R05.12.01.01 · 任务小类

工单分诊、处理与知识库

Ticket triage, resolution & knowledge base

Route and resolve tickets correctly and keep the knowledge base current.

20 条本项目编写的提案 · 分类 v1.1 · 新增基准运行 0 次。下方验证方式与部分得分规则是设计，不是执行结果。

典型应用: Zendesk · ServiceNow · Freshdesk
小类 GUI 需求标签: HY · 混合

数字员工关联

本项目的小类归属，不代表员工能力实证或已导入基准覆盖。验收与价值指标均为建议，未测量 ROI。

关联岗位

客户支持 · 支持职责对应工单／知识库更新，以及符合政策的客户事务办理。
IT 与软件交付 · 分别对应服务工单、恢复的配置、身份记录、仓库修复、通过的 CI 和发布包。

客户支持 · 主任务小类

工作流: 读取工单与知识库 → 按规则解决或转交 → 更新工单。
交付物: 工单更新、有依据的答复及转交上下文。
建议验收: 工单与最终状态正确；保留必要确认、转交；不虚报结案。
建议指标 · 未测量: 每次核验解决的总成本；重开率；人工处理分钟数。

交付物是已解决或升级的工单、更新记录及对应知识依据。

Salesforce: Service agent use cases · 官方文档
Salesforce: Case management with Flow actions · 官方文档

IT 服务台 · 主任务小类

工作流: 读取故障上下文 → 草拟结案说明 → 用户选择结案分类 → 更新记录。
交付物: 附处理证据或明确升级路径的故障记录。
建议验收: 故障编号、用户确认的结案分类与证据一致；写入说明不等于系统已修复。
建议指标 · 未测量: 每条合格结案记录耗时；人工修改率；结案分类错误率。

经确认的故障说明与结案分类属于工单处理；记录结案不代表系统修复。

Microsoft: Employee Self-Service declarative agents · 官方文档
ServiceNow: Incident resolution details agent · 官方文档

对照全部数字员工工作流设计

任务提案 · 20

展开查看完整原文与建议检查方式；两种界面均保留提案英文原文。

R05.12.01.01-T01 Triage forty new tickets by category and priority policy

原始指令

Zendesk (sandbox) view 'New - unassigned' has 40 tickets from synthetic customers. Apply input/triage_policy.md: set the custom field 'Category' (6 values), priority (urgent/high/normal/low by impact x urgency), and group by category. Exactly the tickets meeting the outage criteria become urgent. Add no public replies.

平台: web · 任意系统（网页）
应用: Zendesk
交互表面: brow · 浏览器
GUI 需求 · 任务设定: HY · 混合
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: click · 指向与点击 nav · 平移 / 缩放 / 滚动 type · 文字与表单
工作产物: WP08 · 应用 / 系统状态
条件: 未声明
提案难度: 4 / 5

建议验证方式

Zendesk API read by grader: category, priority, group equal key for 40 tickets (key has 3 urgent); no public comments added; audit events authored by agent's web session (API token not issued).

建议部分得分

35% categories; 35% priorities (urgent set exact for full share); 20% groups; 10% no public replies.

R05.12.01.01-T02 Merge outage duplicates into a problem and update requesters

原始指令

In Zendesk (sandbox), 6 tickets report the same login outage. Create problem ticket 'Login outage 2026-10-14', link the 6 as incidents (merge exact duplicates from the same requester instead), and post one public update on the problem using macro 'Outage acknowledged', which propagates to linked incidents.

平台: web · 任意系统（网页）
应用: Zendesk
交互表面: brow · 浏览器
GUI 需求 · 任务设定: HY · 混合
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: click · 指向与点击 nav · 平移 / 缩放 / 滚动 type · 文字与表单
工作产物: WP08 · 应用 / 系统状态
条件: risk · 高风险 / 不可逆
提案难度: 3 / 5

建议验证方式

Problem ticket exists; incident links equal key; the 2 same-requester duplicates merged; one public comment on problem from macro; each incident received exactly one update.

建议部分得分

25% problem created; 35% incidents linked; 20% duplicates merged; 20% single update propagated.

R05.12.01.01-T03 Resolve password-reset tickets with a canned response

原始指令

In Freshdesk (sandbox), resolve the 10 open tickets in view 'Password resets' using canned response 'Self-service reset' (fill the requester's first name), set resolution type 'Self-service' and status Resolved. Leave the one ticket where the user says the reset email never arrives open and assign it to group 'Identity'.

