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 Case Creation form or via the Support Wizard.
- Case Creation form: Enables you to create a Case via a one-page Case Creation form
- Support Wizard: Enables you to create a Case by guiding you step by step through the case creation process.
Creation via Case Creation form
1. In the CGM PORTAL, go to the Create Case functionality using one of the following entry points:
a) In the navigation bar on the left, click the '+' button and select Create Case.
b) In the SUPPORT menu, click Create Case.
2. In the Case Creation form, select case type LMS Assistance and maintain at least all mandatory fields.
| Field | Description |
|
Type |
LMS Assistance |
|
Account |
Select the account for which the case should be created. You can search for all name components or the City. |
|
Product |
Select the product for whic hthe case should be created. |
|
Category |
Enter the respective Category type. |
|
Subject |
Enter a suitable descriptive title for this case. |
|
Description |
Enter a detailed description for this case. |
3. Optionally, upload a file. A list of supported file types can be found here: Supported File Types For Attachments.
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 it by clicking Preview.
5. Click 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.
Creation via Support Wizard
1. Navigate to the Support Wizard using one of the following procedures:
a) In the navigation bar on the left, click on the '+' button and select Support Wizard.
b) In the SUPPORT menu, click Create Case.
2. In the Case Creation view, click the Support Wizard button.
3. Select LMS Assistance.
3. If your user belongs to a customer with a branch/subsidiary), you have to select the respective Account for which the LMS 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. Optionally, upload a file. A list of supported file types can be found here: Supported File Types For Attachments.
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 it by clicking Preview.
9. Click 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.