The visible message says waiting for receiving nest. I didn't capture the step. Our ticket subject says gripper fault, which is my description rather than a reported controller error.

Is the housing still held at that point?

Yes, clear of the source fixture. Receiving nest is outside the video frame. Can't tell them whether its confirmation was present from that clip.

Correct the ticket description and include that visibility limit. Ask maintenance how to capture the missing step and nest information through the approved diagnostic view

Who is actually reading the ticket now, sales or a technician?

Sales had been forwarding it. They have now named a technician, who requested the expected nest signal and the active step. Integrator is checking which mapping applies.

Give the next shift that specific request. It should identify the fixture and the point in the sequence, so they do not collect another unrelated stopped screen

New occurrence captured with matching time, step and nest identity. Technician has it. No cause yet, but I can finally retire the unsupported gripper-fault heading.

Did the technician acknowledge that newer capture, or is it waiting in the sales chain again?