A customer reports a missing delivered file; inspect the manifest and acceptance scope, then restore the missing portion.
Trusted Records · Trust
Support, incidents and change
Track issues through remediation evidence and closure with time-limited support access.
Inputs and starting conditions
Tickets, impact/scope, project-defined severity, support SLA, incidents/RCA/changes and contact details.
Workflow and control gates
- 01Receive ticket
- 02Triage / escalate
- 03Investigate / RCA
- 04Approve change
- 05Verify and close
Trace customer updates and acknowledgements. Delegated sessions require scoped, expiring approval; retain action audit and revoke on expiry.
Exceptions and recovery
Recurring incidents or unfinished corrective actions cannot close merely because a response was sent. Data-impacting changes require approval and rollback plans.
Roles, outputs and states
| Responsibilities | Evidence and states |
|---|---|
| Support coordinates; incident owners investigate; change approvers authorize; customer owners confirm access and outcomes. | Ticket/incident/change links, RCA, updates/ACK, corrective actions and closure evidence. States: open → investigating → resolved → verified / reopened. |
Scenario and acceptance criteria
Complete only when
The ticket retains cause, correction and outcome confirmation.
Interfaces for this workflow
Integration handoff
End-to-end integration workflows
Connect technical states to business decisions instead of merely listing endpoints.
Read detailsOpenAPI and Swagger Reference
The proposed contract is rendered from one local specification; no network Try-It or real credentials.
Read detailsErrors and next actions
A consistent error envelope guides recovery without disclosing sensitive data.
Read detailsContinue the workflow
Controlled customer support
Customers track requests and authorize the scope/duration of support access.
Read detailsTwo journeys, one records lifecycle
Connect paper and born-digital records through persistent identifiers, policies and evidence.
Read detailsIntegration quickstart
Exercise ingest → job tracking → registration → verification with synthetic data.
Read detailsStart with a verifiable scope.
Agree record classes, quality criteria, permissions and evidence before scaling.
Plan assessment