ab38f7","output":"{\n \"incident_id\": \"INC_003\",\n \"email\": \"carlos.rodriguez@techcorp.com\",\n \"type\": \"alert\",\n \"status\": \"queued\",\n \"subject\": \"Priority Escalation for Aging Incidents\",\n \"message\": \"Dear Carlos Rodriguez,\\n\\nThis incident (INC0000003) has been escalated as top-priority work due to how long it has remained unresolved.\\n\\nIncident summary: Printer connectivity issue \\u2014 user unable to print documents from office printer.\\nDate created: 19 February 2024.\\n\\nThis work should now be handled ahead of other tasks and driven to resolution as quickly as possible.\\n\\nThank you.\",\n \"notification_id\": \"NOTIF_008\",\n \"org_id\": \"ORG_001\",\n \"created_on\": \"2026-10-23T16:41:15.126137\",\n \"updated_on\": \"2026-10-23T16:41:15.126137\"\n}","type":"function_call_output","id":null,"status":null},{"call_id":"chatcmpl-tool-4dfa6206512c46088cf66c8c0ce98bda","output":"{\n \"incident_id\": \"INC_004\",\n \"email\": \"elena.petrov@techcorp.com\",\n \"type\": \"alert\",\n \"status\": \"queued\",\n \"subject\": \"Priority Escalation for Aging Incidents\",\n \"message\": \"Dear Elena Petrov,\\n\\nThis incident (INC0000004) has been escalated as top-priority work due to how long it has remained unresolved.\\n\\nIncident summary: Network connectivity issues \\u2014 intermittent network connection in NYC office.\\nDate created: 18 February 2024.\\n\\nThis work should now be handled ahead of other tasks and driven to resolution as quickly as possible.\\n\\nThank you.\",\n \"notification_id\": \"NOTIF_009\",\n \"org_id\": \"ORG_001\",\n \"created_on\": \"2026-10-23T16:41:15.323626\",\n \"updated_on\": \"2026-10-23T16:41:15.323626\"\n}","type":"function_call_output","id":null,"status":null},{"id":"msg-16e76293","content":[{"annotations":[],"text":"Both escalation alerts have been sent successfully. Here's a summary of the task:\n\n## Review Summary\n\n**Group:** Level 1 Support Team (GROUP_001)\n\n**Incidents reviewed:** 7 incidents assigned to the group. After filtering for **open incidents** (status = new/in_progress) **opened before 20 February 2024**, two qualified:\n\n| Incident | Status | Created | Assignee | Alert Sent |\n|---|---|---|---|---|\n| INC_003 (INC0000003) | new | 2024-02-19 | Carlos Rodriguez (USER_003) | ✅ NOTIF_008 |\n| INC_004 (INC0000004) | new | 2024-02-18 | Elena Petrov (USER_006) | ✅ NOTIF_009 |\n\n**Excluded from escalation:**\n- INC_001, INC_007, INC_017 — already in `resolved` status (not currently open)\n- INC_014 (created 2024-02-23) and INC_016 (created 2024-02-25) — opened after 20 February 2024\n\n**Alerts sent:** Both notifications used the subject \"Priority Escalation for Aging Incidents\" and included the escalation rationale (top-priority due to aging), a reference to the incident summary for context, the creation date, and an emphasis on prioritizing this work ahead of other tasks and driving it to rapid resolution. Both assignees were verified as active agents before sending.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"reason\": \"Reviewed all incidents assigned to the Level 1 Support Team (GROUP_001) and identified the open incidents created before 20 February 2024: INC_003 (Printer connectivity issue, created 2024-02-19, assigned to USER_003) and INC_004 (Network connectivity issues, created 2024-02-18, assigned to USER_006). Both assignees were verified as active agents and priority escalation alert notifications with subject \\\"Priority Escalation for Aging Incidents\\\" were sent to them (NOTIF_008 and NOTIF_009), including the incident summary, creation date, and instructions to prioritize and resolve quickly. Resolved incidents and incidents created after the cutoff date were excluded per the task criteria.\", \"paths\": []}","call_id":"chatcmpl-tool-56f2bbf6df5542829f64a1bc4d0a8d5a","name":"finish","type":"function_call","id":"fc-0dd332be","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-56f2bbf6df5542829f64a1bc4d0a8d5a","output":"Reviewed all incidents assigned to the Level 1 Support Team (GROUP_001) and identified the open incidents created before 20 February 2024: INC_003 (Printer connectivity issue, created 2024-02-19, assigned to USER_003) and INC_004 (Network connectivity issues, created 2024-02-18, assigned to USER_006). Both assignees were verified as active agents and priority escalation alert notifications with subject \"Priority Escalation for Aging Incidents\" were sent to them (NOTIF_008 and NOTIF_009), including the incident summary, creation date, and instructions to prioritize and resolve quickly. Resolved incidents and incidents created after the cutoff date were excluded per the task criteria.","type":"function_call_output","id":null,"status":null}]}],"turns":[],"model_calls":[],"tool_calls":[{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-e002413562cc403497797b6649e9e304","sandbox_id":null,"tool_name":"list_user_groups","started_at":1792773639.2183867,"completed_at":1792773639.712571,"duration_ms":494.1841959953308,"timing_source":"harness","status":"completed","error_type":null,"output":"{\n \"user_groups\": [\n {\n \"group_id\": \"GROUP_001\",\n \"name\": \"Level 1 Support Team\",\n \"type\": \"IT Support\",\n \"active\": true,\n \"email\": \"support-l1@techcorp.com\",\n \"description\": \"First level support team handling initial user requests\",\n \"manager_id\": \"USER_002\",\n \"org_id\": \"ORG_001\",\n \"created_on\": \"2024-01-10T08:00:00\",\n \"updated_on\": \"2024-01-10T08:00:00\"\n }\n ],\n \"total_count\": 1\n}"},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-93c38b361e01473797e31369bbc0859f","sandbox_id":null,"tool_name":"get_incidents_assigned_to","started_at":1792773664.0461452,"completed_at":1792773664.2988858,"duration_ms":252.74065602570772,"timing_source":"harness","status":"completed","error_type":null,"output":"[\n {\n \"incident_id\": \"INC_017\",\n \"number\": \"INC0000012\",\n \"caller_id\": \"USER_004\",\n \"service\": \"SVC_001\",\n \"service_offering\": \"SVCOFF_001\",\n \"configuration_item\": \"CI_001\",\n \"assigned_to\": \"USER_003\",\n \"assignment_group\": \"GROUP_001\",\n \"resolved_by\": \"USER_003\",\n \"problem\": null,\n \"change_request\": null,\n \"caused_by_change\": null,\n \"incident_template\": null,\n \"parent_incident\": null,\n \"channel\": \"self-service\",\n \"contact_type\": \"portal\",\n \"status\": \"resolved\",\n \"category\": \"hardware\",\n \"short_description\": \"Keyboard keys not responding\",\n \"description\": \"Several keyboard keys stopped working\",\n \"worknotes\": \"Keyboard replaced with new unit\",\n \"resolution_notes\": \"New keyboard installed and tested successfully\",\n \"close_notes\": \"Issue resolved\",\n \"impact\": \"low\",\n \"urgency\": \"low\",\n \"priority\": \"low\",\n \"resolution_code\": \"Solution Provided\",\n \"on_hold_reason\": null,\n \"resolved\": \"2024-02-26T14:45:00\",\n \"created_at\": \"2024-02-26T13:00:00\",\n \"updated_at\": \"2024-02-26T14:45:00\",\n \"org_id\": \"ORG_001\"\n },\n {\n \"incident_id\": \"INC_016\",\n \"number\": \"INC0000011\",\n \"caller_id\": \"USER_003\",\n \"service\": \"SVC_001\",\n \"service_offering\": \"SVCOFF_001\",\n \"configuration_item\": \"CI_001\",\n \"assigned_to\": \"USER_006\",\n \"assignment_group\": \"GROUP_001\",\n \"resolved_by\": null,\n \"problem\": null,\n \"change_request\": null,\n \"caused_by_change\": null,\n \"incident_template\": null,\n \"parent_incident\": null,\n \"channel\": \"email\",\n \"contact_type\": \"email\",\n \"status\": \"new\",\n \"category\": \"network\",\n \"short_description\": \"WiFi connection drops frequently\",\n \"description\": \"WiFi connection disconnects every few minutes\",\n \"worknotes\": \"Testing wireless adapter and router signal strength\",\n \"resolution_notes\": null,\n \"close_notes\": null,\n \"impact\": \"medium\",\n \"urgency\": \"medium\",\n \"priority\": \"moderate\",\n \"resolution_code\": null,\n \"on_hold_reason\": null,\n \"resolved\": null,\n \"created_at\": \"2024-02-25T11:20:00\",\n \"updated_at\": \"2024-02-25T11:20:00\",\n \"org_id\": \"ORG_001\"\n },\n {\n \"incident_id\": \"INC_014\",\n \"number\": \"INC0000009\",\n \"caller_id\": \"USER_005\",\n \"service\": \"SVC_001\",\n \"service_offering\": \"SVCOFF_001\",\n \"configuration_item\": \"CI_001\",\n \"assigned_to\": \"USER_003\",\n \"assignment_group\": \"GROUP_001\",\n \"resolved_by\": null,\n \"problem\": null,\n \"change_request\": null,\n \"caused_by_change\": null,\n \"incident_template\": null,\n \"parent_incident\": null,\n \"channel\": \"self-service\",\n \"contact_type\": \"portal\",\n \"status\": \"new\",\n \"category\": \"hardware\",\n \"short_description\": \"Monitor display flickering\",\n \"description\": \"Monitor screen flickers intermittently during use\",\n \"worknotes\": \"Checking display cable connections and graphics driver\",\n \"resolution_notes\": null,\n \"close_notes\": null,\n \"impact\": \"low\",\n \"urgency\": \"medium\",\n \"priority\": \"moderate\",\n \"resolution_code\": null,\n \"on_hold_reason\": null,\n \"resolved\": null,\n \"created_at\": \"2024-02-23T10:00:00\",\n \"updated_at\": \"2024-02-23T10:00:00\",\n \"org_id\": \"ORG_001\"\n },\n {\n \"incident_id\": \"INC_007\",\n \"number\": \"INC0000007\",\n \"caller_id\": \"USER_003\",\n \"service\": \"SVC_001\",\n \"service_offering\": \"SVCOFF_001\",\n \"configuration_item\": \"CI_001\",\n \"assigned_to\": \"USER_004\",\n \"assignment_group\": \"GROUP_001\",\n \"resolved_by\": \"USER_004\",\n \"problem\": null,\n \"change_request\": null,\n \"caused_by_change\": null,\n \"incident_template\": null,\n \"parent_incident\": null,\n \"channel\": \"email\",\n \"contact_type\": \"email\",\n \"status\": \"resolved\",\n \"category\": \"password-reset\",\n \"short_description\": \"Account lockout issue\",\n \"description\": \"Multiple failed login attempts resulting in account lockout\",\n \"worknotes\": \"Account unlocked, password reset\",\n \"resolution_notes\": \"User provided with new credentials\",\n \"close_notes\": \"Issue resolved\",\n \"impact\": \"low\",\n \"urgency\": \"medium\",\n \"priority\": \"moderate\",\n \"resolution_code\": \"Solution Provided\",\n \"on_hold_reason\": null,\n \"resolved\": \"2024-02-22T10:35:00\",\n \"created_at\": \"2024-02-22T09:10:00\",\n \"updated_at\": \"2024-02-22T10:35:00\",\n \"org_id\": \"ORG_001\"\n },\n {\n \"incident_id\": \"INC_003\",\n \"number\": \"INC0000003\",\n \"caller_id\": \"USER_005\",\n \"service\": \"SVC_001\",\n \"service_offering\": \"SVCOFF_001\",\n \"configuration_item\": \"CI_001\",\n \"assigned_to\": \"USER_003\",\n \"assignment_group\": \"GROUP_001\",\n \"resolved_by\": null,\n \"problem\": null,\n \"change_request\": null,\n \"caused_by_change\": null,\n \"incident_template\": null,\n \"parent_incident\": null,\n \"channel\": \"email\",\n \"contact_type\": \"email\",\n \"status\": \"new\",\n \"category\": \"hardware\",\n \"short_description\": \"Printer connectivity issue\",\n \"description\": \"User unable to print documents from office printer\",\n \"worknotes\": \"Checking printer configuration and network connectivity\",\n \"resolution_notes\": null,\n \"close_notes\": null,\n \"impact\": \"low\",\n \"urgency\": \"medium\",\n \"priority\": \"moderate\",\n \"resolution_code\": null,\n \"on_hold_reason\": null,\n \"resolved\": null,\n \"created_at\": \"2024-02-19T10:00:00\",\n \"updated_at\": \"2024-02-19T10:00:00\",\n \"org_id\": \"ORG_001\"\n },\n {\n \"incident_id\": \"INC_004\",\n \"number\": \"INC0000004\",\n \"caller_id\": \"USER_003\",\n \"service\": \"SVC_001\",\n \"service_offering\": \"SVCOFF_001\",\n \"configuration_item\": \"CI_001\",\n \"assigned_to\": \"USER_006\",\n \"assignment_group\": \"GROUP_001\",\n \"resolved_by\": null,\n \"problem\": null,\n \"change_request\": null,\n \"caused_by_change\": null,\n \"incident_template\": \"TMPL_002\",\n \"parent_incident\": null,\n \"channel\": \"phone\",\n \"contact_type\": \"phone\",\n \"status\": \"new\",\n \"category\": \"hardware\",\n \"short_description\": \"Network connectivity issues\",\n \"description\": \"Intermittent network connection in NYC office\",\n \"worknotes\": \"Initial troubleshooting performed\",\n \"resolution_notes\": null,\n \"close_notes\": null,\n \"impact\": \"high\",\n \"urgency\": \"high\",\n \"priority\": \"high\",\n \"resolution_code\": null,\n \"on_hold_reason\": null,\n \"resolved\": null,\n \"created_at\": \"2024-02-18T09:30:00\",\n \"updated_at\": \"2024-02-18T09:30:00\",\n \"org_id\": \"ORG_001\"\n },\n {\n \"incident_id\": \"INC_001\",\n \"number\": \"INC0000001\",\n \"caller_id\": \"USER_005\",\n \"service\": \"SVC_001\",\n \"service_offering\": \"SVCOFF_001\",\n \"configuration_item\": \"CI_001\",\n \"assigned_to\": \"USER_003\",\n \"assignment_group\": \"GROUP_001\",\n \"resolved_by\": \"USER_003\",\n \"problem\": null,\n \"change_request\": null,\n \"caused_by_change\": null,\n \"incident_template\": \"TMPL_001\",\n \"parent_incident\": null,\n \"channel\": \"email\",\n \"contact_type\": \"email\",\n \"status\": \"resolved\",\n \"category\": \"password-reset\",\n \"short_description\": \"Cannot access email account\",\n \"description\": \"User reports unable to log into Outlook email client\",\n \"worknotes\": \"Password reset initiated via AD\",\n \"resolution_notes\": \"Password successfully reset and user can access email\",\n \"close_notes\": \"Issue resolved - user confirmed access restored\",\n \"impact\": \"medium\",\n \"urgency\": \"medium\",\n \"priority\": \"moderate\",\n \"resolution_code\": \"Solution Provided\",\n \"on_hold_reason\": null,\n \"resolved\": \"2024-02-15T14:30:00\",\n \"created_at\": \"2024-02-10T09:15:00\",\n \"updated_at\": \"2024-02-15T14:30:00\",\n \"org_id\": \"ORG_001\"\n }\n]"},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-404e545d470c4fe69aa570e24d93fba8","sandbox_id":null,"tool_name":"get_user","started_at":1792773672.2938685,"completed_at":1792773673.042116,"duration_ms":748.2472800184041,"timing_source":"harness","status":"completed","error_type":null,"output":"{\n \"user_id\": \"USER_003\",\n \"user_name\": \"carlos.rodriguez\",\n \"first_name\": \"Carlos\",\n \"last_name\": \"Rodriguez\",\n \"email\": \"carlos.rodriguez@techcorp.com\",\n \"phone\": \"+1-415-555-0103\",\n \"role\": \"agent\",\n \"active\": true,\n \"org_id\": \"ORG_001\",\n \"location_id\": \"LOC_001\",\n \"created_on\": \"2024-01-17T11:00:00\",\n \"updated_on\": \"2024-01-17T11:00:00\"\n}"},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-6d66fbe18cf64f7e855e57fa214587b4","sandbox_id":null,"tool_name":"get_user","started_at":1792773673.0439289,"completed_at":1792773673.2182002,"duration_ms":174.2714400170371,"timing_source":"harness","status":"completed","error_type":null,"output":"{\n \"user_id\": \"USER_006\",\n \"user_name\": \"elena.petrov\",\n \"first_name\": \"Elena\",\n \"last_name\": \"Petrov\",\n \"email\": \"elena.petrov@techcorp.com\",\n \"phone\": \"+1-415-555-0106\",\n \"role\": \"agent\",\n \"active\": true,\n \"org_id\": \"ORG_001\",\n \"location_id\": \"LOC_002\",\n \"created_on\": \"2024-01-20T14:00:00\",\n \"updated_on\": \"2024-01-20T14:00:00\"\n}"},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-d7901629734a4b56aee1852987ab38f7","sandbox_id":null,"tool_name":"send_notification","started_at":1792773675.0096092,"completed_at":1792773675.212733,"duration_ms":203.12393293716013,"timing_source":"harness","status":"completed","error_type":null,"output":"{\n \"incident_id\": \"INC_003\",\n \"email\": \"carlos.rodriguez@techcorp.com\",\n \"type\": \"alert\",\n \"status\": \"queued\",\n \"subject\": \"Priority Escalation for Aging Incidents\",\n \"message\": \"Dear Carlos Rodriguez,\\n\\nThis incident (INC0000003) has been escalated as top-priority work due to how long it has remained unresolved.\\n\\nIncident summary: Printer connectivity issue \\u2014 user unable to print documents from office printer.\\nDate created: 19 February 2024.\\n\\nThis work should now be handled ahead of other tasks and driven to resolution as quickly as possible.\\n\\nThank you.\",\n \"notification_id\": \"NOTIF_008\",\n \"org_id\": \"ORG_001\",\n \"created_on\": \"2026-10-23T16:41:15.126137\",\n \"updated_on\": \"2026-10-23T16:41:15.126137\"\n}"},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-4dfa6206512c46088cf66c8c0ce98bda","sandbox_id":null,"tool_name":"send_notification","started_at":1792773675.21513,"completed_at":1792773675.4120138,"duration_ms":196.88367599155754,"timing_source":"harness","status":"completed","error_type":null,"output":"{\n \"incident_id\": \"INC_004\",\n \"email\": \"elena.petrov@techcorp.com\",\n \"type\": \"alert\",\n \"status\": \"queued\",\n \"subject\": \"Priority Escalation for Aging Incidents\",\n \"message\": \"Dear Elena Petrov,\\n\\nThis incident (INC0000004) has been escalated as top-priority work due to how long it has remained unresolved.\\n\\nIncident summary: Network connectivity issues \\u2014 intermittent network connection in NYC office.\\nDate created: 18 February 2024.\\n\\nThis work should now be handled ahead of other tasks and driven to resolution as quickly as possible.\\n\\nThank you.\",\n \"notification_id\": \"NOTIF_009\",\n \"org_id\": \"ORG_001\",\n \"created_on\": \"2026-10-23T16:41:15.323626\",\n \"updated_on\": \"2026-10-23T16:41:15.323626\"\n}"},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-56f2bbf6df5542829f64a1bc4d0a8d5a","sandbox_id":null,"tool_name":"finish","started_at":1792773691.8149006,"completed_at":1792773691.8149478,"duration_ms":0.04715495742857456,"timing_source":"harness","status":"completed","error_type":null,"output":"Reviewed all incidents assigned to the Level 1 Support Team (GROUP_001) and identified the open incidents created before 20 February 2024: INC_003 (Printer connectivity issue, created 2024-02-19, assigned to USER_003) and INC_004 (Network connectivity issues, created 2024-02-18, assigned to USER_006). Both assignees were verified as active agents and priority escalation alert notifications with subject \"Priority Escalation for Aging Incidents\" were sent to them (NOTIF_008 and NOTIF_009), including the incident summary, creation date, and instructions to prioritize and resolve quickly. Resolved incidents and incidents created after the cutoff date were excluded per the task criteria."}],"gaps":[{"code":"model_calls_unavailable","invocation_id":null,"detail":null},{"code":"turns_unavailable","invocation_id":null,"detail":null}]}} +{"responses_create_params":{"background":null,"include":null,"input":[{"content":"You are an integrated automation agent for a hybrid environment managing both Google Calendar and ServiceNow Customer Service Management (CSM). You have full administrative permissions to manage users, cases, products, calendars, and meetings in a safe and authorized capacity. Do not ask for confirmation before taking action.","role":"system","type":"message","phase":null},{"content":"Stephanie Brown is starting in the Sydney office as the new support lead. Create her ServiceNow user account with the manager role and associate it with the User 15 – Sydney location. Create a secondary Google Calendar named “Stephanie – Team Leads”. Add her to the Account Management group. Finally, locate and retrieve the “readiness and drills” onboarding knowledge article for her next steps.","role":"user","type":"message","phase":null}],"instructions":null,"max_output_tokens":null,"max_tool_calls":null,"metadata":null,"model":null,"parallel_tool_calls":true,"previous_response_id":null,"prompt":null,"reasoning":null,"service_tier":null,"store":null,"context_management":null,"conversation":null,"moderation":null,"prompt_cache_key":null,"prompt_cache_retention":null,"safety_identifier":null,"stream_options":null,"temperature":null,"text":null,"tool_choice":"auto","tools":[{"name":"create_calendar","parameters":{"type":"object","properties":{"summary":{"type":"string","description":"Calendar title (1-255 characters)","minLength":1,"maxLength":255},"description":{"type":"string","description":"Calendar description (max 1000 characters)","maxLength":1000},"location":{"type":"string","description":"Geographic location (max 500 characters)","maxLength":500},"timeZone":{"type":"string","description":"Calendar timezone in IANA format (default: UTC)","default":"UTC"},"conferenceProperties":{"type":"object","description":"Conference solution settings","properties":{"allowedConferenceSolutionTypes":{"type":"array","items":{"type":"string","enum":["eventHangout","eventNamedHangout","hangoutsMeet"]},"description":"Allowed conference solution types"}}}},"required":["summary"]},"strict":false,"type":"function","description":"Create a new secondary calendar.\n\n Creates a new calendar following Google Calendar API v3 structure. This endpoint\n strictly creates a secondary calendar. It does not create or promote a primary calendar.\n The user must already exist; otherwise a 404 is returned.\n\n Request Body Requirements:\n - summary: Required. Calendar title (1-255 characters)\n - description: Optional. Calendar description (max 1000 characters)\n - location: Optional. Geographic location (max 500 characters)\n - timeZone: Optional. Calendar timezone in IANA format (default: UTC)\n - conferenceProperties: Optional. Conference solution settings\n\n Notes:\n - This operation cannot create a primary calendar. Use account provisioning or separate tooling to ensure a primary exists.\n\n Response Structure:\n - Returns the created calendar with Google Calendar API v3 format:\n * kind: \"calendar#calendar\"\n * etag: ETag of the resource\n * id: Unique calendar identifier (UUID)\n * summary: Calendar title\n * description: Calendar description (if provided)\n * location: Calendar location (if provided)\n * timeZone: Calendar timezone\n * conferenceProperties: Conference settings (if provided)\n\n Status Codes:\n - 201: Created - Calendar created successfully\n - 400: Bad Request - Invalid calendar data\n - 404: Not Found - User not found\n - 500: Internal Server Error"},{"name":"find_user","parameters":{"type":"object","properties":{"name":{"type":"string","description":"Full name of user, e.g., 'Harry Middleton'."}},"required":["name"]},"strict":false,"type":"function","description":"Look up a user (portal customer, portal user or internal agent) by full name."},{"name":"find_account","parameters":{"type":"object","properties":{"name":{"type":"string","description":"Exact account name, e.g., 'Wood and Sons'.","minLength":1}},"required":["name"]},"strict":false,"type":"function","description":"Retrieve an account by its exact name. Account is a company or organization that has a relationship with the business."},{"name":"find_location","parameters":{"type":"object","properties":{"name":{"type":"string","description":"Given Location name","minLength":1}},"required":["name"]},"strict":false,"type":"function","description":"Look up a location (site/campus) by exact given name for it. Location represents a physical site or campus or user's location where services or products are installed or the user resides."},{"name":"find_user_group","parameters":{"type":"object","properties":{"name":{"type":"string","description":"Exact name of the user group (unique).","minLength":1}},"required":["name"]},"strict":false,"type":"function","description":"Retrieve a user group by exact name. User Group represents a collection of users grouped together for assignment or organizational purposes."},{"name":"retrieve_knowledge","parameters":{"type":"object","properties":{"search_text":{"type":"string","description":"Full-text search across article title and body. Free form search."},"knowledge_id":{"type":"integer","description":"Filter by unique knowledge article ID."},"kb_number":{"type":"string","description":"Filter by knowledge base number."},"title":{"type":"string","description":"Filter by article title."},"state":{"type":"string","enum":["draft","published","retired"],"description":"Filter by article lifecycle state."},"visibility":{"type":"string","enum":["internal","external"],"description":"Filter by article visibility. Internal for staff, external for customers/public."},"product_id":{"type":"integer","description":"Filter by related product ID."},"owner_id":{"type":"integer","description":"Filter by user ID of the article owner. User who authored the article."},"created_before":{"type":"string","description":"Retrieve articles created before this timestamp."},"created_after":{"type":"string","description":"Retrieve articles created after this timestamp."},"limit":{"type":"integer","description":"Limit the number of articles returned."}}},"strict":false,"type":"function","description":"Retrieve knowledge articles with full-text search on title/body and structured filters. All inputs are optional; not providing any filter will return all knowledge articles. A knowledge article is a documented piece of information that provides solutions, answers, or guidance on specific topics to help users resolve issues or learn about products and services."},{"name":"add_new_user","parameters":{"type":"object","properties":{"first_name":{"type":"string","description":"User's first name.","minLength":1},"last_name":{"type":"string","description":"User's last name.","minLength":1},"email":{"type":"string","description":"Unique email address of the user.","minLength":1},"phone":{"type":"string","description":"Contact phone number of the user."},"role":{"type":"string","enum":["admin","agent","manager","customer"],"description":"User role within the system."},"location_id":{"type":"integer","description":"Associated location identifier. Optional. Location where user resides/works."},"active":{"type":"boolean","description":"Whether the user is active (true) or inactive (false)."}},"required":["first_name","last_name","email","role","active"]},"strict":false,"type":"function","description":"Create a new user record. A user represents an individual who interacts with the system, such as support agents, managers, or customers."},{"name":"add_new_group_member","parameters":{"type":"object","properties":{"group_id":{"type":"integer","description":"Identifier of the group the user will be added to."},"user_id":{"type":"integer","description":"Identifier of the user being added to the group."}},"required":["group_id","user_id"]},"strict":false,"type":"function","description":"Add a user to a group. Combination of group_id and user_id should be unique."}],"top_logprobs":null,"top_p":null,"truncation":null,"user":null,"stream":null},"response":{"id":"stirrup-3-0","created_at":1792773720.0,"error":null,"incomplete_details":null,"instructions":null,"metadata":{"elapsed_seconds":"67.89967012405396"},"model":"default","object":"response","output":[{"content":"You are an AI agent that will be given a specific task. You are to complete that task using the tools provided in 100 steps. You will need to call a finish tool as your last step, where you will pass your finish reason and any required final fields for that tool.\n You are not able to interact with the user during the task.\n\nFollow these instructions from the User:\nYou are an integrated automation agent for a hybrid environment managing both Google Calendar and ServiceNow Customer Service Management (CSM). You have full administrative permissions to manage users, cases, products, calendars, and meetings in a safe and authorized capacity. Do not ask for confirmation before taking action.","role":"system","type":"message","phase":null},{"content":"Stephanie Brown is starting in the Sydney office as the new support lead. Create her ServiceNow user account with the manager role and associate it with the User 15 – Sydney location. Create a secondary Google Calendar named “Stephanie – Team Leads”. Add her to the Account Management group. Finally, locate and retrieve the “readiness and drills” onboarding knowledge article for her next steps.","role":"user","type":"message","phase":null},{"id":"msg-d005c699","content":[{"annotations":[],"text":"I'll start by looking up the Sydney location and the Account Management group in parallel.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"name\": \"User 15 – Sydney\"}","call_id":"chatcmpl-tool-1a0b09a00f92406297e166b6a9b45650","name":"find_location","type":"function_call","id":"fc-097d64dc","status":"completed","namespace":null},{"arguments":"{\"name\": \"Account Management\"}","call_id":"chatcmpl-tool-2cd1f0652e034da39eec9f08ecef51df","name":"find_user_group","type":"function_call","id":"fc-d828a645","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-1a0b09a00f92406297e166b6a9b45650","output":"{}","type":"function_call_output","id":null,"status":null},{"call_id":"chatcmpl-tool-2cd1f0652e034da39eec9f08ecef51df","output":"{\"group_id\": 7, \"name\": \"Account Management\", \"type\": \"support\", \"active\": 1}","type":"function_call_output","id":null,"status":null},{"id":"msg-3d766d43","content":[{"annotations":[],"text":"The group was found. The location lookup came back empty — let me try alternate name formats.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"name\": \"User 15 - Sydney\"}","call_id":"chatcmpl-tool-5cc458f364d24544a525843188620001","name":"find_location","type":"function_call","id":"fc-c1fe2506","status":"completed","namespace":null},{"arguments":"{\"name\": \"Sydney\"}","call_id":"chatcmpl-tool-ffaff0a1aa9b4fb7826125bcbeda4e27","name":"find_location","type":"function_call","id":"fc-88327280","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-5cc458f364d24544a525843188620001","output":"{\"location_id\": 15, \"name\": \"User 15 - Sydney\", \"city\": \"sydney\", \"country\": \"australia\", \"active\": 1}","type":"function_call_output","id":null,"status":null},{"call_id":"chatcmpl-tool-ffaff0a1aa9b4fb7826125bcbeda4e27","output":"{}","type":"function_call_output","id":null,"status":null},{"id":"msg-ad8591f5","content":[{"annotations":[],"text":"Found the location (ID 15). Now I'll create her user account and the secondary calendar in parallel.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"active\": true, \"first_name\": \"Stephanie\", \"last_name\": \"Brown\", \"location_id\": 15, \"role\": \"manager\"}","call_id":"chatcmpl-tool-abbfb9d2497f4edea683298ea8958b57","name":"add_new_user","type":"function_call","id":"fc-19676887","status":"completed","namespace":null},{"arguments":"{\"summary\": \"Stephanie – Team Leads\"}","call_id":"chatcmpl-tool-9b0ef6854f84410289d270619c7627b4","name":"create_calendar","type":"function_call","id":"fc-39cdc115","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-abbfb9d2497f4edea683298ea8958b57","output":"API Error [add_new_user]: [{'type': 'missing', 'loc': ['body', 'email'], 'msg': 'Field required', 'input': {'database_id': 'db_70a6dc5d692e41f4ae618233e28e87e5', 'active': True, 'first_name': 'Stephanie', 'last_name': 'Brown', 'location_id': 15, 'role': 'manager'}}]","type":"function_call_output","id":null,"status":null},{"call_id":"chatcmpl-tool-9b0ef6854f84410289d270619c7627b4","output":"{\n \"kind\": \"calendar#calendar\",\n \"etag\": \"etag-a8a62586-435e-4727-97c9-a5a2b331f5d6-2026-10-23T16:41:20.657870\",\n \"id\": \"a8a62586-435e-4727-97c9-a5a2b331f5d6\",\n \"summary\": \"Stephanie \\u2013 Team Leads\",\n \"description\": null,\n \"location\": null,\n \"timeZone\": \"UTC\",\n \"conferenceProperties\": {\n \"allowedConferenceSolutionTypes\": null\n }\n}","type":"function_call_output","id":null,"status":null},{"id":"msg-711a457c","content":[{"annotations":[],"text":"The calendar was created successfully. The user creation requires an email — let me check if Stephanie already exists in the system first.