kern community college district helpdesk presentation 10 28-15

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Kern Community College District

Help Desk

Revised: October 28, 2015

Objectives

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About Kern Community College District

Support Overview

myBanWeb

Moodle

Student Email

Network

Quality Detractors

3

About Kern Community College District

KCCD has 3 main campuses located in California.

• Bakersfield College: http://www.bakersfieldcollege.edu/

• Cerro Coso College: http://www.cerrocoso.edu/

• Porterville College: http://www.portervillecollege.edu/

KCCD Mission StatementThe mission of the Kern Community College District is to provide outstanding educational programs and services that are responsive to diverse students and communities.

About Kern

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Support Overview

Support Overview

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360 TIER 1 Helpdesk Support including, but not limited to:

KCCD Moodle 2.4

o Changing KCCD Moodle (Luminis Integrated) passwords - Student / Faculty / Staff - User Account Manager Self-Service / Advisor Desktop.

o Assisting Users with login issueso Answering Moodle navigation and use questions

Student Email (Gmail): Blackboard Student Services has not been provided login for KCCD Gmail

o Changing Student Email (Gmail) passwords - Student - User Account Manager Self-Service / Advisor Desktop.

o Assisting Users with login issueso Answering Gmail navigation and general use questions

Support Overview

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My BanWeb: Blackboard has not been provided login for My BanWeb

o Changing My BanWeb PIN - Student / Faculty / Staff -User Account Manager Self-Service / Advisor Desktop.

o Assisting Users with login issueso Answering myBanWeb navigation and use questions

Inside Portal (Luminis): Blackboard has NOT been provided login for Inside Portal (Luminis)

o Changing My BanWeb PIN - User Account Manager Self-Service / Advisor Desktop

o Assisting Users with login issueso Answering Inside Portal navigation and use questions

Support Overview

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Network (AD): Blackboard has not been given access to AD

o Changing AD/network Password - Student / Faculty / Staff - User Account Manager Self-Service / Advisor Desktop

o Assisting Users with login issues

Wireless Network Access

o Assisting Users with accessing wireless networks

Telephone and Voice Mail

o Assist users with telephone and voicemail issues

Support Overview

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BbSS is NOT AUTHORIZED to verify users over chat. During troubleshooting, if verification becomes necessary for account assistance, please refer the visitor to the support line.

BbSS is NOT AUTHORIZED to reset passwords through the Chat system. After performing basic troubleshooting using the appropriate KB article, if a password reset is required, please refer the visitor to the support number for assistance.

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myBanWeb

myBanWeb is an online student information system through which users can:

Apply online.

Register, add or drop courses for the current and upcoming semester.

Check the status of their financial aid application.

Find out their grades.

Learn if they have any holds or academic standing that might prevent them from registering.

Pay their tuition using a Credit Card.

View their unofficial transcripts online, which reflect grades and GPA to date.

Update their personal information online.

myBanWeb

If a user is having issues logging into myBanWeb, IT IS IMPORTANT THAT WE FOLLOW THESE STEPS IN ORDER:

1. Ask the Student how they are accessing myBanWeb. If necessary, provide the correct URL for their campus homepage, ask them to locate and click on the MyBanWeb link, and then click on "Login to Secure Area"

- Bakersfield: http://www.bakersfieldcollege.edu/- Cerro Coso: http://www.cerrocoso.edu/- Porterville: http://www.portervillecollege.edu/

Note: If user is UNABLE TO ACCESS myBanWeb VIA THE PRIMARY METHOD LISTED PREVIOUSLY, ask the user to try accessing via https://banweb.kccd.edu/.

myBanWeb Login Issues

2. Make sure the user knows the UN/PW Conventions. Advise the user to try using their User ID Number with the “@” symbol at the beginning or their full SSN for the user name and Date of Birth (mmddyy) as the PIN/Password.

If still unsuccessful, continue to the next Step.

