Creating an LMS Case
Overview
An LMS Case serves for requesting access to the LMS (Learning Management System) software.
Note: This LMS case functionality is not available for all users.
The LMS Case can be created either via the Support Wizard or via the Case Creation form.
- Support Wizard: Enables you to create a Case by guiding you step by step through the case creation process.
- Case Creation form: Enables you to create a Case via a one-page Case Creation form
Creation via Support Wizard
1. In the CGM PORTAL, go to the Support Wizard using one of the following entry points:
a) On the Dashboard at the top on the right side, click on "Support Wizard".
b) In the navigation bar on the left, click on the '+' button and select "Support Wizard".
c) In menu Support, click on "Fix an Issue with Support Wizard".
2. Select option "LMS Assistance":
3. If your user belongs to a customer with a branch/subsidiary), you have to select the respective Account for which the Support Case should be created.
Otherwise, you will continue with the Product selection.
4. Select the respective Product for which you want to create the case.
5. Select the Category. The proposed Categories might differ depending on the selected Product. Depending on the product, you might also have to select a sub-category.
6. Enter the details for the LMS Case (subject and description).
7. Optional: Upload a file.
Note: When uploading a file, the system will show a pop-up asking you to confirm that the file does not contain any protected health information (according to HIPAA regulations). If you do not confirm, you will not be able to upload the file.
8. Optional: Before submitting the LMS Case, you can preview the Case via button "Preview".
9. Click on button "Send" to submit the LMS Case.
10. The system displays a success message and provides the following options:
- Case Details: Navigates into your submitted LMS Case to display its details.
- Support Dashboard: Navigates to the Support Dashboard.
Creation via Case Creation form
1. In the CGM PORTAL, go to the "Create Case" functionality using one of the following entry points:
a) On the Dashboard at the top on the right side, click on "Create Case".
b) In the navigation bar on the left, click on the '+' button and select "Create Case".
c) In menu Support, click on "Create Case".
2. In the form, select case type "LMS Assistance" and maintain all mandatory fields.
3. Optional: Upload a file.
Note: When uploading a file, the system will show a pop-up asking you to confirm that the file does not contain any protected health information (according to HIPAA regulations). If you do not confirm, you will not be able to upload the file.
4. Optional: Before submitting the LMS Case, you can preview the Case via button "Preview".
5. Click on button "Send" to submit the LMS Case.
6. The system displays a success message and provides the following options:
- Case Details: Navigates into your submitted LMS Case to display its details.
- Support Dashboard: Navigates to the Support Dashboard.