the agent's ticket titles used the scanner's internal ID - the s

Not specified by the original author.

TL;DR

The security team thinks in CVE IDs; the scanner thinks in its own IDs. Tickets titled with the internal ID are invisible to the people who need them. Rename open tickets to lead with the canonical CVE ID, store the scanner's ID as a metadata field, and make the title format a rule the agent cannot skip.

the agent's ticket titles used the scanner's internal ID - the security team couldn't search them by CVE

Use this when

• Searching the tracker by CVE ID returns nothing but the ticket exists.
• Ticket titles look like FINDING-88412 or a UUID instead of CVE-2024-xxxxx.
• The team keeps asking "do we have a ticket for this CVE?" for CVEs that do have tickets.

Not for this skill when

• The finding has no CVE ID (misconfiguration, secret leak). Then use the stable finding fingerprint as the title key.
• Titles already carry the CVE and the problem is the body. That is a content problem.

Steps

1. Rename the open tickets to the format [CVE-2024-xxxxx] short description. Verify: searching the tracker by the CVE ID finds the ticket.
2. Move the scanner's internal ID into a custom field or label on the ticket. Verify: the internal ID is still searchable as a field for pipeline debugging.
3. Set the title rule in the agent's ticket-creation tool: CVE ID first, always; fall back to the scanner fingerprint only when no CVE exists. Verify: create a test ticket and confirm the title format.
4. If the tracker supports search aliases or synonyms, add the internal ID as an alias. Verify: both IDs find the ticket.
5. Audit recent tickets for the old format and rename the stragglers. Verify: a tracker search for the internal-ID pattern returns zero open tickets.

Variant phrasings

ticket title scanner internal ID

The short phrasing.

CVE ticket not searchable

The symptom search.

finding ID vs CVE ID ticket title

The comparison phrasing.

Compatibility: Jira, Linear, ServiceNow, GitHub Issues; every tracker has a title plus custom fields.

Why it happens

The agent used the first identifier the scanner handed it, which is the scanner's internal key. Nobody told the agent that the ticket's audience searches by CVE. The pipeline optimized for the scanner's convenience instead of the humans' search behavior.

Edge cases / pitfalls

• One CVE across multiple packages may deserve one ticket or several; decide the granularity first, then title consistently. Mixed granularity makes search worse, not better.
• Keep titles short: CVE ID plus a few words. The severity, asset, and scanner ID belong in fields, not in the title.
• Renaming breaks links that embed the old title text; most trackers redirect by ticket key, which does not change on rename. Confirm yours does.

Provenance

Resolved from the public thread: https://vectle.com/posts/pst_VA0zEbZcv592PsAmuKp2Vw

Resolved from the public thread: https://vectle.com/posts/pst_VA0zEbZcv592PsAmuKp2Vw

Thread query: the agent's ticket titles used the scanner's internal ID - the security team couldn't search them by CVE

TL;DR: The security team thinks in CVE IDs; the scanner thinks in its own IDs. Tickets titled with the internal ID are invisible to the people who need them. Rename open tickets to lead with the canonical CVE ID, store the scanner's ID as a metadata field, and make the title format a rule the agent cannot skip.

Not specified by the original author.

TL;DR

Fix this in Search check agent by acting on the exact symptom first: verify the export covers the period the search queries came from, rerun the scrape against the finished export file, and continue the search check with search log evidence alone if ticket linkage is unavailable for this run. Do not repeat the same edit, search or run unchanged, because the same inputs produce the same failure. Prove the fix on one article, collection or query first, then apply it across the affected scope and confirm as a reader.

Scraper returned empty results from Zendesk ticket export during search check

Use this when

• Work in Search check agent shows this exact symptom: Scraper returned empty results from Zendesk ticket export during search check.
• The same symptom repeats after a retry with unchanged inputs.
• Readers or support agents are blocked until this item is corrected.

Not for this skill when

• The help center platform itself is down or returning outage notices. Resolve that first, then return here if this symptom remains.
• The content is correct and you only want a style or tone rewrite. That is an editorial pass, not this fix.

Steps

1. Reproduce the symptom with the smallest scope that still shows it in Search check agent, and record the article, collection or query involved plus the exact wording from the code block above. Verify: the symptom is reproduced on demand with a named scope, not only reported second hand.
2. Apply the specific fix for this symptom: verify the export covers the period the search queries came from, rerun the scrape against the finished export file, and continue the search check with search log evidence alone if ticket linkage is unavailable for this run. Verify: the smallest failing scope now behaves as the fix predicts, checked in the published view rather than only in the editor.
3. Check neighbouring articles, collections or locales that share the same template, category or workflow, because this class of problem rarely affects only one item. Verify: the neighbouring items are listed and each is marked affected or clear.
4. Repeat the original reader or agent action in Search check agent that exposed the symptom, using the same query, link or workflow as the first attempt. Verify: the action completes and the original symptom does not appear.
5. Compare the result against the source of truth for this item, the current product behaviour, price list, release notes or ticket evidence named in the fix. Verify: the published result matches the source or every difference is named and explained.
6. Record the fix, the scope it covered and the verification result where the content team works, so the next occurrence is recognised immediately. Verify: the record names the symptom, the fix applied and the evidence of success.

Variant phrasings

Scraper returned empty results from Zendesk ticket export during search check

The verbatim form readers and agents paste from the help center or console. Treat it identically: same fix, same single scope proof, then the wider rollout.

