Name the actual outcome
A single “Done” label may conceal several different outcomes. The request may have been fulfilled, withdrawn, merged with another item, or closed because the team could not proceed. If those differences affect future decisions, they need a visible explanation.
Keep the list of outcomes proportionate to the work. Too many categories can create uncertainty at the point of closure. Start with the distinctions people need to interpret an old record later.
Leave a concise completion note
A completion note should say what was resolved, where the relevant output can be found, and whether any responsibility continues elsewhere. It should not require a colleague to read the entire history to discover the result. References should identify the intended document or related record clearly.
A short prompt can help people record useful context. The goal is an understandable outcome, not a long narrative or a mandatory statement that people copy without reading.
Provide a route for a changed situation
An apparently completed item may need further attention. Decide whether the team reopens the original record or creates a linked follow-up. The choice depends on whether the new work continues the original request or represents a different need.
Either approach should preserve the earlier outcome and explain the current position. Quietly replacing the old status can make reports and previous decisions difficult to interpret. A clear relationship is more useful than a hidden reset.
Agree retention and access separately
A closed status does not determine how long information should be kept or who should be able to read it. Those decisions belong to the information owner and the applicable operating requirements. The tool should support the agreed approach rather than invent a retention policy.
Review closure with examples of fulfilled, withdrawn, duplicate, and reopened records. Check the lists and handover views as well as the individual record so that closed items appear where people expect to find them.