Record sent advice and actual customer action
Synthetic ticket T-291 has an accepted report title “October data”. Reply A incorrectly instructs “Monthly data”; reply B instructs “October data”. Both were sent. The customer says they followed A. The fixture requires acknowledging the inconsistency, checking the current title and issuing one corrected instruction based on the accepted reference. Do not assume B was performed simply because it was the later message.
| Record | Instruction / evidence | State | Required follow-up |
|---|---|---|---|
| Reply A | Use Monthly data | Sent; incorrect | Explicitly retire advice |
| Reply B | Use October data | Sent; reference matches | Check actual application |
| Customer action | Followed A | Current title needs correction | Send one consistent corrective instruction |
Correct the guidance and verify the resulting state
- List contradictory sent instructions
- Read accepted reference
- Check which action the customer performed
- Issue one correction and confirm result
If the customer performed neither instruction, preserve that fact; do not create a remedy for an assumed changed value.
Does B’s later send prove the title is already October data?
Show the worked answer
No. The customer followed A. Inspect the current title and use the accepted October data reference for the correction.
Keep both sent replies and the corrected instruction in the history. Check the customer's actual resulting value before declaring the guidance corrected.