docs(glpi-skills): genericize operator-specific content per review

skills/glpi-solve/SKILL.md

@@ -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.**
 

skills/glpi-sweep/SKILL.md

@@ -1,8 +1,8 @@
 # Skill: glpi-sweep — Find Done-But-Open Tickets
 
 > Read-only sweep for tickets that are finished in reality but still sitting open in
-> GLPI (never moved to Solved). Surfaces the exact miss Jason caught on 2026-07-20
-> (M2M #2607200002 and the Brad ticket had resolution followups posted but were left
+> GLPI (never moved to Solved). Surfaces the exact miss an operator caught on 2026-07-20
+> (a real incident where an affected ticket had resolution followups posted but was left
 > open). For each one that's genuinely done, close it out with **[[glpi-solve]]**.
 
 ## When to use