Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The svc-backup-prod service account's password has expired as part of the 90-day security policy. To resolve this, update the password in the CyberArk Vault or HashiCorp Vault before changing it in Active Directory (AD). Follow the service account password rotation procedure from KB-00012, updating the new password in the CyberArk Vault first. This ensures that dependent services can retrieve the new password atomically. The new password should be changed using the command `Set-ADAccountPassword -Identity svc-backup-prod -NewPassword (ConvertTo-SecureString 'new-password' -AsPlainText -Force) -Reset` in PowerShell. After updating the password in the Vault, the new password will be propagated to AD. This will make the backup jobs functional again.", "cited_artifacts": ["KB-00012"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The svc-backup-prod service account password has expired due to a 90-day policy. To resolve this issue, reset the password using the CyberArk / HashiCorp Vault before changing in Active Directory. Update all dependent services sequentially to avoid downtime: Windows services through service configuration, IIS Application Pools via IIS Manager, and scheduled tasks using Task Scheduler. Ensure all consumers of the token are updated with the new password once the rotation is complete. Revoke the old password and ensure it is not accessible. Follow the zero-downtime rotation pattern to avoid service disruptions.", "cited_artifacts": ["KB-00008", "KB-00012", "KB-00013"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The svc-backup-prod service account has expired due to the 90-day password policy. To resolve, log into the Active Directory management console and change the password for the svc-backup-prod account. Ensure that all Veeam backup jobs use this updated service account. There is a 90-day policy for password expiration, so it's important to rotate passwords periodically to prevent authentication failures.", "cited_artifacts": ["KB-00008"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The svc-backup-prod password must be rotated before it expires to ensure backup jobs continue to run without authentication errors. Refer to the Service Account Password Rotation Procedure in KB-00012. Update the password in the Active Directory immediately and ensure all services dependent on svc-backup-prod are updated with the new password in order to avoid any service disruptions.", "cited_artifacts": ["KB-00012"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The service account svc-backup-prod password has expired due to the 90-day policy. To resolve this, log in to the Active Directory (AD) and rotate the password for the svc-backup-prod account using PowerShell. Use the `Set-ADAccountPassword` cmdlet to update the password before restarting the backup service on backup-server-01. Ensure that the password is strong and compliant with the organization's security policies. Verify the AD lockout status and reset account lockouts as necessary to prevent future issues.", "cited_artifacts": ["KB-00008", "KB-00012"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The svc-backup-prod service account password has expired due to the 90-day policy, causing backup jobs to fail with authentication errors. Resolve this issue by rotating the service account password using the procedure outlined in KB-00012. First, rotate the password in Active Directory by following Steps 2 and 3 from the KB article. Ensure the new password is securely stored in the PAM vault before changing it in AD. Then, update all dependent services in the order described (Steps 4 from the KB article). This rotation should be done before the 90-day expiry to avoid service interruptions. Users may need to manually update service configuration files or configure service clients to use the new password.", "cited_artifacts": ["KB-00008", "KB-00012"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The svc-backup-prod password has expired, which is causing the backup jobs to fail. The password needs to be updated on the Active Directory. First, verify the account is locked out using PowerShell command `Get-ADUser svc-backup-prod -Properties LockedOut,BadLogonCount,LastBadPasswordAttempt`. If the account is locked, unlock it with `Unlock-ADAccount -Identity svc-backup-prod`. If the account is locked due to a bad password or due to the password being expired, reset the password with `Set-ADAccountPassword -Identity svc-backup-prod -NewPassword (ConvertTo-SecureString 'new_password' -AsPlainText -Force) -Reset`. Ensure that this is done before the backup-server-01's cron job and Veeam backup software attempt to authenticate using the new password. Additionally, update the service account in all dependent services following the service account password rotation procedure in KB-00012.", "cited_artifacts": ["KB-00008", "KB-00012"], "confidence": 0.75, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The svc-backup-prod password has expired, causing backup jobs to fail. To resolve, the password for svc-backup-prod needs to be rotated within the Active Directory. Use the 'Service Account Password Rotation Procedure' from KB-00012 to ensure the service is unaffected during the change. Update the new password in CyberArk / HashiCorp Vault first to ensure downstream services can retrieve the updated password atomically, then change the password in AD and update dependent services in order: unmanaged services first, then Windows services, IIS Application Pools, and finally scheduled tasks. Use the 'Service Account Password Rotation Procedure' steps to manage the impact on dependent services.", "cited_artifacts": ["KB-00012"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The VPN tunnel flapping at the Bangkok branch office is likely due to mismatched Phase 1 (IKE) or Phase 2 (IPSec) parameters on the IPSec tunnel between the router and the headquarters. Ensure both the router and the headquarters have identical IKE proposals including encryption algorithms (AES-256), PRFs (SHA-256), DH groups (14 or 19), and lifetimes (86400s). Check for NAT-T support on both ends as it's crucial for tunnels that traverse a NAT device. Additionally, Dead Peer Detection (DPD) timers should be set correctly to handle WAN latency spikes. Decrease the DPD timers if necessary but ensure they do not cause the tunnel to drop too frequently. For the DHCP pool issue, the utilization is at 94%, indicating an impending exhaustion. Clear DHCP bindings for clients to force them to re-lease, but this should be done in a maintenance window to avoid disruption. Address the root cause by expanding the DHCP scope or increasing the DHCP lease time to extend the lifespan of IP addresses.", "cited_artifacts": ["KB-00001", "KB-00005", "KB-00006"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the VPN tunnel flapping, the issue could be due to mismatched IKE parameters on both ends of the VPN tunnel. Ensure that both devices use the same IKE proposal settings, including encryption algorithms (AES-256), PRF (SHA-256), DH group (14 or 19), and the same lifetimes. Additionally, check for DPD misconfiguration, ensuring that the timers are not too aggressive, as this can cause tunnels to drop under high latency. For the DHCP pool exhaustion, clear the DHCP bindings and redistribute unused IPs to other devices or extend the lease time to prevent too many clients from renewing at once. Alternatively, add more subnet prefixes to the existing DHCP pool to accommodate additional devices. For a permanent solution, consider expanding the DHCP scope or adding secondary pools, but ensure there are enough subnets available. Both tunnel flapping and DHCP exhaustion are primarily due to mismatched configuration settings, and proper adjustment of settings can resolve these issues.", "cited_artifacts": ["KB-00001", "KB-00005", "KB-00006"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The issues reported for the Bangkok branch office can be addressed with separate configurations and approaches. For the VPN tunnel flapping, ensure that the Phase 1 parameters on both the branch router and the HQ router are identical, including encryption algorithms, PRF, DH group, and lifetimes. Additionally, check for proper Dead Peer Detection (DPD) settings to prevent immediate tunnel teardowns. For the DHCP pool exhaustion, first clear any stale leases using the `clear ip dhcp binding *` command in the maintenance window, or clear specific leases with `clear ip dhcp binding <specific-ip>`. Then, consider expanding the DHCP scope by supernetting to /23 or adding a new secondary pool if necessary. Ensure that DHCP snooping is enabled on the branch router to prevent rogue DHCP server consumption of IP addresses. Configure DHCP lease times to prevent quick exhaustion by reducing the default lease duration with `ip dhcp pool CORP_WIFI / lease 1`. Note that clearing DHCP bindings and reducing lease durations require maintenance windows or knowledge of stale DHCP bindings. Escalate if the issue persists despite these steps or if the upstream service is contributing to the 504 timeout on the API gateway, as this would suggest an external issue that may need to be resolved by the upstream provider.", "cited_artifacts": ["KB-00001", "KB-00005", "KB-00006", "KB-00002"], "confidence": 0.75, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The VPN tunnel flapping and DHCP pool exhaustion are likely related. For the VPN tunnel, ensure that both sides are using the same IKE proposal, including encryption algorithms, PRFs, DH groups, and lifetimes. Check for mismatches in authentication strings (MD5) between the routers and ensure the DPD (Dead Peer Detection) timers are set correctly. For the DHCP pool exhaustion, reduce the lease time for the DHCP pool to 1 day with `ip dhcp pool CORP_WIFI / lease 1` and ensure that the scope is correctly configured or additional pools are added to reduce the utilization. Additionally, clear DHCP bindings that are over 7 days old to recover from exhaustion, and enforce DHCP snooping to prevent rogue DHCP servers that could be stealing IP addresses. Address the MTU mismatch for the interfaces between the routers to avoid the stuck state in the OSPF adjacency, ensuring the MTUs on both ends match.", "cited_artifacts": ["KB-00001", "KB-00006"], "confidence": 0.75, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the VPN tunnel flapping in Bangkok, check the IKE proposal mismatch between the BGP peers and ensure that the IPsec SA parameter settings match on both ends. Ensure that the DPD timers are correctly configured and not causing the IKE phase to drop immediately. For the DHCP pool exhaustion, immediately clear the DHCP bindings using `clear ip dhcp binding *` to force clients to renew their leases. Address the DHCP scope by adjusting the lease time, expanding the scope, or implementing DHCP snooping to prevent rogue DHCP servers. Implement a long-term fix by extending the lease times and adding more DHCP scopes if necessary. For both issues, conduct a deep dive into the logs to identify the specific issues causing the flapping and the exhaustion, and address those issues, then clear the affected DHCP bindings and clear the session with the BGP peer to resolve the connectivity issues. Additionally, investigate network latency and packet loss to improve the overall performance of the network, which might help resolve both the DHCP exhaustion and the VPN flapping issues. Cite KB-00001 and KB-00005 for the VPN and DHCP troubleshooting, respectively. Confidence: 0.85, Escalate: false"}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the VPN tunnel flapping at the Bangkok