Enrollment & Licensing Issues
"The administrator emailed in regards to deleted students still showing on mCLASS rosters that need to be removed."
Other Examples:
-Rostering Administrators reporting that they have a student who has been added to their third-party roster and is active in the Admin Portal but is missing mClass access
-Customers reporting that students who have been removed from their roster are still showing for Teachers under mClass.
What is the Enrollment Bridge Errors & Roster Discrepancies Template
"Admin is reporting that two students who were assessed for MOY are showing as not assessed in the teacher's reports."
Other Examples with troubleshooting:
- An assessor experiences an error when attempting to sync their mCLASS assessment data. The agent is able to verify this by confirming the failed sync in the sync logs under the assessor's username.
- A student has completed an assessment/measure, but their teacher is unable to see their data. The agent can verify this by confirming the student has data in a successful sync in the assessor’s sync logs, and impersonating the teacher to verify that data is not reflected in their dashboard.
What is the Errors with Student Scores / Data Sync Errors Template
"My student submitted their assignment and it is visible on their account, but not visible on my end in Classwork."
Other Examples:
What is the Classwork Data/Student Submission Errors Template
"An educator is not able to login into their Easy Generator account. They are receiving an error: Invalid username or password."
Other Example:
What is the EZG Login/Technical Issues Template
"The district administrator for House Targaryen would like to request some custom log-in pages."
This template is intended to be used to escalate Custom Login page requests. These requests must come from a District Admin and need to be escalated to Senior Tier 2.
What is the Custom URL Template
"An administrator needs assistance with granting CKLA program access to a recently rostered coach."
Other Examples:
-Support staff member, such as a specialist, needs access to the program and does not have classes
-A teacher’s class is missing the program icon
What is the Add Programs to User/ Classes Template
"The admin is having trouble generating new reports within the mCLASS reporting tile. They are receiving an unexpected error when trying to load reports."
Other Examples:
What is the mCLASS Reporting (RAS) Issues Template
"Teacher emailed in stating Literacy Skills 9, Lesson 12 (Introduce X, Y, Z). On page 127, under Foundational Skills, it states the wrong letter. It has the letter K instead of the letter X. It models the writing for the letter X but it shows the letter K."
Other Examples:
What is the Content Error: Digital Materials Template
"A user reports losing progress on their Easy Generator account. The user left and returned to find not all progress has been saved."
What is the EZG Lost Progress Template
"I am currently looking over the books used in the ELA curriculum and would like to suggest a couple of additional readings that could enhance the program"
Other Examples:
What is the Enhancement Request Template
"I am the Clever Admin and we have added the class rosters for the new semester, but teachers are still seeing their classes from last semester."
Other Examples:
-Clever shows the student in Class A, but in Amplify Admin they are not in any classes.
-Student rostered with first name Jane Doe on ClassLink roster, but is showing as Rachel Doe in Amplify Admin and preAMP.
-Teacher had a name/email change in Clever that has not yet been reflected in Amplify Admin.
What is the 3rd Party Roster Discrepancies Template
"The teacher progress monitored a student under a different student's record and now needs the score invalidated."
Other Examples:
What is the mCLASS Assessment Invalidation Requests Template
"The admin chatted in on behalf of a teacher to report that a student is unable to move past level 25 of the Word City activity in Boost Reading."
Other Examples:
What is the Student Stuck in Amplify Reading Game Template
"I am attempting to log in to my DIBELS Data System account, but I have not received my verification email."
Other Examples:
What is the DDS Login Issues Template
"We have several teachers who have lost access to their accounts logging in via Classlink. They are rostered in Classlink and their records have not changed."
Other Example:
The district’s DE case shows Clever as enrollment and SSO, but the district only shows as invited on Clever, so Technical Onboarding assistance is needed.
What is the Fail-Safe Template
"The teacher has a 3rd grade student who needs their Boost Reading program adjusted to a Kindergarten level."
Student Grade Level Adjustment for Boost Reading Template
"While trying to reactivate two student accounts, an error message is displayed."
Other Examples:
What is the mCLASS Enrollment Issues Template
"The admin chatted in regards to their physical materials not matching the online e-readers."
Other Examples:
What is the Content Error: Physical Materials Template
"All students have been rostered, but I forgot to update the student IDs."
Other Examples:
What is the DDS Import Student IDs - Using Internal ID (UID) Template
"I am a tutor for ABC District and I am not seeing my groups in my account."
What is the Tutoring Support Issues Template
"The admin reports that they are trying to get Amplify connected to Schoology. They mention that it says to request the Consumer Key and Shared Secret."
What is the Common Cartridge & Secret Key Requests Template
"I am an administrator for the district and I need to extend our BOY window to close on 11/24/2024."
Other Examples:
- A CSS requests to extend a district’s MOY IDEL benchmark window for another week.
- An administrator requests to adjust their school’s Math and DIBELS EOY benchmark windows.
- An administrator needs to open the window early for one school.
What is the Benchmark Window Changes Template
“We have students who are unable to load E-Reader content within their assigned curriculum. The E-Reader IFrame shows "Content Unavailable - Please contact Amplify Support". This does not affect all students, but usually one or two per class near the end of the day.”
Other Examples:
What is the Unexpected Application Error Template
"The All Grades Status Report is not showing the most up to date scores in my DIBELS Data System account."
What is the DDS Reporting Issues Template
"I am an admin and rostered a teacher with their new email without deleting their old record. They now have two accounts. Can you please merge both records with the new email?"
What is the Merge/ Unmerge Users Template