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no-mistakes(document): Docs synced for Cancelled status; lint cleaned

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2026-08-02 14:37:37 +00:00
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@@ -120,7 +120,7 @@ Close Ticket
Archive → Executive Reporting
```
### Detailed Ticket Lifecycle (15 Statuses)
### Detailed Ticket Lifecycle (16 Statuses)
| # | Status | Description | Who Sets |
|---|--------|-------------|----------|
@@ -139,6 +139,7 @@ Archive → Executive Reporting
| 13 | **Wahab Review** | Final QA oversight and closure approval | Wahab |
| 14 | **Closed** | Ticket officially closed | Wahab / Nicholas |
| 15 | **Reopened** | Issue resurfaces within 7 days | Agent / System |
| 16 | **Cancelled** | Ticket withdrawn (test/scratch cleanup, guest no-show); terminal — reachable from any active state, excluded from SLA breach reporting and dashboard active counts | Any staff (via dashboard) |
### Step-by-Step Detail
@@ -154,9 +155,10 @@ Archive → Executive Reporting
9. **Wahab Review** — Wahab does final QA oversight in dashboard → status → Wahab Review → approves or sends back
10. **Auto Follow-up** (48 hours later — internal only) — System flags ticket for Wahab/Nicholas: `Issue PAV-001 (505E WC) — resolved 48h ago. Any follow-up needed?` → If issue resurfaces → auto-reopens, escalates to Ama
### Reopening & Reassignment
### Reopening, Reassignment & Cancellation
- **Reopening:** If a verified-closed issue resurfaces within 7 days, the gatekeeper can Reopen it. A reopened issue auto-escalates to Ama.
- **Cancellation:** Any ticket can be cancelled from an active state (terminal; cannot resume work). Cancelled tickets are excluded from SLA breach reporting and dashboard active counts.
- **Reassignment:** A technician who cannot complete a job can request: `#reassign PAV-001 [technician name]` → Nicholas receives notification and approves/reassigns in dashboard.
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