branch, the common cause is often due to mismatched IKE proposal parameters like encryption algorithms, PRFs, or DH group versions. Ensure that both ends of the IKE phase use identical parameters and that no misconfigured dead peer detection (DPD) timers are causing the session to drop too quickly. Check the debug output for logs indicating problems with these parameters and adjust as necessary. Additionally, NAT-T (Network Address Translation-Traffic) must be enabled on both sides if one end is behind NAT and causing the tunnel to fail in Phase 1. For the DHCP pool exhaustion issue, clear the DHCP bindings to force all devices to renew their leases and identify and delete stale or expired leases from the subnet. Ensure that the DHCP lease time is set appropriately and consider expanding the DHCP scope or adding a secondary DHCP pool to accommodate more devices. Adjust MTU settings and ensure that OSPF adjacency failure is not caused by MTU mismatches or area type mismatches. Apply configuration changes with caution and restart the relevant processes to ensure the new settings take effect. Address both issues in a controlled maintenance window to minimize disruption to operations.", "cited_artifacts": ["KB-00001", "KB-00005", "KB-00006"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the VPN tunnel flapping at the Bangkok branch office, verify that the IKEv2 settings match on both ends of the tunnel, and ensure that DPD timers are correctly configured to prevent dropping the tunnel under high latency conditions. Also, check if NAT-T is correctly enabled and configured on both sides. For the DHCP pool exhaustion, clear the DHCP bindings in a controlled environment and expand the DHCP scope by supernetting to a larger network mask or adding a secondary pool. Address DHCP snooping to prevent rogue DHCP servers, and ensure proper DHCP lease time settings to manage IP address allocation better. Use `show ip ospf neighbor` to identify and resolve issues with the OSPF adjacencies, especially the stuck states such as INIT or EXSTART/EXCHANGE, by ensuring that the hello/dead intervals and MTUs match between the neighbors. Cite KB-00001 for troubleshooting VPN flapping, KB-00005 for fixing VPN flapping, and KB-00006 for managing DHCP exhaustion and DHCP scope exhaustion issues.", "cited_artifacts": ["KB-00001", "KB-00005", "KB-00006"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The VPN tunnel flapping issue in the Bangkok branch office could be due to mismatched IKE proposal parameters between the IKEv2 peers, leading to immediate tunnel teardown. Ensure that both ends of the IKE peers use identical parameters such as encryption (AES-256), PRF (SHA-256), DH group (14 or 19), and the tunnel lifetime (86400s). Additionally, check and possibly adjust the Dead Peer Detection (DPD) timers to prevent the tunnel from resetting too frequently under normal WAN conditions. For the DHCP pool exhaustion, the utilization should be closely monitored, and immediate actions should be taken to clear binding tables and possibly adjust the DHCP lease time or scope to avoid overutilization of DHCP addresses. Adjust DHCP lease time from 8 days to 1 day, expand the DHCP scope, or add a new secondary pool if necessary. Ensure that the DHCP clients are not stalling due to unreleased leases and enable DHCP snooping to prevent rogue DHCP servers from consuming addresses. Monitor the DHCP scope utilization and clear binding tables as needed to prevent exhaustion.", "cited_artifacts": ["KB-00001", "KB-00005", "KB-00006"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The missing OSPF routes to 10.20.0.0/16 after the router replacement may be due to an incorrect OSPF configuration on the new router. Check if the area assignments match between the old and new routers. Also, ensure that the OSPF processes are enabled on both the new and old routers and that there are no AS number mismatches or MD5 authentication key discrepancies between them. Use `show ip ospf neighbors` to check if there are any issues in the adjacency state, and `show ip ospf` to verify the OSPF database configuration. Additionally, confirm that the OSPF cost and network masks are consistent between the old and new routers. Ensure that the OSPF authentication key is correctly configured if it was changed during the replacement, and that MTU mismatch is not causing issues as well. Check for area 0 configuration on the new router. Make sure OSPF hello intervals and dead intervals are set correctly, as mismatching values can cause delays in adjacency formation.", "cited_artifacts": ["KB-00002"], "confidence": 0.7, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The missing OSPF routes to 10.20.0.0/16 after the router replacement could be due to an incorrect OSPF route redistribution configuration or a misconfigured OSPF network statement. Ensure that the new router is redistributing the 10.20.0.0/16 network into OSPF and that the network statement in the new router's OSPF configuration includes the appropriate area for the 10.20.0.0/16 network. Check the configuration in the OSPF network statement: `network 10.20.0.0 0.0.255.255 area <area-id>` and ensure it matches the area the network is configured in on other routers. Verify that the OSPF cost is correctly configured for the 10.20.0.0/16 network so that it is reachable within the OSPF area. If the network statement is missing or misconfigured, OSPF might not learn the routes from the new router.", "cited_artifacts": ["KB-00002"], "confidence": 0.8, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The missing OSPF route to 10.20.0.0/16 after the router replacement could be due to failed neighbor adjacency since the new router is in the same physical location as the old one. Check the router logs for any BGP state transitions or error messages related to BGP peer sessions. Use the command `show ip ospf neighbor` to find if the neighbor is in the INIT state and ensure the hello interval and dead interval match on both routers. Check for MTU mismatches between the interfaces by using the command `show ip ospf neighbor`. Also, confirm that the AS number and MD5 password match on both routers. Ensure that the OSPF area flags are consistent across both routers. If BGP neighbor sessions are the issue, use the `show bgp neighbors` command to verify BGP state and check the BGP timers for proper configuration. Escalate if the issue persists with configuration mismatches or MTU mismatch not resolved.", "cited_artifacts": ["KB-00002", "KB-00001"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The missing OSPF routes on the new router might be due to a configuration mismatch or incorrect area configuration. Check the OSPF area configuration on the new router using `show ip ospf area <id>` and ensure it matches the configuration of the old router. Verify that the MTU settings on both routers are consistent and that no MTU mismatches are causing the route not to be propagated. Also, check for AS number and MD5 authentication key mismatch as these can prevent adjacencies in the OSPF network. Ensure BGP and IPsec configurations are correctly set up if the router is part of a BGP/MPLS IP VPN environment, as these configurations can affect OSPF connectivity. Look for any BGP neighbor session down issues, as they can also cause OSPF issues if BGP is the link state protocol used to exchange OSPF information. Additionally, check for DPD configurations in the IPSec tunnel, as misconfigurations can cause tunnels to flap and potentially affect OSPF route propagation. The firewall could also play a role if it has ACLs blocking traffic or if it is misconfigured to drop packets or cause DPD to trigger. Consult the OSPF adjacency failure troubleshooting guide in KB-00002 for more detailed steps and ensure consistency in configurations between the new and old routers regarding BGP, IPsec, and firewall policies.", "cited_artifacts": ["KB-00002", "KB-00005", "KB-00001"], "confidence": 0.75, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The missing OSPF route to 10.20.0.0/16 after router replacement could be due to incorrect OSPF configurations on the new router. Ensure that the new router is configured with the correct OSPF area and has the correct OSPF router ID set to avoid conflicts with the existing network. Verify that the OSPF routes are correctly redistributed into the OSPF routing domain. Check OSPF neighbor relationships using `show ip ospf neighbor` and ensure that there are no state transitions issues such as being stuck in INIT state. Ensure that the OSPF area configuration matches between the old and new routers and that there are no area-type mismatches. Check for authentication mismatch on the new router by verifying MD5 passwords and ensuring that they match the configuration on the old router. Correct any misconfigurations and then redistribute the necessary OSPF routes into the new router. Ensure that the correct OSPF configuration and route are enabled on the default gateway of the 10.20.0.0/16 network on the new router.", "cited_artifacts": ["KB-00002", "KB-00001"], "confidence": 0.75, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The missing OSPF route to 10.20.0.0/16 could be due to the new router being in a non-stubby area or having a different area configuration compared to the old router. Check that both routers are in the same non-stubby area and that their area configurations are identical. Use the 'show ip ospf' command to verify that the area numbers match and the routers are in the same area. Ensure that the MD5 authentication keys match as well for any configured MD5 authentication. If area configurations differ, reconfigure the new router to be in a non-stubby area with the same area number and adjust any other configuration settings that might affect OSPF adjacency, such as Hello and Dead timers, by using the 'neighbor <ip> timers <keepalive> <hold>' command. Adjust the MTU if there is a MTU mismatch by aligning it with the neighbor's MTU, setting `ip ospf mtu-ignore` on both interfaces, or correcting the MTU settings.", "cited_artifacts": ["KB-00002"], "confidence": 0.75, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The missing OSPF route to 10.20.0.0/16 on RTR-BRANCH-05 after replacement could be due to a mismatch in OSPF configuration between the new and old router. Ensure that the OSPF area configurations, network statements, and router IDs on both routers are identical. Check for misconfigurations such as subnets that are not included in the OSPF routing process on the new router. Verify that there are no network loops, and ensure that the OSPF cost values are correctly configured for the new routing topology. Additionally, ensure that both routers are in the same OSPF process and that the interfaces are correctly set to be in the same OSPF area. Incorrect configurations can lead to OSPF routes being filtered out, causing the missing routes issue. Check the OSPF neighbor adjacency using the command `show ip ospf neighbor` to ensure that the neighbor states are UP and exchanging information properly. If the new router is in a different area than the old one, ensure that the appropriate wildcard mask is used in the network statement on the new router to include the new subnet. Escalate if the issue persists after verifying that the OSPF configurations are correct.", "cited_artifacts": ["KB-00002"], "confidence": 0.75, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The missing OSPF route to 10.20.0.0/16 on the new router RTR-BRANCH-05 could be due to incorrect OSPF configuration on the new hardware, such as incorrect interface configuration, missing OSPF configuration, or wrong area assignment. Ensure the new router is correctly