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"name\": \"Stephanie Brown\"}","call_id":"chatcmpl-tool-cbbd176b81dc4511a2238935586b0b58","name":"find_user","type":"function_call","id":"fc-6fb38b46","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-cbbd176b81dc4511a2238935586b0b58","output":"{}","type":"function_call_output","id":null,"status":null},{"id":"msg-2b0835a4","content":[{"annotations":[],"text":"No existing user. I'll create her account with a standard corporate email.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"active\": true, \"email\": \"stephanie.brown@company.com\", \"first_name\": \"Stephanie\", \"last_name\": \"Brown\", \"location_id\": 15, \"role\": \"manager\"}","call_id":"chatcmpl-tool-866b782bd4ea4554847b78cd3afa679f","name":"add_new_user","type":"function_call","id":"fc-e615cd0c","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-866b782bd4ea4554847b78cd3afa679f","output":"{\"user_id\": 803, \"first_name\": \"Stephanie\", \"last_name\": \"Brown\", \"email\": \"stephanie.brown@company.com\", \"phone\": null, \"role\": \"manager\", \"location_id\": 15, \"active\": 1, \"sys_created_on\": \"2026-10-23 16:41:26\", \"sys_updated_on\": \"2026-10-23 16:41:26\"}","type":"function_call_output","id":null,"status":null},{"id":"msg-61910442","content":[{"annotations":[],"text":"User created (ID 803). Now I'll add her to the Account Management group and search for the readiness and drills knowledge article in parallel.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"group_id\": 7, \"user_id\": 803}","call_id":"chatcmpl-tool-6349f5fd8cc64c52bd1ffaf47f4e394f","name":"add_new_group_member","type":"function_call","id":"fc-a40728bf","status":"completed","namespace":null},{"arguments":"{\"search_text\": \"readiness and drills\"}","call_id":"chatcmpl-tool-d52920f836be49e98ea1b35193450af6","name":"retrieve_knowledge","type":"function_call","id":"fc-78bbc4b0","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-6349f5fd8cc64c52bd1ffaf47f4e394f","output":"{\"member_id\": 960, \"group_id\": 7, \"user_id\": 803, \"sys_created_on\": \"2026-10-23 16:41:29\"}","type":"function_call_output","id":null,"status":null},{"call_id":"chatcmpl-tool-d52920f836be49e98ea1b35193450af6","output":"[{\"knowledge_id\": 369, \"kb_number\": \"KB-0000369\", \"title\": \"Issue Resolution related to Common CSM Process, step-by-step guide \\u2014 Readiness & Drills\", \"state\": \"published\", \"visibility\": \"external\", \"product_id\": null, \"owner_id\": 204, \"sys_created_on\": \"2025-08-27 15:30:08\", \"body\": \"Process: Readiness & Drills Summary: Teams not prepared for incidents. Resolution Steps: 1) Drill schedule. 2) Page test & bridge. 3) Playbook walk-through. 4) Measure MTTA/MTTR. 5) Remediate gaps. Rules: Non-production drills policy. Workarounds: Simulated incidents. Policies/Process: Readiness scorecards.\", \"score\": 14.5}, {\"knowledge_id\": 368, \"kb_number\": \"KB-0000368\", \"title\": \"Issue Resolution related to Common CSM Process, step-by-step guide \\u2014 Handovers\", \"state\": \"published\", \"visibility\": \"external\", \"product_id\": null, \"owner_id\": 488, \"sys_created_on\": \"2025-08-27 15:45:31\", \"body\": \"Process: Handover & Ownership Summary: Gaps during shift changes. Resolution Steps: 1) Standard handover template. 2) Define owners & next actions. 3) Link artifacts. 4) Confirm read-back. 5) Update timeline. Rules: On-call etiquette. Workarounds: Shadow overlap period. Policies/Process: Handover SOP.\", \"score\": 9.5}, {\"knowledge_id\": 275, \"kb_number\": \"KB-0000275\", \"title\": \"Issue Resolution related to Standard Support SLA (8x5), step-by-step guide\", \"state\": \"retired\", \"visibility\": \"external\", \"product_id\": 182, \"owner_id\": 210, \"sys_created_on\": \"2025-08-27 15:35:17\", \"body\": \"Offering: Standard Support SLA (8x5) Summary: Queue backups and delayed responses. Resolution Steps: 1) Load-balance across queues. 2) Triage by impact. 3) Proactive updates. 4) Escalate per policy. 5) Review staffing. Rules: Business hours comms policy. Workarounds: Temporary extended hours. Policies/Process: Process change logged.\", \"score\": 7.0}, {\"knowledge_id\": 154, \"kb_number\": \"KB-0000154\", \"title\": \"Issue Resolution related to Windows Server 2019 Standard Update 82, step-by-step guide\", \"state\": \"published\", \"visibility\": \"internal\", \"product_id\": 102, \"owner_id\": 75, \"sys_created_on\": \"2025-08-27 15:49:42\", \"body\": \"Product: Windows Server 2019 Standard Update 82 Summary: Services fail after patch. Resolution Steps: 1) Event log triage. 2) Roll back update. 3) Repair roles/features. 4) Update NIC/Storage drivers. 5) Validate. Rules: Snapshot. audit trail. Workarounds: Minimal services. offload roles. Policies & Process: Change ticket & rollback.\", \"score\": 6.5}, {\"knowledge_id\": 294, \"kb_number\": \"KB-0000294\", \"title\": \"Issue Resolution related to Standard Support SLA (8x5, Tier 14), step-by-step guide\", \"state\": \"published\", \"visibility\": \"internal\", \"product_id\": 194, \"owner_id\": 718, \"sys_created_on\": \"2025-08-27 15:48:28\", \"body\": \"Offering: Standard Support (8x5, T14) Summary: Response time variability. Resolution Steps: 1) Queue health check. 2) Rebalance staffing. 3) Prioritize high-impact. 4) Proactive comms. 5) Review weekly metrics. Rules: Hours-of-operation policy. Workarounds: Temporary extended hours. Policies/Process: SLA review with PMO.\", \"score\": 6.5}]","type":"function_call_output","id":null,"status":null},{"id":"msg-02e8cc8c","content":[{"annotations":[],"text":"All tasks are complete. Here's a summary of everything accomplished:\n\n## ✅ Onboarding Summary for Stephanie Brown\n\n**1. ServiceNow User Account Created**\n- **User ID:** 803\n- **Name:** Stephanie Brown\n- **Email:** stephanie.brown@company.com\n- **Role:** Manager\n- **Location:** User 15 - Sydney (Sydney, Australia)\n- **Status:** Active\n\n**2. Secondary Google Calendar Created**\n- **Name:** Stephanie – Team Leads\n- **Calendar ID:** a8a62586-435e-4727-97c9-a5a2b331f5d6\n\n**3. Group Membership Added**\n- Added to **Account Management** group (Group ID: 7, type: support) — membership ID 960\n\n**4. Onboarding Knowledge Article Retrieved**\n- **KB-0000369** (Knowledge ID: 369) — *\"Issue Resolution related to Common CSM Process, step-by-step guide — Readiness & Drills\"*\n- **Status:** Published, externally visible\n- **Summary:** Teams not prepared for incidents\n- **Resolution Steps:**\n 1. Drill schedule\n 2. Page test & bridge\n 3. Playbook walk-through\n 4. Measure MTTA/MTTR\n 5. Remediate gaps\n- **Rules:** Non-production drills policy\n- **Workarounds:** Simulated incidents\n- **Policies/Process:** Readiness scorecards\n\nStephanie is fully set up in the system — her account, location association, group membership, and team calendar are all in place, and she has the readiness & drills article to guide her next steps.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"reason\": \"All onboarding tasks completed successfully: (1) Created ServiceNow user account for Stephanie Brown (user_id 803) with manager role and User 15 - Sydney location association; (2) Created secondary Google Calendar \\\"Stephanie – Team Leads\\\"; (3) Added her to the Account Management group (group_id 7); (4) Retrieved the \\\"Readiness & Drills\\\" onboarding knowledge article KB-0000369 for her next steps.\", \"paths\": []}","call_id":"chatcmpl-tool-9bca1b159a8c4b7a9a4020b4fd124a13","name":"finish","type":"function_call","id":"fc-4bac4f98","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-9bca1b159a8c4b7a9a4020b4fd124a13","output":"All onboarding tasks completed successfully: (1) Created ServiceNow user account for Stephanie Brown (user_id 803) with manager role and User 15 - Sydney location association; (2) Created secondary Google Calendar \"Stephanie – Team Leads\"; (3) Added her to the Account Management group (group_id 7); (4) Retrieved the \"Readiness & Drills\" onboarding knowledge article KB-0000369 for her next steps.","type":"function_call_output","id":null,"status":null}],"parallel_tool_calls":false,"temperature":null,"tool_choice":"auto","tools":[],"top_p":null,"background":null,"completed_at":null,"conversation":null,"max_output_tokens":null,"max_tool_calls":null,"moderation":null,"previous_response_id":null,"prompt":null,"prompt_cache_key":null,"prompt_cache_retention":null,"reasoning":null,"safety_identifier":null,"service_tier":null,"status":"completed","text":null,"top_logprobs":null,"truncation":null,"usage":{"input_tokens":18387,"input_tokens_details":{"cached_tokens":2560},"output_tokens":1001,"output_tokens_details":{"reasoning_tokens":180},"total_tokens":19388},"user":null,"metrics":null},"reward":0.0,"mask_sample":false,"failure_kind":null,"failure_reason":null,"ng_agent_observations":{"source":"stirrup","records":[{"kind":"agent_invocation","invocation_id":"root","parent_invocation_id":null,"spawned_by_tool_call_id":null,"status":"completed","stop_reason":null,"duration_ms":null,"error_type":null,"model_calls":[{"model_call_id":null,"model_ref":{"type":"responses_api_models","name":"policy_model"},"response_id":"chatcmpl-3a317e6091434e398c6293e1f5fa2454"},{"model_call_id":null,"model_ref":{"type":"responses_api_models","name":"policy_model"},"response_id":"chatcmpl-767474efd7a5442d98613d7833c3dbb5"},{"model_call_id":null,"model_ref":{"type":"responses_api_models","name":"policy_model"},"response_id":"chatcmpl-8faf34af76524efc8c31c6ba230d631e"},{"model_call_id":null,"model_ref":{"type":"responses_api_models","name":"policy_model"},"response_id":"chatcmpl-f8c30cf9c7c84a4585ed19ae5ca2dbe4"},{"model_call_id":null,"model_ref":{"type":"responses_api_models","name":"policy_model"},"response_id":"chatcmpl-00017392c24146aebae94846bd2d428b"},{"model_call_id":null,"model_ref":{"type":"responses_api_models","name":"policy_model"},"response_id":"chatcmpl-eb3301d273624169908722be462c9d2e"},{"model_call_id":null,"model_ref":{"type":"responses_api_models","name":"policy_model"},"response_id":"chatcmpl-fed740e601f0449ead66b75817c80dfd"}],"conversation":[{"content":"You are an AI agent that will be given a specific task. You are to complete that task using the tools provided in 100 steps. You will need to call a finish tool as your last step, where you will pass your finish reason and any required final fields for that tool.\n You are not able to interact with the user during the task.\n\nFollow these instructions from the User:\nYou are an integrated automation agent for a hybrid environment managing both Google Calendar and ServiceNow Customer Service Management (CSM). You have full administrative permissions to manage users, cases, products, calendars, and meetings in a safe and authorized capacity. Do not ask for confirmation before taking action.","role":"system","type":"message","phase":null},{"content":"Stephanie Brown is starting in the Sydney office as the new support lead. Create her ServiceNow user account with the manager role and associate it with the User 15 – Sydney location. Create a secondary Google Calendar named “Stephanie – Team Leads”. Add her to the Account Management group. Finally, locate and retrieve the “readiness and drills” onboarding knowledge article for her next steps.","role":"user","type":"message","phase":null},{"id":"msg-d005c699","content":[{"annotations":[],"text":"I'll start by looking up the Sydney location and the Account Management group in parallel.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"name\": \"User 15 – Sydney\"}","call_id":"chatcmpl-tool-1a0b09a00f92406297e166b6a9b45650","name":"find_location","type":"function_call","id":"fc-097d64dc","status":"completed","namespace":null},{"arguments":"{\"name\": \"Account Management\"}","call_id":"chatcmpl-tool-2cd1f0652e034da39eec9f08ecef51df","name":"find_user_group","type":"function_call","id":"fc-d828a645","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-1a0b09a00f92406297e166b6a9b45650","output":"{}","type":"function_call_output","id":null,"status":null},{"call_id":"chatcmpl-tool-2cd1f0652e034da39eec9f08ecef51df","output":"{\"group_id\": 7, \"name\": \"Account Management\", \"type\": \"support\", \"active\": 1}","type":"function_call_output","id":null,"status":null},{"id":"msg-3d766d43","content":[{"annotations":[],"text":"The group was found. The location lookup came back empty — let me try alternate name formats.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"name\": \"User 15 - Sydney\"}","call_id":"chatcmpl-tool-5cc458f364d24544a525843188620001","name":"find_location","type":"function_call","id":"fc-c1fe2506","status":"completed","namespace":null},{"arguments":"{\"name\": \"Sydney\"}","call_id":"chatcmpl-tool-ffaff0a1aa9b4fb7826125bcbeda4e27","name":"find_location","type":"function_call","id":"fc-88327280","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-5cc458f364d24544a525843188620001","output":"{\"location_id\": 15, \"name\": \"User 15 - Sydney\", \"city\": \"sydney\", \"country\": \"australia\", \"active\": 1}","type":"function_call_output","id":null,"status":null},{"call_id":"chatcmpl-tool-ffaff0a1aa9b4fb7826125bcbeda4e27","output":"{}","type":"function_call_output","id":null,"status":null},{"id":"msg-ad8591f5","content":[{"annotations":[],"text":"Found the location (ID 15). Now I'll create her user account and the secondary calendar in parallel.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"active\": true, \"first_name\": \"Stephanie\", \"last_name\": \"Brown\", \"location_id\": 15, \"role\": \"manager\"}","call_id":"chatcmpl-tool-abbfb9d2497f4edea683298ea8958b57","name":"add_new_user","type":"function_call","id":"fc-19676887","status":"completed","namespace":null},{"arguments":"{\"summary\": \"Stephanie – Team Leads\"}","call_id":"chatcmpl-tool-9b0ef6854f84410289d270619c7627b4","name":"create_calendar","type":"function_call","id":"fc-39cdc115","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-abbfb9d2497f4edea683298ea8958b57","output":"API Error [add_new_user]: [{'type': 'missing', 'loc': ['body', 'email'], 'msg': 'Field required', 'input': {'database_id': 'db_70a6dc5d692e41f4ae618233e28e87e5', 'active': True, 'first_name': 'Stephanie', 'last_name': 'Brown', 'location_id': 15, 'role': 'manager'}}]","type":"function_call_output","id":null,"status":null},{"call_id":"chatcmpl-tool-9b0ef6854f84410289d270619c7627b4","output":"{\n \"kind\": \"calendar#calendar\",\n \"etag\": \"etag-a8a62586-435e-4727-97c9-a5a2b331f5d6-2026-10-23T16:41:20.657870\",\n \"id\": \"a8a62586-435e-4727-97c9-a5a2b331f5d6\",\n \"summary\": \"Stephanie \\u2013 Team Leads\",\n \"description\": null,\n \"location\": null,\n \"timeZone\": \"UTC\",\n \"conferenceProperties\": {\n \"allowedConferenceSolutionTypes\": null\n }\n}","type":"function_call_output","id":null,"status":null},{"id":"msg-711a457c","content":[{"annotations":[],"text":"The calendar was created successfully. The user creation requires an email — let me check if Stephanie already exists in the system first.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"name\": \"Stephanie Brown\"}","call_id":"chatcmpl-tool-cbbd176b81dc4511a2238935586b0b58","name":"find_user","type":"function_call","id":"fc-6fb38b46","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-cbbd176b81dc4511a2238935586b0b58","output":"{}","type":"function_call_output","id":null,"status":null},{"id":"msg-2b0835a4","content":[{"annotations":[],"text":"No existing user. I'll create her account with a standard corporate email.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"active\": true, \"email\": \"stephanie.brown@company.com\", \"first_name\": \"Stephanie\", \"last_name\": \"Brown\", \"location_id\": 15, \"role\": \"manager\"}","call_id":"chatcmpl-tool-866b782bd4ea4554847b78cd3afa679f","name":"add_new_user","type":"function_call","id":"fc-e615cd0c","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-866b782bd4ea4554847b78cd3afa679f","output":"{\"user_id\": 803, \"first_name\": \"Stephanie\", \"last_name\": \"Brown\", \"email\": \"stephanie.brown@company.com\", \"phone\": null, \"role\": \"manager\", \"location_id\": 15, \"active\": 1, \"sys_created_on\": \"2026-10-23 16:41:26\", \"sys_updated_on\": \"2026-10-23 16:41:26\"}","type":"function_call_output","id":null,"status":null},{"id":"msg-61910442","content":[{"annotations":[],"text":"User created (ID 803). Now I'll add her to the Account Management group and search for the readiness and drills knowledge article in parallel.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"group_id\": 7, \"user_id\": 803}","call_id":"chatcmpl-tool-6349f5fd8cc64c52bd1ffaf47f4e394f","name":"add_new_group_member","type":"function_call","id":"fc-a40728bf","status":"completed","namespace":null},{"arguments":"{\"search_text\": \"readiness and drills\"}","call_id":"chatcmpl-tool-d52920f836be49e98ea1b35193450af6","name":"retrieve_knowledge","type":"function_call","id":"fc-78bbc4b0","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-6349f5fd8cc64c52bd1ffaf47f4e394f","output":"{\"member_id\": 960, \"group_id\": 7, \"user_id\": 803, \"sys_created_on\": \"2026-10-23 16:41:29\"}","type":"function_call_output","id":null,"status":null},{"call_id":"chatcmpl-tool-d52920f836be49e98ea1b35193450af6","output":"[{\"knowledge_id\": 369, \"kb_number\": \"KB-0000369\", \"title\": \"Issue Resolution related to Common CSM Process, step-by-step guide \\u2014 Readiness & Drills\", \"state\": \"published\", \"visibility\": \"external\", \"product_id\": null, \"owner_id\": 204, \"sys_created_on\": \"2025-08-27 15:30:08\", \"body\": \"Process: Readiness & Drills Summary: Teams not prepared for incidents. Resolution Steps: 1) Drill schedule. 2) Page test & bridge. 3) Playbook walk-through. 4) Measure MTTA/MTTR. 5) Remediate gaps. Rules: Non-production drills policy. Workarounds: Simulated incidents. Policies/Process: Readiness scorecards.\", \"score\": 14.5}, {\"knowledge_id\": 368, \"kb_number\": \"KB-0000368\", \"title\": \"Issue Resolution related to Common CSM Process, step-by-step guide \\u2014 Handovers\", \"state\": \"published\", \"visibility\": \"external\", \"product_id\": null, \"owner_id\": 488, \"sys_created_on\": \"2025-08-27 15:45:31\", \"body\": \"Process: Handover & Ownership Summary: Gaps during shift changes. Resolution Steps: 1) Standard handover template. 2) Define owners & next actions. 3) Link artifacts. 4) Confirm read-back. 5) Update timeline. Rules: On-call etiquette. Workarounds: Shadow overlap period. Policies/Process: Handover SOP.\", \"score\": 9.5}, {\"knowledge_id\": 275, \"kb_number\": \"KB-0000275\", \"title\": \"Issue Resolution related to Standard Support SLA (8x5), step-by-step guide\", \"state\": \"retired\", \"visibility\": \"external\", \"product_id\": 182, \"owner_id\": 210, \"sys_created_on\": \"2025-08-27 15:35:17\", \"body\": \"Offering: Standard Support SLA (8x5) Summary: Queue backups and delayed responses. Resolution Steps: 1) Load-balance across queues. 2) Triage by impact. 3) Proactive updates. 4) Escalate per policy. 5) Review staffing. Rules: Business hours comms policy. Workarounds: Temporary extended hours. Policies/Process: Process change logged.\", \"score\": 7.0}, {\"knowledge_id\": 154, \"kb_number\": \"KB-0000154\", \"title\": \"Issue Resolution related to Windows Server 2019 Standard Update 82, step-by-step guide\", \"state\": \"published\", \"visibility\": \"internal\", \"product_id\": 102, \"owner_id\": 75, \"sys_created_on\": \"2025-08-27 15:49:42\", \"body\": \"Product: Windows Server 2019 Standard Update 82 Summary: Services fail after patch. Resolution Steps: 1) Event log triage. 2) Roll back update. 3) Repair roles/features. 4) Update NIC/Storage drivers. 5) Validate. Rules: Snapshot. audit trail. Workarounds: Minimal services. offload roles. Policies & Process: Change ticket & rollback.\", \"score\": 6.5}, {\"knowledge_id\": 294, \"kb_number\": \"KB-0000294\", \"title\": \"Issue Resolution related to Standard Support SLA (8x5, Tier 14), step-by-step guide\", \"state\": \"published\", \"visibility\": \"internal\", \"product_id\": 194, \"owner_id\": 718, \"sys_created_on\": \"2025-08-27 15:48:28\", \"body\": \"Offering: Standard Support (8x5, T14) Summary: Response time variability. Resolution Steps: 1) Queue health check. 2) Rebalance staffing. 3) Prioritize high-impact. 4) Proactive comms. 5) Review weekly metrics. Rules: Hours-of-operation policy. Workarounds: Temporary extended hours. Policies/Process: SLA review with PMO.\", \"score\": 6.5}]","type":"function_call_output","id":null,"status":null},{"id":"msg-02e8cc8c","content":[{"annotations":[],"text":"All tasks are complete. Here's a summary of everything accomplished:\n\n## ✅ Onboarding Summary for Stephanie Brown\n\n**1. ServiceNow User Account Created**\n- **User ID:** 803\n- **Name:** Stephanie Brown\n- **Email:** stephanie.brown@company.com\n- **Role:** Manager\n- **Location:** User 15 - Sydney (Sydney, Australia)\n- **Status:** Active\n\n**2. Secondary Google Calendar Created**\n- **Name:** Stephanie – Team Leads\n- **Calendar ID:** a8a62586-435e-4727-97c9-a5a2b331f5d6\n\n**3. Group Membership Added**\n- Added to **Account Management** group (Group ID: 7, type: support) — membership ID 960\n\n**4. Onboarding Knowledge Article Retrieved**\n- **KB-0000369** (Knowledge ID: 369) — *\"Issue Resolution related to Common CSM Process, step-by-step guide — Readiness & Drills\"*\n- **Status:** Published, externally visible\n- **Summary:** Teams not prepared for incidents\n- **Resolution Steps:**\n 1. Drill schedule\n 2. Page test & bridge\n 3. Playbook walk-through\n 4. Measure MTTA/MTTR\n 5. Remediate gaps\n- **Rules:** Non-production drills policy\n- **Workarounds:** Simulated incidents\n- **Policies/Process:** Readiness scorecards\n\nStephanie is fully set up in the system — her account, location association, group membership, and team calendar are all in place, and she has the readiness & drills article to guide her next steps.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"reason\": \"All onboarding tasks completed successfully: (1) Created ServiceNow user account for Stephanie Brown (user_id 803) with manager role and User 15 - Sydney location association; (2) Created secondary Google Calendar \\\"Stephanie – Team Leads\\\"; (3) Added her to the Account Management group (group_id 7); (4) Retrieved the \\\"Readiness & Drills\\\" onboarding knowledge article KB-0000369 for her next steps.\", \"paths\": []}","call_id":"chatcmpl-tool-9bca1b159a8c4b7a9a4020b4fd124a13","name":"finish","type":"function_call","id":"fc-4bac4f98","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-9bca1b159a8c4b7a9a4020b4fd124a13","output":"All onboarding tasks completed successfully: (1) Created ServiceNow user account for Stephanie Brown (user_id 803) with manager role and User 15 - Sydney location association; (2) Created secondary Google Calendar \"Stephanie – Team Leads\"; (3) Added her to the Account Management group (group_id 7); (4) Retrieved the \"Readiness & Drills\" onboarding knowledge article KB-0000369 for her next 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are an AI agent that will be given a specific task. You are to complete that task using the tools provided in 100 steps. You will need to call a finish tool as your last step, where you will pass your finish reason and any required final fields for that tool.\n You are not able to interact with the user during the task.\n\nFollow these instructions from the User:\nYou are an integrated automation agent for a hybrid environment managing both Google Calendar and ServiceNow Customer Service Management (CSM). You have full administrative permissions to manage users, cases, products, calendars, and meetings in a safe and authorized capacity. Do not ask for confirmation before taking action.","role":"system","type":"message","phase":null},{"content":"Stephanie Brown is starting in the Sydney office as the new support lead. Create her ServiceNow user account with the manager role and associate it with the User 15 – Sydney location. Create a secondary Google Calendar named “Stephanie – Team Leads”. Add her to the Account Management group. Finally, locate and retrieve the “readiness and drills” onboarding knowledge article for her next steps.","role":"user","type":"message","phase":null},{"id":"msg-d005c699","content":[{"annotations":[],"text":"I'll start by looking up the Sydney location and the Account Management group in parallel.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"name\": \"User 15 – Sydney\"}","call_id":"chatcmpl-tool-1a0b09a00f92406297e166b6a9b45650","name":"find_location","type":"function_call","id":"fc-097d64dc","status":"completed","namespace":null},{"arguments":"{\"name\": \"Account Management\"}","call_id":"chatcmpl-tool-2cd1f0652e034da39eec9f08ecef51df","name":"find_user_group","type":"function_call","id":"fc-d828a645","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-1a0b09a00f92406297e166b6a9b45650","output":"{}","type":"function_call_output","id":null,"status":null},{"call_id":"chatcmpl-tool-2cd1f0652e034da39eec9f08ecef51df","output":"{\"group_id\": 7, \"name\": \"Account Management\", \"type\": \"support\", \"active\": 1}","type":"function_call_output","id":null,"status":null},{"id":"msg-3d766d43","content":[{"annotations":[],"text":"The group was found. The location lookup came back empty — let me try alternate name formats.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"name\": \"User 15 - Sydney\"}","call_id":"chatcmpl-tool-5cc458f364d24544a525843188620001","name":"find_location","type":"function_call","id":"fc-c1fe2506","status":"completed","namespace":null},{"arguments":"{\"name\": \"Sydney\"}","call_id":"chatcmpl-tool-ffaff0a1aa9b4fb7826125bcbeda4e27","name":"find_location","type":"function_call","id":"fc-88327280","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-5cc458f364d24544a525843188620001","output":"{\"location_id\": 15, \"name\": \"User 15 - Sydney\", \"city\": \"sydney\", \"country\": \"australia\", \"active\": 1}","type":"function_call_output","id":null,"status":null},{"call_id":"chatcmpl-tool-ffaff0a1aa9b4fb7826125bcbeda4e27","output":"{}","type":"function_call_output","id":null,"status":null},{"id":"msg-ad8591f5","content":[{"annotations":[],"text":"Found the location (ID 15). Now I'll create her user account and the secondary calendar in parallel.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"active\": true, \"first_name\": \"Stephanie\", \"last_name\": \"Brown\", \"location_id\": 15, \"role\": \"manager\"}","call_id":"chatcmpl-tool-abbfb9d2497f4edea683298ea8958b57","name":"add_new_user","type":"function_call","id":"fc-19676887","status":"completed","namespace":null},{"arguments":"{\"summary\": \"Stephanie – Team Leads\"}","call_id":"chatcmpl-tool-9b0ef6854f84410289d270619c7627b4","name":"create_calendar","type":"function_call","id":"fc-39cdc115","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-abbfb9d2497f4edea683298ea8958b57","output":"API Error [add_new_user]: [{'type': 'missing', 'loc': ['body', 'email'], 'msg': 'Field required', 'input': {'database_id': 'db_70a6dc5d692e41f4ae618233e28e87e5', 'active': True, 'first_name': 'Stephanie', 'last_name': 'Brown', 'location_id': 15, 'role': 'manager'}}]","type":"function_call_output","id":null,"status":null},{"call_id":"chatcmpl-tool-9b0ef6854f84410289d270619c7627b4","output":"{\n \"kind\": \"calendar#calendar\",\n \"etag\": \"etag-a8a62586-435e-4727-97c9-a5a2b331f5d6-2026-10-23T16:41:20.657870\",\n \"id\": \"a8a62586-435e-4727-97c9-a5a2b331f5d6\",\n \"summary\": \"Stephanie \\u2013 Team Leads\",\n \"description\": null,\n \"location\": null,\n \"timeZone\": \"UTC\",\n \"conferenceProperties\": {\n \"allowedConferenceSolutionTypes\": null\n }\n}","type":"function_call_output","id":null,"status":null},{"id":"msg-711a457c","content":[{"annotations":[],"text":"The calendar was created successfully. The user creation requires an email — let me check if Stephanie already exists in the system first.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"name\": \"Stephanie Brown\"}","call_id":"chatcmpl-tool-cbbd176b81dc4511a2238935586b0b58","name":"find_user","type":"function_call","id":"fc-6fb38b46","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-cbbd176b81dc4511a2238935586b0b58","output":"{}","type":"function_call_output","id":null,"status":null},{"id":"msg-2b0835a4","content":[{"annotations":[],"text":"No existing user. I'll create her account with a standard corporate email.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"active\": true, \"email\": \"stephanie.brown@company.com\", \"first_name\": \"Stephanie\", \"last_name\": \"Brown\", \"location_id\": 15, \"role\": \"manager\"}","call_id":"chatcmpl-tool-866b782bd4ea4554847b78cd3afa679f","name":"add_new_user","type":"function_call","id":"fc-e615cd0c","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-866b782bd4ea4554847b78cd3afa679f","output":"{\"user_id\": 803, \"first_name\": \"Stephanie\", \"last_name\": \"Brown\", \"email\": \"stephanie.brown@company.com\", \"phone\": null, \"role\": \"manager\", \"location_id\": 15, \"active\": 1, \"sys_created_on\": \"2026-10-23 16:41:26\", \"sys_updated_on\": \"2026-10-23 16:41:26\"}","type":"function_call_output","id":null,"status":null},{"id":"msg-61910442","content":[{"annotations":[],"text":"User created (ID 803). Now I'll add her to the Account Management group and search for the readiness and drills knowledge article in parallel.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"group_id\": 7, \"user_id\": 803}","call_id":"chatcmpl-tool-6349f5fd8cc64c52bd1ffaf47f4e394f","name":"add_new_group_member","type":"function_call","id":"fc-a40728bf","status":"completed","namespace":null},{"arguments":"{\"search_text\": \"readiness and drills\"}","call_id":"chatcmpl-tool-d52920f836be49e98ea1b35193450af6","name":"retrieve_knowledge","type":"function_call","id":"fc-78bbc4b0","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-6349f5fd8cc64c52bd1ffaf47f4e394f","output":"{\"member_id\": 960, \"group_id\": 7, \"user_id\": 803, \"sys_created_on\": \"2026-10-23 16:41:29\"}","type":"function_call_output","id":null,"status":null},{"call_id":"chatcmpl-tool-d52920f836be49e98ea1b35193450af6","output":"[{\"knowledge_id\": 369, \"kb_number\": \"KB-0000369\", \"title\": \"Issue Resolution related to Common CSM Process, step-by-step guide \\u2014 Readiness & Drills\", \"state\": \"published\", \"visibility\": \"external\", \"product_id\": null, \"owner_id\": 204, \"sys_created_on\": \"2025-08-27 15:30:08\", \"body\": \"Process: Readiness & Drills Summary: Teams not prepared for incidents. Resolution Steps: 1) Drill schedule. 2) Page test & bridge. 3) Playbook walk-through. 4) Measure MTTA/MTTR. 5) Remediate gaps. Rules: Non-production drills policy. Workarounds: Simulated incidents. Policies/Process: Readiness scorecards.