HEP Support Centre
  1. HEP Support Centre
  2. Learner Support Desk

Learner Support Desk

Welcome! You can raise a request for Learner Support Desk using the options provided.

St Mary's University Support

  • Content Library General question [AS]

    Have a question? Submit it here.

  • Payments [AS]

    Have a question about finance or payments? Submit it here.

  • General question [AS]

    Have a question? Submit it here.

  • Data Withdrawal Requests [AS]

    Would you like us to remove your personal data from our systems? Request it here.

  • Student/Learner Dashboard [AS]

    Have a question about the Student/Learner Dashboard? Submit it here.

  • Course content issue [AS]

    Have you seen a problem with the course content? Submit it here.

  • Canvas Access [AS]

    Are you having problems accessing Canvas? Submit it here.

  • Investigate a problem [AS]

    Create a problem to track the cause of one or more incidents.

Powered by Jira Service Management
{"xsrfToken":"e1a5bce8acd53032b858d402221582e0f9d8b19f_lout","branding":{"id":"11","key":"as","name":"Learner Support Desk","portalBaseUrl":"/servicedesk/customer/portal/11"},"helpCenterBranding":{"logoId":"","isLogoAvailable":false,"helpCenterTitle":"Welcome to the HEP Support Centre","sharedPortalName":"HEP Support Centre","userInitialAnnouncementHeader":"","userInitialAnnouncementMessageWiki":"","translations":{"en-GB":{"helpCenterTitle":"Welcome to the HEP Support Centre","sharedPortalName":"HEP Support Centre","localeDisplayName":"English (United Kingdom)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-GB","userLanguageTag":"en-GB","portalThemeColor":"#063b5c","helpCenterTitleColor":"#ffffff","bannerMediaApiUrl":"https://api.media.atlassian.com/file//image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJlMGE2ZWYyOS1lMTNkLTQwZjctOThhMy04OGU5Y2I2NDcxMDYiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOiI6WyJyZWFkIl19LCJleHAiOjE3NDg0NzQ2ODIsIm5iZiI6MTc0ODQ3NDA4Mn0.Kf67Vt1GuWSG5cNX1p8Dg0vcERKV_xuWN2MNmnbnHu4&client=e0a6ef29-e13d-40f7-98a3-88e9cb647106&height=300&mode=fit","bannerMediaApiFileId":"","useDefaultBanner":false,"isBannerAvailable":true,"topBarColor":"#FFFFFF","topBarTextColor":"#172B4D","hasTopBarBeenSplit":true},"portal":{"id":"11","key":"as","projectId":10049,"serviceDeskId":11,"name":"Learner Support Desk","description":"<p>Welcome! You can raise a request for Learner Support Desk using the options provided.</p>","portalBaseUrl":"/servicedesk/customer/portal/11","reqTypes":[{"id":"146","name":"Canvas Access [AS]","descriptionHtml":"<p>Please include the following for each new user:</p>\n<ul class=\"alternate\" type=\"square\">\n <li>Full name</li>\n <li>Email address</li>\n <li>Level of access (per course or account level)</li>\n <li>Role and enrolments</li>\n</ul>","callToAction":"Canvas Access [AS]","introHtml":"<p>Are you having problems accessing Canvas? Submit it here.</p>","icon":10549,"iconUrl":"https://higheredpartners.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10549","groups":[41,40,106,70,71],"key":""},{"id":"206","name":"Content Library General question [AS]","descriptionHtml":"","callToAction":"Content Library General question [AS]","introHtml":"<p>Have a question? Submit it here.</p>","icon":10702,"iconUrl":"https://higheredpartners.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10702","groups":[41,70],"key":""},{"id":"147","name":"Course content issue [AS]","descriptionHtml":"<p>Please include the following:</p>\n<ul class=\"alternate\" type=\"square\">\n <li>What platform you are using, e.g. Windows/Chrome or iPad app.</li>\n <li>Location of the issue. Which page it occurs on, the page name and URL if you can.</li>\n <li>A description of the error.