平台: web · 任意系统（网页）
应用: Freshdesk
交互表面: brow · 浏览器
GUI 需求 · 任务设定: HY · 混合
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: click · 指向与点击 type · 文字与表单
工作产物: WP08 · 应用 / 系统状态
条件: 未声明
提案难度: 2 / 5

建议验证方式

Freshdesk records: 9 resolved with resolution type and reply text matching template with correct first names; the exception ticket open in group Identity.

建议部分得分

50% nine resolved with reply; 20% names filled; 30% exception handled.

R05.12.01.01-T04 Build an SLA-breach list and assign round-robin

原始指令

In ServiceNow (PDI), create a personal list filter on Incident: active, SLA 'has breached' false and time left < 4 h, sorted by time left ascending; save it as 'Breaching in 4h'. Assign its incidents round-robin in that order to Beth Anglin, David Loo and Fred Luddy, with work note 'SLA watch'.

平台: web · 任意系统（网页）
应用: ServiceNow
交互表面: brow · 浏览器
GUI 需求 · 任务设定: HY · 混合
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: click · 指向与点击 type · 文字与表单 nav · 平移 / 缩放 / 滚动
工作产物: WP08 · 应用 / 系统状态
条件: 未声明
提案难度: 3 / 5

建议验证方式

sys_filter record exists with equivalent conditions (result-set equality); incidents in key order assigned A,B,C,A,...; work notes present. Agent has no REST role; audit shows UI transactions.

建议部分得分

30% saved filter; 50% round-robin assignment; 20% work notes.

R05.12.01.01-T05 Reassign stale P1 incidents to on-call

原始指令

In ServiceNow (PDI), reassign all active P1 incidents opened more than 48 hours ago to assignment group 'Network On-Call' and add the work note 'Escalated: >48h P1'. Do not change any other incident.

平台: web · 任意系统（网页）
应用: ServiceNow
交互表面: brow · 浏览器
GUI 需求 · 任务设定: HY · 混合
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: click · 指向与点击 type · 文字与表单 nav · 平移 / 缩放 / 滚动
工作产物: WP08 · 应用 / 系统状态
条件: 未声明
提案难度: 2 / 5

建议验证方式

Incident table: exactly the key set reassigned with work note; no other incidents updated after task start.

建议部分得分

60% correct set reassigned; 25% work notes; 15% no collateral updates.

R05.12.01.01-T06 Revise and republish a versioned knowledge article

原始指令

In ServiceNow Knowledge (PDI), article KB0010042 'Reset MFA' is outdated. Check it out, replace step 3 with the text in input/step3.txt, replace the step-3 screenshot with input/mfa_new.png, set valid-to 2027-12-31, and publish it as version 2 through the approval workflow (auto-approve configured).

平台: web · 任意系统（网页）
应用: ServiceNow
交互表面: brow · 浏览器
GUI 需求 · 任务设定: HY · 混合
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: click · 指向与点击 type · 文字与表单
工作产物: WP01 · 文档
条件: 未声明
提案难度: 3 / 5

建议验证方式

kb_knowledge: version 2.0 published, previous retired; body step 3 text exact; image attachment hash; valid_to set; step 1, 2, 4 unchanged.

建议部分得分

30% new version published; 35% step text; 20% screenshot; 15% other steps unchanged.

R05.12.01.01-T07 Write a KB article with an annotated screenshot from a solved ticket

原始指令

Freshdesk ticket #4410 (sandbox) was solved by changing a printer driver setting. Write a new solution article in folder 'Printing' from the thread: title, 5 numbered steps, and the screenshot input/driver_dialog.png annotated with a red box around the 'Spool settings' button and an arrow to 'Print directly to printer' (use any image editor). Publish it.

平台: mac · macOS win · Windows web · 任意系统（网页）
应用: Freshdesk · Preview · Snipping Tool
交互表面: brow · 浏览器 desk · 桌面 GUI
GUI 需求 · 任务设定: G2 · GUI 必要
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: path · 连续路径 vis · 视觉判断 type · 文字与表单 multi · 跨应用
工作产物: WP01 · 文档
条件: multiapp · 多应用
提案难度: 4 / 5

建议验证方式

Article published in folder with 5 ordered steps matching thread facts (rubric by LLM limited to step correctness); image diff: red box IoU >= 0.6 with the button bbox, arrow tip within 30 px of target control. Agent gets no Freshdesk API key and the VM has no shell or Python, so the image must be marked up in an image editor and the article published in the web UI.

