1 Catholic Education Office Archdiocese of Melbourne Support Overview for CNA Participant...

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Catholic Education OfficeArchdiocese of Melbourne

Support Overview for CNA Participant Administrators and Participant HelpdesksCNA Education Services:• CNA Education Staff Portal• CNA Identity Management Systems (IMS)• Scootle - Contemporary Learning (Authentication Only)

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Objectives

The objective of this pack is to provide CNA Administrators with information on the following:

• The escalation process for incident and change management for CNA Education Services

• Roles, responsibilities and resources required for each stage• Incident handling for each stage• Troubleshooting and incident qualification procedures• Assignment of the severity levels for the incidents

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Support Level

Role Who

1 Participant’s Helpdesk Resources nominated by each participant(s)

2 Participant’s CNA Education Services Administrator

Resources nominated by each participant(s)

3 CNA Education Services Helpdesk This role is currently supported by the CEO Melbourne’s Helpdesk.

4 CNA Education Services Administrator This role is currently supported by the CEO Melbourne’s Helpdesk.

Support Levels – Role and Resources

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CNA User

Participant’sHelpdesk

Participant’s CNA Education ServicesAdministrator

CNA Education Services Helpdesk

CNA Education Services LevelParticipant LevelUser Level

1st Level Support 2nd Level Support 3rd Level Support

Participant's Helpdesk troubleshoot, If unresolved, route the request to the Participant’s CNA Education Services Administrator

Escalation if unresolvedParticipant’s CNA Education Services Administrator logsissues/errors with the CNA Education Services Helpdesk

User logs an issue with Participant’s Helpdesk

Resolution communicated to CNA users

Resolution documented and communicated to Participant’s CNA Education Services Administrator

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1st Level Support (i.e. Participant’s Helpdesk)

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Resources The resources covered in this role include:

•All helpdesk resources at the participant level

Role ResponsibilityParticipant’s Helpdesk • Call Handling

• Attend calls from users within the participant’s jurisdiction

• Call Recording and Tracking• Each call/email shall be logged, adhering to the defined

parameters• Tracking (where necessary) and responding to the requestor

within agreed timeline

• First Level Troubleshooting• Determine the area on a ‘broad level’ before escalating to the

next level, based on guidelines provided• Resolution to be provided within the guidelines

1st Level Support - Participant’s Helpdesk

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1st Level Support - Participant’s Helpdesk Troubleshooting Flow Overview

Qualification Point

User Reports an Issue

Record user details

Network Related

Application Related

Forward to Participant's CNA

Education Services

AdministratorCNA Application

Service request

Refer to the Service Request

guidelines

Provide instructions and get user to retry

User /Local

Refer to participant’s

network incident reporting

procedures

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Step Procedure

1 Record User Details

• User at the participant level contacts the Help Desk via email or phone to report an issue/incident.• Level 1 resources will log each issue in the tracking tool and take ownership of those items to ensure proper

tracking is maintained.• Fill in the mandatory fields in your incident management system:

• User Name• Location• Phone Number• Email• School Name• Component – Network, Application etc.

2 Qualify Call

•Determine the type of issue/incident that the user is reporting. They can be qualified into the following areas:

• Network related: incidents relating to connectivity• Application related: incidents relating to the access to the system and the use of the application • Service Request: request for additions and updates to the user’s current service

1st Level Support - Participant’s Helpdesk Troubleshooting Procedures


Record user details

Network Related

Application Related

Forward to Particpant’s CNA


Service request


guidelines


User /Local

Refer to local network incident

reporting procedures

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Record user details

Network Related

Application Related

Forward to Particpant’s CNA


Service request


guidelines


User /Local

Refer to local network incident

reporting procedures

Step Procedure

3 Issue Identification

•Network related • Adhere to your participant’s network incident reporting procedures

•Application related• Determine whether it is an application issue:

• Is it localised based on incorrect usage, or is anyone else in the organisation facing similar issue?• Verify if similar issues have been reported• Assign the appropriate severity level

4 Network Incident/Issue Routing and Escalation

• Refer to the network incident reporting guidelines

5 Service Request

• Forward to the relevant parties for action

1st Level Support - Participant’s Helpdesk Troubleshooting Procedures (con’t)

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2st Level Support (i.e. Participant’s CNA Education Services Administrator)

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Resources The resources covered in this role include:

•All nominated Participant’s CNA Education Services Administrator(s)

Role ResponsibilityParticipant’s CNA Education Services Administrator

Second Level Troubleshooting

• Determine whether the incident is caused by the network or application• Resolution of the incident where possible

