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reflect-3

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Use this skill for CRM/support-console service-ticket tasks that ask Codex to resolve batches of offline tickets, mobile support queues, mobile data recovery worklists, queue-quality handoffs, or enterprise export complaint response packages. It is especially relevant when the prompt provides payload files and an answer_template.json, asks for JSON-only output, or requires joining ticket/case records to accounts, outages, diagnostics, troubleshooting, customer lines, bills, plans, devices, enterprise incidents, export runs, messages, and SLA records.

experiments/codex_gpt5_5_xhigh/reports/skills/task_group_003/reflect-3/reflect-3_attempt_01/SKILL.md

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Oct 29, 2026
License
Apache-2.0

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# CRM Support Ticket SOP

## Core Workflow

1. Read the prompt, every payload file, and `payloads/answer_template.json` before querying records.
2. Use the support-console base URL supplied by the harness or environment. If the prompt names a localhost URL but a staged access note supplies a different base URL, use the supplied base URL.
3. Check `/health`, then query `/api/catalog` when available. The catalog is the fastest way to discover record endpoints and avoid guessing.
4. Fetch only the records needed to support the payload rows. Use list endpoints for joins and detail endpoints for individual IDs when they exist.
5. Join records by stable IDs:
   - Ticket work: ticket -> account -> matching outage by service area/service type -> diagnostics -> troubleshooting.
   - Mobile case work: case -> customer -> line -> bill -> plan -> device.
   - Enterprise export work: complaint/client/product/incident reference -> enterprise account -> incident -> export runs -> messages -> SLA.
6. Make the row-level decisions first. Compute all summaries from those finished rows; do not estimate summary counts independently.
7. Return only JSON conforming to the template. Preserve requested row order exactly.
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