Absence and Vacation | Troubleshooting

Absence reason not available in WX

If an absence reason isn’t available to select in the picklist in WX, try these fixes: 

  • Ensure you've added the reason as an available value to the Absence Record Type

  • Ensure the reason's API Name exactly matches the Reason defined in the Absence Accrual Rule. You'll find this in the Reason field picklist in the Absence object

"Post Operations Data Error" in WX

A user attempting to submit a time off request in 2023 received a Post Operations Data Error in WX.

"Post Operations Data Error" suggests the issue is related to data. In this specific case, the Absence Accrual Pattern had a circular loop related to inheritance.

If you see a similar error, review the Inherits From settings and remove any circular loops.

Error: "Invalid type on field in record"

Error received when importing Absence Accrual Pattern (.fs file): Invalid type on field in record, field is fta_hide_absence_detail_c

A new managed package field can cause this error when the system introduces it. The error occurs if you import a file containing that field into an org that hasn’t yet received the release. The system details the field in the error message.

Alternatively, the error can occur when the importing user doesn't have permissions to access the field mentioned in the error message. Review the field level access to the field mentioned in the error message.

"No such column ConnectionReceivedID" error when importing a .fs file

When using Payflow to import .fs files such as a payflow service, absence accrual pattern, or work days pattern, received an error "No such column ConnectionReceivedID:

This error message displays if you created the imported .fs file in an org that had Salesforce to Salesforce enabled because it adds columns such as ConnectionReceivedID to the file. To resolve:

  • Ensure you create reusable .fs files in orgs where you haven't enabled Salesforce to Salesforce

  • Manually remove from the .fs file all references created by having Salesforce to Salesforce enabled, such as ConnectionReceivedID. Test the .fs import in a trial org where you haven't enabled Salesforce to Salesforce. Check you've resolved all issues before deploying in a production org

Can't set up an absence accrual rule with partial accrual

Partial accrual during paid absence can be achieved by using the Pro Rata option for the field Accrue During Paid Absence. in the Absence Accrual Rule.

If the value isn’t available in the picklist, you can add it, see Updating picklist values.

Automatically approved time off requests when submitted by a delegated assistant

When an assistant with delegated access using roles submits a time off request, the system automatically approves the request.

You can switch off this behavior:

  1. Go to Setup. In Quick Find, enter installed and select Installed Packages from the search results.

  2. For the Time package, select Configure.

  3. Select the checkbox in Time Features: Stop delegated assistant approving own absences.

  4. Select Save.

Error with a vacation type absence: Attempt to de-reference null object

The "Attempt to de-reference null object" error can occur with several different problems in the configuration. To resolve, check the following:

  • Ensure you haven't changed the picklist values for Reset Month in the Absence Accrual Rule object from the default values

  • Ensure you assign all team members policies with a defined absence accrual pattern and work days pattern

  • Add an additional absence accrual rule using vacation as the type to this absence accrual pattern. To hide this additional accrual rule from team members in WX, set the Entitlement Start to 999

Error: "Attempt to de-reference a null object"

If the "attempt to de-reference a null object" error displays on the Accrual log or the WX absence calendar doesn't load, check the following:

  • Does the policy have no work days pattern defined? If not, add it

  • Does the policy have no absence accrual pattern defined? If not, add it

  • Are there any Absence Accrual records with future dated Effective Dates? If so, either delete the Absence Accrual records or change the Effective Dates to today or a past date

  • Are there any configuration errors in the work days pattern, such as the setup of public holidays. For example, recurring holidays missing a month value

  • Are there any configuration errors in the absence accrual rule. For example, missing a value in the Rate Per field. Or you've selected Use Rounding, but not entered a value in the Rounding To Nearest field

  • Historic absence records imported to the org are missing a value from the Days/Hours field

"Missing Team Members" error in the Apex job logs

In Apex Jobs, an error message displays for the Persistence Service batch:

First error: Missing Team Members (record ID number)

Screenshot: An error displayed for the Persistence Service batch on the Apex Jobs page

To resolve, ensure all team members have active employment records.

