Troubleshooting

Administrator users see WX with Salesforce tabs displayed

Switch to the Salesforce Classic interface, go to WX, and then switch back to Salesforce Lightning Experience.

A team member with no access to admin functions is logged into the HR Manager portal when first signing in

If the team member has legitimate access to the HR Manager portal, then the system has remembered where the user has logged out from.

If the team member doesn’t have admin access, they’re using the incorrect URL. This behavior probably only occurs the first time they log in. To prevent this behavior, give team members the WX URL in the correct format:

https://<org's my domain>--fhcm2.vf.force.com/apex/CollaborationPortalIndex

"WX isn’t active. Select the WX is Active checkbox on the Policy to activate." message when logging into WX

Confirm the profiles in the org have Read permission to the Policy object. They need to have read access to the WX is Active field on that object.

WX logo not displaying or the color accent not updating

If the WX logo doesn’t display or the color accent doesn’t update to the specified color, clear the cache in your web browser.

The logo isn't updating in WX

Check the following

  • Go to the policy assigned to the team member who isn't seeing the updated logo through their HR Department. Ensure the WX Logo field displays the updated logo.
  • Go to Setup, and in Quick Find enter installed and select Installed Packages. Then select Configure for the HCM package. Select the Minimize Network Traffic option on the HCM package Configure page.

Changing the salutation on the WX landing page

Option one - Enter a value for the Service Page Subtitle on the WX Service. This will show a new line of text under the new salutation.

Option two - Enter a value in the Local Translation/Overrides section of the Salutation custom label in the Sage PeopleHuman Capital Management package. This replaces any existing text in the current greeting.

 

A process not displaying in WX as expected

To resolve: 

  • Check that you enable the process in the policy.
  • Go to the WX Services tab and check the process is active and isn’t blocked by a Start or End Date.
  • Go to Setup, and in Quick Find enter installed and select Installed Packages from the search results. Select Configure for the HCM package. In the process area, select the process for team member and any other user group requiring access.

  • Check if you have an unpopulated lookup field in a WX field set. An unpopulated field in a WX field set can cause the process not to display.

    For example, you add a lookup to the Currency object or the Team Member object and leave either field empty. The Objectives process vanishes from WX. This could be to assign an additional reviewer.

Searching for a team member not returning correct results

Check you haven’t included a picklist or formula field in the WX People Search Filters field set. Search only operates on text fields. For more information, see People search configuration.

Summary Process tile counts aren’t what is expected

Check the data. Summary Processes rely on dates, such as Start Date or Next Birthday.

For example, you have data loaded 100 team members into an org. The employee count tile is showing 96. Check for employees with a Start Date in the future, or for any Leavers.

Dependants process displays no data in WX

If the Depedants process displays no data, check each field set for Dependants contains at least one field. For more information, see Configuration options.

Org Chart print view doesn’t display all team members

The printable view has a maximum number of team members it can process. When a team member at the top of the org chart has more than 1,000 people reporting beneath them, the print view stops displaying team members beyond the level where that limit is reached.

The limit only applies to the printable view. Because the WX org chart view only display some team members at a time, no maximum limit applies. When the user moves up, down, or sideways in the org chart the next set of data is retrieved according to the user selection.

Field-level help text is visible in the HR Manager portal isn’t displayed in WX

Following the Sage People Y23.2 release onwards, to update WX processes to the new look and feel, many WX processes can display field level help text.

If a process doesn’t display field level help, you can use HR noticeboards as a workaround to display help text relevant for the process.

Multi select picklist values aren’t displayed in WX

WX doesn’t support multi select picklist values. As a workaround, you can create a custom formula field to transform the multi select picklist into text for display in WX. See Formula library for an example.

"Too many SOQL queries" error in browser console logs

"Too many SOQL queries" error in browser console logs when experiencing a WX issue typically indicates WX is attempting to retrieve so much data in one transaction that it exceeds Salesforce Governor limits. For example, team members with dozens of past performance reviews and each performance review with many long text fields. Because the affected SOQL query is in WX code, resolving this issue may require Sage People development team to change the code.