Support ticket tagging taxonomy：最初の25 label

NEED

meaning

supported taskの手順を求め、expected behavior failureは未提示。

include / exclude

procedure学習が目的ならinclude。reproducible failure、missing entitlement、access denial、feature gap、complaintはexcludeし別label。

evidence / route

task、product/version、attempted step、docs、desired outcome、channelを保持。knowledge/frontlineへrouteしdefect evidenceならreclassify。

NEED

meaning

sign-in、verify、recover、join、expected role/permission取得ができない。

include / exclude

authentication、invitation、recovery、role、permission、lockout、session accessをinclude。service-wide incident/account takeover疑いはimpact/security label追加。

evidence / route

safe account ID、identity state、affected role、exact error、time、permitted device/session context、recovery attemptを保持しidentity/access ownerへ。secretを要求しない。

NEED

meaning

supported product、workspace、policy、workflow、integration setting、deployment optionのconfigurationが必要。

include / exclude

known capabilityのunresolved configurationをinclude。pure how-to、unsupported feature、integration failure、defectはexclude。

evidence / route

target state、current config/version、environment、dependency、change history、validation、rollback needを保持しimplementation/product specialistへ。

NEED

meaning

未確認のcapability、behavior、control、channel、format、integrationを求める。

include / exclude

future capability/confirmed gapをinclude。existing feature誤解、configuration、access、defect、未確認contract commitmentはexclude。

evidence / route

job-to-be-done、workaround、affected users、frequency、need evidence、constraint、outcomeを保持。delivery dateを作らずproduct discoveryへ。

NEED

meaning

reproducible conditionでobserved behaviorがdocumented/configured/previously verified expectationと異なる。

include / exclude

evidence付きreproducible mismatchをinclude。preference、feature request、config error、data-source error、misunderstandingはexclude。不確かならco-label。

evidence / route

expected/observed、steps、timestamp、version、environment、provenance付きlog/screenshot、frequency、workaround、regression pointを保持。

NEED

meaning

latency、timeout、throughput、resource、responsivenessがevidenceあるexpectation外。

include / exclude

measured/repeatable slownessをinclude。complete outage、未検証local-device原因、evidenceなしslow、billing complaintはexclude。

evidence / route

operation、timestamp/timezone、region、tenant、volume、percentile/sample、baseline、trace/request ID、network context、workaroundを保持。

NEED

meaning

OpenMaxとAPI、connector、webhook、identity provider、business systemのboundaryでdata/action failure。

include / exclude

authentication、schema、mapping、rate、delivery、state-sync failureをinclude。boundaryなしnative defect、unsupported connector requestはexclude。

evidence / route

system/version、direction、endpoint、safe request/response ID、status/error、timestamp、retry/webhook、mapping、change、ownership boundaryを保持。

NEED

meaning

missing、delayed、duplicated、inconsistent、transformed、exported、calculated dataへの疑義。

include / exclude

lineage、sync、aggregation、dashboard、export、metric disputeをinclude。access-only、data無関係UI defect、new analytics requestはexclude。

evidence / route

source/destination、record/metric definition、query/filter、time range/zone、expected/observed、freshness、sample ID、lineage、transformation version、reconciliationを保持。

NEED

meaning

invoice、price、plan charge、tax、payment status、credit、payment method、account balanceへの質問。

include / exclude

refund/cancellation決定前のexplanation/reconciliationをinclude。formal refund/cancel、fraud疑い、usage defectはexclude/co-label。

evidence / route

merchant entity、invoice/payment ID、amount/currency、line item、tax/discount、payment state、plan/version、prior credit、question、finance ownerを保持。

NEED

meaning

money back、credit、reversal、subscription cancellation、renewal stop等commercial remedyを明示要求。

include / exclude

eligibility不明でもrequested outcomeとしてinclude。approval、legal entitlement、fraud evidence、completed refundとはしない。

evidence / route

exact request、transaction/contract、effective date、customer words、fulfillment/usage、prior recovery、dispute、policy candidate、authority、decision stateを保持。

RISK

meaning

reasonable workaroundがなくtime-relevant core taskを完了できない。

include / exclude

frustrationだけでなくblocked outcome evidenceをinclude。effective workaroundまたはbroader incidentならexclude。priorityは別計算。

evidence / route

blocked task、identity/role、deadline/source、workaround、dependency、start time、impact owner、reassessmentを保持。

RISK

meaning

same issueが複数distinct user/account/tenant/region/workflowへ影響するverified evidence。

include / exclude

shared pattern evidenceをinclude。one loud report、duplicate message、見かけの相関からscope推定しない。

evidence / route

affected unit、denominator、first/last observed、signature、correlation method、sample ID、confidence、incident linkを保持。

RISK

meaning

monitoring/corroborated reportでshared serviceのavailability、correctness、capacity、performance低下。

include / exclude

validated shared-service condition/incident linkをinclude。isolated ticket、local config、communicated maintenance、past recovered incidentはexclude。

evidence / route

service/component、telemetry、baseline、region、scope、start/recovery、incident ID/status、workaround、owner、updateを保持。

