When creating a case on error messages in the application, please include the following information:
- What is the case priority (Problem, Critical, Down)?
- Is the issue time sensitive?
- Does this occur in the test environment, production, or both (If applicable)?
- Is this a Blackbaud Customization?
- Is this a customization built by your organization?
- What is the specific error message?
- Are you able to reproduce the error? If so, what are the steps to duplicate the error?
- Are all users experiencing the error? If no, then on the machine reporting the issue, can you duplicate with an administrator?
- If the issue is with word merge process, please provide the Office version.
- What steps have been taken to troubleshoot the error?
Please provide any other helpful information.
NOTE: This list is a starting point. Follow-up questions may be necessary.