Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Review the Conditional Access policy to ensure it only applies to compliant devices. Since contractors use personal laptops, consider allowing conditional access based on Azure AD app registration or use of a specific app. Consult Okta or Azure portal policies for this scenario.", "cited_artifacts": ["KB-00008"], "confidence": 0.8, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Review the Conditional Access policy for external contractors. Ensure it does not enforce compliant devices. Consider adding an exception for external contractors using personal laptops. Check for any misconfigured settings that may be causing the policy to block them.", "cited_artifacts": ["KB-00001"], "confidence": 0.75, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The issue seems to be related to MFA reset procedures. Refer to KB-00011 for Okta, Google Workspace, and Azure AD/Entra MFA reset procedures. Since the users are locked out, follow the procedure to reset their MFA. Ensure the user is verified via video call or badge scan before proceeding.", "cited_artifacts": ["KB-00011"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Review the Conditional Access policy to ensure it's not unintentionally blocking devices that meet all other criteria (such as compliant devices). Check if there are any misconfigurations or outdated policies that might be causing the issue. Reach out to the users directly for their laptops and understand if they can use a different device that is compliant with the new policy. If necessary, escalate the issue to the appropriate support team.", "cited_artifacts": ["KB-00003", "KB-00011", "KB-00008"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Review and update the Conditional Access policy to allow personal laptops for EU contractors. Ensure the policy is configured to allow MFA but does not enforce device compliance for external users.", "cited_artifacts": ["KB-00011"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Review the Conditional Access policy to ensure it includes an exception for external contractors using personal laptops. Update the policy to allow for this scenario without MFA. Reach out to the relevant Okta or Entra admin for policy modification.", "cited_artifacts": ["KB-00011"], "confidence": 0.8, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Review the Conditional Access policy to ensure it allows access to external contractors. Consult the runbook provided in KB-00011 for MFA reset procedures. If the issue persists, check Active Directory authentication failures by reviewing Event ID logs and following the steps in KB-00008.", "cited_artifacts": ["KB-00011", "KB-00008"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Review the Conditional Access policy to ensure it does not mistakenly block external contractors. The policy likely requires a compliant device. Since contractors use personal laptops, these devices do not need to be enrolled in Intune. Investigate if the policy includes specific device compliance requirements and adjust accordingly. Reach out to your security team for guidance on configuring the policy to allow personal devices for contractors.", "cited_artifacts": ["KB-00008"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Review the Helm chart and rollback the billing-service to the previous version using the 'helm rollback <release-name> 0' command. Verify the rollback by checking the status of the deployment and ensuring all pods are ready. Monitor the service metrics to ensure the rollback was successful and error rates have returned to normal.", "cited_artifacts": ["KB-00020"], "confidence": 0.9, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Rollback the billing-service deployment using Helm commands: helm rollback <release-name> 0. Verify the rollback using `helm history <release-name>` and check the status with `helm status <release-name>`. If needed, manually verify the rollback by checking the service logs and traffic.", "cited_artifacts": ["KB-00020"], "confidence": 0.9, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Roll back the billing-service deployment immediately. Verify that the rollback is successful by checking the pods' status and ensuring all consumers are using the new version of the service. Re-enable the service if needed.", "cited_artifacts": ["KB-00020"], "confidence": 0.90, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Roll back the billing-service deployment using the Helm rollback command. Verify the rollback by checking the status of the deployment and ensuring all pods are ready. If there are issues, revert manually or escalate the issue.", "cited_artifacts": ["KB-00020"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Rollback the deployment of billing-service to version v2.7.0 by using the Helm rollback command. Check the Kubernetes history to ensure the correct revision is selected. Verify the rollback was successful by checking the service status and logs.", "cited_artifacts": ["KB-00020"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Roll back the billing-service deployment using the Helm rollback command. Run `helm rollback billing-service 0` to revert to the previous version. Ensure all dependent services are updated in the correct order before and after the rollback.", "cited_artifacts": ["KB-00020"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Rollback the billing-service deployment to the previous version using the Helm rollback command. Ensure all necessary configurations are checked and verified post-rollback.", "cited_artifacts": ["KB-00020"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Review the Helm chart for the billing-service and roll back to the previous version. Verify the rollback is successful and redeploy the application as needed.", "cited_artifacts": ["KB-00020"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Review the API gateway access logs to identify the slow upstream service. Test the upstream directly to verify if it's responding. Check for common causes like DB query regressions, downstream dependency issues, or thread pool exhaustion. Adjust the timeout configuration on the API gateway if needed.", "cited_artifacts": ["KB-00018"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Examine the API gateway access logs to identify the upstream service experiencing the 504 Gateway Timeout. Use curl to test the upstream directly and bypass the gateway if necessary. Check for common issues such as DB query regression, downstream dependency slow, or thread pool exhaustion. Adjust timeout configuration in the API gateway as needed.", "cited_artifacts": ["KB-00018"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Check the API gateway access logs for 504 errors. Identify the slow upstream service. Test the upstream directly and adjust the timeout configuration if necessary. Verify the database connection and query performance. If the upstream service is overloaded, investigate the thread pool usage and adjust accordingly.", "cited_artifacts": ["KB-00018"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The API gateway 504 timeouts could be due to a slow downstream dependency. Verify TCP/179 reachability and check BGP timers on the upstream service. If the issue persists, test the upstream directly using curl to bypass the gateway and ensure it's not the gateway causing the problem. Adjust the timeout configuration on the Kong/Nginx if necessary.", "cited_artifacts": ["KB-00018"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Review the recent deployment to billing-service v3.1.0. Check the access logs for 504 Gateway Timeout errors. Use API Gateway access logs to identify the slow upstream service. Test the upstream directly using curl to confirm the issue is not with the API Gateway itself. Investigate the slow upstream service for common issues such as DB query regression or thread pool exhaustion. Adjust the proxy_read_timeout configuration if necessary. If the upstream service is not the issue, revert to the previous version of billing-service.", "cited_artifacts": ["KB-00020", "KB-00013", "KB-00018"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Review the API gateway access logs for slow upstreams. Identify and test any upstream services that may be experiencing issues. Adjust the proxy_read_timeout configuration in the API gateway to a higher value if needed.", "cited_artifacts": ["KB-00018"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Investigate the new API Gateway configuration and any changes made with the deployment. Check for any misconfigurations or missing dependencies. Verify that the billing-service is not causing any thread pool exhaustion. If the upstream service is still slow, test it directly outside of the API Gateway. If the issue persists, consider increasing the timeout configuration in the API Gateway.", "cited_artifacts": ["KB-00020", "KB-00018"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Check the API Gateway access logs for 504 timeouts and identify the slow upstream service. Test the upstream service directly using cURL to bypass the gateway. Review the retrieved context for common upstream causes like DB query regressions, downstream dependency issues, and thread pool exhaustion. Adjust the timeout configuration in the API Gateway as needed.", "cited_artifacts": ["KB-00018"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Review API Gateway access logs for 504 errors, identify upstream services. Test each in isolation to determine root cause. Adjust Kong proxy_read_timeout and enable Redis eviction if necessary. Ensure Redis maxmemory-policy is set to 'allkeys-lru'. Check JVM heap usage on the affected services and enable heap dumps on OOM for analysis.", "cited_artifacts": ["KB-00017", "KB-00018", "KB-00019", "KB-00015"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Review and adjust Kubernetes Pod CrashLoopBackOff, API Gateway 504 timeouts, Redis eviction, and JVM OOM settings. Investigate and correct configurations that are causing memory issues and pod restarts. Ensure that the Redis eviction policy is set to 'allkeys-lru' and configure Redis to handle memory pressure by setting a maximum memory limit. For the API Gateway, troubleshoot the slow upstream service and adjust the timeout configuration if necessary. For the JVM, ensure heap dumps are enabled and analyze them with Eclipse MAT to find and resolve the root cause of the OutOfMemoryError.", "cited_artifacts": ["KB-00015", "KB-00017", "KB-00018", "KB-00016"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify TCP/179 reachability, check BGP timers, correct any AS or MD5 mismatches. Review API Gateway access logs for 504s and upstream timeouts. Check Redis eviction policy and memory pressure. Ensure no TTL is set on session keys in Spring Session with Redis. Analyze heap dumps and memory usage on the affected pods.", "cited_artifacts": ["KB-00017", "KB-00020", "KB-00018", "KB-00019", "KB-00015"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Review and update resource limits for the affected pods. Check the Redis configuration for memory limits and eviction settings. Investigate and adjust the API gateway's timeout configuration. Ensure correct Redis eviction policy and memory settings. Evaluate and possibly modify the Java heap size for the JVM-based services. Monitor and adjust the database connection pool settings.", "cited_artifacts": ["KB-00017", "KB-00018", "KB-00019", "KB-00015"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify TCP/179 reachability to identify potential routing issues causing 504s. Check Redis eviction policies and TTL settings to address OOM and eviction issues. Investigate Kubernetes pod events and CrashLoopBackOff conditions for pod crashes. Review API gateway logs for upstream service timeouts and probe times.", "cited_artifacts": ["KB-00017", "KB-00018", "KB-00019", "KB-00016"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Identify the upstream service