Totara Learn Open Discussions

Seminar Notification - User Suspended

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Hi all

Wondering if anyone has a similar situation / solution to something I found last week.

I was checking users booked onto a seminar we have running next week. I checked the Cancellations list and saw that someone had 'cancelled' that I hadn't been notified of. I have notifications set up to advise a third party email address (an email inbox I have access to) should someone cancel.

On further investigation the cancellation time on the seminar was the same time the user was suspended. I'm assuming that's why I never received a notification because the user themselves never cancelled, it was them being suspended that triggered the cancellation but not a notification.

Clearly this is an issue, and probably not the last time this will happen.

Anyone have any thoughts or a solve on how we could be notified of this happening again in future?

Thanks

Raechel

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Hi Raechel

Can you confirm whether you are using centralised notifications or legacy notifications as how things are processed differs.

Legacy notifications are generated and queued whereas centralised notifications are event drive so should be triggered when the cancellation occurs no matter how it is cancelled. If that is the case then are you or your partner able to crate a support ticket to look at?

If you are using centralised notifications then can you check in the notification logs if the notification has been sent - sometimes Totara can send the notification but the receivers email server rejects the email

Regards

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Kia ora Raechel,

Yes, it has happened to us before and it does kind of make sense.

If someone has left what need is there to advise them that they no longer need to attend whatever it was they were signed up to.

And because that cancellation isn't sent then the 3rd party one isn't either as that is sent when a cancellation notification is sent.

We haven't come up with a solution. I suppose you could try and set up an event monitoring rule. That might be triggered separately from a cancellation notification.

Ngā mihi,

Larry

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Sorry, I should mention that was on legacy so not sure if the behavior is different on centralised notifications.

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Hi Raechel

It definitely happened to us - the situation when a booking was cancelled when the user's account was suspended. We were using legacy notifications, but assumed that was expected behaviour that the user didn't receive a notification since they no longer had an active account in the system.

I ended up setting up a scheduled report using site logs as the source and filtering records where it's the main site admin account that cancelled a user's enrolment - such cancellations are usually the result of account being suspended (as opposed to the user cancelling it as this will be listed as actioned by the user).

Natalia

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Great idea Natalia.

Our partner didn't have a fix for this so we have used a report on our site administrator dashboard to report on these cancellations (no matter how they are cancelled) which also captures those that are suspended

🙂

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