Name the approved check
Record the channel, request type, required factor, and result using the business-approved control. Do not invent an easier substitute because a customer is in a hurry.
Avoid unnecessary personal data
Log completion or failure and the minimum context needed for the owner, rather than copying sensitive values into broad notes. Keep evidence in the approved system.
Route exceptions
Conflicting records, suspected takeover, manual overrides, and repeated failures need the security or account owner. The support role prepares the facts and pauses the risky action.