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Support

Our technical support team are always on hand to answer your queries, via phone or email.
Webanywhere > Support

Our office hours are Monday-Friday from 08:00 to 17:00. Webanywhere also maintain an out of hours support service, 24 hours a day, 7 days a week for urgent support requests. Please note that for data protection reasons, we are only able to assist customers who are on our named contact list.

Education

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0800 862 0131

0113 3200 750

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Primary Schools
Email: helpdesk@webanywhere.co.uk

Secondary Schools/F.E
Email: helpdesk@webanywhere.co.uk

Workplace Learning

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0113 3200 750

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Workplace
Email: helpdesk@webanywhere.co.uk

About our support services

If you need to contact our support team with an issue you are experiencing, please scroll down to the relevant area on this page to find out more information, and to learn how our support team work. It is important that we gather as much information as possible about the support ticket you are registering with us, whether this be over the phone or via email.

Telephone support – If you contact us by telephone we will gather all of the necessary information required to help to resolve your query. We aim to resolve most issues over the phone, but from time to time they may need to be logged as a support issue.

Email support – If you send us an email you will receive an automated response to confirm that your request has been received. This request will then be logged as a support issue.

Urgent support – We understand from time to time that there will be requests that are urgent. We ask that you telephone us between office hours to log urgent requests. Depending on the complexity of the request, we aim to resolve these within 24 hours of the initial call being logged.

First line support – Our first line support technicians resolve support queries by prioritising them with the oldest first. From time to time we may need to contact you again for additional information. Once the issue has been resolved you will receive an email with details of the resolution.

Second line support – If the first line support can not replicate or resolve the reported issue it will be escalated to our second line support who will investigate the issue further. Again, you will receive an email to inform you of this.

Third line support – On occasions, support requests have to be escalated further to the third line support. This may be if there is a complex database error or similar. You will receive an email to advise you of progress.

Development requests – If the support request is a bug in the software this will be reported to our development team for review. They will then prioritise this to be fixed. We usually release bug and feature updates once a month.

Feature requests – If you have a feature request for us we will happily consider implementing it. Simply call or email our support team to register the feature. This will then be sent to the development team who will research the possibility of implementing the suggestion.

We aim to resolve a support query as quickly as possible. However, this does depend on the complexity of the task. First line support can usually resolve the query on the telephone, but if it requires further investigation it may take us up to 5 working days to resolve.

If we contact you for further information during the investigation of a support query it may take longer than 5 working days to complete depending on the time it takes to receive the requested details.

If a software bug is identified it may take us longer than 5 working days to fix. Depending on the severity of the bug it may take weeks or months to fix. We will always prioritise urgent bugs that significantly affect software performance.

Feedback – During the investigation stage of a support ticket we may send you feedback via email. This could advise you that the ticket has been escalated, it may request more information, or just simply to give you an update on the tickets progress.

Resolved – A support ticket is resolved when a fix has been provided based on the explanation in the support ticket and tested by our technicians. An email will be sent to inform you of this along with some feedback from the technician about the fix.

On hold – Once a support ticket is logged we will investigate the issue. If we require more information we will contact you (usually via email) to gather this. At this point your ticket will be placed on hold and no further action will be taken. If we do not receive a response within 2 working days we will send you an email reminder. If a response is not received following this, we will close the ticket and you will receive an email informing you.

Not completed – A support ticket will be closed as not completed if we are unable to gather further information required to resolve the issue. A ticket may also be closed as not completed if the problem is not being caused by Webanywhere’s software and therefore can not be fixed by our technicians.

Bug – If a bug is identified as a result of your support request, and the matter is escalated to the development team, you will receive an email informing you of this. How soon a bug is fixed is dependent on the complexity and severity of the issue.

Feature Request – Although our team have expertise in many areas of software and school computer systems, we are unable to help with internal school problems such as network or unsupported browser issues. We would advise you to speak with your school’s technical support team for assistance in this area.

