If a school reaches out to assessment WITHOUT including IT (support@laalliance.org, dl-corptit@laalliance.org):
Have the school confirm which error message appears and advise the solution prescribed in the CAASPP Secure Browser Troubleshooting Guide.
If they reply and say none of those fixes work, forward the ticket to dl-corpit@laalliance.org and reassign the ticket to the SIS support group. Then add a note explaining what the error is and what solutions have been tried.
Provide an update to the school letting them know that Home Office IT will look into it further and reach out to support with the fix.
If a school reaches out to assessment AND IT(support@laalliance.org, dl-corptit@laalliance.org):
If the ticket was assigned to the assessment group, reply back to the school to let them know that Home Office IT will be reaching out to support, then reassign the ticket to the IT Support group and forward the ticket to dl-corpit@laalliance.org (an additional step taken to ensure the ticket doesn't get lost in IT's queue).