When a user has the “Trusted Collaborator” flag, it means that they can be directly escalated to Learn@UW without gathering full handling. Please try to do any troubleshooting and handling that the collaborator is open to trying, but it is not necessary. An example of the flag in WiscIT is shown below:

Note: There are not perfect criteria to determine when to/not to escalate. Use your best judgement and error on the side of escalation whenever the end user is concerned or expressing frustration. This procedure is a pilot procedure, and should only be used in exceptional Learn@UW situations with this flag.