Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The heap exhaustion in the checkout-service is likely due to an unbounded Guava Cache or Caffeine cache configured without a `maximumSize` setting in the configuration. Add `guava.cache.maximumSize` to 10000 in the application properties (application.properties or application.yml) or set `caffeine.cache.maximumSize` to 10000. Also, ensure `spring.session.timeout` in the Spring Session configuration is set to a finite value. This will prevent the cache from growing uncontrolled. For Redis eviction issues, configure Redis eviction policy to `allkeys-lru` using `redis-cli CONFIG SET maxmemory-policy allkeys-lru`. Ensure `maxmemory` is set lower than the used memory to prevent Redis memory pressure, e.g., `redis-cli CONFIG SET maxmemory 700mb` to keep Redis from growing more than 700MB. Escalation to DevOps or application engineers is advised for further tuning of these configurations based on observed behavior. Escalate to Support Ticket KB-00019 and KB-00015 for comprehensive remediation of heap leaks and excessive Redis memory usage respectively. Escalate=true", "cited_artifacts": ["KB-00019", "KB-00015"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The high memory usage in the checkout-service and Redis cache hit rate drop can be due to an unbounded session cache leading to heap bloat. Ensure that Spring Session settings for the checkout-service have the `maximumSize` configuration set for the Guava Cache or Caffeine session storage to control its size, preventing it from growing indefinitely. For example, in Spring Session configuration file, set `spring.session.store-type=org.springframework.session.jdbc.SpringSessionDataSource` and add `maximumSize=#` for the session cache. Check that `spring.session.timeout` is not left at the default, as it is set to store sessions forever by default and must be configured to expire sessions with a specific timeout, like `spring.session.timeout=30m` for 30 minutes. Escalate if configuration seems correct or run heap dumps to trace specific oops values in the logs. Escalate to escalate to check for actual unbounded caching within the session, which might cause this behavior. Escalate to JVM logs to diagnose and prevent a heap bloat disaster.", "cited_artifacts": ["KB-00019"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The increased memory usage in the checkout-service could be due to unbounded caching in Spring Session, specifically Guava Cache or Caffeine, leading to heap bloat. Ensure that for Spring Session, `spring.session.timeout` is set and configured in the application's properties to limit the cache size, or use `maximumSize` option in Guava Cache/Caffeine if applicable. Also, set JVM flags in the start command of the application server to capture heap dumps on OOM, such as `-XX:+HeapDumpOnOutOfMemoryError -XX:HeapDumpPath=/var/log/heapdumps/ -XX:+ExitOnOutOfMemoryError`, to prevent heap exhaustion leading to out-of-memory errors. Escalate to dev ops to apply these settings and check if heap usage stabilizes after deployment. Check the Spring Session configuration to ensure no expired sessions are lingering without being cleaned up, which can lead to high memory usage over time. Escalate if necessary as outlined in KB-00019 for immediate relief and root cause analysis. Cited Artifacts: [KB-00019, KB-00004, KB-00015]. Escalate: false", "cited_artifacts": ["KB-00019", "KB-00004", "KB-00015"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The high heap usage in the checkout-service is likely due to an unbounded Guava Cache or Caffeine cache without setting a maximumSize, leading to out-of-memory errors. To resolve this, add the following JVM arguments in the service configuration: `-XX:+HeapDumpOnOutOfMemoryError -XX:HeapDumpPath=/var/log/heapdumps/ -XX:+ExitOnOutOfMemoryError -XX:+CMSClassUnloadingEnabled -XX:MaxHeapFreeRatio=20 -XX:MinHeapFreeRatio=10`. Additionally, configure Guava Cache or Caffeine with a maximumSize, for example: `cache.putAll(ConcurrentHashMap.of(key, value, ...));`, or use a bounded cache by setting the `maximumSize` in Caffeine, such as `CacheBuilder.newBuilder().maximumSize(100).build()`. Escalate to the application team to ensure the memory settings and cache configurations are correctly applied in the deployed environment to prevent heap exhaustion. Check logs for additional OOM errors to confirm if setting the heap dump path and exit on OOM correctly identifies issues and forces the JVM to restart cleanly. Escalate to DevOps for manual intervention if automated heap analysis via JVM flags or Eclipse MAT is ineffective.", "cited_artifacts": ["KB-00015"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the OSPF adjacency issue in TRAIN-00021 where the adjacency is stuck in EXSTART, align the MTU of both peer interfaces and ensure `ip ospf mtu-ignore` is used on both routers or set both interfaces to the same MTU value. For the BGP route issue where the BGP route to 10.99.0.0/24 is missing in OSPF, ensure that the AS numbers match between the peer routers, MD5 passwords are set identically on both and configured correctly in the `neighbor <peer-ip> remote-as <AS>` command. Escalate to a network expert if MTU and AS configuration do not resolve the issue. Use debug commands to verify BGP configuration: `debug ip bgp events` to check for hold timer mismatches and configuration errors. Escalate if the mismatch is not fixed by adjusting BGP hold timers with the `neighbor <ip> timers <keepalive> <hold>` command. Check `show ip ospf neighbor` to ensure that MTU and area-mismatch issues are resolved. Escalate if these configurations fail to resolve the root cause, citing KB-00002, KB-00001 as relevant resources for troubleshooting.”", "cited_artifacts": ["KB-00002", "KB-00001"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the issues with OSPF adjacency stuck in EXSTART and missing BGP route in the network: Address the MTU mismatch that leads to EXSTART using `show ip ospf neighbor` to see if interfaces MTUs don't match and use `ip ospf mtu-ignore` to ignore MTU mismatch issues on both peers. For the BGP route missing issue, ensure hold timers in both neighbors are consistent with `show ip bgp neighbors <peer-ip>` and check for timers with `neighbor <ip> timers <keepalive> <hold>` and `clear ip bgp`. Correct hold-timer mismatch can be done on both routers with the correct hold timers, ensuring `hold-time` matches and updating configuration of timers on both ends. Escalation to network admin if configuration on both routers does not resolve the issue might be required. Escalate to the IP network specialist if specific timers do not match per router configuration. Ensure both routers agree on AS number and MD5 password configuration with `neighbor <ip> remote-as <AS>` for OSPF and MD5 configuration for BGP in the respective routers. The Cisco IOS logs can be checked with `debug ip bgp <peer-ip> events` for BGP notification errors and open-message-errors. Escalate to the network engineer if MD5 password mismatch is the root cause of hold-timer mismatch leading to the BGP peer session failures. For complex scenarios, escalate to the network operations center (NOC). Escalate=true.", "cited_artifacts": ["KB-00002", "KB-00001"], "confidence": 0.25, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the OSPF adjacency stuck in EXSTART and missing BGP route to 10.99.0.0/24 due to MTU mismatch and BGP hold timer mismatch, the root cause is evident in the KB-00002 and KB-00001 documents. For the MTU mismatch issue, using `show ip ospf neighbor` to check if both routers have matching MTU values fixes it with `ip ospf mtu-ignore` on interfaces. For the BGP hold timer mismatch, check `show ip ospf neighbor` and `show ip ospf neighbors` for hold timers; align timers between peers with `neighbor <ip> timers <keepalive> <hold>` for both peers. Ensure AS numbers match (`neighbor <ip> remote-as <AS>`). Escalate to the networking team to implement these steps and ensure `debug ip bgp <peer-ip> events` shows state ‘Established’ for BGP neighbors. Escalation to the networking team is necessary since these steps alone do not cover configuration mismatch which could be due to BGP configuration difference between peers. Resolve by manually checking configuration on both routers and ensuring peer configurations match up to the AS number and MD5 keys. This approach should effectively resolve the EXSTART state in EXCHANGE and the BGP route not being redistributed issue by fixing the MTU mismatch and timer mismatch.", "cited_artifacts": ["KB-00002", "KB-00001"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the OSPF adjacency failure in TRAIN-00021 where the new router's adjacency is stuck in EXSTART due to MTU differences, align MTUs on both peers or ignore MTU mismatches with `ip ospf mtu-ignore` on the interfaces involved. Check MTU mismatch with `show ip ospf neighbor` to ensure both interfaces are using the same MTU sizes. For the missing BGP route to 10.99.0.0/24, validate AS number and MD5 keys for configuration mismatch with `show bgp neighbors <peer-ip>` to ensure both routers use the same remote AS number and MD5 password. Ensure proper BGP hold timers with `neighbor <ip> timers <keepalive> <hold>` to prevent hold-timer mismatches. Escalate to an administrator if configured timers don’t resolve or if peers are in different AS numbers without specified MD5 keys set between them. Escalation is necessary if the problem remains unresolved despite correct MTU settings and BGP configurations as per KB-00001. Escalation also implies no useful artifact found that resolves the issue succinctly, leading to such a requirement.", "cited_artifacts": ["KB-00001"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For TRAIN-00021, the root causes can be addressed by focusing on both the OSPF and BGP issues. For the OSPF adjacency being stuck in EXSTART, ensure MTU mismatches are resolved by checking MTU uniformity between the two routers (`show ip ospf neighbor` for MTU check and using `ip ospf mtu-ignore` on both interfaces if MTU differences are found). For area type mismatch, ensure both routers agree on 'stub' vs 'non-stub' area configurations in `show ip ospf` (`area <id> stub`). For the missing external BGP route via OSPF, it seems authentication issues could be the culprit. Ensure MD5 keys match between peers using `debug ip ospf adj` and look for 'Invalid authentication' messages, setting `neighbor <ip> timers <keepalive> <hold>` to correct hold-timer mismatches, and confirm `neighbor <ip> remote-as <AS>` matches the peer's local AS configuration. Escalate to the network operations center if configuration settings or MTU uniformity do not resolve the EXSTART issue or if mismatched AS or MD5 keys are not the root cause. Escalate to BGP specialists for BGP-specific issues like differing hold timers, MD5 key mismatch, or AS number differences between peers. Escalate to escalate=true if these steps do not provide enough information or detail on the exact issues causing the EXSTART and missing route; in this case, refer to KB-00002 and KB-00001 for more guidance.", "cited_artifacts": ["KB-00002", "KB-00001"], "confidence": 0.25, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the OSPF adjacency failure in EXSTART state and BGP route not appearing issue in TRAIN-00021, the root cause could be mismatched MTU sizes between the interfaces of the new router and existing routers, or mismatched MD5 keys leading to silent BGP neighbor drop. Use the following steps for troubleshooting: Identify if MTU mismatch is causing EXSTART state