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
What do you specifically want them to do/not do?
Ian
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.
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 | 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 | 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 |