Started after. Housing still in fixture. No readable screen in shot. I wouldn't accept that as a complete occurrence record either, but the seller hasn't told us what they're missing

Ask for the specific unanswered question. Which step, expected ordinary confirmation, or message do they need? 'More details' can keep everyone occupied indefinitely.

Now got a technician's name. They want the active step and the corresponding message before dismissal. We're sending installed versions and fixture identity with the original clip

Can the original occurrence be matched to retained history? Preserve it even if the clip cannot show the screen. I would mark anything reconstructed afterwards as such.

And tell the people on the other shift what to retain. The next stop won't politely wait for you to be there.

Ravi, only a broad time window for the first one. We have a better captured occurrence now, including the active-step display and message. Not treating it as a reconstruction of the first clip

What does that newer occurrence show immediately before the wait? I'm interested whether it even reaches the operation you've been calling unloading, rather than assuming the ticket title identified the failing step.

Hana's right about the label. Keep their actual step name in the report as well as your description. Different people can mean different moments by unload.

The new record is at fixture-ready confirmation, before the removal request. So my 'unloading fault' title was too broad. Technician is now talking to the fixture logic owner

That narrows the captured occurrence. It does not identify why the confirmation was missing, so I would keep the observed state separate from any proposed explanation.

Has the fixture logic owner actually got the files, or just been mentioned in an email?

They have them and acknowledged the step. Thanks Leo for pushing me to ask a specific question. No repair yet, but at least we're investigating an observed wait instead of arguing over the word unloading