Template preview · Software
Troubleshooting knowledge base
Help support teams resolve a known problem with safe, clear steps.
A reusable troubleshooting article for a fictional product.
Sample purpose
Help support teams resolve a known problem with safe, clear steps.
Audience: Support lead, Technical writer- Structure
- 4 sections
- Criteria
- 13
- Sources
- 8
- Watches
- 4
- Default approach
- Review first
Set the purpose first. Then change every section, criterion, and agent setting before anything runs.
Fictional sample
Structure and criteria
Sample content shows the shape of a useful document. Copying it is optional.
01 Review firstSymptom and scope
For this troubleshooting article, helps readers confirm the issue applies to them.
Criteria
- Symptom is what the user sees, such as export stuck at “Preparing file”, not an internal code.
- Scope names product version, UI location and account type so a reader can confirm both match.
- States what the article does not cover, such as mobile exports.
Sources
- Meter Mint export limits (fictional) api.meter-mint.exampleSupported date ranges and size limits.
- Atlassian troubleshooting article template atlassian.comArticle structure.
Sample content
Meter Mint support is documenting a fictional export timeout pattern. Symptom: the monthly usage export stops at “Preparing file” for more than two minutes. Applies to Meter Mint web accounts using the October 2026 report page.
02 Review firstSafe diagnostic steps
For this troubleshooting article, orders reversible checks before higher-impact actions.
Criteria
- Every step is reversible: no deletes, resets or config changes.
- Steps run from lightest to heaviest, refresh first, then a one-week range.
- Each step has an observable result, such as export begins within 30 seconds, and says what to do on failure.
Sources
- MDN HTTP status 408 and 504 developer.mozilla.orgReading timeout behaviour.
- Meter Mint export step guide (fictional) api.meter-mint.exampleTimeout thresholds and limits.
Watches
- Follows Symptom and scope
Sample content
Check Expected result If it fails 1 Export begins within 30 seconds Check account export limit 2 CSV downloads Collect request ID and escalate 03 ManualResolution and escalation
For this troubleshooting article, states expected result and clear escalation boundary.
Criteria
- Escalation rule is objective, such as two failed retries or missing rows.
- Lists exactly what support captures: request ID, date range, account condition.
- Separates support-fixable causes, like an export limit, from engineering ones.
- Resolution is repeatable: export starts within 30 seconds and all rows are present.
Sources
- Meter Mint escalation policy (fictional) api.meter-mint.exampleRouting and data required per ticket type.
- NIST incident handling guide SP 800-61 csrc.nist.govEscalation and evidence-capture practice.
Watches
- Follows Safe diagnostic steps
Sample content
- ☐ Do not ask customer to share account password or full report data
- ☐ Capture request ID and report date range
- ☐ Escalate if two retries fail or export contains missing rows
04 Review firstArticle verification
For this troubleshooting article, records product version and last verified date.
Criteria
- Records product version and test date, matching the scope section.
- Names what was tested, such as a demo account after the October release.
- Sets the re-test trigger, such as each release or quarterly.
Sources
- Meter Mint release info (fictional) api.meter-mint.exampleReleases and export changes that trigger re-testing.
- Semantic Versioning semver.orgReading version numbers.
Watches
- Follows Resolution and escalation
- Searches “Meter Mint export release notes” monthly
Sample content
- 2026-10-02 · Verified on web 4.8Ava tested one-week export with fictional demo account.
- 2026-11-02 · Review articleSupport lead rechecks steps after export release.