Adventures in Technology Enhanced Learning @ UoP

Tag: service desk

New Modules for Moodle 2019-20

As one academic year comes to an end, it’s time to start planning ahead. Do you have approval for any new 2019/20 modules?  Would you like to start creating them now?

Take the following simple steps to setup your new Moodle modules.

Step 1

Complete the New Moodle Module Request form on the Service Desk Landing Portal, click on the Log a service request icon.

Three icons each with a different title 1. Report a Fault. 2. Log a service request. 3. My Authorisations

This will bring you to the My Services page, firstly make sure that you are on the All My Services tab, then select the Moodle link.

This screens shows you the All My Service page with the different icons for different services in the university

Step 2

On  the Moodle service page, click on blue Moodle Request on the lower half of the screen.

Three boxes the last one saying Moodle Request

Step 3

From  the Moodle Request page, click on the drop-down arrow alongside What would you like to do? Select Request a new module to be created on Moodle, then click Next. Use the page that appears to input the details of your module. Please make sure that all mandatory fields (denoted by a red asterisk) are completed.

A form to request a new modules to be created in Moodle

Step 4

When you’re happy with the information you have supplied click Finish. Once the form has been submitted you’ll receive an email confirming your request and a reference number.

We’ll get to work creating your site for you and then we’ll send you an email to confirm when it’s ready for you to create. Don’t forget to ask for help from your faculty Online Course Developers, should you need it.

You’ll notice that Moodle modules look a little different this year, as we’ve incorporated a Moodle Baseline template. The Moodle Baseline template features five tabs: welcome, module overview, learning outcomes, reading lists and assessment.  For more information about the Moodle Baseline there is a dedicated website for guidance and help.  Or you can attend one of our TEL Training Moodle Baseline workshops, see our full schedule here.

Credit Image: Photo by Raphaël Biscaldi on Unsplash

Using Service Desk for your TEL Queries

Firstly, please don’t be alarmed – the elearn email address is not disappearing! We would just like to encourage everyone to start using Service Desk for their Technology Enhanced Learning (TEL) queries.

Why email Service Desk rather than eLearn

For You:

  • Confidence knowing straight away that your query has been logged.
  • That by accessing your Self Service Portal you’ll be able to track your query.
  • Should you ever need to revisit the email again, it’ll be easy to do so through the call reference number.

For Us:

  • Traceability of emails: we often have to provide evidence for ECFs (e.g. Was Turnitin down on a certain date? Did my student report problems in Moodle on this date?)  
  • As a team we can clearly see who is actioning which query, and no emails will be lost in the system.
  • The IT Service Management (ITSM) tool, Service Manager (was Supportworks), can supply reports and analytics quicker than us working our way through elearn email folders.

Some background information

Some of you may already be familiar with Service Manager, but for those of you who are not, the ITSM tool records all queries to the Service Desk for IS and for other departments in the University. ITSM helps to standardise the IT procedures across departments.

How does it work?

  • From the moment you contact Service Desk (servicedesk@port.ac.uk or telephone them on +44 (0) 23 9284 7777), a call reference number is allocated to your query.  
  • The email is acknowledged by return, supplying the customer with a call reference number.
  • At the same time Service Desk logs the call and assigns it to the DCQE Group.
  • A member of the TEL team will accept the query and will try to resolve it.
  • If further information is required to complete your request. The TEL member of staff  will reply to the original email, if this happens, the query is put ‘on-hold’.
  • This number can be tracked through your Self Service Portal  (http://myport.ac.uk/), servicedesk.port.ac.uk, where you can check the status.
  • Once completed, the customer is emailed back with the actions that have resolved the query.
  • The call reference number stays with the query so should the issue arise again we’ll be able see how it was resolved.  
  • If a pattern appears we’ll either be able to prevent it occurring or be in a position to inform other Moodle users.
  • Templates are available for you to complete (in some cases) on your UoP Self Service Portal, so that TEL can action your request immediately, as you would have supplied all the key information  e.g. new modules, adding members of staff to your modules etc.
  • All the TEL team will be able to see if a query status has changed and should the original member be away from work, one of their colleagues would be able to complete your query.

Please remember whichever way you choose to raise your query, either via elearn or the service desk, we’ll endeavor to resolve your query and get back to you as soon as possible.

New Modules for Moodle 2018-19

You may remember that we introduced a new way to request new Moodle modules last year, since then the service desk has been updated so we thought we’d show you a refresher on how to request your site.

All you have to do is complete the New Moodle Module Request form on the Service Desk Landing Portal. To start, select Log a service request.

This will bring you to the ‘My Services’ page, firstly make sure that you are on the All My Services tab, then select the Moodle link

You’ll then see the Moodle service page, click on Moodle Request on the lower half of the screen, Click on the blue Moodle Request link.

