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Escalating Functionality Issues (Create)

Find out how to escalate functionality issues in Create and get additional support when standard troubleshooting isn't enough.

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Follow this guide to escalate functionality issues. If you are not sure if you are experiencing a functionality issue or a content issue, follow the Floor Help request process for assistance. Note: Scoring issues are considered content issues.

Step 1: Troubleshoot
Before escalating your issue, ensure that you have already reviewed and tried all steps provided in the basic troubleshooting guide. If not, click here and follow the steps outlined to attempt to resolve the problem.
Refer to the Create Support Worksheet in SharePoint for ALL technical Create related escalations.

Step 2: Gather Required Information
The information below is required for all escalated cases. Copy and paste the below template into your case as a public case comment and fill in the required information. If you are unable to locate the information, use the Floor Help request process for assistance.

  • Instructor's username (if issue pertains to a specific instructor) 
  • Student's username (if issue pertains to a specific student)
  • Student's password
  • ISBN
  • Detailed description of issue
  • Steps taken to troubleshoot issue
  • Have you received assistance from Floor Help? (Y | N)
  • Are you able to replicate the issue? (Y | N)
    • If yes, provide steps to replicate the issue.
  • Attach a screenshot of the issue.
Step 3: Escalate
If you’ve gathered all the information above for your case, you are ready to escalate.
  1. Change the case status to In Progress.
  2. Change the case owner to CARE_T2_Triage.

Please do not escalate a case with more than one issue. If you are reporting more than one issue, clone the case, provide the information regarding the other issue(s), and escalate that case separately. Furthermore, if the same issue is occurring for multiple chapters/assignments, escalate that as one issue in one case.

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