What is UTSOnline *

UTSOnline is a web-based application built on Blackboard software. Its primary use is for online learning and teaching. The Blackboard version is currently on Blackboard Learn Q2 2018 Cumulative Update 1.

The name “UTSOnline” not only refers to the Blackboard software but also third-party tools that integrate with Blackboard such as Turnitin, Kaltura, and Echo360. There are also UTS tools that are integrated with Blackboard such as Subject Outlines.

Logging tickets to UTSOnline Support *

Who supports UTSOnline? *

UTSOnline is supported by the Learning and Teaching Systems Team (LATS) in ITD and can be contactable between 9am-5pm weekdays. They are:

• Conrad Frankland (manager)
• Cuong Manh (senior)
• Shirin Bayat
• Daniel Beech
• Manzoor Mohammed
• Randel Morales
• Ryan Munro
• Prakash Pandey
• Bassam Sheikh

There is also an emergency, out-of-hours contact which is on the ITSC Teams site.

How to respond to a UTSOnline issue? *

You need to quickly determine the following:

• Can I resolve this issue myself using my knowledge of UTSOnline?
• Is this issue on the customer’s end e.g. network issues, technical literacy? Ask them if they can access other UTS or non-UTS websites.
• Can this issue be referred to the Subject Coordinator or Instructor? This can be relevant as Subject Coordinators can hide and disable content in their UTSOnline subject. Subject Coordinators and Instructors are listed in the Subject Catalogue under the My UTSOnline tab inside UTSOnline.
• Is this issue caused by another UTS system e.g. LDAP/Network? Ask them if they can log into webmail successfully. If the answers to the above questions are all ‘No’, log a ticket to LATS

How do I log a ticket to UTSOnline Support? *

Apart from the customer’s name and preferred contact information, the following details need to be obtained when logging a ticket to LATS (when possible):

1. The UTSOnline subject ID and name. Obtaining the UTSOnline subject ID is important as a UTSOnline subject ID is unique.
2. The location of the issue. Ask the customer what they are clicking on to reach that issue. Many UTSOnline subject sites are large and have complex folder structures which means locating something can take some time without knowing the exact location.
3. Any error messages – handy for checking log files.
4. Any troubleshooting e.g. has the customer tried a different web browser? If so, what browsers have they tried? etc. (refer them to the Supported OS/Browsers list on the UTSOnline Help site).
   
   

A customer has an issue that urgently needs to be fixed *

If there is an issue which urgently needs to be resolved, please log a ticket with priority ‘High’ and prefix the description with “URGENT”. If it is of the highest urgency, please contact one of the support staff in LATS.

UTSOnline Accounts *

What are the different types of UTSOnline accounts and how are they created? *

• UTS Students: Created automatically via Integration when a student is ‘Admitted’ in CASS.
• UTS Staff: Created automatically via Integration when a staff member has their UTS contract activated in payroll.
• Temp ‘New Staff’ account: Created automatically via a UTSOnline form.
• Temp ‘Non-UTS’ Staff’ account: Created manually via a UTSOnline form.
• Temp ‘Non-UTS Student’ account: Created manually via a UTS ServiceConnect ticket to UTSOnline support.
• Insearch Staff & Students: Created manually via a feed file sent from Insearch.
  
  

How do users access UTSOnline? *

Users need to satisfy the following criteria to access UTSOnline:

1. Have an active LDAP account (check Admintool).
2. Their UTSOnline account is not expired or inactive (look for the red cross icon next to the account under Users in the System Admin tab).
3. They need to know their UTS Email login credentials.
   
   

What types of Temporary Accounts are available in UTSOnline? *

Temporary accounts created in UTSOnline enable the account holder to access UTSOnline only. The account holder will not be able to access other UTS systems such as UTS Email or UTS Wifi. On creation, the account holder is emailed their login and password details. There are a number of temporary accounts available for use in UTSOnline:

1. Temporary ‘New Staff’ Account – For use when a new UTS staff member has not yet been processed by HRU. Account valid for a maximum 28 days. Requested via form under the ‘Forms For Subject Setup’ tab inside UTSOnline
2. Temporary ‘Non-UTS Staff’ Account – For non-UTS users who require access to UTSOnline. Account valid for a maximum 365 days with option to extend. Requested via form under the ‘Forms For Subject Setup’ tab inside UTSOnline.
3. Temporary ‘Non-UTS Student’ Account. For non-UTS users who require student access to a UTSOnline subject. Account valid for a maximum 365 days with option to extend. Requested via a ticket to UTSOnline support from a staff member.
   
