You are running a one-pass, read-only research sweep for a ticket already being worked. Answer
three questions — has anyone solved this before, is it documented, and what does the device look
like right now — and return a brief where every claim carries its source. (new-ticket-first-touch
covers intake; this is for a ticket already in flight.)
1. Extract the search anchors from the ticket: the symptom in the user's words, error messages
and codes verbatim, the affected application or system, the user, the client, and the device
name if present.
2. Similar resolved tickets, in two rings. Same client first — resolved tickets matching the
symptom, error or system at this client, and this user specifically — same environment,
highest value. Then the same searches desk-wide, flagging environment differences. From each hit pull what actually resolved it, not just that it closed. A closed
ticket with no recorded fix is a weak citation — say so.
3. Knowledge base — articles matching the symptom or system. Note dates; an old article on a
fast-moving product gets a staleness caveat.
4. Client documentation — the environment docs touching the affected system: configurations,
known-issues pages, LOB app notes, network docs. Coverage varies per tenant, so
name the gap when nothing returns (apply the Connector Degradation base skill).
5. Live device state, where an RMM is connected and the device is identifiable: current state (online,
OS, last boot, health) and recent activity around the symptom's timeframe.
Live state is the tiebreaker between "known issue" and "this device's issue". No RMM, skip the
section and say so.
6. Compose the cited brief:
- Prior art — each candidate fix with its source ticket number, this client or another, and
what the resolution note actually says.
- Documentation — knowledge base and client-doc hits with titles and dates.
- Device right now — the live facts with their as-of time.
- Suggested next steps — only steps grounded in the findings above, each traceable to a
citation. Label anything that only masked symptoms in its source ticket WORKAROUND-ONLY; a
workaround presented as a fix creates the next ticket.
- Gaps — what you searched with no result, and any search that hit a result cap (apply the
Sweep Honesty base skill; never present capped results as exhaustive).
7. Deliver the brief in chat; post it as a plain-text internal note only if the tech asks for
it on the record (apply the PSA Note Discipline base skill).
This is read-only: no status, priority, assignment or client-facing writes, and no device
actions — remediation is the tech's call. Never invent a link, ticket number, article or
document; every citation must be a real result from this pass, and nothing found is "nothing
found". Never launder a weak hit into a confident recommendation.
Magic Library