建议部分得分

35% steps correct; 20% published in folder; 30% box placement; 15% arrow placement.

R05.12.01.01-T08 Configure SLA policy and escalation trigger

原始指令

In Zendesk (sandbox), create SLA policy 'Enterprise' for organizations tagged 'ent': first reply 1 h/4 h/8 h/24 h for urgent/high/normal/low, next reply 4 h, business hours schedule 'EU support'. Add a trigger that sets priority to urgent and notifies group 'Escalations' when an 'ent' ticket contains 'production down'.

平台: web · 任意系统（网页）
应用: Zendesk
交互表面: brow · 浏览器 api · API / SDK
GUI 需求 · 任务设定: AP · API 足够
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: click · 指向与点击 type · 文字与表单
工作产物: WP08 · 应用 / 系统状态
条件: 未声明
提案难度: 3 / 5

建议验证方式

API read of sla_policies and triggers: metrics and targets exact, schedule linked, conditions correct; behavioral test ticket gets urgent priority and a group notification.

建议部分得分

45% SLA targets; 15% schedule; 40% trigger behaves.

R05.12.01.01-T09 Set up request types and portal forms in Jira Service Management

原始指令

In Jira Service Management (test site), service project 'IT Help', add request types 'Hardware request' and 'Access request' with portal forms from input/forms.md (fields, required flags, help text), group them in portal group 'Get help', and route them to queues 'Hardware' and 'Access' via queue JQL.

平台: web · 任意系统（网页）
应用: Jira Service Management
交互表面: brow · 浏览器
GUI 需求 · 任务设定: HY · 混合
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: click · 指向与点击 type · 文字与表单 drag · 拖放
工作产物: WP08 · 应用 / 系统状态
条件: 未声明
提案难度: 3 / 5

建议验证方式

REST read of request types and field config (names, required, order); portal group membership; queues return grader's test requests correctly.

建议部分得分

40% request types and fields; 20% portal group; 40% queues route test requests.

R05.12.01.01-T10 Resolve a VPN ticket by fixing the account in a directory console

原始指令

Zammad ticket #7781 (sandbox): 'Can't connect to VPN since Monday'. In the Active Directory Users and Computers console on a Windows Server test VM (RDP), find the user, determine why (locked out and VPN group removed per input/vpn_policy.md), unlock the account, restore the group membership, then reply in Zammad with the cause and close the ticket.

平台: win · Windows web · 任意系统（网页）
应用: Zammad · Active Directory Users and Computers
交互表面: desk · 桌面 GUI brow · 浏览器
GUI 需求 · 任务设定: HY · 混合
GUI 需求 · 普通权限: G3 · 仅 GUI
交互原语: click · 指向与点击 multi · 跨应用 type · 文字与表单
工作产物: WP08 · 应用 / 系统状态
条件: multiapp · 多应用
提案难度: 4 / 5

建议验证方式

LDAP read: lockoutTime 0, member of 'VPN-Users'; no other attribute changes; Zammad ticket closed with reply naming both causes. PowerShell remoting disabled on the VM.

建议部分得分

30% unlocked; 30% group restored; 25% reply with cause; 15% ticket closed, no other AD changes.

R05.12.01.01-T11 Create a problem and known error from clustered incidents

原始指令

In ServiceNow (PDI), 12 incidents in the last week mention mail delays. Determine which share a common configuration item and symptom, create a problem record for that CI, link those incidents, document workaround from input/workaround.txt, and publish a Known Error article from the problem.

平台: web · 任意系统（网页）
应用: ServiceNow
交互表面: brow · 浏览器
GUI 需求 · 任务设定: HY · 混合
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: click · 指向与点击 nav · 平移 / 缩放 / 滚动 type · 文字与表单
工作产物: WP08 · 应用 / 系统状态
条件: 未声明
提案难度: 4 / 5

建议验证方式

problem record with CI = key CI; linked incident set equals key (8 of 12); workaround field; kb_knowledge known-error article linked and published.

建议部分得分

20% problem with right CI; 40% correct incident links; 15% workaround; 25% known-error article.

