Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the BeyondCorp zero-trust access request for a new OT network segment, there is no direct runbook or similar documentation available in the provided context that directly addresses the integration of OT devices with BeyondCorp zero-trust access or handling of legacy protocols with the BeyondCorp agent. We would need an official BeyondCorp agent runbook or a specific integration guide from their support materials. As there is no direct or indirect reference in the given context, this ticket cannot be resolved with the provided information.", "cited_artifacts": [], "confidence": 0.0, "escalate": true}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the SSO broken for multiple apps issue with SCIM provisioning not working and API token expiry, follow these steps: For the API token rotation, refer to the 'API Token Rotation and Revocation' from KB-00013, where a zero-downtime rotation pattern with a brief window for tokens ensures no downtime by first generating a new token, then updating consumers one by one or via rolling deployment, and finally re-approving the new token status. For the Okta SCIM provisioning sync issue, refer to the 'Okta SCIM 2.0 Provisioning Setup and Troubleshooting' from KB-00009 for configuration, attribute mapping setup (pushing new users, profile updates, and groups) with attribute mappings and errors. For the API token expiry, refer to the 'API Token Rotation and Revocation' and ensure tokens are rotated with zero downtime. Escalation to a support expert or detailed escalation ticket is recommended if the issues are not resolved from the provided KB articles.", "cited_artifacts": ["KB-00013", "KB-00009"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the SSO broken for multiple apps (Confluence and JIRA redirect loop, Okta SCIM provisioning failure, and API token expiry in the identity health dashboard) issues, update all consumers of the API token for Confluence and JIRA to rotate tokens with zero downtime following the API token rotation and revalidation from KB-00013: Generate a NEW token while the OLD token is still valid, update all consumers of the token one by one or via rolling deployment, and verify all consumers are using the new token. For Okta SCIM provisioning failure, configure the Okta admin app with the provided attributes for the target application using the steps from KB-00009: Enable SCIM provisioning, set the base URL, generate a Bearer token in the target app, and test the connector with a GET /scim/v2/Users request to ensure the status is 200 for it to be working. The API token expiry can be fixed by changing the PAT expiration to 90 days and setting up rotation reminders at -14 days in the settings for personal access tokens as per KB-00013 and securing the credentials in a vault like HashiCorp Vault with the CyberArk vault for password rotation as per KB-00012. No escalation needed as the ticket can be resolved using these resources.", "cited_artifacts": ["KB-00013", "KB-00009"], "confidence": 0.4, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For SSO broken for Confluence and JIRA redirect loops, the Okta SCIM provisioning issue causing silent failures with 404 on /scim/v2/Users and the API token expiry for the identity health dashboard with a 401, the key is to configure Okta SCIM 2.0 provisioning correctly and manage API token rotation for the identity health dashboard. For Confluence and JIRA redirect loops, the setup (new integration) for Okta SCIM provisioning should be done as follows: Enable SCIM provisioning in Okta Admin under Applications > App > Provisioning and ensure the authentication method is set to HTTP header with an appropriate Bearer token. Attribute mapping includes mapping required attributes such as userName for email, givenName for first name, and familyName for last name. For API token expiry issues, rotate the API token for the identity health dashboard with zero downtime using API token rotation and revocation: generate a new token, update all consumers one by one or via rolling deployment, verify all consumers are using the new token, and revoke the old token with POST and DELETE APIs to Vault, respectively. Escalation to identity health dashboard monitoring API token expiry and Confluence/JIRA redirect loops does not require additional steps from provided context. No escalation to context-based tools is needed.", "cited_artifacts": ["KB-00009", "KB-00010", "KB-00013"], "confidence": 0.5, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the SSO broken issue with JIRA and Confluence redirect loop and Okta SCIM provisioning sync failures, the API token rotation and revalidation procedure from KB-00013 can be used for API tokens: rotate and revoke tokens with zero downtime. For Okta SCIM provisioning, set up a new integration in Okta with the steps provided in KB-00009: Enable SCIM provisioning and attribute mapping as needed. For API token expiry in the identity health dashboard, refer to the API token rotation and revocation in KB-00013 for API tokens. There is no specific context for the JIRA redirect loop issue, so it might require another ticket or configuration which is not here. Escalation to more comprehensive knowledge sources is advised.", "cited_artifacts": ["KB-00013", "KB-00009"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the issue with SSO broken for multiple apps (Confluence and JIRA redirect loop issues), API token expiry in identity health dashboard 401, and Okta SCIM provisioning failure, the Okta SCIM 2.0 provisioning setup and troubleshooting (KB-00009) should be used for attribute mapping configuration and 401 error. For the API token rotation and revalidation (KB-00013), rotate the API tokens for the identity health dashboard and revocation as per the steps to zero-downtime rotation. For the JIRA and Confluence redirect loop, no specific guidance from the provided context is available and an error state should be escalated. Escalation to JIRA or Confluence support resources or Okta support may be needed for handling the redirect loop issue. No direct reference from the context for Jenkins API tokens and REST API tokens for rotation.", "cited_artifacts": ["KB-00009", "KB-00013"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the SSO broken issue with Confluence and JIRA redirect loops, the API token issues for the identity health dashboard, and Okta SCIM provisioning failures, the Okta SCIM provisioning setup and troubleshooting (KB-00009) and API token rotation and revocation (KB-00013) should be prioritized. For the Okta SCIM issue, ensure SCIM connector base URL is correctly set up (e.g., 'https://<your-app>/scim/v2/') with the right Bearer token (ensure it is not expired by regenerating it in the target app and pasting it into Okta). For the API token problems, use the zero-downtime rotation pattern from KB-00013 to revoke and rotate the API token in the specified way. No direct information on Confluence JIRA issues can be extracted from the context provided, hence escalation to Okta SCIM and API token issues are the actionable steps.", "cited_artifacts": ["KB-00009", "KB-00013"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the SSO issues involving Confluence, JIRA, Okta SCIM provisioning, and API token expiry, the following steps should be taken: For the Confluence redirect loop issue, refer to the SAML 2.0 SSO Configuration — IdP and SP Setup from KB-00010 to ensure the SP entity ID matches the IdP audience (Audience) and correct assertion attribute mismatch. For Okta SCIM provisioning failures, refer to the Okta SCIM 2.0 Provisioning Setup and Troubleshooting from KB-00009, ensuring attribute mapping as required and troubleshooting by checking for Bearer token expiration (401) and SCIM endpoint status (404). For the API token rotation, refer to API Token Rotation and Revocation from KB-00013, setting an expiry limit at 90 days and using zero-downtime rotation. Escalation is not required as the problems are covered under the provided KBs.", "cited_artifacts": ["KB-00010", "KB-00009", "KB-00013"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the SSO broken for multiple apps issue where SCIM provisioning is not working and API token expiry are causing problems, refer to KB-00009 for Okta SCIM provisioning setup and attribute mapping (required SCIM attributes: userName (email), givenName, familyName. Optional but common: phoneNumbers[0].value, title, department). For API token expiry and rotation issue, refer to KB-00013 for API token rotation and revalidation with zero-downtime rotation pattern and ensure the GitHub Personal Access Token (PAT) settings (max 90 days expiry) and generic REST API token rotation in Vault with zero downtime rotation steps are followed. No specific direct advice on API token expiry and TLS certificate renewal issues are provided, hence it might escalate to manual configuration and escalation to IT support or specific platform documentation for TLS renewal.", "cited_artifacts": ["KB-00009", "KB-00013"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the BGP peer session issue where CORE-02 has a peer 10.0.0.1 in Active state with a hold-timer mismatch, the solution is to correct the hold-timer mismatch with `neighbor <ip> timers <keepalive> <hold>` or clear ACL blocking TCP/179. Use `show ip ospf neighbor detail` to identify the stuck state, which should be INIT for a mismatch. For configuring AS numbers and MD5 passwords, ensure `neighbor <ip> remote-as <AS>` matches the peer’s local AS and use `show ip ospf neighbors detail` to ensure `hold time` and `keepalive interval` are not misconfigured. Check for configuration mismatches with `neighbor <ip> timers <keepalive> <hold>` for the hold-timer and use `show ip ospf neighbors detail` for `keepalive` and `hold` intervals. Escalation to a network expert or reference KB-00001 for details on BGP peer session down troubleshooting and KB-00002 for MTU mismatch and area mismatch issues with OSPF adjacencies are recommended if issues persist.", "cited_artifacts": ["KB-00001"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the BGP peer 10.0.0.1 being in Active state with no session establishing, the hold-timer mismatch must be addressed with the `neighbor <ip> timers <keepalive> <hold>` command on CORE-02 router, ensuring the hold timer value matches the peer's hold timer value. Use `show ip ospf neighbor detail` to check the adjacency state and `show ip ospf neighbor detail` again for verification of area type mismatch, ensuring both routers agree on the stub/nssa area flags. For configuration mismatch, ensure `neighbor <ip> remote-as <AS>` equals the peer's local AS number and MD5 password synchronization across peers by using `neighbor <ip> timers hold` and correcting the hold-timer mismatch. For IP MTU inconsistency, align physical MTU to the DBD packets' MTU with `ip ospf mtu-ignore` on both CORE-02 and peer interfaces; ensure they match. Escalation to the 'BGP Peer Session Down — Troubleshooting Guide' from KB-00001 is not required as the solutions are provided in steps aligned with the symptoms.", "cited_artifacts": ["KB-00001"], "confidence": 0.4, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the issue with BGP peer 10.0.0.1 in Active state and session not establishing, correct the hold-timer mismatch with the `neighbor <ip> timers <keepalive> <hold>` command on the router CORE-02 and ensure the `hold time` interval matches the peer's hold time interval in `show ip ospf neighbor detail`. Use `debug ip ospf adj` to check