Our office gets a decent amount of calls/emails about different D2L functions not working. For anyone who is interested, I wanted to take the time to explain the process LDT goes through when we get one of these reports in.
First, if something isn’t working in D2L, you need to email firstname.lastname@example.org OR call 314.529.9316 (my office) to report it immediately.
Here is a typical progression of how these issues are solved (for anyone who is curious)
1. Faculty emails/calls me to say they can’t do something in D2L.
2. If I am aware of the issue, I give the faculty the workaround. Workarounds to issues are posted, as we become aware of them, on the News widget in D2L.
3. If this issue is new to me, the first thing I do is ask the faculty what internet browser they are using. If the answer is not one of the D2L recommended browser (PC=Internet Explorer 9, MAC =Firefox (latest version)), I test the issue using the correct browser. If I cannot replicate the issue using a recommended browser, then this is clearly an issue with the browser they are using. Solution: I refer the user to the help desk to get help downloading the proper browser.
4. If they report they are using one of the recommended browsers, I test it to confirm. If I replicate the issue, I then test this same issue in the other common web browsers (IE, Firefox, Chrome). Solution: If I am unable to replicate the issue in one of the other common web browsers, I recommend that they use this alternative web browser for the time being.
5. Now that I know what the issue is, and which browsers it is impacting, I submit a ticket to the D2L help desk stating that “X doesn’t work in browser Y and Z.”
6. If this is a critical issue (i.e. something that effects a large population on campus), I post a news item in D2L regarding the issue.
7. Here is where it becomes tricky. D2L can take a day, or a few weeks to resolve this issue. Sometimes there is no resolution, and this is something they will have to build into the next upgrade. Regardless, LDT, almost daily, asks D2L for updates on outstanding tickets.
8. When the issue is resolved, we contact the faculty who first reported it, and update the news item in D2L. If it highly critical, we send out an email to the campus.
Again, if you experience any issues with D2L it is important to report it immediately so that we can work on solving it. In addition, D2L does a great job at taking feedback on their current features. I, from time to time, submit tickets based off of feedback from faculty on features they would LIKE to see incorporated into D2L.