Access and visibility
Why is the user unable to see the root group in the groups filter when they have access to only certain subgroups within the root group?
The system is designed to display only the groups that a user has access to in the Groups filter. If a user only has access to specific subgroups within a root group, and not the root group itself, only those subgroups will be displayed in the filter as individual entries.
In the example provided, since the user has access to only three subgroups within the "Police Constable L6 POT" root group, only those three subgroups will appear in the ‘Groups’ filter. The root group ("Police Constable L6 POT") will not be listed, as shown in the screenshots below.
User Profile
Console - Groups filter on the Learners Page
Classic - Groups filter on the Users tile
An administrator is not able to view some programmes, why is this?
A cause of this is that the Administrator has not been assigned to the required groups.
Please review the groups assigned to Administrator's account.
Ensure that the admins are assigned the same groups that the programmes are assigned to.
Why am I unable to see all users within all groups under a parent group, even if I have access to that parent group?
Please ensure that all child groups under a parent group have also been selected. If you see a tick against the parent group, then you will have access to all child groups below it. If you see a dash against the parent group, then not all of the child groups have been selected.
Why can an Admin who has access to a subgroup within a root group not see another tutor/admin assigned to the same root group?
Group hierarchy visibility only works downward. An admin assigned to a higher-level group (such as a root group) can view users and admins within its child groups and subgroups. However, an admin assigned to a child group or subgroup cannot view users or admins who are assigned at a higher level in the hierarchy.
Example -
Admin A is assigned to the root group Commercial -
Admin B is assigned only to the subgroup CSV Test Group -
Although both admins are associated with CSV Test Group, Admin B cannot view Admin A because Admin A's access is granted at the higher-level group (Commercial), which is outside Admin B's visibility scope.
To resolve and to allow Admin B to view Admin A, you can either:
Grant Admin B access to the root group Commercial, or
Remove Admin A from the root group Commercial and assign them directly to the subgroup CSV Test Group, which Admin B can access.
Group behaviour and hierarchy
Why am I unable to move groups to a different hierarchy?
The system does not permit the transfer of existing groups to different root groups or hierarchies, even if there are no learners associated with the group being relocated. This behaviour is by design.
When attempting this action, you will encounter an error message that reads ‘Learner groups cannot be moved between hierarchies'.
If necessary, you could consider deleting the group (if it is no longer needed), and then create a new group with the same name within the desired root group.
Will changing a Group name have any effect on the learners under the group?
No - You will be able to change the name of a Group which has learners allocated to it without any adverse effects.
Why does filtering by a specific subgroup in Console automatically select all learners under the main group?
If there is only one subgroup within a parent group, selecting that subgroup will automatically select the entire parent group. When there are multiple subgroups within a parent group, selecting a specific subgroup will only apply the filter to that subgroup.
For example:
In the Level 4 Financial Adviser group, there are two subgroups under the parent group, allowing you to select one subgroup.
In the Level 3 Financial Services Administration group, there is only one subgroup under the parent, so selecting the subgroup will automatically select the parent group as well.
Configuration and assignment
When trying to enrol a learner, why is the programme not coming up as an available option to assign to the necessary Group?
A common cause of this is that the programme has not been added to the group structure. To add a programme to a group, you will need to go to the Groups tile. If the group sits within a parent group, you will need to first locate the parent group and then select the Programmes tab. Find the programme you wish to add to the list and select it. This will add the programme to the group. Once this step has been completed, the programme will become available for any learners who sit within this group.
What causes the error message "Please specify the employer group" to appear when attempting to update the Employer profile?
The field "Employer Groups (M)" is compulsory as each Employer User must be associated with at least one Employer/Organization. If there's no linkage to any Employer group, you'll encounter the error message mentioned below when trying to update the Employer Profile.
To rectify this issue, kindly ensure that the Employer account is assigned to at least one Employer Group.
We have removed a programme from a Group a learner account is assigned to, why can we still apply the programme to the learner record?
Check if the learner account is assigned to any other Groups, as it could be that the programme is linked to another Group(s) which the learner account is also assigned to. If this is the case, you will need to either remove the Group(s), which have the programme assigned, from the learner's record or remove the programme from all Groups which are assigned to the learner's record, before you are no longer able to apply the programme to the learner record.
Reporting and exports
I have selected and applied the "Groups" option from "Subscription details" on the User Generic Report, however this is not displaying when a excel quick sheet is exported. Why?
This field is not exportable and so to export group information from User Generic Report, users should use the options that are listed under the "Groups" option in the report. Please see the following screenshot as an example.