Stratify traceability by intake channel

Measure problem-to-delivery traceability separately for curated engineering intakes and raw customer/support conversations. A single blended linkage rate can look acceptable because structured manual tickets carry downstream links while ordinary reports remain disconnected. Use one completion ladder for both cohorts, but publish each stage by intake channel: accepted problem, work item, code change, release lineage, runtime evidence, and customer confirmation. Copied status messages do not count as independent witnesses. This reveals whether the operating system translates real demand, not merely whether well-prepared tickets are documented.

Applies when: Customer reports and engineering-ready tickets enter through different channels. Keywords: support intake traceability customer leakage linkage delivery closure cohorts