Knowledge base
Eisai University
Client Information
4
System Requirements
Mobile Devices
Internal IT Help Desk Contact
Proxy
Login-Related
2
SSO | How to Login
SSO | Login Issue
Account-Related
4
Employees | Internal
Non-employees | External
Multiple Accounts
Account Deactivation Request
Training-Related
2
WBT
ILT/ VILT
Master System Check - All Clients
Browser Related Inquiries
5
What is a Browser?
Why Should I Disable My Pop-Up Blocker?
What Does Clearing My Cache Do?
How to Copy and Paste | Windows
How to Return to Course Window
Chrome Windows & Mac | Latest
11
Allow Pop-ups, Sound and Images
Pop-up Blocker
Allow Images
Allow Sound
Clear Cache | Windows
View all 11
Microsoft Edge | Latest
6
Allow Pop-ups and Images
Allow Images
Clear Cache
Adjust Zoom
Enable Cookies
View all 6
Firefox Windows and MAC | Latest
6
Pop-up Blockers
Clear Cache
Java
Zoom Settings
Enable Cookies
View all 6
Mac Safari | Latest
6
Pop-up Blockers
Clear Cache
Screen Resolution
Zoom Settings
Enable Cookies
View all 6
iPad Help
5
Safari | Disable Pop-Up Blockers
Safari | Allow Cookies
Safari | Clear Cache
Chrome | How to install on an iPad
Chrome | Disable Pop-up Blockers
Android Help
1
Chrome | Disable Pop-Up Blockers
Java
7
Java Install
Java Security Exceptions
Java Security Levels
JavaScript Security
Clear Java Cache
View all 7
Links
2
System Check Link
3. Current Version of JAVA Link
Ticket Processing - All Clients
Ticket Processing
20
General Admin Escalation
Login Request Response
Negative Rating (If user was upset but instructor assisted user properly)
No Account | Escalation to Admin
No Issue Stated | Not Enough Information
View all 20
Ticket SR Templates
16
Initial Email – V1 (Resolved)
Initial Email – V2 (Issue, expecting Response)
Initial Email – V3 (Inquiry/Request, expecting Response)
Initial Email – V4 (Update after Escalation)
Initial Email – V5 (Relaying Updates to User from Admin)
View all 16
Screenshot Requests
6
Requesting Screenshot for Completion Issue/Request
Screenshot Request for Course Completion Issue/Request – Module within Course
Screenshot Request for Course Completion Issue/Request – Multiple Modules
Screenshot Request for Course Completion Issue/Request – Multiple Courses
Screenshot Request for Course Completion Issue/Request - Known Course Completion Issue
View all 6
Chat Escalation Template
1
Ticket Summary Template
