Verify resolution evidence under the customer policy and preserve the original ticket when a valid problem returns.
The assigned Service Agent prepares a Resolution event for the customer problem. Describe the outcome and the evidence supporting it. The organization, source identity, current revision and actor scope must be checked before applying protected changes.
Service Supervisor reviews the evidence under the agreed customer policy. An eligible decision sets the ticket to Resolved with its resolution date. Confirm that the decision concerns the same ticket revision the reviewer examined.
The configured customer policy governs progression from Resolved to Closed. Service Supervisor checks that the closure corresponds to the verified outcome. The closure rule should be agreed before the first operating cycle.
Service Agent brings a valid new customer problem back through the reopening process. Retain the same ticket identity as it becomes Reopened, keeping the earlier events available for the person continuing the work.
And how to keep it from happening.
Start free, then use Proto to change fields, steps and approvals before your team goes live.