This document discusses the four Product Component fields that can be set within a case in the Admin Console. These fields allow Field Admins and Product Support personnel to describe which engineering projects relate to support tickets.
Four Product Component fields can be set within a case in the Admin Console: Product Component Section, Product Component Affected, and Product Component Action. These fields allow Field Admins and Product support personnel to describe which engineering projects relate to support tickets. Each field adds an important layer to this description:
- Product Component Section: The broad engineering project category for Instructure products.
- Product Component Affected: The component or feature that relates to the case (e.g., People/Users, Files, or API). Options for Product Component Affected vary based on the selection for Product Component Section.
- Product Component Action: The action relating to Product Component Affected that led to the case creation (e.g., creating an announcement, deleting a quiz, or editing an assignment). Similar actions are grouped together to reduce the amount of options available (e.g., Access and View are listed as Access/View).
The following tables and lists include all options for Product Component Section, Product Component Affected, and Product Component Action.
Product Component Section
Admin/Account | Canvas Apps OR Apps | Canvas for Elementary |
|---|
Canvas Student ePortfolios | Catalog | Commons |
Course | Custom Dev | Mobile |
Not a Canvas Issue | Partnerships | Portfolios |
SIS | Studio | Users |
Virtual Assistant | | |
Product Component Affected
Admin/Account
Admin - LTI | Admin Tools | Analytics/Statistics |
API | Authentication | Canvas Data |
Canvas Update | Courses | Faculty Journal |
Global Announcements | Global Navigation | Grading |
Intelligent Insights | Other | Outcomes |
Performance | Permissions | Question Banks |
Rubrics | Settings | SIS Imports |
Sub-Accounts | Terms | Theme Editor |
Training Services Portal | Users | |
Canvas Apps OR Apps
Canvas for Elementary
Announcements | CFE-Assignments | CFE-Gradebook |
CFE-Rubric | CFE-Settings | External Tool |
Homeroom | Subjects | Test Student |
Canvas Student ePortfolios
Assessment | Canvas Student ePortfolios - Other | Canvas Student Pathways |
ePortfolios | LTI Integration | Project |
Student Growth | Talent Match | |
Catalog
Access | Analytics Dashboard | API |
Course Certificates | Listings | Payment Gateway |
Promotion | Revenue Reports | |
Commons
Admin - Commons | Search/Filter | Upload |
User Content | | |
Course
Analytics | Announcements | Assignments |
Basic Navigation | Blueprint | Calendar |
Canvas Chat Tool | Classic Quizzes | Collaborations |
Conferences | Course Pacing | Course Settings |
Discussions | Doc Viewer | Files |
Gradebook | Groups | Import/Migrate |
Mastery Paths | Modules | New Quizzes |
New RCE | Other | Pages |
Peer Reviews | People | Roll Call |
Scheduler | SCORM | Self-enrollment Course |
SpeedGrader | Syllabus | |
Custom Dev
Big SIS | Canvas Data 1 | Canvas Data 2 |
Custom Dev - LTI | Feature Request | Information Request |
Jenzebar | JS Overrides | Other |
Pace Plans | Reports | Training Portal |
Mobile
Canvas Polls App | Parent (Android) | Parent (iOS) |
Student (Android) | Student (iOS) | Teacher (Android) |
Teacher (iOS) | | |
Not a Canvas Issue
Bridge | Browser/System | Call Problem |
Community | FFT | LTI |
