Session log: desertrat.com Mailprotector SBR repair + Syncro API corrections
- Added desertrat.com to /etc/mailprotector_domains on Websvr (outbound SBR now active) - Created Mailprotector bulk user import CSV (38 desertrat.com accounts/forwarders) - Created Syncro ticket #32181 + invoice #67437 for Furrier (30 min remote, $81.53) - Corrected syncro.md skill doc: add_line_item for billing, remove_line_item to delete, charge_timer_entry to convert timers, comment DELETE impossible via API - Created clients/furrier/ with session log Co-Authored-By: Claude Sonnet 4.6 <noreply@anthropic.com>
This commit is contained in:
@@ -11,7 +11,7 @@ Create, update, close, comment on, and bill tickets in Syncro PSA.
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/syncro update <number> <status> Update ticket status
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/syncro close <number> Close/resolve a ticket
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/syncro comment <number> <text> Add a comment to a ticket
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/syncro bill <number> Create invoice from ticket time entries
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/syncro bill <number> Add billable time and create invoice
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/syncro search <query> Search tickets by subject/customer
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/syncro customers <query> Search customers
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```
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@@ -70,13 +70,20 @@ API_KEY=$(sops -d D:/vault/msp-tools/syncro.sops.yaml | py -c "import sys,yaml;
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|---|---|---|---|
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| Add comment | POST | `/tickets/<id>/comment` | `{"subject": "Update", "body": "...", "hidden": false, "do_not_email": false}` |
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**Comment fields:**
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- `subject` — comment header (e.g., "Update", "Resolution", "Internal Note")
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- `body` — comment text (HTML supported)
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- `hidden` — if true, internal-only (customer can't see)
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- `do_not_email` — if true, don't email customer about this comment
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**Comment fields (verified):**
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- `subject` — required; comment header (e.g., "Update", "Resolution", "Internal Note")
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- `body` — required; comment text (HTML supported)
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- `hidden` — bool; if true, internal-only (customer can't see)
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- `do_not_email` — bool; if true, suppresses customer email notification
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- `tech` — string; overrides the authenticated user's name shown on the comment
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**WARNING:** The comment endpoint accepts but silently ignores `product_id`, `minutes_spent`, and `bill_time_now` fields — they are not saved. Verified 2026-04-20. Always use the timer_entry endpoint to log time.
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**Silently ignored (do not use):** `product_id`, `minutes_spent`, `bill_time_now` — accepted but not saved. Verified 2026-04-21.
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**CRITICAL — duplicate prevention:** The server has no idempotency. One POST = one comment, always. Duplicates are caused by calling the endpoint twice (retry after a perceived timeout, double tool invocation, etc.). **Never retry a POST /comment without first GET /tickets/{id} to confirm the comment did not already land.** The `Idempotency-Key` header is silently ignored.
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**Comments cannot be deleted via API.** No DELETE endpoint exists in the Syncro API for comments — confirmed against official swagger spec. Duplicate comments require manual removal in the GUI.
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**Do NOT wrap body in `{"comment": {...}}`** — returns 422 "Body can't be blank". POST flat JSON directly.
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#### Customers
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@@ -86,14 +93,59 @@ API_KEY=$(sops -d D:/vault/msp-tools/syncro.sops.yaml | py -c "import sys,yaml;
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| Get customer | GET | `/customers/<id>` |
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| Create customer | POST | `/customers` |
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#### Timer Entries (add time to ticket)
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#### Billable Line Items
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| Operation | Method | Endpoint | Body |
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|---|---|---|---|
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| Add time | POST | `/tickets/<id>/timer_entry` | `{"start_at": "ISO8601", "end_at": "ISO8601", "notes": "...", "billable": true, "product_id": N}` |
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| List timers | GET | `/ticket_timers?ticket_id=<id>` |
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Two verified ways to add billable time. Both produce ticket line items that transfer to invoices.
