Troubleshooting, Escalation, and Glossary
Start with the affected record and confirm its identity, current status, and handoff owner. Do not work around missing setup by creating a duplicate person, document, or case.
Available now. Last reviewed: 19 August 2026.
Troubleshooting
I cannot access a Staff workspace
Confirm you are signed in with the correct account. Ask the School Admin to check your active role, permission, and relevant record assignment before trying again.
An applicant, parent, or student appears twice
Stop creating new records. Search using available identifiers and ask the School Admin to decide how the records should be consolidated.
A family case cannot be matched safely
Do not disclose any details. Ask the School Admin to verify the parent-child relationship and account access.
An attendance exception cannot be resolved
Recheck the student, date, current status, evidence, and attendance policy. Escalate missing or conflicting evidence instead of guessing an outcome.
A student or section is unavailable for attendance follow-up
Do not guess a replacement. Ask School Admin to verify the enrollment, active term, and class assignment before changing the exception.
A document will not proceed
Review its lifecycle status and required details. Correct the underlying school, student, enrollment, grade, authority, or stock issue with the responsible owner, then return to the existing record.
A Staff task is duplicated, overdue, or disagrees with the dashboard
Check the existing task and its source record before creating or completing work. Use the detailed admissions, attendance, family-service, or document record as the working source and ask School Admin to investigate a persistent discrepancy.
Controlled stock is unavailable or already reserved
Stop before issuing a document. Do not substitute stock or create a replacement; ask the document administrator to reconcile the stock and registry status.
Glossary
- Handoff: giving a complete, factual work item to the authorised role for a decision or correction.
- Applicant: a person requesting admission who is not yet a confirmed student placement.
- Attendance exception: a record needing attendance follow-up or a policy-based outcome.
- Parent service case: an internal record used to coordinate a family request or concern.
- Controlled document: an official document type that uses secure stock or serial tracking.
- Document lifecycle: Draft, Submitted, Verified, and Issued stages recorded in the registry.