Post-apply outcome states — how we recognize whether a fix worked
Hero frame shows the Verifying state — what the banner becomes the moment the engineer clicks Apply. Below, four detail panels show the other outcome paths: Partial apply, AI-inferred outcome from chat, Escalate-intercept, and the Nudge that appears when the engineer keeps chatting without confirming.
Outlook won't authenticate after tenant migration
ticket #48213 · in progress · 14:26
AI
Given Credential Manager still has entries for the prior tenant, the cleanest path is to clear those and rebuild the local Outlook profile.
14:22
Okay, I'll run the script now.
14:24
ME
✓
Applied fix: Clear cached credentials + rebuild Outlook profile — script completed without errors at 14:24.
Verifying Applied 14:24 · 2m ago
Did "Clear cached credentials + rebuild Outlook profile" work?
Mark the outcome so the AI can either close the session with this as the resolution, or propose something else.
Tell the AI what happened — or click an outcome above
Task lane
What we know · 5 facts
User cannot authenticate to Outlook; repeated 401s from Exchange Online.
promoted 14:02 · from ticket
Credential Manager still references the prior tenant from six months ago.
promoted 14:07 · from chat
Teams + SharePoint work on same workstation — isolated to Outlook.
promoted 14:22 · from chat
How Verifying works. Clicking Apply transitions the banner into this state instead of dismissing it. No timeout — the banner stays pinned until the engineer marks Worked, Didn't work, or Partial (overflow). If they ignore it and keep chatting, the Nudge state (panel D below) appears after a few messages. If they hit the task lane's Resolve button without clicking either outcome, we auto-stamp `applied_success`. If they hit Escalate, panel C intercepts.
Outcome branches
Four paths from Verifying to a final status. Each one writes to `session_suggested_fixes.status` so the AI's next turn has ground truth about what's been tried.
A. Partial apply — "I did some of it"
…engineer picked "Mark partial…" from the verify banner's overflow menu
Partially applied Parked
Clear cached credentials + rebuild Outlook profile
Note Ran cred clear — skipped profile rebuild, user in a meeting. Back at 3:30.
Type a message…
Status: `applied_partial`, with `partial_notes` free-text. Not terminal — banner stays pinned until engineer marks a terminal outcome, or clicks Finish it to re-run the remainder and flip back to Verifying. AI treats partial as "tried but uncertain" — doesn't re-propose, but doesn't assume failure either.
B. AI-inferred outcome — from chat
Engineer: "yep that fixed it, thanks"
14:31 · user message triggered `[FIX_OUTCOME]`
AI detected outcome Success · 92%
AI thinks the fix resolved the issue — confirm?
Based on your message at 14:31. One click closes the session with this fix as the documented resolution.
Type a message…
Triggered by the new `[FIX_OUTCOME fix_id=… outcome=success]` marker from the system prompt. Engineer stays in the loop — the AI proposes the outcome, doesn't set it. One-click accept fires the normal Resolve flow. Works for failure too ("still broken" → No, didn't work pre-selected, with the AI's reasoning shown).
C. Escalate-intercept — capture outcome before handoff
Before escalating — what happened with the fix?
"Clear cached credentials" is still in the Verifying state. Tag its outcome so the senior picking this up knows what's been tried.
Fires when engineer clicks Escalate while a fix is in Verifying (or Partial). Defaults to Didn't work on Enter — common case. Escalating for another reason preserves success; Never applied flips to `dismissed`. Takes 1s and makes the escalation narrative honest for whoever picks it up.
D. Nudge — passive prompt after a few messages
"user is rebooting"
"okay it's back up, signing in now"
"going to try opening Outlook"
Did "Clear cached credentials" work?
Type a message…
Appears after ~3 post-apply engineer messages with no outcome click. Collapses the verify banner into this thin nudge strip above it so chat space isn't eaten. Passive — never auto-marks anything. Still checking silences the nudge for another 3 messages. Yes/No route to the normal Success / Failed flows.