Decide where the work belongs
Set the closure confidence
List what was verified, what was inferred from a shipped change, and what remains unknown. Check whether affected contexts match the tested context. Keep reporter silence and workaround adoption as limited evidence.
Compare remaining cost
Assess current recurrence, affected accounts, consequence, workaround burden, and reversibility using available signals. Consider whether a reopened investigation can prevent compounding harm before a complete fix is ready. Compare the unresolved customer consequence with the confidence earned by the prior closure check.
Choose reopen or monitor
Rank the item for immediate reproduction, containment, scheduled follow-up, or monitored closure. Name an owner and trigger such as a failed workflow check, new report, or date-based review. Give reopened investigation a clear evidence goal instead of repeating the previous closure path.
What to carry forward
The output is a queue position based on remaining customer cost and closure confidence, not the prior status. Stop when the team has a clear reopen or monitor action and trigger; preserve uncertainty when evidence cannot establish whether the outcome returned.
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