{
  "version": "1.0",
  "title": "Agency support triage",
  "goal": "Route support requests by urgency and protect sensitive cases with human review.",
  "trigger": {
    "type": "webhook",
    "description": "A new support ticket is created."
  },
  "steps": [
    {
      "id": "s1",
      "kind": "action",
      "name": "Validate ticket metadata",
      "tool": "helpdesk",
      "inputs": [
        "ticket_id",
        "category",
        "severity"
      ],
      "on_error": "stop_and_alert",
      "next": "s2"
    },
    {
      "id": "s2",
      "kind": "decision",
      "name": "Check urgent risk category",
      "branches": [
        {
          "label": "urgent",
          "next": "s3"
        },
        {
          "label": "routine",
          "next": "s4"
        }
      ]
    },
    {
      "id": "s3",
      "kind": "approval",
      "name": "Escalate urgent ticket to human",
      "approver": "on-call support lead",
      "next": "s5"
    },
    {
      "id": "s4",
      "kind": "action",
      "name": "Assign routine ticket queue",
      "tool": "helpdesk",
      "inputs": [
        "category",
        "owner"
      ],
      "on_error": "retry_then_alert",
      "next": "s5"
    },
    {
      "id": "s5",
      "kind": "verify",
      "name": "Verify owner and ticket status",
      "tool": "helpdesk"
    }
  ],
  "safeguards": {
    "idempotency_key": "ticket_id",
    "max_retries": 2,
    "alert_channel": "support-operations"
  },
  "test_cases": [
    {
      "name": "Happy path",
      "input": "routine ticket with valid metadata",
      "expect": "ticket assigned and verified"
    },
    {
      "name": "Duplicate event",
      "input": "same ticket webhook twice",
      "expect": "no duplicate ticket or notification"
    },
    {
      "name": "Bad input",
      "input": "missing ticket ID",
      "expect": "stop and alert"
    },
    {
      "name": "Provider failure",
      "input": "helpdesk unavailable",
      "expect": "bounded retry and escalation"
    }
  ]
}