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Issue

The problem in the user's words. What is the customer trying to do or what is not working?

Formatting: Use bullet points for every statement that you include.

Environment

What function, process, products, platforms, etc. does the customer have an issue with?

Formatting: Use bullet points for every line in this section.

Resolution

What is the answer to the issue or the steps required to resolve the issue?

Formatting: This can be free form.

Root Cause

What is the root cause for the issue?

Formatting: This can be free form.