Troubleshoot People
Resolve People rollout, role, profile, time-off, work-time, task, workflow, legal-entity, and document problems.
Identify whether the failure is at the workspace, linked-person, row, role, or sensitive-data layer before changing a grant. People applies each layer independently.
People is missing or the route is unavailable
- Confirm you are signed in at
people.infra.one. - Confirm the organization slug in the URL.
- Confirm the account is a current non-guest member of that organization.
- Confirm the People rollout is enabled for the organization or the current user.
A per-user rollout does not bypass organization membership. Ask an authorized administrator to correct the membership or rollout instead of trying another organization’s slug.
I am an organization administrator but an action is disabled
Organization-administrator status does not include a People management role. Add person, Edit, employment changes, ordinary document management, and Workflows require the appropriate People grant—usually HR administrator.
Some disabled People actions can currently display the stale helper text Organization admin role required. Do not use that text as the authorization rule. Have an organization administrator open the organization’s Team settings, edit Service access for the member, and choose the required People Role. Add a Sensitive data selection only when the work genuinely requires it.
The Workflows card leads to a denied page
The Workflows route requires HR administrator. A Time and absence manager can currently encounter a People overview card that does not enforce that same boundary. Use the capability-gated sidebar as the reliable navigation: if Workflows is absent there, ask for the HR administrator role only when workflow administration is part of the person’s job.
Settings has no controls
This is expected. People Settings is a read-only Roles and permissions and Sensitive data reference. Organization administrators change People grants from the organization’s Team settings under Service access, not from People.
Time off, work time, or My tasks has no person
The signed-in account is not linked to a person in this organization.
- Ask an HR administrator to open the intended person from Directory and select Edit.
- Under Linked account, select the current same-organization member.
- Select Save changes.
- Reload Time off, Work time, or My tasks.
If linking fails after other edited fields were saved, those person changes can remain saved. Do not create a duplicate person. Confirm that the account is a current member and is not linked to another person in the organization, then retry only the link.
A directory person cannot be opened
The directory list and person profiles have different authorization rules. Time and absence manager permits browsing Directory, but an individual profile opens only for the linked person, that person’s current direct manager, or an HR administrator.
Verify the intended relationship. Do not widen sensitive-data access to solve a row-level profile denial; compensation or health grants do not bypass the profile check.
Compensation, payroll, or health data is missing
An HR administrator still needs a separate grant:
- See compensation for compensation and payroll viewing;
- Manage compensation to add compensation records as well as view them;
- See health data for health-class records and Sick note documents. Filing a sick note also requires HR administrator.
Confirm profile access first, then have an organization administrator review the member’s People Sensitive data selections. The linked person can see their own compensation, payroll, and health records without those administrative extras.
A time-off request cannot be submitted
| Message or symptom | Recovery |
|---|---|
| Account is not linked | Link the correct person record, then reload Time off. |
| No active employment covers the First day | Correct or add the effective Employee employment before retrying. |
| Employment classification is not eligible | Free service contract and Contractor employments cannot request leave. Do not change classification merely to submit a request. |
| Leave balance is insufficient | Reduce the request or have the entitlement and policy limit reviewed. |
| Half day is rejected | Set the same First day and Last day, or use Full day for a range. |
| No absence type is available | The organization needs an approved absence type before self-service submission. People currently has no self-service setup control for it. |
A valid request stays Requested
An approval-required request is assigned to the current employment manager when one exists. The manager needs a linked person record to see and decide it under Time-off approvals.
If no manager was assigned, the request intentionally remains Requested. A Time and absence manager or HR administrator can open Time-off approvals and select Approve or Decline. After approval, confirm the request leaves the pending queue, the usage is booked, and the approved absence appears in Team calendar.
Work time is rejected or shows warnings
- No active employment covers this date: correct the effective employment date before retrying.
- Working time is not recorded for this employment type: contractor work time is outside People. Free service contract entries are optional; Employee entries are required.
- Break validation fails: enter a nonnegative break shorter than the full entry span.
- The entry appears to cross midnight: an End at or before Start is interpreted as the following day. Correct the times if that was not intended.
- An AZG warning appears: saving succeeded. Review the 10-hour daily, less than 30 total recorded break minutes after more than 6 net hours that day, 11-hour rest, or 50-hour weekly threshold and correct the entry when the recorded facts are wrong.
I can review a colleague’s work time but cannot change it
That is the enforced boundary. Time and absence manager and HR administrator can use Select a person… to review another sheet, but only the linked person can record or delete entries there. Have the person correct their own entry through Work time; do not treat the manager’s read-only sheet as a failure.
An assigned task is missing or cannot complete
- Confirm the account is linked to the intended person.
- Confirm the workflow instance is Running and the task resolved to that person.
- If People says Complete the preceding task first., complete the Depends on task—or skip it when it is optional and does not apply—before retrying.
- If Skip is absent, the task is Mandatory and must be completed.
- For a Document task, attach one PDF, DOC, DOCX, PNG, JPG, or JPEG file no larger than 250 MB.
My tasks lists only open tasks assigned to the linked person. Completed, skipped, differently assigned, and non-running-instance tasks do not appear.
An employment-triggered workflow did not start
- Open Workflows as an HR administrator.
- Confirm the template trigger matches Employment started or Employment terminated.
- Confirm the template is Active.
- Open the template and review Recent instances to avoid creating a duplicate.
- If no instance exists, select Start workflow, choose the person and original trigger date, and select Start workflow again.
The employment mutation is committed independently. Do not repeat an employment amendment or termination just to retrigger the workflow.
A legal entity cannot be added or edited
People currently provides Legal entities search, details, and document archives, but no legal-entity create or edit control. Use the approved operational channel for correcting the underlying entity. People Settings does not configure legal entities.
A document category or upload is unavailable
- Payroll requires compensation access; filing Sick note requires both HR administrator and See health data.
- Profile and legal-entity archives accept one file up to 250 MB.
- Workflow document tasks accept one PDF, DOC, DOCX, PNG, JPG, or JPEG file up to 250 MB.
- If completion of a workflow document task fails, reload My tasks and retry; People removes the newly created archive row from that failed attempt, while the stored file remains retained for audit.
- Deleting a profile or legal-entity document removes the visible row but keeps the stored file for audit.
What to include when escalating
Provide the organization slug, page, person or workflow record identifier when approved, visible message, and approximate time. State whether the viewer is self, a direct manager, a Time and absence manager, or an HR administrator, plus only the relevant sensitive-data selection. Do not send compensation figures, health details, identity documents, bank data, or uploaded files in a general support channel.