Identify what would satisfy each request
Synthetic ticket T-11 reports that a monthly export omits row R-8 and also asks how to change the report title. These are two requested outcomes in one conversation. The fixture closes the parent only when both outcomes have a recorded disposition. Explaining the title setting resolves the question but supplies no evidence that the missing row was restored. Keep both linked to the same customer report.
| Outcome | Evidence | Current state | Next action |
|---|---|---|---|
| O-ROW | R-8 absent in supplied export | Investigating | Compare output with agreed row set |
| O-TITLE | Customer confirms title instructions work | Answered | Retain confirmation |
| T-11 parent | One outcome still open | Open | Continue missing-row task |
Close outcomes before the parent
- List requested outcomes
- Create linked outcome records
- Record each answer or repair
- Close parent after every disposition
A new question in a later reply is recorded explicitly; do not overwrite the original failure to make the ticket look resolved.
How many outcomes remain open after the title answer?
Show the worked answer
One, O-ROW. O-TITLE is answered; the parent stays open until the missing-row outcome is resolved or otherwise explicitly disposed.
Agree the disposition for every requested outcome. New questions can join the conversation without erasing the original unresolved work.