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verifies that the problem is real, and not just perceived. The technician will also ensure that enough information about the problem is obtained from the customer. This information generally includes the environment of the customer, when and how the issue occurs, and all other relevant circumstances.
# The technician creates the issue in the system, entering all relevant data, as provided by the customer.
# As work is done on that issue, the system is updated with new data by the technician. Any attempt at fixing the problem should

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