> ## Documentation Index
> Fetch the complete documentation index at: https://docs.flexxible.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Review an intervention and continue the case

> Interpret what Flexxible Solve has already done in a case and continue from there, with the context generated while it was being handled.

When a case reaches a Service Desk engineer, it doesn't start from scratch. This guide explains how to review the work performed by Flexxible Solve, interpret the state of each action, and decide the next step.

## Before you begin

* Access to the case ticket.
* To continue with remote assistance, the device must meet the [Flexxible Assist requirements](https://docs.flexxible.com/en/features/flexxible-assist/flexxible-assist-html5.md#requirements).

## Steps

**1. Open the ticket**

Open the case ticket. If your organization has an ITSM connected, Solve enriches tickets in it with the work performed and updates their status.

**2. Review what has already been done**

Read the information generated while the case was being handled. If the case came in through Assist Chatbot, the ticket includes the conversation, the diagnosis, the evidence, and the remediation attempted, performed, or proposed.

**3. Identify the state of each action**

Determine whether each action is proposed, attempted, or performed, and whether the issue is resolved. A performed action doesn't guarantee that the issue is resolved. See [Action states and result](https://docs.flexxible.com/en/features/flexxible-solve/interventions.md#action-states-and-result).

**4. Confirm the situation with the user**

Before repeating checks, confirm with the user whether the problem persists. This way, you take advantage of the previous work.

**5. Decide the next step**

With that information, decide how to continue. If you need to act on the device, start a remote assistance session with Flexxible Assist and rely on Assist Teammate. See [Use Teammate Guide and Teammate Act](https://docs.flexxible.com/en/guides/solve-teammate.md).

**6. Document the result**

Record in the ticket what you've done and update its status according to your organization's procedure.

## Expected result

* You know what was investigated and what was attempted before the case reached you.
* You continue the case from that work, avoiding repeating checks that have already been done.
* The ticket reflects both Solve's work and yours.

## If you don't get the expected result

| Situation | What to review |
| - | - |
| You can't find Solve's work in your ITSM ticket. | Check that the ticket corresponds to a case handled by Solve and that the ITSM integration is connected. |
| An action was performed, but the problem persists. | This can happen: performing an action doesn't guarantee resolution. Continue the diagnosis based on the evidence collected. |
| You need to review a previous remote assistance session. | Each Flexxible Assist session is recorded as an operation in [Operations](https://docs.flexxible.com/en/features/traceability/operations.md). If Teammate was used in Observe or Guide mode, an [assistance report](https://docs.flexxible.com/en/features/flexxible-assist/teammate.md#assistance-report) was also generated when the session ended. |

## Related information

* [Interventions and results](https://docs.flexxible.com/en/features/flexxible-solve/interventions.md)
* [Ticket entry and ITSM integration](https://docs.flexxible.com/en/features/flexxible-solve/ticket-entry-and-itsm.md)