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What is the name of the application/resource, webpage URL, IP?
Is the user at office/outside the office?
What is the error message?
A detailed statement on the problem (what causes it? Can it be reproduced? How long has it been happening?):
How many users have reported this issue?
Document ALL trouble shooting steps taken (what did you change? What was wrong? Did it work?)
How did you solve the issue? What knowledge base article did you use?
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