Error Analysis: 4/1/24-6/30/24
CVC did analysis on the top 5 errors that are being generated in Q4 2024. Below an overview of each error, along with an action place a solution if applicable. The Powerpoint overview is linked here.
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Total Errors: 2445
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Total errors
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Prerequisites - 609 errors
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Waitlist/Add Period - 563 errors
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CCCID - 349 errors
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Cancelled - 256 errors
Canvas Errors
After talking internally, these errors are expected and the system should be blocking students if their Canvas account is not linked.
No Jira is written to address any issues based on the bullet above.
Prerequisite Errors
No Jira is needed for any technical enhancement here. These errors are expected.
The majority of these errors will reduce and eventually go away with future P2 implementations.
The reason we are seeing so many now is because we have been working to get this workflow process in place with all P2 colleges that were launched prior to this workflow.
At this time, we only have 2 more P2 colleges to enable and Donna is actively working with the colleges to get that nailed down and in place.
Seat Count Related Errors
BLN-725: N2N To Filter Out Sections From Displaying In The UI That Have Either A Waitlist Done will solve this issue; however, N2N has 75% of the colleges latest updates done. If we decide to go back into the code to filter out waitlist, then N2N has to redeploy to each college, which not sure if the ROI is worth it.
Right now, the student gets the errors on the UI that blocks them from cross enrolling and it advises them that they can’t cross enroll because there is a waitlist.
The better user experience is to filter out these courses based on the seat count and when it reaches the correct number, dont show the course in the UI. This will prevent the error because a student will never see the course in the UI.
Meeting to discuss approach is being held on July 11 CRM. Decision will be made then.
CRM Meeting Notes/Next Steps: Seat Count Errors
The following JIRAs in this section have been written to address Seat Count Issues:
Also, danielle found a Colleague SEC.AVAIL.STATUS extension, Banner already has a calculated one, Peoplesoft already has the -1 calculation.
Brian pushed the solution to prod for Merced. Need to create new tickets for all other colleague colleges and prioritize. Need tickets for colleague phase 2 college so they get upgraded.
No action for PS colleges ticket wise
For Banner P2 colleges - need tickets to prioritize - 1 ticket for this with prioritized subtasks. BLN - put in this sprint - only some will get started and this jira will roll each Quarter.
Danielle was able to fix the waitlist issue in QA for Merced. We need that migrated to prod, so we need to discuss release management and where this falls in our priority list
Amanda to link the documentation - this JIRA has to be prioritized ASAP -must be done prior to the email going out (Danielle to draft comm)
RM-16: Extend The Colleague SEC.AVAIL.STATUS Extension for Waitlist In Progress
CCCID Errors
We need N2N to provide more clarity around when/how these errors occur so we can pinpoint on how to prevent them, if possible.
This has been added to the 7/11 CRM to discuss.
CRM Meeting Notes From July 18th: CCCID Errors
Meeting Notes:
This was on the error report Donna and Mike brought up in Sacramento. Can N2N provide more clarity on when/how this error occurs?
Generic response from API, how best to flag and resolve.”Invalid CCCID” error could be caused by any number of reasons, so the generic response does not indicate what the cause of the error may be.
Danielle advised that it’s typically generated when the 504 errors are not passed through…if the CCCID cant be resolved for any reason and we are not looking for specific error codes, and the CCCID cant be resolved we cant move on to the next step. There is no way to resolve it…it’s one of those that requires research because the system cant resolve the failure. So it could be user wasnt found, timeout happened, etc. Its a terminal failure. A lookup would have to be done to troubleshoot all of these. There is no resolution to the problem other than change messaging to be more user friendly.
Can change messaging but underlying root cause cannot be automatically determined. Logs would potentially yield more information as to the nature of the issue based on HTTP status code from destination system, example 403, access denied, etc)
Can also work on a job aid to assist with troubleshooting error message.
Should we go ahead and write a new JIRA for the message to be changed? If so, what should the message be: “The system is unreachable right now, try again at a later time.”
Did we also want to go ahead and train the support team on how to read these errors.
Should we write a JIRA to make the message clearer? Mike said yes, when invalid CCCID error message comes in, the UI needs to display the following error message to the student: ““The system is unreachable right now, try again at a later time.”
When these errors come in, the support team doesnt know what it means. Donna said there was some training we could do with the CVC support team. If this message comes through, then there is something temporarily wrong and it should be temporary. Amanda to work with Donna to see if she needs to schedule time to train them.
BLQ-1091: Show Message in UI for Users When We Get CCCID Invalid Errors | contactInfo API OnlyIn Progress written and prioritized.
Cancelled Sections
These errors will be resolved and should no longer occur when BLQ-855: When Section Is No Longer Offered Online, The Section Record Should Be Removed From The UIDone passes.
Also, when we import course inventory closer to the start of the term, these will reduce/not display.
Other Miscellaneous Errors
Academic Program errors due to wrong term code for Spring Intersession (Ranch Santiago) - these should reduce/go away when we import course inventory closer to the start of the term and if we opt to end the program code.
Time Ticket Errors - these should reduce/go away when we import course inventory closer to the start of the term.
Inactive Student Errors - while these are expected errors, they will reduce/go away once the student eligibility checker is in place.: 2445
Statuses: ineligible, registration failed
Duplicates removed (students attempting more than once with same error)
70 Teaching Colleges
Ineligible Errors: 996
Could not find Canvas record: 367
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: 342
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: 284
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: 1449
Expected Errors: 850
Pre-reqs, holds, time conflicts, etc.; these are expected errors
Waitlist: 376
Why: Course is full and students are directed to add to the waitlist (not allowed through Exchange); this is an expected error
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
Not A CVC Student ID: 20
Why: Student is not classified with a CVC program
Solution: College to update student program to CVC; student reattempt
Please Contact Support: 19
Why: Various
Solution: Student contacts support for assistance
Failed to Register Student: 6
Why: Various
Solution: Student contacts support for assistance
Blanks: 7
Why: Various
Solution: Student contacts support for assistance
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 from ZenDesk to FreshService on September 9, 2024
New reporting will be available on CVC ticket resolution
CVC 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
Summary
80% of total errors are expected by CVC (1935 of 2445)
CVC is aware of the most common errors and has current/planned solutions to improve student experience
As new Teaching Colleges are implemented and enrollments continue to increase, new/additional errors may appear
This is expected and planned for with the CVC Implementation and Support teams
CVC will provide a quarterly error report to identify and explain errors
PowerPoint Presentation of Errors provided here