NOTE:
Unless otherwise noted, please select the appropriate closure code that applies to the area of Raiser's Edge that the client is working in or has questions about.  Descriptions are provided for those Subcategories that might require further explanation.  Please contact your Product Leads or Manager if you have questions about which code should be used.

Jump to Root Cause

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NOTE: Please ONLY select the Other subcategory as a last resort if there are no other options available.

CLOSURE CODES = What did the customer contact us about?
 
CATEGORYSUBCATEGORYDESCRIPTION
Donations  
 Form Create/EditCreating/editing donation pages and how to obtain/embed the JavaScript
 Performance StatsAny questions/errors/issues in regard to donation form performance statistics
 GivalancheAny questions/issues in regard to Givalanche with OLX donation forms
 Confirmation/eReceiptAny questions in regard to editing the confirmation email or issues with the confirmation email/eReceipt for Donation transactions not being received
 NotificationsQuestions in regard to how to receive notification emails/notification emails not being receive
 Linking TransactionsQuestions/errors/issues linking donation form transactions in the OLX plugin
 Processing TransactionsQuestions/errors/issues in regard to moving linked donation form transactions from the OLX plugin into Batch in RE
 Direct Debit TransactionsQuestions in regard to processing donation form transactions with the payment method Direct Debit
 Pledge/Recurring GiftQuestions in regard to processing donation form transactions with the gift type Pledge/Recurring Gift
Email  
 Email not sendingQuestions/issues in regard to OLX emails failing to leave Blackbaud's email servers
 Email not receivedQuestions/issues in regard to OLX emails not reaching recipients (NOTE: This should NOT be used for email deliverability issues outside of the Email marketing module in the OLX plugin and this should NOT be used for test emails)
 Test emails not receivedQuestions/issues in regard to test emails not reaching recipients (NOTE: This should NOT be used for email deliverability issues outside of the Email marketing module in the OLX plugin and this should NOT be used for live emails)
 Sign up formQuestions in regard to email sign ups
 Email listsQuestions/errors/issues with creating email lists in the OLX plugin
 Unusable emailsQuestions in regard to emails flagged as unusable in the OLX plugin
 Email Create/EditQuestions in regard to creating/editing OLX emails
 Email StatsQuestions in regard to the email performance statistics in the Email marketing module
Events Used for blackbaud.com issues ONLY. NOT for Sphere or NetCommunity websites.
 Form Create/EditCreating/editing event forms and how to obtain/embed the JavaScript
 Performance  StatsAny questions/errors/issues in regard to event form performance statistics
 everydayheroQuestions in regard to the everydayhero integration with OLX event forms
 Confirmation/eReceiptAny questions in regard to editing the confirmation email or issues with the confirmation email/eReceipt for Event transactions not being received.
 NotificationsQuestions in regard to how to receive notification emails/notification emails not being received
 Linking transactionsQuestions/errors/issues in regard to linking event form transactions in the OLX plugin
 Processing transactionsQuestions/errors/issues in regard to moving linked event form transactions from the OLX plugin into Batch in RE
 Direct Debit transactionsQuestions in regard to processing event form transactions with the payment method Direct Debit
 Pledge/Recurring GiftsQuestions in regard to processing event form transactions with the gift type Pledge/Recurring Gif
Memberships  
 Form Create/EditCreating/editing membership forms and how to obtain/embed the JavaScript
 Performance StatsAny questions/errors/issues in regard to membership form performance statistics
 Confirmation/eReceiptAny questions in regard to editing the confirmation email or issues with the confirmation email/eReceipt for Membership transactions not being received.
 NotificationsAny questions in regard to editing the confirmation email or issues with the confirmation email/eReceipt not being received
 Linking TransactionsQuestions/errors/issues in regard to linking membership form transactions in the OLX plugi
 Processing TransactionsQuestions/errors/issues in regard to moving linked membership form transactions from the OLX plugin into Batch in RE
 Direct Debit TransactionsQuestions in regard to processing membership transactions with the payment method Direct Debit
 Pledge/Recurring GiftsQuestions in regard to processing membership form transactions with the gift type Pledge/Recurring Gift
 Magic LinksAny questions regarding Magic Links with membership forms
Account  
 Subscription InformationQuestions in regard to the customer’s OLX subscription
 Primary contact informationQuestions in regard to primary contact info in the OLX plugin
 Organization infoQuestions in regard to the organization information in the OLX plugin
 Email notificationsQuestions in regard to adding users to be notified of OLX updates/transactions
 Integration optionsQuestions in regard to the Integration Options function in the OLX plu
 Receipt optionsQuestions in regard to the configuration of Receipts
Other  
 Installing OLXAny questions relating to downloading Online Express from the website or installing/upgrading the Online Express plugin (NOTE: This does NOT include provisioning OLX)
 Provisioning OLXAny questions in regard to signing up/provisioning Online Express (NOTE: This does NOT include installing OLX)
 BBPS/BBMSAny questions in regard to configuring BBPS/BBMS with OLX, form errors caused by BBPS/BBMS
 Performance/TimeoutAny questions/reports of performance degradation within the OLX plugin
 Form DisplayDisplay issues/errors for any form type
 SSLAny questions regarding form security on the customer's website/SSL Certificate-related questions

