A tutor may encounter a situation where they have message alerts, but upon checking the messaging centre, there are no visible messages waiting for them. This can occur when the tutor was previously assigned as the case owner for a learner, and the learner sent messages during that period. However, since the case owner has changed, the tutor will not see these messages when applying the 'My Learners' filter.
To address this issue, the tutor can choose the 'All Learners' option. This allows the tutor to view messages from all learners, including those sent when they were the case owner. By selecting the 'All Learners' option, the tutor can now see the messages from the learner in question. Once the tutor reads these messages, the message alerts will disappear.