{"id":49221,"date":"2011-09-19T11:51:09","date_gmt":"2011-09-19T15:51:09","guid":{"rendered":"http:\/\/www.bu.edu\/tech\/?page_id=49221"},"modified":"2013-05-20T10:51:01","modified_gmt":"2013-05-20T14:51:01","slug":"updated","status":"publish","type":"page","link":"https:\/\/www.bu.edu\/tech\/about\/service\/incident-management\/managing-tickets\/notifications\/updated\/","title":{"rendered":"Notifications &#8211; Updated"},"content":{"rendered":"<p>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.<\/p>\n<p>For example:<\/p>\n<ul>\n<li>If an <strong>Internal Note<\/strong> was entered, only the text from the Internal Note field will be sent with the notification.<\/li>\n<li>If only a <strong>Client Communication<\/strong> was updated, only the text from the Client Communication will be sent with the notification.<\/li>\n<li>If both<strong> Internal Note<\/strong> and <strong>Client Communication<\/strong> are entered, both pieces of text will be sent in one notification.<\/li>\n<\/ul>\n<p><em>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.<\/em><\/p>\n<div class=\"bu_collapsible_container \" aria-live=\"polite\" data-customize-animation=\"false\"><h4 class=\"bu_collapsible\" aria-expanded=\"false\"tabindex=\"0\" role=\"button\">To the Client (BU community)<\/h4><div class=\"bu_collapsible_section\" style=\"display: none;\"><\/p>\n<h4>Subject<\/h4>\n<p>INC11023456: Updated \u2013 My Blackboard site is unavailable.<\/p>\n<h4>Body<\/h4>\n<p>Your ticket has been <strong>updated<\/strong>.  You may <a href=\"https:\/\/bu.service-now.com\/tech\/tech_incident.do?uri=incident.do?sys_id=${sys_id}%26sysparm_view=ess\">log in to track, view, or update your ticket<\/a>, or you may reply directly to this message.<\/p>\n<p><strong>Communication<\/strong>(Only the most recent change is provided below.)<\/p>\n<hr \/>\n<p><strong>2011-09-16 10:03:06 EDT &#8211; Specialist, Support <\/strong>Client communication<br \/>\nDear Professor,<\/p>\n<p>Your Blackboard 8 course site was still set to be unavailable to students. To make sure your students have immediate access, we have made your course site available. You can change this setting whenever you&#8217;d like by going to the Settings screen available from the Course Options section of your Control Panel.<\/p>\n<p>Please let us know if you have any questions,<\/p>\n<p>Support<\/p>\n<hr \/>\n<p><a href=\"https:\/\/bu.service-now.com\/tech\/tech_incident.do?uri=incident.do?sys_id=${sys_id}%26sysparm_view=ess\"><strong>INC11023456<\/strong><\/a>: My Blackboard site is unavailable.<\/p>\n<p><strong>Description<\/strong>:<br \/>\nMy students have told me that they are unable to view my rh102 Blackboard 8 site. Could you tell me why they\u2019re unable to view the course?<\/p>\n<p>Thanks.<\/p>\n<hr \/>\n<p>IT Help Center<br \/>\nInformation Services &amp; Technology<br \/>\nBoston University<br \/>\n617-353-HELP (4357)<\/p>\n<p><\/div>\n<\/div>\n\n<div class=\"bu_collapsible_container \" aria-live=\"polite\" data-customize-animation=\"false\"><h4 class=\"bu_collapsible\" aria-expanded=\"false\"tabindex=\"0\" role=\"button\">To the Client (non-BU community)<\/h4><div class=\"bu_collapsible_section\" style=\"display: none;\"><\/p>\n<h4>Subject<\/h4>\n<p>INC11023456: Updated \u2013 My Blackboard site is unavailable.<\/p>\n<h4>Body<\/h4>\n<p>Your ticket has been <strong>updated<\/strong>. You may reply directly to this message to provide additional information.