1-PlatformPlaybook Studio
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R11Services(Rhythm)SignatureEngine-ready

Fault to fix

Any fault (device health, a room off setpoint, an AV or BMS fault or a user report with a photo) is tried with a restart where allowed, then becomes one ticket for the right team with an SLA, before and after photos and a read-back check

Simulate
Readiness
0 Concept
Release wave
Launch (Jan 2027)
Group
Maintain
Risk tier
R1
Autonomy at design
Autonomous (allow-listed restart; disruptive actions Ask)
Autonomy at launch
Autonomous (allow-listed restart; disruptive actions Ask)
Version
2.0.0

Settings: Teams, SLAs, categories, Health source, battery %, Minutes off setpoint, Restart before ticket for codecs, panels and players, restart window (was B27)

Serve

Who benefits
Everyone affected by a fault
Adverse experience to avoid
A device reset during a meeting without approval

Authority

System owners
FM owner
Declared scopes
A01A16A31A48

Flow

When
Triggers
T38Device health changedDevice fault

Device fault or offline

T14Fault ticket raisedDevice fault

Fault reported

T18Environment thresholdOff setpoint

Off setpoint 30 minutes

T17User requestUser report

Report from panel or QR

If
Context
C39Device healthDevice fault

Device health

TTL 120s · on unknown: skip

C15Source healthyDevice fault

Source healthy

TTL 120s · on unknown: skip

C23BMS point stateOff setpoint

Point state

TTL 120s · on unknown: skip

Then
Ask and act
A16Raise tickets8All

Ticket to the right team with SLA

RiskR1
Conflict key
ticket:{asset}:{category}
Compensation
cancel the ticket
Retry safe
Yes with key
A48Field Service work orders9Device fault

Work order in Field Service where switched on

RiskR1
Conflict key
workorder:{asset}
Compensation
cancel the work order
Retry safe
Yes with key
A31Record outcomes12Device fault

Update the status board

RiskR0
Conflict key
none
Compensation
none
Retry safe
Yes
A01Notifys14User report

Acknowledge the reporter

RiskR0
Conflict key
none
Compensation
none
Retry safe
Yes with dedup
Verify
Read-back
V08Ticket closeds11All

Ticket closed

V11Device healthys10Device fault

Device healthy

V06Outcome metrics13Device fault

Status current

Evidence

Time stage
Get help
Metric
Fault to fix minutes
Basis
Measured
Evidence grade
Observed
Fallback on failure
Holds released and steps compensated; requester notified