A support case can be created via the Learner App, directly in Wisenet, or by a Learner emailing the support case email (found in Support Case Settings > General Settings).

1

Create Support Case via LRM

1. Navigate to LRM > Cases
2. Click Create New Support Case
3. Enter a Requester (i.e. a Learner)
4. (Optional) Select a Course Enrolment
5. (Optional) Select a Unit Enrolment
6. (Optional) Select a Category
   1. This will populate the case with the category defaults for:
      1. Assignee
      2. Assigned Team
      3. Is Restricted
      4. Priority
   2. If you don’t select a category, you may select these fields yourself.
7. (Optional) Select one or more Subscribers
8. Enter a Subject
9. Enter an Initial Internal Note
   • This will not be sent to the Requester.
10. (Optional) Upload files
11. Click Save.

NOTE: When a case is Restricted, only certain people can view it. Learn more: Restricted support cases

2

Other ways support cases are created

Via the Learner App

When a Learner creates a new support case via the Learner App, it comes into LRM as a support case. The Learner must select a Category for the support case, so any defaults that you have saved for the category will be applied to the suport case.

Via email

When someone emails the organisation at the support case email (found in Support Case Settings > General Settings), a support case is created for that email.

Emails forwarded to the support case email will also create a support case.

In both cases, you must manually assign the support case to the correct Learner.