CSV Upload Errors
When manually updating users (Admin → User Management → Departments and Users → Users → CSV upload), these are errors that may display in the preview pane:
For more information on CSV uploads, see this article.
HRIS Integration Errors
When a file that sent to Betterworks through our HRIS integration contains an entry or entries that didn't process, it triggers an automated email. This email goes to the Technical Contact listed for the organization:
When you (as a Super Admin) submit a request to enable your organization's HRIS integration, a member of our Support Team will ask you to designate a Technical Contact and confirm their email address. For more information about our HRIS integration, see this article.
These are errors that may display in the automated email:
Error: User cannot be his/her own manager.
Cause: The employee_id (or email) listed in a row matches the manager_id (or manager_email) in the same row.
Solution: Update the fields so that they do not match. If a user is the CEO, president, etc. you can leave the manager_id (or manager_email) field blank.
Error: Email address is required.
Cause: The row indicated is missing a valid email address.
Solution: Add a valid email address for the indicated row.
Error: Could not find manager email: [email address]
Cause #1: The manager listed for the user does not have a Betterworks account.
Solution #1: Add a separate entry for manager in the file.
Cause #2: The manager listed for the user has a Betterworks account, but it is associated with a different email address.
Solution #2: Replace the email address in your file with the one that is in Betterworks.
Error: Multiple active users cannot share an email address.
Cause #1: The same email address is listed for 2 or more users in your file.
Solution #1: Check the email address field for the indicated rows and correct the duplication.
Cause #2: The user in your file has a different employee_id than the same user already listed in Betterworks. For example, if Jane Doe is listed in Betterworks with an employee_id of "1" and an email address of firstname.lastname@example.org, then a file comes in where Jane Doe has an employee of "01" and an email of email@example.com, our platform will interpret this as a completely different user. Since 2 users cannot have the same email address, this entry will result in an error.
Solution #2: Update the employee_id in either your file or the user's profile in Betterworks.
Error: [domain name] is an invalid domain.
Cause #1: The domain at the end of the user's email address belongs to a public email service (gmail.com, yahoo.com, etc.) and therefore cannot be used.
Cause #2: The domain at the end of the user's email address is not associated with your organization in Betterworks.
Solution #1: Update the user's email address.
Solution #2: Contact your Customer Success Manager or the Support Team -- firstname.lastname@example.org -- and request to add a domain to your organization's Betterworks instance.
Error: Row is missing an employee ID.
Cause: The user has an employee_id in Betterworks, but it isn't listed in the file.
Solution: Check the email address in the row indicated. Add the employee ID that corresponds to that user.
Error: First name cannot be empty
Cause: For the row mentioned, a first name was not entered in the field that corresponds to the first_name column header.
Solution: Add a first name in the row listed.
Error: Last name cannot be empty.
Cause: For the row mentioned, a last name was not entered in the field that corresponds to the last_name column header.
Solution: Add a last name in the row listed.
Error: Multiple rows with employee ID: [number]
Cause: 2 or more rows in the file contain the employee ID listed.
Solution: Correct the duplication in the file.
Error: Entry #1 - [name] did not process, due to the following errors: You are attempting to create [number] additional users, however you have [number] available user licenses. No users have been created. Please either reduce the size of your import, deactivate existing users, or add additional licenses.
Cause: You have run out of user licenses.
Solution: Reduce the size of your import, deactivate some users or request additional user licenses from either your Customer Success Manager or the Support Team -- email@example.com.
Note: Erroneous entries in rows will be removed and the rows will still be processed. This means that just the field with the issue will not be processed, the rest of that row will still process. However, not adding a values in a required field (i.e. "email"), will cause the entire row not to process.