Tier 1: SSS- LoboAchieve
Service Support Summary:
IT Service(s): <LoboAchieve <and Link to Service Catalogue Entry>
Service Owner (SO): Paige Briggs
Subject Matter Expert (SME): Stirling Crow
Please click on the linked IT Service(s) above to view the IT Service Catalog entry for
that service.
Scope:
What the service includes: LoboAchieve CONNECT facilitates meaningful contact
between students, their advisors, their instructors, and tutors. LoboAchieve EARLY
ALERT is an early support system to support student success at UNM.
What it doesn’t include: Other advising systems, such as LoboTrax and DARS.
Level of support provided by IT: UNM IT provides infrastructure, staff, and
processes including:
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Friendly, courteous and efficient service;
Support services via Service Desk;
Prompt referral of any inquiries/complaints to the appropriate responsible team;
System operations, administration and network connections;
Web access to include service catalog, billing portal, self-service portal;
System level backup processes and disaster recovery;
Basic up/down system monitoring;
And a continuous effort to develop and improve services for all service users.
Level of support provided by the Service Desk: the Service Desk is responsible for
performing correct triage, escalation, and resolution of functional and technical
issues as outlined in FastInfo or on ITAlerts.
General Required Information:
Name(s) of affected individual(s)
UNM Type (Student, Instructor, Advisor)
Net ID
Error Message
Web Browser Version
Banner ID(s)
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Department
Description of what they’re trying to do
Date and time that the issue occurred
How are they accessing the system (loboachieve.unm.edu, my.unm.edu, or
learn.unm.edu)?
General Escalation Method:
IT Escalation (only for IT issues, defined in scope above):
Help.UNM BLCSR:
Business Line: Applications
Category: Enterprise Applications: Business Systems
Service: LoboAchieve
Team: UNM IT Apps - Student
Outage Procedure:
FI ####: LoboAchieve Unavailable
Detailed Service Information:
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Users/Customers: Students, Faculty, Advisement Office Staff, Advisors.
Average Impact/Urgency (System outage: Multiple departments, High; User question:
Single user, appropriate urgency)
Related Services: Banner, BAR, LDAP, UNM Network , UNM Learn, myUNM, LoboMail
Related Tools: N/A
Operating Level Agreement:
<Paste OLA document and/or link to OLA document attachment>
Internal Knowledge:
<Links here>
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Tier 1- IST: Cannot Login to
LoboAchieve.
Keywords: Login, access, down, LoboAchieve.
Check the following:
1) Is LoboAchieve down?
Go to http://loboachieve.unm.edu to check. This should redirect the user to the
following: https://unm.starfishsolutions.com/starfish-ops/support/login.html. To
determine if LoboAchieve is down please go to:
FastInfo: LoboAchieve Unavailable
a) Yes. Please transfer to UNM IT Apps - Student.
b) No. Continue to Step 2.
2) Determine the site from where the user is attempting to log in.
The user could be logging in from a few places:
-my.unm.edu, Student Life Tab, Academic Resources Channel, LoboAchieve link.
-my.unm.edu, Employee Life Tab, UNM Business Applications, LoboAchieve link
-LoboWeb, Student Tab, Records Section, LoboAchieve link.
-LoboWeb, Faculty & Advisors Tab, Advisor Functions, LoboAchieve link
-learn.unm.edu, Support(in upper right corner), “Login to LoboAchieve” link.
-loboachieve.unm.edu
Please ensure that the user can access the system from which they are trying to
access LoboAchieve.
-If the user is trying to access LoboAchieve from my.unm.edu please ensure that
my.unm.edu is accessible.
-If the user is trying to access LoboAchieve from LoboWeb please ensure that
LoboWeb is accessible.
-If the user is trying to access LoboAchieve via learn.unm.edu please ensure that
Learn UNM is accessible.
Is the system from which the user is attempting to access LoboAchieve up and
running?
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a) Yes. Continue to Step 3.
b) No. If any of these systems are unavailable please create a ticket with the correct
BLCSR to resolve this issue.
3) Does the user have a UNM NetID?
a) Yes. Make sure they are using NetID, not UNM ID, to log in. Continue to Step 4.
b) No. Instruct them how to create a NetID at https://netid.unm.edu.
4) Is the student active in the Banner? ? If the user is an instructor please go to Step 5. If
the user is an advisor please go to Step 6.
The student needs to be registered for classes (online or on campus) within the next 3
semesters, or have taken classes within the past 3 semesters to be considered an active
student.
a) Yes. Continue to Step 7.
b) No. Instruct the user how to register for classes (online or a class on campus) within
the next 3 semesters to be considered an active student. Once the student is active it
will take 24 hours for that information to feed into LoboAchieve.
5) Is the instructor active in the Banner?
The instructor needs to be teaching classes (online or a class on campus) within the next
3 semesters to be considered an active instructor.
a) Yes. Continue to Step 6.
b) No. Instruct the user about the requirement to teach classes (online or a class on
campus) within the next 3 semesters to be considered an active instructor. Once the
instructor is active it will take 24 hours for that information to feed into LoboAchieve.
6) Is the user an advisor? If not please go to Step 7.
