# Investigate one human override

Use this record for one consequential correction your team is permitted to inspect. Keep source records in their approved location and record only the references and fields needed for the investigation. A saved correction does not automatically become policy, a test answer, or training data.

## Six hypothetical support cases

In each teaching case, the review history shows routine changing to urgent. The histories below are invented; they establish no observed override rate or model accuracy.

| Case | Evidence to check and possible cause                                                                                                          |
| ---- | --------------------------------------------------------------------------------------------------------------------------------------------- |
| S-61 | An old source message reached the model; the newer permitted message reports an outage. Investigate the source path.                          |
| S-62 | The approved urgency policy changed; the service uses its prior version. Confirm the applicable policy and review the update.                 |
| S-63 | The stored proposal already says urgent; the screen displays routine. Investigate display and save behavior.                                  |
| S-64 | The source says not reachable; the draft treats the service as reachable. Check interpretation and the applicable outage rule.                |
| S-65 | A reviewer promotes a favored account outside the approved rule. Refer the unauthorized workaround to its owners; do not adopt it as a label. |
| S-66 | The reason is needs attention and supporting evidence is unavailable. Preserve unknown and obtain permitted evidence.                         |

These selected cases do not establish how often any cause occurs. A live review also needs the eligible case count, unchanged decisions, errors missed by reviewers, and a reporting cutoff.

## Completed hypothetical investigation: S-64

| Field                             | Current entry                                                                                                                                    |
| --------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------ |
| Job                               | Prepare ticket category and urgency for review; no customer contact, account change, or ticket closure                                           |
| Original source claim             | Customer-facing service is not reachable                                                                                                         |
| Draft and visible correction      | Draft treats it as reachable; reviewer changes routine to urgent                                                                                 |
| Applicable rule to confirm        | A confirmed service outage requires urgent review                                                                                                |
| Candidate explanation             | Interpretation missed a negation; not yet independently confirmed                                                                                |
| Missing evidence                  | Exact source and policy versions; reviewer reason checked against the record; a separate qualified person's approval of the expected test answer |
| Next owner                        | Support workflow owner to arrange source and policy checks with a separate qualified reviewer                                                    |
| Candidate test after confirmation | Retain the missed-negation case and an otherwise comparable reachable-service case; check both routes                                            |
| Retest and rollout                | Not run; no change approved                                                                                                                      |
| Current decision                  | Investigate; retain current policy and permissions                                                                                               |

The investigator must allow the operator to challenge this explanation. If the source or policy cannot be confirmed, keep the expected answer unresolved. A pattern of edits is not authority to alter the urgency rule.

## Your permitted case

| Question                                                                                                                        | Your record                                                                                         |
| ------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------- |
| Which job and case are you inspecting?                                                                                          | —                                                                                                   |
| Which records may you read, retain, or share, and for how long?                                                                 | —                                                                                                   |
| What was proposed, displayed, edited, and finally saved?                                                                        | —                                                                                                   |
| What source and revision support the correction?                                                                                | —                                                                                                   |
| Which policy and revision apply? Who can confirm them?                                                                          | —                                                                                                   |
| Who made the edit, and what reason did they give?                                                                               | —                                                                                                   |
| What does the reviewer dispute or want to add?                                                                                  | —                                                                                                   |
| What remains unknown?                                                                                                           | —                                                                                                   |
| Which cause are you investigating, and what could disprove it?                                                                  | —                                                                                                   |
| How many eligible cases and unchanged decisions are in the reporting window?                                                    | —                                                                                                   |
| Who checks the expected answer independently?                                                                                   | —                                                                                                   |
| Which permitted failure case will you rerun, and which nearby case will check that the repair has not made every ticket urgent? | —                                                                                                   |
| Which separate cases will you keep out of development and tuning?                                                               | —                                                                                                   |
| What happens to urgent misses, unnecessary escalations, and reviewer work?                                                      | —                                                                                                   |
| Is this evidence permitted for diagnostics, external evaluation, or training? Record each separately.                           | —                                                                                                   |
| Who owns the next action, when is it due, and where will it be recorded?                                                        | —                                                                                                   |
| Decision                                                                                                                        | Investigate / clarify guidance / propose tested change / retain approved exception / reject / defer |

Retain the original and corrected values with their source references. Confirming the cause lets the team propose a repair; it does not approve that repair for production. The change still needs its normal testing, permission, review, release, and recovery process. Do not let a saved case record or edited answer directly rewrite prompts, policies, test answers, or deployed code.