The body of the email. The published prompts both have the same shape: something has gone wrong, you explain it, and you ask for something specific. Give each of the prompt's bullet points its own sentence — the examiner is checking you covered them.
Say what happened in the passato prossimo, describe the background in the imperfetto, and make the request with the condizionale (vorrei, potrebbe) or with Le chiedo di.
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