kelvint-cli Support knowledge-base note
Write a note a teammate can follow on the next ticket. Keep it short. Do not invent a root cause.
Template
# [Short title]
Symptom: what the user saw.
Who is affected: role, app, or device class. Skip names.
Cause: what you confirmed. Say "unknown" if it is still unknown.
Fix: the steps that worked, in order.
When to escalate: the exact condition that means engineering is needed.
Rules
- Prefer the user's words for the symptom.
- If the user applied a support-side fix, document that and the KB update.
- If engineering was required, document who tested the fix and what "good" looked like.
- No internal hostnames, ticket IDs, or company product codenames unless the user included them and asked to keep them.