Totara Learn Open Discussions

Developing a HelpDesk role and associated permissions

 
Jennifer Butts
Developing a HelpDesk role and associated permissions
di Jennifer Butts - Tuesday, 29 May 2018, 11:36
Gruppo Partners

We are trying to figure out the best way to setup/develop a plan for our helpdesk staff to see nearly everything int he system and interact with the system without having them inadvertently change anything. Has anyone built a unique role and associated permissions for this type of effort?

Thank You

Ian MacKinnon
Re: Developing a HelpDesk role and associated permissions
di Ian MacKinnon - Thursday, 31 May 2018, 00:44
 

What do you specifically want them to do/not do?

Ian

Jennifer Butts
Re: Developing a HelpDesk role and associated permissions
di Jennifer Butts - Thursday, 31 May 2018, 09:39
Gruppo Partners

We need them to look into courses, resolve identification of SCORM completion errors, answer questions about why someone is being notified of a course, who assigned the course, etc. But we want them to not have actionable rights, more a view only option. But I cannot figure out a way to let them see everything without creating a cluster of roles.


  1.  Help Desk Skills Matrix


The below documents the contact and end user/customer inquiry types currently supported by DOI Help Desk tiered support model broken down by the current TMS  and DOI Talent functional area (column A), the specific related contact/inquiry types for each functional area (column B) and the DOI Help Desk tier that currently has the access and capability to resolve the inquiry (column C).  This skill matrix serves as a current “as-is” support model.

6.1 Learning Management System
- Security

Functional Area

Contact/Inquiry Type Supported

Tier 1/2/3

Responsible Organization

Learning Management
- Security

I need my Role’s password/account reset?

Tier 1

OCIO/CSC

I have received multiple emails and/or requested more than one reset and not sure which temp password I should use? (minority of end users/non SSO)

Tier 1

OCIO/CSC

I am getting an error saying my account is suspended or invalid

Tier 2/3

Dependent of customer type (DOI vs. Non-DOI)

I need my user id changed or it is incorrect or my email has changed/created a duplicate account  (minority of end users/non SSO)

Tier 1

OCIO/CSC

I need assistance with updating my profile in LM?

Tier 1

OCIO/CSC

I need to change the supervisor but they are not on the list? How do I change my supervisor?

Tier 1

OCIO/CSC

I need to complete or create a learning plan for an employee.  

Tier 1

OCIO/CSC

How do I access the system, which URL to use for access

Tier 1

OCIO/CSC

Learning Management
- Security

I am being prompted to download/upgrade JAVA/flash or other plug-in.(Refer to local IT)

Tier 1/2/3

Dependent of customer type (DOI vs. Non-DOI)

Which Browser should I use? How do I optimize my browser settings?  

Tier 1/2/3

Dependent of customer type(DOI vs. Non-DOI)

I am able to login but my page isn't loading, what do I do? (Course specific)

Tier 1

OCIO/CSC

I am a Course Creator or Editing Trainer and cannot complete/correct an upload.

Tier 1/2

Dependent on issue

What are the password requirements? (non-SSO)

Tier1

Very few PW customers

I am getting an error or a loading error? What does it mean?

Tier 1/2/3

Dependent of customer type (DOI vs. Non-DOI)

I need assistance navigating in LM.

Tier 1

OCIO/CSC

Administrative/supervisor questions about reports.

Tier 1/2/3

Dependent of customer type (DOI vs. Non-DOI)

How do I confirm registration to a course?

Tier 1

OCIO/CSC

I am an SSO learner and am having trouble logging in

Tier 1

OCIO/CSC

I can not select the test to access the final assessment?

Tier 1

OCIO/CSC