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Tool/service
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Other names
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TD Responsibility
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Student End Goal (Resolve, Collect and/or Provide Information, Pass On)
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Student Responsibility Details
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Notes
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Academic Software Applications
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Group: ET&S OBS - DM Desktop Support (UNH) (Group)
or
Group: ET&S OBS - DM UNH Computer Lab Management (UNH CLM).
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Pass On
|
Pass onto TD Responsibility
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Qualtrics and ArcGIS queue to Application admins
Unable to Remote Desktop to a cluster (RDP)
O-365 Office Installs
JMP Licensing
Site Licenses
List of applicationsLinks to an external site.
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Adobe Creative Cloud Requests
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Adobe CC
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Alicia Medros
|
Pass On
|
Pass onto TD Responsibility
|
Alicia needs to approve any requests for students to have access to Adobe products
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ArcGIS
|
mapping tool
|
Group: ET&S TLT - Academic Application Admin
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Pass On
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Pass onto TD Responsibility
|
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AV System & Design Consultation
AV Technology Enhanced Classrooms
Hands on classrooms
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Classroom computer support
|
Group: ET&S TLT - Learning Space Technologies (LST) Consultations (Group)
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Pass On
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Pass onto TD Responsibility
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Hardware loaners
In class audio/visual technical issues
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Banner
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Degreeworks.
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Group: ET&S BSC - Business Applications and Integration (BAAI)
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Pass On
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Pass onto TD Responsibility
|
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Blog & Blogging
|
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Group: ET&S RC - Software Development (WMD)
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Pass On
|
Pass onto TD Responsibility
|
|
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Chalk and Wire
|
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Group: GSC - Instructional Design (Group)
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Pass On
|
Pass onto TD Responsibility
|
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Cayuse
|
Research application
|
Group: ET&S RC - Research Computing Facilitation & Support (Group)
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Pass On
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Pass onto TD Responsibility
|
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Clockwork
|
Group: ET&S OBS - DM Desktop Support
|
|
Pass On
|
Pass onto TD Responsibility
|
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CourseLeaf
|
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Melina-Sarah Elwy
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Pass on
|
Pass onto TD Responsibility
|
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CWEP (Child Welfare Education Partnership)
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Canvas Extend/CWEP
|
Group: ET&S TLT - Academic Application Admin
Group: ET&S TLT - Academic Technology Support and Training (ATST)
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Pass on
|
Check the ticket for context, we mainly work with CWEP in the context of Canvas Extend (a system that allows for access to a Canvas Instance for USNH students and for external students) Pass onto App Admins if the ticket is about Adding/editing instructors for a course.
Pass onto Group: ET&S TLT - Academic Technology Support and Training (ATST) if it an inquire into Canvas training, or checking any course content.
There may be some additional parties to evaluate the ticket if say it's about email (in those cases use this matrix for additional teams you might send the ticket to)
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DegreeWorks
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Collect and/or Provide Information
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Let the user know to contact the registrars office – provide email and website.
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The registrars office admins this
registrars.office@unh.edu
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Domain of One's Own (PlymouthCreate)
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Plymouth State's Plymouth Create Domain of One's Own (DoOO) gives students the tools needed to explore their digital identity and construct their own space online.
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ET&S TLT - Academic Technology Support and Training (ATST)
or
Group: ET&S RC - Software Development (WMD)
|
Resolve, Collect and/or Provide Information
|
Before passing on Check KB for common issues with Plymouth Create.
Send them a KB if you find one that might help.
See if the user noted out their specific issue. Ask questions if it’s unclear what they’re experiencing. Make sure they include their web URL
i.e. “mysite.plymouthcreate.net” ask for the web URL if it isn’t present.
If a technical problem send to Software Development
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| Drupal |
University websites |
Group: ET&S RC - Software Development (WMD) |
pass on |
|
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EAB/Navigate
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UNH/UNHM
|
For EAB Training requests send to
ET&S TLT - Academic Technology Support and Training (ATST)
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Collect and/or Provide Information
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Identify if the request is for training or not, if you’re not sure send the user a message to clarify what the request is. If it is for training collect details on the request with the 5 W’s (who, what, where, when why).
