Negative Service Indicators

The section includes explanations of various negative service indicators and associated processes.  While other service indicators exist, as advisors we generally deal with negative indicators that impact enrollment.

eAdvisor Off-track/Critical Tracking

Students may be off-track for many reasons.  For instance, a student may not realize the necessity of enrolling in a critically-tracked course, find that all sections of the critically-tracked course are full or do not work with his/her work schedule, or not pass a critically-tracked course, etc.  Advisors must review off track holds to make sure that there are no mistakes, and to verify that the hold makes sense given the individual circumstances. Common issues may involve a course not being picked up which fulfills the missing requirement, incorrect track term due to change of major or adding a concurrent degree, or a transfer course not yet evaluated which would meet the missing requirement.

Best Practices for 1st Time Off-Track

  • Verify that the student is off-track one semester by reviewing their tracking status.  Check the following:

    • See if student is taking pre-requisite courses for the critically-tracked course.  For example, a major may require that MAT 270 be completed in the 1st semester, but the student placed into MAT 170 for their 1st semester.

    • Check to see if the student recently changed his/her major or added a concurrent degree

    • Check to see if the course has been completed but is not being pick up by the system

    • Check to see if the requirement should be fulfilled by a transfer or cross-listed course that the system is not picking up (if this is the case, skip to “ Hyperlink for Tracking Override)

  • If student is completing pre-reqs or recently changed their major, skip to “Hyperlink for Retracking”

  • If student is truly off-track, discuss ways to get back on track and if student is still happy with their major choice.  Make sure to let them know that if they are off-track for 2 semesters in a row, he/she will need to change majors.

  • Write out upcoming semester plan to get back on track and any tutoring/success resources (if applicable)

  • If student would like to change out of the major, discuss other possibilities and provide contact information (walk-in hours) for other advising department and show them how to pull a what-if audit

  • Remove hold so student can register “Hyperlink for removing holds”. If student is waiting to complete a course to change into another major, remove hold and encourage to meet with other major advisor to discuss coursework. Explain that if they are unable to change his/her major over before becoming 2x off-track in his/her current major, he/she will have a hold on his/her account preventing enrollment for the next semester.  

  • Save PS notes

Best Practices for 2nd Time Off-Track
  • Verify that the student is off-track one semester by looking at notes in PS about recent change of major.  Also, see if student is taking pre-requisite courses for the critically-tracked course.  For example, a major may require that MAT 270 be completed in the 1st semester, but the student placed into MAT 170 for their 1st semester.

  • If student is completing pre-reqs or recently changed their major, skip to “Hyperlink for Retracking”

  • If off-track twice, discuss what the student is struggling with and other possible majors

  • Provide student with other advising department information and explain deadline to change major so courses are not dropped (the drop date can be found on the student’s MyASU hold)

  • Save notes

Re-tracking a Student
  • Access Advisor Tracking Tool in PeopleSoft        

  • Enter Student ID number

  • Click Search 

  • Click on the Plus Icon in the upper right corner

  • Use the drop down menu to select Reviewed

  • If the student is on-track due to courses the system is not reading, click the checkbox to the right of the course to put him/her On track by override

  • For other re-tracking situations, enter the correct number for Current Track Term

  • Click the drop down for Reason and choose the appropriate reason for the re-tracking

  • Add comment in the Comment field, if desired

  • Click Save at the bottom of the screen

  • Click the Reevaluate tab at the top of the screen

  • Click Request Evaluation

  • Wait for evaluation to process

  • Click Refresh

  • Click the Status tab at the top of the screen to ensure to the status has been updated to On-Track with a green check mark

  • Click the Tools tab at the top of the screen and choose to remove eAdvisor or S21 hold from the list of links

  • If a student is incorrectly off track and you are unable to resolve the issue, use the E-mail Feedback link on the Reevaluate tab to request assistance.

  • Save PS Notes

Transitional Advising

Content coming soon.

Pre-requisite Purge List

Content coming soon.

CLAS Advising Holds

Advising holds fall under the general service indicator category, which can be both positive and negative.  Generally, service indicator signal a student to certain tasks they need to complete or indicate something has resolved with their account.  Any indicator and restricts regular university services, such as enrollment, in any way is considered a negative service indicator.

CLAS advisors are able to apply enrollment holds when needed.  All of our holds fall under the S21 indicator code.

S21 Holds

LA - This hold requires contacting OSAP and is typically placed when students did not show up for orientation or need to contact the college for partial scheduling.

LA110 - Same as LA

LADPT - This hold is placed by advisors when the student needs to contact the advisor directly.

  • Follow-up from orientation (need scores/transcripts, testing)

  • Poor course choices

  • At-risk student outreach

LADSQ - This hold asks students to work with OSAP to develop a reinstatement plan.  This hold is generally not used since the university disqualification hold is applied during end of term processing.

LAPRO - This hold asks students to meet with their advisor to discuss probation.  This hold should not be used since some of the language is outdated.  Just use the LADPT reason.

Adding Holds

There are two methods for reaching the service indicator screen in order to add a hold.