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**IMPORTANT:** `product_id` must be a **labor product**, not an invoice product. Common labor products:
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**Option A — Direct line item (simpler):**
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| Operation | Method | Endpoint |
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|---|---|---|
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| Add line item | POST | `/tickets/<id>/add_line_item` |
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| Remove line item | POST | `/tickets/<id>/remove_line_item` |
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| Update line item | PUT | `/tickets/<id>/update_line_item` |
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```bash
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# Add
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curl -s -X POST "${BASE}/tickets/${ID}/add_line_item?api_key=${API_KEY}" \
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-H "Content-Type: application/json" \
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-d '{"product_id": 1190473, "quantity": 0.5, "price_retail": 150.00, "name": "Labor - Remote Business", "description": "Work description"}'
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# Remove
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curl -s -X POST "${BASE}/tickets/${ID}/remove_line_item?api_key=${API_KEY}" \
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-H "Content-Type: application/json" \
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-d '{"ticket_line_item_id": 12345}'
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# Returns: {"success": true, "message": ""}
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```
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**Option B — Timer then charge (for time-tracking workflows):**
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```bash
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# 1. Create timer entry
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curl -s -X POST "${BASE}/tickets/${ID}/timer_entry?api_key=${API_KEY}" \
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-H "Content-Type: application/json" \
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-d '{"start_at": "ISO8601", "end_at": "ISO8601", "notes": "...", "billable": true, "product_id": 1190473}'
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# 2. Charge timer — sets recorded:true and creates linked line item
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curl -s -X POST "${BASE}/tickets/${ID}/charge_timer_entry?api_key=${API_KEY}" \
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-H "Content-Type: application/json" \
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-d '{"timer_entry_id": N}'
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# Delete timer (if needed)
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curl -s -X POST "${BASE}/tickets/${ID}/delete_timer_entry?api_key=${API_KEY}" \
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-H "Content-Type: application/json" \
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-d '{"timer_entry_id": N}'
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# Returns: {"success": true}
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```
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**add_line_item required fields:**
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- `name` — required (422 if missing)
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- `description` — required (422 if missing)
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- `product_id` — labor product ID (see list below)
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- `quantity` — decimal hours (0.5 = 30 min, 1.0 = 1 hour)
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- `price_retail` — **only price field that saves**; `price`, `retail_price`, `rate`, `price_cents` all silently ignored and leave line at $0.00
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**Labor product IDs:**
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- `1190473` — Labor - Remote Business (standard remote work)
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- `26118` — Labor - Onsite Business
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- `26184` — Labor - Emergency or After Hours Business
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@@ -102,22 +154,28 @@ API_KEY=$(sops -d D:/vault/msp-tools/syncro.sops.yaml | py -c "import sys,yaml;
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- `26117` — Fee - Travel Time
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- `68055` — Labor - Website Labor
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#### Timer Entries (time tracking reference)
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| Operation | Method | Endpoint |
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|---|---|---|
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| Add timer | POST | `/tickets/<id>/timer_entry` |
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| Charge timer → line item | POST | `/tickets/<id>/charge_timer_entry` |
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| Update timer | PUT | `/tickets/<id>/update_timer_entry` |
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| Delete timer | POST | `/tickets/<id>/delete_timer_entry` |
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| List timers | GET | `/ticket_timers?ticket_id=<id>` |
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#### Invoices
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| Operation | Method | Endpoint | Body |
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|---|---|---|---|
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| List invoices | GET | `/invoices?per_page=25` |
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| Get invoice | GET | `/invoices/<id>` |
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| List invoices | GET | `/invoices?per_page=25` | — |
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| Get invoice | GET | `/invoices/<id>` | — |
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| Create from ticket | POST | `/invoices` | `{"ticket_id": N, "customer_id": N, "category": "Standard"}` |
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| Delete invoice | DELETE | `/invoices/<id>` | — |
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**"Make Invoice" flow:** Timer entries on the ticket become invoice line items when you POST `/invoices` with the ticket_id. This is the equivalent of clicking "Make Invoice" in the GUI.
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**"Make Invoice" flow:** `POST /invoices` pulls all `add_line_item` entries from the ticket into the invoice. Timer entries are NOT included.
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#### Invoice Line Items
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| Operation | Method | Endpoint | Body |
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|---|---|---|---|
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| Add line item | POST | `/invoices/<id>/line_items` | `{"item": "...", "quantity": 1, "price": 125.00, "product_id": N}` |
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**Note:** The `POST /invoices` response body does not include `line_items` — do `GET /invoices/{id}` to verify line items transferred correctly.