Key words associated with Navigate: Kiosk, Appointment, Appointment Center, Advising
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Events Calendar
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Group: ET&S RC - Software Development (WMD)
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Pass On
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Pass onto TD Responsibility
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Faculty Activity Reporting
myElements
|
FAR
MyElements
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Group: ET&S TLT - Academic Technology Support and Training (ATST)
|
Resolve, Collect and/or Provide Information
|
If there are "How to" questions - check for KB articles first to see if any of them answer the question(s). Send them a KB if you find one that might help.
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"How to" questions - check for KB articles first
-------------
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Gradescope
|
Grading software within Canvas
|
Group: ET&S TLT - Academic Technology Support and Training (ATST)
|
Resolve, Collect and/or Provide Information
|
Search KB for How to questions to see if there is an answer to their issue. Send them a KB if you find one that might help.
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How to questions
|
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Lecture Capture
|
media.unh.edu
mediaspace.plymouth.edu
Kaltura
|
Group: ET&S TLT - Academic Technology Support and Training (ATST)
|
Resolve, Collect and/or Provide Information
|
Search KB for How to questions to see if there is an answer to their issue. Send them a KB if you find one that might help
|
Any video issues get assigned to ATST
How to Questions
|
|
Mahara
|
e-port, P&T, Promotion and Tenure
|
Group: ET&S TLT - Academic Technology Support and Training (ATST)
Or
Group: ET&S TLT - Academic Application Admin
|
Resolve, Collect and/or Provide Information
|
Search KB for How to questions to see if there is an answer to their issue. Send them a KB if you find one that might help.
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How to – general troubleshooting send to LD&T
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Microsoft 365
|
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Training - Group: ET&S TLT - Academic Technology Support and Training (ATST)
Group: ET&S OBS – M365 PowerPlatform & SharePoint Development
|
Pass On
|
Training requests go to LD&T for Microsoft Teams Meetings or Microsoft Forms Basics. Everything else send to OBS PowerPlatform.
Pass onto TD Responsibility
|
Tickets about Use Case or Consulting requests will go to this group.
|
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Math Placement Exam (PSU)
|
|
Group: ET&S TLT - Academic Application Admin
|
Pass on
|
|
Ensure the ticket has student information to be added
|
|
Moodle
|
LMS previously used at PSU and Granite
|
Group: ET&S TLT - Academic Application Admin
|
Pass On
|
Pass onto TD Responsibility
|
Technical questions
|
|
myCourses
|
Canvas
|
Group: ET&S TLT - Academic Application Admin
|
Resolve, Collect and/or Provide Information
|
Ask clarifying questions if you’re not sure who is having an issue, if you’re not sure how many Sandbox courses they need, then send to pass onto TD Responsibility
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Sandbox Course
Open course
Enrollment issues (missing students, adding to past courses, changing Faculty)
Change display name
|
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myCourses
|
Canvas
|
Group: ET&S TLT - Academic Technology Support and Training (ATST)
|
Resolve, Collect and/or Provide Information
|
For "How to" questions - check for KB articles first
If missing details about the course, people involved, ask for clarifying information. You have the ability to look at a few things within Canvas using your admin access. Email or Check Canvas for clarifying details, Not sure what you can do with your admin access? Check Learning Design & Technology Student Team Knowledge Resource
|
"How to" questions - check for KB articles first
Space/Quota increase for a course
Training
Gradebook/Speedgrader
Quizzes
Respondus
Embedded media
Copy course information
Combining sections
Turnitin Similarity
Extend UNH
|
| myCourses |
Canvas |
Amanda Crowell and Chanda Cummingham-Spence |
Pass On |
Pass on to TD Responsibility |
Billing for Canvas Extended |
| myCourses (Canvas Credentials) |
Canvas Credentials, Badging |
|
Pass On |
Point user to SharePoint Site https://universitysystemnh.sharepoint.com/sites/UNHOnlineandContinuingEducationHub/SitePages/Microcredential-a%20resource%20for%20faculty.aspx?csf=1&web=1&e=4XRcLa&CID=213b92a1-40f6-8000-7995-b7c004bf1b3e&cidOR=SPO
Pamela Doherty is the contact
|
|
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MyCourses (LTI)
|
|
Group: ET&S TLT - Academic Technology Support and Training (ATST)
|
Resolve, Collect and/or Provide Information
|
Check to see if a request as been added yet before sending ticket to ATST or application admins https://universitysystemnh-my.sharepoint.com/:f:/r/personal/djb1_unh_edu/Documents/BOX/Academic%20Technology%20-%20All%20Staff/Products%20%26%20Services/Canvas/LTI?csf=1&web=1&e=4OnelM
|
Canvas - Learning Tool Interoperability. 3rd party plug ins to Canvas
|
| myCourses |
|
Group: CPS Online - Instructional Design(Group) |
Pass on |
Courses created by College of Professional Studies that have issues with content or design would go to the ID's in the College of Professional Studies. Technical issues with Canvas would go to the TLT Academic Technology and Support and maybe to the App Admins |
|
|
myElements
|
|
Group: ET&S TLT - Academic Technology Support and Training (ATST)
|
Collect and/or Provide Information
|
For "How to" questions - check for KB articles first
If missing details about the content, ask more clarifying questions.
