If you encounter a problem that requires you to raise a support ticket with your support provider, it is vital to clearly and concisely define what the problem is, as well as when and how you encountered it. Clarity and direction here can help prevent guesswork and provide for a speedier return to service.
Depending on your support provider, you may not need to create both a description and a summary. If your support provider does not make use of two entries to define the incident, please proceed to the next recipe.
Define the problem.
What was going on in the infrastructure when the problem was encountered? How did you discover the problem?
What did the problem prevent you from achieving in your infrastructure?
Determine the context of the problem.
When you discovered the problem, was there a specific operation or...