Hello [Client] Administrators,  

Can you assist us with the following course [launch, progress, completion] issue, please? 

User: [First Name] [Last Name] 

User ID/Username (Optional):  

Email Address: 

Issue: [Course Launch Issue, Course Progress Issue, Course Completion Issue] 

Request: [If a user has completed a course several times, frustrated, or is requesting for the course to be marked completion, you can include: Course Completion Request] 

Course Name: [Full Name of the Course] 

Summary: [Describe the issue that was reported by the user and provide any relevant information regarding the issue] 

Example: Jane contacted End-User Support to report a course launch issue. She stated when she launches the course, it loads continuously for about 5 minutes then she receives an error message ‘some sort of error’. We troubleshooted the issue in End-User Support chat and later via email support. Please see the system check results and troubleshooting steps below. Unfortunately, the issue persisted for the user after troubleshooting. 

System Check Results:  

Troubleshooting Steps [Pointers]:  

- Example: Popups were disabled 

- Example: Cache was cleared 

[If you asked the user to switch to another browser, provide the system check results for the other browser along with the troubleshooting steps – use the same format as above]: 

Screenshot: Please see screenshot attached. [If the user does not provide a screenshot, make a note in the escalation] 

Additional Information:  

[Can include: 

- Test the course (if available/possible to duplicate the issue) 

- Note your findings about testing the course (Example if you replicated the issue or if the course worked successfully)] 

Please advise – thank you in advance!