   

How do I verify a temporary UTSOnline account holder before resetting their password? *

When a temporary UTSOnline account is created, a notification email is sent to the account holder containing their UTSOnline login credentials. The first step is to refer the account holder to this email. If they no longer have access to this email, or they have changed their password since then, check Admintool to see if they have set up security questions (they have access to the MyAccount tool). If there are no security questions, check that the Account Type in Admintool is listed as ‘UTSOnline’ then verify their external email address which is also listed in Admintool.

A non-UTS staff account holder needs access to other UTS systems including UTSOnline. *

Temporary UTSOnline accounts only enable the account holder access to UTSOnline. If they require access to other UTS systems such as the Library or GAC labs, an LDAP account will need to be created before the temporary UTSOnline account is created. Once the LDAP account is created, their assigned username can be entered in the Temporary ‘Non-UTS Staff’ form.

The status of an account in UTSOnline has a red cross icon. What does this mean? *

The red cross icon indicates the account is listed as unavailable/expired in UTSOnline. This means the account holder will not be able to log into UTSOnline. The account holder will need to do the following:

• UTS Student – Check their status via My Student Admin and contact Student Admin.
• UTS Staff – Contact Human Resources to verify their contract status.
• Temporary Non-UTS Accounts – Contact the original requestor of these accounts. If they do not know who the requestor is, refer them to the email they received that contained their login details as the name of the requestor is on that email.
• Insearch Account – Refer the account holder to the Insearch ICT Service desk on Ph: 9218 7000 or refer them to https://servicedesk.insearch.edu.au
  
  

I have extended a user’s account in Admintool but they still cannot log into UTSOnline? *

When a user’s UTSOnline account expires, extending their LDAP account in Admintool will not help as the extension does not apply to the user’s UTSOnline account (see previous FAQ for recommended action).

An account holder wants to change their email address in UTSOnline. *

Check what email address is currently stored in UTSOnline for that account. If it is already their correct UTS email address, advise them to forward their email from Webmail. If it is not their correct UTS email address, advise staff to contact HR, and students to update MyStudentAdmin for name changes. If it is a temporary non-UTS account, then log a Service Connect ticket to LATS.

An Insearch staff or student has issues accessing UTSOnline. What do I do? *

Insearch sends account requests via feed files to both LATS and the LDAP team (for authentication). This means all UTSOnline access requests should be directed to the Insearch ICT Service desk on Ph: 9218 7000 or refer them to https://servicedesk.insearch.edu.au

UTS Staff FAQS *

How does an academic request a new UTSOnline subject? *

1. For subjects enrolled in a major session i.e. Autumn (Calendar A and B), Spring (Calendar A and B), and Summer; these subjects are created automatically in UTSOnline and do not require a form. For more information, refer to the Automated UTSOnline Subject Creation and Enrolment help page.
2. For subjects enrolled in a minor session, staff need to complete an online form located under the ‘Request Non-Standard UTSOnline Site’ section in the ‘Forms For Subject Setup’ tab in UTSOnline. Check that pop-up windows are enabled in the web browser if the form does not generate.
   
   

How does a staff member request students to be added to their UTSOnline subject? *

1. For subjects enrolled in a major session i.e. Autumn (Calendar A and B), Spring (Calendar A and B), and Summer; students are automatically enrolled. For more information, refer to the Automated UTSOnline Subject Creation and Enrolment help page.
2. For subjects enrolled in a minor session, staff need to complete an online form located under the ‘Request Non-Standard UTSOnline Site’ section in the ‘Forms For Subject Setup’ tab in UTSOnline. Check that pop-up windows are enabled in the web browser if the form does not generate.
   
   

How does a staff member become an Instructor in a UTSOnline subject? *

To become an Instructor in a UTSOnline subject, the staff member needs to contact the Subject Coordinator or any Instructor in that subject who can then add the staff member. Instructions for adding a user can be found on the Add/Remove Users help page.