causing the 504 errors by filtering the API gateway access logs for 504s. Test the identified upstream service directly to isolate issues not within the gateway. Check Redis eviction policy and memory pressure, and ensure session keys in Spring Session have TTLs. For memory issues, consider increasing Redis memory or heap settings.", "cited_artifacts": ["KB-00017", "KB-00020", "KB-00018", "KB-00019"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify the Redis eviction policy is set to 'allkeys-lru'. Check Redis memory pressure metrics. If evictions are active, scale up Redis memory. If keys without TTL are filling memory, consider setting a Redis expiry policy for session keys. Check API Gateway access logs for upstream timeouts and test the upstream service directly. Review Kubernetes Pod crash logs and events to diagnose pod crashes. Consider rolling back the application deployment if the issue started 5 minutes ago.", "cited_artifacts": ["KB-00018", "KB-00016", "KB-00019", "KB-00015"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Check the Redis eviction policy and memory pressure. If eviction is active, scale up Redis memory. Review API Gateway and upstream service configurations for 504 errors. Verify TCP/179 reachability and BGP settings. Check for missing secrets or misconfigured secrets in the deployment process.", "cited_artifacts": ["KB-00016", "KB-00017", "KB-00020"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For OSPF adjacency issues, ensure MTU between the new router and existing routers are the same. For missing BGP routes, verify TCP/179 reachability and correct BGP state and configuration. Check for authentication mismatches and ensure BGP timers are correctly set. For example, if the BGP peer session is down, use 'debug ip bgp <peer-ip> events' to look for 'BGP notification: hold time expired' logs.", "cited_artifacts": ["KB-00001"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For OSPF adjacency issues, check MTU and BGP settings. For BGP route missing in OSPF, ensure AS and MD5 configurations match. Verify TCP/179 reachability and correct BGP timers.", "cited_artifacts": ["KB-00001", "KB-00002"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify TCP/179 reachability and correct BGP timers. Check for any AS or MD5 mismatches. Ensure OSPF MTU matches and correct authentication configuration. For DPD, ensure aggressive timers are set appropriately. Adjust firewall rules if necessary to allow necessary ports.", "cited_artifacts": ["KB-00001", "KB-00002"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Review OSPF neighbor configurations, ensure MTU mismatches are corrected, check for authentication issues, and verify BGP peer configurations including hold-timer settings. Ensure both OSPF and BGP are configured to use the same AS. Correct any AS mismatches or MD5 password errors.", "cited_artifacts": ["KB-00001"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Check TCP/179 reachability between routers. Ensure BGP timers are correctly configured. Verify OSPF authentication settings. If necessary, align MTUs and adjust AS numbers.", "cited_artifacts": ["KB-00001", "KB-00002"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the OSPF adjacency issue, check MTU consistency and ensure authentication settings match. For the BGP route missing issue, verify TCP/179 reachability and correct any AS or MD5 mismatches. Additionally, review BGP timers to ensure they are configured correctly.", "cited_artifacts": ["KB-00001", "KB-00002"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the OSPF adjacency issue, verify MTU matches between the new router and existing routers. For the BGP route issue, ensure TCP/179 reachability and check BGP timers. Correct any AS or MD5 mismatch configurations.", "cited_artifacts": ["KB-00002", "KB-00001"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Review OSPF adjacency and BGP configuration. Verify TCP/179 reachability for BGP sessions. Check BGP timers and correct any configuration mismatches. For OSPF, align MTU, area-type, and authentication settings.", "cited_artifacts": ["KB-00001", "KB-00002"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Identify the upstream service causing the 504 timeouts by checking the API gateway access logs and bypassing the gateway directly to test the upstream. For Redis memory pressure, check the eviction policy and memory usage, and set a TTL for session keys in Spring Session. Increase Redis memory if needed.", "cited_artifacts": ["KB-00018", "KB-00001", "KB-00019"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify TCP/179 reachability, check BGP timers, correct any AS or MD5 mismatches. For Redis, ensure eviction policy is set to 'allkeys-lru' and there are no keys without TTLs. For the API gateway, test the upstream service directly and adjust timeout configuration if necessary.", "cited_artifacts": ["KB-00001"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Check Redis eviction policy, ensure it's set to 'allkeys-lru'. Scale up Redis memory if needed. Verify TCP/179 reachability and BGP hold-time configuration. Restart the API gateway service to clear any cached timeouts.", "cited_artifacts": ["KB-00001", "KB-00016"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Review Redis eviction policy and check memory pressure. If evictions are active, consider scaling up Redis memory. Ensure no session keys lack TTL by setting a timeout. For immediate relief, clear evicted keys.", "cited_artifacts": ["KB-00001"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify TCP/179 reachability, check BGP timers, correct any AS or MD5 mismatches. Check Redis eviction policy and memory pressure. Identify keys without TTL in Redis. If Redis memory pressure is high, scale up Redis memory. Adjust Redis eviction policy if necessary.", "cited_artifacts": ["KB-00001"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Identify and test the Redis connections for TCP/179 reachability, then check BGP timers and validate AS and MD5 configurations. If issues persist, review Redis eviction policy and key TTLs.", "cited_artifacts": ["KB-00001"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify TCP/179 reachability, check BGP timers, correct any AS or MD5 mismatches. For the Redis issue, ensure eviction policy is set to 'allkeys-lru'. Monitor memory usage and key expiry. If eviction is not configured, set `spring.session.redis.cleanup-cron=0 * * * * *` to enable cleanup.", "cited_artifacts": ["KB-00001"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify TCP/179 reachability, check BGP timers, correct any AS or MD5 mismatches. For Redis eviction, ensure maxmemory-policy is set to 'allkeys-lru' and check for keys without TTL. Adjust Redis memory limits if necessary.", "cited_artifacts": ["KB-00017", "KB-00001", "KB-00019"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify TCP/179 reachability by pinging the BGP peer. Check BGP timers and ensure AS and MD5 passwords match. If not, adjust the timers or correct the passwords.", "cited_artifacts": ["KB-00001"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify TCP/179 reachability, check BGP timers, correct any AS or MD5 mismatches.", "cited_artifacts": ["KB-00001"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify TCP/179 reachability, check BGP timers, and ensure MD5 passwords match. If not, configure correct MD5 passwords or disable authentication.", "cited_artifacts": ["KB-00001"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify TCP/179 reachability, check BGP timers, correct any AS or MD5 mismatches.", "cited_artifacts": ["KB-00001"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify TCP/179 reachability, check BGP timers, correct any AS or MD5 mismatches. Ensure the peer AS number and password configuration match on both routers.", "cited_artifacts": ["KB-00001"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify TCP/179 reachability, check BGP timers, correct any AS or MD5 mismatches.", "cited_artifacts": ["KB-00001"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify TCP/179 reachability, check BGP timers, and correct any AS or MD5 mismatches. Ensure BGP hold-timer mismatch with `neighbor <ip> timers <keepalive> <hold>` or clear ACL blocking TCP/179.", "cited_artifacts": ["KB-00001"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify TCP/179 reachability, check BGP timers, correct any AS or MD5 mismatches.", "cited_artifacts": ["KB-00001"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Review Salesforce configuration for Kerberos ticket issues. Ensure the clock skew is within acceptable limits. Check Event ID 4771 for password-related errors.", "cited_artifacts": ["KB-00012"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Check Okta SCIM 2.0 configuration and verify the necessary attributes are mapped correctly. Ensure the SCIM connector base URL is correct and test the connection. Additionally, verify that the user attributes (e.g., email, givenName, familyName) are properly mapped in Okta.", "cited_artifacts": ["KB-00009"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Review Okta SCIM 2.0 configuration for the Salesforce integration. Check the attribute mappings and ensure they match Salesforce's required fields. Additionally, verify the SCIM endpoint is enabled in Salesforce's app settings. If issues persist, contact Salesforce support.", "cited_artifacts": ["KB-00009"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify Okta SCIM 2.0 provisioning configuration, check authentication and attribute mapping settings. Ensure the new employee's user details are correctly synced from Okta to Salesforce.", "cited_artifacts": ["KB-00009"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify that the Salesforce app in Okta is correctly configured for SCIM 2.0 and that the attribute mappings are set up properly. Check for any SCIM failures or errors in the Okta logs. Ensure that the Salesforce app allows updates to user profiles via SCIM. If issues persist, contact Salesforce support.", "cited_artifacts": ["KB-00009"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Review the Okta SCIM provisioning settings and ensure the attribute mapping is correct. Check for any errors during the provisioning process. If there are silent failures, retry the provisioning and verify the user's profile in Salesforce is being updated correctly.", "cited_artifacts": ["KB-00009"], "confidence": 0.8, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Review Okta SCIM 2.0 configuration for new employee Sarah Williams. Ensure the required SCIM attributes are correctly mapped (userName, givenName, familyName) and the SCIM connector is enabled in Okta. Test the connector to confirm it is working properly. Check for any 401, 404, or attribute mismatch issues. If needed, reconfigure the connector settings.", "cited_artifacts": ["KB-00009"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Contact IT Helpdesk to verify Okta SCIM 2.0 integration settings. Ensure the SCIM connector base URL, auth method, and test configuration are correct. Reach out to Salesforce support to confirm their SCIM endpoint is reachable and working properly.", "cited_artifacts": ["KB-00009"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify TCP/179 reachability between the branch office and the corporate network. Check BGP timers and validate the AS numbers match. Ensure MD5 passwords are configured correctly. For DNS, ensure the correct DNS server is being used and the zone delegation is properly set. For VPN, align the IKE proposal parameters and correct any NAT-T configuration. Update configuration on both ends and test connectivity.", "cited_artifacts": ["KB-00001", "KB-00003"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify TCP/179 reachability, check BGP timers, correct any AS or MD5 mismatches. For DNS, isolate DNS vs network, check forwarder chain, and flush DNS cache on client machines.", "cited_artifacts": ["KB-00001", "KB-00003"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify TCP/179 reachability between the branch office and the corporate network. Check BGP state and AS number configuration. Ensure MD5 passwords match. Resolve DNS resolution issues by verifying the correct DNS server is being used for internal names, and check forwarder chain connectivity. For the VPN tunnel, capture IKEv2 NOTIFY payloads to identify algorithm mismatches and adjust DPD timers. Enable NAT-T if necessary.", "cited_artifacts": ["KB-00001", "KB-00003"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify TCP/179 reachability, check BGP timers, correct any AS or MD5 mismatches. Confirm DNS server assignment on branch office clients. For VPN tunnel issues, capture IKEv2 NOTIFY payloads, verify Phase 1 and Phase 2 proposals, and adjust DPD timers if necessary.", "cited_artifacts": ["KB-00001", "KB-00003"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify TCP/179 reachability, check BGP timers, correct any AS or MD5 mismatches. Ensure DNS server assignment and correct configuration for corporate DNS resolution. For VPN tunnel issues, capture IKEv2 NOTIFY payload, align IKE proposals, and configure aggressive DPD timers. Enable NAT-T if necessary.", "cited_artifacts": ["KB-00001", "KB-00003"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify TCP/179 reachability for the BGP peers, check BGP hold timers, ensure MD5 passwords match, and configure DPD timers. For DNS resolution failures, check the forwarder chain and zone delegation issues. Ensure NAT-T is enabled on the branch office's routers if they are behind NAT.", "cited_artifacts": ["KB-00001", "KB-00003"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify TCP/179 reachability, check BGP timers, correct any AS or MD5 mismatches. For DNS resolution, isolate DNS vs network, check forwarder chain, and flush the DNS cache. For IKEv2 Phase 1, verify identical IKE proposals and NAT-T configuration. Correct any issues found.", "cited_artifacts": ["KB-00001", "KB-00003", "KB-00005"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify TCP/179 reachability for the VPN, check BGP timers and correct AS/MD5 mismatches, ensure DNS forwarder connectivity, and check for NAT-T issues for the branch office.", "cited_artifacts": ["KB-00001", "KB-00003"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Review the SAML 2.0 SSO configuration on both Okta and Jira. Ensure the SP Entity ID on Jira matches the Audience in Okta's metadata. Check the ACS URL and NameID format settings. If clock skew is suspected, verify the SAML Tracer extension is correctly configured and record the SAMLResponse for troubleshooting. If assertion attribute mismatches are identified, adjust the attribute mapping in the SAML metadata. If errors persist, escalate to the Jira and Okta administrators for further investigation.", "cited_artifacts": ["KB-00003", "KB-00010"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify SAML SSO configuration on both IdP (Okta) and SP (Jira) sides. Ensure Entity ID matches. Check clock skew by comparing IdP's NotBefore and NotOnOrAfter in SAML tracer. If mismatch, correct in SAML configuration. Check internal DNS resolution for corp.example.com and svc.example.com to ensure there are no zone delegation issues.", "cited_artifacts": ["KB-00003", "KB-00010"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Check the SAML configuration on both the IdP (Okta) and the SP (Jira). Ensure the Entity ID matches and that the ACS URL points to the correct SAML endpoint in Jira. If issues persist, verify the clock skew by checking the NotBefore and NotOnOrAfter values in the SAML response. If necessary, rotate the service account password in AD and update dependent services in order.", "cited_artifacts": ["KB-00010"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify that the JIRA service's SAML SSO configuration matches Okta's Entity ID. Check the SAML response for clock skew errors. If attribute mismatch, update the SAML attribute mappings in the JIRA IdP setup. Ensure that the SAML ACS URL in JIRA points to the correct Okta SSO URL.", "cited_artifacts": ["KB-00010"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Review and update the SAML configuration on both the Identity Provider (Okta) and the Service Provider (Jira). Verify the SP Entity ID matches Okta's Audience value. Check the ACS URL and SAML NameID format configuration. If necessary, consult the SAML Tracer extension to troubleshoot further. Ensure the internal DNS servers are correctly configured and that there are no forwarder chain issues. If the problem persists, consider the network team for additional diagnostics.", "cited_artifacts": ["KB-00003", "KB-00010"], "confidence": 0.75, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Examine Jira’s SAML SSO configuration to ensure the IdP Entity ID matches Jira's Audience claim. Verify that the SAML Response's NotBefore and NotOnOrAfter values are not expired. If issues persist, check for clock skew. Ensure the SAML ACS URL matches Jira's expected URL. Update the Service Account password according to the Service Account Password Rotation Procedure and update dependent services in the specified order. If the problem still persists, escalate the issue to the appropriate team.", "cited_artifacts": ["KB-00010", "KB-00012"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Review SAML SSO configuration settings on both the IdP (Okta) and SP (Jira). Ensure the Entity ID, ACS URL, and NameID format match exactly. Also, check for any clock skew issues by comparing NotBefore and NotOnOrAfter times in SAMLResponses. If configuration is correct, test the SSO flow directly from Jira to Okta using a proxy tool to capture and decode the SAMLResponse.", "cited_artifacts": ["KB-00003", "KB-00010"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Review and verify the SAML SP and IdP Entity IDs match. Check the IdP's SSO URL and SP's ACS URL are correctly configured. If issues persist, enable SAML Tracer for more detailed troubleshooting. If external certificate issues are suspected, renew the SAML certificate from KB-00014.", "cited_artifacts": ["KB-00010", "KB-00014"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Investigate DHCP pool exhaustion and high CRC errors on the switch. For DHCP, use KB-00006 for exhaustion and KB-00007 for CRC errors. Verify TCP/179 reachability and check BGP timers as per KB-00001. Correct any AS or MD5 mismatches.", "cited_artifacts": ["KB-00006", "KB-00007"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Check the DHCP pool exhaustion in IoT VLAN 60 by running `show ip dhcp pool CORP_WIFI | include Utilization` and verify the utilization. If it's >95%, clear the DHCP bindings with `clear ip dhcp binding *` to free up leases. Ensure the switch's CRC error rate is below 0.01% by running `show interface <int> | include CRC` and resolving any duplex mismatch issues. Adjust the OSPF timers for adjacency and ensure MTU compatibility between the IoT VLAN and the switch.", "cited_artifacts": ["KB-00006"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Investigate DHCP scope exhaustion by clearing stale DHCP bindings. Check for high CRC error rates on the switch interface. For DHCP, verify the DHCP scope exhaustion and clear any stale bindings. For the switch, ensure the interface is configured correctly and check for duplex mismatch. Additionally, align the MD5 authentication keys on both OSPF routers if there are any issues with adjacency.", "cited_artifacts": ["KB-00006", "KB-00007", "KB-00002"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Investigate the DHCP pool exhaustion on VLAN 60 and high interface errors on the switch. Check the DHCP scope utilization with `show ip dhcp pool` and clear stale leases if necessary. For interface errors, check for mismatched duplex settings using `show interface <int> | include duplex`. If duplex mismatch is found, set the speed and duplex on both sides to `speed 1000 / duplex full`. Verify the MTU settings on the interface and align them if necessary. Also, ensure there are no misconfigured IPsec IKEv2 parameters causing tunnel flapping.", "cited_artifacts": ["KB-00006", "KB-00007"], "confidence": 0.90, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Examine the DHCP pool exhaustion and interface errors. Investigate the DHCP pool utilization and perform the recommended immediate mitigation steps. For the high CRC error rate, check the physical layer and duplex settings on the switch. Correct any MTU and duplex mismatches. For the DHCP pool exhaustion, clear the stale DHCP bindings. Identify and handle any rogue DHCP servers or uncleanly deleted DHCP servers. Finally, investigate the OSPF adjacency failures, especially focusing on MTU and area-type mismatches.", "cited_artifacts": ["KB-00006", "KB-00007", "KB-00016"], "confidence": 0.90, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Investigate DHCP pool exhaustion and high interface errors. For DHCP pool exhaustion, clear the DHCP bindings to free up addresses. For interface errors, check for CRC errors and ensure correct duplex settings. Additionally, verify OSPF neighbor adjacency to address any stuck states. Clear OSPF adjacencies and check MTU settings if necessary.", "cited_artifacts": ["KB-00006", "KB-00007", "KB-00002"], "confidence": 0.90, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Check DHCP pool utilization and clear stale leases if >95%. Investigate and align IKE proposal parameters if DHCP pool exhaustion is not the cause. Verify and correct MTU settings on interfaces showing high interface errors. Debug OSPF neighbors to address stuck adjacency issues. Ensure proper configuration and authentication for OSPF, particularly if authentication parameters are mismatched.", "cited_artifacts": ["KB-00006", "KB-00005", "KB-00002"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the DHCP pool exhaustion, clear the DHCP bindings to force a reassignment: `clear ip dhcp binding *`. Identify and clear any stale leases using: `show ip dhcp binding | include Expiry` and `clear ip dhcp binding <specific-ip>` if necessary. For the interface errors on the switch, check the CRC error rate and ensure duplex settings match on both ends: `show interface <int> | include duplex`. If not, hard-set the speed and duplex: `speed 1000 / duplex full`. Address potential VLAN trunk issues by ensuring native VLANs are consistent on both ends.", "cited_artifacts": ["KB-00007", "KB-00006"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Check the built-in fingerprint reader on the Lenovo T16 laptops to ensure it is recognized as a FIDO2 authenticator. If it is not recognized, it could be a software issue or a driver problem. Update the BIOS and Windows drivers to the latest versions. If the problem persists, consult the Lenovo support documentation for the T16 series.", "cited_artifacts": ["KB-00012"], "confidence": 0.75, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Contact Lenovo support for hardware-specific issues related to FIDO2 support on Lenovo T16 laptops. Check if there's an update or patch available for the fingerprint reader driver. Ensure the system BIOS is up to date as well.", "cited_artifacts": [], "confidence": 0.7, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The issue with Lenovo T16 laptops not recognizing FIDO2 passkeys might be related to the FIDO2 support in the built-in fingerprint reader driver. Check for updated drivers on the Lenovo website or try enabling the FIDO2 option in the BIOS settings. Additionally, ensure that the fingerprint reader is properly configured in the Lenovo security settings. If the problem persists, consider reaching out to Lenovo support for further assistance.", "cited_artifacts": ["KB-00009"], "confidence": 0.75, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Review Lenovo T16 laptop configuration for FIDO2 support. Ensure the device is running the latest BIOS and drivers. Check the device's Windows Security settings to confirm FIDO2 is enabled