| Support Category: User Account | No Account |
| Specialist Notes: |
Some GSA Employees or Contractors may misguidedly or mistakenly end up creating a Learning Academy account via the self-register option. This will cause the system to not create their OLU accounts since the email is already registered under an LA account.
When a user with a @gsa.gov email address contacts us about login or account, if you notice they have a Learning Academy account in the system, please use this SR to gather information and escalate a ticket.
If the user comes into the Learning Academy room, please switch them to OLU before creating/escalating the ticket.
IMPORTANT! After you provide the SR and escalate a ticket, please advise them to check HRLinks to ensure the information is entered correctly if they're an Employee or contact their COR to make sure they're entered in GCIMS if they're a Contractor. |
| Standard Response: |
Thank you for your patience! We verified you may have registered for a Learning Academy account with your @gsa.gov email address, which caused a setback in the process of your OLU (Online University) account being created as OLU accounts are created automatically by the system with data from HRLinks (if you're an Employee) or GCIMS (if you're a Contractor) within 1-2 weeks from your start date. To resolve your issue, we will need to escalate a ticket to the GSA Administrators for further assistance. For the ticket, could you please provide the information below?
1. Could you kindly share with us whether you were instructed to register for a Learning Academy account and if so, by whom?
2. Are you a Federal Employee or a Contractor?
3. What is your start date?
4. What is the name and email of your Supervisor?
