name: ticket
description: Ticket Solution Finder. Use this skill when the user wants to "find solution for ticket", "check ticket", "solve ticket", or provides a Jira ticket URL/key like "TCP-12345".

Ticket Solution Finder

Find solutions for Jira tickets by searching Confluence documentation and similar past tickets.

Input

Ticket URL or Key: $ARGUMENTS

Instructions

1. Fetch Ticket Details

• Extract the ticket key from the provided URL or use the key directly
• Use mcp__jira__jira_get_issue to get the full ticket details
• Summarize the ticket: customer name, question/issue, and key details

2. Search for Solutions

• Search Confluence using mcp__jira__confluence_search with relevant keywords from the ticket
• Search for similar past Jira tickets using mcp__jira__jira_search_issues with:
• Keywords from the question
• Similar topic queries
• Chinese/English variations if applicable
• Check closed tickets with similar issues for answers in their comments

3. Analyze and Present Solution

• Review the search results
• Extract relevant information that answers the customer's question
• Present a clear solution summary

4. Ask for Confirmation

After presenting the solution, ask the user:

"Would you like me to comment this solution on the ticket? Please choose:
- Yes (English) - Post comment in English
- Yes (Chinese) - Post comment in Chinese
- Yes (Both) - Post both English and Chinese versions
- No - Don't post, just review"

5. Post Comment (if confirmed)

Use plain text format (NO markdown - Jira doesn't render it):

To CAS:

[Brief intro of the answer]

For the scenario described:
- Point 1
- Point 2
- Point 3

Confirmation:
1. First confirmation point
2. Second confirmation point
3. Third confirmation point

Summary:
[Clear summary of the answer]

Reference: [URL if applicable]

Comment Formatting Rules

IMPORTANT - Jira does NOT render markdown:
- Do NOT use markdown syntax like bold or code - Jira shows them as raw text
- Use plain text only
- Use dashes (-) for bullet points
- Use numbers (1. 2. 3.) for ordered lists
- Use CAPS for emphasis instead of bold
- Keep formatting simple and readable
- Start with "To CAS:" or "To TS:" depending on the recipient

Output Format

Ticket Summary

• Ticket: [Key]
• Customer: [Name]
• Question: [Brief summary]

Search Results

[What was found in Confluence and past tickets]

Proposed Solution

[Clear answer to the customer's question]

Ready to comment? [Ask for confirmation]