Reporter Name: 
Reporter Phone: 
Reporter Dept: 
Reporter Email: 
Partner Service Desk Ticket number: 
Who will we contact to confirm resolution (including after hours): 
Contact information for the resolution resource: 

How many End Users are impacted: 
Affected End User(s) Name(s): 
Affected End User(s) Phone Number(s): 
Affected End User(s) Blackberry Phone Number(s): 
Is the issue affecting multiple users for either a Bes or email issue? Y/N
	-If yes - Request the emails of some of the affected users(3-5) in order to assist SSC with Troubleshooting: 
	-If not provided, will affected user list, and emails, be provided at a later time?  Y/N

Affected End User(s) Email Address(es): 
Affected End User(s) user ID(s): 
Affected End User(s) Dept.: 
Are there multiple departments affected? 

SIM Card number: 
Affected End User(s) Network email User ID: 
iBES verified?  Y/N

Problem Description: 

Has troubleshooting been attempted by the End User, Partner Service Desk or any other support team?  If Yes provide a brief description, If No simply state N/A.
Description of what the End User(s) are unable to do: 
Description of what End User(s) can do: ( example do they have internet access, can they access google. etc)
When did the issue start: 
Is this for first time activation of the blackberry or setting up the email account on the blackberry? 
Has the BES10 been verified? 
Is the information accurate? 

Has the Blackberry been recycled (turned off and on)? 
If the End User is not receiving emails, have they ever received emails? 
If it was previously working, since when has it stopped? 
Has the End User’s network/email password been reset? 
	-If so, the email password on the blackberry must be manually updated to match. Has this been done? 

If emails or the calendar is not synchronizing from workstation email to blackberry, has the blackberry workspace been wiped and recreated? 
End Users Blackberry Model: 
End Users Blackberry Operating System Version: 


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