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.
What function, process, products, platforms, etc. does the customer have an issue with?
Formatting: Use bullet points for every line in this section.
What is the answer to the issue or the steps required to resolve the issue?
Formatting: This can be free form.
What is the root cause for the issue?