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SDLA Quick Fix

Write a Strong Incident IQ Ticket

Give your support team the details they need to understand, reproduce, and respond to a technology problem.

Teacher

I need to submit an Incident IQ help ticket. What should I include so the support team can understand the problem and help without having to ask several follow-up questions?

Quick Fix

Use P.L.E.A.S.E. before you submit. A useful ticket describes who is affected, where the problem occurred, what should have happened, what actually happened, what the screen showed, and how the issue is affecting work.

  1. People Impacted

    Identify the teacher, staff member, student, class, or group affected. Include the district-approved email or user ID when appropriate.

  2. Links

    Include the exact URL or app name, browser, device type, and login path, such as Clever, Schoology, or the app itself.

  3. Expected Behavior

    List the steps taken and explain what should have happened after the last step.

  4. Actual Behavior

    Explain what happened instead, including the exact error message, when it appeared, and whether the problem repeats.

  5. Screenshots or Screencasts

    Attach a clear screenshot or short recording when allowed. Show the full error and the steps that led to it.

  6. Effect on Workflow

    State what cannot be completed, who is waiting, and whether there is a deadline, class period, or other time-sensitive impact.

Finish with three quick checks: list any troubleshooting already attempted and its result; say whether the issue occurs on other devices or browsers; and copy the exact wording of any error message. Never include a password. Follow district rules before sharing student information, screenshots, or recordings.

Copy-and-paste ticket examples

Choose the closest example, paste it into your Incident IQ ticket, and replace every bracketed prompt with the correct local detail. Delete anything that does not apply.

Example 1: A student cannot sign in to an instructional app

Subject: Student cannot sign in to [app name]

People impacted: [student name or district-approved ID], grade [grade], period [period]. At this time, [one student / number of students] is affected.
Links/login path: [URL or app] using [browser and device]. The student signed in through [Clever / Schoology / app / other].
Expected behavior: After selecting [button or link], the student should reach [class, assignment, or dashboard].
Actual behavior: [Describe what happens and include the exact error message.]
Screenshot/screencast: [Attached / not available].
Effect on workflow: The student cannot [complete the assignment or access course material] needed by [date/time].
Troubleshooting: I tried [steps]. The result was [result]. The issue [does / does not] also occur in [another browser or device].

Example 2: Students are missing from a class roster

Subject: Students missing from [system or course name] roster

People impacted: Teacher [name/email], course [course and section], period [period]. [number] students are missing.
Links/login path: [URL or app] using [browser and device], opened through [portal or login path].
Expected behavior: The class roster should match [source roster or SIS] and include the students enrolled as of [date].
Actual behavior: [Describe the mismatch. List district-approved student IDs only if local procedure allows.]
Screenshot/screencast: [Attached with unrelated student information hidden / not attached].
Effect on workflow: The missing students cannot access [assignment, course, or resource], and instruction is affected beginning [date/period].
Troubleshooting: I refreshed the roster on [date/time] and checked [source roster]. The result was [result].

Example 3: A classroom display or projector is not working

Subject: Classroom display not showing image in room [room number]

People impacted: Teacher [name/email] and [class or number of students] in room [room].
Links/device path: [laptop or document camera] connected to [display/projector model or asset tag] using [HDMI / wireless / adapter].
Expected behavior: After selecting input [input name], the classroom display should show the device screen.
Actual behavior: The display [shows no signal / remains blank / displays an error]. The exact message is: [message].
Screenshot/photo: [Attached / not available].
Effect on workflow: I cannot display [lesson, slides, video, or student work] for [class/period] at [time].
Troubleshooting: I checked [power, cable, input, restart, known-working device]. The result was [result]. The issue [does / does not] occur with another device.