Describe what you expected to happen and what happened instead. Include the exact error message, when the issue began, how often it occurs, and the last action that worked normally.
Identify the affected people, device, location, application, and service. Explain the business impact: whether work is slower, one employee is blocked, several employees are affected, or a critical operation has stopped. Attach a screenshot when it does not expose confidential information.
List the safe troubleshooting already attempted and any recent change that may be related. Do not include passwords, MFA codes, recovery keys, payment-card data, or other secrets. Submit one request per issue and update that request if the impact changes.