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

MANUAL FILE UPLOAD


· Site Name:
· Site URL:
· Date and time to load customization: <Exact Time Window>
· Customization located: <FTP location of customization if not attached to case>
· Path where to load customization:  <Path i.e. <\\Vroot\>....>
· Special instructions (if any):  <INSTRUCTIONS>
· Tested in STAG \ TEST \ DEV: <Case#>
· Additional Comments:
 

Manual SQL Script Request

 

Script Validation: Tested on STAG \ TEST \ DEV <Case#>
Script Runtime: Estimated time on how long the script will take to run.
Script Location: FTP location of customization if not attached to case
Target Database Server: (Login to CRM > Welcome > About Blackbaud CRM)
Site Name:
Target Environment: PROD\STAG \ TEST \ DEV
Site URL:
Date and Time to run script: <Exact Time Window>

 

BACKUP OF DATABASE:


· Site Name:
· Environment: Production
· CRM URL:
· Can backup be taken anytime:
· Backup Date\Time Window:
· FTP Information @ ftp1.blackbaud.com
· Username:
· Password:
· Backup Request Email Contact:
Link to Hosting authorization form

· Additional Comments:
 

REFRESHING A DATABASE:


· 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)
 

PATCH OR SERVICE PACK:


                                                               
· {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

Site URL: 

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 Update Web.Config Files

*Web.config changes will recycle app pools (kick all users out and terminate running business processes).  
*The case must clearly state the desired deployment date and time for the customer 
*Ensure you deliver all times and dates in US EST  
* This template is for any web.config change within the AppSettings section only 

* Any change to the web.config not within the AppSettings table could impact all sites on the server and will require full review prior to approval 

* If a web.config is provided to replace an existing web.config, the subcase must identify the changes within the new web.config file 
 
Site Name:  
Site URL:  (-REQUIRED-) 
Datacenter: (Boston, OC, Sydney, EU)  
Environment Name: (Production, Stage, Custom, Dev, Test…)  
CRM or BBIS: (-REQUIRED-)  
If Change is to Prod was this tested in Non-Prod? (Yes or No) (-REQUIRED-) 
Section in Web.Config to update/add/delete:  (-REQUIRED-) 
Requested Value to Change: (-REQUIRED-) 



 

How to update a name for CRM


· 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


· 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
 

Grant access to CRM reporting services/SSRS URL


Request: Grant access to CRM reporting services/SSRS URL
Target Site: SITEID
Target Environment: PROD\STAG \ TEST \ DEV
Target CRM URL: Full Site URL
Domain Account: Cannot be SSO account \ must be blackbaudhost domain account

 
NOTES:
  • Having a customization uploaded WILL CAUSE THE APPLICATION POOL TO RECYCLE and drop any 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