# [Resolution title: the user's problem in their own words]

| Field | Value |
|---|---|
| Guide no. | [IT-001] |
| Version and date | [1.0, YYYY-MM-DD] |
| Owner | [name, team] |
| Next review | [YYYY-MM-DD] |

## Symptom

[The error or situation the user sees. Example: "I get 'authentication failed' when connecting to the VPN."]

## Who is affected

- Device and version: [example: Windows 11, VPN client 5.x]
- Account type: [example: all employees]
- When it started: [example: after a password change]

## Quick checks

- [ ] [Is the user connected to the internet?]
- [ ] [Is the account locked or expired?]
- [ ] [Does the same problem happen on another device?]

## Resolution steps

1. [Start with a verb. Example: Click the VPN icon in the taskbar.]
2. [One action per step. Image: screenshot]
3. [...]

## Confirm the fix

- [Observable result. Example: the VPN status shows "Connected".]

## If it is not resolved

Include in a new ticket:

- [ ] A screenshot of the error message (without passwords or personal data)
- [ ] Device name and operating system version
- [ ] Date and time the problem started
- [ ] Which of the steps above were tried

Ticket channel: [form, email or chat channel]

## Technician notes

- Known cause: [...]
- Permanent fix or related change request: [link]

## Revision

| Version | Date | Changed by | Change |
|---|---|---|---|
| [1.0] | [YYYY-MM-DD] | [name] | [First release] |