for area flags mismatch and ensure both routers agree on the stub/nssa area flags in `show ip ospf area`. For BGP configuration mismatch, ensure the peer's local AS (neighbor <ip> remote-as <AS>) matches the peer's local AS and that the MD5 passwords are the same on both peers. For TCP/179 reachability issues, use `ping vrf MGMT <peer-ip> source <local-ip>` to ensure there are no ACLs blocking the TCP/179 communication from the router CORE-02 to the peer. No specific steps from the provided contexts for OS error or DNS issues.", "cited_artifacts": ["KB-00001"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the BGP peer 10.0.0.1 in Active state issue on CORE-02, use `show ip ospf neighbor detail` to identify if the peer is in INIT state, not receiving hellos or not including the local router-id in its hello. For MTU mismatch issue, ensure MTU between CORE-02 and 10.0.0.1 are aligned by verifying both routers’ MTU settings using `show ip ospf neighbors detail` and ensuring both routers have matching hello/dead intervals and physical MTU match. For the hold-timer mismatch with BGP peer sessions, adjust `neighbor <ip> timers keepalive <hold>` on CORE-02 to ensure the hold timer matches peer's hold time and use `clear ip ospf hello` to clear any blocking ACLs on both peers on TCP/179. No need to escalate to any other guides as the solutions are provided in the retrieved context under KB-00001 and KB-00001 only. No extra steps are mentioned from the other resources for this issue.", "cited_artifacts": ["KB-00001"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the issue with the CORE-02 router BGP peer 10.0.0.1 being in the Active state with no session establishment, use `show ip ospf neighbor detail` on CORE-02 to identify if it's in the INIT state with the remote router not receiving hellos from CORE-02. Check for MTU consistency by using `show ip ospf neighbor detail` and ensuring the subnets are on the same network with `show ip ospf mtu-ignore` if needed. For configuration mismatch with BGP peers, `show ip ospf neighbor detail` should show BGP state = Active and check for hold-timer mismatch with `show ip ospf neighbor detail` and use `neighbor <ip> timers <keepalive> <hold>` to match hold-timer settings to the peer’s hold timer. No need to escalate to the other tickets as the context directly provides a resolution for the BGP peer issues with hold timer mismatch. No specific steps from the other contexts apply to this issue.", "cited_artifacts": ["KB-00001"], "confidence": 0.4, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the BGP peer session down issue on CORE-02 to peer 10.0.0.1 in the Active state, we need to look at the hold-timer mismatch and configuration mismatch. Use the command `show ip ospf neighbor detail` to see if it is stuck in INIT state by checking `show ip ospf neighbor detail` and ensuring the hello and dead intervals match the subnet mask on both interfaces. For configuration mismatch, ensure that the local AS of CORE-02 matches with peer 10.0.0.1 AS65100 using `neighbor <ip> remote-as <AS>`. For configuration mismatch, check `show ip ospf neighbor detail` to ensure area flags are consistent between peers and the area is either st or nssa. No specific solutions from the provided contexts refer to the MTU issue or authentication issues which are part of other resolutions. Escalation to other contexts would be required for MTU mismatch and authentication fixes which are found in contexts related to other issues.", "cited_artifacts": ["KB-00001"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the BGP peer 10.0.0.1 in Active state issue, you need to ensure the hold-timer mismatch by running `show ip ospf neighbor detail` to check for 'INIT' state with hello/dead interval mismatch or 'EXSTART/EXCHANGE' with MTU mismatch (if applicable). For hold-timer mismatch, use `show ip ospf neighbors detail` to check for 'Idle' state and use `show ip ospf neighbors detail` to ensure the hold time is set correctly by `neighbor <ip> timers hold`. Check for configuration mismatch for AS numbers by running `show ip ospf neighbors detail` and ensure `neighbor <ip> remote-as <AS>` match the peer’s local AS. For TCP connectivity issues, use `ping vrf MGMT <peer-ip> source <local-ip>` to ensure there are no ACLs blocking TCP/179. No clear escalations are given in the provided contexts, so no specific reference to any KB ID is provided.", "cited_artifacts": ["KB-00001"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the BGP peer session down issue on router CORE-02 towards peer 10.0.0.1 in the Active state with a hold-timer mismatch, the most appropriate steps are to check the hold-timer mismatch with the `neighbor <ip> timers <keepalive> <hold>` command or clear ACL blocking TCP/179. Also, ensure the peer's configuration matches the local AS number by confirming `neighbor <ip> remote-as <AS>` matches the peer's local AS number. For configuration mismatch issues (1 out of 3 reasons as per KB-00001), clear the ACL blocking TCP/179 with `clear ip bgp neighbors detail <peer-ip>` and check hold-timer mismatch with `neighbor <ip> timers <keepalive> <hold>` or clear the ACL blocking TCP/179 with `clear ip bgp neighbors detail <peer-ip>`. No need for escalatory steps from the provided contexts as no direct reference is given for peer AS number mismatch or hold-timer mismatch other than the BGP section of KB-00001 which are relevant for the given issue.", "cited_artifacts": ["KB-00001"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the analytics-service OOM crashing with large byte[] or char[] arrays under ModelCacheManager and heap exhaustion in Guava Cache/Caffeine without a maximumSize configured (KB-00015), you need to set the maximumSize in Guava Cache/Caffeine to avoid Guava Cache or Caffeine from bloat (maximumSize in Guava Cache/Caffeine). For the heap exhaustion due to large byte[] arrays, look at the ModelCacheManager and ensure there is no overloading it with too many entries. For the heap dump, enable heap dump on OOM with JVM flags `-XX:+HeapDumpOnOutOfMemoryError -XX:HeapDumpPath=/var/log/heapdumps/ -XX:+ExitOnOutOfMemoryError` and capture the heap dump on running process with `jmap -dump:format=b,file=/tmp/heap_$(date +%s).hprof <pid>` with `Eclipse MAT` for analysis. No issue details from the given contexts for K8s crashLoopBackOff. Escalation to K8s issues or connection pool exhaustion cannot be done with the provided context.", "cited_artifacts": ["KB-00015"], "confidence": 0.4, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the analytics-service OOM crash, an unbounded Guava Cache or Caffeine cache (both mentioned in the heap dump analysis for OOM crash causes) without a `maximumSize` configuration will lead to heap exhaustion. Increase the maximum size limit of the cache in Guava Cache or configure a maximumSize for the Caffeine cache to prevent heap bloat. Add these JVM flags to the analytics service to enable heap dump on OOM: `-XX:+HeapDumpOnOutOfMemoryError -XX:HeapDumpPath=/var/log/heapdumps/ -XX:+ExitOnOutOfMemoryError`. For the ModelCacheManager under ModelCacheManager, it points to an out of memory error with large byte arrays, which points to Guava Cache or Caffeine cache issues. Ensure to capture heap dump on running process using `jmap -dump:format=b,file=/tmp/heap_$(date +%s).hprof <pid>` and analyze using Eclipse MAT to see the largest retained heap. No information is provided to address the connection pool exhaustion or Kubernetes CrashLoopBackOff issues. Escalation to another expert or update with specific details for these is needed.", "cited_artifacts": ["KB-00015"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the analytics-service OOM crashing with large byte[] or char[] arrays under ModelCacheManager due to heap exhaustion (java.lang.OutOfMemoryError: Java heap space) and Guava Cache not having a maximumSize configured, enable automatic heap dump on OOM with the JVM flags `-XX:+HeapDumpOnOutOfMemoryError -XX:HeapDumpPath=/var/log/heapdumps/ -XX:+ExitOnOutOfMemoryError` and capture the heap dump with `jmap -dump:format=b,file=/tmp/heap_$(date +%s).hprof <pid>` to analyze with Eclipse MAT to look for the largest retained heap. For the heap dump, use Step 1 of KB-00015 for heap dump analysis and Step 2 for JVM heap overflow. For the ModelCacheManager related to Guava Cache or Caffeine, add `maximumSize` in the configuration to prevent heap bloat. No other steps are directly applicable from the given context.", "cited_artifacts": ["KB-00015"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the analytics-service crashing with OOMKilled due to large byte[] arrays in the ModelCacheManager, Guava Cache or Caffeine not having a `maximumSize` configured causes heap bloat. Use `-XX:+HeapDumpOnOutOfMemoryError -XX:HeapDumpPath=/var/log/heapdumps/ -XX:+ExitOnOutOfMemoryError` to enable automatic heap dumps and force a clean restart. Run `jmap -dump:format=b,file=/tmp/heap_$(date +%s).hprof <pid>` to capture the heap dump and use Eclipse MAT to analyze it for large byte[] or char[] arrays in the dominator tree indicating cache bloat. No mention of connection pool exhaustion or Kubernetes crash issues in the provided context, so these are not applicable. Use `add` for Guava or Caffeine in the ModelCacheManager with a `maximumSize` to prevent cache bloat. For recent model pre-loading and session objects, ensure there are no unbounded caches under ModelCacheManager. No other context is provided for the connection pool issue or Kubernetes crash, thus escalate=true would apply, but it does not provide details to resolve.", "cited_artifacts": ["KB-00015"], "confidence": 0.5, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the analytics-service intermittently OOM crashing every 4-6 hours due to large byte[] arrays under the ModelCacheManager, use the KB-00015: JVM Out of Memory Error — Heap Dump Analysis for heap dump settings: `-XX:+HeapDumpOnOutOfMemoryError -XX:HeapDumpPath=/var/log/heapdumps/ -XX:+ExitOnOutOfMemoryError` and analyze with Eclipse MAT for the Problem Suspect with the largest retained heap. For the ModelCacheManager bloat, consider limiting the maximum size in Guava Cache or Caffeine using `maximumSize` or increase the heap size using the `-Xmx` option in the JVM startup command (e.g., `-Xmx1024m` for 1GB heap). No specific solution can be derived from the provided contexts for connection pool exhaustion or crashloop backoff from Kubernetes. Escalation to other contexts or solutions would be required for these issues.", "cited_artifacts": ["KB-00015"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the analytics-service OOM issue with large byte[] or char[] arrays under ModelCacheManager causing heap exhaustion (java.lang.OutOfMemoryError: Java heap space), add the JVM flags -XX:+HeapDumpOnOutOfMemoryError -XX:HeapDumpPath=/var/log/heapdumps/ -XX:+ExitOnOutOfMemoryError to the command line to enable heap dump on OOM and ensure a clean restart with the `-XX:+HeapDumpOnOutOfMemoryError` and `-XX:HeapDumpPath=/tmp/heap_$(date +%s).hprof` options for capturing the heap dump (using jmap -dump:format=b,file=/tmp/heap_$(date +%s).hprof <pid>). Use the Eclipse Memory Analyzer Tool (MAT) to analyze the heap dump and look for the 'Problem Suspect' with the largest retained heap and drill into the dominator tree for string interning or cache bloat. There is no direct context for preventing the ModelCacheManager arrays from growing unchecked in Guava Cache or Caffeine; consider adding `maximumSize` to the cache configurations to prevent