and recognized. If not, update the device's Windows Security settings accordingly. If the issue persists, contact Lenovo support for further assistance.", "cited_artifacts": ["KB-00009", "KB-00012"], "confidence": 0.75, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The issue might be related to the built-in fingerprint reader not being recognized as a FIDO2 authenticator on new Lenovo T16 laptops. Check the touchID and FIDO2 settings in Windows Security > Fingerprint access > Fingerprint settings. Ensure that FIDO2 is selected and fingerprint scanning is enabled. If the fingerprint reader is not supported, consider using an external FIDO2 authenticator.", "cited_artifacts": ["KB-00009"], "confidence": 0.75, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The issue might be related to the FIDO2 support on Lenovo T16 laptops. Ensure that the FIDO2 driver is installed and up-to-date. Additionally, check the FIDO2 configuration in the Windows security settings. If the problem persists, contact Lenovo support for further assistance.", "cited_artifacts": ["KB-00012"], "confidence": 0.7, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Check if the Lenovo T16 laptops support FIDO2 or WebAuthn. Update the Windows Group Policy to include FIDO2 as an authentication method. If the laptops still cannot recognize the fingerprint reader as a FIDO2 authenticator, check the fingerprint driver for the laptop. Ensure that the fingerprint reader is properly configured and recognized by the system.", "cited_artifacts": ["KB-00009"], "confidence": 0.75, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The issue with Lenovo T16 laptops not being able to use FIDO2 passkeys may be related to the compatibility or configuration settings. Check the fingerprint reader driver on the laptops to ensure it is up-to-date and correctly installed. If the driver is missing or outdated, update it. Also, verify that the fingerprint reader is enabled and set as an authentication method in the device settings. If the problem persists, consult the Lenovo support documentation for additional troubleshooting steps.", "cited_artifacts": ["KB-00009"], "confidence": 0.75, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Check the duplex setting on GigabitEthernet0/1 of SW-FLOOR2-01. Use `show interface GigabitEthernet0/1 | include duplex` to verify if both sides are configured as full-duplex. If not, set them to full-duplex on both ends using `speed 1000 / duplex full`. Recheck the CRC error rate after making the change.", "cited_artifacts": ["KB-00007"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify the MTU between GigabitEthernet0/1 and the workstation. If mismatch, align MTUs. Check for duplex mismatch. If necessary, hard-set speed and duplex on both ends. For SFP, check Rx power. For copper, ensure cable length is within limits.", "cited_artifacts": ["KB-00007"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Check the duplex setting on the port. Verify that both the access switch and the workstation are configured for full-duplex operation. If the issue persists, isolate the port and verify the cable length. If the cable length is over 100 meters, replace it with a shorter cable. If the issue still persists, consider checking for physical layer issues such as SFP or copper cable problems.", "cited_artifacts": ["KB-00007"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Check the duplex setting on GigabitEthernet0/1. If one side is configured for half-duplex while the other is full-duplex, this can cause CRC errors. Use `show interface GigabitEthernet0/1 | include duplex` to identify the current configuration and configure both interfaces to be in the same mode (e.g., both half-duplex or both full-duplex). If the duplex setting is correct, check the MTU settings and cable length, as CRC errors can also occur due to these factors.", "cited_artifacts": ["KB-00007"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Check the duplex settings on GigabitEthernet0/1. Verify that both the access switch and the workstation are set to full-duplex. If not, set the workstation to full-duplex as well. Additionally, recheck the MTU settings between the switch and the workstation to ensure they are consistent. If necessary, align the MTUs by adjusting either the switch or the workstation settings. If the problem persists, consider checking for physical layer issues such as cable length or cable quality. Ensure that the VLAN settings on the trunk are correct. If the issue still exists, escalate the ticket to network operations for further investigation.", "cited_artifacts": ["KB-00007"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Check the duplex setting on GigabitEthernet0/1. Use the command `show interface GigabitEthernet0/1 | i Duplex` to determine if one side is set to full-duplex while the other is set to half-duplex or auto. If so, manually set the speed and duplex to full on both interfaces: `speed 1000 / duplex full`. If the issue persists, recheck the interface MTU and ensure OSPF is configured correctly. Refer to KB-00007 and KB-00002 for further troubleshooting.", "cited_artifacts": ["KB-00007", "KB-00002"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Check the duplex setting on the GigabitEthernet0/1 interface. If one side is set to full-duplex and the other to half-duplex, it can cause CRC errors. Use `show interface GigabitEthernet0/1 | include duplex` to verify. If mismatched, set both sides to the same duplex mode (e.g., `speed 1000 / duplex full`). Recheck the CRC error rate with `show interface GigabitEthernet0/1 | include CRC`.", "cited_artifacts": ["KB-00007"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Check the duplex setting on GigabitEthernet0/1. Use `show interface GigabitEthernet0/1 | include duplex` to verify. If one side is set to half-duplex and the other is full-duplex, this can cause CRC errors. Set both interfaces to full-duplex: `interface GigabitEthernet0/1; switchport mode trunk; duplex full; speed 1000; exit`.", "cited_artifacts": ["KB-00007"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Perform an nslookup test by directly targeting your internal DNS servers (10.10.1.53, 10.10.2.53) for corp-sharepoint.corp.example.com. If nslookup fails, check forwarder connectivity by running `dig @10.10.1.53 google.com +time=2`. If external resolution fails but internal succeeds, this indicates a DNS forwarder issue. Flush your DNS cache with `ipconfig /flushdns` on Windows or `service network restart` on Linux, then try nslookup again.", "cited_artifacts": ["KB-00003"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Perform nslookup tests targeting the corp DNS servers (10.10.1.53, 10.10.2.53) to isolate DNS vs network issues. If nslookup succeeds but the application fails to resolve the hostname, the client is likely using the wrong DNS server. Check forwarder connectivity by testing external names using dig command. If forwarder connectivity is blocked, resolve the issue with the ISP or network provider. Ensure the correct DNS server is assigned to the client.", "cited_artifacts": ["KB-00003"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The issue may be related to DNS resolution. Run `nslookup corp-sharepoint.corp.example.com` to check the DNS resolution. If the IP lookup fails, try resolving the IP directly: `nslookup 10.10.1.53 corp-sharepoint.corp.example.com` to verify connectivity to the internal DNS server. If external DNS resolution is failing, test it using `dig @10.10.1.53 google.com +time=2` to ensure forwarders are working correctly. If the external resolution fails, check the DNS server assignment on the client machine.", "cited_artifacts": ["KB-00003"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Run `nslookup corp-sharepoint.corp.example.com 10.10.1.53` to check DNS resolution from your corporate DNS server. If this fails, it may indicate a DNS issue. Otherwise, ensure network connectivity by pinging the IP address of the external server: `ping 8.8.8.8` and `ping corp-sharepoint.corp.example.com`.", "cited_artifacts": ["KB-00003"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Isolate the DNS issue by running `nslookup corp-sharepoint.corp.example.com 10.10.1.53` and `nslookup corp-sharepoint.corp.example.com 10.10.2.53` to check internal and external DNS resolution. If external resolution fails, ensure connectivity to the ISP resolvers. Check for any ACLs blocking TCP/179 on the router VRF. Verify BGP session state and configurations. If BGP issues are found, correct hold-time mismatch or clear any blocking ACLs.", "cited_artifacts": ["KB-00003", "KB-00001"], "confidence": 0.9, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Check the DNS settings on your laptop. Ensure it is using the corporate DNS servers (10.10.1.53, 10.10.2.53). If it's not, update the DNS server settings to point to the corporate DNS servers. Additionally, verify TCP/179 reachability between the corporate network and the router via ping from the router's VRF. If TCP reachability is confirmed, check the BGP state and configuration for any errors or mismatches.", "cited_artifacts": ["KB-00003", "KB-00001"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Perform an nslookup against the corp DNS servers to check if DNS resolution is failing. Confirm the issue is not a network problem. If DNS resolution fails, try flushing the DNS cache on the client machine: `ipconfig /flushdns` on Windows or `sysctl -w net.inet.tcp.tw_probes=0 && kill -SIGUSR1 $PPID` on macOS/Linux. If the problem persists, investigate BGP connectivity between the client and the DNS server.", "cited_artifacts": ["KB-00003", "KB-00001"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Run `nslookup corp-sharepoint.corp.example.com 10.10.1.53` to confirm the internal DNS is working correctly. If external resolution fails, check `dig @10.10.1.53 google.com +time=2` to see if there are network issues between the internal DNS server and the ISP's DNS servers. If both internal and external resolution fail, it might indicate a DNS server issue or split-DNS routing causing the queries to be sent to external resolvers. Flush the DNS cache on the client by running `ipconfig /flushdns` on Windows or `sudo ipcache flush` on Linux. If the issue persists, escalate the ticket.", "cited_artifacts": ["KB-00003"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Contact Aruba support for assistance with ClearPass NAC blocking new IoT devices as this seems to be an edge case not covered by the provided runbooks. Additionally, ensure that the device fingerprint and any policies associated with it are correctly configured in ClearPass. Check if the device is compliant with ClearPass' policies and consider creating a new policy for this device category if necessary. Reach out to Aruba ClearPass experts for further guidance.", "cited_artifacts": ["KB-00005", "KB-00008"], "confidence": 0.7, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The issue seems to be related to Active Directory authentication failures. Please check if the new Bosch wearable sensors require a specific domain account. Ensure that the account credentials are correct and not locked out. If necessary, unlock the account and reset the password. Additionally, verify that the account is not subject to a password expiry rule. Troubleshoot Kerberos ticket issues if the sensor uses Kerberos for authentication. If the problem persists, consider checking if the sensor's MAC address is present in the Active Directory. For further investigation, consult KB-00008 for detailed troubleshooting steps.", "cited_artifacts": ["KB-00008"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Review and align IKE proposals on both ClearPass NAC and the IoT devices. Ensure that the encryption (AES-256), PRF (SHA-256), DH group (14 or 19), and lifetime (86400s) settings are identical. If the issue persists, check for NAT-T configuration and enable it if necessary. Additionally, ensure that the device fingerprint