{ "name": "Request to Action | Tern Harbor demo", "nodes": [ { "parameters": {}, "id": "f150d2eb-18db-4d54-b746-a9bbd85824fd", "name": "Run demo", "type": "n8n-nodes-base.manualTrigger", "typeVersion": 1, "position": [ 0, 0 ] }, { "parameters": { "jsCode": "return [\n {\n \"request\": {\n \"id\": \"R-01\",\n \"reference\": \"TH-410\",\n \"account_id\": \"AC-01\",\n \"requester\": \"Bayside dispatch\",\n \"category\": \"access\",\n \"summary\": \"Give our new dispatcher access to the work order view.\",\n \"channel\": \"Form\",\n \"blocking\": false,\n \"received_at\": \"2026-10-12T14:00:00Z\",\n \"update_note\": \"\",\n \"delivery\": \"accepted\"\n },\n \"history\": [\n {\n \"reference\": \"TH-405\",\n \"account_id\": \"AC-02\",\n \"queue\": \"Billing\",\n \"channel\": \"Email\",\n \"ticket_id\": \"BL-184\",\n \"received_at\": \"2026-10-12T10:00:00Z\",\n \"target_hours\": 24,\n \"source_request_id\": \"original-405\",\n \"last_update\": \"\"\n },\n {\n \"reference\": \"TH-396\",\n \"account_id\": \"AC-03\",\n \"queue\": \"Customer Ops\",\n \"channel\": \"Form\",\n \"ticket_id\": \"CS-139\",\n \"received_at\": \"2026-10-12T09:00:00Z\",\n \"target_hours\": 8,\n \"source_request_id\": \"original-396\",\n \"last_update\": \"\"\n }\n ]\n },\n {\n \"request\": {\n \"id\": \"R-02\",\n \"reference\": \"TH-411\",\n \"account_id\": \"AC-02\",\n \"requester\": \"\",\n \"category\": \"billing\",\n \"summary\": \"Review an invoice with two service fees.\",\n \"channel\": \"Email\",\n \"blocking\": false,\n \"received_at\": \"2026-10-12T14:00:00Z\",\n \"update_note\": \"\",\n \"delivery\": \"accepted\"\n },\n \"history\": [\n {\n \"reference\": \"TH-405\",\n \"account_id\": \"AC-02\",\n \"queue\": \"Billing\",\n \"channel\": \"Email\",\n \"ticket_id\": \"BL-184\",\n \"received_at\": \"2026-10-12T10:00:00Z\",\n \"target_hours\": 24,\n \"source_request_id\": \"original-405\",\n \"last_update\": \"\"\n },\n {\n \"reference\": \"TH-396\",\n \"account_id\": \"AC-03\",\n \"queue\": \"Customer Ops\",\n \"channel\": \"Form\",\n \"ticket_id\": \"CS-139\",\n \"received_at\": \"2026-10-12T09:00:00Z\",\n \"target_hours\": 8,\n \"source_request_id\": \"original-396\",\n \"last_update\": \"\"\n }\n ]\n },\n {\n \"request\": {\n \"id\": \"R-03\",\n \"reference\": \"TH-405\",\n \"account_id\": \"AC-02\",\n \"requester\": \"Cedar finance\",\n \"category\": \"billing\",\n \"summary\": \"Following up on the invoice adjustment we sent yesterday.\",\n \"channel\": \"Chat\",\n \"blocking\": false,\n \"received_at\": \"2026-10-12T14:00:00Z\",\n \"update_note\": \"\",\n \"delivery\": \"accepted\"\n },\n \"history\": [\n {\n \"reference\": \"TH-405\",\n \"account_id\": \"AC-02\",\n \"queue\": \"Billing\",\n \"channel\": \"Email\",\n \"ticket_id\": \"BL-184\",\n \"received_at\": \"2026-10-12T10:00:00Z\",\n \"target_hours\": 24,\n \"source_request_id\": \"original-405\",\n \"last_update\": \"\"\n },\n {\n \"reference\": \"TH-396\",\n \"account_id\": \"AC-03\",\n \"queue\": \"Customer Ops\",\n \"channel\": \"Form\",\n \"ticket_id\": \"CS-139\",\n \"received_at\": \"2026-10-12T09:00:00Z\",\n \"target_hours\": 8,\n \"source_request_id\": \"original-396\",\n \"last_update\": \"\"\n }\n ]\n },\n {\n \"request\": {\n \"id\": \"R-04\",\n \"reference\": \"TH-412\",\n \"account_id\": \"AC-03\",\n \"requester\": \"Hilltop shift lead\",\n \"category\": \"operations\",\n \"summary\": \"The field team cannot see any of today’s work orders.