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Mar 7, 2016 - Manage a Blackboard Help Desk Request - Faculty ... opening and managing support tickets for the Blackboar
Center for Teaching & Learning with Technology Cheng Library 120k – www.wpunj.edu/ctlt/ Manage a Blackboard Help Desk Request - Faculty Learning Objectives – The WPUNJ Help Desk is the designated tool for all technologyrelated questions, requests or reports. This document explains the processes of opening and managing support tickets for the Blackboard learning management system. Why are we using the Help Desk? a. There are many different departments within IT Services, and more units within each department. It can be difficult to keep track of all these entities and in many cases university members are forced to make wild guesses about who handles what problems. b. Tickets are routed to the team best positioned to resolve a particular issue. Emails sent to an individual might remain in stasis if that person is sick, at a conference etc. but the team approach assures that a help request will get quick, expert attention. c. Throughout the process members of the university community can keep track of and participate in the resolution of the issue. d. Each transaction is saved for review and reference by both the support staff and the individual who filed the ticket.

1. Open a web browser and enter this URL: http://www.wpunj.edu/help/

2. In the next area enter your university credentials, the username and password

3. In the Help Desk interface for Request Type select Blackboard 4. Other – is an all-purpose sub-request – Use Login for difficulty accessing Bb, and Merge to request merged shells. 5. Describe your problem with as much precision and detail as possible

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“Course Number” refers to the four-digit course designation (and not the CERN!) “Course Section” refers to the two-number course designation, 01, -60, -70, -80, -90 etc. If needed enter the email of a co-instructor, department administrator, registrar, dean, etc. If you have a screen shot or other documentation (under 4 MB) select Add File, then attach the document and upload 10. “Location” is an important tool for requests requiring a tech to come to an office or classroom, but is usually irrelevant for Blackboard, and Web Only is the suggested option 6. 7. 8. 9.

Note: Look for Help Desk updates in your WPUNJ Email!

What to expect after ticket submission? 1. Individuals will receive immediate confirmation by email 2. The ticket will be routed to a member of the appropriate team. For Blackboard faculty will receive a follow-up email from Robert Harris, Jae Kim or Housen Maratouk. 3. In simple situations the request will be completed and users will receive an email confirmation marked Resolved. If community member feels the issue is not resolved s/he should reply to the ticket with details.

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4. Replying to a ticket: one may log onto the Help Desk, http://www.wpunj.edu/help/ and work with the interface or simply reply to the ticket via email. 5. In some cases the support staff needs more information and tickets in the active resolution state are marked Pending. The ticket will remain Pending as resolution moves forward. 6. Sometimes a technologist will consider a ticket Resolved but will give the faculty member several days for follow up. After that period is exhausted the ticket will be marked as Resolved. 7.

When a community member does not agree that an issue is resolved s/he is encouraged to let us know and we will continue work, if possible.

Who should enter a help request? Help tickets should be filed by the person who needs the support. Filing tickets on behalf of a student usually serves to delay problem resolution. Support by proxy can be difficult because we often need to communicate with the person experiencing the issue. Students should be encouraged open ticket on their own behalf. In replying to a student the members of the CTLT replying to Blackboard-oriented problems will always copy the instructor in any Help Desk communication.

Can I use the Help Desk to add people to my class? Matriculated students should be added to your class automatically. Note that there will be a lag of up to three hours between registration and addition of the student to a Bb shell. Students not registered for a class need permission from the office of Registration. The Registrar needs to make sure that the non-enrolled student is not expecting credit for a class and written permission from Nina Trelisky, [email protected], is required in order to add an unregistered student to a Bb shell. Adding colleagues is easy – just tell us who you’d like added to what Bb shell and with what permissions (student level or faculty).

Questions? http://www.wpunj.edu/help/

2016-03-07

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