Please do not enter personal data. Please reference candidates by ID #.
(*  required field)
  • Use this category when you need footage or evidence from the test center in order to investigate a candidate complaint.

Site Operations DVR Request

CPR Incident *
Reason for Request: *
 
Additional Documents or Materials Needed:
Select the areas where DVR footage is needed: *
Please do not include any sensitive data as part of 'Other' option. If you have to include candidate information, demographics etc., note them under 'Additional Information and Instructions' section below; this field is encrypted for security.
  • Use this category for instances when a candidate has been turned away from testing due to ID issues, and is disputing the decision by the Test Center Administrator (TCA).
  • Use "Site Notification" instead to notify sites of future allowable ID discrepancies.

Identification

  • Use this category for lab services

Lab Services

  • Use this category when you are authorizing a departure from the Client Practice for an individual candidate in advance of the test day, such as allowing an ID discrepancy in advance or permitting the use of scratch paper.

Site Notification

What is the discrepancy between? *
  • Use this category when you need assistance scheduling a candidate with testing accommodations, inquire if accommodations can be added to an existing appointment,  inquire whether Prometric can support a specific type of accommodation, or request investigation of a candidate complaint about their accomodations.

Test Accommodation Inquiry

Scheduling Option: *
  • Use this category to request a candidate's electronic log file for review. (Please note: for paper sign-in logs, please use Site Operations DVR Request option)

Log File Request

  • Use this category to request the image captured during a candidates check in process, if applicable. If you would like video of candidate please request DVR footage as this only accounts for when the candidate initially checks into the testing center.

Image File Request

  • Use this category when you need additional information regarding a technical or operational issue reported by a candidate from testing.

Test Delivery Inquiry

  • Use this category when a candidate has escalated a need for assistance with making or maintaining an appointment.

Scheduling

Where would the candidate like to test?
 +
  • Use this category when an individual candidate or group of candidates is unable to find an available appointment, or a group of individuals want to test in a specific market together.

Seat Availability

What time frame are appointments not available based on your needs?
 +
 +
Is there a testing window which applies? *
 +
 +
  • Use this category when you are experiencing an issue updating an active eligibility. Do not use this category to try to add Testing Accommodations to an eligibility that has already been used to schedule an appointment.

Eligibility Update

  • Use this category when you need to know the status of an appointment, such as scheduled, no-show, cancelled.

Appointment Status Inquiry

  • Use this category when you need an electronic result for a candidate who has tested.  Only use this category when you know that someone has tested.

Missing Results

Testing Mode: *
Impacted candidates: *
 +
 +
  • Use this category to request additional information regarding either a security incident in which Prometric has filed a Center Problem Report (CPR), or when a candidate has reported a new security incident to you, such as a whistleblower.  Do not use this category to request DVR footage or log sheets.

Security

Please do not include any sensitive data. If you have to include candidate information, demographics etc., note them under 'Additional Information and Instructions' section instead. This field is encrypted for security.
  • Use this category when you need to request re-transmission of appointment information if you are a client using the Appointment Transaction Service.

ATS Resend Transaction

                                                 or
 +
Requested file will be placed in the pre-established secure location for your program. (for e.g. SecureShare2, FTP)