by checking MTU sizes on each interface and aligning them or using `ip ospf mtu-ignore` on both ends where MTU does not match. For the BGP route missing issue, check if the hold timers are mismatched between the routers via `show ip bgp neighbors <peer-ip>` to ensure the BGP hold-timer intervals match (step 3 in KB-00001). Escalate to BGP configuration mismatch and MD5 password mismatch by ensuring both routers agree on AS numbers, peer configurations, and BGP hold timers. Set timers to match with `neighbor <ip> timers <keepalive> <hold>` and clarify MD5 passwords. Escalate to the networking team if no straightforward resolution is found. Escalate=true.", "cited_artifacts": ["KB-00002", "KB-00001"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The issues with OSPF adjacency stuck in EXSTART and BGP routes missing in OSPF should be resolved by addressing the specific mismatch conditions outlined in KB-00002 and KB-00001. For EXSTART issue in OSPF, the MTU must match between peers, ensure `ip ospf mtu-ignore` is used on both interfaces to bypass MTU issues, and the areas should be configured consistently (both routers must have the same area settings such as 'area <id> nssa'). Address the BGP route issue by verifying that the hold timers on both peer routers are consistent and properly configured, using `neighbor <ip> timers <keepalive> <hold>` if necessary and ensuring MD5 keys match for authentication on both ends. Escalation to network engineers with the provided KB articles is advised for manual intervention and troubleshooting as complex CLI configurations may be needed. Escalate to 'KB-00002' for MTU mismatch resolution and 'KB-00001' for BGP state and AS number mismatch issues. Escalation: escalate to 'KB-00005' for IKEv2 tunnel misconfiguration in IPSec, which could be similar in diagnosing tunnel flapping if there's a mismatch in parameters or DPD settings. 'KB-00018' is for API gateway timeouts which is not relevant here. 'KB-00003' and 'KB-00005' are not related to the described OSPF/BGP configuration issues.", "cited_artifacts": ["KB-00002", "KB-00001"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The issues in TRAIN-00021 are resolved by addressing both the OSPF and BGP configurations separately. For the OSPF adjacency issue, use KB-00002 to ensure MTU match between the two routers by using `ip ospf mtu-ignore` on both interfaces if MTU differs. For the BGP route missing in OSPF due to external routes being rejected, ensure `neighbor <ip> timers <keepalive> <hold>` are configured correctly on both routers, and that the AS numbers match between the peers. Use `debug ip bgp <peer-ip> events` to confirm the hold-timer mismatch and correct with `neighbor <ip> timers <keepalive> <hold>`. Escalate to network operations if neighbor state transitions remain in INIT, 2-WAY, or EXSTART/EXCHANGE states persist despite MTU adjustment and AS number configuration. Check for MD5 mismatch using `neighbor <ip> remote-as <AS>` and `show ip bgp neighbors <peer-ip>` for configuration mismatch. Ensure there are no ACLs blocking TCP/179. Escalate to the network operations if MTU, AS number, or MD5 key mismatches are not resolved. Use `show ip ospf neighbor` to diagnose stuck OSPF states and adjust MTU mismatch. Escalation to the network administrator if stuck states persist despite these adjustments. escalate=true.", "cited_artifacts": ["KB-00002", "KB-00001"], "confidence": 0.25, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The TLS certificate expiration on internal-api.corp.example.com requires a CSR to be generated and submitted to the IT-PKI team via ServiceNow ticket with the appropriate category 'Certificate > Internal PKI'. Use openssl to check the certificate expiry by running `openssl s_client -connect internal-api.corp.example.com:443 -servername internal-api.corp.example.com </dev/null 2>/dev/null | openssl x509 -noout -dates` to check if the certificate will expire within 14 days. For CSR generation, use `openssl req -new -newkey rsa:2048 -nodes -keyout internal-api.corp.key -out internal-api.corp.csr -subj '/CN=internal-api.corp.example.com/O=Corp/C=US'`. Add subjectAltName extension to include SANs (e.g., `subjectAltName = DNS:internal-api.corp.example.com,IP:10.10.1.53` in config file). Ensure the IT-PKI team processes the CSR with a subjectAltName extension for SANs within 2 business days. The IT-PKI team will process the CSR and reissue the certificate, renewing it ≥14 days before expiry to avoid SSL handshake errors. Escalation to the IT-PKI team would be necessary for any missing steps or issues not covered in KB-00014. Escalation to the CI/CD team for zero-downtime certificate rotation would be incorrect as this pertains to SSL certificate renewal process for internal services, not zero-downtime rotation of API tokens or SAML tokens, making the ticket type mismatch for KB-00010 and KB-00013 respectively. Therefore, escalation to the IT-PKI team is required.", "cited_artifacts": ["KB-00014"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "To renew the TLS certificate for internal-api.corp.example.com, use the process outlined in KB-00014. Generate a new CSR using the following steps: `openssl req -new -newkey rsa:2048 -nodes -keyout internal-api.key -out internal-api.csr -subj '/CN=internal-api.corp.example.com/O=Corp/C=US'`. Add SANs by creating a config file like `/CN=internal-api.corp.example.com`, `/CN=internal-api.svc.corp.example.com` with `subjectAltName = DNS:internal-api.corp.example.com,DNS:internal-api.svc.corp.example.com,IP:10.0.0.10`. Submit this CSR to the IT-PKI team via ServiceNow ticket category 'Certificate > Internal PKI' with category details for 'TLS certificate renewal.' Ensure the request is filed at least 14 days before the certificate’s expiration date. For instance, if the certificate expires tomorrow, start the CSR generation today. The IT-PKI team will handle the renewal within 2 business days. Escalation: None of the other tickets relate to certificate renewal, hence no escalation is required for this issue. ", "cited_artifacts": ["KB-00014"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The TLS certificate on internal-api.corp.example.com has expired today. To renew the certificate, follow these steps: Generate a CSR for the internal-api.corp.example.com service using the provided steps in KB-00014. Ensure that Subject Alternative Names (SANs) are added in the CSR config file. Submit the CSR to the IT-PKI team via ServiceNow with the ‘Certificate > Internal PKI’ category and ensure the ticket is flagged for urgent SLA (standard: 2 business days, P1: 4 hours) given the certificate is expiring today. Use the OpenSSL command to check the certificate expiry: `openssl s_client -connect internal-api.corp.example.com:443 -servername internal-api.corp.example.com </dev/null 2>/dev/null | openssl x509 -noout -dates` to verify the certificate is expiring within 14 days. Install the renewed certificate on services like Nginx by updating the SSL configuration as detailed in KB-00014. Escalation: If the process fails, it could be due to improper SAN configuration or service-now ticket status, check ServiceNow status and contact the IT-PKI team for immediate intervention. Escalate the request with detailed logs and ServiceNow ticket ID if needed.", "cited_artifacts": ["KB-00014"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Ensure the TLS certificate for internal-api.corp.example.com is renewed at least 14 days before it expires. Use OpenSSL to check the certificate’s expiration and generate a CSR for renewal. The CSR can be submitted via ServiceNow in the IT-PKI category with the subjectAltName field set to include <fqdn>,DNS:<alias>,IP:<ip>. Follow the steps outlined in KB-00014. Confirm submission with IT-PKI to start the renewal process with an expected SLA of 2 business days for standard renewal and 4 hours for urgent needs (as described in KB-00014). Escalate to a more experienced administrator if there are no specific guidelines for urgent renewals within 14 days. Escalation means the current knowledge base does not contain specific details for immediate certificate renewal within the days remaining before expiration, so escalate to a more senior IT-PKI specialist. ", "cited_artifacts": ["KB-00014"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The TLS certificate on internal-api.corp.example.com has expired today. Renewal must happen at least 14 days before the expiration to avoid SSL handshake errors and certificate errors in browsers. Follow the steps outlined in KB-00014: Generate a CSR using the `openssl req` command with the subjectAltName for the FQDN of the service, add SubjectAltName directives in a config file, submit the CSR to the IT-PKI team via ServiceNow with the 'Certificate > Internal PKI' category, and set up automatic renewals if possible. Use the `openssl s_client` command with the subjectAltName to check if the certificate is expiring within 14 days. Ensure that the IT-PKI team follows the SLA for standard renewals (2 business days), escalating to P1 (4 hours) in case of an urgent renewal needed for an expired cert causing an outage. Escalation to other KB articles is not required for this specific issue.", "cited_artifacts": ["KB-00014"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The TLS certificate for internal-api.corp.example.com is expiring today and must be renewed at least 14 days in advance to avoid SSL handshake errors. The renewal process can be started by generating a new CSR and adding Subject Alternative Name (SANs) for the internal API service in the IT-PKI ServiceNow ticket category 'Certificate > Internal PKI'. Use the openssl commands `openssl req -new -newkey rsa:2048 -nodes -keyout internal-api.key -out internal-api.csr -subj '/CN=internal-api.corp.example.com/O=Corp/C=US'` to generate the CSR and include the necessary SANs in a config file with `subjectAltName = DNS:internal-api.corp.example.com,IP:10.10.1.53` (assuming the IP for internal API). Submit the CSR to IT-PKI via ServiceNow with details about the renewal requirement and request a 2 business day turnaround SLA. Escalation to the IT-PKI team is recommended for timely processing. Escalate the ticket to the IT-PKI ServiceNow ticket category 'Certificate > Internal PKI'. Escalate=true due to the ticket being about a TLS certificate expiring within the next week and needing a renewal process beyond the provided KB articles on SAML configuration or API token rotation which are unrelated to the TLS certificate issue.", "cited_artifacts": ["KB-00014"], "confidence": 0.1, "escalate": true}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The TLS certificate for internal-api.corp.example.com is set to expire today. To renew it, follow these steps: Generate a CSR using the `openssl req` command with the proper subject details (CN=internal-api.corp.example.com, O=Corp, C=US) and submit the CSR to the IT-PKI team via a ServiceNow ticket in category 'Certificate > Internal PKI'. Ensure SANs are included as per the requirements, and the request should be submitted at least 14 days prior to the certificate’s expiration. Use the command `openssl s_client -connect internal-api.corp.example.com:443 -servername internal-api.corp.example.com </dev/null 2>/dev/null | openssl x509 -noout -dates` to check if the certificate is expiring within 14 days. The IT-PKI team will generate a new CSR, handle the renewal, and install the renewed certificate for services like Nginx by updating the paths in the server’s configuration file. Certificates renewed in accordance with the standard 2 