Transfer Templates Jeopardy Jeopardy Template

Enrollment & Licensing Issues

mCLASS Issues

Program Errors

EZG & DDS Issues

Miscellaneous Issues

100

This template is used for errors and discrepancies in the Enrollment Bridge.

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

100

This template is meant to be used for reporting Unexpected Errors with Student Scores and Data Sync Issues. An agent will have diagnosed the issue and decided that there is an issue with the Student Scores or the Data Sync. These kinds of issues can include Student data being incorrect or missing; The Assessment portal having a sync error, a dashboard error, or an unexpected error.

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

100

"My student submitted their assignment and it is visible on their account, but not visible on my end in Classwork."

Other Examples:

A user reaches out stating that student work is not submitting.
A teacher cannot see student work in the Classwork section.
Student work is not being transferred between activities.
Student work is not being correctly auto-graded.

What is the Classwork Data/Student Submission Errors Template

100

"An educator is not able to login into their Easy Generator account. They are receiving an error: Invalid username or password."

Other Example:

A user is experiencing an error when in the lesson; an unexpected error has occurred, unable to click any answers, etc.

What is the EZG Login/Technical Issues Template

100

"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

200

This template is used for adding programs to users and classes

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

200

This template is used for issues related to the mCLASS Reporting and Analysis Suite (RAS) Examples:

Data discrepancies
Custom report requests

What is the mCLASS Reporting (RAS) Issues Template

200

This template is used when a user sees a replicable non-technical error in digital materials.

Examples:

A teacher sees a typo in a teacher guide.
A student has a broken link on a curriculum page.

What is the Content Error: Digital Materials Template

200

"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

200

"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:

A teacher would like the option to view Home Connect Letters for previous months in Amplify Reading (this is not currently possible).
An administrator would like to download the dual language report from mCLASS in Spanish (this is not currently available).
A teacher does not like the format of a lesson and has suggestions for improvement

What is the Enhancement Request Template

300

This template is used for escalating discrepancies between a 3rd Party Roster, such as Clever, and our internal enrollment system (Amplify Admin).

What is the 3rd Party Roster Discrepancies Template

300

This template is used for customers requesting invalidation for assessment scores.

Examples:

All NC DPI invalidations
Progress monitoring invalidations
Assessments more than 30 days old. A score may be inaccurate, entered incorrectly, or the wrong assessment could have been given in the wrong year.

What is the mCLASS Assessment Invalidation Requests Template

300

This template is used when a student cannot progress to the next Amplify Reading game.

Examples:

A student sees an error message when they try to play.
A student cannot select an option in the game.

What is the Student Stuck in Amplify Reading Game Template

300

"I am attempting to log in to my DIBELS Data System account, but I have not received my verification email."

Other Examples:

A customer is unable to log in.

What is the DDS Login Issues Template

300

"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

400

This template is used when escalating Student Grade Level Adjustment related cases to a higher level of support.

Student Grade Level Adjustment for Boost Reading Template

400

This template is used for reporting mCLASS Enrollment problems.

Examples:

An administrator reports students are in the wrong grade level after rollover has occurred.
An administrator reports they have students who are deactivated and need to be reactivated.

What is the mCLASS Enrollment Issues Template

400

This template is used when a user reaches out about an error in a physical reader or guide

Examples:

A typo on one of the page
Printing error on the pages
Duplicate questions/answers/pages
Physical readers or guides do not match the digital materials.

What is the Content Error: Physical Materials Template

400

"All students have been rostered, but I forgot to update the student IDs."

Other Examples:

An educator attempting to upload rosters with updated student IDs.
Students are showing the incorrect teacher in DDS.

What is the DDS Import Student IDs - Using Internal ID (UID) Template

400

"I am a tutor for ABC District and I am not seeing my groups in my account."

What is the Tutoring Support Issues Template

500

This template is used for common Cartridge requests, or Secret and Key requests for their LMS integration.

What is the Common Cartridge & Secret Key Requests Template

500

This template is used for reporting mCLASS Enrollment problems.

Examples:

An administrator reports students are in the wrong grade level after rollover has occurred.
An administrator reports they have students who are deactivated and need to be reactivated.

What is the mCLASS Enrollment Issues Template

500

This template is used when a user has a replicable error/technical issue.

Examples:

A student sees a replicable error message when trying to take their assessment.
A teacher sees a replicable error when trying to load the eReader.
A teacher has a replicable technical issue on a curriculum page.

What is the Unexpected Application Error Template

500

"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

500

"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