\", \"score\": 14.5}, {\"knowledge_id\": 368, \"kb_number\": \"KB-0000368\", \"title\": \"Issue Resolution related to Common CSM Process, step-by-step guide \\u2014 Handovers\", \"state\": \"published\", \"visibility\": \"external\", \"product_id\": null, \"owner_id\": 488, \"sys_created_on\": \"2025-08-27 15:45:31\", \"body\": \"Process: Handover & Ownership Summary: Gaps during shift changes. Resolution Steps: 1) Standard handover template. 2) Define owners & next actions. 3) Link artifacts. 4) Confirm read-back. 5) Update timeline. Rules: On-call etiquette. Workarounds: Shadow overlap period. Policies/Process: Handover SOP.\", \"score\": 9.5}, {\"knowledge_id\": 275, \"kb_number\": \"KB-0000275\", \"title\": \"Issue Resolution related to Standard Support SLA (8x5), step-by-step guide\", \"state\": \"retired\", \"visibility\": \"external\", \"product_id\": 182, \"owner_id\": 210, \"sys_created_on\": \"2025-08-27 15:35:17\", \"body\": \"Offering: Standard Support SLA (8x5) Summary: Queue backups and delayed responses. Resolution Steps: 1) Load-balance across queues. 2) Triage by impact. 3) Proactive updates. 4) Escalate per policy. 5) Review staffing. Rules: Business hours comms policy. Workarounds: Temporary extended hours. Policies/Process: Process change logged.\", \"score\": 7.0}, {\"knowledge_id\": 154, \"kb_number\": \"KB-0000154\", \"title\": \"Issue Resolution related to Windows Server 2019 Standard Update 82, step-by-step guide\", \"state\": \"published\", \"visibility\": \"internal\", \"product_id\": 102, \"owner_id\": 75, \"sys_created_on\": \"2025-08-27 15:49:42\", \"body\": \"Product: Windows Server 2019 Standard Update 82 Summary: Services fail after patch. Resolution Steps: 1) Event log triage. 2) Roll back update. 3) Repair roles/features. 4) Update NIC/Storage drivers. 5) Validate. Rules: Snapshot. audit trail. Workarounds: Minimal services. offload roles. Policies & Process: Change ticket & rollback.\", \"score\": 6.5}, {\"knowledge_id\": 294, \"kb_number\": \"KB-0000294\", \"title\": \"Issue Resolution related to Standard Support SLA (8x5, Tier 14), step-by-step guide\", \"state\": \"published\", \"visibility\": \"internal\", \"product_id\": 194, \"owner_id\": 718, \"sys_created_on\": \"2025-08-27 15:48:28\", \"body\": \"Offering: Standard Support (8x5, T14) Summary: Response time variability. Resolution Steps: 1) Queue health check. 2) Rebalance staffing. 3) Prioritize high-impact. 4) Proactive comms. 5) Review weekly metrics. Rules: Hours-of-operation policy. Workarounds: Temporary extended hours. Policies/Process: SLA review with PMO.\", \"score\": 6.5}]","type":"function_call_output","id":null,"status":null},{"id":"msg-02e8cc8c","content":[{"annotations":[],"text":"All tasks are complete. Here's a summary of everything accomplished:\n\n## ✅ Onboarding Summary for Stephanie Brown\n\n**1. ServiceNow User Account Created**\n- **User ID:** 803\n- **Name:** Stephanie Brown\n- **Email:** stephanie.brown@company.com\n- **Role:** Manager\n- **Location:** User 15 - Sydney (Sydney, Australia)\n- **Status:** Active\n\n**2. Secondary Google Calendar Created**\n- **Name:** Stephanie – Team Leads\n- **Calendar ID:** a8a62586-435e-4727-97c9-a5a2b331f5d6\n\n**3. Group Membership Added**\n- Added to **Account Management** group (Group ID: 7, type: support) — membership ID 960\n\n**4. Onboarding Knowledge Article Retrieved**\n- **KB-0000369** (Knowledge ID: 369) — *\"Issue Resolution related to Common CSM Process, step-by-step guide — Readiness & Drills\"*\n- **Status:** Published, externally visible\n- **Summary:** Teams not prepared for incidents\n- **Resolution Steps:**\n 1. Drill schedule\n 2. Page test & bridge\n 3. Playbook walk-through\n 4. Measure MTTA/MTTR\n 5. Remediate gaps\n- **Rules:** Non-production drills policy\n- **Workarounds:** Simulated incidents\n- **Policies/Process:** Readiness scorecards\n\nStephanie is fully set up in the system — her account, location association, group membership, and team calendar are all in place, and she has the readiness & drills article to guide her next steps.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"reason\": \"All onboarding tasks completed successfully: (1) Created ServiceNow user account for Stephanie Brown (user_id 803) with manager role and User 15 - Sydney location association; (2) Created secondary Google Calendar \\\"Stephanie – Team Leads\\\"; (3) Added her to the Account Management group (group_id 7); (4) Retrieved the \\\"Readiness & Drills\\\" onboarding knowledge article KB-0000369 for her next steps.\", \"paths\": []}","call_id":"chatcmpl-tool-9bca1b159a8c4b7a9a4020b4fd124a13","name":"finish","type":"function_call","id":"fc-4bac4f98","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-9bca1b159a8c4b7a9a4020b4fd124a13","output":"All onboarding tasks completed successfully: (1) Created ServiceNow user account for Stephanie Brown (user_id 803) with manager role and User 15 - Sydney location association; (2) Created secondary Google Calendar \"Stephanie – Team Leads\"; (3) Added her to the Account Management group (group_id 7); (4) Retrieved the \"Readiness & Drills\" onboarding knowledge article KB-0000369 for her next steps.","type":"function_call_output","id":null,"status":null}]}],"turns":[],"model_calls":[],"tool_calls":[{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-1a0b09a00f92406297e166b6a9b45650","sandbox_id":null,"tool_name":"find_location","started_at":1792773653.2364872,"completed_at":1792773653.5536652,"duration_ms":317.1782100107521,"timing_source":"harness","status":"completed","error_type":null,"output":"{}"},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-2cd1f0652e034da39eec9f08ecef51df","sandbox_id":null,"tool_name":"find_user_group","started_at":1792773653.5579958,"completed_at":1792773653.7276797,"duration_ms":169.68403197824955,"timing_source":"harness","status":"completed","error_type":null,"output":"{\"group_id\": 7, \"name\": \"Account Management\", \"type\": \"support\", \"active\": 1}"},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-5cc458f364d24544a525843188620001","sandbox_id":null,"tool_name":"find_location","started_at":1792773655.3916981,"completed_at":1792773655.5592396,"duration_ms":167.541497037746,"timing_source":"harness","status":"completed","error_type":null,"output":"{\"location_id\": 15, \"name\": \"User 15 - Sydney\", \"city\": \"sydney\", \"country\": \"australia\", \"active\": 1}"},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-ffaff0a1aa9b4fb7826125bcbeda4e27","sandbox_id":null,"tool_name":"find_location","started_at":1792773655.5602384,"completed_at":1792773655.7328036,"duration_ms":172.56526998244226,"timing_source":"harness","status":"completed","error_type":null,"output":"{}"},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-abbfb9d2497f4edea683298ea8958b57","sandbox_id":null,"tool_name":"add_new_user","started_at":1792773680.2366378,"completed_at":1792773680.476509,"duration_ms":239.87125500570983,"timing_source":"harness","status":"failed","error_type":null,"output":"API Error [add_new_user]: [{'type': 'missing', 'loc': ['body', 'email'], 'msg': 'Field required', 'input': {'database_id': 'db_70a6dc5d692e41f4ae618233e28e87e5', 'active': True, 'first_name': 'Stephanie', 'last_name': 'Brown', 'location_id': 15, 'role': 'manager'}}]"},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-9b0ef6854f84410289d270619c7627b4","sandbox_id":null,"tool_name":"create_calendar","started_at":1792773680.4776154,"completed_at":1792773680.7761853,"duration_ms":298.5699239652604,"timing_source":"harness","status":"completed","error_type":null,"output":"{\n \"kind\": \"calendar#calendar\",\n \"etag\": \"etag-a8a62586-435e-4727-97c9-a5a2b331f5d6-2026-10-23T16:41:20.657870\",\n \"id\": \"a8a62586-435e-4727-97c9-a5a2b331f5d6\",\n \"summary\": \"Stephanie \\u2013 Team Leads\",\n \"description\": null,\n \"location\": null,\n \"timeZone\": \"UTC\",\n \"conferenceProperties\": {\n \"allowedConferenceSolutionTypes\": null\n }\n}"},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-cbbd176b81dc4511a2238935586b0b58","sandbox_id":null,"tool_name":"find_user","started_at":1792773683.2319582,"completed_at":1792773683.3973432,"duration_ms":165.38511298131198,"timing_source":"harness","status":"completed","error_type":null,"output":"{}"},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-866b782bd4ea4554847b78cd3afa679f","sandbox_id":null,"tool_name":"add_new_user","started_at":1792773686.3284135,"completed_at":1792773686.4960258,"duration_ms":167.61239699553698,"timing_source":"harness","status":"completed","error_type":null,"output":"{\"user_id\": 803, \"first_name\": \"Stephanie\", \"last_name\": \"Brown\", \"email\": \"stephanie.brown@company.com\", \"phone\": null, \"role\": \"manager\", \"location_id\": 15, \"active\": 1, \"sys_created_on\": \"2026-10-23 16:41:26\", \"sys_updated_on\": \"2026-10-23 16:41:26\"}"},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-6349f5fd8cc64c52bd1ffaf47f4e394f","sandbox_id":null,"tool_name":"add_new_group_member","started_at":1792773689.6466846,"completed_at":1792773689.819809,"duration_ms":173.12429402954876,"timing_source":"harness","status":"completed","error_type":null,"output":"{\"member_id\": 960, \"group_id\": 7, \"user_id\": 803, \"sys_created_on\": \"2026-10-23 16:41:29\"}"},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-d52920f836be49e98ea1b35193450af6","sandbox_id":null,"tool_name":"retrieve_knowledge","started_at":1792773689.820856,"completed_at":1792773690.030157,"duration_ms":209.30100104305893,"timing_source":"harness","status":"completed","error_type":null,"output":"[{\"knowledge_id\": 369, \"kb_number\": \"KB-0000369\", \"title\": \"Issue Resolution related to Common CSM Process, step-by-step guide \\u2014 Readiness & Drills\", \"state\": \"published\", \"visibility\": \"external\", \"product_id\": null, \"owner_id\": 204, \"sys_created_on\": \"2025-08-27 15:30:08\", \"body\": \"Process: Readiness & Drills Summary: Teams not prepared for incidents. Resolution Steps: 1) Drill schedule. 2) Page test & bridge. 3) Playbook walk-through. 4) Measure MTTA/MTTR. 5) Remediate gaps. Rules: Non-production drills policy. Workarounds: Simulated incidents. Policies/Process: Readiness scorecards.\", \"score\": 14.5}, {\"knowledge_id\": 368, \"kb_number\": \"KB-0000368\", \"title\": \"Issue Resolution related to Common CSM Process, step-by-step guide \\u2014 Handovers\", \"state\": \"published\", \"visibility\": \"external\", \"product_id\": null, \"owner_id\": 488, \"sys_created_on\": \"2025-08-27 15:45:31\", \"body\": \"Process: Handover & Ownership Summary: Gaps during shift changes. Resolution Steps: 1) Standard handover template. 2) Define owners & next actions. 3) Link artifacts. 4) Confirm read-back. 5) Update timeline. Rules: On-call etiquette. Workarounds: Shadow overlap period. Policies/Process: Handover SOP.\", \"score\": 9.5}, {\"knowledge_id\": 275, \"kb_number\": \"KB-0000275\", \"title\": \"Issue Resolution related to Standard Support SLA (8x5), step-by-step guide\", \"state\": \"retired\", \"visibility\": \"external\", \"product_id\": 182, \"owner_id\": 210, \"sys_created_on\": \"2025-08-27 15:35:17\", \"body\": \"Offering: Standard Support SLA (8x5) Summary: Queue backups and delayed responses. Resolution Steps: 1) Load-balance across queues. 2) Triage by impact. 3) Proactive updates. 4) Escalate per policy. 5) Review staffing. Rules: Business hours comms policy. Workarounds: Temporary extended hours. Policies/Process: Process change logged.\", \"score\": 7.0}, {\"knowledge_id\": 154, \"kb_number\": \"KB-0000154\", \"title\": \"Issue Resolution related to Windows Server 2019 Standard Update 82, step-by-step guide\", \"state\": \"published\", \"visibility\": \"internal\", \"product_id\": 102, \"owner_id\": 75, \"sys_created_on\": \"2025-08-27 15:49:42\", \"body\": \"Product: Windows Server 2019 Standard Update 82 Summary: Services fail after patch. Resolution Steps: 1) Event log triage. 2) Roll back update. 3) Repair roles/features. 4) Update NIC/Storage drivers. 5) Validate. Rules: Snapshot. audit trail. Workarounds: Minimal services. offload roles. Policies & Process: Change ticket & rollback.\", \"score\": 6.5}, {\"knowledge_id\": 294, \"kb_number\": \"KB-0000294\", \"title\": \"Issue Resolution related to Standard Support SLA (8x5, Tier 14), step-by-step guide\", \"state\": \"published\", \"visibility\": \"internal\", \"product_id\": 194, \"owner_id\": 718, \"sys_created_on\": \"2025-08-27 15:48:28\", \"body\": \"Offering: Standard Support (8x5, T14) Summary: Response time variability. Resolution Steps: 1) Queue health check. 2) Rebalance staffing. 3) Prioritize high-impact. 4) Proactive comms. 5) Review weekly metrics. Rules: Hours-of-operation policy. Workarounds: Temporary extended hours. Policies/Process: SLA review with PMO.\", \"score\": 6.5}]"},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-9bca1b159a8c4b7a9a4020b4fd124a13","sandbox_id":null,"tool_name":"finish","started_at":1792773700.9119725,"completed_at":1792773700.912031,"duration_ms":0.05838496144860983,"timing_source":"harness","status":"completed","error_type":null,"output":"All onboarding tasks completed successfully: (1) Created ServiceNow user account for Stephanie Brown (user_id 803) with manager role and User 15 - Sydney location association; (2) Created secondary Google Calendar \"Stephanie – Team Leads\"; (3) Added her to the Account Management group (group_id 7); (4) Retrieved the \"Readiness & Drills\" onboarding knowledge article KB-0000369 for her next steps."}],"gaps":[{"code":"model_calls_unavailable","invocation_id":null,"detail":null},{"code":"turns_unavailable","invocation_id":null,"detail":null}]}} +{"responses_create_params":{"background":null,"include":null,"input":[{"content":"CSM Agent Policy\n\nYou are a Customer Service Management assistant. Your goal is to assist users in the Customer Service Management lifecycle by helping them register cases, validate entitlements, manage customer assets, raise escalations, attach relevant knowledge, close cases, and in other related processes effectively.\n\nYou should always act based on confirmed user context, existing record relationships, and database integrity best practices. Avoid actions that assume data, do not provide enough context, or seem to be in violation of this policy.\n\nGeneral Instructions\n\nBy default, you should assume the roles and responsibilities of an admin to complete a particular request. If a user request violates policy, do not act on it. Perform one operation at a time. Do not provide knowledge or procedures not in the system. Do not ask for any information or confirmation from the user, if you cannot proceed ahead provide the reason for that before pausing.\n\nRoles & Responsibilities\n\nAdministrator\n\nHas full access across all tables. Can create, update, and deactivate: Users, user groups, and group memberships. Accounts, contacts, locations, and entitlements. Products, installed products, SLAs, contracts, and knowledge. Manages assignment rules, workflows, and escalations.\n\nAgent\n\nFrontline support representative handling customer cases. Read-only access to all records (accounts, contacts, products, contracts, entitlements). Can: Create and update customer cases, interactions, and case work notes. Associate knowledge articles with cases. View entitlements and SLAs linked to accounts and cases. Update case assignment, state, and resolution. Cannot modify user, group, or membership data.\n\nManager\n\nSupervises agents and case queues. Has agent privileges plus: Can reassign cases across groups and users. Can escalate cases and override case prioritization. Monitors SLA compliance, case trends, and escalations. Can approve exceptions (e.g., entitlement overrides or escalations). May contribute to knowledge management as reviewers.\n\nCustomer (Portal User)\n\nEnd user accessing the customer portal. Can: View and update their own profile. Create new cases and track the status of their submitted cases. Search and view knowledge articles (based on visibility: internal/external). Participate in community forums (if enabled). Initiate interactions (chat, email, web, etc.). Limited to their own account’s data (cannot see other accounts/customers). Cannot access internal system data (users, groups, SLAs, contracts of other customers).\n\nCore Operations\n\nRegistering a Customer Case\n\nBegin by identifying the reporting contact and verifying association with an account. Collect necessary inputs: Issue description (short_description) Product or installed product involved Contact channel (channel, if not provided → default = web) Priority (if not provided → default = moderate) Default state = new. Verify the product or installed product belongs to the customer’s account.\n\nAssigning a Case\n\nA case may be assigned to: An assignment group (assignment_group_id), or A user (assigned_to) within that group. Agents must: Be active, and Be members of the assigned group. Assignment constraints: assigned_to must reference a user with role agent or manager and (if used) member of assignment_group_id.\n\nWorking on a Case\n\nAgents may: Update cause, resolution notes, or other internal fields. Change state (new → in_progress, in_progress → pending/resolved). Attach a missing product or installed product. Link relevant knowledge articles. Important: Cases cannot be closed directly. They must first be moved to resolved, then to closed. If a case is invalid, it may be canceled.\n\nCase Lifecycle Management\n\nValid state transitions: new → in_progress / pending / resolved in_progress → pending / resolved pending → in_progress / resolved resolved → closed / new canceled At each step: Validate acting user’s relationship to the case. Capture timestamps (sys_updated_on, closed_on where applicable). Prevent premature closure without resolution.\n\nEntitlement Validation\n\nBefore applying entitlement: Check it is active and within contract validity. Product-specific entitlements must match the case product (unless entitlement is account-wide). max_cases_per_month = 0 means unlimited; otherwise enforce limits. If entitlement is invalid → inform the user.\n\nInstalled Product Management\n\nInstalled products must: Be active / in_use. Belong to the reporting account. Do not attach items in retired / repair status to new cases. Ensure installed product’s product matches the case product.\n\nLinking Knowledge Articles\n\nWhen linking knowledge: Articles must be in state = published. Visibility rules apply: internal = agents only external = customers can view Link articles to cases via case_knowledge (usage = suggested, applied, resolution). Ownership is tracked via owner_id.\n\nEscalations\n\nEscalations may be raised when: SLA breach risk exists, or Customer explicitly requests escalation, or High business risk/impact. Steps: Record escalation = true on case. Capture escalation_reason. Ensure justification is logged in case notes. There is no separate escalation record. Escalation is tracked within the case.\n\nProduct Handling\n\nProducts must be: Present in product table, In lifecycle_state = active. Installed products must match the product and account context.\n\nSecurity\n\nUsers may only view or update cases they own, are assigned to, or are in the assigned group. Do not disclose personal data or case details outside these permissions.\n\nValidation, Error Handling & Logging\n\nAlways validate existence and integrity of: Users, accounts, contacts, products, entitlements, and cases. State transitions follow lifecycle rules. All actions must: Update sys_updated_on. Capture timestamps (e.g., closed_on for case closure).\n\nService Levels & Timelines\n\nCase handling Response and resolution timelines are determined by the entitlements (entitlement table) linked to the customer account and product. Applicable SLAs (sla_definition and case_sla tables) set the exact targets for response or resolution, and may vary by case priority, support level, and coverage hours. SLA pause behavior: Obey sla_definition.pause_on_pending; when case state is pending, pause applicable SLAs. If no entitlement or SLA is associated with the account/product, no service level commitments are in scope. Installed product repair / replacement Commitments depend on warranty contracts or support agreements (contract table). The applicable SLA target will be enforced only if defined under the customer’s entitlement. In absence of a valid contract or entitlement, no guaranteed turnaround applies. Knowledge article publication / retirement Service levels for publishing or retiring knowledge are governed by internal operational policies and are not bound by customer-facing SLAs. Unless explicitly defined in entitlements or SLAs, no service level commitments are in scope. User & group management (administrative actions) Internal administrative tasks (user/group creation, role updates, membership changes) are not subject to customer-facing SLAs. Unless an internal SLA is defined, no service level commitments are in scope.\n\nPredefined Lists (Enumerations)\n\nOnly the following values are allowed for these fields:\n\nUsers & Groups user.role: admin, agent, manager, customer user_group.type: support, backoffice, field, vendor\n\nGeography location.city: new_york, london, mumbai, tokyo, sydney location.country: usa, uk, india, japan, australia\n\nAccounts & Contacts account.account_type: customer, partner, internal\n\nProducts & Installed Base product.category: software, hardware, service product.lifecycle_state: active, retired installed_product.status: in_use, in_stock, repair, retired\n\nContracts, Entitlements, SLAs contract.contract_type: support, warranty, subscription contract.status: active, suspended, expired entitlement.support_level: standard, premium, enterprise entitlement.coverage_hours: h8x5, h12x6, h24x7 sla_definition.metric: response, resolution sla_definition.applies_to_priority: critical, high, moderate, low\n\nCase Management customer_case.channel: web, email, phone, chat, social, alert, community customer_case.priority: critical, high, moderate, low customer_case.state: new, in_progress, pending, resolved, closed, canceled customer_case.escalation_reason: urgency, vip, impact, breach_risk, customer_request\n\nInteractions & Knowledge interaction.channel: web, email, phone, chat, social, alert, community knowledge.state: draft, published, retired knowledge.visibility: internal, external case_knowledge.used_as: suggested, applied, resolution Enforcement: reject any value outside the list with INVALID_ENUM_VALUE.\n\nKnowledge Related Policies: When a new case is created and is asked to be investigated, then a knowledge base search should be performed. For all cases the entitlement for the product should be verified and should be actively running. If no relevant knowledge is found and case is being closed, a new knowledge article should be created to capture the findings and resolution steps. If a knowledge article is created, it should be linked to the case for future reference. When new case moves to work in progress appropriate SLA should be aligned to it. Used as for knowledge base to case: When the knowledge is found through automated search it should be linked as suggested. If the knowledge is found to be useful to resolve the case or is being created after case resolution it should have used as type to resolution in linking. In other cases if knowledge is linked it should as applied. If knowledge article is found then it should be used to assist in the next set of actions. For example, it might details regarding product configuration, troubleshooting steps, or best practices or team that should work on it.\n\nFree form text policies: (For texts like short description of cases, title of knowledge, escalation reason and content/body of knowledge) Character limits: 30–120 chars Case Short Description: It can be something like: \"Product: \" + Product name + \", Issue: is not working as expected.\" KB title: Issue Resolution related to , step-by-step guide KB content/body: This kind of issues are tackled by Assignment Group: , Assigned to: . Steps to resolve the issue: , Suggested Priority: . Escalation reason: The case could not be completed on time/exceeds the time limit or has priority beyond the defined list of priorities.","role":"system","type":"message","phase":null},{"content":"Ryan Allen reviewed the case assigned to him regarding Palo Alto Networks PA-3220 and found that the applied knowledge article is retired. Republish this retired knowledge article and reconfirm the linkage to the case.","role":"user","type":"message","phase":null}],"instructions":null,"max_output_tokens":null,"max_tool_calls":null,"metadata":null,"model":null,"parallel_tool_calls":true,"previous_response_id":null,"prompt":null,"reasoning":null,"service_tier":null,"store":null,"context_management":null,"conversation":null,"moderation":null,"prompt_cache_key":null,"prompt_cache_retention":null,"safety_identifier":null,"stream_options":null,"temperature":null,"text":null,"tool_choice":"auto","tools":[{"name":"find_user","parameters":{"type":"object","properties":{"name":{"type":"string","description":"Full name of user, e.g., 'Harry Middleton'."}},"required":["name"]},"strict":false,"type":"function","description":"Look up a user (portal customer, portal user or internal agent) by full name."},{"name":"get_cases_assigned_to","parameters":{"type":"object","properties":{"assignment_group_id":{"type":"integer","description":"Filter by the assignment group responsible for the case."},"assigned_to":{"type":"integer","description":"Filter by the specific user ID the case is assigned to."}}},"strict":false,"type":"function","description":"List cases filtered by assignment_group_id and/or assigned_to."},{"name":"retrieve_knowledge","parameters":{"type":"object","properties":{"search_text":{"type":"string","description":"Full-text search across article title and body. Free form search."},"knowledge_id":{"type":"integer","description":"Filter by unique knowledge article ID."},"kb_number":{"type":"string","description":"Filter by knowledge base number."},"title":{"type":"string","description":"Filter by article title."},"state":{"type":"string","enum":["draft","published","retired"],"description":"Filter by article lifecycle state."},"visibility":{"type":"string","enum":["internal","external"],"description":"Filter by article visibility. Internal for staff, external for customers/public."},"product_id":{"type":"integer","description":"Filter by related product ID."},"owner_id":{"type":"integer","description":"Filter by user ID of the article owner. User who authored the article."},"created_before":{"type":"string","description":"Retrieve articles created before this timestamp."},"created_after":{"type":"string","description":"Retrieve articles created after this timestamp."},"limit":{"type":"integer","description":"Limit the number of articles returned."}}},"strict":false,"type":"function","description":"Retrieve knowledge articles with full-text search on title/body and structured filters. All inputs are optional; not providing any filter will return all knowledge articles. A knowledge article is a documented piece of information that provides solutions, answers, or guidance on specific topics to help users resolve issues or learn about products and services."},{"name":"find_case_knowledge_linkages","parameters":{"type":"object","properties":{"case_kb_id":{"type":"integer","description":"Unique identifier of the case_knowledge linkage."},"case_id":{"type":"integer","description":"Unique identifier of the case."},"knowledge_id":{"type":"integer","description":"Unique identifier of the knowledge article."},"used_as":{"type":"string","enum":["suggested","applied","resolution"],"description":"Filter by usage context: suggested, applied, or resolution."}}},"strict":false,"type":"function","description":"Find case-knowledge linkages (case_knowledge). Combination of case id and knowledge id is unique. All inputs are optional; not providing any filter will return all case_knowledge linkages. A case_knowledge linkage represents the association between a specific case and a knowledge article, indicating how the article was utilized in relation to the case, such as being suggested, applied, or used as a resolution."},{"name":"update_knowledge","parameters":{"type":"object","properties":{"knowledge_id":{"type":"integer","description":"Unique identifier of the knowledge article to update."},"kb_number":{"type":"string","description":"Knowledge base number (system-generated unique reference)."},"title":{"type":"string","description":"Update the title of the article.","minLength":1},"state":{"type":"string","enum":["draft","published","retired"],"description":"Update the lifecycle state of the article."},"visibility":{"type":"string","enum":["internal","external"],"description":"Update the visibility of the article."},"product_id":{"type":"integer","description":"Update the related product ID."},"owner_id":{"type":"integer","description":"Update the user ID of the article owner/author."}},"required":["knowledge_id"]},"strict":false,"type":"function","description":"Update a knowledge article (partial updates allowed). A knowledge article is a documented piece of information that provides solutions, guidelines, or answers to common questions for customers or internal staff."},{"name":"link_case_knowledge","parameters":{"type":"object","properties":{"case_id":{"type":"integer","description":"Unique identifier of the case being linked."},"knowledge_id":{"type":"integer","description":"Unique identifier of the knowledge article to link."},"used_as":{"type":"string","enum":["suggested","applied","resolution"],"description":"Purpose of the knowledge article in context of the case: suggested, applied, or used as resolution."}},"required":["case_id","knowledge_id","used_as"]},"strict":false,"type":"function","description":"Link a case to a knowledge article. A case_knowledge linkage associates a support case with a specific knowledge article, indicating how the article is relevant to the case."}],"top_logprobs":null,"top_p":null,"truncation":null,"user":null,"stream":null},"response":{"id":"stirrup-0-0","created_at":1792773754.0,"error":null,"incomplete_details":null,"instructions":null,"metadata":{"elapsed_seconds":"90.2016282081604"},"model":"default","object":"response","output":[{"content":"You are an AI agent that will be given a specific task. You are to complete that task using the tools provided in 100 steps. You will need to call a finish tool as your last step, where you will pass your finish reason and any required final fields for that tool.\n You are not able to interact with the user during the task.\n\nFollow these instructions from the User:\nCSM Agent Policy\n\nYou are a Customer Service Management assistant. Your goal is to assist users in the Customer Service Management lifecycle by helping them register cases, validate entitlements, manage customer assets, raise escalations, attach relevant knowledge, close cases, and in other related processes effectively.\n\nYou should always act based on confirmed user context, existing record relationships, and database integrity best practices. Avoid actions that assume data, do not provide enough context, or seem to be in violation of this policy.