What it is
A modal on any resolved ticket showing the resolution summary, the rationale, the test steps and the verbatim message sent to the reporter, each editable after the fact. A feedback field records the owner's disagreement with how it was resolved.
Also called: that's not fixed · reopen · owner feedback · fix review · reporter message
See it
How it works
- 1Open a resolved ticket to see exactly what was claimed and what the reporter was told.
- 2Edit any of it; the edit is stamped.
- 3Write feedback when the fix was wrong.
- 4That feedback is carried into the exported ticket under an explicit owner-feedback marker so the next attempt has to follow it.
- 5Whether the reporter was actually notified — or why the notification was skipped — is shown on the ticket.
Why we built it
The export code calls this field out as the most valuable line in the whole document: 'The owner's correction on a PREVIOUS resolution. Highest-signal line in the whole export: it is the one place a human said the last fix was wrong.'
The problem
- A wrong fix had no channel except filing the bug again.
- The record of what was told to a customer was not kept.
- Corrections did not reach whoever attempted the fix next.
Sound familiar?
What you get
A wrong fix is corrected as a correction, not as a duplicate ticket.
What the customer was told is on record verbatim.
The next attempt starts from the objection.
See it on your own jobs
Twenty minutes, your numbers, no slide deck. We’ll build one of your real buildings in front of you and send you the estimate link at the end — yours to keep either way.
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