This article will explain Issue Aware (IA) tickets in the Pearson Online Classroom and how to use these tickets.
The Issue Aware system is a tool to document, assign, and track tasks across all departments and schools. It is an effective and efficient way to accomplish work that involves collaboration among different people and teams. Refer to the steps below to successfully access and utilize IAs within the online classroom.
Log into the online classroom using your given login credentials.
Begin using the system. Click on the IA ticket flag icon at the top right of the screen. Open the IA by looking under My Issues or My Communications in the top bar. You can also open IA by clicking it if received through an e-mail notification.
When you open an IA ticket, you can view information about the ticket. Notice in the screenshot below that the location selected is MyCA. Each IA ticket must be assigned to a designated location. Users can only view IA tickets at their assigned locations.
IA tickets also include stakeholders and affectees. If an IA is private, only stakeholders on that IA are able to view and leave comments. You can add additional stakeholders to an IA by selecting "Add User." If an IA is created for a specific student, the student may be listed as an affectee.
Therapists cannot click on student affectees within the IA even if the student is in their assigned section. If a therapist clicks on a student affectee, they will receive an Access Denied message. If you wish to view the student who is listed as an affectee, open up your Sections & Students to locate that student in order to view their log, data views, and more. Only approved liaisons and main vendor contacts with Tier V access can click on student affectees within IAs.
Issue Aware tickets are most often used for the following purposes:
- Provider Communication IAs are used for communication between the school and
provider. Generally, these are used to make referrals (referral tracking), discuss progress report dates, and overall communication. This type of IA often includes one or more school stakeholders in addition to approved provider(s). - Caseload IAs are used to communicate between the school and provider regarding the
provider’s specific caseload. Communication may include questions, progress notes, and student concerns. This type of IA may be used if there are multiple providers serving groups/sections of students at a school. - Student-specific IAs are used to communicate between the school and provider
regarding an individual student. Communication may include student concerns or
progress notes.