Why This Matters

• Helps technicians understand the issue more quickly
• Reduces delays caused by missing information
• Improves the quality and speed of troubleshooting
• Supports faster and more accurate resolution

1. Subject or Title

Provide a short summary of the issue.

2. Description of the Issue

Clearly explain the problem and include as much detail as possible.

• What you were trying to do
• What happened
• When the issue started
• Whether the issue is still happening

3. Steps to Reproduce

If the issue can be repeated, list the steps you took before the problem occurred.

1. Step one
2. Step two
3. Step three

This helps the support team reproduce and investigate the issue more accurately.

4. Error Messages

If you receive an error message, include it exactly as it appears.

• Copy and paste the message when possible
• Include a screenshot if available

5. Attachments

You may attach files that support your request.

• Screenshots
• Documents
• Reports
• Other relevant files

Including the following details may help speed up the resolution of your request:

• Your department or location
• The device you are using, such as a desktop, laptop, or mobile phone
• The application, website, or system involved
• How urgent the issue is or how it is affecting your work

Tips for Faster Support

• Be clear and specific
• Avoid vague descriptions such as “it’s not working”
• Include important details in your first request
• Add screenshots whenever possible
• Explain the business impact if the issue is preventing work

Subject: Cannot log into HR system

Description: I tried logging into the HR system this morning, but I received an “Invalid credentials” error even after resetting my password.

Steps Taken:

1. Entered username and password
2. Clicked login
3. Received error message

Attachment: Screenshot of the error