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Dallas County Community College District (DCCCD)

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Highlight handling non-supported inquiries

Learning Objectives

Highlight potential Help Desk support requests

Provide an introduction to Dallas County Community College District (DCCCD)

Highlight client-specific processes and policies

Outline Password Reset process for Dallas County Community College District (DCCCD)

Review Support Scope for Dallas County Community College District (DCCCD)

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Background

• The Dallas County Community College District (DCCCD) includes seven independently accredited colleges: Brookhaven, Cedar Valley, Eastfield, El Centro, Mountain View, North Lake, and Richland.

• The colleges of DCCCD equip students for successful living and responsible citizenship in a rapidly changing local, national and world community by providing:– The first 2 years of a Bachelor’s degree– More than 100 high-demand career programs– Enrichment and Certification classes for a lifetime of learning– Professors who are dedicated to your success, not a research grant– Unparalleled quality at a tuition you can afford

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Support Overview

• Blackboard Learn 9.1 April 2014 Release (eCampus)– Changing Blackboard Passwords via ID Verification Tool

• Changing Blackboard (eCampus) passwords - using SmartView™• Tier 1 assistance with Navigation/Functionality/Access

• WebAdvisor (eConnect) Support– We are NOT changing WebAdvisor (eConnect) passwords– Send self-service information for frequently asked questions

• Email – Microsoft Office 365– Send self-service information for frequently asked questions

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Non-Supported Inquiries/Requests

• Non-eCampus / Network Systems – escalate!

• Respondus – escalate!

• Faculty Issues - ALL Faculty issues MUST be escalated!– During business hours for the Faculty Helpdesk calls will also be

transferred. • Faculty Helpdesk• 8am – 1am EST - Monday – Sunday

• Registration Dates, DCCD Money Card, Financial Aid, Grade Posting, etc. – Send Canned Response referring user to a page with several links listed.

• Email – Microsoft Office 365– Outside of sending users FAQ information from KB

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Handling Non-Support Inquiries/Requests

STEP 1: Copy the General Escalation Template (not the Escalated Canned Response)… Paste into the ticket Resolution/Escalation Detail…Fill in appropriately.

STEP 2:

Copy the following additional required information, & paste into the Resolution/Escalation Detail. Fill in the necessary details.

First and Last Name User Role (Student or Faculty/Staff) Contact Number & Email Address Steps Taken Towards Resolution Include additional information for Level 2 to seamlessly take over

STEP 3:

Copy & Paste the following response into the external comments to the user:

Thank you for contacting Dallas County Community College District’s support team!

Your request has been directed to our tier 2 support team for additional assistance. You will receive additional information regarding your request as soon as possible.

If you experience any further issues, please contact our team for assistance by visiting the Dallas County Community College District’s support center or by phone at: 1-866-374-7169.

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Login Issues / Password Resets

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Blackboard (eCampus) Password Resets – STUDENTS

• Step 1. Click on the Blackboard tab in SmartView to locate the user’s Blackboard (eCampus) account.

• Click on the Password Reset tab to display information to verify. Verify the correct username is being used.

IMPORTANT NOTE! Never ask a student for their password!

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Blackboard (eCampus) Password Resets – STUDENTS

• Step 2. Confirm the user is attempting to login at http://ecampus.dcccd.edu

• Step 3. Ensure the correct UN/PW convention is being used.– Username – e + 7 digit ID number

• Example = e1234567

– Password - e + 7 digit ID number• Example = e1234567

• Step 4. Verify the Student ID and last 4 of SSN from the SmartView profile.

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Blackboard (eCampus) Password Resets – STUDENTS

• Step 5. Once verified, reset the password in SmartView.

– Check the box that “all account information has been verified”. – Click the “Reset Password” button to reset the user’s password to their ID number (e1234567)

– You should receive a message that the password was reset successfully. Inform the user their new password will be their ID number (e1234567).

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WebAdvisor (eConnect) Login Issues - STUDENTS

• Step 1. Ask the student if they have set up their eConnect account. – If they have not – send self-service information on how to set up their account.– If they have – proceed to Step 2.

• Step 2. Confirm they are going to https://econnect.dcccd.edu to login. – They should select from the corresponding menu from the multi-colored list on the right.

IMPORTANT NOTE! eConnect is down every morning from 1am – 4am for system maintenance!

• We also need to confirm they are using the correct Username and Password.

– Username - 7 digit ID number– Password - student created

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WebAdvisor (eConnect) Login Issues - STUDENTS

• Step 3. We do not have access to reset passwords for eConnect. – Send the user self-service information on how to reset their password.

• Students will use the “Forgot/Reset” function located to the right of the eConnect login screen.

• NOTE: If the student has already tried to reset their password and still unable to login we can escalate the ticket to Level 2.

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WebAdvisor – Questions Outside of Login Issues

• After resetting their eConnect password, users receive a message asking for the answer to their challenge question and they forgot the answer.– Submit a writer request to the Registrar requesting a reset.

• Name• Student ID –or- SSN• Date of Birth• Valid e-mail address• Signature• Copy of Photo ID

– Allow 1 business day for processing– Email will be send with new account creation steps– Tickets may also be escalated to Level 2.

• I was dropped for non-payment.– Refer to Admissions/Registrar’s Office to seek reinstatement.

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WebAdvisor – Questions Outside of Login Issues cont.

• I need to drop a class.– Step 1. Login to eConnect and locate the link “Drop Classes” under the Register

for Classes category. – Step 2. Click the Drop Classes link and following the steps to drop your class.– Refer to Admissions/Registrar for further questions/assistance.

• I need my Student ID number.– Step 1. Visit the eConnect page, (http://www.dcccd.edu/eConnectmain.htm) – Step 2. Click “Current Credit Students” from the menu. In the right-hand

column under My eConnect Account click the link Get My Student/Employee ID.

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Dallas County Community College District (DCCCD)