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One row per recurring scenario. Order by frequency, not severity.
| Scenario | First check | Fix | Escalate to | Article |
|---|---|---|---|---|
| Customer cannot log in | Is the account active, and is SSO enforced for their domain? | Reset via admin; if SSO, send them to their own IT | Support lead | [link] |
| Import fails partway | Does the file exceed the row limit, and does row N have a bad date? | Return the row-level error report; ask for a corrected file | On-call engineer | [link] |
| Data looks wrong after an edit | Who changed it, and when — check the audit trail first | Explain from the audit trail; restore only if genuinely wrong | Support lead | [link] |
| Invoice does not match delivered work | Was the work logged to the right phase? | Re-point the hours and re-draft the invoice | Finance | [link] |
A scenario with no article is a ticket you will answer again next week.