The decision
Review repeated incidents as a pattern and assign a root-cause improvement separately from the immediate repair. Keep the evidence needed to distinguish similar symptoms.
Rehearse this before accepting the change
Compare three fictional tickets with similar symptoms and determine whether they share a cause or need separate investigations.
Use fictional examples and an authorised test environment. Record what happened, the evidence you inspected and any issue that still needs a responsible owner.
Choose a useful measure
Track recurrence after a corrective change rather than counting closed tickets alone.
Agree the definition and baseline with the team doing the work. Review the result over a comparable period and note other changes that could affect it.
Your planning worksheet
Use these checks to prepare a discussion with your team or supplier. Tick a check when you have recorded the decision or evidence, rather than when a feature has simply been promised.
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Further reading
These primary sources provide additional context for the project decisions above.
Related decisions
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