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Error Analysis from

Mickinzie did analysis on the top 5 errors that are being generated in 2024. Below an overview of each error, along with an action place if applicable. The Powerpoint overview is also attached below for reference.

Top 5 Errors

  1. Canvas - 806 errors

  2. Prerequisites - 609 errors

  3. Waitlist/Add Period - 563 errors

  4. CCCID - 349 errors

  5. 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.

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

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.

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