PLS-7F: Troubleshooting, Iteration & Launch Preparation

Overview

In this final module of PLS-7, you'll synthesize everything you discovered during testing, fix critical issues, retest to verify fixes worked, create comprehensive support documentation, and complete your final pre-launch checklist to ensure your cycle is ready for real students.

What you'll accomplish:

• Compile and prioritize all issues discovered during testing

• Make configuration fixes in the admin portal

• Retest critical workflows to verify fixes worked

• Create a troubleshooting guide for your support team

• Document common student questions and answers

• Complete the final pre-launch validation checklist

• Prepare your team for production launch

Time: 20 minutes for initial review; allow additional time for fixes and retesting

Step 1: Compile All Issues Discovered

Gather all issues you documented during PLS-7A through PLS-7E testing.

Issue Compilation Template

Create a spreadsheet or document with the following columns:

Severity Definitions

Critical (Must Fix Before Launch):

• Blocks students from progressing (e.g., can't submit application, can't select room)

• Data integrity issues (e.g., applications not saving, tags not applying)

• Security or privacy concerns

• Applicability/visibility completely broken

High (Fix Before Launch, But Workarounds Exist):

• Confusing workflows that will generate support tickets

• Missing information that students need

• Validation issues on non-critical fields

• Pricing display problems

Medium (Fix Soon, Document Workarounds):

• Minor UI inconsistencies

• Non-critical features not working perfectly

• Confusing wording that can be clarified with support

Low (Nice to Have, Can Fix After Launch):

• Cosmetic issues

• Enhancements or feature requests

• Edge cases that rarely occur

Step 2: Prioritize and Assign Fixes

Organize your issues by priority and assign responsibility for fixes.

Issue Triage

1. Sort issues by severity (Critical first)

2. For each issue, determine: • Who can fix it? (Super admin, implementation team, support request) • Where is the fix made? (Form builder, cycle config, tags, etc.) • How long will it take? (5 min, 30 min, 1 hour, requires support)

3. Assign issues to team members if working collaboratively

4. Set target completion time for each fix

Categorize Fixes by Location

Cycle Configuration Fixes (Admin › Setup › Cycles):

• Applicability tags

• Phase dates

• Form assignments

• Document assignments

• Meal plan assignments

• Moving group settings

• Toggle settings (show costs, allow re-selection, etc.)

Form Fixes (Admin › Setup › Forms):

• Question wording

• Required field validation

• Conditional logic

• Help text

• Question ordering

Document Template Fixes (Admin › Setup › Document Templates):

• Merge field syntax

• Content/wording

• Signature box placement

Tag Fixes (Admin › Setup › Tags or Admin › Profiles):

• Creating missing tags

• Applying tags to profiles

• Applying tags to inventory

• Visibility settings (Public vs Private)

Other Fixes:

• Charge code pricing

• Meal plan configuration

• Inventory setup

• Ruleset adjustments

Step 3: Make Configuration Fixes

Work through your prioritized list, starting with Critical issues.

Fix Workflow

For each issue:

1. Navigate to the configuration area: Go to the admin section where the fix is needed

2. Make the change: Adjust settings, edit forms, update tags, etc.

3. Save changes: Ensure changes are saved/published

4. Document the fix: Update your issue tracking spreadsheet • Note what you changed • Mark status as "Fixed - Needs Retest"

5. Move to next issue

Common Fixes

Example Fix 1: Cycle Not Appearing (Applicability Tags)

1. Go to Admin › Setup › Cycles › YOUR cycle › General tab

2. Review applicability tags (And/Or/Exclude)

3. Adjust tags to match your intended student population

4. Save changes

5. Apply correct tags to test students in Admin › Profiles

Example Fix 2: Required Field Not Validating

1. Go to Admin › Setup › Forms › YOUR form

2. Click "Edit"

3. Find the question that isn't validating

4. Click question settings/gear icon

5. Toggle "Required" to ON

6. Click "Publish" to push changes live

Example Fix 3: Merge Field Not Populating

1. Go to Admin › Setup › Document Templates › YOUR template

2. Click "Edit"

3. Find the merge field that's broken (e.g., {{roomNumber}})

4. Verify correct syntax: {{roomNumber}} not {{room_number}}

5. Correct the field name to match available data fields

6. Save template

Example Fix 4: Meal Plans Not Appearing

1. Go to Admin › Setup › Cycles › YOUR cycle › Meal Plans tab

2. Verify meal plans are selected/assigned

3. Verify meal plan phase dates are active (start date = today or earlier)

4. Save changes

Step 4: Retest Critical Workflows

After making fixes, retest the specific workflows that had issues to verify your fixes worked.

