2184826 - Users are not receiving Learning Plan Notifications

Users are not receiving Learning Plan Notifications.

Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.

SAP SuccessFactors Learning

Review the following to troubleshoot the issue:

1. Check in Automatic Processes (System Administration > Automatic Processes > Learning Plan Email Notification) if the APM is enabled and has succeeded.
The Learning Plan APM has to be enabled to trigger notifications to the users.
If the status is other than succeeded, click View Errors and contact product support.

2. If its only some users are impacted then check the following configuration:

1. In System Administration > Application Administration > User Settings > Learning Plan Email Notifications Settings: Check what configurations are enabled.
2. Also verify if the impacted users match this configuration on their user account: proxy as the user > Links > Options and Settings
3. If there is any difference, then it means after changing the configuration in User Settings, the changes were not propagated.
4. System Administration > Application Administration > User Settings > At the bottom of the page you click "Propagate Learning Plan Email Notification Changes.."
5. NOTE: in the future, if you make any configuration changes to this page, you must click Apply changes AND Propagate Learning Plan Changes

3. Ensure that user has not already accessed the course before APM execution.
If the user has accessed the course before Learning plan APM next execution, notification will not be triggered to users because the user does not need to be notified of the assignment if there is already an interaction.

4. If user was assigned with the course by Assignment Profile and did not get the notification:

Check on the assigned item if that user does not have the course self-assigned prior the AP assignment.
In this case, the system will consider the AP assignment as a modification to the self-assigned item.
Hence, if the setting "Notify User when item modified in their learning plan" is not checked, user won't receive a notification, as the system won't consider it as a new assignment.

5. If everything is fine check the "ApmStudentLearningPlanNotification" template:
System Adminstration > Manage Email > Email Notifications Template > "ApmStudentLearningPlanNotification" 
Click the Messages Tab > click "Default" and compare with the body with you are using to see if there are any unsupported Syntax Tags.

IMPORTANT:

• The purpose of the Learning Plan Notification is to notify users if an Item is assigned/modified/deleted from their Learning Plan.
• Self-Assignment implies users already know about courses they added to their learning plan and there is no need for them to be notified. 
• The same logic applies when a LMS admin assigns courses to his/her related LMS User via the LMS Admin UI.

Please take the following scenario in consideration with regards to Required date changes:

• A User has Course ABC assigned.  It is due Dec 4.  Someone else wants the user to take the same course, only complete it one month earlier. It is not a new assignment, as it is already assigned.  But there is a new, more pressing required date.  So to the user, it's a change in assignment. 
• If the same item is assigned via other curricula but with different required/effective date/requirement type, then the APM will also treat this new assignment as a change.
• If the user has an earlier due date on a course, where the later due date assignment was updated, but does not move the "earliest required date" value forward, then there is no real change for the user to be notified of.

If users were to receive a new email for every duplicate assignment they begin to ignore the emails, as it is telling them about things they already have to do, or worse, things they've already done and don't need to do again.

To ensure users are notified of requirement date changes, please enable  "Notify User when item modified in their learning plan" in User Settings and disable "Allow User to modify learning plan notification settings"

SF, Success Factors, LMS, learning, APM not working, Notifications are not triggering, email, Notify User, modify learning plan, Propagate Learning Plan Changes , KBA , LOD-SF-LMS-NOT , Notifications , LOD-SF-LMS-ADM , System Admin, Global Variables, References , How To