Reconciliation

A submitted action can fail after some local effects have been recorded. operation receipts keeps the operation key, action, expected revision, result state and effect references. The Reconciliation Reviewer compares the receipt with the parent ticket, events, decisions, case and attachments before deciding whether a retry is safe.

Pending, failed and review-needed receipts identify different kinds of unfinished work. A completed receipt should correspond to the actual linked effects. Where an external reference exists, the reviewer needs provider confirmation before repeating the external call. The aim is to explain what happened and avoid duplicate effects, not to clear an exception merely by changing its label.

• Receipt. Start with the operation key, result state and expected source revision.
• Effects. Compare the receipt’s references with the actual ticket, event, case or decision.
• External result. Use provider confirmation when an external reference is present before another attempt.

A failed receipt may still have produced a local event. The reviewer records what can be verified and leaves uncertain work visible instead of clearing it by changing the result state.

Agree who reviews failures, how long pending operations may remain before attention, and which provider confirmations count as evidence. Define how a staff member records the result of a correction. Keep the operation key stable across equivalent retries, and reject a conflicting payload for the same key.

Create a controlled action on a sample ticket and inspect its receipt and linked effect. Simulate an uncertain external acknowledgment, then ask the reviewer to find the original provider result before a retry. Check that an unresolved exception stays visible in Operations Overview. Have the reviewer compare the receipt’s expected revision with the parent ticket before recording a conclusion.

Use the same sample to test a conflicting instruction and an authorized correction. The resulting record should tell the next handler what remains to do. Keep the earlier event or decision available when a case returns to work; otherwise the apparent current status can conceal an unresolved question. A receipt with no effect reference needs investigation before anyone calls the action complete. Keep that question assigned to the reviewer.

• Failed Operations — Find failed or review-needed actions and inspect their linked effects.
• Pending Operations — Watch actions that have not reached a verified result.

Follow complaint intake and case review to see how these records move between people. Use the data model when importing the first complaints and the roles page before granting access.