Establish what is happening
Map each channel's context
Record source, submission time, customer role, workflow, product version, and the action requested. Note what each channel can observe and what it omits. Use stable references and privacy-safe summaries rather than copying entire conversations.
Compare outcomes and conditions
Test whether the channels describe one outcome under similar conditions or separate needs with shared vocabulary. A support escalation may reveal urgency while a product message reveals frequency; preserve both without treating either as the whole problem.
Set a canonical evidence set
Link equivalent reports to one review record, retain channel counts and representative references, and document exclusions. If a channel adds a distinct constraint or customer segment, split the scope and explain the boundary.
What to carry forward
The output is a channel-aware duplicate set with one stated outcome, preserved source context, and explicit split or exclusion decisions. Stop when equivalence and boundaries are clear; if a channel cannot be compared safely, keep its report separate and name the missing evidence.
Keep the decision with the work.
Use a Work Item in Aglet to record the problem, the evidence you have, and the next decision. Add an owner and priority, then keep updates in the discussion so the next person can follow the reasoning.
Create an account See the product workflow