Example: If user’s birthday is March 11th 1988 their PIN would be: 031188


3. Ask the user if they have tried the Self-Service password reset. If the user has NOT attempted self-service, email the appropriate canned response. If the self-service is unsuccessful, continue with the Advisor Desktop Password reset.

Note: Self Service MUST be offered for every access issue.


How to Use the Self Service/User Manager


If you entered incorrect identifying information or an email account cannot be located, you will see the following screen. Check the last four digits of your Social Security Number and birth date and retry. If you still receive an error message, please call the Help Desk at 877-382-3508.


Note: When you complete a password change, your myBanWeb PIN, Network account, Email and Luminis Portal passwords will all be changed to the password you enter.


You have successfully changed your PIN/Password and should now be able to log into myBanWeb.

NOTE: Users will need to contact the Admissions and Records office in the following conditions:

If User does not have a security question and using Date of Birth as Password does not work in self-service.

If User does not have a security question and using Date of Birth as Password does not work in self-service.

If the Self Service is not successful, and previous note of this process does not apply, continue to the next step of the referring process.


If the self-service is unsuccessful, we will continue troubleshooting.

We will need to click on the “Password Reset Tab” within Advisor Desktop in order to verify the user.

Here are the following steps in order to perform a password reset within Advisor Desktop:


1. Once you've located the caller in Advisor Desktop, click the "Password Reset" tab that appears at the top of the window, under the "Launch KB" button. (If duplicate accounts appear for the user, verify information from first record, and reset all the user's accounts).

Note: These instructions are written with the assumption that you have already pulled up the user data in Advisor Desktop.

Advisor Desktop Password Reset

2. Ask the caller to verify the information located under "Verify Account", then click the "Get Account Details" button.


3. Look under the "Select Account" module, and ask the user to verify the answer to their security question.

Note: If the user is unable to verify, OR if the user has no security question in the system, advise the caller that they must take a valid form of ID to their college Admissions and Records Office.


4. Once all information has been verified, place a check in the "All account information has been verified" checkbox. Click the "Reset Password" button.


Note: The process may require you to wait for a moment, allow the process to complete, and make sure the messages appear beneath the button as shown on below:


5. After completing the password reset procedure, tell the user:

NOTE: If Advisor Desktop is not available, or is generating errors, please use the internal escalation template to escalate the ticket.

“I have generated a temporary password, which is your date of birth (mmddyy). You must use this temporary password to access User Account Manager ( https://uam.kccd.edu ) and create a new password. This is something you MUST do before you will be able to access systems such as myBanWeb, Email, Inside Portal or to log into the network.”


6. After providing the user with the previous information, send the appropriate canned response.

• System user is unable to login to: "MyBanWeb“

• Include the statement "All tier 1 troubleshooting for access to MyBanweb has been completed, including assisting student with the Forgot PIN self-service.”

• Include a description of why user was unable to successfully use Forgot PIN self-service password change process.

If the information available in the KB does not resolve the issue, include the following required information in the escalation:


What is Inside Portal?

At some point in the future, almost all interactions with the colleges will begin in the portal and students will only have to login once to get to most KCCD sites. This now includes:

Webmail myBanWeb Moodle

Inside Portal

If a Student is unable to login to Inside Portal (Luminis), we should do the following:

NOTE: DO NOT provide support to anyone other than the owner of the account.

How to login to Inside Portal:http://inside.bakersfieldcollege.edu/training/howto/Login/?caption=true

Inside Portal

1. Ask the Student how they are accessing Luminis (Portal). If necessary, provide the correct url for their specific campus:

• http://inside.bakersfieldcollege.edu/

• http://inside.cerrocoso.edu/

• http://inside.portervillecollege.edu/

Inside Portal

2. Make sure the user knows the UN/PW Conventions. Advise the user to try using their college assigned email address and the Universal password (Set in User Account Manager). If still unsuccessful, continue to the next Step.

Note: Users should also try using their DOB in the MMDDYY format for the password before continuing to the next Step.