business day SLA should ensure a smooth transition without affecting service availability. Escalation to the IT-PKI team for CSR generation and SLA compliance is necessary. No escalation is required as the steps are clearly outlined in KB-00014.”", "cited_artifacts": ["KB-00014"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "To renew the TLS certificate for internal-api.corp.example.com before it expires, follow the steps outlined in KB-00014. First, check the expiration with OpenSSL command to see if it is expiring within 14 days. Use the command `openssl s_client -connect internal-api.corp.example.com:443 -servername internal-api.corp.example.com </dev/null 2>/dev/null | openssl x509 -noout -checkend 1209600` which returns non-zero if expiring within 14 days. Once confirmed it’s expiring soon, use the ServiceNow ticketing system to create a new request under the 'Certificate > Internal PKI' category with the internal CA. Generate a new CSR and add Subject Alternative Name (SANs) to cover the new expiry date. Submit the CSR for renewal via ServiceNow with the correct information like Common Name (CN), Organization Unit (OU), and Country (C). The IT-PKI team will handle the renewal process and submit it for SSL/TLS certificate renewal, typically taking 2 business days. Ensure the CSR is submitted ≥14 days before the expiration date for successful renewal. Escalation is unnecessary as this ticket directly relates to KB-00014.", "cited_artifacts": ["KB-00014"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "To address the 504 Gateway Timeout issue in the billing-service, the API Gateway configuration should be examined for timeout settings configured in Kong or Nginx, like `proxy_read_timeout 60000` (in Kong, timeout should be increased, e.g., to 120000 ms if the service is slow). Check if Kong’s `downstream_response_timeout` is configured too low, which might be causing the gateway to consider the response as a timeout. Use the API Gateway access logs to see if the slow upstream service is directly responsible for the timeout, filtering by upstream_response_time. If logs show the response time is significantly long (suggests slow upstream), test direct hit on the upstream service to confirm the condition. Escalate this to the DevOps team or the team responsible for the upstream service if the timeout issues persist. For manual debugging, consider using the `curl` command to hit the upstream service directly from the API Gateway’s location or via a testing machine to see if there is a problem with the network setup or traffic bottleneck there. Escalate to Network Admins if no solution is found in the logs or configuration settings; otherwise, they might observe if the upstream service is CPU-bound or experiencing thread pool exhaustion. Check the database side for any slow queries which are blocking responses with a tool like explainplan. Use `helm history` or `kubectl rollout history` for the billing-service Kubernetes deployment to rollback to the previous version, if necessary, per KB-00020, within 15 minutes of the bad deployment to mitigate this rollback trigger for the timeout error. Escalate the ticket to the DevOps or Dev Team if other solutions are not working, and they need to identify specific issues like missing indexes, dependency slowness, or thread pool exhaustion. The DevOps or Dev Team should also monitor the service metrics and logs for further clues before confirming rollback steps are successful in resolving the timeout issue. Avoid using SSL/TLS certificate changes or DHCP scope issues as they are not mentioned as direct causes in this ticket. Escalate to the DevOps or Dev Team only when other resources have been exhausted.", "cited_artifacts": ["KB-00020", "KB-00018"], "confidence": 0.15, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "To resolve the 504 timeouts on /billing/invoice in the billing-service v3.1.0 deployment, use the following Kubernetes/Helm rollback procedure (fastest and most suitable for the system). Execute `helm rollback billing-service 0` in the command-line, where `billing-service` is the release name provided in the Kubernetes Helm chart manifest. Check for previous revisions with `helm history billing-service` or `kubectl rollout history deployment/billing-service`. Ensure that the active revision points to v3.0.8 by looking at the latest tags in the tag list of the deployment manifest. After rollback, use `kubectl rollout status deployment/billing-service --timeout=120s` to ensure pods are ready. Monitor the logs of the billing-service pods with `kubectl logs -f <pod-name>` to observe if the issue persists. Escalation steps: If the issue is resolved after rollback, no further steps are needed. If it persists, escalate to the Kubernetes administrator to ensure the environment variables and application configurations are set correctly for the rollback. Escalate to the Jenkins pipeline logs if the application environment variables are being dynamically set and ensure they match the old version's environment variables. Ensure that any custom configurations or settings in the rollback operation are maintained. If still unresolved, a thorough manual check of the dependencies, service-to-service communication configurations, and cluster configurations would be necessary. Use the Kubernetes logs to track down the root cause. Escalation to escalation: If context is still insufficient, escalate to the DevOps support ticket tracking system for further debugging and escalation. ", "cited_artifacts": ["KB-00020"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "To resolve the 504 timeouts on the /billing/invoice endpoint in billing-service v3.1.0, execute the Kubernetes/Helm rollback procedure as detailed in KB-00020. Use the Kubernetes/Helm rollback command for the billing service release to rollback to the previous version. Use `helm rollback billing-service 0` for Helm deployments or `kubectl rollout undo deployment/billing-service` for non-Helm deployments. Monitor with `helm history billing-service` or `kubectl rollout history deployment/billing-service` to ensure the version rollback was successful, and ensure all pods are ready with `kubectl rollout status deployment/billing-service --timeout=120s` or `kubectl get pods` to check the pod status and age. Escalate to the Kubernetes deployment provider for further support if necessary. Ensure the rollback was performed within 15 minutes of the bad deployment according to the SLA. Escalate the ticket to the CI/CD pipeline team if Kubernetes commands are not being accepted or if there’s a complex application rollout leading to failures, as it may involve different rollback mechanisms like VM-based rollback using symlinks (KB-00020). For database migration rollback, refer to the KB-00020 document and check if any migrations were involved in the recent deployment. Escalation to the DBA or the CI/CD pipeline team may be required if historical data about migrations is unclear or the process is not being executed as expected. Ensure SLA adherence and rollbacks executed within the 15-minute window for the rollback to be effective without further services disruptions.", "cited_artifacts": ["KB-00020"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Given the issue with the billing-service API 504 timeouts after the recent deployment, the appropriate Kubernetes/Helm rollback procedure is necessary. Use the command `helm rollback <release-name> 0` to roll back to the previous version. Ensure to check the helm history with `helm history <release-name>` or `kubectl rollout history deployment/<name>` to confirm the rollback is on the correct version. Monitor the rollout status with `kubectl rollout status deployment/<name> --timeout=120s` and verify the readiness of the pods with `kubectl get pods` for the new version is ready. Escalation might be required if the service is still failing after the rollback due to configuration drift or mismatch between the current release and the helm release details in the Kubernetes environment. Ensure to watch for the green status of all pods to indicate successful rollout. If it’s not resolved, escalate the ticket to DevOps for deeper investigation. No specific escalation to other tickets due to unique deployment specifics listed in KB-00020.”", "cited_artifacts": ["KB-00020"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "To address the API Gateway 504 timeout issue on the /billing/invoice endpoint, follow the steps in KB-00018 for troubleshooting API Gateway timeouts. Use the command `grep 504 /var/log/kong/access.log | awk '{print $7, $9}' | sort -n` to identify the slow upstream service. Next, bypass the API Gateway using `curl -w '%{time_total}' -o /dev/null http://<upstream-host>:<port>/billing/invoice` to test directly whether the timeout occurs when hitting the upstream service individually. If the timeout persists, the problem lies with the upstream service itself rather than the gateway. Address common upstream issues such as DB query regression by using `explain plan` on the slow queries to check for missing indexes and thread pool exhaustion by ensuring the service is handling requests without thread pool exhaustion. For adjusting the timeout configuration in Kong, use `proxy_read_timeout 60000` in the API Gateway configuration file to increase the timeout threshold to at least 60 seconds. Escalate this resolution in the DevOps ticket tracking system, linking to KB-00018 as the reference. Escalation to the upstream service team for performance issues on their side is recommended as well. No specific rollback or certificate renewal steps apply to this issue as they pertain to different scenarios not mentioned in the retrieved context.", "cited_artifacts": ["KB-00018"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the ticket TRAIN-00031, the 504 timeouts on /billing/invoice in the billing-service API v3.1.0 can be addressed by checking the API gateway access logs to see if the requests are timing out or the upstream service is hanging. Use the steps outlined in KB-00018 for troubleshooting. Specifically, in Step 1, use `grep 504 /var/log/kong/access.log | awk '{print $7, $9}' | sort -n` to filter requests with a 504 status in the API gateway logs. Then in Step 2, bypass the gateway by directly hitting the upstream service: `curl -w '%{time_total}' -o /dev/null http://<upstream-host>:<port>/endpoint` to check if the issue lies in the upstream service itself. If the direct hit times out similarly, this indicates the issue is in the API gateway’s timeout configuration, which should be adjusted in Kong: `proxy_read_timeout 60000` to extend the timeout setting. Escalation to the deployment logs is also advisable to check if any configuration changes or settings modifications in the Kong service related to the billing-service API deployment have led to this. Escalate to the relevant team for detailed Kubernetes deployment history and the rollback steps if necessary, as described in KB-00020, to see if the rollback was due to recent changes in the service configuration causing the timeouts. Ensure that there are no misconfigured timeouts and dependencies causing the timeout issue. This should help pinpoint and fix the 504 timeout problem.”", "cited_artifacts": ["KB-00018"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "To resolve the billing-service API v3.1.0 504 timeouts, follow the API Gateway 504 Timeout Troubleshooting steps from KB-00018: First, filter for 504s in the API gateway access logs: `grep 504 /var/log/kong/access.log | awk '{print $7, $9}' | sort -n` to find the slow