Field note

Resolved Is Not Repaired

A closed support ticket is a workflow state. Resolution is a promise state.

By Find the Praxis

A support ticket can close while the customer's problem remains.

Inside the workflow, the case may be finished. For the relying person, the promise is still broken.

A closed ticket is a workflow state. Resolution is a promise state.

The Praxis question

What evidence shows that the customer's real-world problem was repaired, validly refused, escalated with ownership, or honestly left unresolved?

• Read the teardown
• Run this review
• Use with a team