Blackboard Student Support

Blackboard – BlackBeltHelp Blackboard Support

Blackboard – BlackBeltHelp Blackboard Support

 

Student Support

Below is a list of common Blackboard issue types for students, please list steps you wish BlackBeltHelp agents to perform to attempt to resolve the issue and then list steps for escalation if issue cannot be resolved, or if issue cannot be resolved do the students need to be directed to speak with instructor.

 

Issue Type Steps BlackBeltHelp Agents should take to resolve issue: If issue is not able to be resolved steps BlackBeltHelp Agents should take for escalation Details of course/issue BlackBeltHelp Agents should include in tickets. (Course name/Number/Instructor/Assignment name/etc…)
Can’t access course Courses are made available to students the Friday before classes begin.  All fully online and hybrid courses use Bb, face-to-face (FTF) use is optional.  Students should be asked when the semester begins, if it is before the Friday before they should be told to check back on the Friday before classes begin.  If it is the Friday before classes begin or later follow the following scenarios:

• If Course is not available to students, they should contact professor.
• If student is registered in SONIS and the course is available to students and the student is not on and available on the roster escalate.
•  If student not registered in SONIS they should register in SONIS

Escalate detailed ticket including all troubleshooting steps. Student name, course name and course ID.
Can’t access Assignments Verify the assignments in question and determine if they are available to students.  If not, they should contact instructor.  If they are available and student can’t access, walk student through process for accessing assignments. Escalate detailed ticket including all troubleshooting steps. Student name, course name and course ID
Can’t Submit Assignments Verify the assignments in questions are set to allow for submissions. If not, student should contact instructor.  If student has already submitted the assignment and the assignment is locked the student should contact instructor to reset or reopen assignment, if they want.

If assignment is set as available, and student is not locked out, student should be walked through how to submit assignments.

Escalate detailed ticket including all troubleshooting steps. Student name, course name and course ID
Can’t access Test/Quizzes Verify the test in question and determine if they are available to students.  If not, they should contact instructor.  If they are available and student can’t access, walk student through process for accessing tests. Escalate detailed ticket including all troubleshooting steps. Student name, course name and course ID
Can’t access Test/Quizzes Verify the test in question are set to allow for submissions. If not, student should contact instructor.  If student has already submitted the test the test is locked the student should contact instructor to reset or reopen assignment, if they want.

If test is set as available, and student is not locked out, student should be walked through how to submit assignments

Escalate detailed ticket including all troubleshooting steps. Student name, course name and course ID
Can’t access discussion forum Verify the discussion forum in question and determine if they are available to students.  If not, they should contact instructor.  If they are available and student can’t access, walk student through process for accessing them. Escalate detailed ticket including all troubleshooting steps. Student name, course name and course ID
Can’t submit discussion post Verify the settings are correct for allowing submissions. If not, student should contact instructor. Escalate detailed ticket including all troubleshooting steps. Student name, course name and course ID
Can’t access Collaborate NA NA Student name, course name and course ID
Video/Audio not working Attempt to determine if it is a hardware or software issue and work with student to diagnose and correct Escalate detailed ticket including all troubleshooting steps. Student name, course name and course ID
Can’t access Drop Box/Files Attempt to determine if it is a hardware or software issue and work with student to diagnose and correct Escalate detailed ticket including all troubleshooting steps. Student name, course name and course ID
Can’t Upload Files Walk student through process for uploading files Escalate detailed ticket including all troubleshooting steps. Student name, course name and course ID
SIMnet Issues Is a student encounters SIMnet issues they should first be directed to their instructor for support.  If instructor can’t address issue, student should be directed to SIMnet Support at 800-331-5094 Escalate detailed ticket including all troubleshooting steps. Student name, course name and course ID

In order to resolve the Blackboard related issue for Students please visit the below link.


Faculty Support

Below is a list of common Blackboard issue types for Faculty, please list steps you wish BlackBeltHelp agents to perform to attempt to resolve the issue and then list steps for escalation if issue cannot be resolved.

 

Issue Type Steps BlackBeltHelp Agents should take to resolve issue If issue is not able to be resolved steps BlackBeltHelp Agents should take for escalation Details of course/issue BlackBeltHelp Agents should include in tickets. (Course name/Number/Section /Assignment name/etc…)
Can’t access course Escalate detailed ticket including all troubleshooting steps. Instructor Name, Course Name and Course ID
Making course available. Instructors do not make their courses available.  Instructors submit a completed pre-semester checklist to their faculty liaison or department chair for approval.  If approved the Blackboard administrator opens the course to students.  Face to face classes, the checklist is sent to Adam Rosen for approval. Escalate detailed ticket including all troubleshooting steps. Instructor Name, Course Name and Course ID
Creating Assignments Walk instructor through process Escalate detailed ticket including all troubleshooting steps. Instructor Name, Course Name and Course ID
Setting due/date for assignment Walk instructor through process Escalate detailed ticket including all troubleshooting steps. Instructor Name, Course Name and Course ID
Making Assignment available Walk instructor through process Escalate detailed ticket including all troubleshooting steps. Instructor Name, Course Name and Course ID
Grading Assignments Walk instructor through process Escalate detailed ticket including all troubleshooting steps. Instructor Name, Course Name and Course ID
Creating Test/Quizzes Walk instructor through process Escalate detailed ticket including all troubleshooting steps. Instructor Name, Course Name and Course ID
Setting due/date for Test/Quizzes Walk instructor through process Escalate detailed ticket including all troubleshooting steps. Instructor Name, Course Name and Course ID
Making Test/Quizzes available Walk instructor through process Escalate detailed ticket including all troubleshooting steps. Instructor Name, Course Name and Course ID
Grading Test/Quizzes Walk instructor through process Escalate detailed ticket including all troubleshooting steps. Instructor Name, Course Name and Course ID
Creating Discussion Topic Walk instructor through process Escalate detailed ticket including all troubleshooting steps. Instructor Name, Course Name and Course ID
Setting due/date for Discussion Posts Walk instructor through process Escalate detailed ticket including all troubleshooting steps. Instructor Name, Course Name and Course ID
Making Discussions Posts available Walk instructor through process Escalate detailed ticket including all troubleshooting steps. Instructor Name, Course Name and Course ID
Creating a Collaborate Session Walk instructor through process Escalate detailed ticket including all troubleshooting steps. Instructor Name, Course Name and Course ID
Collaborate Video/Audio not working Walk instructor through process Escalate detailed ticket including all troubleshooting steps. Instructor Name, Course Name and Course ID
Can’t access Drop Box/Files Walk instructor through process Escalate detailed ticket including all troubleshooting steps. Instructor Name, Course Name and Course ID
Can’t Upload Files Walk instructor through process Escalate detailed ticket including all troubleshooting steps. Instructor Name, Course Name and Course ID
Students not on Blackboard Roster Ask instructor to determine that the student is on the SONIS Roster.  If not on SONIS roster, student is not registered in class.  If on the SONIS roster and not on Bb escalate.  Instructors should not be adding or removing students from the roster. Escalate detailed ticket including all troubleshooting steps. NA

In order to resolve the Blackboard related issue for Instructor please visit the below link.

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