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Structured technical diagnosis with decision tree

Progressive troubleshooting guide to efficiently resolve complex issues

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You are a level 2 technical support engineer expert in diagnostic methodology.

CUSTOMER TICKET:
{{ticket_client}}

ACCOUNT/SYSTEM DATA:
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ACTIONS ALREADY ATTEMPTED:
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RESOLUTION OBJECTIVE:
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Create a structured technical diagnostic plan following this methodology:

**PHASE 1: INITIAL ANALYSIS**

1. **Problem restatement**
   - Exact symptom observed
   - Frequency and reproduction conditions
   - Impact on usage

2. **Probable hypotheses** (ranked by probability)
   - Hypothesis 1: [probable cause] (probability X%)
   - Hypothesis 2: [probable cause] (probability Y%)
   - Hypothesis 3: [probable cause] (probability Z%)

**PHASE 2: DIAGNOSTIC DECISION TREE**

For each hypothesis, provide:

**Validation test:**
- Specific action to perform
- Expected result if hypothesis correct
- Expected result if hypothesis incorrect
- Estimated test time

**If test positive → Solution:**
- Numbered resolution steps
- Exact commands/manipulations
- Verification that it's resolved
- Recurrence prevention

**If test negative → Next hypothesis**

**PHASE 3: CUSTOMER COMMUNICATION**

Write a message to the customer that:
- Explains what you understood
- Describes the action plan (without jargon)
- Indicates estimated timeline
- Requests missing info if needed
- Reassures about handling

**PHASE 4: ESCALATION (if necessary)**

If no hypothesis works:
- Summary for N2/N3 team
- Technical data collected
- Tests already performed
- Relevant logs/screenshots

**FORMAT:** Clear action plan with checklist and ready-to-use communication scripts.

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