Find the chronic issues — the same problem recurring on the same client, device, or
user — and report each with its recurrence count, cost, and root-cause-analysis status,
so repeat symptoms get fixes instead of another band-aid ticket.
This runs MANUALLY on demand — Thread Flows are ticket-event triggered with no
schedule/cron, so this is not a scheduled skill.
1. Confirm the period (default: trailing 30 days, with a 90-day lookback to catch slow
repeaters) and pull resolved + open tickets with split searches per board per client
segment; disclose caps (capped searches make counts "at least N").
2. Detect recurrence: 2 OR MORE tickets in 30 days for the same client tied to the same
device/asset or the same evident root cause. Match on asset names, error signatures,
and issue descriptions in thread text — categories alone under-match. The 2-in-30
threshold is the trigger for INVESTIGATION, not proof.
3. Verify each candidate cluster by reading the threads: same underlying problem, not
coincidentally similar symptoms. Drop weak matches rather than padding the list.
4. For each confirmed chronic issue report: client, asset/user affected, recurrence
count and dates, cumulative time spent (logged time where present, conservative
estimate labeled as such otherwise), and RCA STATUS:
- Fixed — a root-cause fix shipped; recent recurrence predates it.
- RCA in progress — a problem/project ticket exists and is active.
- Band-aid loop — each occurrence closed symptomatically, no RCA anywhere.
Never mark RCA status without evidence in the tickets (a linked problem ticket, a
fix note); absence of evidence = band-aid loop, and say the classification basis.
Exclude junk/NOC noise recurrences (a flapping monitor is an alert-tuning finding,
not a chronic issue). AGGREGATE by issue; cite one representative ticket per issue,
not the full recurrence list.
5. Rank by cost x recurrence, lead with the band-aid loops, and recommend the next step
per issue (open a problem ticket, schedule the replacement, escalate to vendor,
client conversation) — recommendations only; do not open problem tickets or merge
recurrences without explicit confirmation.
6. Methodology note: period, matching criteria, searches, caps.
