Audience: Internal staff only
Purpose: Have all details upfront so we can reproduce and escalate issues without going back for clarification
Structure: Full template with Subject, Priority/Severity, Problem Description, Impact, Environment, Firm/Matter/Document info, Steps to Reproduce, Attachments.
⚠️ Note for Users:
This is the Guide Version to help you understand how to fill the template correctly.
A Clean Copy-Paste Version is attached below — you can use that directly in the Details field.
Enter a summary of the issue in the One Line Summary field.
All other details go in the Details box following the structure below.
One Line Summary (Clear + specific)
Example: OneDrive folder permissions not syncing in CORTO UI
Problem Description:
What is the issue?
(Plain description, what’s not working?)
What is the expected behaviour?
(What should happen?)
What is the actual behaviour?
(What is happening instead?)
Business impact (Optional):
(e.g delays matter setup, integration, stops workflow)
Impact & Scope:
Firms and Matters affected?
Single Firm / Multiple Firms - ______
Single Matter / Multiple Matters - ______
Workarounds available?
Yes / No - ______ (describe if Yes)
Environment:
Server - ______ (Production / Test)
Region - ______ (AU / US / UK / IE / CA)
Primary Firm & Matter Details:
(Always required)
Firm Name -
FirmGUID -
Matter Name -
MatterGUID -
(if applicable)
Document Name -
DocumentGUID -
Additional Firms: (Only Necessary if Multiple Firms Impacted)
Repeat the following block per firm
Firm Name -
FirmGUID -
Affected Matter GUID(s) -
Affected Document GUID(s) - (if applicable)
Reproduction Steps:
⚠️ This section is mandatory if the issue is reproducible
Example (for guidance only)
Open Matter [Matter Number]
Navigate to [exact screen/action]
Perform [action that triggers the issue]
Frequency/Reproducibility:
______ (Always / Intermittent / Unable to Reproduce)
Attachments:
Screenshots - Yes / No
Screen recordings - Yes / No
Debug Logs - Yes / No
Error messages - ______