Problems escalated from helpdesk

I don't want to be awkward or unreasonable, but if a problem is being escalated from a help desk there is a certain amount of information that I would expect to have been gathered. I'm not just being picky. It saves time in the long run and means that the customer/user gets a better experience.

Information about the caller/customer/user:

• Their name
• The company they work for (possibly)
• How to contact them (phone no, email, etc.)

About the issue:

• Which program?
• Which version?
• What is happening?
• How can it be recreated?
• What were they expecting?
• What steps need to be taken to recreate the issue?
• What has been tried already to address the issue?
• What has changed?
• When did the issue start?
• Does it occur on one, some or all machines?
• Is it a consistent or occasional issue?
• What impact does the issue have on the user(s)?

And probably more besides...