MELA Meeting Minutes 2003 - 2017

IX.

SBCJC BUSINESS Terry Pollard covered the Best Practices Report (handout provided to the group). Please refer to the handout for detailed information. a. PRESIDIUM UPDATES i. Christian thanked Terry for his hard work on the Presidium updates and changes. Behind the Bb is no longer a functional technical support option. We have also learned that email technical issues are an ineffective approach. We are not working with Presidium to submit support tickets so that they can direct them to State Board or Blackboard. v. Terry Pollard covered Presidium Updates (handout provided to the group -- Guide: Update Knowledgebase Articles within Presidium for your College). Please refer to the handout for detailed information. ii. We are trying to look at the processes that we can correct with Presidium: (1) ambiguity of questions, there is now a dropdown menu when creating a ticket (2) folder structure, each college now has their own folder area (3) timeliness of fixing the issues. iii. Terry stated that we can have a folder structure that would also help in separating the information between online and hybrid/web enhanced students. iv. DLCs are considered about Presidium escalations coming to the DLCs too quickly. When researching the escalation ticket, you find that Presidium support is handling the situation. Why would DLCs be receiving escalations if Presidium is handling the ticket? Terry stated that they will request that Presidium provide DLCs with all of the information on the ticket, to include the steps that they took to resolve the problem. v. Jennifer Newell asked if there was a way to provide Presidium with information about students being locked out because of snapshot issues or college specific problems (network, etc). This way they know why students are unable to log in, etc. Terry said that one way is to create a folder that is visible to Parature/Presidium. This folder would be seen by all call center staff. He also recommended that you add these announcements to your tabs/modules. vi. Each college will be responsible for updating the folder structure through Presidium. Currently everything is very disorganized because of the change in structure. To update the documents: (1) find the topic that you would like to update, (2) select the last three digits of the document number, (3) Login to Parature, (3) click knowledgebase, (4) click on the search icon, (5) click “by ID,” (6) put the last three digits in the search field box, (7) click GO, (8) Update the document using the HTML editor, (9) Click save. You can also move a document into a different folder and click Save. vii. The URL to get to the support site from a student’s perspective is http://d2.parature.com/ics/support/default.asp?deptID=4523 . viii. Webinars will be scheduled to assist DLCs on Presidium/Parature. They are also willing to schedule some face-to-face training. b. WIMBA ROLLOUT

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