Retest Workflow

1. Create fresh test students: For clean testing, create new test profiles (e.g., "Johnny Test 2", "Sarah Test 2")

2. Apply appropriate tags: Tag new test students to match testing scenarios

3. Retest the specific workflow: Go through only the workflow that had the issue • If application had issues, retest application submission • If room selection had issues, retest room selection • If documents had issues, retest document signing

4. Verify fix worked: Confirm the issue no longer occurs

5. Update tracking: Mark issue as "Fixed - Verified" in your spreadsheet

When to Retest the Full Journey

After fixing critical issues, do one complete end-to-end test with a fresh test student:

1. Create a new test student: "Final Test"

2. Complete the ENTIRE journey: • Submit application • Complete bio form • Form roommate group (or go solo) • Select a room • Sign documents • Select meal plan • Schedule move-in

3. Verify NO issues occur

4. This validates that all fixes work together and didn't create new problems

Step 5: Create Comprehensive Support Documentation

Compile all the support documentation you created during testing into a master support guide.

Support Guide Template

Section 1: Common Student Questions & Answers

Compile Q&A from PLS-7B through PLS-7E into one document.

Section 2: Known Issues & Workarounds

Document any medium/low priority issues that won't be fixed before launch:

Section 3: Escalation Scenarios

Document when front-line support should escalate to admins:

• "Student's application won't submit even though all fields are complete" → Escalate to super admin

• "Student selected a room but residency doesn't appear in admin" → Escalate immediately (data integrity issue)

• "Student can't see the housing application at all" → Check tags first, then escalate if tags are correct

Section 4: How to Fix Common Issues (For Admins)

Document admin-side fixes for common problems:

Step 6: Final Pre-Launch Checklist

Complete this comprehensive checklist to verify your cycle is ready for production launch.

Configuration Validation

Cycle Settings:

• ☐ Cycle name and display name are finalized and clear

• ☐ Residence start and end dates are correct for your term

• ☐ External term code matches SIS exactly (if applicable)

• ☐ Applicability tags tested with both eligible and ineligible students

• ☐ Exclusion tags tested to verify students are properly blocked

Application Phase:

• ☐ Application form published and tested end-to-end

• ☐ All form questions display correctly

• ☐ Required field validation works

• ☐ Conditional logic works (if configured)

• ☐ Tags apply correctly after submission

• ☐ Application phase dates set for production (not testing dates)

• ☐ Auto-accept settings verified (if using)

Roommate Phase:

• ☐ Bio form published and tested

• ☐ Bio visibility settings work (Public/Private)

• ☐ Roommate finder displays students correctly

• ☐ Tag-based filtering works

• ☐ Compatibility scoring makes sense (if configured)

• ☐ Group formation works

• ☐ Group size limits enforced (min/max tested)

• ☐ Roommate phase dates set for production

Room Selection Phase:

• ☐ Room browsing works correctly

• ☐ Room filtering works for all filter types

• ☐ Inventory visibility rules tested and working

• ☐ Room pricing displays correctly (if enabled)

• ☐ Individual selection tested and works

• ☐ Group selection tested and works

• ☐ Lottery configuration tested (if applicable)

• ☐ Re-selection works as configured

• ☐ Room selection phase dates set for production

Documents:

• ☐ All document templates assigned to cycle

• ☐ Document signing workflow tested end-to-end

• ☐ All merge fields populate correctly

• ☐ Signature boxes work properly

• ☐ Signed documents can be downloaded

• ☐ Document content reviewed by legal/compliance (if required)

Additional Forms:

• ☐ Additional forms assigned to cycle (if applicable)

• ☐ Additional forms tested and working

• ☐ Form submissions save correctly

Meal Plans:

• ☐ All meal plans assigned to cycle

• ☐ Meal plan selection tested and working

• ☐ Pricing displays correctly for all plans

• ☐ Default meal plan applies (if configured)

• ☐ Meal plan changes work (if enabled)

• ☐ Meal plan transactions created correctly

• ☐ Meal plan phase dates set for production

Move-In:

• ☐ Moving groups configured with sufficient capacity

• ☐ Time slots display correctly

• ☐ Students can schedule move-in appointments

• ☐ Rescheduling works (if enabled)

