Summary:

This article will outline several common questions regarding TeamDynamix ticket.  This is a living document.

Content:

Ticketing Queue Management

1. Let the person assigned to the ticket queue handle tickets as they come into the Shared Student queue. 
2. Tickets will NOT be assigned to specific individuals.
3. Tickets will be dropped into the Unassigned Queue: ET&S TLT - Academic Technology Support and Training (ATST) queue. 
4. The person assigned to the queue will post a Teams chat message to alert the team.
   • The student team will not have this expectation. 
5. Any ticket that resides in the queue is free to be taken by one of the ATST team members (make sure you take ownership to alert the team).

Teaching and Learning Technologies Training Sessions

Refer to the Teaching and Learning Technologies Training Calendar https://www.usnh.edu/it/training-resources for all upcoming sessions. Each session has the Zoom join link listed in the details.

Common KBs

We have created an Instructional Continuity Resources category https://td.usnh.edu/TDClient/KB/?CategoryID=247 and pinned it at the root level of the knowledge base for quick access to the three tools that we are specifically recommending faculty use for online instruction. 

Canvas 

• Getting started: https://td.usnh.edu/TDClient/KB/ArticleDet?ID=896&SIDs=734
• Communication with students: https://td.usnh.edu/TDClient/KB/ArticleDet?ID=1560&SIDs=734
• Adding a syllabus: https://td.usnh.edu/TDClient/KB/ArticleDet?ID=1719&SIDs=734
• Assignments user guide: https://td.usnh.edu/TDClient/KB/ArticleDet?ID=1631&SIDs=734
• Quiz best practices: https://td.usnh.edu/TDClient/KB/ArticleDet?ID=912&SIDs=734
• Grading using Speedgrader: https://td.usnh.edu/TDClient/KB/ArticleDet?ID=1554&SIDs=734
• Managing the course menu: https://td.usnh.edu/TDClient/KB/ArticleDet?ID=1536&SIDs=734
• myCourses and OneDrive best practices: https://td.usnh.edu/TDClient/KB/ArticleDet?ID=909&SIDs=734
• Best practices for online assessments: https://td.usnh.edu/TDClient/KB/ArticleDet?ID=2196
• Respondus
  • Faculty Overview: https://td.usnh.edu/TDClient/KB/ArticleDet?ID=2211
  • Reviewing Results: https://td.usnh.edu/TDClient/KB/ArticleDet?ID=2212
  • Student Overview: https://td.usnh.edu/TDClient/KB/ArticleDet?ID=2210
  • FAQ at bottom of this article
• myCourses - Requesting Access to Another Users Course Content - https://td.usnh.edu/TDClient/KB/ArticleDet?ID=2214
• Canvas Gradebook Bug:  Canvas has created a bug ticket and will work on resolving in a future release.
  •   When Test Student is present in a gradebook and anonymous grading has been selected and has no submission for an assigment, to work as expected the user must delete the test student from the course. It appears that the gradebook was unfortunately counting it as an ungraded submission to the assignment and therefore was still hiding the annotations and grades for all users.
• Discussions:  is there a way to see who and what post a student reponded to?

  • Right now there is not a way to view the post a student responded to.   You can use the link to view the entire discussion and use the Search field to locate the student’s post. link to the Canvas guides if you want to review the Speedgrader functionality. https://community.canvaslms.com/t5/Instructor-Guide/How-do-I-grade-a-graded-discussion-in-SpeedGrader/ta-p/990

    I am also attaching the Canvas guide about Discussion for reference about using Discussions.  https://community.canvaslms.com/t5/Canvas-Basics-Guide/What-are-Discussions/ta-p/3

• UNH Extend:  Anyone asking to create a new account should contact the manager of the (ATST Team).  

• Some Further Extend information is here: https://td.usnh.edu/TDClient/60/Portal/KB/ArticleDet?ID=5175

Microsoft 365

• ATST Supports Microsoft Teams Meetings: Information is within the KB category here:  https://td.usnh.edu/TDClient/60/Portal/KB/?CategoryID=945
• Microsoft Teams: Converting a USNH User from an Unverified User to a Verified User in Microsoft Teams Meetings and Understanding Unverified, Guest or External Users
• Microsoft Teams: Differences between Teams and Zoom Webinars
• Teams Meetings: Accessing or Joining Teams Meeting or Webinar on a browser
• Teams Meetings: An Overview of USNH Web Conferencing Software
• Teams Meetings: Creating Persistent Meeting Links
•  
  Teams Meetings: Getting Started
•  
  Teams Meetings: Integration with Canvas
• Teams Meetings: Join or Access a Teams Meeting from a Mobile Device With or Without a USNH Account
• Zoom and Microsoft Teams: Comparison of Microsoft Teams and Zoom Meetings Features
• Zoom and Microsoft Teams: FAQ
   

