Change of contact details

Workflow

The following steps describe the workflow for the change of contact details process automation.

• The learner initiates a change of contact request via navigating through Account settings > About you > Contact > Edit 
  • The following details can be edited; Email, Personal Email, Mobile, Landline

• Once fields have been edited and 'Request change' is selected the learner will be prompted to validate and confirm these changes. 
  • If the 'Cancel' option is selected the learner will navigate back to the 'About You' screen with the contact section displayed in read-only mode. 
  • If the 'Edit' option is selected the learner will navigate back to the 'About You' screen with the contact section opened for further editing. 

• A tracker is created as a result of the change of contact request. The tracker contains the details submitted by the learner and enables an administrator to view the request.
  • The tracker will have the following properties:
    • Status - 'New'
    • Assignee - No assignee
    • Description - Request to change email, personal email, landline or mobile. 
• The contacts 'Edit' option will be hidden from Account settings > About you for the learner. This is to restrict creating another instance of the Change of Contact Details tracker while there is one currently in progress. 
  • Instead a 'Pending Changes' label is shown for the learner. 

• To view the tracker, the administrator must navigate to Trackers from the learner navigation menu of the learner's record. 

  

  Administrators can also navigate directly from the Learner management screen, by selecting Trackers from the View column dropdown. 

  

• To locate the change of contact details tracker, the administrator can use the search or filter functionality.
• To edit the tracker, the administrator must click the options icon ⋮ on the far right, under the Actions column.
  
• At this stage, the status of the tracker is new. The administrator updates the status of the tracker, and sets it to approved or rejected, and clicks Save.
• The learner is notified about the approval/rejection of the request. 
  
  • In case the tracker is rejected, the status of the tracker is set to rejected. No requested changes are applied to the learner details. 
    • The learner will receive a 'Change of Contact Details Rejected' notification authored by the Administrator who actioned the Tracker rejection. 
    • The Tracker Assignee will receive a 'Tracker Rejected' notification authored by the Administrator who actioned the Tracker rejection. 
    • The Pending Changes label in the contact details is replaced by the Edit option allows the tracker changes to be requested again. 
• In case the tracker is approved, the status of the tracker is set to closed.
  • This approval results in:
    • Updates the learner contact details throughout the platform including in associated ILR fields (Email and TelNo)
      • It may take up to 24 hours after approval for the change to reflect on the learner's profile.
    • Notifies the learner and tracker assignee that the contact details change request has been approved.
      • The learner will receive a 'Change of Contact Details Accepted' notification (authored by the Administrator who actioned the tracker approval)
      • Tracker assignee will receive a 'Tracker Updated' notification, in the case whereby the tracker has been approved by another Administrator. 
    • If the the epaPRO is enabled AND the email and/or mobile have been updated as part of this tracker being processed, these changes will be respectively reflected in the epaPRO platform for the selected learner. 
• The Change of Contact Details tracker allows Tutors to read through the changes made to the Tracker. The History section reflects the actions taken and tracker properties that have been changed.