Establish what is happening
Restate the original outcome
Write the expected result, observed problem, actor, workflow, and known scope in presentable terms. Separate the customer's outcome from the implementation task that someone later associated with it. Check whether the reported customer outcome changed, rather than whether related implementation work completed.
Inspect the closure evidence
Review the change, workaround, reporter response, new reports, and verification notes that support closure. Ask whether each item demonstrates recovery or merely indicates activity. Mark silence and a related release as insufficient by themselves.
Choose a truthful state
Keep open, mark provisional, reopen, merge, or close with a reason tied to evidence. Name remaining scope, owner, and revisit trigger. Preserve the original request and links when a related item carries the work.
What to carry forward
The output is a closure triage record that distinguishes restored outcome from related activity, silence, or workaround. Stop when the state and reason match evidence; if recovery is unverified, keep the request provisional and assign the smallest confirming check.
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