In-App Help was last updated in 8.6.4 (released 10/23/2019) if you are looking for help with a feature that has been added or enhanced since 8.6.4, please check in Online Help from Help menu.

You are here: For All Users > Troubleshooting Basics

Troubleshooting Basics

The following items can help you resolve common Staff Manager issues.

Troubleshooting Printing

Many reports create an Adobe Acrobat PDF page as your final output. This usually results in a report that is easier to print. Because each computer has different printer settings, however, you may run into occasional print problems. These are the three most common printing issues.

Follow these steps to solve printing issues.

Information Cut Off

  1. After running the report, from the File menu, select Print. This opens the Print dialog box.
  2. Review the Page Scaling option under Page Handling. Select Fit to Paper from the Page Scaling menu.
  3. Click OK to print the report.

Wrong Print Orientation

  1. After running the report, from the File menu, select Print. This opens the Print dialog box.
  2. Click the Properties button. This opens the Properties window.
  3. Under Orientation, select the orientation you want: Portrait or Landscape.
  4. Click OK to save the changes and close the Properties window.
  5. Click OK to print the report.

Wrong Paper Size

  1. After running the report, from the File menu, select Print. This opens the Print dialog box.
  2. Review the Page Handling section and make sure that the Page Scaling Option is set to None.
  3. Make sure that Select Paper Source by PDF page size is selected.
  4. Click OK to print the report.

Troubleshooting Shift Opportunities

This section reviews the following Shift Opportunities issues and how to resolve them.

Clairvia Web is Not Displaying Created Opportunities

  1. Open Staff Manager Client.
  2.  Confirm that the Global Skills have been established in Staff Manager Client.
    1. From the Maintain menu, select Skills. This opens the Skills dialog box.
    2. Confirm that the Skill of the employee in question has a Global Skill entered.

    3. If there is no Global Skill, click the field under Global Skill so the arrow is displayed. Click the arrow to display the menu and select the appropriate option.

    4. Click OK to save the change and close the dialog box.
  3. Confirm that the schedule, including the opportunities, has been posted and covers the date range of the opportunities.
    1. From the Options menu, select Publish. This opens the Schedule Publishing dialog box.
    2. Confirm that the Start Date is set for today’s date and that the End Date falls after the date of the last opportunity. For example, if the last opportunity is on June 1, 2016, the End Date should be on or after June 2, 2016.
    3. If the End Date falls before the date of the last opportunity, correct the End Date and click OK to publish the schedule.
  4. Confirm that the opportunities are correctly associated with posting groups.
    1. From the Maintain menu, select Schedule Editor. This opens the Schedule Editor window.
    2. If necessary, change the viewing date so that the opportunity is visible in the Schedule pane.
    3. Right-click the opportunity and select Edit Shift Opportunity Details from the menu.
    4. Look for the posting start date and time and ensure that the posting period includes the opportunity date.
      1. If no posting schedule is shown, open Clairvia Web.
      2. From the Configure menu, select Opportunity Settings. This opens the Opportunities Settings page.
      3. Click the Posting Schedules tab to make it the active tab.
      4. Ensure that the period for posting the schedule allows the opportunities to be seen at this time.
      5. If no posting groups are available, follow the steps for creating posting groups as listed in Configuring Open Shifts/Opportunities.
    5. If created opportunities are still not displaying, contact Technical Support.

Manager Can See Shift Opportunities, But Some Employees Cannot

In cases where managers and some, but not all, employees can see the open Shift Opportunities, review the following list to troubleshoot the issue.

