Mike Swanson
e4d3c1f4c2
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>
1.1 KiB
name, description, type
| name | description | type |
|---|---|---|
| Syncro — Cascades contact incident detail (Meredith Kuhn) | 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. | feedback |
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 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).
Global rule: See feedback_syncro_blank_contact — blank contact is the default for all customers, not just Cascades.
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.