View and manage all support cases created in Wisenet from LRM > Cases

1

Who can see which support cases?

Roles and viewing permissions

Owners, Admins, Powerusers and Users can view, create and update support cases.

Trainers and Student Support can only view the support cases they are assigned/subscribed to.

Restricted Support Cases

A support case can be marked as Restricted.

Only the Assigned staff member, staff members from the Assigned Team, and subscribers can view the support case.

NOTE: LRM Owners can adjust settings to allow them to see all restricted support cases.

For more info on Restricted support cases, see step 4 on this page.

2

Search and View Support Cases

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

3

Update a Support Case

You can update a case at any time to keep information accurate and ensure workflows stay on track. Regular updates help your team maintain visibility, accountability, and timely resolution.

Common Updates

• Change Case Status
  Update the status to reflect the current stage of the case (e.g. Open, On Hold, Solved). This makes it easy for all stakeholders to see progress at a glance.

• Reassign Case
  Transfer ownership to another staff member or team when additional expertise, escalation, or workload balancing is required.

• Send a Reply or Leave an Internal Note

  • Replies: Communicate directly with learners.

  • Internal Notes: Record staff-only information, providing context or instructions without notifying the learner.

• Edit Case Details
  Adjust attributes such as category, priority, due dates, or related records to ensure the support case reflects the most current information.

See How to Update a Support Case

4

Managing a Restricted Support Case

You can control who can view a support case by using the IsRestricted toggle.

• Restricted cases: Only the assigned team, assigned staff, and any subscribers can view the case.

• Unrestricted cases: The case can be viewed by all users.

Restricting a Case

1. Open the support case and go to the Case Details section.
2. Turn the IsRestricted toggle ON.
   1. A confirmation message will appear: “Turn on visibility restriction.”
3. Select Yes to proceed.
4. If you are not part of the assigned team, the assigned staff, or a subscriber, you will see a warning when you try to save:
   “You are going to lose access to this case. Are you sure you want to continue?”

Removing a Restriction

1. Go to the Case Details section of the restricted case.
2. Turn the IsRestricted toggle OFF.
3. A confirmation message will appear asking you to confirm that you want to remove the restriction.

Best Practice

Use restrictions only when necessary to protect sensitive or confidential information. Overusing restrictions can limit collaboration and make it harder for staff to assist with support cases.

See How to Update a Support Case

5

Export Support Case data

Export selected support case records using Data Exports.