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# System prepended metadata

title: Cybersecurity Groove Tickets Guide

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Cybersecurity Groove Tickets Guide
===

###### Updated as of: 11 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
   
* **Outside of US / wants online course wants to apply**
    * > Canned reply: `outside US wants to apply`
    * > Groove tags: `cybersecurity`, `admissions - nonUS`

* **Wants to apply but admissions is already closed**
    * > Canned reply: `cybersecurity - applications now closed`
    * > Groove tags: `cybersecurity`, `admissions - closed`

* **Asking for course requirements**
    * > Canned reply: `cybersecurity - course requirements`
    * > Groove tags: `cybersecurity`, `admissions - eligibility/requirements`

* **Asking if github account is needed**
    * > Canned reply: `veterans - need a github account?`
    * > Groove tags: `cybersecurity`, `admissions - eligibility/requirements`

* **Wants to be an observer** - Student wants access to the course material but does not want to be attend sessions. This is not possible for cybersecurity since most of the courseworks (shepherd/ctf) require accounts that can only be created to specific people (such as admitted students)
    * > Canned reply: `Cybersecurity - observer not possible`
    * > Groove tags: `cybersecurity`, `admissions - observer`
* **Software requirements inquiry**
    * > Canned reply: `Cybersecurity -  softwares needed`
    * > Groove tags: `cybersecurity`, `admissions - eligibility/requirements`

* **Application status**
    * > Canned reply: `veterans - status`
    * > Groove tags: `cybersecurity`, `admissions - eligibility/requirements`
* **Application page not working**
    * > Canned reply: `veterans - application page not working`
    * > Groove tags: `cybersecurity`, `admissions - application page not working`

# 2. During - Course Use Cases
## A. Submissions
Student does not need manual submission of SS and CTF. 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. Make 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 username other than the one we provided/mapped into the account. Ask the student what username they have used and compare it to what we have. If it's different, ask Elena/Pat to correct. 
    * > Canned reply: `Cybersecurity - wrong username/not mapped`
    * > Groove tags: `cybersecurity`, `S error - duplicate SS/CTF`

* **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 username that he/she used and have Pat/Elena update the records if necessary
    * If wrong username: 
        * > Canned reply: `Cybersecurity - wrong username/not mapped`
        * > Groove tags: `cybersecurity`, `S error - duplicate SS/CTF`
    * If submission is found in reviewer:
        * > Canned reply: `Cybersecurity - submission confirmation`
        * > Groove tags: `cybersecurity`, `CP error - not missing/incomplete`

* **Student received an incompelete submission email** - An automated email is sent to the student when his/her submission is marked incomplete. They usually reach out to clarify why the submission was marked incomplete. Explain that they have not completed all the required tasks and point them to grading doc. Check the reviewer tool depending on what is written, use either of the replies below:  
    
    * > Canned reply: `Cybersecurity - missing GIFs` or `Cybersecurity - issing readme` or `Cybersecurity - incomplete CTF/SS`
    * > Groove tags: `cybersecurity`, `submission - why incomplete`
* **Technical Question** - Emphatize to the student and direct them to the discussion system  
    
    * > Canned reply: `Technical question - redirect`
    * > Groove tags: `cybersecurity`, `technical question`
* **Reset Shepherd or CTF password** - Students cannot change the password on their own hence they need to contact us if they want to.   
    
    * > Canned reply: `Cybersecurity - reset password`
    * > Groove tags: `cybersecurity`, `S error - password reset`
        
* **CodePath Errors in Grading** - Check if the submission the student is pertaining to is AFTER the date of update on the weekly report
    * If it is after, inform student that the grades sent out is only as of [date] and that any progress they have done after this date has not been reflected in this report yet.

## B. Attendance
Some students reach out to ask for an excused absence. Inform that student that we allow 2 total absences throught the course and point them to the [course policy ](https://courses.codepath.com/snippets/cybersecurity_university/syllabus_fall_2019). 
* **Wants excused** - Edit the following canned reply according to the course policy
    
    * > Canned reply: `Cybersecurity - attendance wants excused`
    * > Groove tags: `cybersecurity`, `attendance - excuse`
* **Mismarked attendance** - The attendance dashboard is marked by the TFs and 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 from the TF and let the student know that we are checking on it. 
   
    * > Groove tags: `cybersecurity`, `attendance - policy `
## C. Retention
* **Student wants to withdraw from the course** 
    * > Canned reply: `withdraw from the course confirmation`  
    * > Groove tags: `cybersecurity`, `admissions - withdrawn`