Urgent Items

Who?

College and university faculty get very-important-person treatment; we try to respond within 30 minutes with some useful resolution or movement of the problem forward (sometimes, it's just validation that yes, there is a problem, we're working on it, and will keep communication lines open). There are three groups of university (or on par with) groups:

1) UT professors–be them quest users or potentials

2) external college/universities

(after the 12th class day Leta can get a list of these folks for you if wanting to get familiar with names)

3) OnRamps (a hybrid high school/college credit program)/Jason Dowd (jd38484) and or Hector Tejeda

What?
Concerns voiced that are timely (ie my students–all or one--can't access can’t access an assignments, trying to publish for an exam starting in an hour, etc) or that which could negatively snowball and affect a lot of people quickly (and thus, would behoove us to resolve before it goes bad for many) are the main things that should be escalated to Shane and Ian via slack.

Alternatively, if there's a notable volume of the same concern voiced in a small timeframe (> 4 students in less than an hour noting the same irritant) that's also important, although it may not be urgent.

When?

Timeliness makes for urgency; so if somethings happening soon from a key player, it may warrant escalating quickly.  If the issue can wait a few hours, let it wait, someone else will have eyes on it and take care of it. (examples of things not urgent: students inability to access custom reviews hours before an exam)

Is this urgent? (game)

1. Ten high school students indicate they can't see their current class.
   
2. An UT prof has a published assignment that is not showing up for all students
3. A high school, university teacher or student has a billing question
4. An external college prof can't find some functionality

answers:

1. it does not warrant letting other folks know, but does indicate it needs to be fixed immediately by making sure that the semester is the current one (there are larger stop dates that step on class access dates that does sometimes do this). Reach out to the teacher, let them know students can't see, and either ask them to push back their 'student access end' date (on course edit settings page) or to move the whole class to the current semester because access for the semester it's listed in has ended.
2. Yes, this is urgent–get other eyes on this asap please. Could be a generate missing cuas problem or something more nefarious.
3. Not urgent–Jess will pick this up next time she's on.
4. Not urgent, but please to reply within 30 minutes and connect them with the functionality by searching/scouting the public facing wiki and/or getquest. If you can't find it, please do feel free to reach out to teammates for guidance.

Common Decoys (that are not actually urgent–ie no escalation needed--but can be taken care of quickly)

course user assignment (cua) missing

class semester/class access

assignment start/due date, check if published

copy course not available (try this other way)

some expected behavior is missing - may be due to which code environment they're on, and/or may be functionality that has been lost in the transition (in which case, it's wise to make a trac ticket on this, ie 'trac it'.)