configured with the same OSPF settings as the old router. Check the OSPF configuration using `show ip ospf` and `show ip ospf database` commands to ensure it matches the old router's configuration. Also, verify that the OSPF process is up and running on the new router using `show ip ospf process` and check the neighbors with `show ip ospf neighbor` to make sure the router is fully adjacency. Additionally, ensure that the OSPF interfaces and routes are correctly linked to the correct OSPF area on the new router. Check routing advertisements using `show ip route` to verify that the missing route is being advertised correctly. If the new router is not correctly joining the same OSPF area as the other routers in the network, the missing route will not be seen on the network. If troubleshooting yields that the interface is correctly configured and the OSPF process is up and running, the issue may be an incorrect subnet mask configuration between the old and new routers, which could be causing an incorrect default route advertisement. Check the interface and subnet mask configurations of the new router to ensure they match the old router's configuration. Ensure that the routing information is being shared correctly between routers by running various commands to monitor routing changes and adjacency status.", "cited_artifacts": ["KB-00002"], "confidence": 0.65, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The identity issues including the SSO broken for Confluence and JIRA, SCIM not working, and API token expiry for the identity health dashboard stem from misconfigurations in either Okta or the target application. For Confluence and JIRA issues, check their Okta settings to ensure the SP (service provider) configuration matches the Okta identity provider settings, including the ACS URL and Audience Entity ID. For SCIM provisioning, verify that attribute mapping in Okta is correctly configured to sync user information with the target applications. For API token expiry, check the Okta settings to ensure that the API access token permissions and expiration settings are correct. Also, ensure that the application using the API token has proper token renewal or rotation policies in place. Escalate the ticket to the relevant support teams for more detailed investigation and remediation if the configurations are correctly set but issues persist.", "cited_artifacts": ["KB-00013", "KB-00009", "KB-00010"], "confidence": 0.7, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The issues with SSO broken for multiple apps, SCIM not working, and API token expiry seem interrelated due to misconfigured SCIM integrations and token lifecycles. For SSO issues, ensure the IDP (Okta) and SP (Confluence, JIRA) are configured properly with matching audience, ACS URLs, and nameID formats as per the SAML configuration guide. For SCIM provisioning failures, attribute mapping must be correctly set up in Okta to sync with the downstream applications. API token expiry is an authentication issue, and it should be handled by rotating tokens using an automated zero-downtime rotation process outlined in the API token rotation and revalidation guide. Address all these issues with corresponding updates in the respective applications and platforms to ensure smooth SSO, SCIM integration, and token rotation.", "cited_artifacts": ["KB-00013", "KB-00009", "KB-00010"], "confidence": 0.75, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The issues with SSO not working for Confluence and JIRA, SCIM provisioning stopping for GitHub, and the API token expiry for the identity health dashboard could be due to misconfigured SCIM attributes mapping and clock skew in Okta. Ensure that the attributes mapping in Okta matches the required attributes in the downstream applications like GitHub. Check for clock skew between Okta and the applications by using the SAML Tracer Chrome extension and adjust the clock in Okta if necessary. Address API token expiry by setting a rotating schedule and creating reminders via a service such as Slack or email. Use the Vault to store and manage API tokens securely. Ensure that the SCIM integration is set up correctly and tests are run to validate that it is working as expected. Escalate to the infrastructure team if there is an issue with the TLS certificate renewal as well as with the internal services needing to be rotated out of the pipeline.", "cited_artifacts": ["KB-00013", "KB-00009", "KB-00012", "KB-00010"], "confidence": 0.75, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The SSO issues (redirect loop in Confluence and JIRA, SCIM provisioning failure on GitHub, and API token expiry on the identity health dashboard) likely stem from misconfigurations in the Okta integration with Confluence, JIRA, and GitHub, or API token expiry on the identity health dashboard. Check Okta integration configurations for SAML 2.0 SSO and SCIM 2.0 setup, review user roles and policies within Okta for mismatched configurations causing the redirect loop and provisioning failures. For the SCIM issue, check attribute mappings in the Okta integration settings and ensure GitHub is configured correctly to receive updates. For API token expiry, verify the usage and rotation policy of the API tokens in question, ensuring they comply with the security policy of 90-day expiry. Consider rotating the token to prevent downtime, following the rotation procedure outlined in KB-00012. Escalate if the issue remains unresolved after checking these configurations, as escalating indicates the need for further investigation and escalation to IT services.", "cited_artifacts": ["KB-00013", "KB-00010", "KB-00014", "KB-00012", "KB-00010", "KB-00014", "KB-00009"], "confidence": 0.75, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The issues with SSO, SCIM, and API token expiry in multiple apps (Confluence, JIRA, GitHub, Jenkins, and the identity health dashboard) could be due to misconfigurations in Okta and the respective services, or expired API tokens not being rotated timely. Ensure that all services and apps have the correct SCIM attribute mappings set up in Okta. Check the API tokens for expiration in Jenkins, the identity health dashboard, and other affected services and rotate them as needed. Update the clocks on the services to resolve clock skew issues with SAML SSO. Verify Okta's SCIM integration settings and enable SCIM on the targeted apps in Okta to ensure provisioning issues are resolved. Additionally, ensure that the Jenkins API token is up-to-date and not expired, and rotate it if necessary. Escalate to IT-PKI for certificate renewal in case of certificate-related issues affecting services like Confluence and JIRA. Escalate to CyberArk or Vault management for service account password rotation to ensure service continuity and security compliance. Ensure that all dependencies are identified and updated in a coordinated manner to avoid service disruptions.", "cited_artifacts": ["KB-00013", "KB-00009", "KB-00010", "KB-00012", "KB-00014"], "confidence": 0.7, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The identity issues described in the ticket (SSO broken for Confluence and JIRA, SCIM not working after midnight, API token expiry) could stem from misconfigurations in the Okta integration or the target services like GitHub and Confluence. Check Okta settings for SAML 2.0 and SCIM 2.0 mappings to ensure they are correctly set up for provisioning and authentication. Ensure GitHub and Confluence are correctly configured for SAML 2.0 with Okta. For API token expiry, rotate and renew them as per the zero-downtime rotation pattern documented in KB-00013. Investigate any possible clock skew issues by verifying the SAML Tracer log for SAML 2.0 errors in Confluence and JIRA. Ensure that the SCIM 2.0 sync is working by testing in Okta the SCIM endpoint and attribute mapping in GitHub. Also, rotate the API tokens as needed. Escalate if the issue persists despite all steps or if dependency chains cannot be properly assessed.", "cited_artifacts": ["KB-00013", "KB-00009", "KB-00012"], "confidence": 0.7, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The issues with SSO, SCIM, and API token expiry across Confluence, JIRA, Okta, and GitHub appear to stem from misconfigurations and out-of-date tokens. The redirect loop in Confluence and JIRA might be due to incorrect Okta settings or misalignment of attributes between the identity provider and service provider. SCIM provisioning failures in GitHub likely result from mismatched attribute mappings or expired tokens in Okta. API token expiry in the health dashboard signifies an urgent need to rotate the token, which must be done according to the Zero-downtime rotation procedure described in KB-00013. Synchronize the clock between Okta and the downstream applications, ensure attribute mapping is correct between Okta and GitHub, and rotate the API token for the health dashboard using the zero-downtime rotation procedure as outlined in KB-00013. For the redirect loop, revalidate the configuration in Okta and ensure the SAML attributes are correctly set in both Okta and the Confluence/JIRA SP settings. Recreate and update tokens as necessary for SSO services to avoid timeouts or access issues. Escalate if the issues persist with redirect loops in Confluence and JIRA as incorrect configuration settings could be causing them.", "cited_artifacts": ["KB-00009", "KB-00013"], "confidence": 0.75, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The issues with SSO broken for multiple apps and SCIM not working could be due to misconfigurations in the SAML or SCIM 2.0 settings in Okta, leading to failed user provisioning and authentication failures. Additionally, the API token expiry issue might be related to the rotation process not being followed correctly, which can be resolved by setting a proper rotation schedule and ensuring the tokens are rotated in a way that minimizes downtime. For example, rotating API tokens should follow a pattern of generating a new token, updating consumers, verifying, and then revoking the old token. This minimizes impact on services while ensuring security is maintained. Furthermore, checking TLS certificate expirations in the respective services can prevent downtime related to certificate failures. Ensure that the services are properly monitored and that alerts are set up to notify when there are close-to-expiry certificates, and promptly renew them as part of the regular rotation process.", "cited_artifacts": ["KB-00013", "KB-00010", "KB-00009", "KB-00012"], "confidence": 0.75, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The OOM crashes in the recommendation-engine could be due to excessive memory usage, possibly caused by unbounded caches such as Guava Cache or Caffeine without setting a maximum size, or large byte[] or char[] arrays indicative of String interning or cache bloat. High DB connection count suggests a mismanaged connection pool that holds idle connections longer than the pool can handle. For DB connection pool exhaustion, ensure the max pool size is appropriately set, and monitor connections actively being used versus those waiting or idle to ensure they are released or optimized for better reuse. Address both by ensuring the JVM heap configuration is tuned for OOM handling and DB connection pool settings are optimal for the workload, and ensuring the connection pool is managed correctly in the application and database settings respectively.", "cited_artifacts": ["KB-00015", "KB-00016"], "confidence": 0.65, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The JVM Out of Memory (OOM) crashes in recommendation-engine can be addressed by ensuring heap limits are correctly set, and adding flags for automatic