1. Confirm the customer's identity via email

L3 customers do not have a CID/DOB listed in our NetID Utility Tool. Just like the L3 NetID Recovery process, we can confirm their identities by confirming a random string sent to the email address they used to register for their course(s). See Lifelong Learners (L3) - Troubleshooting the Enrollment Process.

If a customer contacts us via chat or email about changing their L3 email address or name, please inform them of their case number and instruct them to contact us via phone.

Can't verify the customer's identity? Sometimes the customer no longer has access to their registration email address, which may be why they need it updated. If you cannot verify the customer's identity for any reason, please indicate that in the email template below where it says "Confirmed Identity Using L3 Procedure? (Y/N)." Include a note describing what prevented you from verifying the customer's identity.

2. Send change request to appropriate department

Copy/paste the following message into a Help Desk Formatted Email:

Hello, Please update information for the following Lifelong Learner: * Learner's PVI: * Learner's full name: * If applicable, new full name: * Email address used during the learner's registration and payment for this course: * If applicable, new email address: * Confirmed Identity Using L3 Procedure? (Y/N): Thank you, [NAME] DoIT Help Desk

Note: PVIs can be found in the Help Desk NetID Utility under "Publicly Visible Identifier".

1. Once the information has been filled in, please send the email to the support staff in the department through which the Learner registered (e.g. School of Pharmacy, Division of Extension, etc). This email address can be found in the L3 Support Tool or Lifelong Learners (L3) - Program Contacts. As a backup, if necessary, the request may instead be sent to a DoIT team at csis-support@g-groups.wisc.edu.
2. Send the email within the same incident used for the customer's request. (Do not use your own email!)
3. Let the customer know that the Program Contact will make the necessary changes and follow up with the customer directly.
4. Add a Journal Note with any necessary notes.
5. Classify case as Lifelong Learners --> General --> Referral to Program Contact (see Lifelong Learners (L3) Handling Information) and resolve.
6. If the Program Contacts sends us an email confirming the change has been made, smile, nod, and re-resolve.

Note: Please refer to the Lifelong Learners (L3) - Program Contacts in case you intend to update your email address and/or mailing address.

L3 Program Contacts will update the Learner's information accordingly. If necessary, L3 Program Contacts will also work with Canvas to get the information updated in that system.