unbounded cache. For any other issue, escalate to support from analytics-service specific documentation or community forums.", "cited_artifacts": ["KB-00015"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the analytics-service OOM crashing every few hours with large byte[] or char[] arrays under ModelCacheManager indicating Guava Cache or Caffeine without `maximumSize` configured and large byte[] arrays, add JVM heap dump settings `-XX:+HeapDumpOnOutOfMemoryError -XX:HeapDumpPath=/var/log/heapdumps/ -XX:+ExitOnOutOfMemoryError` to the analytics-service startup configuration to enable heap dump on OOM and avoid it freezing the JVM for the duration. Use `jmap -dump:format=b,file=/tmp/heap_$(date +%s).hprof <pid>` to capture the heap dump and use Eclipse MAT to analyze it for the largest retained heap and look for problem suspects in the dominator tree. Ensure the Guava Cache or Caffeine maximumSize is set appropriately to manage cache bloat. For ModelCacheManager, no direct context on memory pools exhaustion or database connections pool issues is provided, so we focus on Guava Cache/Caffeine configuration and heap dump analysis. No escalation to other tickets is required as the context provided offers solutions for the heap dump analysis and Guava/Caffeine maximumSize management.", "cited_artifacts": ["KB-00015"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The analytics-service OOM crashes every 4-6 hours due to Guava Cache or Caffeine unbounded cache, which leads to heap exhaustion. To solve this, add Guava Cache or Caffeine configuration with a maximumSize. For Guava Cache, use `guava.cache.maximumSize` to limit the cache size and for Caffeine, use `c.caffeine.cache.maximumSize`. The heap dump causes OOM are analyzed in KB-00015, adding `-XX:+HeapDumpOnOutOfMemoryError -XX:HeapDumpPath=/var/log/heapdumps/ -XX:+ExitOnOutOfMemoryError` to the JVM options to dump heap and use Eclipse MAT to analyze it. No specific steps are provided for the connection pool exhaustion as it’s mentioned in another context, thus can’t be resolved solely from the given information. No steps for Kubernetes crash loop are needed here as it’s not related to the given OOM crashes.", "cited_artifacts": ["KB-00015"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the issue where the svc-deploy-prod account is causing CI/CD failures due to locked accounts during rotation, follow the Service Account Password Rotation Procedure from KB-00012 to atomically rotate the password in CyberArk / HashiCorp Vault before changing in AD, using the new password with `Set-ADAccountPassword -Identity <svc-account> -NewPassword (ConvertTo-SecureString '<new-password>' -AsPlainText -Force) -Reset` and updating dependent services in the order mentioned. In Jenkins API token rotation and revocation from KB-00013, generate a NEW token while the OLD token is still valid and ensure all consumers are using the new token by one by one or via rolling deployment and verify with Jenkinsfile credentials binding before removing old token. For Jenkins API token failures, follow API token rotation and revocation from KB-00013 ensuring to manage tokens and rotations properly and setting an expiry and rotation reminders. No direct steps are available from the given context to solve the CI/CD pipeline failure at 11:00 or the K8s pod issue but these steps are close to solving the account locking issue and providing a generic solution for token issues. Escalation to a ticket-specific solution is not advised based on the available context.", "cited_artifacts": ["KB-00012", "KB-00013"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the svc-deploy-prod account locked issue, follow the Service Account Password Rotation Procedure from KB-00012: Step 1 — Impact assessment: Use `Get-ADUser <svc-account> -Properties ServicePrincipalNames,Description` to identify all dependent services and search for them in config files with `grep -r '<service-account-name>' /etc/`. Step 2 — Update in PAM vault first: Update the new password in CyberArk / HashiCorp Vault before changing in AD with `Set-ADAccountPassword -Identity <svc-account> -NewPassword (ConvertTo-SecureString '<new-password>' -AsPlainText -Force) -Reset`. Step 3 — Rotate in AD: Change the account password in AD with `Set-ADAccountPassword -Identity <svc-account> -NewPassword (ConvertTo-SecureString '<new-password>' -AsPlainText -Force) -Reset`. Step 4 — Update dependent services: For Windows services, use `sc config <service> password= <new-password>` and restart the service. For IIS Application Pools, go to IIS Manager > App Pools > Advanced Settings > Identity and set the Application Pool Identity to the new password. For Scheduled tasks, modify the task properties under `sc config <service> password= <new-password>` and restart the task. Escalation to any other steps or additional steps are not provided in the context.", "cited_artifacts": ["KB-00012"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the issue with the svc-k8s-deploy account being locked during rotation causing CI/CD failures, you need to follow the Service Account Password Rotation Procedure from KB-00012 for the svc-account lock issue. Ensure to update the new password in CyberArk or HashiCorp Vault before changing it in AD with the command `Set-ADAccountPassword -Identity <svc-account> -NewPassword (ConvertTo-SecureString '<new-password>' -AsPlainText -Force) -Reset` in Step 2, and rotate it in AD with `Set-ADAccountPassword -Identity <svc-account> -NewPassword (ConvertTo-SecureString '<new-password>' -AsPlainText -Force) -Reset`. For Step 4, you need to update dependent services in the order: restart Windows services with `sc config <service> password= <new-password>` and restart the service, set the IIS App Pool identity to the new password in `IIS Manager > App Pools > Advanced Settings > Identity`, and update Scheduled tasks with `sc config <service> password= <new-password>` for the service. Do not attempt to rotate the token in the Jenkins API token since it's not relevant to the password rotation procedure. Escalation is not required as the mentioned steps are specific to password rotation in AD and not Jenkins API tokens.", "cited_artifacts": ["KB-00012"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the service account svc-k8s-deploy locked due to coordination issues with the CI/CD pipeline for Kubernetes, follow the steps provided under the Service Account Password Rotation Procedure (KB-00012) which details on rotating the account’s password every 90 days. Before rotating, identify all dependent services with the command `Get-ADUser <svc-account> -Properties ServicePrincipalNames,Description`. Update the new password in CyberArk / HashiCorp Vault BEFORE changing in AD using `Set-ADAccountPassword -Identity <svc-account> -NewPassword (ConvertTo-SecureString '<new-password>' -AsPlainText -Force) -Reset`. For IIS Application Pools, update the service identity in the IIS Manager and for Scheduled tasks, update the password in the Windows services console and restart the service. Ensure the password rotation in AD is done atomically and sequentially with the PAM vault updates. No escalation needed as the procedures are provided. Escalation to expert support is advised if no specific error from the above steps or context is found.", "cited_artifacts": ["KB-00012"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The service account svc-k8s-deploy lockup is due to the uncoordinated rotation of its password causing dependency issues. Follow the provided steps: Use CyberArk / HashiCorp Vault to update the new password in the vault before rotating in AD with the command `Set-ADAccountPassword -Identity <svc-account> -NewPassword (ConvertTo-SecureString '<new-password>' -AsPlainText -Force) -Reset` and ensure that the new password is updated in CyberArk / HashiCorp Vault atomically with `vault kv put secret/svc/<service>/api-token value=<new-password>` for service account rotation. For the password update in AD, use `Set-ADAccountPassword -Identity <svc-account> -NewPassword (ConvertTo-SecureString '<new-password>' -AsPlainText -Force) -Reset`. Update dependent services in the listed order: Windows services with `sc config <service> password= <new-password>` and restart service, IIS Application Pools with Advanced Settings > Identity in IIS Manager, and Scheduled tasks with the corresponding restarts. Jenkins API tokens should be managed with a one-day window while updating in the Jenkinsfile for zero-downtime rotations, and OAuth tokens with proper permissions in Vault and role mappings for a secure and seamless API token rotation with the command `vault kv put secret/svc/<service>/api-token value=<token>` for API token management with OAuth. Escalation is not required for this context.", "cited_artifacts": ["KB-00012"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the issue with the svc-k8s-deploy service account account lockup after rotation, the escalation to AD locking out due to a service account password rotation procedure is not directly applicable from the retrieved context. However, based on the API token rotation and revocation details in KB-00013, Jenkins API tokens and REST API tokens need to be managed and rotated securely to avoid issues like 'Invalid credentials' in Jenkins. In the context of Kubernetes and password rotations, no direct steps are available to resolve the account lockup. The password rotation needs to be done with cybersecurity tools (like CyberArk Vault) to ensure atomic updates and steps for dependent services are not provided in the retrieved context. Escalation to such tools is recommended for detailed steps on security and dependency management.", "cited_artifacts": [], "confidence": 0.0, "escalate": true}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the svc-k8s-deploy account locked issue in the deployment pipeline, we need to follow a procedure that ensures coordinated password rotation without affecting dependent services. Step 1 of the Service Account Password Rotation Procedure for K8s can be applied here. Update the new password in CyberArk / HashiCorp Vault first with `vault kv put secret/svc/<service>/api-token value=<new-password>`. Before rotating the password, identify all dependent services with `Get-ADUser <svc-account> -Properties ServicePrincipalNames,Description`. Check the Description for a list of dependent services and also search config files with `grep -r '<service-account-name>' /etc/`. Rotate the password in CyberArk with `vault kv put secret/svc/<service>/api-token value=<new-password>` and ensure the account change in CyberArk is atomic. For Jenkins API tokens and setting up a zero-downtime rotation with a brief window for a new token being valid and then updating all consumers to the new token with the provided steps for API token rotation, follow KB-00013. Do not escalate as the ticket can be resolved within the given resources and steps provided.", "cited_artifacts": ["KB-00012", "KB-00013"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the svc-k8s-deploy account being locked causing CI/CD failures, refer to the Service Account Password Rotation Procedure in KB-00012 for the proper rotation procedure: Before rotating, identify all dependencies using `Get-ADUser <svc-account> -Properties ServicePrincipalNames,Description` in PowerShell to check if there are any dependent services by the svc-account. Then, update the new password in CyberArk or HashiCorp Vault before changing in AD using `Set-ADAccountPassword -Identity <svc-account> -NewPassword (ConvertTo-SecureString '<new-password>' -AsPlainText -Force) -Reset` to ensure downstream services can retrieve it atomically. Rotate in AD with `Set-ADAccountPassword -Identity <svc-account> -NewPassword (ConvertTo-SecureString '<new-password>' -AsPlainText -Force) -Reset` and then update dependent services (Windows services with `sc config <service> password=<new-password>` and restart service, IIS Application Pools with `sc config <service> password=<new-password>` and restart IIS App Pool, Scheduled tasks with `sc config <service> password=<new-password>` and restart service) sequentially in order. No escalation required as the tickets provide the required steps.", "cited_artifacts": ["KB-00012"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the CrashLoopBackOff in the notification-service v1.5.2 deployment, the 'OOMKilled' due to a 'resources.limits.memory' set too low can be addressed by increasing the memory limit. Use `kubectl describe pod <pod>` to check if there's an 'Error' or 'CreateContainerConfigError' that points to a Config error. For the 'Missing secret' issue, ensure the secret is present in the namespace with `kubectl get secret <name>` and check the ConfigMap with `kubectl get cm <name> -o yaml`. Escalation to a rollback procedure is not required here as the Kubernetes CrashLoopBackOff can be directly addressed with resource limits and ensuring the secret’s existence. No specific rollback procedures from the provided context apply to this scenario.", "cited_artifacts": ["KB-00017"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the CrashLoopBackOff in the notification-service pods after a deployment, we should check the memory limit of the container for memory leaks (OOMKilled) by increasing the resources.limits.memory or fixing the memory leak. We will need to check if the secret is missing by running `kubectl get secret <name>` to see if the secret exists in the namespace and if there's a bad YAML in the ConfigMap that could be causing the error with `kubectl get cm <name> -o yaml`. For the Restart issue, there's no direct context available for this and we can escalate to KB-00013 for more help on CrashLoopBackOff, or we can escalate the ticket for specific advice on restarting pods. Escalation to application rollback is advised to rollback the bad deployment with `helm rollback <release-name> 0` for fast roll back. For diagnostics on application services and API token rotations, refer to the provided contexts for crash issues and token management respectively but there’s no direct context for API token rotations for this issue.", "cited_artifacts": ["KB-00017"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the CrashLoopBackOff issue in the notification-service v1.5.2 deployment, the OOMKilled error is a common root cause due to the `resources.limits.memory` being too low. Increase the memory limit using `kubectl edit deployment <deployment-name>` and increase the `resources.limits.memory` to '256Mi' and ensure that the memory is manageable. For the memory leak, use the `kubectl describe pod <pod>` to check for the 'oomkilled' event which might indicate a leak in the application code. No need for rollback or Okta integration setup as the context is specific to memory limits and does not include rollback procedures or Okta issues. Escalation is not required as all the information is related to memory limit and memory leak issue.", "cited_artifacts": ["KB-00017"], "confidence": 0.4, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the CrashLoopBackOff issue in the notification-service v1.5.2 deployment, we need to diagnose by looking at the current run logs which are empty due to the short duration of the crash. We can use the kubectl logs <pod> --previous command to get logs from the previous run which can help us diagnose memory issues with the resource.limits.memory setting. We will check if the limit is too low by using the 'resources.limits.memory' which is 2GB by default. For non-zero exit and error codes, we can look at the 'Error' messages in the Events section of the kubectl describe pod <pod> command to see if it mentions 'OOMKilled' which suggests a memory limit too low. No need for rollback procedures or escalations as the provided context does not directly apply to a rollback scenario or to Okta SCIM provisioning setup which is mentioned but unrelated to the Kubernetes issue. Ensure the secret reference and configMap are also correct using kubectl describe secret <secret> and kubectl describe configmap <configmap> respectively. Ensure the YAML is not misconfigured and the Liveness probe settings are appropriate without aggressive timeouts to avoid triggering CrashLoopBackOff.", "cited_artifacts": ["KB-00017"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the CrashLoopBackOff in the notification-service pods after deployment v1.5.2, we identify the issues as memory limit hit leading to OOMKilled and a bad YAML configuration causing the Config error. For the memory limit hit, increase the 'limits.memory' in the deployment YAML to ensure it does not exceed the available memory. For the bad YAML configuration issue, we check for memory leaks and ensure the 'resources' limit in the deployment is correct by using the command `kubectl describe pod <pod>` and looking at the 'Events' section. Specifically for the Config error, we look for misconfiguration in the YAML by checking `kubectl get cm <name> -o yaml` for the ConfigMap. There is no specific rollback or rollback procedures provided in the context and no direct information on the application deployment rollback or database migration rollback. Escalation to the retrieved context is not provided. ", "cited_artifacts": ["KB-00017"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the CrashLoopBackOff in the notification-service v1.5.2 pods, increase the memory limit by setting `resources.limits.memory` in the deployment yaml to '1024Mi' or more, to avoid the 'OOMKilled' issue. Use `kubectl describe pod <pod>` to check if there’s an 'Error' in the 'Events' section and look for 'Error' or 'CreateContainerConfigError' to identify other root causes like bad YAML or missing secrets, as these will be shown in the 'Error' or 'CreateContainerConfigError' messages respectively from the `kubectl describe pod <pod>` command. No specific rollback or DB migration steps are mentioned in the provided context, hence no reference is cited for rollback or database migration rollback. No specifics on SCIM provisioning or Okta are present, therefore no reference is given for Okta or API tokens. Escalation to any of these is not required as it is not provided in the retrieved context.", "cited_artifacts": ["KB-00017"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the CrashLoopBackOff issue in the notification-service v1.5.2 deployment where 2 out of 3 pods are in a CrashLoopBackOff state after the deployment, check for memory limit constraints by increasing the 'resources.limits.memory' in the deployment YAML. Use the 'kubectl describe pod <pod>' command to look for 'OOMKilled' event, which means the memory limit is too low and needs to be increased. For the Kubernetes secret missing, ensure the secret name <name> is present in the target namespace with the 'kubectl get secret <name>' command and check that the secret is available. Check for config map issues by using 'kubectl get cm <name> -o yaml' to ensure the configmap YAML is not injecting any bad values. No specific rollback or rollback procedures are found in the provided context for the deployment rollback due to the critical failure. Escalation to official Kubernetes documentation or related forums is suggested for these scenarios.", "cited_artifacts": ["KB-00017"], "confidence": 0.4, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The CrashLoopBackOff issue in the notification-service v1.5.2 deployment is due to the resources.limits.memory being too low, which leads to the 'OOMKilled' error (Common root causes - OMKilled in KB-00017). Increase the memory limit for the container or decrease the current limits, or remove the limit if the container is not memory-intensive. For event 'Missing secret' (resource not found in the namespace), ensure the secret referenced in the deployment is present with 'kubectl get secret <name>' and is correctly referenced as a secret in the ConfigMap or env vars. No direct escalation from the provided context to rollback a deployment or to configure Okta SCIM 2.0 setup. Escalation not applicable here.", "cited_artifacts": ["KB-00017"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the Salesforce offboarding issue where users still have active accounts and the Okta SAML cert is expiring in 5 days, the Okta SCIM 2.0 provisioning setup in the Okta Admin Console should be reconfigured to sync user lifecycle correctly with Salesforce. In Okta, enable SCIM provisioning by navigating to Applications > App > Provisioning tab and enable SCIM provisioning. Map attributes correctly as required by Okta SCIM 2.0 provisioning from Okta to Salesforce. Use attribute mapping required from Okta SCIM 2.0 by setting up the base URL in Okta (https://<your-app>/scim/v2/) with a bearer token auth setup in the target app for consistent syncs. The Okta SCIM attribute mapping common failures should be watched out for to avoid 401, 404 on /scim/v2/Users, and failure to update user profiles on the Salesforce side. No need for escalation as the ticket is resolved within the provided retrieved context.", "cited_artifacts": ["KB-00009"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the Salesforce offboarding issue where 8 offboarded employees still have active accounts and the Okta SAML cert is expiring in 5 days, we need to address the Okta SCIM provisioning sync misconfiguration and ensure deprovisioning. Refer to the Okta SCIM 2.0 Provisioning Setup and Troubleshooting (KB-00009) guide to set up Okta SCIM provisioning and ensure synchronization with Salesforce. For Okta SAML cert expiration, there’s no direct guidance provided in the given contexts, thus we can't provide a direct resolution for the cert issue within the provided resources. Escalation to support or Okta’s official support portal is recommended for this part. So, we focus on Okta setup for now. Use Okta Admin Console > Applications > App > Provisioning tab to enable SCIM provisioning and follow setup steps (1-5) of the Okta SCIM 2.0 guide ensuring attribute mapping with attributes required: userName (email), givenName, and familyName (user.first, user.last) as provided in the Okta SCIM attribute mapping. No certificate renewal for Salesforce from given contexts. ", "cited_artifacts": ["KB-00009"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the issue with Salesforce users not being deprovisioned after offboarding due to an Okta SCIM 2.0 provisioning problem with silent failures and silent user deactivations due to misconfiguration, and an Okta SAML 2.0 SSO configuration issue causing assertion attribute mismatches, the Okta SCIM provisioning setup should be reconfigured to align with the attribute mapping requirements from the retrieved context. In Okta Admin: Applications > App > Provisioning tab, enable SCIM provisioning, set SCIM connector base URL to https://your-app/scim/v2/, and use the generated Bearer token for the Okta app. Attribute mapping to match required attributes: userName to email, givenName to firstName, familyName to lastName. Ensure the Okta SAML configuration is set with IdP Entity ID to match the SP audience in Salesforce, and the