-
Approved Support Contacts: Case Management Workflow
Case Management Filter Views The default view of the ASC Support Portal is the Cases tab with My Open Cases selected as the filter. You can select pre-filtered views from the drop-down menu to view cases as follows: My Open Cases: View your cases that are Open. My Closed Cases: View your cases that are Closed. My Waiting…
-
Semester Start - Stress or Sanity? The choice is yours.
Written By Rahul H Desai, Team Lead, Admin Support Approach Approaching semester start apprehensive of what tools may break or what processes may fail – and the impact thereof, while feeling weighed down by a seemingly endless task list may leave you feeling stressed, anxious, and overwhelmed. Instead, viewing semester…
-
Case Escalation Process - Client Process
Originally published 17-Oct-2018. This process outlines the steps to follow to when an incident escalation is required including escalation criteria. This process is to be used by clients when an escalation of a specific Support Incident is required. Escalation Criteria The below outlines who you should contact for an…
-
How to Find My Wave
With continuous delivery D2L updates Brightspace for our customers every month on a predefined schedule. The schedule is organized into a sequence of groups called waves and each instance of Brightspace is assigned to a specific wave. Approved Support Contacts (ASCs) can find the wave for your instances of Brightspace in…
-
Submitting Cases With The Correct Priority Level
Impact and Urgency level definitions When opening a new case with Customer Support, you are presented with the required fields Impact and Urgency as defined below. The combination of the values provided will be used to set the case Priority which is used to define the response and resolution timelines as per your service…
-
ASC Resource List
Welcome to the ASC Resource Page! We know that as an Approved Support Contact (ASCs) for your organization, you juggle many responsibilities. We put together this article to collect relevant how-to information for ASCs all in one place, for easy access. All About ASCs What is an ASC? An ASC is an acronym for Approved…
-
Case Creation Checklist
Below are seven items that often don’t get considered thoroughly when creating a case. They may not be applicable in all cases but reviewing this list before submitting a case might save time and extra communication steps. Case Creation Checklist Be sure to check each of the following items before creating a case. ✅ Did…
-
Approved Support Contacts: Create a Case or Service Request
Video: ASC Support Portal Navigation Where is the ASC Homepage? Once you have registered for a Single Sign on Account for the Community, log in and then access the ASC Support Portal from the new Community by following these steps: 1. Log in to the Community. 2. Select ASC Support Portal from Resources > Optimize to…