\",\n \"channel\": \"Form\",\n \"blocking\": true,\n \"received_at\": \"2026-10-12T14:00:00Z\",\n \"update_note\": \"\",\n \"delivery\": \"accepted\"\n },\n \"history\": [\n {\n \"reference\": \"TH-405\",\n \"account_id\": \"AC-02\",\n \"queue\": \"Billing\",\n \"channel\": \"Email\",\n \"ticket_id\": \"BL-184\",\n \"received_at\": \"2026-10-12T10:00:00Z\",\n \"target_hours\": 24,\n \"source_request_id\": \"original-405\",\n \"last_update\": \"\"\n },\n {\n \"reference\": \"TH-396\",\n \"account_id\": \"AC-03\",\n \"queue\": \"Customer Ops\",\n \"channel\": \"Form\",\n \"ticket_id\": \"CS-139\",\n \"received_at\": \"2026-10-12T09:00:00Z\",\n \"target_hours\": 8,\n \"source_request_id\": \"original-396\",\n \"last_update\": \"\"\n }\n ]\n },\n {\n \"request\": {\n \"id\": \"R-05\",\n \"reference\": \"TH-413\",\n \"account_id\": \"AC-01\",\n \"requester\": \"Bayside operations\",\n \"category\": \"other\",\n \"summary\": \"A partner asked about reusing service records.\",\n \"channel\": \"Chat\",\n \"blocking\": false,\n \"received_at\": \"2026-10-12T14:00:00Z\",\n \"update_note\": \"\",\n \"delivery\": \"accepted\"\n },\n \"history\": [\n {\n \"reference\": \"TH-405\",\n \"account_id\": \"AC-02\",\n \"queue\": \"Billing\",\n \"channel\": \"Email\",\n \"ticket_id\": \"BL-184\",\n \"received_at\": \"2026-10-12T10:00:00Z\",\n \"target_hours\": 24,\n \"source_request_id\": \"original-405\",\n \"last_update\": \"\"\n },\n {\n \"reference\": \"TH-396\",\n \"account_id\": \"AC-03\",\n \"queue\": \"Customer Ops\",\n \"channel\": \"Form\",\n \"ticket_id\": \"CS-139\",\n \"received_at\": \"2026-10-12T09:00:00Z\",\n \"target_hours\": 8,\n \"source_request_id\": \"original-396\",\n \"last_update\": \"\"\n }\n ]\n },\n {\n \"request\": {\n \"id\": \"R-06\",\n \"reference\": \"TH-414\",\n \"account_id\": \"AC-01\",\n \"requester\": \"Bayside manager\",\n \"category\": \"billing\",\n \"summary\": \"Update the purchase order reference for October.\",\n \"channel\": \"Email\",\n \"blocking\": false,\n \"received_at\": \"2026-10-12T14:00:00Z\",\n \"update_note\": \"\",\n \"delivery\": \"ack_lost\"\n },\n \"history\": [\n {\n \"reference\": \"TH-405\",\n \"account_id\": \"AC-02\",\n \"queue\": \"Billing\",\n \"channel\": \"Email\",\n \"ticket_id\": \"BL-184\",\n \"received_at\": \"2026-10-12T10:00:00Z\",\n \"target_hours\": 24,\n \"source_request_id\": \"original-405\",\n \"last_update\": \"\"\n },\n {\n \"reference\": \"TH-396\",\n \"account_id\": \"AC-03\",\n \"queue\": \"Customer Ops\",\n \"channel\": \"Form\",\n \"ticket_id\": \"CS-139\",\n \"received_at\": \"2026-10-12T09:00:00Z\",\n \"target_hours\": 8,\n \"source_request_id\": \"original-396\",\n \"last_update\": \"\"\n }\n ]\n },\n {\n \"request\": {\n \"id\": \"R-07\",\n \"reference\": \"TH-405\",\n \"account_id\": \"AC-02\",\n \"requester\": \"Cedar finance\",\n \"category\": \"billing\",\n \"summary\": \"I found the second charge for Friday’s visit.