Other | Other Instructure Product | Sales |
Salesforce | School Specific | Status Page |
Partnerships
Common Cartridge | Community-Partnerships | Contract |
Core Canvas | Developer Keys | EDUApp Center |
GraphQL | LTI 1.1 | LTI 1.3 |
LTI Advantage | Mobile | Oauth2 |
OneRoster | Plagiarism Framework | REST API |
Portfolios
Individual/Showcase | Institution/Evaluation Portfolio |
SIS
Canvas-Managed | Not Canvas-Managed |
Studio
Admin | Browser/Connectivity | Course |
Course Studio | Other | User |
Users
Bio | Calendar | Conversations |
Dashboard | ePortfolio | Files |
Login | Notifications | Other |
Shared Content | To-Do List | User Settings |
Virtual Assistant
Product Component Action
Admin/Account
Admin - LTI | Admin Tools - Bounced Emails
- Logging
- Other
- Restore Courses
- View Notifications
| Analytics/Statistics |
API - Bug Report
- How do I/General question
- Other
- TLS
- Troubleshooting (we solve customer's problem)
| Authentication | Canvas Data - API
- CLI
- Custom Solution
- Data Loader
- Missing Data
- Other
- Redshift
|
Canvas Update | Courses - Conclude
- Course Templates
- Create
- Cross-List
- De-Cross-List
- Delete
- Item Banks
- Other
- Page Views
- Restore
| Faculty Journal |
Global Announcements | Global Navigation | Grading - Add
- Delete
- Edit
- Grading Period
- Grading Scheme
- Other
|
Intelligent Insights - Ask your data (Impact)
- Course Readiness
- LTI Usage (Impact)
- Other
- Students in Need
| Other - CSM
- Feature Request
- Non-Impact
- Other
- Spam
| Outcomes - Access/View
- Add
- Delete
- Edit
- Learning Mastery Gradebook
- Other
- Submit
|
Performance | Permissions - Account Roles
- Course Roles
- Other
| Question Banks |
Rubrics - Access/View
- Add
- Delete
- Edit
- Import
- Other
| Settings - Beta/Test Password Reset
- Custom CSS
- Edit
- Feature Options
- Help Menu
- LTI Integrations
- Other
- Reports
- Whitelist
| SIS Imports |
Sub-Accounts | Terms | Theme Editor |
Training Services Portal | Users - Create
- Delete
- Edit
- Generate Pairing Code
- Merge
- Other
- Reports
| |
Canvas Apps or Apps
Discover | Manage | Monitor - Analytics
- Filter
- Impact Paywall
|
Canvas for Elementary
Announcements - Add
- Configuration
- Create
- Delete
- Edit
- Other
- Restore
- View
| CFE-Assignments - Annotation Assignment
- Create
- Dates
- Delete
- Edit
- Missing
- Other
- Publish/Unpublish
- Scoring Details
- Submission Time/attempts
| CFE-Gradebook - Annotations
- Assignment Details
- Grade
- Grading Period
- Group Total
- New Attempt
- Submission Details
- Submission Status
|
CFE-Rubric - Add
- Criteria
- Edit/Configure
- Evaluation
- Other
- Points
- Ratings
| CFE-Settings - Apps
- Configure
- Contacts
- Course Details
- Enable as Homeroom
- Feature Options
- Homeroom Sync
- Navigation Hide/Enable Link
- Navigation Order
- Other
- Sections
| External Tool - Add
- Authentication
- Broken Link
- Edit
- Other
|
Homeroom - Change
- Dashboard View
- Designate
- Edit
- Grades
- Important Dates
- Other
- Resources
- Schedule
- Student Applications
- To-do List
| Subjects - Add
- Create Subject
- Edit/Configure Content
- Grades
- Grading Scheme
- Missing
- Modules
- Other
- Publish/Unpublish
- Resources
- Schedule
- Set Homepage
| Test Student - Access
- How to Use
- Leave Student View
- Other
- Reset
|
Canvas Student ePortfolios
Assessment - Assessment Library
- Assessment Reporting
- Course Assessment
- Course Assessment LMS Link
- Edit Assessment
- Other
- Testing experience error
