Goal: A secondary check to see that courses are properly being created.
Permissions: Agents doing Triage
OCCURRENCE: One to three hours after when a course session is completed.
OBSERVATION: This ticket should always be created after the completion of the first session in a course. Its an automated ticket generated by the LearnCenter software. If it is working properly, it should show the number of attendees that received this notification and the number of courses it is managing. The Host, GET line and other information at the top are only relevant to Tier 3 technical support for troubleshooting. You can optionally go to the class listing on the admin page and check to see if there were some classes that recently had their first session in the past couple of days. However some of these notifications may show up rogue so in most cases checking is not necessary.
ACTION: If the ticket looks similar to the above, set Group to Tier 2 User Experience, set Type to Comment, (No Answer Needed) and then close the ticket. Otherwise, if it does NOT look like the above, or if there is no matching ticket, then escalate to Tier 3.
SOURCE: MYLC or EMDC