Inside Portal

3. Ask the user if they have tried the Self-Service password reset. If the user has not attempted self-service, send the appropriate canned response.

Note: Even if the student receives a message that their web access has been disabled when trying to login, the user should attempt the self-service process as this will re-enable the account.

Only if self-service is unsuccessful, continue with the Advisor Desktop Password reset.

Inside Portal

4. After resetting the password,

If the information available in the KB does not resolve the issue, include the following required information in the escalation:

• System user is unable to login to: "MyBanweb“

• Include the statement "All tier 1 troubleshooting for access to MyBanweb has been completed, including assisting student with the Forgot PIN self-service.”

• Include a description of why user was unable to successfully use Forgot PIN self-service password change process.

Inside Portal

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Moodle

What is Moodle?

Moodle is a learning management software for producing Internet based courses and web sites. It is used by all KCCD campuses.

Common Issues a user may contact us about:

User is unable to login.

User is unable to locate or access their course.

User is unable to create an account.

Moodle

1. Advise the user that they should be accessing their Moodle courses via the Inside Portal. Ask the user for the URL they are going to and what browser they are using. If necessary provide the URL and correct method of access:

If a user is having issues logging into Moodle, we will follow these steps:

• Bakersfield: http://inside.bakersfieldcollege.edu

• Cerro Coso: http://inside.cerrocoso.edu

• Porterville: http://inside.portervillecollege.edu

Moodle

2. Once the student is logged into the Inside Portal, tell the student to click the “My Courses” tab.

Next click on the link for the Moodle course under “Courses I’m Attending.”

Moodle

THESE INSTRUCTIONS ARE TO BE USED ONLY IF "INSIDE PORTAL" IS DOWN / HAVING ISSUES PREVENTING USERS FROM ACCESSING THEIR MOODLE COURSES:

1. Based on the college they are taking the course at, provide the correct URL:

• Bakersfield College: http://moodle2.bakersfieldcollege.edu • Porterville College: http://moodle2.portervillecollege.edu

• Cerro Coso College: http://moodle2.cerrocoso.edu

Moodle

1. Make sure the user knows the correct UN/PW convention. If user is able to access Moodle via the direct URL send the canned response per the KB. If still unsuccessful, continue to the next Step.

Username: Full college assigned email address

Password: Universal password (same PW used to log into the Inside Portal)

Note: Remember to always have the user try their DOB as the password if their universal password does not work.

Moodle Password Reset

2. If the user is still unsuccessful, login to Moodle, and search for the user's account using the student’s email address or their first and last name. If you find the account, verify the correct username is being used to login.


To search for a user in Moodle:

1. You will login to the school you are searching the user for in Moodle by using Roboform.

Note: The password for Roboform is 123.


2. After you are logged in, you will need to click on users under Site Administration.

3. Under users, you will want to click on Accounts.


4. Under accounts, you will want to click on Browse list of users.

5. You will want to enter the name of the user in the search field next to contains, and then press enter on your keyboard.


If you are unable to find the account, ESCALATE the ticket for further support.

If the account is disabled/unavailable, ESCALATE the ticket for further support.


6. If the user’s record is found, ask the user if they have tried the "Forgot Password" self service utility. If the user has not attempted self-service, email the appropriate canned response.

If the self-service is unsuccessful, we will reset the password, which will be the same password reset process as myBanWeb.

NOTE: WE MUST HAVE THE USER TRY THE SELF SERVICE PASSWORD RESET BEFORE PERFORMING A PASSWORD RESET IN ADVISOR DESKTOP.


Click the My Courses tab

If you are a faculty member or a student, you'll see the "My Courses" tab.

How To Access Moodle Courses

Click on the name of the course.


Once you're on the My Courses tab, you'll see classes under the "Courses I'm Attending" or "Courses I'm Teaching" depending on if you're a student or a faculty member.

Clicking on the link for the appropriate course will launch a new window that will either take you to your Moodle shell if you're teaching/attending an online class or to a Course Studio page otherwise.