heap dump generation. Heap dumps should be captured during an OOM event to analyze the cause, which is likely due to large object allocation in the ModelCacheManager. The DB connection pool exhaustion can be mitigated by increasing the maximum number of connections allowed in the pool (specified by `maximumPoolSize` in the configuration of the connection pool library), ensuring efficient connection handling, and closing idle connections promptly to release resources. Additionally, monitoring the database pool metrics (active connections vs max active connections) and managing query performance can help in preventing connection pool saturation.", "cited_artifacts": ["KB-00015", "KB-00016"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The JVM OOM crashes on recommendation-engine are likely due to excessive memory consumption by the ModelCacheManager or other long-lived objects in the heap. This can be addressed by tuning JVM parameters, optimizing the garbage collector settings, and ensuring that memory usage does not exceed the configured heap size. It is crucial to analyze heap dumps to identify the largest retained heap segments and determine if they are from Guava Cache or other potential sources of memory leaks. Additionally, increasing the heap size and configuring the GC options, such as enabling G1GC (Garbage-First Garbage Collector), can help mitigate the OOM issue. For high DB connection counts, ensuring the database connection pool size is appropriately configured and monitoring the connection state on the database side to prevent connections being held unnecessarily, such as active queries that take a long time to complete, can resolve the problem. Ensuring the connection pool is not saturated and connections are being released correctly is key to managing the 45 of 50 available connections.", "cited_artifacts": ["KB-00015", "KB-00016"], "confidence": 0.8, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The JVM OOM crashes and the high DB connection count in recommendation-engine could be due to incorrect configuration of the DB connection pool or issues with the application code leading to excessive object creation in ModelCacheManager. For OOM crashes, ensure that the heap size is correctly set and the maximum heap size is not too small. Consider increasing the heap size or tuning the JVM settings to better handle the workload. For the high DB connection count, ensure that the connection pool settings in the application align with the database server configuration. Increase the maximum number of idle connections in the pool if needed, and monitor the connection usage closely to avoid exhaustion. Check the application logs for any exceptions or errors that might be contributing to high resource consumption, such as long-running queries or memory leaks in the application layer. Adjust the database connections as necessary and restart the application service to flush the connection pool. Set up proper connection timeouts and retries in the application layer to manage idle connections and prevent them from staying open too long.", "cited_artifacts": ["KB-00015", "KB-00016"], "confidence": 0.75, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "JVM Out of Memory (OOM) crashes in the recommendation-engine service can be resolved by ensuring heap usage does not exceed the configured limits, and monitoring the ModelCacheManager specifically in heap dumps to identify large object bloat leading to OOM. Setting JVM flags to automatically dump heap on OOM and configure maximum heap size via `-Xmx` prevents OOM by ensuring the application memory usage stays within bounds. Increase heap size by adding `-Xmx<size>` to the JVM startup command. Adjusting heap usage patterns, such as configuring a larger heap size for ModelCacheManager objects, may alleviate pressure. Additionally, fixing database connection pool exhaustion by closing idle connections and optimizing query execution can alleviate the DB connection count issue. Ensure that the service maintains a healthy connection count by tuning connection pool settings, using connection timeouts, and managing queries efficiently to prevent long-running queries from saturating the pool.", "cited_artifacts": ["KB-00015", "KB-00016"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "JVM OOM crashes in recommendation-engine can be caused by an unbounded cache such as Guava Cache or Caffeine without configuring a maximum size, leading to heap exhaustion. High DB connection count can be due to a pool exhaustion where too many connections are being held open by the application, preventing the database from releasing them back to the pool. For JVM OOM, ensure the `-XX:MaxHeapSize` is set appropriately and consider tuning the heap size settings. For connection pool exhaustion, the application should be configured to close connections properly after use, and the pool settings should be appropriate. Check the application logs and Prometheus metrics for these issues. Review the configuration of Guava Cache or Caffeine to limit its size, and ensure the application is releasing idle database connections promptly to the pool, avoiding idle timeout settings that prematurely close connections.", "cited_artifacts": ["KB-00015", "KB-00016"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "JVM OOM crashes can be caused by either heap exhaustion or metaspace exhaustion leading to `java.lang.OutOfMemoryError: Java heap space` or `java.lang.OutOfMemoryError: Metaspace`. Analyze heap dump files with Eclipse MAT to identify large byte[] or char[] arrays, often indicative of String interning or cache bloat, and configure with proper maximum sizes. For database connection count issues, confirm pool exhaustion in Prometheus/Grafana, identify long-running queries or unclosed resources in thread dumps, and monitor database connections to ensure they are efficiently managed and not idle beyond the pool's capacity. Additionally, Kubernetes CrashLoopBackOff issues may arise due to resource limits not being properly set, causing container restarts. Ensure that the memory limits and pod tolerations are appropriately configured to handle the workload, and check the liveness probe configuration for potential issues causing premature pod termination.", "cited_artifacts": ["KB-00015", "KB-00016", "KB-00002", "KB-00017"], "confidence": 0.75, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The JVM Out of Memory Error in recommendation-engine can be resolved by increasing the heap size using the JVM flags `-Xms` and `-Xmx` to limit the maximum heap size, and setting the `-XX:MaxDirectMemorySize` for direct memory usage, such as for Java NIO buffers. The high DB connection count can be addressed by configuring the connection pool size in the database to match the application's requirements, ensuring that the maximum number of connections (`max connections`) is set appropriately and that the idle timeout is set to prevent idle connections from being kept open indefinitely. Additionally, increasing the maximum number of connections in the HikariCP configuration for the application can help alleviate the pool exhaustion issue. For Okta SCIM 2.0, ensure proper attribute mapping and that the Okta Admin is correctly configured for the provisioning process.", "cited_artifacts": ["KB-00015", "KB-00016", "KB-00002"], "confidence": 0.7, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The high latency in the search-service response times, transitioning from 50ms to 800ms, coinciding with a Redis memory alert of 95% usage and allkeys-lru eviction, suggests that Redis is becoming memory starved, leading to increased disk I/O and response times. The high memory pressure on Redis could be due to outdated session keys in the search-service. Ensure that session timeout settings in Spring Session are correctly configured, ideally setting a session timeout and enabling Redis cleanup through a scheduled task like a cron job. Additionally, monitor Redis memory usage closely, scaling up Redis memory capacity or increasing eviction policy if necessary to prevent memory from reaching 95% usage. Ensure that Redis is properly configured to use allkeys-lru eviction policy instead of the default noeviction, which can lead to spikes in cache misses and high eviction of keys without time-to-live (TTL), increasing latency and load on the Redis server.", "cited_artifacts": ["KB-00019"], "confidence": 0.7, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The high latency in the search-service is likely due to Redis memory usage reaching 95% with an allkeys-lru eviction policy, causing frequent key flushes and resulting in cache misses. This leads to Redis being unable to serve requests efficiently, causing a degradation in response times from 50ms to 800ms. To fix this, the Redis memory usage should be managed by either increasing the Redis memory limit (maxmemory) or decreasing the memory pressure by allowing some keys to be evicted when the memory limit is reached, as indicated by the allkeys-lru eviction policy. Ensure that Spring Session with Redis has the correct timeout defined (if used for session storage) and that eviction policies are correctly configured to avoid infinite memory usage. Adjusting the Redis eviction policy to `allkeys-random` or `volatile-lru` might also help. Increase Redis memory or Redis server count if the current setup is insufficient. Additionally, ensure that Redis instances are well-optimized and monitoring tools are set up to alert on memory usage and eviction events.", "cited_artifacts": ["KB-00019"], "confidence": 0.75, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The high latency and degradation of search-service response times are likely due to Redis memory pressure and excessive key expiry. Redis with allkeys-lru eviction is configured correctly for cache use cases, but it can lead to high memory usage and eviction if the memory limit is reached. The Redis memory alert indicates that the memory usage has reached 95%, which is close to the limit set by `maxmemory`. This causes Redis to evict keys, leading to cache misses and increased load on the search-service, which in turn increases latency. The issue can be mitigated by either increasing the Redis memory limit (`maxmemory`) or reducing the memory usage by setting an appropriate `maxmemory-policy`, such as `allkeys-random` or `volatile-lru`, to control eviction more granularly. Ensure that Spring Session keys are properly configured with a timeout to avoid session data persistence indefinitely.", "cited_artifacts": ["KB-00019"], "confidence": 0.75, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The high latency in the search service is likely due to Redis memory exhaustion, leading to increased latency as the service frequently fetches data from Redis, which is under heavy memory pressure and evicting keys. Check the Redis eviction policy using `redis-cli CONFIG GET maxmemory-policy` and confirm it is set to `allkeys-lru`. Increase Redis memory limits using `redis-cli CONFIG SET maxmemory <desired_memory>` if possible, and optimize Redis configuration to reduce memory usage by reducing the `maxmemory` setting and setting a proper `maxmemory-policy` (e.g., `allkeys-lru`). Ensure that Spring Session configurations properly expire session keys to avoid them occupying Redis memory indefinitely. Tune the Kibana metrics to monitor Redis memory usage and set up alerts for memory usage thresholds to prevent service degradation.", "cited_artifacts": ["KB-00019"], "confidence": 0.7, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The high latency and degraded performance of the search-service, starting an hour ago, coinciding with a Redis memory alert and the Redis memory