Quick Method - If a student already has either a positive or negative service indicator already, you can simply click on one of these icons to avoid the two-factor authentication process.

Long Method - In the Student Service Center, click on the “general info” tab and complete two-factor authentication.  Then click on “edit service indicators.”

Both methods will take you to the following screen.  From here, click on “Add Service Indicator.”

Enter the appropriate service code and reason code.

Meeting With the Student

  • Explain why the hold was applied

  • Discuss current courses and progress as well as asking how everything is going

  • Open DARS and suggest courses for next semester based on where they are at in their major map

  • Show resources they may have forgotten - class search, finding Science & Society classes, TCG if taking summer courses elsewhere

  • Ask if there are any questions and answer appropriately


Before proceeding in this sections, please review the CLAS web page discussing academic probation.  Students must complete a CLAS Probation Success Plan prior to the removal of the probation hold.  The hold should not be removed under any circumstances until the student meets with an advisor and completes the Success Plan.  

Many possible strategies may be used to effectively complete the plan.

  • Require the student complete certain tasks prior to the probation advising meeting

    • Have the student read over the related policies prior to the meeting

    • Ask the student to identify university resources to discuss at the meeting

    • Ask the student to identify strategies to discuss at the meeting

  • Focus on discovery and plan formation during the meeting

    • Confirm the student understands the relevant probation and disqualification policies, but do not make this the focus of the conversation

    • Encourage the student to reflect on their experience and discovering the causes of the probation status

    • Ask probing questions about previous semesters - personal circumstances, difficulty with courses

    • Identify success strategies that directly address the causes of probation.  For example, if the student cites working too much as the primary cause, the goal might need to be attempting to work fewer hours or enrolling in fewer credits.

    • Make sure that the plan includes items that are specific and measurable.  Rather than listing “go to tutoring” as part of the plan, work with the student to specifically identify homework, projects, or exams where the student will likely benefit most from tutoring, and specify by what time the student will utilize the service.

    • Develop a realistic GPA goal.  Students can continue as long as they reach a 2.0 semester GPA.  The plan should focus on realistic improvement rather than complete transformation.

    • If not yet taken, advise the student to enroll in UNI 220 as part of the Probation Success Plan and discuss what the class entails and that it will be a requirement to graduate

  • If necessary, give the student tasks to complete immediately after the meeting in order to complete the Success Plan and remove the hold

    • Have them type out the plan that was discussed

    • Have them use the GPA calculator to determine their cumulative GPA if the GPA Goal is met


Students who fail to gain a 2.0 fall or spring semester GPA while on academic probation will be disqualified from further attendance at Arizona State University.  *Students cannot be disqualified without a term GPA (e.g. after a complete withdrawal).

Students disqualified at the end of a semester will have the option to submit a written appeal to the college.  An appeal should state the circumstances leading to disqualification, how these circumstances will be overcome in the future, and a plan for improvement in the following semester.  The CLAS Disqualification and Probation page includes both the appeal form, the submission deadline for the current semester, and some guidance on how to fill out the form, also listed below.  Anyone approved will be placed back on probation.  Anyone denied will stay disqualified.

Some Tips for Completing the Disqualification Appeal Form

Be honest, thorough, and reflective in your responses.  The appeal form includes the following prompts:

  • What circumstances hindered your success last semester?

  • What circumstances hindered your success in previous semesters?

  • Explain how these circumstances no longer affect you, or discuss how you are now managing these concerns.

  • Did the probation success plan you signed with your advisor help you in any way? Describe what did and did not help. What would you change in a new probation contract to be more successful next semester?

For the first two prompts, focus mostly on the circumstances that have affected you and ways that you may have created this situation for yourself.  If you have made mistakes, this is your opportunity to own them.  Keep in mind that a student does not become disqualified after a single semester or because of a single class.

For the third prompt, discuss how you are currently dealing with those circumstances.  Please be very honest regarding your current situation.  We realize that most situations that affect student’s success do not just go away but rather have to be managed and overcome.   

For the last prompt, focus on what specific behaviors and habits you will implement in order to be more successful.  Discuss how you will organize yourself as a student, how you will ensure that you are making good academic choices, and say how these strategies will help overcome any concerns that may impede your progress.

CLAS Disqualification Policy

Students must sit out at least one year after disqualification; readmission will be decided by OSAP.  Students are encouraged to meet with OSAP after disqualification to discuss what they can do in order to gain readmission after one year.  If the student works with OSAP early in their year out, the college can form a clear plan with the student to gain readmission.  They will also have to meet with OSAP in order to be considered for readmission.

About three months prior to sitting out a full year, OSAP will send out communication to all students nearly eligibility to return.  We do this in order to inform the students of the readmission process and to encourage them to engage with earlier if they are planning re-apply.

Advisor Responsibilities:

  • If a student just received notification (or prior to notification), explain the appeal process on CLAS website and deadline.

  • If the deadline has passed, explain to the student that disqualification lasts at least one year  and refer to CLAS

  • Further explain the deadline is final and appeal decisions are final.  The student should contact OSAP to discuss a readmission plan to return after one year.