Redefine (suppress) available task outcomes at runtime

Hi.
I'm a bit confused about implementing a scenario like this using few human tasks and forms:
1- customer makes a request
2- backoffice examine the req: two outcomes are available: (a) reply and close SR (b) ask for details. The task form should contain proper input fields to handle both cases.
3- IF outcome(2) = 'reply' THEN goto end ELSE send e-mail to customer asking for details.
4- customer may provide details or not.
5- after getting details or timeout, backoffice examine the req again and at this time they must reply to customer and cannot ask for more details.
END- Email response to customer and close SR.
Now my doubt:
conceptually, the task at #5 should be "Examine details" with only 'reply' outcome. Anyway, in practice it's the task at #2 where (b) outcome and related fields are suppresed/disabled.
How would you implement such a scenario? Two different tasks and forms, or only one task and redefining outcomes at runtime?
SOA is 11g.
Thanks in advance,
Michael

any suggestion?
thank you very much,
Mick

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