Email Templates

Use these templates as guidelines for communicating to faculty.

3. Scenario: Instructor’s Settings (Instructor side)

Use this template for tickets relating to accessing assignments or assessments that require changes in the instructor’s settings. Otherwise, use the general template.

Dear Professor ___,

An issue was forwarded to our office from UH Blackboard regarding a student, StudentName, from CourseNameAndNumber. Your student reported that SummarizeProblemHere. (Please see the email forwarded below).

When you get a chance, could you please check the assignment/assessment settings and get in touch with your student? Our office works directly with faculty only, so If you have any difficulty resolving the issue, feel free to reply and CC or email classidt@uh.edu directly to request assistance.

Bests,
YourName
Graduate Technology Assistant

CLASS Office of Educational Technology

Other Detailed Responses

Add these detailed responses to your template if it applies.

Test ended or closed while the student was taking it

Please look over your Edit Test Options, and see if you checked “Force Completion” and “Auto Submit.” I recommend unchecking “Force Completion” because it often causes problems when students don’t use a reliable Internet connection. Turning off “Auto Submit” could also help.

You can also look at the test attempt by going to your Grade Center > View Grade Details > View Attempts > Access Log and from there decide if you will allow the student to re-take it. That will give you some details about how long the student was on the test and how s/he was performing.

Content Not Available (yet)

If it should be available,  please check the Edit options to make sure that it is marked as Yes under Availability. Next, check that the Date and Time Restriction settings are current.

Student claims to have submitted an assignment but did not receive credit

For regular assignments you can check their history of submission by going to the Full Grade Center, checking their gradebook column for a submission, or selecting the grade dropdown and View Grade Details. If there is a submission, you can select Grade User Activity, Clear Grade, or Edit Grade.

For Turnitin assignments, ask the student to forward their Turnitin receipt to you. Students receive an email receipt from Turnitin after they successfully submit a paper.

Example 1 (Re-access Assessment  That Ended Abruptly )

Dear Professor Cullen,

An issue was forwarded to our office from UH Blackboard regarding a student, Freddy Cougar, from COMD 1234. Your student reported that “I was on a quiz for COMD and when I was done,I hit the save and submit button but it didnt submit and so kept clicking on it for up to 5 times but it still didnt submit and so I decided to do a force shut down of the system I was using and hoped that it would close and my Grade would show up. But till now no Grade and the Quiz 1 isnt showing at all on blackboard” (Please see the email forwarded below).

Please look over your Edit Test Options, and see if you checked “Force Completion” and “Auto Submit.” I recommend unchecking “Force Completion” because it often causes problems when students don’t use a reliable Internet connection. Turning off “Auto Submit” could also help.

You can also look at the test attempt by going to your Grade Center > View Grade Details > View Attempts > Access Log and from there decide if you will allow the student to re-take it. That will give you some details about how long the student was on the test and how s/he was performing.

When you get a chance, could you please check the assignment/assessment settings and get in touch with your student? Our office works directly with faculty only, so If you have any difficulty resolving the issue, feel free to reply and CC or email classidt@uh.edu directly to request assistance.

Bests,
Sai Gummadavelly
Graduate Technology Assistant
CLASS Office of Educational Technology

Example 2 (Access to Content That Should Be Available)

Dear Professor Cullen,

An issue was forwarded to our office from UH Blackboard regarding a student, Jesse Stark, from POLS 2512. Your student reported that she is can not view Discussion Week 2 that should be open. (Please see the email forwarded below).

If it should be available,  please check the Edit options to make sure that it is marked as Yes under Availability. Next, check that the Date and Time Restriction settings are current.

When you get a chance, could you please check the assignment and get in touch with your student? Our office works directly with faculty only, so If you have any difficulty resolving the issue, feel free to reply and CC or email classidt@uh.edu directly to request assistance.

Bests,
Verna Johnson
Graduate Technology Assistant
CLASS Office of Educational Technology

Example 3 (Confirmation for Test/Assignment + Grades)

Dear Professor Cullen,

An issue was forwarded to our office from UH Blackboard regarding a student, Manuel Ramos, from HIST 1157. Your student reported that he experienced problems submitting Assignment 3, and did not receive credit. (Please see the email forwarded below).

For regular assignments you can check their history of submission by going to the Full Grade Center, checking their gradebook column for a submission, or selecting the grade dropdown and View Grade Details. If there is a submission, you can select Grade User Activity, Clear Grade, or Edit Grade.

When you get a chance, could you please check the assignment and get in touch with your student? Our office works directly with faculty only, so If you have any difficulty resolving the issue, feel free to reply and CC or email classidt@uh.edu directly to request assistance.

Bests,
Prabha Marepally
Graduate Technology Assistant

CLASS Office of Educational Technology

Example 4 (Confirmation for Turnitin)

Dear Professor Cullen,

An issue was forwarded to our office from UH Blackboard regarding a student, Rick Hartman, from THEA 5214. Your student reported that he is having a problem submitting Turnitin Essay 1. (Please see the email forwarded below).

You can inform the student that they can check for help here: Turnitin (1) Submit Paper – https://youtu.be/urEC3NMh1fs

For Turnitin assignments, ask the student to forward their Turnitin receipt to you. Students receive an email receipt from Turnitin after they successfully submit a paper.

When you get a chance, could you please check the assignment/assessment settings and get in touch with your student? Our office works directly with faculty only, so If you have any difficulty resolving the issue, feel free to reply and CC or email classidt@uh.edu directly to request assistance.

Bests,
Frank Newman
Graduate Technology Assistant
CLASS Office of Educational Technology

Resources to Use or Recommend

Blackboard Instructor Help for Grading: https://en-us.help.blackboard.com/Learn/9.1_2014_04/Instructor/120_Grade_Center/020_Grading
Turnitin Instructor Solutions: http://turnitin.com/en_us/support/help-center
Turnitin Student Solutions: http://turnitin.com/en_us/support/help-center