Education and the Consortium

Education and the Consortium

The following article includes the resources available to users regarding Education setup and selling in the Consortium. 

Selling Education Sessions in Tessitura – PRAC

In order to setup your Education season in Tessitura, it is highly recommended to use the Education Facility/Zone Map that has been created for your organization by the PRAC support team.

SETUP

  1.  Set up a new education Season in TR_SEASON. Be sure to use the word "Education" in the description.
  2. You may choose to set up your classes using individual performances only – OR – you may choose to setup packages. The following is the use case for each:
    1. Performances Only: If your class consists of only one session (individual time during which the class meets), then you would want to use Performances Only. Alternatively, if your class does consist of multiple sessions, but you don't need to track attendance at each individual session, you may choose to use Performances Only.
    2. Packages: Under this scenario, you would create 1 package for each class that you offer, and each session that falls under that class would get its own performance that would be part of the package. This way, you can track attendance at each individual class session and each session could be set to appear on your organizations calendar.
      3. AlertCurrently it is not possible to utilize the TNEW Custom Form and CSI setup on packages TNEW pages. This means a custom Education Registration form to collect additional information is not available. 
  3. Create an individual performance like you would for ticketing (http://www.tessituranetwork.com/Help_System_v125/Content/Performance%20Setup/Performance%20Setup%20Overview.htm ). Just be sure to use the "Education" season you created as well as the "Education" Facility/Zone Map that has been created for you.
  4. For packages, create a Fixed Seat package (unless individual class sessions can be selected within a class – ie. a "grab bag" class – in which case you may want to use a Flex Package) for each class that you offer (http://www.tessituranetwork.com/Help_System_v125/Content/Package%20Setup/Package%20Overview.htm ) Just be sure to use the "Education" season you created as well as the "Education" Facility/Zone Map that has been created for you. Of course, you will need to setup each individual class session as a performance first, and then organize them into performance groups. Remember the COPY feature for performances.
  5. For all performances and packages, be sure to use the "Education" Mode of Sale.
  6. The Zone Map for education likely has more "seats" (slots in the class) than you would like to offer. In order to limit these, add Blackout hold codes to the "Enrolled" zone of the zone map for the performances (sessions).
 

SELLING

  1.  When booking a student, if they are a minor, be sure that they are part of a household. The Household should be the Owner of the order, the parent you transacted with should be the Initiator, and the student should be the Recipient. Adult students don't have this distinction.
  2. In the Education Facility/Zone Map that has been created for you by PRAC support staff, there are three zones: Enrolled, Cancelled, and Wait List.

  1. Here is how the zones are intended to be used:
    1. When you book a student, place them in the Enrolled zone. You can do this by navigating to the Seat Map or by selecting the proper zone from the dropdown on the line item:
    2.  
    3. You can now take payment, partial payment, or leave the balance unpaid, depending on your policies.
    4. If the student cancels:
      1. If selling as...
        1. Performances Only: Reseat the student in the cancelled section using the "Cancelled" price type. The Price Type is adjustable, so you can then refund the student as dictated by your policies. You now have a record of who dropped from the class.
        2. If selling as a Package, : move Move the package seat into the cancelled section, print and return whichever sessions are unattended. You can then refund as dictated by your policies. You have a record of who dropped the class.
        3. Record any reasons for cancellations or other applicable notes in the order's Notes field. The custom Edu Sessions screen will display these notes as well.
    5. If a student would like to enroll in a class that is already full, you may choose to offer a waitlist. You can place the student in the Wait List zone using a $0 price type, and, if space opens up in the class, exchange them into the enrolled zone and process the payment.

Education Screens

This document covers how to use the Education Registration screen and the Education Sessions screen found in the Custom tab of the Constituent module. These screens are designed to keep track of children attending any type of school or camp at your organization.

Education Registration Screen

The Education Registration screen holds the bulk of the student's information, such as school, guardian contact information, emergency contact information, medical considerations, and most recent date that the liability form was returned. This screen is the starting point whenever a new student needs to be registered.


