Course Administration Webtools (CAW)

http://services.cpcc.edu/caw

Course Administration Webtools (CAW) are the online tools for managing courses, especially courses offered through online platforms (e.g. Moodle, Blackboard).  CAW includes several tools for assisting instructors in their online courses, submitting Course Origination Documents (CODs) and linking to other resources such as entering grades, midterm reporting, Online Student Profiles, and more.

Features

CAW includes many tools that can assist instructors in the options listed below.  Please note, CAW includes other features as well:

  • Assisting with course instruction by resetting your ES account password, classroom setup requests, listing important dates and email options for all students in your class
  • Submission of CODs for the creation of courses
  • Assisting with online courses by loading courses into Blackboard or Moodle, combine different course sections into a single online course, Batch copy information from a master into multiple courses

 

Hours

The Help Desk will be available to assist with any requests pertaining to Course Administration Webtools during the following Hours of operation:

Monday – Thursday

7:30 AM - 9:30 PM


Phone

704-330-5000

Friday

7:30 AM - 5:00 PM


Fax

704-330-5475

Saturday

8:00 AM - 12:00 PM


E-mail

helpdesk@cpcc.edu

Sunday

Closed


 

 

Submitting a new COD or lookup an existing COD

CODs can be submitted through CAW by logging into the following link:  http://services.cpcc.edu/caw, then selecting the Resources tab.  On the left hand side, several options will appear.  One of them will be COD entry.  After selecting this option, you can put the course information into the search boxes to view the COD.  Select the create option to create a new COD.

Creating a Master

After logging into CAW, select the tab for either Blackboard or Moodle, depending on which Learning Management System (LMS) you are using.  Select Request Master from the left hand options and fill in the requested information.

Reset your ES account


You can use CAW to reset your ES account.  Your ES account will be the same as your employee account, but with an s at the end.  For example, if your username is djx1234e, then your student account would be djx1234es.  You can use this student account to log into Blackboard or Moodle and view your class as if you were a student, allowing you to see what the students sees.  From the Resources tab, there will be an option to Reset My Student Password.  Selecting this option will reset your password.

Please note:  Your student password does not have to match your employee password and will not expire.

The Course Administration Webtools (CAW) have many features that might require assistance from the Help Desk. The Help Desk will assist with any questions, or inquiries, regarding access to CAW or its features.

Requests that the Help Desk is unable to assist with will be escalated to for further analysis by administrators. The Help Desk analyst shall gather all information pertaining to the issue or request made by the client. The client will be provided with a service request copy emailed directly to their Employee email. This may be used to receive updates on the request or work order submitted.

Examples of requests that the Help Desk will provide support to:

  • Access issues pertaining to CAW
  • Unable to locate certain options within CAW
  • Performing course related tasks within CAW (I.e. pulling up class email for an instructors class)

The following is the predicted resolution time for Service Requests. The priority of a request is determined by the Analyst assisting the client. Several factors are taken into account when assigning a priority including urgency of the request, current backlog of requests, and existence of alternatives.

Priority

Expect Resolution Time

Day Before Escalation

Escalation I

Escalation II

Escalation III

High

Within 2 Business Days

Issue Age 1 Day

Issue not resolved after 2 business days

7 business days after Escalation I

4 business days after Escalation II

Medium

Within 5 Business Days

Issue Age 4 Days

Issue not Resolved after 5 business days

7 business days after Escalation I

4 business days after Escalation II

Low

Within 10 Business Days

Issue Age 9 Days

Issue not Resolved after 10 business days

7 business days after Escalation I

4 business days after Escalation II

The Help Desk will be available to assist with any requests pertaining to Course Administration Webtools during the following Hours of operation:

Monday – Thursday

7:30 AM - 9:30 PM


Phone

704-330-5000

Friday

7:30 AM - 5:00 PM


Fax

704-330-5475

Saturday

8:00 AM - 12:00 PM


E-mail

helpdesk@cpcc.edu

Sunday

Closed


 

 

During these hours of operation, the Help Desk will respond to any phone calls. However, during busy times, or if a client chooses to leave a voicemail, the Help Desk will return the call to the client within 2 Hours. This is the same for any emails sent to the Help Desk.

Alert history is not available for this service.

Problems with this service should be reported to the ITS Help Desk. You can contact us by email at helpdesk@cpcc.edu or by calling 704.330.5000 during our normal operating hours.

Upon receipt of your report we will create a record in our tracking system and a tracking number will be provided, either over the phone or via automated email response, that you may use to identify this issue in any subsequent communications.