Checklist: How to analyze a reported ticket?

1. Verify that we have the link to the document or page related to the error.
2. Verify that we have evidence of the incident (screenshots, video, etc.).
3. Verify that we have the Athento error log message from when the incident occurred.
4. Analyze and gather evidence from the browser console.
5. If it's about API, provide details of URL, payload, authenticated user, and response obtained.
6. Identify the step-by-step process to reproduce the issue.
7. Identify when the issue started.
8. Identify whether it happens for all documents or not. Provide examples of those affected.
9. Identify whether it happens for all users or not. Provide examples of those affected.
10. Check if the behavior occurs in other environments to rule out whether it's product-related or specific to the client's configuration.
11. Check if the behavior occurs in UAT environments with the same configuration.
12. If the problem involves custom code or configurations, provide an explanation and/or documentation on what that configuration or custom code does. It's necessary to know what input and output are expected.

In addition to the origin of the problem, it's also important to analyze and document the solution.