Give me a list of things to ask while triaging a support ticket
1) Is this issue being observed in your production or non production environment
2) If its in production since how long it has been in production
3) Are you aware of any changes done by you or your team recently that could have contributed to this failure. Like upgrades of software and libraries. Or changes in infrastructure. Changes in user interaction
4) If the response to question #3 is no, please request for verification
5) Understand if this is impacting single user, multiple users or all users. Along the same lines understand if this is impacting just one use case, multiple use cases or all use cases
6) Understand the precise symptom of the issue
7) Understand the business impact. As in financial impact or delivery (SLA) impact from this issue.
8) Understand if there is interest in workarounds to get unblocked. Or they seek full RCA with a proper fix.