An enterprise POC would request to add attributes such as a Vendor name, Location, Country in the enterprise website

Workflow:

• Login to the respective enterprise website with admin credentials
• Navigate to Administration => Attrtibutes list
• Click on Bulk attribute upload and select the respective dropdown from Element and upload a spreadsheet as per the sample file

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
SuryaPrakash	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

An Enterprise POC requests Livewire support to assign a special role (Learner, Admin, Trainer, Course Admin) for a user

Workflow:

• Login to the respective enterprise website with admin credentials
• Click on User => User list. Search for the respective user and select the user profile
• Click on Select action => Add Role
• Click on the checkbox of respective role (requested by the enterprise) and click Save button

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
SuryaPrakash	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

An enterprise POC or Sify developer team requests Livewire support to create new course and test it in staging environment

Workflow:

• Collect the necessary documents or course related details from the developer team or the enterprise POC
• Login to the respective enterprise website with staging credentials for testing purpose
• From the navigation bar, click on Course => Course list => Create Course and choose the type of course as shown in the below picture and enter the Title provided and click on Save button
• From the Course List screen, select the respective course. Click on Actions => Edit Course from the bottom of the screen and fill in all the course related details

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
SuryaPrakash	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

An enterprise POC requests to enroll one or more courses for a list of users

Workflow:

• Login to the respective enterprise website with admin credentials
• Navigate to Course => Bulk Enrollment => Bulk Enrollment
• From the next screen, Select Course / Curriculum from the Element dropdown and upload a spreadsheet as per the sample file

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
SuryaPrakash	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

An end user is unable to launch a course / gets an error prompt when launching a course

Workflow:

• Make sure to check with the user that he/she had allowed pop-ups / disabled any pop-up blocker extensions in the browser
• Guide the user to clear browser cookies, cache memory, and relaunch the course again. Suggest user to try launching the course using a different browser
• In some case, user might have already launched the course once and could be trying to launch another instance of the same course
• Advise the user to check for any open window in his/her browser which must be closed to launch the course without any trouble

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
SuryaPrakash	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

An end user is logged in for the first time into his/her enterprise website and don’t happen to see any course enrolled under his/her account

Workflow:

• Collect the details necessary to make sure that the users had logged in to the correct enterprise website
• Make sure to enroll the necessary courses for the respective user using the course enrollment or bulk enrollment steps
• Write an email to the requested user confirming that we have enrolled the requested courses under his/her enterprise LMS account and request them to login to check for the same

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
SuryaPrakash	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

An enterprise POC or Sify developer team requests Livewire support to create dummy users and sometimes enroll courses post creating users. This would be requested for internal use or testing purposes

Workflow:

Note: Creating dummy user is very much like creating a new user. However, we have to choose our own words to fill the mandatory fields

USER CREATION:
• Login to the respective enterprise website with admin credentials
  
  • Ahli bank: https://sify.ahlibank.om
  • Indostar: https://indolearn.sifylivewire.com/localLogin
  • NetApp: https://netapp.sifylivewire.com
  • My academy: https://myacademylms.sify.net
  • Sify Partner: https://sifypartner.sifylivewire.com
• Hover the mouse over User from navigation bar and navigate to User List
• Click on Create User, fill in the mandatory fields and click Save to create a Dummy/New user

COURSE ENROLLMENT:
• Navigate to Course => Course List from the navigation bar
• Under All Courses, use the Search bar to search respective course(s) and click on them
• Click on Actions button from the bottom of the page and select Curriculum or Course Enrollment based on the Enterprise’s User Interface
• Click on the course(s) name and check all the check boxes (if available) and then click on Enroll
• From the next screen, search and select the user(s) and click on Enroll to see if the course(s) successfully enrolls or is enrolled already

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Naveen Kumar	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	2.0	07/03/2022	12/12/2022
SuryaPrakash	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

An enterprise POC requests to enroll one or more users in a specific course

Workflow:

