{"id":49185,"date":"2011-09-19T10:26:13","date_gmt":"2011-09-19T14:26:13","guid":{"rendered":"http:\/\/www.bu.edu\/tech\/?page_id=49185"},"modified":"2025-09-10T09:32:11","modified_gmt":"2025-09-10T13:32:11","slug":"notifications","status":"publish","type":"page","link":"https:\/\/www.bu.edu\/tech\/about\/service\/incident-management\/managing-tickets\/notifications\/","title":{"rendered":"Notifications"},"content":{"rendered":"<div>\n<h3>Guiding Principles<\/h3>\n<ul>\n<li>Notifications need to be short, concise, and clear.<\/li>\n<li>These notifications are automated responses. Therefore, they should be formal and not appear as though they were written by an individual.<\/li>\n<li>To eliminate possible confusion, the automated receipt should have a different tone than the messages written by support staff.<\/li>\n<li>We should have only one receipt\/arrival notification regardless of whether client emails in, submits via TechWeb, walks in, calls in, or has on-site staff create a ticket for them. Instead of saying something like, &#8220;Thank you for contacting us,&#8221; we should use, &#8221; We are acknowledging receipt of your ticket.&#8221;<\/li>\n<li>Consistent format for notifications both internal and external. With more consistent notifications, it&#8217;s easier to see exactly what the client sees when they call in to ask a question. In addition, staff using ServiceNow are oftentimes clients as well.<\/li>\n<li>Notifications must be viewable and useful on many device types with different character limits on subject lines. Notifications will not have HTML or images embedded in them.<\/li>\n<\/ul>\n<h3>Samples<\/h3>\n<\/div>\n<ul>\n<li><a href=\"https:\/\/www.bu.edu\/tech\/about\/service\/incident-management\/managing-tickets\/notifications\/arrival\/\">Arrival<\/a><\/li>\n<li><a href=\"https:\/\/www.bu.edu\/tech\/about\/service\/incident-management\/managing-tickets\/notifications\/updated\/\">Updated<\/a><\/li>\n<li><a href=\"https:\/\/www.bu.edu\/tech\/about\/service\/incident-management\/managing-tickets\/notifications\/resolved\/\">Resolved<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Guiding Principles Notifications need to be short, concise, and clear. These notifications are automated responses. Therefore, they should be formal and not appear as though they were written by an individual. To eliminate possible confusion, the automated receipt should have a different tone than the messages written by support staff. We should have only one&#8230;<\/p>\n","protected":false},"author":1303,"featured_media":0,"parent":46353,"menu_order":6,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/49185"}],"collection":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/users\/1303"}],"replies":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/comments?post=49185"}],"version-history":[{"count":16,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/49185\/revisions"}],"predecessor-version":[{"id":77975,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/49185\/revisions\/77975"}],"up":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/46353"}],"wp:attachment":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/media?parent=49185"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}