FAQs

In a rush? Why not check out our FAQ section and see if you can save yourself a phone call.

– Why can I not add a new course?

There are three standard Trainer roles in Totara. A Course Creator has the ability to add and set up new courses and edit courses, an Editing Trainer has the ability to edit courses already set up, and a Trainer has the ability to manage a course already set up, including the course gradebook and managing face-to-face activities.

These roles can be given a site level, which allows you to perform these functions across the whole site, or at a Category level allowing you to perform these functions just in course in the given Category. These roles can also be assigned at a course level allowing you to perform these functions just in the given course. Talk to your Site Administrator to learn more about the role and permission you have been given.

– How do I prevent Learners from seeing my course?

A course can be hidden from learners by setting the course availability to ‘This course is not available to students’ this is done in the course settings. Remember when you are ready for learners to enrol on your course you need to change this setting back ‘This course is available to students’.

– Can I prevent Learners from enrolling themselves on a course?

When the Internal Enrolment enrolment plugin is enabled on your site it is possible for learners to self-enrol on a course. To prevent this from happening you need to set Course enrollable to No in the course settings.

– Why are all Learners enrolled in all courses?

There are two possibilities that would cause Learners to be enrolled in all courses:

When the system default role is set to Learner this results in all users being enrolled in all courses by default. The system default role is usually set to Authenticated user. Your Site Administrator can set this Site Administration Menu > Users > Permissions > User Policies.

When a user is assigned to the Learner role at the Site Level they are automatically enrolled in all courses. Your site Administrator can change site wide role assignment, Site Administration Menu > Users > Permissions > Assign System Roles.

– Why are the Activity Completion / Course Completion settings locked?

Once a learner has started an activity / course with completion conditions set these conditions are locked. It is possible for the completion conditions to be unlocked, however there is a risk the existing learner data may be lost when you unlock the completion conditions.

– Why do I need to set up Positions and Organisation hierarchies?

Setting up position and organisation hierarchies in Totara allow you to assign your users to the appropriate job role and part of the organisation. This allows you to assign competencies and linked courses to users based on their job role and place in the organisation.

Also, if you want to use Manager Approval for face-to-face courses you need to have at least a position hierarchy to allow you to assign a manager to a user.

– Do I need to use hierarchy Types?

You do not need to use hierarchy types in any of your hierarchy frameworks. Hierarchy Types allow you to add custom fields to your hierarchy items e.g. this would enable to capture a purchase code or cost centre code for different parts of your organisation.

Hierarchy Types can be included in a report, this would allow you to sort or filter on the hierarchy type.

– I have forgotten my password and can not login

You should be able to get this reset by the main admin user in school. If you are the admin please enter your email address into the forgot password section of the login screen and you will receive a link allowing you to reset it.

– Can I sign into my School Jotter website from outside school?

Yes, School Jotter can be accessed anytime, anywhere (providing you have an internet connection!)

– I have forgotten how to add a newsletter on School Jotter

After clicking on Edit Page click on the insert file button. This is found on the toolbar that appears when you click into a content area. Click upload file (at the top of the file manager window) and select your newsletter from the file picker (i.e. from your local hard drive). Once this has uploaded you can then click on the tick box and click on insert (bottom left hand corner). You should now have a link to the newsletter on the page/content area.

– How do I upload a word document to my School Jotter?

After clicking on Edit Page click on insert file button. This is found on the toolbar that appears when you click into a content area. Click upload file (at the top of the file manager window) and select your word document from the file picker (i.e. from your local hard drive). Once this has uploaded you can then click on the tick box and click on insert (bottom left hand corner). You should now have a link to the document on the page/content area.

– How do I upload pictures to my School Jotter?

After clicking on Edit Page click on the insert picture button. This is found on the toolbar that appears when you click into a content area. Click upload (at the top of the image manager window) and select your image/photo from the file picker (i.e. from your local hard drive). Once this has uploaded you can click on the thumbnail of the desired image, inserting it into the content area.

