Observed by the system

  1. Search 01
  2. Open article 02
  3. Read article 03
  4. No case created 04
Outcome unknown The event log stops here.

Possible in reality

“No case created” does not reveal what the employee actually did next.

  • Found an answer in the article Success
  • Abandoned the search without resolving the issue Failure
  • Switched to another support channel Unknown
  • Contacted a manager for help Unknown
  • Called HR directly Unknown
  • Returned later to continue the task Unknown
  • Created a case somewhere else Unknown

The same recorded signal can represent seven very different realities.