You’ll then see the Moodle Request page, click on the drop down arrow alongside What would you like to do? Select Request a new module to be created on Moodle, then click Next.

Use the page that appears to input the details of your module. Please make sure that all mandatory fields (denoted by a red asterisk) are completed.

When you’re happy with the information you’ve supplied click Finish. Once the form has been submitted you’ll receive an email confirming your request and a reference number.

We’ll get to work creating your site for you and then we’ll send you an email to confirm when it’s ready for you to use. Don’t forget to ask for help from your faculty Online Course Developers should you need it.

New Units for Moodle 2017/18

If you have already had approval for a new 2017/18 unit then you can start creating it now! All you have to do is complete the New Moodle Unit Request form on the Self Service portal (https://servicedesk.port.ac.uk/sw/selfservice/portal.php#home)

Sign in using your university login details, click on ‘Log a Service Request’.

From the ‘Log a Service Request’ page scroll down to the ‘Your Services’ block, where you’ll see the ‘Moodle Request’ icon.

Clicking on this icon will take you to the ‘Service Details [Moodle Request]’ page where you can select ‘Request a new unit to be created on Moodle’. Once selected click ‘Next’.

From the next page, please ensure you complete all the mandatory fields in the request form to proceed, once you’re happy with the information you have supplied, click ‘Submit’.

If you are unsure of the information required please see our MyPort article ‘New Moodle Unit Request guide.

Once the form has been submitted you will see your reference number appear on the screen – you will also receive an email confirming your request. Your request should also be visible on your Self Service Portal home page under ‘Recent Requests’.

Elearn (TEL) will be assigned your query by Service Desk, and will email you back confirming when your request has been actioned. You’ll then be able to start creating your new unit, along with assistance from your faculty Online Course Developers should you need it.

Please Note: This system has been superseded, IS now use a system called Service Manager.  The links on this blog no longer work.  Please see the blog ‘New Modules for 2018-19‘ for updated links.

Header image taken from Unsplash.com under a free to use license.

Did you know? – Self Service Forms

We often receive numerous emails containing the questions above in the TEL department. After a few emails back and forth, it is only when we are finally given all the information required, can we complete the request. To make this process easier for both parties, we have collaborated with IS to create some forms for you to complete.

The Moodle Request forms are now available for all staff to use on the Self Service portal  (https://servicedesk.port.ac.uk/sw/selfservice/portal.php#home). These forms are in the same format as other forms in the portal. Those of you who have used the forms before will know, they are easy to follow.

To use these forms, go to your Self Service Portal, click on ‘Sign In’, then click on the ‘Log a Service Request’. You can click either the large square box or the smaller tab under the Home tab, on the left-hand side.

self service portal dashboard

Once on the next page scroll down to the ‘Your Services’ block, where you will see the ‘Moodle Request’ icon.  When you click on the icon, it will take you to the ‘Service Details’ (Moodle Request) section. Here you’ll see three options to choose from:

  • Add staff to a unitmoodle request icon
  • Creating an account for an external person
  • Create a new unit

Here is the block you will see:

moodle request screen

Click on the option you require and complete the necessary information.

Here is an example of how to give a member of staff access to a unit in Moodle:

grant staff access screen

Click on the circle next to ‘Grant staff access to a Moodle unit’ then click on the ‘Next’ button, this will take you to the next part of the form.  Information required to complete these boxes are: (1) unit code or the URL, (2) the person’s full name (as you start to type, the box will offer you names – if you see the person you want, click on them) or username and (3) the level of access required. To help you, there is a drop down arrow on the right hand side so you can choose one of the five roles.

staff access to moodle unit

If you’re happy with the information you have supplied click the ‘Submit’ button. If not, you can always click the ‘Back’ button to go back to the previous page. Once the form has been submitted, the next screen to appear will give you a reference number, at the same time an email will appear in your email box confirming the details you have requested.

moodle request email

If you then click on the ‘Home’ button on Self Service Portal, you will see that your request is the first reference in the ‘Recent Request’ section.

What happens next

Service Desk will assign your query to the DCQE Group who will email you back confirming your request has been actioned.

The other two forms follow the same pattern, simple and easy to complete. Should you have problems understanding the questions there is a help section.
When you click on the here link, a new page will appear explaining the questions in more depth.

Another important feature of these forms are that the questions marked with asterisks  are mandatory and must be complete otherwise the form will not let you move on.  Should you miss one of these answers, a box will appear asking you to check your answers and try again, just click on the ‘OK’ button and you will be taken to the box that has not been completed. Add the information required then click ‘Next’ or ‘Submit’.

Please Note: This system has been superseded, IS now use a system called Service Manager.  The links on this blog no longer work.  Please see the blog ‘Using Service Desk for your TEL Queries‘ for updated links.

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