upstream. Then, bypass the gateway directly by hitting the upstream service with `curl -w '%{time_total}' -o /dev/null http://<upstream-host>:<port>/endpoint` to ensure the issue isn’t the gateway itself but the upstream service. For upstream causes, check if DB queries are slow or if there’s thread pool exhaustion. Address these by optimizing queries and tuning thread pool settings in the upstream service config. Lastly, adjust Kong timeout configurations if needed: `proxy_read_timeout 60000` in Kong’s configuration file to ensure the timeout is set correctly and isn’t causing delays. Escalation to a more specific upstream service diagnostic might be required if issue persists. Ensure there is no thread pool exhaustion and dependency slowness in the backend service. Confirm the configuration settings and patch the upstream service to resolve timeouts. Escalation to networking or application teams for handling persistent issues is advisable.", "cited_artifacts": ["KB-00018"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "To address the billing-service v3.1.0 deployment issues causing 504 timeouts on /billing/invoice, the steps must be taken to ensure the rollback process is properly executed based on the Kubernetes/Helm deployment details outlined in KB-00020. Follow the Kubernetes/Helm rollback procedure where the Kubectl rollback command should be used to move back to the previous revision before the current bad deployment. Use `kubectl rollout undo deployment/<billing-service-name> 0` or `helm rollback <billing-service-release-name> 0` according to whether the billing-service is deployed via Helm or directly in Kubernetes. Ensure there are no pending applications or ongoing workloads that could conflict with a quick rollback. Post-rollback, use `kubectl rollout status deployment/<billing-service-name> --timeout=120s` to observe the readiness of the pods to ensure the rollback was successful. Escalation is necessary if the timeout resolution does not occur during the rollout period as Kubernetes’ default timeout might be too conservative. Ensure the billing-service is unbound from the API Gateway to avoid clash with different versions of the billing service during the rollback process. Check if the upstream service is responsible for the timeout and resolve it accordingly by modifying Kong’s timeout configurations if applicable. Escalate the ticket to the deployment team for monitoring logs and application health during the rollback to confirm whether the timeout issue has been resolved. If required, other rollback tools provided in KB-00020 such as Kubernetes/VM-based rollbacks may be used for legacy VM deployments, but Helm should be prioritized due to the nature of this service’s deployment. Set timelines strictly according to the SLA to ensure the rollback process does not exceed the specified 15-minute threshold per KB-00020. Escalate to the Kubernetes/Deployment Management Specialist or the DevOps team if needed for complex rollback setups not covered by the provided documentation.", "cited_artifacts": ["KB-00020"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The CrashLoopBackOff in the notification-service v1.5.2 deployment could be due to a memory limit set too low in the deployment YAML that Kubernetes is not automatically increasing. Specifically, this could indicate an OOMKilled (Out of Memory Killed) error. Ensure the memory limit is set correctly without hitting the memory limit threshold. For example, ensure `resources.limits.memory` in the deployment YAML is set to a reasonable amount (e.g., 1Gi or 128Mi) and not too high (e.g., 2Gi). Use `kubectl describe pod <pod>` to check if the memory limit configuration in the deployment YAML is appropriate and aligned with the system limits. Escalate this to a DevOps engineer familiar with Kubernetes YAML to ensure the YAML file sets the memory limit properly. Additionally, ensure that the annotation 'affinity' or 'toleration' does not interfere with the memory limits. If the error is due to an unbound memory limit, adjust the values in the deployment YAML, commit the changes, and then restart the deployment. Ensure the service is not configured to leak memory by examining the container logs for any error messages. Address the configuration errors by ensuring the ConfigMap YAML is properly mapped in the deployment manifest. Escalate to a senior DevOps or Operations support for intervention if OOMKilled persists despite the adjustments in the Kubernetes YAML and manifest configuration. Escalate the case to DevOps support if other root causes like ConfigMap errors or misconfigured Configurations are not present. No other artifact cited is specific to CrashLoopBackOff issues specifically tied to Kubernetes memory limits and configuration for deployment YAML or StatefulSet setups. Ensure there are no misconfigured StatefulSets or PersistentVolumes (PV/PVCs) tied to the issues. ", "cited_artifacts": ["KB-00017"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The CrashLoopBackOff issue in the notification-service deployment likely stems from a memory limit set in the Kubernetes deployment YAML that is too low, causing the container to exit non-zero (OOMKilled). To diagnose and resolve this, use the following command to check the current resource limits: `kubectl get deployment <notification-service> -o yaml | grep -i limits` in the namespace where the deployment is set up. If the limits memory is too low, increase it as per your application requirements in the deployment YAML file. Escalate to the DevOps team for validating changes in the Kubernetes YAML if the symptom persists. Ensure that the volumes defined in the deployment YAML have enough space to prevent I/O exhaustion leading to OOMKilled. Additionally, confirm that the liveness and readiness probes in the deployment YAML are set to avoid the container restarting indefinitely. For example, set liveness probe to be tolerant of non-zero exit codes if the service is up: `livenessProbe: exec: command: ['sh', '-c', 'sleep 300'] timeoutSeconds: 300` and readinessProbe timeoutSeconds similarly to prevent restart loops. Escalate to the DevOps or SysAdmin team if further steps are needed, such as updating the configuration or rolling back to a previous successful deployment if the rollback is allowed and successful in Kubernetes YAML history. Check for missing secrets and config map errors via commands like `kubectl get cm <name>` and `kubectl get secret <name>` for ensuring all required configurations are provided. Escalate to DevOps if resources limits aren’t the issue, for deeper inspection of the application itself for causes of memory leaks or configuration misalignment with application demands, possibly related to container runtime settings or pod specification configuration within Kubernetes YAML. Escalate to CI/CD tool or platform support if issue persists even after all checks, such as enabling verbose logs with configmaps, volume mounts, container resources, and exec probes settings using kubectl describe commands for detailed insights into how the deployment interacts with Kubernetes environment. None of the provided tickets specifically address zero-downtime rotation of API tokens as mentioned in the Zero-downtime rotation pattern but this does not seem to apply to Kubernetes deployment issues. Escalate to the CI/CD tool or platform support ticket if needed, as it refers to different contexts.", "cited_artifacts": ["KB-00017"], "confidence": 0


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Escalate to the Kubernetes engineer to gather the following information from the CrashLoopBackOff pods in the notification-service deployment: \n`kubectl logs <pod> --previous` to see the logs from the previous container run. Additionally, check for events in the Events section of the pod using `kubectl describe pod <pod>` to identify if there are 'OOMKilled' (for memory limits), 'Error' (for non-zero exit statuses), or 'CreateContainerConfigError' (for config map issues). Use `kubectl get secret <name>` to confirm the secret is available in the namespace if related to a secret being missing. For ConfigMap issues, check `kubectl get cm <name> -o yaml` to ensure the YAML structure is valid. The engineer should also consider increasing memory limits if the 'OOMKilled' error is present by adding `resources.limits.memory` to the deployment YAML. Escalation to the Kubernetes engineer may be needed to further investigate the specific reason given the complexity of the logs. Monitor the status of the deployment rollout using `kubectl rollout status deployment/notification-service --timeout=120s` to check if the issue resolves over time or if another step needs adjustment. Escalation to a CI/CD expert in Kubernetes orchestration is recommended if these steps fail to resolve the issue.", "cited_artifacts": ["KB-00017"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "To diagnose the CrashLoopBackOff for the notification-service pods in Kubernetes, we should first check the events for the deployment and examine the previous container run logs to understand why the pods are crashing. Use the kubectl describe pod <pod> command to look at the Events section which can show if the issue is an OutOfMemory (OOM) situation, missing secrets, bad config, or misconfigured liveness probes. Example command: `kubectl describe pod <pod>` and look for 'OOMKilled' or 'Error' in the Events section. For liveness probe misconfiguration, check if the `livenessProbe` in the deployment yaml includes a failing `failureThreshold` setting (default is 3). For memory limits, ensure the `resources.limits.memory` in the deployment yaml does not set too low memory limit. Escalation will involve checking the logs and YAML configurations with the mentioned steps from KB-00017. Escalation if needed would look for similar events in history logs of the deployment to detect common root causes like missing secrets or misconfigured memory limits. If persistent, refer to Kubernetes documentation for further guidance.", "cited_artifacts": ["KB-00017"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "To diagnose the CrashLoopBackOff issue in the notification-service v1.5.2 deployment, start by executing the following commands: kubectl logs <pod> --previous to see the logs from the previous container run. This will help identify the cause of the failure. Check the events in the pod using kubectl describe pod <pod> to look for messages such as 'OOMKilled' (low memory limits) or 'Error' (non-zero exit status), which can be indicative of bad environment variables or missing secrets. Ensure that the memory limits in the deployment YAML file are adequate and that there are no bad environment variables set that could cause this. For example, ensuring that resources.limits.memory is set to a reasonable value like 1Gi for 512Mi memory needs to be checked in the deployment manifest. Escalate to KB-00017 if no immediate cause is found. If memory limits are correct, ensure that secrets are properly referenced in the deployment YAML file and that required secret names match those in the namespace. Escalate for further steps or consultation with a Kubernetes expert if the root cause is not immediately clear. For secrets, use kubectl get secret <name> to check for secret existence in the namespace. Monitor the application logs in the Kubernetes dashboard or using kubectl logs for more clues about the root cause. If there’s no specific environment variable or secret issue, consider if it’s related to memory allocation or other memory constraints within the container definition. Ensure the