Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the API gateway 504 timeout issue, filter through API gateway access logs for '504 Gateway Timeout' using `grep 504 /var/log/kong/access.log | awk '{print $7, $9}' | sort -n` to locate the slow upstream. Use `curl -w '%{time_total}' -o /dev/null http://<upstream-host>:<port>/endpoint` to bypass the gateway and test the upstream directly for timeouts. For Redis memory pressure and evictions, use `redis-cli CONFIG GET maxmemory-policy` to check the eviction policy and `redis-cli CONFIG SET maxmemory <desired_memory>` to set memory limits. Use `redis-cli INFO memory` to ensure that `maxmemory` is not set too high and `maxmemory-policy` is `allkeys-lru` to avoid `noeviction`. Escalation to the IT Support or DevOps for backend services and connection pools like HikariCP should be considered for connection pool exhaustion issues with ‘hikaricp_connections_max’ and ‘hikaricp_connections_active’ monitoring. For API gateway timeouts and Redis key expiry, KB-00018 and KB-00019 are relevant, and for the crashloop, reference KB-00017. No direct root cause is mentioned for CrashLoopBackOff or BGP issues from retrieved contexts.", "cited_artifacts": ["KB-00018", "KB-00019"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For Redis memory pressure and evictions, the issue stems from setting the maxmemory policy to `allkeys-lru`, leading to high memory usage due to items without a timeout (`maxmemory-policy allkeys-lru`). Address this by using `redis-cli CONFIG SET maxmemorypolicy noeviction` to prevent Redis from evicting keys, while for the 504 Gateway Timeout in the API gateway, it’s a problem of the upstream service. Use `curl -w '%{time_total}' -o /dev/null http://<upstream-host>:<port>/endpoint` to identify the slow upstream service and adjust the `proxy_read_timeout` in Kong/Nginx to `proxy_read_timeout 60000` (60 seconds). No immediate action needed for the Kubernetes CrashLoopBackOff or BGP peer session issues with the context provided. Consult KB-00016 and KB-00018 for these areas.", "cited_artifacts": ["KB-00018", "KB-00016"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the API gateway 504 timeouts, check the `upstream_response_time` in the logs using `grep 504 /var/log/kong/access.log | awk '{print $7, $9}' | sort -n` to identify the slow upstream. For Redis memory pressure causing evictions, check Redis eviction policy using `redis-cli CONFIG GET maxmemory-policy` and ensure `maxmemory` is configured appropriately with the command `redis-cli CONFIG SET maxmemory <desired_memory_size>` to prevent memory overflow. Ensure the Spring Session `spring.session.timeout` property is correctly set to avoid session keys without TTL in Redis. No clear solution from the retrieved context for the Kubernetes CrashLoopBackOff error, and the BGP peer session issue. Escalation to respective service experts or direct support of the mentioned KBs is advised. For the DB pool exhaustion, ensure `hikaricp_connections_active` is not equal to `hikaricp_connections_max` in the Prometheus/Grafana metrics and increase `resources.limits.memory` in the YAML for CrashLoopBackOff if excessive memory usage for the application. None of the KBs provided have definitive solutions for Kubernetes CrashLoopBackOff and BGP peer session issues.", "cited_artifacts": ["KB-00018", "KB-00017", "KB-00019"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For David Chen's AD account lockout issue, use the following steps to unlock the account: `Get-ADUser DavidChen -Properties LockedOut,BadLogonCount,LastBadPasswordAttempt` and ensure `LockedOut=True`. To unlock, use `Unlock-ADAccount -Identity DavidChen`. For the MFA reset, verify user identity via a video call before resetting via Okta Admin Console > People > Search > DavidChen > More Actions > Reset Multifactor. Ensure 'Current Sessions' do not show active sessions. Escalation to AD department or system admin is suggested for further intervention with Okta Admin Console to ensure an uncoordinated rotation or clock skew is not causing issue for services. No steps from IdP and SP setup for SAML Tracer in KB-00010 are applicable for now.", "cited_artifacts": ["KB-00008", "KB-00011"], "confidence": 0.1, "escalate": false}}
`````````json
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the account lockout in AD for David Chen, use the following PowerShell command to unlock the account: `Unlock-ADAccount -Identity DavidChen`. Ensure his password is not locked out (`LockedOut=True` with `Get-ADUser DavidChen -Properties LockedOut,BadLogonCount,LastBadPasswordAttempt`). For MFA reset, use Okta Admin Console to find user (People > Search > DavidChen > More Actions > Reset Multifactor), and confirm it’s done via a video call. Escalation to AD or system admin is suggested for the IT admin to troubleshoot any dependencies or active sessions that could hinder the process. No steps for Azure AD, Jenkins API tokens, or SAML 2.0 SSO configuration are applicable from the provided context. Ask for assistance with the service account rotation from CyberArk or Vault in other contexts if more info is needed.", "cited_artifacts": ["KB-00008", "KB-00011"], "confidence": 0.1, "escalate": false}}
