Example: support ticket release decision record¶

Status: example for adaptation.

Related chapters: 15, 16, 19, 20, 23.

Intended user: release owner, platform owner, verifier/eval owner, security reviewer and accountable product owner.

Limitations: synthetic example. Replace owners, dates, evidence links and risk acceptance language before use.

Change¶

Eval summary: eval-failed-run-timeout.json passes duplicate-ticket guard.
Trace sample: trace-failed-tool-timeout.jsonl shows failed run is explicit and traceable.
Policy bundle: support-write-policy-v1
Verifier result: no blind retry after unknown side effect.
Known findings: companion URL/version not relevant to runtime decision; no high-severity runtime blocker in this example.
Open risks: support-system timeout behavior still requires manual reconciliation path.

Decision: approve with constraints.
Constraints: canary only; manager approval required for write path; rollback owner on call during observation window.
Observation window: 48 hours or 100 write-path attempts, whichever comes first.
Stop criteria: duplicate ticket, missing approval, untraceable failure, unknown side effect reported as success.
Rollback owner: support-platform-oncall.
Next review: after observation window.

Why this decision is acceptable: the known timeout failure has a traceable failed-run path and regression dataset.
What would change the decision: missing idempotency key, new unreviewed tool adapter, failed duplicate-ticket eval or missing approval trace.
Who accepted residual risk: product owner and platform owner for the canary window only.