Note: This is very similar to enrolling the course for a new or dummy user

• Login to the respective enterprise website with staging credentials for testing purpose
• Navigate to Course => Course List from the navigation bar
• Under All Courses, use the Search bar to search respective course(s) and click on them
• Click on Actions => Curriculum or Course Enrollment based on the Enterprise’s User Interface from the bottom of the page
• Click on the course(s) name and check all the check boxes (if available) and then click on Enroll
• From the next screen, search and select the user(s) and click on Enroll to see if the course(s) successfully enrolls or is enrolled already

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
SuryaPrakash	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

LMS escalation matrix to be reviewed on quarterly basis and signed off

Escalation Matrix

Level	Delay in response	Name	Designation	Contact number	Email ID
Level 1	ETR + 1 hours	Mr. Dinagar V	Project Manager	97104 18482	venkatesan.dinagar@sifycorp.com
Level 2	ETR + 2 hours	Mr. Julian Dmonte	Deputy Manager	79046 66508	julian.dmonte@sifycorp.com
Level 3	ETR + 3 hours	Mr. Raja Uppuluri Sekharam	Deputy General Manager	99625 18664	raja.sekharam@sifycorp.com

Support Teams

Backend/Developer Team	Assignment Group	Service Request Type	Contact person	Reason
Portal Support Team	PORTAL_SUPPORT	SYSOPS Application Configuration	Narendiran K kubandiran.narendiran@sifycorp.com	To get the file from server, to get the size of content, to execute the give command and get the results, update Certificates
Portal Support Team	PORTAL_SUPPORT	SYSOPS-FILE DEPLOYMENT	Chandrasekar M D chandrasekar.deenadayalan@sifycorp.com	File deployment Request in Production instance or Server
DBA Team	L1 Database	Database Backup and Application Job	Narendiran K kubandiran.narendiran@sifycorp.com	Issues related to database (Customer course details or status not reflecting, bulk data request and so on)
MITS Network	MS Network	PUBLIC IP Configuration	Narendiran K kubandiran.narendiran@sifycorp.com	Port, VPN or Server related issues
AWS Operation Team	AWS OPERATIONS	AWS LB configuration	Narendiran K kubandiran.narendiran@sifycorp.com	To get month wise reports on each domain, Certificate update, Enable or Disable servers
MITS Network	MS Network	FIREWALL POLICY ISSUE	Narendiran K kubandiran.narendiran@sifycorp.com	Port opening in production Server

An enterprise POC is unaware of running a report to extract course information, user information, etc.

Workflow:

• Login to the respective enterprise website with admin credentials
• Navigate to Reports => Reports catalog. Avoid clicking on further options and click once again on Reports catalog to get the below list of options
• Advise enterprise POC on the help they need with the report. Livewire Support technician may also extract and send across reports to the POC if requested
• User Details can be used to find the status of all the users in the system while Training Detailed Report can be used to find the progress of any course of the user(s)

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
SuryaPrakash	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

An end user encounters an error while launching the course, “You have exceeded maximum number of attempts”

Workflow:

• Double check the name of course(s) with the user and get an approval from enterprise POC to increase the maximum number of attempts for the respective course
• Login to the respective enterprise website with admin credentials
• Click on Course => Course list, select the respective course. Under Actions, click on Course enrolment
• From the next screen, select the check box of the respective course(s) and click on Enrolled List
• Search for the respective user and check if the Remaining Attempts is 0 for that particular course
• If Remaining Attempts is Zero(0), increase the Total Attempts by editing the Attempts Update and click on Update after adding the attempts

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
SuryaPrakash	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

End user(s) of an enterprise may have paid for a course and would like to get their e-learning credentials or reset the password as they might have forgot the credentials

Workflow:

• Login to the respective enterprise website with admin credentials
• Navigate to User => User List. Search for the active user and click on user profile
• From the Select Action box, click on Reset Password
• Navigate to Workflow => Event notification => Event notification mail list and search for recent activity of the specific user and click on View option from the right side of the activity
• Write an email to the user with the password that was reset

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
SuryaPrakash	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

An end user requests Livewire support to change the status (In progress/Completed) for a course. This usually happens when an end user completes the course, however; the status and course completion certificate will not reflect in production environment.