|
How To:
Information not showing
|
|
myPortal (pathify)
|
my.usnh.edu
|
Training: ET&S TLT - Academic Technology Support and Training (ATST)
|
Collect and/or Provide Information
|
"How to" questions - check for KB articles first
|
"How to" questions - check for KB articles first
|
|
myPortal (pathify)
|
my.usnh.edu
|
Group: ET&S - Business Applications and Integration (BAAI)
|
Pass on
|
User is asking for new pages, Groups, or configuration, etc
|
|
| PCard Training |
|
|
pass on |
Users with issues on the Canvas Pcard training |
|
|
Parker Media Lab
|
PML
|
|
Pass on
|
Pass onto either UNH Library (for Equipment Checkout) or Michael McIntire (for use of the space)
|
Eventually check out process will go to the Webcheckout until then use interim process. For training requests check the training calendar https://www.usnh.edu/it/training-resources
Then send training request to LD&T for now – LD&T will determine if the training request should be directed to LD&T (use) or LDI (pedagogy).
|
|
Personal web pages (myPages)
|
|
Group: ET&S RC - Software Development (WMD)
Web
|
Pass On
|
Pass onto TD Responsibility
|
|
|
Pressbooks
|
A OER (open educational resource) system at Plymouth State which allows the Plymouth State Community to publish free materials. Website is press.plymouth.edu
|
ET&S TLT - Academic Technology Support and Training (ATST)
|
Collect and/or Provide Information
|
Before passing on Check KB for common issues with Pressbooks
Send them a KB if you find one that might help.
If it’s a request for a new account (aka digital book) send directly to LD&T .
Ask questions if it’s unclear what they’re experiencing. Make sure they include their web URL if it’s an existing pressbook I.e. “mybook.press.plymouth.edu” ask for the web URL if it isn’t present.
|
|
| Pressbooks |
|
Group: ET&S TLT - Academic Application Admin |
|
This would be for any new site that needs to be created |
|
|
Print management
|
Lab printers
|
Group: ET&S OBS - DM Desktop Support (UNH) (Group)
|
Pass On
|
Pass onto TD Responsibility
|
|
|
PlymouthCreate (Domain of One's Own)
|
Plymouth State's Plymouth Create Domain of One's Own (DoOO) gives students the tools needed to explore their digital identity and construct their own space online.
|
Group: ET&S RC - Software Development (WMD)
|
Resolve, Collect and/or Provide Information
|
Before passing on Check KB for common issues with Plymouth Create.
Send them a KB if you find one that might help.
See if the user noted out their specific issue. Ask questions if it’s unclear what they’re experiencing. Make sure they include their web URL
i.e. “mysite.plymouthcreate.net” ask for the web URL if it isn’t present.