````````` ```json
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For David Chen's account lockout issue, use the following


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the AD account lockout: Use `Get-ADUser DavidChen -Properties LockedOut,BadLogonCount,LastBadPasswordAttempt` to check if the account is locked. If LockedOut=True, unlock it with `Unlock-ADAccount -Identity DavidChen`. Use `Get-ADUser DavidChen -Properties PasswordExpired` to check for a password expiry and reset with `Set-ADAccountPassword -Identity DavidChen -NewPassword (ConvertTo-SecureString 'NewPassword' -AsPlainText -Force) -Reset`. For the MFA reset, in the Okta Admin Console, navigate to People > Search for DavidChen > More Actions > Reset Multifactor. If sessions are active, ensure they are terminated before resetting the MFA. Escalation to IT Security or Okta Support is recommended for the generic API token rotation due to insufficient context.", "cited_artifacts": ["KB-00008", "KB-00011"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For David Chen’s AD account lockout issue, use the command `Get-ADUser <username> -Properties LockedOut,BadLogonCount,LastBadPasswordAttempt` in PowerShell to check lockout status and unlock if LockedOut=True with `Unlock-ADAccount -Identity <username>`. For the MFA reset, refer to Okta Admin Console in People > Search user > Click user > More Actions > Reset Multifactor under Okta MFA reset procedures. Ensure that the user identity is verified via video call before resetting MFA to avoid hijack risks. No specific steps are referenced for Azure AD/Entra MFA reset or for the other account-specific steps in the context.", "cited_artifacts": ["KB-00008", "KB-00011"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For David Chen’s AD account lockout, use `Get-ADUser DavidChen -Properties LockedOut,BadLogonCount,LastBadPasswordAttempt` in PowerShell to check lockout status and unlock: `Unlock-ADAccount -Identity DavidChen` if LockedOut=True. For MFA reset and unlock, follow this Okta Admin Console procedure: Search user in Okta Admin Console > Directory > People > Search user, click user > More Actions > Reset Multifactor and confirm the reset with video call verification. Use `Okta Admin Console > Directory > People > Search user` to reset MFA. For escalation, refer to the security policy guidelines in the Admin Guide (Not provided here) or contact Okta Support. No step is provided for Kerberos issues or other API token or SAML issues in the provided context.", "cited_artifacts": ["KB-00008", "KB-00011"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For David Chen’s AD account lockout, use `Get-ADUser DavidChen -Properties LockedOut,BadLogonCount,LastBadPasswordAttempt` in PowerShell to check the lockout status and use `Unlock-ADAccount -Identity DavidChen` to unlock it. For the MFA reset, initiate the Okta Admin Console > Directory > People > Search for DavidChen > Click DavidChen > More Actions > Reset Multifactor. For account lockout due to bad password, check the current lockout status with `Get-ADUser DavidChen -Properties LockedOut,BadLogonCount,LastBadPasswordAttempt` and use `Unlock-ADAccount -Identity DavidChen` if LockedOut=True. Escalation to IT Administrator or Security Officer recommended for advanced steps. No specific steps for the other tickets from retrieved context directly apply.", "cited_artifacts": ["KB-00008", "KB-00011"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For David Chen’s AD account lockout, use Get-ADUser -Identity <username> -Properties LockedOut,BadLogonCount,LastBadPasswordAttempt in PowerShell to check if LockedOut=True, and use Unlock-ADAccount -Identity <username> to unlock the account if True. For his MFA reset, go to Okta Admin Console > Directory > People > Search <username> to reset the MFA, and click More Actions > Reset Multifactor. Ensure to verify identity via video call before resetting. No additional steps from provided KBs for API token rotation, Jenkins API token management, or SAML configuration as these were not requested and are out of context. Escalation to IT Support is suggested for additional steps.", "cited_artifacts": ["KB-00008", "KB-00011"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For Executive David Chen's AD account lockout, use the PowerShell command `Get-ADUser DavidChen -Properties LockedOut,BadLogonCount,LastBadPasswordAttempt` to check if