attribute nameID format to 'emailAddress'. Use SAML Tracer Chrome extension to troubleshoot SSO configurations for assertion attributes. Escalation to the Okta or Salesforce support is recommended if the outlined steps do not resolve the silent deprovisioning and attribute mismatch issues.", "cited_artifacts": ["KB-00009"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the Salesforce users not deprovisioned after offboarding due to the SAML cert expiration in Okta, ensure that the Okta SCIM provisioning setup is configured correctly by following the setup steps in the Okta SCIM 2.0 Provisioning Setup and Troubleshooting (KB-00009) guide: Enable SCIM provisioning on the Okta Admin Console with the provided App and Bearer token configurations. Attribute mapping should use 'userName' for email, 'givenName' for first name, and 'familyName' for last name from Okta to Salesforce. There's no direct ID for Okta MFA reset from the given contexts, but ensure Okta MFA reset is not being performed for the same user account. Escalation could arise if there’s misalignment in attribute mappings that’s not specified here, or if the Okta SCIM provisioning setup steps are not followed precisely as mentioned. No specific IDs for the Salesforce deprovisioning failure from Okta SCIM config given in retrieved context. Escalation steps advise on communication with the Okta and Salesforce support channels, or escalation to Okta support for detailed Okta configuration issues.", "cited_artifacts": ["KB-00009"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the Okta SCIM issue where offboarded users are still active in Salesforce after the Okta SAML cert expires, enable SCIM provisioning sync in Okta Admin > Applications > App > Provisioning tab with the required setup steps from Okta SCIM 2.0 Provisioning Setup and Troubleshooting (KB-00009). Ensure to enable SCIM provisioning by following steps 1 to 4: enable SCIM provisioning, configure the SCIM connector base URL, add the Bearer token, and enable connector setup with App > Provisioning > Enable SCIM provisioning under Okta Admin. For Salesforce identity issues with SAML cert expiration and offboarding users, there’s no specific direct resolution given; however, the Okta SCIM setup and troubleshooting guidelines (KB-00009) might indirectly guide Okta configuration adjustments to prevent the silent provisioning failures causing the issue with Salesforce identity management. No direct resolution within given contexts.", "cited_artifacts": ["KB-00009"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the Salesforce deprovisioning issue where 8 offboarded employees still have active accounts and the Okta SAML cert expires in 5 days, the Okta SCIM 2.0 provisioning setup and Troubleshooting (KB-00009) document suggests enabling the Okta SCIM provisioning sync from Okta to Salesforce, and ensuring the attribute mappings are correctly set. For the Okta SAML cert issue, there is no direct guidance in the provided context, but we can check Okta’s SCIM connector base URL, and attribute mappings for Okta to Salesforce app are key. The Okta Admin Console > Directory > People should be used to search and reset Okta Admin’s credentials if necessary to prevent silent failures due to misconfiguration. No specific fixes for Salesforce deprovisioning are listed in the provided contexts. Escalation to the Okta Admin is advised as the Okta MFA reset procedures are from Google Workspace and Azure AD and are not relevant to Salesforce deprovisioning.", "cited_artifacts": ["KB-00009"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the Salesforce offboarding issue with SAML cert expiration in Okta, it is best to use the Okta SCIM provisioning setup and attribute mapping from KB-00009. For Okta SCIM 2.0 provisioning, ensure Okta Admin: Applications > App > Provisioning tab > Enable SCIM provisioning. Set the SCIM connector base URL to `https://<your-app>/scim/v2/` and select HTTP Header for auth. Add the required attributes: `userName` (email), `name.givenName`, and `name.familyName` and make sure the push actions are enabled for 'New Users', 'Profile Updates', and 'Groups'. For Okta MFA reset, refer to the Okta Admin Console > Directory > People and use the steps from KB-00011 for the MFA reset procedure if needed. Escalation to technical support or a knowledgeable Salesforce administrator may be required due to the specifics of Salesforce deprovisioning and Okta provisioning being complex and context-dependent without more detailed product-specific documentation.", "cited_artifacts": ["KB-00009"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For Salesforce users not being deprovisioned after offboarding due to the Okta SAML cert expiring, we need to ensure Okta is not silently provisioning inactive user data to Salesforce and handle the expiration of the Okta SAML cert in Okta Admin. For Okta provisioning, refer to KB-00009 for steps to setup Okta SCIM 2.0 provisioning. Ensure attribute mapping settings in Okta Admin match the required fields for Salesforce (userName maps to email and name.givenName, name.familyName for Okta and Salesforce respectively). For SAML cert expiration on Okta, Okta Admin Console > Applications > App > Provisioning tab, enable SCIM provisioning with the correct connector base URL, auth method, and ensure SCIM attributes are correctly mapped. No specific reference to Salesforce deprovisioning after offboarding from Okta SAML cert expiration in the provided contexts, thus escalate to Okta Admin guide for Okta provisioning setting and attribute mapping. No direct reference to Salesforce deprovisioning after offboarding in the given context, thus escalate to Okta Admin Okta MFA and Okta provisioning attribute mapping for Okta and Salesforce respectively.", "cited_artifacts": ["KB-00009"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the multiple network failures after datacenter fiber maintenance, we address BGP peer session drop by using KB-00001 for troubleshooting hold-timer mismatch with `neighbor <ip> timers <keepalive> <hold>` or clear ACL blocking TCP/179 to resolve the BGP peer session issue, fixing hold-timer mismatch and enforcing hold time interval. For OSFP adjacency failure, use KB-00002 by ensuring MTU matches between peers with `ip ospf mtu-ignore` and checking area type consistency between routers with `show ip ospf` for area flags. For DHCP pool exhaustion, refer to KB-00006 where immediate mitigation involves reducing lease time from 8 days to 1 day with `ip dhcp pool CORP_WIFI / lease 1` for configuration change if DHCP scope exhaustion persists with utilization >95% by `show ip dhcp pool` and using `clear ip dhcp binding *` to clear all binding. Escalation not required as these steps are derived from provided context.", "cited_artifacts": ["KB-00001", "KB-00002", "KB-00006"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the issue of BGP peer session down, adjust the hold-timer mismatch by running `neighbor <peer-ip> timers <keepalive> <hold>` on the router to ensure the hold and keepalive intervals match and are not causing a hold time mismatch (Step 3 in the BGP peer session troubleshooting guide from KB-00001). For the OSPF adjacency failure, ensure area-type mismatch by checking `show ip ospf` for area flags ensuring both routers agree on stub/nssa flags in `area <id> st` (Step 4 in the OSPF neighbor adjacency failure investigation from KB-00002). For the DHCP pool exhaustion, use the DHCP exhaustion mitigation by increasing the lease time to 1 day with `ip dhcp pool CORP_WIFI / lease 1` or splitting the scope with `ip dhcp pool CORP_WIFI / lease 1` and adding a new secondary pool with `expand scope` (Steps 3 and 4 in the DHCP exhaustion mitigation from KB-00006). No specific escalation to other solutions from the provided documents.", "cited_artifacts": ["KB-00001", "KB-00002", "KB-00006"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the issue with BGP peer sessions dropping, the hold-timer mismatch must be resolved by using `neighbor <ip> timers <keepalive> <hold>` to ensure the hold timer is configured correctly with the peer. For OSPF adjacency failure, adjust the MTU mismatch by ensuring the interfaces' MTU settings match (MTU must be consistent across the network, and use `ip ospf mtu-ignore` on both interfaces). For OSPF neighbor adjacency failure, ensure area flags are consistent between the two routers by making sure both routers agree on the 'st' vs 'nsa' flags in `area <id> st` in `show ip ospf`. For DHCP pool exhaustion, reduce the DHCP pool lease time to 1 day (from 8 days) using `ip dhcp pool CORP_WIFI / lease 1`. Address the peer sessions, adjacency failures, and DHCP issues with these troubleshooting steps from the provided KBs: KB-00002 for BGP peer session down, KB-00003 for DNS resolution fail, and KB-00007 for interface CRC error. Escalation to manual actions is recommended for unclear hardware issues.", "cited_artifacts": ["KB-00002", "KB-00003", "KB-00001", "KB-00007"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the issue with BGP peer sessions dropping for a hold-timer mismatch, use `neighbor <peer-ip> timers <keepalive> <hold>` to adjust the hold timer and clear ACL blocking TCP/179 with `clear ip bgp <peer-ip> events debug ip bgp <peer-ip> events`. For OSPF neighbor adjacency failure due to MTU mismatch, ensure both interfaces have the same MTU with `ip ospf mtu-ignore` on both interfaces or align MTU with `ip ospf mtu-ignore`. For OSPF area mismatch, ensure both routers agree on the `area <id> st` flag with `show ip ospf` command. For DHCP scope exhaustion, reduce lease time from 8 days to 1 day with `ip dhcp pool CORP_WIFI / lease 1` and expand scope with `ip dhcp pool CORP_WIFI / scope 32` or add a secondary pool. No need to escalate as the context provides clear steps for each issue without requiring additional resources beyond the retrieved contexts.", "cited_artifacts": ["KB-00002", "KB-00001", "KB-00006", "KB-00003"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the network failures, apply the following steps based on the retrieved contexts: For the BGP peer session down issue, use `debug ip bgp <peer-ip> events` to check for NOTIFICATION messages and ensure that hold-timer mismatch is not the cause by using `neighbor <ip> timers <keepalive> <hold>` or clearing the ACL blocking TCP/179 (Step 1-3 of BGP Peer Session Down — Troubleshooting Guide from KB-00001). For the OSPF neighbor adjacency failure, ensure MTU mismatch is not the issue by aligning the physical MTU with the OSPF hello/dead intervals using `ip ospf mtu-ignore` (Step 2 of OSPF Neighbor Adjacency Failure Investigation from KB-00002). For the DHCP scope exhaustion issue, clear stale leases using `show ip dhcp pool` to confirm utilization and then use `clear ip dhcp binding *` if utilization > 95% (Step 1-3 of DHCP Scope Exhaustion — Emergency Recovery from KB-00006). No escalation to higher tiers is needed as the steps are all within the given contexts.", "cited_artifacts": ["KB-00001", "KB-00002", "KB-00006"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the issue of BGP peer session dropping (Step 1: Verify TCP reachability: `ping vrf MGMT <peer-ip> source <local-ip>`, if ping fails, check ACLs on both ends blocking TCP/179 and look for error in Cisco IOS `debug ip bgp <peer-ip> events`. For OSPF adjacency issue: `show ip ospf neighbor`, look for INIT, EXSTART/EXCHANGE states and state transitions and compare hello/dead intervals with both peers and check area mismatch with `show ip ospf area`. For DHCP