Fault report or feature request?

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Hypothetical case: a Saudi IT team sends a supplier the message, “The system should work differently.” One team reads this as a fault report; the other hears a request for a new feature.Before discussing a solution, a short description can distinguish the observed behaviour, the expected behaviour and whether that expectation comes from existing documentation or a new requirement. This is a way to clarify the conversation, not diagnose a real system.What ONE question would you ask first to distinguish the two?

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