LivenessProbe is not too aggressive in your deployment YAML, setting up timeouts or readiness probes to avoid timeouts causing restarts unnecessarily. Escalation to KB-00017 for specific examples and steps if the issue persists.", "cited_artifacts": ["KB-00017"], "confidence": 0.15, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "To diagnose why the notification-service v1.5.2 deployment is causing pods to CrashLoopBackOff, follow these steps using the Kubernetes CrashLoopBackOff root cause diagnosis from KB-00017. Run `kubectl logs <pod> --previous` to view the logs of the previous container run, which will give information on why the container crashed. Use `kubectl describe pod <pod>` to examine the Events section, which will show messages like 'OOMKilled', 'Error', or 'CreateContainerConfigError' indicating common root causes such as a memory limit set too low for the container or missing secrets. If the problem is with secrets or config mapping, run `kubectl get secret <name>` to ensure the secret is accessible in the namespace, and `kubectl get cm <name> -o yaml` to ensure the ConfigMap is properly formatted. Ensure that the 'RestartPolicy' in the deployment YAML and 'livenessProbe'/'readinessProbe' metrics are configured correctly. For OOMKilled, increase the resource limits or fix the memory leak. Escalate to the developer or CI/CD pipeline team to ensure the deployment YAML is correct. Use Helm if used for deployment; run `helm history <release-name>` or `kubectl rollout history deployment/<name>` to see previous revisions and roll back using `helm rollback <release-name> 0` or `kubectl rollout undo deployment/<name>` if Helm is not being used. Escalate to the developer for issues specific to the service or framework used in the application. Resolve by checking logs, correct secrets, ensure resource constraints, fix misconfiguration of liveness/readiness probes, and use the steps from KB-00017. Escalate to the system administrator or release manager if logs show no obvious Kubernetes error patterns.", "cited_artifacts": ["KB-00017"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The CrashLoopBackOff issue in the notification-service v1.5.2 deployment can be diagnosed by running the following commands: First, check for missing secrets with `kubectl get secret <secret-name> -n <namespace>` to ensure the secret exists in the target namespace. Next, examine the YAML configuration of the ConfigMap injected via `kubectl get cm <configmap-name> -o yaml` for any config errors, as bad configuration may lead to container exit non-zero states. Finally, ensure that the resource limits specified in the deployment yaml are not too restrictive, by checking `kubectl describe pod <pod> --namespace <namespace> | grep Limit` and confirming the memory or cpu limits do not exceed what the deployment node is able to provide. Escalation might be needed if issues persist beyond these steps, but the above diagnostics cover the common causes listed in KB-00017. No other artifacts were identified that directly relate to the described issue in KB-00013 or KB-00020, as these tickets pertain to different application lifecycle management and authentication/scim setup, not crash loop backoff directly.", "cited_artifacts": ["KB-00017"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Given the CrashLoopBackOff issue with the notification-service pods after deploying v1.5.2, the relevant steps are from KB-00017. To diagnose the root cause, we should run `kubectl describe pod <pod> -o wide` for the CrashLoopBackOff pod to check if it shows a 'OOMKilled' in the Events section. Use `kubectl logs <pod> --previous` to see crash logs from the last run. Additionally, check the resources.limits.memory in the deployment manifest to ensure it is reasonable given the container’s resource usage. Escalation to KB-00017 and referenced context is sufficient for addressing this issue without resorting to other rollback or setup procedures found in other KB articles. Escalation is not necessary. ", "cited_artifacts": ["KB-00017"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The ticket should be resolved by following the API token rotation and revocation procedure in KB-00013 and service account password rotation in KB-00012. For API token revocation and rotation, use the following steps: 1. Generate a new token with an expiry set to 90 days via Jenkins API tokens or generic REST API tokens in Vault. Use POST /api/v1/tokens to create a new token, set expiration, and apply the token to all clients. 2. Use DELETE /api/v1/tokens/{id} to revoke the old token. Ensure to update consumers of the token one by one or via rolling deployment. For service account password rotation, update the new password in CyberArk Vault first, then in the AD using the Set-ADAccountPassword cmdlet. Use the procedure in KB-00012 to identify dependent services and update them in the specified order. Escalate these tasks to the security team for immediate action and ensure all steps are performed correctly to prevent service disruptions. This should cover all required actions without additional escalation needed. Escalation would be indicated by insufficient procedures in the KBs for multi-platform token revocation, user account MFA bypass confirmation, or Azure Entra specific actions not detailed.", "cited_artifacts": ["KB-00012", "KB-00013"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Revoking the API token should be done by generating a new token while the old one is still valid, and then updating consumers from the old token to the new one in a sequence controlled by Jenkinsfile or similar deployment scripts. For the Jenkins API token, update Jenkins user settings: `gam update user <email> is2svEnrolled false` to reset the token without affecting the active session. Ensure MFA bypass was mitigated by checking Okta Admin Console > Directory > People and resetting multifactor accordingly, confirming through Okta Admin > More Actions > Reset Multifactor or PowerShell cmdlet if the user identity is verified via video call or badge scan. Password rotation in Active Directory as per KB-00012 ensures consistent service access without breakage. For the service account, follow the CyberArk vault password rotation steps, especially ensuring new passwords match the HashiCorp Vault settings by scripting the vault operations. Escalation to CyberArk support may be needed for more specific configurations in PowerShell. If all other steps are followed meticulously, the ticket can be addressed without additional escalation.”", "cited_artifacts": ["KB-00012", "KB-00013"], "confidence": 0.15, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "To address TRAIN-00036, the steps should follow the zero-downtime rotation pattern for API tokens and updates for credential management in service accounts as detailed in KB-00013 and KB-00012. For the service account breach, the quick steps are: 1) Immediately revoke the old API token via the platform-specific credentials management tool (e.g., Jenkins, Vault, or REST API token management endpoint). 2) Use CyberArk Vault to update the new password in step 2 of KB-00012. Follow the API token rotation steps in KB-00013, ensuring the old token is revoked and the new token is rolled out in a sequential and controlled manner without service disruption. For rotating AD passwords and MFA resets, use KB-00012 for service account password rotation and KB-00011 for MFA reset and account unlock procedures. Escalation to the platform-specific API tokens documentation or IT service desk for specific settings might be required for precise implementation. Ensure all steps are documented and recorded in the incident management system for future reference and audit trail.", "cited_artifacts": ["KB-00012", "KB-00013", "KB-00011"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "To resolve TRAIN-00036, we need to follow these steps: \n\n1. **API Token Revocation and Rotation**: Use the zero-downtime rotation pattern from KB-00013. Generate a new token while the old one is still valid. Update all consumers of the token sequentially and ensure all consumers are using the new token. Revoke the old token immediately via REST API endpoints and ensure Vault policies enforce token expiry within 90 days. \n\n2. **Password Rotation in AD**: For svc-reporting-api using the CyberArk Vault, update the new password with a fresh token in CyberArk/Vault first before updating in AD. Use the command `Set-ADAccountPassword -Identity <svc-account> -NewPassword (ConvertTo-SecureString '<new-password>' -AsPlainText -Force) -Reset` and ensure subsequent steps in Step 1 to Step 4 of KB-00012 are followed. \n\n3. **Disable Multi-Factor Authentication (MFA)**: If using Okta, use the Okta Admin Console to reset the user’s MFA by clicking user > More Actions > Reset Multifactor and confirming the reset. Ensure the user has no active sessions, as indicated in Okta’s ‘Current Sessions’ feature. Else, follow Azure AD/Entra MFA reset via PowerShell as mentioned in KB-00010. Be cautious to prevent any potential hijacks. \n\n4. **Audit all Services**: For dependent services, use the Get-ADUser command in PowerShell to list the dependent services and check config files for the service account. Escalation of ticket to an expert in AD and service dependencies is advisable to ensure all services are covered. \n\nCited Artifacts: KB-00012, KB-00013, KB-00011", "cited_artifacts": ["KB-00012", "KB-00013", "KB-00011"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the ticket TRAIN-00036, the escalation to the security team is advised due to the complexity of tasks involving account rotation, token revocation, and audit; the steps are specific to IT systems and APIs with little context for automation in the given resources. Immediate revocation of the current token can be managed by using generic REST API tokens with the CLI (assuming the platform supports it) by POST /api/v1/tokens/{id} to revoke the token. The credentials rotation should follow the Zero-downtime rotation pattern from KB-00013, starting with generating a new token, followed by deployment updates, ensuring zero downtime while ensuring all consumers transition to the new token. For password rotation, use the procedure from KB-00012: update the new password in CyberArk / HashiCorp Vault first and then in the Active Directory using Set-ADAccountPassword in PowerShell. To check if MFA was bypassed, an expert in Okta Admin Console or Azure AD portal should be consulted to monitor the user behavior and alert on any unauthorized access anomalies. Escalation to the DevOps or Security department for detailed scripting and audit logs is recommended. The tokens must be rotated in a controlled manner with zero downtime, and the Password reset for the service account should be done by an IT Admin with expertise in AD and Vault operations, following KB-00012’s steps. Secure the entire process with consistent monitoring and automated alerts in place for security audits.", "cited_artifacts": ["KB-00012", "KB-00013"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the ticket TRAIN-00036, API token rotation and service account password reset procedures need to be followed immediately. Use the API Zero-downtime rotation pattern outlined in KB-00013 to rotate the API token. Step 1: Generate a new token while the old token is still valid. Step 2: Update all consumers (Jenkins, service applications, etc.) one by one or via rolling deployment with the new token credentials. Step 3: Ensure all consumers are using the new token by verifying access logs. Step 4: Revoke the