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Document Purpose

UW Educational Outreach (UWEO) has contracted with Moodlerooms to provide an online learning environment for students and instructors, which has been branded My Course. UWEO has partnered with the UW-IT to provide federated authentication by UW NetID to Moodlerooms. This document is intended for use by support staff in UWEO and UW-IT to ensure effective and timely support for the federated login solution.

Support Protocol

Support staff should refer to the following table to handle problem reports related to the Moodlerooms federated login solution. Each row identifies a major component of the login user experience and appropriate contact information.

Component

Issue

Contact

MyUW

Issue: Student or instructor reports problem accessing or logging into MyUW (myuw.washington.edu) with his/her UW NetID.

Note: To log in to MyUW, the user will be redirected to the weblogin service (weblogin.washington.edu) to authenticate, thus establishing a single sign-on (SSO) session.

UW-IT Technology Service Center

Course Listings
(in MyUW)

Issue: Student or instructor reports problem with his/her course listings in MyUW.

Note: For the most part, students will be accessing Moodlerooms via links in MyUW, either in their UWEO course listing or their SDB course listing.

EO Helpdesk

Weblogin
(federated login)

Issue: Student or instructor reports problem logging in to Moodlerooms from links in MyUW.

Note: Upon clicking the course listing links in MyUW, the user's browser will be redirected back to the weblogin service, through its federated login component (idp.u.washington.edu), and then on to Moodlerooms. If their SSO session is still valid, they won't have to authenticate again. Problem reports may cite the weblogin service locations and/or error messages, or similar locations and/or error messages from Moodlerooms. This stage can be tricky for users to report effectively.

UW-IT Technology Service Center

Moodlerooms
(login page)

Issue: Student or instructor reports problem upon redirection from weblogin to Moodlerooms (moodle.extn.washington.edu).

Note: Problem reports may cite the Moodlerooms location used to consume federated authentication assertions sent by the weblogin service via the user's browser to Moodlerooms (https://moodle.extn.washington.edu/Shibboleth.sso/SAML/POST).

EO Helpdesk AND Online Learning Support

Contact Information

Contact Name

Contact Information

EO Online Learning Support

CONTACT:
olsupport@pce.uw.edu
(206) 685-6541

HOURS:
Monday through Friday, 9:00 a.m. to 5:00 p.m.
Closed on University holidays

EO Helpdesk

CONTACT:
dltechsupp@pce.uw.edu
(206) 221-1393 or (206) 543-0898 (TTY)

HOURS:
Monday through Friday, 8:00 a.m. to 5:00 p.m.

Extended support hours are available on the Saturday before the quarter and during the first 2 weeks of each quarter, Monday through Friday until 10:00 p.m., Saturday from 10:00 a.m. to 7:00 p.m.

Closed on University holidays

UW Technology Service Center

CONTACT:
help@uw.edu
(206) 221‐5000 
 http://www.washington.edu/itconnect/help/ 
 
HOURS:
Monday‐Friday, 8:00 a.m. to 8:00 p.m.
Saturday, Sunday: Closed 
 
The Service Center is closed on University holidays and may have limited hours on December 24th and the day before Thanksgiving.

UWEO Emergency Contact

CONTACT:
mroutage@pce.uw.edu

HOURS:
Likely not monitored after hours or on weekends

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