One
User does not have permissions to view reports in eDirect. You ask that they reach out to their DAC for permissions
User Management > Account/Permission Request
Site is getting the following message - "Previous login may have unsent responses stored on the TSM."
Test Management >Active Flag
A site has not whitelisted the necessary URLs on their network and have not allowed DRC's content to flow through their firewall.
Client Setup/Connectivity > Network/Firewall
If I have a question about how to code my ticket, I should reach out to...
a coach or lead
A site is wondering how many questions a student has answered
Test Management > Test Progress
User is having difficulty updating INSIGHT. You suggest that they upgrade INSIGHT as an administrator with Read/Write Permissions.
DRC Setup/Connectivity > INSIGHT Setup
Site needs help downloading and setting up their COS Service Device
DRC Setup/Connectivity > COS-Service Device - Setup
Site needs help uploading their MSU file
Student Management > Student Upload
Site is wondering if test tickets are secure materials
Test Administration > Procedural or Documentation/Training
A tech user has questions about the system requirements for the cos service device
Client Setup/Connectivity > System Requirements
User has questions about where to print a student's test tickets
Test Management > Print Test Tickets
A DAC is wondering how to apply accommodations to a student's profile
Student Management > Accommodation
A site is wondering when their testing window closes
Test Administration/Policy > Scheduling or Manage Test Windows
District-level user has questions about how scoring works and are trying to interpret their scores beyond the scope of what Customer Service can help with
Test Management/Policy > Refer to Client/Vendor
or
Reporting > Test Results/Scoring - Issues
A student is getting the following message when trying to login to their test: "Invalid Username/Password"
Test Management > Invalid Username/Password
Site needs to order a test booklet during their additional material window
Paper & Pencil Testing> Additional Order
A User is trying to login to Wisconsin's edirect page, but they forgot their password.
User Management > Password Reset
A Student needs to transfer from school A to school B within a District. You walk the user through removing the student from school A's test sessions, editing their school information in student management, then adding them to the appropriate test session at school B.
Student Management > Student Transfer
User wants to order additional materials, but does not have the proper permissions. You send them to their DAC to request the proper permissions.
User Management > Account/Permission Request
A site is modifying their configuration to include another COS-Service Device
DRC Setup/Connectivity > COS-DTK OR COS-Service Device - Setup
Site is wondering when their materials will arrive
Paper & Pencil Testing> Tracking
A DAC in MO is asking how they can regenerate a student's test ticket
Test Management > Regeneration
A student is using a chromebook and is having issues typing quotation marks within their written constructed response. You tell them to ensure their keyboard is set to US Standard.
Client Setup/Connectivity > Hardware/Equipment
User is wondering when their returned materials report will show up under Answer Document Tracking
Paper and Pencil Testing > Material Return or Tracking
A user is looking for where the eDirect user guide is located
Test Administration/Policy > Documentation/Training