Help Desk Ticket Types
| Ticket Type | Type Description |
|---|---|
Access |
|
| Access- Unable to access via Smartcard | I can't login to STEPP with my customary CAC/PIV card. |
| Access- Unable to access via Username and Password | I can't login to STEPP with my username and password credentials. |
Accommodation |
|
| Accommodation request/508 compliance issue | I have an on-site accommodation request or website request regarding Section 508. |
Account |
|
| Account- International student | I am a foreign national student and would like to take training courses in STEPP. |
| Account- Multiple accounts - request to merge multiple accounts | I have multiple accounts in STEPP and need assistance having them merged. |
| Account- Unable to create MyAccess account with DOD CAC | I am unable to register my CAC/PIV in MyAccess. |
| Account- Request to update profile | I need assistance to update the email address or demographic information in my STEPP account. |
ACE |
|
| ACE Digital Badges | I want to request ACE Credit/Digital Badge, or I have a question regarding ACE accreditation or digital credentials. |
Certificate |
|
| Certificate- Unable to locate/obtain certificate | I am unable to claim or download my certificate of completion after completing a course. |
Course |
|
| Course- Content question | I have a question regarding specific information within a course. |
| Course- Enrollment needed | I am unable to enroll myself into a course. |
| Course- Freezing | I am unable to progress because the course or course video is locking up. |
| Course- Navigation issue | I am unable to progress due to an issue with the course navigational buttons. |
| Course- Not bookmarking | I am forced to start from scratch because the course did not bookmark my progress. |
| Course- Not marking completion | The course or system does not recognize my successful completion. |
| Course- Unable to launch | I cannot view the course pop-up window when I click "Launch Course". |
| Course- Unable to locate | I am having issues locating a course on the site. |
| Course- Other functionality issue | I am experiencing a course issue that is not encompassed by the other ticket types. |
Curriculum |
|
| Curriculum- Question | I have a question regarding the qualification or completion of a curriculum. |
Education |
|
| Education- Program/course question | I have a question regarding the Education program or a course within. |
Exam |
|
| Exam- Need next attempt | I am unable to unlock the next attempt at an exam after retaking the course. |
| Exam- Not available | I am unable to access the exam after course completion. |
Password |
|
| Password- Did not receive password reset email | I was unable to receive the automated password reset email. |
Prerequisite |
|
| Prerequisite- Not honored | One or more of my prerequisite courses are not honored for a class or curriculum. |
Registration |
|
| Registration- Status/Help request | I would like more information regarding my registration status for a course. |
Site |
|
| Site- Error received from site | I have received an error message on the site. |
SPeD |
|
| SPeD- Question | I would like assistance with a SPeD-related question. |
Transcript |
|
| Transcript- Official transcript request | I would like to request my official training transcript. |
| Transcript- Unable to locate a course in transcript | I have completed a course but am unable to find it on my transcript page. |
Unenrollment |
|
| Unenrollment- Request to unenroll | I would like to be unenrolled from a class. |
Other |
|
| Other | My issue does not fall under one of the above categories. |