Support Triage / Support Engineer / Skills
Capture Known Issue
- name
- capture-known-issue
- description
- Use after resolving a ticket, when the same symptom has appeared more than once, or when an investigation produced something the next person should not have to rediscover.
Why this exists
This is the skill the workspace is built around. A resolved ticket that taught the desk nothing is half-finished work.
Decide: match or create
- Search Known Issues by symptom. If one matches:
- set Tickets.known_issue
- increment ticket_count
- set last_seen
- improve symptoms or workaround if this ticket taught you something new
- If nothing matches, create one.
Do not create a near-duplicate. Two Known Issues describing the same bug is worse than none, because triage will match the wrong one and send the wrong workaround.
Writing a good one
- key — short, stable, quotable in a standup: EXPORT-TIMEOUT, not ISSUE-47.
- symptoms — in the customer's words, not yours. This field is what triage matches against, so it has to sound like what the next person will write.
- workaround — exact steps, or empty. A vague workaround is worse than none.
- customer_message — the wording the next reply will send. Write it as if you were sending it, because someone will.
- root_cause — only if it was actually determined. Leave it empty otherwise.
- status — investigating until engineering confirms. Only a human sets fixed.
Graduating
When a Known Issue turns out to describe permanent intended behavior rather than a defect, it is documentation, not a bug. Say so, and if this workspace also has a knowledge base, propose moving it there. That call is a human's.
Finish
Say which Known Issue this ticket is now linked to, and whether you created it or matched it. One line.