Help Desk Hot Topics 1.28.19

Dear Help Desk Supervisory Team and Phone Analysts,

Hello! Here is the current Update from LTS:

New Documentation

• New Blackboard Self Enroll Tutorial! Blackboard Feedback (want to check out more tutorials?! Here you go: Blackboard Self Enroll Tutorials)

Environment Changes and App Updates

• The Phishing Email Issue with Blackboard

  • Just an update for any frustrated users who reach out to you about the phishing emails - if anyone contacts you please feel free to let them know:

    • When this problem first reared its head: We attempted to whitelist these emails, per Blackboard’s instructions, and unfortunately, that did not fix the problem as we hoped
      
      

    • When that didn't work...: We opted to communicate out to the entire campus on the temporary fix/workaround while we continue to work on the issue, this went out as 2 emails over the last few weeks. The point of that communication was to notify users (because they were going to run into the issue regardless) and assure them that we are aware of the problem and working on it.

    • Now: we are currently in communication with Google to see if there is anything that can be tweaked on their end to resolve the phishing sassiness and will keep trying and communicating with campus until we can figure it out :-)

Reminders

• Popular Ticket Theme from last week :-) Student is enrolled in a course they (1) want to see and can’t see it (need to display a course) or (2) Student is enrolled in a course they don’t want to see, (how to hide a course).

  • This article will help :D --> Hide or Display Courses in the My Courses Module

Here is a link to the Confluence: Help Desk Hot Topics Blog. Thanks for your time and all the hard work you do!