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Platform Audit And Support Timeline Runbook

  • Status: SOURCE-RECONCILED ADMIN/SUPPORT DRAFT / NOT A CURRENT UNIVERSAL TOOL
  • Source baseline: qa/master@a5280b7cdc1c78b809ed6f1996ca31491b522146
  • Audience: authorized Super Administrator, Tenant Administrator where permitted, Support Operator, Process Owner, Integration Owner, Retention Owner
  • Source authority: PLATFORM_AUDIT_TRANSITION_CORRELATION_SUPPORT_SOURCE_AUTHORITY.md
  • Current effect: repository documentation only; no DB/log/audit/notification/Wiki mutation
  • Important: the target consolidated timeline is not currently implemented. Use current owner tools and exact reread while preserving the boundaries below.

1. Purpose

Use this Runbook when an operator reports:

  • “I clicked it but do not know whether it saved.”
  • “The page timed out.”
  • “The provider may already have created/sent something.”
  • “Physical work happened but the system still shows pending.”
  • “A notification was acknowledged but the underlying work is not complete.”
  • “We need to identify who changed a state and which evidence exists.”
  • “The current record and historical transition appear inconsistent.”

The objective is to determine the last authoritative boundary without repeating committed work or exposing restricted evidence.

2. First Principles

Current business row
= current state authority

Transition audit
= immutable transition/effect/recovery lineage when present

Request/KJ JSONL
= diagnostic metadata

Operation Event
= notification/read state

Domain evidence
= staff/scale/inventory/file/mail/provider proof owned by that domain

Never use these substitutions:

HTTP 200 -> business complete
JSONL mutation -> accepted transition
ACKED_AT -> approved
Page disappeared -> completed
File metadata -> object readable
Provider timeout -> provider failed
No audit row -> business write did not commit

3. Required Investigation Input

Collect the smallest strong set available.

Tenant/client
Environment/server
Current source SHA or release ID
Operator username and role
Physical actor and effective subject if impersonating
Page/route and action
Business record type and ID/UUID
Request ID
Page-view ID
Command request token if present
Process/correlation ID if present
Provider attempt/message/invoice ID if present
Approximate occurred time and timezone
Visible result/error
Whether the action was repeated

Do not request or paste:

  • passwords;
  • session cookies/IDs;
  • access or refresh tokens;
  • API keys;
  • authorization headers;
  • signed URLs;
  • full email/document contents unless the owner procedure explicitly requires and authorizes it;
  • unrestricted raw database dumps.

4. Step 1 — Freeze The Effect Boundary

Ask the operator to stop repeating the action until evidence is reread when the action can:

  • change a business status;
  • create inventory/allocation/financial records;
  • send email/Telegram/provider data;
  • create a file/object/link;
  • complete or reverse physical work;
  • create a compensation/reversal.

Record:

last click time
number of attempts
visible request/error IDs
known physical/provider outcome

Do not acknowledge notifications, edit records, rerun providers or perform physical work merely to “clear” the screen.

5. Step 2 — Confirm Identity And Environment

Confirm:

  • exact tenant;
  • current environment and URL;
  • source/release SHA where available;
  • physical actor;
  • effective subject and impersonation mode;
  • role/capability expected for the action.

If tenant, actor or subject is ambiguous, stop. Do not search across all tenants or infer ownership from a numeric ID alone.

Tenant-only impersonation is not a substitute for a target-role acceptance test.

6. Step 3 — Read Current Authoritative Business State

Use the owning page/API/query and exact ID. Confirm:

record exists for the expected tenant
current state/status
version or updated timestamp
owner process
related child records
soft-delete state
provider/file/physical child dispositions

This is the primary answer to “what is true now?”

If the current state already reflects the intended command, do not repeat it solely because the original response was missing.

7. Step 4 — Read Transition Audit When Available

For the selected tenant and strong selector, inspect:

  • process contract/version;
  • process instance, parent and correlation IDs;
  • request ID/source;
  • actor and subject;
  • transition name;
  • before/after state;
  • result;
  • recovery class;
  • effect boundary;
  • reason/approval reference;
  • typed entity/evidence references;
  • occurred and recorded time;
  • retention/hold state if permitted.

Interpretation:

Result/boundary Support meaning
REJECTED / NONE no accepted effect; correct input/access/state before retry
FAILED / TRANSACTION or NONE local transition not accepted; exact owner rules determine retry
SUCCEEDED / DATABASE_COMMITTED local state committed; do not replay before reread
PARTIAL / EXTERNAL_PENDING local intent/state exists; provider reconciliation required
SUCCEEDED / EXTERNAL_COMMITTED provider accepted; never create/send again blindly
SUCCEEDED / PHYSICAL_COMMITTED physical work occurred; reconcile system only
COMPENSATION_REQUIRED ordinary retry is prohibited; approved compensation owner required

If no audit row exists, report AUDIT EVIDENCE UNAVAILABLE. Do not conclude that no business change occurred.

