Learning Management System (Blackboard Learn) - Report an Issue/Ask a Question

For immediate assistance, please contact the SUNY Online Help Desk at 1-844-673-6786.

Summer 2021 Hours: Eastern time
Monday-Friday 7:00AM-12:00AM midnight
Saturday 10:00AM-6:00PM
Sunday 10:00AM-9:00PM

FALL 2021 Hours: Eastern time
Monday to Friday 7:00AM to 12:00AM (midnight)
Saturday 10:00AM to 8:00PM
Sunday 10:00AM to 9:00PM


Service Description

Faculty, staff, and student can request assistance for Blackboard Learn which is the campus supported Learning Management System

Standard Features

  • Automatic course creation including enrollments for classes listed in Banner
  • Automatic account creation for faculty, staff and students listed in Banner and the Human Resources database.
  • Collaboration with SUNY Online and SUNY ITEC for Support

Optional Features

  • Developmental courses for building courses before an academic course shell is created 
  • Request a Session for departmental/ group training and consultation
  • Course Merge - If you find yourself posting the same materials to different course sections of the same course during a semester, you can request that your course sections be combined into a single Blackboard course site.
  • Organization Request - Organizations are an ideal place to connect users that share common interests or extra-curricular activities. They are available upon request for campus-related purposes, such as hosting discussions or content for committees, research teams, or departmental training or to  communicate with department majors, minors and concentrations.
  • Third-Party Application Integration - If you utilize other technology and they have a Blackboard Integration, the two technology may be able to be integrated for easier access and use.
  • Course Restore - Courses are archived and deleted off of the server 1 year after the course is taught. Once a course is deleted off the server, course can be restored and requested by the faculty member who was the official instructor of record.

Roles and Responsibilities

Requester:

  • Contact SUNY Online prior to completing this ticket to resolve/report an issue. SUNY Online Help Desk at 1-844-673-6786.
  • Provide course and instructor information within the ticket in addition to specific details about the issue/question that you are submitting the ticket for.

 

Instructional Design & Distance Learning

  • Answer questions and troubleshoot issues that the campus is having with Blackboard Learn
  • Staying current on product features and enhancements
  • Testing of new features
  • Request the scheduling of new courses and account creation each semester from Banner. (Enterprise Data & Analytics team).
  • Collaborate with SUNY Online and ITEC for support and maintenance
  • Update resources on the website

Hosting & Application Support Services - SUNY ITEC/SUNY Online/Blackboard Inc.:

  • Provide Application Support & Hosting
  • Notify Service Owner/Team of maintenance and feature enhancements
  • Provide support for troubleshooting

Request Service or Support     

Click the Open a Ticket button and complete the request form.

If immediate assistance is required, please contact SUNY Online Support Services:

Additional Resources:

Service Audience 

Faculty, Staff, and students

Service Level Agreement

Response and resolution times are based on operational hours (Monday through Friday from 8:00AM to 5:00PM).

Service Level 2 - Normal  
Response Time 1 business day
Resolution Time 3 business days
Please Note: Response Time is measured from ticket submission date/time until the ticket is moved to an 'In Process' status. Resolution Time is measured from ticket submission date/time until the ticket is completed/resolved.

Institutional Policies

Policy on the Use of Electronic Resources

Campus-Supported Learning Management System Policy

Guidelines for Maintaining the Security, Confidentiality and Integrity of Customer Information