RISK

meaning

unauthorized access、credential compromise、malicious activity、vulnerable behavior、CIA risk indicator。

include / exclude

security review必要signalをinclude。breach/attacker/customer faultの証明にしない。ordinary accessはexclude。

evidence / route

minimal indicator、source/time、asset/account、safe artifact location、exposure window、containment、security owner、disclosure restriction、incident linkを保持。

RISK

meaning

personal data collection、access、disclosure、correction、deletion、consent、retention、identity right、unintended exposureの可能性。

include / exclude

specialist triage用potential privacy issue。incomplete textからviolation/identityを断定しない。

evidence / route

minimum data category/subject relationship、system、event time、request authority、exposure hypothesis、restriction、privacy owner、deadline source、correction trailを保持。

RISK

meaning

accessibility barrier/incompatible accommodationでperceive、understand、navigate、operate、communicate、task complete不可。

include / exclude

reported/observed barrierをinclude。disability assumptionでcapability推定せずrequested format/accommodationを保持。

evidence / route

affected task/content/control、任意のassistive technology、environment、expected/observed、accommodation、alternative quality、deadline、owner、reviewを保持。

RISK

meaning

response必要なdissatisfaction、handling/finding dispute、review request、unfair treatment allegation、external complaint route。

include / exclude

expression/review requestをincludeするがtoneだけでmisconduct/high priorityにしない。local definitionに従う。

evidence / route

customer words、issue、outcome、prior case/decision、review right/deadline、conflict check、accessibility/representative need、independent owner、update、non-retaliationを保持。

EVIDENCE

meaning

requester identity、account relationship、representative authority、action authorizationを信頼するpermitted evidence不足。

include / exclude

temporary evidence stateでhonesty判断ではない。verification成功またはsafe no-identity pathならremove。

evidence / route

requirement、permitted method、attempt、result、confidence、document location、restriction、expiry、owner、next stepを保持。credential禁止。

EVIDENCE

meaning

required record、observation、permission、version、confirmation不足でdefined decision不可。

include / exclude

missing itemとdecision dependencyがnamedならinclude。vague need more info、既存fact、excessive collectionはexclude。

evidence / route

missing field/artifact、必要性、lawful source、request owner、dependency、due、alternative evidence、status、expiryを保持。

EVIDENCE

meaning

複数ticketがsame issue/event/transaction/root causeの可能性だがequivalence未検証。

include / exclude

candidate linkとしてinclude。wording、email、timing、model similarityだけでmergeしない。distinct person/transaction/remedy/privacy boundaryはexclude。

evidence / route

candidate ID、match signal、difference、boundary、primary proposal、history plan、human decision、linkage、undo pathを保持。

WORKFLOW

meaning

組織が代行できないspecific/reasonable/accessible customer actionにprogress依存。

include / exclude

named action、reason、safe methodがある時include。internal work、既存情報、unreasonable burden、inaccessible step、secret request、silent SLA pauseはexclude。

evidence / route

action、reason、minimum input、secure/accessible method、instruction、due/expiry、delivery、alternative、reminder、owner、continuing internal workを保持。

WORKFLOW

meaning

named internal teamのinvestigation、configuration、correction、approval、deployment、reconciliation、communicationにprogress依存。

include / exclude

concrete owned actionをinclude。unowned engineering queue、customer updateからdependency隠蔽はexclude。

evidence / route

action、owner/backup、acceptance evidence、dependency、priority、time、status、blocker、update owner、completion proof、recoveryを保持。

WORKFLOW

meaning

security、privacy、safety、accessibility、legal、fraud、finance、tax、compliance、incident等qualified authorityが必要。

include / exclude

required specialty/decisionをinclude。violation、breach、fraud、liability、entitlementの証明ではない。

evidence / route

trigger、specialty、question、bounded evidence、access、reviewer/backup、deadline、authority、outcome、rationale、restriction、reassessmentを保持。

WORKFLOW

meaning

immediate action/containment後もresult、recurrence、recovery、delivery、sync、stabilityをobserve必要。

include / exclude

measurable observation planをinclude。signal/owner/threshold/end conditionなしpassive waiting、silence=recoveryはexclude。

evidence / route

signal/query、baseline、expected result、scope、cadence、threshold、start/end、owner、alert route、update、decision、snapshotを保持。

WORKFLOW

meaning

previously resolved/closed ticketがrecurrence、remedy failure、material evidence change、outcome dispute、incomplete dependencyで再active。

include / exclude

prior closureへlinked activation eventをinclude。unrelated new issue/routine questionは別ticket。

evidence / route

prior closure evidence、reopen trigger/time、changed fact、recurrence signature、failed remedy/dependency、customer words、new owner/priority、correction、reviewを保持。