</li>\n <li><b>Please include screenshots if you can</b></li>\n</ul>","callToAction":"Course content issue [AS]","introHtml":"<p>Have you seen a problem with the course content? Submit it here.</p>","icon":10549,"iconUrl":"https://higheredpartners.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10549","groups":[41,106,70,71],"key":""},{"id":"149","name":"Data Withdrawal Requests [AS]","descriptionHtml":"","callToAction":"Data Withdrawal Requests [AS]","introHtml":"<p>Would you like us to remove your personal data from our systems? Request it here.</p>","icon":10549,"iconUrl":"https://higheredpartners.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10549","groups":[41],"key":""},{"id":"150","name":"General question [AS]","descriptionHtml":"<p>Please include as much detail as you can in your request.</p>","callToAction":"General question [AS]","introHtml":"<p>Have a question? Submit it here.</p>","icon":10549,"iconUrl":"https://higheredpartners.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10549","groups":[41],"key":""},{"id":"309","name":"Gloucestershire Content Library General question [AS]","descriptionHtml":"","callToAction":"Gloucestershire Content Library General question [AS]","introHtml":"<p>Have a question? Submit it here.</p>","icon":10702,"iconUrl":"https://higheredpartners.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10702","groups":[106],"key":""},{"id":"140","name":"Investigate a problem [AS]","descriptionHtml":"","callToAction":"Investigate a problem [AS]","introHtml":"<p>Create a problem to track the cause of one or more incidents.</p>","icon":10520,"iconUrl":"https://higheredpartners.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10520","groups":[41,40],"key":""},{"id":"151","name":"Payments [AS]","descriptionHtml":"","callToAction":"Payments [AS]","introHtml":"<p>Have a question about finance or payments? Submit it here.</p>","icon":10523,"iconUrl":"https://higheredpartners.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10523","groups":[41],"key":""},{"id":"208","name":"Recommend a Course Content Enhancement [AS]","descriptionHtml":"","callToAction":"Recommend a Course Content Enhancement [AS]","introHtml":"<p>Help us to improve the Library. Send us your suggestions.</p>","icon":10535,"iconUrl":"https://higheredpartners.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10535","groups":[106,70,71],"key":""},{"id":"137","name":"Report a system problem","descriptionHtml":"","callToAction":"Report a system problem","introHtml":"<p>Let us know if something isn't working properly and we'll aim to get it back up and running quickly.</p>","icon":10521,"iconUrl":"https://higheredpartners.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10521","groups":[40],"key":""},{"id":"207","name":"St Mary's Content Library General question [AS]","descriptionHtml":"","callToAction":"St Mary's Content Library General question [AS]","introHtml":"<p>Have a question? Submit it here.</p>","icon":10702,"iconUrl":"https://higheredpartners.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10702","groups":[71],"key":""},{"id":"148","name":"Student/Learner Dashboard [AS]","descriptionHtml":"","callToAction":"Student/Learner Dashboard [AS]","introHtml":"<p>Have a question about the Student/Learner Dashboard? Submit it here.</p>","icon":10549,"iconUrl":"https://higheredpartners.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10549","groups":[41],"key":""},{"id":"135","name":"Emailed request","descriptionHtml":"","callToAction":"Emailed request","introHtml":"<p>Request received from your email support channel.</p>","icon":10527,"iconUrl":"https://higheredpartners.