Support routine for Skolon SIS related questions
When Skolon SIS integration(also called sync) is live, questions about missing students might rise from users and schools connected to the integration. For all questions regarding students or teachers synced in to Lexplore via Skolon, troubleshooting starts at your organisations internal helpdesk. An established routine by Skolon and Lexplore explains steps to follow to resolve any issues. That routine is specified here.
The following routine is accurate for users and organisations with active Skolon integration to Lexplore.
Description of the supportprocess:
| Customer Org-> | Customer Org Helpdesk-> | System admin -> | -> SKOLON | -> Lexplore |
| A teacher user at a school discovers a student missing in the Lexplore portal -> |
->Receives query from teacher/School. Determines who to investigate internally-> |
->Looks into: * Skolon to see if attribute is missing or if licenses are missing.
-> Can trouble shoot and request help further -> |
Where to add licenses and connect year group and classes to each student etc. Request help to navigate and troubleshoot: Support@skolon.eu |
Where to view all data send through. The integration log(also called sync log to determine what is missing per student Request help to interpret the sync-log: support@lexplore.com |
Above table is a general description for how support process(troubleshooting) should flow. We are aware that the naming of the different departments within the customer organisation can vary. Most importantly is that troubleshooting starts within the customer organisation.
Purpose of the support process
Lexplore and Skolon have together set this routine for handling/troubleshooting sync issues for the following reasons:
- Customer organisation is responsible for its data
- It is the same path for the data
- Skolon is the main provider of this integration and has built the integration
- Quickest way forward towards resolution
- We avoid sharing student names via email
What to expect to find in Lexplore portal
Lexplore fetch the information available to us from Skolon on a nightly basis. We can only see the data we have received, but we cannot change it at its source, nor can we troubleshoot it ourselves in Skolon.
The data Lexplore gets is presented on each customer organisation account under 'Administration' -> 'Logs'. In the log you can search for entries. Also, each log file can be downloaded to your pc/laptop. More information on that can be found: How to manage the SIS-log
An active SIS integration between Skolon and Lexplore means all data in Lexplore is a direct reflection of your source data system, which is considered the true source of information.
For that reason it is not possible to manually administer students. Below are some of the tasks you are not able to do manually in Lexplore, but that the integration will do for you.
- Import groups of students into the Lexplore portal prior to each school year.
- Adding a student to a class or school
- Moving a student from one class to another
- Moving a student from one school to another
- Removing a student from a class, school, or the entire organization
- Changing a student's name, email address, or other personal information
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