Education Sessions Screen


The Education Sessions screen lists all classes for which the student has been enrolled, wait-listed, or cancelled. It also shows how much the class cost, amount paid for that class, balance due, the date the liability form was returned, cancellation notes pulled from the order, and attendance status.

The education screens work in conjunction with ticket orders and performances. Make sure to create a current education season with the "Education" season type, and set up performances and packages in that season for each session and class your organization is offering. Sell the classes in ticket orders either for the household or primary guardian and set the student as the recipient of those classes. The recipient value on the subline items will determine the performances (sessions) shown on the Education Sessions screen.** (Note: The session screen updates every 30 minutes.) Then use the Education Registration and Education Sessions custom screens to record the student's information.

Warning
**If a patron purchases a class in one school year (before June 1st) and does not complete the registration for the class until next school year (June 1st or after) than the class sessions will not be tied to the registration. To resolve this issue, go into the order for the class purchased, and select the Sub-Line item tab. Re-add the student as the recipient. This will trigger the row to be updated to the current date and will then connect the class to the appropriate registration. 
On the flip side, if a registration is created for a patron in one school year (before June 1st) and does not purchase a class until the next school year (June 1st or after) than the class sessions will not be tied to the registration. To resolve this issue, go into the recipient's constituent record and create an education registration, preferably with information supplied by the order initiator. This ensures that a registration is filled out each year for all students. 
In either scenario, the Education Maintenance report will show these unlinked sessions. 

Notes
Online registration form fields are managed through the LTR_TNEW_CUSTOM_FORM_DATA system table. Due to the backend process that runs to update the Education Screen with online registrations, the following should be considered when updating any of the form fields:
  1. Field_name column should not be edited.
  2. Option_value column can be changed but if done so, testing should be done to ensure the functionality is still operating properly.
  3. Rows can be deleted if need be, however testing should be done to ensure the functionality is still operating properly. 
  4. Grades can be listed on the form as either "Grade K", "Grade 1", etc. or exactly as seen in the custom Education Registration screen, e.g. "Kindergarten", "1st Grade", etc. A combination of these options can be used as well, e.g. Kindergarten, 1st Grade.
  5. A full listing of all possible registration fields with description is available in Tessitura under the LTX_TNEW_CUSTOM_FORM system table.
  6. For information on how to copy a class registration template form, check out the Copy TNEW Form article.

Registering a New Student

  1. Find an existing constituent record or create a new record for the student's primary guardian.
  2. If the primary guardian isn't already part of a household, create a household record and make the primary guardian the A1 affiliate.
  3. On the household record, create a Child Member affiliate for the student. Make sure the child does not receive an A1/A2 affiliation
  4. If the child's primary guardian is not their parent, create an association between the child's record and at least one of the adults on the household. (The system will create a Parent-Child association between the A1/A2 affiliates and the child if no other family association links the child to the household.)
  5. If you know the child's birthday, navigate to the Attributes tab on their record and add a Birthdate attribute with the appropriate value.
  6. On the Relationships tab, add a Student affiliation to the child's school. This can be a hard or soft affiliation.
  7. On the child's record, click on the Custom Tab and navigate to the "Edu Registration" radio button.     
    8. Alert
    1. NOTE: You must access the child's record by closing out of the household, searching (you can select "Last") and opening the child's record from the Constituent Search screen.
    2. If working in an order, follow steps 1-6
      1. Save and go back to order screen to complete the transaction.
      2. Select "Done" in the order. 
      3. Open child's record from Constituent Search screen. 
      4. Proceed with Step 7-12
  8. Click the "Add" button at the bottom of the screen.
  9. Enter your organization and then save your work. (File->Save) If the constituent has a Birthdate attribute, the age and birthdate fields will populate automatically. If the constituent has a Student Grade attribute, the current grade field will populate automatically.
  10. Enter general information in the form.
    1. Select the primary guardian's contact information by choosing values from the dropdowns. If no values are showing, put a checkmark in the "Show Dropdowns" checkbox to reload the dropdowns. Also, make sure that the information is stored in the appropriate place on the constituent record. For example, if no phone numbers show in the Home Phone dropdown, go to the Contacts tab on the household record and save a control-grouped home phone number. The same is true for School- by following step 6 above, it will then show the School in the dropdown. 
  11. Save your work.
  12. You're all done! You have successfully registered a new student!

