Troubleshooting

Administrator users see WX with Salesforce tabs displayed at the top of the page

Switch to Salesforce Classic interface, go to WX, and then switch back to Salesforce Lightning Experience.

Team member with no access to admin functions is logged into HR Manager portal when first signing in

If the team member has legitimate access to the HR Manager portal, then the system has remembered where the user has logged out from.

If the team member does not have admin access, they are using the incorrect URL. This behavior probably only occurs the first time they log in. To prevent this behavior, give team members the WX URL in the correct format:

https://<org's my domain>--fhcm2.vf.force.com/apex/CollaborationPortalIndex

"WX is not active. Select the WX is Active checkbox on the Policy to activate." message when logging into WX

Confirm the profiles in the org have Read permission to the Policy object and that they have read access to the WX is Active field on that object.

WX logo not displaying or the color accent not updating

If WX logo does not display or the color accent does not update to the specified color, clear the cache (browsing history) in your web browser.

Logo is not updating in WX

Check the following

  • Go to the policy assigned to the team member who is not the updated logo through their HR Department and ensure the WX Logo field displays the updated logo.
  • Go to Setup, and in Quick Find enter installed and select Installed Packages. Then select Configure for the HCM package. On the HCM package Configure page check the Minimize Network Traffic option is selected.

A process not displaying in WX as expected

To resolve: 

  • Check the process is enabled in the policy.
  • Go to the WX Services tab and check the process is active and is not blocked by a Start or End Date.
  • Go to Setup, and in Quick Find enter installed and select Installed Packages from the search results. Select Configure for the HCM package. In the process area check the process is selected for team member and any other user group requiring access.

  • Check if you have an unpopulated lookup field in a WX field set. An unpopulated field in a WX field set can cause the process to not display.

    For example, if you add a lookup to the Currency object or a lookup to the Team Member object for an additional reviewer in objectives, and leave the values unpopulated for one of these lookup fields, the Objectives process disappears from WX.

Searching for a team member not returning correct results

Check you have not included a picklist or formula field in the WX People Search Filters field set. Search only operates on text fields. For more information, see People search configuration.

Summary Process tile counts are not what is expected

Check the data. Summary Processes rely on dates, such as Start Date or Next Birthday.

For example, if you have data loaded 100 team members into an org and the employee count tile is showing 96, check for employees with a Start Date in the future, or for any Leavers.

Dependants process displays no data in WX

If the Depedants process displays no data, check each field set for Dependants contains at least one field. For more information, see Configuration options.

Org Chart print view does not display all team members

The printable view has a maximum number of team members it can process. If a team member at the focus of the org chart has more than 1000 team members in the levels below them, the print view does not display team members below the level where the limit of 1000 has been reached.

The limit only applies to the printable view. Because the WX org chart view only display a certain number of team members at a time, no maximum limit applies. When the user moves up, down, or sideways in the org chart the next set of data is retrieved according to the user selection.

Field level help text visible in the HR Manager portal not displayed in WX

Following the Sage People Y23.2 release and subsequent releases to update WX processes to the new look and feel, many WX processes can now display field level help text.

If a process does not display field level help, you can use HR noticeboards as a workaround to display help text relevant for the process.

Multi select picklist values are not displayed in WX

WX does not support multi select picklist values. As a workaround, you can create a custom formula field to transform the multi select picklist into text for display in WX. See Formula library for an example.

"Too many SOQL queries" error in browser console logs

"Too many SOQL queries" error in browser console logs when experiencing a WX issue typically indicates WX is attempting to retrieve so much data in one transaction that it exceeds Salesforce Governor limits. For example, team members with dozens of past performance reviews and each performance review with many long text fields. Because the affected SOQL query is in WX code, resolving this issue may require Sage People development team to make changes to the code.