Canvas help ticketing system

[ian10]

Hi,

I'm currently 1 of the field admins here, and I recieve emails when an student uses the Report an Problem option in the help facility.

Problem is some of the emails which I recieve when this has been done look like they need some action from our side. 

The technician who was here never documented the details to gain access to the system.  So I'm wondering if any one has an idea how to access the system?

[chriscas · Accepted solution]

Hi @ian10,

The Canvas tickets would generally be available to selected users form the Admin Console if you have access to it. It should prompt you to log in through your Canvas instance and grant appropriate access.  If you're sure your institution subscribes to the help system and you don't have access to it, You'd probably want to reach out to your CSM.

-Chris

[ian10]

Hi Chris

Thanks for the very quick reply.  Tried the link but getting a salesforce single sign-on error.

Asking the man here with the salesforce knowledge.

[chriscas]

Hi @ian10,

That almost for sure means your account is not designated as having access to the ticket system (which, I believe is powered at least partially by Salesforce, which is why you see that message).  I'd highly recommend reaching out to your CSM, as they can likely change user access, again assuming your school has a subscription to support at all.

-Chris

[ian10]

Hi Chris

Thanks, currently in communication with them, hopefully they can sort if out.

Again thanks for the quick responses