Troubleshooting recommendations

Brian LeBlanc

We occasionally are notified of recommendations that have some sort of problem preventing the teacher from submitting. Since the teacher is not a user, we don't have a way to impersonate to figure out where something is off. Is there a way that admissions staff can see in-progress recommendations so that we can troubleshoot when things go wrong? Thanks!

Troy Burki

Hey Brian,

What I do is ask the teacher to forward the recommendation request email from the system and then I can use the "accept" link from that message and view the recommendation.

You also might be able to get them to share the link from within the recommendation but I can't remember.

Troy

Brian LeBlanc

Thanks Troy! I'll give that a shot next time it happens and see if that will solve the problem. I appreciate it!

Coco Parham

Sometimes it is due to waiving the request before the teacher opens it. I have impersonated the parent and resent the link.

Pamela MaestreSlaski

@Brian LeBlanc
If they are able to open the link and complete the form but are unable to submit it, I then ask the teacher to forward the email with the link, and usually, I am able to retrieve the completed form or as someone else mentioned I impersonate the parent, and resend. But that doesn't always work. Most of the time it's a Firewall issue on their end, or they have to use another browser, and usually, that works but not always. All of this is very frustrating and takes time. But in the last couple of weeks, I am now getting teachers saying they aren't able to open up the link. Luckily I have our old form in a PDF which I then email to them. Also, frustrating and time-consuming when it becomes a regular request. Wish BB would fix this

Kim Hughes

@Brian LeBlanc

I believe we've had an issue when records were merged after the request was made too and the link was then invalid. We had to go the impersonation/resend route so they could get in.