{
  "example_kind": "invented job and manual worksheet",
  "slug": "service-handoff-unresolved-training-gap",
  "title": "Start routine support without losing the unfinished onboarding promise",
  "layout": "handover",
  "story": "When support can start but one training topic remains, I want both responsibilities visible so the customer gets help without losing the unfinished learning work.",
  "problem": "A customer is ready for routine support, but the advanced exercise has not been completed. Closing onboarding as one item would hide that promise.",
  "symptoms": [
    "Support handoff is treated as proof that all training finished.",
    "The remaining exercise loses its original owner.",
    "The customer is asked to retell the gap after support starts."
  ],
  "failed_workaround": "Keeping all service blocked until every learning topic closes can be unnecessary; closing everything together can erase unfinished work.",
  "before": "Onboarding complete. Support owns the customer now.",
  "after": "Handoff: routine questions move to support through the agreed route. The onboarding facilitator retains the advanced exercise and its Wednesday receiving check. Support sees this open learning boundary, and the customer knows whom to contact for each kind of request. Service transfer does not close the exercise.",
  "success_check": "The customer can get routine support and still identify the owner and next check for the unfinished exercise.",
  "choices": [
    [
      "Routine service readiness is evidenced",
      "Transfer that agreed boundary",
      "Unrelated learning work can remain separately owned."
    ],
    [
      "Remaining training prevents safe agreed service",
      "Keep the relevant service boundary open",
      "Do not force a partial transfer the actual process forbids."
    ],
    [
      "Service transfers while learning remains",
      "Retain the learning action and contact",
      "Support transfer is not proof of training completion."
    ]
  ],
  "route": [
    {
      "label": "Keep two obligations visible",
      "capability": "task-record",
      "action": "Track support-transfer work and the remaining exercise with their responsible owners.",
      "human_check": "The actual service readiness boundary must be agreed."
    },
    {
      "label": "Write the receiving note",
      "capability": "task-comment",
      "action": "Explain which requests go to support and which stay with the training owner.",
      "human_check": "The customer and incoming team confirm the contact routes."
    },
    {
      "label": "Report the partial closeout",
      "capability": "daily-report",
      "action": "State service transferred and training still open with its next check.",
      "human_check": "Do not summarize both obligations as fully completed onboarding."
    }
  ],
  "editor": {
    "heading": "Prepare a receiving brief",
    "fields": [
      {
        "key": "service",
        "label": "Service boundary ready to transfer",
        "example": "Routine questions through the agreed support route",
        "help": "State what can start."
      },
      {
        "key": "support",
        "label": "Incoming owner",
        "example": "Support lead",
        "help": "Confirm the receiving responsibility."
      },
      {
        "key": "learning",
        "label": "Remaining learning obligation",
        "example": "Advanced exercise",
        "help": "Keep the unfinished promise visible."
      },
      {
        "key": "training",
        "label": "Retained owner and checkpoint",
        "example": "Onboarding facilitator; Wednesday receiving check",
        "help": "Keep the original learning route."
      },
      {
        "key": "proof",
        "label": "Dual acknowledgment",
        "example": "Support and customer understand both contact routes",
        "help": "Check understanding, not just file receipt."
      }
    ],
    "template": "Service and learning handoff\nTransfer: {service}.\nReceiving owner: {support}.\nStill open: {learning}.\nRetained responsibility: {training}.\nAcknowledgment: {proof}.\nClose the learning action only after its own receiving evidence."
  },
  "limitations": "The service and learning rules are illustrative. The page does not establish readiness certification or a native support-system feature.",
  "tasks": [
    [
      "Separate the receiving boundaries",
      "Onboarding lead",
      "Routine support readiness and advanced-exercise completion are different outcomes."
    ],
    [
      "Retain the learning action",
      "Training owner",
      "The exercise has its own next check and customer-facing contact."
    ],
    [
      "Confirm the dual handoff",
      "Support lead",
      "Support and the customer understand the completed service boundary and remaining learning route."
    ]
  ],
  "faqs": [
    [
      "Can support start before all training ends?",
      "Yes if the actual service boundary allows it and the remaining learning responsibility is explicit."
    ],
    [
      "Who closes the unfinished exercise?",
      "The retained training owner obtains its own agreed receiving evidence; service transfer does not supply it."
    ],
    [
      "What belongs in TeamBoost?",
      "Use separate owned work or clear task context for the service transfer and learning action. Keep the dated report honest about which boundary passed; no native customer-support inbox is claimed."
    ]
  ]
}