PURPOSE Documenting steps prevents duplicate work and helps support move to the next useful action. WHAT TO INCLUDE List each step tried, when it was tried, and what happened afterward. EXAMPLES Restarted computer, tried another browser, checked internet, cleared cache, tested another device, or asked another user. BE HONEST If you did not try a step, do not say you did. Support will figure it out, and the ticket will get weird. BEST PRACTICE Use bullets so troubleshooting history is easy to scan.