usage reaching 95%, is likely due to Redis eviction of keys because of insufficient memory. The recommended solution is to change the Redis eviction policy to `allkeys-lru` by setting `redis-cli CONFIG SET maxmemory-policy allkeys-lru`, ensuring that Redis manages memory more aggressively by evicting keys that are least recently used. This should alleviate the memory pressure and improve response times of the search-service.", "cited_artifacts": ["KB-00019"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "High latency in the search service after a Redis memory alert could indicate a shortage of memory causing Redis to evict keys using the allkeys-lru policy, leading to cache misses and increased database load. Ensure Redis has enough memory to handle the peak usage, or consider increasing the Redis memory limit by setting `maxmemory` in the Redis configuration or in the server's configuration file. Adjust the eviction policy to `volatile-lru` or `allkeys-random` to avoid evicting session keys unless absolutely necessary, and monitor the memory usage to prevent Redis from exhausting its capacity. Check Spring Session configuration to ensure sessions expire properly; setting `spring.session.timeout` with a specific expiration time can help manage session longevity. Additionally, ensure the application is not waiting on Redis requests with long timeouts or unclosed connections, which can be checked through the Redis server logs and application thread dumps.", "cited_artifacts": ["KB-00019"], "confidence": 0.75, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The high latency in the search-service following a Redis memory alert with 95% usage and an allkeys-lru eviction policy suggests Redis memory usage is overwhelming the cache, leading to frequent key lookups in the database, thus increasing latency. Increasing Redis memory limits or configuring Redis to use a more appropriate eviction policy like `allkeys-random` (which evicts keys based on their access time) could improve performance by reducing the frequency of key evictions. Additionally, setting a suitable eviction policy such as `maxmemory-policy allkeys-lru` can help manage memory effectively by automatically removing keys that are least recently used. Ensure Redis is configured to use the `allkeys-lru` policy, as this is critical for Redis caching use cases. Further, address any Redis memory leaks or incorrect configurations such as not setting an expiration time for keys to avoid indefinite memory usage. Check if there are too many long-running queries in the database which are causing Redis to keep keys in memory longer than necessary, leading to latency issues. Monitor Redis memory usage and set up alerts for high memory usage to proactively handle the situation. Ensure the search-service is not creating an excessive load on Redis, optimizing queries and reducing the number of hits to Redis.", "cited_artifacts": ["KB-00019"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The high latency in the search-service is likely due to Redis memory pressure causing cache misses and increased database load, leading to longer response times from the service. The Redis memory usage has reached 95% with an `allkeys-lru` eviction policy in place, which means Redis is evicting least recently used keys. To resolve this, first, check if the Redis memory limit is correctly set in the application configuration (e.g., Spring Session settings) and adjust the `maxmemory-policy` to `allkeys-lru` in the Redis configuration. Additionally, ensure there are no expired keys that are filling memory indefinitely by setting appropriate expiration times for session keys in Spring Session. Scaling up the Redis memory limits by increasing the `maxmemory` setting in Redis may also help, as long as the new limit does not cause new issues such as high CPU usage or write bottlenecks. Escalate the ticket if the service is still impacted despite these adjustments.", "cited_artifacts": ["KB-00019"], "confidence": 0.7, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The suspected BGP route leak that caused the internet outage can be resolved by checking the BGP configuration on your network router to ensure that the route announcements do not span all available paths (full-mesh) unnecessarily. It's crucial to set the BGP multihop attribute properly to allow BGP messages to pass through network devices that do not support large routing table sizes. You should also verify that the route maps configured for BGP are correctly excluding or filtering routes that should not be advertised externally. Adjust the BGP timers for route flapping to prevent routing loops and unnecessary route announcements. Update the network routes to reflect the actual network topology and use a robust BGP routing policy to select the best path for internet traffic. Ensure that BGP neighbors are configured with the correct parameters such as AS number and BGP password to avoid authentication errors that could cause connectivity issues.", "cited_artifacts": ["KB-00001"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "An internet-facing BGP route leak can cause a temporary loss of connectivity to external services. Ensure that the BGP settings on your router are correctly configured with the same AS number and MD5 password as your upstream provider. Check the BGP adjacency status and ensure that there are no misconfigured route reflectors or CLTs that could be causing the leak. Manually advertise all local routes into your BGP routing table to avoid leaking them to external networks. Verify that route announcements are being sent in the correct direction and that the BGP peer timers are set appropriately for your network topology. Escalate if the route leak persists and does not resolve by troubleshooting the BGP configurations on both your end and your provider's end.", "cited_artifacts": ["KB-00001", "KB-00005"], "confidence": 0.7, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The suspected BGP route leak to the upstream provider could be caused by an incorrect BGP route advertisement that your network is receiving from the peer. This misconfiguration can lead to traffic being sent out to your network through an unintended path, causing delays and eventually leading to the observed partial internet outage. Ensure that the Autonomous System (AS) numbers and BGP passwords between your network and the upstream provider are correctly configured on all BGP peers. Use the commands `show ip bgp neighbors <peer-ip>` to verify that there are no neighboring BGP sessions with incorrect hold timers and state mismatch. Resolve by either fixing the configuration errors that led to the route leak or adjust the BGP timers to ensure proper hold-timer expirations and refreshes between your network and the upstream provider. Escalate to the upstream provider if the issue persists despite internal configuration fixes.", "cited_artifacts": ["KB-00001"], "confidence": 0.7, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "A BGP route leak can be detected by analyzing the BGP routing table for duplicate routes in the networks originating from the suspected upstream provider. Use `show ip bgp summary` and `show ip bgp <prefix>` to find routes that match the traceroute results from the source of the services. If duplicate routes exist pointing back to the suspected upstream provider, the BGP route leak could be confirmed. Update the BGP configuration on the router to advertise only routes learned from the correct upstream provider, such as configuring BGP autonomous systems (AS) numbers correctly or using BGP route reflectors to isolate the issue. Ensure that routes learned from the correct AS are preferred, and configure proper BGP timers for hold timers to prevent route loops. Update the BGP routing table to ensure only routes from the correct AS are being advertised using the `network <prefix>` command and updating the BGP configuration to reflect the correct AS numbers and AS-path policies.", "cited_artifacts": ["KB-00001"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "A BGP route leak can cause an internet outage by propagating routes to neighboring ASes, leading to a routing loop where the leaked routes get accepted and redistributed repeatedly. This can result in unreachable routes for internal services and network traffic mismatches as the leaked routes mislead routing tables. To resolve, first, identify the leaking AS that sent the problematic routes and notify the upstream provider about the route leak. Then, the leaking AS should withdraw the erroneous routes using the `withdraw` command in BGP to stop the route propagation. Additionally, consult the route maps on both the leaking AS and the affected AS to ensure that the route is being properly filtered out based on prefixes. Finally, ensure proper route announcements from the upstream provider and that the leaking AS has updated its routing tables accordingly to stop redistributing the erroneous routes.", "cited_artifacts": ["KB-00001"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "A BGP route leak leading to an internet outage could be identified by inspecting the BGP routing table on the affected router to ensure that all external routes are properly advertised to the neighboring routers. Check the BGP routing table with `show ip bgp` or `show ip bgp summary` on the router and ensure that routes not advertised by the upstream provider are withdrawn with `no-prepend <prefix>` or `no-prepend-advertise <prefix>` commands. Additionally, consider using `show ip bgp neighbors` to confirm that all BGP neighbors are up and BGP sessions are established properly without unexpected states like 'BGP state = Active'. Restarting the BGP process on the router might also help resolve transient connectivity issues if the BGP session is down temporarily.", "cited_artifacts": ["KB-00003", "KB-00001"], "confidence": 0.75, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "A suspected BGP route leak likely resulted in the internet outage as observed in the traceroute results showing traffic entering the AS but not returning to the origin. This indicates an AS has an incorrect route to an internet prefix, causing the traffic to be sent out but never properly acknowledged by the upstream provider, leading to a loop. The root cause is usually due to BGP route announcements from a peer whose local AS has an incorrectly configured import or route redistribution policy. To resolve, the AS owner should check BGP route announcements from the peer using `show ip bgp neighbors <peer-ip>` and `show ip bgp <external-prefix>` to confirm that routes are only advertised if the local AS has the correct authority. If a misconfigured route is found, the AS should correct its BGP configuration to not redistribute or route external routes if not properly vetted, then redistribute routes only from trusted sources using the `redistribute <protocol>` command with appropriate filters. Escalate this to the upstream provider to ensure their end of the BGP configuration is correct as well. Escalate only if the internal routing and services are functioning properly as this is an external BGP problem.", "cited_artifacts": ["KB-00001", "KB-00003"], "confidence": 0.85, "escalate": true}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "A BGP route leak to the upstream provider can cause internet-facing services to become unreachable since a certain AS number mismatch or MD5 password mismatch leads to incorrect BGP neighbor state and route propagation. Ensure that the BGP hold timers match between the peer endpoints and correct any configuration issues causing route propagation. Check for AS number mismatches by comparing local AS number