Establish what is happening
Extract what is actually known
Quote or summarize the observable claim, submission time, product area, actor, and any available state. Mark every inferred detail as unknown. Do not turn a customer's conclusion, such as data disappeared, into a verified mechanism.
Ask the smallest clarifying questions
Request the expected result, observed result, last successful attempt, affected account or role, and whether the issue repeats. Prefer questions that distinguish a workflow error from a rendering, permission, or timing problem.
Set a triage boundary
Classify the report as ready for investigation, waiting for evidence, duplicate candidate, or unable to assess. Include a severity ceiling based on what is known and identify the evidence that could raise or lower it.
What to carry forward
The output is a bounded bug observation with known facts, explicit unknowns, and one clear next evidence request. Stop triage when additional wording would be speculation; route severe possibilities for investigation while keeping severity provisional until verified.
Keep the decision with the work.
Use a Work Item in Aglet to record the problem, the evidence you have, and the next decision. Add an owner and priority, then keep updates in the discussion so the next person can follow the reasoning.
Create an account See the product workflow