If the user is stating that they cannot see their course listed in Moodle, follow the steps below:

If NO, the course is not taught online, the user will need to contact their instructor for more information in regards to this.

1. Ask the user what course(s) they should be enrolled in and if the course is taught online.

If yes, the course is taught online, ask the user to confirm the URL they are going to, the date they completed registration, and the course start date. Check the school's enrollment into courses process and make the user aware of the school policy. If the user has properly enrolled and there is no reason the user should not have access to their course, go to Step 2.

Locating Courses in Moodle

Courses are listed in the user's account. If you are unable to find the current course listed in the user's account, go to Step 3.

• Course availability.

• Course duration.

2. Login to Moodle and check the following:


If one course appears to be missing from Moodle completely, ESCALATE the ticket for further support.

If there appears to be several incidents or calls received regarding this problem, into the call center, please note this could be a snapshot issue.

Follow the instructions here: http://10.50.52.201/knowledge/LLOVINS/DOWNLOADS/Kern_CCD/LMS_Support/Moodle2/Escalations/Emergency/%5bCMS%5d-CoursesSnapsho%20issue-SW.htm

3. If you cannot find the course in the user's account, do the following;


http://10.50.52.201/knowledge/LLOVINS/DOWNLOADS/Kern_CCD/LMS_Support/Moodle2/Escalations/Emergency/%5BCMS%5D-CoursesSnapsho%20issue-SW.htm



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Student Email

If a Student can not login to their email account we will follow these steps;

Student Email

1. Advise the user that they should be accessing their Student Email via the Inside Portal. Ask the user for the URL they are going to and what browser they are using. If necessary provide the URL and correct method of access:

• Bakersfield: http://inside.bakersfieldcollege.edu

• Cerro Coso: http://inside.cerrocoso.edu

• Porterville: http://inside.portervillecollege.edu

Student Email

2. Once the student is logged into the Inside Portal, tell the student to click on the Email icon (looks like an envelope with an M on it) located in the upper right corner and this will sign them into their college assigned Gmail account.

Student Email

THESE INSTRUCTIONS ARE TO BE USED ONLY IF "INSIDE PORTAL" IS DOWN / HAVING ISSUES PREVENTING USERS FROM ACCESSING STUDENT EMAIL:

1. Ask the Student how they are accessing Student Email (Gmail). If necessary, provide the correct URL for their specific college:

• Bakersfield: http://email.bakersfieldcollege.edu

• Cerro Coso: http://email.cerrocoso.edu

• Porterville: http://email.portervillecollege.edu

Student Email

2. Make sure the user knows the correct username and password conventions. If still unsuccessful, continue to the next Step.

Username: Full college assigned email address

Password: Universal password (same PW used to log into the Inside Portal)

Note: Remember to always have the user try their DOB as the password if their universal password does not work.

Student Email

3. Ask the user if they have tried the Self-Service password reset. If the user has not attempted self-service, ask the user to provide an alternate email address and send the appropriate canned response. (Via the Resolution/Escalation Detail field in Advisor Desktop.)

Note: Remember to check the “Send solution to another e-mail address” before submitting the ticket!

Student Email

If the self-service is unsuccessful, perform the Advisor Desktop password reset procedure.

4. After resetting the password within Advisor Desktop, send the appropriate canned response. If the user is still unable to login to Student Email (Gmail) please escalate per the KB.

Student Email

How do I look up my student email address?

1. Have the student log into their myBanWeb account at https://banweb.kccd.edu

Note: Depending upon several factors, the student may not get the myBanWeb Main Menu displayed immediately after logging in.

Student Email

• If the student’s PIN is expired, they will need to complete a PIN/password change by following the instructions on the screen. After changing their PIN/Password, the student will have to log into myBanWeb again to continue.

• If the student doesn’t have a college assigned email address, then the student will be prompted to create one.

Student Email

2. Have the student click on Personal Information.

Student Email

Next, click on View College Assigned Student Email Address. This will provide the user with their KCCD email address.

