Love_Sausage Posted October 19, 2016 Posted October 19, 2016 Standard response time to emails appears to be around a week. Has been as long as 3 weeks, and occasionally when something more serious happens and you happen to catch an "Account manager" somewhere near a desk, a day or two. The company appears to have grown beyond its capability to provide adequate support.
timbo343 Posted October 19, 2016 Posted October 19, 2016 Standard response time to emails appears to be around a week. Has been as long as 3 weeks, and occasionally when something more serious happens and you happen to catch an "Account manager" somewhere near a desk, a day or two. The company appears to have grown beyond its capability to provide adequate support. They are still only a small company.
bigal06 Posted October 19, 2016 Posted October 19, 2016 I have started to give parents the SMHW support telephone number off their website. I am so fed up with parents complaining about something that I had no input into at all. I was doing that but actually found it easier to speak to the parents myself and work through the issues. Plus - support phone number (0207 197 9550) disapeared from Show My Homework page so they are discouraging parents and students to contact them by phone - email option only.
timbo343 Posted October 19, 2016 Posted October 19, 2016 I was doing that but actually found it easier to speak to the parents myself and work through the issues. Plus - support phone number (0207 197 9550) disapeared from Show My Homework page so they are discouraging parents and students to contact them by phone - email option only. Sounds like they want to get rid of all their phones completely. They've always encouraged us to email them too.
Love_Sausage Posted October 19, 2016 Posted October 19, 2016 They are still only a small company. Not as small as I expected from the pictures on here... https://www.showmyhomework.co.uk/careers
Griff Posted October 19, 2016 Posted October 19, 2016 now I know why they gave out stress-balls at last years BETT...
timbo343 Posted October 19, 2016 Posted October 19, 2016 (edited) Just tested EDGE here too and yep, it doesn't work for our subdomain link either. We too now have to start emailing parents with PINs students haven't passed the information on however i do it from the admin@ email or teachers2parents software we use to email parents on mass The administration of the site really grates me too as the sync doesn't sync current users in SMHW.. its a joke! So ive got to the bottom of the users who are no longer here. They are still listed in SMHW under students and leavers. Only in leavers can we then go in and delete the accounts, so this means every time a user is removed from on roll, this process needs to be done manually!! Too much admin time again! Surely this should be automatic? I feel that we should be able to filter student/parent under leavers too so we don't accidentally delete a parent account that may already be in use. Edited October 19, 2016 by timbo343
bigal06 Posted October 19, 2016 Posted October 19, 2016 So ive got to the bottom of the users who are no longer here. They are still listed in SMHW under students and leavers. Only in leavers can we then go in and delete the accounts, so this means every time a user is removed from on roll, this process needs to be done manually!! Too much admin time again! Surely this should be automatic? I feel that we should be able to filter student/parent under leavers too so we don't accidentally delete a parent account that may already be in use. Got this in one of my emails when dealing with other issues.... "We have introduced a new feature on Show My Homework that will allow you to delete ‘Leavers’ from the admin panel. To take this action, simply click here when logged into your account. Use the checkboxes on the left to select the users you wish to remove, then click “Delete selected” in the top left to complete the action. Please be careful when deleting users as this action cannot be undone. For the user to appear in the ‘Leavers’ section in Show My Homework you will need to ensure a contract end date has been entered for them in your MIS system. This will stop Show My Homework from receiving data from these users and they will then appear in the ‘Leavers’ section of your account."
timbo343 Posted November 3, 2016 Posted November 3, 2016 Got this in one of my emails when dealing with other issues.... "We have introduced a new feature on Show My Homework that will allow you to delete ‘Leavers’ from the admin panel. To take this action, simply click here when logged into your account. Use the checkboxes on the left to select the users you wish to remove, then click “Delete selected” in the top left to complete the action. Please be careful when deleting users as this action cannot be undone. For the user to appear in the ‘Leavers’ section in Show My Homework you will need to ensure a contract end date has been entered for them in your MIS system. This will stop Show My Homework from receiving data from these users and they will then appear in the ‘Leavers’ section of your account." The only trouble is it means we have to go through and manually delete the users. I would have thought the sync would have done this automatically. Can someone please check to see if you can receive the user activity report to your email? I've requested a few yesterday and today - i've not had any through. I've contacted support and got a auto reply so i know their emails are working but still waiting for someone to come back to me about the issue. Thanks
bigal06 Posted November 3, 2016 Posted November 3, 2016 Cant even find where to request the user activity report? where is it? thanks,
bigal06 Posted November 3, 2016 Posted November 3, 2016 Found it now - I was looking in the Admin section.