scope exhaustion, use `show ip dhcp pool` to confirm utilization and for >95%, proceed with `clear ip dhcp binding *`. No specific context is found for DNS resolution issue here and the other three issues are resolved without need for further escalation. Escalation is not needed as context provides solutions for all the issues.", "cited_artifacts": ["KB-00007", "KB-00002", "KB-00006", "KB-00003", "KB-00001"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the BGP peer session drop (KB-00001), the local AS must match the peer's AS (AS numbers need to be the same, eg. 65000) and the hold-timer mismatch must be resolved by using the command `neighbor <peer-ip> timers <keepalive> <hold>` to correct the hold-timer mismatch. For OSPF adjacency failure (KB-00002), the MTU between peers must be the same and the area-type mismatch between areas should be fixed with `show ip ospf` area flags, ensuring both routers agree on stub/nssa flags in `area <id> st`. For DHCP scope exhaustion (KB-00006), immediately mitigate by reducing the lease time with `ip dhcp pool CORP_WIFI / lease 1` or expanding the scope, and do not clear ip dhcp binding unless under maintenance conditions to avoid clearing other scopes. Escalation steps not provided by the given context.", "cited_artifacts": ["KB-00001", "KB-00002", "KB-00006"], "confidence": 0.5, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the issue with BGP peer sessions dropping (resolved via step 3: Validate AS and peer config by `neighbor <ip> remote-as <AS>` ensuring it matches the peer’s local AS and not causing configuration mismatch through MD5 passwords (MD5 mismatch causes 'BGP notification: hold time expired' and can be checked with `debug ip bgp <peer-ip> events` for NOTIFICATION messages). For the OSPF adjacency failure, resolve by ensuring MTU alignment (fixing MTU difference between peers using `ip ospf mtu-ignore` for physical MTU and fixing area-type mismatch by ensuring both routers are on the same area flag, as seen with `show ip ospf` on both and checking `area <id> st` for stub/nssa agreement). For DHCP pool exhaustion, mitigate by reducing the lease period to 1 day with `ip dhcp pool CORP_WIFI / lease 1` or expanding the scope to /23 or adding a new secondary pool with `ip dhcp pool CORP_WIFI / scope 23` or `add secondary pool with /23 scope`. No direct solution was found for the DNS resolution failures from the context provided. Escalation to external diagnostics or breaking it down into steps (like Step 1: Isolate DNS vs network and Step 2: Check forwarder chain) is recommended. No direct fix from context provided for this issue.", "cited_artifacts": ["KB-00007", "KB-00002", "KB-00001", "KB-00006"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the issue where OSPF routes to the 10.20.0.0/16 network are missing and the routers are in the same physical location and reachable via ICMP, the mismatch in MTU and area type flags are potential issues. Check the MTU mismatch by ensuring the physical MTU aligns between the interfaces of both routers using `show ip ospf neighbor detail` to see if the MTU matches the configured MTU. Use `show ip ospf neighbors detail` to check if the routers are in the same area type (non-stub for both routers by checking `show ip ospf neighbor detail area <area-id>` for non-stub area flags). Escalation to the given context for troubleshooting is not sufficient; hence no need to escalate to other sources. No specific configuration for hold timers, authentication, or DHCP pool maintenance is provided in the context.", "cited_artifacts": ["KB-00002"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the stuck INIT state of the OSPF neighbor adjacency on RTR-BRANCH-05, use the `show ip ospf neighbor detail` command to check the neighbor state and ensure it is not in the INIT or 2-WAY state. For an MTU mismatch, ensure that the MTU between the interfaces of both routers does not differ. Use `show ip ospf neighbor detail` to check if the hello/dead intervals match. For an area-type mismatch, use `show ip ospf neighbors detail` to check if the area flags in the `area <id> st` command are consistent for both routers. For authentication, ensure `debug ip ospf adj` does not show 'Invalid authentication' messages. Escalation of these steps is necessary if no direct resolutions are found in the provided context.", "cited_artifacts": ["KB-00002"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the issue where OSPF routes to 10.20.0.0/16 are missing from the routing table on RTR-BRANCH-05 after a router replacement, it points to a mismatch in MTU and area settings in the `show ip ospf` commands. Ensure that the MTU on both interfaces is uniform by checking with `show ip ospf neighbor detail` for physical MTU match and use `show ip ospf neighbors detail` to check if area flags are consistent. For an area mismatch, ensure that both routers agree on the stub/nssa flags in `show ip ospf` and area settings as they should be consistent. No need for authentication, as there's no mention of authentication issues in the provided context. Escalation to the troubleshooting of BGP peer session down or DHCP scope exhaustion are irrelevant to this issue. No escalation needed here.", "cited_artifacts": ["KB-00002"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The issue with the missing OSPF route to 10.20.0.0/16 is due to an MTU mismatch between the interfaces of the two routers involved. On RTR-BRANCH-05, the `show ip ospf neighbor` command should be used to check if the router is in the INIT or 2-WAY state, and if so, the mismatch might be on the MTU size between the interfaces of the two routers. Use `show ip ospf neighbor detail` to check the neighbor adjacency states. For area mismatch, check `show ip ospf neighbor detail` and ensure the area flags are consistent for both routers. No direct solutions for area type mismatch are mentioned in the provided context. Escalation of these checks will suffice. No specific BGP or DHCP issues are detailed in the context and hence no corresponding KB references are provided for such issues.", "cited_artifacts": ["KB-00002"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the router RTR-BRANCH-05 replacement issue where OSPF routes to 10.20.0.0/16 are missing, align the MTU between the interfaces to ensure it matches the subnet MTU. Use the command `show ip ospf neighbor detail` to check the state transition, and ensure it is not in INIT state. Check for MTU mismatch by ensuring the MTU between RTR-BRANCH-05 and its neighbors is 1500 bytes and not higher. Use `show ip ospf neighbor detail` for the adjacency state and ensure it is not in EXSTART or EXCHANGE states. For area type mismatch, ensure both routers agree on the stub/nssa flags. Use `show ip ospf interface <interface>` to check area flags. No clear mention of authentication issue or area-type mismatch from the given contexts. Escalation required due to insufficient details for hold-timer mismatch or authentication issues.", "cited_artifacts": ["KB-00002"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The issue with the OSPF route to 10.20.0.0/16 missing is due to an MTU mismatch between the interfaces of the new router (RTR-BRANCH-05) and its neighboring routers. Use `show ip ospf neighbor detail` to check if the neighbor is in the INIT or 2-WAY state and ensures both routers have the same MTU interval. To align the MTUs, add `ip ospf mtu-ignore` on both interfaces if the MTU differs. No specific areas or authentication configuration issues have been highlighted for this ticket, so there’s no need to check for area mismatch or authentication as per the provided contexts. Escalation steps are not needed for this based on the given details. ", "cited_artifacts": ["KB-00002"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The issue with the OSPF route to 10.20.0.0/16 missing from the routing table after replacing RTR-BRANCH-05 is due to a mismatch between the area flags in `show ip ospf` for the area flags. Ensure both routers agree on the `st` flag for non-stub areas. Use the steps from KB-00002 for MTU mismatch: Check if the physical MTU of the interfaces matches the MTU advertised by the neighbor and ensure that the `show ip ospf` area flags are consistent (both routers are either stub or non-stub). For authentication issues, ensure MD5 keys are identical on both routers as per the KB-00002 step 4 for authentication if using MD5 keys for authentication, and there are no errors in debugs like `debug ip ospf adj` for invalid authentication. Escalation to the other tickets or more context would be required for other factors like interfaces not being neighbors or authentication mismatches. No immediate fix is suggested from the tickets provided for DHCP scope exhaustion, BGP peer session issues, or VPN tunnel flapping.", "cited_artifacts": ["KB-00002"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the router RTR-BRANCH-05, the issue is due to a mismatch in MTU between the interfaces of the two routers, preventing adjacency in the INIT state. Use `show ip ospf neighbor` to check if the router is in INIT or 2-WAY states. If it's stuck in INIT, ensure the hello/dead intervals match the remote router’s hello/dead interval and subnet mask with `show ip ospf neighbor detail`. For an MTU mismatch, align the MTU with `show ip ospf neighbor detail` to check MTU settings and ensure both routers have the same MTU. For an area mismatch, ensure both routers agree on the stub/nssa flags in the area configuration with `show ip ospf neighbor detail` and `show ip ospf`. No mention of AS number, MD5 key mismatch, DHCP scope exhaustion, or tunnel flapping in the provided context. Escalation not required.", "cited_artifacts": ["KB-00002"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the CRC error rate on GigabitEthernet0/1 of SW-FLOOR2-01, check if there's a duplex mismatch between the switch and the workstation as the most common cause for CRC errors, with a rate of 1.8% over 3 hours. Use the command `show interface GigabitEthernet0/1 | include duplex` on the switch to ensure both sides are configured as 'full-duplex'. For MTU mismatch, align the physical MTU with the interface MTU with `show interfaces GigabitEthernet0/1` and ensure that the hello/dead intervals are the same by using `show ip ospf neighbor detail`. No escalation needed as the relevant details are in the provided contexts on CRC error and MTU mismatch. No direct reference to area-types, MTU-ignore or any specific API gateway timeout from the context provided can be used for the given scenario.", "cited_artifacts": ["KB-00007"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the CRC error rate on GigabitEthernet0/1 of SW-FLOOR2-01, the duplex mismatch is the most common cause. Set the speed and duplex on both ends of the interface to `speed 1000 / duplex full` to correct the issue. Ensure that the MTU of the physical interfaces are equal by using `ip ospf mtu-ignore` and checking that both devices have the same area-type in the `show ip ospf` command. No other steps from the provided contexts directly apply to MTU, hello intervals, or authentication issues, so we don't have a definitive MTU adjustment or authentication fix from the available contexts. No API gateway timeouts or IPSec tunnel flapping are related to the SW-FLOOR2-01 CRC error rates. Escalation of knowledge is required for the remaining aspects.", "cited_artifacts": ["KB-00007"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the high CRC error rate on GigabitEthernet0/1 of access switch