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. Select a Category
7. Select an Assignee
8. Select an Assigned Team
9. Set the Is Restricted toggle to YES or NO
   • Learn more: Restricted support cases
10. (Optional) Select one or more Subscribers
11. Set the Priority
12. Enter a Subject
13. Enter an Initial Internal Note
    • This will not be sent to the Requester.
14. (Optional) Upload files
15. Click Save.

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

You must manually assign the support case to the correctLearner.