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docs(glpi-skills): genericize operator-specific content per review
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Hermes Agent
2026-07-20 19:45:50 -05:00
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skills/glpi-solve/SKILL.md
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@@ -11,12 +11,13 @@
- After posting a root-cause / resolution writeup as an `/ITILFollowup`.
- During a cleanup sweep of tickets that are done in reality but still open in GLPI.
## The rule (from Jason, 2026-07-20)
## The rule (from an operator, 2026-07-20)
**"Solved" is the correct terminal state to set — not "Closed."** GLPI is configured
to auto-close Solved tickets after its delay. If you only post a followup and never set
status, the ticket sits open (this bit us on the M2M #2607200002 and Brad tickets, which
Jason had to mark Solved by hand).
status, the ticket sits open (this bit us on a real incident where resolution followups
were posted but status was never advanced, leaving tickets open, which the operator had
to mark Solved by hand).
Close-out = **followup (optional but preferred) + set status to Solved.**