he's locked out. If LockedOut=True, unlock with `Unlock-ADAccount -Identity DavidChen`. For MFA reset, follow the Okta Admin Console > Directory > People > Search DavidChen > Click user > More Actions > Reset Multifactor to reset the MFA via Okta Admin Console. Ensure that his session is terminated before resetting in Okta Admin Console, check for current sessions on Okta, and escalate to Okta support if lockouts persist. Use the Okta Admin Console to reset the user's MFA. No support for Step 1 of the MFA reset from the API token rotation and revocation procedure, nor for the SAML 2.0 SSO configuration from the detailed sections provided. Escalation steps: Contact Okta support for advanced MFA reset steps, consider usage of the AD Event Log to find lockout source and consult the Active Directory Authentication Failures — Troubleshooting (KB-00008) for more on AD lockout details.", "cited_artifacts": ["KB-00008"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For David Chen's account lockout, use the PowerShell command `Get-ADUser <username> -Properties LockedOut,BadLogonCount,LastBadPasswordAttempt` to check if the user's account is locked with `LockedOut=True`. If it’s locked, unlock it with `Unlock-ADAccount -Identity <username>` to enable the account and reset the bad logon count using `Set-ADAccountPassword -Identity <username> -NewPassword <new_password> -Reset` to avoid frequent lockouts. For the MFA reset, as an IT admin, use the Okta Admin Console to reset MFA by going to People > Search user > Click user > More Actions > Reset Multifactor. Confirm the reset and wait for the activation email. No API token, SAML configuration, or other platform token reset procedures are available from the provided context. Use escalation steps to get more detailed support.", "cited_artifacts": ["KB-00008", "KB-00011"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For TRAIN-00017, the issue with inventory-service connection pool exhaustion is not addressed by the provided resources. Please refer to KB-00016 for guidance on connection pool exhaustion: Step 1: Confirm pool exhaustion by checking Prometheus/Grafana metric `hikaricp_connections_active` equals `hikaricp_connections_max`. Step 2: Look for connection holders in the thread dump with `kill -3 <pid>` in Linux, search for `RUNNABLE` or `WAITING` threads with JDBC/database stack frames. Step 3: Check database side with `pg_stat_activity` for idle and active states. No relevant steps for the API Gateway timeout or Kubernetes CrashLoopBackOff are available in the context provided for TRAIN-00017.", "cited_artifacts": ["KB-00016"], "confidence": 0.0, "escalate": true}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the connection pool exhaustion in the inventory-service, check the connection pool metrics using Prometheus to confirm `hikaricp_connections_active` equals `hikaricp_connections_max`, indicating pool saturation. Use the `SELECT count(*), state FROM pg_stat_activity GROUP BY state;` on the database side to identify a high idle connection count (indicating unused connections held). For the API Gateway timeout, the API gateway logs should show `upstream_response_time` for 504s and issue with the upstream service with high `upstream_response_time` should be checked. For Kubernetes CrashLoopBackOff, log `kubectl logs <pod> --previous` for the last crash and use `kubectl describe pod <pod>` to see Events for the pod like 'OOMKilled' or 'Error' to diagnose the root cause. Escalation to DevOps or other support documents may be required if above steps fail to resolve. No steps from TRAIN-00017 are directly applicable to this issue.", "cited_artifacts": ["KB-00016"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the inventory-service connection pool exhaustion error, refer to Step 1 of KB-00016 for confirmation: `Check Prometheus/Grafana metric `hikaricp_connections_active` and `hikaricp_connections_max`. If both metrics show the same and `hikaricp_connections_pending` is not zero, it indicates a pool exhaustion. Use the thread dump of the application using `kill -3 <pid>`, and search for `RUNNABLE` or `WAITING` threads with JDBC/database stack frames, which could point to long-running queries or unclosed ResultSets. No information provided in the retrieved context for the API Gateway 504 timeout or Kubernetes Pod CrashLoopBackOff. Escalation to support for these issues required. Ensure the connection pool setup in the application is optimized, and no other IDs are listed in the provided context. Further, the 'connec' query in step 2 of KB-00016 can be monitored to see if there's any high 'idle' or 'active' state in Prometheus that suggests a problem with the connections staying idle or there are too many active connections for the max pool size.", "cited_artifacts": ["KB-00016"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the 