Put observations and attempts in the situation, needed help in the question, and timing and constraints with alternatives. Reconfirm each person’s next action at the end.
Pattern
Example
Situation
안내파일이열리지않아요. 두번열어봤지만안돼요.
Question
파일이열리지않는데어떻게하면좋을까요?
Choice with a condition
오늘네시에방문할수있으니까종이자료를받을게요.
Confirm the agreement
오후네시에 1번창구에서받으면돼요?
Still unconfirmed
자료는아직받지않았어요.
In the action note, distinguish 받을게요 from 받았어요. Agreement on a method does not prove the material was received or the issue solved.