– How do I link to a page or website in my School Jotter?

In edit mode type in the link label. This is the text that will appear as the link itself i.e. Please click for xyz. Highlight this using the mouse and click on insert/edit link. In the dialog box select a page to link to from the Pages drop down menu. Then click on insert. If you would like to link to a file after the LINK URL field, click on the red and blue icon. Now all you need to do is select and tick the appropriate file to link to, and then press insert on the left hand side of the file manager.

– How to get Images to Appear in a Slideshow within School Jotter?

This short guide will take you through how to get images to appear in Slideshows and to put your images into a particular order.

To get your pictures into a Slideshow they have to be in the ‘Gallery Images’ folder within the ‘Image Manager’.

If you are accessing the folder straight from the Image Manager you will see the Gallery Images folder on the left hand side.

Click on the text ‘galleryimages’ and this will take you into that folder.

From here you can create folders to store images using the ‘Create Folder’ button at the top of the screen.

If you are uploading from the Slideshow block (see below):

 

From here you can upload images by clicking on the ‘Upload Images’ button, this will start you off in the ‘Gallery Images’ folder so you don’t need to find it on the left hand side.

– How to put your Images In Order within School Jotter

School Jotter will order the images by file name in alphabetical order within the Image Manager.

To change the title of your images so that you can put them in order go into the File Manager.

The easiest way to get to this is to go to ‘My Pages’ in the white toolbar along the top. Scroll down to ‘Manage Media’ and then Select ‘Files’

 

This will take you into the File Manager which shows your Images and allows you to re-name them.

 

In this example there are two folders to access and we will select the Gallery Images folder.

 

The Creek image has been selected to rename and you will see that unlike in the first example above the options have become available at the top of the file list; Cut, Copy, Rename, Delete & Zip.

Tick the white box next to the file and click on ‘Rename’. This will produce a white box to add text into and rename the file.

– We have changed our school logo and it needs amending on our website, what shall I do?

Please email content@webanywhere.co.uk with the the updated logo and a message requesting the change. This will be uploaded within our 3-5 day turnaround.

– How do I use the document viewer?

If you need to display documents directly on your webpage (ie. documents designed to be displayed on the website) you need to select the document viewer option to upload the documents to your page. In edit mode click on Insert. From the drop down go onto miscellaneous, then select document viewer. Now the block will appear on the page. Select upload and from the file picker the document you wish to upload. Click on upload again and after the document has converted click publish to reveal the document embedded onto the page itself.

– There is code all over my page, what do I do?

If you see code appearing on your page, click the Edit Page option, and click Publish.

– Why is my video not working?

If your video fails to upload, it could be due to the size of the video, or the file format. The size should not exceed 30mb and the acceptable file formats are WMV, FLV and AVI. If you notice the video still not working once uploaded, try updating your browser.

– How do I add a user?

To add a new user, click the My Pages option and go to Manage Users. You will then see an option called Add User – fill in the fields and save.

– How do I restrict a user from editing just one page?

In the manage pages section, click the desired page from the list of site pages on the left. From the table that now appears tick the edit column and assign the role of the user. This means that this user will only be able to edit this page. You can allow as many pages as you like to be editable by clicking on the pages and ticking the edit box that is next to that user’s role.

 

For more information on School Jotter, visit Schooljotter.com

– What is it for?
It is an e-portfolio and social networking solution. A student can upload images and text of trips they have been on or what they have been up to both in and out of school. They can also add their school friends and view their portfolios.
– Can I control the messaging tool?

Yes, you can, you can either turn this off for everybody on the system within settings contained in the Administration area. Select Communication to No.

The other way is for just one individual by clicking on Edit next to that person’s name in the users screen and unticking Allow Communication box. To view any messages sent just select the Messages or email icon on the Users screen.

For more information on Learner Journey, visit learnerjourney.com

If these do not answer your question, please contact our support staff.