LDN - Luminis Developer Network

We're looking to hear how other schools have handled End-User Support & Troubleshooting for Luminis.

Our Luminis environment features integration with both Self-Service Banner (SSB) and Internet Native Banner (INB); so security is a high priority. We currently allow our Help Desk to have Help Desk Admin permissions in Luminis; but we do not allow them any Maintenance permissions in Banner.

Given this arrangement, our Help Desk is struggling to help troubleshoot some end user issues because they can never see what the end user (often in a different role and with different permissions) sees. This leads to a high number of help tickets being escalated to the Luminis team/Luminis Administrators.

Since this situation would appear to be common to most schools using a portal, we're looking to get a better feel for how different schools facilitate support. Particularly, with SSB, has anyone come up with a way to maintain security and privacy while improving the ease and efficiency of troubleshooting? We keep getting the question: Can't you provide us with a way to see what they see? With Role Permissions at multiple levels, we really don't see many options.

Thanks~!