\",\n \"channel\": \"Chat\",\n \"blocking\": false,\n \"received_at\": \"2026-10-12T14:00:00Z\",\n \"update_note\": \"Second receipt: TH-405-B. Both charges cleared.\",\n \"delivery\": \"accepted\"\n },\n \"history\": [\n {\n \"reference\": \"TH-405\",\n \"account_id\": \"AC-02\",\n \"queue\": \"Billing\",\n \"channel\": \"Email\",\n \"ticket_id\": \"BL-184\",\n \"received_at\": \"2026-10-12T10:00:00Z\",\n \"target_hours\": 24,\n \"source_request_id\": \"original-405\",\n \"last_update\": \"\"\n },\n {\n \"reference\": \"TH-396\",\n \"account_id\": \"AC-03\",\n \"queue\": \"Customer Ops\",\n \"channel\": \"Form\",\n \"ticket_id\": \"CS-139\",\n \"received_at\": \"2026-10-12T09:00:00Z\",\n \"target_hours\": 8,\n \"source_request_id\": \"original-396\",\n \"last_update\": \"\"\n }\n ]\n },\n {\n \"request\": {\n \"id\": \"R-08\",\n \"reference\": \"TH-415\",\n \"account_id\": \"AC-03\",\n \"requester\": \"Hilltop shift lead\",\n \"category\": \"operations\",\n \"summary\": \"The east crew is missing two work orders for tomorrow.\",\n \"channel\": \"Form\",\n \"blocking\": false,\n \"received_at\": \"2026-10-12T14:00:00Z\",\n \"update_note\": \"\",\n \"delivery\": \"before_write\"\n },\n \"history\": [\n {\n \"reference\": \"TH-405\",\n \"account_id\": \"AC-02\",\n \"queue\": \"Billing\",\n \"channel\": \"Email\",\n \"ticket_id\": \"BL-184\",\n \"received_at\": \"2026-10-12T10:00:00Z\",\n \"target_hours\": 24,\n \"source_request_id\": \"original-405\",\n \"last_update\": \"\"\n },\n {\n \"reference\": \"TH-396\",\n \"account_id\": \"AC-03\",\n \"queue\": \"Customer Ops\",\n \"channel\": \"Form\",\n \"ticket_id\": \"CS-139\",\n \"received_at\": \"2026-10-12T09:00:00Z\",\n \"target_hours\": 8,\n \"source_request_id\": \"original-396\",\n \"last_update\": \"\"\n }\n ]\n }\n].map(json => ({ json }));" }, "id": "4cc828e4-c265-41eb-ac0d-ae285709915b", "name": "Load synthetic requests", "type": "n8n-nodes-base.code", "typeVersion": 2, "position": [ 240, 0 ] }, { "parameters": { "jsCode": "function routeRequest(request, history, options = {}) {\n const clean = value => typeof value === 'string' ? value.trim() : '';\n const reference = clean(request.reference).toUpperCase();\n const account = clean(request.account_id).toUpperCase();\n const key = account && reference ? account + '/' + reference : '';\n const source = clean(request.channel) || 'Form';\n const updateNote = clean(request.update_note);\n const missing = [\n ['requester', 'requester'],\n ['account_id', 'account'],\n ['reference', 'request reference'],\n ['summary', 'summary'],\n ].filter(([field]) => !clean(request[field])).map(([, label]) => label);\n const trace = [{ step: 'Receive', message: source + ' · ' + (reference || 'no reference') }];\n const result = (status, values = {}) => ({ status, key, queue: null, targetHours: null, ticketId: null,\n receivedAt: null, dueAt: null, change: null, ...values, trace });\n const timing = row => ({\n queue: row.queue, targetHours: row.target_hours, receivedAt: row.received_at,\n dueAt: new Date(Date.parse(row.received_at) + row.target_hours * 3600000).toISOString(),\n });\n if (missing.length) {\n trace.push({ step: 'Validate', message: 'Missing ' + missing.join(', ') + '.' });\n return result('needs_info', { missing });\n }\n if (!Number.isFinite(Date.parse(request.received_at))) {\n trace.push({ step: 'Validate', message: 'A valid intake timestamp is required for the response clock.' });\n return result('needs_info', { missing: ['intake timestamp'] });\n }\n trace.push({ step: 'Validate', message: 'The request has the fields needed to check for an existing ticket.' });\n\n const existing = history.find(item =>\n clean(item.reference).toUpperCase() === reference && clean(item.account_id).toUpperCase() === account\n );\n if (existing) {\n trace.push({ step: 'Look up ticket', message: key + ' matches ' + existing.ticket_id + ' from ' + existing.channel + '.' });\n const details = { ...timing(existing), ticketId: existing.ticket_id };\n if (options.reconcile) {\n trace.push({ step: 'Reconcile', message: 'A ticket is already present. Recover the existing ID without a second write.' });\n return result('reconciled', details);\n }\n const updates = existing.updates ?? (existing.last_update ? [existing.last_update] : []);\n if (updateNote && !updates.includes(updateNote)) {\n trace.push({ step: 'Append update', message: 'New evidence is added to ' + existing.ticket_id + '. Its owner and original response deadline are kept.' });\n return result('updated', { ...details, change: { type: 'update', ticket: { ...existing, last_update: updateNote, updates: [...updates, updateNote] } } });\n }\n trace.push({ step: 'Link repeat', message: 'No new evidence to append. Keep the existing ticket and response deadline.' });\n return result('duplicate', details);\n }\n trace.push({ step: 'Look up ticket', message: 'No ticket matches ' + key + '.' });\n\n const queues = {\n access: { queue: 'Customer Ops', target_hours: 8 },\n billing: { queue: 'Billing', target_hours: 24 },\n operations: { queue: 'Field Operations', target_hours: 12 },\n };\n const category = clean(request.category).toLowerCase();\n const categoryRoute = Object.hasOwn(queues, category) ? queues[category] : null;\n const route = request.blocking === true ? { queue: 'Incident Response', target_hours: 2 } : categoryRoute;\n if (!route) {\n trace.push({ step: 'Assign', message: 'No queue rule covers this category. A person must review it.' });\n return result('needs_review', { queue: 'Manual triage' });\n }\n const ticket = {\n reference, account_id: account, ...route, channel: source,\n ticket_id: 'CASE-' + account + '-' + reference,\n received_at: request.received_at, source_request_id: request.id ?? key, last_update: updateNote,\n updates: updateNote ? [updateNote] : [],\n };\n const details = timing(ticket);\n trace.push({ step: 'Assign', message: route.queue + ' · ' + route.target_hours + 'h from intake.' });\n if (options.delivery === 'before_write') {\n trace.push({ step: 'Dispatch', message: 'The queue rejected the write before saving. No ticket exists yet.' });\n return result('retry', details);\n }\n const change = { type: 'create', ticket };\n if (options.delivery === 'ack_lost') {\n trace.push({ step: 'Dispatch', message: 'The queue timed out. Look up the original key before attempting another write.' });\n return result('confirm_pending', { ...details, change });\n }\n trace.push({ step: 'Dispatch', message: 