This can occur when you have more than one person record in the system with the same email address - particularly where one person record is a leaver, and the other current.
When integrated with Access Evo via members integration, there should be no duplicate email addresses in your SelectHR system. Follow the steps below to verify if this is the issue and resolve it.
Identify duplicate email addresses
Log in to the Admin Tool.
Click Import/Export Data.
Click Create an export definition.
Click Select the data to export.
Change the database to SelectHR.
Log in.
Copy the below SQL:
SELECT PSS1.[Person Number],PSS1.[Informal Name Reverse],PSS1.[Effective Status],PSS1.[E-Mail],PSS2.[Person Number],PSS2.[Informal Name Reverse],PSS2.[Effective Status],PSS2.[E-Mail]FROM Person.Snapshot PSS1INNER JOIN Person.Snapshot PSS2 ON PSS1.[Person Number] != PSS2.[Person Number] AND PSS1.[E-Mail] = PSS2.[E-Mail]ORDER BY PSS1.[Informal Name Reverse],PSS1.[Person Number]
In the top left of the data export window, click Options, Paste SQL from clipboard.
Click Data.
Is the impacted employee in the returned data? If so, you will need to remove the email address entirely from the record which is not currently active.
Remove the duplicate email address
In the Employee zone, click Employees, then Details.
Open the employee record the email address should be removed from.
Delete the email address from the work email field.
Click Save.
Repeat the steps until no duplicates remain.
Re-run the members integration batch job
If there is a time sensitive need to recreate the user, you will need to re-run the members integration batch job. We recommend allowing the service to process this - follow the below steps to trigger the job to run early:
Log into the Admin Tool, click Batch Jobs.
Scroll down to and double click System - Members Integration.
Double click on the 1 within the green box.
Change the Next Process Date back to yesterdays date.
Click OK, OK.
The job will now process on the next service poll.
Depending on the size of your organisation, this may take several hours to run.
During the members integration job running, no other jobs will run.
During the members integration job running, no emails will send from the system.
Check the batch job has run successfully
With the System - Members Integration batch job still highlighted:
On the right, click View the log for the selected batch job.
Click View workflow log.
If the message against the workflow says Workflow completed without error, then the job has now completed.
Check the member has been recreated
Now that we know the job has completed, we can check that the member has been recreated.
Log in to Access Evo.
Click the Members icon in the top right.
Use the search bar to search for the employee.
If the employee is present, then you have successfully resolved this issue in full.
If the employee is not present, support will need to review the person record to check for any remaining problems. In this instance, please raise a new case online and reference the title of this article.
Please include the name and email address of the employee when raising the case.