People Management Workflow | Troubleshooting

Viewing and submitting HR requests

Manager has issues viewing People Management Workflow

If the manager is having trouble viewing People Management Workflow in WX, or the popup window to view submitted requests:

Confirm the Sage People Platform Team Member fHCM permission set has the following Apex classes:
- AutoCompleteCtrl
- HRRequestModel
Check the browser console for errors suggesting fields don't mirror the HR Request object correctly:
1. Log into WX as a manager.
2. Open Developer Tools in Chrome. Select the menu icon, then select More Tools, then Developer Console.
3. Ensure the Console tab is visible.
4. View the request.
5. If you haven't mapped any field to the object correctly, the console shows errors describing the issue. For example, "No such column <field_name> on entity <object_name>". As shown in the following example:

Fields missing in People Management Workflow in WX

If the People Management Workflow entry page isn't displaying the correct fields from the field set, review the profile permissions.

Confirm you've selected the following in the Fairsail Platform Team Member Profile:

For HR Request in the Custom Object Permissions: Read, Create, Edit, and Delete
You've enabled the following Apex Classes:
- fHCM2.HRRequestForm
- fHCM2.HRRequestTypeController
- fHCM2.HRRequestModel

For more information on profile and permission set changes for People Management Workflow, see People Management Workflow | Changes to profile and permission set access.

Not able to see Job in People Management Workflow

If you can't see the Job field in WX when viewing People Management Workflow, review the profile or permission set access to the field.

When using a lookup item like Job or Work Location, you need to grant the Fairsail Platform Team Member Profile Read access. this is to the Job Library or Work Location object.

If the profile doesn't have access, although the field is in the HR request type field set, it doesn't display in WX.

Bonus Reason field not showing in WX

Review field level security for the field:

Go to Setup , and select the HR Requests object.
From the sidebar select Fields & Relationships, and then select the Bonus Reason field.
Select Set Field-Level Security.
Verify the Field-Level Security for Profile settings. Ensure you've selected Visible for Fairsail Platform Team Member Profile:

Some users can't amend an HR request

If you have two or more users with the same profile and permission sets but only one of them can amend the HR request:

Review the record eligibility settings in the approval process. You'll typically set this to Administrator or Current Approver. Make the necessary changes
Review the HR Manager queue to ensure you've defined both approvers in this queue

Fetch operation data failed error in WX

Managers can get the "Fetch operation data failed" error in WX when submitting an employment change request. The issue is likely to be related to fields in the request.

HR Request Form fetch failed error

Managers in WX can see an "HR Request Form fetch failed" error on the Details screen in WX after selecting a request type. Check the fields in the Additional Information field set. If the field set contains fields that don't exist in the HR Request object, the browser console displays errors.vFor example, "Visualforce Remoting Exception: Invalid field <field_name> for fHMC2__HR_Request__c". To resolve, ensure you've mirrored fields correctly from the Team Member Employment Record, Salary, and Bonus object to the HR Request object.

Approvals

Approval process not triggering

Sometimes the approval process for People Management Workflow doesn’t trigger. Ensure you include the Group: All Internal Users as part of the Initial submitters in the approval process:

If you have multiple approval processes for different employment change requests and the correct one isn't triggering, check the entry criteria.

Unable to submit for approval error

Error Message: Unable to Submit for Approval: The record doesn't meet the entry criteria. Or initial submitters of any active approval processes. Contact your administrator for assistance.

You get this message when submitting an HR request for approval:

Screenshot: Error message Unable to Submit for Approval

To resolve:

Review your approval process to ensure you cover all possible conditions
Ensure the team member has a relationship with all users you name in the approval process

No notification emails for approvers

Approvers don't get emails notifying them of what they need to approve.

Ensure users make employment change requests from WX. Requests users submit from the HR Manager portal don't launch approval notifications.

Users aren't receiving approval emails

If users don't receive the emails to approve an HR request, ensure you've set the Email Approval Sender to an org-wide email address. this is rather than Approval Submitter:

Also ensure you've verified the email address from which approval emails send. If you don't use an organization-wide email address, ensure you've verified the email addresses of managers and approvers in the process.

Approval process doesn't trigger for an HR request

When entering the details for an HR request in the HR Portal, the approval process isn't triggering automatically. Ensure you enter a value to the One Up Manager field. And use the Submit for Approval button to send the request to the approval process.

If the button doesn't display, update the page layout.

Approver doesn't see all fields in the request in WX

You can avoid issues with managers not seeing all the fields in the request in WX. Encourage all WX users to approve employment change requests in People Management Workflow. This is rather than directly from the WX Actions page. When approving in People Management Workflow, approvers can always see all the changes. These are based on the fields in the HR request type and Additional Fields field set. And the name of the manager who submitted the request. The approval screen in People Management Workflow also contains a Requests History section for individual requests.

