Support Category: N/A (Select the category that matches the user's issue)


Specialist Notes:


There are DOC users who may have two active/approved accounts, with different emails tied to each because they work for two different bureaus. Normally, the DOC Administrators do not allow for multiple accounts as it can lead to many issues, but these users are the exception.

           

WHAT SHOULD YOU KNOW?


An example of this would be with some DOC OS users. Some are issued Census emails but work out of the OS bureaus. When searching for their account via their name, we may see they have another email that is an @DOC.GOV email.


Please make sure you are still asking the user to confirm any and all emails that may be tied to their name.


HOW SHOULD WE ASSIST?


When a user contacts us with an issue, inquiry, or request, we are to assist them under the account they need help with.

Using a DOC OS user as an example once more, if they contact us stating that they have recently completed a course that has been assigned to both their @Census.gov and @DOC.GOV transcripts, but it is only showing as completed under the @Census.gov email, the course completion request would need to be escalated to the DOC OS Administrators and vice versa.


IMPORTANT!


Do not forget to room scooch the user as well.


Standard Response: