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a short description in the Summary field
a description of the issue/query
a description of what was attempted when the problem was encountered
any relevant attachments (screenshots, error message, etc.)
a correct severity (ref severity levels: Service Level Agreement (SLA))
A confirmation e-mail will be sent upon receipt. The issue is then assigned to a Support Agent who will be in charge of helping the Reporter. A Developer will be in touch if more information is needed to solve the problem. If needed the User will be invited to a short web session so that the Support Agent can share the User’s screen/s. The answer/solution will be sent to the Submitter to share.
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