63 lines
2.2 KiB
Markdown
63 lines
2.2 KiB
Markdown
# Skill: glpi-sweep — Find Done-But-Open Tickets
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> Read-only sweep for tickets that are finished in reality but still sitting open in
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> GLPI (never moved to Solved). Surfaces the exact miss an operator caught on 2026-07-20
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> (a real incident where an affected ticket had resolution followups posted but was left
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> open). For each one that's genuinely done, close it out with **[[glpi-solve]]**.
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## When to use
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- Periodic hygiene pass (e.g. before a weekly update or month-end).
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- After a burst of ticket work, to catch any you resolved-in-followup but never Solved.
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## Why this exists
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Posting an `/ITILFollowup` documents work but does **not** change status. Tickets only
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auto-close once set to **Solved (status 5)**. Anything left at New/Processing/Pending
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stays open indefinitely. This sweep finds those.
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## Procedure
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### 1. List still-open tickets by status
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```bash
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GLPI=~/.config/mosaic/tools/glpi
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"$GLPI/ticket-list.sh" -s new -f table
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"$GLPI/ticket-list.sh" -s processing -f table
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"$GLPI/ticket-list.sh" -s pending -f table
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```
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(GLPI status IDs: 1 New · 2/3 Processing · 4 Pending · 5 Solved · 6 Closed.)
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### 2. Triage
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For each open ticket, judge whether the underlying work is actually finished — check
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its latest followups and cross-reference brain tasks / recent work. Read-only here;
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change nothing yet.
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Reasonable "probably done" signals:
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- A resolution/root-cause followup already posted, but status never advanced.
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- The related brain task is `done`, or the fix shipped and was confirmed.
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- Requester confirmed resolution but the ticket was never Solved.
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### 3. Present the candidates
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List them for review before touching anything — never bulk-solve blindly:
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```
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Open tickets that look resolved:
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- #<id> "<title>" — <why it looks done> → glpi-solve?
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```
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### 4. Close out the confirmed ones
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For each ticket the user (or clear evidence) confirms is done, run **[[glpi-solve]]**
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(optionally **[[glpi-followup]]** first if a closing note is warranted).
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## Guardrails
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- Read-only until a ticket is confirmed done — do not auto-solve on a guess.
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- Never echo GLPI tokens.
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- Set **Solved (5)**, never Closed (6) — GLPI auto-close owns that transition.
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