bigal06 Posted November 3, 2016 Posted November 3, 2016 have a look in My Drive -> My Folders and see if they are in there as it might just be the email function not working. You have to make yourself a teacher to see the My Drive menu item.
timbo343 Posted November 3, 2016 Posted November 3, 2016 (edited) have a look in My Drive -> My Folders and see if they are in there as it might just be the email function not working. You have to make yourself a teacher to see the My Drive menu item. Nope not in there. I've heard back from SMHW who say the email has been sent and they've proved it with a screenshot. This used to work but i guess since halfterm it doesnt work. Nothing to my knowledge has changed. EDIT: Oh carp.. ive changed my email address on SMHW to my personal one and the report has come through. Not what i wanted to see. Edited November 3, 2016 by timbo343
timbo343 Posted November 3, 2016 Posted November 3, 2016 Found the email!!! For anyone with this problem, the mail comes from @pm.mtasv.net NOT @showmyhomework.co.uk For Gods Sake!!!
Bagpuss66 Posted November 24, 2016 Posted November 24, 2016 We've had no end of fun with SMHW, latest problem a new member of staff not having an MIS id. A few weeks ago year 7 students with duplicate names causing conflicts. Also we have been left with running this as a senior member of staff has left and we have no idea how they managed it!
psydii Posted November 24, 2016 Posted November 24, 2016 Call your account manager. Get some training. It is pretty straightforward. It sounds as though you might not have sync running, or perhaps started off with a manual import from deficient data and now you are left dealing with the long term fall out after the previous 'owner' of the problem left. Most issues arise from incorrect/missing data in SIMS. Our school office deals with first-line queries, fixes sims and then often they update SMH too. If it is a messy problem they will then forward the details to us. Given the front office do all the data-entry for student details, and they have responsibility for making sure that it is correct, SMH is a good fit for them as it brings out shortcomings of the data, and their own performance (as measured by data accuracy) is improved. Works very well for us.
Bagpuss66 Posted November 25, 2016 Posted November 25, 2016 Call your account manager. Get some training. It is pretty straightforward. It sounds as though you might not have sync running, or perhaps started off with a manual import from deficient data and now you are left dealing with the long term fall out after the previous 'owner' of the problem left. Most issues arise from incorrect/missing data in SIMS. Our school office deals with first-line queries, fixes sims and then often they update SMH too. If it is a messy problem they will then forward the details to us. Given the front office do all the data-entry for student details, and they have responsibility for making sure that it is correct, SMH is a good fit for them as it brings out shortcomings of the data, and their own performance (as measured by data accuracy) is improved. Works very well for us. It's turned out to be a SIMS problem as you've pointed out , a new member of staff not correctly adding data. All sorted now
kennysarmy Posted March 2, 2017 Posted March 2, 2017 All very quiet in here - is SMHW now working well for everyone? Cheers
6Foot2 Posted March 2, 2017 Posted March 2, 2017 All very quiet in here - is SMHW now working well for everyone? Cheers No reports of any problems here. Which should indicate that everything is OK...
6Foot2 Posted March 2, 2017 Posted March 2, 2017 All very quiet in here - is SMHW now working well for everyone? Cheers No reports of any problems here. Which should indicate that everything is OK...
rad Posted March 2, 2017 Posted March 2, 2017 Only issue we have relates to personal devices not showing any homework. By logging out of the app and then using your PIN to get back in again refreshes the login and bingo.
rad Posted March 2, 2017 Posted March 2, 2017 Only issue we have relates to personal devices not showing any homework. By logging out of the app and then using your PIN to get back in again refreshes the login and bingo.
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