Editorial draft available to read. Factual and language review is pending. Examples are illustrative.
Decision and method
Record the question, answer, authorized context, retrieved sources and configuration version while avoiding unnecessary data. Classify the defect: incorrect information, inadequate retrieval, interpretation, permissions or action. Distinguish potential impact from confirmed effect. A plausible explanation of the cause still requires evidence before it becomes a conclusion in the incident analysis.
Illustrative example
Illustrative example: the assistant offers an outdated support condition. Investigation finds that the new document was approved but unavailable to retrieval. Changing instruction wording alone would not address that cause. The current source is incorporated and the team checks which other questions depended on the same outdated material before closing the incident.
Acceptance check
Reproduce the case with controlled data and add a test that would have detected the failure. Verify the correction and possible effects on other answers. Accept closure when the cause is evidenced, known impact is documented and follow-up has an owner. One isolated correct answer does not demonstrate that a systemic problem has disappeared.
Key takeaways
- Close an incident with an evidenced cause, verified correction and useful regression test.