Student success and advising
Support cases, plans with academic goals and advising notes for each student. Cases reuse the service policies you already set up in the help desk. Every note says explicitly who can see it, the family view still respects the custody guard, and every reading of a note is recorded. Part of the Education vertical, optional and off until an administrator turns it on.
The Education screen gains the Student success and advising block: the support cases of each student, the plan with the academic goals, and the advising notes written by the team.
Cases reuse the service policies you already have
A support case is not a new kind of ticket with its own rules. It carries the same statuses and the same priorities as a help desk ticket, on purpose: the deadlines come from the service policies your school already configured, counted in the same business hours, with the same holidays and the same overdue detection. Configure the service policy once and it applies here too.
The first contact is a fact you record, never something the system infers from activity elsewhere. Until somebody records it, the first response deadline keeps running, and it is correct that it runs out if nobody reached the student.
A case without any applicable deadline is shown as "no deadline" and counted separately. It is never added to the cases that are within their deadline: the system does not claim to be on time about something it cannot measure.
Advising notes: you choose who can see, every single time
Every advising note starts with the team. To share it you have to choose who can see it, and that choice is recorded with your name and the moment you made it. A note where nobody made a choice stays with the team and is flagged on screen as still needing one, even if something else in the data suggests otherwise.
There are four options and they name exactly who sees the note: team only, the student can see, the family can see, or both can see. They are not levels. A note addressed to the family is not visible to the student, and a note addressed to the student is not visible to the family. This is deliberate: the conversation a counsellor needs to have with the parents is often precisely the one that should not reach the student, and the reverse is just as true.
Sharing with the family never overrides custody. A guardian restricted by a court decision, or a guardian of a student who reached the age of majority without the student's authorisation, does not see the student at all in the family portal, and therefore sees no note either. The visibility of the note and the custody guard both have to allow it.
The preview shows what the student or the family would see today, and why each note is visible or hidden, without showing any content. Use it before sharing.
Every reading of a note is recorded
Opening an advising note leaves a trail: who read it, when, and which note. That applies to the team and to the portals alike. The trail stores the reference and the class of the data, never a copy of the content.
Plans and goals: no source, no number
A success plan holds the academic goals of a student. A goal only shows a value when you say where the value came from: the student information system, an assessment, attendance, finance, or a person declaring it. Without a source there is no number, the goal reads "no measurement", and the progress of the plan stays empty rather than showing zero. Clearing a measurement returns the goal to "no measurement", never to zero.
The percentage is calculated only over the goals that were actually measured, and the screen always says how many of the goals those are, so a plan full of unmeasured goals never looks like a plan going badly.