claudetools/.claude/memory/feedback_syncro_appointment_owner.md

name, description, type

name	description	type
Syncro — confirm appointment owner explicitly when creating tickets with appointments	When creating Syncro tickets that include an appointment, always ask "who is the appointment owner?" before posting. Don't auto-default to the ticket's assigned tech, and distinguish owner from additional attendees.	feedback

Rule: When creating a Syncro ticket that includes an appointment (Onsite, Remote, Phone Call, etc.), explicitly ask the user who the appointment owner is in the preview phase. Do not assume the appointment owner equals the ticket's assigned tech, and do not silently add other techs as attendees.

Why: The appointment owner is the person whose calendar the appointment lands on as the primary entry — they are the one accountable for being there. Additional user_ids in the appointment payload only add the entry to other techs' calendars as secondary/visible items, which clutters their schedule and creates ambiguity about who is actually on the hook for the visit. Howard caught this on 2026-05-08 after a ticket creation where I added the assigned tech to user_ids without confirming whether they should be the owner versus an attendee.

How to apply:

In the ticket creation preview (Step 3 of the ticket creation workflow), present the appointment block with the OWNER as a separate, explicit field — not buried as an inferred default. Example preview format:

APPOINTMENT
-----------
Type:               Onsite
Owner:              <ASK USER — who's calendar should this be on?>
Additional attendees: (optional, leave blank unless explicitly added)
Start:              <start_at>
End:                <end_at>
Location:           <blank or override>

In the API payload, the appointment owner is the FIRST or PRIMARY entry in user_ids. Confirm:

• The owner is the person actually attending the appointment (or the lead tech if multiple).
• If the user wants ONLY the owner with no co-attendees, user_ids should contain ONE id only.
• If the user wants additional attendees (e.g., "Mike will join remote, Howard onsite"), add them only after explicit confirmation in the preview.

What NOT to do:

• Do NOT auto-add the ticket's user_id (assigned tech) as the appointment owner without asking.
• Do NOT add additional attendees to user_ids without explicit user direction.
• Do NOT treat appointment owner as a passive inheritance from the ticket — surface it as an active confirmation field in the preview.

Trigger context:

Howard created the Kittle Design ticket (#32263) on 2026-05-08 for an 11:30 AM onsite to set up Joshua. I auto-added Howard's user_id to the appointment's user_ids array without confirming whether Howard was the owner or just an attendee. Howard flagged: "when setting up an appointment confirm the appointment owner — don't just add additional attendees." Save as a rule for syncro ticket creation.