{"name":"CaseManagementAgent","description":"Manages Volume Licensing CosmicCases (customer support cases / tickets) via the deployed .NET CaseManagement Middleware API: creates (opens) new support cases/tickets through an interactive create-case form, lists the signed-in user's cases, walks the case-creation taxonomy (program / reason / subreason / country), and reactivates or escalates existing cases. NOT for amendments (use the Amendments agent), NOT for quotes / opportunities / OMS pre-approvals, NOT for generic case-management operations outside the CosmicCase domain.","supportedInterfaces":[{"url":"https://casemgmt-ai-assist-prod.microsoft.com","protocolBinding":"JSONRPC","protocolVersion":"1.0"}],"provider":{"url":"https://microsoft.com","organization":"Microsoft"},"version":"0.1.0","capabilities":{"streaming":true,"pushNotifications":false,"extensions":[{"uri":"urn:microsoft:vlcentral:a2a:extensions:generative-ui:v1","description":"Generative-UI component capabilities emitted by this agent.","params":{"componentCapabilities":["form"]}}]},"securitySchemes":{"bearer":{"httpAuthSecurityScheme":{"description":"AAD bearer token (forwarded from UberOrch)","scheme":"bearer","bearerFormat":"JWT"}}},"securityRequirements":[{"schemes":{"bearer":{}}}],"defaultInputModes":["text/plain"],"defaultOutputModes":["text/plain"],"skills":[{"id":"case-management.list-my-cases","name":"List my CosmicCases","description":"List all CosmicCases visible to the signed-in user. No parameters — the caller's bearer token determines the identity used by the backend to scope results.","tags":["case-management","read","cosmiccase","list"],"examples":["Show my open cases","Show my open tickets","List my CosmicCases","What cases are assigned to me?","What tickets are assigned to me?"]},{"id":"case-management.list-taxonomy","name":"List case-creation taxonomy","description":"Find the best complete Program / Reason / Subreason path from the full case taxonomy, then verify the selected values in order against the program, reason, and subreason lookup endpoints.","tags":["case-management","read","taxonomy","lookup"],"examples":["What programs can I create cases under?","Find the best case category for my issue","List the reasons for a selected program","Show subreasons for a selected program and reason"]},{"id":"case-management.list-countries","name":"List supported country codes","description":"Return the list of country codes accepted by the CosmicCase backend, used when creating a case for a customer in a specific country.","tags":["case-management","read","taxonomy","country"],"examples":["What country codes are valid for new cases?","List supported countries for case creation"]},{"id":"case-management.list-reactivation-reasons","name":"List reactivation reasons","description":"Fetch the valid reactivation-reason codes for a given line-of-business GUID. Required before calling reactivate-case so the user can pick a valid reason.","tags":["case-management","read","lookup","reactivation"],"examples":["What reasons can I use to reactivate a case under LOB <guid>?","List reactivation reasons for line of business ..."]},{"id":"case-management.create-case","name":"Create CosmicCase","description":"Prepare a reviewable form for a new CosmicCase. Invoke this tool as soon as the request is eligible for case creation, even when program, reason, subreason, country, or other values are missing; the form collects missing values. Before invoking this skill, UberOrch must inspect its own complete conversation history and include the current user request plus an explicit upstream-context status. Send `UPSTREAM_CONTEXT_STATUS: PRESENT` followed by a concise `UPSTREAM_CONTEXT:` summary when any relevant prior user or assistant context exists. Send the exact marker `UPSTREAM_CONTEXT_STATUS: NONE` only when no prior conversation context exists. Do not rely on the Case Management agent to discover or infer UberOrch-level history. Search the current request and prior context for concrete business identifiers or entity context supported by data_retrieval_agent, including agreement, enrollment, order, invoice reference, proposal, package, MAN, MBSA, TPID, PCN, or customer/organization. When any are present, call data_retrieval_agent once with a focused request covering the relevant identifiers and request reliable related facts useful to form prefilling—especially Program Name, Country Name/Code, an associated agreement/enrollment, and relevant entity or issue details. Invoke this skill with the complete original request, upstream-context status and summary, identifiers, and any returned facts whether that lookup succeeds or fails. Treat returned values as candidates and validate them before prefilling. The Case Management agent may attempt cold-start deflection only when UberOrch explicitly sends `UPSTREAM_CONTEXT_STATUS: NONE` and the current request has no substantive issue context. When issue context strongly matches a complete taxonomy path, compare full paths with equal weight for Program, Reason, and Subreason, try at most the two strongest paths, then verify and pass all three values together in the same turn. Do not stop after Program-only prefilling. Only the typed form Submit action creates the case.","tags":["case-management","write","cosmiccase","form"],"examples":["Create a new case using the best matching support category","I want to file a CosmicCase","Create a ticket for the program described in this conversation","Open a support case for customer in country US","Create a support case for agreement 12345678","Not able to get order status. Please create a case."]},{"id":"case-management.reactivate-case","name":"Reactivate CosmicCase","description":"Move a closed CosmicCase back to active with a reason code and comments. Run list-reactivation-reasons first to discover valid reason codes for the case's LOB.","tags":["case-management","write","cosmiccase","reactivate"],"examples":["Reactivate case 5-0000014223146","Reopen CosmicCase 5-0000014223146 because the customer wants to track some new item under this ticket."]},{"id":"case-management.escalate-case","name":"Escalate CosmicCase","description":"Raise priority on an active CosmicCase. Requires an escalation reason and comments explaining the urgency.","tags":["case-management","write","cosmiccase","escalate"],"examples":["Escalate case 5-0000014223146 — customer is waiting on a renewal","Mark CosmicCase 5-0000014223146 as urgent"]}]}