Background: Totara now integrates with MTM and sends class information every night. The scheduler has the ability to check a box to have MTM not create a survey for a class. The common scenario for this is when we teach several courses during the week at a customer site and we only want them to receive one survey at the end of the week, not multiple surveys.   

  • Tier 1 steps: 
    • Assign the ticket to agent for research
    • Log into MTM and verify that the survey is not appearing in the system
    • Once verified that there is no survey, assign ticket to Tier  2 – scheduler (Laurie Kovolew) for research on class set up.
  • Tier 2 steps: 
    • Verify that the classes with missing surveys do have different rosters do not have the box checks to not send to MTM  in Totara
    • Uncheck the boxes if needed in Totara to have the class pass to MTM, it will not appear until the next day
    • If above was done correctly, escalate the ticket to Tier 3 - MTM account team
  • Tier 3 steps: 
    • Brianna Moses or Donna Mocny will escalate to the MTM account team for investigation and resolution
  • Resolution: whomever owns the ticket upon resolution should inform the trainer what happened