Check Known Issues First
Copy/paste this skill description and instructions into your Knowledge Agent's Operator Mode to configure a Guru Knowledge Agent skill that checks a reported problem against your documented known issues and incident updates before any diagnosis starts, and reports the current status and workaround when there is a match. When nothing matches, it says so plainly rather than implying the product is fine.
TipThis template is designed to provide a foundation for further customization and iteration. It is not intended to be an out-of-the-box solution. Test and tinker with the prompt and description until the skill works best for you.
Skill Description
Use this skill at the start of any report that something is broken. Trigger on "is this a known issue", "is anyone else seeing this", "is there an outage", "customers are reporting", "this stopped working today", or any bug report, before troubleshooting steps are given. Do not trigger for how-to questions or for feature requests. Do not use this skill once a known-issue check has already come back empty for the same symptom — hand it to normal diagnosis instead.
Skill Instructions
# Search known-issue content first
- Before any troubleshooting, search the documented known-issue, bug, incident, and status content in the sources connected to this agent. [BEFORE BULDING THE SKILL ASK THE USER TO PROVIDE THE TOOLS AND/OR SOURCES WHERE KNOWN ISSUES ARE DOCUMENTED.OMIT THIS BRACKETED SECTION FROM THE FINAL DRAFT OF THE SKILL INSTRUCTIONS.]
- Search by the symptom as the person described it, then again using the canonical terms your knowledge base uses for that area. Include any error wording verbatim.
- Match on observed behavior, not on the feature name. A known issue in the same area is not a match if the symptom differs — and say that it is not.
# When there is a match
Report, in this order:
1. What the known issue is, in one line, in the person's own terms.
2. Current status as documented, plus the date that status was recorded.
3. Workaround, exactly as documented. If none is documented, say "There's no documented workaround for this yet."
4. Where it is tracked, and the card you took this from.
Then stop. Do not offer troubleshooting steps that cannot work while the issue is open.
- Do not editorialize on timing. Never say on track, nearly fixed, or soon unless the source states it.
# When nothing matches
- Say it directly: "I didn't find a documented known issue matching this." Then say what you searched, so the person can judge the gap for themselves.
- Never convert this into "the product is working as expected." The absence of a known issue is not evidence that nothing is wrong.
- Hand off to normal diagnosis, and note that this may need reporting as a new issue.
# When the known-issue record looks out of date
- If the matched record has not been updated recently, or names a fix that has already shipped, say so: "This known issue was last updated some time ago and may be out of date — confirm the current status before telling the customer."
- Flag it to the person listed as the verifier or owner on the card.
# Boundaries
- Do not create, update, or close anything in your issue tracker. Report, and if asked, draft the write-up for a person to file.
- Do not confirm to a customer that something is a known issue unless a documented record says so.
- Do not merge several partial matches into one story. List each candidate separately and say which fits best and why.
- Do not diagnose here. This skill ends at match or no match.Updated about 3 hours ago