People and organisation issues

Employee profiles, group membership, primary department, and access are separate data layers. Identify which layer is wrong before making a change.

A newly created profile is missing from the current view

Check first

1. The organisation and the employee email or code are correct.
2. Status, department, start-date, and search filters are not excluding it.
3. A future start date has placed the person under Pre-start.
4. A profile with the same email did not exist before the latest create action.

Fix it

Clear filters, search the exact email, and open the appropriate state group. Continue with the existing profile when found. Create again only after confirming the previous save failed and no duplicate exists.

Expected result: one profile appears with the correct state and start date.

Still not working? Prepare a partially masked email, creation time, displayed message, and active filters.

I edited the organisation chart, but other people cannot see the change

Check first

1. The toolbar says Unsaved changes or Synced.
2. You selected only Save draft, or also Publish from draft.
3. The draft is open in the same browser and device where it was created.

Fix it

Open the draft on its original device, review it in both Chart view and Tree view, then select Publish from draft. Read the change plan before confirming and wait for Synced.

Expected result: authorised users see the same published structure after refreshing.

Still not working? Do not create another draft in a new window. Note the group, intended action, and publication message.

A manager cannot be selected, or a group cannot be made inactive

Check first

1. The intended manager is in the group's Employee list.
2. The branch to inactivate still has child groups or active members.
3. The current account can manage organisation structure.

Fix it

Add the person as a member before selecting them as manager. To inactivate a branch, move or remove active members throughout it, review the effect, and publish the change. Do not delete an employee profile merely to clean up a group.

Expected result: the manager appears on the group, or the branch becomes inactive while retaining history.

Still not working? Prepare the group name, child-group count, remaining-member count, and blocked action.

Group membership changed, but primary department or access did not

Check first

1. The intended change is group membership, primary department, or data access.
2. A Transfer event exists for the primary-department change.
3. A separate active role assignment exists for access.

Fix it

Use the member list for group relationships, an effective-dated HR event for primary department, and Roles & Permissions for data access. Do not add the member repeatedly in the hope that the other layers will change.

Expected result: each layer is correct on its owning screen and a representative account sees the intended scope.

Still not working? State which layer is correct, which is wrong, the effective date, and active assignments.

An HR event has not applied, or applied incorrectly

Check first

1. The employee, event type, and effective date are correct.
2. The timeline shows Pending, Approved - awaiting effective date, or Applied.
3. The approval owner is known and the effective date has arrived.

Fix it

When still pending, continue on the existing event. When an applied event is wrong, do not overwrite the field to erase its trail. Create the appropriate correcting event, or hand it to the person authorised to correct history under company process.

Expected result: timeline and profile show the same outcome on the correct effective date.

Still not working? Send the event type, state, effective date, and before-and-after values. Do not create an opposite event while the first is still pending.

See New hire, Manage by organisation group, and Career and job changes.