Information about the caller/customer/user:
- Their name
- The company they work for (possibly)
- How to contact them (phone no, email, etc.)
About the issue:
- Which program?
- Which version?
- What is happening?
- How can it be recreated?
- What were they expecting?
- What steps need to be taken to recreate the issue?
- What has been tried already to address the issue?
- What has changed?
- When did the issue start?
- Does it occur on one, some or all machines?
- Is it a consistent or occasional issue?
- What impact does the issue have on the user(s)?