TracCloud: Report Unable to Find Appointment

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Appointment Requests / Report Unable to Find Appointment
New to TracCloud, students can now request an appointment time or report that they were unable to find an appointment. These requests can then be reviewed and followed-up on by staff members to ensure that students are able to get the assistance they need.

1. Configuring this Functionality

The first step is to make sure the option is enabled and set to your desired value. Go to Other > Other Options > Preferences > System Preferences > Report Unable to Find Appointment.

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  • Off disables this functionality.
  • Standard provides a standard form where students can write out what they searched for and what they did (or didn’t) find. These reports can later be reviewed and managed by staff with the appropriate permissions.
  • Custom lets you enter a custom URL that students will be taken to after selecting the “Report Unable to Find an Appointment” button, if you have an external resource for this purpose.

Another setting to consider is your permission group access. If a user needs to have the ability to review these Appointment Requests, their group must allow it. Go to Other > Other Options > Groups > [The group you want to edit] > Admin / Modules > Table Access > Add the Outstanding Appt Requests table > Save. You may want to set this to View and Edit or only View depending on what level of access they require.

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2. Submitting a Request

Now that this utility has been configured, students (and even staff) are all set to submit these requests while searching for appointments. The button will appear in the lower-left corner of availability searches, regardless of whether or not availabilities appear. This provides the chance for students to request a more specific time or tutor, even if there may be other time slots available.

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After clicking the option, the following box appears where staff/students can write out what they were hoping to find versus what they found instead. If a custom URL is used instead, the button will instead open that URL in a new tab.

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3. Reviewing Requests

After a request has been submitted, staff can review these requests and mark them as completed once resolved. This only applies when utilizing the 'Standard' form option. Go to Other > Listings > Outstanding Appt Requests. This will bring you to the following page, where you can review Appointment Requests and quickly see which of them have been resolved based on the checkbox on the right and the Followed Up status.

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Appointment Requests can also display in Notifications to Staff Members.

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Clicking a request (or the pencil icon in a notification) takes us to that specific record. Here we can find the details of what the student was searching for and options for us to follow-up on this request.

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  • Reported On and Reported By shows the time and date of this request, and which user submitted the request (myself as an example in this case).
  • Show Details displays a log of what the student searched for and what they found in the results.
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  • Student shows the student who was trying to book an appointment. "View Student Record" allows you to quickly open the student's profile to retrieve contact information, etc.
  • Section and Reason show which Section/Reason was selected when performing the search.
  • Reported Search and Reported Found are the contents of the text fields filled out when the request was being submitted.
  • Followed Up Date Time and Followed Up By show when someone followed-up on this request, and who that user was.
  • Resolved is the final checkbox to be checked when the request has been closed. This also adds an indicator to the Outstanding Appt Request listing to show that this has been resolved.
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