Registering an Existing Student

  1. Find the existing constituent record for the student.
  2. Click on the Custom Tab and navigate to the "Edu Registration" radio button.
    1. If a registration already exists that you would like to use:
      1. Select the existing registration for the student for the current school year.
      2. Update the student's information as needed. If you need to change contact information populated by dropdowns, put a checkmark in the "Show Dropdowns" checkbox to reload the dropdowns. If you change the liability form date, any future sessions belonging to the student will reflect that new date.
    2. If you would like to create a new registration:
      1. Click the "Add" button at the bottom of the screen and follow steps 9-10 above for registering new students.
  3. Save your work.
  4. You're all done!

Recording Attendance

Please see this KB article for information on all attendance recording functionality.

Reports

Found in the Reports module in the Education folder, there are two custom reports to help track information on your education classes.

Student Contact Sheet ©

This report shows registration information for all students in the given session, and mimics the Education Registration screen.

Student Registrations Report ©

This report shows payment and other registration status information for all students in the given session. It is designed as a quick way to get a class's roster and determine if there are any outstanding balances.

Education Maintenance ©

This report shows issues on education registrations and sessions for the given season, including:

  1. Class purchases not tied to a registration
  2. Registrations not tied to a class
  3. Students with dummy birthdate information. (If no birthdate is specified for a Child Member on the household, the system assigns them a dummy birthdate of January 1, [current year]-5 to make them 5 years old.
  4. Students whose Birthdate attribute does not match the birthdate on the registration
  5. Students whose Student Grade attribute does not match the grade on the registration
  6. Students with multiple active registrations with different information
  7. Students with registrations missing specific data
Alert
Your organization should schedule this report to run on a regular basis.

Background Processes

When a new student is registered, a background process will immediately do the following:

  • Create a salutation for student with the "Education" salutation type.
A background process, running approximately every 30 minutes, does the following:
  • Links sub-lineitems for the student to their Edu Sessions screen, which in turn reflects the cost, amount paid, and enrollment and attendance status for each sub-lineitem based on the constituent's corresponding order.
  • Inactivates registrations last updated more than a year ago that are not tied to a class.
A nightly process does the following:
  • Creates "Education" salutations for any students without that salutation type.

A background process, run only on June 1, does the following:

  • Advances each student to the next grade level, for grades Pre-K through 12 only.
  • Updates school years listed on custom forms, reports, Student Grade attribute, and TNEW screens.
TNEW screens are only updated if the "Class_Grade" field displays the schoolyear in this format: "2###-2###", e.g. 2018-2019

Education Registration Hub 

The Education Registration Online Hub allows patrons to create new and alter existing education registrations online. Registration forms are built from the TNEW auxiliary forms tables and can be used in conjunction with or in addition to the auxiliary form functionality on performances offered by TNEW. That is, registrations using custom TNEW forms can be filled out during the cart process and/or through the hub, depending on your organization's preference.




Setup

Initial Setup

Info
This section need only be done once for your organization.
  1. On the TNEW Admin page:
    1. Navigate to Site Setup->Customization Management and put checkmarks in the following boxes if not already filled in:
      1. Enable Local Procedure Access Control List
      2. lp_build_reg_hub_form
      3. lp_build_reg_form
      4. lp_process_reg_submit
    2. Click "Save".      