with the remote AS number and verify that MD5 passwords are consistent on both ends. If the router configuration for BGP neighbor has mismatched hold timers, update it with the correct timers for both peers. Escalate if BGP configuration is correct but the problem persists, and the issue could be on the peer router side or external to the network, such as a misbehaving peer router or routing issues elsewhere in the network.", "cited_artifacts": ["KB-00001"], "confidence": 0.7, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The TLS certificate on the internal microservice causing auth failures due to an expired certificate can be resolved by requesting a new certificate from the IT-PKI team via ServiceNow with the appropriate renewal days left before expiry. Ensure the request includes the Subject Alternative Name (SAN) fields for all IPs and domain names used by the service, and submit the request within 14 days to avoid downtime during the renewal process. This involves generating a CSR, attaching the new certificate to the internal CA, and installing the renewed certificate on the service’s SSL/TLS settings. The IT-PKI team will handle the renewal process and will prioritize this for a service critical like the internal microservice with P1 impact, ensuring a smooth transition to a new certificate to maintain service availability.", "cited_artifacts": ["KB-00014"], "confidence": 0.7, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The TLS certificate for the internal microservice has expired and is causing auth failures, which is a critical issue. The certificate should be renewed at least 14 days before it expires to avoid service disruptions. To do so, generate a new CSR for the microservice using the internal CA. Submit the CSR for renewal via ServiceNow under the 'Certificate > Internal PKI' category, ensuring that the renewal request is flagged as P1 for high priority if the service is a high availability service. Follow the SLA of at least 4 hours for P1 requests to avoid prolonged downtime. If the internal CA is not available or if the certificate is expired beyond this period, escalate the request to a higher service desk tier for manual intervention.", "cited_artifacts": ["KB-00014"], "confidence": 0.7, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The TLS certificate on the internal microservice causing auth failures has expired. To resolve this, the internal CA should be notified to renew the certificate at least 14 days before it expires to avoid downtime. Use the steps from KB-00014 to renew the certificate by creating a CSR, submitting it to the IT-PKI team via ServiceNow with the appropriate category and SLA for emergency cert renewal, and then installing the renewed certificate on the microservice to ensure TLS communication is restored. Ensure the renewed certificate contains the correct Subject Alternative Name (SAN) for the internal service’s domain. Escalate if the IT-PKI team is not responsive or service availability cannot be restored in a timely manner.", "cited_artifacts": ["KB-00014"], "confidence": 0.75, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The TLS certificate on the internal microservice has expired, leading to authentication failures for all services relying on internal-auth-service.corp.example.com due to strict client validations. The solution involves requesting a new TLS certificate from the internal PKI team via ServiceNow, ensuring the new certificate is installed on the internal-auth-service before the expiry date to prevent downtime, and notifying any services that depend on this service to handle the transition gracefully by upgrading to the new certificate.", "cited_artifacts": ["KB-00014"], "confidence": 0.7, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The TLS certificate for internal-auth-service.corp.example.com has expired, causing authentication failures. To resolve this, the expired certificate should be replaced with a new one at least 14 days before it is due to expire, as per the guidance in KB-00014. The IT-PKI team should be contacted to request a new certificate issuance through a ServiceNow ticket in the 'Certificate > Internal PKI' category. Additionally, the new certificate should be installed on the internal-auth-service.corp.example.com service following the instructions in KB-00014 for internal services. Ensure the renewal process is initiated early enough to avoid service disruptions, especially since this is a P1 impact issue with all OAuth token validation being down due to the expired TLS certificate.", "cited_artifacts": ["KB-00014"], "confidence": 0.75, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The TLS certificate for the internal microservice causing auth failures has expired. This requires renewing the certificate at least 14 days before it expires to avoid disruption in service. The IT-PKI team should be contacted to handle the renewal process, ensuring that the new certificate is installed correctly in the microservice to prevent transactions from failing. If there are multiple internal services that use this microservice, it is also essential to ensure that other dependent services are not impacted by the certificate switch by testing and rotating tokens as necessary.", "cited_artifacts": ["KB-00014"], "confidence": 0.7, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The TLS certificate on the internal microservice is causing authentication failures because it has expired. The service uses an internal CA, so renewal must be initiated to ensure the certificate remains valid and services continue to function correctly without interruption. A renewal request should be submitted to the IT-PKI team using ServiceNow via the 'Certificate > Internal PKI' category, as expired certificates causing outages are given a priority SLA of 4 hours to ensure services are restored as quickly as possible. The renewal process involves generating a CSR, submitting it to the IT-PKI team, and then waiting for the renewed certificate to be issued and installed on the service to replace the old certificate.", "cited_artifacts": ["KB-00014"], "confidence": 0.85, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The TLS certificate for the internal microservice internal-auth-service.corp.example.com has expired, causing auth failures. The certificate needs to be renewed in advance to avoid any transactions failing on the payments-gateway. The renewal process should be initiated within 14 days before the certificate expires to ensure there is a sufficient window for the renewal to be completed and the new certificate to be installed in all services before it becomes invalid. Follow the procedures outlined in KB-00014 to request the renewed certificate from the internal CA and ensure that the new certificate is properly installed on all services by following the steps to install a renewed certificate in the TLS configuration documentation, which should be similar to the process described for Nginx but applicable to the specific service environment.", "cited_artifacts": ["KB-00014"], "confidence": 0.75, "escalate": false}}
```


Response:
```json
{
    "tool_name": "submit_resolution",
    "arguments": {
        "resolution": "The ongoing issue with Salesforce users not being deprovisioned and the impending expiration of the SAML certificate in Okta can be handled by first ensuring that the SCIM 2.0 provisioning configuration in Okta is correctly set up and tested to correctly remove users from Salesforce. For the deprovisioning, review the user lifecycle management in Okta to ensure that the 'Deactivate Users' option is selected during the SCIM provisioning settings. The SAML certificate expiration in Okta is a separate issue and should be managed by renewing the certificate as per the instructions in KB-00014, which involves renewing it at least 14 days before it expires to avoid hard failures in clients like browsers and internal services. The renewal process involves generating a new CSR, adding Subject Alternative Names (SANs) if necessary, submitting it to the IT-PKI team, and installing the renewed certificate in Okta. Escalate if the Okta configuration issues are complex or if the internal IT-PKI team confirms a lack of SLA compliance for certificate renewal.",
        "cited_artifacts": ["KB-00009", "KB-00014"],
        "confidence": 0.6,
        "escalate": false
    }
}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The issue with Salesforce users still having active accounts after offboarding might be due to misconfigurations in Okta's SCIM 2.0 provisioning settings. Ensure that all required SCIM attributes are correctly mapped in the Okta to Salesforce integration, such as 'userName' (mapped to the email), 'name.givenName', 'name.familyName', and any other necessary attributes like 'phoneNumbers[0].value', 'title', and 'department'. Also, check if the SCIM push configurations (e.g., Push New Users, Push Profile Updates, Push Groups, Deactivate Users) are enabled in Okta and set to appropriate values. Investigate the logs for any SCIM connector test failures and resolve them by ensuring that the SCIM connector is properly set up and the Bearer token is valid in the target app. Escalate to IT support if SCIM is configured correctly but there are still provisioning failures as it might be related to the status of the target application's SCIM API.", "cited_artifacts": ["KB-00011", "KB-00009"], "confidence": 0.6, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The issue with Salesforce users not deprovisioned after offboarding can be resolved by ensuring that the Okta SCIM provisioning is correctly configured to handle the deprovisioning events. The attribute mappings in Okta should include 'userName' for the email attribute, and the appropriate lifecycle hooks should be set to trigger the deprovisioning process when an employee is offboarded in Okta. Additionally, check if there are any misconfigurations in the attribute mapping or the lifecycle hooks that are preventing the deprovisioning events from being recognized by Salesforce. Ensure that the 'Push Deactivate Users' option is enabled in Okta. Escalate this to an IT administrator who can review the Okta SCIM settings and lifecycle hooks for both Okta and Salesforce to ensure that the deprovisioning is handled correctly by both systems.", "cited_artifacts": ["KB-00009"], "confidence": 0.7, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The retention of Salesforce accounts for offboarded users can be due to misconfiguration in Okta SCIM 2.0 provisioning, where there may be errors in attribute mapping or silent provisioning failures. The SAML certificate expiration in Okta is causing the authentication failures in Salesforce, as it mandates a valid SAML certificate for SSO. Ensure in the Okta SCIM 2.0 setup that all required SCIM attributes such as 'userName' (mapped to email), 'name.givenName', 'name.familyName', 'phoneNumbers[0].value', and 'title', are correctly mapped to Salesforce attributes in Okta. Additionally, the SAML certificate in Okta must be renewed well in advance of its expiration to prevent authentication issues in Salesforce. Escalate if the certificate renewal fails or if the SCIM configuration is not meeting expectations.", "cited_artifacts": ["KB-00009"], "confidence": 0.6, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Users who have been offboarded from Okta but still have active Salesforce accounts might be due to misconfigured SCIM sync between Okta and Salesforce or issues with Salesforce deprovisioning process. Ensure that the SCIM attribute mapping in Okta correctly maps the 'UserName' to the Salesforce user email and that the 'Deactivate User' option is enabled in