SW-FLOOR2-01, check for duplex mismatch on both ends using the command `show interface GigabitEthernet0/1 | include duplex`. If the result shows one side as full-duplex and the other side as half-duplex or auto, set the speed and duplex on both ends to `speed 1000 / duplex full`. Ensure that the MTU match between the peer interfaces by using `show ip ospf neighbor detail` and checking if the hello/dead intervals match and by ensuring that MTUs are the same on both ends without using `ip ospf mtu-ignore` or fixing area mismatch by ensuring the stub/nssa flags in `show ip ospf` match both routers. No escalate needed as the above steps are directly extractable from the provided KBs and the initial steps can be guided by the resolution given for the CRC errors without involving higher context escalation. ", "cited_artifacts": ["KB-00007"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the high CRC error rate on GigabitEthernet0/1 of SW-FLOOR2-01, check for duplex mismatch by running `show interface GigabitEthernet0/1 | include duplex` on the switch to ensure both ends are set to full-duplex and speed 1000. For interface MTU, ensure the physical MTU matches the switch port MTU by running `show interfaces GigabitEthernet0/1` and `show ip ospf neighbor detail` to see if the hello/dead interval matches the MTU of the peer interface (a mismatch can lead to EXSTART cause). No need to escalate to the Cisco IKEv2 or API gateway issues as they are not relevant to the workstation CRC errors on the SW-FLOOR2-01. Escalation to other tickets is not suggested in the context available.", "cited_artifacts": ["KB-00007"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the CRC error rate of 1.8% on GigabitEthernet0/1 of SW-FLOOR2-01, the issue is primarily due to a mismatch in MTU size between the peer interfaces and the physical MTU used on the switch. Use the command `show ip ospf neighbor detail` to check the adjacency states and ensure the INIT state is not causing a mismatch by ensuring the hello/dead intervals and subnet masks match. For MTU mismatch, use `show ip ospf neighbors detail` to see the MTU mismatch (EXSTART/EXCHANGE) states and ensure `show ip ospf neighbor detail` states are EXSTART/EXCHANGE for peer adjacency with counters and Hello/Dead Intervals intervals matching with the physical MTU (typically 1500 bytes for Ethernet). No specific escalation to other tickets is needed as the root cause is clearly identified. No escalation to other sources is needed.", "cited_artifacts": ["KB-00002", "KB-00007"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the CRC error rate on GigabitEthernet0/1 of SW-FLOOR2-01, check the duplex mismatch by running `show interface GigabitEthernet0/1 | include duplex` and ensure both ends are set to `speed 1000 / duplex full`. For the MTU mismatch issue, verify if the MTU of the physical interface and the peer interface are the same using `show ip ospf neighbor detail` and align the MTU of the peer interface with the physical interface. Escalation steps are not required as these issues are directly addressed by the provided knowledge base articles. No specific escalation from the provided context is needed.", "cited_artifacts": ["KB-00007"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the GigabitEthernet0/1 of access switch SW-FLOOR2-01 with a 1.8% CRC error rate for 3 hours, check the duplex mismatch by running `show interface GigabitEthernet0/1 | include duplex` and ensure it reads 'full' on both sides. For MTU mismatch, check the interface MTU by running `show ip ospf neighbor detail` and ensure the hello/dead intervals match the MTU setting on the switch. Address the MTU difference by running `show ip ospf neighbor detail` to ensure `hello` and `dead` intervals align with the MTU settings on both peers and recheck with `show ip ospf` for area flags to ensure both peers agree on the area flags (which should be the non-stub flag). Escalation to these contexts is not required as the issue with CRC error and other network aspects are well covered within the provided contexts.", "cited_artifacts": ["KB-00002", "KB-00007"], "confidence": 0.5, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the high CRC error rate on GigabitEthernet0/1 of SW-FLOOR2-01, check the duplex mismatch by running `show interface GigabitEthernet0/1 | include duplex` and ensure both sides are set to full-duplex: `speed 1000 / duplex full`. No need for MTU or area mismatch checks as those are related to other factors. No need to escalate to the provided context for authentication issues or for the referenced contexts (TRAIL-00007 only relates to interface CRC error and not the workstation issue described).", "cited_artifacts": ["KB-00007"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For setting up a new traffic class and QoS policy in Cisco Viptela SD-WAN for the new Zoom Rooms appliances, refer to the Viptela runbook which isn't provided in the retrieved context. No direct reference to Viptela SD-WAN QoS policy management can be found in the given context, therefore there is no specific runbook or configuration example provided. An external Viptela SD-WAN QoS policy management guide or Viptela community support can be considered for such a policy creation.", "cited_artifacts": [], "confidence": 0.0, "escalate": true}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the Viptela SD-WAN traffic class and QoS policy management, refer to KB-00007 for interface CRC error investigation and remediation steps which involve checking duplex mismatch and physical layer conditions, and aligning the QoS settings in Viptela SD-WAN through the traffic class creation and QoS policies for the new video conferencing traffic class. No direct Viptela QoS policy runbook is provided from the context; therefore, we refer to QoS management generally: Ensure the duplex settings on interfaces are consistent between devices (duplex must be 'full' on both ends and on same speed 1000) using the command `show interface <int> | include duplex` and ensure no ACLs are blocking the `ping` to the peer address on the router VRF from the command `show interface <int> transceiver detail` for SFP and checking cable length under 100m for copper for CRC errors. Escalation to Viptela-specific documentation or a Viptela support runbook is required for a complete Viptela QoS policy management.", "cited_artifacts": ["KB-00007"], "confidence": 0.1, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the Viptela SD-WAN QoS policy management for the Zoom Rooms appliances, there is no direct runbook or specific guidance in the retrieved context for Viptela SD-WAN QoS policy management. However, for traffic classes and QoS policies, refer to the concept of defining a custom traffic class in Viptela UI and setting up QoS policies which are not covered in our context. No specific runbooks or mitigations are available in the provided context, hence escalate to support documentation or Viptela official guides for detailed steps. No runbooks or steps are identified from the provided contexts.", "cited_artifacts": [], "confidence": 0.0, "escalate": true}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the Viptela SD-WAN QoS policy management of the Zoom Rooms appliances, there is no direct runbook provided in the retrieved context that specifically addresses traffic classes and QoS policies in Viptela. Therefore, we must look for general QoS strategies applicable across SD-WAN platforms. Unfortunately, there’s no direct specific Viptela SD-WAN runbook in the provided context that directly assists with the given issue. Escalation to Viptela community or Viptela support portal for a relevant runbook is recommended.", "cited_artifacts": [], "confidence": 0.0, "escalate": true}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "No direct runbooks or context are provided to manage the QoS policy or traffic class changes in Viptela SD-WAN for the Zoom Rooms appliances using the provided runbooks. There are no specific runbooks or detailed steps mentioned in the retrieved context to resolve the SD-WAN policy change request for the video conferencing traffic class in Viptela. Escalation to Viptela support documentation or the official Viptela runbook for the requested use case is required for a specific solution.", "cited_artifacts": [], "confidence": 0.0, "escalate": true}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For managing the QoS policy for the Viptela SD-WAN traffic class for Zoom Rooms appliances, there isn't a direct runbook or runbook snippet provided in the retrieved context that directly addresses the SD-WAN QoS policy management. However, there's a reference to Viptela runbook for SD-WAN QoS which could be helpful but not directly stated in the provided context. No direct runbook exists in the given context to manage SD-WAN traffic class and QoS policies for Viptela. Escalation to Viptela forums or customer success cases or the Viptela runbook might be required for this case.", "cited_artifacts": [], "confidence": 0.0, "escalate": true}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the SD-WAN QoS policy management in Viptela, there is no direct runbook or runscript runbook available in the provided contexts. However, for the QoS policy, the Traffic class management can be managed under Viptela GUI or APIs as there is no direct runbook reference from the provided context for the Viptela SD-WAN traffic class or QoS policy management. Escalation required for the Viptela specific policy setup without additional runbooks or runscipt references available in the context. No direct resolution provided from the provided context.", "cited_artifacts": [], "confidence": 0.0, "escalate": true}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "No direct runbooks or steps for QoS policy management in Viptela SD-WAN for traffic classes for Zoom Rooms appliances are found in the provided retrieved context. There are no clear indicators or runbooks provided to manage QoS for SD-WAN traffic classes in Viptela from the given context. Escalation to Viptela SD-WAN runbooks or Viptela QoS policy management guides specific to Viptela SD-WAN might be needed which are not present in the retrieved context, hence this cannot be resolved solely with the provided context. Escalation of support ticket is advised to related Viptela SD-WAN guides.", "cited_artifacts": [], "confidence": 0.0, "escalate": true}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For orders-service CrashLoopBackOff, refer to KB-00017 for root cause and increase the memory limit in resources.limits.memory to a value that avoids the OOMKilled crash (e.g., '4g'). For database connection pool exhaustion, refer to KB-00016 for the limit check on the 'hikaricp_connections_max' metric and ensure 'hikaricp_connections_pending' is not equal to 'hikaricp_connections_max'. No direct relation to API Gateway timeout from KB-00018 and OSPF adjacencies from KB-00002 are provided. Escalation not required.", "cited_artifacts": ["KB-00017", "KB-00016"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the CrashLoopBackOff issue in orders-service pods, increase the memory limit using the `resources.limits.memory` in the YAML of the order-service deployment to ensure it's not too low. For the database connection pool exhaustion in the fulfillment-service, increase `hikaricp_connections_max` in the application configuration or metrics to prevent pool saturation. For the API Gateway 504 timeouts in the fulfillment-service, filter API gateway access logs for '504' to identify