Performance Setup

Info
This section needs to be done for each performance using the hub.
  1. In Tessitura, navigate to the performance that should be displayed on the hub.
    1. Form selection:
      1. If the registration form should appear during the purchase, follow the standard TNEW auxiliary form setup, ensuring that a ticketing keyword in the "TN_Express_AUX" category is tied to the performance.
      2. If the registration form should only appear in the hub, add the "Registration Form" content item to the performance, and select the appropriate form.
    2. Add a "Registration Age Type" content item.
      1. This content item determines some behavior of the form in the hub as well as how the information is parsed later on. Forms with the "Child" age type will only show Child members of that household on new registration. Similarly, forms with the "Adult" age type will show the Adult members, and "Mixed" age type will show all household members.
    3. (Optional) Add the "Registration Hub Display End Date" content item.
      1. This content item determines when the hub should no longer display the registration. Any registration displayed in the hub can be edited, so it may be necessary to set this for older registrations or registrations that need to be locked after a certain date.
    4. (Optional) Add the "Full Title" content item.
      1. This content item is displayed under the "Sessions" heading in the hub. If this content item does not exist, then the description from the Performance screen in Ticketing Setup is shown.
      2. Please note: This content item is used directly in building the HTML form. Use <br> in place of new lines, otherwise the form may not behave properly.
    5. (Optional)  Add the "Class Dates" content item.
      1. This content item is displayed under the "Dates" heading in the hub. If this content item does not exist for all of the performances in the patron's hub, the entire Dates column will not be displayed.
      2. Please note: This content item is used directly in building the HTML form. Use <br> in place of new lines, otherwise the form may not behave properly.
    6. (Optional)  Add the "Email Template" content item. (See next step for creating a template.)
      1. This content item is used to send a patron a confirmation email after they make any changes to existing or new registrations via the hub. If the performance does not have this content item, then no email will be sent.

  1. In Ticketing Setup->HTML Templates, add or update an email confirmation to be sent to the patron after submitting any changes to existing or new registrations.
    1. Any order confirmation HTML email template in Ticketing Setup can be used, but the "Edu Reg Confirmation" HTML template is intended as a starting point for sending out a notification related to registration updates. The "Edu Reg Confirmation" HTML template needs to be modified to reflect your organization's information before being used.
      In TEST, the confirmation email is sent to the Consortium organization's power user, rather than the patron. 
  2. In System Tables, navigate to LVRS_TNEW_CUSTOM_FORM_SAVE_DATA and ensure that the form being used has the CSI_Contact_Method set to "Online Class Registration".

Seat Maximum Quantity

If using the hub in conjunction with the auxiliary form functionality on performances, the "Seat Maximum Quantity" must remain at "1" to ensure that each registration completed within the purchase path is tied to one education session.

If using the hub exclusively to replace the auxiliary form functionality on performances, the "Seat Maximum Quantity" setting no longer needs to be capped at "1". Patrons are able to purchase any number of sessions, checkout, and then register each student for those sessions at a later time via the hub. To update the "Seat Maximum Quantity" setting, complete the following:
  1. On the TNEW Admin page
    1. Navigate to Site Data->Product Type Editor
    2. In the "Performance Product Class" section, locate the product type(s) associated with any education offerings and click "edit" to expand:

    3. Navigate to the "Ticketing" section within the product type and click "edit" to update the "Seat Maximum Quantity" setting:


If using the hub for certain performances and the auxiliary form functionality on other performances, the "Seat Maximum Quantity" can be overridden at the individual performance level via the Product Editor. To update the "Seat Maximum Quantity" setting on individual performances, complete the following:
  1. On the TNEW Admin page
    1. Navigate to Site Data->Product Editor
    2. Select the "Performance Product Class" from the dropdown:

    3. Select the relevant production season from the production season dropdown
    4. Select the relevant performance from the performance dropdown
    5. Scroll down to locate the "Seat Maximum Quantity" setting and uncheck the "Inherited Value" checkbox and set the quantity to the desired number:


Use

Hub

The hub displays sub-lineitems tied to performances with linked auxiliary forms. A patron will have the following options:

BUTTON LABEL
CRITERIA
ACTION
Pending Registration
~For sub-lineitems linked to registrations edited or created through the hub that haven't been processed yet
~For sub-lineitems linked to an open CSI, i.e. not yet resolved and/or contains a failed action
None. Button is disabled.
Edit Registration
For sub-lineitems linked to a registration (from the Custom tab->Edu Reg radio button)
When clicked, a new page shows the registration form with the fields pre-filled with the existing registration information.
Register
For all other sub-lineitems
When clicked, a new page shows the registration form with blank fields as well as a household selector so that the patron can choose an existing member of their household for this registration or create a new household member.

When an existing member is chosen from the household selector, the form fields are automatically pre-filled with information from that patron's account, including the latest registration information, if available.