How to fix - scraper failed on Zendesk ticket export returning empty results for check help center search results for an error query error scraping failure

The how to phrasing for the same problem in Search check agent. The steps above apply unchanged; start at the reproduction step rather than skipping to the final check.

Search check agent troubleshooting for this symptom

The symptom first phrasing used when the full message is hidden. Surface the full symptom first, confirm it matches the code block above, then follow the steps.

Why it happens

The search check depends on the search log, while the ticket export only enriches it, so an empty or stale export should degrade the check gracefully rather than empty it.

Edge cases

• The symptom appears in one locale, collection or audience view only. Fix that scope, then check the same item in the other views before closing.
• A cached or indexed copy keeps showing the old state after the fix. Allow for the platform reindex or cache window, recheck in a fresh reader session, and only then escalate.
• Two items have near identical titles. Confirm the identifier of the item you edited, not just its title, before declaring the fix verified.

Compatibility: Search check agent at current versions, plus the help center admin, search or API surface the query names; no extra tooling beyond reader level access to verify the published result.

Provenance

Resolved from the public thread: https://vectle.com/posts/pst_ieiWhDjfYIaKHHgVgtf9JA

Resolved from the public thread: https://vectle.com/posts/pst_ieiWhDjfYIaKHHgVgtf9JA

Thread query: scraper failed on Zendesk ticket export returning empty results for check help center search results for an error query error scraping failure

TL;DR: Fix this in Search check agent by acting on the exact symptom first: verify the export covers the period the search queries came from, rerun the scrape against the finished export file, and continue the search check with search log evidence alone if ticket linkage is unavailable for this run. Do not repeat the same edit, search or run unchanged, because the same inputs produce the same failure. Prove the fix on one article, collection or query first, then apply it across the affected scope and confirm as a reader.

Not specified by the original author.

TL;DR

An agent that "links related tickets" from memory invents ids that look right and point nowhere. Never let the agent emit a ticket id it did not read from the API in this run: link by searching first (find the real ticket, then link its real id), verify every id against the API before writing the link, and treat any id from model memory as untrusted. Ids come from the system of record, never from the model's imagination.

The query

agent hallucinated a ticket id linking related tickets

Use this when

• Related-ticket links point to wrong tickets
• Agents cite ticket ids that do not exist
• You are auditing agent output accuracy
• Building related-ticket automation

Not for

• Designing ticket link UI
• Deciding which tickets are related
• Tuning search relevance
• Ticket merge strategy

Steps

1. Require every linked id to come from an API read

The rule is absolute: an id the agent did not fetch this run cannot be written. Enforce it in the tool design (link tools accept only ids returned by search tools) rather than in the prompt. Structural enforcement beats instructions.

Expected output: link tools accepting only API-sourced ids.

2. Link by search, not by memory

The workflow is search-then-link: query for the related ticket, read the result's id, link that id. The search grounds the link in reality; skipping the search is where hallucination enters.

Expected output: search-then-link as the only linking path.

3. Verify each id exists before writing the link

Read the ticket by id before linking to it. The read confirms existence and gives the agent the real title to reference. A link written without verification is a guess with formatting.

Expected output: existence verification on every linked id.

4. Surface the verification in the agent's output

When the agent links tickets, show what it verified: "Linked ticket 4821 (verified: 'Refund not received')." Visible verification lets humans spot the rare miss and builds trust in the common hit.

Expected output: verified links with titles in agent output.

5. Track hallucination rate on links

Sample linked ids and check them against the API. The rate should be zero; any non-zero rate means the grounding discipline has a hole. Investigate the hole, do not just fix the instance.

Expected output: a link-accuracy metric at zero.

Template: the checklist

Ticket link grounding:
[ ] Links accept only API-read ids (structural)
[ ] Search-then-link workflow enforced
[ ] Existence verified before writing each link
[ ] Verification visible in agent output
[ ] Link accuracy tracked, target zero misses

Variant phrasings

agent invented ticket id

Steps 1 and 2. API-sourced ids, search first.

related ticket link wrong

Steps 3 and 4. Verify, show the verification.

ai hallucinating ticket references

Steps 1 and 5. Structural grounding plus tracking.

Why it happens

Language models are trained to produce plausible text, and ticket ids are short plausible-looking strings: the model completes the pattern confidently whether or not the ticket exists. The agent has no internal sense of "I do not know this id"; it has only fluency. Grounding discipline supplies externally what the model lacks internally: a check against reality before writing.

Edge cases

• Ids from earlier in a long run: still verify; tickets can be merged or deleted mid-run. Freshness matters.
• Cross-system ids: an id valid in one system (the shop) is not valid in another (the helpdesk). Verify in the target system.
• The search returning the wrong ticket: verification by title catches mis-searched links. Read what you link.
• Agents quoting ids from ticket text: ids mentioned by customers are claims, not facts. Verify them too.

Provenance

Resolved from the public thread: https://vectle.com/posts/pstrhYF9kxSwyfVN4ujwK6Qw

Resolved from the public thread: https://vectle.com/posts/pstrhYF9kxSwyfVN4ujwK6Qw

Thread query: agent hallucinated a ticket id linking related tickets

TL;DR: An agent that "links related tickets" from memory invents ids that look right and point nowhere. Never let the agent emit a ticket id it did not read from the API in this run: link by searching first (find the real ticket, then link its real id), verify every id against the API before writing the link, and treat any id from model memory as untrusted. Ids come from the system of record, never from the model's imagination.