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LAST UPDATED: OCTOBER 4, 2013
Number of Known Issue(s): 4
| DATE |
KNOWN ISSUES |
STATUS |
REFERENCE |
TIMELINE |
| Oct 03, 2013 |
Of 150 tickets opened (including the NCEES/Schoolnet tickets), 24 resolved, 11 in progress (currently being worked on), 11 pending (awaiting customer followup), 21 escalated to vendor. Remaining open tickets: 1,009. Top issues: PMR (28); NCEES/Schoolnet (17); enrollment (7); transcripts - mostly printing and saving them (5); historical grades (5); course codes (5); attendance/scheduling (4). |
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| Oct 02, 2013 |
Support Center opened 196 tickets: 51 logged by phone of which 21 were resolved; 145 logged by email of which 54 were resolved, 23 in progress (currently being worked on), 11 pending (awaiting customer follow-up), 11 escalated to vendor. Top ticket issues: NCEES/Schoolnet (22); attendance/scheduling (21); grades/gradebook (13); report cards (11); enrollment (9); PMR (8); transcripts, mostly printing and saving (5); historical grades (5); course codes (5). |
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| Oct 01, 2013 |
Support Center opened 109 tickets today. Top ticket issues:courses and scheduling (20); admission/withdrawals (6); login issues including some NCEES related and some individual user issues (5); transcripts (4); performance issues (3). |
Update: LEA Implementation Project Managers (IPMs) are the designees to submit tickets directly to Pearson Hosting on server performance issues, therefore tickets should not be submitted to Support Center. |
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| Sep 30, 2013 |
Support Center opened 96 tickets today; 28 reports were by phone. 1 access issue reported separately under NCEES. Top ticket issues: attendance and scheduleing (14); transcripts (7); historical grades (4); unable to run PMRs (6). |
Of the 96 tickets: 31 resolved; 17 still being worked; 28 escalated to the vendor. Note re PMRs: Due to known issues, schools and districts should, for now, discontinue running State Compliance Reports. PMRs, for instance, may run at the LEA level but we know they will not run at the school level. |
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