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Mickinzie Johnson

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  1. Could not find Canvas record: 287

    • 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) 

  2. No error message: 113

    • Why: students marked “high school”, “adult learner”, or “international student”); this is an expected error

    • Solution: None; student is truly ineligible 

  3. Error while pulling student records/could not find records at Home College: 283

    • 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

Registration Failed Errors:

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974

  1. Expected Errors: 850686

    • Pre-reqs, holds, time conflicts, waitlists etc.; these are expected errors

  2. 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)

  3. Student Record Locked: 41

    • Why: College is currently in the student account in SIS

    • Solution: College to exit student account; student reattempt

  4. 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 

  5. 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

  6. 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

  8. 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

  9. Please Contact Support: 19Blanks: 21  

    • Why: Various 

    • Solution: Student contacts support for assistanceassistance 

  10. Failed to Register Student: 6 

    • Why: Various 

    • Solution: Student contacts support for assistance

  11. Blanks: 7  

    • Why: Various 

    • Solution: Student contacts support for assistance 

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 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

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