14 lines
1.1 KiB
Markdown
14 lines
1.1 KiB
Markdown
---
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name: Syncro — Cascades contact incident detail (Meredith Kuhn)
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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.
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type: feedback
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---
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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.
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**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).
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**Global rule:** See [[feedback_syncro_blank_contact]] — blank contact is the default for all customers, not just Cascades.
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**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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