In order to upload, follow the below steps:
- Ask the user to whether this is the first time they are calling the Help Desk for this issue.
- Perform basic troubleshooting steps, i.e. using another browser, clearing cache, etc.
- If it is a case where the student has run out of time and can’t submit the assignment before deadline, then ask them to notify the instructor that they are having issues and include the ticket number.
- Along with informing the student to contact the instructor to make them aware that they are having a problem, escalate the ticket to the appropriate group.
Note: Instructors do not automatically reopen a quiz/Assignment just because a student asks. They will want confirmation of the technical problem before taking any action.