Please create a Customer Support case filling out the appropriate template from the below template list:

MANUAL FILE UPLOAD

Case Title: Datacenter\Product\Environment\Action Date @ Time EST\ File Upload
Class: Hosting - Customize\Plugin
Subcase Type: General
Severity: Problem \ Critical + Explanation in Notes
Commit D\T: Set for the desired start date and time
 
Minimum Required Information in Notes
· Site Name:
· Site URL:
· Date and time to load customization: <Exact Time Window>
· Customization located: <Network Path location>
· Path where to load customization:  <Path i.e. <\\Vroot\>....>
· Special instructions (if any):  <INSTRUCTIONS>
· Tested in STAG \ TEST \ DEV: <Case#>
· Additional Comments:
 
BACKUP OF DATABASE:
Case Title: Datacenter\Product\Environment\Action Date @ Time EST\DB Backup
Class: Hosting - Backup\Recovery
Subcase Type: General
Severity: Problem \ Critical + Explanation in Notes
Commit D\T: Set for the desired start date and time
 
Minimum Required Information in Notes
· Site Name:
· Environment: Production
· CRM URL:
· Can backup be taken anytime:
· Backup Date\Time Window:
· FTP Information @ ftp1.blackbaud.com
· Username:
· Password:
(if this information is not provided please login as a client on blackbaud.com for this)

· Backup Request Email Contact:
Link to Hosting authorization form

· Additional Comments:
 
REFRESHING A DATABASE:
Case Title: Datacenter\Product\Environment\Action Date @ Time EST\Site Refresh
Class: Hosting - DB Refresh
Subcase Type: General
Severity: Problem \ Critical + Explanation in Notes
Commit D\T: Set for the desired start date and time
 
Minimum Required Information in Notes:
· Source DB: Network location \ New backup of Production
· Site Name:
· Source Environment:
· CRM URL:
· Date \ Time EST of new backup:
 
· Site to refresh {Product\Environment}
· Start the refresh at {Action Date @ Time EST}
                                          
Sanity-check site \ post refresh checks:
· LOGIN \ REPORTS \ SEARCH CONSITUENTS \ OU \ PRODUCT FLAGS
 
Please check BBIS TestConfig.aspx for any errors and address if present.
· BBIS \ testconfig.aspx

· Additional Comments: (special requests)
*** SAMPLES ***
· Copy customization from PROD
· Assign User Mapping Database Roles
 
PATCH OR SERVICE PACK:
Case Title: Datacenter\Product\Environment\Action Date @ Time EST\Site Patch
Class: Hosting - Patching
Subcase Type: General
Severity: Problem \ Critical + Explanation in Notes 
Commit D\T: Set for the desired start date and time
 
Minimum Required Information in Notes:                                                                   
· {Product\Environment} site upgraded to {Version\Patch\SP}
· Start the installation at {Action Date @ Time EST}
 
· Current Version: X.X.X
· Expected Version after upgrade: X.X.X
 
Sanity-check site \ post patch checks:
· LOGIN \ REPORTS \ SEARCH CONSITUENTS \ OU \ PRODUCT FLAGS
 
Check BBIS TestConfig.aspx for any errors and address if present.
· BBIS  \testconfig.aspx
 
· Additional Comments: (special requests)
*** SAMPLES ***
· Grant permissions to upload customizations through the front end
· Copy customization from PROD
· Test SSO
· Change Font
· Upload custom logo

How to Retrieve Web.Config Files
Case Title: Datacenter\Product\Environment\ASAP\ APP Web.Config
Class: Hosting - Customize
Subcase Type: General
Severity: Problem \ Critical + Explanation in Notes
Commit D\T: Set for the desired start date and time
 
Minimum Required Information in Notes
· Site Name:
· Site URL:
· Datacenter: (Boston, OC, Sydney, EU)
· Environment Name: (Production, Stage, Custom, Dev, Test…)
· Request: Retrieve Web.Config Files
 
*** Please note that the OC nor Prod Ops will make code changes.
*** This request will result in the OC providing the web.config files for you to review or change.                             
*** If you want code changed web.config files uploaded to the server please file a new subcase with the exact time window to make the swap as the App Pools will recycle.
*** Template for web.Config File Upload, see MANUAL FILE UPLOAD template KB 54678


How to update a name for CRM
Case Title: Datacenter\BBEC\(Prod,Stage,Test,Dev)\ASAP or Date @ Time EST\ CRM Name Update
Class: Hosting - Admin
Subcase Type: General
Severity: Problem \ Critical + Explanation in Notes
Commit D\T: Set for the desired start date and time
 
Minimum Required Information in Notes
· Site Name:
· Site URL:
· Date-Time Change Name: <Exact Time Window or ASAP>
· Request Update Active Directory
· Request Update APPUSER Table (USERNAME \ DISPLAYNAME)
 
Old BCRM Username:  (Pre-name change)
New BCRM Username:  (Post-name change)

 
How to Retrieve Application Event Logs
Case Title: Datacenter\Product\Environment\ASAP\ APP Event Log
Class: Hosting - Logs
Subcase Type: General
Severity: Problem \ Critical + Explanation in Notes
Commit D\T: Set for the desired start date and time
 
Minimum Required Information in Notes
· Site Name:
· Site URL:
· Datacenter: (Boston, OC, Sydney, EU)
· Timeframe: DATE thru DATE
· Request: Retrieve Application Event Logs
***Event logs are pulled in full days- OC pulls logs for BBEC,BBIS,Report automatically with this template



NOTE:
  • Having a customization uploaded WILL CAUSE THE APPLICATION POOL TO RECYCLE and drop and front-end business processes running. Please inform your staff prior to having customizations loaded.
  • If this is being loaded into production, we need verification that it was tested in a non-production environment. If it has not been loaded and tested in non-production environment, please provide an explanation why this was not loaded so Research Development & Operations (RDO) can review possible effect on your production environment.Please ensure all customizations are first loaded and tested in the Staging environment before having them loaded in the Production database.
  • Blackbaud Hosting Services requires a minimum of two business days to perform service requests not directly related to supporting the application in the production environment. A service request includes, but is not limited to, the following:
    • Patch installations
    • Environment/Database refreshes (production, staging or otherwise)
    • Executing SQL scripts
    • Implementing or editing customizations