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### Display formatting
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@@ -135,41 +193,51 @@ When showing ticket detail, include:
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- Created date, due date, last updated
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- Assigned tech
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- Comments (most recent first, truncated to last 5)
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- Time entries if any
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- Billing status
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- Line items / billing status
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### Billing workflow
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**ALWAYS ask the user for minutes and labor type before logging any time entry. Never assume a default.**
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**ALWAYS show a preview of the ticket comment/notes to the user before posting. Wait for confirmation.**
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**ALWAYS ask the user for minutes and labor type before logging any time. Never assume a default.**
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**ALWAYS show a preview of the comment to the user before posting. Wait for confirmation.**
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When `/syncro bill <number>` is called:
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1. Get ticket details
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2. Ask: "How many minutes should I bill, and what labor type? (remote / onsite / emergency / project / internal)"
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3. Draft the comment body and show it to the user for review before posting
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3. Add comment: `POST /tickets/{id}/comment` with work notes as body (no time fields — they are broken)
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4. Add timer entry: `POST /tickets/{id}/timer_entry` with `start_at`, `end_at`, `billable: true`, `product_id`, `notes`
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5. Create invoice: `POST /invoices` with `{"ticket_id": N, "customer_id": N, "category": "Standard"}`
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6. Update ticket status to "Invoiced"
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4. Post comment: `POST /tickets/{id}/comment`
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5. Add billable line item: `POST /tickets/{id}/add_line_item` with quantity in decimal hours, `price_retail`, `name`, `description`
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6. Create invoice: `POST /invoices` with `{"ticket_id": N, "customer_id": N, "category": "Standard"}`
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7. Verify invoice: `GET /invoices/{id}` to confirm line items transferred
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8. Update ticket status to `Invoiced`
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**Correct two-call pattern for comment + time:**
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**Correct pattern:**
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```bash
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# Step 1: comment (notes only)
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curl -X POST "${BASE}/tickets/${ID}/comment?api_key=${API_KEY}" \
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# Step 1: Post comment
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curl -s -X POST "${BASE}/tickets/${ID}/comment?api_key=${API_KEY}" \
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-H "Content-Type: application/json" \
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-d '{"subject": "Resolution", "body": "...", "hidden": false, "do_not_email": true}'
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-d '{"subject": "Resolution", "body": "...", "hidden": false, "do_not_email": false}'
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# Step 2: timer entry (billable time) — compute start_at as end_at minus minutes
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NOW=$(date -u +"%Y-%m-%dT%H:%M:%SZ")
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START=$(date -u -d "60 minutes ago" +"%Y-%m-%dT%H:%M:%SZ")
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curl -X POST "${BASE}/tickets/${ID}/timer_entry?api_key=${API_KEY}" \
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# Step 2: Add billable line item (convert minutes to decimal hours)
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# 60 min = 1.0, 30 min = 0.5, 45 min = 0.75, etc.
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curl -s -X POST "${BASE}/tickets/${ID}/add_line_item?api_key=${API_KEY}" \
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-H "Content-Type: application/json" \
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-d "{\"start_at\": \"${START}\", \"end_at\": \"${NOW}\", \"notes\": \"...\", \"billable\": true, \"product_id\": 1190473}"
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-d '{"product_id": 1190473, "quantity": 1.0, "price_retail": 150.00, "name": "Labor - Remote Business", "description": "..."}'
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# Step 3: Create invoice
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curl -s -X POST "${BASE}/invoices?api_key=${API_KEY}" \
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-H "Content-Type: application/json" \
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-d '{"ticket_id": '"${ID}"', "customer_id": '"${CUST}"', "category": "Standard"}'
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# Step 4: Verify line items transferred
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curl -s "${BASE}/invoices/${INVOICE_ID}?api_key=${API_KEY}" | jq '.invoice.line_items'
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# Step 5: Mark ticket Invoiced
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curl -s -X PUT "${BASE}/tickets/${ID}?api_key=${API_KEY}" \
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-H "Content-Type: application/json" \
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-d '{"status": "Invoiced"}'
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```
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When `/syncro comment <number> <text> --time 60 --labor remote` is called:
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- Post the comment first, then post a separate timer_entry
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- `--labor` maps to product IDs: `remote` → 1190473, `onsite` → 26118, `emergency` → 26184, `project` → 9269129, `internal` → 9269124, `travel` → 26117, `website` → 68055
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`--labor` maps to product IDs: `remote` → 1190473, `onsite` → 26118, `emergency` → 26184, `project` → 9269129, `internal` → 9269124, `travel` → 26117, `website` → 68055
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### Error handling
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195
clients/furrier/session-logs/2026-04-21-session.md
Normal file
195
clients/furrier/session-logs/2026-04-21-session.md
Normal file
@@ -0,0 +1,195 @@
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# Session Log: 2026-04-21
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## User
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- **User:** Mike Swanson (mike)
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- **Machine:** DESKTOP-0O8A1RL
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- **Role:** admin
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## Session Summary
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Diagnosed and resolved desertrat.com email routing issues reported by Mike Furrier. Also performed significant Syncro API research and corrections as a side effect of ticketing this work.
