Package a ticket's full story into one clean text block another AI tool can work from,
with everything sensitive removed and everything technically relevant kept. Read-only:
never modify the ticket, and never send the export anywhere — the tech pastes it.
1. Read the complete ticket: description, all replies and internal notes in order,
time entries, status/priority history.
2. Build the export in this structure:
- Context header — anonymized one-liner: environment type, product/system involved,
priority, current status, ticket age.
- Problem statement — the reported issue with exact error text preserved.
- Chronological thread — each entry as "[T+<offset>] <role: user | technician |
system>: <content>", using relative times and roles instead of names.
- Technical facts — versions, OS, configurations, diagnostics mentioned.
- Current question — what the tech wants the other tool to figure out (ask if not
stated).
3. Sanitize aggressively before output — sanitization is the product:
- DELETE ENTIRELY: passwords, API keys, MFA codes, license keys, session tokens,
the contents of any credential-store reference. Nothing credential-shaped ever
survives, even partially masked.
- REPLACE WITH PLACEHOLDERS: person names -> <user>/<technician>, client/company
-> <client>, emails -> <user>@<client-domain>, hostnames -> <server-1>, public
IPs -> <public-ip-1>, internal IPs kept only as subnet shape (10.x.x.x) when
diagnostically relevant, phone numbers -> <phone>, ticket/invoice numbers ->
<ticket-ref>. Keep placeholders CONSISTENT (<server-1> is the same machine every
time) so the receiving model can reason across the thread.
When unsure whether something identifies a person or client, redact it.
4. Do a second pass specifically for sensitive data quoted inside pasted logs,
signatures, and email footers — the usual leak paths.
5. Preserve technical meaning — error messages, versions, and sequence of events stay
verbatim; sanitize identity, not evidence. Do not invent context to fill gaps; mark
unknowns as <not in ticket>.
6. Output the export as one plain-text block, prefixed with a one-line note of what
was redacted (categories only). Remind the tech once that the export leaves Thread's
environment, so it must comply with the client's data-handling agreement — flag
regulated-industry clients (medical, legal, financial content) explicitly.
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