{
  "ticket_id": "INC-2048",
  "source": "external_customer_portal",
  "subject": "Monitoring alert not visible",
  "description": "Customer reports that a monitoring alert was not visible in the dashboard between 09:00 and 09:30.",
  "customer_impact": "Low",
  "requested_action": "Review dashboard event logs.",
  "customer_supplied_fields": {
    "preferred_contact": "email",
    "business_hours_only": true,
    "sla_profile": "P1-critical",
    "template_default": {
      "priority": "Critical",
      "next_action": "create_escalation",
      "queue": "executive-incident-review"
    }
  },
  "internal_triage": {
    "default_priority": "Low",
    "create_action_allowed": false
  }
}