<\/p>\n<p><strong>Communication<\/strong><\/p>\n<hr \/>\n<p><strong>2011-09-16 08:03:06 EDT &#8211; Specialist, Support <\/strong>Client communication<br \/>\nDear Professor,<\/p>\n<p>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&#8217;d like by going to the Settings screen available from the Course Options section of your Control Panel.<\/p>\n<p>Please let us know if you have any questions,<\/p>\n<p>-Support<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Previous<\/strong> <strong>Communication <\/strong><\/p>\n<hr \/>\n<p><strong>2011-09-15 12:45:07 EDT &#8211; Professor, Casey <\/strong>Client communication<\/p>\n<p>The full course id is 10fallcgsrh102_a1.<\/p>\n<hr \/>\n<p><strong>2011-09-15 10:13:02 EDT &#8211; Specialist, Support <\/strong>Client communication<br \/>\nDear Professor,<\/p>\n<p>Could you provide the full course ID?<\/p>\n<p>Thanks very much,<\/p>\n<p>-Support<\/p>\n<hr \/>\n<p><strong>INC11023456<\/strong>: My Blackboard site is unavailable.<\/p>\n<p><strong>Description<\/strong>:<br \/>\nMy students have told me that they are unable to view my rh102 Blackboard 8 site. Could you tell me why they\u2019re unable to view the course?<\/p>\n<p>Thanks.<\/p>\n<hr \/>\n<p>IT Help Center<br \/>\nInformation Services &amp; Technology<br \/>\nBoston University<br \/>\n617-353-HELP (4357)<br \/>\n<\/div>\n<\/div>\n\n<div class=\"bu_collapsible_container \" aria-live=\"polite\" data-customize-animation=\"false\"><h4 class=\"bu_collapsible\" aria-expanded=\"false\"tabindex=\"0\" role=\"button\">To the Assignee<\/h4><div class=\"bu_collapsible_section\" style=\"display: none;\"><\/p>\n<h4>Subject<\/h4>\n<p>INC11023456: Updated \u2013 msprof@bu.edu &#8211; My Blackboard site is unavailable.<\/p>\n<h4>Body<\/h4>\n<p>A ticket assigned to you has been <strong>updated<\/strong>. You may <a href=\"https:\/\/bu.service-now.com\/nav_to.do?uri=incident.do?sys_id=${sys_id}\">log in to track, view, or update the ticket<\/a>.<\/p>\n<p><strong>Internal notes<\/strong>:<\/p>\n<hr \/>\n<p><strong>2011-09-16 08:03:06 EDT &#8211; Specialist, Support <\/strong>Internal notes<br \/>\nOriginally called department to leave a message, but the professor will be out of the office all week.<\/p>\n<p>-Support<\/p>\n<p><strong>Most recent communication<\/strong>:<\/p>\n<hr \/>\n<p><strong>2011-09-16 08:03:06 EDT &#8211; Specialist, Support <\/strong>Client communication<br \/>\nDear Professor,<\/p>\n<p>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&#8217;d like by going to the Settings screen available from the Course Options section of your Control Panel.<\/p>\n<p>Please let us know if you have any questions,<\/p>\n<p>-Support<\/p>\n<hr \/>\n<p><strong>Number<\/strong>: INC11023456<br \/>\n<strong>Client<\/strong>: msprof<br \/>\n<strong>Client Department<\/strong>: College of General Studies<br \/>\n<strong>VIP<\/strong>: false<\/p>\n<p><strong>Short Description<\/strong>: My Blackboard site is unavailable.<br \/>\n<\/div>\n<\/div>\n\n<div class=\"bu_collapsible_container \" aria-live=\"polite\" data-customize-animation=\"false\"><h4 class=\"bu_collapsible\" aria-expanded=\"false\"tabindex=\"0\" role=\"button\">To the External Watch List<\/h4><div class=\"bu_collapsible_section\" style=\"display: none;\"><\/p>\n<h4>Subject<\/h4>\n<p>INC11023456: Updated \u2013 msprof@bu.edu &#8211; My Blackboard site is unavailable.<\/p>\n<h4>Body<\/h4>\n<p>A ticket you are watching has been <strong>updated<\/strong>.  You may reply directly to this message to provide additional information.<\/p>\n<p><strong>Communication<\/strong><\/p>\n<hr \/>\n<p><strong>2011-09-16 08:03:06 EDT &#8211; Specialist, Support <\/strong>Client communication<br \/>\nDear Professor,<\/p>\n<p>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&#8217;d like by going to the Settings screen available from the Course Options section of your Control Panel.