Message Queues Not Updating

Lindley Davis 2

We experienced some late stage review group changes this year and found that messages were going out to review committee members who had been removed from a group 7+ days prior to messages going out. This is the first time we've had this happen, so I reached out to support for clarification.

I was informed that “We confirmed the functionality of the user messages grid in Award Management. Message are not automatically removed from the user messages grid; both for reviewers who lose their group access or students who may have had an award rescinded. Messages are always maintained in this grid until they are acted on (dispersed or deleted) by a system administrator.”

I wanted to put this out as a PSA because I'm sure our institution is not the only one that stacks and re-arranges awards prior to offer letters being sent out. Our message queue has updated in the past and according to KB, it should still be updating. This is going to be incredibly difficult to stay on top of this year.

Can any BBAM staff here give feedback on this issue?

Christin Grissom

Hi, @Lindley Davis! The functionality you mentioned is available for student rescinded awards but not for reviewer assignment emails, as they are digest emails. The Knowledge Base article you referenced is correct & it outlines the functions of both digest & recipient-facing emails. The system will not delete digest emails if the reviewer's access is revoked after the email has been generated because the email is set to deliver Upon Approval. Digest emails must be addressed by you as the System Admin. Once Digest Emails are created & sent, it is not linked to the Reviewer anymore, so removing the reviewer does NOT affect that created email that is in the User Messages queue unless the System Admin takes action on it.

Our Support Team has added a help tip to the KB article as well to mention that deletion of all queued digest emails is possible if they are not yet sent.

Lindley Davis 2

@Christin Grissom

That's what I thought based on past experience with offer emails, so I was surprised when support said that the queue would not update based on award changes. Thank you for clarifying.

Has BBAM considered adding a tag or label to the system that clarifies which of the communications are digest emails and which are recipient facing? It's a small detail but if the system handles them differently, it would make a lot of sense for BBAM to at least label which are which.

Christin Grissom

@Lindley Davis thank you for sharing this feedback! We've taken this feedback to the Product Team and added a Feature Enhancement Request to update the UI on the Reviewers tab to match the Administrator and Applicant tabs where the Digest emails are currently separated and labeled. These screenshots show the current delineation for Digests in the Administrator & Applicant sections in the Message Template area under Communications:

This KB may also be helpful if anyone needs communicate template support: What communications are available in the system?

Lindley Davis 2

@Christin Grissom

Thank you very much! ?

Christin Grissom

No problem, @Lindley Davis!