The Ticket That Just Says “It’s Broken”

“It’s broken.” Two words, a screenshot of nothing, and a priority flag set to Critical. No URL, no error text, no timestamp, no account name. The clock is running and I am already guessing.

Every minute I spend reconstructing what you did is a minute I am not fixing it. The fastest ticket I ever close is the one that tells me what you expected, what happened instead, and when. That is not bureaucracy. That is the difference between a five-minute fix and an afternoon of archaeology.

A good ticket is an act of generosity to your future self. The next outage will look familiar, and the notes you left will be the runbook you wish you had. Write the ticket you would want to receive.