In the process of completing a KCS article (once the resolution is known), we apply our best judgment about what information to include in the article. Customers will often provide information that has no relevance to the situation, and we should be sure to remove information (particularly in the environment statements) that ends up being irrelevant, misleading, inaccurate, or inappropriate to the audience. We want to capture relevant, accurate and consistent statements in the environment field, and diversity that represents the customer experience in the issue description.
Once again: the problem or symptoms of the issue need to reflect the customer experience; technical accuracy is not required. When we improve existing articles, we want to add to the problem statements - not rewrite, edit or delete the ones that are already part of the article. We have to assume that, no matter how incorrect or ridiculous they may appear to us, the statements are part of the article because that is how a customer perceived the issue.