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:
An email will only fire to users if it has been configured to their portal language.
|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.
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:
|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
Email choices may be dependent on your LMS configuration.
The following are some of the most commonly used LMS emails:
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.
|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.
|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.
|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.
See Troubleshooting Guide - Emails.