\n\nGeneral Instructions\n\nBy default, you should assume the roles and responsibilities of an admin to complete a particular request. If a user request violates policy, do not act on it. Perform one operation at a time. Do not provide knowledge or procedures not in the system. Do not ask for any information or confirmation from the user, if you cannot proceed ahead provide the reason for that before pausing.\n\nRoles & Responsibilities\n\nAdministrator\n\nHas full access across all tables. Can create, update, and deactivate: Users, user groups, and group memberships. Accounts, contacts, locations, and entitlements. Products, installed products, SLAs, contracts, and knowledge. Manages assignment rules, workflows, and escalations.\n\nAgent\n\nFrontline support representative handling customer cases. Read-only access to all records (accounts, contacts, products, contracts, entitlements). Can: Create and update customer cases, interactions, and case work notes. Associate knowledge articles with cases. View entitlements and SLAs linked to accounts and cases. Update case assignment, state, and resolution. Cannot modify user, group, or membership data.\n\nManager\n\nSupervises agents and case queues. Has agent privileges plus: Can reassign cases across groups and users. Can escalate cases and override case prioritization. Monitors SLA compliance, case trends, and escalations. Can approve exceptions (e.g., entitlement overrides or escalations). May contribute to knowledge management as reviewers.\n\nCustomer (Portal User)\n\nEnd user accessing the customer portal. Can: View and update their own profile. Create new cases and track the status of their submitted cases. Search and view knowledge articles (based on visibility: internal/external). Participate in community forums (if enabled). Initiate interactions (chat, email, web, etc.). Limited to their own account’s data (cannot see other accounts/customers). Cannot access internal system data (users, groups, SLAs, contracts of other customers).\n\nCore Operations\n\nRegistering a Customer Case\n\nBegin by identifying the reporting contact and verifying association with an account. Collect necessary inputs: Issue description (short_description) Product or installed product involved Contact channel (channel, if not provided → default = web) Priority (if not provided → default = moderate) Default state = new. Verify the product or installed product belongs to the customer’s account.\n\nAssigning a Case\n\nA case may be assigned to: An assignment group (assignment_group_id), or A user (assigned_to) within that group. Agents must: Be active, and Be members of the assigned group. Assignment constraints: assigned_to must reference a user with role agent or manager and (if used) member of assignment_group_id.\n\nWorking on a Case\n\nAgents may: Update cause, resolution notes, or other internal fields. Change state (new → in_progress, in_progress → pending/resolved). Attach a missing product or installed product. Link relevant knowledge articles. Important: Cases cannot be closed directly. They must first be moved to resolved, then to closed. If a case is invalid, it may be canceled.\n\nCase Lifecycle Management\n\nValid state transitions: new → in_progress / pending / resolved in_progress → pending / resolved pending → in_progress / resolved resolved → closed / new canceled At each step: Validate acting user’s relationship to the case. Capture timestamps (sys_updated_on, closed_on where applicable). Prevent premature closure without resolution.\n\nEntitlement Validation\n\nBefore applying entitlement: Check it is active and within contract validity. Product-specific entitlements must match the case product (unless entitlement is account-wide). max_cases_per_month = 0 means unlimited; otherwise enforce limits. If entitlement is invalid → inform the user.\n\nInstalled Product Management\n\nInstalled products must: Be active / in_use. Belong to the reporting account. Do not attach items in retired / repair status to new cases. Ensure installed product’s product matches the case product.\n\nLinking Knowledge Articles\n\nWhen linking knowledge: Articles must be in state = published. Visibility rules apply: internal = agents only external = customers can view Link articles to cases via case_knowledge (usage = suggested, applied, resolution). Ownership is tracked via owner_id.\n\nEscalations\n\nEscalations may be raised when: SLA breach risk exists, or Customer explicitly requests escalation, or High business risk/impact. Steps: Record escalation = true on case. Capture escalation_reason. Ensure justification is logged in case notes. There is no separate escalation record. Escalation is tracked within the case.\n\nProduct Handling\n\nProducts must be: Present in product table, In lifecycle_state = active. Installed products must match the product and account context.\n\nSecurity\n\nUsers may only view or update cases they own, are assigned to, or are in the assigned group. Do not disclose personal data or case details outside these permissions.\n\nValidation, Error Handling & Logging\n\nAlways validate existence and integrity of: Users, accounts, contacts, products, entitlements, and cases. State transitions follow lifecycle rules. All actions must: Update sys_updated_on. Capture timestamps (e.g., closed_on for case closure).\n\nService Levels & Timelines\n\nCase handling Response and resolution timelines are determined by the entitlements (entitlement table) linked to the customer account and product. Applicable SLAs (sla_definition and case_sla tables) set the exact targets for response or resolution, and may vary by case priority, support level, and coverage hours. SLA pause behavior: Obey sla_definition.pause_on_pending; when case state is pending, pause applicable SLAs. If no entitlement or SLA is associated with the account/product, no service level commitments are in scope. Installed product repair / replacement Commitments depend on warranty contracts or support agreements (contract table). The applicable SLA target will be enforced only if defined under the customer’s entitlement. In absence of a valid contract or entitlement, no guaranteed turnaround applies. Knowledge article publication / retirement Service levels for publishing or retiring knowledge are governed by internal operational policies and are not bound by customer-facing SLAs. Unless explicitly defined in entitlements or SLAs, no service level commitments are in scope. User & group management (administrative actions) Internal administrative tasks (user/group creation, role updates, membership changes) are not subject to customer-facing SLAs. Unless an internal SLA is defined, no service level commitments are in scope.\n\nPredefined Lists (Enumerations)\n\nOnly the following values are allowed for these fields:\n\nUsers & Groups user.role: admin, agent, manager, customer user_group.type: support, backoffice, field, vendor\n\nGeography location.city: new_york, london, mumbai, tokyo, sydney location.country: usa, uk, india, japan, australia\n\nAccounts & Contacts account.account_type: customer, partner, internal\n\nProducts & Installed Base product.category: software, hardware, service product.lifecycle_state: active, retired installed_product.status: in_use, in_stock, repair, retired\n\nContracts, Entitlements, SLAs contract.contract_type: support, warranty, subscription contract.status: active, suspended, expired entitlement.support_level: standard, premium, enterprise entitlement.coverage_hours: h8x5, h12x6, h24x7 sla_definition.metric: response, resolution sla_definition.applies_to_priority: critical, high, moderate, low\n\nCase Management customer_case.channel: web, email, phone, chat, social, alert, community customer_case.priority: critical, high, moderate, low customer_case.state: new, in_progress, pending, resolved, closed, canceled customer_case.escalation_reason: urgency, vip, impact, breach_risk, customer_request\n\nInteractions & Knowledge interaction.channel: web, email, phone, chat, social, alert, community knowledge.state: draft, published, retired knowledge.visibility: internal, external case_knowledge.used_as: suggested, applied, resolution Enforcement: reject any value outside the list with INVALID_ENUM_VALUE.\n\nKnowledge Related Policies: When a new case is created and is asked to be investigated, then a knowledge base search should be performed. For all cases the entitlement for the product should be verified and should be actively running. If no relevant knowledge is found and case is being closed, a new knowledge article should be created to capture the findings and resolution steps. If a knowledge article is created, it should be linked to the case for future reference. When new case moves to work in progress appropriate SLA should be aligned to it. Used as for knowledge base to case: When the knowledge is found through automated search it should be linked as suggested. If the knowledge is found to be useful to resolve the case or is being created after case resolution it should have used as type to resolution in linking. In other cases if knowledge is linked it should as applied. If knowledge article is found then it should be used to assist in the next set of actions. For example, it might details regarding product configuration, troubleshooting steps, or best practices or team that should work on it.\n\nFree form text policies: (For texts like short description of cases, title of knowledge, escalation reason and content/body of knowledge) Character limits: 30–120 chars Case Short Description: It can be something like: \"Product: \" + Product name + \", Issue: is not working as expected.\" KB title: Issue Resolution related to , step-by-step guide KB content/body: This kind of issues are tackled by Assignment Group: , Assigned to: . Steps to resolve the issue: , Suggested Priority: . Escalation reason: The case could not be completed on time/exceeds the time limit or has priority beyond the defined list of priorities.","role":"system","type":"message","phase":null},{"content":"Ryan Allen reviewed the case assigned to him regarding Palo Alto Networks PA-3220 and found that the applied knowledge article is retired. Republish this retired knowledge article and reconfirm the linkage to the case.","role":"user","type":"message","phase":null},{"id":"msg-eeda803d","content":[{"annotations":[],"text":"I'll start by looking up Ryan Allen and his assigned cases.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"name\": \"Ryan Allen\"}","call_id":"chatcmpl-tool-d821f0ad89e84cfc918453d89f123bf0","name":"find_user","type":"function_call","id":"fc-2998ad3a","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-d821f0ad89e84cfc918453d89f123bf0","output":"{\"user_id\": 62, \"first_name\": \"Ryan\", \"last_name\": \"Allen\", \"email\": \"ryan.allen@servicenow.com\", \"role\": \"agent\", \"location_id\": 62, \"active\": 1}","type":"function_call_output","id":null,"status":null},{"arguments":"{\"assigned_to\": 62}","call_id":"chatcmpl-tool-54f71d5b4d854696b80fb8671819958e","name":"get_cases_assigned_to","type":"function_call","id":"fc-ec6034ac","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-54f71d5b4d854696b80fb8671819958e","output":"[{\"case_id\": 5, \"number\": \"CS-0000005\", \"account_id\": 1, \"contact_id\": 123, \"product_id\": 128, \"installed_product_id\": 3, \"channel\": \"social\", \"priority\": \"moderate\", \"state\": \"in_progress\", \"short_description\": \"Product: Palo Alto Networks PA-3220, Issue: is not working as expected.\", \"assignment_group_id\": 18, \"assigned_to\": 62, \"sys_created_on\": \"2025-08-27 15:31:08\"}]","type":"function_call_output","id":null,"status":null},{"arguments":"{\"case_id\": 5}","call_id":"chatcmpl-tool-07950e2fbff944e98136ae8af9bff565","name":"find_case_knowledge_linkages","type":"function_call","id":"fc-95dd7592","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-07950e2fbff944e98136ae8af9bff565","output":"[{\"case_kb_id\": 1, \"case_id\": 5, \"knowledge_id\": 195, \"used_as\": \"applied\"}]","type":"function_call_output","id":null,"status":null},{"arguments":"{\"knowledge_id\": 195}","call_id":"chatcmpl-tool-c85dd9558243412e8177e9e4c02bef1b","name":"retrieve_knowledge","type":"function_call","id":"fc-2282a004","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-c85dd9558243412e8177e9e4c02bef1b","output":"[{\"knowledge_id\": 195, \"kb_number\": \"KB-0000195\", \"title\": \"Issue Resolution related to Palo Alto Networks PA-3220, step-by-step guide\", \"state\": \"retired\", \"visibility\": \"internal\", \"product_id\": 128, \"owner_id\": 170, \"sys_created_on\": \"2025-08-27 15:34:47\", \"body\": \"Product: Palo Alto Networks PA-3220 Summary: Device reboots/packet loss after content update. Resolution Steps: 1) Export tech support file. 2) Roll back PAN-OS/content. 3) Review dataplane crashes and session logs. 4) Disable problematic profiles. 5) Apply fixed content/PAN-OS. Rules: Preserve logs. change ticket. Workarounds: Fail over HA. bypass new profiles. Policies & Process: TAC case. RCA.\"}]","type":"function_call_output","id":null,"status":null},{"id":"msg-7e451be6","content":[{"annotations":[],"text":"I found case CS-0000005 assigned to Ryan Allen, linked to knowledge article KB-0000195 (currently retired). Now I'll republish the article.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"knowledge_id\": 195, \"state\": \"published\"}","call_id":"chatcmpl-tool-3ec484a9db7e495b9d430fedf315698d","name":"update_knowledge","type":"function_call","id":"fc-5ba6a8cd","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-3ec484a9db7e495b9d430fedf315698d","output":"{\"knowledge_id\": 195, \"kb_number\": \"KB-0000195\", \"title\": \"Issue Resolution related to Palo Alto Networks PA-3220, step-by-step guide\", \"body\": \"Product: Palo Alto Networks PA-3220 Summary: Device reboots/packet loss after content update. Resolution Steps: 1) Export tech support file. 2) Roll back PAN-OS/content. 3) Review dataplane crashes and session logs. 4) Disable problematic profiles. 5) Apply fixed content/PAN-OS. Rules: Preserve logs. change ticket. Workarounds: Fail over HA. bypass new profiles. Policies & Process: TAC case. RCA.\", \"state\": \"published\", \"visibility\": \"internal\", \"product_id\": 128, \"owner_id\": 170, \"sys_created_on\": \"2025-08-27 15:34:47\", \"sys_updated_on\": \"2026-10-23 16:41:32\"}","type":"function_call_output","id":null,"status":null},{"id":"msg-a7238202","content":[{"annotations":[],"text":"The knowledge article is now published. Next, I'll reconfirm the linkage between the case and the article.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"case_id\": 5, \"knowledge_id\": 195, \"used_as\": \"applied\"}","call_id":"chatcmpl-tool-9dc5e258760142d5a2fcf04dc996aa31","name":"link_case_knowledge","type":"function_call","id":"fc-93577331","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-9dc5e258760142d5a2fcf04dc996aa31","output":"{\"case_kb_id\": 528, \"case_id\": 5, \"knowledge_id\": 195, \"used_as\": \"applied\"}","type":"function_call_output","id":null,"status":null},{"id":"msg-811d3134","content":[{"annotations":[],"text":"Both steps are complete:\n\n1. **Republished the knowledge article** – KB-0000195 (\"Issue Resolution related to Palo Alto Networks PA-3220, step-by-step guide\") was in a retired state and has been updated to **published**.\n2. **Reconfirmed the case linkage** – Case CS-0000005 (Palo Alto Networks PA-3220, assigned to Ryan Allen) is now actively linked to KB-0000195 with usage type **applied** (linkage record case_kb_id: 528).","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"reason\": \"Retired knowledge article KB-0000195 was republished (state changed to published) and its linkage to case CS-0000005 (assigned to Ryan Allen) was reconfirmed as used_as=applied.\", \"paths\": [\"KB-0000195\", \"CS-0000005\"]}","call_id":"chatcmpl-tool-01d3cb08705c4d69af51a640e3ab1f30","name":"finish","type":"function_call","id":"fc-74c72eef","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-01d3cb08705c4d69af51a640e3ab1f30","output":"Retired knowledge article KB-0000195 was republished (state changed to published) and its linkage to case CS-0000005 (assigned to Ryan Allen) was reconfirmed as used_as=applied.","type":"function_call_output","id":null,"status":null}],"parallel_tool_calls":false,"temperature":null,"tool_choice":"auto","tools":[],"top_p":null,"background":null,"completed_at":null,"conversation":null,"max_output_tokens":null,"max_tool_calls":null,"moderation":null,"previous_response_id":null,"prompt":null,"prompt_cache_key":null,"prompt_cache_retention":null,"reasoning":null,"safety_identifier":null,"service_tier":null,"status":"completed","text":null,"top_logprobs":null,"truncation":null,"usage":{"input_tokens":27856,"input_tokens_details":{"cached_tokens":0},"output_tokens":517,"output_tokens_details":{"reasoning_tokens":149},"total_tokens":28373},"user":null,"metrics":null},"reward":1.0,"mask_sample":false,"failure_kind":null,"failure_reason":null,"ng_agent_observations":{"source":"stirrup","records":[{"kind":"agent_invocation","invocation_id":"root","parent_invocation_id":null,"spawned_by_tool_call_id":null,"status":"completed","stop_reason":null,"duration_ms":null,"error_type":null,"model_calls":[{"model_call_id":null,"model_ref":{"type":"responses_api_models","name":"policy_model"},"response_id":"chatcmpl-db756884a0204ab083f976c0b4941380"},{"model_call_id":null,"model_ref":{"type":"responses_api_models","name":"policy_model"},"response_id":"chatcmpl-160baa99e04a4a9fb194bdfdfce8468f"},{"model_call_id":null,"model_ref":{"type":"responses_api_models","name":"policy_model"},"response_id":"chatcmpl-e5561e9aaef94b8398b8b4f54c858ba6"},{"model_call_id":null,"model_ref":{"type":"responses_api_models","name":"policy_model"},"response_id":"chatcmpl-122522e3050443f0b8f95711984d87c9"},{"model_call_id":null,"model_ref":{"type":"responses_api_models","name":"policy_model"},"response_id":"chatcmpl-b75d758dcf474b6bb743ef2b2d2fdb94"},{"model_call_id":null,"model_ref":{"type":"responses_api_models","name":"policy_model"},"response_id":"chatcmpl-8db8f9638892403cb74f6fe10cec56f0"},{"model_call_id":null,"model_ref":{"type":"responses_api_models","name":"policy_model"},"response_id":"chatcmpl-3ac4112684fe4f3c87a357030870c806"}],"conversation":[{"content":"You are an AI agent that will be given a specific task. You are to complete that task using the tools provided in 100 steps. You will need to call a finish tool as your last step, where you will pass your finish reason and any required final fields for that tool.\n You are not able to interact with the user during the task.\n\nFollow these instructions from the User:\nCSM Agent Policy\n\nYou are a Customer Service Management assistant. Your goal is to assist users in the Customer Service Management lifecycle by helping them register cases, validate entitlements, manage customer assets, raise escalations, attach relevant knowledge, close cases, and in other related processes effectively.\n\nYou should always act based on confirmed user context, existing record relationships, and database integrity best practices. Avoid actions that assume data, do not provide enough context, or seem to be in violation of this policy.\n\nGeneral Instructions\n\nBy default, you should assume the roles and responsibilities of an admin to complete a particular request. If a user request violates policy, do not act on it. Perform one operation at a time. Do not provide knowledge or procedures not in the system. Do not ask for any information or confirmation from the user, if you cannot proceed ahead provide the reason for that before pausing.\n\nRoles & Responsibilities\n\nAdministrator\n\nHas full access across all tables. Can create, update, and deactivate: Users, user groups, and group memberships. Accounts, contacts, locations, and entitlements. Products, installed products, SLAs, contracts, and knowledge. Manages assignment rules, workflows, and escalations.\n\nAgent\n\nFrontline support representative handling customer cases. Read-only access to all records (accounts, contacts, products, contracts, entitlements). Can: Create and update customer cases, interactions, and case work notes. Associate knowledge articles with cases. View entitlements and SLAs linked to accounts and cases. Update case assignment, state, and resolution. Cannot modify user, group, or membership data.\n\nManager\n\nSupervises agents and case queues. Has agent privileges plus: Can reassign cases across groups and users. Can escalate cases and override case prioritization. Monitors SLA compliance, case trends, and escalations. Can approve exceptions (e.g., entitlement overrides or escalations). May contribute to knowledge management as reviewers.\n\nCustomer (Portal User)\n\nEnd user accessing the customer portal. Can: View and update their own profile. Create new cases and track the status of their submitted cases. Search and view knowledge articles (based on visibility: internal/external). Participate in community forums (if enabled). Initiate interactions (chat, email, web, etc.). Limited to their own account’s data (cannot see other accounts/customers). Cannot access internal system data (users, groups, SLAs, contracts of other customers).\n\nCore Operations\n\nRegistering a Customer Case\n\nBegin by identifying the reporting contact and verifying association with an account. Collect necessary inputs: Issue description (short_description) Product or installed product involved Contact channel (channel, if not provided → default = web) Priority (if not provided → default = moderate) Default state = new. Verify the product or installed product belongs to the customer’s account.\n\nAssigning a Case\n\nA case may be assigned to: An assignment group (assignment_group_id), or A user (assigned_to) within that group. Agents must: Be active, and Be members of the assigned group. Assignment constraints: assigned_to must reference a user with role agent or manager and (if used) member of assignment_group_id.\n\nWorking on a Case\n\nAgents may: Update cause, resolution notes, or other internal fields. Change state (new → in_progress, in_progress → pending/resolved). Attach a missing product or installed product. Link relevant knowledge articles. Important: Cases cannot be closed directly. They must first be moved to resolved, then to closed. If a case is invalid, it may be canceled.\n\nCase Lifecycle Management\n\nValid state transitions: new → in_progress / pending / resolved in_progress → pending / resolved pending → in_progress / resolved resolved → closed / new canceled At each step: Validate acting user’s relationship to the case. Capture timestamps (sys_updated_on, closed_on where applicable). Prevent premature closure without resolution.\n\nEntitlement Validation\n\nBefore applying entitlement: Check it is active and within contract validity. Product-specific entitlements must match the case product (unless entitlement is account-wide). max_cases_per_month = 0 means unlimited; otherwise enforce limits. If entitlement is invalid → inform the user.\n\nInstalled Product Management\n\nInstalled products must: Be active / in_use. Belong to the reporting account. Do not attach items in retired / repair status to new cases. Ensure installed product’s product matches the case product.\n\nLinking Knowledge Articles\n\nWhen linking knowledge: Articles must be in state = published. Visibility rules apply: internal = agents only external = customers can view Link articles to cases via case_knowledge (usage = suggested, applied, resolution). Ownership is tracked via owner_id.\n\nEscalations\n\nEscalations may be raised when: SLA breach risk exists, or Customer explicitly requests escalation, or High business risk/impact. Steps: Record escalation = true on case. Capture escalation_reason. Ensure justification is logged in case notes. There is no separate escalation record. Escalation is tracked within the case.\n\nProduct Handling\n\nProducts must be: Present in product table, In lifecycle_state = active. Installed products must match the product and account context.\n\nSecurity\n\nUsers may only view or update cases they own, are assigned to, or are in the assigned group. Do not disclose personal data or case details outside these permissions.\n\nValidation, Error Handling & Logging\n\nAlways validate existence and integrity of: Users, accounts, contacts, products, entitlements, and cases. State transitions follow lifecycle rules. All actions must: Update sys_updated_on. Capture timestamps (e.g., closed_on for case closure).\n\nService Levels & Timelines\n\nCase handling Response and resolution timelines are determined by the entitlements (entitlement table) linked to the customer account and product. Applicable SLAs (sla_definition and case_sla tables) set the exact targets for response or resolution, and may vary by case priority, support level, and coverage hours. SLA pause behavior: Obey sla_definition.pause_on_pending; when case state is pending, pause applicable SLAs. If no entitlement or SLA is associated with the account/product, no service level commitments are in scope. Installed product repair / replacement Commitments depend on warranty contracts or support agreements (contract table). The applicable SLA target will be enforced only if defined under the customer’s entitlement. In absence of a valid contract or entitlement, no guaranteed turnaround applies. Knowledge article publication / retirement Service levels for publishing or retiring knowledge are governed by internal operational policies and are not bound by customer-facing SLAs. Unless explicitly defined in entitlements or SLAs, no service level commitments are in scope. User & group management (administrative actions) Internal administrative tasks (user/group creation, role updates, membership changes) are not subject to customer-facing SLAs. Unless an internal SLA is defined, no service level commitments are in scope.\n\nPredefined Lists (Enumerations)\n\nOnly the following values are allowed for these fields:\n\nUsers & Groups user.role: admin, agent, manager, customer user_group.type: support, backoffice, field, vendor\n\nGeography location.city: new_york, london, mumbai, tokyo, sydney location.country: usa, uk, india, japan, australia\n\nAccounts & Contacts account.account_type: customer, partner, internal\n\nProducts & Installed Base product.category: software, hardware, service product.lifecycle_state: active, retired installed_product.status: in_use, in_stock, repair, retired\n\nContracts, Entitlements, SLAs contract.contract_type: support, warranty, subscription contract.status: active, suspended, expired entitlement.support_level: standard, premium, enterprise entitlement.coverage_hours: h8x5, h12x6, h24x7 sla_definition.metric: response, resolution sla_definition.applies_to_priority: critical, high, moderate, low\n\nCase Management customer_case.channel: web, email, phone, chat, social, alert, community customer_case.priority: critical, high, moderate, low customer_case.state: new, in_progress, pending, resolved, closed, canceled customer_case.escalation_reason: urgency, vip, impact, breach_risk, customer_request\n\nInteractions & Knowledge interaction.channel: web, email, phone, chat, social, alert, community knowledge.state: draft, published, retired knowledge.visibility: internal, external case_knowledge.used_as: suggested, applied, resolution Enforcement: reject any value outside the list with INVALID_ENUM_VALUE.\n\nKnowledge Related Policies: When a new case is created and is asked to be investigated, then a knowledge base search should be performed. For all cases the entitlement for the product should be verified and should be actively running. If no relevant knowledge is found and case is being closed, a new knowledge article should be created to capture the findings and resolution steps. If a knowledge article is created, it should be linked to the case for future reference. When new case moves to work in progress appropriate SLA should be aligned to it. Used as for knowledge base to case: When the knowledge is found through automated search it should be linked as suggested. If the knowledge is found to be useful to resolve the case or is being created after case resolution it should have used as type to resolution in linking. In other cases if knowledge is linked it should as applied. If knowledge article is found then it should be used to assist in the next set of actions. For example, it might details regarding product configuration, troubleshooting steps, or best practices or team that should work on it.\n\nFree form text policies: (For texts like short description of cases, title of knowledge, escalation reason and content/body of knowledge) Character limits: 30–120 chars Case Short Description: It can be something like: \"Product: \" + Product name + \", Issue: is not working as expected.\" KB title: Issue Resolution related to , step-by-step guide KB content/body: This kind of issues are tackled by Assignment Group: , Assigned to: . Steps to resolve the issue: , Suggested Priority: . Escalation reason: The case could not be completed on time/exceeds the time limit or has priority beyond the defined list of priorities.","role":"system","type":"message","phase":null},{"content":"Ryan Allen reviewed the case assigned to him regarding Palo Alto Networks PA-3220 and found that the applied knowledge article is retired. Republish this retired knowledge article and reconfirm the linkage to the case.","role":"user","type":"message","phase":null},{"id":"msg-eeda803d","content":[{"annotations":[],"text":"I'll start by looking up Ryan Allen and his assigned cases.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"name\": \"Ryan Allen\"}","call_id":"chatcmpl-tool-d821f0ad89e84cfc918453d89f123bf0","name":"find_user","type":"function_call","id":"fc-2998ad3a","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-d821f0ad89e84cfc918453d89f123bf0","output":"{\"user_id\": 62, \"first_name\": \"Ryan\", \"last_name\": \"Allen\", \"email\": \"ryan.allen@servicenow.com\", \"role\": \"agent\", \"location_id\": 62, \"active\": 1}","type":"function_call_output","id":null,"status":null},{"arguments":"{\"assigned_to\": 62}","call_id":"chatcmpl-tool-54f71d5b4d854696b80fb8671819958e","name":"get_cases_assigned_to","type":"function_call","id":"fc-ec6034ac","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-54f71d5b4d854696b80fb8671819958e","output":"[{\"case_id\": 5, \"number\": \"CS-0000005\", \"account_id\": 1, \"contact_id\": 123, \"product_id\": 128, \"installed_product_id\": 3, \"channel\": \"social\", \"priority\": \"moderate\", \"state\": \"in_progress\", \"short_description\": \"Product: Palo Alto Networks PA-3220, Issue: is not working as expected.