7bc2dfb6c8
GLPI helpdesk workflow skills written against the portable tools/glpi/ tooling (session-init.sh, ticket-list.sh, ticket-create.sh), cross-linked via [[glpi-*]]: - glpi-solve — close a ticket by setting status Solved (5); GLPI auto-closes - glpi-followup — add a followup via the top-level /ITILFollowup endpoint - glpi-sweep — read-only hunt for done-but-open tickets needing Solve - glpi-list — query tickets by status/recency - glpi-create — open a new ticket Core rule encoded: completing work means setting status Solved, not just posting a resolution followup (a followup documents; only Solved auto-closes). Note: illustrative examples in the bodies are USC-flavored (M2M / helpdesk ticket numbers) and can be genericized in review if preferred. Co-Authored-By: Claude Opus 4.8 <noreply@anthropic.com> Claude-Session: https://claude.ai/code/session_019GjBgrb9tHgvq414Fqj37c
2.1 KiB
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 open). For each one that's genuinely done, close it out with glpi-solve.
When to use
- Periodic hygiene pass (e.g. before a weekly update or month-end).
- After a burst of ticket work, to catch any you resolved-in-followup but never Solved.
Why this exists
Posting an /ITILFollowup documents work but does not change status. Tickets only
auto-close once set to Solved (status 5). Anything left at New/Processing/Pending
stays open indefinitely. This sweep finds those.
Procedure
1. List still-open tickets by status
GLPI=~/.config/mosaic/tools/glpi
"$GLPI/ticket-list.sh" -s new -f table
"$GLPI/ticket-list.sh" -s processing -f table
"$GLPI/ticket-list.sh" -s pending -f table
(GLPI status IDs: 1 New · 2/3 Processing · 4 Pending · 5 Solved · 6 Closed.)
2. Triage
For each open ticket, judge whether the underlying work is actually finished — check its latest followups and cross-reference brain tasks / recent work. Read-only here; change nothing yet.
Reasonable "probably done" signals:
- A resolution/root-cause followup already posted, but status never advanced.
- The related brain task is
done, or the fix shipped and was confirmed. - Requester confirmed resolution but the ticket was never Solved.
3. Present the candidates
List them for review before touching anything — never bulk-solve blindly:
Open tickets that look resolved:
- #<id> "<title>" — <why it looks done> → glpi-solve?
4. Close out the confirmed ones
For each ticket the user (or clear evidence) confirms is done, run glpi-solve (optionally glpi-followup first if a closing note is warranted).
Guardrails
- Read-only until a ticket is confirmed done — do not auto-solve on a guess.
- Never echo GLPI tokens.
- Set Solved (5), never Closed (6) — GLPI auto-close owns that transition.