The C&I team's service level agreement (SLA) states that Course Issues are resolved within 48 hours, unless put on hold for a vendor/third-party issue. For issues generated during nonworking hours, the 48 hours begin at 8:00 a.m. the following workday. Additionally, holiday hours are subtracted from the 48 hours. 

The Curriculum Specialist and any auto-assigned staff member will be notified of a new issue via an email from CIMS with a courtesy copy to the ADoC. 

Due Date Calculation indicates the deadline for resolution to meet the 48-hour SLA. It is calculated from the time of submission minus weekends and/or holidays. 

ADOC Actions - If a course issue type of “Faculty Course Modification” is selected, the system will route the issue directly to the ADOC.  The ADOC will confer with the appropriate Chair/Dean to determine the best course of resolution.

Curriculum Specialist Actions - Upon notification, the Curriculum Specialist will review and evaluate the Course Issue and complete the Administration fields with the exception of Third Party Tools Issues.

If Third Party Tools is selected for Course Issue Type upon creation, the system will auto-populate the Administration fields and assign the issue directly to an LMS Technologist.

For all other Course Issue types, the Curriculum Specialist will:

• Determine if the reported problem should be classified as a Course Issue. 

  • NO — If issue is actually a curriculum suggestion or is outside of the purview of C&I:

    • The suggestion will be submitted to the appropriate school contact or suggestions list and the issue will be closed.

    • If the issue is not owned by the Curriculum and Innovation team, it will be closed after the appropriate party is notified.

    • Closed issues will be assigned a Closed Reason in the Closed Reason field, and a short description of why the issue was closed will be added to the Comments field.

  • NO — If issue correction requires content update that would be considered a revision:

    • A scheduled revision will be added to the Master Production Schedule.

    • Issue will be closed with a Closed Reason of "Course Revision." 

    • Information concerning the term of the planned revision will be placed in the Comment area of the ticket.

  • YES — If the issue refers to anything in course content, LMS settings at the course level, or course integration with third-party elements, the issue will be processed for resolution.

• Determine if the issue has already been reported.

  • Note in Comments area: "Issue being resolved under previous report in Course Issue number ####." 

  • Close issue and select Close Reason "Duplicate Issue." 

• Determine if Sub-Status of "Waiting for information" is warranted. For example, further research is needed or additional information from vendor is required.

  • If an answer from vendor or receipt of necessary further information is not anticipated within the same day, issue Sub-Status should indicate "Waiting for Information" and status should be changed to "On Hold" until the necessary information is received and resolution action can be taken.

  • If they anticipate that all information necessary for the fix will be available within the day, the Curriculum Specialist will change the Sub-Status to "In Progress." 

• Determine if Course Development Guide needs to be updated and update as necessary.

• Determine steps required for correction and provide the specifics in the Exact Correction field and attach any necessary files. 

• Determine whether CMS Developers, Multimedia Designers, or LMS Technologists need to be involved to complete the fix. 

  • Curriculum Specialist will select the correct Issue Type from the drop-down that correlates with the type of staff assignment required.

If the Issue Type field is:

• MultiMedia - the system will assign the next in rotation from the Multi-Media Designers in the CIMS User List

• Course Content - the system will assign the next in rotation from the CMS Developers in the CIMS User List

• 3rd Party Tools - the system will assign the next in rotation from the LMS Technologist in the CIMS User List

• • Curriculum Specialist will change Sub-Status to "Need Staff" and save the issue.

Note: Until/unless Course Issue has an Issue Type selected and the Sub-Status is changed to "Need Staff," it will not be routed to anyone by the system for correction.

Once the Curriculum Specialist has saved the issue with the necessary information and the Sub-Status of "Need Staff," the system will automatically assign staff per the above table, and Staff Assigned is notified by CIMS auto-email that the Course Issue needs correction.

If the correction will be made by the CS without the assistance of other staff, select the course issue type and change the sub-status to "N/A" and the status to "In Progress" until the fix is completed.

Course Issue Correction Process

•  Staff Assigned or Curriculum Specialist will: 

  • Complete the correction in all areas of the LMS indicated in the LMS Updates Required field.

  • Enter any information necessary for the Curriculum Specialist/Ticket Submitter in the Comment field.

  • Change the Sub-Status to either:

    • QA Needed - Curriculum Specialist will be notified by auto-generated email to QA the issue resolution.

    • Fix Completed - Only to be used if no QA is required and proof of resolution has been documented and attached in the Resolution documents field.  The issue status will auto-update to Completed and a completion notification will be sent to the ticket submitter.

• For QA Curriculum Specialist will:

  • Verify the correction in all of the areas of LMS indicated in LMS Updates Required field. 

  • Seek assistance as necessary. For example, certain issues may require student impersonation to verify.

  • Upon completion of verification, update the ticket as necessary.

    • If the fix is successful, the Curriculum Specialist will:

      • Change the issue Status to completed.

      • Change the issue Sub-Status to QA Approved.

        • Completion notification email is auto-generated to the submitter and the Curriculum Specialist.

    • If the fix is not complete or not satisfactory, the Curriculum Specialist will:

      • Enter an explanation of remaining issues in the Comment field.

      • Change the Sub-Status to QA Not Approved.

        • A QA Not Approved notification will be auto-generated to the Staff Assigned.

        • The process begins from the top, and the Staff Assigned will complete the corrections and again select "QA Needed" to send back to Curriculum Specialist until QA is approved.          

Assessment of Course Issues Process

An Overdue notice will be auto-generated to all parties identified in the issue if it has not been closed/completed by the due date. Issues with a status of On Hold will not have Overdue notices generated.

Efficiency of Course Issue processing will be determined and reported based on specific calculations.

On Hold Days Calculation indicates the time from when an issue is placed On Hold until the status is changed to In Progress, Completed or Closed (minus weekends and holidays).

SLA Days Calculation indicates the time spent to resolve the problem and will not include weekends, holidays, or on-hold days. All times noted are Eastern Time Zone. 

• Time begins at time of creation for issues submitted during regular working hours (Monday — Friday 8:00 a.m. to 5:00 p.m.).

• Time begins at 8:00 a.m. the following workday for issues submitted after 5:00 p.m. or during holidays or weekends.

• Time begins at 8:00 a.m. on the day of creation for any issues submitted before 8:00 a.m.

• If an issue is submitted after 5:00 p.m. and corrected before 8:00 a.m. the following workday, the SLA time will be calculated from actual time submitted until midnight of that day. 

  • Example: For an issue submitted at 5:40 p.m. on Tuesday and completed at 7:20 a.m. on Wednesday, the SLA calculation would include from 5:40 p.m. to midnight: 8 hours. 

Total SLA Days indicates the total of SLA days plus on-hold days.

Time Since Creation (Course Issue Reports) indicates the total time calculated from time of creation to time of completion (or date of report) minus weekends and holidays.