old token via the platform’s API. For password reset, use the CyberArk vault procedure from KB-00012, ensuring dependencies are updated in step 1. Set the new password in step 2 of the CyberArk vault procedure with Atomic action to avoid disruption. For MFA bypass, ensure these steps are followed as per the KB-00010 for Okta Admin Console MFA reset; terminate all sessions and re-enroll user in Okta, ensuring no other sessions are active by checking the ‘Current Sessions’ tab. Escalation to IT Security Manager and CyberArk Administrator is recommended for comprehensive oversight. Ensure all steps are logged in logs and a post-incident review conducted for prevention in the future.", "cited_artifacts": ["KB-00012", "KB-00013"], "confidence": 0.15, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "To rotate credentials, audit usage, and manage security breach for the svc-reporting-api, follow these steps: Use KB-00012 for AD password rotation and KB-00013 for API token revocation. For API token revocation and zero-downtime rotation, create a NEW token while the OLD token is still valid using the pattern described in KB-00013. In Jenkins, use `jenkinspipeline` or Jenkinsfile to bind the old credentials to allow for token rotation. On the service account aspect, follow KB-00012 for AD password rotation, specifically updating the new password in the PAM vault first and then rotating in AD. Use PowerShell with `Set-ADAccountPassword` for the new password. For MFA reset, use the Okta Admin Console for Okta (KB-00010) or PowerShell with `Set-MgUserAuthenticationRequirement` for Azure AD. Escalation to the appropriate security team or sysadmins is recommended for detailed steps and to ensure proper revocation and rotation are done correctly and securely. Ensure all actions comply with the company’s security policy, including credential rotation within the mandated time frame, and that MFA bypasses are fully audited and prevented. Lastly, deploy a SIEM solution to monitor API calls and user activity for further incident detection and response. Escalation to the SOC or Security Operations Center is advised for persistent monitoring and log analysis.", "cited_artifacts": ["KB-00012", "KB-00013"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The ticket should be resolved by following the API token rotation procedure outlined in KB-00013 and the Service Account password rotation procedure in KB-00012. For API token rotation, the steps are: \n\n1. Use Jenkins API Tokens settings to generate a new token with expiration in -14 days. Update Jenkinsfile credentials binding to use the new token before removing the old token from the user account. \n\n2. Jenkins API Tokens Setting: Go to Jenkins -> User -> Configuration -> API Token -> Add new token and set expiration date in Jenkinsfile to -14 days, and then update Jenkinsfile credentials binding to the new token.\n\nFor password rotation, follow KB-00012:\n\n1. Before rotating, update the new password in CyberArk Vault in order to ensure downstream services can retrieve it atomically (Step 2).\n2. Use the 'Set-ADAccountPassword' cmdlet in PowerShell to reset the AD password with the new password (Step 3).\n3. Update dependent Windows services, IIS Application Pools, and scheduled tasks in order to ensure the transition is seamless (Step 4).\n\nMFA bypass should be checked in the Okta Admin Console under Users/People/More Actions/Reset Multifactor and confirmed if no active sessions are open for the user (KB-00010). Escalate to an IT Admin or developer familiar with the system’s API tokens and services dependencies for detailed implementation steps. It's also crucial to enforce lockout policies, account lockout status management, and use of Okta MFA reset as per KB-00011 guidelines for safe MFA management.', "cited_artifacts": ["KB-00012", "KB-00013"], "confidence": 0.15, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the issue with users on floor 4 getting APIPA addresses (169.254.x.x), the immediate mitigation steps should be taken according to KB-00006. Use the following steps: `show ip dhcp pool` to confirm if the utilization of the DHCP scope for the VLAN 40 (10.40.0.0/24) is above 95% and address it with `clear ip dhcp binding *` to force all clients to renew, followed by identifying and expiring stale leases with `show ip dhcp binding | include Expiry` to find entries with expiry >7 days in the future. Ensure DHCP snooping is enabled for VLAN 40 to prevent rogue DHCP servers from consuming addresses. If lease time needs to be reduced, use `ip dhcp pool CORP_WIFI / lease 1`. Escalation to a network engineer for maintenance window coordination and system adjustment is recommended. `cited_artifacts`: ['KB-00006']}", "cited_artifacts": ["KB-00006"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the issue of users on VLAN 40 (10.40.0.0/24) getting APIPA addresses, use KB-00006 for guidance. Run `show ip dhcp pool` to check DHCP pool utilization. If utilization is over 95%, execute `clear ip dhcp binding *` in the maintenance window to force clients to renew their leases. For identified stale leases, use `show ip dhcp binding | include Expiry` to locate those with expiry >7 days and cross-reference with `show ip arp | include <subnet>` to find entries with ‘Incomplete’. If lease exhaustion due to scope fullness, consider reducing the lease time to 1 day (`ip dhcp pool CORP_WIFI / lease 1`), adding another secondary pool if needed, or expanding the scope to /23, or to /24 with DHCP scope exhaustion as per KB-00006. Escalation to IT Operations if this does not resolve the issue.", "cited_artifacts": ["KB-00006"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the DHCP scope exhaustion issue on VLAN 40 with APIPA addresses, apply KB-00006 steps: Use `show ip dhcp pool` to confirm utilization. If utilization is >95%, execute `clear ip dhcp binding *` to force all clients to renew DHCP. For targeted stale leases, use `clear ip dhcp binding <specific-ip>` or `show ip dhcp binding | include Expiry` to identify and clear the stale ones. For permanent fix options, reduce the lease time to 1 day (`ip dhcp pool CORP_WIFI / lease 1`), expand the scope with a secondary pool, or supernet to /23 to reduce scope exhaustion risks. Escalation would be necessary for understanding clock skew or asserting attribute mismatches (not applicable to DHCP exhaustion). For KB-00006, escalate the task to the network operations team for implementation as per steps 1 to 3. No escalation needed from the provided context for the other KBs.", "cited_artifacts": ["KB-00006"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The issue with users on floor 4 getting APIPA addresses is due to DHCP scope exhaustion. In KB-00006, steps to mitigate this issue are outlined. Specifically, use `show ip dhcp pool` to check if the DHCP pool utilization is over 95%. If so, use `clear ip dhcp binding *` to force all clients to re-bind and renew leases. Additionally, check for stale leases using `show ip dhcp binding | include Expiry` and `show ip arp | include <subnet>` to find entries older than 7 days. For permanent fixes, reduce the DHCP lease time to 1 day by running `ip dhcp pool CORP_WIFI / lease 1` or expand the DHCP scope by sub-netting to /23, adding a new secondary pool, or enabling DHCP snooping. Escalation from the ticket details to KB-00006 is confirmed. 'cited_artifacts": ["KB-00006"]}
```
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The users on floor 4 getting APIPA addresses are most likely due to DHCP scope exhaustion. To address this, the network technician should use `show ip dhcp pool` to check for high utilization (over 95%) which triggers DHCP exhaustion. If true, proceed with `clear ip dhcp binding *` to force all clients to re-bind and renew their leases. Use `show ip dhcp binding | include Expiry` to identify stale entries and `show ip arp | include <subnet>` to check for orphans with 'Incomplete' status. For permanent fixes, consider reducing the DHCP lease time to 1 day with `ip dhcp pool CORP_WIFI / lease 1`, expanding the DHCP scope using sub-netting to /23 or adding a secondary DHCP pool, and enabling DHCP snooping to prevent misuse of addresses. KB-00006 provides a clear roadmap for these steps. 'cited_artifacts": ["KB-00006"]}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The DHCP scope exhaustion on VLAN 40 (10.40.0.0/24) leading to clients defaulting to APIPA addresses can be resolved by following KB-00006 steps. Use the command `show ip dhcp pool` to confirm that the utilization for the VLAN 40 scope is above 95%. If confirmed, execute `clear ip dhcp binding *` to force a renewal across the VLAN 40 network, ensuring that client DHCP leases are refreshed. Alternatively, `clear ip dhcp binding <specific-ip>` for individual client addresses if only certain users are getting APIPA. Identify stale leases using `show ip dhcp binding | include Expiry` for entries older than 7 days and cross-reference with `show ip arp | include 10.40.0.0` for any 'Incomplete' entries. For permanent fixes, reduce DHCP lease time to one day with `ip dhcp pool CORP_WIFI / lease 1`, or add a secondary DHCP pool if scope exhaustion continues. Escalate to network admin if problems persist after these steps.", "cited_artifacts": ["KB-00006"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "To address the users on floor 4 getting APIPA addresses (169.254.x.x), follow KB-00006 for DHCP scope exhaustion: `show ip dhcp pool` to confirm the DHCP pool's utilization with utilization >95% indicating exhaustion. Use `clear ip dhcp binding *` to force a DHCP lease renewal for all clients. To identify and clear stale leases, run `show ip dhcp binding | include Expiry` and `show ip arp | include <subnet>` for orphaned entries with 'Incomplete' status. For permanent fixes, reduce the DHCP lease time from 8 days to 1 day using `ip dhcp pool CORP_WIFI / lease 1`. Escalation to IT Admins for detailed troubleshooting or adding a new secondary DHCP pool is advisable if the scope still exceeds capacity. Ensure DHCP snooping is enabled on switches to prevent rogue DHCP servers. Escalation to Network Operations Center (NOC) for further configuration changes might be necessary. ", "cited_artifacts": ["KB-00006"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "To resolve the issue where users on VLAN 40 (10.40.0.0/24) are receiving APIPA addresses (169.254.x.x) on floor 4, we should use the KB-00006 article. The immediate mitigation steps for DHCP scope exhaustion include using the commands: `show ip dhcp pool` to confirm the pool utilization (>95% indicates scope exhaustion). If this is the case, the next steps are: `clear ip dhcp binding *` to force an IP renewal and `clear ip dhcp binding <specific-ip>` to target specific stale leases. For permanent fixes, reducing the DHCP lease time from 8 days to 1 day (`ip dhcp pool CORP_WIFI / lease 1`), expanding the DHCP scope by supernetting to /23, or adding a new secondary DHCP pool could be considered. Escalation would be necessary if these steps do not resolve the issue. ”", "cited_artifacts": ["KB-00006"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The issue with users on VLAN 40 (10.40.0.0/24) getting APIPA addresses (169.254.x.x) is due to DHCP scope exhaustion. Use KB-00006 for resolution. Immediate steps involve checking DHCP pool utilization with `show ip dhcp pool` and ensuring there are no stale leases. Use `show ip dhcp binding | include Expiry` to identify leases older than 7 days and `show ip arp | include 10.40.0.0` to identify stale entries with the ARP table. Optionally, to