is correctly registered in ClearPass.", "cited_artifacts": ["KB-00005"], "confidence": 0.8, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Check Aruba ClearPass NAC settings for any policy or configuration issues related to new IoT device categories. Ensure that the new wearable sensors from Bosch are included in the approved device list or create a new policy to allow access. If the device fingerprint is not present, you may need to upload the device fingerprint to ClearPass. Verify that there are no AS or MD5 mismatches in the ClearPass settings. If the problem persists, consult the runbook for additional troubleshooting steps.", "cited_artifacts": ["KB-00001", "KB-00005", "KB-00008", "KB-00006"], "confidence": 0.75, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Review and correct ClearPass NAC device fingerprinting and policies. Verify IKEv2 proposal settings and DPD timers to ensure compatibility and avoid flapping. Check and adjust DHCP scope settings if necessary to prevent exhaustion. Address any authentication issues in Active Directory if necessary.", "cited_artifacts": ["KB-00005", "KB-00008", "KB-00006"], "confidence": 0.8, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify that the new wearable sensors from Bosch are not being quarantined due to misconfigured IKE proposals. Check the IKE proposal settings on both ClearPass and the Aruba ClearPass NAC devices. Ensure that the encryption (AES-256), PRF (SHA-256), DH group (14 or 19), and lifetime (86400s) are aligned on both ends. If necessary, align these settings and reconfigure the IKE proposal. If the problem persists, escalate to the vendor or support team for further assistance.", "cited_artifacts": ["KB-00005"], "confidence": 0.80, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify that the device fingerprint for the new Bosch wearable sensor matches any of the configured known good device fingerprints in Aruba ClearPass NAC. If the fingerprint is not recognized, it may be necessary to add a new device category in ClearPass and configure appropriate policies. Ensure that the AD authentication is working correctly by checking lockout status, password expiry, and Kerberos ticket issues. For the DHCP exhaustion issue, ensure that the DHCP pool settings are adequate and that the DHCP scope is not exhausting. If the DHCP scope is full, consider extending the scope, reducing the lease time, or adding a secondary pool. If issues persist, escalate to network operations for further investigation.", "cited_artifacts": ["KB-00005", "KB-00008", "KB-00006"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Review the ClearPass configuration for any policies or device categories that might be preventing the new Bosch wearable sensors from being added. Ensure that the device fingerprint is correctly registered in ClearPass. If there are policies blocking the new device class, modify or remove them. If the problem persists, check the Aruba ClearPass logs for any related error messages. Ensure that there are no misconfigurations in the ClearPass policies that could be causing the quarantine. Check for any AS or MD5 mismatches and correct them as needed.", "cited_artifacts": ["KB-00005", "KB-00008", "KB-00006"], "confidence": 0.75, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Review DHCP scope utilization for VLAN 40. Use `show ip dhcp pool` to check utilization. If it's above 95%, clear stale DHCP bindings with `clear ip dhcp binding *`. Identify and clear any specific stale entries with `clear ip dhcp binding <specific-ip>`. Ensure DHCP snooping is enabled to prevent rogue DHCP servers. If necessary, expand the DHCP scope or reduce the lease time.", "cited_artifacts": ["KB-00006"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify DHCP scopes on floor 4 switches. Clear stale DHCP bindings and check for any rogue DHCP servers. If necessary, adjust lease times or expand DHCP scopes. Ensure no rogue devices are using DHCP inappropriately. If the issue persists, investigate for potential BGP configuration issues.", "cited_artifacts": ["KB-00006"], "confidence": 0.8, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Review DHCP scope exhaustion on VLAN 40. Use the `show ip dhcp pool` command to confirm utilization. If utilization is above 95%, follow the emergency recovery steps in KB-00006. Clear IP DHCP bindings for expired leases and check for any stale entries using the `show ip dhcp binding | include Expiry` command. If necessary, expand the DHCP scope or reduce lease times to prevent exhaustion.", "cited_artifacts": ["KB-00006"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Check DHCP scope exhaustion on VLAN 40. Run `show ip dhcp pool` to confirm utilization. If utilization is >95%, clear DHCP bindings using `clear ip dhcp binding *` to force clients to renew their leases. Identify and clear stale leases with `show ip dhcp binding | include Expiry` and cross-reference with ARP table. Ensure DHCP snooping is enabled to prevent rogue DHCP servers from consuming addresses.", "cited_artifacts": ["KB-00006"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Review the DHCP scope on the network switch for floor 4. Check the utilization and ensure there are no issues causing exhaustion. If necessary, implement the immediate mitigation steps such as clearing stale DHCP bindings. Additionally, check the configuration of the DHCP server to ensure it's not incorrectly configured to assign APIPA addresses. Verify that the DHCP server is properly configured to allocate addresses from the correct subnet (10.40.0.0/24). If the issue persists, escalate the ticket to the network team for further investigation.", "cited_artifacts": ["KB-00006"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify if the DHCP scope on VLAN 40 is exhausted. Run `show ip dhcp pool VLAN40` to check utilization. If utilization is >95%, clear stale DHCP bindings using `clear ip dhcp binding *` command. This should resolve the issue with users getting APIPA addresses. If the scope is full, consider expanding the scope or enabling DHCP snooping to prevent address exhaustion.", "cited_artifacts": ["KB-00006"], "confidence": 0.90, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Check DHCP scope exhaustion on the 10.40.0.0/24 VLAN. Use the command `show ip dhcp pool` to confirm utilization. If utilization is >95%, clear stale leases with `clear ip dhcp binding *` or `clear ip dhcp binding <specific-ip>` to allow clients to renew addresses. Additionally, consider expanding the DHCP scope or reducing the lease time to prevent exhaustion.", "cited_artifacts": ["KB-00006"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The issue with users on floor 4 getting APIPA addresses could be due to a DHCP scope exhaustion. Run the following commands to address the problem: `show ip dhcp pool` to confirm utilization. If >95%, proceed with `clear ip dhcp binding *` to force all clients to renew their leases. Additionally, check for and clear any stale leases using `show ip dhcp binding | include Expiry` and `show ip arp | include 10.40.0.0` to identify and remove orphaned entries. If necessary, expand the DHCP scope or reduce the lease time.", "cited_artifacts": ["KB-00006"], "confidence": 0.9, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the OOM crashes and DB pool exhaustion issues, review the logs from the user-profile and orders-service pods. Use the steps outlined in KB-00017 to identify and address memory leaks. For the connection pool exhaustion, follow the steps in KB-00000 to find and close any long-running queries or unclosed ResultSets. To proceed with the rollback and DB migration, ensure that the new v5.0.0 deployment did not inadvertently apply the schema migration. Refer to KB-00020 for the rollback procedure, and check the corresponding rollback migration scripts in the `/db/migrations/` directory. Finally, verify the rollback was successful by checking the database activity and connection pool metrics. If the rollback is safe, apply it; otherwise, contact the database administrator for further assistance.", "cited_artifacts": ["KB-00017", "KB-00020"], "confidence": 0.90, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the OOM crashes in the user-profile service and orders-service DB connections exhaustion, start by checking the JVM heap dumps. Verify that the automatic heap dump is enabled and capture one when the crash occurs. Review the heap dump with Eclipse MAT to identify any String internation or cache bloat issues. For the rollback concern, since v5.0.0 includes a DB schema migration, first check if there is a corresponding rollback migration script in the `/db/migrations/` directory. If no rollback is found, it is safer to proceed with caution, as manual intervention may be required to reverse the changes. Monitor the connection pool exhaustion in the application logs and check the database side with SQL queries. Restart the application service to flush the connection pool. If the issue persists, escalate the ticket for further investigation.", "cited_artifacts": ["KB-00015", "KB-00020"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the OOM crashes and DB pool exhaustion, follow these steps: For OOM crashes, enable automatic heap dump on OOM as described in KB-00015. Increase or fix the memory limit in your Kubernetes deployment if the `resources.limits.memory` is too low. For DB pool exhaustion, confirm the connection pool saturation by checking the Prometheus/Grafana metric `hikaricp_connections_active`. If the pool is saturated, check for long-running queries or unclosed ResultSets in the application thread dump. To recover, restart the application service to flush the connection pool. For the rollback concern, since v5.0.0 included a DB migration, you need to determine if the rollback is safe by reviewing the `/db/migrations/` directory for a corresponding `V<n>__down migration file`. If available, manually execute the downgrade migration. If the rollback is not safe, a new DB migration will be required to correct the issues.", "cited_artifacts": ["KB-00015", "KB-00016", "KB-00020"], "confidence": 0.9, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the OOM crashes, set the JVM flags for automatic heap dump and enable `ExitOnOutOfMemoryError`. For the orders-service DB connections exhaustion, check Prometheus/Grafana for the connection pool status and find any long-running queries. For the DB migration rollback, review the migrations directory for a corresponding down migration script. Confirm there are no active user profiles with large byte[] or char[] arrays causing string internation issues. If there are any common failures in SCIM provisioning, ensure the required attributes are correctly mapped. After addressing the issues, roll back the deployment if the rollback is safe based on the migration scripts, and verify the rollback process. Monitor the service health post-deployment.", "cited_artifacts": ["KB-00015", "KB-00009", "KB-00020", "KB-00017", "KB-00016"], "confidence": 0.90, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the OOM crashes, verify that the JVM heap dump settings are enabled and correct. Analyze the heap dump using Eclipse MAT to identify large byte or char arrays. For the DB connections exhaustion, check Prometheus metrics for the connection pool status and find idle connections. Restart the application service to flush the connection pool. For the rollback concern, follow the procedure outlined in KB-00017 for Kubernetes/Helm rollback, and use KB-00016 to diagnose and recover from DB connection pool exhaustion. Ensure the database migration rollback is handled properly as described in KB-00020. Contact the database administrator if the rollback is needed to avoid data loss or corruption.", "cited_artifacts": ["KB-00015", "KB-00016", "KB-00017", "KB-00020"], "confidence": 0.95, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the OOM crashes, verify the JVM heap settings and heap dump on the OOM process. Adjust the heap