Last night I read Uncle Bill’s Christmas letter. He mailed it, but he apparently doesn’t have my postal address so I got the electronic version. Woohoo! His letter recaps the year for his family. Do any of you have such a tradition? Or a family member who does? Oddly my blog doesn’t provide much basis…
For the term starting Jan 7, we have students who need to be directed to the new Vista system (v8). By standard practice, students also have access to the previous term a few weeks into the new term, let’s say Feb 23. So we’ll need to ensure some access to the old Vista system (v3).…
17. What is the single most important thing Blackboard can do to create a better client experience for your institution? Provide successful workarounds or bug fixes to the identified issues in a timely manner. A timely manner means within 5 days to the user and 180 days to me. By the end of 5 days,…
I find it interesting how people take suggested workarounds for solving a problem as me loading on them additional responsibility. They wanted a solution in the form of a code fix from a vendor who no longer provides code fixes to this version (and takes up to a year to provide them in the current…
Problem: The “Restrict access after this date” function affects all students and auditors without individual exceptions. In reality, universities need to grant individual exceptions for Incomplete grades, grade challenges, or other special cases. Solution: A Section Instructor could select all the students except the one who needs access and Deny access to them. Then the…
So I wanted to open a support ticket. However, in thinking about what I can ask for the company to do arrayed against what they are willing to offer for support, I realized… I am not going to get a resoultion for the ticket. It is functioning as designed. They are just going to tell…
I just read: Clients are receiving responses to and closures of long-outstanding tickets. In the past quarter we’ve reduced the number of outstanding tickets by 15% (1500 tickets). We closed several tickets because it was decided no resolution was ever going to be provided after the ticket was open for 6 months without the tier…
Blackboard implemented a ranking system to determine the priority of support tickets. This effort uses criteria like the age and recency of updates to ensure the attention of Technical Support Managers. Certainly this initiative is due to continuing customer complaints about languishing tickets. Last spring we saw a similar push to fix support. We have…