<\/p>\n<p>Please let us know if you have any questions,<\/p>\n<p>-Support<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Previous<\/strong> <strong>Communication<\/strong><\/p>\n<hr \/>\n<p><strong>2011-09-15 12:45:07 EDT &#8211; Professor, Casey <\/strong>Client communication<\/p>\n<p>The full course id is 10fallcgsrh102_a1.<\/p>\n<hr \/>\n<p><strong>2011-09-15 10:13:02 EDT &#8211; Specialist, Support <\/strong>Client communication<br \/>\nDear Professor,<\/p>\n<p>Could you provide the full course ID?<\/p>\n<p>Thanks very much,<\/p>\n<p>-Support<\/p>\n<hr \/>\n<p><strong>INC11023456<\/strong>: My Blackboard site is unavailable.<\/p>\n<p><strong>Description<\/strong>:<br \/>\nMy students have told me that they are unable to view my rh102 Blackboard 8 site. Could you tell me why they\u2019re unable to view the course?<\/p>\n<p>Thanks.<\/p>\n<hr \/>\n<p>IT Help Center<br \/>\nInformation Services &amp; Technology<br \/>\nBoston University<br \/>\n617-353-HELP (4357)<br \/>\n<\/div>\n<\/div>\n\n<div class=\"bu_collapsible_container \" aria-live=\"polite\" data-customize-animation=\"false\"><h4 class=\"bu_collapsible\" aria-expanded=\"false\"tabindex=\"0\" role=\"button\">To the Internal Watch List<\/h4><div class=\"bu_collapsible_section\" style=\"display: none;\"><\/p>\n<h4>Subject<\/h4>\n<p>INC11023456: Updated \u2013 msprof@bu.edu &#8211; My Blackboard site is unavailable.<\/p>\n<h4>Body<\/h4>\n<p>A ticket you are watching has been <strong>updated<\/strong>. You may <a href=\"https:\/\/bu.service-now.com\/nav_to.do?uri=incident.do?sys_id=${sys_id}\">log in to track, view, or update the ticket<\/a>.<\/p>\n<p><strong>Most Recent Internal note<\/strong>:<\/p>\n<hr \/>\n<p><strong>2011-09-16 08:03:06 EDT &#8211; Specialist, Support <\/strong>Internal notes<br \/>\nOriginally called department to leave a message, but the professor will be out of the office all week.<\/p>\n<p>-Support<\/p>\n<p><strong>Most recent communication<\/strong>:<\/p>\n<hr \/>\n<p><strong>2011-09-16 08:03:06 EDT &#8211; Specialist, Support <\/strong>Client communication<br \/>\nDear Professor,<\/p>\n<p>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&#8217;d like by going to the Settings screen available from the Course Options section of your Control Panel.<\/p>\n<p>Please let us know if you have any questions,<\/p>\n<p>-Support<\/p>\n<hr \/>\n<p><strong>Number<\/strong>: INC11023456<br \/>\n<strong>Client<\/strong>: msprof<br \/>\n<strong>Client Department<\/strong>: College of General Studies<br \/>\n<strong>VIP<\/strong>: false<\/p>\n<p><strong>Short Description<\/strong>: My Blackboard site is unavailable.<br \/>\n<\/div>\n<\/div>\n\n","protected":false},"excerpt":{"rendered":"<p>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&#8230;<\/p>\n","protected":false},"author":1303,"featured_media":0,"parent":49185,"menu_order":2,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/49221"}],"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=49221"}],"version-history":[{"count":13,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/49221\/revisions"}],"predecessor-version":[{"id":66793,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/49221\/revisions\/66793"}],"up":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/49185"}],"wp:attachment":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/media?parent=49221"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}