• Application functional usage• Determine the nature of the incident area on a ‘broad level’ before

escalating to the next level, based on guidelines provided

Service Request Fulfilment

• Create and update user details at the Participant and Organisations levels

Incident Resolution

• Resolution to be provided within the guidelines, i.e. notifying users and the local helpdesk

2st Level Support - Participant’s CNA Education Services Administrator

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2nd Level Support - Participant’s CNA Education Services Administrator Troubleshooting Flow Overview

Qualification Point

Receive Case from

Participant’s Help Desk

Application Related

Provide Instructions and get user to retry

Forward to CNA Education

Services Helpdesk

Service request

Isolated issue

Non Isolated

Resolve Issue

Able to resolve

Execute Service Request


Services Helpdesk

Localised Request

CNA wide

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Receive Case from Local

HelpDesk

Application Related


Forward to Local CNA Administrator

Service request

Isolated issue

Non Isolated

Resolve Issue

Able to resolve



Services Administrator

Localised Request

CNA wide

Step Procedure

1 Receive incident report/request from Helpdesk• Review the incident and diagnose the symptoms, contacting the user where necessary

• Application• It is an incorrect usage issue• It is an isolated incident, i.e. only one user experiencing it• It is happening at the participant level• Revise the severity level (where necessary)

2 Incident qualification - Application related• Determine whether it is an application issue

• Is it localised, based on incorrect usage, or is anyone else facing similar issue• Verify if the issue has already been reported

3 Incident resolution – Application related • Individualised, i.e. only occurring for one user

• Trace user steps• Provide instructions to user and get user to re-try

• Localised within the organisation, i.e. only occurring for the organisation• Trace user steps and verify whether similar symptoms occur for other users• Verify if similar symptoms have already been reported• Unable to resolve; proceed to Escalation step

• Participant wide – occurring in multiple organisations• Verify if similar symptoms have already been reported• Unable to resolve; proceed to Escalation step

2nd Level Support - Troubleshooting Procedures

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Step Procedure

4 Escalation• Application related

• Detail the symptoms from the investigations• Provide the application name • Ensure all attributes from the reporting user are complete• Initiate contact to the 3rd Level Support via

• phone 03 9267 0422 or • email [email protected]

5 Service Request• Review the Service Request • Service Requests to be executed by Participant’s CNA Education Services Administrator:

• Create new users• Update user details (e.g. address, location, phone number, roles)• Add roles for a user• Reset passwords (occurs when user forgets password)• De-activate user accounts (when user resigns)

• Service request to be executed by the CNA Education Services Administrator:• Create a new organisation (e.g. new school)• Update organisation details (new phone numbers, new primary contact)

• Service request to be executed by the CNA Education Services Administrator, with additional approvals:• Create a new participant• Update participant details (e.g. authentication method)• Replace Participant‘s CNA Education Services Administrator details

2nd Level Support - Participant’s CNA Education Services AdministratorTroubleshooting Procedures

Receive Case from Local

HelpDesk

Application Related


Forward to Local CNA Administrator

Service request

Isolated issue

Non Isolated

Resolve Issue

Able to resolve



Services Administrator

Localised Request

CNA wide

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Scootle troubleshooting support

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Scootle Troubleshooting Flow Overview

Qualification Point

Issue identified as Scootle Issue

Login Issue

Scootle Usage Errors

· Contact the Scootle Administrator at the Participant level

· Participant Scootle Administrator will need to forward this to the CNA Education Services Administrator

System informs that email IDalready registered

User had previous access to Scootle

without CNA access

· Contact your CNA support describe the problem and provide them with your user ID and old email ID

· The participant Scootle Administrator will need to transfer user profile to new email ID


via CNA access

Access to Resources

Catholic EducationResources

Resources Blocked

Either· User has been assigned to the wrong group within

Scootle and needs to be reassignedOr

· DEEWR number has not been registered in Scootle

· Obtain Scootle login credentials and location· The Scootle Administrator at the Participant level will

need to re-assign user to the right grouping in Scootle

· Creator of the MCL’s has not provided access to models

· Obtain Scootle login credentials and location· The Scootle Administrator at the Participant level to

verify your whether user will be allowed access, If yes, get the creator’s permission to grant access

Authorised User

Unverified/ Unauthorised User

Either· User has not been granted access to the resourcesor· User’s DEEWR number is not parked under any

jurisdiction

· Contact your local helpdesk and provide them with your Scootle login credentials and location

· The Scootle Administrator at the Participant level needs to verify whether user will be allowed access