Zoom 

• Overview of tool: https://td.usnh.edu/TDClient/KB/ArticleDet?ID=1250&SIDs=736
• Teaching online with Zoom: https://td.usnh.edu/TDClient/KB/ArticleDet?ID=2176&SIDs=736
  • This resource highlights the use of Zoom from a Canvas including how to activate it to the course menu
• Starting a meeting and sharing a PowerPoint: https://td.usnh.edu/TDClient/KB/ArticleDet?ID=2194&SIDs=736
• Zoom: Using Breakout Rooms: https://td.usnh.edu/TDClient/KB/ArticleDet?ID=2218 (UNH knowledge base article)
• Breakout rooms (vendor support articles)
  • Getting started: https://support.zoom.us/hc/en-us/articles/206476093-Getting-Started-with-Breakout-Rooms
  • Managing breakout rooms: https://support.zoom.us/hc/en-us/articles/206476313-Managing-Video-Breakout-Rooms
• Zoom: Using Polling Functionality: https://td.usnh.edu/TDClient/KB/ArticleDet?ID=2201
• Mac Users unable to use virtual background due to their computer specs not being enough: 
  • Suggest that they reintall zoom or check for updates: https://td.usnh.edu/TDClient/KB/ArticleDet?ID=1852
• How to Move Records from Zoom to Kaltura: https://td.usnh.edu/TDClient/KB/ArticleDet?ID=2209&SIDs=736
  • The specific use case for this support article is for when faculty record a Zoom session, but it never processes in Kaltura. Follow these steps!
• Student Consent for video?  Student consent is not needed for Zoom class recordings, assuming the recording is being used solely for that class and educational purposes
• Waiting Room order, Does Zoom track the order to which attendees entered the Waiting Room or given them an indication on how many others are waiting? 
  Unfortunately the answer is no. Zoom doesn't track the order of people arriving in the waiting room.   You can see who is in the waiting room in your manage participants window, and set up an audible notification when someone enters it. I suggest keeping your participants window open and mentally noting or writing down the initials of the students as they arrive.
• Retrieve Attendance Data in Zoom (internal article):  https://td.usnh.edu/TDClient/60/Portal/KB/ArticleDet?ID=2421
• Zoom Updates:  automatic updates are disabled - your machine requires new gateway settings. If you jump on the UNH VPN, then your machine should update with those for you. It should allow you to do the Zoom update as well. Here are two support articles, of which finding the new Zoom app and installing is included.

https://td.usnh.edu/TDClient/KB/ArticleDet?ID=1399
https://td.usnh.edu/TDClient/KB/ArticleDet?ID=1739"

Kaltura

• Capture overview: https://td.usnh.edu/TDClient/KB/ArticleDet?ID=1437&SIDs=735
• Capture getting started: https://td.usnh.edu/TDClient/KB/ArticleDet?ID=1677&SIDs=735
• Capture advanced options: https://td.usnh.edu/TDClient/KB/ArticleDet?ID=1773&SIDs=735
• Embedding Kaltura media into myCourses (Canvas): https://td.usnh.edu/TDClient/60/Portal/KB/ArticleDet?ID=914 
• Mediaspace uploading media: https://td.usnh.edu/TDClient/KB/ArticleDet?ID=1414&SIDs=737
• Mediaspace publishing and sharing media: https://td.usnh.edu/TDClient/KB/ArticleDet?ID=1434&SIDs=737
• Kaltura: Requesting Access to Another Users Streaming Media Files  - https://td.usnh.edu/TDClient/KB/ArticleDet?ID=2215
• Faculty support for first few weeks of classes should be done by directing faculty to use https://td.usnh.edu/TDClient/60/Portal/Requests/ServiceDet?ID=177 and making sure they add "Tech 2 Start" in the comment field

Other

• Software Available to students:  KB:  Clusters and Computer Labs Software - Remote Access 
• Managing Course Menu:  KB: myCourses - Managing the Course Menu
• URC - Undergraduate Research Conference:   
  • URC coordinator documentation: https://td.usnh.edu/TDClient/KB/ArticleDet?ID=2236
  • URC student documentation: https://td.usnh.edu/TDClient/KB/ArticleDet?ID=2239

Common Ticket Routing

Application Administration Team Support

The following list outline the applications and services that the Application Administrators (Group: ET&S TLT - Academic Application Admin) manage and support. Use this matrix to properly route cases.