If there is a technical issue pass onto Software Development.
|
|
|
Qualtrics
|
Survey Tool
|
Group: ET&S TLT - Academic Application Admin
|
Collect and/or Provide Information
|
Identify issue if it’s changing owner or adding a user send to this responsibility group
|
changing owner or adding a user
|
|
Qualtrics
|
Survey Tool
|
Qualtrics
|
Resolve, Collect and/or Provide Information
|
Identify issue if it’s changing owner or adding a user send to the above responsibility group
Otherwise direct users to Qualtrics for support using KB article titled Qualtrics - How to Get Support
|
UNH does not support "How to" for Qualtrics.All User support outside of above, users can go direct to Qualtrics.
|
|
Remote Student does not have Internet Access
|
|
Group: ET&S OBS - Help Desk (follow-up)
|
Pass On
|
Pass onto TD Responsibility
|
|
|
Reporting: Keene State
|
Individuals looking for reports regarding student enrollment, graduation etc
|
Colleen Pascu
|
Pass on
|
Keene state data center
|
|
|
Salesforce Marketing Cloud
|
|
Group: ET&S OBS - CRM Directed Communications (Group)
|
Pass On
|
Pass onto TD Responsibility
|
|
|
myWildcat Success
Student Success management system
|
Advising software
|
Group: ET&S TLT - Academic Technology Support and Training (ATST)
|
Resolve, Collect and/or Provide Information
|
For "How to" questions - check for KB first. If there is a request for training pass along
|
"How to" questions - check for KB articles first
Request training
|
|
myWildcat Success
Student Success management system
|
Advising software
|
Group: ET&S TLT - Academic Application Admin
|
Collect and/or Provide Information
|
Collect information about issue, where is it occuring. Then Pass on.
|
Can't access, errors
|
|
Student Response System (iClicker)
|
|
Group: ET&S TLT - Academic Technology Support and Training (ATST)
|
Collect and/or Provide Information
|
Before passing on Check KB for “How to” articles on iClicker.
Send them a KB if you find one that might help.
|
How to
Technical issues
|
|
Teaching Evaluation UNH (SEL)
|
Blue
|
Group: ET&S TLT - Academic Technology Support and Training (ATST)
|
Resolve,
Collect and/or Provide Information
|
Before passing on Check KB for “How to” articles on Blue.
Send them a KB if you find one that might help.
|
"How to" questions - check for KB articles first
|
|
Teaching Evaluation UNH (SEL)
|
DIG , Data Integrity Gateway
|
Group: ET&S TLT - Academic Application Admin
|
Pass On
|
|
Unable to access reports
|
|
Teaching/Course Evals (Plymouth)
|
|
Group: ET&S TLT - Academic Technology Support and Training (ATST)
|
Pass On
|
|
|
|
usnh.domains
sites.usnh.edu
USNH Blogs (USNH websites/blogs)
|
Website/wordpress blog development |
Group: ET&S RC - Software Development (WMD) |
Pass on |
|
|
|
Web Surveying
|
Qualtrics
|
Group: ET&S TLT - Academic Application Admin
|
Pass On
|
|
|
| Workday |
Employee Information |
Group: ET&S OBS - Help Desk (follow-up) (Group) |
Pass On |
|
|
|
Plymouth.edu, unh.edu, granite.edu or anything website related
|
|
ET&S RC - Software Development (WMD).
|
Pass on
|
Make sure to clarify the website before passing on tickets, currently LD&T helps manage a few web systems including plymouthcreate.net and press.plymouth.edu
|
|
|
Zoom
|
on-line meeting and video
|
|
Resolve, Collect and/or Provide Information
|
In the summer of 2025, we transitioned from using Zoom to using Teams Meetings, as our main webconferencing software in the Knowledge Base there are some articles about purchasing Zoom mostly located under Teams Meetings resources. All other questions can be directed to Zoom support directly.
|
Webinar License Requests
Invalid Group
License Increase
|
|
Zoom
|
on-line meeting and video
|
|
Resolve,
Collect and/or Provide Information
|
In the summer of 2025, we transitioned from using Zoom to using Teams Meetings, as our main webconferencing software in the Knowledge Base there are some articles about purchasing Zoom mostly located under Teams Meetings resources. All other questions can be directed to Zoom support directly.
|
How to Questions
Technical questions
|