Learning Management System (D2L Brightspace) - Report an Issue/Ask a Question

Service Description

Faculty, staff, and students can request assistance with D2L Brightspace which  will be the campus supported Learning Management System starting in Fall 2022 (Pilot) and officially in Spring 2023

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 Desire to Learn (D2L) for support

Optional Features

Roles and Responsibilities


  • 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 D2L Brightspace
  • 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 Desire to Learn (D2L) or support and maintenance
  • Update resources on the website

Hosting & Application Support Services - Desire to Learn (D2L) 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 3-7 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 and can depend on the severity of the issue

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

Open a Ticket

Related Articles (1)

To earn the SUNY DLE Brightspace Fundamentals completion certificate you need to successfully complete (100%) all of the module knowledge checks.


Service ID: 51960
Fri 5/6/22 8:10 AM
Fri 1/6/23 9:12 AM