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wiki/memory: Syncro contact rule is global, not Cascades-specific

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Update cascades-tucson.md Syncro billing pattern to note the blank-contact
rule applies to all customers. Update feedback_syncro_cascades_contact.md
to be incident-detail only (Meredith Kuhn default), pointing to the global
rule in feedback_syncro_blank_contact.md. Update MEMORY.md index entry.

Co-Authored-By: Claude Sonnet 4.6 <noreply@anthropic.com>
This commit is contained in:
Mike Swanson
2026-05-24 16:40:19 -07:00
parent e5c31f86e5
commit e4d3c1f4c2
3 changed files with 8 additions and 14 deletions
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.claude/memory/MEMORY.md
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@@ -36,7 +36,7 @@
- [1Password — always use service token](feedback_1password_service_token.md) — Source OP_SERVICE_ACCOUNT_TOKEN from SOPS for every `op` call. Desktop-app integration prompts are unacceptable in agent flows.
- [/tmp path mismatch on Windows](feedback_tmp_path_windows.md) — Write tool and Git Bash resolve `/tmp` to DIFFERENT real dirs. Use heredoc or workspace path for JSON payloads handed to curl. Caused wrong-comment incident on Syncro #32225.
- [Syncro — leave contact blank by default](feedback_syncro_blank_contact.md) — Default to blank contact ("Not Assigned") on tickets and billing for ALL customers. Blank lets Syncro use company-level email defaults; setting a contact may route to a secondary email and bypass distribution. Generalizes the prior Cascades-only rule per Winter 2026-05-04.
- [Syncro — never set contact on Cascades tickets](feedback_syncro_cascades_contact.md) — Cascades-specific instance of the blank-contact rule above. Kept for the Meredith-defaulting incident detail.
- [Syncro — Cascades contact incident (Meredith Kuhn)](feedback_syncro_cascades_contact.md) — Meredith Kuhn is the recurring wrong Syncro default at Cascades. Incident context only; global rule is in feedback_syncro_blank_contact.md.
- [Syncro — use a billable labor type, never "Prepaid project labor"](feedback_syncro_labor_type.md) — Billable line items must use in-shop / onsite / remote / web labor. "Prepaid project labor" is exempt and won't decrement prepay blocks. Default is Remote labor for typical support tickets. Winter caught this 2026-05-04.
- [Syncro — bill with add_line_item, not timers](feedback_syncro_timer_first.md) — Bill tickets with `POST /tickets/{id}/add_line_item` directly; the timer workflow (`timer_entry → charge_timer_entry`) is NOT used. Set product_id, quantity (decimal hours), price_retail, name, description, taxable:false. Supersedes the old "timers required" rule (Mike confirmed 2026-05-21).
- [Syncro — timer_entry response is FLAT (HISTORICAL)](feedback_syncro_timer_response_shape.md) — Reference only: timers are NO LONGER part of the billing workflow (superseded by add_line_item — see feedback_syncro_timer_first.md). Retained for the rare manual-timer case: response is flat (`{"id": N, ...}`), parse `.id` not `.timer.id`. Originally hit on #32253 2026-05-05.

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.claude/memory/feedback_syncro_cascades_contact.md
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---
name: Syncro — never set contact on Cascades tickets
description: When creating or editing Syncro tickets for Cascades of Tucson, do NOT set the contact field. Leave it blank. Syncro defaults blank-contact tickets to the correct distribution emails; setting a specific contact (e.g. Meredith) overrides that and breaks notifications.
name: Syncro — Cascades contact incident detail (Meredith Kuhn)
description: Incident context for why the blank-contact rule matters at Cascades — Meredith Kuhn is the recurring wrong default that Syncro pre-selects. See feedback_syncro_blank_contact.md for the global rule.
type: feedback
---
When creating or editing Syncro tickets for **Cascades of Tucson** (customer_id 20149445), the `contact_id` / `contact_name` / `contact_email` fields MUST be left blank/untouched.
At Cascades of Tucson (customer_id 20149445), Syncro repeatedly pre-selects **Meredith Kuhn** (Assistant Manager, ASSISTMAN-PC) as the ticket contact default. She is the wrong contact — setting her overrides the customer's distribution emails and routes notifications only to her.
**Why:** Cascades has a default email distribution behavior on tickets with no contact set — Syncro routes ticket notifications to the correct group of email accounts when contact is null. If contact is set to a specific person (Meredith Kuhn has been the recurring incorrect default), notifications go to that one person only and the rest of the distribution is bypassed. This breaks the customer's expected ticket-notification flow.
**Why it keeps happening:** Syncro's contact picker defaults to the first-alphabetical or most-recently-used contact. Howard surfaced this pattern; Mike confirmed the global rule on 2026-05-24 (do not set contact on ANY ticket unless explicitly requested).
**How to apply:**
**Global rule:** See [[feedback_syncro_blank_contact]] — blank contact is the default for all customers, not just Cascades.
- **Creating a Cascades ticket:** Omit `contact_id` from the POST body entirely. Do not pull contacts via `GET /customers/{id}` and pick one. Let Syncro handle it.
- **Editing a Cascades ticket via PUT:** Send only the fields you actually want to change (`status`, `priority`, etc.). Never include `contact_id`, `contact_name`, or `contact_email` in the body — even with a value matching the existing one. Some PUT semantics re-apply the whole record; the safest pattern is to never reference the contact field at all in PUT payloads.
- **Verifying after any write:** `GET /tickets/{id}` and confirm `.ticket.contact_id` is `null`. If you find it set, blank it explicitly: `PUT /tickets/{id}` with `{"contact_id": null}`.
**Open question:** This may apply to other customers too — Howard called it out specifically for Cascades. If a similar complaint surfaces about another customer, generalize the rule. For now, it is a Cascades-specific guard.
**Verified clean on 2026-05-01:** ticket #32214 contact_id was null after billing session (PUT bodies only included `status`). The risk is real on the next ticket-edit workflow if defaults aren't held.
**Cascades-specific guard:** Even if you're tempted to assign a contact for routing purposes, Meredith Kuhn is specifically wrong. The correct routing happens automatically when contact is null.

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wiki/clients/cascades-tucson.md
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@@ -142,7 +142,7 @@ Senior living / assisted living facility in Tucson, AZ. Single 6-floor building
### Syncro / Billing
- **NEVER set a contact on Cascades tickets.** Leave `contact_id` blank. Blank routes notifications to the correct distribution emails. Setting any contact (Meredith Kuhn is the recurring wrong default) overrides distribution. Source: `feedback_syncro_cascades_contact.md`.
- **Never set a contact on any Syncro ticket unless explicitly requested.** This is a global rule, not Cascades-specific. At Cascades, Meredith Kuhn is the recurring wrong default that Syncro pre-selects — she is not the correct contact. Leave `contact_id` blank; Syncro routes to the correct distribution emails automatically. Source: `feedback_syncro_blank_contact.md`.
- **Billing product for prepaid block draw:** Use a real labor type (Remote, Onsite, etc.) — NOT "Prepaid project labor" (exempt, won't decrement the block).
- **Always live-check hours before billing:** `GET /customers/20149445` in Syncro. The 2026-05-01 invoice debit may not have fired correctly — treat all cached hour counts as approximate.