{"id":"cx-escalation-note-android-crash","audience":"customer-support","category":"support-work","technique":"grounding","track":"support","level":"advanced","title":"Write an engineering escalation that sticks to what you reproduced","free":false,"task":"You're escalating a bug to engineering. Fill exactly these six labels in this order: Summary:, Steps:, Expected:, Actual:, Impact:, Tried:. Engineers only trust what support reproduced, so stick to your own test results, not the customers' guesses. Impact must give the number of tickets and accounts and the platforms affected. Plain text, under 190 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"ESCALATION DRAFT NOTES (support, Tues)\n\nTickets in the last 48h about \"app crashes when I attach a photo\":\n#61204 - Brightwater Dental (12 seats) - \"crashes for ALL our users, every device, total disaster\"\n#61210 - Brightwater Dental - same office, second user\n#61233 - Kessler Plumbing (4 seats) - Android, app v5.2\n#61241 - Ortega & Lane CPA (25 seats) - Android, app v5.2. \"Probably your server is down\"\n\nMy testing (Jun, support lab):\n- Pixel 7, Android 14, app v5.2: open any job > tap Add photo > pick from gallery > app closes instantly. Happens 5 of 5 times.\n- Same phone, take a NEW photo with the camera instead of the gallery: works.\n- Pixel 7, Android 14, app v5.1: gallery attach works.\n- iPhone 13, iOS 17, app v5.2: works.\n- Web app (Chrome): works.\n- Server status: all green the whole time.\n\nBrightwater follow-up call: turns out all their staff use Android phones the clinic bought last year.\n\nWorkarounds tried with customers: clearing app cache (no change), reinstalling v5.2 (no change). Taking photos with the in-app camera works for everyone so far.\n\nCustomer quote from Ortega: \"We're thinking of switching tools if this isn't fixed by Friday.\"","rules":[{"type":"plainText"},{"type":"maxWords","max":190}],"mistakes":[{"title":"Using its own sections","why":"The AI writes a bug report in its own layout, so engineers have to hunt for steps and impact.","fix":"List the labels: \"Exactly: Summary:, Steps:, Expected:, Actual:, Impact:, Tried:\"","checks":["r0"]},{"title":"Counting loosely","why":"The AI says \"multiple customers\" or counts the two Brightwater tickets as two accounts.","fix":"Ask for it: \"Impact: number of tickets, number of accounts, platforms.\"","checks":["r1"]},{"title":"Repeating customer guesses","why":"The AI passes on \"all users\" and \"server is down\" as if they were findings.","fix":"Add: \"Only what I reproduced. Ignore customer guesses.\"","checks":["r2"]},{"title":"Formatting for a doc","why":"AI bolds every label, which turns into asterisks in the bug tracker.","fix":"Say \"plain text, labels followed by a colon, no bold\".","checks":["plainText"]},{"title":"Trusting the AI to count words","why":"AI is bad at counting and usually runs long, so a vague \"keep it short\" lands well over 190 words.","fix":"Cap each part instead of the total: \"each line under 15 words\".","checks":["maxWords"]}],"promptHints":[{"label":"Lists the labels","patterns":["expected","actual","steps"]},{"label":"Asks for the impact count","patterns":["impact","how many (tickets|accounts)","number of"]},{"label":"Sticks to reproduced facts","patterns":["reproduc","my test","customer (guess|claim)","only what"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]}],"hint":"Engineers act on reproduced facts, not on how upset the customer is. Tell the AI the labels to fill and to separate your tests from customer claims.","rubricLabels":["Uses exactly the six labels Summary:, Steps:, Expected:, Actual:, Impact:, Tried: in that order, with no other sections","Impact says 4 tickets from 3 accounts, on Android app v5.2 only, with iOS, web and app v5.1 working","Does not claim all users or every device are affected and does not suggest the server is down; Steps describe attaching a photo from the gallery (not the in-app camera)"]}