the Okta to Salesforce integration settings under the 'Profile Changes' tab. The SAML certificate issue can be resolved by renewing the SAML Signing Certificate in Okta before its expiry. Use the ServiceNow ticket category 'Certificate > Internal PKI' to request a certificate renewal as it is a standard process of renewing within 2 business days for standard SLA or 4 hours for a P1 request. Ensure that the Salesforce SAML settings in Okta are correctly set to match Salesforce's metadata and that Salesforce is configured to send proper assertions back to Okta. Escalate if Okta support is required for Salesforce deprovisioning issues or if there are still users with active accounts despite offboarding.", "cited_artifacts": ["KB-00014", "KB-00009"], "confidence": 0.6, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The Salesforce users still have active accounts and the SAML signing cert for Salesforce in Okta is about to expire in 5 days. This is due to misconfigured SCIM 2.0 provisioning in Okta where attributes required for deprovisioning users (such as 'userName', 'name.givenName', 'name.familyName') are not correctly set up, resulting in silent provisioning failures. Ensure that the SCIM connector base URL and the user profile attributes match the Okta and Salesforce schemas strictly, configure 'Push Deactivate Users' in Okta SCIM settings, and ensure that the Salesforce 'deactivated users' state matches the Okta 'inactive' status. Address the SAML cert expiration by renewing the Okta SAML signing certificate 14 days before it expires, following the IT-PKI renewal process outlined in KB-00014. Ensure that users are properly deprovisioned in Salesforce before Okta deletes their accounts to prevent them from becoming active again due to misconfigured attributes.", "cited_artifacts": ["KB-00009", "KB-00014"], "confidence": 0.6, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Salesforce users still having active accounts after offboarding and the SAML certificate expiring in Okta are due to misconfigured SCIM 2.0 provisioning in Okta that is not properly handling the deprovisioning lifecycle of the users in Salesforce. The setup of SCIM in Okta and its attribute mappings in Okta need to be reviewed to ensure that the 'Delete User' or 'Deactivate User' events are being sent to Salesforce on proper deprovisioning, and that the correct attributes (e.g., userName mapped to email in Salesforce, deactivated date) are being used to mark the user inactive in Salesforce. Escalate to an Okta admin to reconfigure the SCIM settings in Okta and update the attribute mappings accordingly. Also, the SAML cert expiration in Okta should be managed by Okta, and the renewal process should be automated with ServiceNow to ensure timely renewal before the expiration date, reducing the risk of authentication issues.", "cited_artifacts": ["KB-00009"], "confidence": 0.5, "escalate": true}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Salesforce users failing to deprovision after offboarding and the expiration of the SAML certificate in Okta indicate configuration or misalignment issues in the SCIM (System Definition for Integrators and Management) synchronization between Okta and Salesforce. The SCIM 2.0 provisioning should be reviewed for proper user lifecycle sync (create/update/deactivate) configurations between Okta and Salesforce. Ensure that all required attributes are mapped correctly in Okta, such as userName mapping to email, and optional attributes like phoneNumbers and title. The Salesforce SAML certificate is managed by Okta and will be automatically renewed by Okta's IT-PKI service once it's due, but in case of manual renewal, it should be done at least one month before expiry. Escalate to the IT-PKI team if needed for certificate renewal.", "cited_artifacts": ["KB-00009", "KB-00014"], "confidence": 0.5, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The BGP session flapping since the firewall ACL changes is likely due to a mismatch between the BGP timers and configuration on both the firewall and the upstream ISP. Check the BGP timers configured on both devices to ensure they match; mismatched hold times could cause BGP sessions to flit between the states of Established and Idle, resulting in periodic drops. Ensure the MD5 authentication keys are configured identically on both firewall and ISP BGP peers. Adjust the timers on both ends to be consistent; for example, if one side has a hold time of 180 seconds, the other should be set to a similar value. Additionally, ensure that the Maximum Update Rate (MUR) in the BGP configuration does not exceed the maximum update rate (BGP message limit) on the peer end, which could trigger session drops. Escalate to the firewall team if the timers and configurations are correct but the BGP session continues to flit between states.", "cited_artifacts": ["KB-00001"], "confidence": 0.65, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The symptoms of BGP session flapping and similar issues to those seen with the Bangkok branch indicate potential misconfiguration in either the BGP peer settings on the local end or miscommunication between the local and remote BGP peers, possibly due to mismatched BGP timers, AS numbers, or MD5 passwords. Ensure that both sides have the same BGP timers (hold timers, keepalive interval) to prevent session drops due to timer mismatches. Check that the BGP neighbors are correctly configured with the same Autonomous System (AS) number and MD5 passwords. Adjust BGP parameters using commands like `neighbor <peer-ip> timers <keepalive> <hold>` to ensure the timers match. Escalate if configuration does not solve the issue by checking for other misconfigurations such as ACLs blocking BGP traffic, unreachable peers, or network latency affecting BGP hold timers.", "cited_artifacts": ["KB-00001"], "confidence": 0.7, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The BGP session flapping could be due to misconfigured timers causing BGP keepalive and hold times to mismatch between the local and peer routers. Ensure that the BGP timers on the local router match the timers configured on the peer router, specifically the keepalive interval and hold time settings. Use `show ip bgp` to verify the BGP state and peers, and check for timers mismatched with `neighbor <peer-ip> timers <keepalive> <hold>` for correction. For instance, if the peer router's BGP hold timer is configured to be longer than the local router, it can cause flapping if the hold timer expires before the local router receives a keepalive from the peer. Escalate if the TCP/179 port is blocked by ACLs on both ends, as this can disrupt BGP neighbor relationships. Ensure that the MD5 password digest on both routers matches, and use `neighbor <peer-ip> password <peer-md5>` for the MD5 password to maintain secure BGP sessions. Escalate if the issue persists despite timer settings, MD5 digest matching, and ACL configuration." , "cited_artifacts": ["KB-00001"], "confidence": 0.6, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "BGP session flapping between the branch and the upstream ISP could be caused by changes in firewall ACLs affecting TCP/179 traffic to the BGP port. Check if there are ACLs blocking traffic between the branch router and the ISP’s BGP device. Ensure that the BGP timers match on both ends, as mismatched hold timers or incorrect neighbor configurations can cause the BGP sessions to flap. Also, ensure MD5 authentication matches if it was changed in the ACLs that could affect BGP session establishment. Ensure that both BGP neighbors are configured correctly with the same hold time and keepalive intervals to avoid session drops. Escalate if neither firewall ACL changes nor BGP configurations match, but network ACLs still allow traffic between the branch and ISP, indicating possible firewall configuration issues need to be reviewed on both ends.", "cited_artifacts": ["KB-00001", "KB-00005"], "confidence": 0.6, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The BGP session flapping to the upstream ISP could be due to mismatched BGP hold timers or configuration between the router at the Bangkok branch and the ISP's BGP neighbors. Ensure that both the branch router and the ISP have the same BGP hold timers set in the `neighbor <peer-ip> timers <keepalive> <hold>` command. Additionally, verify that there are no configuration mismatches such as differing BGP peers or peer AS numbers configured on the router. Check the BGP configurations on both sides and ensure that the neighbor hold timers and other settings are consistent. Ensure that MD5 authentication settings match on both routers, as mismatched MD5 passwords can cause BGP sessions to fail with messages like 'BGP notification: hold time expired'. Escalate if the hold timers are not consistent or if there are configuration mismatches identified in the BGP peers and AS numbers settings.", "cited_artifacts": ["KB-00001"], "confidence": 0.7, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The BGP session flapping between your network and the upstream ISP is likely due to mismatched hold timers on both ends. Ensure that the hold timer interval on both your router and the peer's router matches (default is 180 seconds). Check and possibly adjust the `neighbor hold-timer` configuration on the BGP peers to ensure consistent timers. Excessive hold time mismatches can lead to frequent session drops, which might be similar to the BGP session flapping seen in the Bangkok branch issue. Escalate if configuration mismatches across peers are not the issue, as it could indicate other factors like route flapping or misbehaving network conditions between sites.", "cited_artifacts": ["KB-00001"], "confidence": 0.6, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The frequent BGP session flapping between the firewall ACL changes and upstream ISP can be traced to configuration mismatch issues, especially hold-timer mismatches or misconfigured MD5 authentication. Ensure that both ends of the BGP session are configured to have the same hold timers and MD5 keys are identical between the firewall and the upstream ISP router. Check for ACLs on the firewall blocking the BGP update protocol (TCP/179) and ensure the hold timers on both ends are set appropriately, typically using `neighbor <ip> timers <keepalive> <hold>` commands. Escalate if DNS resolution is not working as expected or if there are other traffic issue symptoms, and ensure NAT-T is enabled if either end is NAT'd and not the ISP. Escalate to Network Operations Center if persistent issues remain.", "cited_artifacts": ["KB-00001"], "confidence": 0.65, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The flapping BGP sessions could be caused by differences in BGP hold timers between the local router and the upstream AS65002, which results in periodic drops due to BGP state transitions. Ensure that both routers have consistent hold timers by running `neighbor <peer-ip> timers <keepalive> <hold>` to match the interval on the peer AS65002. Additionally, check for ACLs on the firewall that might be blocking TCP/179 traffic, which is crucial for BGP session maintenance. Incorrect MD5 passwords or mismatches in the BGP configuration can also lead to session drops; verify this by ensuring `neighbor <ip> remote-as <AS>` is set correctly for both routers. Escalate to Network Operations Center if further diagnostics reveal issues with the firewall ACLs or if the timer settings are not synchronized properly.", "cited_artifacts": ["KB-00001"], "confidence": 0.6, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The service account breach involves unauthorized API usage and unexpected token activity, which could indicate MFA bypass or