Patrons can access the hub using the following link:
[TNEW BASE URL]/account/login?ReturnUrl=%2Fcomponents%2Fprecart%3Fexec%3Dtrue%26procedureId%3D288
(Replace [TNEW BASE URL] with your organization's TNEW URL, which can be found in LTR_GENERAL_CONSTS.)
This will bring patrons to the sign in screen and then, upon successful sign-in, redirect them automatically to the hub.

Sub-lineitem Criteria

The hub will display registration options for sub-lineitems that fit all of the following:
  1. Sub-lineitem must not have one of the following statuses:
    1. Return
    2. Void-Returned in this order
    3. Void-Returned in other order
    4. Return in Benevolent Mode
  2. Sub-lineitem must be on an order where the owner or initiator is the logged-in patron
  3. Sub-lineitem must be tied to a performance that either:
    1. Uses the standard TNEW auxiliary form setup with a ticketing keyword in the "TN_Express_AUX" category
    2. OR uses the "Registration Form" content item
  4. Sub-lineitem must be tied to a performance that has a "Registration Age Type
  5. The form linked in either the ticketing keyword or content item above must have the CSI_Contact_Method set to "Online Class Registration" in LVRS_TNEW_CUSTOM_FORM_SAVE_DATA
  6. Sub-lineitem must be tied to a performance in an active season
  7. If sub-lineitem is tied to a performance with a "Registration Hub Display End Date" content item, the value of that content item must be greater than or equal to the current date
If the patron has no registrations that fit the criteria above, they will see this screen:

Registration Screen & Processing

Once the patron clicks on a "Edit Registration" or "Register" button in the hub, a new page will display the registration form. See the table above for more information.
After the patron clicks "Submit" on the registration form, the responses will be saved to a backend table and then handled by the custom education registration process. Existing registrations are updated to reflect the new submitted information. New registrations are created and linked to the sub-lineitem.
If the process encounters any issues with the responses, it will create a CSI with the response and the Consortium Organization's staff will need to fix the issue on the CSI in order for the registration to be processed. This is the same approach as when a registration entered through the standard TNEW auxiliary form has an issue. 
Any registrations awaiting backend processing or having issues will be displayed in the hub with the "Pending" status. See the table above for more information.

Reporting

OnlineFormResponse Constituent Custom Screen

The OnlineFormResponse radio button on the Constituent Custom tab shows results from online custom forms saved through non pre-cart auxiliary forms for the patron. 
Status can be one of the following:
  1. Pending
    1. Received from patron but not yet processed 
  2. Issue
    1. Received from patron, attempted to process but encountered an issue. A CSI has been created and needs to be resolved.
  3. Resolved
    1. The CSI created from this issue has been successfully processed.
  4. Processed
    1. The response was processed successfully without any need to create a CSI.

Each response can be expanded to show the full response. Lines starting with asterisks (*) indicate that the patron entered different information in that field.

Online Form Responses © Report

The Online Form Responses © report in the Web folder shows results from online custom forms saved through non pre-cart auxiliary forms. Can filter by list and response date range.


Troubleshooting Online Education Registration Customer Service Issues (CSIs)


TNEW allows the creation of Custom Forms which may be attached to certain performances, the results of which are then attached to a constituent's record as a CSI. In order to allow Education Registrations to occur online, PRAC has developed a customization wherein the contents of a CSI can be automatically parsed to the Education Custom Screen as new registrations. For more info on setting this up with your organization, please submit a support ticket.

Why Did the CSI Fail to Parse?

Unexpected or inconsistent data entered online may result in errors that keep the info in the CSI from being parsed into the Education Custom Screen. This will produce an action on the CSI of the action type "Auto Action Failed." Fortunately, they often require only a simple alteration to the record or CSI, and then the custom process can continue as normal.


Alert
Your registration form must include the following fields:
Class_First_Name
Class_Last_Name
Class_Parent_Best_Phone
If one of these fields is missing, the CSI will not be processed.

Alert
If your registration form includes fields that are marked as "Force Required" in LTX_TNEW_CUSTOM_FORM, then your form must have the "Is Required" checkbox filled in for that field in LVRS_TNEW_CUSTOM_FORM_DATA, otherwise the CSI will not be processed.

