PS Assist

Submitting a PS Assist Ticket

When you need assistance, please feel free to submit a PS Assist ticket.

Who Can Submit Tickets

Each campus has a designated group of six PowerSchool contacts who are chosen by the campus (seven including the Principal). Those who submit tickets who are not part of that group of six contacts will generally be directed back to one of the contacts.

Campus Point People

What to Include in PS Assist Tickets

When submitting PS Assist tickets, please make sure to submit as much information as possible. This could include:

• • Student name and number

  • Exact name of the report you are running

  • Page you're viewing

  • Time and date the problem occurred

  • Teacher/staff member experiencing the issue

  • Course/section number experiencing the issue

  • Exact error message (screenshot or copy and paste the text)

Log Entry Delete Requests

If a staff member has accidentally created a duplicate log entry for more students than was intended, the following information is necessary in order to remove it:

• • Staff member's full name

  • Type of entry (LaSalle, demerit, etc)

  • Time of entry

  • Text of entry

  • Approximate number of students affected (if possible)

New User Accounts Requests

It is no longer necessary to submit a ticket to request a new PowerSchool account since this is now a part of the new hire onboarding process, or if you submit a ticket to your IT campus point to request a Noble account, just include in the ticket that you need a PowerSchool/PowerTeacher/Tableau account.

Timeline for Resolution of Tickets

When putting in a PS Assist Ticket, you can expect to have your request resolved within two business days (this is based on timely responses). If your request will take longer, then a timeline will be communicated so you know when you can expect a resolution. Oftentimes, three+ business days will be needed during high peak, request times (i.e. grade storing, RCPU, scheduling, EOY/BOY, etc.).

Some examples of standard requests which can be resolved within two business days include:

• • General imports, such as lunch status or log entries

  • Scheduling requests, such as deleting sections or new course numbers

  • Simple data retrieval requests, such as a single student's past meal transactions or discipline record

  • Basic troubleshooting of issues that do not involve PS Support

Requests that may take longer than two business days could include:

• • Requests for custom reports within PowerSchool

  • Changes which require consultation with other campuses

  • Troubleshooting issues involving PS Support

Campus Tasks

The following tasks are able to be done by campuses. Please check out the documentation before putting in a PS Assist ticket. If you are still having trouble afterwards, feel free to put in a ticket requesting assistance.

• Changing A/B Days

• Storing Grades

• Changing Teachers/Co-Teachers