Course Management Issues - Troubleshooting
Course Management Issues
- 1 How do I stop Delegates booking onto Courses?
- 2 Why can't I find a Course in our Web Feed/Course Search?
- 3 Why can't I schedule a Course on a specific day/time?
- 4 I have changed the Course Cost on the Head Session but its still showing the ‘Old’ cost
- 5 Delegates badge shows a number but there aren’t any Delegates on the Course
- 6 Course not showing in the Learner Portal after an Import
- 7 Cannot sort Sessions or complete many updates from the Sessions tab of a Course
- 8 Resources are not showing in Course Profitability for sessional courses
- 9 Knowledge Document won't download
- 10 Cannot delete a Course and receiving an error when trying to do so
- 11 Course Type not showing
- 12 “Delegates Booked” or “Spaces Left” column isn’t showing the correct figure
- 13 'Training Provider isn't permitted to add a date onto the system at Internal And External level' - Import error message
- 14 Can't use Bulk Edit with the 'End Time' field on sessional courses
- 15 Can't save Course Template with Points
- 16 Error when trying to add a Delegate onto a Course
- 17 Courses with the same Start and End Date and Time
- 18 Course Dates are setting back to the ‘Available’ Status when marked as ‘Fully Booked’
- 19 Text for a Course not showing correctly
- 20 Delegates not able to book onto Courses in the past
If you’re experiencing problems when managing Courses, then you’re in the right place! This guide walks you through the most common Course-related issues and questions and how to resolve them!
How do I stop Delegates booking onto Courses?
Related Help Guide Page(s):
Waiting Lists - Shopping Basket & Checkout
If you find that you are not able to stop Delegates booking onto a Course, please check the following:
Stop Delegates booking onto a Course by changing the Course Status
You can stop Delegates from booking onto a Course by changing the Status to ‘Fully Booked’, this means the capacity has been reached and only Administrators will have the authority to add new Delegates.
You can do this by:
Depending on whether you are cancelling a Class or Web Course, open the ‘Class’ or ‘Web’ Courses DataGrid from your main navigation menu on the left
Find the Course you want to cancel, by applying filters and/or searching the Courses DataGrid
Right-click on the Course to open the context menu and click ‘Edit Course & Delegate Status’ option
The ‘Edit Course & Delegate status’ pop-up window will appear
Change the Course Status to ‘Fully Booked’
Stop Delegates booking onto a Course by enabling the Waiting List
You can use the Waiting List functionality for your Courses which can add a Delegate to a waiting list, rather than stopping them completely booking all together.
The following page(s) can help to direct your next steps:
https://accessplanit.atlassian.net/wiki/spaces/HG/pages/424935427
Stop Delegates booking onto a Course by stopping the Course advertisement within the Learner Portal and your website
You can stop the Course from advertising both on your Website and the Learner Portal by un-ticking the course advertisement for both the Course and the Course Template
This means that only Administrators will have the authority to add new Delegates. The following page(s) can help to direct your next steps:
https://accessplanit.atlassian.net/wiki/spaces/HG/pages/3059810305
Why can't I find a Course in our Web Feed/Course Search?
If you find that you are not able to find a Course in the Web Feed/Course Search, please check the following:
Check the Course is set to ‘Advertise’
Check that the Course and Course Template are set to Advertise. Ensure that the ‘Hide from Web’ check box isnt ticked, and if there are Advertise dates added, that these dates havent passed
The following page(s) can help to direct your next steps:
https://accessplanit.atlassian.net/wiki/spaces/HG/pages/3059679233
Check that the Course Status is not set to ‘Fully Booked’, ‘Cancelled’ or ‘On Hold’
Check that your Course status is not set to ‘Fully Booked’ ‘Cancelled’ or ‘On Hold’
Courses not in ‘Available’ may not show within your Web Feed or Course Search
Check there are spaces left for the Course
If your Course no longer has spaces available, this will not show within your Web Feed or Course Search. You may need to add additional places
Check the number of Delegates listed in the Delegates DataGrid for the Course against the number of maximum spaces for the course
Check the Account Exclusivity to ensure the Course is not set for a specific Account or Account Group
Check that the course does not have an exclusivity against an Account or Account Group
If the Course does have an Account or Account Group listed under the exclusivity, you can click the ‘Remove’ button to remove this
The following page(s) can help to navigate to Course Exclusivity to check:
https://accessplanit.atlassian.net/wiki/spaces/HG/pages/3105783809
Check the date of the Course and ensure that it's in the future
Courses that do not have a date set for the future will not show within the feed by default.
If the Course does not have a date for the future, change this so that it is or create a new Course for the future. The following page(s) can help direct your next steps:
https://accessplanit.atlassian.net/wiki/spaces/HG/pages/3063677884
https://accessplanit.atlassian.net/wiki/spaces/HG/pages/2918941249
Check your Web Integration to ensure the correct information has been set to show Courses
Why can't I schedule a Course on a specific day/time?
On accessplanit, there is a configuration setting on each platform to dictate the working hours for each Training Provider.
Please Note
By default, this is set to Monday-Friday 9am-5pm, however if you would like this extending on your platform, please contact the Support Team to assist with this.
I have changed the Course Cost on the Head Session but its still showing the ‘Old’ cost
Related Help Guide Page(s):
If you find that you have updated the Cost on the Head session but it is still showing as the old Cost when adding to your Basket, please check the following:
Ensure that the Child sessions have had the Cost updated
If your Course is sessional and the Sessional Cost Type uses any option other than ‘Course Cost’, then you need to make sure that when you update the Cost for the Head session, you do the same for all the Child sessions
The following page(s) can help to direct your next steps:
Delegates badge shows a number but there aren’t any Delegates on the Course
If the badge is showing a number but there aren’t any Delegates listed on the Course, it could be for one of the following reasons:
Has the Delegate completed their Basket? (SB3 Only)
Are there Placeholders on the Course?
