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| from __future__ import annotations | |
| from tasks.base import SupportTaskSpec, KnowledgeSnippet, SupportTicket | |
| TASK = SupportTaskSpec( | |
| task_id="account_takeover_medium", | |
| difficulty="medium", | |
| title="Account takeover recovery", | |
| objective=( | |
| "Identify an account compromise, lock the account, start recovery, " | |
| "and communicate next steps without leaking security-sensitive details." | |
| ), | |
| ticket=SupportTicket( | |
| customer_name="Anjali Menon", | |
| customer_tier="enterprise", | |
| company="Saffron Logistics", | |
| subject="Someone changed our admin email", | |
| body=( | |
| "Our main admin email was changed and we lost access. " | |
| "We’re seeing unfamiliar login alerts from overseas. Urgent help needed." | |
| ), | |
| region="us-east-1", | |
| affected_users=240, | |
| sla_minutes_remaining=120, | |
| ), | |
| knowledge_base=( | |
| KnowledgeSnippet( | |
| article_id="kb-compromise-protocol", | |
| title="Account compromise protocol", | |
| content=( | |
| "Immediately lock the account, invalidate active sessions, require admin re-verification, " | |
| "and collect proof of ownership (billing zip, last 4 of card, admin ID)." | |
| ), | |
| ), | |
| KnowledgeSnippet( | |
| article_id="kb-enterprise-sla", | |
| title="Enterprise SLA", | |
| content="Enterprise incidents must be contained within 2 hours. Provide status updates every 30 minutes.", | |
| ), | |
| ), | |
| gold_queue="trust_and_safety", | |
| gold_priority="urgent", | |
| gold_issue_type="account_compromise", | |
| gold_status="escalated", | |
| gold_resolution_code="security_lock_and_verify", | |
| required_requested_fields=("ownership_proof", "billing_zip", "last4_card"), | |
| required_reply_markers=( | |
| ("locked", "account"), | |
| ("invalidate", "sessions"), | |
| ("verify", "ownership"), | |
| ("sla", "updates"), | |
| ), | |
| required_note_markers=(("account locked",), ("ownership proof requested",)), | |
| risk_flags=("security_incident", "sla_breach"), | |
| follow_up_outcome="partial", | |
| follow_up_message="Customer provided billing zip but not card last4 yet.", | |
| follow_up_provided_fields=("billing_zip",), | |
| follow_up_wrong_fields=("card_last4",), | |
| sla_step_cost=18, | |
| over_escalation_queues=("security_ops",), | |
| under_escalation_deadline_step=4, | |
| max_steps=7, | |
| ) | |