Q4 Error Report 2024
- Mickinzie Johnson
Error Analysis: 4/1/24-6/30/24
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: 2445
Total errors: 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