** AutoCAD Access Workflow – User Support **

< !!! INTERNAL USE ONLY !!! >
Not for distribution directly to end user

Overview

This workflow outlines the steps User Support should follow when a user cannot access Autodesk products such as AutoCAD due to an Autodesk account or product-assignment issue.

Autodesk licensing and product assignment are handled outside User Support. User Support’s role is to collect the required information, verify the user’s identity and CCBC email address, notify the appropriate contact, and escalate when needed.  

Audience

ITS Staff - User Support Staff

Procedure

Perform the following steps.

Step 1: Collect Required Information

Collect the following information for Autodesk access issues:

• Full name

• CCBC email address

• Banner ID, if available

• Screenshot of the exact error message

• Course and section, if applicable

Request a screenshot of the exact Autodesk error message before routing whenever possible. If the user cannot provide a screenshot and the request is time-sensitive, document that the screenshot was requested and include all other available details.

Step 2: Verify Identity, Set Ticket Status and Documentation Requirements

• Confirm the user’s identity and confirm that the correct CCBC email address is being used.

• Use Account Assist when available. If Account Assist is not available, use ADUC only to verify the user’s name and CCBC email address.

 Confirm identity verification only:

• User’s name

• CCBC email address

Ticket Status:

• Use In Progress while collecting required information, verifying identity, and notifying the appropriate contact.

• Use On Hold when waiting for the user to provide a screenshot, course/section information, or other requested details.

Documentation Requirements:

• Document whether the current designated Engineering contact responsible for Autodesk account access, was added as a contact and whether the required public comment was posted.

• If escalating to EDC, include the collected details, screenshot when available, course/section if applicable, and a summary of any updates already provided.

Step 3: Add the current Engineering contact responsible for Autodesk account access and Notify

The engineer cannot view private comments or internal notes.

User Support must:

• Add the current designated Engineering contact responsible for Autodesk account access, as a contact on the ticket. At the present time, Seun Joshua is the Engineering contact.

• Post a public comment that includes:

  •   CCBC email address

  •   Screenshot of the error

  •   Course and section, if applicable

  •   One-sentence description of the issue

Suggested public comment:

Hi Seun,

This student is unable to access Autodesk. Error screenshot attached. Could you please review the Autodesk account/product assignment for the CCBC email listed below?

CCBC email:
Course/section:
Issue summary:

Thank you.

Complete the CCBC email, course/section, and issue summary fields before posting the comment.

• Do not ask the designated Engineering contact responsible for Autodesk account access for troubleshooting instructions.

• Do not place information the engineer needs to review in private comments or internal notes.

Step 4: Autodesk Sign-In, If Requested

• Only direct the user to sign in at Autodesk if the Engineering contact, or EDC indicates the Autodesk account setup is incomplete or requires user activation.

• Autodesk sign-in:

https://accounts.autodesk.com/

Step 5: Follow-Up and Escalation

• If there is no update within approximately 2 business hours, escalate the ticket to EDC.

• If the user requires same-day access and the issue is not resolved after the initial User Support steps, escalate sooner.

• EDC - Enterprise Desktop Configuration, Tier II Support Team.

Internal Documentation Examples

Use one of the following internal summary statements as appropriate:

• Autodesk access request. Added the current designated Engineering contact as contact and posted public comment with required details.

• Autodesk account activation indicated. Directed user to Autodesk sign-in per guidance.

• No update within required window. Escalated to EDC with collected details.

STOP POINT - User Support Boundary

If the issue involves Autodesk access or product assignment, User Support should collect the required information, verify identity, add the current designated Engineering contact responsible for Autodesk account access, send a public comment, monitor the ticket, document updates, and escalate if needed.

• User Support should not:

• Troubleshoot AD or Entra for Autodesk access.

• Rely on AD group membership to determine Autodesk access.

• Interpret Autodesk licensing behavior.

• Ask the Engineering contact what actions User Support should take.

• Place information the Engineering contact needs to review in private comments or internal notes.