ROOT CAUSE = What caused it?
 
ROOT CAUSEDESCRIPTION
Advanced IssueThe client contacted Support for assistance with a complex issue, which would not likely be addressed by any training course or existing documentation due to the very specific nature of the request
BugThe issue that the client reported was a bug in the product. The case should be linked to a Bug solution in KB, have a bug number populated on the CQ Info tab, and only closed when a fix becomes available, or otherwise directed by PD.
HostingThe client was contacting Support regarding a Hosting-specific issue.
How ToIf the client contacted Support for a How To question that may have potentially been avoided by Blackbaud-provided training
Install/TechIf the issue was very technical in nature (having to do with the client's specific environment), or was a request for assistance installing/updating the product
SuggestionThe functionality being requested is not currently (and has never been) available in the product, and is being suggested as a new or additional feature.  Should be accompanied by a Resolution Code of Idea Bank/Alt. Solution.
RESOLUTION CODE = How did we resolve it?
 
RESOLUTION CODEDESCRIPTION
Client ResolvedThe client resolved the issue on their own, without any actual assistance from Support
Idea Bank/Alt. SolutionThis should correspond with the Root Cause of SuggestionFor any Suggestion cases, clients should be directed to the User Voice, and/or an alternate solution should be provided
KB/User Guide/Help FilesThe client was provided with existing documentation in order to resolve their issue. This should most often correspond with the Root Cause of How To (use with other Root Causes are acceptable if the situation warrants it). Bug and Suggestion Root Causes should never be used along with this Resolution Code.
Patch FixThe Root Cause was Bug, and the issue was resolved by a patch
Plugin/UtilA Plugin or Utility was provided to the client to resolve their issue
Release FixThe Root Cause was Bug, and the issue was resolved in an actual RE release (ex: resolved in version 7.93)
Script FixThe issue was fixed by a Script. 
SupportalThe issue was fixed by utilizing the Supportal 
System Reqs/CompatibilityComplying by the System Requirements is the resolution to the issue
Walk-ThroughUse if existing documentation could not have resolved the issue for this particular client, and a walk-through of the resolution was required
Will Not AddressThe Root Cause was Bug, and the bug has officially been returned by PD as Will Not Address

COMMON EXAMPLES

Issue: A user calls in and experiences a loading bar screen when they attempt to open/edit any of their forms or email drafts
Category: Other
Subcategory: Performance/Timeout
Root Cause: But
Resolution Code: Plugin/Util

Issue: A user calls in because one of the notification recipients is not receiving donation notification emails
Category: Donations
Subcategory: Notifications
Root Cause: Advanced Issue
Resolution Code: Supportal

Issue: A user calls in saying a donor made a Direct Debit transaction on their OLX membership form, but they never received the money. You walk the user through the process of how to handle direct debit transactions from Online Express forms.
Category: Memberships
Subcategory: Direct Debit Transactions
Root Cause: How To
Resolution Code: Walk-Through

Issue: A user calls in stating the number of query results is more than the number of recipients in their email list in OLX. You provide the user with a Knowledgebase article regarding how email lists determine which recoreds should be considered recipients.
Category: Email
Subcategory: Email lists
Root Cause: How To
Resolution Code: KB/User Guide/Help Files

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