'The simulated queue confirmed ' + ticket.ticket_id + '.' });\n return result('routed', { ...details, ticketId: ticket.ticket_id, change });\n}\nfunction applyTicketChange(history, change) {\n if (!change) return history;\n const { ticket } = change;\n if (change.type === 'update') return history.map(item => item.ticket_id === ticket.ticket_id ? ticket : item);\n return history.some(item => item.account_id === ticket.account_id && item.reference === ticket.reference)\n ? history : [...history, ticket];\n}\n\nreturn $input.all().map(({ json }, index) => {\n const { request, history } = json;\n const first = routeRequest(request, history, { delivery: request.delivery });\n let stored = applyTicketChange(history, first.change);\n let retry = null;\n if (first.status === 'retry' || first.status === 'confirm_pending') {\n retry = routeRequest(request, stored, { reconcile: true, delivery: 'accepted' });\n stored = applyTicketChange(stored, retry.change);\n }\n const final = retry ?? first;\n return {\n json: {\n id: request.id,\n ...final,\n status: first.status === 'retry' && retry?.status === 'routed' ? 'routed_after_retry' : final.status,\n first_status: first.status,\n final_status: final.status,\n first_trace: first.trace,\n retry_trace: retry?.trace ?? [],\n writes: Number(Boolean(first.change)) + Number(Boolean(retry?.change)),\n tickets_added: stored.length - history.length,\n },\n pairedItem: { item: index },\n };\n});\n" }, "id": "9a786193-31d5-40ad-9ea8-8a2ba3930110", "name": "Route and reconcile", "type": "n8n-nodes-base.code", "typeVersion": 2, "position": [ 480, 0 ] }, { "parameters": { "rules": { "values": [ { "conditions": { "options": { "caseSensitive": true, "leftValue": "", "typeValidation": "strict", "version": 2 }, "conditions": [ { "id": "is-routed", "leftValue": "={{ $json.status }}", "rightValue": "routed", "operator": { "type": "string", "operation": "equals" } } ], "combinator": "and" }, "renameOutput": true, "outputKey": "Routed" }, { "conditions": { "options": { "caseSensitive": true, "leftValue": "", "typeValidation": "strict", "version": 2 }, "conditions": [ { "id": "is-needs_info", "leftValue": "={{ $json.status }}", "rightValue": "needs_info", "operator": { "type": "string", "operation": "equals" } } ], "combinator": "and" }, "renameOutput": true, "outputKey": "Needs information" }, { "conditions": { "options": { "caseSensitive": true, "leftValue": "", "typeValidation": "strict", "version": 2 }, "conditions": [ { "id": "is-duplicate", "leftValue": "={{ $json.status }}", "rightValue": "duplicate", "operator": { "type": "string", "operation": "equals" } } ], "combinator": "and" }, "renameOutput": true, "outputKey": "Linked repeat" }, { "conditions": { "options": { "caseSensitive": true, "leftValue": "", "typeValidation": "strict", "version": 2 }, "conditions": [ { "id": "is-updated", "leftValue": "={{ $json.status }}", "rightValue": "updated", "operator": { "type": "string", "operation": "equals" } } ], "combinator": "and" }, "renameOutput": true, "outputKey": "Updated existing ticket" }, { "conditions": { "options": { "caseSensitive": true, "leftValue": "", "typeValidation": "strict", "version": 2 }, "conditions": [ { "id": "is-needs_review", "leftValue": "={{ $json.status }}", "rightValue": "needs_review", "operator": { "type": "string", "operation": "equals" } } ], "combinator": "and" }, "renameOutput": true, "outputKey": "Manual triage" }, { "conditions": { "options": { "caseSensitive": true, "leftValue": "", "typeValidation": "strict", "version": 2 }, "conditions": [ { "id": "is-routed_after_retry", "leftValue": "={{ $json.status }}", "rightValue": "routed_after_retry", "operator": { "type": "string", "operation": "equals" } } ], "combinator": "and" }, "renameOutput": true, "outputKey": "Created on retry" }, { "conditions": { "options": { "caseSensitive": true, "leftValue": "", "typeValidation": "strict", "version": 2 }, "conditions": [ { "id": "is-reconciled", "leftValue": "={{ $json.status }}", "rightValue": "reconciled", "operator": { "type": "string", "operation": "equals" } } ], "combinator": "and" }, "renameOutput": true, "outputKey": "Recovered existing ticket" } ] }, "options": {} }, "id": "8ccb7cb0-0f5b-4815-9eba-6b275f40884f", "name": "Choose outcome", "type": "n8n-nodes-base.switch", "typeVersion": 3.2, "position": [ 720, 0 ] }, { "parameters": {}, "id": "37de9bbb-4734-42cf-8a6a-51df5b3bb5f0", "name": "Routed", "type": "n8n-nodes-base.noOp", "typeVersion": 1, "position": [ 980, -264 ] }, { "parameters": {}, "id": "37de9bbb-4734-42cf-8a6a-51df5b3bb5f1", "name": "Needs information", "type": "n8n-nodes-base.noOp", "typeVersion": 1, "position": [ 980, -132 ] }, { "parameters": {}, "id": "37de9bbb-4734-42cf-8a6a-51df5b3bb5f2", "name": "Linked repeat", "type": "n8n-nodes-base.noOp", "typeVersion": 1, "position": [ 980, 0 ] }, { "parameters": {}, "id": "37de9bbb-4734-42cf-8a6a-51df5b3bb5f3", "name": "Updated existing ticket", "type": "n8n-nodes-base.noOp", "typeVersion": 1, "position": [ 980, 132 ] }, { "parameters": {}, "id": "37de9bbb-4734-42cf-8a6a-51df5b3bb5f4", "name": "Manual triage", "type": "n8n-nodes-base.noOp", "typeVersion": 1, "position": [ 980, 264 ] }, { "parameters": {}, "id": "37de9bbb-4734-42cf-8a6a-51df5b3bb5f5", "name": "Created on retry", "type": "n8n-nodes-base.noOp", "typeVersion": 1, "position": [ 980, 396 ] }, { "parameters": {}, "id": "37de9bbb-4734-42cf-8a6a-51df5b3bb5f6", "name": "Recovered existing ticket", "type": "n8n-nodes-base.noOp", "typeVersion": 1, "position": [ 980, 528 ] } ], "connections": { "Run demo": { "main": [ [ { "node": "Load synthetic requests", "type": "main", "index": 0 } ] ] }, "Load synthetic requests": { "main": [ [ { "node": "Route and reconcile", "type": "main", "index": 0 } ] ] }, "Route and reconcile": { "main": [ [ { "node": "Choose outcome", "type": "main", "index": 0 } ] ] }, "Choose outcome": { "main": [ [ { "node": "Routed", "type": "main", "index": 0 } ], [ { "node": "Needs information", "type": "main", "index": 0 } ], [ { "node": "Linked repeat", "type": "main", "index": 0 } ], [ { "node": "Updated existing ticket", "type": "main", "index": 0 } ], [ { "node": "Manual triage", "type": "main", "index": 0 } ], [ { "node": "Created on retry", "type": "main", "index": 0 } ], [ { "node": "Recovered existing ticket", "type": "main", "index": 0 } ] ] } }, "active": false, "settings": { "executionOrder": "v1" }, "pinData": {} }