Send issues There are times when a ticket can not be solved by the helpdesk and needs to routed to Shane/Ian
...
. Some examples are:
- Custom review stalled/needing deleting
- Staggered start activate
- Solutions not displaying Info to collect for Shane/Ian
- Solutions not displaying
- Problems with test dashboard not working
- Quest software malfunctioning
- Quest software user interface inconsistencies
- Suggested Quest upgrades
- etc.
First thing is to try to recreate the problem if it is a problem being described. To do this you will need to:
- upgrade the instructor or student to pool2 if needed
- go to Quest system admin https://quest.cns.utexas.edu/systemadmin/main?tab_0=users-a
- go to tab user, enter UT EID and hit Find
- scroll down to Beta Routing
- if the user is at beta 2 then leave the account alone
- if not, select beta 2 and hit Update. An update mesg box should appear.
- masquerade as the instructor or as the student
- go to the course (copy the web address for later)
- go to the assignment (copy the web address for later)
- go to the question if applicable (copy the web address for later)
- if you can duplicate the issue then collect info for Shane/Ian and send a slack mesg
- Also inform the student/instructor that this information is being passed to the Quest system administration team
- if you can not duplicate the issue, then email the student
- you could not duplicate their problem AND
- ask the student to try clearing their web browser cache (standard mesg)
Below is the info to collect for Shane/Ian
- OSTicket #
- instructor UT EID and possibly student UT EID
- web address of course ID
- web address of assignment/homework/exam/test
- web address of question if necessary
- description of the problem
- could you recreate the problem
- level of urgency
Please place all the info above in the Internal Notes Section of the OSTicket