Store Evidence

A checkout failure has a different operational impact during opening hours than after the store closes. The service desk can keep that context with the incident through a register outage record and a store trading window record. The outage identifies a store and register, the start of the interruption, the restoration time and an estimated number of lost transactions. The trading window identifies the store’s opening and closing times and timezone.

Each capture belongs to a selected incident. The coordinator checks that the incident is the correct one before saving. This matters when several registers fail at the same location or a store reports separate issues in one day. A shared store code alone is not enough to establish which case a timing record describes.

• Incident link. Select the actual incident first and confirm its store issue before entering operational details.
• Outage interval. Enter the store code, register number and start time; fill the restoration time after service returns.
• Trading context. Record the store code, opening and closing times and timezone against the same incident.

Agree one format for store codes and register numbers. The team needs a rule for estimating lost transactions so the number is comparable across stores and does not look like an actual sales ledger. Decide who supplies local opening hours, especially when holiday schedules or special events change the usual window. The timezone must match the store’s operating location.

The capture workflow validates the selected incident and the interval details before saving register evidence. For trading windows, it validates the selected incident, open and close times and timezone. The coordinator should know when to correct a mistaken capture and whom to ask if the incident reference is uncertain. Keep those decisions with the people who know the store and the service response.

Suppose a store reports register R-03 offline before its opening time. First locate the incident for that register. Add an outage with its start time, leaving restoration for the technician’s later update. Add the trading window with the store’s open and close times and timezone. When service returns, enter the restoration time and any supported lost transaction estimate.

Review both records from the incident. The store code and interval should agree with the technician’s account. If the outage was attached to a different incident, fix that attribution before using the numbers in a downtime discussion. A restored register does not by itself prove that every checkout issue at the store has been resolved; the incident’s state is a separate decision.

• Register Outage Evidence — Captures by store, register and recorded downtime interval.
• Trading Window Evidence — Store opening and closing times linked to an operational incident.
• Open Store Incidents — The related service case for checking the attribution.

Use the store evidence process after incident response establishes the case.