Reporter Name: 
Reporter Phone: 
Partner Service Desk Ticket number: 
End User (EU) Name: 
EU BB Phone number: 
SIM Card number: 
EU Email Address: 
EU Network email User ID: 
iBES / AD account verified?  Y/N
Dept.: 
Location: 
System/Configuration Item: 
Error message: 
What TROUBLESHOOTING has been done on the Partner Service Desk`s side (step taken): 

Problem description: 

Is this a first time activating 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 EU is not receiving emails, have they ever received emails? 
If it was previously working, since when has it stopped? 
Has the EUs network/email password been reset? 
	<If YES, the email password on the blackberry must be manually updated to match.>
If emails or the calendar is not synchronizing from workstation email to blackberry, has the blackberry workspace been wiped and recreated? 
EU BB Model: 
EU BB OS Version: 

** IF IMPACTING MORE THAN 1 USER, use the following: **

Who will we contact to confirm resolution (including after hours)? 
How many users are impacted? 
Where are the end users located? 
What are the end users unable to do? 
Since when has the problem been ongoing? 


Which database is the client trying to log to: 
What Object/Action is being performed (e.g. Accounts Payable/Save As)? 
What language is being used in CDFS (English or French)? 
Is the action being performed using the Web Version (via URL) or Standard Version (blue screens)? 
If using the Web Version: 
What Operating System and Language is being used (e.g. Windows 2000 English)? 
What Browser, Version and Language are being used (e.g. Internet Explorer - Firefox?) 

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