Q2 Error Report 2024

Error Analysis: 10/1/24-12/31/24

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: 1819

• Total errors: 1819 

  • Statuses: ineligible, registration failed, drop failed, enroll failed 

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

  • 75 Teaching Colleges

Ineligible Errors: 683

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: 974

1. Expected Errors: 686

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

2. Please Contact Support: 217

   • Why: Various 

   • Solution: Student contacts support for assistance

3. Not A CVC Student ID: 31

   • Why: Student is not classified with a CVC program 

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

4. Blanks: 21  

   • 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 migrated from ZenDesk to FreshService on September 23, 2024

• 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