{"id":"cx-vendor-escalation-note-utc-no-customer-data","audience":"it","category":"support-work","technique":"constraints","track":"support","level":"advanced","title":"Escalate to a payment vendor with UTC times and no customer data","free":false,"task":"Write a note to the vendor's support with five lines starting \"Ticket:\", \"Window (UTC):\", \"Impact:\", \"Tried:\" and \"Ask:\". Convert the Pacific times to UTC (Pacific Standard Time is UTC minus 8 today). Do not include customer names, emails or our contract price. Plain text, under 80 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"INCIDENT NOTES - webhook failures from PayLink (our payment vendor)\n- Our vendor ticket: PL-88213, account ACCT-4471.\n- Failures began Nov 5 at 2:15 p.m. Pacific and ended at 2:50 p.m. Pacific (error code WH-504).\n- 212 webhook events failed to deliver to our endpoint; 9 customers saw delayed order confirmations.\n- Customers who wrote in: Tanya Pierce (tpierce@example.net) and Cole Hardy. They are upset.\n- What we tried: re-sent the webhooks from the vendor dashboard (still failing), rotated our endpoint secret (no change). Our own servers show no errors.\n- Our contract price is $0.29 per transaction, which finance considers confidential.\n- We need the vendor's root cause and the option to replay missed events, by Nov 9, 17:00 UTC.","rules":[{"type":"plainText"},{"type":"maxWords","max":80}],"mistakes":[{"title":"Leaving times in Pacific","why":"The AI copies 2:15 p.m. Pacific.","fix":"Say: \"Convert to UTC (add 8 hours).\"","checks":["r1"]},{"title":"Including customer data","why":"The AI names the upset customers.","fix":"Say: \"No names, emails or contract price.\"","checks":["r2"]},{"title":"Missing the deadline","why":"The AI asks for help without a date.","fix":"Say: \"Ask by Nov 9, 17:00 UTC.\"","checks":["r2","r0"]},{"title":"Getting markdown back","why":"AI adds bold and headings by default, which show up as stray symbols where this is pasted.","fix":"Say \"plain text, no bold, no headings, no asterisks\".","checks":["plainText"]},{"title":"Trusting the AI to count words","why":"AI is bad at counting and usually runs long, so a vague \"keep it short\" lands well over the limit.","fix":"Cap each part instead of the total, for example \"each line under 15 words\".","checks":["maxWords"]}],"promptHints":[{"label":"Names the five labels","patterns":["ticket:","window \\(utc\\)","impact:","tried:","ask:"]},{"label":"Asks for a UTC conversion","patterns":["utc","minus 8","add 8"]},{"label":"Bans customer data and price","patterns":["no customer","contract price","confidential"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Sets a length limit","patterns":["\\d+\\s*words","word (limit|count)","under \\d+"]}],"hint":"Name the five labels, ask for UTC and say what private data must stay out.","rubricLabels":["The output has five lines starting Ticket:, Window (UTC):, Impact:, Tried: and Ask:","Ticket gives PL-88213 and ACCT-4471, and Window (UTC) gives 22:15 to 22:50 UTC on Nov 5 with error WH-504","Impact says 212 failed events; Tried lists the re-sent webhooks and rotated secret; Ask requests the root cause and replay option by Nov 9, 17:00 UTC; there are no customer names, emails or the $0.29 price"]}