Keep unresolved items visible
An intermittent symptom may not appear during a workshop visit. Record the workshop’s finding and the conditions reported by the driver without assigning blame or inventing a diagnosis. Put unresolved items in a separate list with a next action so they do not disappear into the archive.
Put it into practice
- Record what was and was not reproduced.
- Name the next action and responsible person.
- Add the resolution only when confirmed.