R05.12.01.01-T12 Route tickets using error codes visible only in screenshots

原始指令

In Freshdesk (sandbox), 14 tickets say only 'app broken, see screenshot'. Open each attached screenshot, read the error code or dialog, set the 'Error code' field, and route to group Billing, Sync or Auth per input/error_map.csv. Mark tickets whose screenshot shows no error as 'Needs info' and reply with the canned request.

平台: web · 任意系统（网页）
应用: Freshdesk
交互表面: brow · 浏览器
GUI 需求 · 任务设定: G2 · GUI 必要
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: vis · 视觉判断 click · 指向与点击 type · 文字与表单
工作产物: WP08 · 应用 / 系统状态
条件: 未声明
提案难度: 3 / 5

建议验证方式

Error code fields equal key read from screenshots; groups per map; the 3 no-error tickets status 'Needs info' with canned reply. Attachments are images without EXIF/text layers. No Freshdesk API key is issued to the agent, so fields, groups and replies must be set in the helpdesk's web session.

建议部分得分

45% error codes; 30% routing; 25% needs-info handling.

R05.12.01.01-T13 Triage multilingual tickets with translated macros

原始指令

Zendesk (sandbox) has 20 new tickets in English, German, Spanish, Japanese and Portuguese. Set the language field, route each to its language group, and apply the acknowledgement macro in the matching language (dynamic content variants exist). Tickets mixing two languages go to the group of the requester's profile locale.

平台: web · 任意系统（网页）
应用: Zendesk
交互表面: brow · 浏览器
GUI 需求 · 任务设定: HY · 混合
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: click · 指向与点击 type · 文字与表单 nav · 平移 / 缩放 / 滚动
工作产物: WP08 · 应用 / 系统状态
条件: 未声明
提案难度: 4 / 5

建议验证方式

Per ticket language, group and macro variant in public comment equal key; mixed-language tickets use profile locale; no ticket gets two acknowledgements.

建议部分得分

35% language; 35% group; 20% correct macro variant; 10% no duplicates.

R05.12.01.01-T14 Work assigned tickets from the Zendesk mobile app

原始指令

On an Android emulator with the Zendesk Support app (sandbox agent), process the 6 tickets assigned to you: set status per input/mobile_actions.md (pending, solved, on-hold), add the internal notes given, and change one ticket's priority to high.

平台: and · Android
应用: Zendesk Support mobile
交互表面: mob · 移动触控
GUI 需求 · 任务设定: HY · 混合
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: touch · 触控手势 type · 文字与表单
工作产物: WP08 · 应用 / 系统状态
条件: 未声明
提案难度: 2 / 5

建议验证方式

Ticket audits show changes from the mobile client (via channel 'mobile'); statuses, notes (internal, not public) and priority equal key.

建议部分得分

50% statuses; 30% internal notes; 20% priority change.

R05.12.01.01-T15 Escalate tickets about to breach SLA

原始指令

In Freshdesk (sandbox), find open tickets whose resolution due time is within the next 2 hours (business hours apply), escalate them to group 'L2', add private note 'SLA risk - escalated' and set priority Urgent. Write their ids to output/escalated.txt.

平台: web · 任意系统（网页）
应用: Freshdesk
交互表面: brow · 浏览器
GUI 需求 · 任务设定: HY · 混合
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: click · 指向与点击 nav · 平移 / 缩放 / 滚动 type · 文字与表单
工作产物: WP08 · 应用 / 系统状态
条件: 未声明
提案难度: 3 / 5

建议验证方式

Ticket set equals key computed from due_by at task start; group, priority and private note set; output ids match; no other tickets changed.

建议部分得分

40% correct set; 30% group and priority; 20% note; 10% output.

R05.12.01.01-T16 Rename a retired product across the knowledge base

原始指令

Product 'CloudSync' was renamed 'DriveLink'. In the Zendesk Guide help center (sandbox), update all articles mentioning CloudSync (body and titles, not URLs of external links), and for articles whose screenshots still show the old CloudSync logo, add label 'needs-screenshot'. Publish updates; leave archived articles alone.

平台: web · 任意系统（网页）
应用: Zendesk Guide
交互表面: brow · 浏览器
GUI 需求 · 任务设定: HY · 混合
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: vis · 视觉判断 type · 文字与表单 nav · 平移 / 缩放 / 滚动
工作产物: WP01 · 文档
条件: 未声明
提案难度: 4 / 5

建议验证方式

Help Center API: no 'CloudSync' in titles/bodies of published articles except external link URLs; label set equals key from logo-in-image annotation; archived articles unchanged.