misconfiguration. First, rotate the AD password by following the procedure in KB-00012, ensuring that the new password is synchronized in CyberArk / HashiCorp Vault to avoid breaking dependent services. Next, revoke the compromised API token using the zero-downtime rotation pattern as described in KB-00013, generating a new token, updating service consumers, and eventually revoking the old token. To audit all services using this account, review the access logs and service dependencies identified in KB-00012. To check if MFA was bypassed, escalate the MFA reset procedure as outlined in KB-00011, depending on the specific MFA provider (Okta, Google Workspace, Azure AD/Entra). Escalate if the authentication failure is due to clock skew or assertion attribute mismatch, which can be fixed through SP and IDP metadata adjustments as per KB-00010. Escalate if services are locked out due to excessive failed login attempts, as described in KB-00011.", "cited_artifacts": ["KB-00008", "KB-00010", "KB-00011", "KB-00012", "KB-00013"], "confidence": 0.7, "escalate": true}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The suspected service account breach can be mitigated by immediately revoking the current token used by svc-reporting-api, following the zero-downtime rotation procedure for API tokens to ensure no unauthorized access occurs while a new token is established. Rotate the API token by generating a new token, updating all consumers of the token, verifying that all services are now using the new token, and then revoking the old token. Additionally, initiate password changes for the service account in Active Directory, and reset Multi-Factor Authentication (MFA) if bypassed. Use the 'Zero-downtime rotation pattern' from KB-00013 for API token revocation, setting the new token to expire within the next 90 days and rolling out the new credentials carefully to all dependent services. Ensure the new password in Active Directory does not match previous credentials to prevent re-login. Update Okta or Azure AD MFA settings as necessary to reset MFA. Monitor all access logs and network traffic for signs of unauthorized activity for further troubleshooting steps.", "cited_artifacts": ["KB-00012", "KB-00013", "KB-00011"], "confidence": 0.6, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "To address the service account breach suspected, immediately revoke the current token used by svc-reporting-api from all dependent services and the platform-specific access management vaults. For API tokens, zero-downtime rotation must be done to ensure seamless transition to a new token. Follow the API token rotation and revocation guide in KB-00013: create a new token, update all consumers, verify the transition, and then revoke the old token. Ensure all services that depend on the svc-reporting-api service account are updated to use the new token. Rotate the AD password for the svc-account per KB-00012 by following the steps in the Service Account Password Rotation Procedure. This includes updating the new password in CyberArk/Vault beforehand and resetting the password in AD, ensuring no service dependencies are broken. Check if Multi-Factor Authentication (MFA) was bypassed and resolve accordingly. In the Okta admin console or Microsoft Azure portal, disable MFA for the account to ensure security and then re-enable it with stronger policies. Escalate the ticket if there are ongoing issues or if dependencies cannot be validated due to locked accounts or other runtime errors in the services or platforms involved.", "cited_artifacts": ["KB-00012", "KB-00013", "KB-00011"], "confidence": 0.7, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "To address the suspected service account breach, we need to immediately revoke the current token used by svc-reporting-api, conduct an audit of all services using this account, and ensure AD password rotation with MFA re-enabling. For the current token revocation, we can use the API endpoints to delete the token that was flagged as unusual activity. For MFA re-enabling, if MFA was bypassed, it should be reset and enforced for all services using this account, ensuring it is not bypassed in the future. AD password rotation involves rotating the password in PAM vault first, updating in AD, and ensuring services are notified of the change in the order specified in the KB-00012 procedure, which would involve atomically changing the password in CyberArk/HachiCorp Vault and then updating dependent services. Escalate this to IT operations if issues persist or if auditing indicates that the account may have been compromised further beyond API access and service dependencies.", "cited_artifacts": ["KB-00012", "KB-00013", "KB-00010", "KB-00008"], "confidence": 0.55, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Service account breach is suspected based on unusual API calls and unexpected IP access. Immediate actions should be to generate and deploy a new token for the svc-reporting-api while the old one is still active. This ensures services do not encounter downtime during rotation. For password rotation, use the CyberArk Vault to manage the new password changes, following the procedure detailed in KB-00012. MFA bypass should be determined by reviewing event logs, specifically for changes in MFA enabled accounts and authentication errors that could indicate compromised tokens or user bypasses. Ensure regular MFA resets for all users to maintain security and clear any suspicious MFA logs using Okta or Azure MFA reset procedures outlined in KB-00011. Audit all services that use this account post-rotation and ensure no token usage is unauthorized from unexpected IPs. Set a policy to audit all API token and service account usage for 30 days to prevent future unauthorized access, as per KB-00013. Escalate this ticket if issues persist beyond these procedures as the root cause of unauthorized access is still unknown, leading to a potential broader security breach.", "cited_artifacts": ["KB-00012", "KB-00013", "KB-00010", "KB-00011"], "confidence": 0.6, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The service account breach should be addressed immediately by revoking the current token using the respective API platform's credentials management settings, such as disabling the API token in the Jenkins API configuration for a brief window to ensure no downtime, and then rotating the credentials using a Zero-downtime rotation pattern to update all consumers of the token. For rotating the AD password, update the new password in CyberArk / HashiCorp Vault first and then change the password in Active Directory with the PowerShell command `Set-ADAccountPassword` and ensure all dependent services are updated in order as outlined in KB-00012. MFA bypass can be checked via the Azure AD portal, Okta admin console, or Google Workspace admin tools, and should be reset only when the user cannot self-recover, which would typically be after a thorough security assessment to avoid unauthorized access. Escalate this issue to IT operations if there are unaccounted dependencies or if the account remains unlocked despite account unlock procedures in place, as this could indicate potential misconfiguration or deeper security issues within the AD system.", "cited_artifacts": ["KB-00012", "KB-00013", "KB-00010", "KB-00011"], "confidence": 0.6, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The service account breach suspected could be mitigated by rotating the AD password and revoking the API token to prevent unauthorized access. Immediately rotate the AD password of the svc-reporting-api account using the provided steps in KB-00012, ensuring to coordinate the rotation with downstream services to avoid disruption. For token rotation, follow the zero-downtime rotation pattern described in KB-00013, including generating a new token, updating consumers, and reassigning API access rights to new tokens without service downtime. Ensure MFA reset and account unlock procedures are followed to secure the account (if applicable), as outlined in KB-00011. Escalate to cybersecurity experts if there’s confusion in the sequence of actions or potential MFA bypass issues that aren’t explicitly covered in the KB articles.", "cited_artifacts": ["KB-00012", "KB-00013", "KB-00011"], "confidence": 0.6, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "To address the service account breach suspected, immediately revoke the current API token used by svc-reporting-api, generated at 03:00-04:00, and audit all services dependent on this account. Follow the zero-downtime rotation procedure for API tokens, revoking the old token while generating a new one. This should be done by generating the new token, then updating all dependent services with the new token, verifying all access, and finally revoking the old token. Rotate the AD password for svc-reporting-api following the Service Account Password Rotation Procedure in KB-00012, updating the new password in CyberArk/Vault first and resetting the AD password. Ensure MFA was not bypassed by checking logs and locking out the account if MFA has been enabled, as described in KB-00011. Log all steps and perform thorough auditing to identify who or what accessed the svc-reporting-api and ensure such access is restricted in the future. Escalate if any critical dependency is missed or if a user account is locked out due to MFA misconfiguration.", "cited_artifacts": ["KB-00008", "KB-00010", "KB-00011", "KB-00012"], "confidence": 0.7, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "User jsmith's AD account keeps locking due to frequent password changes and password expiration. Ensure that the password expiration policy is correctly set to a longer duration that accommodates the time between password changes, and monitor the password change event log for indications of a password being reset incorrectly or too frequently. Check for misconfigurations in Group Policy settings related to account lockout policies that may be triggering the lockout. The lockout duration and the number of failed login attempts before an account gets locked should be configured properly. Increase the lockout duration to a longer period to allow time for users to correct their passwords without locking their account too frequently. Ensure that the password history policy does not enforce users to repeatedly choose old passwords. Additionally, make sure that MFA is properly configured and the MFA has not been revoked, which can cause account lockouts. Escalate if the root cause of the account lockouts is related to incorrect password rotation policies or misconfigured AD policies that are causing frequent password resets.", "cited_artifacts": ["KB-00001", "KB-00011"], "confidence": 0.5, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The recurring lockout issue for user jsmith could be due to the password reset causing temporary lockouts in Active Directory. Once the password is changed and an account lockout occurs, the account should be unlocked immediately using `Unlock-ADAccount -Identity jsmith` in PowerShell, or manually through the Active Directory Users and Computers GUI. However, to prevent such lockouts, it's advisable to ensure strong password policies are in place, and to configure service accounts in Active Directory to avoid password locking due to high-frequency password changes or too many failed logon attempts. Password policies and lockout duration can be managed through Group Policy Preferences or similar settings within AD. Escalate the request for specific guidelines on policy settings if the user keeps experiencing lockouts despite correct password changes and account unlocking.", "cited_artifacts": ["KB-00008"], "confidence": 0.5, "escalate": false}}
```