8. Step 5 — Read Request Diagnostics

Use Request ID, approximate time, route and actor. Read only a safe summary:

  • method/route/type/action;
  • status/duration;
  • table operation/fingerprint/affected count;
  • tables touched;
  • transaction used/committed/rolled back indicator;
  • safe exception/error code;
  • source/deployment where known.

Important limitations:

  • current mutation log does not provide general before/after row snapshots;
  • statement fingerprint is not the business command;
  • logger failure is non-fatal;
  • a commit indicator may cover the DB connection, not every provider/physical child;
  • raw query/body and SQL parameters are not normal support output.

If diagnostics are unavailable, continue with authoritative business/domain evidence.

9. Step 6 — Read Operation Notifications

Check event type, severity, source reference, created time and safe route.

Interpret ACK exactly as:

The notification was marked read/acknowledged by this user.

Do not interpret ACK as:

  • supervisor approval;
  • review confirmation;
  • provider completion;
  • physical completion;
  • process close.

Because unack is supported, ACK is not immutable approval evidence.

10. Step 7 — Resolve Domain Evidence

10.1 Staff activity

Read exact staff event(s) and owner relation.

CLOCK_IN / BREAK_IN / JOB_START
!= assignment or business process complete

Confirm the Planner/Job/Delivery owner separately.

10.2 Scale

Read Ticket, stage values, correction/void/reversal event and owner-process finalize result.

Scale event complete
!= Inbound receipt finalized
!= Outbound closed

Do not repeat a physical weigh because a child process failed.

10.3 Inventory

Read Lot, Ledger, Placement and Allocation owner states.

Ledger row
= movement/reversal evidence
!= source order/review/shipment complete

10.4 Files

Confirm all applicable checkpoints:

object
metadata
business link
readability
intended links

Do not delete a shared object to correct one missing link.

10.5 Mail

Distinguish inbound message/request item from outbound delivery. Read provider message/thread/target/part result when the owner stores it.

10.6 Provider

Read the durable attempt/result/reconciliation owner. If the provider committed and local reference is missing, link/reconcile the existing provider result rather than creating another one.

10.7 Physical Yard/Driver/Loader work

Confirm physical evidence and system checkpoint independently. Do not repeat a physical move, delivery, unload or clock action solely due to a timeout.

11. Step 8 — Classify The Result

Use one disposition.

COMMITTED_COMPLETE
COMMITTED_CHILD_PENDING
PROVIDER_COMMITTED_LOCAL_PENDING
PHYSICAL_COMMITTED_SYSTEM_PENDING
REJECTED_NO_EFFECT
FAILED_NO_EFFECT
PARTIAL
UNKNOWN
CONFLICT
EVIDENCE_UNAVAILABLE

For each child, record:

owner
current state
last verified evidence
safe next command
must-not-repeat action
escalation owner

12. Step 9 — Choose The Safe Recovery

12.1 Local command committed

  • do not repeat create/confirm/complete;
  • refresh/reopen exact record;
  • resume only missing child effect;
  • preserve original request/process/audit IDs.

12.2 Local command definitely failed before commit

  • correct the input/access/state issue;
  • submit once with a new transport request;
  • reuse the same durable command token only when the command contract requires idempotent retry.

12.3 Provider unknown

  • query provider by strongest accepted business/attempt identity;
  • link existing result when found;
  • retry only after confirmed absence and owner authorization.

12.4 Physical unknown

  • ask physical owner and inspect physical/domain evidence;
  • do not repeat work;
  • reconcile system state after confirming what physically occurred.

12.5 Conflicting sources

  • stop automated retries;
  • preserve all IDs and screenshots/log references;
  • escalate to Process and Data owner;
  • use correction/compensation, not direct generic mutation.

12.6 Missing transition audit

  • use current business/domain evidence;
  • record AUDIT EVIDENCE UNAVAILABLE;
  • do not backfill historical business meaning from a raw request log without an approved reconstruction procedure.

13. Current Loader Transition Special Check

Current source includes selected Loader transition evidence while older documents say the store has no active caller.

Before relying on Loader transition audit:

  1. confirm exact deployed source SHA;
  2. confirm transition tables exist in the target DB;
  3. confirm the Start/Undo path actually calls the writer;
  4. read the exact business and audit transaction result;
  5. compare actor/subject under impersonation;
  6. verify duplicate/retry behavior;
  7. record whether audit failure rolls back the Loader change.

