Tips, Tricks, and Troubleshooting

Frequently Asked Questions

How long does it take a new/readmit student to be added to Student Hub after they activate a NetID?

Typically overnight, but sometimes up to 48 hours.

Why do I have to scroll through so many topics to schedule an appointment with a student if my office isn't using all of them?

In order to have universal scheduling (for you to be able to schedule for people in other offices) we have to have all the topics viewable. We know this is a pain point and we are considering creative solutions in addition to raising it with Salesforce. Students do not have this same issue when they schedule themselves.

How does a student put their preferred name in the system?

Student Hub is designed to pull student preferred name information from Banner. Students should submit their preferred/affirmed name information through LoboWeb (just as they did for LoboAchieve and other UNM systems). Students who enter a preferred name in their NSO sign-up will still need to formally submit through LoboWeb for the name to carry through their time at UNM. Preferred names are typically reflected in Student Hub the day after they are submitted (after overnight data refresh).

General Tips

  • Did you hit refresh?
  • Make sure you update your list view from Recently Viewed to the more specific view you need. We recommend you pin the list so Recently Viewed is not the pinned list.
  • To close all open tabs in Student Hub, use SHIFT+W.
  • To many pages as separate tabs (Lobby Management, Availabilities, etc.), hold down CTRL when selecting the menu and it will open as a new tab within Student Hub. You can also pin the menus that you use frequently (such as Lobby Management) so they automatically pop up.

Availability Building

  • Be sure to leave a descriptive label when you build availability. It not only helps you keep track of which is which, it also helps our team troubleshoot if you are having issues.
    • For drop-in hours, the label needs to be very specific for the system to recognize it to show to students in the drop-in search. In addition to whatever you want to add, it must include "drop-in" or "drop in" and "virtual" or "in person" or "in-person." "Hybrid" is not recognized, so hybrid drop-ins should be labeled as in-person and virtual.
  • For drop-ins, be sure to only pick the drop-in topics.
  • Only select topics that have been approved for your office. Do not choose select all topics - it creates many opportunities for glitches in your availability.
  • If you notice something is missing or incorrect on an availability (date range, topic, time, channel, etc) or you want to extend a recurrence of an existing availability, do not edit the availability record. Instead, clone the original availability, make all necessary adjustments to the availability and configuration, save it, and then delete the old/incorrect availability record. Make a note of the record number (SFT-#### - basically the CRN of the availability) to help you determine which is old and which is new. Note, this will not cancel/delete any appointments already booked under the old availability and Outlook or other events blocking availability will continue to do so.

Calendar Functionality and Views

  • The Calendar a shadow of your availability, not the real thing: The only adjustment you can make on the Calendar page is adding events to block availability. All other adjustments must be done from the Availability or Appointments pages. Adjustments made to the shadow availabilities or appointments from the Calendar view do not transfer over to the official record. These records show incomplete/reduced information, so if you are concerned about an availability or appointment, be sure to check the official record, not the Calendar shadow.
  • Blocking Availability:
    • To block an appointment availability (full or partial), you can 1) create an event in your calendar that covers the time you are trying to block, or 2) sync your Outlook calendar (see known issues above for known issue with two very specific types of Outlook event that are not blocking).
    • Putting an event over any part of a drop-in availability will remove the full availability from view, even if the event is only covering a portion of the availability. If you are needing to adjust just a portion of a drop-in availability block, you will need to adjust the actual availability record to create a new availability for your new drop-in time.
    • Because Absences cannot be viewed on the calendar view, please do not use absences to block over availabilities. Use Outlook events or Student Hub events, which can be viewed in the Calendar.
  • Viewing Your Team's Calendar: You can add calendars for other people on your team to your calendar view. On the right-hand panel, click the gear next to "Other Calendars." Enter the name of the person on your team whose calendar you want to add (be sure the name you select also has their job title associated with it to assure you are adding the employee profile). You can show/hide the calendar by clicking the box next to the person's name, and use the arrow by their name to customize their assigned color or remove the calendar view.
  • Viewing Your Team's Availability: From the Availabilities menu (not Calendar), select the availabilities list of your office and then use the list view icon toward the upper-right to select "Schedule View". In addition to being able to view your team's availabilities, you can also clone or add new availabilities to your schedule from this view. To clone, hover over the availability you want to clone, and then use the arrow to select Clone. To add new availabilities, click on the date in the calendar for your availability where you'd like to add availability and it will already default start and end date to date you choose, auto-fill host (double-check you selected your calendar) and office. All you need to do then is adjust the time, title, and recurrence pattern (don't forget to configure too!).

Scheduling Prospective Students

  • Advisement users who have scheduler capability can now schedule appointments on behalf of prospective students who have created a prospective student account.
  • From the student's account page (double check date of birth and that the attribute area at the very bottom of the left-hand panel says "prospect"), navigate to the schedule tab and use the "Schedule Prospect" sub-tab. You will have access to the flow the way that prospective students see it.