Delegate issues - Troubleshooting
On this page:
- 1 I am not able to transfer a Delegate
- 2 I am not able to cancel a Delegate
- 3 I am not able to rebook a Delegate
- 4 A Delegate has the wrong Account assigned to them in the Delegate DataGrid
- 5 A Waiting List Delegate has not been automatically promoted when a place became available
- 6 I’m seeing the error when trying to book a Delegate onto a Course
- 7 Delegates are not being cancelled from their Sessions when they are cancelled on the Parent
Related Help Guide Pages
If you’re experiencing problems when managing Delegates on your Courses, you’re in the right place! This guide walks you through the most common Delegate-related issues and questions and how to resolve them!
I am not able to transfer a Delegate
Related help guide page:
If you find that you are not able to transfer a Delegate from one Course to another, please check the following:
Is the Delegate registered on the Course through a Placeholder booking?
You can check this by adding the ‘Placeholder ID’ column into your Delegates DataGrid, if the Delegate has a Placeholder ID this means they were registered through a Placeholder booking!
If this is the case, the Placeholder is item that has been booked, this means that Course management (such as cancellations and transfers) should be done on the Placeholder, the following pages can help to direct your next steps:
Is the Delegate registered onto the Course as a session?
You can check this by adding the ‘Is Session Candidate’ column into your Delegates DataGrid, if the Delegate is a session candidate this means that they were registered onto this Course as a part of a Sessional Course
If this is the case, the Delegate management should be completed via the ‘parent’ Delegate on the Sessional Course.
Is the ‘Transfer Delegate’ option not shown?
When you right-click a Delegate in the Delegates DataGrid, you should see a ‘Transfer Delegate’ option in the context menu.
If this option doesn’t appear at all (not even greyed out), the feature may not be enabled on your platform, please speak a member of the accessplanit team to turn this on!
I am not able to cancel a Delegate
Related help guide page:
If you find that you are not able to cancel a Delegate’s place on a Course, please check the following:
Does the Delegate already have the status of ‘Cancelled’?
You can check this by adding the ‘Status’ column into your Delegates DataGrid, if the Delegate already has the status of ‘Cancelled’ then you will not be able to use the cancellation wizard.
If a Delegate’s status was manually changed to ‘Cancelled’ instead of using the Cancellation Wizard, you can switch their status back to ‘Booked’ and then run the Cancellation Wizard to complete the process fully.
Does the Delegate have the status of ‘Transferred’?
You can check this by adding the ‘Status’ column into your Delegates DataGrid, if the Delegate has the status of ‘Transferred’ then you will not be able to use the cancellation wizard.
If a Delegate’s status was manually changed to ‘Transferred’, you can switch their status back to ‘Booked’ and then run the Cancellation Wizard to cancel the Delegate.
Is the Delegate registered on the Course through a Placeholder booking?
You can check this by adding the ‘Placeholder ID’ column into your Delegates DataGrid, if the Delegate has a Placeholder ID this means they were registered through a Placeholder booking!
If this is the case, the Placeholder is item that has been booked, this means that Course management (such as cancellations and transfers) should be done on the Placeholder, the following pages can help to direct your next steps:
Is the Delegate registered onto the Course as a session?
You can check this by adding the ‘Is Session Candidate’ column into your Delegates DataGrid, if the Delegate is a session candidate this means that they were registered onto this Course as a part of a Sessional Course
If this is the case, the Delegate management should be completed via the ‘parent’ Delegate on the Sessional Course.
Is the ‘Cancel Delegate’ option not shown?
When you right-click a Delegate in the Delegates DataGrid, you should see a ‘Cancel Delegate’ option in the context menu.
If this option doesn’t appear at all (not even greyed out), the feature may not be enabled on your platform, please speak a member of the accessplanit team to turn this on!
I am not able to rebook a Delegate
Related help guide page:
If you find that you are not able to rebook a Delegate onto a Course, please check the following:
Does the Delegate have the status of ‘Cancelled’?
You can check this by adding the ‘Status’ column into your Delegates DataGrid, if the Delegate does not have the status of ‘Cancelled’ then you will not be able to rebook them. The rebook functionality is only available for ‘Cancelled’ Delegates.
If a Delegate’s status was manually changed to ‘Cancelled’ instead of using the Cancellation Wizard, you can switch their status back to ‘Booked’ and then run the Cancellation Wizard to complete the process fully.
Is the ‘Rebook Delegate’ option not shown?
When you right-click a Delegate in the Delegates DataGrid, you should see a ‘Rebook Delegate’ option in the context menu.
If this option doesn’t appear at all (not even greyed out), the feature may not be enabled on your platform, please speak a member of the accessplanit team to turn this on!
A Delegate has the wrong Account assigned to them in the Delegate DataGrid
Related help guide page:
If a Delegate is registered on a Course with the wrong Account, the cause depends on how they were added:
Added manually
If an admin used ‘Add Delegate’ option from the Delegates DataGrid, this will have assigned the User’s Main Account as the Delegate’s Account, therefore this Main Account was likely set incorrectly at the time of registration.Added via the Checkout Basket
If the Delegate was registered onto the Course via the Checkout Basket, then the Delegate’s Account will be linked to the billing Account selected in the Billing step of Checkout.
If the Delegate is registered onto a Course with no Account, this means the Delegate booked privately and chose to be billed personally rather than through an Account.
It may also be worth checking the Audit Logs for the Delegate, as it is possible to update the Account of a Delegate by using the Bulk Edit option on the Delegates DataGrid. These updates will be reflected in the Audit Log so you can see when the change was made and by who.
A Waiting List Delegate has not been automatically promoted when a place became available
Related help guide pages:
If you have a Delegates assigned to the Waiting List of a Course, and a place frees up, with the auto-promote functionality enabled your first Waiting List Delegate should be promoted to ‘Booked’, if this isn’t happening, check the following:
Check for unassigned placeholder places
Check that you have the ‘auto-promote’ functionality enabled
I’m seeing the error when trying to book a Delegate onto a Course
Related help guide pages:
If you are encountering an error when you are booking a Delegates onto a Course, this is very likely due to the User having multiple Main Accounts, which is usually the result of an import or merge.
To resolve this issue, please follow these steps:
Find the User in the Users DataGrid
Navigate to the ‘Employment’ page for this User
Add in the “Main Account” column if not already visible in this DataGrid
You should see the user has more than 1 Main Account
Confirm with the User which Employment Record should be their ‘Main Account’
Select the Employment Record that should not be the users Main Account, right-click, edit.
Uncheck the “Main Account” option
Save
Delegates are not being cancelled from their Sessions when they are cancelled on the Parent
Related help guide pages:
When Delegates are cancelled on a Sessional Course (via the parent course), they’re automatically cancelled on all assigned sessions.
If this isn’t happening, it usually means the Delegate wasn’t truly linked to the session through the parent course. Common causes include:
The Delegate was registered on the parent Course and then added to a linked Session separately.
The delegate was added to the sessions through an import, which doesn’t create the parent–session link.
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