· User has registered with no Email ID· The Scootle Administrator at the Participant level to

obtain and register the email ID into the user’s CNA profile

· Scootle requires Email ID and DEEWR numbers for authorisation to resources

No Email displayed

Contact your local helpdesk and provide them with your Scootle login credentials and location

The Scootle Administrator at the Participant level will need

to contact [email protected] and provide details of the error

Auth

oris

ation

Acce

ssU

sage

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Step Procedure

1 Receive incident report/request from Helpdesk

• Review the incident and diagnose the symptoms

• Log-in issues • Unable to access the Scootle Home Page• System remains at the log-on page, requesting user ID and password

• Access to resources within Scootle• User able to view the Scootle Home Page but unable to access the resources

• No results displayed after the search for MCLs in search box• Unable to view after clicking on a selected education resource

• Usage Errors• User has logged on successfully and has assigned access to the resources but is unsure how to use

them

Scootle Troubleshooting Procedures Issue identified as Scootle Issue

Login Issue






without CNA access




via CNA access

Access to Resources


Resources Blocked









Authorised User



jurisdiction






No Email displayed




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Step Procedure

2 Incident qualification – Login Issues

Determine whether:1. User had access to Scootle before CNA was implemented, i.e. Scootle was accessed natively via

www.scootle.edu.au a) If Yes, the user’s authentication method needs to be pointed to CNA. This request has to be

forwarded to the CNA Administrator at the national level.b) Verify if there are any attached learning paths to be transferred.c) Re-assign the user id and email to rely on CNA’s authentication.d) Once re-assignment is completed, the user will be required to log-in via the CNA portal.

2. User had access to Scootle and was accessing it via the CNA Education Portal. This problem is caused by the user’s email being changed due to a transfer. This request has to be

forwarded to the Participant’s CNA administrator. They will be required to:a) Verify that a transfer or change of email has occurred .b) Verify if there are any learning paths attached to the old email that should be transferred to the

new email.c) Re-assign the user id to the new email ID.d) When the re-assignment has been completed, the user will be required to log-in via the CNA

portal.

3. No email is displayed on the registration screen. This problem is caused by the user’s email address not being recorded in their CNA profile. Email ID is a key attribute for Scootle access. The Participant’s CNA administrator will be required to obtain and enter the user’s email ID via the CNA User Administration module (refer to the CNA Administration Guide).


Login Issue






without CNA access




via CNA access

Access to Resources


Resources Blocked









Authorised User



jurisdiction






No Email displayed




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Step Procedure

3 Incident qualification – Access to resources

Determine whether:1. The problem is access to the MCLs (Models of Contemporary Learning). These models are defined by

Scootle users and are meant to be shared amongst users. Access to these models can only be given by the creator. The main causes of not having access to the models are:

• User has been authorised to use the models but is unable to see them.i. User is assigned to the wrong group/jurisdiction within Scootle. • User will need to provide their Scootle Administrator with their email and DEEWR number,

for the Administrator to correctly align the user’s group/jurisdiction. • User will be required to re-try accessing those MCLs.

ii. DEEWR number has not been registered in Scootle • The Scootle Administrator will need to obtain details of the new DEEWR code and create it

in Scootle. Verification of the code can be done with the Participant’s CNA administrator. • User will be required to re-try accessing those MCLs.

• User has NOT been authorised/verified to use the models• User will need to provide their Scootle Administrator with their email and DEEWR number.• The Administrator must verify the user’s access to the MCLs.• If the user has been authorised and access has been verified, the Administrator will be

required to get the creator/owner to grant access.• Users will be required to re-try accessing those MCLs.


Login Issue






without CNA access




via CNA access

Access to Resources


Resources Blocked









Authorised User



jurisdiction






No Email displayed




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Step Procedure

3 (Cont’d)

2. Resources are blocked. The user has not been granted access to the resources within Scootle because:• Their DEEWR number is not attached to a jurisdiction. The Participant’s Scootle Administrator will

be required to obtain the user’s DEEWR number and Organisation name and assign it under the correct jurisdiction.

• User not given access to the required resources. The participant’s Scootle Administrator needs to verify the authenticity of the request and assign accordingly.

• Currently, individuals, groups, or schools can be restricted to a list of URLs determined by DEECD (Department of Education and Early Childhood Development). Scootle defines the access to the resources based on an access list. If that resource is not defined on that list, it will be deemed restricted.

