Incident Template

Standard and Technical Work Log Templates - June/2012 v1.0
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Incident Number*
Please Select the Technical Templates Relevant to the Incident:
App WorldBlackBerry Cloud ServicesBlackBerry Enterprise ServerCarrierComputer DetailsEmailHandheldPlayBook GeneralPlayBook Internet BrowsingPlayBook Wi-Fi Setup
Described Issue:*
Handheld Model:
Handheld Software (Build):
Bridge Version:
Messenger Version:
Choose Corporate or Personal Email:
CorporatePersonal
Email Transport:
Native Email:
Email Type:
Bridging Corporate Email:
E-mail Address:
Incoming Server Name:
Incoming Server Port:
Outgoing Server Name:
Outgoing Server Port:
Carrier Name:
Provisioning Status:
Assigned Relay:
Laptop or Desktop Computer:
LaptopDesktop
BlackBerry Desktop Manager Version:
Type of Computer Operating System:
WindowsMac OSX
Computer Operating System Version:
Computer Mail Client Name:
Computer Mail Client Version:
BlackBerryID:
Application Name:
PlayBook PIN:
Playbook S/N:
Collected manually
Playbook H/W:
PRD Description
PlayBook Model:
Model Number
Current Software Version:
Warranty Date:
MonthDayYear
Network Type:
Date HH Last Updated:
MonthDayYear
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:
Version Details:
PIN / SRP ID
Enter the PIN or SRP ID if provided verbally, by email or if log files are submitted
Policies set on BES for Product/Application:
How many users are experiencing the issue:
None - Not ApplicableOnly 1Between 1-10Between 10-100More than 100Manually 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:
Is This an Enterprise Activation Issue?
YesNo
Is the ETP message making it to the inbox? (not junk mail)
YesNo
Activate the user to "BBTest08". Do you see the ETP?
YesNo
What does the enterprise activation screen on the device say?
Is the user added to the BBCS Tenant?
YesNo
Errors and Symptoms Provided by Customer:*
Clarified Issue Description:*
Actions taken:*
KB/Documentation Used and Results:
Next Steps:*
Reason not closed:
If Applicable
Resolution:
If Applicable
For further questions please refer to KB28988 and KB28989
Designed by George Savelovas
Should be Empty:

Standard and Technical Work Log Templates - June/2012 v1.0