Ticket Resolution Workflow

A 2-step Temporal workflow that analyzes support tickets using AI and tracks SLA compliance with automatic escalation.

Workflow Definition

interface TicketResolutionInput {
  ticketId: string;
  subject: string;
  description: string;
  priority: 'P1' | 'P2' | 'P3' | 'P4';
  accountId: string;
}
 
interface TicketResolutionOutput {
  analysis: string;
  classification: string;
  resolution: string | null;
  slaBreached: boolean;
}

Steps

AI Analysis Activity: analyzeTicket

AI analyzes the ticket content to:

Classify the issue type (bug, feature request, configuration, billing)
Assess severity and impact
Search memory for similar past tickets
Suggest potential resolution paths

Wait for Resolution or SLA Breach Signal-based wait

The workflow waits for either:

A resolve signal indicating the ticket has been resolved
The SLA timer to expire, triggering automatic escalation

const resolved = await condition(
  () => ticketResolved,
  slaTimeout  // Based on priority
);
 
if (!resolved) {
  await escalateToRevOps(ticketId, 'SLA breach');
}

SLA Timers

Priority	Response SLA	Resolution SLA	Escalation
P1 (Critical)	15 minutes	4 hours	VP Support → CTO
P2 (High)	1 hour	24 hours	Support Manager
P3 (Medium)	4 hours	72 hours	RevOps Queue
P4 (Low)	24 hours	1 week	Standard Queue

Signals

Signal	Parameters	Purpose
`resolve`	`{ resolution, resolvedBy }`	Mark ticket as resolved

Queries

Query	Returns
`status`	Current state, SLA countdown, analysis results

Escalation Flow

Ticket Created → AI Analysis → Waiting for Resolution
                                      │
                    ┌─────────────────┴─────────────────┐
                    │                                   │
              Signal: resolve                    SLA Timer Expires
                    │                                   │
                    ▼                                   ▼
               Resolved                     Escalate to RevOps
                                                   │
                                            Notification sent
                                            (WebSocket + Slack)

Ticket Resolution Workflow

Ticket Resolution Workflow

Workflow Definition

Steps

SLA Timers

Signals

Queries

Escalation Flow

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