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Last revised: 27th July 2015 © Finpa Australia 1 | P a g e
How to request technical support
Overview
This document describes the process to follow for getting technical support. Requests for technical support can be submitted via email or by using the
Technical support link in the system. This document describes both.
Requirements
You need to have a user account with site admin or assessor privileges on your FinPa LMS site.
Note
The terminology for different components of the learning management system may differ in your site, as each is a customisable term able to be changed
through System settings Terminology. For example Participant may be Student in your system.
In this guide, the terms used are the default terms, for example Courses, Classes, Participants, Participant groups, Assessor, Trainer.
Last revised: 27th July 2015 © Finpa Australia 2 | P a g e
FinPa support
FinPa support is only available to users with admin role privileges and is there to assist you with technical difficulties you may be experiencing using the
system. The finpa support email address ([email protected]) is not a contact for participants and should not be used to address issues relating to
course content or participant queries.
The list below gives some examples of participant queries that should not be forwarded as a FinPa support request.
I’m having difficulty accessing my assessments.
I don’t understand Question 4, Assessment 3.
The system shows my progress for a course as 60% but I have completed it.
The answer to the revision question 4 is wrong.
I can’t upload my completed assessment document.
The system is showing my assessment result as ‘Not yet competent’ but I answered the assessment questions correctly.
These types of queries should be handled by your own participant support process.
Examples of instances when a support request should be forwarded to FinPa support include when:
a link to an assessment is not working
the system is behaving strangely
you are receiving an error message
you need help to perform a system task (for example, you don’t know how to apply a course credit for a participant who has already demonstrated competency in a particular unit).
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Submit a support request via email
Requests for technical support can be submitted via email or by using the Technical support link in the system. Go to the next section for instructions on
submitting requests via the Technical support link.
In order to submit a support request via email, follow these steps.
1. Send an email to [email protected] with a summary of the issue in the subject field. For example, ‘Assessment link not working.’
2. Describe your support request in the email, including (where applicable):
the address of the web page you are experiencing problems with
the course/unit name and code
the time and date the problem occurred
a clear description of the issue
the words of an error message
a screen capture showing the issue.
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Note: If this is the first time you have submitted a support request, you will receive a FinPa Support welcome email. Click the link in the email to create a username and password. If you do not create a username and password, your support request will not be received.
You will receive a Request received email confirming that your request has been received.
Once your request has been received, it will be handled by FinPa Support. Any further communication regarding the request will be sent to your email address.
Last revised: 27th July 2015 © Finpa Australia 5 | P a g e
Last revised: 27th July 2015 © Finpa Australia 6 | P a g e
Submit a support request via the Technical support link
When you log in using a user account that has admin role privileges, you will reach the Management screen, also known as the dashboard.
In order to submit a support request from within the system, follow these steps.
3. Click on the Technical support link at the bottom of the screen.
Last revised: 27th July 2015 © Finpa Australia 7 | P a g e
The Technical support page opens in a new tab/window.
4. Click the Fill in a form link.
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The FinPa Support pop-up window opens.
5. Type a description of your support request in the main text box of the FinPa Support form, including (where applicable):
the address of the web page you are experiencing problems with
the course/unit name and code
the time and date the problem occurred
a clear description of the issue
the words of an error message.
6. Type a short summary of the request in the Summary of your request field.
7. Type your email address in the Enter your company email address field.
8. Click Submit.
Last revised: 27th July 2015 © Finpa Australia 9 | P a g e
Last revised: 27th July 2015 © Finpa Australia 10 | P a g e
A notification will display to confirm that your request has been submitted.
Note: If this is the first time you have submitted a support request, you will receive a FinPa Support welcome email. Click the link in the email to create a username and password. If you do not create a username and password, your support request will not be received.
You will receive a Request received email confirming that your request has been received.
Once you have submitted a support request, it is received and handled by FinPa Support. Any communication or queries relating to your request will be sent to your email address.
Last revised: 27th July 2015 © Finpa Australia 11 | P a g e
View and update a request
Each time a support request is received or updated, you will receive an email with a link to your request.
To view the status of a support request, follow these steps.
1. Open the email you’ve received with the issue number (the email subject will begin with [Request received]).
2. Click the issue number link or the link at the bottom of the message. (Both take you the FinPa Support page.)
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The Login to FinPa Support page opens in a new window/tab.
3. Enter your email address and password and click Sign in or log in using one of the other options.
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The FinPa Support page opens.
4. Click the drop down arrow next to your name at the top right of the screen and click My activities.
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The My activities page opens showing a list of your requests. The status of each request (Open or Solved) appears in the column on the right.
5. Click the link of the request you want to view.
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The request details screen displays showing the correspondence relating to the request.
6. If you need to add any additional information to the support request, type it in the text box and click Add reply.
Alternatively, you can reply to the email you received.
Once the issue has been solved, the status will change to Solved.
Note: If the status is Solved but the issue is still occurring, notify the support team by adding a reply and it will be reopened.