Student Email

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Network

NOTE: Network login issues are a possible indicator of networking problems, and should be considered. See also network troubleshooting.

1. Ask the User if they recently completed a password change, If no, continue to step 2. If yes, have them login with the new password.

If a user contacts us because they are unable to access the Network, we will follow these steps;

Network

2. Make sure the user knows the UN/PW Conventions. If still unsuccessful, continue to the next Step.

User Name: Full college assigned email address name.

Password: Universal password (The password used for logging into systems including the college network, InsidePortal, email and myBanWeb,)

Note: When logging onto the network with an email address, users do not and cannot specify the domain name.

Network

3. Complete the Advisor Desktop password reset procedure and then WALK the user through changing their password via the Self Service Utility. Then send the appropriate canned response.

• If the information available in the KB does not resolve the issue, please escalate per the KB

Network

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Quality Detractors

• Ticket Categorization.

• Skipping Steps in the KB.

• Reopening Existing Tickets.

• Making up email addresses.

• Proper time to use Quick Tickets.

• Obtaining a College assigned email address.

• Password reset wrap up.

• Offering Self Service.

Quality Detractors

Ticket Categorization

Please ensure that we are asking the appropriate questions needed to accurately categorize the ticket.

We MUST always ask for the user’s college and campus. We want to make sure that the correct COLLEGE and CAMPUS are selected as this is how KCCD bills each campus. This also, ensures that the ticket is routed to the proper queue if escalated.

Quality Detractors

Obtaining A College Assigned Email Address

If you are unable to locate the user within Advisor Desktop and have to create a new customer profile, ask for the college assigned email address. If the user says they do not know their college email, or they only provide you with part of the email then it is ok to ask for an alternate email address.

Quality Detractors

Making Up Email Addresses

NEVER make up an email address for Kern!

Be sure to obtain an email address from the user during the call. This is important in the event that we need to send the user information or if the ticket must be escalated. If the user says that they do not have an email address, please be sure to document this information in the Internal Comments of the ticket.

Quality Detractors

Reopening Existing Tickets

Always reopen an existing ticket within a 24 hour time frame!

Please remember if a user contacts us regarding a previously addressed issue, then we MUST reopen the ticket within Parature and mark the ticket as DUPLICATE within Advisor Desktop.

Quality Detractors

Proper time to use Quick Tickets

Quick Tickets should only be used for Directory Services and Known Outages.

Any other use of quick tickets for KCCD is unacceptable!

Directory Services Ex.- Ticket # 17913

Known Outages Ex.- Ticket #

Quality Detractors

Skipping Steps in the KB

Note: Remember to always check the KB as it is frequently changing for this client.

Please remember that we must ALWAYS follow the KB step by step. We must NEVER skip steps as this leads to inaccurate handling of calls. This also may increase the overall handle time of the call.

NEVER skip any steps listed within the KB!

Quality Detractors

Offering Self Service

We must ALWAYS offer the Self Service Utility before manually resetting a password. If the user HAS already attempted to reset their password, then continue with the password reset procedure. If the user has NOT attempted to reset their own password email the Self Service Utility instructions per the KB.

Please do not skip this step in the password reset procedure!

Quality Detractors

Password Reset Wrap Up

After manually resetting a password for the user we must always read the call wrap script. This is very important as this lets the user know that in order to gain access to all of the KCCD systems, they must reset their password via the User Account Manager.

Quality Detractors

Creating a Canned Response.

When creating a canned response remember to always include at least one sentence stating what we did to assist the user during the call or the information that we provided them to resolve their issue.

Example - “We are glad that we were able to assist you with accessing your MyBanWeb account. As per our conversation, please remember to always place the “@” symbol at the beginning of your student ID number when logging in to your MyBanWeb account.”

Quality Detractors

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Kern Community College District

Help Desk

Final Slide

kern community college district helpdesk presentation 10 28-15

Education