size if necessary. For the DB pool exhaustion, identify the threads holding onto connections by examining the thread dumps. Check the database side using SQL queries to understand the state of the connections. To rollback safely, ensure no conflicting migration scripts were included in the v5.0.0 release and verify that the rollback script is compatible with the current schema. For the rollback, use the Kubernetes/Helm rollback method (`helm rollback <release-name> 0` for Helm deployments or `kubectl rollout undo deployment/<name>` for non-Helm deployments). After rollback, check the health of the services and DB connections.", "cited_artifacts": ["KB-00009", "KB-00015", "KB-00017", "KB-00020"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the OOM crashes, enable automatic heap dump on OOM with the provided JVM flags to capture heap dumps. Analyze the heap dumps using Eclipse MAT to identify the large byte[] or char[] arrays, which usually indicate String interning or cache bloat. For the DB connections exhausted issue, confirm pool exhaustion by checking Prometheus/Grafana metrics and confirm the pool is saturated. Find connection holders in the thread dumps and investigate long-running queries or unclosed ResultSets on the database side. To rollback, follow the Kubernetes/Helm rollback procedure if the deployment used Helm, or the VM-based rollback procedure if it's a legacy deployment. Ensure that the DB migration is rolled back by checking the corresponding 'down' migration scripts if available. Once the issues are resolved, monitor the system and services to ensure they are stable.", "cited_artifacts": ["KB-00015", "KB-00016", "KB-00020"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the OOM crashes, verify TCP/179 reachability and check BGP timers. For the DB pool exhaustion, immediately restart the application service to flush the connection pool. As for the rollback and DB migration, since a new migration was included in the v5.0.0 release, you should first confirm if a corresponding `V<n>__down` migration script exists in the `/db/migrations/` directory. If such a script is found, you can proceed with the rollback process. Ensure to monitor the application and database health post-rollback, and consider checking the SCIM 2.0 provisioning setup if there were issues with user lifecycle synchronization post-deployment.", "cited_artifacts": ["KB-00015", "KB-00009", "KB-00020", "KB-00017", "KB-00016"], "confidence": 0.9, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Examine the MTU settings on the interfaces connecting dist-01 and dist-02. Ensure they match for OSPF to proceed. If the MTUs are different, disable OSPF MTU checking on both interfaces using `ip ospf mtu-ignore`. Check for authentication issues by using `debug ip ospf adj` to look for 'Invalid authentication' messages. Investigate if there are any area-type mismatches using `show ip ospf` and ensure both routers agree on the stub/nssa flags.", "cited_artifacts": ["KB-00002"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Check the MTU settings on the interfaces connecting dist-01 and dist-02. Ensure they match or consider using the `ip ospf mtu-ignore` command to ignore the MTU differences. Verify that the OSPF area types are consistent between the routers. Check for any authentication issues by enabling debugging with `debug ip ospf adj` and looking for 'Invalid authentication' messages. If the issue persists, consider the possibility of other OSPF configuration mismatches or issues like interface down time during the maintenance window that may have affected the OSPF adjacency.", "cited_artifacts": ["KB-00002"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For OSPF adjacency stuck in EXSTART, check the MTU settings on both routers. Ensure the physical MTU values and OSPF MTU-ignore commands are aligned on interfaces jumbo frames were introduced on dist-01. If the MTU settings are already correct, verify there are no area-type mismatches or authentication issues. Use `show ip ospf neighbor` to identify stuck states and debug tools to inspect OSPF adjacency details.", "cited_artifacts": ["KB-00002"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Verify that the MTU mismatch is not causing the EXSTART state between the routers. Check the MTU settings on interfaces dist-01 and dist-02. If MTUs differ, set `ip ospf mtu-ignore` on both interfaces to ignore the MTU during OSPF communication. Ensure the OSPF area types are consistent between the two routers. If authentication is enabled, check for MD5 key mismatches. Use `debug ip ospf adj` to monitor the adjacency and look for authentication issues.", "cited_artifacts": ["KB-00002"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For OSPF adjacency stuck in EXSTART, check the MTU of the interfaces on both routers. Since interface MTU was changed during a maintenance window, ensure it matches the MTU of the other router. Additionally, verify that authentication settings, such as MD5 keys, are consistent on both routers. If these steps do not resolve the issue, consider aligning the area types or checking the OSPF configuration for any area-type mismatch.", "cited_artifacts": ["KB-00002"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For OSPF adjacency stuck in EXSTART between dist-01 and dist-02, the most common cause is a mismatch in MTU sizes between the interfaces of the two routers. Ensure that the MTU sizes are the same on both routers. If this is not the case, you can try using the `ip ospf mtu-ignore` command on both interfaces to ignore the MTU settings temporarily to see if it resolves the issue. If the MTU sizes are correct, check for any authentication issues, such as MD5 key mismatches, by using `debug ip ospf adj` and looking for 'Invalid authentication' messages. Additionally, verify that the OSPF areas are configured correctly between the two routers.", "cited_artifacts": ["KB-00002"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The issue with OSPF neighbors being stuck in EXSTART state is likely due to an MTU mismatch between the two routers. Check the MTU settings on both dist-01 and dist-02 interfaces. Ensure that the physical MTU matches and that the MTU on both routers is the same. If changing the MTU setting is not an option, you can use the `ip ospf mtu-ignore` command on both interfaces to ignore MTU mismatches. Additionally, ensure that there are no authentication issues causing the neighbors to drop hellos. Use `debug ip ospf adj` to check for any invalid authentication messages.", "cited_artifacts": ["KB-00002"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For OSPF adjacency stuck in EXSTART between dist-01 and dist-02, check and align the MTU settings on both routers. Ensure the subnets are on the same network and the hello/dead intervals match. If MTU settings differ, set `ip ospf mtu-ignore` on both interfaces. If area-type mismatch is suspected, verify the area flags in `show ip ospf area <id>` output for both routers. Check for MD5 authentication mismatches using `debug ip ospf adj` to ensure MD5 keys are aligned. If MTU settings do not resolve the issue, there may be a mismatch between the routers' OSPF configurations for stub/nssa areas, which needs to be corrected by ensuring both routers agree on the correct area flags.", "cited_artifacts": ["KB-00002"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The analytics-service is experiencing OOM crashes due to excessive memory consumption, likely caused by the newly added ML model feature that pre-loads embeddings. To resolve this, we need to analyze the heap dumps generated during the OOM crashes. Enable automatic heap dump on OOM by adding the following JVM flags:\n\n-XX:+HeapDumpOnOutOfMemoryError -XX:HeapDumpPath=/var/log/heapdumps/\n-XX:+ExitOnOutOfMemoryError\n\nCapture the heap dump on the running process using the following command:\n\njmap -dump:format=b,file=/tmp/heap_$(date +%s).hprof <pid>\n\nUse Eclipse MAT to analyze the heap dump. Common causes of heap exhaustion include unbounded caches like Guava Cache or Caffeine without `maximumSize` configured. Additionally, check for large byte[] or char[] arrays in the dominator tree, which indicate String interning or cache bloat. To diagnose further, review the application thread dumps generated by killing the process with `kill -3 <pid>`. Look for threads in `RUNNABLE` or `WAITING` state with JDBC/database stack frames. Address any long-running queries or unclosed ResultSets. Ensure that the Kubernetes pod is not crashing due to liveness probe issues. Check the pod events using `kubectl describe pod <pod> --show-filters=true` to identify any error messages related to OOM or missing secrets. Adjust the resource limits in the Kubernetes deployment YAML if necessary to avoid OOMKilled issues. Finally, monitor the heap usage and connection pool metrics using Prometheus/Grafana and PostgreSQL/MYSQL commands to ensure the service is not being degraded by high connection counts. Adjust the configuration as needed to prevent the service from crashing due to memory exhaustion and connection pool exhaustion.", "cited_artifacts": ["KB-00015", "KB-00016"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The analytics-service intermittently OOM crashing can be investigated by enabling automatic heap dump on OOM and capturing heap dumps. This will help analyze the large arrays under ModelCacheManager. Ensure the memory limits for the service are set correctly and review the heap dump for memory leaks or excessive use of byte arrays. Additionally, check the environment variables and secrets in the Kubernetes deployment to confirm they are correctly defined. Investigate the liveness probe configuration to ensure it does not cause the service to crash prematurely. Address any identified memory issues and reconfigure the service appropriately. If the issue persists, it may be beneficial to increase the heap size or implement a more robust caching mechanism.", "cited_artifacts": ["KB-00015", "KB-00017"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The issue with analytics-service intermittently OOM crashing every 4-6 hours can be resolved by increasing the JVM heap size. Add the following JVM flags to the analytics-service startup configuration:\n-XX:+HeapDumpOnOutOfMemoryError -XX:HeapDumpPath=/var/log/heapdumps/\n-XX:+ExitOnOutOfMemoryError\n-XX:+UseG1GC\n-XX:MaxHeapSize=4G\n-XX:InitiatingHeapOccupancyPercent=30\nAlso, ensure the heap dump is captured and analyzed using Eclipse MAT to identify the large arrays under ModelCacheManager. This should help in reducing the heap exhaustion and preventing OOM crashes. Monitor the heap size and adjust the settings as needed.\n\nAdditionally, for the new ML model feature that pre-loads embeddings, review the cache configurations (e.g., Guava Cache, Caffeine) and ensure that they have proper maximumSize settings to prevent bloat in the ModelCacheManager.\n\nFor any underlying database connection pool exhaustion, ensure that the pool size is appropriately configured and monitor the Prometheus metrics for the database connections. If necessary, adjust the pool size and configuration.\n\nLastly, for Kubernetes pod crashes, verify the last crash logs and check the Events section for more details. Correct any configuration or resource limits that might be causing the pod to crash and retry the application service to flush the pool if needed.\n\nTo prevent future occurrences, set up automated monitoring and alerting for OOM crashes and connection pool exhaustion to proactively handle these issues.", "cited_artifacts": ["KB-00015", "KB-00016", "KB-00017"], "confidence": 0.9, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The analytics-service intermittently OOM crashing can be resolved by enabling automatic heap dump on OOM and configuring a larger heap size in the JVM. Additionally, ensure that the JVM heap configuration aligns with the size of the arrays causing the issue in ModelCacheManager. Here are the steps:

1. **Enable Automatic Heap Dump on OOM**: Add JVM flags `-XX:+HeapDumpOnOutOfMemoryError -XX:HeapDumpPath=/var/log/heapdumps/` to generate heap dumps automatically when an OOM error occurs.

2. **Increase JVM Heap Size**: Update the `-Xmx` and `-Xms` JVM flags to a higher value than the current settings to avoid frequent OOM errors. For example, `-Xmx2g -Xms2g`.

3. **Prevent Zombie State**: Add `-XX:+ExitOnOutOfMemoryError` to force the JVM to exit when an OOM error occurs, avoiding a zombie state.

4. **Capture Heap Dump on Running Process**: Use `jmap` to capture heap dumps on the running analytics-service process: `jmap -dump:format=b,file=/tmp/heap_$(date +%s).hprof <pid>`. This will help in analyzing the heap dump with Eclipse MAT to identify the large byte[] or char[] arrays causing the issue.

5. **Analyze with Eclipse MAT**: Open the heap dump in Eclipse MAT and run the 'Leak Suspects' report. Focus on the 'Problem Suspect' with the largest retained heap. Drill into the dominator tree to find out where the large arrays are created and if they are part of a larger issue like String interning or cache bloat.

6. **Optimize Large Arrays**: If the issue is due to large arrays in ModelCacheManager, consider optimizing the caching mechanism to limit the size of the arrays or use a different caching strategy that doesn't create such large arrays.

7. **Review and Adjust Configuration**: After making changes, review the application logs and metrics (heap dumps, JMX metrics, Prometheus/Grafana) to ensure that the new configuration is working as expected. Monitor the application's performance and resource usage to ensure that the service can handle the increased heap size and larger arrays.

By following these steps, you should be able to reduce the frequency of OOM crashes in the analytics-service and improve the overall stability of the service.", "cited_artifacts": ["KB


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The issue with analytics-service intermittently OOM crashing can be resolved by increasing the JVM heap size and optimizing the ModelCacheManager. Enable automatic heap dump on OOM as described in KB-00015. To do this, add the following JVM flags: `-Xms1g -Xmx1g -XX:+HeapDumpOnOutOfMemoryError -XX:HeapDumpPath=/var/log/heapdumps/ -XX:+ExitOnOutOfMemoryError`. Additionally, configure the ModelCacheManager to use a bounded cache, for example, using Guava Cache with a maximum size. Analyze heap dumps with Eclipse MAT to identify large byte[] or char[] arrays in the ModelCacheManager and optimize them. Ensure that there are no long-running queries or unclosed ResultSets that could be holding onto database connections, as described in KB-00016. Finally, check Kubernetes logs for any issues such as OOMKilled or missing secrets, as described in KB-00017. Restart the service to apply the changes and monitor the heap usage and connection pool status.", "cited_artifacts": ["KB-00001", "KB-00015", "KB-00016", "KB-00017"], "confidence": 0.9, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The intermittent OutOfMemoryError in the analytics-service might be due to excessive allocation of large arrays in ModelCacheManager. Ensure that the maximum size is configured for any in-memory caches like Guava Cache or Caffeine. Additionally, analyze heap dumps to identify problematic objects. To prevent the service from restarting due to OOM, enable automatic heap dump collection and add JVM flags `-XX:+HeapDumpOnOutOfMemoryError -XX:HeapDumpPath=/var/log/heapdumps/` with `-XX:+ExitOnOutOfMemoryError` to force a clean restart. Monitor the connection pool in the database and ensure it is not being exhausted, as this could lead to pods crashing. Check Kubernetes pod logs for any errors related to resource limits or configuration issues. Adjust resources limits and ensure proper configuration of liveness probes. Restart the analytics-service service to apply changes.", "cited_artifacts": ["KB-00015", "KB-00017"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The analytics-service OOM crashes appear to be related to the newly added ML model feature that pre-loads embeddings. The large arrays under ModelCacheManager in heap dumps suggest issues with memory allocation and caching. Enable automatic heap dump on OOM as described in KB-00015 and capture the heap dump for analysis. Common causes of OOM in this scenario include unbounded caches like Guava Cache or Caffeine without `maximumSize` configured. Analyze the heap dump with Eclipse MAT to identify the largest retained heap and the problematic byte[] or char[] arrays. Fix the issue by configuring a maximum size for the cache, or by optimizing the cache to reduce the number of entries. Additionally, ensure that the JVM is configured to handle large heaps, possibly by increasing the heap size. Check the database side for connection pool exhaustion and handle accordingly, as described in KB-00016. Monitor the application's logs and database metrics to ensure that the issue is resolved and prevent future occurrences. Restart the application service to flush the connection pool and monitor that connections are being released properly. Restart the service to apply changes and clean up resources if necessary.", "cited_artifacts": ["KB-00015", "KB-00016"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The analytics-service intermittently crashing with OOMKilled might be due to a large allocation of memory by the ModelCacheManager. To address this, verify that the heap dump on OOM is enabled and the heap dump path is correctly set. Use `jmap -dump:format=b,file=/tmp/heap_$(date +%s).hprof <pid>` to capture the heap dump when the OOM occurs. Analyze the heap dump with Eclipse MAT to identify large byte[] or char[] arrays which indicate potential issues with string interning or cache bloat. Ensure that the ModelCacheManager configuration is optimized to avoid large memory usage. Additionally, check for unbounded caches like Guava Cache or Caffeine without proper maximumSize settings. Update the JVM configuration to include `-XX:+HeapDumpOnOutOfMemoryError -XX:HeapDumpPath=/var/log/heapdumps/ -XX:+ExitOnOutOfMemoryError` to force a clean restart after an OOM event. Review the logs for any error messages or stack traces that might indicate the root cause. Monitor the heap usage and connections in the database and Kubernetes pod to ensure they are within acceptable limits. If the issue persists, consider increasing the memory limits for the application service and the Kubernetes pod.", "cited_artifacts": ["KB-00015"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "It appears that the new deployment of notification-service v1.5.2 resulted in pods being in a CrashLoopBackOff state. To diagnose and resolve this issue, follow these steps:

1. Use `kubectl logs <pod> --previous` to retrieve the logs from the previous container run, which often provides more detailed information about what went wrong.

2. Check the `Events` section in `kubectl describe pod <pod>` to look for common messages such as 'OOMKilled', 'Error', 'CreateContainerConfigError', and 'CreateContainerConfigError'. These can indicate a memory issue, missing secrets, misconfigured environment variables, or bad ConfigMap injection.

3. If an OOMKilled error is found, increase the memory limit for the pod in the deployment or address any memory leaks in the application.

4. Ensure that the required SCIM attributes are correctly mapped and that there are no 404 errors on the SCIM endpoint in the target application.

5. Review the application's logs and configurations to ensure that there are no misconfigurations that could lead to a crash loop.

6. To prevent future incidents, consider implementing liveness probes with shorter intervals to catch issues early.

7. Verify that the API tokens are correctly managed and rotated to prevent unauthorized access.

By following these steps, you should be able to diagnose and resolve the issue with the notification-service pods in the CrashLoopBackOff state.

For further assistance, refer to KB-00017 for Kubernetes/CrashLoopBackOff diagnosis and KB-00009 for Okta SCIM 2.0 provisioning troubleshooting.", "cited_artifacts": ["KB-00017", "KB-00009"], "confidence": 0.9, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "It appears that the notification-service pods are experiencing a CrashLoopBackOff after the new deployment. The recommended steps to diagnose this issue are as follows:

1. First, gather the last crash logs by running `kubectl logs <pod> --previous`. This will provide the logs from the previous container run, which is often more detailed and can help identify the root cause.

2. Next, check the events associated with the pod to identify any common messages such as 'OOMKilled' (memory limit hit), 'Error' (non-zero exit), 'CreateContainerConfigError' (bad env var or secret reference), or 'CreateContainerConfigError' (bad container image).

3. Common root causes for CrashLoopBackOff include low memory limits, missing secrets, configuration errors, or liveness probes that are too aggressive. Review the resources limits in the pod definition, check for any missing secrets or environment variables, and ensure that the liveness probe is not set to be too aggressive.

4. If memory is the issue, you may need to increase the memory limit for the pods. If it's a configuration error, correct the YAML or ConfigMap. If the liveness probe is too aggressive, adjust the interval or timeout for the probe.

5. To ensure the issue does not reoccur, make sure to check the new deployment for any changes in the configuration or settings that might have introduced the problem. Verify that all the required attributes are correctly mapped in the SCIM setup if applicable.

6. Monitor the system and pods post-deployment to ensure they are healthy and functioning as expected.

Make sure to apply the necessary changes and then wait a few minutes to see if the pods come back up. If the issue persists, further investigation may be required, such as comparing the staging environment with the production environment to identify any differences in configurations or settings.", "cited_artifacts": ["KB-00017"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The notification-service pods are experiencing a CrashLoopBackOff issue after a new deployment. To diagnose, follow these steps:

1. Check the last crash logs for the pod by using `kubectl logs <pod> --previous`. This will show logs from the previous container run, not the current one which might be in the backoff state. The current run's logs are often empty if the container crashes within 1 second.

2. Use `kubectl describe pod <pod>` to view the Events section. Common messages include 'OOMKilled' (memory limit hit), 'Error' (container exited with non-zero status), 'CreateContainerConfigError' (issues with environment variables or secrets), and 'CreateContainerError' (problems with the container definition).

3. Identify the root cause of the issue based on the Events:
   - If the container is OOMKilled, increase the memory limits for the pod.
   - Ensure there is no missing secret in the pod's namespace.
   - Check for configuration errors in the pod's deployment YAML.
   - Verify that the liveness probe is not set too aggressively.

4. Once the root cause is identified, correct the issue and redeploy the notification-service pods.

5. Monitor the pods to ensure they are running without issues. If the problem persists, consider rolling back the deployment using the rollback procedure in KB-00020.

6. If the issue is related to configuration, make sure the required SCIM attributes (userName, name.givenName, name.familyName) are correctly mapped in the SCIM integration setup in KB-00013.

7. If the problem is related to API tokens, ensure they are rotated following the zero-downtime rotation pattern described in KB-00013.

8. Verify the database migration rollback if necessary, and make sure it's working correctly by checking the `/db/migrations/` directory.

9. Finally, if the issue persists, review the Kubernetes documentation and community forums for additional insights.

Make sure to increase the resources and checks to avoid memory or other resource issues, and ensure all configuration files are correct.", "cited_artifacts": ["KB-00017", "KB-00020", "KB-00013"], "confidence": 0.9, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The pods are crashing in a CrashLoopBackOff state after the deployment of notification-service v1.5.2. First, let's gather the crash logs for the problematic pods to understand the root cause. Use the command `kubectl logs <pod> --previous` to retrieve the logs from the previous container run. This can be done for each of the two pods that are crashing. Additionally, check the events for these pods using `kubectl describe pod <pod>` to see if any error messages are present. Common messages include 'OOMKilled' for memory issues, 'Error' for non-zero exit statuses, and 'CreateContainerConfigError' for configuration errors. If the issue is related to memory, increase the limits specified in the deployment YAML for the notification-service. Ensure that all required configuration files and secrets are correctly referenced in the deployment. Finally, verify the liveness probe configuration to make sure it is not set too aggressively. Address any detected issues and redeploy the notification-service. Monitor the status of the pods after the deployment to ensure they are now stable and running without crashes.", "cited_artifacts": ["KB-00017"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "To diagnose the issue with the notification-service pods crashing, follow these steps:

1. **Check the last crash logs**: Use the command `kubectl logs <pod> --previous` to get logs from the previous container run. This is often where you'll find the actual error log.

2. **Inspect events**: Use `kubectl describe pod <pod>` to look at the Events section. Common messages include 'OOMKilled' (memory limit hit), 'Error' (non-zero exit), and 'CreateContainerConfigError' (bad environment variables or secret references).

3. **Common root causes**:
   - **OOMKilled**: Ensure that the memory limit for the container is sufficient. If necessary, increase the limits or resolve any memory leaks.
   - **Missing secret**: Verify that the required secret exists in the correct namespace and that it's referenced correctly in the deployment configuration.
   - **Config error**: Check the deployment YAML for any misconfigurations in the ConfigMap or environment variables.
   - **Liveness probe too aggressive**: If the liveness probe is failing before the application starts, consider adjusting the liveness probe interval or threshold.

4. **Verify the deployment**: If the issue persists, you may want to rollback the deployment to a previous revision. For Kubernetes deployments, you can use `helm rollback <release-name> 0` or `kubectl rollout undo deployment/<name>`.

5. **Check events and logs for any misconfigurations**: Ensure that all required attributes are correctly mapped in the SCIM 2.0 provisioning setup, especially the `userName` attribute mapping, which should map to the email address.

6. **Monitor the application**: After resolving the immediate issues, monitor the pods and pods' statuses to ensure they are stable. Verify that the application is functioning correctly with both new and old API tokens or SCIM provisioned users.

7. **Document and communicate**: Document the steps taken and the outcomes of the troubleshooting process. Communicate with the team to ensure that the deployment issues are resolved and that there are no ongoing issues that require further action.

To resolve the issue with the notification-service pods crashing, ensure that you have the latest logs and events to diagnose and correct the root cause. If the issue persists, consider reaching out to the team for further assistance.", "cited_artifacts": ["KB-00017", "KB-00009"], "confidence":