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Semester Start - Stress or Sanity? The choice is yours.
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 start…
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Case Escalation Process - Client Process
Originally published 17-Oct-2018. For Customers, what is the customer process to escalate a case? 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.…
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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…
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Submitting Cases With The Correct Priority Level
Priority levels are set by a combination of Impact and Urgency settings. The different levels of each will affect how high the ticket's priority is set. Impact: A measure of the effect that the issue is having on the business. Often equal to the extent to which agreed or expected levels of service may be distorted.…
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Approved Support Contacts: Delete a Custom List View
Approved Support Contacts: Delete a Custom List View This article provides instructions for how to delete a custom list view created in the case management widget on the Approved Support Contact homepage. Find documentation on how to create filters in the case management widget (using Custom List Views) on the Approved…
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Approved Support Contacts: Filter for all cases created on a specific day
Approved Support Contacts: Filter for all cases created on a specific day This article provides instructions for filtering cases in the Approved Support Contact homepage to show all cases created by ASCs in the organization on a specific day. Find more filtering documentation like this on the Approved Support Contacts:…
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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…
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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 ChecklistBe sure to check each of the following items before creating a case. ✅ Did…
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Approved Support Contacts: Filter for all cases that require additional information for D2L to continue the investigation
Approved Support Contacts: Filter for all cases that require additional information for D2L to continue the investigation This article provides instructions for filtering cases in the Approved Support Contact homepage to show all cases created by ASCs in the organization that can not proceed without further information to…
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Approved Support Contacts: Case Filtering
Approved Support Contacts: Case Filtering Background Since February of 2019, D2L has released two major changes to the Approved Support Contact Homepage. These changes have aimed to connect Approved Support Contacts with more resources inside of the Brightspace Community that can be used to help answer the most pressing…