Applications

Services

Common Questions

• Zoom vs. Kaltura recording distinction:
  • Faculty can indeed choose to use Zoom to do lecture recordings. When recorded in the cloud it ensures they are not limited by their computer for local recording. However, when they record their desktop/ppt/etc and their web camera the talking head portion of the recording will cover up a portion of whatever is being shared. This means students may not be able to view the entire contents of the screen or presentation and miss valuable information. Because of this, we should recommend whenever possible faculty record with capture if they are not recording a synchronous meeting. The Capture player will allow students to switch between views and not miss any content delivered.
• Zoom Polling for Attendance: 
  • UNH administration is asking faculty to relax their attendance policy for synchronous sessions.  As we transition to a remote classroom environment it will take time for everyone to become comfortable.  There are also time zone issues that may come into play. 
• Zoom Attendance report:  Zoom does track who was part of your meeting. If you access Zoom through myCourses there is an analytics area that will allow you to see who was in attendance.  
  • Click Zoom in the left in the blue menu. 
    At the top of the page next to Schedule a Meeting and click on All My Zoom Meetings/Recordings. 
    Click the Tab Previous meetings. 
    Click Report this will list participants that joined and how long they were connected. 
• Presenting PPT in Zoom: 
  • Screen Sharing a PowerPoint Presentation: https://support.zoom.us/hc/en-us/articles/203395347-Screen-Sharing-a-PowerPoint-Presentation
  • Start the presentation and see your notes in Presenter view: https://support.office.com/en-us/article/start-the-presentation-and-see-your-notes-in-presenter-view-4de90e28-487e-435c-9401-eb49a3801257
  • Tips: https://support.emerson.edu/hc/en-us/articles/360015811011-Zoom-Presentation-and-Conference-Tips
• Zoom - Pre-assigning participants to Breakout Rooms
  • Template .csv can be found in this article as well
    • https://support.zoom.us/hc/en-us/articles/360032752671-Pre-assigning-participants-to-breakout-rooms#h_f1d7287d-ade8-4b73-b0b9-37365faecf55 
• What if I don’t have Internet access at home?
  • There are options to get Internet service from the following vendors if you are eligible.
    • Comcast Internet Essentials: 60 days of free Internet to low income families
    • Charter Communications will offer free Spectrum broadband and WiFI access for 60 days to households with college students who do not already have a Spectrum broadband subscription at any service level up to 100Mbps.oTo enroll call 1-8944-488-8395. Installation fees will be waived for new student households.
    • Xfinity WiFi hotspots across the country will be available to anyone who needs them for free. For a map of Xfinity WiFi hotspots, visit online here.
    • If you have a cell phone plan that includes Internet data services, it is usually possible to setup the phone to be a personal hotspot. Once the hotspot is setup, it can be used from a laptop or other device. Check with your cell phone provider about doing this.
    • You may have access to eduroam. This secure Wi-Fi network is implemented by educational institutions world-wide, and is available at parking lots at UNH, UNH-M, PSU, KSC, Granite, and UNH Law.
      • To use eduroam:
        • Drive to/near the participating institution’s campus
        • Connect to the eduroamnetwork by entering your UNH username and password.
        • If your device was already setup for Wi-Fi access on one of the UNH campuses, it should automatically connect.
      • Locations (Access maps with locations):
        • UNH –Goss Building, 121 Technology Drive, Durham, NH
        • UNH Manchester –88 Commercial, Street Manchester, NH
        • USNH System Office –5 Chenell Drive, Concord, NH
        • UNH Law –2 White Street, Concord, NH
        • Plymouth State University –Court Street, Plymouth, NH
        • Keene State College –Blake Street, Keene, NH 
• AV Services:  OWL Pro units
  • updated AV classroom site to reflect all of the rooms that will be receiving Owls. This is found by using the filter on the equipment item “Owl Camera/Speaker/Mic”, you can load this list directly with this link: 
    • https://www.unh.edu/it/audiovisual-services/technology-enhanced-classrooms?campus=626&field_building_value=All&field_equipment_value=owl&field_tech_room_type_tid=All
  • Owls in Durham will be dedicated to the rooms they have been assigned to by the Registrar, they will not move from the room and will be secured in some fashion. All Owls will be on a tripod, and will be relatively mobile for repositioning in the room by faculty, as they will have about 20 feet of USB and power cord length to play with. 
  • At this time there has not been a decision to purchase a larger batch of owls to develop a “loaner” pool of Owls that can be reserved as-needed. Durham Owls will only be available to be used in the classrooms identified. This could change at a later date
• If UNH goes 100% remote will I be able to come to campus and conduct class in my classroom
  1. This was available in spring and we expect it would be for this fall
• Am I allowed to record, and what do I need to do
  1. If sharing with your class you need it on your syllabus and verbally acknowledged in class
  2. If you want to re-use it for future terms you need students to sign consent
• I am worried my students will not hear me with a mask
  1. Students on zoom will hear very well
  2. There will be microphones/voice amplification available for some mid-sized classrooms, these will be announced soon
  3. Departments and colleges are looking to purchase individual microphones, check with your Dean’s office
  4. Test it out!  In the room we were in we could all hear each other fine from front to back
• PML and Media Projects              
  1. PML questions can be directed to Michael McIntire 
• Group work in the classroom
  1. Suggestions: https://mycourses.unh.edu/courses/69598/pages/guided-menu
  2. Use zoom breakout rooms, but students may need to bring headphones or use chat to communicate
  3. Do partners instead of groups so they can sit distanced and have some conversation easier than larger groups
• Qualtrics
  • I need to change the ownership of a survey:   Ticket gets assigned to Group: ET&S TLT - Academic Application Admin
  • I need help understanding how to build a survey and other features:  UNH does not support how to use qualtrics, users go directly to qualtrics support.  Please see the following article:  https://td.usnh.edu/TDClient/60/Portal/KB/ArticleDet?ID=1912

Need Additional Help?

Contact the ET&S Help Desk team on your local campus.