IT 299: Help Desk Support for WebCT

1. What tasks can I do as a Helpdesk User Manager for WebCT?

There are several tasks that can be completed by a WebCT Helpdesk Manager. The current folks who provide direct WebCT support at New River and the privileges associated with these accounts are identified in this screen capture.

2. How do I access WebCT as a Helpdesk User?

The Helpdesk Users for WebCT use a separate site for logging in, NOT the http://webct.newriver.edu site used by all other users but instead it is this link:

http://webct.newriver.edu:8900/webct/helpdesk/helpdesk.pl

Once logged in, you'll see Helpdesk Mgmt and User Management at the top of the screen and a row of six buttons along the bottom of the screen. And the Administrator for WebCT has yet another login site (http://emma.wvnet.edu:8900/webct/admin/admin.pl).

3. How do I find out what a username is for someone?

First, each user is able to retrieve his/her username and password from the login page. The Forgot your password? link prompts the user for the WebCT ID (username). If the user is able to provide the username (and if the user has created the password question) then the password question is asked. If answered correctly, the password is reset and a new password is created and emailed to the user's New River email address. If the password question has not been created, then technical assistance is required to reset the password.

If you know the user's actual first and last name you can query by Last Name. For example, if Bill Rucker calls asking for help with logging into WebCT and he doesn't know his username (even though it is the same as his email username) you can click on Query, then click the Last Name button and type in "rucker" in the textbox. Then click Search to find all users with that last name. It is helpful to know that queries in WebCT are not case sensitive. You can type them in all lowercase for simplicity.

4. How do I reset a user's password in WebCT?

First query for the user to locate him/her. Then click the box next to his/her name and click the PASSWORD button at the bottom of the screen. Enter the new password in both text fields and click UPDATE. This will change the user's password only for WebCT. Other systems (email, CART, Web Self-Service) will not be affected. You should encourage the user to reset his/her password upon next login using a strong password.

5. How do I enroll users into a WebCT course?

Once you've queried to find a user click the button next to his/her name and then click the COURSES button at the bottom of the screen. If the course needed by the student isn't listed you can click ADD to locate the appropriate course. Enrollment is updated nightly by the System Administrator using data from Banner. If a student registers for a course today he/she should appear in the WebCT course by the next day.

6. How do I find out which courses a student is enrolled in for WebCT?

Query for the student to locate him/her. The courses he/she is enrolled in are listed in the Courses+ column.

7. How do I find help for using the Help Desk User Management account?

WebCT offers contextualized help, meaning that when you click the HELP link you will be presented with help topics related to whichever screen you are on.

8. How do I create a user in WebCT?

Everyone at New River should already have an account in WebCT so you shouldn't need to manually create accounts for anyone. But if you ever need to create one the ADD button enables you to do this. You'll need to provide a WebCT ID, Password, First Name, Last Name, College Email, and Outside Email information. Only the WebCT ID and Password are required entries.