How does a staff member remove an Instructor from a UTSOnline subject? *

Only Subject Coordinators and OTHER Instructors can remove Instructors from a UTSOnline subject. To remove an Instructor, their role in the UTSOnline subject needs to be changed first from ‘Instructor’ to ‘Student’. Once the Instructor is listed as a ‘Student’, they can then be removed from the UTSOnline subject. Instructions for removing an Instructor can be found on the Add/Remove Users help page.

How to deal with ‘how-to’ questions from staff? *

Refer them to the following resources:

• The ‘Information for Staff’ link on the UTSOnline login page. These pages were created by LATS and IML to provide technical assistance for UTS staff.
• Refer them to the UTSOnline Help site
  
  

UTS Student FAQS *

A student has reported that they cannot see their UTSOnline subject. *

All CASS subjects are available in UTSOnline. If a student cannot see their subject in UTSOnline, check the following in order:

1. Verify that the UTSOnline subject is available to students. To verify, use the Subject Availability search tool linked from the UTSOnline login page. When viewing the Subject Availability page, take a note of the ‘Student Enrolment Date’ field.
2. Check CASS to ensure the student is listed as ‘Enrolled’ for that session.
3. Advise the student to navigate to the My Subjects list in UTSOnline and click on the cog icon located on the upper right side of this list. Check to see if the UTSOnline subject is hidden. Once you have confirmed that the student should have access to their UTSOnline subject, log a ticket to LATS.
   
   

A student has reported that they can see a UTSOnline subject that they are not enrolled in. *

Students are no longer removed from UTSOnline subjects. If a student wants to be removed, they should contact the Subject Coordinator or Instructor of that UTSOnline subject.

How do we deal with students with a ‘how-to’ question? *

Refer them to the following resources:

• The ‘Information for All Users’ link on the UTSOnline login page. These pages were created by the Learning and Teaching Systems team and IML to provide technical assistance for UTS students.
• The Subject Coordinator or Instructor of the UTSOnline subject site.
  
  

Accessing UTSOnline from a mobile device *

Blackboard App and Blackboard Instructor *

There are apps available for accessing UTSOnline from a mobile device:

• Blackboard App: recommended for students.
• Blackboard Instructor: recommended for Subject Coordinators and Instructors.
  
  

How to install the mobile apps *

Links can be found on the Mobile help page.

Can users access all the content in their UTSOnline subjects via the mobile apps? *

No, the mobile apps are not a replacement for accessing UTSOnline via a web browser. They only make navigating a UTSOnline subject simpler when using a mobile device. Certain UTSOnline subject content such as Turnitin assignments are not available in the mobile apps.

How to troubleshoot mobile app issues? *

Try the following:

• Log out of the app and log back in.
• Close and then restart the app.
• Restart the mobile device.
• Try using a different mobile network e.g. connect to UTS Wifi rather than 4G.
• Is there a general problem affecting other apps?
• Access the Help tool in the app. Otherwise log a ticket to LATS.
  
  

UTSOnline Subject Content *

An Instructor has advised that the students listed in Turnitin are missing or different. *

The Turnitin database does not automatically sync with UTSOnline subject enrolments which means the list of students appearing in Turnitin will be different whenever a UTSOnline subject has a fresh batch of students at the start of session.

To resolve this, advise the Subject Coordinator or Instructor to perform a ‘Roster Sync’ by navigating to the subject ‘Control Panel’, expand the ‘Subject Tools’ menu, and click on ‘Turnitin Assignments’ which will open the Turnitin Assignments page. On this page, click on one of the assignments. The ‘Roster Sync’ button will appear on the right side of the page above the list of students. For more information, refer to the Turnitin help page.

Third-party tools integrated with UTSOnline (not all listed) *

SPARK *

Spark stands for “Self and Peer Assessment Review Kit”. SPARK how-to’s need to be logged to Business Area ‘IML’ and Assignment Group ‘Learning Technologists’.

Echo360 *

Echo360 refers to the lecture recording tool. See the Echo360 Knowledge Article

REVIEW *

If an academic needs access to a REVIEW subject, then they need to contact the existing Coordinator of that subject. The existing coordinator can then enrol the staff member. Refer to the REVIEW user guide and the REVIEW FAQ.

Zoom Support *

Troubleshooting information about UTS Zoom can be found in the Zoom help page.

Reference: *

UTSOnline support