- "Urgent" priority tickets should be addressed ASAP (within an hour). These are tickets that involve students/teachers not being able to access/administer tests during a live test session. The following scenarios apply:
- Teacher is unable to administer/launch a test session
- Student is unable to access the test
- Tech issues preventing test administration
- Window extension requests
- "High" priority tickets should be addressed by the COB that day. These are tickets where delaying resolution to the next day will further delay the resumption of testing. The following scenarios apply:
- Accessibility resource updates
- Enrollment-related updates
- Reset/reopen appeals
- Completion report requests
- "Medium" priority tickets should be addressed within 2 days of receipt. The following scenarios apply:
- Score availability issues (e.g., missing scores)
- Misc requests that do not directly impact test administration
How do I Prioritize Tickets During a Testing Window? Print
Modified on: Thu, 11 May, 2023 at 10:22 AM
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