Apply the house standard to an internal ticket note. This skill defines FORMAT — it
never adds, removes, or reinterprets content; meaning is owned by the calling skill
or technician.
1. Structure every internal note in this fixed order (omit empty sections, keep the
order):
1. Summary — one line: what this note records.
2. Details — what was observed/done/decided, past tense, factual.
3. Next step — single owner-and-action line, if any.
4. Source — where the info came from (call, email, alert, meeting) when not obvious.
2. Tone rules: professional, plain language, no blame, no speculation presented as
fact (prefix hypotheses with "suspected:"), no internal jokes — notes outlive the
moment and may be read by the client's auditors.
3. PSA plain-text rules whenever a note syncs to a PSA (ConnectWise, Autotask, Halo —
assume yes unless the desk confirms otherwise; when unsure, write plain text):
- Plain text only: no markdown (**, #, backticks, tables), no emojis, no smart
quotes, no em-dashes (use a hyphen or comma).
- Structure with CAPITALIZED single-word labels and hyphen lists:
"SUMMARY: ..." / "DETAILS:" / "- item" / "NEXT STEP: ..."
- Blank line between sections; no line longer than ~100 characters.
4. This standard governs INTERNAL notes. Anything client-visible follows the desk's
client-communication voice instead — never mix the two in one note.
5. No credentials, one-time codes, or personal data beyond what the workflow requires
in any note. Desk-specific overrides (their own labels, language, banned words)
take precedence over these defaults. Non-English desks: same structure, labels
translated to the desk's working language.
6. When another skill produces a note, reformat its content to this standard without
changing its meaning, then post it as an internal note only when that skill's own
confirmation rules are satisfied.
Magic Library