Operations & Administration (Control)

Support

対象学生教員事務運営者

Report questions and problems, answers in your own history; for the team a queue of all requests — and for the provider only the cases a customer explicitly releases.

自分で試す

目的#

Help must be easy to find and must not disappear in an inbox. And a provider that is to help may only see what it is shown.

使い方#

クリック手順CampusServiceSupport

1Open “Help & support” (address /support): at the top “Frequently asked questions”.
2“New request”: choose a category (technology, content, complaint / ombudsperson, other), enter subject and message, tick “confidential” if desired — “Send request” (図 1).
図 1 “New request”: category, subject, message and “confidential”.
図 1 “New request”: category, subject, message and “confidential”.
3Under “My requests” read the history with the support's answers and reply.
4The team answers in the administration under “Support” (support desk): filter by status, expand a request, write “Support's answer …”, set the status and “Answer / update” (図 2).
図 2 The support desk: requests with history, answer field and status.
図 2 The support desk: requests with history, answer field and status.
5If the provider's support needs insight into a student's record, it is granted under “Support access” (address /uds/support-zugang): “Who is it about?”, “For how long?”, “Why?” — “Grant access”. Revoking is possible at any time; access is then closed immediately.
6The provider opens released cases under “Released cases” (address /support-faelle) with “Open case”.

設定とスイッチ#

テナントごとに切替可能既定：オンモジュール：Lernplattform（常に契約）

The status of a request#

Open
In progress
Answered
Closed

Support access: insight only on release#

The everyday case: “Student X cannot get into the exam.” For the provider's support to look in, the university has to allow it — for this one person, for a few days, with a reason, revocable at any time. The reason is in the log of both sides.

The provider sees only the released cases — no inventory, no search, no list of all students. In the case: studies, courses and attempts of this one person.

Who may do what#

Make requests: every signed-in account.
Answer the queue (support desk in the administration): the operator.
Grant and revoke support access: the customer's administration (and the operator), each only for people of their own institution. Accounts without an institution are seen and released only by the operator.
Open released cases: the provider's support, only as long as the release is running.

ヒント#

A confidential request appears in the queue without a name (“confidential”).
The list of released cases shows no names; whoever opens a case is in the log — visible to the provider and to the customer.

自分で試す#

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