Have you raised these issues with Sue Gould (UK account manager)? Has that
helped? Every time I see her she asks that we raise these types of issues
with her, as appropriate.

She may well be able to identify patterns in type of ticket not dealt with,
or specific people who are not performing as they should.

Richard Hall.

-----Original Message-----
From: Palmer, Neal [mailto:[log in to unmask]]
Sent: 20 May 2005 15:35
To: [log in to unmask]
Subject: Re: Bb tickets - is it just me?

Hi,

We've had some nightmares with tickets being passed to 'Washington'. I
don't know how many times I've had to go through the whole background to
a problem to a second support person who then comes back and tells me
the same thing the first person told me a month previously. Issues both
support persons would know all about if they read the call notes.

Luckily we havent had any... Well I don't want to say it... Suffice to
say I havent had to speak to BB recently.

:)

Neal

-----Original Message-----
From: Papachristou L. [mailto:[log in to unmask]]
Sent: 20 May 2005 15:18
To: [log in to unmask]
Subject: Bb tickets - is it just me?

Hello everyone,

OK, I am sure I am not the only one who has thought of this, but was
wondering if we can perhaps bring our forces together to get some
serious changes under way...

The whole Behind Blackboard ticketing process appears to me to have two
major hickups:
- it's not so customer-service friendly in my humble opinion anyway -
just the process is very time consuming and
- not a very good example of resource management:

Instructor reports issue/recommends an enhancement to the Blackboard
administrator

Then

Blackboard admin submits a ticket to TSM

Then TSM decides to either split question into 3 questions, to then come
back on each sub-question individually to suggest either an enhancement
will be made (no timeframe) or in the case of the bug that it will be
corrected (I've been quoted 'corrected immediately' recently and guess
what..)

Then the ticket goes to whoever else needs to approve it to finally go
to I suspect (and I hope) a 'fixing bugs' team.

It tends to be the case that when we do get a reply we have by then
completely forgotten what the problem was and have already tried to come
up with a solution (or use something else) ourselves as we are committed
to being helpful and appreciate what the problems are here.

I know this is going back to an earlier relevant discussion about
problems with assessments, and it seems like I am moaning on a Friday
afternoon (well, I am), but I am hoping for an early Santa this year
(Sue?) or at least a chance to raise this as an issue in the annual
conference?

The whole system it seems to me needs some major re-thinking - or
quality control or whatever you want to call it..

Yes, I believe in miracles...

Lia


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Lia Papachristou
MLE Development Officer
Library and Information Services
University of Wales Swansea

E-mail: [log in to unmask]
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~