Support Category: User Account | No Account


Specialist Notes:


Internal (global) employees' accounts are created manually. There are (2) scenarios we should expect for account creation requests: 


SCENARIO
ACTION
End-User reaches out to us directly

1. If the End-User reaches out to us directly, please provide the standard response to collect the necessary information needed. 


2. Then, create a ticket to escalate an account creation request to the administrators.
Administrator reaches out to us on behalf of End-User
You can expect requests submitted directly from the administrators via ticket; Marcia Morita Sherman (marcia_moritasherman@eisai.com) or Andrew Pachuta (andrew_pachuta@eisai.com).

When this occurs, no action is required by the End-User Support. Marcia and Andrew will complete all necessary step; they will open a ticket to record the new user being added to the system and request to have it closed. This process was set in place for these numbers to be included in monthly reports.


           

 NOTES FOR TICKET PROCESSORS!


Please use the following ticket processing articles base on the scenarios listed.


1. No Account (End-User) | Escalation to Admin – To be used when an end-user reaches out to us directly.
2. No Account (Administrators) | Procedure – To be used when an administrator reaches out to us to create an account for an end-user.  

 

Standard Response:


Thank you for your patience! Unfortunately, we were unable to locate an account for you under the email address provided. To submit an account creation request, we will need to create a ticket. For your ticket, can you provide us with the following information?

1. What is your region?
2. What is your position or job title/role?