D2L - Submitting a Problem Online (UW-Madison)

You can use the HelpOnline system to contact the DoIT Help Desk for assistance with D2L.

Before reporting a problem, we encourage you to search the Learn@UW Knowledgebase for solutions.

NOTE: You can get help from the DoIT Help Desk several ways, not just via the HelpOnline system.

To contact the DoIT Help Desk about a D2L question or problem:

  1. Go to the HelpOnline system and log in with your UW-Madison NetID and password.
  2. On the left side of the screen, click Log a Call.
  3. In the Description box, type a description of the problem you're experiencing, then click the Submit button to send your problem to the Help Desk. Please state that the problem/question is regarding D2L, and be sure to include the following D2L-specific information:
 Course Information  Include the course name, section, and semester
 Your role in the course  Indicate whether you're a student, instructor, TA, etc.
 OU number of the course  While in the course, look at the URL shown in the browser. The very end of the URL will be ou=xxxxx. This unique identifier allows the Help Desk to easily find the course site and expedite a solution.
 A complete description of the problem Imagine someone trying to reproduce your problem. Provide step-by-step information about what you're trying to do, what you've already tried, what happens, and the exact error message you may have received.
  • Bad description: I can't find my course
  • Good description: I enrolled in English 100 section 3 on Monday. When I log on to D2L and look under my list of courses for this semester, I don't see the course listed. Can you help me get access?

To check the status of a call:

You can check the status of your call by coming back to HelpOnline and selecting Review Past/Current Calls. Or, you can go to My UW and click the Services tab to see your "My DoIT Help Desk Cases" module.

Keywords:learn@uw learnuw d2l desire2learn problem reporting report help helponline online wiscIT helpdesk desk log a call OU number   Doc ID:24128
Owner:Learn@UW Madison .Group:Learn@UW Madison
Created:2012-05-03 13:45 CDTUpdated:2017-07-11 12:37 CDT
Sites:DoIT Help Desk, DoIT Tech Store, Learn@UW Madison
Feedback:  3   0