Support & requests
One place to report a problem or ask for something on SQE1, with a reference, a status and a promised reply time.
Support & requests is how faculty and the CLIP team reach the platform team about SQE1. Open it from the CLIP team menu. It works the same way as the desk you may know from CGI, with its own queue.
Raising a request
For a feature, describe the goal
Tell us what you're trying to achieve rather than how it should be built. It often has a better answer.
When you'll hear back
Every request has a target for a first reply from a person. That's a reply, not necessarily a fix.
| Urgency | First reply | Use it when |
|---|---|---|
| Urgent | within 1 hour | Students are affected right now, for example during a mock. |
| High | within 6–12 hours | It's blocking your work. |
| Normal | within 24–48 hours | The default. |
| Low | within 5 working days | Whenever you get to it. |
Please use Urgent honestly. It jumps the queue.
After you send it
Your request gets a reference you can quote. You can see its status on the same page: New, In progress, Resolved or Closed. Replies appear in the thread and you're told in the app. To add something later, open the request and add a note.
For admins: the queue
Admins work requests at CLIP team → Team requests. Overdue requests come first. Open one to change its status, type, priority or owner, and to reply. Draft with Moe writes a first draft, and nothing goes out until you press Send.
Don't include passwords
Never paste a password into a request. The person's name or email is enough for us to act.
Students
Students don't use this desk. They ask Moe, post in Spaces → With faculty, or speak to you. If it's a platform problem, raise it here for them.