ATST: Responsibility Matrix

Summary:

This article will outline what groups are responsible for what applications and issues.

Content:

When queuing tickets find the service at the top of the ticket and look for the TD responsibility here. Please read the details of the case first to identify any discrepancies.

Re-assigning tickets happens using the "Responsibility" field in the ticket. Start typing the dept name in the responsibility field. i.e Application admins, LDI, ATST LST, etc

For steps to reassign a ticket see:  Re-assigning a ticket

In this matrix we've identified the student end goals as these:

Resolving -  figuring out the issue for the user, and ultimately closing the ticket. 

Collecting and/or Provide Information - Collect Information for our (Academic Technology Support and Training) team and or/provide information to the user. 

and Passing On - Passing on the ticket to another relevant party. 

Keep in mind if the Student End Goal is either Collecting and/or Providing Information you will at times still need to pass on the ticket - most notably once information has been collected to either LD&T or App Admins, or if the user is not satisfied with the information they received.

Also note, some of these have more than one end goal, as you're perhaps ultimately both working on  Collecting and/or Provide Information and Resolving a ticket for example. 

Student Responsibility 

Outlines what the student should be looking at for resources and to support the user. Generally the students should be collecting some more details/information and/or looking in the Knowledge Base to find articles that might support/help resolve the users issues. 

Fall 2023 Updates

  • Use the “Group: ET&S OBS - Help Desk (follow-up)” queue to have the HD follow-up with users OR if you need help redirecting tickets in TeamDynamix
  • Using “Group: ET&S OBS - HD Questions” will route the ticket to the Collegis queue and will result in a charge to ET&S.  Please do not re-assign tickets here.

Responsibility Matrix

Tool/service   

Other names   

TD Responsibility   

Student End Goal (Resolve, Collect and/or Provide Information, Pass On)     

Student  Responsibility Details   

Notes    

Academic Software Applications   

   
   

Group: ET&S OBS - DM Desktop Support (UNH) (Group)   

or   

Group: ET&S OBS - DM UNH Computer Lab Management (UNH CLM).   

Pass On    

Pass onto TD Responsibility    

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.   

   

Adobe Creative Cloud Requests   

Adobe CC   

Alicia Medros

Pass On    

Pass onto TD Responsibility   

   

   Alicia needs to approve any requests for students to have access to Adobe products
   

ArcGIS   

mapping tool   

Group: ET&S TLT - Academic Application Admin   

Pass On    

Pass onto TD Responsibility   

   

   
   

AV System & Design Consultation   

AV Technology Enhanced Classrooms   

Hands on classrooms   

Classroom computer support   

Group: ET&S TLT - Learning Space Technologies (LST) Consultations (Group)

Pass On    

Pass onto TD Responsibility   

   

Hardware loaners   

In class audio/visual technical issues   

Banner   

Degreeworks.    

Group: ET&S BSC - Business Applications and Integration (BAAI)

   
   

Pass On    

Pass onto TD Responsibility   

   

   
   

Blog & Blogging   

   
   

Group: ET&S RC - Software Development (WMD)   

Pass On    

Pass onto TD Responsibility   

   

   
   

Chalk and Wire   

 
 

Group: GSC - Instructional Design (Group)   

Pass On    

Pass onto TD Responsibility   

   

   
   

Cayuse    

Research application   

Group: ET&S RC - Research Computing Facilitation & Support (Group)

Pass On    

Pass onto TD Responsibility   

   

   
   

Clockwork   

Group: ET&S OBS - DM Desktop Support

   
   

Pass On    

Pass onto TD Responsibility   

   

   
   

CourseLeaf  

 

Melina-Sarah Elwy 

Pass on  

Pass onto TD Responsibility   

   

CWEP (Child Welfare Education Partnership)  

Canvas Extend/CWEP

Group: ET&S TLT - Academic Application Admin   

Group: ET&S TLT - Academic Technology Support and Training (ATST)

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)  

   

DegreeWorks   

   
   

   
   

Collect and/or Provide Information     

Let the user know to contact the registrars office – provide email and website.    

The registrars office admins this   

registrars.office@unh.edu   

Domain of One's Own (PlymouthCreate)   

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.   

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 

   

 

   

   
   
Drupal University websites Group: ET&S RC - Software Development (WMD) pass on    

EAB/Navigate   

UNH/UNHM

For EAB Training requests send to   

ET&S TLT - Academic Technology Support and Training (ATST)

   

Collect and/or Provide Information   

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 

   
   

Events Calendar   

   
   

Group: ET&S RC - Software Development (WMD)

Pass On    

Pass onto TD Responsibility   

   

   
   

Faculty Activity Reporting   

myElements

FAR   

MyElements   

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.   

"How to" questions - check for KB articles first   

-------------  

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.  

How to questions   

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.  

 
 

How to – general troubleshooting send to LD&T   

 
 

Microsoft 365   

   
   

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. 

 

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   

   

Sandbox Course   

Open course   

Enrollment issues (missing students, adding to past courses, changing Faculty)   

Change display name   

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 

  

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 

 

 

Need Additional Help?

 

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

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