Q1 Error Report 2024

Owned by Mickinzie Johnson
Last updated: Oct 10, 2024
2 min read

Error Analysis: 7/1/24-9/30/24

CVC did analysis on the errors that are being generated in Q1 2024. Below an overview of each error, along with a solution if applicable. The Powerpoint overview is linked here.

Total Errors: 1603

  • Total errors: 1603 

    • Statuses: ineligible, registration failed 

    • Duplicates removed (students attempting more than once with same error) 

    • 70 Teaching Colleges

Ineligible Errors: 682

  1. Could not find Canvas record: 349

    • 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: 312

    • 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: 150

    • 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

  4. Home College CCCID missing: 54

    • Why: Various

    • Solution: CVC work with Home College/Tech Center

 

Registration Failed Errors: 921

  1. Expected Errors: 762

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

    • Waitlist/Course Full; expected errors

      • Waitlist fix occurs in new P2 implementations

  2. Invalid CCCID: 14 

    • 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

  3. Not A CVC Student ID: 30

    • Why: Student is not classified with a CVC program 

    • Solution: College to update student program to CVC; student reattempt

  4. Please Contact Support: 109

    • Why: Various 

    • Solution: Student contacts support for assistance

  5. Blanks: 6  

    • 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 migrated from ZenDesk to FreshService on September 23, 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 the Parchment support team 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