4 Incident qualification – Scootle Usage Errors

Examples of usage errors are:1. Learning Path2. Collaborative Workspace Errors3. Buggy Resources

These errors should be addressed by Scootle Support at The Learning Federation. The Participant’s Scootle Administrator will require to obtain as much details on the error and mail them to [email protected]


Login Issue






without CNA access




via CNA access

Access to Resources


Resources Blocked









Authorised User



jurisdiction






No Email displayed




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Helpdesk Logging for 3rd Level Support – ITSM guidelines

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Helpdesk Logging via ITSM self service application

ITSM Initial Logon Screen

Please enter the User ID provided to you via email

Please enter the password provided with

your User ID

A web-based service for the participant administrators to report CNA based incident or request. This is another channel provided to CNA participants to facilitate incident reporting.

This web-based service can be accessed viahttp://cnahelp.ceomelb.catholic.edu.au/

The above screen will be displayed (you may experience a slight delay upon first logging in).

Your user ID and password have been provided in an email sent to the Participant’s CNA Education Services Administrator.

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ITSM Home Page

After successfully logging in a home screen will be displayed. The Home Screen will display all of the user’s active tickets.

List of active incidents reported by the user. If there are no active tickets, the list will be empty.

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ITSM Home Page Explained

A Navigation window on the left of the screen, provides users with the available actions.

This option will bring users back to the Home Page; described in the previous slide.

Click on this link to report a new incident. This covers all errors encountered while using the CNA application.

Click on this link to enter a new request. This covers any service requests, e.g. new Administrator ID, password resets, account lock, new features.

If you have the incident number and would like to access the incident record directly, lick on this link. A pop-up window will be displayed, requesting the incident number

This option will refresh the incident list displayed on the right. Use this option if you have entered a new request and it does not appear on the list.

Users are strongly advised to log off after use.

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ITSM Home Page – Selecting Tickets types

Users will be able to filter their reported tickets by Status (i.e. Active, Closed or All) by:

1.Using the drop-down list under the ‘Show’ option

2.Clicking on the hyperlinks under the ‘My Search’ section

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2

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Creating an Incident Ticket

1. Click on the “Create New Incident” link on the left.

2. An Incident number will be assigned and the following screen will be displayed.

3. Detail your the problem in the description area.

4. Click on “Save” button when you are done.

5. A time stamp will be assigned to the ticket; you will not be able to edit the description. If you need to append more information, use the journal or attachment option in the bottom window.

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Incident Number

Time Stamp Details

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3

4

5

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Adding a Journal to an Incident Ticket

1. Click on the “Journal” tab towards the bottom of the screen.

2. Click on “New Journal Notes” button; a Notes window will be displayed for you to enter addition information.

3. Key in the additional information.

4. Click on “Save” button.

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3

4

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Adding an Attachment to an Incident Ticket

1. Click on the “Attachment” tab toward the bottom of the screen.

2. Click on “Browse”; a list of files on your local drive will be listed in a pop-up window

3. Select the file and click “OK”.

4. Click on “Save”.

5. A pop-up message will confirm that your file has been attached.

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4

5

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Incident Ticket Completion

Recently created tickets can be viewed on the Home Page.

At the time of creation, an email will be sent to the support desk to notify them of the new incident. Your ticket will be attended to and a helpdesk consultant will contact you shortly.

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Low Medium High

Low 5 4 3

Medium 4 3 2

High 3 2 1

UrgencyImpact

Severity Levels

Classification Customer Experience

High Users are unable to use the system or service

Medium Some users are unable to use the system or service

Low One/Few users are unable to user the system or service

Urgency Levels

Classification Customer Experience

High Users are unable to use the system or service

Medium Some users are unable to use the system with errors or reduced functionality

Low One/Few users are unable to user the system or service with minor errors not affecting functionality

Impact Levels

ITSM - Severity Levels Definition

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Participant CNA Education Services Administrators

Diocese Name EmailBathurst Geoff Coleman [email protected]

Brisbane Simon Mackey [email protected]

Broken Bay Courtney Abela [email protected]

Cairns Michael Norman [email protected]

Canberra/Goulburn Cris Schaffer [email protected]

Lismore Ron Fletcher [email protected]

Maitland-Newcastle David Jenkins [email protected]

Marist Brothers Simon Dolle [email protected]

Parramatta Matthew Doepel [email protected]

Rockhampton Jason Ramm [email protected]

St. Augustine Svetlana Mazur [email protected]

South Australia David Ruwoldt [email protected]

Sydney Peter Sidgreaves [email protected]

Tasmania Vince Summers [email protected]

Toowoomba Chris Smyth [email protected]

Townsville Jordan Dalley [email protected]

Victoria Youda Kopel [email protected]

Wagga Wagga Tim Cooper [email protected]

Western Australia Joel Earnshaw [email protected]

Wilcannia-Forbes Mathew Smith [email protected]

Wollongong Catherine Mitchell [email protected]

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