| Canvas Student ePortfolios - Other - Browser
- Disconnect
- Imports
- K12
- Not Receiving
- Other
- Spam
| Canvas Student Pathways - Linking Pathways
- Other
- Pathway Creation
- Pathway Reporting
- Pathway Requirements
|
ePortfolios - Activation
- Add
- Delete
- Discovery
- Edit
- Email
- Jobs
| LTI Integration - Blackboard
- Canvas
- CSM
- Moodle
- Other
| Project - Attachments
- Draft
- Edit
- Other
- Privacy
|
Student Growth - Activation
- Collections & Models
- District Admin Access/Reporting
- Email Change
- Other
- Peer Review
- State Admin Access/Reporting
- Teacher Scoring
| Talent Match - Access
- Other
- Posting Job
- Searching
| |
Catalog
Access | Analytics Dashboard | API - Bug report
- How do I/General question
- Other
- TLS
- Troubleshooting (we solve customer's problem)
|
Course Certificates - Add
- Delete
- Edit
- Other
- Page Views
- View
| Listings - Add
- Delete
- Edit
- Other
- Visibility
- Wait List
| Payment Gateway |
Promotion | Revenue Reports | |
Commons
Admin - Commons - Consortiums
- Groups
- Managed Resources
- Other
- Settings
| Search/Filter | Upload |
User Content - Canvas Tour
- Delete
- Download
- Edit
- Favorite
- Other
| | |
Course
Custom Dev
Big SIS | Canvas Data 1 | Canvas Data 2 |
Custom Dev - LTI | Feature Request - Account
- Other
- Parent/Student
| Information Request |
Jenzebar | JS Overrides | Other - CSM
- Feature Request
- Non-Impact
- Other
- Spam
|
Pace Plans | Reports | Training Portal |
Mobile
Canvas Polls App - Error
- How to Respond
- Install
- Other
- Review Results
- Setup Poll
- Uninstall
| Parent (Android) - App Outdated
- Find Course
- Find School
- Join/Pairing
- Login
- Other
| Parent (iOS) - App Outdated
- Find Course
- Find School
- Join/Pairing
- Login
- Other
|
Student (Android) - App Outdated
- Find Course
- Find School
- Login
- Other
- Submit
| Student (iOS) - App Outdated
- Find Course
- Find School
- Login
- Other
- Submit
| Teacher (Android) - App Outdated
- Find Course
- Find School
- Grading
- Login
- Other
|
Teacher (iOS) - App Outdated
- Find Course
- Find School
- Grading
- Login
- Other
| | |
Not a Canvas Issue
Bridge | Browser/System - Chrome
- Edge
- Firefox
- IE 11
- Internet/Network Issues
- Opera
- Other
- Print
- Safari
- System Requirements
| Call Problem - Callback
- Dead line
- Fax Machine
- Hang Up
- Other
- Spam
- Wrong Number
|
Community | FFT | LTI - Adobe Connect
- Big Blue Button
- Bluejeans
- Bulb
- Cengage
- Collaborate Ultra
- ConferZoom
- Dropbox
- Echo 360
- EdPuzzle
- eLumen
- Flipgrid
- Google
- Google Meet
- HonorLock
- Insight
- Kaltura
- Khanmigo
- Lucid
- McGraw Hill
- MS Streams
- Nearpod
- O365
- Other
- Panopto
- Pearson
- Proctorio
- ProctorU
- Respondus
- Teas
- TII
- Unicheck
- Waypoint
- Webassign
- Webex
- Youtube
- Zoom
|
Other - CSM
- Feature Request
- Non-Impact
- Other
- Spam
| Other Instructure Product - Canvas Credentials
- Elevate
- Impact
- Learning Services
- Mastery Connect
| Sales |
Salesforce - Admin Console
- Case Routing
- Chat Disconnect
- Duplicate Case
- Field Admin
- Knowledge Base
- Legal Takedown Request
- No Contact Information
- OOO Reply
- Other
- Spam
| School Specific - Completion Certificate
- Course Evaluation
- Drop Class
- Email
- Enrollments
- Instructor Question/Communication
- IT Issues
- K12 Student
- Login/Password
- Other
- Registration
- School Portal
- Terms
- Transcripts
- Tuition/Financial Aid
| Status Page |
Partnerships
