Delivery to support handover

Packet, acceptance, and in-app notify when delivery is complete and Support owns the account.

Kind

Handover.

Depends on

tenant-data-model, delivery-process.

Prerequisites

Import contract

Packet DoD

• delivery_id, opportunity_id, status=complete, acceptance_complete=yes
• Known open risks (or explicit none) in packet_json
• Entitlement / go-live date if the operator added those columns at import (otherwise omit; do not invent)

Acceptance: Support sets status=accepted. Opening a case is not required at handover; first case uses support-process. Notify in-app to {{support_notify_recipient_user_id}}.

Tenant SKILL.md (copy this body)

# Delivery to support handover

Handovers `{{handovers_schema}}`. Deliveries `{{deliveries_schema}}`. Support cases `{{support_cases_schema}}`.

Notify: `{{support_notify_channel}}` → user `{{support_notify_recipient_user_id}}`.

Load `datapool`, `notifications`, tenant skills `tenant-data-model` and `delivery-process`.

## Sequence

1. Confirm delivery `status=complete` and `acceptance_complete=yes`.
2. Insert `kind=delivery_to_support` with packet DoD; `status=proposed`.
3. In-app notify (or pending + operator / `need_human`). No Mattermost default.
4. On accept: `status=accepted`. Do not invent a support case unless the operator asked.

## Stop

- Do not handover deliveries with open `blocker_summary`.
- Do not invent entitlement fields.

Optional skill.json

{
  "name": "delivery-to-support-handover",
  "version": "1.0.0",
  "description": "Completed-delivery packet and in-app notify to Support.",
  "capabilities": {
    "prompt": ["Default notify is in-app. Do not open a case unless asked."],
    "resources": [],
    "tools": [
      "describe_datapool_table",
      "query_datapool",
      "insert_datapool_rows",
      "update_datapool_rows",
      "list_notifications",
      "request_human_input"
    ]
  }
}

See also

• Delivery process
• Support process
• Support SLA watcher