When you get a user via chat or ticket, please identify if the user is experiencing a training-related issue or an account related issue. 

Account Issue - Kindly confirm the type of employment and hire date and, if you have you have access to the LMS, you can verify if they have an account and or check the account status/information. Then, proceed to locate the appropriate SR to use based on what the issue is. 

Should you not have access to the LMS, ask in Teams (provide the employment type and start date in the Teams post). If you do not get a response in Teams within 5 minutes, please let the user know you will create a ticket so they can be further assisted AND collect as much information as possible (organization or burau they work for, supervisors name and email address) to include in the ticket. 

Training Issue - Please ask user to provide the full title of the training, then you can either check the course type and status in the LMS, ask in Teams OR assist the user with navigating to transcript and requesting a screenshot. If the user pushes back on screenshot, gather as much information about the issue as possible and create a ticket. Otherwise, please proceed to locate the appropriate SR to use depending on the training type (VILT/ILT). If the issue is with a web based course, troubleshoot as normal and create a ticket if issue persists.