permanently fix, reduce the DHCP lease time from 8 days to 1 day with `ip dhcp pool CORP_WIFI / lease 1` or expand the scope by reducing the subnet mask to /23 or adding a secondary DHCP pool. Escalation to network ops or sysadmins for these operations is advised. No escalation is necessary as the solution is directly applicable from the provided KB-00006 article.", "cited_artifacts": ["KB-00006"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Escalation is required as the provided KB articles do not cover Conditional Access policies or Intune enrollment for external contractors in Entra ID. No clear steps are available in KB-00003, KB-00011, and KB-00008 for the Entra ID Conditional Access policy blockages in this scenario. IT personnel should consult the specific Entra ID or Okta Admin Console runbooks for Conditional Access policies, which might have the necessary steps provided for this setup.", "cited_artifacts": ["KB-00008"], "confidence": 0.1, "escalate": true}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Escalation to a specific runbook for Entra ID Conditional Access policy configurations is needed here. Given that KB-00003 covers basic DNS resolution failures, it does not apply to Conditional Access policy issues. Similarly, KB-00011 and KB-00008 focus on authentication and MFA reset steps which are not relevant to Conditional Access policies. Thus, there is no direct tool cited for the Entra ID Conditional Access policy blocking scenario as mentioned in the ticket. Escalation is required to address this specific Conditional Access policy issue in a way relevant to Entra policies and runbooks, which are not included in the context provided. Escalate to contact Entra Support directly for a runbook and steps relevant to the described Conditional Access blocking issue with external contractors.", "cited_artifacts": [], "confidence": 0.1, "escalate": true}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Escalate to a system administrator for a bespoke solution or consult ITSM ticketing system directly for conditional access policy specifics within Entra. For now, note KB-00008 and KB-00011 do not directly address the Entra ID Conditional Access policy issue for external contractors or non-Intune enrollment scenarios. Hence, escalate this ticket to a Security Engineer with expertise in Conditional Access policies to review the configuration in Entra ID portal and possibly request a customization or exemption for this specific use case. Escalation list: KB-00008, KB-00011.", "cited_artifacts": ["KB-00008", "KB-00011"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Escalation to expert knowledge. The provided KBs do not specifically address the Entra ID Conditional Access policy issue for blocking external contractors due to the wrong device requirement and personal use of non-Enrolled Intune devices. The policies mentioned do not align directly with the Entra ID Conditional Access settings, making this a specialized Conditional Access policy set issue that would require support directly from Microsoft’s Entra ID admin portal or reaching out to their Conditional Access runbook, which is not present in the KBs mentioned. Escalation is required for this specific policy configuration.", "cited_artifacts": ["KB-00008"], "confidence": 0.1, "escalate": true}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Escalation ticket to an expert on Microsoft Entra services due to the need for Entra ID Conditional Access policy customization for non-Enrollable devices such as personal laptops. The policy should be set as 'Any Device' under Device restrictions. Consult KB-00008 for further details on Active Directory auth failures and KB-00011 for MFA policies since these are not directly applicable. It is advised to consult with MS Entra support for a specific runbook on Conditional Access policies for un-enrollable devices under EU GDPR compliance. No direct fixes are listed for Intune non-compliance in this KB, so seek expert intervention.", "cited_artifacts": ["KB-00008"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Escalation to the ITSM Ticketing System due to no direct guidance for Entra ID Conditional Access policies in the KB articles provided. The IT Admin should seek updates on Entra ID Conditional Access policies or check if Okta Admin Console has a specific runbook for blocking external contractors with personal devices. Escalate to Microsoft Support for expert consultation on policies and potential runbooks for such scenarios. No specific steps for ticket resolution are present within the provided KB articles. [KB-00008] [KB-00011] [KB-00003]", "cited_artifacts": ["KB-00008", "KB-00011", "KB-00003"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Escalation needed as the provided KB articles do not cover Entra ID Conditional Access policy configuration or specific scenarios for Intune enrollment issues for non-Enrolled devices. The relevant documentation for this specific scenario is unavailable within the provided context. Escalate the ticket to the security or IT operations helpdesk where the Entra ID policy setup knowledge can be sought for a tailored solution.", "cited_artifacts": ["KB-00003"], "confidence": 0.1, "escalate": true}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Since the ticket involves Entra ID Conditional Access blocking external contractors due to a non-Enrolled device, we should escalate to Entra support or an equivalent ITSM for this specific use case, as the provided KB articles cover AD and MFA issues, but not Conditional Access policies under Entra. Escalate ticket to ITSM or Entra support with details on the Conditional Access policy requirement, the use of personal non-Enrollable devices for contractors, and Entra’s documentation for Conditional Access setup, ensuring adherence to Entra support guidelines for proper resolution. No specific article directly addresses the Conditional Access scenario for non-Enrollable devices used by contractors.", "cited_artifacts": ["KB-00008"], "confidence": 0.1, "escalate": true}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the DHCP pool exhaustion on VLAN 60, run `show ip dhcp pool` to check utilization status. If the utilization exceeds 95%, execute `clear ip dhcp binding *` in the maintenance window to force a DHCP lease renewal. Additionally, identify and clear specific stale leases by using `clear ip dhcp binding <specific-ip>` for targeted stale entries. Permanent fixes include reducing the DHCP lease time to 1 day with `ip dhcp pool CORP_IOT / lease 1` or expanding the scope if `/24` is full. Escalation: for CRC errors, on the switch, run `show interface <int> | include CRC|input|output` to check if the duplex settings are mismatched. Ensure that speed and duplex are set as `speed 1000 / duplex full`. For example, on an access switch, execute `interface GigabitEthernet 0/10; speed 1000; duplex full` and recheck CRC error rates using the counter check method until it stabilizes below the 1% threshold. Escalation would indicate that the issue could be linked to other causes not covered here and should be escalated to networking or devops for further assessment.”", "cited_artifacts": ["KB-00007"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the IoT VLAN 60 DHCP pool exhaustion, use KB-00006 steps to resolve: 1. Check utilization with `show ip dhcp pool` and note the current utilization is 98%, which is high. Proceed with `clear ip dhcp binding *` to force all clients to renew leases to reduce congestion. For the switch CRC error, use KB-00007 step 1 to baseline CRC counts: `show interface <int> | include CRC|input|output` and recheck after 5 minutes to identify the rate. If duplex mismatch is detected, set it to full-duplex with `speed 1000 / duplex full`. Ensure SFPs are seated correctly with `show interfaces <int> transceiver detail` to avoid marginal Rx power (below -20 dBm). No further escalation necessary as these steps cover the DHCP exhaustion and CRC error issues mentioned in the KB articles.", "cited_artifacts": ["KB-00006", "KB-00007"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the DHCP pool exhaustion on IoT VLAN 60, use KB-00006 for the immediate mitigation steps: `show ip dhcp pool` to confirm utilization. If >95% utilization, use `clear ip dhcp binding *` to force all clients to renew. For high CRC error rates on the switch uplink, use KB-00007: `show interface <int> | include CRC|input|output` to check current rates and count. If CRC rates exceed 1%, apply Step 1 to baseline counters, and adjust duplex mismatch with `speed 1000 / duplex full` to avoid configuring both ends to auto-detect. Reseat the SFP module if parameters are mismatched, and ensure the cable length does not exceed 100m for copper interfaces. No escalation to other KBs as these are direct solutions for the given issues.", "cited_artifacts": ["KB-00006", "KB-00007"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For IoT VLAN 60 DHCP exhaustion, use KB-00006’s steps: `show ip dhcp pool` to confirm utilization. If >95% utilization, clear all DHCP bindings `clear ip dhcp binding *` and `clear ip dhcp binding <specific-ip>` to reduce/fix stale leases. For switch CRC errors, check duplex mismatch by running `show interface <int> | include duplex` to ensure both ends of the SFPs have the same speed and duplex setting. Hard-set to full-duplex with `speed 1000 / duplex full`. Check the physical layer with `show interfaces <int> transceiver detail` to confirm RX power is above -18 dBm and the cable length is within the range for 1000Mbps (100m for Cat5e). Escalation to KB-00007’s steps can be taken if there are no clear mismatches and the issue persists. No details in the KB-00002 for OSF adjacencies or KB-00005 for IPsec parameters in KB-00016 connect to this issue. Escalation might be indicated if the failure does not seem clearly linked from the described steps.", "cited_artifacts": ["KB-00006", "KB-00007"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the DHCP pool exhaustion issue, use KB-00006 to resolve. Run `show ip dhcp pool` to confirm the utilization, noting if it exceeds 95% for the IoT VLAN pool 60. Use `clear ip dhcp binding *` to clear all DHCP bindings and force a DHCP refresh in a maintenance window, checking the utilization again. For interface errors on the switch, use KB-00007 to address: run `show interface <int> | include CRC|input|output` to get the baseline counters. Wait and recheck after 5 mins to see the rate. Set both ends' speed to `speed 1000 / duplex full` and recheck with `show interface <int> | include duplex` to ensure duplex mismatch is not the cause. Ensure the cable length is within the specified limits (Cat5e max 100m at 1G). If these steps do not resolve the issue, escalate to KB-00002 for a state transition check in the OSPF neighbor adjacency failure. Escalation to KB-00006 for DHCP exhaustion should be the primary step as it directly addresses the DHCP exhaustion due to overutilization of the pool and suggests remediation steps for it.", "cited_artifacts": ["KB-00006", "KB-00007"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the DHCP pool exhaustion on VLAN 60, run `show ip dhcp pool` to confirm utilization. If utilization is >95%, use `clear ip dhcp binding *` within the maintenance window to force a reassignment and clear the current pool bindings. Identify stale leases with `show ip dhcp binding | include Expiry` and `show ip arp | include <subnet>` to find expired but still bound addresses. For high CRC errors on the switch, `show interface <int> | include duplex` to check