Ticket Request

  AdmissionPros Ticket System

(issue reporting, requests, etc.)

RESPONDING TO ISSUES REPORTED

The first response to any issue reported, either by an external user (prospect, applicant, etc.) or internal user (administrative system user), is to investigate locally.   Before entering a ticket be sure to first do local “triage” of the issue reported by working with the local experts to replicate and/or confirm the problem reported. 

• In the case of a prospect or applicant reporting problems with web functionality:
  
• Use the LOGIN AS option to log on as the person reporting the problem.  Easy access to login as functionality is provided via both Prospect Search and Applicant Search screens.

• go through the same steps as the person reporting the problem. 
  
• As you complete these steps, make note of and/or capture a screen shot of any error message encountered … this is very important.

• If you are able to replicate the problem reported, and are unable to resolve locally, enter an AdmissionPros ticket (see following section on creating tickets).

• In the case of administrative system users reporting a problem with administrative system functionality:
  
• tap into local expertise that is familiar with functionality specific to the problem being reported
  
• review the problem together … this will often result in a resolution

o   If you are able to replicate/confirm the issue (confirm there is a problem/bug, or are unable to resolve an issue after working with local experts), proceed to enter an AdmissionPros ticket. 

Completing this initial investigation locally will not only often result in finding the cause of an issue but will provide the added benefit of all becoming more acquainted with overall system functionality. 

CREATING AN ADMISSIONPROS TICKET

When an issue reported can be replicated/confirmed, and cannot be resolved locally, entering an AdmissionPros ticket is the appropriate next step.  The AdmissionPros ticket system is monitored continuously during business hours, and by creating a ticket you can be sure that issues are responded to in a timely manner.

Subject:             Enter a concise yet descriptive subject (helps with searching resolutions later on)

Description:     Be sure to craft a comprehensive description of the issue, including any error message text,

screen shot, applicant name, details, etc., that will help us research the issue.  A well-crafted description that includes details needed will eliminate the need to go back and forth to clarify the need, or obtain details necessary to look into, which can take a lot of time.  You may also attach a file if that would help clarify the need, via the ATTACH FILE button at the bottom of the screen. 

Please avoid copying/pasting email threads into the ticket description, as this requires AdmissionPros staff to attempt to interpret the problem.  It is best to describe the issue clearly and concisely in your own words as much as possible.  If content from an email thread is necessary, please include it after your initial description of the issue.

Once all required information has been entered, submit the ticket/request. 

Please note that there may be instances that require additional information regarding your issue. Please respond promptly to questions and/or requests for more information raised by the AdmissionPros team to avoid your ticket from closing due to no response

Ticket Communications

The individual who entered the ticket will receive automatic email communications to acknowledge receipt of the ticket, updates entered on tickets, and resolution/closing of tickets.  Be sure to be on the look-out for these communications.  If you do not receive ticket related communications, please check your spam folder.

System Enhancements 

Occasionally an issue will raise the desire for a system change.  Please note that system-related change requests, or enhancements, require time to complete, are addressed in the order received, and are worked in as quickly as possible. Please submit enhancement or change requests at least 30 days prior to your need-by date. Adhering to this timeline ensures that your request can be satisfied in the time frame needed.