Support confirmed retrospective addition of the CeMAP Bridge was permitted when eligibility evidence (the original FPC1 certificate) was provided. The team accepted provided FPC1 evidence as proof of completion and added the CeMAP Bridge qualification into the Student Records Qualifications module so the student record reflected the historical award.

For the ELCAS/DipFA–CeMAP case support reconciled and reallocated credit notes and invoices in OASIS to represent the student refund and MOD/DBS remittance: a credit note was unallocated from one invoice and reallocated to the correct invoice reference so the refund/credit and journal entries matched the entitlement (invoice and credit-note identifiers were adjusted in the student finance records). For the Messenger People vendor invoice the Product Owner/Accounting accepted responsibility and handled the outstanding payment under the standard 45‑day terms; IT clarified its role was limited to user provisioning. The membership Direct Debit query was recorded as a billing behavior question in the ticket and no definitive system-side resolution was logged in the ticket record.

Investigation identified that registrations created during stockouts were placed into the 'dues' holding pot and that backlog entries were not automatically released when stock was replenished; consequently some registrations did not appear on Carousel despatch exports. It was also noted that label numbers for orders were only generated when the export file was sent, so absence of a label in the Carousel file indicated the order file had not been transmitted to the fulfilment partner. The findings were recorded to explain the missing dispatches and missing label records.

Tickets that were outside the handling team’s remit were redirected or escalated to the appropriate owners and recorded; tickets were marked Done once reassignment or referral was completed. Specific actions taken included:

The team created the requested site object in the CMDB/Jira Assets with the provided site fields (IU Mainz, code MAI3, site manager and full address) and recorded the asset link. Where the site/location UI prevented saving an assignment, support performed a manual reassignment of the asset record (AL Sora Pazer) to the correct site. For certificate content, the outdated phone number was removed from the 'Pathway - Completion Certificate' and 'Pathway - Participation Certificate' templates in Study Organization > Documents and the updated templates were saved.

Support confirmed that Jira does not support a native default value in the Description field. A non-code workaround was used instead: the team recommended populating the Description via an automation rule or a canned response on issue creation so that the field appeared prefilled to users without changing core Jira permissions or field types.