Absence and Vacation | Troubleshooting

Absence reason not available in WX

If an absence reason is not available to select in the picklist in WX, try these fixes: 

  • Ensure the reason is added as an available value to the Absence Record Type.

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

"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.

"Invalid type on field in record" error when importing an absence accrual pattern

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

An error such as this can be caused when Sage People introduces a new managed package field, and a file containing it is imported into an org which does not yet have the release where the field was introduced. The field is detailed in the error message.

Alternatively, the error could be caused by the importing user not having 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 is seen if the imported .fs file was created in an org that had Salesforce to Salesforce enabled because it adds columns such as ConnectionReceivedID to the file. To resolve:

  • Ensure reusable .fs files are created in orgs where Salesforce to Salesforce is not enabled.

  • 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 Salesforce to Salesforce is not enabled to check all issues are resolved before deploying in a production org.

Unable to set up an absence accrual rule with partial accrual during a paid absence

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 is not available in the picklist, you can add it, see Updating picklist values.

Automatically approved time off requests when submitted by delegated assisstant

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

You can switch off this behavior:

  1. Go to Setup, and 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 be caused by a number of different problems in the configuration. To resolve, check the following:

  • Ensure the picklist values for Reset Month in the Absence Accrual Rule object have not been changed from the default values delivered with the packages.

  • Ensure all team members are assigned 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.

"Attempt to de-reference a null object" error on the accrual log or the WX absence calendar does not load

If you are getting the "attempt to de-reference a null object" error on the Accrual log or the WX absence calendar does not load, check for the following configuration errors:

  • 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 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 Use Rounding is selected, but no value is entered 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 screen shot, or the absences are not 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 Save button is grayed out and "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.

All days in WX absence calendar are grayed out

If all days in the WX absence calendar are grayed out and the calendar does not display the 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 is not blank or is set to zero.

If you use work schedules and find that all days in the absence calendar are grayed out, ensure the work schedule working days have time segments defined. For more information see Defining time segments.

Values with too many decimal places in the Absence Balance report in WX

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 blank 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 are not compatible with each other can cause this issue. For example, a work days holiday with Day of Month recurrence where a day of the week is specified 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. If the value of the Employment Status is included in the Has Left section of the HCM package configuration page, manager actions in WX are suppressed.

In WX, the new Time off screen does not load for large teams

Ensure a value other than None is selected in the Rounding Mode field in the absence accrual rule.

Team members unable to see the team view of the absence booking screen in WX

Check the Rounding Mode in the absence accrual rule. If rounding is not used, select the value None.

"Divide by zero" error

If you are seeing a "Divide by zero" error in the Apex job logs for the Absence Balance batch or when entering the accrual log for a team member, review absence records 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 may be seen when using timesheet based accrual. If you configure an absence accrual rule for timesheet based accrual and if the employee has Hours Worked = 0, the accrual log displays a divide by 0 error. 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, start by reviewing the team member's Accrual Log to 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 is added to the accrued entitlement balances. Total Balance and Year End Balance in WX include unexpired carry over. These balances are displayed if Show Accrued Total and Show Year End Balance are selected in the absence accrual rule.

  • Has the team member's absence accrual pattern changed? To ensure changes are applied 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 they do not match, the team member's FTE is not 1, and if Adjust Rate For FTE in the absence accrual rule is selected, the accrual rate is adjusted according to the FTE value, giving a higher or lower amount than the accrual for standard full time hours.

    • If you do not 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 linked to the standard policy as well as the work schedules for any part time hours arrangements you support. Work schedule assignments have start and end dates, so changes to working hours can be applied to absence accrual accordingly.

Team member's 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 is expected, 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 accrual rule for the type of absence the team member took. See Example: Pro rata accrual during an unpaid absence for a worked example of 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: 

  • The absence accrual rule for vacation is set to accrue per a time period, and the seniority or seniorities 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 this setting is unchecked, if the team member acquired a negative balance in one year, the negative balance is carried on 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 any absence records have been data loaded by the HR team. Blocks are not enforced when records are imported into the system. For example, if 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. If a team member has already booked their entire entitlement by the time you data load the records to cover the compulsory leave, the records are created 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 has taken unpaid leave has a smaller vacation accrual as a result, review the Accrue During Unpaid Absence setting in the absence accrual rule for the type of absence the team member took. See Example: Pro rata accrual during an unpaid absence for a worked example of how the different options for Accrue During Unpaid Absence can affect accrual during a month with unpaid absences and public holidays.

Team member has 1 day remaining, but is unable to book it

If a team member is unable to book time off for their last remaining day or half day of their vacation entitlement for a year, review the rounding settings in the vacation absence accrual rule. Rounding settings in combination with the Block Minimum Year End setting in the absence accrual seniority can cause this issue. For example, if a team member's actual balance of 0.75 days is rounded according to rouding settings to display as 1 day, and Block Minimum Year End is set to -0.1, the team member is unable to book 1 day because it would 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 typical to accrued absence reasons 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 displayed to WX user clear enough? The messages for alerts, blocks, and evidence requests are defined in the absence accrual rule for the reason. The alert message is used for all types for alert limits, the block message for all block limits, and the evidence message for evidence limits. For more information see Creating an absence accrual rule.