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10527","groups":[],"key":""},{"id":"139","name":"Request a change","descriptionHtml":"","callToAction":"Request a change","introHtml":"<p>For example, upgrade a server (VPN) or an application (Jira).</p>","icon":10528,"iconUrl":"https://higheredpartners.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10528","groups":[],"key":""}],"reqGroups":[{"id":41,"name":"St Mary's University Support"},{"id":40,"name":"Academic Services Support"},{"id":70,"name":"Aberystwyth Content Library Support "},{"id":71,"name":"St Mary's Content Library Support"},{"id":106,"name":"University of Gloucestershire"}],"orderMapping":{"40":[146,137,140],"41":[206,151,150,149,148,147,146,140],"106":[309,147,208,146],"71":[208,207,147,146],"70":[208,206,147,146],"38":[137,139],"35":[137],"39":[137,139]},"kbs":{"kbEnabled":false,"serviceDeskId":-1},"createPermission":true,"portalAnnouncement":{"portalId":11,"canEditAnnouncement":false,"canAdministerProject":false,"portalProjectKey":"AS","userLanguageHeader":"","userLanguageMessageWiki":"","defaultLanguageHeader":"","defaultLanguageMessage":"","defaultLanguageDisplayName":"English (United Kingdom)","isUsingLanguageSupport":false,"translations":{}},"canViewCreateRequestForm":true,"isProjectSimplified":false,"mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJlMGE2ZWYyOS1lMTNkLTQwZjctOThhMy04OGU5Y2I2NDcxMDYiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpjb2xsZWN0aW9uOnVwbG9hZC1wcm9qZWN0LTEwMDQ5IjpbInJlYWQiLCJjcmVhdGUiLCJ1cGRhdGUiXSwidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NDg0NzUyODIsIm5iZiI6MTc0ODQ3NDA4Mn0.Zp9huJ4N5H1B44PwsBkrIT4eDeZO3ogsiFcIcT1qACw","targetCollection":"upload-project-10049","endpointUrl":"https://api.media.atlassian.com","clientId":"e0a6ef29-e13d-40f7-98a3-88e9cb647106","tokenDurationInMins":20}},"sharedPortal":{"name":"HEP Support Centre","description":"<p>Welcome to the help center - we're here to help! Raise a request from the options provided.</p>","kbs":{"kbEnabled":true,"appLinkUrl":"https://higheredpartners.atlassian.net/wiki","kbLinkDomainURLs":["https://higheredpartners.atlassian.net"]}},"portalWebFragments":{"headerPanels":[],"subheaderPanels":[],"footerPanels":[],"pagePanels":{"propertyPanels":[],"legacyPropertyPanels":[]}}}
{"headless":false,"tourEnabled":false,"wacLink":"https://www.atlassian.com/software/jira/service-desk/powered-by?utm_medium=jira-in-product&utm_source=jira_service_desk_portal_footer&utm_content=higheredpartners","contactLink":"/secure/ContactAdministrators!default.jspa","serviceDeskVersion":"3.3.0-OD","contextPath":"","xsrfToken":"e1a5bce8acd53032b858d402221582e0f9d8b19f_lout","baseUrl":"https://higheredpartners.atlassian.net/servicedesk/customer","relativeBaseUrl":"/servicedesk/customer","jiraDisplayUrl":"https://higheredpartners.atlassian.net","customerLoginEnabled":true,"maxAttachmentSize":"1073741824","gravatarEnabled":true,"onDemand":true,"disabledFeatures":[],"enabledDarkFeatures":[],"calendarDateData":{"months":["January","February","March","April","May","June","July","August","September","October","November","December"],"monthsShort":["Jan","Feb","Mar","Apr","May","Jun","Jul","Aug","Sep","Oct","Nov","Dec"],"weekdaysShort":["Sun","Mon","Tue","Wed","Thu","Fri","Sat"],"weekdays":["Sunday","Monday","Tuesday","Wednesday","Thursday","Friday","Saturday"]},"mediaApiExternalUrl":"https://api.media.atlassian.com","mediaApiAppClientId":"e0a6ef29-e13d-40f7-98a3-88e9cb647106","optedInFeatures":{},"fabricEmojiUrl":"/gateway/api","helpCenterType":"BASIC","traceId":"1ba8fb5a0b924484922bfa9ac95ec98b","siteDefaultLanguageTag":"en-GB","featuredValues":{"multiHelpCenterEnabled":false,"hcAIAnswersEnabled":false,"jsmAiConfigEnabled":false,"helpCenterCustomizationEnabled":false},"helpCenterHomePageSlug":"portals","anonymousEnabled":true,"requestIntroEnabled":true}