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JHU Blackboard Self Service Support

Summary

JHU Blackboard Self Service Support facilitates troubleshooting of several key user issues which can detract from the Blackboard experience at JHU.

Entry Points

  • Support tab – Users should see the tab at the top right of their screen when logged into Blackboard
  • Check Support – Link in the My Courses Plus module quickly connects users to the support area when they do not see their course listed
  • Landing Page – When a user selects one of the above, they will land on the Course Alerts page.

Primary Functions

Action Buttons are listed in the Support app to access different support functions. The buttons displayed differ depending on the user’s role.

Instructor – Defined as having at least one instructor enrollment in Blackboard for the currently reviewed terms

  1. Course Alerts:
    • Displays the course name, count of issues, problem, and resolution for each issue related to a course. There are several cases that could cause a student to be unable to access the course site, so resolution options are provided to the instructor.
  2. Change Email
    • Provides current email in Blackboard and instructions for changing it
  3. Merge Course
    • Provides instructions for merging a course
  4. Increase Quota
    • Provides instructions for increasing a course’s storage amount. The default is 2 GB, and is doubled with each request unless a larger size is explicitly requested.
  5. Remove Instructor
    • Sometimes other instructors are assigned to a course, but should not be. In this case, one instructor can request the removal of another. Both instructors will be contacted when this change is executed.
  6. Tutorials
    • Provides a link to further help documentation

Students – Defined as having no instructor enrollments in Blackboard and having at least one enrollment in SIS for the currently reviewed terms

  1. Course Alerts:
    • Displays the course name, count of issues, problem, and resolution for each issue related to a course. There are several cases that could cause a student to be unable to access the course site, so resolution options are provided. Many times, the resolution will be to contact a “valid” instructor. These include instructors that are assigned in SIS or added manually and exclude administrative or support staff that may have an enrollment.
  2. Change Email
    • Provides current email in Blackboard and instructions for changing it