< !!! INTERNAL USE ONLY !!! >
Not for distribution directly to end user
Overview
This workflow outlines the steps User Support should follow when a faculty member cannot access Autodesk products such as AutoCAD due to an Autodesk account, security-group, or product-assignment issue.
User Support can verify the request, check Autodesk FacStaff security-group membership, and add an eligible faculty member through the approved Autodesk Tools application when appropriate.
Autodesk licensing and application-specific product assignment are handled outside User Support. After the User Support steps are completed, unresolved licensing or application-access requests must be escalated to EDC/Tier II.
Scope: This workflow is for faculty Autodesk access. Do not use the Autodesk FacStaff process to grant access to other employee groups. Requests from non-faculty employees, including Facilities, may require separate licensing and associated costs and should be escalated to Tier II for licensing review.
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
- CCBC username
- Banner ID, if available
- Specific Autodesk application requested
- Reason the application is needed (instructional or CCBC work responsibility)
- Course name/number and section or CRN, if course-related and available
- Whether this is a new access request or access previously worked and stopped
- Screenshot of the exact error message or the exact error/behavior reported, if applicable
Before adding a user to the Autodesk security group, confirm and document:
- Which Autodesk application does the user need?
- Why does the user need access?
- If the request is course-related, what course and section or CRN applies, if available?
- Is this a new access request, or did previously working access stop?
Important: Do not add a user to the Autodesk security group without documenting the requested application and the instructional or CCBC business reason for access.
Step 2: Verify Account Information, Set Ticket Status and Documentation Requirements
Confirm the faculty member’s CCBC account information.
Use Account Assist when available to confirm:
- User's name
- CCBC email address
- CCBC username
Do not manually add, remove, or modify Autodesk-related AD or Entra group membership as part of this workflow. Use the approved Autodesk Tools application for Autodesk security-group actions.
Ticket Status and Documentation Requirements
- Use In Progress while actively collecting information, verifying the faculty member’s CCBC account information, checking Autodesk group membership, adding the user through Autodesk Tools, or preparing the escalation.
- Use On Hold when waiting for the user to provide requested information, such as the application needed, course/section information, justification, or an error screenshot.
- Document the Autodesk application requested, reason access is required, membership-check result, any Add User action completed, and all information included in the Tier II escalation.
- Do not close an unresolved Autodesk access issue unless the customer confirms the issue is resolved or the standard follow-up/closure process has been completed.
Step 3: Open Autodesk Tools
Open the approved Autodesk Tools application. The landing page provides the following options:
- Check Facstaff group membership
- Add Autodesk Facstaff User
- Remove Autodesk Facstaff User
Note: This workflow applies to faculty Autodesk access requests.
Step 4: Check Autodesk Security-Group Membership
- From Autodesk Tools, select Go next to Check Facstaff group membership.
- Select Get Users.
- The User List will populate with the full CCBC email addresses of current Autodesk group members.
- Review the list for the user's full CCBC email address.
- Document the membership result in the ticket.
If the user is already listed: Do not add the user again. Document that Autodesk security-group membership is present. If licensing or application access is still required or the issue remains unresolved, escalate to EDC/Tier II with the requested application and justification.
If the user is not listed: Confirm that the requested Autodesk application and justification are documented, then continue to Step 5.
Step 5: Add the User to the Autodesk Security Group
- Return to Autodesk Tools.
- Select Go next to Add Autodesk Facstaff User.
- Enter the user's CCBC username in the Username field.
- Select Add User.
- Document the result in the ticket.
- Escalate the ticket to EDC/Tier II for Autodesk licensing and assignment to the appropriate application-specific licensing group.
Important: The membership-check page displays full CCBC email addresses, but the Add User page requires the CCBC username.
Adding the user to the Autodesk security group does not complete the Autodesk access request. Tier II must complete the licensing and application-specific group assignment.
Step 6: Escalate to EDC / Tier II
Escalate to Enterprise Desktop Configuration (EDC), Tier II Support when:
- User Support added the user to the Autodesk security group.
- The user is already in the Autodesk security group but licensing or application access still needs to be completed or investigated.
- Autodesk Tools returns an error or does not complete the expected action.
- The issue involves Autodesk licensing or application-specific group assignment beyond the approved User Support workflow.
Include the following in the escalation:
- Full name
- CCBC email address and username
- Banner ID, if available
- Specific Autodesk application requested
- Reason access is required
- Course/section or CRN, if applicable
- Whether this is new access or previously working access that stopped
- Autodesk security-group membership result
- Whether User Support added the user through Autodesk Tools
- Screenshot or exact error information, when applicable
Remove User Function
Do not use Remove Autodesk Facstaff User as a routine troubleshooting step. Use the Remove User function only when specifically directed by EDC/Tier II or when a documented and approved removal procedure applies.
Internal Documentation Examples
User not in group / added: Autodesk access request. CCBC account information verified. User requires [application] for [reason]. Autodesk group membership checked; user was not listed. User added through Autodesk Tools. Escalating to EDC/Tier II for licensing and assignment to the appropriate application-specific licensing group.
User already in group: Autodesk access request. CCBC account information verified. User requires [application] for [reason]. Autodesk group membership checked and confirmed. Escalating to EDC/Tier II for licensing/application-access review.
Tool error: Autodesk access request. Required information and justification collected. Autodesk Tools returned an error / did not complete the expected action. Escalating to EDC/Tier II with error details and screenshot, if available.
Customer-Facing Escalation Message
I completed the available Autodesk access checks and am escalating this issue to the appropriate Tier II team for licensing or further review. You will receive an update once their review is complete.
STOP POINT - User Support Boundary
User Support is responsible for:
- Collecting and documenting the required request information.
- Identifying the specific Autodesk application requested and why access is needed.
- Verifying the faculty member’s CCBC account information.
- Checking Autodesk security-group membership using Autodesk Tools.
- Adding the user through Autodesk Tools when the user is not already listed and the access need has been documented.
- Documenting the action taken.
- Escalating to EDC/Tier II for licensing and application-specific group assignment.
User Support should not:
- Assign Autodesk licenses.
- Manually assign Autodesk application-specific licensing groups.
- Manually modify Autodesk-related AD or Entra groups outside the approved Autodesk Tools process.
- Add a user without identifying and documenting the Autodesk application requested and the reason access is needed.
- Use Remove Autodesk Facstaff User as a troubleshooting step unless specifically directed by EDC/Tier II or an approved procedure.
- Guess which Autodesk license or application-specific group a user requires.
KB Specialist Screenshot Notes
- Use the Autodesk Tools landing-page screenshot in Step 3.
- Use the empty Check AutodeskFacstaff Group Membership screenshot in Step 4.
- Use the empty Add User to Autodesk FacStaff Group screenshot in Step 5.
- Do not use the populated membership-list screenshot because it displays CCBC email addresses.
- Do not add a Remove User screenshot unless a separate approved removal procedure is later documented.