Use this article to troubleshoot missing employees, scheduling errors, Shift Planner configuration, open-shift visibility, employee eligibility, and Auto-Scheduling results.
Before you troubleshoot
Confirm that you are using the correct:
Company account
Schedule Plan
Scheduling week
Time zone
User role and security-group privileges
Important: Use effective dates that reflect the actual business dates. Do not backdate employee assignments or Schedule Plans simply to make a scheduling screen load.
Scheduler does not load employees
Confirm that the correct Schedule Plan and scheduling week are selected.
Confirm that the Schedule Plan is effective for the selected week.
Check for another active Schedule Plan that unintentionally covers the same workforce and date range.
Go to Global Settings > Platform Settings > Group Structure.
Confirm that each scheduling group is set to Managed and In Use.
Confirm that the groups are arranged in the required priority order.
Open Group Values and confirm that the required locations, departments, positions, or other values exist.
Open each affected employee’s Employment information and confirm that all required group assignments are effective for the scheduling week.
Confirm that the Schedule Criteria includes the expected groups or custom fields.
Confirm that the Schedule Plan scope includes the intended workforce.
Confirm that the manager has the required Scheduling access and security-group privileges.
Open Shift Planner and verify whether the expected Schedule Criteria hierarchy loads.
If Shift Planner loads the correct plan and criteria hierarchy but Scheduler continues to display an error, test another current or future scheduling week.
Escalation point: If Scheduler fails for multiple valid weeks while Shift Planner loads correctly, record the evidence and contact your WorkEasy administrator or Support. Additional speculative configuration changes may not resolve the issue.
Shift Planner does not show the expected criteria
Review the configuration in this order:
Confirm that the correct Schedule Plan is selected.
Confirm that the plan is effective for the displayed date.
Confirm that the plan references the intended Schedule Criteria.
Confirm that the required groups are active in Group Structure.
Confirm that the required Group Values exist.
Confirm that the criteria are arranged in the intended hierarchy.
Confirm that the Schedule Plan scope includes the intended groups and custom fields.
An employee cannot see an open shift
Confirm that the open shift was published successfully.
Confirm that the open shift still has at least one available position.
Confirm that the employee belongs to the Schedule Plan’s workforce.
Compare the employee’s current group assignments with the open shift’s Schedule Criteria.
Check whether the open shift is restricted to specific employees.
Check for an overlapping assigned shift.
Review applicable compliance or workflow requirements.
Confirm that the employee is using My Schedules > Open Shifts in My Portal.
Important: Saving an open shift is not enough. Employees cannot act on a standard open shift until it enters the configured publishing and pickup process.
An employee can see but cannot pick up an open shift
WorkEasy may evaluate the opening again when the employee acts. The request may not complete if:
Another employee filled the last available position.
The employee’s Schedule Plan membership or group assignments changed.
A new assigned shift creates an overlap.
An applicable compliance condition changed.
The employee already submitted an application.
Refresh the Open Shifts tab and review the message displayed by WorkEasy.
An open shift still shows positions remaining
The remaining worker count changes when assignments are completed. Applications waiting for manager approval may not count as filled positions.
Open the applicant details for the published open shift.
Check for applications waiting for a decision.
Confirm that approved employees were successfully assigned.
Confirm that the original worker count was entered correctly.
No employees or applicants are available
Review:
Schedule Plan workforce membership
Current employee group assignments
Required Schedule Criteria
Expired qualifications or certifications
Authorized-employee restrictions
Overlapping assigned shifts
The open shift’s date and published status
Applicable compliance conditions
Important: Correct employee or scheduling information only when it is inaccurate. Do not remove a valid business requirement simply to force an assignment.
Employees cannot see Auto-Scheduled shifts
Auto-Scheduling creates draft assigned shifts. A manager must review and publish those assignments before employees can see them in My Schedules.
Auto-Scheduling does not fill an open shift
Review the following:
Confirm that the open shift was included in the selected date range.
Confirm that the intended employee population was selected.
Review the selected Schedule Criteria and day filters.
Check for overlapping assigned shifts.
Review the selected time-off and compliance options.
Confirm that an eligible employee remained available when the opening was evaluated.
If necessary, review the unfilled opening and use employee pickup or direct assignment.
Information to collect before escalation
Provide the following information to your WorkEasy administrator or Support:
Company account number
Schedule Plan name
Scheduling week and time zone
Affected employee or open shift, when applicable
Action being attempted
Exact message displayed
Approximate date and time of the error
Whether Scheduler, Shift Planner, or both are affected
Whether the issue occurs during another valid scheduling week
Confirmation that group structure, employee effective dates, Schedule Criteria, plan scope, workflows, and user access were reviewed
A screenshot that does not expose unnecessary employee information