WFM UK | Scheduling Troubleshooting - Former Employee Still Showing on Schedule

Overview

This article provides guidance on resolving a common error where former employees are still appearing on the schedule. Please take note of the Things to Consider before taking any action.

Cause

The issue can occur if an employee either did not create or have a Fourth account at the time that their employee record was created. A Fourth account is needed for employee updates (like termination details) to be sent to the scheduler. Without one, the employee will become out of sync with the HR module.

Resolution

First, verify that the employee does not have a Fourth account.

• Go to HR > Users > Fourth Account Management
• Search for the employee in question, using Former as the Employee Status

Under 'Account Status', it should either be blank or Failed Creation.

The ex-employee then needs to be temporarily 'un-terminated' and have a Fourth account created. After this, they can quickly be terminated again, which will feed through to the schedule.

• Go to HR > Employees > Employee List > search for and select Employee
• From the employee side menu, go to HR > Employee Info > Termination Details
• Set the Termination Date to one day in the future - this will make the ex-employee 'current' before being changed back to 'terminated' soon after
• Scroll down and Save

Then, to create a Fourth account:

• Go back to HR > Users > Fourth Account Management
• Search again for the ex-employee and tick the box under Create Account
• Then select Save
• Finally, go back and revert the employee's Termination Date and Save

This Termination Date information will then be sent to the scheduler, which will correctly remove the ex-employee.

More information can be found here - Engage Mobile: Account Service Setup and Activation

Things to Consider

• If holiday pay was removed or rejected when the termination details were entered, please ensure this is reviewed again after the actions are completed to confirm that no additional payments have been reinstated.
• Should you try to create the fourth account and it still fails, please submit a support request
• Because both the employee account and the fourth account will be active during this process, the employee may temporarily have system access. To mitigate this, move the employee to an access level with no permissions and promptly revert the termination details once the fourth account has been created to eliminate any potential access