1. Go to L3 Support Tool to access the CSIS Database.
2. Ask the customer’s first and last name and email address.  Verify that the customer has access to the email address.
3. Click “Send Identity Verification Email” which sends the customer an email with a random string of numbers.  The code will then appear in the Lookup.
4. Once the customer reads the code back to you, you have verified their identity and may troubleshoot further.

The customer gets the following message from noreply@doit.wisc.edu:

Thank you for contacting the DoIT Help Desk!

Please provide the number below for identity verification via our phone conversation.
86033
Please let us know if you have any other questions!

Best regards,

DoIT Help Desk
(608) 264-4357 ( Also online at https://wiscit.wisc.edu )
Sunday - Saturday, 7 AM - 11 PM

One of the most common reasons a Lifelong Learner contacts Help Desk is to resend the “Get Started” email for the online course. The reason may be:

• Learner does not have a NetID
• “Get Started” email went to their junk folder or to a different email address
• Learner forgot they received the email

To resend the Get Started email:

1. Ask for the customer’s first and last name and email address.
2. Go to the L3 Support Tool.
3. If not already done, verify identity using the directions above.
4. Verify the course they have registered for (if there are more than one.)
5. Click “Send Get Started Email”
6. Verify that the customer received the email.

Verify the customer’s identity as outlined above. Once they have verified, you may provide the user with their NetID and/or reset their password: Help Desk - NetID and NetID Password Reset Procedures. Once reset, resolve case and classify according to Lifelong Learners (L3) Handling Information.

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.

If there are issues that remain unresolved, further questions should go to the administrators of the course's department/program/organization. The contact information for administrators is also in the L3 Support Tool. (Note: Lifelong Learners is a very decentralized campus offering. there is not a consistent campus-wide term for L3 Program Contacts. L3 admins may use "L3 Org" or something similar since it was coded into the CSIS Database.)

1. Identify the Program Contact / L3 Organization email address in the new L3 Support Tool (CSIS Database).
2. Copy the support email using the tool and send it to the Learner's email.
3. Resolve case with required call information filled in from Lifelong Learners (L3) Handling Information. This is for tracking and continual improvement purposes.

For post-enrollment questions like the following, please contact your program directly:

• After enrollment, where do I find course information, such as the start date and how to access the course?
• What is the contact point for invoices and/or bill questions?
• What is the contact point for certificate of completion?