"Invalid integer: AC" error in the Apex job logs

An Apex job error such as "First error: Invalid integer: AC" shown in the following screenshot, or the absences aren’t deducting correctly:

Screenshot: Apex job error "First error: Invalid integer: AC"

To resolve, check the absence accrual rule for spaces in the Deduct Order field:

Screenshot: Absence Accrual Rule, Deduct Order field highlighted

Remove any spaces from the field.

Save button grayed out when attempting to change the Deduct Order

Trying to change the Deduct Order, but the system has grayed out the Save button. The "Feature is not currently available" message displays.

To resolve, follow instructions to enable Enhanced absence features.

Insufficient privileges error for iCalendar file downloads

When attempting to download an absence as an iCalendar (ICS) file in WX, an error message displays:

"Insufficient Privileges: You do not have the level of access necessary…"

To resolve, review settings and permission set assignments:

  • On the Time package configuration page, make sure the Enable ICS download field has the correct setting

  • Check the team member's permission set assignment. iCalendar downloads require the Sage People Platform Team Member fta permission set

The systems has grayed out all days in WX absence calendar

If the system grays out all days in the WX absence calendar and doesn't display work days or holidays from the Work Days Pattern:

Annotated screenshot: Comparison between absence calendars where Time Off calendar is fully grayed out

Make sure the Hours Worked field in the employment record isn’t blank or zero.

If you use work schedules, you can find that the system grays out all days in the absence calendar. Ensure you've defined time segments for the work schedule working days. For more information, see Defining time segments.

Values with too many decimal places in the Absence Balance report

The Absence Balance report in WX Analytics Vacation Balances displays values with up to 15 decimal digits. To show values with fewer decimal places, create a formula field on the Absence Balances object to round the number appropriately. For more information, see the Formula library.

Blank screen or calendar after selecting the Absence and Vacation WX process

Selecting Absence and Vacation WX Process results in a blank screen or the calendar is blank.

To resolve, check the work days pattern. The accrual balance calculation references the work days pattern and, by extension, any work days holidays.

A work days holiday set up with recurrence options that aren’t compatible with each other can cause this issue. For example, a work days holiday with Day of Month recurrence where you've specified a day of the week instead. Or Western Easter without a day of the week.

No manager action when a team member requests an absence

Check the team member's Employment Status. The system can suppress manager actions in WX. This can happen If you include the value of the Employment Status as Has Left in the section of the HCM package configuration page.

In WX, the Time off screen doesn't load for large teams

Ensure you select a value other than None in the Rounding Mode field in the absence accrual rule.

Team members can't see the team view of absence booking

Check the Rounding Mode in the absence accrual rule. If you haven't used rounding, select the value None.

"Divide by zero" error

You can see a "Divide by zero" error in the Apex job logs for the Absence Balance batch. Or when entering a team member's accrual log. Review their absence records. Look for an absence with an end date before a start date. The easiest way to do this is with a report.

Another possibility for the "Divide by zero" error is when using timesheet-based accrual. If you configure an absence accrual rule for timesheet‑based accrual and the employee has Hours Worked = 0, the system triggers an error. The accrual log then displays a divide‑by‑zero message. To work around this issue, remove the zero so the Hours Worked field is blank (no value rather than the value of zero).

Team member's vacation balance is incorrect or unexpected

If the team member's vacation balance seems incorrect, review the team member's Accrual Log. See if it helps explain why the balance displays this value.

Then review the following:

  • Does the team member have carry over? Until carry over expires, the available amount adds to the accrued entitlement balances. Total Balance and Year End Balance in WX include unexpired carry over. These balances display if you select Show Accrued Total and Show Year End Balance in the absence accrual rule

  • Has the team member's absence accrual pattern changed? To ensure changes apply correctly from the date of change, use an absence accrual. For more information, see the community article Creating an absence accrual

  • Is the team member now working fewer hours or more hours than before? 