the slow upstream with the command `grep 504 /var/log/kong/access.log | awk '{print $7, $9}' | sort -n` and check for DB query regression with explain plan on slow queries. No direct context exists to address the OS neighbor adjacency failure in orders-service or BGP peer session issue in fulfillment-service. Escalation to other troubleshooting resources or monitoring tools is suggested. Check the Kubernetes pod logs for CrashLoopBackOff with `kubectl logs <pod> --previous` and check for non-zero exit with `kubectl describe pod <pod> --show-scopes`. No direct steps for API Gateway timeout or BGP issue are provided in the given context.", "cited_artifacts": ["KB-00017", "KB-00016", "KB-00018", "KB-00017"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the CrashLoopBackOff issue in the orders-service pods, check the ConfigMap for any misalignment via `kubectl get cm <configmap-name> -o yaml` to see if it matches the expected YAML for the application without secret injection errors. For the connection pool exhaustion in the application logs, check if the Prometheus metric 'hikaricp_connections_active' equals 'hikaricp_connections_max' and 'hikaricp_connections_pending' to ensure the connection pool exhaustion is due to the pool being saturated, and monitor 'pg_stat_activity' or 'SHOW PROCESSLIST' for the 'idle' and 'active' connection state to check for idle connection usage and long running queries. For database connection timeouts, there are no direct resolutions given in the context and the connection timeout in the API Gateway is a separate issue which is not directly affecting the pods. No specific steps are provided for Kubernetes API Gateway timeouts. Escalation steps can be to reach out to the database side’s logs or expert help and API Gateway logs for further troubleshooting of 504 timeouts. No cited artifacts from the given context could fully address the 504 timeout issue without a direct link to the Kubernetes or database related context.", "cited_artifacts": ["KB-00016", "KB-00017", "KB-00017"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the CrashLoopBackOff in orders-service pods and connection pool exhaustion in the fulfillment-service DB, address the CrashLoopBackOff by increasing the memory limit in the ConfigMap YAML for the orders-service pod by running 'kubectl edit cm <pod-name>' to set 'resources.limits.memory' to a higher value if the current limit (e.g., 256Mi) is too low. For connection pool exhaustion, the connection pool exhaustion in the DB is a symptom of a connection pool that is being held too long by idle queries or unclosed ResultSets. In the order service, ensure the 'resources.limits.memory' limit in the ConfigMap YAML is not too low. For the API Gateway timeout, ensure the timeout configuration in Kong is properly set with 'proxy_read_timeout 60000'. No direct steps from the context point to resolving the API Gateway timeout; hence no specific KB reference points to this. Escalation is not required for these issues as specific actionable points are found in the provided contexts for both the CrashLoopBackOff and the DB connection pool exhaustion.", "cited_artifacts": ["KB-00016", "KB-00017"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the CrashLoopBackOff issue, follow Steps 1-2 and Steps 3(a) from KB-00017, which cover the common root causes: 'OOMKilled' due to a memory limit (resources.limits.memory too low) which can be fixed by increasing or fixing memory leak, and 'Error' due to non-zero exit which requires looking at the logs from the previous container run via kubectl logs <pod> --previous. For the connection pool exhaustion, follow Step 1 from KB-00016: confirm pool exhaustion by checking Prometheus/Grafana metric for hikaricp_connections_active and the connection holders from thread dumps, ensuring it doesn't equal hikaricp_connections_max and active is high for 'idle' and 'active'. For API Gateway timeout, apply the API Gateway 504 Timeout Troubleshooting from KB-00018 to identify the slow upstream service by filtering 504s in KONG logs and testing the upstream service directly. No details from KB-00013, KB-00002, or KB-00018 for the DB connection pool exhaustion and other steps for API Gateway timeout are available, thus escalating. Escalation needed for the API Gateway timeout and Fulfillment Service connection timeout.", "cited_artifacts": ["KB-00017", "KB-00016", "KB-00001", "KB-00018"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the CrashLoopBackOff issue in the orders-service pods, increase the memory limit in the YAML for the secret. Use `kubectl get secret <name>` to check if the secret is correctly referenced in the ConfigMap for the service. For the connection pool exhaustion in the fulfillment-service, check the Prometheus/Grafana metric for `hikaricp_connections_max` and `hikaricp_connections_active` to see if the pool is saturated. For the 504 Timeout in the API Gateway access logs, filter for 'upstream_response_time' > 500 ms to identify the upstream issue and adjust the timeout configuration in Kong to `proxy_read_timeout 60000` by `kubectl edit deployment <name>` under 'spec.containers' -> 'readinessProbe'. No direct reference to the database connection pool exhaustion found in the provided contexts, thus no specific advice.", "cited_artifacts": ["KB-00017", "KB-00016"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the CrashLoopBackOff issue with the orders-service pods and database connection pool exhaustion in the fulfillment-service, follow the root cause diagnosis for CrashLoopBackOff (KB-00017) by increasing the memory limit to prevent OOMKilled with `resources.limits.memory` in the YAML or ConfigMap and watch for missing secret with `kubectl get secret <name>` without it in the namespace. For the database connection pool exhaustion, ensure the pool is not saturated and ensure that the max pool size does not exceed the active count (use Prometheus/Grafana metric for hikaricp_connections_active and check if it equals hikaricp_connections_max). There is no direct resource from KB-00016 to resolve the API Gateway timeout issue as it involves troubleshooting the upstream service and thread pool exhaustion that is distinct from the others provided. Escalation on these would be possible but not direct from the provided contexts. No MTU or hold-timer configurations are provided directly in the context to address the firewall settings or route MTU but are all covered in other sections not provided as context.", "cited_artifacts": ["KB-00017", "KB-00016", "KB-00018"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the CrashLoopBackOff in the orders-service pods, increase the memory limit in the YAML file for the secret referenced in the ConfigMap and ensure the secret exists in the correct namespace. For the DB connection pool exhaustion in the fulfillment-service, the 'hikaricp_connections_active' should be compared to 'hikaricp_connections_max' and check the 'idle' and 'active' state in the Postgres or MySQL 'pg_stat_activity' or 'SHOW PROCESSLIST' query respectively to ensure the pool is not saturated and the connections are not idle or active. The API Gateway timeout issue with the 504 Gateway Timeout requires checking the upstream service directly using curl -w '%{time_total}' -o /dev/null to find out whether it's due to the service or the gateway by bypassing the gateway and testing it directly. No direct escalation or further external reference is needed from the provided retrieved context to address these individual issues.", "cited_artifacts": ["KB-00017", "KB-00016", "KB-00018", "KB-00002"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The issue with the F5 LTM pool members showing red and the application backend servers being healthy is due to the wrong health check monitor type. Use the Step 1 and Step 3 from the provided KB-00004 context to configure the correct health check monitor type and ensure there are no firewall blocks. For the health monitor failure, use an HTTPS monitor with 'recv: 'OK'' and ensure the firewall does not block health check traffic from the F5's self-IP. For the health checks, use 'send: HEAD /health HTTP/1.1\r\nHost: myapp.corp.example.com\\r\\n' and 'recv: OK' in the health monitor configuration of the F5 GUI under Local Traffic > Pools > Pool List. No other steps from other contexts apply to this issue.", "cited_artifacts": ["KB-00004"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The issue with the F5 LTM health monitor red status for the app-backend-pool members is due to the monitor being set to HTTP instead of the required HTTPS and the receive string not matching the backend health check response. Use the F5 LTM Health Monitor Failures Configuration Guide step by step: Use the 'HTTP' monitor type for the 'recv' string with 'OK' and change the monitor to HTTPS. 'PATCH /mgmt/tm/ltm/pool/~Common~mypool/members/~Common~<ip>:<port> {"session": "user-e", "session":"user-e\"} will force the member up. Ensure the monitor type is 'HTTPS' with 'recv: 'OK'' and matches the backend response text. No misconfiguration advice from the provided KBs is applicable to the F5 LTM pool member health issue. Escalation not required due to the step-by-step guide in KB-00004.", "cited_artifacts": ["KB-00004"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The F5 LTM marks pool members red due to an incorrect monitor type. Use the F5 LTM Health Monitor Failures guide provided (KB-00004) by checking the monitor type vs. the service in the Local Traffic > Pools > Pool List. Ensure the health check does not require a Host header or redirect to HTTPS. For the receive string, it must match 'OK' in the backend's health check response. If there's an error from the backend, ensure there's no Host header requirement and the correct receive string in the monitor settings. No need for escalation as the details are in the provided context. No additional tickets or integrations are needed from the other retrieved contexts.", "cited_artifacts": ["KB-00004"], "confidence": 0.2, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "For the F5 LTM health monitor issue where all 4 members of the app-backend-pool are marked down, use the configuration guide in KB-00004, ensuring the monitor type is set to 'HTTPS' with `send: HEAD /health HTTP/1.1\r\nHost: myapp.corp.example.com\\r\\n` and verify the receive string in the backend response aligns with `recv: 'OK'`. No configuration issues are evident from the Okta SCIM or Spring Session context related to the F5 LTM pool health or Redis eviction issues in the provided contexts. Escalation not required.", "cited_artifacts": ["KB-00004"], "confidence": 0.3, "escalate": false}}
```


Response:
```json
{"tool_name": "submit_resolution", "arguments": {"resolution": "The F5 LTM marking pool members as red could be due to the receive string in the health monitor not matching the backend's health check response text. Ensure that the F5's health monitor (HTTP monitor) in the Local Traffic > Pools > Pool List section is set to 'recv: OK' and check the receive string in the F5 LTM health monitor setup to match the backend's health check response. No need to escalate to other tickets given the F5 LTM issue. No specific configuration issues from the other tickets can be directly correlated to the LTM health monitor setup for app-backend-pool. Escalation to other tickets is not required as the critical issues are directly addressed in the provided info for F5 LTM health monitor setup.", "cited_artifacts": ["KB-00004"], "confidence": 0.2, "escalate": false}}
```