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# System prepended metadata

title: SE103 Groove Tickets Guide

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SE103 Groove Tickets Guide
===

###### Updated as of: 13 OCT 2019

This document summarizes the way to handle groove inquiries broken down by use cases.
:::info
**Note:** Edit canned replies as necessary --remove sections that are irrelevant to a particular ticket to avoid redundancy or oversharing. Always check links.

> E.g. change semester from Summer to Fall or Spring, depending on what run you are replying to.
:::
#   1. Admissions Use Cases
   
* **Application Next Steps - Not taken Hackerrank test yet**
    * > Canned reply: `HackerRank - next steps`
    * > Groove tags: `SE103`, `Platform - Hackerrank`, `admissions - prework`

* **Hackerrank Coding Language**
    * > Canned reply: `SE10X - Coding language HackerRank`
    * > Groove tags: `SE103`, `admissions - coding language`

* **Asking to retake the Hackerrank**

    * If HR test was opened by accident/by error:
    
        * > Canned reply: `SE10X - Retake (Error)`
        * > Groove tags: `SE103`, `Platform - Hackerrank`, `submission - retake`

    * Retake because student think he/she hadn't done his/her best:

        * > Canned reply: `SE10X - Retake (Not allowed)`
        * > Groove tags: `SE103`, `Platform - Hackerrank`, `submission - retake`

* **Admissions closed**
    * > Canned reply: `Admissions closed`
    * > Groove tags: `SE103`, `admissions - closed`

* **Hackerrank Token issues (Invite Error)**
    * > Canned reply: `SE10X - invite error`
    * > Groove tags: `SE103`, `Platform - Hackerrank`, `Invite error`

* **Rejected**

    * Rejected (Full Admissions):
    
        * > Canned reply: `SE10X - Rejected + Full`
        * > Groove tags: `SE103`, `admissions - rejected`

    * Rejected (Suited for Beginner Course):

        * > Canned reply: `SE10X - rejected + beginner`
        * > Groove tags: `SE103`, `admissions - rejected`

    * Rejected (Failed in the test):

        * > Canned reply: `SE10X - rejected + failed`
        * > Groove tags: `SE103`, `admissions - rejected`
            
    * Rejected (Ineligible):

        * > Canned reply: `SE10X - Rejected + Ineligible`
        * > Groove tags: `SE103`, `admissions - rejected`


# 2. During - Course Use Cases
## A. Submissions
Student does not need manual submission for leetcode and hackerRank. The system automatically captures their progess as long as their account has been set up correctly.
   
* **Course Portal marked "x"** - Course portal will have an "x" mark when a.) the submission was not graded yet b.) the student used a different username or email to submit so the submission was not captured, c.) we have some issue with our grading script.  Check reviewer tool and confirm if student has a submission. If submission exists but hasn't been graded yet, grade it. If not, student might have used a different github(for leetcode) or email (for HackerRank) other than the one they originally provided/mapped into the account. Depending on which submission is not captured, ask the student what github or email they have used and compare it to what we have. If it's different, ask Elena/Pat to correct the record 
    * > Canned reply: `SE103 - Leetcode ID/HackerRank confirmation`
    * > Groove tags: `SE103`, `S error - wrong leetcode ID/HackerRank email`

* **Student received a missing submission email** - Student claiming that he/she submitted. Verify that the deadlines are correctly set-up in the organizer dashboard and we have no issue with the grading script. Check reviewer tool if submission was captured. If it wasn't ask the student for the leetcode ID or email he/she used and have Pat/Elena update the records if necessary. Check the websites as well if the students submissions are available
    * If avaible in leetcode profile or HackerRank website: ask the student to retrigger submission
        * > Canned reply: `SE103 - retrigger submissions`
         * > Groove tags: `SE103`, `submission - why incomplete`
    * If wrong username: 
        * > Canned reply: `SE103 - Leetcode ID/HackerRank confirmation`
        * > Groove tags: `SE103`, ` error - wrong leetcode ID/HackerRank email`
    * If submission is found in reviewer:
        * > Canned reply: `Submission confirmed`
        * > Groove tags: `SE103`, `CP error - not missing/incomplete`

* **Wants the details of the HackerRank assessment** - After the deadline, the students are sent out with their corresponding HackerRank grades. Embedded in the email is the detailed report for HackerRank in pdf format. Some students might overlook it and ask for a copy. 
    
    * > Canned reply: `HackerRank detailed report`
    * > Groove tags: `SE103`, `submission - why incomplete`
* **Technical Question** - Emphatize to the student and direct them to the discussion system or their slack channels  
    
    * > Canned reply: `Technical question - redirect`
    * > Groove tags: `SE103`, `technical question`

* **HackerRank plagiarism** - Student reached out to ask why his/her submission was marked as plagiarized  
    
    * > Canned reply: `SE10X - plagiarism`
    * > Groove tags: `SE103`, `plagiarism`
        
## B. Attendance
Some students reach out to ask for an excused absence. Inform that student that we allow 3 total absences throught the course and point them to the [course policy ](https://courses.codepath.com/courses/advanced_software_eng/pages/bootcamp_structure). 
* **Wants excused** - Edit the following canned reply according to the course policy
    
    * > Canned reply: `Attendance - wants excused`
    * > Groove tags: `SE103`, `attendance - excuse`
* **Mismarked attendance** - An automated email gets sent to the students once they are marked absent. If a student reaches out saying he attended the session, verify the info (email,first name, email, github) that he/she used to join the virtual session and let the student know that we are checking on it. 
   
    * > Groove tags: `SE103`, `attendance - policy `
    * If confirmed present: 
        * > Canned reply: `Zoom attendance - present`
        * > Groove tags: `SE103`, ` attendance policy`
## C. Retention
* **Student wants to withdraw from the course** 
    * > Canned reply: `withdraw from the course confirmation`  
    * > Groove tags: `SE103`, `admissions - withdrawn`