'Connection is not available, request timed out after 30000ms' in inventory-service, you should not apply the solutions from 'API Gateway 504 Timeout Troubleshooting', 'Database Connection Pool Exhaustion — Diagnosis and Recovery', or 'Kubernetes Pod CrashLoopBackOff — Root Cause Diagnosis' since these IDs do not pertain to the error in the inventory-service under load for TRAIN-00017. Escalation to support with additional details or the closest one from the retrieved context related to 'inventory-service' is suggested. The closest artifact is 'KB-00016' which talks about the 'Connection pool exhaustion' but there are no exact matches in the given data for connection pool exhaustion in the inventory-service. Escalation or additional context is advised.", "cited_artifacts": [], "confidence": 0.0, "escalate": true}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the 'Connection is not available, request timed out after 30000ms' error in the inventory-service related to DB connection pool exhaustion, refer to KB-00016 for steps: Check Prometheus/Grafana metric `hikaricp_connections_active` and `hikaricp_connections_max` to confirm the pool is saturated, and ensure `hikaricp_connections_pending` is zero. Also, for the thread dump, use `kill -3 <pid>` to identify the state of threads in the RUNNABLE or WAITING state to detect long-running queries or unclosed ResultSets. This does not apply to the API Gateway timeout (KB-00018) and Kubernetes crashLoopBackOff (KB-00017) as they are not listed as relevant to the inventory-service issue. Escalation to the development or support of the service inventory may be required if no clear solutions are found in these KBs.", "cited_artifacts": ["KB-00016"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the inventory-service connection pool exhaustion, refer to KB-00016 for detailed guidance: Check `Prometheus/Grafana metric hikaricp_connections_active` and `hikaricp_connections_max` to see if the connection pool is saturated. Use `kill -3 <pid>` in the application thread dump to see if there are threads in `RUNNABLE` or `WAITING` state with JDBC/db stack frames which indicate long-running queries or unclosed ResultSets. Use `kubectl get secret <name>` to ensure the secret exists in the current namespace and `kubectl get cm <name> -o yaml` to avoid ConfigMap errors. For crashLoopBackOff in Kubernetes, use `kubectl logs <pod> --previous` to get crash logs and `kubectl describe pod <pod>` for events, focusing on the messages 'OOMKilled' or 'Error'. No steps from the given KB refer to the API Gateway 504 timeout, and thus do not recommend the API Gateway tutorial. Escalation to support doc or expert advice is recommended for API Gateway timeouts and Kubernetes CrashLoopBackOff. Escalation to this resource: contact support@networksolutions.com or refer to vendor’s support channels.", "cited_artifacts": ["KB-00016"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the inventory-service connection pool exhaustion issue, refer to KB-00016 for the diagnostic steps and potential solutions. Check `prometheus` and `grafana` to ensure `hikaricp_connections_active` is less than `hikaricp_connections_max` and `hikaricp_connections_pending` is zero to diagnose pool saturation. Use `pg_stat_activity` (for PostgreSQL) or `SHOW PROCESSLIST;` (for MySQL) on the database side to confirm idle connection count and 'idle' state. Do not escalate to the API Gateway 504 Timeout (KB-00018) or Kubernetes CrashLoopBackOff (KB-00017) due to the context provided. Escalation to support will be required if no solution is found in these.", "cited_artifacts": ["KB-00016"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the connection pool exhaustion in inventory-service due to timeout errors, follow this diagnosis and recovery step: Ensure `hikaricp_connections_max` and `hikaricp_connections_active` in the Prometheus/Grafana metrics are less than `hikaricp_connections_max` to prevent pool saturation. Check `hikaricp_connections_pending` to ensure there are no connections waiting to be reused. If it points towards long-running queries causing low `hikaricp_connections_pending` and `hikaricp_connections_active` being higher than `hikaricp_connections_max`, consider tuning the pool parameters or breaking down the queries to manage the number of active connections. There’s no direct fix for TRAIN-00017 from the provided context for the given issue. Use KB-00016 for connection pool exhaustion monitoring and recovery, which includes confirming the pool status and 'hikaricp_connections_max' etc. Escalation to tech support or additional context is necessary for API Gateway timeout and Kubernetes CrashLoopBackOff diagnostics.", "cited_artifacts": ["KB-00016"], "confidence": 0.2, "escalate": false}}
```