Note that there are frequently several ways reach a specific action.
Common Problems that can be resolved directly in OS Ticket
- Add a Collaborator in OS Ticket
- OS Ticket response to "how to signup for Quest..."
- Client Wiki Page for students and instructors
- Payments
- University student "Paid with a PO"
- High school payment info
- All other payment issues - assign ticket to Jess Saville
Skills Needed to Solve Quest Problems
- Masq as an Instructor or Student
- Identify the course ID of a class
- Identify a learning module of an assignment
- Identify the course unique
- How to identify a UT EID from an email address
- Instances = Student Assignment
- Changing between Quest versions
- How to use CUA to detangle a problem (software under development in newest Quest release)
- Troubleshooting a problem with Quest logs
- Student lost password / can't login
- Error message logging into Quest (EID / UIN issue)
- Student sees a spinning wheel - Clear browser cache
- Add a student to class (roster synch/students in uniques)
- Change student name or email
- Student Wiki Pages
Many heroic steps we take, instructors can actually do for themselves. Sometimes they don't know the functionality exists (in which case, make use of the teachable moment in order for them to be empowered for next time and point them towards the appropriate public facing help page, and/or walk through the situation for their specific problem describing what to look for at each step) or they may be well aware they can but just require VIP treatment (offered only to college professors where it's worth our time).
- How to add a high school instructor - newest release
- Authorize a TA/contributing editor
- Function is missing - moving an instructor from one quest code base to another
- Moving an Instructor to an Old Release
- Instructor Wiki Pages
Instructors - Copying/Creating a Course
Instructor - Homework and Exam Questions
- Build a solution pdfs nudge
- Searching for questions in the Quest question bank
- Editor QA
- Instructor Wiki Pages
- General information
- Questions
- Problems with homework/exam questions
- Homework or exam question is wrong
- Tolerance % change
- Adjust question tolerance (must be done individually for each question)
- Editor documentation
- Student/class can not see an assignment
- Rebuild student assignment - student can not see an assignment
- Missing course user assignments (CUAs)
- Restoring an accidentally deleted assignment
- Invalidate one/class student assignment to none
- Instructor Wiki Page
Instructor - Managing Students
- How to add time (1.5x, 2x) for student ADA/SSD accommodation
- Extending student quest access beyond enrolled semester
- Instructor Wiki Pages
- Adding the groups function to a class
- How to access an exam dashboard
- Pre generate an exam
- Reset time for student (as an OnRamps instructor)
- Instructor Wiki Pages
- Manually enter student assignment/test scores
- Manually upload grades
- Grading problems
- Grade discrepancy between student and instructor views
- Wonky weights and grouping different from their grading schematic
- Instructor Wiki Pages
- Quest uptime status
- What exams are scheduled in Quest
- Info needed to send issues to Shane/Ian
- Institution Administration
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