Technology Information For Frontline Staff

No.

• These days it's all self-serve

• We can assist in updating contact details in Student System to enable self-serve password resets

• MyEnrolment - we may need to unlock their account as they've tried the wrong password more than 5 times

  • Error Message ="You are not authorised to access the requested function. Use your browser's back feature to return to the previous function."

• No other account will disable for trying the wrong password too many times

• Email requires a second factor (MFA) - approval from a mobile device

The best thing to say is

• Email is email address

• MyEnrolment is Student ID

• Everything else is short username

Yes, some systems will take either, but we've found getting the students into that habit is better. For example; "I can't get into MyEnrolment" the students are trying their short username and aren't enrolled enough to have that account anymore

Access

• Strictly only for current study purposes

• Should only need access to these systems if they're studying

• MyEnrolment access is forever

• IT Accounts (MySCU/Blackboard, WiFi, Microsoft Office + Email) are linked to their enrolment status in Student System

Creation

• When a student is Admitted & Enrolled

Deletion

• There are multiple delete dates depend on their enrolment status

  • Student has completed their studies? There is a 12 month grace period which allows students to save any data they wish to keep from their MySCU account & SCU email address

  • Student has taken a leave of absence?The student will not be able to enrol into any subjects during this time but they will still have access to their MySCU account & SCU email address for up to 12 months

  • Student has withdrawn?The student's MySCU account & SCU email address will cease effective immediately (within a few hours)

• Access (deletion) will go without warning - so students are advised before changing enrolment status to take a copy of email, One Drive files & MySCU/Blackboard

• Recovery Old Accounts, Email or Files

  • Getting access to deleted information isn't straightforward and not always possible

  • It does require Lecturer/Unit Access plus HoWU approval

  • Normally, information is extracted to a cloud-based service that the ex-student can access

  • We can't re-create an account as it is linked to their enrolment status

• Always recommend setting up two methods Microsoft Authentication App and SMS

• We get many students changing phones but not often their actual number

• Can also use the Microsoft Authenticator App on a tablet e.g. iPAD, Landline

• Students often try their student ID number by mistake

• Short Username = jcitiz10

• When logging they should select Current Students no Blackboard Only

• Understanding all their units aren't the same - accessing Unit Materials, Online Classes can be very different

• The following are handled by the teaching staff ONLY

  • Submission methods type and number of times to submit

  • Extending deadlines

  • Advise the students to find contact details in the MySCU unit under the left-hand grey menu, heading/link "Contacts"

• Technology Services can assist with errors when attempting to upload. It's generally clearing browser cache/history, file type & sizes

• Most things are fixed by clearing cache, using another browser or an incognito window or another device

• Beware that not all websites work fully on a portable device (phone, tablet)

• Students often say they have but haven't or with cache/history they didn't select all time

Ask the student to include as much information as possible;

• Name

• Student ID

• A detailed description of what the enquiry is, e.g. what system they're having trouble accessing

• Wait 24 hours and the card will be automatically activated in the printing system. (there are some exceptions with non-undergrad courses)

• If they need to print today they can login to the MFD without a card

• Sometimes Technology Services will advise a person to get a new card printed either because - they have multiple cards, it wasn't encoded or it's become faulty

• If you can confirm their enrolment is complete in Student System (CiCloud)

• It can take up to 48 hours to show

• Ensure they haven't changed the appearance/hidden units

• It's something we don't advise on

• Each course is different, so maybe put them in touch with faculty to see if there is anything special e.g. some software only runs on a Windows computer

• You'll process the request in Student System (CiCloud) and let the student know when complete and if they want their email address/IT accounts to be updated, send an email to servicedesk@scu.edu.au

• We'll generally work with the student to set the best date/time not to affect assignment submissions etc

• It goes through a few teams so it can take 24-48 hours

• Password won't change just the username, email address & display name (preferred)

Loan Laptops - are available for short term loans from the Library. These will give the student time to complete their assignment while resolving the issues with their device.

Hardware Support

• Only for SCU owned devices

• For personal devices it is only a best effort general pointer/advice

  • Google

  • Take it to a computer repair shop (we won't recommend any)

  • Ask a family or friend who has some IT skills

Software Support

• Some basic how to install - we'll point students at the SCU websites of how to download Microsoft Office, Grammarly, Endnote & Nvivo

• Provide general advice like;

  • Google the error message, look at the manufacturer's support website

  • Contact teaching staff if it's for a unit/recommended by the teacher

  • Some information is available within the unit on MySCU/Blackboard

• We don't show them how to use any software

  • How do we know if they're getting marked on that?

  • We can show them how to find the answers by Google etc

• For SCU devices - will fix errors/faults