  1. Confirm that the employee has the appropriate skill for the posted opportunity. A Shift Opportunity is only displayed to employees possessing the required skill. Skills between profiles are considered the same when they are associated with the same global skill.
  2. Confirm that the employee is not already scheduled to a task during the date and time of the Shift Opportunity. Shift Opportunities are not shown to employees already scheduled for the associated date and time.
  3. Confirm that the employee has the proper permissions to see opportunities.
    1. Open Staff Manager Client.
    2. From the Maintain menu, select Employee Info. This opens the Employees dialog box.
    3. Click the employee’s name in the Employee pane to select it.
    4. Use the scroll arrows to scroll to the Permissions tab. Click the Permissions tab to make it the active tab.
    5. Ensure that Allow selection of shift opportunities in the home profile is checked. If the option is not selected, click the check box to select it.
    6. Click OK to save the change.
  4. Confirm that Clairvia Web has been configured to allow employees to view opportunities online.
    1. Open Clairvia Web.
    2. From the Configure menu, select Employee View. This opens the Employee View page.
    3. Ensure that option 14, Show Opportunities, is selected. If the option is not selected, click the check box to select it.
    4. Click Save Changes.
  5. Confirm that the profile skill is associated with a global skill.
    1. Open Staff Manager Client.
    2. From the Maintain menu, select Skill. This opens the Skill dialog box.
    3. Ensure that the Global Skill field has an entry for the specific skill of the opportunity.
    4. If the required Global Skill reads unspecified, click the Global Skill cell to select it, select the appropriate Profile Skill from the menu.
    5. Click OK to save the change.
  6. Confirm that the employee has not reached their Maximum Consecutive Hours limit. If employees have reached their Maximum Consecutive Hours limit, they will not be shown additional Opportunities during that pay period. You can set Maximum Consecutive Hours in Staff Manager Administrator.
  7. If after answering these questions, some employees still cannot see opportunities, contact Technical Support.

Float Employee Cannot See Opportunities from the Other Profiles to Which They Can Float

  1. Confirm that the employee has the required permissions to float to the other profile.
    1. Open Staff Manager Client.
    2. From the Maintain menu, select Employee Info. This opens the Employees dialog box.
    3. Use the scroll arrows to scroll to the Float tab. Click the Float tab to make it the active tab.
    4. If the appropriate float profile is not listed, click the blue Edit cell and select the profile from the menu.
    5. Click Add to add the profile.
    6. Click OK to save the change.
  2. Confirm that the employee’s home profile is configured to allow employees to view float opportunities.
    1. Open Staff Manager Administrator.
    2. Double-click the employee’s home profile. This opens the Edit Profile dialog box.
    3. At the bottom of the AutoStaffing tab, ensure that View other profile shift opportunities is selected. If the option is not selected, click the check box to select it.
    4. Click OK to save the change.
  3. Confirm that the employee has the required permissions to view float opportunities.
    1. Open Staff Manager Client.
    2. From the Maintain menu, select Employee Info. This opens the Employees dialog box.
    3. Click the employee’s name in the Employee pane to select it.
    4. Use the scroll arrows to scroll to the Permissions tab. Click the Permissions tab to make it the active tab.
    5. Ensure that Allow selection of shift opportunities in the other profiles is selected. If the option is not selected, click the check box to select it.
    6. Click OK to save the change.
  4. Confirm that the float employee’s profile is included in a Shift Opportunities posting group for the float to profile. If it is not, add a posting group for float employees or, if one already exists, add the employee’s home profile to that posting group.
    1. Open Clairvia Web.
    2. From the Configure menu, select Opportunity Settings. This opens the Opportunities Settings page.
    3. Click the Posting Schedules tab to make it the active tab.
    4. Ensure that the period for posting the schedule allows the opportunities to be seen at this time.
    5. If no posting groups are available, follow the steps for creating posting groups as listed in Checklist for Shift Opportunities.
    6. Ensure that a posting group has been created for float employees to the profile in question.
    7. If float employees still cannot see the appropriate Shift Opportunities, contact Technical Support.

Keep in mind that employees with concurrent jobs on multiple profiles have multiple home profiles. You may need to troubleshoot conditions in each profile to correct issues.

EXAMPLE

Greg Miller’s home profile is 6N MedSurg, and he can float to 5W Med Surg. He has the necessary permissions to see and sign up for 5W Med Surg opportunities, but they are not showing up in his Employee Dashboard.

The 5W Med Surg manager adds a Posting Group called Float to 5W Med Surg. This group will allow Greg and other employees of 6N Med Surg who have 5W Med Surg in their float to list to see and apply for 5W Med Surg opportunities. She adds 6N Med Surg to this Posting Group, along with the other profiles that can float to 5W Med Surg.

Next, the manager:

  1. Updates the Opportunity Posting Schedules.
  2. Selects the new posting group from the Available Posting Groups dialog box.
  3. Adds the new posting schedule.
  4. If necessary, connects the new posting group to opportunities created before the posting group. (Any opportunity created before the manager created the new group and schedule would not have this posting schedule in it. The manager must add the new posting group to each individual Shift Opportunity.)

Greg is now able to view and sign up for Shift Opportunities in 5W Med Surg.

To avoid issues, you can also review the following checklists when making changes to Staff Manager.

Related Topics IconRelated Topics