Correction and reopening

Preserve earlier work when a complaint changes.

Step by step

Inspect prior work Service Agent

Service Agent acts on tickets, ticket events, review decisions, operation receipts to read accepted effects before a correction.
- Read accepted effects before a correction
- Updates Tickets, Ticket events, Review decisions, Operation receipts
Review compensation Service Supervisor

Service Supervisor examines tickets, operation receipts and the original effects before approving compensation for executed scope.
- Approve compensation after inspecting the original effects
- Updates Tickets, Operation receipts
ApprovalA person approves before the work moves on.
Reopen ticket Service Agent

Service Agent acts on tickets, ticket events to record the new problem on the same ticket.
- Record the new problem on the same ticket
- Updates Tickets, Ticket events

And how to keep it from happening.

Check the source. Confirm the parent ticket and organization before moving the work.
Keep history. Retain prior events and decisions when a record changes.
Confirm the effect. A status alone cannot establish that the intended person saw the outcome.

Start free, then use Proto to change fields, steps and approvals before your team goes live.