Practice scenario

Prompts they did not request

A routine-sounding lockout turns out to be something else. Practise recognising the pivot and responding correctly.

AdvancedAccounts

Updated 8 Aug 2026

HD-10603Faculty · phoneUniversity-issued laptop

Account keeps locking

“My account has locked three times today. I keep resetting it and it locks again. Also my phone has been buzzing with login approval requests all morning — I've been declining them but it's driving me mad.”

Third lockout today
Teaching in 30 minutes

Decision 1 of 4

What is the most important detail in this report?

Approval requests arriving that the user did not initiate
The account locked three times today
They are teaching in thirty minutes
They have already reset the password themselves

This scenario is fictional. Ticket references, requesters, and messages are invented for training and do not correspond to any real request.