for duplex mismatch and set it to full-duplex by running `speed 1000 / duplex full` on both ends. For Physical layer checks: use `show interfaces <int> transceiver detail` and reseat SFP and ensure cable lengths are within acceptable standards. Escalation to network engineer or ticket to KB-00007 is advised for thorough resolution.”", "cited_artifacts": ["KB-00007"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the IoT VLAN 60 DHCP pool exhaustion, use KB-00006 for remediation: Ensure `show ip dhcp pool` is used to confirm utilization is >95% and execute `clear ip dhcp binding *` in a maintenance window. For interface CRC error on the switch uplink, refer to KB-00007 for the steps: note the CRC counts and check if there are mismatches in duplex settings by using `show interface <int> | include duplex`. Ensure both ends of the interfaces are configured to be `speed 1000 / duplex full`. For specific errors, reseat SFP modules if using SFP and check cable length which should not exceed 100m. Escalation to a network engineer is advised to double-check both solutions and manage the cooldown period after intervention for DHCP pool exhaustion and interface CRC counters. The exact issue with the VPN tunnel flapping, IPv4/IPv6 address pool exhaustion, and database connection pool exhaustion are irrelevant to this ticket, hence not addressed here.", "cited_artifacts": ["KB-00007", "KB-00006"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the IoT VLAN DHCP pool exhaustion, use `show ip dhcp pool` to check the utilization percentage and utilize option 2 to clear DHCP bindings for a targeted stale lease using `clear ip dhcp binding <specific-ip>` in a maintenance window. For interface CRC errors on the switch, ensure duplex mismatch is the issue with `show interface <int> | include duplex` and hard-set both sides to full duplex with `speed 1000 / duplex full`. For definitive guidance, consult KB-00007 and KB-00006. Escalation to KB-00007 for both will be sufficient for this problem.", "cited_artifacts": ["KB-00007", "KB-00006"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For Michael Torres’ MFA locked-out issue, follow the Okta Admin Console procedure in the MFA Reset and Account Unlock Procedure (KB-00011): Go to the Okta Admin Console > Directory > People > Search user Michael Torres. Click on Michael Torres > More Actions > Reset Multifactor. Confirm the reset. The system will send an activation email to Michael Torres, and he must re-enroll at myaccount.google.com/signinoptions/two-step-verification. Ensure that no active sessions are hijacked by checking 'Current Sessions' in Okta Admin Console before resetting. If backup verification codes are available and stored securely, ask Michael to self-recover using his backup codes. Escalation to support would be required if the above steps do not resolve the issue.", "cited_artifacts": ["KB-00011"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "Michael Torres should use the Okta Admin Console under Directory > People > Search user for Michael Torres. Click user > More Actions > Reset Multifactor. Confirm reset by following Okta Admin Console steps to ensure user receives an activation email and re-enrolls at myaccount.google.com/signinoptions/two-step-verification. Escalation to Azure Portal may be necessary if Okta Admin Console options are not available: navigate to Azure Portal > Users > Select user > Authentication methods > Require re-register MFA or use PowerShell command `Set-MgUserAuthenticationRequirement -UserId <objectId> -PerUserMfaState Disabled` to reset. Ensure no active sessions hijacking occurs by checking 'Current Sessions' in Okta Admin Console or Azure Portal prior to resetting MFA to prevent credential reuse. No specific PowerShell scripts for Active Directory password reset are available in the KB, but the general steps outlined in KB-00011 for MFA reset apply here. Escalation to technical SMEs for Okta Admin console access and Azure Portal permissions checks is advised.", "cited_artifacts": ["KB-00011"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For Michael Torres' MFA locked out issue, the appropriate procedure is from KB-00011. Use Okta Admin Console under Directory > People > Search user for Michael Torres. Click user > More Actions > Reset Multifactor. Confirm the reset through Okta Admin Console, and inform Michael to re-enroll at myaccount.google.com/signinoptions/two-step-verification. Do NOT reset if Michael has active sessions to prevent potential session hijacking. Escalation to Okta support may be needed if problems persist. Note that the steps are documented in detail within the KB-00011 article.", "cited_artifacts": ["KB-00011"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For Michael Torres' situation, escalation to IT Admin is recommended to reset his MFA. Follow the Okta MFA reset steps in KB-00011: Go to the Okta Admin Console, navigate to Directory > People and search for Michael Torres. Click on Michael Torres > More Actions > Reset Multifactor. Confirm the reset and ensure the user receives an activation email. The Okta Admin Console will guide further via email instructions until re-enrollment is complete. Escalation to IT Admin is advised if the Okta Admin Console options do not resolve the issue. Ensure that there are no concurrent active sessions that could lead to hijacking during the reset. No Action required for password lockout or Kerberos ticket issues mentioned in other KB articles as they pertain to different scenarios. Continue watching the Okta Admin Console for feedback on the reset process status after initiating the steps.", "cited_artifacts": ["KB-00011"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For Michael Torres’ MFA reset and account unlock issue, IT admins should use the Okta Admin Console. Navigate to Directory > People and search for Michael Torres. Click on Michael Torres > More Actions > Reset Multifactor. Confirm the reset and follow the prompts. Ensure user identity is verified via video call or badge scan before proceeding. For backup verification codes, Michael should re-enroll at myaccount.google.com/signinoptions/two-step-verification. Escalation to Azure Portal for Azure AD / Entra would involve navigating to Users > Select Michael Torres > Authentication methods > Require re-register MFA. Alternatively, PowerShell command `Set-MgUserAuthenticationRequirement -UserId <objectId> -PerUserMfaState Disabled` can be used. No other steps are listed for AD authentication failures, password expiry, or Kerberos issues here, thus escalate to an expert manual guidance or KB-00011 or a relevant expert if additional steps are needed.”", "cited_artifacts": ["KB-00011"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The issue with Michael Torres being locked out of MFA should be handled by following Okta Admin Console steps since Okta is involved. Use the Okta Admin Console > Directory > People > Search user for Michael Torres, click the user > More Actions > Reset Multifactor. Confirm reset and follow Okta MFA reset steps exactly to avoid hijacking issues. Ensure that the Okta Admin Console does not detect any active sessions before the reset and that the user is notified to re-enroll at myaccount.google.com/signinoptions/two-step-verification. Escalation to IT Security or Admin team is recommended if the Okta Admin Console does not resolve. Check KB-00011 for detailed IT admin guidance on Okta MFA reset.", "cited_artifacts": ["KB-00011"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The MFA reset for user Michael Torres can be done via the Okta Admin Console: Navigate to People > Search for Michael Torres > More Actions > Reset Multifactor. Confirm the reset and user will receive an activation email. This process is available in KB-00011, which provides the Okta MFA reset procedure for IT admins. Ensure that Michael does not have any active sessions that could be hijacked before performing the reset. Escalation to IT admins for additional assistance will be needed for other error statuses detected. Escalation to KB-00008 for Active Directory authentication issues if the problem persists and a lockout status is involved.", "cited_artifacts": ["KB-00011"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "escalation required as the ticket involves resetting MFA, which is not covered in the provided KB articles. The relevant articles discuss AD authentication failures, service account password rotation, and SAML 2.0 SSO configuration, not MFA resets for users. Escalation ticket: REQUEST KB-00011 for an IT admin to reset Michael Torres’ Okta MFA using gam update user <email> is2svEnrolled false in the Okta Admin Console via a video call to authenticate Michael Torres.", "cited_artifacts": ["KB-00011"], "confidence": 0.1, "escalate": true}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the CRC error rate on GigabitEthernet0/1 of access switch SW-FLOOR2-01, use Step 1 from KB-00007 and Step 2 — Check duplex mismatch. Use the command `show interface GigabitEthernet0/1 | include duplex` to confirm that the duplex setting is consistent on both ends of the GigabitEthernet0/1 port (both should be `speed 1000 / duplex full`). Also, use `show interface GigabitEthernet0/1 | include mtu` to check if MTU settings are the same on both interfaces. If duplex settings don’t match or MTU settings don’t align, set the duplex and MTU on both ends as `speed 1000 / duplex full` and align the MTU settings. Escalation to network operations is recommended if issues persist.", "cited_artifacts": ["KB-00007"], "confidence": 0.1, "escalate": false}}


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the CRC error on GigabitEthernet0/1 of SW-FLOOR2-01, use Step 2 and Step 3 from KB-00007. Specifically, check `show interface GigabitEthernet0/1 | include CRC` to find the input packet count and the CRC error count, and calculate the rate using `delta (CRC input count) / delta (input packet count) * 100` over 5 minutes. For MTU, ensure the physical MTU matches the configured MTU (e.g., 1500) using `show interfaces GigabitEthernet0/1` and reseat the SFP module if possible. Ensure duplex settings are consistent with the `show interface GigabitEthernet0/1 | include duplex` command, setting both the port and the remote end to `speed 1000 / duplex full`. Escalation: Check for mismatched VLANs on the trunk interfaces and ensure native VLAN settings match on both ends. If other settings like the MTU and duplex settings are correct, consult KB-00005 for rare causes related to VLAN trunking and unresolved upstream dependency issues.", "cited_artifacts": ["KB-00007"], "confidence": 0.2, "escalate": false}}


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the issue with the high CRC error rate on GigabitEthernet0/1 of SW-FLOOR2-01, use KB-00007. Check the duplex configuration on the switch and the workstation connected to the port using `show interface GigabitEthernet0/1 | include duplex` on the switch and `show interface Ethernet0/1 | include speed duplex` on the workstation. Ensure both sides are configured as `speed 1000 / duplex full`. Additionally, ensure there is no MTU mismatch by comparing the MTU settings on both ends using `show ip ospf neighbor` to identify if MTU values are consistent. If duplex and MTU are consistent, check the physical cable between the ports for length and quality. Ensure the cable meets CAT5e standards and the Rx power for copper cables should be >= -10 dBm. Escalation to KB-00002 is not necessary for this issue.", "cited_artifacts": ["KB-00007"], "confidence": 0.1, "escalate": false}}