{
  "state": {
    "ticket_id": "INC-40213",
    "channel": "email",
    "plan": "enterprise",
    "account_arr_usd": 184000,
    "opened_minutes_ago": 11,
    "subject": "Checkout is failing for all our customers since the 09:40 deploy",
    "message": "Since your 09:40 UTC deploy every card payment on our store returns 'integration_failure'. We are losing roughly $2,000 a minute. Our launch with a retail partner goes live at 14:00 today. We need this restored now and a clear ETA; this is the third production outage this quarter and we are reviewing the contract. Server logs show HTTP 502 from your payments gateway. Please confirm whether customer card data was exposed. Contact me at any hour.",
    "history": {"prior_incidents_90d": 2, "open_escalations": 1, "csat_last_90d": 2.1},
    "detected": {"gateway_502_rate": 0.97, "region": "eu-west-1", "deploy_id": "d-8821"}
  },
  "questions": {
    "revenue_impacted": {"type": "noul", "instructions": "Is the customer's revenue currently impacted?"},
    "business_impact": {"type": "choice", "instructions": "What is the business impact level?", "criteria": {"none": "No impact", "degraded": "Partially degraded", "down": "Fully down"}},
    "integration_issue": {"type": "noul", "instructions": "Is an integration issue present?"},
    "account_health": {"type": "choice", "instructions": "What is the account health status?", "criteria": {"healthy": "No concerns", "watch": "At risk, monitor", "critical": "Likely to churn"}},
    "incident_scope": {"type": "choice", "instructions": "Which incident scope applies?", "criteria": {"single_account": "One customer", "regional": "One region", "global": "All customers"}},
    "security_concern": {"type": "noul", "instructions": "Is a security concern present?"},
    "duplicate_charge": {"type": "noul", "instructions": "Is a duplicate charge reported?"},
    "churn_likelihood": {"type": "score", "instructions": "Churn likelihood level", "criteria": ["unlikely", "possible", "likely", "imminent"]},
    "scope_certainty": {"type": "score", "instructions": "How certain is the incident scope?", "criteria": ["unclear", "partly clear", "clear", "confirmed"]},
    "human_attention": {"type": "noul", "instructions": "Is human attention needed now?"},
    "security_risk": {"type": "score", "instructions": "Security risk level", "criteria": ["none", "low", "medium", "high"]},
    "feature_request": {"type": "noul", "instructions": "Is this an immediate feature request?"},
    "partner_launch": {"type": "noul", "instructions": "Is a partner launch endangered?"},
    "credible_churn": {"type": "noul", "instructions": "Is the churn risk credible?"},
    "production_down": {"type": "noul", "instructions": "Is a production capability down?"},
    "customer_data_exposed": {"type": "noul", "instructions": "Does the message assert that customer data was exposed?"},
    "server_error": {"type": "noul", "instructions": "Is a server error reported?"},
    "financial_impact": {"type": "score", "instructions": "Financial impact level", "criteria": ["none", "minor", "material", "severe"]},
    "response_deadline": {"type": "choice", "instructions": "Which response deadline applies?", "criteria": {"now": "Immediate", "today": "Within hours", "this_week": "Within days"}},
    "repeated_failures": {"type": "noul", "instructions": "Are repeated production failures reported?"},
    "primary_department": {"type": "choice", "instructions": "Which primary department should own this?", "criteria": {"technical": "Engineering and infrastructure", "billing": "Payments and invoices", "sales": "Commercial and contracts", "security": "Security and compliance"}},
    "requested_resolution": {"type": "choice", "instructions": "Which resolution is requested?", "criteria": {"restore_service": "Restore the service", "refund": "Issue a refund", "information": "Provide information"}},
    "threatening_language": {"type": "noul", "instructions": "Is the language personally threatening?"},
    "concrete_deadline": {"type": "noul", "instructions": "Is a concrete deadline stated?"},
    "issue_category": {"type": "choice", "instructions": "Which issue category applies?", "criteria": {"integration_failure": "Integration failure", "billing_dispute": "Billing dispute", "feature_gap": "Feature gap", "account_access": "Account access"}},
    "technical_specificity": {"type": "score", "instructions": "Technical specificity level", "criteria": ["vague", "some detail", "specific", "precise"]},
    "resolution_complexity": {"type": "score", "instructions": "Resolution complexity level", "criteria": ["trivial", "routine", "involved", "complex"]}
  }
}