Feedback & complaints
Raise a ticket when something in ImpartLab is wrong or unclear, and follow its progress until it is resolved. Typical tickets cover results that will not generate, missing student or employee records, failed uploads, and fee or finance report problems.
Who sees what
- Admin, Owner, Moderator — see and triage every ticket in the tenant. They can change status, write the resolution and filter the list to My tickets only.
- Teacher, FormTutor — see only the tickets they submitted. They can submit new tickets and read
their own history. No navigation entry is added for these roles; open
/supportdirectly.
Student and parent accounts cannot open this module.
The list
Columns are Ticket (number), Category, Title, Submitted by, Status, Created and an Open ticket action. Selecting a row also opens the ticket.
Filters are Status, Category and a free-text Search over the ticket number, title and description. Managers also get My tickets only. Clear resets the filters.
Ticket numbers use the form TCK-YYYYMMDD-XXXXXX, for example TCK-20261112-8F3A21.
Submit a ticket
- Select Submit ticket.
- Choose a Category: ResultGeneration, StudentRecord, EmployeeRecord, StudentUpload, FeeManagement, FinanceReport or Other.
- Optionally add a Contact email and Contact phone.
- Enter a Title (required, up to 200 characters).
- Describe the problem under Description (required, up to 4,000 characters): what happened, what you expected, and the student, class or report involved.
- Select Submit ticket.
New tickets start as Open and are created against your staff account.
Ticket workflow
Open → InProgress → Resolved → Closed (Closed is terminal)
| From | Can move to |
|---|---|
| Open | InProgress, Resolved, Closed |
| InProgress | Open, Resolved, Closed |
| Resolved | InProgress, Closed |
| Closed | — |
Managers change status from the ticket detail dialog. Marking a ticket Resolved requires a Resolution note; the note is saved with the change and shown to the submitter. Closing a resolved ticket keeps the resolution on record. Reopening a resolved ticket to InProgress clears the resolved and closed timestamps.
Attachments
This version of the module does not accept file attachments. Paste the relevant identifiers — student number, class, report name — into the description instead.