• ☐ Capacity limits enforced

• ☐ QR code generation confirmed (timing understood)

• ☐ Move-in instructions configured and display

Residency Dashboard:

• ☐ All assignment information displays correctly

• ☐ Roommate information displays (for groups)

• ☐ Meal plan information displays

• ☐ Move-in schedule displays

• ☐ Furniture inventory displays (if applicable)

Admin Backend:

• ☐ Applications created correctly in Admin › Applications

• ☐ Residencies created correctly in Admin › Residents

• ☐ Tags applied to applications and profiles

• ☐ Transactions created for housing and meal plans

• ☐ All data tied to correct cycle

Step 7: Production Date Configuration

After testing is complete and all fixes are verified, update your cycle dates for production launch.

Updating Phase Dates for Production

1. Navigate to Admin › Setup › Cycles › YOUR cycle

2. Go through each phase tab and update dates to your real timeline:

Application Phase:

• Start date: Your actual application open date (e.g., March 1, 2025)

• End date: Your actual application deadline (e.g., April 15, 2025)

Roommate Phase:

• Start date: When roommate finder should open (e.g., March 1, 2025)

• End date: When roommate matching closes (e.g., April 30, 2025)

Room Selection Phase:

• Start date: When room selection opens (e.g., April 20, 2025)

• End date: When room selection closes (e.g., May 10, 2025)

• Lottery configuration dates (if applicable)

Meal Plan Phase:

• Start date: When students can select meal plans (e.g., April 1, 2025)

• End date: Meal plan selection deadline (e.g., May 15, 2025)

Move-In:

• Move-in dates: Your actual move-in day(s) (e.g., August 14-15, 2025)

• Scheduling window: When students can schedule (e.g., July 15 - August 12)

3. Review the Phase Calendar to verify all dates are correct and logical

4. Save changes

5. Document the final production timeline for your team

Step 8: Team Training & Knowledge Transfer

Share your testing findings and support documentation with your entire team.

Knowledge Transfer Checklist

• ☐ Schedule team meeting to review testing results

• ☐ Share issue tracking spreadsheet with all team members

• ☐ Share support documentation (Q&A, troubleshooting, escalation)

• ☐ Demonstrate key workflows discovered during testing

• ☐ Assign support team members to review student-facing guides

• ☐ Create quick-reference cheat sheet for common issues

• ☐ Schedule mock support scenarios for practice

Support Team Readiness

Ensure your support team knows:

• How to access student profiles in admin portal

• How to check application status and responses

• How to verify tag assignments

• How to check residency assignments

• How to verify meal plan assignments

• How to check document signing status

• Where to find common configuration settings to troubleshoot

• When to escalate issues to super admins

Step 9: Sandbox vs. Production Migration Plan

Document what will and won't migrate from sandbox to production.

What Migrates to Production

Configuration (will be recreated in production):

• ✓ Cycle settings (you'll configure the same cycle in production)

• ✓ Forms (you'll publish the same forms in production)

• ✓ Tags (you'll create the same tags in production)

• ✓ Rulesets (you'll build the same rulesets in production)

• ✓ Document templates (you'll create the same templates in production)

• ✓ Meal plans (you'll configure the same meal plans in production)

• ✓ Charge codes (you'll set up the same charge codes in production)

What Does NOT Migrate:

• ✗ Test student profiles (Johnny Test, Sarah Test, etc.)

• ✗ Test applications

• ✗ Test residencies

• ✗ Test roommate groups

• ✗ Test transactions

• ✗ Any sandbox-specific test data

Production Readiness Tasks

1. ☐ Document all cycle configuration settings for production recreation

2. ☐ Export form templates for production import

3. ☐ Document tag structure for production setup

4. ☐ Document ruleset configuration for production recreation

5. ☐ Coordinate with implementation team on production migration timeline

6. ☐ Schedule production validation testing after migration

Step 10: Final Pre-Launch Checklist

This is your final checkpoint before declaring your cycle ready for production launch.

