Two Questions to Ask Before Creating a Course Issue:

Does this need to be corrected immediately? Course Issues are created for items that need to be corrected immediately to solve a technical issue or correct an obvious/egregious error. Course content updates go to the Course Lead for consideration in the next planned revision.

Is it a duplicate issue? Before submitting a Course Issue, check the site to see if the issue has already been entered. 

Once submitted, the ticket will be auto-assigned to the Curriculum Specialist identified in the ticket or the appropriate staff member.

To Create a New Course Issue

• Navigate to the Course issue page.

• Click on Create Course Issue.

• Fill out relevant information. 

• • Information on the person submitting the ticket

    • Issuer (auto-filled with user's name)

    • Job Title (Select from drop-down.)

  • Information on the course and team

    • Course Number (Select from drop-down.)

    • Review Course Issue History Grid (If an open or on-hold record is already present for the problem you are reporting, do not enter another course issue. Track progress using the current reported issue.)

    • Section(s) (Indicate section number[s] in which issue was discovered.)

    • School/ADoC/Curriculum Specialist/Course Lead (auto-fills when course number is selected above)

Note:  If the course you are reporting is not in the drop-down and you manually type it in, then you must manually enter the information into the School/ADoC/Curriculum Specialist/Course Lead fields.

• Term (Enter the term of the section with the issue. If you are reporting on the Master Course Offering [MCO], use the last two digits of the current year followed by XXX; for example: 23XXX.) 

Information on the person reporting the issue

• Support and Solutions Ticket Number(s)

• Course Issue Type (Select from dropdown)

• Reporter Name (necessary in case the issue is user specific)

• Reporter Type (Select role of person reporting issue.)

• Browser Type (to replicate the issue exactly)

• Device Type (to identify compatibility issues)

Information on the specific areas of the course that are being affected

• Area of Issue (Select area of the course content that is affected.)

• Activity 

If the specific area or activity is not listed, you can check "Other" and provide your answer in the "Description if 'Other' selected" fields.

• Issue Can be Replicated (Yes/No)

• Issue Description (details of steps taken and specific errors observed) 

  • Please describe in detail.

  • Screenshots and videos are helpful.

• Issue Documents (attach screenshots, videos, etc.. to illustrate the issue)

• Recommended Solution (provide information for exact fix required, if known)

• Scroll to bottom and "SAVE" the issue.

The person submitting the issue as well as any staff member assigned, the Curriculum Specialist and the ADoC will receive an email notification that the issue has been received.

The Curriculum Specialist or staff member assigned will review and complete the necessary information to direct the ticket further for resolution. 

Course Issues will usually be completed within 2 business days of submission except in cases of a third-party action or similar extenuating circumstances. 

Tracking the Status of an Issue

The progress of issue resolution will be reflected in the Status and Sub-status updates made.  A Status History Grid, located directly below the recommended resolution field reflects those changes.

Importing Course Issues

Course Issue import functionality only allows the import of ticket data outside of the Administrative areas.

When new issues are imported, a workflow will automatically assign a status of New and generate an email to the assigned CS that the issue has been added to CIMS.