The desk does not open tickets, reset passwords, or search a second workspace.
Helpdesk answer
Answer from a fictional support article, then show the miss. Hands-on time is about 25 minutes.
Purpose
A reviewer can ship a cited reply or an explicit no-answer. Level: editor with agent:run. Mode: stored. One collection, named in the request.
Prerequisites
Upload harbor-support.txt with exactly: Harbor Sample support does not email passwords. Ask the workspace owner to reset access. Index it in the same collection. Do not upload a real ticket.
Sample
Known question: Does Harbor Sample support email passwords? Expected citation: the sentence above, decision reply. Missing question: What is the after-hours phone number? The file has no number. Decision no-answer.
Steps
- Search with
collectionIdsset to this collection only. - Confirm refs from
harbor-support.txtfor the password question. Request the answer. - For the phone question, if search returns no supporting excerpt, do not call the answer route with an unrelated ref. Record
no-answer. - A person sends any reply. This recipe stops at the packet.
Fields
| Decision | Evidence |
|---|---|
reply | grounded and the excerpt says support does not email passwords. |
no-answer | No excerpt contains a phone number, or status is insufficient_evidence. |
out-of-scope | The question needs another workspace or a live ticket system. Stop. |
Example
{"queue":"lumen-sample","decision":"no-answer","question":"What is the after-hours phone number?"}Recovery
Permission loss mid-review returns 403 on the next call. Do not borrow another user’s session. Stale evidence is searched again.
Limits
No ticket write, no password reset, no second knowledge base in the same call, and no autonomous send. A knowledge assistant in the product is still not this packet unless you have run that assistant and kept its citations.
Check
Success: the password question is reply with the citation. Failure: the phone question is no-answer with an empty citation list.