If you Platform allows Placeholder Bookings, then this number will include Placeholder places, so although the ‘Delegates’ DataGrid is empty, check the Placeholders DataGrid too
Course not showing in the Learner Portal after an Import
Related Help Guide Page(s):
Check that the CCLevel field was used within the Import CSV file
Cannot sort Sessions or complete many updates from the Sessions tab of a Course
Related Help Guide Page(s):
This is because the Sessions DataGrid could contain lots of different types of Courses, which do not all share the same settings. Class and Web Courses have different options, and eLearning and Knowledge Document Courses have even further differing options. For example - Class & Web Courses have Course IDs whereas eLearning & Knowledge Documents do not.
Cannot sort Sessions or complete many updates from the Sessions tab of a Course
Both the Class Courses & Web Courses DataGrids have a Parent Course ID field which can be used to filter the results of the DataGrid, providing more sorting/updating options.
The following page can help to direct your next steps for creating a filter:
Create, share, and manage your DataGrid filters
Your new filter would be:
Resources are not showing in Course Profitability for sessional courses
Related Help Guide Page(s):
Please Note
By default, Viability/Profitability does not include Parent Course Resources. This is a platform-wide setting, please speak with the Customer Support Team who will enable this setting for you
Knowledge Document won't download
Check the name of the Knowledge Document Package & File
Please Note
If the above is not the case, please reach out to the Customer Support Team who will be able to assist by further investigation
Cannot delete a Course and receiving an error when trying to do so
Related Help Guide Page(s):
Course referenced within a Checkout Basket
Course Type not showing
Related Help Guide Page(s):
Please Note
Please speak with the Customer Support Team to request Class, Web, eLearning, and/or Knowledge Documents type Courses to be enabled.
“Delegates Booked” or “Spaces Left” column isn’t showing the correct figure
Related Help Guide Page(s):
Please Note
Please speak with the Customer Support Team who will be able to tell you which statuses are being counted within the number
'Training Provider isn't permitted to add a date onto the system at Internal And External level' - Import error message
Related Help Guide Page(s):
If you see the above error message when trying to import a Course, please check the following:
“Training Provider Name isn't permitted to add a 'Course Template Name' date onto the system at Internal And External level.” - Import error message
Can't use Bulk Edit with the 'End Time' field on sessional courses
Related Help Guide Page(s):
The End Date and/or Time cannot be Bulk Edited due to the field having validation to ensure that the End Date & Time is always after the Start Date & Time. You will need to edit each one manually or run an Import.
Please Note
If you are having issues with the End Time not calculating correctly for your Courses, please speak to our Customer Support Team who will be able to assist you with this
Can't save Course Template with Points
Related Help Guide Page(s):
Check that you have selected the Points Type
The Points field will be greyed out until you have select the ‘Points Type’.
By selecting the ‘Points Type' you will see the 'Points’ field will then become available.
Error when trying to add a Delegate onto a Course
Related Help Guide Page(s):
Check that the Delegate doesn't have multiple ‘Main Accounts’
This error is sometimes a result of the Delegate having multiple Main Accounts, which could be the result of an Import or Merge.
From the main navigation menu, go to Users
Using filters and/or the search bar, search for the User ID
Right-click the User and select ‘Employment’ from the context menu
Add in the “Main Account” column if not already visible
You will see the User that both Employment Records will have a ‘Yes’ within this column
Confirm with the User which Employment Record should be the User's Main Account
Select the Employment Record that should not be the User's Main Account
Right-click, and select ‘Edit’ from the context menu
Untick “Main Account” checkbox
Click the ‘Save & Close’ button
The following page(s) can help to direct your next steps:
Courses with the same Start and End Date and Time
Check the Child Session Offsets on the Course Template
If a Course has the same Start and End Date or an earlier End Date than expected, the reason could be that it’s a child session with an Offset Unit larger than the duration of the parent Course.
You need to check the head Course & its Course Template’s Session Plan Items DataGrid.
You can’t have a child session Course running outside the hours of the parent Course, the platform will cut the session short to match the End Date the parent Course has been given.
Course Dates are setting back to the ‘Available’ Status when marked as ‘Fully Booked’
Please Note
There is a platform setting that allows the Course Status to automatically change based on how many spaces are left on the Course. Please speak with our Customer Support Team to change this.
Text for a Course not showing correctly
Related Help Guide Page(s):
Please Note
There are times when the Joining Instruction Text for a Course and/or Course Template doesn’t show correctly within the Learner Portal.
For instance, the Joining Instructions field on the Course and/or Course Template may be empty, however when impersonating a Delegate on the Course, text appears in the Joining Instructions Field.
Speak with Customer Support Team who will be able to help you with this.
The same issue may occur within Report Writer.
Delegates not able to book onto Courses in the past
Related Help Guide Page(s):
Delegates not able to book onto Courses in the past for Checkout
To allow Bookings for Course in the past within Checkout, see the following steps:
Go to ‘Profile’ in the top right hand corner and then ‘Administration’
Go to ‘Checkout Options’
Scroll down the page until you see ‘Booking Options’
Use the drop-down to select who can book onto past Courses under the ‘Allow Bookings on Past Courses’ option
Once you have selected, click the ‘Save’ button in the top right hand corner
The following page(s) can help to direct your next steps:
Delegates not able to book onto Courses in the past for Shopping Basket (SB3)