To see a list of all "Failed" CSIs for your organization, run the Customer Service Issue Tracking report with the following parameters:

CSI Date Range: filled in
Contact Type: Online Class Registration
Show Open Issues Only: Yes
Show Action Steps: Yes

Additional Considerations for Class Registration Forms and Processing:

1. Only CSIs on households and individual records are processed.
2. The performance is filled in based on the associated lineitem for all CSIs, regardless of processing success or failure.
3. If the form does not ask for the Primary Guardian's relationship to the student, the relationship is assumed to be Parent-Child for Child forms and Unknown for Adult and Mixed Age forms.
4. Other Guardians living at the same address as the Primary Guardian will be set as A2 if the Primary Guardian's and Other Guardian's relationship to the student is similar, such as Parent & Parent or Parent & Step-Parent. Otherwise, the Other Guardian will be set as an additional Adult affiliate on the household.
5. Primary Guardians are matched to an existing customer record if all of the following is true:
  1. The customer record is an individual and does not have a Child constituency or Child affiliation to a household
  2. The name on the CSI matches all of the concatenated name fields on the customer record; The Name fields considered are the General Tab's first+last, first+middle+last, and the Name-->Aliases Tab's Alias First Name+Alias Last Name
  3. The address on the CSI matches an active address on the customer record or its household
  4. The email address on the CSI matches an active email address on the customer record or its household
  5. The phone number on the CSI matches an active phone number on the customer record or its household, or the customer record or its household has no phone numbers
6. Other Guardians are matched to an existing customer record if all of the following is true:
  1. The customer record is an individual and does not have a Child constituency or Child affiliation to a household
  2. The name on the CSI matches all of the concatenated name fields on the customer record; The Name fields considered are the General Tab's first+last, first+middle+last, and the Name-->Aliases Tab's Alias First Name+Alias Last Name
  3. The email address on the CSI matches an active email address on the customer record or its household
  4. The phone number on the CSI matches an active phone number on the customer record or its household, or the customer record or its household has no phone numbers
7. Existing customer records will be picked if any of the following are true:
  1. The existing household has a match with the Primary Guardian as A1 or A2 and the Other Guardian as A1 or A2, and the CSI indicates that the Primary Guardian and Other Guardian live at the same address and their relationship to the student is similar, such as Parent & Parent or Parent & Step-Parent. 
  2. The existing household has a match with the Primary Guardian as A1 and the Other Guardian as an additional Adult member (not A1 or A2), and the CSI indicates that the Primary Guardian and Other Guardian live at the same address and their relationship to the student is not similar, such as Parent & Grandparent
  3. The existing household or individual has a match with the Primary Guardian, and the Other Guardian is unknown or does not live at the same address
  4. The existing household or individual has a match only with the Other Guardian, and the Other Guardian does not live at the same address as the Primary Guardian
  5. The Child member of the existing, selected household matches the CSI's concatenated student name, birthdate, and relationship to the Primary Guardian
8. Existing customer records will not be picked if any of the following are true:
  1. There are multiple members of a household that match for the Primary Guardian or for the Other Guardian
  2. The same record matches both the Primary and Other Guardian
  3. A household would need additional Adult members (the Primary or Other Guardian) added to it
  4. An individual record that isn't the initiator's record and would need to be added to a household
  5. A household that matches the Primary and Other Guardian, but the CSI says that the Other Guardian lives a different address
  6. The initiator's customer record will not be used as the parent record if the initiator has identified a relationship different from the Primary and Other Guardians
9. CSIs will fail if any of the following are true:
  1. Field names, types,values, and required settings do not match LTX_TNEW_CUSTOM_FORM
  2. Fields listed in CSI do not match the fields and/or sort order in LVRS_TNEW_CUSTOM_FORM_DATA
  3. CSI contains answers longer than the destination field in Tessitura will allow
  4. CSI contains blank answers on required fields
  5. CSI contains insufficient address information, so that the minimum requirements for a mailing address (Street1,City,State,Postal Code,Country) are not met
  6. CSI contains phone information that doesn't fit a phone format
  7. CSI contains email address information that doesn't fit an email address format
  8. CSI contains date information that doesn't fit a date format
  9. CSI contains gender information that isn't listed in TR_GENDER
  10. CSI contains grade information that doesn't match an allowed grade
  11. CSI contains Initiator's relationship to the student, but that relation doesn't match an allowed Initiator-Student relationship
  12. CSI contains Primary Guardian's relationship to the student, but that relation that doesn't match an allowed Primary Guardian-Student relationship
  13. CSI contains Other Guardian's relationship to the student, but that relation that doesn't match an allowed Other Guardian-Student relationship
  14. CSI contains emergency contact's relationship to the student, but that relation that doesn't match an allowed Emergency Contact-Student relationship
  15. CSI contains contact information (email/phone) for the Other Guardian, but doesn't include the Other Guardian's names
  16. CSI contains t-shirt size information that doesn't match an allowed size
  17. CSI birthdate indicates a minor but the form has indicated that the student is an adult
  18. CSI birthdate indicates an adult, but the form has indicated that the student is a child
  19. CSI contains a web source not listed in LTR_TNEW_CHECKOUT_SOURCE
  20. CSIs used by forms on TNEW v6 or lower where an existing Primary Guardian could not be found
  21. If multiple CSIs entered at the same time designate different names as the other guardian living at the same address as the primary guardian, the subsequent CSI will fail. This will avoid having households with multiple A2s. These CSIs can be fixed by either changing the A2 record and/or failed CSI as appropriate so that the names match, or by changing the CSI's Same_Address field to No.
  22. If Line Item tied to the form no longer exists in the order that generated the CSI. this can occur if the patron fills out a form, loads a product into their cart, and then deletes that item. If they still go through with a different purchase in the same session sometimes the CSI still saves, but fails to parse. In these instances, review the information to make sure there isn't any pertinent info in the CSI, then add an action and close it. 

