Google Drive issues adding a content block.

[johnfaig]

Can anyone else replicate this problem? The steps are as follows: 1. Create a content block for a course 2. Choose files as the content type 3. Name the content block 4. Select "Attach from Google Drive" 5. When the file dialog box appears, start typing the name of a document. 6a. The "Searching for title matches" link does nothing. 6b. The "Search for all items containing" link yields a blank list of documents

[tylerstevens]

Yes! We are having this same issue with many of our teachers. 

[johnfaig]

I don't know which is most annoying: a) Powerschool not communicating bugs to admins and users. b) The community providing better and faster responses than Powerschool Support c) Getting notifications about badges and other goofy items from this community. I laughed out loud when I was waiting for a response to my post and, instead, I got notification about earning a badge

[BishalG]

Thank you for reporting your concern on PowerSchool Community!

Our PowerSchool Learning team is researching this issue, in the meantime, you could make use of a workaround that I've provided below, which should be able to help you out.

Users have notified us that they can get the recent files to float to the top by modifying the source document's title. Let us know if this works for you while we work on a solution.

I would also recommend that you create a case on the support case portal to help our team gather more information about the issue, this will also help you communicate directly with the team within your support case regarding updates on the issue.

Here's the link to Case Portal

Hope this helps

[johnfaig]

@BishalG - I feel like your response is similar to when people make reference to an attachment in an email but forget to actually attach the file. You make reference to a workaround, but didn't actually provide one.

[aciuffo]

@BishalG: How does one access this "Case Portal?" This is the first time I've heard of this. I apparently don't have the correct permissions to access the link you shared. I am the PSL Admin for our School and I would very much like to have the ability to lodge a case through a portal.

I typically end up waiting in until the afternoon (Central Europe Time) to call PS to create tickets. The service I get over the phone is outstanding! 

When I send emails to support@powerschool.com, it sometimes takes ages for someone to get back to me. I assume this is because everyone in the world from students to parents to teachers to admins uses support@powerschool.com to open tickets. 

If there is a portal like PowerSource where Learning admins can have a direct line to file tickets, it would be super helpful.

[BishalG]

Hi @aciuffo, Thank you for your query.

I understand that you would like to get a direct line to tickets which can be done by reaching out to Learning Support through Learning Product's Support portal

Please refer to the Knowledge Base article I've linked below:

Contacting PowerSchool Learning Support: Should I Call or Email?

Hope this helps!

[johnfaig]

Why would mention a work-around and not actually provide it here???

[BishalG]

Hi @johnfaig, Thank you for your post.

I wanted to reiterate that we currently have a few workarounds for this issue,

one of them is to use non-google doc file blocks or embed the web blocks with a link to the google doc or file embedded.

Another being that you have to not use the search bar but rather do a manual search, scrolling down until you find the file. It's a bit cumbersome, but it should work.

 Another being that you can usually get to the recent files to move to the top by modifying the source documents title. We've heard reports though of the folder structure being broken as well so it might be messy, but it should work.

If none of these work for you then I would highly suggest that you reach out to support as they can provide you with further information

Hope this helps!

[tylerstevens]

Our disctict is a Google School so using a non-Google doc file is pretty much out. We have tried the other two options and neither of them are consistant enough for our teachers to rely on. I have reached out to support and all I've gotten back is that this issue has been "escalated to the tier 2 team" but no explanation on what that means. Next suggestion? 

[aciuffo]

@BishalG 

Thanks for the reply. I typically either make a phone call or submit an email ticket. 

What is the Learning Product's Support portal. The link you provided suggests only sending an email or calling powerschool. I also checked the other help page "how can I get help in PS Learning." That page does not mention the support/case portal. 

I would like some clarity regarding the case portal you linked previously (Here's the link to Case Portal). Is that avaialble to domain admins? 

Specifically, I'm looking for something between making a phone call and sending an email. My phone calls are answered right away. That's great, but I don't always need instant support and calling the support number typically involves me staying late at work (European time) to complete a call.

My emails tend to linger in the queue for AGES. I have an open ticket that's been lingering for 4 days without anything other than an automated response. It's not a super urgent ticket, but I would like a response.

I was hoping the portal might be that sweet spot of not so urgent that I need to make a call.

[BishalG]

Hi @aciuffo, Thank you for your query regarding access on PowerSchool Community!

The Case Support portal is accessible by Designated Support Contacts in a school district, if you are unable to access it but feel that you should be able to access it, I will suggest reaching out to your district's Designated Support Contact who should be able to help you get access. You can also reach out to businessoperations@powerschool.com and PowerSchool will work with the Designated Support Contacts within your district to request the role is added on your behalf

Apart from that, you can also contact Learning Support via case or live chat within PowerSchool Learning. I have provided a screenshot of it's location below.

[tylerstevens]

I submitted a case for this issue. I recieved an email today that said the case has been "escalated to the teir 2 team" that sounds great but what does that mean?? 

[jamiem7]

Thank you for responding within the thread! @tylerstevens 

The tier-2 team handles cases that need to be researched further.  The team also works closely with the PowerSchool Learning Developers to work through any issues that need to be reviewed by developers and resolved as soon as possible.  The team can provide direct communication with you in the case with any updates provided by PowerSchool Developers.