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SRB SIS Knowledge Base

Navigating and Searching our Knowledge Base

This article provides information on how to navigate and perform a search in the knowledge base.  It also describes how to submit a ticket and access the Client FTP and Upload FTP folders.

Overview

This article provides information on the following topics:

  • Navigating the knowledge base
  • Performing a search in the knowledge base
  • Submitting a ticket from the knowledge base
  • Accessing the Client FTP as well as the Upload FTP folders

Navigating the Knowledge Base

The content in the site is structured within categories, subcategories, guides, and then articles.  As you navigate throughout the site, the Navigation bar, found just below the Search bar, expands to indicate where you are located in the knowledge base.

Screen Shot showing organizational layout

From the home page you can see the following three categories:

  • Trillium Suite
  • Trillium Via
  • SchoolLogic

As a Trillium user, you will most likely want to navigate in the Trillium Suite or Trillium Via categories.  Clicking on one of the above categories will bring you to a page with the following subcategories:

  • Product Guides
  • Technical Guides (visible if you have logged in)
  • Trillium News! or Trillium Via News!

The Product Guides and Technical Guides subcategories contain guides for each product in the suite (ex.: TWebSchAdmin, Core Trillium, Trillium OnSIS...). This structure simplifies your search for articles by only displaying the articles that apply to a specific product. Once you click on the appropriate guide, you will see all of that product's articles. The articles can be displayed in various ways (the options may change per guide):

  • Article Directory displays all articles in that guide;
  • How-to displays articles with the How-To tag; generally longer articles explaining an entire process;
  • Reference displays articles which are gnerally shorter and more specific. You will find Error Messages, Workarounds and Troubleshooting articles here as our site grows.
  • Tag directory displays search tags we've attached to articles. Articles display here under each tag assigned to them. 

Product Guides

The articles in the Product Guides explain how the products work from an end-user perspective. Credentials are not required to view articles in this subcategory;  they can be accessed by all clients. 

Technical Guides

Articles in the Technical Guides are meant to help school board support staff maintain the Trillium Suite, including:

  • Product update articles;
  • Access to our update files; 
  • Access to your FTP folders
  • How-to configure our applications;
  • How-to Submit a Ticket form,

Due to the sensitivity and complexity of this information, you'll need credentials to access this subcategory. 

In 2016, we sent credentials to board users who were receiving communication from SRB at the time.  

Resetting Your Password

When you login for the first time, you will see two options:

  • Home
  • Reset Password

Be sure to click on the Reset Password link to change your password before proceeding to the Home page. Alternatively, clicking on your name in the upper-right corner and selecting the My Preferences option will provide you with the option to change your password.  

Once your account has been activated, just enter the credentials in the fields in the upper-right corner:

Screen Shot: Entering Username/Password

If, for some reason, you have not received the welcome email from the knowledge base, you must first confirm that your school district is not blocking emails from no-reply@mindtouch.us.  Once this is confirmed, you can use the Forgot Password option to receive a new password at success.srb-es.com.  Enter your username in the Usernamefield (format - firstname.lastname), leave the Password field blank, and Click Sign In.  This will send you an email with the new password; be sure to check your junk folder for this email.

Update Articles

Update articles are available from the Technical Guides for the specific product.  You will find all the information you need for the update in these articles, including:

  • the release note;
  • the instructions on how to perform the updates;
  • and the links to the files needed for the update.

The client communication for the updates will have the links to these articles, but if you are struggling to find an update article, type the product name and the word Update in the How can we help you box for a quick search for the update article you are searching for.

Submit a Ticket Form

If you haven't found what you need by searching our knowledge base, credentialed users can Click Submit a Form in the upper-right corner, opening a service ticket with our SIS help desk.  The more details you put in the initial ticket, the more you're helping us help you.

Screen Shot: Submit a ticket

You will notice that once you enter information in the Summary of Problem field, the right side of the submission form will display articles that you may not have found previously. This supports self-help, which may eliminate the need to open a service ticket.  Click on any of the links to view the articles.

 

Organization - School Update

The same form can be used to request an update to the Trillium Organizations validation table.  Use the options indicated in the screenshot below and complete the Description of Problem field according to the changes needed.

Client FTP and Upload Folders

When you are logged in and you are in the Technical Guide subcategory, you will see a guide called Client and Upload FTP Folders.  You will only see one article for your school board. This article contains the links to your Client FTP and the Upload folders from our FTP site. Follow the steps in this article.

Trillium Suite Video Libraries

If your school board has a subscription for any of the Trillium Suite training video libraries, simply navigate to the guide called Trillium Suite Training Videos and select the link for the desired video library to access the files.

Trillium News!

This guide will hold general articles, like this one, on the latest news, TUG updates... Be sure to check here often to learn what's new in the Trillium and Trillium Via world!

Conclusion

This site is a work in progress. Migrating all of our documentation into articles is a monumental task! Our first priority has been to provide articles on our newest products (ex.: TWebSchAdmin) in this format.  However, if you cannot find information that you know we used to have in PDF or other format, let us know and we will immediately provide you with that information and make that document our next priority in converting it to our knowledge base format.

We are also working on a Known Issues process that we expect to put in a separate guide in the Technical Guides subcategory.  Once this is in place, we will update this article with the details.  Stay Tuned! 

We appreciate your patience as we proceed with this project that we believe will promote self-help for you, our clients.

 

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