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Ticket Submission Help

Introduction:

When submitting a support ticket for yourself or on behalf of another it is important to identify everything you may need to submit to the support team. This guide is here to help you take a step back, verify you have everything you need, and structure your ticket in a way that will get you the most effective help as quickly as possible.
It is important to realize that every piece of information that is left out or not clearly provided may require more feedback from you before help can be rendered. Your support team member wants to help you as quickly as possible and give you the whole solution on the first try; the greater the detail in your ticket the greater they can help you!

Details:

  1. Make sure that you have exhausted as much trouble shooting yourself that you are comfortable with; finding the simple solution yourself is the quickest way to overcome any concern you may have.
  2. Verify that it is happening consistently. The more consistent a problem is the easier it is to find the root of the problem.
  3. After exhausting your own trouble shooting make sure to take a screen shot of issue; its very important to include the web address in the screenshot as it will help identify exactly where the problem occurred.

Good Screenshot Example

Image depicts an example of what a screen shot should look like. The entire page has been captured showing the Brightspace LMS. It clearly shows the coursename, username and course homepage.

Better Screenshot Example

Image depicts an example of what a better screen shot would look like. The entire page has been captured showing the Brightspace LMS. It clearly shows the coursename, username and course homepage, but also includes the browser information to show the URL or web address. An arrow points to the URL.

  1. Provide details relating to the content you are having issues with, this should include:
    1. Course Name
    2. Instructor/Teacher
    3. Lesson/Quiz/Grade that may be affected
  2. After the initial problem is outlined, it is important to identify what hardware you are using and what network you may be working on. Please include:
    1. Device – Laptop (Mac or Windows) Phone/Tablet
    2. Web Browser – Safari/Chrome/Firefox/etc. (Also include if you tried in incognito mode)
    3. Network – Is this happening on your home internet, at school, or while on a public network?
  3. To finish make sure to write out as clearly as possible what the problem is and how it is keeping you from continuing your school work. For example:
    1. What time did it start?
    2. How long has it been going on?
    3. Is it not allowing you to complete an assignment or course content?

Limited Course Capacity

We’re sorry to inform you that we have reached capacity for several of our Semester 1 and Trimester 1 courses. You’ll notice when attempting to enroll students in our Student Learning Portal that some courses are unavailable. While we are no longer accepting new enrollments for these courses at this time, many courses continue to remain open for enrollment.

With many students across the state 100% remote, demand for our online courses is greater than ever before. Because every course we offer is taught by a Michigan-certified teacher, this high volume of enrollments has created capacity issues for our teachers who provide each and every student with individual feedback.

While the Michigan Virtual team anticipated and planned for significant increases in student enrollments this Fall, the increased demand we’ve experienced has been unprecedented. As a result, we are taking steps to hire even more part-and full-time teachers to support larger numbers of student enrollments for Semester 2 as well as for Trimester 2 and 3. 

For schools that still need online learning options this year, please fill out the form at the bottom of our virtual pathways page to meet with someone to discuss other solutions. While some of our teacher-led courses are full, we may still have the capacity to help you in upcoming terms or can discuss timing to implement a whole-school or collaborative program in which local teachers from your school/district use our online course content to teach students. We also have free course content and resources available for you to use.

We know this is an incredibly stressful time for all, and we’re sorry if the courses you’re looking for are unavailable. We never want to turn away a student who wants to learn from us. Our top concern, however, is student success, and we have a policy to not take on additional enrollments if we cannot guarantee that all students will have a quality online learning experience. 

We appreciate your patience and understanding as we navigate the unusually high volume of enrollments we are receiving.