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, the eLearning Support team assign it an urgency rating according to the level of impact. University-wide problems receive higher urgency attention.

Include the following information in your request:

  • Full course ID (eg. BIOL1030S_6420_22957)
  • Tool used.
  • Full description of the problem and behaviour.
  • Screenshots where possible.
  • 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

When you need to talk to an eLearning support person

If you email help@its.uq.edu.au or call 336 56000, the initial point of contact will be the ITS Tier 1 Helpdesk team who are IT support generalists, while eLearning jobs sent to help@learn.uq.edu.au are sent directly to the Tier 2 eLearning 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 Support team 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 learning designersITaLI, staff guides, custom workshops, and the eLearning Solutions Service

For urgent support - Add "URGENT" to the job

At the time of submission you may also request a note be placed on the job about its urgency. eLearning Support staff will see the note when considering response priority compared to other jobs. Every month the eLearning Support team reports on normal and urgent jobs to monitors response times carefully. Please remember eLearning 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 support consultant for positive confirmation that the eLearning Support team has read your job and understands its urgency. The eLearning 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. eLearning Support are obliged to ensure they do not 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 eLearning Support at any point to add helpful details about the problem.
  • You may recontact eLearning Support at any point to request a note be added to adjust the urgency of the submission.
  • You may recontact eLearning Support to request a positive confirmation that the job has been triaged

Internal Process for High Priority Jobs

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

  • The eLearning Support Coordinator 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 Support Coordinator updates the eLearning Systems and Support Manager once a day on the status of urgent jobs.
  • Once a month, the eLearning Support Coordinator organises for a report to be produced on the Usage Statistics page listing the number of jobs and separately any urgent jobs. Urgent request response times will be in working hours, based on 8:30AM-5:00PM Monday to Friday.