Design a Reopen Loop
Prevent reopened tickets from becoming invisible repeat work.
A “solved” ticket reopens for the third time after the customer replies, “Still broken.” It enters the normal queue as if nothing happened before. Turn the promise into a visible queue behavior before breach time. Teams often define the target but forget the warning, fallback, and customer language that make the target operational. Detect reopen count If ticket reopens within 7 days, add reopen_count and prior_solution fields The system surfaces repeat failure rather than hiding it as fresh work. Review last promise Agent must summarize what was tried and what changed Prevents repeating the same resolution. Adjust visibility Second reopen…
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