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Wisenet

      How to update the status on a Support Case

      Put a support case On Hold when you are waiting for more information from the Learner.

      Mark a support case as Solved when the issue has been resolved.

      Reopen a support case that is On Hold or Solved when the support case needs further action.

      Archive a support case when the issue no longer needs to be resolved and no further action is needed.

      Merge support cases for duplicate or related issues.

      1

      Put a Support Case on Hold

      You can put open support cases on hold.

      1. Navigate to LRM > Cases
      2. (Optional) search and filter data.
      3. Click on the Case Number or Subject to open the Support Case Details page
      4. Click Place on Hold

      2

      Mark a support case as Solved

      1. Navigate to LRM > Cases
      2. (Optional) search and filter data.
      3. Click on the Case Number or Subject to open the Support Case Details page
      4. Click Solved.

      3

      Reopen a support case

      You can reopen Solved or On Hold support cases.

      When a Learner sends an email on a Solved or On Hold support case, the support case is automatically reopened.

      1. Navigate to LRM > Cases
      2. (Optional) search and filter data.
      3. Click on the Case Number or Subject to open the Support Case Details page
      4. Click Reopen.

      4

      Archive a support case

      Only Solved support cases can be archived.

      1. Navigate to LRM > Cases
      2. (Optional) search and filter data.
      3. Click on the Case Number or Subject to open the Support Case Details page
      4. Click Archive

      If a Learner emails on an archived support case, the support case will NOT be reopened.

      5

      Merge a support case

      Only support cases with the same Requester (i.e. Learner) can be merged.

      When a support case is merged:

      • The merged support case is closed. You cannot reopen the support case.
      • All Subscribers from the merged suport case are copied to the primary case, unless the primary support case is restricted.
      • If the merged support case Assigned Staff is different to the primary support case Assigned Staff, the merged support case Assigned Staff will be added as a Subscriber to the primary support case.
      • An internal note is added to both support cases to record the merge.

       

      1. Navigate to LRM > Cases
      2. (Optional) search and filter data.
      3. Click on the Case Number or Subject to open the Support Case Details page
      4. Click Merge
      5. Select a support case to merge into
      6. Click Continue
      7. Click Confirm and Merge