Formulating a problem summary
Unlike the extremely high-level problem description, the problem summary is where we should begin to address more details about the symptoms of the problem and the context surrounding when the problem began, if known.
The same rubric we used for the problem description applies here—we should be clear and concise but also build out more contexts surrounding the problem. It is in the summary that we can provide specific messaging and paint a clearer picture of the issue.
Getting ready
You should have some error messages available/copied, and any applicable conditions that led up to the problem in mind
How to do it …
Determine the full context of the problem.
If possible, we should provide a step-by-step story of what led up to the problem.
Collect any error messages.
Exact error or notification messaging is very valuable to the troubleshooting process.
Examine the impact to the business.
What are the consequences of the problem? Is the business on the line because accounting...
