Submit the account and entitlement evidence for independent review, then confirm the accepted effect before completion.
Service Agent records the account reference, linked date, open-ticket value and entitlement for the selected ticket and organization. Confirm the source evidence before presenting the proposed link to the reviewer.
Service Agent submits the Draft support link through the guarded action. Validation checks the actual evidence and the Submitted revision is fixed for review. The reviewer must know exactly which source content the request concerns.
Service Supervisor independently approves, rejects or returns the same submitted revision with a reason. A changed source needs the appropriate new review. A return decision follows the agreed correction and resubmission path.
The guarded action executes the approved link and records Completed only after its effects persist. Service Supervisor checks the receipt and related evidence. An approval or an attempted execution alone does not establish a completed customer action.
And how to keep it from happening.
Start free, then use Proto to change fields, steps and approvals before your team goes live.