File Ticket

Create a ticket with intent, priority, and lineage back to the originating conversation turn.

jcaiagent7143-ui Updated

File contents

File Ticket

Steps

  1. Pick priority from the SLA matrix in TOOLS.md:
    • P0 — production down for many users
    • P1 — feature broken for one customer; or paid-plan blocker
    • P2 — bug with workaround, or feature on a roadmap
    • P3 — nice-to-have or general feedback
  2. Compute sla_due_at = now + first-response SLA for the priority.
  3. Write lineage[{turn: <turn_index>, message_id: <id>}]. The validator check_ticket_lineage will reject orphan tickets.
  4. Create via the ticket-tracker MCP (github, linear, etc.). Use labels: intent:<intent>, priority:<P0|P1|...>.
  5. Return the ticket object. Persist to ticket_history per MEMORY.md layer 2.

Failure modes

  • Filing without lineage → validator fails the run.
  • Defaulting priority to P2 to avoid escalation paperwork.
  • Creating duplicate tickets — search open tickets with the same intent
    • originating user first.

jcaiagent7143-ui/harnessforge/tree/main/src/harness/blueprints/support-agent/skills/file-ticket commit 42678a1e98

Frequently asked questions

npx skillmds@latest add jcaiagent7143-ui/file-ticket