    • Check the Hours per Week in the team member's policy and Hours Worked in the team member's employment record. If the values don’t match, the team member’s FTE isn't 1. If you select Adjust Rate For FTE in the absence accrual rule, the system adjusts the accrual rate according to the FTE value. This results in a higher or lower amount than the standard full‑time accrual

    • If you don’t use work schedules, add an absence accrual for the time of the change. For more information, see the community article Creating an absence accrual

    • If you use work schedules, maintain a work schedule for standard full-time hours and link it to the standard policy. Also maintain work schedules for any part-time hours arrangements you support. Work schedule assignments have start and end dates, so you can apply changes to working hours to absence accrual accordingly

Accrual Log shows a smaller or larger accrual than expected

If a team member's Accrual Log shows a vacation accrual amount different from what you expect, review the following details:

  • Does the team member have an absence adjustment? If yes, then consider the following:

    • Does the value of the adjustment match the accrual log?

    • Does the adjustment have start and end dates?

    • Are the adjustment dates correct? 

    For more information about absence adjustments, see Applying adjustments to absence settings.

  • Did the team member have any leave during the period when the accrual is different from expected? If yes: 

    • Review the Accrue During Paid Absence and Accrue During Unpaid Absence settings in the absence. Look for the type of absence the team member took. See Example: Pro rata accrual during an unpaid absence for an example we've worked. It shows how the different options for Accrue During Unpaid Absence can affect accrual during a month with unpaid absences and public holidays

Vacation balance displays negative values

If a team member's vacation balance displays negative values, check the following: 

  • You've set the absence accrual rule for vacation to accrue per a time period. The seniority or seniorities you've associated with the rule set the rate of accrual. For example: Rate Per set to Month in the rule, and Rate set to 2.0833 (days) in the seniority

  • The setting Zero Negative Accrual On Reset in the absence accrual rule. If you don't check this setting, and the team member has a negative balance in one year, this carries to the next vacation year. Select Zero Negative Accrual On Reset to clear any negative balances when entitlements reset

  • The values of Block Maximum Total, Block Minimum Accrual, and Block Minimum Year End in the absence accrual seniority. These settings are designed to prevent team members going into negative balances. For descriptions of these settings and examples, see Defining accrual and limit parameters

  • If the HR team have data loaded any absence records. The system doesn't enforce blocks with it imports records. For example, your organization closes down between Christmas and New Year and requires employees to use their vacation entitlement for those days. Your HR team can data load the absence records into the system to make them visible in the WX absence calendar. However, a team member has already booked their entire entitlement by the time you data load the records to cover the compulsory leave. The system creates the records without validating against the block limits and the team member's balance goes into the negative

Unpaid absences affect a team member's vacation accrual

If a team member who takes unpaid leave has a smaller vacation accrual as a result, review the Accrue During Unpaid Absence setting. This is in the absence accrual rule. Look for the type of absence the team member took. See Example: Pro rata accrual during an unpaid absence for an example we've worked. This shows how the different options for Accrue During Unpaid Absence can affect accrual during a month with unpaid absences and public holidays.

Team member has one day remaining, but is unable to book it

If a team member can't book time off for their last remaining vacation entitlement for a year, review the rounding settings. These are in the vacation absence accrual rule. Rounding settings along with the Block Minimum Year End setting in the absence accrual seniority can cause this issue. For example, a team member's actual balance of 0.75 days rounds according to rounding settings to display as 1 day. You've set Block Minimum Year End to -0.1. The team member can't book 1 day because it will take their projected year-end balance to -0.25.

To resolve, consider changing the value of Block Minimum Year End.

Team members get "Maximum allowance reached" messages when requesting sick leave

If team members are having issues requesting any specific absence reason, such as sick leave, review the setup for that reason: 

  • Is the reason entered exactly the same way in the absence accrual rule and the Reason field? 

  • What are the alert and block settings in the absence accrual seniority? For non-accrued absence reasons, pay attention to Block Minimum Accrual and Block Minimum Year End settings. For example, having a small negative value such as -0.1 in Block Minimum Year End can block team members from requesting any non-accrued sick leave. For non-accrued absences, consider using alert and block limits based on maximum amounts and number of occurrences only. For more information about these settings, see Defining accrual and limit parameters

  • Is the message you're displaying to WX user clear enough? You'll define the messages for alerts, blocks, and evidence requests in the absence accrual rule for the reason. The system uses the alert message for all types for alert limits. It also does this for the block message for all block limits, and the evidence message for evidence limits. For more information, see Creating an absence accrual rule