File Ticket
Steps
- 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
- Compute
sla_due_at= now + first-response SLA for the priority. - Write lineage —
[{turn: <turn_index>, message_id: <id>}]. The validatorcheck_ticket_lineagewill reject orphan tickets. - Create via the ticket-tracker MCP (
github,linear, etc.). Use labels:intent:<intent>,priority:<P0|P1|...>. - Return the ticket object. Persist to
ticket_historyperMEMORY.mdlayer 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.