Support Triage

Support Triage

Shell examples run from the target project root. For scripts/forgeflow/ commands, use the helper path from your ForgeFlow checkout, or replace that prefix with "${CODEX_HOME:-$HOME/.codex}/forgeflow/scripts/forgeflow/" for Codex and "$HOME/.claude/forgeflow/scripts/forgeflow/" for Claude Code. Run JavaScript helpers with node and shell helpers with bash. Replace <project> with the actual project folder name before running a placeholder example.

Use this during team trials when a maintainer reports an install, health, routing, context, or review-quality issue. The goal is to classify the issue quickly, collect only safe evidence, and choose the smallest fix layer.

First Response

Ask for the minimum useful evidence:

runtime: claude-code | codex
install_path: update-forgeflow | template-installer | existing-install
command_that_failed:
expected_result:
actual_result:
health_status: pass | warn | fail | not-run
restart_after_install: yes | no | unknown
support_bundle_redaction_preview: clear | review-needed | not-run
private_data_removed: yes | no

Do not ask for raw .forgeflow/ state, full settings.json, secrets, private URLs, customer names, or source snippets unless the project explicitly approves sharing them.

Triage Matrix

Symptom	First Check	Likely Fix Layer
command missing in Claude Code	restart Claude Code, then run /forgeflow-health	settings, install, docs
hook or statusline not running	/forgeflow-health settings output	settings, health
Codex skill missing	restart Codex, then check $CODEX_HOME/skills/	codex-discovery, template-installer
managed file missing	Claude: /update-forgeflow --repair; Codex: rerun the template installer for the same home	install, repair
review mode obviously wrong	capture route explanation and changed-file shape	agent-routing
findings lack file evidence	capture sanitized finding class and reviewer	review-quality
context packet too large	run context budget and advisor helpers	context-budget
public summary looks too specific	review sharing level and redact	privacy, docs

Install And Health

Claude Code:

/forgeflow-version
/forgeflow-health

Recovery path:

/update-forgeflow --repair

If the last update caused the issue:

/update-forgeflow --rollback

Use Settings And Recovery when the failure involves settings.json, restart requirements, repair, or rollback.

Codex Discovery

From a checkout:

node scripts/forgeflow/install-template.js --target codex --dry-run --json
node scripts/forgeflow/install-template.js --target codex

Then restart Codex and check:

$consult
$implement
$forge-review
$ship

If discovery still fails, capture the install path, $CODEX_HOME, and whether files exist under agents and skills. Do not share unrelated Codex config.

Dashboard And Activity

Use Dashboard when the workshop does not open or its panels look empty. Check runtime dependencies, the current project, service reachability, browser opt-out/headless settings, and whether real review evidence exists. Optional evidence marked informational is not an install failure. Ember reflects reported activity; a preview pose does not prove agents are running. Capture only sanitized status and error text.

Routing And Review Quality

For routing issues, capture:

• review mode selected
• sanitized changed-file categories, such as docs, tests, API, auth, migrations, UI
• which specialist was missing or unnecessary
• whether Verifier should have been used for a high-risk finding

For review-quality issues, capture:

• finding class
• whether the finding had a file reference
• whether the maintainer confirmed, rejected, or deferred it
• whether the issue repeats across more than one branch

Repeated routing or review-quality issues should go through Friction To Fix.

Context Issues

Run:

scripts/forgeflow/check-context-budget.js --root .forgeflow --warn-only --json
scripts/forgeflow/advise-context.js --root .forgeflow --record --json

Use Context Budget Examples when packets are over budget or savings are low. Share aggregate context totals, not raw context packets.

Support Bundle Privacy

/forgeflow-support includes a snippet-free redaction preview. The preview reports sensitive categories and counts, such as local paths or private URLs, without printing the matched values. Treat review-needed as a reminder to create a public-safe summary before sharing the bundle outside the trusted project/team context.

Closeout

Classify the support case:

category: install | health | settings | template-installer | codex-discovery | agent-routing | context-budget | review-quality | privacy | docs
blocked_first_review: yes | no
fix_layer:
validation_run:
repeat_issue: yes | no
follow_up:

Create a fix when the same category repeats across two trials or one issue blocks first review entirely. Use Pilot Support Rollup to compare categories across pilots.