Technical Work Log Template
Incident Number
*
Choose the Techincal Template:
Please Select
App World - Collected when troubleshooting App World issues
BlackBerry Enterprise Server - Collected when troubleshooting BES-related issues
BlackBerry Cloud Services - Collected when troubleshooting BCS issues
Carrier - Collected when troubleshooting carrier-related issues
Computer Details - Collected when a computer is being troubleshot or used to troubleshoot another issue
Email - Collected when troubleshooting email issues
Handheld - Collected when troubleshooting issues related to a BlackBerry handheld
PlayBook General - Collected when troubleshooting any PlayBook-related issues
PlayBook Wi-Fi Setup - Collected when troubleshooting PlayBook Wi-Fi issues
PlayBook Internet Browsing - Collected when troubleshooting PlayBook internet browsing issues
Described Issue:
*
Handheld Model:
Handheld Software (Build):
Messenger Version:
Choose Corporate or Personal Email:
Corporate
Personal
Email Transport:
Email Type:
Native Email:
Bridge Version:
Bridging Corporate Email:
example@example.com
E-mail Address:
example@example.com
Username:
Incoming Server Name:
Incoming Server Port:
Outgoing Server Name:
Outgoing Server Port:
Carrier Name:
Provisioning Status:
Assigned Relay:
Laptop or Desktop Computer:
Laptop
Desktop
BlackBerry Desktop Manager Version:
Type of Computer Operating System:
Windows
Mac OSX
Computer Operating System Version:
Computer Mail Client Name:
Computer Mail Client Version:
BlackBerryID:
Application Name:
PlayBook PIN:
Collected manually or the above method using the S/N
Playbook S/N:
Collected manually
Playbook H/W:
PRD Description
PlayBook Model:
Model Number
Warranty Date:
 -
Month
 -
Day
Year
Date Picker Icon
Network Type:
Date HH Last Updated:
 -
Month
 -
Day
Year
Date Picker Icon
Wi-Fi SSID:
Wi-Fi Encryption Method:
Router Model:
Router Firmware:
Security Type:
Encryption Type:
Web Site URL:
Bluetooth Bridge:
Bluetooth Internet Tethering:
Name of Product or Application with Issue:
*
Current Software Version:
Version Details:
*
PIN/Serial Number:
KB/Documentation Used and Results:
Policies set on BES for Product/Application:
How many users are experiencing the issue:
None - Not Applicable
Only 1
Between 1-10
Between 10-100
More than 100
Manually enter value:
Please enter how many users are experiencing the issue:
Domain Name:
Number of users on Exchange Online/Office 365:
Number of users on BBCS Tenant:
Number of users affected by this issue:
Login name and any email addresses used by the user in Office 365:
Is This an Enterprise Activation Issue?
Yes
No
Is the ETP message making it to the inbox? (not junk mail)
Yes
No
Activate the user to "BBTest08". Do you see the ETP?
Yes
No
What does the enterprise activation screen on the device say?
Is the user added to the BBCS Tenant?
Yes
No
Was an activation password set?
Yes
No
Errors and Symptoms Provided by Customer:
*
Clarified Issue Description:
*
Actions taken:
*
Next Steps:
Reason not closed (If Applicable):
Resolution (If Applicable):
Submit
Designed by George Schneider
Should be Empty: