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Customer operations
Keep a ticket moving after a crash.
Recover an interrupted support workflow with its customer context and routing decisions intact.
TKT-2418 · Billing question
- Ticket receivedDone
- Customer context loadedSaved
- Priority scoredRecovered
- Queue assignmentRouted
- Priority
- High
- Queue
- Customer support
Design the recovery path.
- Save the ticket context
- Store the records that the scoring step will need. A replacement worker can then read the same inputs without refetching and potentially getting changed customer data.
- Resume at priority scoring
- When a worker stops mid-step, use the checkpoint to distinguish completed inputs from unfinished scoring. The replacement begins at the first unfinished step.
- Confirm the routing effect
- Keep the routing operation identifiable in the destination system. When a call to update the queue times out, look up the original operation before considering another write.