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Find tickets where a security- or configuration-impacting change (firewall, MFA, DNS, admin access) was made with no linked or matching documentation update.
IT Glue Hudu
Role: Security & Compliance Owner
Outcome: Risk & Compliance
When to use: “Which changes last month never got documented?” — after a busy change window, during compliance/audit prep, or when a new engineer keeps finding the environment doesn’t match the docs.
Run it: across all completed tickets in a window · or as a Flow (triggered to run the sweep on demand).
Sweep completed tickets for changes that alter a client's security posture or
configuration and verify each one left a documentation trail. Report the gaps; do not
fix them silently.
1. Pull resolved tickets for the window (default: last 30 days), running SEPARATE
searches per change class: firewall/network rules, MFA/conditional access, DNS
records, admin/privileged access grants, VPN config, backup config,
licensing/tenant changes.
2. For each hit, confirm from the thread that a change was actually MADE (not merely
proposed or recommended) — zero-assumption: a recommendation is not a change.
3. For each confirmed change, look for a documentation trail: a doc reference/link in
the ticket notes, or a matching, recently updated entry in the documentation
platform (IT Glue / Hudu where connected) and the knowledge base.
4. Classify each change: DOCUMENTED (trail found), GAP (no trail), or UNVERIFIABLE
(docs platform not searchable for this tenant, or result cap hit). Absence of
evidence is reported as a "gap to verify", not an accusation — the doc may live
somewhere unsearchable; say so.
5. Output the gap report grouped by <client>: change made, ticket number, date,
engineer, change class, and what documentation is missing. Rank security-impacting
gaps (MFA, admin access, firewall) first. Report ONLY changes the thread confirms
were executed — never list a recommendation or quote as an undocumented change.
RESULT-CAP HONESTY: if searches cap out, state the sweep is partial and name the
classes affected. If neither IT Glue nor Hudu is connected, check ticket notes and
the Thread KB only, and say external doc platforms were not checked.
6. If asked, leave a plain-text internal note on each gap ticket ("Documentation gap:
<change class> change has no doc update — please document") — but confirm the ticket
list with the requester BEFORE posting any notes. That is the only write; never edit
documentation or tickets beyond it.
UNATTENDED (Flow): the entire reply is the plain-text gap report, security-impacting
gaps first, no narration. Capped or unsearchable classes appear under an UNVERIFIABLE
heading, never silently dropped. No gaps found -> reply exactly "NO DOC GAPS FOUND."
(append " (SWEEP PARTIAL)" if any search capped). The per-ticket gap notes stay
attended — they require the requester to confirm the ticket list.
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