Frequently asked questions

• Best Way To Submit A Help Ticket to Noverant Support

   

   

   

  Thank you for choosing Noverant LMS as your online training service! At Noverant Support, we strive to ensure that your issues, tasks, or requests are resolved in a timely manner and provide follow-up to ensure you are given adequate support. This Client Support Guide provides you with information on:

  • When to contact Noverant Support.
  • How to contact Noverant Support.
  • What must be included in a Support Request ticket.
  • What happens after Noverant Support is contacted?

   

  When Should I Contact Noverant Support?

  If your need or request is related to your internal business process of users, support emails from users, their access to training, or user information, contact your Primary LMS Administrator for assistance. 

  If your need or request is related to technical support, LMS system access, reports, or automation or your issue or request cannot be solved by your Primary LMS Administrator, then your Primary LMS Administrator should contact Noverant Support.

   

  How To Contact Noverant Support?

  Noverant Support can be contacted in two ways:

  • The Zendesk Portal - This is the most recommended and highly suggested option. Once submitted, a support ticket will be sent from our support team indicating that your request has been received and is being reviewed. 

    Use the link below to create an account with our Zendesk portal. Its best if you are an existing client to use the same Email as you used to submit tickets to Noverant Support to see your previous tickets.

        Link to the Zendesk Portal: https://noverant.zendesk.com/hc/en-us

   

  • E-Mail help@noverant.com – While we do not recommend this step to contact support, we understand that there could be an organizational preventive measure to only send by Email.

   

  What Must Be Included In A Support Request Ticket?

  In the portal, we emphasize the importance of giving Noverant support more than enough information to begin the work on your request. Before you are able to submit a request, you must include the following information from these fields.

   

  

   

  What happens after Noverant Support is contacted?

   

  After Noverant Support receives your request, we will respond with an initial response within the next hour. This initial response is to confirm that we have, in fact, received the support request and are beginning to look into it. Our goal here is not to exactly solve the request(although it can happen), but it is to ensure that your request is being reviewed and is in our queue.

  The next update on this request will come no later than two business days. Whether it has been escalated to one of our internal teams or we need more information from you, you will be updated. The status of the ticket will often change from new, open, pending, and solved. Here's the breakdown of the statuses

  New – Highlighted in yellow; this indicates that the ticket has been initiated by you, and our support team has not yet responded. This is how each ticket status will begin until you receive a response from Noverant Support.

  Open – Highlighted in red; this means the ticket has been initiated and is now in Noverant Support working manner. This likely means we are working to find a solution or more information on the request.

  Pending – Highlighted in blue; this signifies that the ticket is being reviewed and awaiting a response from a source other than the Noverant Support team. This usually indicates support is awaiting a response to a question to you, or an update from our internal team.

  Solved – Highlighted in dark grey; this is the end status of the ticket. This means that the request/issue has been fulfilled, and there is no further work needed to be completed on the ticket. We always want to make sure that you are able to indicate to us if the ticket is solved, however, a ticket left in pending status awaiting your feedback will be solved after 7-10 days. These tickets are always able to be reopened in the portal simply with a reply.

   

  We appreciate your partnership and continued trust in Noverant Support. Our goal is to make your support experience as seamless and efficient as possible so you can stay focused on your organization’s training goals. By following the steps outlined in this guide, you help us ensure that every request is addressed promptly and accurately. Thank you for working with us to keep your LMS running smoothly. We look forward to supporting your continued success with Noverant.

• Troubleshooting Guide

  Thank you for choosing Noverant LMS as your online training service! At Noverant Support, we strive to ensure that your issues, tasks, or requests are resolved in a timely manner and also provide follow-up to ensure you are given adequate support. 

  This Troubleshooting Guide gives quick and efficient answers and suggestions to our most frequently asked questions that can be resolved by you the client first. If these answers or suggestions do not work, please do not hesitate to submit a request to our support team.

   

   

  Why do I not see users in the group after I assigned training?

  Is the available date in the future? If so, then the assignment wont show until the assignment is available.

   

  A recurring assignment isn’t showing for users and this is the timeframe it should now be available

  Check the audit trail of the learning object, if there was a change to the recurrency rule, you must perform the “Update Recurrencies” from the learning object actions dropdown.

