Identity

A definition is named by its content, so this address is what a ticket pins and what a consumer checks against:

sha256-84c7f6140fc8cf90ee3a33efde68238cb3eba603b216dfb08aeafcbafc28aa20

Shape

● received
│
├─▶ triaged            ⊢ category · severity · ✎triager
│   │
│   ├─▶ reproducible   ⊢ category = technical · ⧉repro/
│   └─▶ resolved       ⊢ resolution.ref · (¬category = technical | ⤳reproducible)
│       │
│       ▼ closed ★     ⊢ customer.ack
└─▶ escalated          ⊢ ⏱PT48H · ¬category

Roles to fill

Every role ships empty, so adopting a process never inherits somebody else’s org chart. Name yours with tik roles add <role> <actor>.

• billing — empty
• triager — empty

Facts it records

Stages

received

Reached immediately — it carries no guards.

Runbook: kb/runbooks/support-request-received.md

triaged

Follows received.

Reached when:

• the fact category stands
• the fact severity stands
• category was asserted by a member of the triager role

Runbook: kb/runbooks/support-request-triaged.md

escalated

Follows received.

Reached when:

• PT48H has passed since create
• it is NOT the case that the fact category stands

Runbook: kb/runbooks/support-request-escalated.md

reproducible

Follows triaged.

Reached when:

• the fact category equals :technical
• an artifact is attached whose path starts with repro/

Runbook: kb/runbooks/support-request-reproducible.md

resolved

Follows triaged.

Reached when:

• the fact resolution.ref stands
• either it is NOT the case that the fact category equals :technical, or stage reproducible is reached

Runbook: kb/runbooks/support-request-resolved.md

closed · sticky

Follows resolved.

Once reached it stays reached: the fold carries it forward, so later evidence cannot take it away.

Reached when:

• the fact customer.ack stands

Runbook: kb/runbooks/support-request-closed.md

Take it

tik adopt processes/support-request.edn```

The definition and its runbooks are copied into your store, and the
publisher's signature travels with them when a key in your `actors`
verifies it.

Read the stages before you adopt: they say who has to sign what,
which is a decision about your organisation.