Canvas: myCourses Common Tickets

Summary

This article will cover common myCourses by Canvas Tickets and how to resolve or where to queue

Body

Summary: 

This article will cover common Canvas (myCourses) Tickets and how to resolve or where to queue

Content:

In all cases, student team members should validate that the ticket has the following information:
  • Canvas information - course reference number (CRN) or direct course URL plus the term information 
    • if neither is in the case, then course subject, number, and section are acceptable
      • example: SW 795.1ON or social work 795 section 1 online
  • Instructor information (when applicable to case) - username or 9-digit USNH ID and full name plus email
  • Student information (when applicable) - username or 9-digit USNH ID and full name plus email
  • You should reach out to the case requestor if this information does not exist in a case in efforts to attain the information

When all pertinent information has been validated for the case, then you should investigate the case issue and work to resolve it. This can be done by using your student team admin account (if you do not know what this is or have an issue, please ask), accessing the course, and trying to determine the cause. The TD knowledge base is a great way to search and identify an article with helpful information. Provide feedback to the requestor through a case reply.  TD - Replying to end user with how to article or steps  

If you are unable to resolve, queue to the appropriate team based on the responsibility matrix.  See:  TD - Re-assigning a ticket  

**The scenarios below will help guide case resolution. You should route the case to the appropriate team by using the responsibilities matrix if the scenarios or KB article search do not assist with resolution.

Common ticket scenarios

Any "How-To" or training request case with no KB article Queue the case to:  Group: ET&S TLT - Academic Technology Support and Training (ATST)
A student reports that they are not seeing a course
  • Search for course, check the roster (People from course menu) and confirm that they are not in the course (use you Canvas Admin account)
  • If they are in the course, send the instructions to add the course to their Dashboard https://td.usnh.edu/TDClient/KB/ArticleDet?ID=850
  • If the student is missing, queue the case to:  Group: ET&S TLT - Academic Application Admin
  • If it's the beginning of the semester check to see if the course is published
An instructor reports that they are not seeing a course
  • Search for course, check the roster (People from course menu) and confirm that they are not in the course (use you Canvas Admin account)
  • If they are in the course, send the instructions to add the course to their Dashboard https://td.usnh.edu/TDClient/KB/ArticleDet?ID=850
  • If the instructor is missing, queue the case to:  Group: ET&S TLT - Academic Application Admin
An instructor wants access to a course from a prior term that they taught and lost access too
  • Review the case and confirm the course information (course ID/subject/course number/section)
  • If more information is needed of the requestor, send a case reply to obtain and then queue to: Group: ET&S TLT - Academic Application Admin
  • If all information is in the case, queue to:  Group: ET&S TLT - Academic Application Admin
An instructor wants access to a course from a prior term that they did not teach
  • The instructor needs to obtain approval from that instructor if they are still at UNH
    • Send a message to the requestor and have them forward the approval
    • Queue to: Group: ET&S TLT - Academic Application Admin
  • If the instructor is no longer at UNH they have to request access.
    • Provide these steps:
      • Visit https://ams.usnh.edu and click on Accounts Management System
      • Login with user information
      • Click on 'Request Access to Password/Confidential Information' in the left-hand menu
      • Fill in Requester Information
      • Select 'Grant Access to myCourses course data' from the Request Type field
        • Note: this type of request requires Provost approval
      • Complete the remainder of the form and submit
An instructor wants to add another instructor to their prior term course
  • Review the case and confirm the course information (course ID/subject/course number/section) and instructor details (username and name) are listed
  • If more information is needed of the requestor, send a case reply to obtain and then queue to: Group: ET&S TLT - Academic Application Admin
  • If all information is in the case, queue to:  Group: ET&S TLT - Academic Application Admin
Request to add a user to a course (student, teacher, TA)
Request to bulk enroll users into a course or organization
Cross-list a course
  • Send KB article to cross-list courses https://td.usnh.edu/TDClient/KB/ArticleDet?ID=826 
  • If the requestor replies with an issue, confirm course information and queue to: Group: ET&S TLT - Academic Technology Support and Training (ATST)
  • There are special circumstances where we cross-list courses for instructors or departments. An example would be Paul College and its PAUL-405 and PAUL-406 courses. There are approx. 30 courses each semester with a different instructor for each. Cross-listing on their own is not possible.
    • Administrative permissions can be used to cross-list all sections (use steps from KB above)
    • If this is your first time doing this task or you are not certain, please ask.
De-cross-list courses
  • Review the case and confirm the course information (course ID/subject/course number/section)
  • Queue to:  Group: ET&S TLT - Academic Application Admin
Request for sandbox course
  • Queue to:  Group: ET&S TLT - Academic Application Admin
Instructor submits an incomplete course request for a student
  • Review the case and confirm the course information (course ID/subject/course number/section) and student details (username and name) are listed
  • If more information is needed of the requestor, send a case reply to obtain and then queue to: Group: ET&S TLT - Academic Application Admin
  • If all information is in the case, queue to: Group: ET&S TLT - Academic Application Admin
Grade publishing questions at end of term
  • For questions about using the tool, send this KB article https://td.usnh.edu/TDClient/KB/ArticleDet?ID=1344
  • For training/support questions that follow KB article use, queue to:  Group: ET&S TLT - Academic Technology Support and Training (ATST)
  • For technical issue, queue to: Group: ET&S TLT - Academic Application Admin
Canvas File Storage Increase request
  • Review the case and confirm the course information (course ID/subject/course number/section)
  • Queue to: Group: ET&S TLT - Academic Technology Support and Training (ATST)
Video upload is taking a long time to Process
  • Find out how long is the video? 
  • How long has the video been processing?
  • Did you turn off your computer or did it 'go to sleep' during the process?
    • Take Note: Typically its a 1:1 relationship, meaning if the video is 30 minutes long it will take at least 30 minutes to process.  Kaltura states they will not take technical action until the 24 hour mark.
White Space after embedding a Kaltura video in myCourses:
  • The white space is a known issue with the Kaltura player used for embedding and its unseen area below the video where the transcript will display. The transcript is hidden by default (causing the white space) and, when shown, will fill the white space. This is something that UNH does not have control over and can't be updated.
  • If there are questions or concerns after providing this info, you should route to the ATST team.
   

Need Additional Help?

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

Details

Details

Article ID: 2279
Created
Wed 5/6/20 10:24 AM
Modified
Wed 4/16/25 1:33 PM
Applicable Institution(s):
Granite State College (GSC)
Keene State College (KSC)
Plymouth State University (PSU)
University of New Hampshire (UNH)
USNH System Office