WFM UK | Scheduling Troubleshooting - Current Employee Not Showing On Schedule – Fourth & HotSchedules Customer Success Portal

Overview

This article provides guidance on resolving a common error where current employees are not appearing on the schedule.

Problems and Resolutions

Problem: Employee doesn't have an active Fourth account

For an employee to show on Scheduling, they need to have an active Fourth account.

This can be checked by going to:

HR > Users > Fourth Account Management
Search for the employee
If the account has failed to create (see 'Failed Creation' status in Fig.1), and this has not yet been tried, tick the Create Account box and then Save

**Fig.1 - Creating a Fourth account for an employee**

After this, if the account still fails to create, please submit a support request

Problem: Employee isn't set to be included in the schedule

If the employee is paid by salary, there is an extra option on the job title and employment details to either exclude them or include them.

Go to HR > Company Admin > Job Titles > select Job Title
Change the option Include Salaried Employees In Rota to Either
Scroll down and Save

This will ensure that other employees who shouldn't be included stay excluded, and others can be included.

Then go to the employee's employment details.

HR > Employees > select Employee
From the employee side menu, go to Employee Info > Employment details
For the option Is Employee Included In Rota?, select Yes and then Save

**Fig.3 - An employee's Employment Details**

Problem: The department that the employee is under is deleted in Scheduling

This can be checked via:

Scheduling > Settings > Departments > Deleted?
Select Edit against the required deleted location

**Fig.4 - Checking for deleted departments**

Untick the Deleted? box and then Save

If the Deleted? box is not available, first unschedule the location 'as one'.

Go to Scheduling > Settings > Locations > Edit
Untick the Schedule Departments as one box and then Save

**Fig.6 - Un-tick ' Scheduled departments as one'**

Then go back to the department in Scheduling and untick the Deleted? box
Once done, go back and re-tick the Schedule Departments as one box

Problem: Employee's career history shows incorrect dates/overlapping dates

Sometimes, if an employee has had backdated changes done multiple times, overriding other job titles, termination details, etc, this can lead to a mismatch in the history.

To check this, go to:

HR > Employees > select Employee
From the employee side menu, go to Employee Info >Career History

If you see any inconsistencies or records after the current one, as shown in Fig.7, please submit a support request

**Fig.7 - Inconsistant dates in an employee's Career History**

Problem: Unsaved changes are still waiting to be pushed through

Sometimes, if changes have been made to an employee's job title, FTE details, "Include Salaried Employees In Rota" option to yes, etc, then these details need to be repushed through on the Employment Details screen.

HR > Employees > select Employee
From the employee side menu, go to Employee Info > Employment Details
Once on this screen, resave without changing anything

This should fully push through any pending changes that might be blocking them from appearing.

If you have gone through the above areas and the employee still isn't showing, please submit a request with our support team and include which of these resolutions you have attempted. Thank you.