What does the Development team do?
Development is responsible for developing & managing the LMS platforms that house educational content.
When does Support interact with Development?
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When there is a platform issue that has not been resolved by troubleshooting steps & support has an example or can replicate the issue on our end.
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Some examples of platform issues include…
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Action buttons within the program being unresponsive
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Certain areas of the program appear ‘blank’ or throw an error message when trying to navigate to it
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Updates not appearing within the system, such as with enrollments, grading queues, or account settings
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Only Technical Support Specialists directly interact with Development (also referred to as “DEV” internally). If you encounter and verify a platform issue, please escalate the case to Tech Specialists. For escalation templates, click HERE.
Whenever there is a platform “bug”, Technical Support Specialists document this in TFS and follow up with the appropriate product-specific DEV team.
Breakdown of Development Owned Issues
Example work flow
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