Automatic enrolments for Courses and Learning Paths can trigger a series of reminder e-mails to participants and their supervisor when compliance training has not been completed x days before or after a training completion due date. These triggers and the message text are configured in a function called “Escalation Model” and, once configured, can be added as a condition in the “Standard Reminder” notification in the “Registration Status Information / Reminder Emails” folder. The escalation model is mainly used to define the interval of the reminder notifications to participants and the follow-up escalation messages to their supervisor when the training has not been completed successfully.
When an escalation model is created, the intervals can be configured manually or a daily reminder can be selected. The options are described below:
Escalation messages: With this option, each escalation message has to be created individually, including the trigger (x days before/after), the subject and the text. Because several messages have to be created for different days, it can be more efficient to copy the content of the “Text” field and paste it into the following reminders.
To activate escalation notifications, the standard notification (84) must be configured. The escalation model created here can be assigned to this notification.
Functions of the Escalation Model Manager
New
The Escalation Model is used to define the interval of the reminder notifications to the participant and subsequent escalation messages to the participant's supervisor when training is not completed. When creating an Escalation Model, the desired intervals can be configured manually or a daily reminder can be selected.
Escalation Messages
Any number of escalation messages can be created for an escalation model. In the escalation message, the time of shipment is determined in days before or after the due date of a course. Each escalation date can be defined only once. A read receipt and a high priority can also be defined. Subsequently, the subject and the message itself can be defined. For the message, predefined placeholders can be added. The placeholder block "Escalation Message" includes specific placeholders for this application. All courses that meet the shipping criteria are included in the notification. Because multiple messages may need to be created for different days, copying the "Text" field message content for pasting into subsequent reminders can be more efficient.
|
Setting |
Description |
Example |
|---|---|---|
|
Escalation time |
Time in days for the notification to be sent, relative to the course's due date. |
-30 |
|
Due date |
For an escalation message to be sent, a due date is mandatory on the respective course. |
|
|
Read receipt |
The recipient of the e-mail receives a read receipt. |
FALSE |
|
Priority |
Sets the priority level of the escalation notification e-mail. |
FALSE |
|
Subject |
Text sent as the subject of the notification. Placeholders can be used to personalise the message, for example the free placeholder $course_name$. |
$course_name$ 30 days left |
|
Text |
Text sent as the body of the notification. |
|
Due date: For an escalation message to be sent, a due date is mandatory on the respective course.
Placeholders: Use placeholders to personalise the message. It is possible to use the free placeholder $course_name$.
Daily Reminder
For each escalation model, a daily reminder can be defined in addition to the defined escalation messages. This reminder is only active if the corresponding checkbox on the "Daily Reminder" tab is selected. The maximum escalation time defines the day on which the escalation messages are to be sent, for example if it is set to 90 days after the due date, the last daily escalation message is sent on that day. A read receipt and a priority can also be defined for daily reminders.
|
Setting |
Description |
Example |
|---|---|---|
|
Daily reminder |
Activates the daily reminder. Notifications are sent until the participant completes the course or the maximum escalation time is reached. |
TRUE |
|
Maximum escalation time |
The maximum point of escalation, in days. Escalation messages are sent up to this number of days after the due date has passed. |
5 |
Course-specific Escalation Mails
Administrators can configure escalation e-mails to be sent for each course individually when its due date is reached, so that reminders give clear information about which specific course has reached its due date.
The "Send Notification per Course" checkbox must be enabled in notifications under the "Condition" tab of the reminder e-mail notifications. Once it is enabled, course-related placeholders in the message must use $course_name$ rather than $training_name$; the older $training_name$ placeholder is not replaced when messages are sent per course.
Course-related placeholders only function when the "Send Notification per Course" checkbox is enabled.
Edit
Opens the same fields as "New" for the selected escalation model.
Delete
Deleting an escalation model stops its automated reminder e-mails to participants and supervisors.
After an escalation model is deleted, its automated reminder emails are no longer sent to participants or supervisors.
Clearances
Access to the Escalation Model Manager is controlled via a dedicated clearance, granted per group like other managers in the Functional Reference.