This error can occur for various reasons, as outlined in the resolutions below.
The user doesn't have access to the employee
Typically, if the employee is not appearing in the Personnel No. LOV on the Search screen (or if the employee name is not retrieved when the correct employee number is keyed into the Personnel No. field) - the issue relates to employee access.
Employee or data access (i.e. who a user can see) in CorePersonnel is controlled per user via the CorePersonnel, System User screen.
If a user does not have access to an employee they will not be able to view the employee in the Personal Profile screen. If unsure how to address this, we have further guidance.
The employee is dormant
By default this screen only searches active employees, so if an employee is dormant, they will not be retrieved. Try choosing either the Dormant or All employees search options and re-search.
Missing employee data on CorePersonnel tables
If the items above have been checked and if the user is still having problems viewing the employee, please raise a new case and reference the title of this article. Please include the user's username and the employee's personnel no.
For example, if the employee is appearing on the Personnel No. list of values (LOV) in the Search Criteria section, but the actual details for the employee are not appearing then it's likely to be a data issue. The employee details are not being retrieved because something about the employee record is invalid, e.g. mandatory data is missing or corrupt.
The employee has temporarily rejoined in CorePay
Where an employee is a temp rejoiner, the system does not allow access to the Personnel Profile, i.e. the user set the employee as a Temp Rejoin using the Set Employee Status screen in CorePay.
This only rejoins the employee in CorePay to be paid as a one off, and then automatically resets as a leaver after the Complete Update, (PAY355), job.
It does not rejoin the employee in CorePersonnel and as such no changes can be made via 'Personnel Profile'.
If changes to employee detail are necessary complete either of the following:
Temp rejoin in CorePay, change Pay group if necessary, Generate Salaries and Allowances, (PAY290) and if e.g. change of Cost Centre required then change on the Timesheet.
Alternatively, rejoin in CorePersonnel, make the required changes, Generate Salaries and Allowances, (PAY290), set employee as a leaver again. (This is not best practice).
The employee has an incorrect date
The employee has had an incorrect date entered, e.g.2105 instead of 2015 perhaps.
Please raise a new case and reference the title of this article, include details of the employee affected.
The home address is inactive
Please raise a new case and reference the title of this article, include details of the employee affected.
A parameter setting under Client Parameters
Issue is caused by the 'Hide all information when viewing employees you no longer have access to' parameter being enabled.
If this parameter is enabled it can affect access to confirmed future appointments.
To disable this:
In Back Office go to CorePersonnel, Reference, Reference Q-Z, System Parameters - Advanced, Client Parameters.
Search for Hide all information when viewing employees you no longer have access to and disable.
Save.
📌Note: This can also be updated in portal in Data Centre, View All, System Parameters Advanced, Client Parameters.
Please bear in mind, changing this will grant access for all staff, not just the person disabling/enabling the parameter. It is advisable to test on UAT prior to promotion to the LIVE site.
When enabled, users can only view employees whose current active appointments they have access to.
When disabled, if users do not have access to an employee's current active appointments but have access to an employee's historic ended appointments, they can still view the employee.
The current substantive record is cancelled
Issue is caused by the current substantive record having been cancelled.
If the employee has only one appointment, they need a substantive record to be returned on the screen.
Check the Substantive Maintenance screen to confirm that the existing substantive record has not been cancelled.
Employee is in a sensitive department
Issue is caused by employee being in a Sensitive Department that you do not have access to.
Grant Back Office/Portal user access to the sensitive department through Back Office, Personnel, Reference, Reference Q - Z, System Users, Sensitive Departments.
Employee is missing from one of the access tables
Issue is caused by the employee being missing from one of the access tables in the background. Please raise a new case and reference the title of this article, include details of the employee affected.