\", \"assignment_group_id\": 18, \"assigned_to\": 62, \"sys_created_on\": \"2025-08-27 15:31:08\"}]","type":"function_call_output","id":null,"status":null},{"arguments":"{\"case_id\": 5}","call_id":"chatcmpl-tool-07950e2fbff944e98136ae8af9bff565","name":"find_case_knowledge_linkages","type":"function_call","id":"fc-95dd7592","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-07950e2fbff944e98136ae8af9bff565","output":"[{\"case_kb_id\": 1, \"case_id\": 5, \"knowledge_id\": 195, \"used_as\": \"applied\"}]","type":"function_call_output","id":null,"status":null},{"arguments":"{\"knowledge_id\": 195}","call_id":"chatcmpl-tool-c85dd9558243412e8177e9e4c02bef1b","name":"retrieve_knowledge","type":"function_call","id":"fc-2282a004","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-c85dd9558243412e8177e9e4c02bef1b","output":"[{\"knowledge_id\": 195, \"kb_number\": \"KB-0000195\", \"title\": \"Issue Resolution related to Palo Alto Networks PA-3220, step-by-step guide\", \"state\": \"retired\", \"visibility\": \"internal\", \"product_id\": 128, \"owner_id\": 170, \"sys_created_on\": \"2025-08-27 15:34:47\", \"body\": \"Product: Palo Alto Networks PA-3220 Summary: Device reboots/packet loss after content update. Resolution Steps: 1) Export tech support file. 2) Roll back PAN-OS/content. 3) Review dataplane crashes and session logs. 4) Disable problematic profiles. 5) Apply fixed content/PAN-OS. Rules: Preserve logs. change ticket. Workarounds: Fail over HA. bypass new profiles. Policies & Process: TAC case. RCA.\"}]","type":"function_call_output","id":null,"status":null},{"id":"msg-7e451be6","content":[{"annotations":[],"text":"I found case CS-0000005 assigned to Ryan Allen, linked to knowledge article KB-0000195 (currently retired). Now I'll republish the article.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"knowledge_id\": 195, \"state\": \"published\"}","call_id":"chatcmpl-tool-3ec484a9db7e495b9d430fedf315698d","name":"update_knowledge","type":"function_call","id":"fc-5ba6a8cd","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-3ec484a9db7e495b9d430fedf315698d","output":"{\"knowledge_id\": 195, \"kb_number\": \"KB-0000195\", \"title\": \"Issue Resolution related to Palo Alto Networks PA-3220, step-by-step guide\", \"body\": \"Product: Palo Alto Networks PA-3220 Summary: Device reboots/packet loss after content update. Resolution Steps: 1) Export tech support file. 2) Roll back PAN-OS/content. 3) Review dataplane crashes and session logs. 4) Disable problematic profiles. 5) Apply fixed content/PAN-OS. Rules: Preserve logs. change ticket. Workarounds: Fail over HA. bypass new profiles. Policies & Process: TAC case. RCA.\", \"state\": \"published\", \"visibility\": \"internal\", \"product_id\": 128, \"owner_id\": 170, \"sys_created_on\": \"2025-08-27 15:34:47\", \"sys_updated_on\": \"2026-10-23 16:41:32\"}","type":"function_call_output","id":null,"status":null},{"id":"msg-a7238202","content":[{"annotations":[],"text":"The knowledge article is now published. Next, I'll reconfirm the linkage between the case and the article.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"case_id\": 5, \"knowledge_id\": 195, \"used_as\": \"applied\"}","call_id":"chatcmpl-tool-9dc5e258760142d5a2fcf04dc996aa31","name":"link_case_knowledge","type":"function_call","id":"fc-93577331","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-9dc5e258760142d5a2fcf04dc996aa31","output":"{\"case_kb_id\": 528, \"case_id\": 5, \"knowledge_id\": 195, \"used_as\": \"applied\"}","type":"function_call_output","id":null,"status":null},{"id":"msg-811d3134","content":[{"annotations":[],"text":"Both steps are complete:\n\n1. **Republished the knowledge article** – KB-0000195 (\"Issue Resolution related to Palo Alto Networks PA-3220, step-by-step guide\") was in a retired state and has been updated to **published**.\n2. **Reconfirmed the case linkage** – Case CS-0000005 (Palo Alto Networks PA-3220, assigned to Ryan Allen) is now actively linked to KB-0000195 with usage type **applied** (linkage record case_kb_id: 528).","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"reason\": \"Retired knowledge article KB-0000195 was republished (state changed to published) and its linkage to case CS-0000005 (assigned to Ryan Allen) was reconfirmed as used_as=applied.\", \"paths\": [\"KB-0000195\", \"CS-0000005\"]}","call_id":"chatcmpl-tool-01d3cb08705c4d69af51a640e3ab1f30","name":"finish","type":"function_call","id":"fc-74c72eef","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-01d3cb08705c4d69af51a640e3ab1f30","output":"Retired knowledge article KB-0000195 was republished (state changed to published) and its linkage to case CS-0000005 (assigned to Ryan Allen) was reconfirmed as 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are an AI agent that will be given a specific task. You are to complete that task using the tools provided in 100 steps. You will need to call a finish tool as your last step, where you will pass your finish reason and any required final fields for that tool.\n You are not able to interact with the user during the task.\n\nFollow these instructions from the User:\nCSM Agent Policy\n\nYou are a Customer Service Management assistant. Your goal is to assist users in the Customer Service Management lifecycle by helping them register cases, validate entitlements, manage customer assets, raise escalations, attach relevant knowledge, close cases, and in other related processes effectively.\n\nYou should always act based on confirmed user context, existing record relationships, and database integrity best practices. Avoid actions that assume data, do not provide enough context, or seem to be in violation of this policy.\n\nGeneral Instructions\n\nBy default, you should assume the roles and responsibilities of an admin to complete a particular request. If a user request violates policy, do not act on it. Perform one operation at a time. Do not provide knowledge or procedures not in the system. Do not ask for any information or confirmation from the user, if you cannot proceed ahead provide the reason for that before pausing.\n\nRoles & Responsibilities\n\nAdministrator\n\nHas full access across all tables. Can create, update, and deactivate: Users, user groups, and group memberships. Accounts, contacts, locations, and entitlements. Products, installed products, SLAs, contracts, and knowledge. Manages assignment rules, workflows, and escalations.\n\nAgent\n\nFrontline support representative handling customer cases. Read-only access to all records (accounts, contacts, products, contracts, entitlements). Can: Create and update customer cases, interactions, and case work notes. Associate knowledge articles with cases. View entitlements and SLAs linked to accounts and cases. Update case assignment, state, and resolution. Cannot modify user, group, or membership data.\n\nManager\n\nSupervises agents and case queues. Has agent privileges plus: Can reassign cases across groups and users. Can escalate cases and override case prioritization. Monitors SLA compliance, case trends, and escalations. Can approve exceptions (e.g., entitlement overrides or escalations). May contribute to knowledge management as reviewers.\n\nCustomer (Portal User)\n\nEnd user accessing the customer portal. Can: View and update their own profile. Create new cases and track the status of their submitted cases. Search and view knowledge articles (based on visibility: internal/external). Participate in community forums (if enabled). Initiate interactions (chat, email, web, etc.). Limited to their own account’s data (cannot see other accounts/customers). Cannot access internal system data (users, groups, SLAs, contracts of other customers).\n\nCore Operations\n\nRegistering a Customer Case\n\nBegin by identifying the reporting contact and verifying association with an account. Collect necessary inputs: Issue description (short_description) Product or installed product involved Contact channel (channel, if not provided → default = web) Priority (if not provided → default = moderate) Default state = new. Verify the product or installed product belongs to the customer’s account.\n\nAssigning a Case\n\nA case may be assigned to: An assignment group (assignment_group_id), or A user (assigned_to) within that group. Agents must: Be active, and Be members of the assigned group. Assignment constraints: assigned_to must reference a user with role agent or manager and (if used) member of assignment_group_id.\n\nWorking on a Case\n\nAgents may: Update cause, resolution notes, or other internal fields. Change state (new → in_progress, in_progress → pending/resolved). Attach a missing product or installed product. Link relevant knowledge articles. Important: Cases cannot be closed directly. They must first be moved to resolved, then to closed. If a case is invalid, it may be canceled.\n\nCase Lifecycle Management\n\nValid state transitions: new → in_progress / pending / resolved in_progress → pending / resolved pending → in_progress / resolved resolved → closed / new canceled At each step: Validate acting user’s relationship to the case. Capture timestamps (sys_updated_on, closed_on where applicable). Prevent premature closure without resolution.\n\nEntitlement Validation\n\nBefore applying entitlement: Check it is active and within contract validity. Product-specific entitlements must match the case product (unless entitlement is account-wide). max_cases_per_month = 0 means unlimited; otherwise enforce limits. If entitlement is invalid → inform the user.\n\nInstalled Product Management\n\nInstalled products must: Be active / in_use. Belong to the reporting account. Do not attach items in retired / repair status to new cases. Ensure installed product’s product matches the case product.\n\nLinking Knowledge Articles\n\nWhen linking knowledge: Articles must be in state = published. Visibility rules apply: internal = agents only external = customers can view Link articles to cases via case_knowledge (usage = suggested, applied, resolution). Ownership is tracked via owner_id.\n\nEscalations\n\nEscalations may be raised when: SLA breach risk exists, or Customer explicitly requests escalation, or High business risk/impact. Steps: Record escalation = true on case. Capture escalation_reason. Ensure justification is logged in case notes. There is no separate escalation record. Escalation is tracked within the case.\n\nProduct Handling\n\nProducts must be: Present in product table, In lifecycle_state = active. Installed products must match the product and account context.\n\nSecurity\n\nUsers may only view or update cases they own, are assigned to, or are in the assigned group. Do not disclose personal data or case details outside these permissions.\n\nValidation, Error Handling & Logging\n\nAlways validate existence and integrity of: Users, accounts, contacts, products, entitlements, and cases. State transitions follow lifecycle rules. All actions must: Update sys_updated_on. Capture timestamps (e.g., closed_on for case closure).\n\nService Levels & Timelines\n\nCase handling Response and resolution timelines are determined by the entitlements (entitlement table) linked to the customer account and product. Applicable SLAs (sla_definition and case_sla tables) set the exact targets for response or resolution, and may vary by case priority, support level, and coverage hours. SLA pause behavior: Obey sla_definition.pause_on_pending; when case state is pending, pause applicable SLAs. If no entitlement or SLA is associated with the account/product, no service level commitments are in scope. Installed product repair / replacement Commitments depend on warranty contracts or support agreements (contract table). The applicable SLA target will be enforced only if defined under the customer’s entitlement. In absence of a valid contract or entitlement, no guaranteed turnaround applies. Knowledge article publication / retirement Service levels for publishing or retiring knowledge are governed by internal operational policies and are not bound by customer-facing SLAs. Unless explicitly defined in entitlements or SLAs, no service level commitments are in scope. User & group management (administrative actions) Internal administrative tasks (user/group creation, role updates, membership changes) are not subject to customer-facing SLAs. Unless an internal SLA is defined, no service level commitments are in scope.\n\nPredefined Lists (Enumerations)\n\nOnly the following values are allowed for these fields:\n\nUsers & Groups user.role: admin, agent, manager, customer user_group.type: support, backoffice, field, vendor\n\nGeography location.city: new_york, london, mumbai, tokyo, sydney location.country: usa, uk, india, japan, australia\n\nAccounts & Contacts account.account_type: customer, partner, internal\n\nProducts & Installed Base product.category: software, hardware, service product.lifecycle_state: active, retired installed_product.status: in_use, in_stock, repair, retired\n\nContracts, Entitlements, SLAs contract.contract_type: support, warranty, subscription contract.status: active, suspended, expired entitlement.support_level: standard, premium, enterprise entitlement.coverage_hours: h8x5, h12x6, h24x7 sla_definition.metric: response, resolution sla_definition.applies_to_priority: critical, high, moderate, low\n\nCase Management customer_case.channel: web, email, phone, chat, social, alert, community customer_case.priority: critical, high, moderate, low customer_case.state: new, in_progress, pending, resolved, closed, canceled customer_case.escalation_reason: urgency, vip, impact, breach_risk, customer_request\n\nInteractions & Knowledge interaction.channel: web, email, phone, chat, social, alert, community knowledge.state: draft, published, retired knowledge.visibility: internal, external case_knowledge.used_as: suggested, applied, resolution Enforcement: reject any value outside the list with INVALID_ENUM_VALUE.\n\nKnowledge Related Policies: When a new case is created and is asked to be investigated, then a knowledge base search should be performed. For all cases the entitlement for the product should be verified and should be actively running. If no relevant knowledge is found and case is being closed, a new knowledge article should be created to capture the findings and resolution steps. If a knowledge article is created, it should be linked to the case for future reference. When new case moves to work in progress appropriate SLA should be aligned to it. Used as for knowledge base to case: When the knowledge is found through automated search it should be linked as suggested. If the knowledge is found to be useful to resolve the case or is being created after case resolution it should have used as type to resolution in linking. In other cases if knowledge is linked it should as applied. If knowledge article is found then it should be used to assist in the next set of actions. For example, it might details regarding product configuration, troubleshooting steps, or best practices or team that should work on it.\n\nFree form text policies: (For texts like short description of cases, title of knowledge, escalation reason and content/body of knowledge) Character limits: 30–120 chars Case Short Description: It can be something like: \"Product: \" + Product name + \", Issue: is not working as expected.\" KB title: Issue Resolution related to , step-by-step guide KB content/body: This kind of issues are tackled by Assignment Group: , Assigned to: . Steps to resolve the issue: , Suggested Priority: . Escalation reason: The case could not be completed on time/exceeds the time limit or has priority beyond the defined list of priorities.","role":"system","type":"message","phase":null},{"content":"Ryan Allen reviewed the case assigned to him regarding Palo Alto Networks PA-3220 and found that the applied knowledge article is retired. Republish this retired knowledge article and reconfirm the linkage to the case.","role":"user","type":"message","phase":null},{"id":"msg-eeda803d","content":[{"annotations":[],"text":"I'll start by looking up Ryan Allen and his assigned cases.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"name\": \"Ryan Allen\"}","call_id":"chatcmpl-tool-d821f0ad89e84cfc918453d89f123bf0","name":"find_user","type":"function_call","id":"fc-2998ad3a","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-d821f0ad89e84cfc918453d89f123bf0","output":"{\"user_id\": 62, \"first_name\": \"Ryan\", \"last_name\": \"Allen\", \"email\": \"ryan.allen@servicenow.com\", \"role\": \"agent\", \"location_id\": 62, \"active\": 1}","type":"function_call_output","id":null,"status":null},{"arguments":"{\"assigned_to\": 62}","call_id":"chatcmpl-tool-54f71d5b4d854696b80fb8671819958e","name":"get_cases_assigned_to","type":"function_call","id":"fc-ec6034ac","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-54f71d5b4d854696b80fb8671819958e","output":"[{\"case_id\": 5, \"number\": \"CS-0000005\", \"account_id\": 1, \"contact_id\": 123, \"product_id\": 128, \"installed_product_id\": 3, \"channel\": \"social\", \"priority\": \"moderate\", \"state\": \"in_progress\", \"short_description\": \"Product: Palo Alto Networks PA-3220, Issue: is not working as expected.\", \"assignment_group_id\": 18, \"assigned_to\": 62, \"sys_created_on\": \"2025-08-27 15:31:08\"}]","type":"function_call_output","id":null,"status":null},{"arguments":"{\"case_id\": 5}","call_id":"chatcmpl-tool-07950e2fbff944e98136ae8af9bff565","name":"find_case_knowledge_linkages","type":"function_call","id":"fc-95dd7592","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-07950e2fbff944e98136ae8af9bff565","output":"[{\"case_kb_id\": 1, \"case_id\": 5, \"knowledge_id\": 195, \"used_as\": \"applied\"}]","type":"function_call_output","id":null,"status":null},{"arguments":"{\"knowledge_id\": 195}","call_id":"chatcmpl-tool-c85dd9558243412e8177e9e4c02bef1b","name":"retrieve_knowledge","type":"function_call","id":"fc-2282a004","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-c85dd9558243412e8177e9e4c02bef1b","output":"[{\"knowledge_id\": 195, \"kb_number\": \"KB-0000195\", \"title\": \"Issue Resolution related to Palo Alto Networks PA-3220, step-by-step guide\", \"state\": \"retired\", \"visibility\": \"internal\", \"product_id\": 128, \"owner_id\": 170, \"sys_created_on\": \"2025-08-27 15:34:47\", \"body\": \"Product: Palo Alto Networks PA-3220 Summary: Device reboots/packet loss after content update. Resolution Steps: 1) Export tech support file. 2) Roll back PAN-OS/content. 3) Review dataplane crashes and session logs. 4) Disable problematic profiles. 5) Apply fixed content/PAN-OS. Rules: Preserve logs. change ticket. Workarounds: Fail over HA. bypass new profiles. Policies & Process: TAC case. RCA.\"}]","type":"function_call_output","id":null,"status":null},{"id":"msg-7e451be6","content":[{"annotations":[],"text":"I found case CS-0000005 assigned to Ryan Allen, linked to knowledge article KB-0000195 (currently retired). Now I'll republish the article.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"knowledge_id\": 195, \"state\": \"published\"}","call_id":"chatcmpl-tool-3ec484a9db7e495b9d430fedf315698d","name":"update_knowledge","type":"function_call","id":"fc-5ba6a8cd","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-3ec484a9db7e495b9d430fedf315698d","output":"{\"knowledge_id\": 195, \"kb_number\": \"KB-0000195\", \"title\": \"Issue Resolution related to Palo Alto Networks PA-3220, step-by-step guide\", \"body\": \"Product: Palo Alto Networks PA-3220 Summary: Device reboots/packet loss after content update. Resolution Steps: 1) Export tech support file. 2) Roll back PAN-OS/content. 3) Review dataplane crashes and session logs. 4) Disable problematic profiles. 5) Apply fixed content/PAN-OS. Rules: Preserve logs. change ticket. Workarounds: Fail over HA. bypass new profiles. Policies & Process: TAC case. RCA.\", \"state\": \"published\", \"visibility\": \"internal\", \"product_id\": 128, \"owner_id\": 170, \"sys_created_on\": \"2025-08-27 15:34:47\", \"sys_updated_on\": \"2026-10-23 16:41:32\"}","type":"function_call_output","id":null,"status":null},{"id":"msg-a7238202","content":[{"annotations":[],"text":"The knowledge article is now published. Next, I'll reconfirm the linkage between the case and the article.","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"case_id\": 5, \"knowledge_id\": 195, \"used_as\": \"applied\"}","call_id":"chatcmpl-tool-9dc5e258760142d5a2fcf04dc996aa31","name":"link_case_knowledge","type":"function_call","id":"fc-93577331","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-9dc5e258760142d5a2fcf04dc996aa31","output":"{\"case_kb_id\": 528, \"case_id\": 5, \"knowledge_id\": 195, \"used_as\": \"applied\"}","type":"function_call_output","id":null,"status":null},{"id":"msg-811d3134","content":[{"annotations":[],"text":"Both steps are complete:\n\n1. **Republished the knowledge article** – KB-0000195 (\"Issue Resolution related to Palo Alto Networks PA-3220, step-by-step guide\") was in a retired state and has been updated to **published**.\n2. **Reconfirmed the case linkage** – Case CS-0000005 (Palo Alto Networks PA-3220, assigned to Ryan Allen) is now actively linked to KB-0000195 with usage type **applied** (linkage record case_kb_id: 528).","type":"output_text","logprobs":null}],"role":"assistant","status":"completed","type":"message","phase":null},{"arguments":"{\"reason\": \"Retired knowledge article KB-0000195 was republished (state changed to published) and its linkage to case CS-0000005 (assigned to Ryan Allen) was reconfirmed as used_as=applied.\", \"paths\": [\"KB-0000195\", \"CS-0000005\"]}","call_id":"chatcmpl-tool-01d3cb08705c4d69af51a640e3ab1f30","name":"finish","type":"function_call","id":"fc-74c72eef","status":"completed","namespace":null},{"call_id":"chatcmpl-tool-01d3cb08705c4d69af51a640e3ab1f30","output":"Retired knowledge article KB-0000195 was republished (state changed to published) and its linkage to case CS-0000005 (assigned to Ryan Allen) was reconfirmed as used_as=applied.","type":"function_call_output","id":null,"status":null}]}],"turns":[],"model_calls":[],"tool_calls":[{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-d821f0ad89e84cfc918453d89f123bf0","sandbox_id":null,"tool_name":"find_user","started_at":1792773635.1165743,"completed_at":1792773635.5643272,"duration_ms":447.7529199793935,"timing_source":"harness","status":"completed","error_type":null,"output":"{\"user_id\": 62, \"first_name\": \"Ryan\", \"last_name\": \"Allen\", \"email\": \"ryan.allen@servicenow.com\", \"role\": \"agent\", \"location_id\": 62, \"active\": 1}"},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-54f71d5b4d854696b80fb8671819958e","sandbox_id":null,"tool_name":"get_cases_assigned_to","started_at":1792773662.2465591,"completed_at":1792773662.4877627,"duration_ms":241.20352696627378,"timing_source":"harness","status":"completed","error_type":null,"output":"[{\"case_id\": 5, \"number\": \"CS-0000005\", \"account_id\": 1, \"contact_id\": 123, \"product_id\": 128, \"installed_product_id\": 3, \"channel\": \"social\", \"priority\": \"moderate\", \"state\": \"in_progress\", \"short_description\": \"Product: Palo Alto Networks PA-3220, Issue: is not working as expected.\", \"assignment_group_id\": 18, \"assigned_to\": 62, \"sys_created_on\": \"2025-08-27 15:31:08\"}]"},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-07950e2fbff944e98136ae8af9bff565","sandbox_id":null,"tool_name":"find_case_knowledge_linkages","started_at":1792773689.0743818,"completed_at":1792773689.308721,"duration_ms":234.33939297683537,"timing_source":"harness","status":"completed","error_type":null,"output":"[{\"case_kb_id\": 1, \"case_id\": 5, \"knowledge_id\": 195, \"used_as\": \"applied\"}]"},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-c85dd9558243412e8177e9e4c02bef1b","sandbox_id":null,"tool_name":"retrieve_knowledge","started_at":1792773690.802238,"completed_at":1792773690.9626162,"duration_ms":160.3781720623374,"timing_source":"harness","status":"completed","error_type":null,"output":"[{\"knowledge_id\": 195, \"kb_number\": \"KB-0000195\", \"title\": \"Issue Resolution related to Palo Alto Networks PA-3220, step-by-step guide\", \"state\": \"retired\", \"visibility\": \"internal\", \"product_id\": 128, \"owner_id\": 170, \"sys_created_on\": \"2025-08-27 15:34:47\", \"body\": \"Product: Palo Alto Networks PA-3220 Summary: Device reboots/packet loss after content update. Resolution Steps: 1) Export tech support file. 2) Roll back PAN-OS/content. 3) Review dataplane crashes and session logs. 4) Disable problematic profiles. 5) Apply fixed content/PAN-OS. Rules: Preserve logs. change ticket. Workarounds: Fail over HA. bypass new profiles. Policies & Process: TAC case. RCA.\"}]"},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-3ec484a9db7e495b9d430fedf315698d","sandbox_id":null,"tool_name":"update_knowledge","started_at":1792773692.6721077,"completed_at":1792773692.8398771,"duration_ms":167.76939202100039,"timing_source":"harness","status":"completed","error_type":null,"output":"{\"knowledge_id\": 195, \"kb_number\": \"KB-0000195\", \"title\": \"Issue Resolution related to Palo Alto Networks PA-3220, step-by-step guide\", \"body\": \"Product: Palo Alto Networks PA-3220 Summary: Device reboots/packet loss after content update. Resolution Steps: 1) Export tech support file. 2) Roll back PAN-OS/content. 3) Review dataplane crashes and session logs. 4) Disable problematic profiles. 5) Apply fixed content/PAN-OS. Rules: Preserve logs. change ticket. Workarounds: Fail over HA. bypass new profiles. Policies & Process: TAC case. RCA.\", \"state\": \"published\", \"visibility\": \"internal\", \"product_id\": 128, \"owner_id\": 170, \"sys_created_on\": \"2025-08-27 15:34:47\", \"sys_updated_on\": \"2026-10-23 16:41:32\"}"},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-9dc5e258760142d5a2fcf04dc996aa31","sandbox_id":null,"tool_name":"link_case_knowledge","started_at":1792773719.54928,"completed_at":1792773719.7785218,"duration_ms":229.24164100550115,"timing_source":"harness","status":"completed","error_type":null,"output":"{\"case_kb_id\": 528, \"case_id\": 5, \"knowledge_id\": 195, \"used_as\": \"applied\"}"},{"kind":"tool_call","invocation_id":"root","tool_call_id":"chatcmpl-tool-01d3cb08705c4d69af51a640e3ab1f30","sandbox_id":null,"tool_name":"finish","started_at":1792773723.1456544,"completed_at":1792773723.1456926,"duration_ms":0.038112979382276535,"timing_source":"harness","status":"completed","error_type":null,"output":"Retired knowledge article KB-0000195 was republished (state changed to published) and its linkage to case CS-0000005 (assigned to Ryan Allen) was reconfirmed as used_as=applied."}],"gaps":[{"code":"model_calls_unavailable","invocation_id":null,"detail":null},{"code":"turns_unavailable","invocation_id":null,"detail":null}]}} diff --git a/resources_servers/enterpriseops_gym/gym_client.py b/resources_servers/enterpriseops_gym/gym_client.py new file mode 100644 index 00000000000..d7f08f026ab --- /dev/null +++ b/resources_servers/enterpriseops_gym/gym_client.py @@ -0,0 +1,168 @@ +# SPDX-FileCopyrightText: Copyright (c) 2026 NVIDIA CORPORATION & AFFILIATES. All rights reserved. +# SPDX-License-Identifier: Apache-2.0 +"""HTTP client for one EnterpriseOps-Gym server running in a sandbox. + +A gym server answers MCP JSON-RPC at ``/mcp`` with plain JSON responses and no MCP session, and a REST API that +seeds (``/api/seed-database``) and queries (``/api/sql-runner``) per-task SQLite databases. Every call names its +database with the ``x-database-id`` header; the task's context, such as the acting user's token, travels as further +``x-`` headers. +""" + +from __future__ import annotations + +import asyncio +import itertools +import json +import time +from dataclasses import dataclass +from typing import Any, Optional + +from aiohttp import ClientError, ClientTimeout + +from nemo_gym.sandbox import SandboxEndpoint +from nemo_gym.server_utils import request +from resources_servers.enterpriseops_gym.task_data import DATABASE_ID_HEADER + + +# The proxy in front of a sandbox port answers these while the server behind it is unreachable. +_UNAVAILABLE_STATUSES = frozenset({502, 503, 504}) + + +class GymUnavailableError(RuntimeError): + """The gym server could not be reached, or answered as if it were down: an infrastructure failure.""" + + +class GymRequestError(RuntimeError): + """The gym server refused a request, such as a seed whose SQL does not run or a verifier query with an error.""" + + def __init__(self, status: int, detail: str) -> None: + super().__init__(f"HTTP {status}: {detail}") + self.status = status + self.detail = detail + + +@dataclass(frozen=True) +class ToolCallResult: + """What a tool call returned: the text the model sees, and whether the server flagged it as an error.""" + + text: str + is_error: bool + + +class GymServerClient: + """Calls one gym server through its sandbox endpoint.""" + + def __init__(self, endpoint: SandboxEndpoint, *, verify_tls: bool, timeout_s: float) -> None: + self._base_url = endpoint.endpoint.rstrip("/") + self._headers = dict(endpoint.headers) + self._ssl = None if verify_tls else False + self._timeout = ClientTimeout(total=timeout_s) + self._request_ids = itertools.count(1) + + async def _post( + self, + path: str, + body: dict[str, Any], + *, + headers: Optional[dict[str, str]] = None, + resend_after_disconnect: bool = True, + ) -> tuple[int, Any]: + """POST JSON and return the status and the decoded body; raise GymUnavailableError for infrastructure failures.""" + try: + response = await request( + "POST", + f"{self._base_url}{path}", + json=body, + # The endpoint's provider headers last, so task context cannot replace them. + headers={"Accept": "application/json", **(headers or {}), **self._headers}, + ssl=self._ssl, + timeout=self._timeout, + _max_num_tries=3, + _resend_after_disconnect=resend_after_disconnect, + ) + raw = await response.read() + except (ClientError, asyncio.TimeoutError) as error: + raise GymUnavailableError(f"{path}: {type(error).__name__}: {error}") from error + if response.status in _UNAVAILABLE_STATUSES: + raise GymUnavailableError(f"{path}: HTTP {response.status}: {raw[:500].decode(errors='replace')}") + try: + return response.status, json.loads(raw) if raw else None + except ValueError: + return response.status, raw.decode(errors="replace") + + async def wait_until_healthy(self, timeout_s: float, *, poll_interval_s: float = 1.0) -> None: + """Poll ``/health`` until the server answers 200.""" + deadline = time.monotonic() + timeout_s + last_error = "no answer" + while True: + try: + response = await request( + "GET", + f"{self._base_url}/health", + headers=self._headers, + ssl=self._ssl, + timeout=ClientTimeout(total=min(10.0, timeout_s)), + _max_num_tries=1, + ) + if response.status == 200: + return + last_error = f"HTTP {response.status}" + except (ClientError, asyncio.TimeoutError) as error: + last_error = f"{type(error).