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CVC did analysis on the errors that are being generated in Q4 2024. Below an overview of each error, along with a solution if applicable. The Powerpoint overview is linked here.
Total Errors:
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1819
Total errors: 2445 1819
Statuses: ineligible, registration failed, drop failed, enroll failed
Duplicates removed (students attempting more than once with same error)
70 75 Teaching Colleges
Ineligible Errors:
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683
Could not find Canvas record: 367287
Why: Exchange cannot find Canvas account match for student; this is an expected error
Solution: Student is directed to update email in Canvas to match email in Exchange
Some are expected errors if student does not exist in Canvas
HC Eligibility could identify what students are not active
CVC now has Canvas check before courses start (new development)
No error message: 342113
Why: students marked “high school”, “adult learner”, or “international student”); this is an expected error
Solution: None; student is truly ineligible
Error while pulling student records/could not find records at Home College: 284283
Why: student may have created a new CCCID via OpenID; new student at the HC has not had CCCID migrated from AD to SIS; legacy student with no CCCID
Solution: CVC work with Parchment/Instructure and N2N
Home College CCCID missing: 3
Why: Various
Solution: CVC work with Home College/Tech Center
Registration Failed Errors:
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974
Expected Errors: 850686
Pre-reqs, holds, time conflicts, waitlists etc.; these are expected errors
WaitlistPlease Contact Support: 376217
Why: Course is full and students are directed to add to the waitlist (not allowed through Exchange); this is an expected error Various
Solution:Waitlist release fix (included in new P2 implementations)
Student Record Locked: 41
Why: College is currently in the student account in SIS
Solution: College to exit student account; student reattempt
Course Status Dates Not Within Range for Part of Term: 36
Why: Course dates have not been set correctly by college/CVC
Solution: College/CVC to confirm course start/end dates; student reattempt
Exception! Add Course: 64
Why: Mt Sac had a Banner upgrade affecting CRNs
Solution: CVC worked with Mt Sac to fix; students able to reattempt
CCCID: 30
Why: Student created new CCCID via OpenID; new student at Home College has not had CCCID migrated from AD to SIS; legacy student without a CCCID
Solution: CVC work with Tech Center and Home College
Student contacts support for assistance
Not A CVC Student ID: 2031
Why: Student is not classified with a CVC program
Solution: College to update student program to CVC; student reattempt
Please Contact Support: 19Blanks: 21
Why: Various
Solution: Student contacts support for assistanceassistance
Failed to Register Student: 6
Why: Various
Solution: Student contacts support for assistance
Why: Various
Solution: Student contacts support for assistance
Blanks: 7
Drop Failed, Enroll Failed Errors: 161
CVC monitors all Drop Failed and Enroll Failed statuses throughout the semester, as these statuses should not be terminal
Error Support
Students have access to chat and email with the Parchment support desk
Parchment sends monthly ticket reports to CVC
Escalated student errors are sent to support@cvc.edu
Admin identified errors are sent directly to support@cvc.edu
CVC is migrating migrated from ZenDesk to FreshService on September 923, 2024
New reporting will be available on CVC ticket resolutionCVC escalates issues M-Th with Parchment/N2N during morning meetings
CVC has a weekly Support meeting with Parchment to identify common/current errors
CVC tracks all errors in production with JIRA
CVC tracks all product updates/feature enhancements in Jira to anticipate errors
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