When raising a new inquiry, there are few things that you are recommended to follow. Based on the inquiry you are raising, there is some specific and generic information you need to provide. The following is the guidance and format of information you should follow and provide, respectively:

  1. Generic information to provide for each case
    1. Provide a full detailed description of the problem you are facing
    2. Provide a full module code (with semester dates) or direct link to the module
    3. A screenshot/screencast of the error/other messages you may be receiving that are related to the problem at hand
    4. A list of affected users, if any
  2. Specific information to provide:
    1. If the problem is related to a Blackboard Collaborate session: Provide;
      • The name of the session
      • The name of the recording, if the session was recorded
      • A link to the recording, if the session was recorded
      • Date/Time when the session was created (this can be an approximation)
      • Date/Time when the session was attended
      • Confirmation on whether the same has happened before or is happening to other sessions in other modules
      • Confirmation of the type of session, whether it was a one-off/single session or part of a collection/group of sessions
      • Confirmation of your internet connection strength at the time the problem occurred, if known
    2. If the problem is related to an assignment, whether Blackboard or Turnitin: Provide;
      • The name of the assignment
      • A location of the assignment
      • The assignment/submission/paper ID, if known and available