Adventures in Technology Enhanced Learning @ UoP

Tag: support (Page 2 of 2)

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 ( 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  (,, 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.

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  ( 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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