Step A - Resolve CSI Errors:

Below are the common errors you are likely to see on an "Auto Action Failed" action. Double click the action to see these details.

  1. "Automatic processing by LP_PROCESS_ONLINE_EDU_DATA failed: Parent name does not match any names on the customer record or HH principal records"
    1. Check out the constituent record. Does the parent name not match the one in the CSI? Which one is in error? Do you need to create a household for the record and affiliate the parent(s)?
    2. Attempt Step B
  2. "Invalid source." This means that the options set up in the "Class_Marketing" field on LVRS_TNEW_CUSTOM_FORM_DATA don't match the "overwrite_desc" in LVRS_TNEW_CHECKOUT_SOURCE.
    1. Check these tables for typos or other reasons that the fields don't match.
    2. Update the tables so they match for any new registrations moving forward
    3. Update the failed CSI in the open text area with the new language that matches the Checkout Source system table. 
    4. Attempt Step B.

Step B - Re-Attempt to Parse the CSI

The process is attempted automatically every 30 minutes between 9am and 9:30pm for open CSIs without an "Auto Action Failed" action. After resolving any errors by following the steps above, if you believe you have resolved the issue:

  1. DELETE the "Auto Action Failed" action.
  2. SAVE and CLOSE the CSI. If it asks you to select a performance, please do so. It does not matter which performance you select. 
  3. Within 30 minutes, a background procedure will attempt to parse the CSI again. 
  4. If you have successfully resolved the issue, after 30 minutes you will see the new registration info populate onto the Education Custom Screen and the CSI will close with an action type of "Action Completed"
  5. If you have not successfully resolved the issue, after 30 minutes you will see a new "Auto Action Failed" action on the CSI. Revisit Step A above and carefully look through the instructions. If you try again and have no luck, you may consider submitting a ticket for assistance from the Support Team. 

Alert
***Consortium organizations are highly encouraged to schedule the Customer Service Issue Tracking report to run on a regular basis so that these issues can be caught and dealt with as soon as possible.
Info
There may be times where a CSI is not parsed within 30 minutes; if this occurs, wait another 30 minutes as the backend processing might be attempting to resolve conflicting info on multiple registrations for the constituent.

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