Which details should be included when making concise notes about an issue?

When making concise notes about an issue, it is important to include details that are relevant to understanding the nature of the problem and its context. Including whether it is an ongoing issue and the frequency of occurrence helps to establish a timeline and pattern of the issue, which can be crucial for diagnosis and resolution. This information aids technicians in identifying if the problem is a recurring one and can influence the priority level assigned to the case.

Details like personal opinions about the customer or their feedback on service are subjective and may not provide critical information needed for troubleshooting or service resolution. Similarly, while all previous communication with the customer can be important, it may not be necessary to document every detail unless it directly relates to the current issue. Focusing on specific, quantifiable details—such as whether the issue recurs and how often—creates a more effective groundwork for resolving the problem efficiently.