Transcript Troubleshooting 101 21r

Purpose: Use this document as a reference for various transcript troubleshooting steps

Audience: Student Services Staff

Timing Note

Transcripts can take up to 31 hours (79 hours if over a weekend) to be sent to the receiving college, the time it takes the receiving college to process and intake the transcript can vary from institution to institution.

There are two (2) key times to keep track of for outgoing transcripts. The files for outgoing transcripts are created M-F @ 3am. These files are sent to the respective colleges at 10am daily.

College Troubleshooting Steps

  1. Student reports a college did not receive a transcript – Proceed to step 2
  2. Reach out to the receiving college’s transcript department to confirm if they have received the transcript.
    1. If they tell you that the transcript was received – There is no issue, inform the student that the transcript was received.
    2. If the student informs you that the transcript was not received – Proceed to step 3
  3. Navigate to Main Menu > Records and Enrollment > Transcripts > Request Transcript Report to look at an unofficial transcript for the student.
    1. Does the student have any transcriptable classes?
      1. Yes – Proceed to step 4
      2. No – There is no issue, if there are no transcriptable classes they may have a legacy transcript. Follow your institution’s business process for sending legacy transcripts.
  4. Navigate to Main Menu > Records and Enrollment > Transcripts > Electronic Transcripts > Electronic Transcript Request and look at the student’s transcript request.
    1. Is there a date in Date Processed? (Fig 4.a)
      1. Yes – Transcript has been processed. Submit a help desk ticket
      2. No – There is something keeping the transcript from being processed  - Proceed to step 5
Transcript Requests tab. Date Processed section highlighted
  1. Navigate to Main Menu > Campus Community > Service Indicators > Person > Manage Service Indicators and look up the student that you are trying to send a transcript.
    1. Does the student have a negative service indicator that blocks transcripts from being sent?
      1. Yes – There is no issue, the negative service indicator is doing its job. Follow your local institution’s business practice for dealing with this type of issue.
      2. No – Look to see if there was a negative service indicator at the time the transcript was requested – Proceed to step 6
  2. Navigate to Main Menu > Campus Community > Service Indicators > Person > Audit Service Indicators and look up the student that you are trying to send a transcript.
    1. Did the student have any Negative Service indicators that block transcripts from being sent at the time of the request?
      1. Yes – There is no issue, the negative service indicator did its job at the time the request was made. Submit a new transcript request.
      2. No – If Negative Service indicator that does not currently block transcripts, did the indicator block transcripts at the time it was applied – Proceed to step 7
  3. Navigate to Main Menu > Set up SACR > Common Definitions > Service Indicators > Service Indicator Table and look up the Service Indicator Cd that the student has on their account.
    1. While in Include History mode look to see did the service indicator at one time have a service indicator impact that prevented transcripts from being sent.
      1. Yes – There is no issue, the negative service indicator did its job at the time the negative service indicator was placed. Remove the old version of the negative service indicator and place the new one on the student’s account. Submit a new transcript request.
      2. No – Submit a ticket

When submitting a help desk ticket include the following details:

·        Name of student

·        EMPLID/SID of student

·        Date of transcript request

·        College transcript is being sent to

·        College sending the transcript

·        Please only submit for one receiving college per ticket

State Board Troubleshooting Steps

What will ERP do if there is a ticket submitted?

Legacy - Reassign ticket to Juanita Morgan, Customer Services Director at SBCTC (jmorgan@sbctc.edu) to troubleshoot.

Juanita will work with the legacy college to determine if they received the college but it did not print out. If this is the case the legacy college will work with Hilary Software to get ByRequest setup. Juanita will reassign the ticket to ERP who will then report back to the individual who submitted the ticket.

Four (4) year colleges - ERP will look at the archived transcripts that were sent as well as the log files for the transcript sending process to determine if there was a breakdown in the process. When necessary, ERP will attempt to send the transcript electronically to prevent the student from running into any issues while we continue to diagnose what has gone wrong. Doing so may also help us in determining what has gone wrong.

If ERP finds that we are unable to send the transcript electronically, we will reach out to the college who has made the ticket and ask them to send a hardcopy of the transcript for the benefit of the student. If during research for any tickets ERP finds a widespread issue we will promptly contact all ctcLink colleges of the issue at hand as well as the proposed workaround until the issue can be fixed.

 

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