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  1. Ensure that you have set up your new staff member as an person and/or user in workbench

  2. It is essential that the email address is entered for the Workbench user, as this is a mandatory requirement for Upvise licensing

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  1. Navigate to “Application access” on the user

  2. Add “Upvise user” licence and click save

  3. The Upvise user will automatically sync to Upvise as a “Manager” “Standard” user type in the next hourly sync

  4. You can force the sync by going to the “Upvise Integration” screen and clicking “Export/import”

User Troubleshooting

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title1. Application Rights on Users

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title2. Assigned a licence in workbench and the user will not sync to upvise

In the rare scenario where a licence has been allocated however the user has not synced to upvise, we recommend following the below troubleshooting steps.

  1. Navigate to the Upvise integration screen

  2. Backdate the “Last Updated” date to the day before the licence was applied, click save

  3. Click Export/import

  4. the user should sync across within a few minutes

If you see any errors similar to “User can't be created because the email already exists” please raise a ticket via the support desk.

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title3. User can't be created because the email already exists

Where you have applied a licence in workbench, however, you cannot generate the user in Upvise due to the error “User can't be created because the email already exists”, this can mean a few things.

  1. The employee may already have created an account outside of your Upvise environment

  2. The employee may have used Upvise with a pervious employee

  3. The user already exists and may be in Upvise with a different name/ user

You should first check your Upvise user list to ensure that the email is unique and not in use by any other users in your system.

If you cannot find a user with that email in your system, you will need to raise a support ticket with workbench support so we can assist to have the user generated correctly in your environment. You can raise a support ticket via freshdesk or email support@wbi.freshdesk.com