An "Escalation model" sends reminder e-mails to participants before and after the due date of a course, and escalation messages to their supervisors when the training is still not completed. The model only takes effect once it is assigned in the notification "(84) Standard reminder". This guide sets up both parts in the imc Learning Suite.
Prerequisites
The following must be in place before reminders can be sent:
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Clearance for the "Escalation model" manager, granted per group.
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Access to the "Notifications" function.
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A due date on the course for each participant. For an escalation message to be sent, a due date is mandatory. With automatic enrolment, the due date comes from "Days to finish", "Due date" or "Relative due date" on the "Automatic enrolment" tab of the course template.
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Scheduled job "Notification" active in "Scheduled Jobs". It triggers all time-based notifications.
Overview
|
Step |
Where |
Result |
|---|---|---|
|
"Escalation model" |
Messages at set days relative to the due date |
|
"Escalation model", tab "Daily Reminder" |
Daily messages up to the maximum escalation time |
|
"Notifications", folder "Registration status information / Reminder emails" |
Reminder e-mails are sent to the selected recipients |
|
"Escalation model" and "Notifications" |
Supervisors receive their own escalation messages |
Create the Escalation Model
All fields are described on Escalation Models.
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Open "Escalation model". In the standard navigation, it is listed under "Communication".
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Click "New".
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Enter a name for the escalation model.
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Add an escalation message.
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Under "Escalation time", enter the number of days relative to the course due date, for example -30 for 30 days before.
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Optional: activate "Read receipt" and "Priority".
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Enter the "Subject", for example $course_name$ 30 days left.
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Enter the "Text". The placeholder block "Escalation message" contains placeholders for this purpose.
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Repeat steps 4 to 8 for each further message. Each escalation time can be defined only once per model.
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Save the escalation model.
Add a Daily Reminder
A daily reminder can be added to the escalation messages of a model. It is only active if its checkbox is ticked.
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Open the "Daily Reminder" tab of the escalation model.
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Tick "Daily reminder".
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Under "Maximum escalation time", enter the number of days after the due date up to which messages are sent.
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Optional: define a read receipt and a priority.
Daily reminders are sent until the participant completes the course or the maximum escalation time is reached.
Assign the Model in the Standard Reminder
Notification (84) is described on Registration Status Information Notifications, the tabs of a notification on Notifications.
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Open "Notifications".
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Expand the folder "Registration status information / Reminder emails".
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Select the notification "(84) Standard reminder" and click "Edit".
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On the "Conditions" tab, select the escalation model.
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Optional: tick "Send notification per course" to send a separate e-mail for each course.
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On the "Recipient(s)" tab, select the dispatching mode and the recipients.
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Tick "Active" for the notification.
The text of notification (84) cannot be edited. It comes from the selected escalation model.
Set Up Escalation to Supervisors
Different escalation models for participants and supervisors are set up by duplicating notification (84).
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Create a second escalation model with the messages for supervisors.
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In "Notifications", select "(84) Standard reminder" and click "Duplicate".
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On the "Conditions" tab of the duplicate, select the supervisor model.
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On the "Recipient(s)" tab, select the supervisor as recipient.
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Tick "Active" for the duplicate.
Check the Result
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Open the participant administration of the course template and check that the participant has a value in the "Due date" column.
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In "Scheduled Jobs", check that the "Notification" job is active.
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On the day that matches an escalation time, check that the recipients have received the message after the "Notification" job has run.
Hints & Tips
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Without "Send notification per course", one notification lists all courses that meet the sending criteria. Course-related placeholders only work when "Send notification per course" is ticked. In that case, use $course_name$ instead of $training_name$.
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You can also duplicate notification (84) to cover different enrolment identifiers, for example mandatory and compliance courses.
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To save time, copy the content of the "Text" field from one message and paste it into the next.
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The "Notification" job is recommended to run between 7 am and 9 am, after other important jobs and before the working day starts.
Deleting an escalation model stops its automated reminder e-mails to participants and supervisors.
Related Topics
Registration Status Information Notifications