Contextual support

Describe the situation

A support request is clearer when it explains the activity in progress. Include the organization or unit involved, the training or page accessed, and the expected result. Then describe what happened and any error message displayed.

Avoid describing the situation only as an access problem. Saying that a lesson does not appear after enrollment, for example, helps distinguish a navigation difficulty from a pending training assignment.

Essential information

Do not send passwords or other people’s personal information in a request. If a screenshot would help, first check whether it contains information that is unnecessary to understand the difficulty. In care organizations, this also applies to information about people receiving care.

When the issue involves an internal responsibility, such as confirming registration, also contact the person responsible at your organization. They can check whether access and training were made available to the correct role.

Support history

Keep the request reference and follow responses through the channel used. If the situation changes, add new information to the history when possible. After receiving guidance, confirm whether you could complete the activity. This feedback helps distinguish an effective solution from a difficulty that still needs follow-up.