Common Cartridge - Client/Production Troubleshooting
- New Development Advise
- New Development Troubleshooting
- Other
| Community-Partnerships - Account Access
- Other
- Partner Listing
| Contract - Other
- Paid Feature Enablement
- Sandbox/Renewal Request
|
Core Canvas - Client/Production Troubleshooting
- Enable Feature
- New Development Advise
- New Development Troubleshooting
- Other
| Developer Keys - Client/Production Troubleshooting
- Manage Inherited Keys
- New Development Advise
- New Development Troubleshooting
- Other
| EDUApp Center - Account Verification
- Approval Request
- Other
|
GraphQL - Client/Production Troubleshooting
- New Development Advise
- New Development Troubleshooting
- Other
| LTI 1.1 - Client/Production Troubleshooting
- New Development Advise
- New Development Troubleshooting
- Other
| LTI 1.3 - Client/Production Troubleshooting
- New Development Advise
- New Development Troubleshooting
- Other
|
LTI Advantage - Client/Production Troubleshooting
- New Development Advise
- New Development Troubleshooting
- Other
| Mobile - Client/Production Troubleshooting
- New Development Advise
- New Development Troubleshooting
- Other
| Oauth2 - Client/Production Troubleshooting
- New Development Advise
- New Development Troubleshooting
- Other
|
OneRoster - Client/Production Troubleshooting
- New Development Advise
- New Development Troubleshooting
- Other
| Plagiarism Framework - Client/Production Troubleshooting
- New Development Advise
- New Development Troubleshooting
- Other
- Requesting a TCP/Developer Key
| REST API - Client/Production Troubleshooting
- New Development Advise
- New Development Troubleshooting
- Other
|
Portfolios
Individual/Showcase | Institution/Evaluation Portfolio - Add
- Courses not loading
- Create
- Delete
- Edit
- Export
- Share
|
SIS
Canvas-Managed - Access/View
- Enrollments
- Grade Passback
- Other
- Rollover
- Sync
- Users
| Not Canvas-Managed - Access/View
- Enrollments
- Imports
- Other
- Sync
- Users
|
Studio
Admin - Add
- Configure
- Delete
- Edit
- Other
| Browser/Connectivity - Chrome
- Edge
- Firefox
- IE 11
- Internet/Network Issues
- Opera
- Other
- Print
- Safari
- System Requirements
| Course - Assignment
- Captions
- Gallery
- Insights
- Other
- Record
- Submission
- View
|
Course Studio | Other - CSM
- Feature Request
- Non-Impact
- Other
- Spam
| User - Add
- Captions
- Insights
- Other
- Record
- Share
- View
|
Users
Bio | Calendar - Add
- Configuration
- Delete
- Edit
- Other
- View
| Conversations |
Dashboard - Dashboard View
- Future Courses
- Missing Courses
- Navigation
- Other
| ePortfolio - Add
- Delete
- Discovery
- Edit
- Jobs
- Other
- Portfolio
- Settings
- Upload
| Files - Access Denied
- Add
- Delete
- Edit
- Manage
- Other
- Publish
- Restore
- Upload
|
Login - How To
- MFA
- Other
- Password Reset
- URL/Address
| Notifications - Enrollments
- Not Receiving
- Other
- Setup
- SMS/Push
| Other - CSM
- Feature Request
- Non-Impact
- Other
- Spam
|
Shared Content - Course List
- How to Share
- Other
| To-Do List - Late Assignments
- Other
- Upcoming Assignments
- View
| User Settings - Account Verification
- Contact Methods
- Edit
- Email
- Feature Options
- LTI Integrations
- Other
|
Virtual Assistant
Other - CSM
- Feature Request
- Non-Impact
- Other
- Spam
| Process - Escalation
- Hang/load time
- KB not working
- Query not recognized
- Response Not applicable
|
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