Workflow:

• Get an approval from the respective enterprise POC to proceed with the same
• Post confirmation, raise a ticket to DBA support team with the below query,
  
  update ng_enrolment set completion_date='2020-10-17 17:35:46',assess_status='PASS',course_status_key='tco',score='90',attempts='1',parent_status='tco',parent_completion='2020-10-17 17:35:46' where user_id=249 and course_delivery_id=22;
  update ng_course_launch_details set grade='90',`status`='tco',`attempt_no`='1' where userid=249 and delivery_id=22;
  Host: livewireprodrds.ce824equxvjx.ap-south-1.rds.amazonaws.com
  Database: tenant_netapp
• From the Select Action box, click on Reset Password
• Navigate to Workflow => Event notification => Event notification mail list and search for recent activity of the specific user and click on View option from the right side of the activity
• Write an email to the user with the password that was reset

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
SuryaPrakash	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

An end user is unaware of extracting a certificate from LMS website

Workflow:

• 1. Advise user to login to the enterprise website and navigate to User => My Certificates
• Click on View on the right side of the respective course and the user will be able to view the certificate
• 2. User can click on their profile icon at the top right corner of the enterprise website and select Profile
• Click on Accomplishment => View next to My Certificates
• 3. Click on Details button of the respective course under Completed courses tab from user account

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
SuryaPrakash	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

An enterprise POC encounters an error while trying to run a report

Workflow:

• Login to the respective enterprise website with admin credentials
• Navigate to the page where the error is encountered
• Take a snap of the error and forward it to the development team
• Raise a ticket as per development team request. Extract the database of the enterprise and let the development team work on it

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
SuryaPrakash	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

An end user would be unable to login to their respective LMS website

Workflow:

• Indostar enterprise has an Active Directory method using Ramco for their users to login to LMS. At times, users may encounter login issues due to AD
• Provide users with the direct login link for Indostar https://indolearn.sifylivewire.com
• Request users to choose Active Directory method and login using their default password
• If the issue persists, use the below troubleshooting steps in end user computer
• Access the link https://adfsservices.sifylivewire.com/module.php/core/frontpage_welcome.php
• Click on Authentication => Test configured authentication sources => Ad-indostar => Login with end user credentials => Click to view AuthData
• The user should be able to see the Attributes (their profile details.) If they don’t see such, request users to contact their AD team

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
SuryaPrakash	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

An enterprise POC requests Livewire support to unenroll course(s) for user(s)

Workflow:

• Login to the respective enterprise website with admin credentials
• Navigate to Course => Course List from the navigation bar
• Under All Courses, use the Search bar to search respective course(s) and click on them
• Click on Actions => Curriculum or Course Enrollment based on the Enterprise’s User Interface from the bottom of the page
• Click on the course(s) name and check all the check boxes (if available) and then click on Enroll
• From the next screen, search and select the user(s) and click on Unenroll to see if the course(s) successfully unenrolls or is not enrolled

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
SuryaPrakash	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

An end user requests Livewire support to change the status (In progress/Completed) or Completion date for a course assigned to one or more user(s.)

Workflow:

• Get an approval from the respective enterprise POC to proceed with the same
• Post confirmation, raise a ticket to DBA support team with the below query,
  
  UPDATE `ng_enrolment` SET `completed_by`='2021-11-27' WHERE course_id=25 AND user_id=5276;
  Host: livewire-production-rds.ce824equxvjx.ap-south-1.rds.amazonaws.com
  Database: tenant_iibf
  
  Note: The above query and Host is unique for every other user and enterprise. Always confirm the query with development team
• After the query is executed in production server, inform the end user with the resolution

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
SuryaPrakash	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

End user(s) / enterprise POCs request Livewire support to edit their profile details such as username, phone number, managers, etc., as they might be unable to edit the same from their end

Workflow:

• Login to the respective enterprise website with admin credentials
• Navigate to User => User List. Search the requested active user and click on View button followed by Edit button from the user profile
• Edit the necessary fields and click Save

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
SuryaPrakash	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

An enterprise requests Livewire support to create users and sometimes enroll courses post creating users

Workflow:

USER CREATION:
• Login to the respective enterprise website with admin credentials
  
  • Ahli bank: https://sify.ahlibank.om
  • Indostar: https://indolearn.sifylivewire.com/localLogin
  • NetApp: https://netapp.sifylivewire.com
  • My academy: https://myacademylms.sify.net
  • Sify Partner: https://sifypartner.sifylivewire.com
• Hover the mouse over User from navigation bar and navigate to User List
• Search the given user(s) and if the user(s) doesn’t exist in Active state, search with all possible state of existence. Proceed with course enrollment if the user exists on the website
• Click on Create User, fill in the mandatory fields and click Save to create a Dummy/New user

COURSE ENROLLMENT:
• Navigate to Course => Course List from the navigation bar
• Under All Courses, use the Search bar to search respective course(s) and click on them
• Click on Actions button from the bottom of the page and select Curriculum or Course Enrollment based on the Enterprise’s User Interface
• Click on the course(s) name and check all the check boxes (if available) and then click on Enroll
• From the next screen, search and select the user(s) and click on Enroll to see if the course(s) successfully enrolls or is enrolled already

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
Naveen Kumar	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	2.0	07/03/2022	12/12/2022
SuryaPrakash	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

An enterprise POC sends a list of users to Livewire support to deactivate their profile

Workflow:

• Login to the respective enterprise website with admin credentials
• Check the status of given list of users from User => User List => Search box
• After confirming the last working day with the given list, deactivate the respective user(s) using the below step
• Click on the respective user profile, click on Select action => Inactive
• If there is an error encountered, check with the Development team. The given user(s) might be a manager i.e. he/she might have some users assigned under him/her
• In this case, we must change the manager of the assigned users and deactivate the given user(s)

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
SuryaPrakash	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

End user(s) of an enterprise would like to get their e-learning credentials for unsupported courses

Workflow:

• Check whether the user requests E-learning credential for the course we support or not
• If a user requests credential for unsupported courses, advise user to contact respective enterprise support team or POC from the enterprise for further assistance

Note: We only support the below courses for the enterprise IIBF:

• International banking operations
• International corporate finance
• International banking legal & regulatory aspects
• Certified credit professional
• Certificate examination in prevention of cybercrimes and fraud management
• Certificate examination in IT security
• MSME finance for bankers

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
SuryaPrakash	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

End user(s) of an enterprise may have paid for a course and would like to get their e-learning credentials or reset the password as they might have forgot the credentials

Workflow:

While creating a user in an enterprise, support executive would have defined a default credential. Support executive may forward that credential to the requested user or follow the below steps:

• Login to the respective enterprise website with admin credentials
• Check whether the user is enrolled with the respective courses using the default credentials. If the default credentials were not working, follow the steps below to reset the password

Note: If the respective course is not enrolled in any case, kindly enroll for the given user


• Navigate to User => User List. Search for the active user and click on user profile
• From the Select Action box, click on Reset Password
• Navigate to Workflow => Event notification => Event notification mail list and search for recent activity of the specific user and click on View option from the right side of the activity
• Write an email to the user with the password that was reset

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
SuryaPrakash	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022

An enterprise POC sends a list of users to Livewire support to reactivate their profile

Workflow:

• Login to the respective enterprise website with admin credentials
• Check the status of given list of users in the enterprise website
• Click on User => User list => Search and select the respective user profile
• Click on Select action => Active
• Inform the enterprise on the same through an email

Version Summary
Author	Reviewer	Approver	Current Version	Current Version Published On	Maiden Version Published On
SuryaPrakash	Julian Shawn Dmonte - Deputy Manager	Raja Uppuluri Sekharam - Deputy General Manager	1.0	12/12/2022	12/12/2022