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This article will explain the process followed when a bulk incident is reported by Pearson Vue regarding Candidates impacted due to COVID-related shutdowns, hours of operation changes, or forced rescheduling.

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Process

1. CSC opens a Bulk Incident ticket in JIRA following the standard Bulk Incident process

   1. CSC will indicate in the incident description that the incident is regarding COVID rescheduling

2. IT will create the incidents for all candidates indicated in the JIRA ticket

3. IT will determine if the affected Candidate is eligible for a registration extension.

   1. Refer to the “Determining if a Candidate is eligible for an extension” section of this document.

4. If eligible for an extension, IT will process the extension

   1. Refer to the “Procedure “Procedure to extend registration” registration” section of this document.

5. IT will update the list of affected Candidates provided in the Jira ticket with

   1. the corresponding Incident number

   2. indication if an extension has been processed

   3. the new registration expiration date

   4. the email address notified of the extension

6. The updated list will be sent back to the Reporter of the Jira ticket AND will be saved in the S:\EXAM SERVICES^^COVID-19\Incident Extensions folder.

Determining if a Candidate is eligible for an extension

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1. Update the impacted registration

   1. Set the Registration Expiration date to the new date determined in the “Determining if a Candidate is eligible for an extension” section of this document.

   2. The text “Registration extended to MM/DD/YYYY Per MGMT - RADACH” will be added to the end of the notes (MM/DD/YYYY will be replaced with the date set to the notes)

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Related articles

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1. Add the impacted registration to the nightly Pearson Vue File

2. Add a note to the Covid Extension Log for reporting and tracking purposes

3. Send an email to the Candidate announcing the extension using the “Extension Email Template.docx” found below.