Service journey
Who needs to complete what task, through which steps, and what truthful end state should they receive?
Work order / direct contact / no secrets
Report the operating interruption in eight signals.
Short, specific answers are more useful than polished requirements. Do not include passwords, private keys, live customer records, or production secrets in the initial message.
Interruption
Where does the journey break, how often is not yet important, and what operational consequence makes it worth solving?
Operator path
What do staff do after the user's action? Include queues, inboxes, spreadsheets, approvals, documents, support, and reporting.
System circuit
List source, hosting, database, identity, CRM, payment, messaging, analytics, vendor, and deployment surfaces with their owners.
Audience conditions
Provide evidence-based language, device, connection, format, accessibility, support, and location conditions relevant to the actual users.
Information and commerce
Identify personal-information questions, operators, transfers, ZAR or other currency behavior, provider relationships, invoices, refunds, and decision owners.
Authority channels
Name client owner, operator, technical contact, content reviewer, provider contact, specialist reviewer, budget decision maker, and release controller.
Protection and proof
State what cannot be disturbed, how the current service is backed up, what failure must be tested, and what evidence supports acceptance.
Transmit the work order
Contact the engineer directly.
The first exchange determines fit and next questions. It does not create a contract, reserve capacity, or authorise system access.