[sims] Sims Parent App not sync/showing lesson attendance data

[dapaulio]

Morning All

 

Since coming back in January I have noticed that the lesson attendance marks haven't been syncing/showing in the SIMS Parent App.

I have checked the logs within SSM and they do seem to be uploaded without error

 

To complicate matters a little sporadically marks will appear then disappear hours later. Session attendance shows in the parent app fine it is only the lesson attendance marks. In my opinion confirmed by no error messages in the logs means that the upload is successful.

Capita have been less than helpful claiming that they weren't sure why however a change was due to be made on the 28th Feb re Teacher APP. I knew this was a fob off but gave them the benefit of the doubt and waited. Guess what the fix deployed didn't do anything for the Parent App. good job I didn't hold my breathe and for the last two months we haven't been showing lesson marks in our parental engagement app.

 

Is anyone else experiencing these issues described.

Thanks

[bobsmith]

Just logged in to both my "adopted" children and they are missing MOST but not all of their lesson marks, but the odd one is showing.....

 

Eek?

 

Is this an issue with nobody logging issues with Capita because they never respond in a timely manner?

 

I'll open a case with them now - this is a big issue.

[MkII]

It's always been like that for us since we had the app in September.

 

Nothing from Capita when we logged a ticket. They remoted in and tried re-starting services etc.. Nothing worked.

 

We've turned ours off and just show the session marks and not the lesson marks.

 

Disgusting. I don't think the app is fit for purpose. I'd move to Edulink One in a heartbeat if I could.

Edited March 4, 2019 by MkII

[cullingsh]

We have this too. We raised it at the start of Feb and received the below response:

 

I am contacting you in relation to the case that was raised regarding attendance not copying over to Parent app. There is currently an on going sync issue that is effecting attendance and the way it pulls through from SIMS to Parent app. The development team currently have a fix in progress for this which should be rolled out mid to the end of February.

 

Sounds like the fix hasn't been pushed out then or doesn't work.

[dapaulio]

It's always been like that for us since we had the app in September.

 

Nothing from Capita when we logged a ticket. They remoted in and tried re-starting services etc.. Nothing worked.

 

We've turned ours off and just show the session marks and not the lesson marks.

 

Disgusting. I don't think the app is fit for purpose. I'd move to Edulink One in a heartbeat if I could.

 

We have all our synced before xmas going back but only seems symptomatic since we returned in January.

 

We have this too. We raised it at the start of Feb and received the below response:

 

I am contacting you in relation to the case that was raised regarding attendance not copying over to Parent app. There is currently an on going sync issue that is effecting attendance and the way it pulls through from SIMS to Parent app. The development team currently have a fix in progress for this which should be rolled out mid to the end of February.

 

Sounds like the fix hasn't been pushed out then or doesn't work.

 

That's sounds a very familiar quote. I would say they were yanking my chain. They were using the teacher app update to fob me off. Logs show the teacher app was updated but not the parent app.

 

Just logged in to both my "adopted" children and they are missing MOST but not all of their lesson marks, but the odd one is showing.....

 

Eek?

 

Is this an issue with nobody logging issues with Capita because they never respond in a timely manner?

 

I'll open a case with them now - this is a big issue.

 

Yeah my "adopted" kids are the same. oddly this screen print shows marks being recorded (same screen shot of last week) not all I would like to add also but I guarantee this will disappear before tomorrow

Also this weeks have recorded also

 

If everyone logs a ticket it may light that spark that may make them resolve the issue

[MkII]

I've logged a new ticket (Y)

[David44]

How do you know you have this issue? Do you rely on parents telling you?

[bobsmith]

or have yourself linked to a student and check that way.

 

The inability to view as a parent without doing a workaround is typical. It's not even a data protection issue as we have more access than the parents in the first place!

[dapaulio]

How do you know you have this issue? Do you rely on parents telling you?

 

I am setup in the same way as bob suggests

 

The only difference is I asked the parents permission to become a named contact for support purposes to which they agreed.

Edited March 4, 2019 by dapaulio

[bobsmith]

I am setup in the same way as bob suggests

 

The only difference is I asked the parents permission to become a named contact for support purposes to which they agreed.

 

There is no difference, I asked the parent in each case (3 are staff members 1 is a governor and 1 a personal friend)

[David44]

Changing your SIMS data to be knowingly incorrect (i.e. recording the fact that you have parental responsibility for a child when in reality you don't), must be against GDPR even if you do ask the parent(s).

[MkII]

I'm also a parent. So are two of our admin staff and 4 LSA's.

 

No response to the ticket yet. Support response seems to have slowed down again.

[dapaulio]

UPDATE - Looks like we got their attention. Just got off the phone and I have a remote session booked in either today or tomorrow with the 3rd line team and Capita line management.

I will update again as this progresses.

[dapaulio]

UPDATE - well following a number of conversations with capita, it was suggested that there maybe an issue with the timetable within sims and they wanted a copy of our database and I was advised to speak to the person responsible with timetabling documenting changes that have been made since it was noticed that lesson marks were missing.

Following a discussion with said staff member. It came to light that he had entered an unlinked member of staff in NT6 for reasons that were justified.

When we removed the unlinked staff member and waited a few days I notice a positive impact with most of the marks(not all) returning back to the App.

I have put the call with capita on hold for a week to monitor the situation and then reassess the marks which are still missing eliminating the ones where the registers weren’t even taken.

The lad I was speaking to wasn’t sure whether past marks would ever return and to monitor all future marks as an indication of whether the sims timetable was at fault.

I will keep you updated as this progresses but for those who are still having trouble try and pin down roughly when you noticed marks missing and speak to your timetable person.

Not saying your situation is similar to mine and it will likely be different on every site but capita 3rd line are focused on it being a timetabling errors.

Edited March 11, 2019 by dapaulio

[dapaulio]

last weeks attendance partly filling up, and think the marks are slowly filling up over the 3 months it’s not being working.

 

today’s attendance fully sync’d

Edited March 11, 2019 by dapaulio

[bobsmith]

Can you clarify what an "unlinked teacher" is? (and possibly how do I spot them...)

 

Is it when you get an error on import because it can't find a member of staff with the same code within SIMS itself?

[dapaulio]

Yes exactly that, where a staff code doesn’t match a staff code in sims

[dapaulio]

Update... it appears that our parent app issue has been resolved. All marks have been sync’d historic and present.

Can anyone that was having the problem confirm whether they still are having problems after updating to summer release.

Now what capita have told me what fixed it and my opinion of what has fixed it are somewhat very different.

Official capita strapline fix was determined by us uploading our data to capita and they released a “site specific” patch.

My opinion based on time frame (broke after Xmas and fixed coincidently after applying summer update) the spring release broke it which was fixed in summer release and in that interim capita was knowingly denying they had problems.

Can anyone confirm my theory as we plan to take action for a paid service that has been unusable for the last 4 months.

Thanks