Email Troubleshooting Guide

Only users in the "Send To" box appear in the email log. Users that are Cc'd are not included in the log.

Confirm the status Assign, Approve, and Register was selected. The user will be directly enrolled into training if not required to pay. The user status is registered.

Next, verify which email option was selected:

If... Then... Result
"LO Specific and Standard Emails" were selected verify the option to "Exclude Registration email" was selected. If selected, Registration emails will not fire.
from the LO level, the email is set-up as "Standard Emails, Custom Emails, Ad Hoc Email or No Emails" System Default: Verify if the Register is active. If yes, confirm users are within availability of the email and if there is an active email available for the user's language. If any one of these requirements are not met, the email will not fire.
Custom Emails: Verify if the Register email is active. If yes, confirm if user is within the availability of the email and if there is an active email available for the user's language. If any one of these requirements are not met, the email will not fire.
"Custom Emails" was selected verify if the Register email is active. If yes, confirm if user is within the availability of the email and if there is an active email available for the user's language. If any one of these requirements are not met, the email will not fire.

An email will only fire to users if it has been configured to their portal language.

Example:

If... Then...
a user's portal language is set to French but the assign training email only exists for US English an email will not fire to that user. An email must be created for each language a user's portal is set in.
  • The "Training is Due" email can be configured to fire before or after the due date, but will only fire to users who have not yet completed the training as of the date the email is set to fire.
  • If the user has completed the training by the reminder date, the email will not fire to that user.

Online Help: Email Triggers

The "Request Training" email is fired when a user clicks the "Request" button while searching for training.

An email with the user's manager in the "Send To" box will fire to the manager every time a direct report requests training, whether approval is needed or not.

As a best practice, for managers to only receive training requests that need approval:

If... Then...
the "Send To" box recipient is adjusted to be the "Next Approver if Pending" the email will only fire to the manager if their approval is actually needed.

Knowledge Bank: Send Request Email Only if Approval is Needed

Online Help: Email Triggers

  • Marketing Communication allows administrators to create and send ad hoc emails using some of the same features as in Email Administration.
  • Templates can be created and re-used to send emails to groups of users at specific dates and times.

Email choices may be dependent on your LMS configuration.

The following are some of the most commonly used LMS emails:

Email Description
Request Training
  • The user submits a request for an online class, quick course, curriculum, library, posting, test, or material.
  • If the user requesting the training has an approver assigned to them, the approver will receive this email letting them know that the user has requested training.
  • This email will fire when a user clicks on the Request button for the training mentioned above.
Assign Training
  • The user is assigned an online class, quick course, event, curriculum, library, posting, test, or material.
  • This email will fire when training is assigned through Global Search, Course Catalog, or through a learning assignment.
Approve Training Request
  • The approver approves a request for an online class, quick course, event, curriculum, library, posting, test, or material.
  • This email will not fire if the training is set up for pre-approval.
Register
  • The user registers for an online course, quick course, library, posting, or curriculum.
  • This email will fire once a user clicks on the Register link from their transcript.
  • If the training is set up to be pre-approved and registered upon approval, this email will fire upon request.
Assign ILT Session This email will fire when a manager assigns an ILT session to users.
Request ILT Session
  • This email will fire when a user submits a request for an ILT session.
  • This email can also be set up to keep session instructors, administrators, and session contacts informed with the details of the session.
Approve ILT Session
  • The approval settings can be made within the event/session or within the user details page.
  • If approval is required, the requested training will remain in pending approval status until the approver approves, defers, or denies the request.
  • This email will fire when an approver approves a request for an ILT session.
  • This email can be used to notify the student that the request has been approved or to notify the next approver in the approval workflow.
Session Transcript Status Changed by Roster Submission
  • This event will fire for each user separately by the instructor submitting the roster.
  • This event will only be fired for users whose session transcript statuses have changed.
  • For required evaluations attached to ILT sessions, an administrator can configure this email to automatically notify users as soon as the roster is updated and the session marked complete.
Session Changed
  • The ILT session has been changed.
  • The session changed email will fire if the following session fields were changed:
    • Advanced Registration Settings
    • Instructor
    • Location
    • No Show Penalty
    • Pre-work/Post-work/Prerequisite Details
    • Registration Deadline
    • Timetable changes
    • Waitlist Deadlines
Session Start Date
  • The ILT session start date.
  • Use this email to remind users of the start date for a session for which they are registered.
If... Then...
configuring the Session Start Date email as a reminder, select "Reminder" in the Type field drop-down determine when the email should be sent by configuring the number of days/hours to send the email before the session's start date.

Note: In the Send To field, send the email to registered students.

When setting up a reminder email, there is an option to send a reminder to fire before the event or after the event.

The "event" is the catalyst around which the email is built.

Examples:

If... Then...
the reminder is for the user to complete the training by a specified due date the event is the due date of the training.
the reminder is for a performance review step to be completed by a specified due date the event is the performance review step due date.
the reminder is for a session start date the event would be the start date of the ILT session.
the reminder is set to fire X days before the event it will fire X calendar days before the due date, start date, etc.
the reminder is set to fire x days after the event it will fire X calendar days after the due date, start date, etc.
  • Many emails are designed to work with specific custom field types (e.g., user custom fields, training custom fields, etc).
  • For every custom field defined on the Custom Fields page, there is an associated tag called CUSTOM.[Custom field email tag name].
  • The description for each tag is the name of that custom field.
If... Then...
CUSTOM.[Custom Field Email Tag] is entered each custom tag inserts the text that was entered in that field for training item as a string.
nothing was entered in this field the tag will not insert anything.

Emails are designed to fire to all users in the portal by default.

When setting availability, include all users who need to receive the email while specifically excluding those who do not.

Examples:

If... Then...
all users should receive the "request training" email when they have a training request to approve set no availability. By default, it will be sent to any user whose approval is needed.
users in Division A should receive the email but not users in Division B set availability for "Division A."

A reviewee will not receive any step email other than the self step. Similarly, a reviewer cannot receive any email for a reviewee step.

Additional Resources

See Troubleshooting Guide - Emails.

See Email - Create.

See Email Triggers.

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