【总结】写customer notes

Write customer-visile notes for defects

General - DOs

Use plain ASCII text. No HTML or other formatting.
Write in short complete sentences and 1-3 sentences for the note.
Separate error messages from the body of the note.
Use simple present tense wherever possible.
State instructions in plain text lists or numbered steps if possible opposed to paragraphs.
Spell out acronyms on first use.
Use of References: All references should appear at the end of the step-by-step procedures. Point to sections rather than page numbers.
Talk TO the customer not ABOUT the customer.
Address your audience as “You” unless you need to make a specific distinction, i.e. Multiple users.

Version, build number, project code names, release date
Company/customer names/address/phone numbers
Source codes
Company strategies, marketing plans, statistics (basically anything that's private or personal)
Internal tracking system IDs (non-customer-visible)
Content from third-party knowledge databases if not publicly available
Commitment for a fix before the fix is actually done
General negative references such as "there are always problems with product X from supplier Y or this product has a history of failures"
不提太细节的、未公开的、未发生的、负面的信息
Do not use the term "customer". Use "we" only when refering to recommending actions.

Brief, friendly for search
Include the error message where applicable by appending it to the title
For long error messages, focus on a unique key phrase in the error message and replace the excess verbiage with an ellipsis (...)
Example: Error message recorded in the log after upgrade: “xxxx”
Do not use terms like "enhancement"

Provide a complete description of the problem including any error messages.
"Error" articles need to include the entire error message
"Error" articles should include the scenario which resulted in the error, or steps to reproduce.

The customer resolution communicates:
That the "symptom" or problem no longer occurs
The need to contact support
Why it was decided not to fix the CR
If no code change will be made, but there are steps the customer could take to resolve the issue, the steps should be included in the Workaround and the customer resolution should contain a message saying: "Workaround is the final solution to this issue."
If a decision has been made not to fix it for any reason, include a statement about why CR will not be fixed.
For example, if the reason is because the CR is not in plan, you might use "There are no plans to implement this change request, in order to apply resources to other higher priority change requests."
Or, if it is an enhancement, you might say "There are no plans to implement this change request, as it does not align with the future direction of the product." Remember that customers will see this explanation.
Leave the resolution description blank if there is no resolution.

The Workaround describes the steps to be performed to avoid the problem, or alleviate the symptoms they are experiencing.
In the workaround text:
If there is a Hotfix the workaround should contain a message saying: "A Hotfix is available through Support". If you are using the Hotfix web tool, this is automatically created for you.