The notifications sent to Internal users of the system (Assignee, Internal Watch List) have been updated with more sophisticated logic. Each notification that is triggered will only have the communication that was entered into the ticket at the time of save.
For example:
- If an Internal Note was entered, only the text from the Internal Note field will be sent with the notification.
- If only a Client Communication was updated, only the text from the Client Communication will be sent with the notification.
- If both Internal Note and Client Communication are entered, both pieces of text will be sent in one notification.
These tickets are fabricated and therefore links to ServiceNow will not lead directly to the ticket. Test and production copies of notifications in ServiceNow will send active links to real ticket data.
To the Client (BU community)
Subject
INC11023456: Updated – My Blackboard site is unavailable.
Body
Your ticket has been updated. You may log in to track, view, or update your ticket, or you may reply directly to this message.
Communication(Only the most recent change is provided below.)
2011-09-16 10:03:06 EDT – Specialist, Support Client communication
Dear Professor,
Your Blackboard 8 course site was still set to be unavailable to students. To make sure your students have immediate access, we have made your course site available. You can change this setting whenever you’d like by going to the Settings screen available from the Course Options section of your Control Panel.
Please let us know if you have any questions,
Support
INC11023456: My Blackboard site is unavailable.
Description:
My students have told me that they are unable to view my rh102 Blackboard 8 site. Could you tell me why they’re unable to view the course?
Thanks.
IT Help Center
Information Services & Technology
Boston University
617-353-HELP (4357)
To the Client (non-BU community)
Subject
INC11023456: Updated – My Blackboard site is unavailable.
Body
Your ticket has been updated. You may reply directly to this message to provide additional information.
Communication
2011-09-16 08:03:06 EDT – Specialist, Support Client communication
Dear Professor,
Your Blackboard 8 course site was still set to be unavailable to students. To make sure your students have immediate access, we have made your course site available. You can change this setting whenever you’d like by going to the Settings screen available from the Course Options section of your Control Panel.
Please let us know if you have any questions,
-Support
Previous Communication
2011-09-15 12:45:07 EDT – Professor, Casey Client communication
The full course id is 10fallcgsrh102_a1.
2011-09-15 10:13:02 EDT – Specialist, Support Client communication
Dear Professor,
Could you provide the full course ID?
Thanks very much,
-Support
INC11023456: My Blackboard site is unavailable.
Description:
My students have told me that they are unable to view my rh102 Blackboard 8 site. Could you tell me why they’re unable to view the course?
Thanks.
IT Help Center
Information Services & Technology
Boston University
617-353-HELP (4357)
To the Assignee
Subject
INC11023456: Updated – msprof@bu.edu – My Blackboard site is unavailable.
Body
A ticket assigned to you has been updated. You may log in to track, view, or update the ticket.
Internal notes:
2011-09-16 08:03:06 EDT – Specialist, Support Internal notes
Originally called department to leave a message, but the professor will be out of the office all week.
-Support
Most recent communication:
2011-09-16 08:03:06 EDT – Specialist, Support Client communication
Dear Professor,
Your Blackboard 8 course site was still set to be unavailable to students. To make sure your students have immediate access, we have made your course site available. You can change this setting whenever you’d like by going to the Settings screen available from the Course Options section of your Control Panel.
Please let us know if you have any questions,
-Support
Number: INC11023456
Client: msprof
Client Department: College of General Studies
VIP: false
Short Description: My Blackboard site is unavailable.
To the External Watch List
Subject
INC11023456: Updated – msprof@bu.edu – My Blackboard site is unavailable.
Body
A ticket you are watching has been updated. You may reply directly to this message to provide additional information.
Communication
2011-09-16 08:03:06 EDT – Specialist, Support Client communication
Dear Professor,
Your Blackboard 8 course site was still set to be unavailable to students. To make sure your students have immediate access, we have made your course site available. You can change this setting whenever you’d like by going to the Settings screen available from the Course Options section of your Control Panel.
Please let us know if you have any questions,
-Support
Previous Communication
2011-09-15 12:45:07 EDT – Professor, Casey Client communication
The full course id is 10fallcgsrh102_a1.
2011-09-15 10:13:02 EDT – Specialist, Support Client communication
Dear Professor,
Could you provide the full course ID?
Thanks very much,
-Support
INC11023456: My Blackboard site is unavailable.
Description:
My students have told me that they are unable to view my rh102 Blackboard 8 site. Could you tell me why they’re unable to view the course?
Thanks.
IT Help Center
Information Services & Technology
Boston University
617-353-HELP (4357)
To the Internal Watch List
Subject
INC11023456: Updated – msprof@bu.edu – My Blackboard site is unavailable.
Body
A ticket you are watching has been updated. You may log in to track, view, or update the ticket.
Most Recent Internal note:
2011-09-16 08:03:06 EDT – Specialist, Support Internal notes
Originally called department to leave a message, but the professor will be out of the office all week.
-Support
Most recent communication:
2011-09-16 08:03:06 EDT – Specialist, Support Client communication
Dear Professor,
Your Blackboard 8 course site was still set to be unavailable to students. To make sure your students have immediate access, we have made your course site available. You can change this setting whenever you’d like by going to the Settings screen available from the Course Options section of your Control Panel.
Please let us know if you have any questions,
-Support
Number: INC11023456
Client: msprof
Client Department: College of General Studies
VIP: false
Short Description: My Blackboard site is unavailable.