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