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---
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## Client: Furrier (Mike Furrier / Western Tire / Desert Rat)
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**Syncro Customer ID:** 391491
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**Syncro Ticket:** #32181 (ID: 109263692) — "desertrat.com - Email / Mailprotector SBR Setup & Repair"
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**Invoice:** #67437 (ID: 1650004395) — $75.00 labor + tax = $81.53
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---
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## Problem Report
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Mike Furrier reported that tim@desertrat.com was being rejected with:
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```
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550 5.7.1 tim@desertrat.com is not allowed to send email on behalf of this domain due to a DMARC reject policy.
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```
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Message was from tim@desertrat.com to desertrat64@desertrat.com.
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---
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## DNS Analysis (desertrat.com)
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**DNS Host:** AWS Route 53
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**DMARC:**
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```
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v=DMARC1; p=reject; sp=reject; adkim=r; aspf=r; pct=100
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```
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Full enforcement, 100%.
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**SPF:**
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```
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v=spf1 +a +mx +ip4:162.248.93.233 +ip4:162.248.93.81 +include:spf.wdsolutions.com +include:spf.us.emailservice.io -all
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```
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**MX:**
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```
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priority 10 → desertrat-com.inbound.emailservice.io
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priority 20 → desertrat-com.inbound.emailservice.cc
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priority 30 → desertrat-com.inbound.emailservice.co
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```
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emailservice.io is the Mailprotector spam filter front-end.
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**DKIM:**
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`default._domainkey.desertrat.com` — key exists, published, signed by Websvr (cPanel default selector).
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---
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## Infrastructure
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**Websvr (cPanel/WHM):**
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- Host: websvr.acghosting.com
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- External IP: 162.248.93.233 (verified from server — vault listed .81 as secondary)
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- SSH: root / r3tr0gradE99# (port 22)
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- WHM API Token: 8ZPYVM6R0RGOHII7EFF533MX6EQ17M7O
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- OS: CentOS 7, WHM 11.110.0.95
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- SSH host key: SHA256:qcaW8BWq5UyM0l0g6DS9JfYbMZN/LTXLs3BIEZV8BE0
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**plink command for SSH:**
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```bash
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plink -ssh -pw "r3tr0gradE99#" -hostkey "SHA256:qcaW8BWq5UyM0l0g6DS9JfYbMZN/LTXLs3BIEZV8BE0" root@websvr.acghosting.com -batch "<command>"
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```
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**cPanel account:** desertra
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**Domain:** desertrat.com
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---
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## Root Cause Analysis
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1. **tim@desertrat.com is a forwarder, not a mailbox** — exists in `/etc/valiases/desertrat.com` forwarding to timfurrier@gmail.com. Mike had checked cPanel accounts (wrong place to look).
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2. **Mailprotector SBR was unconfigured** — exim had the `mailprotector_smarthost` router configured to route outbound through `{domain}.outbound.emailservice.io`, but `/etc/mailprotector_domains` was empty. desertrat.com was never enrolled.
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3. **Mail flow was broken** — without SBR enrollment, outbound forwarded mail from Websvr went direct (not through emailservice.io). emailservice.io is authorized in SPF; direct Websvr sends are also authorized (Websvr IPs in SPF), so SPF technically passes, but the DMARC issue is Tim replying from Gmail.
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4. **Tim's DMARC rejection** — Tim receives forwarded mail at timfurrier@gmail.com and replies using tim@desertrat.com as From. Gmail's servers are not in desertrat.com's SPF → DMARC p=reject → rejected by emailservice.io on inbound.
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||||
---
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## Fix Applied
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||||
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||||
Added `desertrat.com` to `/etc/mailprotector_domains` on Websvr:
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```bash
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echo 'desertrat.com' >> /etc/mailprotector_domains
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```
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Verified outbound routing in exim log:
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```
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R=mailprotector_smarthost T=mailprotector_relay
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H=desertrat-com.outbound.emailservice.io
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||||
C="250 2.0.0 Ok: queued as 69DF27E284"
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||||
```
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||||
|
||||
No exim restart required — file is checked at runtime via lsearch lookup.
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||||
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||||
---
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||||
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## Mailprotector User Import
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||||
|
||||
Created bulk user import CSV for Mailprotector at:
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`C:\Users\guru\Downloads\desertrat_mailprotector_import.csv`
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|
||||
38 entries covering all desertrat.com mailboxes and forwarders from `/etc/valiases/desertrat.com` and `/home/desertra/mail/desertrat.com/`.
