Resolution · The definition · Element
The criterion
What has to be true for a case to count as resolved.
The part
What it is
The customer can do the thing they could not do, or has an answer they can act on. Not that a reply was sent.
Closure by timeout or by no response should be a separate category, since it is not resolution and it is common.
The smallest level
The attributes it carries
Each attribute is one of the framework’s shared types. What a date is, and how it is written, is defined once for the whole model — the note here says what it means in this particular place.