建议部分得分

45% text replaced correctly; 15% URLs preserved; 30% screenshot labels; 10% archived untouched.

R05.12.01.01-T17 Link helpdesk tickets to assets by serial number

原始指令

In GLPI (local), 9 open tickets mention a laptop by serial number in the description or a photo of the asset label. Link each ticket to the matching computer asset, set ITIL category 'Hardware > Laptop', and add a follow-up stating the asset's warranty end date from its record.

平台: web · 任意系统（网页）
应用: GLPI
交互表面: brow · 浏览器
GUI 需求 · 任务设定: HY · 混合
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: click · 指向与点击 vis · 视觉判断 type · 文字与表单
工作产物: WP08 · 应用 / 系统状态
条件: 未声明
提案难度: 3 / 5

建议验证方式

glpi_items_tickets links equal key; category set; follow-up contains the correct warranty date per asset; photo-only serials (3) require reading images.

建议部分得分

50% correct links; 20% category; 30% warranty follow-ups.

R05.12.01.01-T18 Run a major incident from declaration to review

原始指令

In ServiceNow (PDI with Major Incident Management), promote INC0010231 (payment API errors) to major incident, link the 7 related user incidents as children, create communication tasks for stakeholders per input/mim_plan.md, post 3 timed updates from input/timeline.txt, resolve with the root cause, and create the post-incident review record.

平台: web · 任意系统（网页）
应用: ServiceNow
交互表面: brow · 浏览器
GUI 需求 · 任务设定: HY · 混合
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: click · 指向与点击 type · 文字与表单 nav · 平移 / 缩放 / 滚动
工作产物: WP08 · 应用 / 系统状态
条件: long · 长流程
提案难度: 5 / 5

建议验证方式

Incident major_incident_state accepted then resolved; children equal key; comm tasks per plan; 3 updates with timestamps and text; resolution fields; PIR record linked.

建议部分得分

40% promoted with children linked; 35% comm tasks and timed updates; 25% resolution and PIR.

R05.12.01.01-T19 Repair macros that link to retired KB articles

原始指令

In Zendesk (sandbox), 8 macros insert links to help-center articles that were archived. Using input/redirects.csv (old -> new article id), update each macro's comment text to the new URL, keep all other macro actions identical, and deactivate the one macro whose article has no replacement.

平台: web · 任意系统（网页）
应用: Zendesk
交互表面: brow · 浏览器 api · API / SDK
GUI 需求 · 任务设定: AP · API 足够
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: click · 指向与点击 type · 文字与表单 code · 代码与命令
工作产物: WP08 · 应用 / 系统状态
条件: 未声明
提案难度: 3 / 5

建议验证方式

Macros API: 7 macros contain only new URLs and other actions unchanged (JSON diff); 1 macro inactive; no new macros created.

建议部分得分

60% URLs replaced; 25% other actions unchanged; 15% deactivation.

R05.12.01.01-T20 Work a shift queue to policy across 25 tickets

原始指令

In Zendesk (sandbox) as agent on the evening shift, process the 25 tickets in view 'My queue' per input/support_playbook.pdf: answer how-to questions with the right help-center article link, solve resolved ones, set pending where info is missing, merge duplicates, escalate billing disputes over $200 to 'Billing L2', and leave a handover note in output/handover.md.

平台: web · 任意系统（网页）
应用: Zendesk · Zendesk Guide
交互表面: brow · 浏览器
GUI 需求 · 任务设定: HY · 混合
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: click · 指向与点击 type · 文字与表单 nav · 平移 / 缩放 / 滚动
工作产物: WP08 · 应用 / 系统状态
条件: long · 长流程
提案难度: 5 / 5

建议验证方式

Per ticket predicate from playbook key (status, group, merge target, link URL in public reply); handover lists open items; LLM rubric only for reply tone (10%).

建议部分得分

70% per-ticket outcomes (pro rata over 25 tickets); 10% reply tone rubric; 20% handover note completeness.

已有研究映射

以下沿用研究目录中的基准与小类映射，不是逐题标注、执行记录或产品背书。

同工作流族的小类

R05.12.01.02 受政策约束的客服事务