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||||
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||||
Format: `Username,First Name,Last Name,Password,Secondary Email,Phone,Primary Username`
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|
||||
Aliases (Primary Username set):
|
||||
- desertrat60 → store60
|
||||
- desertrat60r → store60r
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- desertrat62 → store62
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||||
- desertrat64 → store64
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||||
- desertat64 → store64 (typo address, included as it exists)
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- jobs → tim
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||||
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||||
---
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## Outstanding Items
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1. **Tim sending via Gmail** — DMARC p=reject will continue to block Tim replying from Gmail as tim@desertrat.com. Fix: Tim configures Gmail "Send mail as" with Websvr SMTP:
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- SMTP Server: mail.desertrat.com
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- Port: 587 (STARTTLS) or 465 (SSL)
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- Username: tim@desertrat.com
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- Password: Tim's cPanel email password (reset via WHM if needed)
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|
||||
2. **WebShop / DKIM** — DKIM already active on Websvr (`default._domainkey.desertrat.com`). No WebShop action needed for DKIM unless they need their own selector for their outbound.
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||||
|
||||
3. **Mailprotector user sync** — CSV delivered to Mike for manual import into Mailprotector admin. No automated sync available (emailservice.io only offers AD/365/Google as sync sources).
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||||
|
||||
4. **WebShop "extra code"** — Likely a DKIM record they wanted added to Route 53. Since Websvr's DKIM is already in DNS and active, this may be moot. Confirm with WebShop.
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||||
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||||
---
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||||
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||||
## Syncro Ticket Details
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||||
|
||||
- **Ticket #32181** — created, comment posted, 30 min remote labor billed
|
||||
- **Invoice #67437** — $75.00 + tax = $81.53, status: Invoiced
|
||||
- Ticket status: Invoiced
|
||||
|
||||
---
|
||||
|
||||
## Syncro API Corrections (side work this session)
|
||||
|
||||
Significant research was done to fix incorrect skill documentation. All findings validated against official swagger spec at `https://api-docs.syncromsp.com/swagger.json` and live-tested on ACG client (ID: 15353550).
|
||||
|
||||
### Correct billing flow
|
||||
**Wrong (old):** `POST /tickets/{id}/timer_entry` — timer entries do NOT become invoice line items.
|
||||
|
||||
**Correct:** `POST /tickets/{id}/add_line_item` with:
|
||||
- `name` (required)
|
||||
- `description` (required)
|
||||
- `product_id`
|
||||
- `quantity` (decimal hours)
|
||||
- `price_retail` — ONLY price field that saves; all other names (`price`, `rate`, `retail_price`) silently ignored
|
||||
|
||||
### Correct line item removal
|
||||
**Wrong (old):** `DELETE /tickets/{id}/line_items/{id}` — returns 404, does nothing.
|
||||
|
||||
**Correct:** `POST /tickets/{id}/remove_line_item` with `{"ticket_line_item_id": N}` — returns `{"success": true}`
|
||||
|
||||
### Timer operations (correct endpoints)
|
||||
- Delete timer: `POST /tickets/{id}/delete_timer_entry` with `{"timer_entry_id": N}`
|
||||
- Charge timer → line item: `POST /tickets/{id}/charge_timer_entry` with `{"timer_entry_id": N}`
|
||||
|
||||
### Comment DELETE
|
||||
**Not possible via API.** No DELETE endpoint for comments exists in the Syncro swagger spec. Duplicate comments require manual GUI removal (ask Winter).
|
||||
|
||||
### Duplicate comment prevention
|
||||
Server has no idempotency. Never retry `POST /comment` without first `GET /tickets/{id}` to verify the comment didn't already land.
|
||||
|
||||
### Invoice line item DELETE
|
||||
`DELETE /invoices/{id}/line_items/{line_item_id}` — **works** (returns HTTP 200).
|
||||
|
||||
### Skill doc updated
|
||||
`.claude/commands/syncro.md` — fully rewritten billing section with correct endpoints.
|
||||
|
||||
---
|
||||
|
||||
## Files Modified
|
||||
|
||||
- `/etc/mailprotector_domains` on websvr.acghosting.com — added desertrat.com
|
||||
- `C:\Users\guru\Downloads\desertrat_mailprotector_import.csv` — created
|
||||
- `D:\claudetools\.claude\commands\syncro.md` — Syncro skill doc corrected
|
||||
- `D:\claudetools\clients\furrier\session-logs\2026-04-21-session.md` — this file
|
||||
Reference in New Issue
Block a user