__name__}: {error}" + if time.monotonic() + poll_interval_s > deadline: + raise GymUnavailableError(f"gym server not healthy after {timeout_s:g}s: {last_error}") + await asyncio.sleep(poll_interval_s) + + async def seed_database(self, database_id: str, sql: str) -> None: + """Create the database ``database_id`` from a SQL dump.""" + status, body = await self._post( + "/api/seed-database", + { + "database_id": database_id, + "name": database_id, + "description": "NeMo Gym task database", + "sql_content": sql, + }, + resend_after_disconnect=False, + ) + # Gym servers word their success differently; like upstream, a 200 that does not report a failure is one. + if status != 200 or (isinstance(body, dict) and body.get("success") is False): + raise GymRequestError(status, _detail(body)) + + async def call_tool(self, name: str, arguments: dict[str, Any], *, headers: dict[str, str]) -> ToolCallResult: + """Call an MCP tool. A call that reached the server is never sent twice: tools change the database.""" + status, body = await self._post( + "/mcp", + { + "jsonrpc": "2.0", + "id": next(self._request_ids), + "method": "tools/call", + "params": {"name": name, "arguments": arguments}, + }, + headers=headers, + resend_after_disconnect=False, + ) + if status != 200 or not isinstance(body, dict): + return ToolCallResult(text=f"Tool call failed with HTTP {status}: {_detail(body)}", is_error=True) + if "error" in body: + return ToolCallResult(text=f"Tool call failed: {_detail(body['error'])}", is_error=True) + result = body.get("result") or {} + texts = [block.get("text", "") for block in result.get("content") or [] if block.get("type") == "text"] + return ToolCallResult(text="\n".join(texts), is_error=bool(result.get("isError"))) + + async def run_sql(self, query: str, *, headers: dict[str, str]) -> dict[str, Any]: + """Run a read query against the database named in ``headers`` and return the server's JSON answer.""" + status, body = await self._post( + "/api/sql-runner", {"query": query, "database_id": headers[DATABASE_ID_HEADER]}, headers=headers + ) + if status != 200 or not isinstance(body, dict): + raise GymRequestError(status, _detail(body)) + return body + + +def _detail(body: Any) -> str: + if isinstance(body, dict): + for key in ("detail", "message", "error"): + if body.get(key): + return str(body[key])[:2000] + return str(body)[:2000] diff --git a/resources_servers/enterpriseops_gym/requirements.txt b/resources_servers/enterpriseops_gym/requirements.txt new file mode 100644 index 00000000000..2c9ef83ea2a --- /dev/null +++ b/resources_servers/enterpriseops_gym/requirements.txt @@ -0,0 +1 @@ +-e nemo-gym[dev,sandbox] @ ../.. diff --git a/resources_servers/enterpriseops_gym/task_data.py b/resources_servers/enterpriseops_gym/task_data.py new file mode 100644 index 00000000000..3e26079164e --- /dev/null +++ b/resources_servers/enterpriseops_gym/task_data.py @@ -0,0 +1,98 @@ +# SPDX-FileCopyrightText: Copyright (c) 2026 NVIDIA CORPORATION & AFFILIATES. All rights reserved. +# SPDX-License-Identifier: Apache-2.0 +"""Task-data schema for the enterpriseops_gym server. + +Rows are written by ``benchmarks/enterpriseops_gym/prepare.py`` from the upstream EnterpriseOps-Gym task set, all +fields top-level. ``/seed_session`` validates its ``task_data`` with ``TaskData``; ``/verify`` reads ``task_id`` and +``domain`` and scores the verifiers the seed received. +""" + +import re +from typing import Dict, List, Literal + +from pydantic import BaseModel, ConfigDict, Field, JsonValue, model_validator + + +# The header that names a task database on every gym call; the server sets it, never the task. +DATABASE_ID_HEADER = "x-database-id" +_CONTEXT_HEADER = re.compile(r"^x-[a-z0-9-]+$") + +ComparisonType = Literal["equals", "greater_than", "less_than", "contains"] + + +class SQLValidationConfig(BaseModel): + model_config = ConfigDict(extra="forbid") + + query: str = Field(description="Read query run against the gym database through its /api/sql-runner.") + expected_value: JsonValue + comparison_type: ComparisonType = "equals" + + +class DatabaseStateVerifier(BaseModel): + """One ``database_state`` verifier of a task. The public task set has no other verifier type.""" + + model_config = ConfigDict(extra="forbid") + + verifier_type: Literal["database_state"] + name: str + description: str = "" + gym_name: str = Field(description="The gym server whose database the query runs against.") + validation_config: SQLValidationConfig + + +class GymServerTask(BaseModel): + """One gym server of a task: the dump its database is seeded from and the context headers of every call.""" + + model_config = ConfigDict(extra="forbid") + + name: str = Field(description="Gym server name, e.g. gym-email-mcp; selects the image in the server config.") + seed_database_file: str = Field(description="Path of the task's SQL dump inside the upstream gym_dbs.zip.") + headers: Dict[str, str] = Field( + default_factory=dict, + description="Lowercase x- headers carrying the task context, such as the acting user's token.", + ) + + @model_validator(mode="after") + def _context_headers_only(self) -> "GymServerTask": + for name in self.headers: + if not _CONTEXT_HEADER.match(name) or name == DATABASE_ID_HEADER: + raise ValueError(f"Gym server {self.name}: {name!r} is not a lowercase x- context header") + return self + + +class TaskData(BaseModel): + model_config = ConfigDict(extra="allow") + + task_id: str = Field( + description="Upstream task ID; checked against the seed's TaskId and echoed by /verify.", + json_schema_extra={"consumed_by": ["verify", "provenance"]}, + ) + domain: str = Field( + description="Upstream domain (calendar, csm, drive, email, hr, hybrid, itsm, teams); groups the metrics.", + json_schema_extra={"consumed_by": ["metrics"]}, + ) + gym_servers: List[GymServerTask] = Field( + min_length=1, + description="The gym servers to start, in the task's order; the first one is lent to the agent.", + json_schema_extra={"consumed_by": ["verify"]}, + ) + tool_servers: Dict[str, str] = Field( + min_length=1, + description="The tools the agent may call, each mapped to the gym server that serves it.", + json_schema_extra={"consumed_by": ["verify"]}, + ) + verifiers: List[DatabaseStateVerifier] = Field( + min_length=1, + description="SQL checks on the final database state; the task passes when all of them pass.", + json_schema_extra={"consumed_by": ["verify"]}, + ) + + @model_validator(mode="after") + def _references_known_gyms(self) -> "TaskData": + names = [gym.name for gym in self.gym_servers] + if len(set(names)) != len(names): + raise ValueError(f"Task {self.task_id} names a gym server twice: {names}") + unknown = ({*self.tool_servers.values()} | {v.gym_name for v in self.verifiers}) - set(names) + if unknown: + raise ValueError(f"Task {self.task_id} refers to gym servers it does not start: {sorted(unknown)}") + return self diff --git a/resources_servers/enterpriseops_gym/tests/__init__.py b/resources_servers/enterpriseops_gym/tests/__init__.py new file mode 100644 index 00000000000..52a7a9daf02 --- /dev/null +++ b/resources_servers/enterpriseops_gym/tests/__init__.py @@ -0,0 +1,2 @@ +# SPDX-FileCopyrightText: Copyright (c) 2026 NVIDIA CORPORATION & AFFILIATES. All rights reserved. +# SPDX-License-Identifier: Apache-2.0 diff --git a/resources_servers/enterpriseops_gym/tests/generate_verifier_golden.py b/resources_servers/enterpriseops_gym/tests/generate_verifier_golden.py new file mode 100644 index 00000000000..d8557e070d4 --- /dev/null +++ b/resources_servers/enterpriseops_gym/tests/generate_verifier_golden.py @@ -0,0 +1,68 @@ +# SPDX-FileCopyrightText: Copyright (c) 2026 NVIDIA CORPORATION & AFFILIATES. All rights reserved. +# SPDX-License-Identifier: Apache-2.0 +"""Run upstream EnterpriseOps-Gym's own verifier code (benchmark/verifier.py @ 271f2c3) on shared inputs and write the +results as golden fixtures for the Gym port: value extraction from /api/sql-runner answers and value comparison. + +Usage: python -I generate_verifier_golden.py +""" + +import json +import sys +from pathlib import Path + + +UPSTREAM = Path(sys.argv[1]) +OUT = Path(sys.argv[2]) +sys.path.insert(0, str(UPSTREAM)) +from benchmark.verifier import VerifierEngine # noqa: E402 + + +engine = VerifierEngine.__new__(VerifierEngine) # extraction and comparison need no clients + +answers = [ + {"success": True, "data": [{"cnt": 1}], "row_count": 1}, + {"success": True, "data": [{"cnt": 0}]}, + {"success": True, "data": [{"COUNT(*)": 3}]}, + {"success": True, "data": [{"state": "in_progress"}]}, + {"success": True, "data": [{"flag": True}]}, + {"success": True, "data": [{"value": None}]}, + {"success": True, "data": [{"amount": 12.5}]}, + {"success": True, "data": [{"id": "INC_024", "state": "closed"}]}, + {"success": True, "data": [{"id": 1}, {"id": 2}]}, + {"success": True, "data": []}, + {"success": True, "data": None}, + {"success": True, "message": "Query executed successfully. 0 rows affected.", "type": "write", "rows_affected": 0}, +] +extraction = [ + {"answer": answer, "value": engine._extract_value_from_sql_result({"success": True, "result": answer})} + for answer in answers +] + +actuals = [0, 1, 2, 5, 12.5, True, False, None, "0", "1", "in_progress", "open", "2026-01-15 11:00:00", [], {"id": 1}] +expecteds = [0, 1, 3, "0", "1", "2", True, "in_progress", "check", "2026-01-15T11:00:00", None] +comparison = [] +for comparison_type in ("equals", "greater_than", "less_than", "contains"): + for actual in actuals: + for expected in expecteds: + result = engine._compare_values(actual, expected, comparison_type) + comparison.append( + { + "actual": actual, + "expected": expected, + "comparison_type": comparison_type, + "passed": result["passed"], + } + ) + +OUT.write_text( + json.dumps( + { + "source": "ServiceNow/EnterpriseOps-Gym@271f2c357f763376997dfd16807fcde2474ae41b benchmark/verifier.py", + "extraction": extraction, + "comparison": comparison, + }, + indent=1, + ) + + "\n" +) +print(f"{len(extraction)} extraction and {len(comparison)} comparison cases -> {OUT}") diff --git a/resources_servers/enterpriseops_gym/tests/test_app.py b/resources_servers/enterpriseops_gym/tests/test_app.py new file mode 100644 index 00000000000..27b43d1f4c2 --- /dev/null +++ b/resources_servers/enterpriseops_gym/tests/test_app.py @@ -0,0 +1,553 @@ +# SPDX-FileCopyrightText: Copyright (c) 2026 NVIDIA CORPORATION & AFFILIATES. All rights reserved. +# SPDX-License-Identifier: Apache-2.0 +"""The resources server's session lifecycle, tool routes and verification, against in-process fake gym servers.""" + +import hashlib +import sqlite3 +import zipfile +from pathlib import Path +from typing import Any +from unittest.mock import MagicMock + +import pytest +from fastapi.testclient import TestClient + +from nemo_gym.base_resources_server import ResourcesCloseSessionRequest, ResourcesSeedSessionRequest +from nemo_gym.episode_types import EpisodeId, TaskId +from nemo_gym.openai_utils import NeMoGymResponse, NeMoGymResponseCreateParamsNonStreaming +from nemo_gym.sandbox import AsyncSandbox, SandboxEndpoint +from nemo_gym.server_utils import ServerClient +from nemo_gym.testing.session_conformance import check_resources_session_contract +from resources_servers.enterpriseops_gym import app as app_module +from resources_servers.enterpriseops_gym.app import ( + EnterpriseOpsGymResourcesServer, + EnterpriseOpsGymResourcesServerConfig, + ensure_seed_archive, +) +from resources_servers.enterpriseops_gym.gym_client import GymRequestError, GymUnavailableError, ToolCallResult + + +DUMPS = { + "dbs/a.sql": "CREATE TABLE notes(text TEXT); INSERT INTO notes VALUES ('seeded');", + "dbs/b.sql": "CREATE TABLE tasks(text TEXT);", +} +GYM_IMAGES = { + "gym-a": {"image": "registry.test/gym-a@sha256:aa", "command": ["serve", "a"], "port": 8003}, + "gym-b": {"image": "registry.test/gym-b@sha256:bb", "command": ["serve", "b"], "port": 8005}, +} + + +class FakeGym: + """A gym server: one SQLite database per seeded ID, an ``insert_`` tool per table, and a failing tool.""" + + def __init__(self) -> None: + self.databases: dict[str, sqlite3.Connection] = {} + self.tool_calls: list[tuple[str, dict[str, Any], dict[str, str]]] = [] + self.healthy = True + self.reachable = True + self.refuse_seed = False + + +class FakeGymClient: + """Stands in for GymServerClient, serving the FakeGym behind the endpoint it is given.""" + + gyms: dict[str, FakeGym] = {} + + def __init__(self, endpoint: SandboxEndpoint, *, verify_tls: bool, timeout_s: float) -> None: + self.gym = self.gyms[endpoint.endpoint] + + async def wait_until_healthy(self, timeout_s: float) -> None: + if not self.gym.healthy: + raise GymUnavailableError("never became healthy") + + async def seed_database(self, database_id: str, sql: str) -> None: + if self.gym.refuse_seed: + raise GymRequestError(400, "bad dump") + database = sqlite3.connect(":memory:", check_same_thread=False) + database.executescript(sql) + self.gym.databases[database_id] = database + + async def call_tool(self, name: str, arguments: dict[str, Any], *, headers: dict[str, str]) -> ToolCallResult: + if not self.gym.reachable: + raise GymUnavailableError("connection refused") + self.gym.tool_calls.append((name, arguments, headers)) + if name == "fail_tool": + return ToolCallResult(text="❌ Invalid Tool Arguments: ['x: is required']", is_error=True) + table = name.removeprefix("insert_") + self.gym.databases[headers["x-database-id"]].execute(f"INSERT INTO {table} VALUES (?)", (arguments["text"],)) + return ToolCallResult(text=f'{{"inserted": "{arguments["text"]}"}}', is_error=False) + + async def run_sql(self, query: str, *, headers: dict[str, str]) -> dict[str, Any]: + if not self.gym.reachable: + raise GymUnavailableError("connection refused") + try: + cursor = self.gym.databases[headers["x-database-id"]].execute(query) + except sqlite3.Error as error: + raise GymRequestError(400, f"SQL execution error: {error}") from error + columns = [column[0] for column in cursor.description] + return {"success": True, "data": [dict(zip(columns, row)) for row in cursor.fetchall()]} + + +@pytest.fixture +def gyms(monkeypatch) -> dict[str, FakeGym]: + gyms = {"gym-a": FakeGym(), "gym-b": FakeGym()} + monkeypatch.setattr(FakeGymClient, "gyms", {f"http://{name}.test": gym for name, gym in gyms.items()}) + monkeypatch.setattr(app_module, "GymServerClient", FakeGymClient) + return gyms + + +@pytest.fixture +def sandboxes(monkeypatch) -> dict[str, list]: + """The specs of the sandboxes started and the gym servers of those stopped, in order.""" + record: dict[str, list] = {"started": [], "stopped": [], "failing_stops": []} + + async def start(self: AsyncSandbox, spec): + if spec.metadata["gym_server"] == "unstartable": + raise RuntimeError("no capacity") + self._spec = spec + record["started"].append(spec) + return self + + async def endpoint(self: AsyncSandbox, port: int) -> SandboxEndpoint: + assert port in self._spec.ports + return SandboxEndpoint(endpoint=f"http://{self._spec.metadata['gym_server']}.test", headers={"auth": "proxy"}) + + async def stop(self: AsyncSandbox) -> None: + if self._spec is not None: + if self._spec.metadata["gym_server"] in record["failing_stops"]: + raise RuntimeError("delete timed out") + record["stopped"].append(self._spec.metadata["gym_server"]) + + async def serialize(self: AsyncSandbox, *, scope=None) -> dict[str, Any]: + return {"sandbox_id": self._spec.metadata["gym_server"]} + + for name, method in {"start": start, "endpoint": endpoint, "stop": stop, "serialize": serialize}.items(): + monkeypatch.setattr(AsyncSandbox, name, method) + monkeypatch.setattr(app_module, "get_global_config_dict", lambda: {"sandbox": {"local": {}}}) + return record + + +@pytest.fixture +def archive(tmp_path) -> Path: + path = tmp_path / "gym_dbs.zip" + with zipfile.ZipFile(path, "w") as zip_file: + for name, sql in DUMPS.items(): + zip_file.writestr(name, sql) + return path + + +def _server(archive: Path, **overrides) -> EnterpriseOpsGymResourcesServer: + config = EnterpriseOpsGymResourcesServerConfig( + **{ + "host": "0.0.0.0", + "port": 8080, + "entrypoint": "", + "name": "enterpriseops_gym_resources_server", + "sandbox_provider": "sandbox", + "sandbox_config": {"ttl_s": 600, "metadata": {"team": "gym"}}, + "gym_images": GYM_IMAGES, + "seed_archive_url": archive.as_uri(), + "seed_archive_sha256": hashlib.sha256(archive.read_bytes()).hexdigest(), + "seed_archive_dir": str(archive.parent / "cache"), + } + | overrides + ) + return EnterpriseOpsGymResourcesServer(config=config, server_client=MagicMock(spec=ServerClient)) + + +@pytest.fixture +def client(archive, gyms, sandboxes): + with TestClient(_server(archive).setup_webserver()) as client: + yield client + + +def _task(**overrides) -> dict[str, Any]: + task = { + "task_id": "task-1", + "domain": "hybrid", + "gym_servers": [ + {"name": "gym-a", "seed_database_file": "dbs/a.sql", "headers": {"x-user-email": "a@example.com"}}, + {"name": "gym-b", "seed_database_file": "dbs/b.sql", "headers": {}}, + ], + "tool_servers": {"insert_notes": "gym-a", "fail_tool": "gym-a", "insert_tasks": "gym-b"}, + "verifiers": [ + { + "verifier_type": "database_state", + "name": "note added", + "gym_name": "gym-a", + "validation_config": {"query": "SELECT COUNT(*) FROM notes WHERE text = 'hello'", "expected_value": 1}, + }, + { + "verifier_type": "database_state", + "name": "task added", + "gym_name": "gym-b", + # Upstream data writes some expected counts as strings. + "validation_config": {"query": "SELECT COUNT(*) FROM tasks", "expected_value": "1"}, + }, + ], + } + return task | overrides + + +def _seed(session_id: str = "session", **task_overrides) -> ResourcesSeedSessionRequest: + task = _task(**task_overrides) + return ResourcesSeedSessionRequest( + resources_session_id=session_id, + episode_id=EpisodeId(rollout_id=f"{session_id}-0"), + task_id=TaskId(taskset="enterpriseops_gym", task_id=task["task_id"]), + task_data=task, + ) + + +def _post_seed(client: TestClient, seed: ResourcesSeedSessionRequest): + return client.post("/seed_session", json=seed.model_dump(mode="json")) + + +def _verify(client: TestClient, task_id: str = "task-1"): + body = { + "task_id": task_id, + "domain": "hybrid", + "responses_create_params": NeMoGymResponseCreateParamsNonStreaming(input=[]).model_dump(mode="json"), + "response": NeMoGymResponse( + id="r", + created_at=0.0, + model="m", + object="response", + output=[], + parallel_tool_calls=False, + tool_choice="none", + tools=[], + ).model_dump(mode="json"), + } + return client.post("/verify", json=body) + + +def test_seed_starts_a_sandbox_per_gym_seeds_its_database_and_lends_the_first(client, gyms, sandboxes): + response = _post_seed(client, _seed()) + + assert response.status_code == 200 + started = {spec.metadata["gym_server"]: spec for spec in sandboxes["started"]} + assert set(started) == {"gym-a", "gym-b"} + for name, spec in started.items(): + assert (spec.image, spec.entrypoint, list(spec.ports)) == ( + GYM_IMAGES[name]["image"], + GYM_IMAGES[name]["command"], + [GYM_IMAGES[name]["port"]], + ) + assert (spec.ttl_s, spec.metadata["team"], spec.metadata["task_id"]) == (600, "gym", "task-1") + access = response.json()["sandbox_access"] + assert access["connection"]["descriptor"] == {"sandbox_id": "gym-a"} + assert access["workdir"] == "/tmp" + assert all(len(gym.databases) == 1 for gym in gyms.values()) + # A repeated seed returns the same session without starting more sandboxes. + assert _post_seed(client, _seed()).json() == response.json() + assert len(sandboxes["started"]) == 2 + + +def test_tools_reach_the_gym_that_serves_them_with_the_task_database_and_context(client, gyms): + _post_seed(client, _seed()) + + assert client.post("/insert_notes", json={"text": "hello"}).json() == '{"inserted": "hello"}' + assert client.post("/insert_tasks", json={"text": "write"}).status_code == 200 + + ((name, arguments, headers),) = gyms["gym-a"].tool_calls + assert (name, arguments) == ("insert_notes", {"text": "hello"}) + assert headers == {"x-user-email": "a@example.com", "x-database-id": next(iter(gyms["gym-a"].databases))} + assert [call[0] for call in gyms["gym-b"].tool_calls] == ["insert_tasks"] + + +def test_a_tool_outside_the_task_or_one_that_fails_answers_400_for_the_model(client, gyms): + _post_seed(client, _seed()) + + unknown = client.post("/list_everything", json={}) + failed = client.post("/fail_tool", json={}) + + assert (unknown.status_code, unknown.json()["detail"]) == ( + 400, + "Tool 'list_everything' is not available in this task", + ) + assert (failed.status_code, failed.json()["detail"]) == (400, "❌ Invalid Tool Arguments: ['x: is required']") + assert [call[0] for call in gyms["gym-a"].tool_calls] == ["fail_tool"] + + +def test_an_unreachable_gym_fails_the_tool_call_as_infrastructure(client, gyms): + _post_seed(client, _seed()) + gyms["gym-a"].reachable = False + + assert client.post("/insert_notes", json={"text": "hello"}).status_code == 502 + + +def test_a_tool_call_without_a_seeded_session_is_refused(client): + assert client.post("/insert_notes", json={"text": "hello"}).status_code == 409 + + +def test_verify_scores_every_verifier_and_releases_the_sandboxes(client, sandboxes): + _post_seed(client, _seed()) + client.post("/insert_notes", json={"text": "hello"}) + client.post("/insert_tasks", json={"text": "write"}) + + result = _verify(client).json() + + assert (result["reward"], result["verifier_pass_rate"], result["num_verifiers_passed"]) == (1.0, 1.0, 2) + assert (result["evaluation_completed"], result["mask_sample"], result["failure_kind"]) == (True, False, None) + assert [(v["name"], v["actual"], v["passed"]) for v in result["verifier_results"]] == [ + ("note added", 1, True), + ("task added", 1, True), + ] + assert sorted(sandboxes["stopped"]) == ["gym-a", "gym-b"] + # The results stand once the gyms are gone, and the gyms take no more calls. + assert _verify(client).json()["verifier_results"] == result["verifier_results"] + assert client.post("/insert_notes", json={"text": "late"}).status_code == 409 + + +def test_a_task_passes_only_when_all_its_verifiers_pass(client): + _post_seed(client, _seed()) + client.post("/insert_notes", json={"text": "hello"}) + + result = _verify(client).json() + + assert (result["reward"], result["verifier_pass_rate"]) == (0.0, 0.5) + assert [v["passed"] for v in result["verifier_results"]] == [True, False] + + +def test_a_verifier_query_the_database_rejects_fails_that_verifier(client): + broken = _task()["verifiers"][:1] + [ + { + "verifier_type": "database_state", + "name": "bad column", + "gym_name": "gym-b", + "validation_config": {"query": "SELECT missing FROM tasks", "expected_value": 1}, + } + ] + _post_seed(client, _seed(verifiers=broken)) + client.post("/insert_notes", json={"text": "hello"}) + + result = _verify(client).json() + + assert (result["reward"], result["verifier_pass_rate"]) == (0.0, 0.5) + assert result["verifier_results"][1]["error"].startswith("HTTP 400: SQL execution error") + # Scored as upstream scores it, and flagged as a defect of the task rather than a failure of the model. + assert result["evaluation_completed"] is False and result["mask_sample"] is False + assert result["failure_kind"] == "verifier_error" + assert result["failure_reason"].startswith("Verifier 'bad column': HTTP 400: SQL execution error") + + +def test_a_verifier_that_cannot_reach_its_gym_fails_verification_for_a_retry(client, gyms, sandboxes): + _post_seed(client, _seed()) + gyms["gym-b"].reachable = False + + assert _verify(client).status_code == 502 + # The sandboxes stay up for a retried verification; close releases them. + assert sandboxes["stopped"] == [] + + +def test_verify_names_the_seeded_task(client): + _post_seed(client, _seed()) + + assert _verify(client, task_id="task-2").status_code == 409 + + +@pytest.mark.parametrize( + ("overrides", "message"), + [ + ({"tool_servers": {"insert_notes": "gym-c"}}, "refers to gym servers it does not start"), + ( + {"gym_servers": [{"name": "gym-a", "seed_database_file": "dbs/a.sql", "headers": {"Host": "x"}}]}, + "context header", + ), + ( + {"gym_servers": [{"name": "gym-a", "seed_database_file": "dbs/a.sql", "headers": {"x-database-id": "x"}}]}, + "context header", + ), + ( + { + "gym_servers": [{"name": "gym-c", "seed_database_file": "dbs/a.sql"}], + "tool_servers": {"t": "gym-c"}, + "verifiers": [], + }, + "verifiers", + ), + ], +) +def test_a_task_the_server_cannot_run_is_a_terminal_422(client, sandboxes, overrides, message): + response = _post_seed(client, _seed(**overrides)) + + assert response.status_code == 422 + assert message in response.json()["detail"] + assert sandboxes["started"] == [] + + +def test_a_gym_without_an_image_or_a_dump_outside_the_archive_is_a_terminal_422(client, sandboxes): + verifier = _task()["verifiers"][0] + no_image = { + "gym_servers": [{"name": "gym-c", "seed_database_file": "dbs/a.sql"}], + "tool_servers": {"insert_notes": "gym-c"}, + "verifiers": [verifier | {"gym_name": "gym-c"}], + } + missing_dump = { + "gym_servers": [{"name": "gym-a", "seed_database_file": "../a.sql"}], + "tool_servers": {"insert_notes": "gym-a"}, + "verifiers": [verifier], + } + + unknown = _post_seed(client, _seed("s1", **no_image)) + outside = _post_seed(client, _seed("s2", **missing_dump)) + + assert (unknown.status_code, unknown.json()["detail"]) == (422, "No gym_images entry for gym servers ['gym-c']") + assert (outside.status_code, outside.json()["detail"]) == (422, "The seed archive has no database dump '../a.sql'") + assert sandboxes["started"] == [] + + +def test_a_gym_that_never_becomes_healthy_fails_the_seed_and_stops_every_sandbox(client, gyms, sandboxes): + gyms["gym-b"].healthy = False + + response = _post_seed(client, _seed()) + + assert response.status_code == 503 + assert "gym-b" in sandboxes["stopped"] + assert sorted(sandboxes["stopped"]) == sorted(spec.metadata["gym_server"] for spec in sandboxes["started"]) + # Nothing is kept: a retried seed starts over. + gyms["gym-b"].healthy = True + assert _post_seed(client, _seed()).status_code == 200 + + +def test_a_refused_database_dump_is_a_terminal_422(client, gyms, sandboxes): + gyms["gym-a"].refuse_seed = True + + assert _post_seed(client, _seed()).status_code == 422 + assert "gym-a" in sandboxes["stopped"] + assert sorted(sandboxes["stopped"]) == sorted(spec.metadata["gym_server"] for spec in sandboxes["started"]) + + +def test_a_sandbox_that_cannot_start_fails_the_seed_and_stops_the_others(archive, gyms, sandboxes): + images = GYM_IMAGES | {"unstartable": GYM_IMAGES["gym-b"]} + with TestClient(_server(archive, gym_images=images).setup_webserver(), raise_server_exceptions=False) as client: + servers = [_task()["gym_servers"][0], {"name": "unstartable", "seed_database_file": "dbs/b.sql"}] + verifiers = _task()["verifiers"][:1] + response = _post_seed( + client, _seed(gym_servers=servers, tool_servers={"insert_notes": "gym-a"}, verifiers=verifiers) + ) + + assert response.status_code == 500 + # Whether gym-a got to start before the failure cancelled it, every sandbox that started was stopped. + assert sandboxes["stopped"] == [spec.metadata["gym_server"] for spec in sandboxes["started"]] + + +def test_close_stops_the_sandboxes_and_the_session_follows_the_contract(archive, gyms, sandboxes): + app = _server(archive).setup_webserver() + with TestClient(app) as client: + seed = _seed() + _post_seed(client, seed) + close = ResourcesCloseSessionRequest(resources_session_id="session", episode_id=seed.episode_id) + + assert client.post("/close_session", json=close.model_dump(mode="json")).status_code == 200 + assert sorted(sandboxes["stopped"]) == ["gym-a", "gym-b"] + assert client.post("/insert_notes", json={"text": "hello"}).status_code == 409 + assert _post_seed(client, seed).status_code == 409 + + check_resources_session_contract(app, _seed("contract"), keeps_state=True) + + +def test_shutdown_stops_the_sandboxes_of_open_sessions(archive, gyms, sandboxes): + with TestClient(_server(archive).setup_webserver()) as client: + _post_seed(client, _seed()) + + assert sorted(sandboxes["stopped"]) == ["gym-a", "gym-b"] + + +def test_the_seed_archive_is_downloaded_once_and_checked(archive, tmp_path, monkeypatch): + sha256 = hashlib.sha256(archive.read_bytes()).hexdigest() + cache = tmp_path / "cache" + + path = ensure_seed_archive(archive.as_uri(), sha256, cache) + archive.unlink() + + assert ensure_seed_archive(archive.as_uri(), sha256, cache) == path + with pytest.raises(ValueError, match="expected 0000"): + ensure_seed_archive(path.as_uri(), "0000", tmp_path / "other") + assert list((tmp_path / "other").iterdir()) == [] + + +def test_metrics_report_success_and_verifier_pass_rate_overall_and_per_domain(archive): + server = _server(archive) + tasks = [ + [ + {"reward": 1.0, "verifier_pass_rate": 1.0, "domain": "email"}, + {"reward": 0.0, "verifier_pass_rate": 0.5, "domain": "email"}, + ], + [ + {"reward": 0.0, "verifier_pass_rate": 0.0, "domain": "hr"}, + {"reward": 0.0, "verifier_pass_rate": 0.5, "domain": "hr"}, + ], + ] + + metrics = server.compute_metrics(tasks) + key = server.get_key_metrics(metrics | {"mean/output_tokens": 10.0}) + + assert metrics["pass@1[avg-of-2]/success"] == 25.0 + assert metrics["pass@1[avg-of-2]/verifier_pass_rate"] == 50.0 + assert metrics["email/pass@1[avg-of-2]/success"] == 50.0 + assert metrics["hr/pass@1[avg-of-2]/verifier_pass_rate"] == 25.0 + assert key == { + "mean/output_tokens": 10.0, + "pass@1[avg-of-2]/success": 25.0, + "pass@1[avg-of-2]/verifier_pass_rate": 50.0, + } + + +def test_a_seed_or_close_for_another_episode_or_task_is_refused(archive, gyms, sandboxes): + with TestClient(_server(archive).setup_webserver(), raise_server_exceptions=False) as client: + seed = _seed() + _post_seed(client, seed) + other_episode = seed.model_copy(update={"episode_id": EpisodeId(rollout_id="other-0")}) + other_task = seed.model_copy(update={"task_id": TaskId(taskset="enterpriseops_gym", task_id="task-2")}) + close = ResourcesCloseSessionRequest(resources_session_id="session", episode_id=other_episode.episode_id) + + assert _post_seed(client, other_episode).status_code == 409 + assert _post_seed(client, other_task.model_copy(update={"resources_session_id": "s2"})).status_code == 422 + assert client.post("/close_session", json=close.model_dump(mode="json")).status_code == 500 + assert ( + client.post( + "/close_session", json=close.model_copy(update={"episode_id": seed.episode_id}).model_dump(mode="json") + ).status_code + == 200 + ) + assert client.post("/close_session", json=close.model_dump(mode="json")).status_code == 500 + + +def test_a_task_naming_a_gym_server_twice_is_refused(client): + twice = [_task()["gym_servers"][0]] * 2 + + response = _post_seed(client, _seed(gym_servers=twice, tool_servers={"insert_notes": "gym-a"})) + + assert (response.status_code, "names a gym server twice" in response.json()["detail"]) == (422, True) + + +def test_a_sandbox_that_fails_to_stop_after_verify_is_stopped_again_at_close(client, sandboxes): + seed = _seed() + _post_seed(client, seed) + client.post("/insert_notes", json={"text": "hello"}) + client.post("/insert_tasks", json={"text": "write"}) + sandboxes["failing_stops"].append("gym-b") + + assert _verify(client).json()["reward"] == 1.0 + assert sandboxes["stopped"] == ["gym-a"] + + sandboxes["failing_stops"].clear() + close = ResourcesCloseSessionRequest(resources_session_id="session", episode_id=seed.episode_id) + assert client.post("/close_session", json=close.model_dump(mode="json")).status_code == 200 + assert sandboxes["stopped"] == ["gym-a", "gym-b"] + + +def test_shutdown_logs_a_sandbox_it_cannot_stop(archive, gyms, sandboxes, caplog): + with TestClient(_server(archive).setup_webserver()) as client: + _post_seed(client, _seed()) + sandboxes["failing_stops"].append("gym-a") + + assert sandboxes["stopped"] == ["gym-b"] + assert "Failed to stop the sandboxes of EnterpriseOps-Gym session session" in caplog.text + + +def test_sessions_live_in_one_worker(archive): + with pytest.raises(ValueError, match="num_workers=1"): + _server(archive, num_workers=2) diff --git a/resources_servers/enterpriseops_gym/tests/test_gym_client.py b/resources_servers/enterpriseops_gym/tests/test_gym_client.py new file mode 100644 index 00000000000..7a12db65bd1 --- /dev/null +++ b/resources_servers/enterpriseops_gym/tests/test_gym_client.py @@ -0,0 +1,168 @@ +# SPDX-FileCopyrightText: Copyright (c) 2026 NVIDIA CORPORATION & AFFILIATES. All rights reserved. +# SPDX-License-Identifier: Apache-2.0 +"""How the gym server client reads the gym's answers, against canned HTTP responses.""" + +import asyncio +import json +from typing import Any + +import pytest +from aiohttp import ClientConnectionError + +from nemo_gym.sandbox import SandboxEndpoint +from resources_servers.enterpriseops_gym import gym_client +from resources_servers.enterpriseops_gym.gym_client import ( + GymRequestError, + GymServerClient, + GymUnavailableError, + ToolCallResult, +) + + +class FakeResponse: + def __init__(self, status: int, body: Any) -> None: + self.status = status + self._raw = body if isinstance(body, bytes) else json.dumps(body).encode() + + async def read(self) -> bytes: + return self._raw + + +@pytest.fixture +def http(monkeypatch) -> dict[str, Any]: + """Answers each request with the next queued response and records what was sent.""" + state: dict[str, Any] = {"responses": [], "requests": []} + + async def request(method: str, url: str, **kwargs: Any) -> FakeResponse: + state["requests"].append({"method": method, "url": url, **kwargs}) + response = state["responses"].pop(0) + if isinstance(response, Exception): + raise response + return response + + monkeypatch.setattr(gym_client, "request", request) + return state + + +def _client() -> GymServerClient: + return GymServerClient( + SandboxEndpoint(endpoint="https://proxy.test/sandboxes/1/proxy/8005/", headers={"OPEN-SANDBOX-API-KEY": "k"}), + verify_tls=False, + timeout_s=30, + ) + + +def test_a_tool_call_returns_the_text_the_gym_answered_and_never_resends(http): + http["responses"].append( + FakeResponse(200, {"jsonrpc": "2.0", "id": 1, "result": {"content": [{"type": "text", "text": "{}"}]}}) + ) + + result = asyncio.run(_client().call_tool("list_labels", {"userId": "me"}, headers={"x-database-id": "db"})) + + assert result == ToolCallResult(text="{}", is_error=False) + (sent,) = http["requests"] + assert sent["url"] == "https://proxy.test/sandboxes/1/proxy/8005/mcp" + assert sent["json"]["method"] == "tools/call" + assert sent["json"]["params"] == {"name": "list_labels", "arguments": {"userId": "me"}} + # Task context cannot replace the provider's routing headers. + assert sent["headers"]["OPEN-SANDBOX-API-KEY"] == "k" + assert sent["headers"]["x-database-id"] == "db" + assert sent["_resend_after_disconnect"] is False + assert sent["ssl"] is False + + +@pytest.mark.parametrize( + ("status", "body", "expected"), + [ + ( + 200, + {"result": {"content": [{"type": "text", "text": "❌ bad"}], "isError": True}}, + ToolCallResult(text="❌ bad", is_error=True), + ), + ( + 200, + {"result": {"content": [{"type": "text", "text": "a"}, {"type": "image"}, {"type": "text", "text": "b"}]}}, + ToolCallResult(text="a\nb", is_error=False), + ), + ( + 200, + {"error": {"code": -32601, "message": "Method not found"}}, + ToolCallResult(text="Tool call failed: Method not found", is_error=True), + ), + ( + 500, + b"Internal Server Error", + ToolCallResult(text="Tool call failed with HTTP 500: Internal Server Error", is_error=True), + ), + ], +) +def test_a_tool_the_gym_could_not_run_is_an_error_the_model_sees(http, status, body, expected): + http["responses"].append(FakeResponse(status, body)) + + assert asyncio.run(_client().call_tool("t", {}, headers={"x-database-id": "db"})) == expected + + +@pytest.mark.parametrize("failure", [FakeResponse(502, b"proxy"), ClientConnectionError("refused")]) +def test_an_unreachable_gym_is_an_infrastructure_error(http, failure): + http["responses"].append(failure) + + with pytest.raises(GymUnavailableError): + asyncio.run(_client().call_tool("t", {}, headers={"x-database-id": "db"})) + + +@pytest.mark.parametrize( + "body", + [ + {"success": True, "data": {"database_id": "db"}}, + {"message": "✅ Successfully seeded database with 29 SQL statements"}, + ], +) +def test_a_seed_any_gym_reports_without_a_failure_succeeds(http, body): + http["responses"].append(FakeResponse(200, body)) + + asyncio.run(_client().seed_database("db", "INSERT INTO t VALUES (1);")) + + (sent,) = http["requests"] + assert sent["json"]["database_id"] == "db" + assert sent["json"]["sql_content"] == "INSERT INTO t VALUES (1);" + + +@pytest.mark.parametrize( + ("status", "body"), + [(400, {"detail": "near TABL: syntax error"}), (200, {"success": False, "message": "could not seed"})], +) +def test_a_refused_seed_raises_with_the_gyms_reason(http, status, body): + http["responses"].append(FakeResponse(status, body)) + + with pytest.raises(GymRequestError) as error: + asyncio.run(_client().seed_database("db", "CREATE TABL oops;")) + + assert (error.value.status, error.value.detail) == (status, body.get("detail") or body.get("message")) + + +def test_sql_answers_are_returned_and_rejected_queries_raise(http): + answer = {"success": True, "data": [{"cnt": 1}]} + http["responses"] += [FakeResponse(200, answer), FakeResponse(400, {"detail": "no such table: nope"})] + client = _client() + headers = {"x-database-id": "db", "x-user-email": "a@example.com"} + + assert asyncio.run(client.run_sql("SELECT COUNT(*) AS cnt FROM t", headers=headers)) == answer + with pytest.raises(GymRequestError, match="no such table"): + asyncio.run(client.run_sql("SELECT * FROM nope", headers=headers)) + assert http["requests"][0]["json"] == {"query": "SELECT COUNT(*) AS cnt FROM t", "database_id": "db"} + assert http["requests"][0]["headers"]["x-user-email"] == "a@example.com" + + +def test_waiting_for_health_polls_until_the_gym_answers(http): + http["responses"] += [ClientConnectionError("starting"), FakeResponse(502, b"proxy"), FakeResponse(200, {})] + + asyncio.run(_client().wait_until_healthy(30, poll_interval_s=0)) + + assert [request["url"] for request in http["requests"]] == ["https://proxy.test/sandboxes/1/proxy/8005/health"] * 3 + + +def test_a_gym_that_never_becomes_healthy_times_out(http): + http["responses"] += [FakeResponse(502, b"proxy")] * 3 + + with pytest.raises(GymUnavailableError, match="HTTP 502"): + asyncio.run(_client().wait_until_healthy(0.01, poll_interval_s=0.02)) diff --git a/resources_servers/enterpriseops_gym/tests/test_prepare.py b/resources_servers/enterpriseops_gym/tests/test_prepare.py new file mode 100644 index 00000000000..aa2d94a861a --- /dev/null +++ b/resources_servers/enterpriseops_gym/tests/test_prepare.py @@ -0,0 +1,159 @@ +# SPDX-FileCopyrightText: Copyright (c) 2026 NVIDIA CORPORATION & AFFILIATES. All rights reserved. +# SPDX-License-Identifier: Apache-2.0 +"""Conversion of upstream task rows into benchmark rows, which the resources server's task model must accept.""" + +import json + +import datasets +import pytest + +from benchmarks.enterpriseops_gym import prepare as prepare_module +from benchmarks.enterpriseops_gym.prepare import context_headers, convert_task +from resources_servers.enterpriseops_gym.task_data import TaskData + + +def _tool(name: str) -> dict: + return {"name": name, "description": f"{name} tool", "inputSchema": {"type": "object", "properties": {}}} + + +TOOLS_BY_GYM = { + "gym-calendar": [_tool("list_users"), _tool("create_event"), _tool("delete_event")], + "sn-csm-server": [_tool("list_users"), _tool("create_case")], +} + + +def _row(**overrides) -> dict: + row = { + "task_id": "task_1", + "domain": "hybrid", + "system_prompt": "You are an assistant.", + "user_prompt": "Book the review.", + "selected_tools": ["create_case", "list_users", "create_event", "get_missing"], + "restricted_tools": [], + "gym_servers_config": json.dumps( + [ + { + "mcp_server_name": "gym-calendar", + "mcp_server_url": "http://localhost:8003", + "seed_database_file": "dbs/calendar.sql", + "context": {"x-access-token": "tok"}, + "user_info": "", + }, + { + "mcp_server_name": "sn-csm-server", + "mcp_server_url": "http://localhost:8001", + "seed_database_file": "dbs/csm.sql", + "context": {"x-user-email": "a@example.com"}, + }, + ] + ), + "verifiers": json.dumps( + [ + { + "verifier_type": "database_state", + "name": "case created", + "description": "", + "gym_name": "sn-csm-server", + "validation_config": {"query": "SELECT 1", "expected_value": 1, "comparison_type": "equals"}, + } + ] + ), + } + return row | overrides + + +def test_context_keys_become_headers_as_the_upstream_harness_sends_them(): + headers = context_headers( + {"X-Auth-Token": "a", "x_auth_token": "a", "user_id": "u", "primary_email": "e", " x-user-email": "m"} + ) + + # Upstream only prefixes keys that lack an x- prefix, so x_auth_token is sent as x-x-auth-token. + assert headers == { + "x-auth-token": "a", + "x-x-auth-token": "a", + "x-user-id": "u", + "x-primary-email": "e", + "x-user-email": "m", + } + + +def test_context_keys_for_one_header_must_agree(): + with pytest.raises(ValueError, match="disagree"): + context_headers({"user_id": "1", "user-id": "2"}) + + +def test_a_row_offers_the_selected_tools_in_gym_order_each_from_the_first_gym_that_serves_it(): + record, missing = convert_task(_row(), TOOLS_BY_GYM) + + assert [tool["name"] for tool in record["responses_create_params"]["tools"]] == [ + "list_users", + "create_event", + "create_case", + ] + assert record["tool_servers"] == { + "list_users": "gym-calendar", + "create_event": "gym-calendar", + "create_case": "sn-csm-server", + } + assert missing == ["get_missing"] + assert record["responses_create_params"]["tools"][0] == { + "type": "function", + "name": "list_users", + "description": "list_users tool", + "parameters": {"type": "object", "properties": {}}, + "strict": False, + } + assert record["responses_create_params"]["input"] == [ + {"role": "system", "content": "You are an assistant."}, + {"role": "user", "content": "Book the review."}, + ] + assert record["gym_servers"] == [ + {"name": "gym-calendar", "seed_database_file": "dbs/calendar.sql", "headers": {"x-access-token": "tok"}}, + {"name": "sn-csm-server", "seed_database_file": "dbs/csm.sql", "headers": {"x-user-email": "a@example.com"}}, + ] + # The resources server accepts what preparation writes. + task_fields = {key: value for key, value in record.items() if key != "responses_create_params"} + assert TaskData.model_validate(task_fields).verifiers[0].gym_name == "sn-csm-server" + + +def test_restricted_tools_are_left_out(): + record, _ = convert_task(_row(restricted_tools=["create_event"]), TOOLS_BY_GYM) + + assert "create_event" not in record["tool_servers"] + + +def test_prepare_writes_one_row_per_task_of_every_domain(tmp_path, monkeypatch): + output = tmp_path / "data" / "benchmark.jsonl" + splits = {domain: [_row(task_id=f"{domain}_task")] for domain in prepare_module.DOMAINS} + requested = {} + + def load_dataset(name, config, *, revision, token): + requested.update(name=name, config=config, revision=revision) + return splits + + monkeypatch.setattr(prepare_module, "OUTPUT_FPATH", output) + monkeypatch.setattr(prepare_module, "EXPECTED_TASK_COUNT", len(prepare_module.DOMAINS)) + monkeypatch.setattr(prepare_module, "load_tool_snapshots", lambda: TOOLS_BY_GYM) + monkeypatch.setattr(datasets, "load_dataset", load_dataset) + monkeypatch.setattr("nemo_gym.global_config.get_hf_token", lambda: None) + + assert prepare_module.prepare() == output + + rows = [json.loads(line) for line in output.read_text().splitlines()] + assert [row["task_id"] for row in rows] == [f"{domain}_task" for domain in prepare_module.DOMAINS] + assert requested == { + "name": prepare_module.DATASET, + "config": "oracle", + "revision": prepare_module.DATASET_REVISION, + } + + +def test_prepare_refuses_a_task_set_of_another_size(tmp_path, monkeypatch): + monkeypatch.setattr(prepare_module, "OUTPUT_FPATH", tmp_path / "benchmark.jsonl") + monkeypatch.setattr(prepare_module, "load_tool_snapshots", lambda: TOOLS_BY_GYM) + monkeypatch.setattr(datasets, "load_dataset", lambda *args, **kwargs: {d: [] for d in prepare_module.DOMAINS}) + monkeypatch.setattr("nemo_gym.global_config.get_hf_token", lambda: None) + + with pytest.raises(ValueError, match="Expected 649 tasks, got 0"): + prepare_module.prepare() + assert not (tmp_path / "benchmark.jsonl").exists() diff --git a/resources_servers/enterpriseops_gym/tests/test_verifier.py b/resources_servers/enterpriseops_gym/tests/test_verifier.py new file mode 100644 index 00000000000..710f26eed85 --- /dev/null +++ b/resources_servers/enterpriseops_gym/tests/test_verifier.py @@ -0,0 +1,76 @@ +# SPDX-FileCopyrightText: Copyright (c) 2026 NVIDIA CORPORATION & AFFILIATES. All rights reserved. +# SPDX-License-Identifier: Apache-2.0 +"""The verifier semantics against goldens produced by upstream EnterpriseOps-Gym's own code. + +``verifier_golden.json`` holds what upstream ``benchmark/verifier.py`` returns for each case; regenerate it with +``generate_verifier_golden.py`` and an upstream checkout. +""" + +import asyncio +import json +from pathlib import Path + +import pytest + +from nemo_gym.verifier_fixture import exercise_verifier_fixture +from resources_servers.enterpriseops_gym.app import VERIFIER_FIXTURE +from resources_servers.enterpriseops_gym.verifier import compare, extract_value + + +GOLDEN = json.loads((Path(__file__).parent / "verifier_golden.json").read_text()) + + +def _number_and_numeric_string(case: dict) -> bool: + values = (case["actual"], case["expected"]) + has_number = any(isinstance(v, (int, float)) and not isinstance(v, bool) for v in values) + has_numeric_string = any( + isinstance(v, str) and v.strip().lstrip("-").replace(".", "", 1).isdigit() for v in values + ) + return has_number and has_numeric_string + + +@pytest.mark.parametrize("case", GOLDEN["extraction"], ids=lambda case: json.dumps(case["answer"])[:60]) +def test_extraction_matches_upstream(case): + assert extract_value(case["answer"]) == case["value"] + + +def test_comparison_matches_upstream_except_numbers_against_numeric_strings(): + deviations = [] + for case in GOLDEN["comparison"]: + ours = compare(case["actual"], case["expected"], case["comparison_type"]) + if ours == case["passed"]: + continue + deviations.append(case) + # The one deviation: equality and ordering read a numeric string as the number it spells. + assert case["comparison_type"] != "contains", case + assert _number_and_numeric_string(case), case + assert ours is True and case["passed"] is False, case + assert len(deviations) == 21 + assert {"actual": 1, "expected": "1", "comparison_type": "equals", "passed": False} in deviations + + +@pytest.mark.parametrize( + ("actual", "expected", "comparison_type", "passed"), + [ + (1, "1", "equals", True), + ("2", 2, "equals", True), + (1, "1.0", "equals", True), + (1, "x", "equals", False), + (True, 1, "equals", True), + (True, "1", "equals", False), + (3, "2", "greater_than", True), + ("a", 1, "greater_than", False), + (5, 5, "contains", False), + ("in_progress status", "in_progress", "contains", True), + ], +) +def test_comparison_semantics(actual, expected, comparison_type, passed): + assert compare(actual, expected, comparison_type) is passed + + +def test_verifier_fixture() -> None: + asyncio.run( + exercise_verifier_fixture( + VERIFIER_FIXTURE, reward_range=(0.0, 1.0), higher_is_better=True, determinism="stochastic" + ) + ) diff --git a/resources_servers/enterpriseops_gym/tests/verifier_cases.jsonl b/resources_servers/enterpriseops_gym/tests/verifier_cases.jsonl new file mode 100644 index 00000000000..48f34547727 --- /dev/null +++ b/resources_servers/enterpriseops_gym/tests/verifier_cases.jsonl @@ -0,0 +1,4 @@ +{"expected_reward": 1.0, "kind": "full_reward", "name": "every verifier passes on the final state", "request": {"final_state": {"gym-itsm-mcp": "CREATE TABLE incident (incident_id TEXT, state TEXT); INSERT INTO incident VALUES ('INC_024', 'resolved');", "sn-csm-server": "CREATE TABLE \"case\" (case_id INTEGER PRIMARY KEY, state TEXT, priority TEXT); INSERT INTO \"case\" VALUES (1233, 'in_progress', 'critical'); CREATE TABLE case_knowledge (case_id INTEGER, knowledge_id INTEGER); INSERT INTO case_knowledge VALUES (1233, 195);"}, "verifiers": [{"gym_name": "sn-csm-server", "name": "case escalated", "validation_config": {"comparison_type": "equals", "expected_value": 1, "query": "SELECT COUNT(*) FROM \"case\" WHERE case_id = 1233 AND priority = 'critical'"}, "verifier_type": "database_state"}, {"gym_name": "sn-csm-server", "name": "article linked", "validation_config": {"comparison_type": "equals", "expected_value": "1", "query": "SELECT COUNT(*) FROM case_knowledge WHERE case_id = 1233 AND knowledge_id = 195"}, "verifier_type": "database_state"}, {"gym_name": "sn-csm-server", "name": "case in progress", "validation_config": {"comparison_type": "contains", "expected_value": "in_progress", "query": "SELECT state FROM \"case\" WHERE case_id = 1233"}, "verifier_type": "database_state"}, {"gym_name": "gym-itsm-mcp", "name": "incident resolved", "validation_config": {"comparison_type": "equals", "expected_value": "resolved", "query": "SELECT state FROM incident WHERE incident_id = 'INC_024'"}, "verifier_type": "database_state"}]}} +{"expected_reward": 0.0, "kind": "zero_reward", "name": "one unmet verifier fails the task", "request": {"final_state": {"gym-itsm-mcp": "CREATE TABLE incident (incident_id TEXT, state TEXT); INSERT INTO incident VALUES ('INC_024', 'resolved');", "sn-csm-server": "CREATE TABLE \"case\" (case_id INTEGER PRIMARY KEY, state TEXT, priority TEXT); INSERT INTO \"case\" VALUES (1233, 'in_progress', 'critical'); CREATE TABLE case_knowledge (case_id INTEGER, knowledge_id INTEGER);"}, "verifiers": [{"gym_name": "sn-csm-server", "name": "case escalated", "validation_config": {"comparison_type": "equals", "expected_value": 1, "query": "SELECT COUNT(*) FROM \"case\" WHERE case_id = 1233 AND priority = 'critical'"}, "verifier_type": "database_state"}, {"gym_name": "sn-csm-server", "name": "article linked", "validation_config": {"comparison_type": "equals", "expected_value": "1", "query": "SELECT COUNT(*) FROM case_knowledge WHERE case_id = 1233 AND knowledge_id = 195"}, "verifier_type": "database_state"}, {"gym_name": "sn-csm-server", "name": "case in progress", "validation_config": {"comparison_type": "contains", "expected_value": "in_progress", "query": "SELECT state FROM \"case\" WHERE case_id = 1233"}, "verifier_type": "database_state"}, {"gym_name": "gym-itsm-mcp", "name": "incident resolved", "validation_config": {"comparison_type": "equals", "expected_value": "resolved", "query": "SELECT state FROM incident WHERE incident_id = 'INC_024'"}, "verifier_type": "database_state"}]}} +{"expected_reward": 0.0, "kind": "zero_reward", "name": "a query the database rejects fails its verifier", "request": {"final_state": {"sn-csm-server": "CREATE TABLE \"case\" (case_id INTEGER PRIMARY KEY, state TEXT, priority TEXT); INSERT INTO \"case\" VALUES (1233, 'in_progress', 'critical'); CREATE TABLE case_knowledge (case_id INTEGER, knowledge_id INTEGER); INSERT INTO case_knowledge VALUES (1233, 195);"}, "verifiers": [{"gym_name": "sn-csm-server", "name": "case escalated", "validation_config": {"comparison_type": "equals", "expected_value": 1, "query": "SELECT COUNT(*) FROM \"case\" WHERE case_id = 1233 AND priority = 'critical'"}, "verifier_type": "database_state"}, {"gym_name": "sn-csm-server", "name": "bad column", "validation_config": {"comparison_type": "equals", "expected_value": 1, "query": "SELECT missing FROM \"case\""}, "verifier_type": "database_state"}]}} +{"expected_error": "final_state", "kind": "malformed", "name": "a request without the final state", "request": {"verifiers": [{"gym_name": "sn-csm-server", "name": "case escalated", "validation_config": {"comparison_type": "equals", "expected_value": 1, "query": "SELECT COUNT(*) FROM \"case\" WHERE case_id = 1233 AND priority = 'critical'"}, "verifier_type": "database_state"}, {"gym_name": "sn-csm-server", "name": "article linked", "validation_config": {"comparison_type": "equals", "expected_value": "1", "query": "SELECT COUNT(*) FROM case_knowledge WHERE case_id = 1233 AND knowledge_id = 195"}, "verifier_type": "database_state"}, {"gym_name": "sn-csm-server", "name": "case in progress", "validation_config": {"comparison_type": "contains", "expected_value": "in_progress", "query": "SELECT state FROM \"case\" WHERE case_id = 1233"}, "verifier_type": "database_state"}, {"gym_name": "gym-itsm-mcp", "name": "incident resolved", "validation_config": {"comparison_type": "equals", "expected_value": "resolved", "query": "SELECT state FROM incident WHERE incident_id = 'INC_024'"}, "verifier_type": "database_state"}]}} diff --git a/resources_servers/enterpriseops_gym/tests/verifier_golden.json b/resources_servers/enterpriseops_gym/tests/verifier_golden.json new file mode 100644 index 00000000000..5de3524c690 --- /dev/null +++ b/resources_servers/enterpriseops_gym/tests/verifier_golden.json @@ -0,0 +1,4197 @@ +{ + "source": "ServiceNow/EnterpriseOps-Gym@271f2c357f763376997dfd16807fcde2474ae41b benchmark/verifier.py", + "extraction": [ + { + "answer": { + "success": true, + "data": [ + { + "cnt": 1 + } + ], + "row_count": 1 + }, + "value": 1 + }, + { + "answer": { + "success": true, + "data": [ + { + "cnt": 0 + } + ] + }, + "value": 0 + }, + { + "answer": { + "success": true, + "data": [ + { + "COUNT(*)": 3 + } + ] + }, + "value": 3 + }, + { + "answer": { + "success": true, + "data": [ + { + "state": "in_progress" + } + ] + }, + "value": "in_progress" + }, + { + "answer": { + "success": true, + "data": [ + { + "flag": true + } + ] + }, + "value": true + }, + { + "answer": { + "success": true, + "data": [ + { + "value": null + } + ] + }, + "value": null + }, + { + "answer": { + "success": true, + "data": [ + { + "amount": 12.5 + } + ] + }, + "value": 12.5 + }, + { + "answer": { + "success": true, + "data": [ + { + "id": "INC_024", + "state": "closed" + } + ] + }, + "value": { + "id": "INC_024", + "state": "closed" + } + }, + { + "answer": { + "success": true, + "data": [ + { + "id": 1 + }, + { + "id": 2 + } + ] + }, + "value": [ + { + "id": 1 + }, + { + "id": 2 + } + ] + }, + { + "answer": { + "success": true, + "data": [] + }, + "value": [] + }, + { + "answer": { + "success": true, + "data": null + }, + "value": null + }, + { + "answer": { + "success": true, + "message": "Query executed successfully. 0 rows affected.", + "type": "write", + "rows_affected": 0 + }, + "value": { + "success": true, + "message": "Query executed successfully. 0 rows affected.", + "type": "write", + "rows_affected": 0 + } + } + ], + "comparison": [ + { + "actual": 0, + "expected": 0, + "comparison_type": "equals", + "passed": true + }, + { + "actual": 0, + "expected": 1, + "comparison_type": "equals", + "passed": false + }, + { + "actual": 0, + "expected": 3, + "comparison_type": "equals", + "passed": false + }, + { + "actual": 0, + "expected": "0", + "comparison_type": "equals", + "passed": false + }, + { + "actual": 0, + "expected": "1", + "comparison_type": "equals", + "passed": false + }, + { + "actual": 0, + "expected": "2", + "comparison_type": "equals", + "passed": false + }, + { + "actual": 0, + "expected": true, + "comparison_type": "equals", + "passed": false + }, + { + "actual": 0, + "expected": "in_progress", + "comparison_type": "equals", + "passed": false + }, + { + "actual": 0, + "expected": "check", + "comparison_type": "equals", + "passed": false + }, + { + "actual": 0, + "expected": "2026-01-15T11:00:00", + "comparison_type": "equals", + "passed": false + }, + { + "actual": 0, + "expected": null, + "comparison_type": "equals", + "passed": false + }, + { + "actual": 1, + "expected": 0, + "comparison_type": "equals", + "passed": false + }, + { + "actual": 1, + "expected": 1, + "comparison_type": "equals", + "passed": true + }, + { + "actual": 1, + "expected": 3, + "comparison_type": "equals", + "passed": false + }, + { + "actual": 1, + "expected": "0", + "comparison_type": "equals", + "passed": false + }, + { + "actual": 1, + "expected": "1", + "comparison_type": "equals", + "passed": false + }, + { + "actual": 1, + "expected": "2", + "comparison_type": "equals", + "passed": false + }, + { + "actual": 1, + "expected": true, + "comparison_type": "equals", + "passed": true + }, + { + "actual": 1, + "expected": "in_progress", + "comparison_type": "equals", + "passed": false + }, + { + "actual": 1, + "expected": "check", + "comparison_type": "equals", + "passed": false + }, + { + "actual": 1, + "expected": "2026-01-15T11:00:00", + "comparison_type": "equals", + "passed": false + }, + { + "actual": 1, + "expected": null, + "comparison_type": "equals", + "passed": false + }, + { + "actual": 2, + "expected": 0, + "comparison_type": "equals", + "passed": false + }, + { + "actual": 2, + "expected": 1, + "comparison_type": "equals", + "passed": false + }, + { + "actual": 2, + "expected": 3, + "comparison_type": "equals", + "passed": false + }, + { + "actual": 2, + "expected": "0", + "comparison_type": "equals", + "passed": false + }, + { + "actual": 2, + "expected": "1", + "comparison_type": "equals", + "passed": false + }, + { + "actual": 2, + "expected": "2", + "comparison_type": "equals", + "passed": false + }, + { + "actual": 2, + "expected": true, + "comparison_type": "equals", + "passed": false + }, + { + "actual": 2, + "expected": "in_progress", + "comparison_type": "equals", + "passed": false + }, + { + "actual": 2, + "expected": "check", + "comparison_type": "equals", + "passed": false + }, + { + "actual": 2, + "expected": "2026-01-15T11:00:00", + "comparison_type": "equals", + "passed": false + }, + { + "actual": 2, + "expected": null, + "comparison_type": "equals", + "passed": false + }, + { + "actual": 5, + "expected": 0, + "comparison_type": "equals", + "passed": false + }, + { + "actual": 5, + "expected": 1, + "comparison_type": "equals", + "passed": false + }, + { + "actual": 5, + "expected": 3, + "comparison_type": "equals", + "passed": false + }, + { + "actual": 5, + "expected": "0", + "comparison_type": "equals", + "passed": false + }, + { + "actual": 5, + "expected": "1", + "comparison_type": "equals", + "passed": false + }, + { + "actual": 5, + "expected": "2", + "comparison_type": "equals", + "passed": false + }, + { + "actual": 5, + "expected": true, + "comparison_type": "equals", + "passed": false + }, + { + "actual": 5, + "expected": "in_progress", + "comparison_type": "equals", + "passed": false + }, + { + "actual": 5, + "expected": "check", + "comparison_type": "equals", + "passed": false + }, + { + "actual": 5, + "expected": "2026-01-15T11:00:00", + "comparison_type": "equals", + "passed": false + }, + { + "actual": 5, + "expected": null, + "comparison_type": "equals", + "passed": false + }, + { + "actual": 12.5, + "expected": 0, + "comparison_type": "equals", + "passed": false + }, + { + "actual": 12.5, + "expected": 1, + "comparison_type": "equals", + "passed": false + }, + { + "actual": 12.5, + "expected": 3, + "comparison_type": "equals", + "passed": false + }, + { + "actual": 12.5, + "expected": "0", + "comparison_type": "equals", + "passed": false + }, + { + "actual": 12.5, + "expected": "1", + "comparison_type": "equals", + "passed": false + }, + { + "actual": 12.5, + "expected": "2", + "comparison_type": "equals", + "passed": false + }, + { + "actual": 12.5, + "expected": true, + "comparison_type": "equals", + "passed": false + }, + { + "actual": 12.5, + "expected": "in_progress", + "comparison_type": "equals", + "passed": false + }, + { + "actual": 12.5, + "expected": "check", + "comparison_type": "equals", + "passed": false + }, + { + "actual": 12.5, + "expected": "2026-01-15T11:00:00", + "comparison_type": "equals", + "passed": false + }, + { + "actual": 12.5, + "expected": null, + "comparison_type": "equals", + "passed": false + }, + { + "actual": true, + "expected": 0, + "comparison_type": "equals", + "passed": false + }, + { + "actual": true, + "expected": 1, + "comparison_type": "equals", + "passed": true + }, + { + "actual": true, + "expected": 3, + "comparison_type": "equals", + "passed": false + }, + { + "actual": true, + "expected": "0", + "comparison_type": "equals", + "passed": false + }, + { + "actual": true, + "expected": "1", + "comparison_type": "equals", + "passed": false + }, + { + "actual": true, + "expected": "2", + "comparison_type": "equals", + "passed": false + }, + { + "actual": true, + "expected": true, + "comparison_type": "equals", + "passed": true + }, + { + "actual": true, + "expected": "in_progress", + "comparison_type": "equals", 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+ { + "actual": "0", + "expected": "in_progress", + "comparison_type": "contains", + "passed": false + }, + { + "actual": "0", + "expected": "check", + "comparison_type": "contains", + "passed": false + }, + { + "actual": "0", + "expected": "2026-01-15T11:00:00", + "comparison_type": "contains", + "passed": false + }, + { + "actual": "0", + "expected": null, + "comparison_type": "contains", + "passed": false + }, + { + "actual": "1", + "expected": 0, + "comparison_type": "contains", + "passed": false + }, + { + "actual": "1", + "expected": 1, + "comparison_type": "contains", + "passed": false + }, + { + "actual": "1", + "expected": 3, + "comparison_type": "contains", + "passed": false + }, + { + "actual": "1", + "expected": "0", + "comparison_type": "contains", + "passed": false + }, + { + "actual": "1", + "expected": "1", + "comparison_type": "contains", + "passed": true + }, + { + "actual": "1", + "expected": "2", + "comparison_type": "contains", + "passed": false + }, + { + "actual": "1", + "expected": true, + "comparison_type": "contains", + "passed": false + }, + { + "actual": "1", + "expected": "in_progress", + "comparison_type": "contains", + "passed": false + }, + { + "actual": "1", + "expected": "check", + "comparison_type": "contains", + "passed": false + }, + { + "actual": "1", + "expected": "2026-01-15T11:00:00", + "comparison_type": "contains", + "passed": false + }, + { + "actual": "1", + "expected": null, + "comparison_type": "contains", + "passed": false + }, + { + "actual": "in_progress", + "expected": 0, + "comparison_type": "contains", + "passed": false + }, + { + "actual": "in_progress", + "expected": 1, + "comparison_type": "contains", + "passed": false + }, + { + "actual": "in_progress", + "expected": 3, + "comparison_type": "contains", + "passed": false + }, + { + "actual": "in_progress", + "expected": "0", + "comparison_type": "contains", + "passed": false + }, + { + "actual": "in_progress", + "expected": "1", + "comparison_type": "contains", + "passed": false + }, + { + "actual": "in_progress", + "expected": "2", + "comparison_type": "contains", + "passed": false + }, + { + "actual": "in_progress", + "expected": true, + "comparison_type": "contains", + "passed": false + }, + { + "actual": "in_progress", + "expected": "in_progress", + "comparison_type": "contains", + "passed": true + }, + { + "actual": "in_progress", + "expected": "check", + "comparison_type": "contains", + "passed": false + }, + { + "actual": "in_progress", + "expected": "2026-01-15T11:00:00", + "comparison_type": "contains", + "passed": false + }, + { + "actual": "in_progress", + "expected": null, + "comparison_type": "contains", + "passed": false + }, + { + "actual": "open", + "expected": 0, + "comparison_type": "contains", + "passed": false + }, + { + "actual": "open", + "expected": 1, + "comparison_type": "contains", + "passed": false + }, + { + "actual": "open", + "expected": 3, + "comparison_type": "contains", + "passed": false + }, + { + 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"comparison_type": "contains", + "passed": false + }, + { + "actual": "2026-01-15 11:00:00", + "expected": 3, + "comparison_type": "contains", + "passed": false + }, + { + "actual": "2026-01-15 11:00:00", + "expected": "0", + "comparison_type": "contains", + "passed": true + }, + { + "actual": "2026-01-15 11:00:00", + "expected": "1", + "comparison_type": "contains", + "passed": true + }, + { + "actual": "2026-01-15 11:00:00", + "expected": "2", + "comparison_type": "contains", + "passed": true + }, + { + "actual": "2026-01-15 11:00:00", + "expected": true, + "comparison_type": "contains", + "passed": false + }, + { + "actual": "2026-01-15 11:00:00", + "expected": "in_progress", + "comparison_type": "contains", + "passed": false + }, + { + "actual": "2026-01-15 11:00:00", + "expected": "check", + "comparison_type": "contains", + "passed": false + }, + { + "actual": "2026-01-15 11:00:00", + "expected": "2026-01-15T11:00:00", + "comparison_type": "contains", + "passed": false + }, + { + "actual": "2026-01-15 11:00:00", + "expected": null, + "comparison_type": "contains", + "passed": false + }, + { + "actual": [], + "expected": 0, + "comparison_type": "contains", + "passed": false + }, + { + "actual": [], + "expected": 1, + "comparison_type": "contains", + "passed": false + }, + { + "actual": [], + "expected": 3, + "comparison_type": "contains", + "passed": false + }, + { + "actual": [], + "expected": "0", + "comparison_type": "contains", + "passed": false + }, + { + "actual": [], + "expected": "1", + "comparison_type": "contains", + "passed": false + }, + { + "actual": [], + "expected": "2", + "comparison_type": "contains", + "passed": false + }, + { + "actual": [], + "expected": true, + "comparison_type": "contains", + "passed": false + }, + { + "actual": [], + "expected": "in_progress", + "comparison_type": "contains", + "passed": false + }, + { + "actual": [], + "expected": "check", + "comparison_type": "contains", + "passed": false + }, + { + "actual": [], + "expected": "2026-01-15T11:00:00", + "comparison_type": "contains", + "passed": false + }, + { + "actual": [], + "expected": null, + "comparison_type": "contains", + "passed": false + }, + { + "actual": { + "id": 1 + }, + "expected": 0, + "comparison_type": "contains", + "passed": false + }, + { + "actual": { + "id": 1 + }, + "expected": 1, + "comparison_type": "contains", + "passed": false + }, + { + "actual": { + "id": 1 + }, + "expected": 3, + "comparison_type": "contains", + "passed": false + }, + { + "actual": { + "id": 1 + }, + "expected": "0", + "comparison_type": "contains", + "passed": false + }, + { + "actual": { + "id": 1 + }, + "expected": "1", + "comparison_type": "contains", + "passed": true + }, + { + "actual": { + "id": 1 + }, + "expected": "2", + "comparison_type": "contains", + "passed": false + }, + { + "actual": { + "id": 1 + }, + "expected": true, + "comparison_type": "contains", + "passed": false + }, + { + "actual": { + "id": 1 + }, + "expected": "in_progress", + "comparison_type": "contains", + "passed": false + }, + { + "actual": { + "id": 1 + }, + "expected": "check", + "comparison_type": "contains", + "passed": false + }, + { + "actual": { + "id": 1 + }, + "expected": "2026-01-15T11:00:00", + "comparison_type": "contains", + "passed": false + }, + { + "actual": { + "id": 1 + }, + "expected": null, + "comparison_type": "contains", + "passed": false + } + ] +} diff --git a/resources_servers/enterpriseops_gym/verifier.py b/resources_servers/enterpriseops_gym/verifier.py new file mode 100644 index 00000000000..b152bb792ec --- /dev/null +++ b/resources_servers/enterpriseops_gym/verifier.py @@ -0,0 +1,158 @@ +# SPDX-FileCopyrightText: Copyright (c) 2026 NVIDIA CORPORATION & AFFILIATES. All rights reserved. +# SPDX-License-Identifier: Apache-2.0 +"""EnterpriseOps-Gym's SQL state verifiers. + +A verifier runs a read query against a task database and compares the value it extracts from the answer with an +expected value. Extraction and comparison follow the upstream harness (``benchmark/verifier.py`` in +ServiceNow/EnterpriseOps-Gym): a one-row, one-column answer is compared as that value, a one-row answer as the row, +and a longer answer as the list of rows; ``equals`` is Python equality, ``greater_than``/``less_than`` are Python +ordering, and ``contains`` is a substring test on the answer's string form. +""" + +from __future__ import annotations + +import sqlite3 +from typing import Any, Awaitable, Callable, Dict, List + +from pydantic import BaseModel, ConfigDict, Field, JsonValue + +from resources_servers.enterpriseops_gym.task_data import ComparisonType, DatabaseStateVerifier + + +class VerifierResult(BaseModel): + """How one verifier came out on the final database state.""" + + name: str + gym_name: str + passed: bool + comparison_type: ComparisonType + expected: JsonValue + actual: JsonValue = None + # Why the verifier could not compare, such as a query the database rejected. + error: str | None = None + + +class QueryRejectedError(Exception): + """The database refused a verifier's query, which fails that verifier.""" + + +async def evaluate( + verifiers: List[DatabaseStateVerifier], run_sql: Callable[[DatabaseStateVerifier], Awaitable[Dict[str, Any]]] +) -> List[VerifierResult]: + """Run each verifier's query with ``run_sql``, which returns the ``/api/sql-runner`` answer, and compare its value. + + The queries run one at a time, as upstream runs them: concurrent queries on one gym database can race in the gym + servers. An error other than ``QueryRejectedError`` propagates: without the database there is no verdict. + """ + results = [] + for verifier in verifiers: + config = verifier.validation_config + result = VerifierResult( + name=verifier.name, + gym_name=verifier.gym_name, + passed=False, + comparison_type=config.comparison_type, + expected=config.expected_value, + ) + try: + answer = await run_sql(verifier) + except QueryRejectedError as error: + results.append(result.model_copy(update={"error": str(error)})) + continue + actual = extract_value(answer) + passed = compare(actual, config.expected_value, config.comparison_type) + results.append(result.model_copy(update={"actual": actual, "passed": passed})) + return results + + +def extract_value(answer: Dict[str, Any]) -> Any: + """The value a ``/api/sql-runner`` answer stands for, as the upstream harness extracts it.""" + if "data" not in answer: + return answer + rows = answer["data"] + if not isinstance(rows, list) or not rows: + return rows + if len(rows) == 1 and isinstance(rows[0], dict) and len(rows[0]) == 1: + return next(iter(rows[0].values())) + return rows[0] if len(rows) == 1 else rows + + +def compare(actual: Any, expected: Any, comparison_type: ComparisonType) -> bool: + """Compare as the upstream harness does; values that cannot be ordered do not pass. + + One deviation: for equality and ordering, a number and a numeric string compare as numbers. 20 public oracle + tasks expect ``"1"`` from a ``COUNT(*)``, which Python equality never matches; the same tasks in the dataset's + distractor-tool configs expect ``1``. + """ + if comparison_type != "contains": + actual, expected = _as_numbers(actual, expected) + try: + if comparison_type == "equals": + return bool(actual == expected) + if comparison_type == "greater_than": + return bool(actual > expected) + if comparison_type == "less_than": + return bool(actual < expected) + return expected in str(actual) + except TypeError: + return False + + +def _as_numbers(actual: Any, expected: Any) -> tuple[Any, Any]: + """Turn the numeric string of a (number, numeric string) pair into a number; leave other pairs alone.""" + + def is_number(value: Any) -> bool: + return isinstance(value, (int, float)) and not isinstance(value, bool) + + def number(text: str) -> int | float | None: + for parse in (int, float): + try: + return parse(text) + except ValueError: + pass + return None + + if is_number(actual) and isinstance(expected, str) and (parsed := number(expected.strip())) is not None: + return actual, parsed + if is_number(expected) and isinstance(actual, str) and (parsed := number(actual.strip())) is not None: + return parsed, expected + return actual, expected + + +class FinalStateVerifyRequest(BaseModel): + """A task's verifiers and the final state of each gym server's database, as the SQL that builds it.""" + + model_config = ConfigDict(extra="forbid") + + verifiers: List[DatabaseStateVerifier] = Field(min_length=1) + final_state: Dict[str, str] + + +class FinalStateVerifyResponse(BaseModel): + reward: float + verifier_results: List[VerifierResult] + + +class FinalStateVerifier: + """Scores verifiers against final database states built in SQLite: the server's scoring, without gym servers.""" + + async def verify(self, body: FinalStateVerifyRequest) -> FinalStateVerifyResponse: + databases = {} + for gym_name, sql in body.final_state.items(): + databases[gym_name] = sqlite3.connect(":memory:") + databases[gym_name].executescript(sql) + + async def run_sql(verifier: DatabaseStateVerifier) -> Dict[str, Any]: + try: + cursor = databases[verifier.gym_name].execute(verifier.validation_config.query) + except sqlite3.Error as error: + raise QueryRejectedError(f"SQL execution error: {error}") from error + columns = [column[0] for column in cursor.description or []] + return {"success": True, "data": [dict(zip(columns, row)) for row in cursor.fetchall()]} + + try: + results = await evaluate(body.verifiers, run_sql) + finally: + for database in databases.values(): + database.close() + return FinalStateVerifyResponse(reward=float(all(r.passed for r in results)), verifier_results=results) diff --git a/responses_api_agents/stirrup_agent/README.md b/responses_api_agents/stirrup_agent/README.md index a640b923675..921f9975012 100644 --- a/responses_api_agents/stirrup_agent/README.md +++ b/responses_api_agents/stirrup_agent/README.md @@ -17,8 +17,8 @@ Stirrup runs only in agent sessions, seeded by an environment server with these The activation (`/ng-rollout//v1/responses`) runs `sandbox_runner.py` in the sandbox under Gym's process supervisor. The runner builds Stirrup's messages from `responses_create_params.input` and gives the model: -- `code_exec`, which runs each command in a fresh shell in the working directory (`cd && ( timeout -k 10 - 300 bash -c ... )`), so files persist and shell state does not; +- `code_exec` (unless the config sets `code_exec: false`), which runs each command in a fresh shell in the working + directory (`cd && ( timeout -k 10 300 bash -c ... )`), so files persist and shell state does not; - the request's `tools`, each posted to `{base_url}/{name}` with the session cookies. A 400 or 422 answer goes back to the model; any other error fails the episode. The tools named in `finish_tool_names` end the episode. @@ -41,6 +41,7 @@ episode. | `concurrency` | `32` | Maximum concurrent episodes. | | `temperature` | `0.6` | Sampling temperature when the request sets none. | | `finish_tool_names` | `null` | Request tools that end the episode when they succeed; `null` uses Stirrup's own finish tool. | +| `code_exec` | `true` | Whether the model gets the `code_exec` shell tool. Off when the request's tools are the only tools the task allows (EnterpriseOps-Gym). | | `sandbox_install_timeout_seconds` | `900` | Bound on installing the runtime in the sandbox. | | `sandbox_runner_timeout_seconds` | `12600` | Bound on one episode. At the limit the response carries the turns completed so far, with `status: incomplete` and `metadata.stop_reason: wall_time`. | | `session_close_timeout_seconds` | `30` | Bound on each cleanup phase at close. | diff --git a/responses_api_agents/stirrup_agent/app.py b/responses_api_agents/stirrup_agent/app.py index 5919ed36297..5a0bebb3a8a 100644 --- a/responses_api_agents/stirrup_agent/app.py +++ b/responses_api_agents/stirrup_agent/app.py @@ -235,6 +235,10 @@ def _reject_removed_options(cls, data: Any) -> Any: default=None, description="Request tools that end the episode when they succeed. None uses Stirrup's own finish tool.", ) + code_exec: bool = Field( + default=True, + description="Give the model the code_exec shell tool. Off for tasks whose only tools are the request's.", + ) sandbox_provider: Optional[str] = Field( default=None, description="Sandbox provider config to start a sandbox from when the session lends none." ) @@ -351,6 +355,7 @@ async def _run_sandbox_episode( "instructions": params["instructions"], "tools": params["tools"], "finish_tool_names": self.config.finish_tool_names, + "code_exec": self.config.code_exec, "tool_access": state.tool_access.model_dump(mode="json") if state.tool_access else None, "workdir": state.session.workdir, "stop_request_path": state.session.stop_request_path, diff --git a/responses_api_agents/stirrup_agent/sandbox_runner.py b/responses_api_agents/stirrup_agent/sandbox_runner.py index 1a7a58bc452..1dbd86c5b82 100644 --- a/responses_api_agents/stirrup_agent/sandbox_runner.py +++ b/responses_api_agents/stirrup_agent/sandbox_runner.py @@ -368,7 +368,7 @@ async def run(payload: dict[str, Any], scratch: Path, observer: Observer) -> dic name="stirrup_agent", max_turns=payload["max_turns"], tools=[ - shell, + *([shell] if payload["code_exec"] else []), TaskTools([tool for tool in task_tools if tool.name not in (finish_names or [])]), ], finish_tool=[tool for tool in task_tools if tool.name in finish_names] if finish_names else None, diff --git a/responses_api_agents/stirrup_agent/tests/test_app.py b/responses_api_agents/stirrup_agent/tests/test_app.py index 683a7c43cea..d4f73e05dc6 100644 --- a/responses_api_agents/stirrup_agent/tests/test_app.py +++ b/responses_api_agents/stirrup_agent/tests/test_app.py @@ -137,6 +137,17 @@ async def test_truncation_recovery_is_forwarded_to_the_rollout(self, truncation_ # Unset means off: only configs that opt in (GDPVal's benchmark config) get recovery nudges. assert payload["client"]["truncation_recovery"] is bool(truncation_recovery) + @pytest.mark.parametrize("code_exec", [None, False, True]) + @pytest.mark.asyncio + async def test_code_exec_is_forwarded_to_the_rollout(self, code_exec) -> None: + fields = {} if code_exec is None else {"code_exec": code_exec} + body = NeMoGymResponseCreateParamsNonStreaming(input="ignored", model="policy") + + payload = await _runner_payload(_make_config(**fields), body) + + # Unset keeps the shell, as before the option existed. + assert payload["code_exec"] is (code_exec is not False) + @pytest.mark.asyncio async def test_runtime_knobs_shape_the_model_requests_the_runner_makes(self) -> None: config = _make_config( diff --git a/responses_api_agents/stirrup_agent/tests/test_sandbox_runner.py b/responses_api_agents/stirrup_agent/tests/test_sandbox_runner.py index 1e4a902d6a1..cd6ed85c971 100644 --- a/responses_api_agents/stirrup_agent/tests/test_sandbox_runner.py +++ b/responses_api_agents/stirrup_agent/tests/test_sandbox_runner.py @@ -49,6 +49,7 @@ def _payload(model_url: str, resources_url: str, workdir: Path) -> dict: "instructions": None, "tools": _TOOLS, "finish_tool_names": ["finish", "abandon_task_finish"], + "code_exec": True, "tool_access": {"base_url": resources_url, "cookies": {"session": "seeded"}, "headers": {}}, "workdir": str(workdir), "max_turns": 10, @@ -324,6 +325,23 @@ def test_the_model_sees_the_certified_tool_definitions(tmp_path, resources): ] +def test_without_code_exec_the_model_sees_only_the_request_tools(tmp_path, resources): + model = _ModelServer([_call("finish", json.dumps({"reason": "done"}))]) + payload = {**_payload(model.base_url, resources.base_url, tmp_path), "code_exec": False} + try: + output = asyncio.run(run(payload, tmp_path, Observer())) + finally: + model.close() + + assert output["observations"]["status"] == "completed" + assert [t["function"]["name"] for t in model.requests[0]["tools"]] == [ + "finish", + "abandon_task_finish", + "web_search", + "fetch_web_page", + ] + + def test_remote_tool_schema_is_the_rows_schema(): spec = next(t for t in _TOOLS if t["name"] == "finish") From 73de0f79218c695585521a2e0c81e30dfcf7e63d Mon Sep 17 00:00:00 2001 From: Khushi Bhardwaj Date: Sat, 24 Oct 2026 11:41:19 -0700 Subject: [PATCH 2/2] fix(enterpriseops_gym): follow the tightened resources-session contract #4679 made check_resources_session_contract require typed refusals and masked verifies for lost sessions, which failed this server's contract test in the merge queue. - Serialize seed and close with ResourcesSessionFence, which also bounds how long a closed session is remembered. - Refuse an unrunnable task with ResourcesSeedRejectedError (422) and a conflicting seed or close with ResourcesSessionConflictError (409); a close for another episode was a 500 that re-dispatched the episode. - Set the session cookie only after a seed succeeds. - Answer a tool call for a session the server no longer holds with ResourcesSessionLostError (404), and its verify with a masked session_lost sample instead of a 409. Signed-off-by: Khushi Bhardwaj Co-Authored-By: Claude Opus 5.5 --- resources_servers/enterpriseops_gym/README.md | 4 + resources_servers/enterpriseops_gym/app.py | 95 +++++++++++-------- .../enterpriseops_gym/tests/test_app.py | 36 +++++-- 3 files changed, 88 insertions(+), 47 deletions(-) diff --git a/resources_servers/enterpriseops_gym/README.md b/resources_servers/enterpriseops_gym/README.md index 6baf09cd5a2..c4f0e5d0cfa 100644 --- a/resources_servers/enterpriseops_gym/README.md +++ b/resources_servers/enterpriseops_gym/README.md @@ -26,6 +26,10 @@ server with the Stirrup agent; see its README for the benchmark and its results. retried rather than scored. Verification stops the sandboxes, and a repeated `/verify` returns the same results. 4. **`/close_session`** stops any sandbox still running. Every sandbox also has a TTL (`sandbox_config.ttl_s`). +A seed or close that conflicts with the session's episode, or a seed after its session closed, is a final 409; a task +the server cannot run is a final 422. For a session the server no longer holds, a tool call is a 404 +(`session_lost`) and `/verify` returns a masked sample, since no database is left to score. + Aggregate metrics report `success` and `verifier_pass_rate` overall and per domain (`/pass@1[avg-of-k]/...`). ## Task fields diff --git a/resources_servers/enterpriseops_gym/app.py b/resources_servers/enterpriseops_gym/app.py index d07b08092e7..bfe9da09d40 100644 --- a/resources_servers/enterpriseops_gym/app.py +++ b/resources_servers/enterpriseops_gym/app.py @@ -35,9 +35,14 @@ BaseVerifyResponse, ResourcesCloseSessionRequest, ResourcesCloseSessionResponse, + ResourcesSeedRejectedError, ResourcesSeedSessionRequest, ResourcesSeedSessionResponse, + ResourcesSessionConflictError, + ResourcesSessionFence, + ResourcesSessionLostError, SimpleResourcesServer, + lost_session_verification, ) from nemo_gym.episode_types import EpisodeId, TaskId from nemo_gym.failure_kinds import VERIFIER_ERROR @@ -177,8 +182,7 @@ class EnterpriseOpsGymResourcesServer(SimpleResourcesServer): ray_enabled: ClassVar[bool] = False _sessions: Dict[str, _TaskSession] = PrivateAttr(default_factory=dict) - _closed_sessions: Dict[str, EpisodeId] = PrivateAttr(default_factory=dict) - _session_locks: Dict[str, asyncio.Lock] = PrivateAttr(default_factory=dict) + _fence: ResourcesSessionFence = PrivateAttr() _seed_archive: Optional[SeedArchive] = PrivateAttr(default=None) _seed_archive_lock: asyncio.Lock = PrivateAttr(default_factory=asyncio.Lock) @@ -186,6 +190,7 @@ def model_post_init(self, context: Any) -> None: super().model_post_init(context) if self.config.num_workers not in (None, 1): raise ValueError("EnterpriseOps-Gym sessions are process-local and require num_workers=1") + self._fence = ResourcesSessionFence(self.config.session_close_retry_window_seconds) def setup_webserver(self) -> FastAPI: app = super().setup_webserver() @@ -219,33 +224,36 @@ async def _archive(self) -> SeedArchive: async def seed_session(self, request: Request, body: ResourcesSeedSessionRequest) -> ResourcesSeedSessionResponse: session_id = body.resources_session_id - request.session[SESSION_ID_KEY] = session_id - async with self._session_locks.setdefault(session_id, asyncio.Lock()): - if session_id in self._closed_sessions: - raise HTTPException(409, f"Resources session is already closed: {session_id}") + async with self._fence.locked(session_id): + self._fence.raise_if_closed(session_id) session = self._sessions.get(session_id) if session is not None: if (session.episode_id, session.task_id) != (body.episode_id, body.task_id): - raise HTTPException(409, "resources_session_id is already bound to another episode or task") - return await self._seed_response(session_id, session) - # A task this server cannot run is a terminal 422; a failure to start its gyms is a retryable 5xx. - try: - task = TaskData.model_validate(body.task_data) - except ValidationError as error: - raise HTTPException(422, f"Invalid EnterpriseOps-Gym task: {error}") from error - if body.task_id.task_id != task.task_id: - raise HTTPException(422, "TaskId does not match the EnterpriseOps-Gym task_id") - missing = [gym.name for gym in task.gym_servers if gym.name not in self.config.gym_images] - if missing: - raise HTTPException(422, f"No gym_images entry for gym servers {missing}") - session = _TaskSession(body.episode_id, body.task_id, task, gyms={}) - try: - await self._start_gyms(session) + raise ResourcesSessionConflictError( + "resources_session_id is already bound to another episode or task" + ) response = await self._seed_response(session_id, session) - except BaseException: - await self._release(session) - raise - self._sessions[session_id] = session + else: + # A task this server cannot run is a terminal 422; a failure to start its gyms is a retryable 5xx. + try: + task = TaskData.model_validate(body.task_data) + except ValidationError as error: + raise ResourcesSeedRejectedError(f"Invalid EnterpriseOps-Gym task: {error}") from error + if body.task_id.task_id != task.task_id: + raise ResourcesSeedRejectedError("TaskId does not match the EnterpriseOps-Gym task_id") + missing = [gym.name for gym in task.gym_servers if gym.name not in self.config.gym_images] + if missing: + raise ResourcesSeedRejectedError(f"No gym_images entry for gym servers {missing}") + session = _TaskSession(body.episode_id, body.task_id, task, gyms={}) + try: + await self._start_gyms(session) + response = await self._seed_response(session_id, session) + except BaseException: + await self._release(session) + raise + self._sessions[session_id] = session + # Only on success: a refusal must not hand the caller a cookie for a session another episode holds. + request.session[SESSION_ID_KEY] = session_id return response async def _start_gyms(self, session: _TaskSession) -> None: @@ -264,7 +272,7 @@ async def start(gym_task: GymServerTask) -> None: try: sql = await asyncio.to_thread(archive.read, gym_task.seed_database_file) except ValueError as error: - raise HTTPException(422, str(error)) from error + raise ResourcesSeedRejectedError(str(error)) from error spec = self.config.sandbox_config.spec( self.config.sandbox_provider, image=image.image, @@ -285,7 +293,9 @@ async def start(gym_task: GymServerTask) -> None: except GymUnavailableError as error: raise HTTPException(503, f"Gym server {gym_task.name} is unavailable: {error}") from error except GymRequestError as error: - raise HTTPException(422, f"Gym server {gym_task.name} refused the task database: {error}") from error + raise ResourcesSeedRejectedError( + f"Gym server {gym_task.name} refused the task database: {error}" + ) from error gym.headers = {**gym_task.headers, DATABASE_ID_HEADER: database_id} try: @@ -314,18 +324,18 @@ async def close_resources_session( self, request: Request, body: ResourcesCloseSessionRequest ) -> ResourcesCloseSessionResponse: session_id = body.resources_session_id - async with self._session_locks.setdefault(session_id, asyncio.Lock()): - closed_episode_id = self._closed_sessions.get(session_id) + async with self._fence.locked(session_id): + closed_episode_id = self._fence.closed_episode(session_id) if closed_episode_id is None: session = self._sessions.get(session_id) if session is not None: if session.episode_id != body.episode_id: - raise ValueError("episode_id does not match the seeded resources session") + raise ResourcesSessionConflictError("episode_id does not match the seeded resources session") await self._release(session) del self._sessions[session_id] - self._closed_sessions[session_id] = body.episode_id + self._fence.mark_closed(session_id, body.episode_id) elif closed_episode_id != body.episode_id: - raise ValueError("episode_id does not match the closed resources session") + raise ResourcesSessionConflictError("episode_id does not match the closed resources session") request.session.pop(SESSION_ID_KEY, None) return ResourcesCloseSessionResponse(resources_session_id=session_id) @@ -350,11 +360,8 @@ async def shutdown(self) -> None: LOG.exception("Failed to stop the sandboxes of EnterpriseOps-Gym session %s", session_id) self._sessions.clear() - def _session(self, request: Request) -> _TaskSession: - session = self._sessions.get(request.session.get(SESSION_ID_KEY)) - if session is None: - raise HTTPException(409, "No seeded EnterpriseOps-Gym session for this request") - return session + def _session(self, request: Request) -> Optional[_TaskSession]: + return self._sessions.get(request.session.get(SESSION_ID_KEY)) async def call_tool( self, request: Request, tool_name: str, arguments: Dict[str, Any] = Body(default_factory=dict) @@ -365,6 +372,8 @@ async def call_tool( episode as an infrastructure error. """ session = self._session(request) + if session is None: + raise ResourcesSessionLostError("No seeded EnterpriseOps-Gym session for this tool call") gym_name = session.task.tool_servers.get(tool_name) if gym_name is None: raise HTTPException(400, f"Tool {tool_name!r} is not available in this task") @@ -381,6 +390,18 @@ async def call_tool( async def verify(self, request: Request, body: EnterpriseOpsGymVerifyRequest) -> EnterpriseOpsGymVerifyResponse: session = self._session(request) + if session is None: + # Closed, never seeded here, or gone with a restart: the task databases went with it, so there is nothing + # to score, and a reward of 0 would read as a model that solved nothing. + lost = lost_session_verification("No seeded EnterpriseOps-Gym session for this verify") + return EnterpriseOpsGymVerifyResponse( + **(body.model_dump() | lost), + evaluation_completed=False, + verifier_pass_rate=0.0, + num_verifiers=0, + num_verifiers_passed=0, + verifier_results=[], + ) if body.task_id != session.task.task_id: raise HTTPException(409, "The verify request names another task than the session") if session.verifier_results is None: diff --git a/resources_servers/enterpriseops_gym/tests/test_app.py b/resources_servers/enterpriseops_gym/tests/test_app.py index 27b43d1f4c2..35e4bd0f6ae 100644 --- a/resources_servers/enterpriseops_gym/tests/test_app.py +++ b/resources_servers/enterpriseops_gym/tests/test_app.py @@ -203,8 +203,8 @@ def _post_seed(client: TestClient, seed: ResourcesSeedSessionRequest): return client.post("/seed_session", json=seed.model_dump(mode="json")) -def _verify(client: TestClient, task_id: str = "task-1"): - body = { +def _verify_body(task_id: str = "task-1") -> dict[str, Any]: + return { "task_id": task_id, "domain": "hybrid", "responses_create_params": NeMoGymResponseCreateParamsNonStreaming(input=[]).model_dump(mode="json"), @@ -219,7 +219,10 @@ def _verify(client: TestClient, task_id: str = "task-1"): tools=[], ).model_dump(mode="json"), } - return client.post("/verify", json=body) + + +def _verify(client: TestClient, task_id: str = "task-1"): + return client.post("/verify", json=_verify_body(task_id)) def test_seed_starts_a_sandbox_per_gym_seeds_its_database_and_lends_the_first(client, gyms, sandboxes): @@ -277,8 +280,14 @@ def test_an_unreachable_gym_fails_the_tool_call_as_infrastructure(client, gyms): assert client.post("/insert_notes", json={"text": "hello"}).status_code == 502 -def test_a_tool_call_without_a_seeded_session_is_refused(client): - assert client.post("/insert_notes", json={"text": "hello"}).status_code == 409 +def test_a_tool_call_or_verify_without_a_seeded_session_is_a_lost_session(client): + response = client.post("/insert_notes", json={"text": "hello"}) + + assert (response.status_code, response.json()["detail"]["failure_kind"]) == (404, "session_lost") + # No database is left to score, so the sample is masked rather than scored 0. + result = _verify(client).json() + assert (result["mask_sample"], result["failure_kind"], result["reward"]) == (True, "session_lost", 0.0) + assert (result["evaluation_completed"], result["num_verifiers"]) == (False, 0) def test_verify_scores_every_verifier_and_releases_the_sandboxes(client, sandboxes): @@ -434,7 +443,8 @@ def test_a_sandbox_that_cannot_start_fails_the_seed_and_stops_the_others(archive def test_close_stops_the_sandboxes_and_the_session_follows_the_contract(archive, gyms, sandboxes): - app = _server(archive).setup_webserver() + server = _server(archive) + app = server.setup_webserver() with TestClient(app) as client: seed = _seed() _post_seed(client, seed) @@ -442,10 +452,16 @@ def test_close_stops_the_sandboxes_and_the_session_follows_the_contract(archive, assert client.post("/close_session", json=close.model_dump(mode="json")).status_code == 200 assert sorted(sandboxes["stopped"]) == ["gym-a", "gym-b"] - assert client.post("/insert_notes", json={"text": "hello"}).status_code == 409 + assert client.post("/insert_notes", json={"text": "hello"}).status_code == 404 assert _post_seed(client, seed).status_code == 409 - check_resources_session_contract(app, _seed("contract"), keeps_state=True) + check_resources_session_contract( + app, + _seed("contract"), + keeps_state=True, + holds_state=lambda session_id: session_id in server._sessions, + verify_body=_verify_body(), + ) def test_shutdown_stops_the_sandboxes_of_open_sessions(archive, gyms, sandboxes): @@ -505,14 +521,14 @@ def test_a_seed_or_close_for_another_episode_or_task_is_refused(archive, gyms, s assert _post_seed(client, other_episode).status_code == 409 assert _post_seed(client, other_task.model_copy(update={"resources_session_id": "s2"})).status_code == 422 - assert client.post("/close_session", json=close.model_dump(mode="json")).status_code == 500 + assert client.post("/close_session", json=close.model_dump(mode="json")).status_code == 409 assert ( client.post( "/close_session", json=close.model_copy(update={"episode_id": seed.episode_id}).model_dump(mode="json") ).status_code == 200 ) - assert client.post("/close_session", json=close.model_dump(mode="json")).status_code == 500 + assert client.post("/close_session", json=close.model_dump(mode="json")).status_code == 409 def test_a_task_naming_a_gym_server_twice_is_refused(client):