Sample dataSample data — illustrative only. No PSA or Hive services are connected.
Guardian
Ticket lifecycle as an operational state machine. Tickets move forward or they surface.
Monitoring paused — no connector attached
Healthy
Progressing within expected bounds. No attention requested.
1
Watch
A signal changed. Monitored, no action yet.
1
At risk
Trajectory suggests the ticket will not succeed unaided.
1
Intervention required
A human decision is required now.
1
Escalated
Escalation is in effect and ownership has changed.
1
Transition rules
Thresholds derive from customer-approved policy, never from advisory guidance.
- Watch → At risk when no technician update occurs within half the SLA target.
- At risk → Intervention at the customer-approved escalation threshold minus 15 minutes.
- Intervention → Escalated only by a human decision or an explicit policy rule.
- Any state → Watch when the blocking condition clears and progress resumes.