Sample dataSample data — illustrative only. No PSA or Hive services are connected.
← Ticket SuccessSite-to-site VPN down between HQ and plant
Branch connectivity outage affecting production floor systems. Likely edge device or tunnel policy, not carrier.
SD-48211P2Intervention requiredUpdated 41 minutes ago
Success score
41/100
SLA consumed
87%
78m of 90m
Client
Northwind Manufacturing
Technician
Dana Whitfield
Success risk
- No technician update in 41 minutes
- Escalation threshold in 12 minutes
- Assigned technician holds two other active P2 tickets
Recommended next actions
Decision receipts, not model reasoning.
Approval requiredhigh confidenceHuman decision
Recommended: Add Kevin Alvarez as secondary resource.
Why
- SonicWall capability: strong
- Currently available
- Client familiarity: high
- Ticket approaching SLA risk
Bounded executionmoderate confidence
Recommended: Post the CHG-2291 rollback steps to the ticket.
Why
- Prior identical incident resolved in 18 minutes with these steps
Hypotheses
Working explanations with supporting signal.
- Phase 2 policy mismatch after firmware upgradeMatches SD-47755 signature and CHG-2291 timing.
- Upstream carrier faultLower likelihood — LAN-side monitoring at the plant is reporting normally.
Decision history
Auditable record of every action taken.
- 78 min agoService ManagerTriaged as P2 network outageRouted to network queue
- 74 min agoDana WhitfieldAccepted assignmentDiagnostics started
- 12 min agoGuardianRaised to interventionAwaiting dispatcher decision
Buddy Bee · awaiting Hive integration
This ticket is off the expected path. Do you want more time, another set of eyes, or an escalation?
Relevant context
Changes, projects, prior tickets and documentation.
- changeCHG-2291 firewall firmware upgradeApplied 2 days ago to NW-EDGE-02
- ticketSD-47755 tunnel flap after upgradeResolved by rolling back IKE policy
- documentNorthwind network runbookSection 4: tunnel recovery steps
- projectPRJ-118 SD-WAN migrationCutover scheduled in 3 weeks
Retrieval and documentation intelligence will be provided by Hive knowledge services.