# -*- mode: snippet -*-
# name: Simple Case Template
# key: scc
# --

* Case $1 - $2
   :PROPERTIES:
   :ReportedDate: <`(format-time-string "%Y-%m-%d")`>
   :Product: $3
   :Priority: $4
   :Status: Open
   :Tags: $5
   :END:

** PROBLEM
$6

** INVESTIGATION
- [ ] Initial assessment
- [ ] Reproduced issue
- [ ] Identified root cause
- [ ] Tested solution

*** Notes
$7

** SOLUTION
$8

** CUSTOMER COMMUNICATION
*** Initial Response
Hi $9,

Thank you for contacting support. I'm $10 and I'll be helping you with this case.

I'm currently reviewing your case and will get back to you shortly with an update.

Best regards,
$10

*** Resolution
Hi $9,

I'm pleased to inform you that we have resolved your case.

Solution: $11

Please let me know if you need any further assistance.

Best regards,
$10

** NEXT STEPS
- [ ] $12
- [ ] $13
- [ ] $14

** RESOLUTION
- Resolved on: <`(format-time-string "%Y-%m-%d")`>
- Solution: $15
- Notes: $0 