Booklist Admin
Booklist reviews, updates/changes to booklist requiring action. Internal process related tickets.
Books and Booklists
User queries about books and the booklists. Includes series books questions and book suggestions.
Certificates/Medals
Queries about certificates/medals.
Challenge Coordination
Queries regarding how to coordinate the challenge, how to ‘register’ for the challenge.
Coordinator Accounts
Anything relating to a coordinator’s ability to access the website.
Homeschool/Independent
Anything related to homeschools or independent participants
IT Issues
Issues with any of the ITD applications/systems that impact users of PRC. Includes problems with creating accounts, resetting passwords, PRC website bugs/outages that affect all users.
Missed Closing Date
Post-Challenge validation and any other queries after Challenge has closed.
Student Accounts
Anything related to a student’s ability to access the website or the details stored in a student’s account ie update DE User ID, name, unable to reset password.
Student Reading Records
Anything related to updating a student’s Reading Record or the inability to do so. Ie unable to add book to a SRR, update the Challenge level of a SRR.
Other
If it doesn’t quite fit into any other category. Note – good idea to periodically review the things that end up in here to see if a new ‘Type’ is warranted.
Unknown
To be used if you don’t know enough to be able to categorise a ticket when it first comes in. Should periodically review tickets with this Type and update them to have the correct Type.