There may be cases where you receive users belonging to LMSs you do not have access to. To avoid sending unnecessary emails or potentially providing incorrect information, it is requested that you follow the steps below:
- If you do not have clearance to access a client’s LMS, post a request for assistance in the designated Teams channel.
- Wait up to 5 minutes for a response from someone with the required access.
- If no response is received, create a ticket for completion by an authorized team member.
NOTES FOR TICKET PROCESSORS!
In the event that the ticket has not been resolved and more research into the user’s issue must be conducted, kindly leave the ticket for those with access to the LMS. If a team member with access is not present, set the ticket status to Pending and make a note in the Tickets channel in Teams.
If the issue has been resolved, kindly process the ticket as normal. |