WX Actions page still uses the WX HR Request or HR Request field sets. It does this in the Team Member, Employment Request, Salary, or Bonus objects to display fields to approvers. Add all the fields you use in all the HR request types to these field sets to make them available for the WX Actions page.

Additional information fields for approvers don't display

If you don't change the value of the field, then it doesn't display to approvers. This applies to fields in the HR request type field sets and to fields in the Additional Information field set.

Details of changes aren't visible when approving

When using an approval process for employment change requests, the Approval Details screen doesn't display all the details.

Update the Approval page layout in the Approval Process for the HR Request:

Go to Setup. In Quick Find, enter approval, and select Approval Processes from the search results.
In the Manage Approval Process for: select HR Request.
Select the appropriate approval process.
Select Edit and select Approval Page Layout.
From the Available Fields panel, move all the fields you require into the Selected Fields panel.
Select Next and then select Save.

Finalizing

finalized batch fails

If the HR Request Finalize batch fails, the three most typical causes are:

The request is trying to update an inactive employment record
Picklist options between the HR Request field and the related object field don't match. You need the same options in both, in the same order
The rate value for the Salary or Bonus currency is blank

By default, the Finalize batch includes up to 200 HR request records. If any of the requests in the batch fails to process correctly, the entire batch fails. The system doesn't finalize any of the HR requests in the batch. It can take time to track down the HR request that caused the batch to fail.

You can mitigate this risk by changing the batch size to a smaller number. Using the batch size of one means the HR requests process in batches of one request per batch. This makes it easier to address any issues and enables HR requests without issues to finalize.

HR requests aren’t finalizing

Ensure the Employment Records to which you link the HR requests are active. The finalizing batch won't run if it contains any requests against inactive records.

A request with a Finalized Date isn’t finalized

An employment change request can't finalize without going through the finalizing process. This triggers from the Finalize button on the HR Requests tab in the HR Manager portal. Or through the HR Request Finalize batch job. The system doesn't change employment and other records e until the request completes the finalization process.

Adding a Finalized Date to the request doesn't trigger the finalization process.

The HR Request Finalize batch doesn't act on requests unless they are in the Approved state.

To resolve, remove the Finalized Date. Review the request details and, if necessary, complete the approval steps. Then use the Finalize button to finalize.

Attempt to de-reference a null object in the HR Request Finalize batch log

The "Attempt to de-reference a null object" error for the HR Request Finalize batch relates to an inactive record. For example, a request updating an inactive Employment Record. Or requests with inactive User records you linked to the request or in the approval process.

INVALID_OR_NULL_FOR_RESTRICTED_PICKLIST error when finalizing

To resolve the "INVALID_OR_NULL_FOR_RESTRICTED_PICKLIST, bad value for restricted picklist field" error, review the picklist values for the HR Request field. This is in the Status Detail column for the HR Request Finalize batch. Or in the error message when triggering with Finalize button.

Ensure the picklist values available in the HR Request field and the related object field match exactly. This is for both fields.

CIRCULAR_DEPENDENCY error when finalizing

The "CIRCULAR_DEPENDENCY, Hierarchy Constraint Violation" for the Manager field error when finalizing can display. This suggests the request is attempting to set the team member as their own manager, which we don't permit.

No access to Apex class HRRequestExecute when finalizing

When attempting to finalize an HR Request, an error displays. It reads "You do not have access to the Apex class named 'HRRequestExecute'."

To resolve, enable the Apex Class HRRequestExecute for any profile that has access to HR requests. For more information on profile and permission set changes for People Management Workflow, see People Management Workflow | Changes to profile and permission set access.

Insert failed error when finalizing

When trying to finalize an HR request Insert failed error message displays.

To resolve, deselect the Unique checkbox for that field in the HR Request object.

The finalized request doesn’t update related records

The HR request has finalized but the new data doesn't update in the Team Member, Employment, Salary, or Bonus records.

To resolve:

Review the fields in the HR Request object to check they match the data type of the mirrored field. Do this for the Team Member, Employment Record, Salary, or Bonus object. Also ensure the HR Request fields use the correct prefixes. For more information, see People Management Workflow | Create a new field in the HR Request object.
If the field is a picklist field, confirm the picklist values are the same. And in the same order in the HR Request object field and the Team Member, Employment Record, Salary, or Bonus object field.

User record doesn't update with changes to the team member record

You change the manager on the Team Member record, but the User record doesn't update with the current manager.

To resolve, data load all managers back into the Team Member record and User records will sync.

Salary record created without salary changes

You created a salary record when you finalized an HR request, yet the HR request doesn't contain a salary change. Review the setup:

Check all the fields on the HR Request object using a report. Look for any fields where the API Name starts with S followed by an underscore
Check any Flows, workflow rules, or process builders that trigger from Team Member, Employment Record, or HR Request records. Ensure you don't create new salary records this way