L3 is a system that will provision a NetID for any non-credit learner in order to access campus LMS resources after they have registered for a program. Registration can be facilitated through a vendor registration system or on an ad hoc basis through the course offering school, division, college, or other organization. L3 enables anyone in the world to sign up for a UW-Madison online course and get NetID access to Canvas or other Campus LMS materials. 

L3 Organizations include: College of Agricultural and Life Sciences (CALS), Computer Science (CS), Division of Continuing Studies (DCS), Division of Extension (EXT), Division of Pharmacy Professional Development (DPPD), Interdisciplinary Professional Programs (InterPro), Information School (ISCH), Language Institute (LI), Nelson Institute for Environmental Studies (NI), Pesticide Application Training (PAT), Professional Learning and Community Education (PLACE), School of Medicine and Public Health (SMPH), Wisconsin School of Business (WSB).

Lifelong Learners may access LMS materials and courses across organizations with a single NetID.

• Service Users: non-credit learners taking courses at UW Madison
• Availability: N/A
• Server Information: N/A
• Unique Support Conditions:
  • Learners should follow Lifelong Learners (L3) - Enrollment Process but occasionally need help completing the process.
  • Learners will receive a “Get Started” email with a unique link to begin the process of obtaining a non-credit NetID.
  • A member of Lifelong Learners should identify themselves as such and will have the L3 flag in Cherwell.
  • In most situations, though not all, their entry in LDAP will likely not contain a date of birth and only have a predicted CID but they will still be listed as eligible for NetID. For unique identity verification process, please see Lifelong Learners (L3) - Troubleshooting the Enrollment Process.
  • If a Lifelong Learner contacts the Help Desk because they are unable to access their course(s), confirm it has been 24 hours. If yes, direct them to their Canvas dashboard. For details, see Lifelong Learners (L3) - Enrollment Process.
  • L3 Admins support groups acknowledge incidents within 1 business day and resolved within 1-3 from the time they come in.
  • Help Desk agents may need to refer customers to their Program Contact found in the CSIS L3 Support Tool. For details, see Lifelong Learners (L3) - Troubleshooting the Enrollment Process.
  • If unable to determine program contact via the CSIS L3 Support Tool, please refer to Lifelong Learners (L3) - Program Contacts.
  • When referring a customer, for tracking purposes please still capture the WiscIT required information below and resolve. This is for continual evaluation and process improvements.

Select an appropriate service, category, and subcategory from the options below.

• Lifelong Learners 

  • General

    • Referral to Program Contact - To determine program contact, use the CSIS L3 Support Tool as outlined in Lifelong Learners (L3) - Troubleshooting the Enrollment Process. If unable to locate the Learner in the CSIS L3 Support Tool, use Lifelong Learners (L3) - Program Contacts. Once referred, for tracking purposes capture the required information below and resolve.

    • Enrollment - For use when re-sending the "Get Started" email through the CSIS L3 Support Tool.

• NetID Account Management

  • If a customer has a standard NetID issue, follow normal NetID documented procedures outlined in NetID Account Management Handling Information

For ALL incidents, gather the following minimum required information:
✔ Clear, detailed description of the problem
✔ Complete customer contact information

Copy/paste the following additional required information into the WiscIT Description field:

Course they are taking: L3 Organization/Program: Program contact email: Copied support link from the CSIS L3 tool: Clear, detailed description of the problem (please include screenshots, URLs, etc):

Example Case:

• Course they are taking: Private Applicator Training
• L3 Organization: Pesticide Application Training (PAT)

See Support Conditions

Note: This section outlines the full procedure as shared between the Help Desk and SNCC. If you are viewing this doc in the Help Desk KB, steps performed by SNCC Staff will be in italics; if viewing the doc from the SNCC KB, staff should see Help Desk steps in italics.

For a visual depiction of this workflow, see the following image: Process Diagram

1. The Help Desk receives one or more customer contacts for an issue that is identified as a potential outage.

2. HDQA checks the outages page for any related open planned outages. HDQA then chats SNCC via Service Support Chat Room and confirms an outage should be declared.

3. If an outage is identified, SNCC should immediately begin creating an Outage.

4. HDQA receives the Incident from the agent(s) who handled the initial contact(s).

5. HDQA creates a problem in Cherwell by selecting New > Problem. HDQA then fills out the fields in the Identify and Classify section of the Problem with the information they gathered from the Incident(s). For assistance with Problem creation, reference: Help Desk Training - Create a Problem in WiscIT without the Problem Manager or Help Desk Training - Create a Problem in WiscIT with the Problem Manager.

   

6. When the Problem has been created and saved, HDQA clicks the team name in the Owned by pane and assigns the Problem to 'SNCC-Sysops' or 'SNCC-Network' as directed by the service handling doc or SNCC staff.

   

7. SNCC receives the Problem and links the Problem to the Outage from the Problem screen.

8. HDQA links the original Incident(s) and any additional relevant Incidents they have received to the Problem. For instructions on performing this step, see WiscIT - Linking an Incident to a Problem.

9. As calls continue to come in, Help Desk agents should link the Incidents to the Problem themselves. Level 1 agents should simply save the Incident at this stage; do NOT resolve these Incidents or escalate them to HDQA.

10. When the outage is resolved, SNCC will go into the open Problem and select the Resolve Attached Incidents link on left side of screen; this will email all customers that their Incidents should be resolved. The email will direct customers to contact the Help Desk if they believe the issue is still occurring.

    

11. If the problem needs follow-up investigation, SNCC will assign the Problem to the appropriate team.

None.