Has the advisor taken the LoboAchieve class in order to obtain the BAR security role?
a) Yes. Continue to Step 7.
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b) No. If the advisor does not have a BAR security role then they will not be able to log
into the LoboAchieve system. Please have the user contact Shannon Saavedra
(shein@unm.edu) to schedule a BAR training for LoboAchieve.
7) Is the user seeing one of the following error messages when attempting to login?
“You do not have privileges or your role is not properly defined in the Starfish system”
OR
“System is currently in Proof of Concept phase. You do not currently have access."
a) Yes. Please log a ticket with the error message to the following BLSCR:
Business Line: Applications
Category: Enterprise Applications: Business Systems
Service: LoboAchieve
Request Type: Break/Fix
Team: UNM IT Apps - Student
b) No. Please collect as much information as you can from the user and log a ticket to
the following BLCSR:
Business Line: Applications
Category: Enterprise Applications: Business Systems
Service: LoboAchieve
Request Type: Break/Fix
Team: UNM IT Apps - Student
Tier 1- IST: LoboAchieve Unavailable
Keywords: LoboAchieve Down Outage
Triage:
The LoboAchieve website is hosted by an external vendor Starfish. UNM IT hosts
the authentication and Banner feeds, and owns LoboAchieve incident
communication with the Starfish vendor.
If a customer reports a LoboTime system outage:
Go to http://loboachieve.unm.edu to check.
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This should redirect to the following: https://unm.starfishsolutions.com/starfishops/support/login.html. Here is a screenshot:
If the above web address is unavailable (for example, if you get a 404 error) please
open a Help.UNM incident with the following:
Impact: Multiple Departments
Urgency: High
Business Line: Applications
Category: Enterprise Applications: Business Systems
Service: LoboAchieve
Request Type: Break/Fix
Team: UNM IT Apps - Student
If the Starfish link ( https://unm.starfishsolutions.com/starfish-ops/support/login.html )
does work please see FastInfo: Cannot Login to LoboAchieve to see if the user is having
problems logging in.
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Tier 1: IST- LoboAchieve Data Is Wrong
Keywords: Login, access, down, LoboAchieve.
Triage:
1) Is the user logged into LoboAchieve and is looking at data within LoboAchieve?
If the user is logged into LoboAchieve then they should see something like this:
The user should see “Home” and “Success Network” in the upper right corner. They
should also see their name in the upper right corner.
Users can log in to UNM Learn (via learn.unm.edu) and access LoboAchieve. Once
logged into learn.unm.edu they can click on Support and then click on “Login to
LoboAchieve.” They will see something like the following:
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If the user clicks on the UNM Learn “My Learn” or “Support” links they will be back
in the UNM Learn system. Please ensure that the data the user is speaking of is in
the LoboAchieve system and not the UNM Learn system.
A. User is logged into LoboAchieve and is looking at data in LoboAchieve. Please go to
Step 2.
B. User is logged into UNM Learn and is looking at data in UNM Learn. Please raise a
ticket with UNM Learn to correct the data.
2) Is the user looking at incorrect data in their LoboAchieve profile?
To access profile information the user can click on their name in the upper right
hand corner of LoboAchieve. They will see something like the following:
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A. Yes. If the user is seeing incorrect information in this profile please direct the user
to my.unm.edu, ask them to log in, and have them click on the “Manage Personal
Information” channel from the Quick Links Channel. Information from LoboAchieve
is fed from UNM profile info every night. Please explain that any demographic
information updated in my.unm.edu will take 24 hours to show up in LoboAchieve.
Here is a screenshot of the Quick Links section in my.unm.edu:
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B. No. Please proceed to Step 3.
3) Is the user looking at incorrect data in their LoboAchieve profile?
If the user is seeing incorrect information regarding class info or anything else
please collect as much information as possible and raise a help ticket to:
Business Line: Applications
Category: Enterprise Applications: Business Systems
Service: LoboAchieve
Request Type: Break/Fix
Team: UNM IT Apps - Student
Tier 1: IST- How To Link Outlook
Calendar With LoboAchieve
Keywords: Calendar, Outlook, O365, Exchange, LoboAchieve, Advisor Schedule,
Scheduling
These instructions are for advisors and instructors to set up their LoboAchieve
account so that their calendar information(busy/free times) from Outlook will
display in LoboAchieve so students can request an appointment.
1) The instructor or advisor needs to log in to LoboAchieve. Go to loboachieve.unm.edu
and enter NetID and PW.
2) Click on the drop-down arrow by your name in the upper-right hand corner. Select
“Email Notifications”
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3) Under “Appointments Notifications” select the box that says “Read busy times from my
external calendar” and click on Save.
4) You must then log into you LoboMail (lobomail.unm.edu) account and select the calendar
option.
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5) Select the “Share” option and select “Share This Calendar.”
Share your calendar with the following account: sfo365uc@unm.edu
You will need to grant this account Reviewer Level access so select “All
information.” Click Send.
These are the steps you need to complete the process. Even though you are
required to select the “All Information” option, students will only see “Free/Busy”
information within LoboAchieve when they request an appointment:
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