When creating a ticket there are a few key items that should be included.

(email tsd@accelschools.com to create a ticket)

❖  Title of the ticket: The subject of an email becomes the title of the ticket. Please include the name of the program you are having issues within the ticket title.

❖  School Name: The name of the school where the student or employee attends or is assigned.

❖  Program: The name of the program the issue is occurring in. If it is across two programs list them both.

❖  User: Your name and contact information.

❖  Issue: Details go here. What area within a program, does it affect the entire class or just one user? Specific details help us to narrow down our search during the investigation of an issue. When submitting an issue regarding a student please include the student number or pansophic id from salesforce.

❖  Example: If possible, always provide one example, 2 are preferred. Multiple examples are helpful, but general examples are not. For instance, saying the entire class does not provide a specific or detailed item to look at. Selecting one or two students with the issue as an example will provide a specific place to start an investigation. A link to the example or pathway taken is helpful. If available screen shots are helpful with the URL in the screen shot. 

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