Testing Completeness

• ☐ Tested complete student journey with at least 3 different test students

• ☐ Tested both individual and group room selection

• ☐ Tested eligible and ineligible student scenarios

• ☐ All Critical issues fixed and retested

• ☐ All High issues fixed or documented with workarounds

• ☐ Medium/Low issues documented for future improvement

• ☐ At least one full end-to-end test completed without errors

Documentation Completeness

• ☐ Support Q&A document created

• ☐ Known issues and workarounds documented

• ☐ Escalation procedures defined

• ☐ Admin troubleshooting guide created

• ☐ Configuration settings documented for production migration

• ☐ Team training scheduled and completed

Team Readiness

• ☐ Support team trained on common issues

• ☐ Super admins know how to make configuration changes

• ☐ Escalation contacts identified

• ☐ Office hours or support schedule established for launch period

• ☐ Communication plan for students (launch announcements, tutorials)

Production Preparation

• ☐ Production cycle dates finalized (not testing dates)

• ☐ Phase calendar reviewed for production timeline

• ☐ Stakeholder sign-offs obtained (housing director, legal, finance)

• ☐ Production migration scheduled with implementation team

• ☐ Post-launch monitoring plan established

Step 11: Post-Launch Monitoring Plan

Plan for how you'll monitor your cycle after launch to catch any issues that only appear with real student traffic.

Week 1 Post-Launch Monitoring

Daily tasks:

• Check Admin › Applications for submission rate and errors

• Monitor support tickets/emails for common questions

• Review any application "Submitted" but not progressing (potential stuck workflows)

• Check for duplicate applications or data integrity issues

• Verify tags are applying correctly to real student applications

Issues to watch for:

• Low application volume (may indicate visibility problems)

• High support ticket volume about specific questions (may need form clarification)

• Students reporting "can't submit" (validation or browser issues)

• Repeated questions about same workflow (indicates confusing UX)

Week 2-4 Post-Launch Monitoring

Weekly tasks:

• Review roommate group formation rate

• Check room selection completion rate

• Monitor moving group capacity utilization

• Review meal plan selection distribution

• Check document signing completion rate

• Analyze occupancy trends

Continuous Improvement

• ☐ Document all issues discovered post-launch

• ☐ Update support documentation based on real student questions

• ☐ Track common support ticket themes

• ☐ Plan configuration improvements for next cycle

• ☐ Share learnings with Housing.Cloud team for product improvement

When to Contact Support

Even with thorough testing, you may encounter issues in production that didn't appear in sandbox. Contact Housing.Cloud support when:

• Data integrity issues (applications or residencies not saving)

• Integration failures (SIS sync errors, payment gateway issues)

• Widespread student impact (many students experiencing same issue)

• Security or privacy concerns

• Configuration issues you can't resolve with admin tools

• Feature not working as expected based on documentation

When contacting support, include:

• Whether this is sandbox or production environment

• Specific workflow that's failing (e.g., "application submission")

• Number of students affected

• Screenshots from both student and admin perspectives

• What you've already tried to fix the issue

• Urgency level (blocking students vs. minor inconvenience)

Key Takeaways

• Compile all issues discovered during testing and prioritize by severity

• Fix Critical and High priority issues before production launch

• Retest workflows after making fixes to verify issues are resolved

• Create comprehensive support documentation for your team

• Document known issues and workarounds for problems you can't fix immediately

• Update cycle phase dates to production timeline (not testing dates)

• Complete final pre-launch checklist before declaring cycle ready

• Establish post-launch monitoring plan for the first few weeks

• Sandbox test data does not migrate to production

• Configuration must be recreated in production environment

PLS-7 Complete!

You've completed all six modules of PLS-7. You've now:

• ✓ Prepared your testing environment with test students and active phase dates

• ✓ Tested the application journey and verified form functionality

• ✓ Tested roommate matching and group formation

• ✓ Tested room selection for individuals and groups

• ✓ Tested document signing, meal plan selection, and move-in scheduling

• ✓ Fixed critical issues and retested

• ✓ Created support documentation for your team

• ✓ Completed final pre-launch checklist

What's Next: PLS-8

Now that you've tested YOUR cycle from the student perspective and know it works correctly, you're ready to learn how to operate your cycle day-to-day from the admin perspective.

In PLS-8: Managing Applications & Assignments, you'll learn:

• How to review applications submitted by real students

• How to approve or deny applications based on YOUR criteria

• How to manually assign students to rooms using three different methods

• How to run auto-assignment using YOUR rulesets

• How to review match scores and finalize assignments

• How to use occupancy reporting for tracking and planning

Additional Resources

• Product Learning Homework: Try It Yourself Exercises - PLS-7 homework activities

• Product Learning Session Framework - Complete PLS roadmap

• PLS-6: Creating YOUR Housing Cycle - Review cycle configuration

• The Housing Selection Experience, for Students - Complete student journey guide

• Resident Portal Feature Checklist - Complete feature reference