Statement A: "A detailed description of the fault." This is essential for support staff to understand the

nature of the problem and begin troubleshooting effectively.

Statement C: "A description of the conditions when the fault occurs." This helps in reproducing the

issue and identifying patterns that might indicate the cause of the fault.

Statement B: "Details about the computers connected to the network." While useful, this is not as

immediately critical as understanding the fault itself and the conditions under which it occurs.

Statement D: "The actions taken to resolve the fault." This is important but typically follows the initial

report.

Statement E: "The description of the top-down fault-finding procedure." This is more of a

troubleshooting methodology than information typically included in an initial support ticket.

Reference:

Best Practices for Submitting Support Tickets: Support Ticket Guidelines