Until those checks are complete, classify the source integration as:

SOURCE PRESENT
DB/DEPLOYMENT ACTIVATION UNKNOWN

14. Current KJDatabase Diagnostic Warning

Current KJDatabase mutation entries can include:

operation
table
statement fingerprint
insert ID
affected rows
before = NOT_CAPTURED
transaction indicators

Do not tell an operator that full before/after row values are available from this logger.

Request logs are operational diagnostics. They can be incomplete, sampled, rotated or unavailable.

15. Retention And Legal Hold Procedure

No destructive action is authorized by this Runbook.

For a retention question:

  1. identify data family and owner;
  2. read current policy source and version;
  3. read PURGE_AFTER, retention class and legal-hold state where applicable;
  4. compare archive eligibility and archive manifest state;
  5. stop if values conflict or legal policy is not approved;
  6. escalate to retention/legal/business owner.

Do not claim current engineering defaults are legal requirements.

A future hold/release action must be separately authorized and audited. Never simulate a hold by editing purge dates or copying files manually.

15.2 Archive versus purge

Archive
= move preserved evidence with manifest/readback

Purge
= destructive removal after policy/hold/archive checks

They are not the same command or approval.

16. Safe Support Incident Record

Record:

incident/case ID
tenant/environment/source SHA
physical actor/effective subject
page/route/action
record/process/correlation/request/audit IDs
current authoritative state
transition result/effect/recovery if available
evidence references and availability
operation notification state with ACK warning
provider/physical disposition
safe next action
must-not-repeat warning
owner/escalation
observation and closure evidence

Do not paste credentials, unrestricted payloads, raw document bodies or foreign-tenant data.

17. Target Support Timeline Procedure

When the future read-only timeline exists:

Select tenant
-> enter strong record/process/request reference
-> confirm actor/subject and environment
-> read current authoritative state
-> review transitions
-> resolve domain evidence
-> review request diagnostics
-> classify partial/unknown/conflict
-> follow owner recovery link

The timeline must expose source availability and redaction status. It must not hide missing evidence behind a generic success banner.

18. Common Mistakes

Mistake Why unsafe Correct action
Press Save/Complete again after timeout may duplicate a committed command exact ID/token/state reread
ACK alert to close incident ACK is read state only close owning business/recovery process
Use SQL fingerprint as proof does not express business meaning or exact row result business row + transition/domain evidence
Repeat provider action provider may already have committed provider reconciliation
Repeat physical action physical state may already have changed physical evidence and system reconciliation
Update audit row destroys immutable history append correction/compensation transition
Delete source record to clean timeline destroys authority/evidence owner correction and tombstone handling
Search all tenants for ID may disclose foreign data strict tenant + safe record resolver
Export raw logs may expose sensitive data approved safe evidence package

19. Escalation Ownership

Problem Primary owner
current business state wrong owning process/application/data owner
transition missing/conflicting transition-audit/platform + process owner
notification missing/visibility Operation Event owner + calling process
staff event mismatch workforce owner
Scale event mismatch Scale owner
inventory ledger mismatch WMS/Allocation owner
file/object/link mismatch file application/storage owner
mail/provider unknown mail/provider integration owner
access/redaction denial identity/access owner
request log unavailable observability owner
retention/legal hold retention/legal/business owner
deployed source mismatch deployment/release owner

20. Evidence To Collect In Future Runtime Verification

AUD-RUN-010 request ID propagation
AUD-RUN-020 KJ mutation metadata and transaction state
AUD-RUN-030 Loader business+audit same transaction
AUD-RUN-040 audit duplicate same/different hash
AUD-RUN-050 notification ACK/unack non-approval
AUD-RUN-060 source tombstone
AUD-RUN-070 provider committed/local missing
AUD-RUN-080 physical committed/system pending
AUD-RUN-090 source-partial support timeline
AUD-RUN-100 retention/hold/archive dry-run
AUD-RUN-110 actor/subject impersonation
AUD-RUN-120 Client 1 role/non-regression

Each record includes before/after cleanup and exact environment/source identity.

21. Current Runbook Boundary

This Runbook does not authorize:

  • direct DB repair;
  • audit row update/delete;
  • notification ACK as approval;
  • provider or physical replay;
  • log export;
  • legal hold/archive/purge;
  • session/role/access changes;
  • Next.js support implementation;
  • Wiki publication;
  • deployment.

Current result:

Operator/support investigation procedure:
DOCUMENTED

Consolidated support timeline:
NOT IMPLEMENTED

Current source/DB/provider/field verification:
REQUIRED

Phase implementation:
USER HOLD

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Source: docs/runbooks/PLATFORM_AUDIT_AND_SUPPORT_TIMELINE_RUNBOOK.md — ctc repository · This page is an English translation of the source document. Identifiers, file paths and code symbols are unchanged.