Technician - BBADMIN Account Deletion Within Student Course

Overview

The purpose of this article is to provide technicians the appropriate steps to handle tickets submitted by the do-not-reply@cwi.edu email.  There is presently not an automated process to handle this situation and it is incumbent upon each Help Desk Technician to follow these steps to prevent this issue.

 

 

  1.  Confirm the cause of the ticket from do-not-reply@cwi.edu is in fact from impersonating a student in blackboard admin. This can be done by confirming the requestor and description is like the images below. If so, continue to Step 2.

 

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  1. Log into the BBAdmin website.
  2. Once logged in, navigate to the sidebar and select Admin.

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  1. Select the Courses option.

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  1. Return to the initial ticket and copy the course ID from the Description. Uploaded Image (Thumbnail)
  2. Return the BB Admin dashboard and paste the course ID  in the course search bar.Uploaded Image (Thumbnail)
  3. Ensure to reference the parent course if one exists. BBAdmin will notify you if there is a parent course.  Once in the parent course, select Enrollments.Uploaded Image (Thumbnail)
  1. Search through the student enrollments and confirm/deny if bbhelpdesk_previewuser is listed as one of the students. This can be done quickly by pressing Ctrl + G and searching for the user.
     
  2. There may be multiple pages of students enrolled, ensure each page is checked. To navigate through the pages, scroll to the bottom of the page and select the arrow or select Show All.  If a helpdesk user is located, it will appear highlighted in yellow.Uploaded Image (Thumbnail) 

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  1. If the user is present, return to the course search panel and open the course.Uploaded Image (Thumbnail)
  1. Enter the Student View by selecting the revolving arrows with a circle in the middle.Uploaded Image (Thumbnail)
  1. Exit the Student View by selecting Exit Preview.Uploaded Image (Thumbnail)
     
  2. IMPORTANT: After exiting the student view, select Delete the preview user and all data (Recommended) option. Mark the checkbox stating Rember this choice and do not ask me again. Select Continue.

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  1. Once complete, return to the course and confirm the bbhelpdesk_previewuser was removed.
  2. Process complete.
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