Frequently Asked Questions | Webster University

Frequently Asked Questions

What is the Student Success Portal?

The Student Success Portal is the combination of technologies into one streamlined global system. The robust system will allow for communication and resource management across all campuses throughout the Webster world.

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Who has access to the Student Success Portal?

Starfish, which powers the Student Success Portal, is roles and relationships driven. Individuals may have multiple roles. What you see in the system is dependent on the role you have based on your relationship status with the University (ex., Student, Faculty, Staff). If you have questions about your access or role, please contact studentsuccess@webster.edu.

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How do I log into it?

The Student Success Portal is accessible through single sign-on via Connections and WorldClassRoom (within each course).

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What can I do within the portal?

The Student Success Portal has many levels of interaction that will be rolled out over the next few years. At this time, students, faculty, and staff may use the system to review and make advising notes, appointments, and calls to action.

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How is the Student Success Portal different from Connections and WorldClassRoom?

The Student Success Portal is focused on the success of our students by providing a means of communication through an interactive platform. Students, faculty, and staff are able to engage and communicate faster and earlier to maximize interactions and solutions toward success.

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Will Connections and WorldClassRoom go away?

No. Connections and WorldClassRoom will still be tools necessary to all to enhance the classroom and University experience.

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Can appointments be made in the Student Success Portal?

Yes. For members of a student's Student Success Team, the goal is to have available office hours in the portal to allow students to more easily make appointments—whether the appointments are with advisors or faculty members.

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I heard there are Flags, Kudos, and Referrals. What are they?

The Student Success Portal allows for the raising of Flags if there is an academic or behavioral concern, like an early alert. It also allows for Referrals to be made to share information about resources available throughout the Webster system with students. And, finally, a Kudos is a marker of doing something good in the classroom or in the campus community. Who doesn’t like a kudos?!

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I'm ready to get started; what's my next step?

As the system rolls out, there will be many opportunities for interactive training. Check back often as resources will be added to this website. If you would like specialized training, please contact studentsuccess@webster.edu.

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Why do I see activity for many students with whom I have no relationship (not a student in my class, not an advisee)?

Starfish is roles and relationships based. Some users may have one role (Instructor) while others may have multiple roles (Academic Advisor, General Advisor). Your role determines who you have access to in the Student Success Portal. On the Home screen, changes for students you can view will display. Since most users have an “all students” role, the result is the ability to see all recent changes in the system.

To see students to whom you may be assigned (caseloads, which are derived from information in CARS/CX, are available for the roles of Instructor, Academic Advisor, and Financial Aid Counselor), click on Students in your top blue bar. Then, move to the sub-tab for Tracking. You can use the drop-down menu for Connection to select your role, which may further filter your tracking items view.

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Why do I see students who are not my advisees or are no longer my advisees in the Academic Advisor connection?

This list includes all students who are currently listed in CARS/CX with you as the primary advisor. If there are students listed who are not your advisees, you should talk to the team member in your office/school who assigns advisors as that information will have to be updated in CARS/CX. Once it is updated in CARS/CX, it will display correctly in the Student Success Portal the next day.

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Why are there so many students available in the Student Success Portal? The number seems to exceed the number of students attending Webster.

The Student Success Portal is a global system and represents students at all campuses in all programs. Students are accessible in the portal at the time of admission, which allows for documentation of New Student Advising and Orientation prior to initial enrollment. Additionally, as students may have to take a break in enrollment, the system retains student records for a period of four years. Students who have graduated are also still viewable in the Student Success Portal for a period of four years to allow for documentation if they decide to return for a sequential graduate degree.

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I just looked up a student, and he or she is not showing. Why?

It depends. If the student was previously enrolled at Webster but has been out for more than four years, he or she will not be visible in Student Success Portal until after reenrollment with the University. If the student is newly admitted to the University, it may take 24-48 hours after initially being visible in CARS/CX for the student record to pull into the Student Success Portal. If neither of these situations is the case, please email studentsuccess@webster.edu and include the student name and ID number so that we may investigate the issue.

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When I try to access the Student Success Portal, I just get a blank white screen. What’s going on?

It is likely a browser issue. The preferred browser is Chrome, and Firefox is another option. If you are a Safari user, please ensure you are using version 10.1.2 if you want to access the Student Success Portal via Safari.

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Who receives notifications for Flags?

It depends. Please refer to the Flag Flow Charts and Managing Flags documents on the Advisors & Staff or Faculty pages. In general, most Flags will be routed to the Academic Advisor, though many users/roles will have access to view and manage the Flags.

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What is the expected process when I receive a notification that a Flag has been raised?

If you are the Academic Advisor and you will be addressing the Flag, it is recommended that you assign the Flag to yourself. This assignment provides a helpful visual indication to other users that you are handling the situation. If you determine that the Flag would be best handled by another user, you can assign the Flag to that user and include a helpful message with additional insight/information.

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A Flag was assigned to me. What does this assignment mean?

If you receive a notification that a Flag was assigned to you, it likely means that the Academic Advisor or another user reviewed the Flag and determined that you or your job function was best suited to address the situation. You can then review, handle, and clear the Flag, or if appropriate, reassign the Flag.

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A student wants to make an appointment with me, but I’m not the assigned advisor. What are the options?

Students only have the option to make an appointment with people in their Networks if those people have set up their online schedulers. Faculty and Staff users can still make appointments for students not in their networks on behalf of the students. As we continue to build and configure the system, this opportunity will likely expand.

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Who is visible in a student’s Network? Why?

The Academic Advisor (primary advisor as assigned in CARS/CX), term/semester faculty members, and the student’s Financial Aid Counselor are the visible members in a student’s Network. All other roles have an “all students” role, so the system cannot determine who to filter into the student’s Network. Network information is derived based on caseload, which must be in CARS/CX.

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I received the following error: HTTP Status 401 - Authentication Failed. What should I do?

This error is likely due to the system timing out (time-outs occur when the system has been idle for 20 minutes or more). Close the browser window, and log out of Connections if you still have an active Connections window. Close that window as well. Then, open a new window and log back in. Occasionally, you may receive this error despite having been actively working in the system. When that situation occurs, follow the same steps as above. While it may seem inconvenient to be timed out, this function is very important to ensure that all data is protected. If a user walks away from any machine, the timeout secures FERPA-protected information as a benefit, not a burden, of the system.

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My appointments are not showing correctly in my calendar. How can I correct this issue?

Double check your time zones in both your Student Success Portal profile and your Office 365 calendar and ensure they match. If you are in the United States in Central Time, the Student Success Portal should show (GMT-06:00) Central Time, and Office 365 should show (UTC-06:00) Central America (US & Canada).

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