Info needed to send issues to Shane/Ian

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
• 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