   

  A user(s) cant get a completion on an assignment because it is “awaiting signature” but who should sign it to complete it

  First, check the learning object E-signature routing. If it is looking for a manager or approving manger, go to the group and ensure there is someone listed in those spots. If no one is listed, you will have to add someone there to complete the E-signature for the user’s assignment.

   

  Why cant I force complete an assignment for this user while having the correct privileges.

  If this is an optional training, these assignments are not allowed to be forced completed from the learning event. Optional trainings are determined by the user and they are able to remove the training.

   

  A user that is able to view rosters and verify session attendance cannot perform the task

  A user cannot verify attendance for a course that they do not have ownership of. Regardless of if they are a group admin or group manager, if the course is owned by an OU that is above them, they cannot record attendance. Yes, the user has to be an admin of the group that owns the course. 

   

   

  How are some users not showing for particular assignments on the group dashboard?

  For the occurrence of users seemingly missing from the group assignees list for the associating assignment, this is because the users assignment is status as "Complete(Expired)". In this panel we do not show users with that status for associating assignments as this dictates the assignment is no longer in compliance for that user.

   

   

  User(s) are not able to gather a completion status after taking their E-learning assignment

  This is likely due to the user not clicking exit from within the module but instead closing out the tab. This would give the user an in-progress status. You can have the user go back into the module and look for the exit button in the module. Alternatively, you can force complete the assignment from the assignment actions dropdown for the user. 

   

  How do I remove an assignment from a user that was accidentally given?

  Once you're on the user's assignment detail page, scroll down to the assignment history section. From here expand the section and locate the "assignment actions" dropdown. From the dropdown, you should see the "Remove Assignment" option. In the event you do not see the remove assignment option in the dropdown, please submit a support ticket for further review

   

  I’m having trouble logging in

  1.Make sure you're using the correct domain.  The domain should end with /protected/home

  2. If you do not see the username or password fields, you can reveal them with the command Ctrl backslash

   

  I have users in UMIT file that need to be removed but they’re still active in the LMS after the file is processed

  Check the user’s groups in the LMS, it is likely that they are in a group with Ignore By Automation enabled.

   

  I reactivated a user using UMIT but they did not receive a welcome E-mail

  When a user is re-activated, they do not receive a welcome E-mail. If you know the users who are reactivated you can send a resend welcome E-mail to the users.

   

  Is there a way to bulk update users passwords through UMIT or a bulk file

  There is currently not a way to bulk update users passwords.

   

  When looking at audit trails I see “Updated by Anonymous”. Who is this referring to?

  This "updated by anonymous" on the audit trail means a "system"(LMS) change was made. This ranges from syncs being made to correct assignment dates, or even an automation task.

   

  How can I add a note or comment to a users profile without impacting an assignment?

  You should create a document or pdf file with the information and add as an attachment to the user’s profile.

   

  When I uploaded a bulk file I receive the error this course/group/assignment does not exist in the system but I know it exist in the LMS.

  This is likely due to a couple of reasons listed below:

  1. Check that the spelling matches in the system with the spelling in your file, including punctuation marks.
  2. Make sure there are no spaces in the file or that the spaces match in the file as it is in the system.
  3. Try copying and pasting the name from the system into the file and testing for accuracy.

   

  Why Is The E-Learning Not Working?

  1. First check the E-Learning on the SCORM Cloud website https://app.cloud.scorm.com/sc/guest/SignInForm. This is a free service that ensures the module is working as expected which isolates the problem to the LMS. If the E-Learning in scormcloud is not working then that points to an issue within the module, which we recommend reviewing the module and/or republish

  2. Be sure the manifest is included in the zip file

  3. Do not upload the E-Learning file from a shared drive, rather make sure it is uploaded via "Desktop"

• Email Notification Templates: Uses and Details.

   

  

  Thank you for choosing Noverant LMS! This article provides you with information on:

  • Each Email Template Used in Noverant LMS

  Emails generated from the LMS use templates that are created with customizable HTML and plain text. 

   

  

   

  We suggest using the link below as a guide to understand the use and intention of each template before requesting customization.

  Email Notification Templates: Uses and Details

   

  Here is a suggested article for Requesting an Email Template Change

  Requesting Change To Email Template