Options for the escalation of support requests

Normal Submission

To ensure requests can be given timely attention, it is important to include all the information required to respond to the request. When you submit a support request, ITS assign it an urgency rating according to the level of impact. University-wide problems receive higher urgency attention.

  • Include the full course ID (eg. BIOL1030S_6420_22957), the tool used.
  • Include a full description of the problem and behaviour.
  • Please include screenshots where possible.
  • Always quote a job number when submitting additional information, or escalating, else multiple jobs will be created in the system.
  • If the problem is impacting your students, or may impact your SECaT results, please know we always find that concerning, and that you can ask for a statement or communication from us for you to use.

Where to Submit

  • Ring 56000
  • In writing: Email help@learn.uq.edu.au
  • In writing via servicedesk.its.uq.edu.au self serve
  • For complex matters consider an in-writting submission, or simply submit a job asking for an elearning support person to call you.

When you need to talk to an eLearning support person

The initial point of contact (tier 1 helpdesk) staff are IT support generalists. eLearning jobs are usually escalated to the 'tier2' eLearning Systems and Support team. After you have logged a job and we have responded, then you can call and ask to speak to tier 2 staff directly, to clarify that particular job or our response to that job. The eLearning helpdesk is resourced for telephone support only and does not include in-person support, which coordinators will sometimes require. Other support options available to staff include: faculty staff, ITaLI, online-guides, group training, and the elearning solutions service. 

For Urgent Support - Adding "URGENT" to the job

At the time of submission you may also request a note be placed  on the job about its urgency. eLearning Systems and Support staff will see the note when considering response priority compared to other jobs. Every month the eLearning Systems and Support team reports on normal and urgent jobs to monitors response times carefully. Please remember eLearning Systems and Support staff may need to respond to jobs even more urgent than your own on some occasions.

Positive Confirmation Request

When you submit a request (by phone or email), you have the ability to escalate the urgency with a positive confirmation request. You can ask your helpdesk consultant for positive confirmation that the eLearning Systems and Support team has read your job and understands its urgency. The eLearning Systems and Support team will consider your request for urgent consideration in the context of other work they have on. Although most eLearning jobs are responded to almost immediately, during peak periods a triage is performed to focus on the most urgent submissions. Helpdesk are obliged to ensure they don’t interrupt highly urgent responses for less urgent requests.

Escalation After Submission

There are a number of options to escalate after a job has already been submitted:

  • You may recontact helpdesk at any point to add helpful details about the problem.
  • You may recontact helpdesk at any point to request a note be added to adjust the urgency of the submission.
  • You may recontact helpdesk to request a positive confirmation that the job has been triaged
  • You can ask your Faculty Educational Designer to check the status of the job in the system (all FEDs are offered access).
  • You can ask your Faculty Educational Designer to contact the elearning programme manager, to confirm progress of the job, check communications and progress. Note the process below.
  • Faculty Educational Designers are invited to request an in-person ‘collaborative problem diagnosis’ session with ITS staff.

Internal Process for High Priority Jobs

Apart from the normal helpdesk queue monitoring and escalation processes, elearning has additional oversight to ensure appropriate response times.

  • The elearning helpdesk leader monitors urgent requests daily to ensure their diagnosis makes appropriate progress and receives appropriate communications. They consider whether the job is receiving attention appropriate to the impact, importance and age of the job. They consider whether all relevant stakeholders have been advised of job progress and status at regular intervals.
  • The elearning helpdesk leader updates the Teaching and Learning Support manager once a day on the status of urgent jobs.
  • Once a month the elearning helpdesk leader organises for a report to be produced on the elearning reports page listing the response times for all jobs and separately any urgent jobs. Response times will be in working hours based on 8:30AM-5:00PM Monday to Friday elearning support).