Incident Template

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Incident Number* This field is required.

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Described Issue:* This field is required.

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Handheld Model:

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Handheld Software (Build):

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Bridge Version:

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Messenger Version:

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Choose Corporate or Personal Email:

Corporate

Personal

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Email Transport:

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Native Email:

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Email Type:

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Bridging Corporate Email:

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E-mail Address:

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Incoming Server Name:

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Incoming Server Port:

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Outgoing Server Name:

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Outgoing Server Port:

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Carrier Name:

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Provisioning Status:

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Assigned Relay:

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Laptop or Desktop Computer:

Laptop

Desktop

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BlackBerry Desktop Manager Version:

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Type of Computer Operating System:

Windows

Mac OSX

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Computer Operating System Version:

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Computer Mail Client Name:

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Computer Mail Client Version:

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BlackBerryID:

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Application Name:

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PlayBook PIN:

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Playbook S/N:

Collected manually

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Playbook H/W:

PRD Description

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PlayBook Model:

Model Number

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Current Software Version:

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Warranty Date:

Date

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Network Type:

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Date HH Last Updated:

Date

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Wi-Fi SSID:

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Wi-Fi Encryption Method:

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Router Model:

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Router Firmware:

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Security Type:

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Encryption Type:

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Web Site URL:

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Bluetooth Bridge:

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Bluetooth Internet Tethering:

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Name of Product or Application with Issue:

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Version Details:

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PIN / SRP ID

Enter the PIN or SRP ID if provided verbally, by email or if log files are submitted

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Policies set on BES for Product/Application:

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Please enter how many users are experiencing the issue:

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Domain Name:

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Number of users on Exchange Online/Office 365:

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Number of users on BBCS Tenant:

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Number of users affected by this issue:

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Is This an Enterprise Activation Issue?

Yes

No

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Is the ETP message making it to the inbox? (not junk mail)

Yes

No

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Activate the user to "BBTest08". Do you see the ETP?

Yes

No

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What does the enterprise activation screen on the device say?

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Is the user added to the BBCS Tenant?

Yes

No

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Errors and Symptoms Provided by Customer:* This field is required.

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Clarified Issue Description:* This field is required.

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Actions taken:* This field is required.

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KB/Documentation Used and Results:

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Next Steps:* This field is required.

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Reason not closed:

If Applicable

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Resolution:

If Applicable

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For further questions please refer to KB28988 and KB28989

Designed by George Savelovas