FAQ

Answer: The first thing to check is, in Workbench, are there duplicate contact records for the same person?

If so, the time usually is going into Workbench however it's syncing against the non-employee personId (Same Name but inactive or supplier contact).

This means that the costs on the Job will appear and show $0 (no employee class on non-employee person record).

Prevention:

• Be aware of making an inactive contact active if they are a returning employee.

• Ensure that employee Names and Emails are unique (this is an upvise licencing requirement also).

Remediation:

1. Ensure that employee Names and Emails are unique

2. Ensure that there is only 1 active employee record for that person

3. Job transactions can be moved to the correct personID. Contact Workbench Support Team for assistance.

4. We do not recommend the records are deleted as Upvise will re-create missing records if a backdated sync occurs.

Integration Enhancements:

We have made some updates recently to improve the integration to more accurately match the data for employee timesheets.

We now validate:

1. Active contacts

2. Contacts with "employee" flag

3. Full name in workbench matching the full name in the Upvise timesheet

This should address most of these issues where you may have an employee who works part time and is listed as a supplier contact, as well as duplication of contact records (multiple contact records for the same employee, inactive and active).

See release notes: 4.5.40 - 24 Oct 2022

If you have this issue, please check the above and escalate to support if you need assistance.

In the first instance you should backdate the Upvise Integration sync to ensure that any missing transactions are in workbench. Follow these steps below:

1. Go to Upvise Integration

2. Change the date (usually a day before the missing transaction should be enough).

   Open

   

3. Click 'Save”

   Open

   

4. Click “export/import”

5. You should see any missing transactions come across.

If the transactions still are not showing, further investigation should be completed to identify the root cause of the issue. Timesheets for people or plant entered via the daily diary, generate native transactions in the form of timelog in the timesheet module of Upvise.

1. Navigate to Timesheets

   1. If your employees are users, you can click “timelogs” and view timeslots here.

   2. If your employees are not users, you can navigate to “dashboard” then use the tab at the top to find the time for your employee- usually “by day” is the easiest:

   3.  

2. If you cannot see timeslots here, you may need to check your daily diary form and ensure that its at an end state. This should either be “submitted” where there is no workflow on your form, or the last workflow state.

3. If you still cannot identify the cause of the issue, you should engage Workbench Support support@wbi.freshdesk.com

The duplication function was introduced in the Daily diary in March 2023.

If your diary is older than this, you will not be able to duplicate diaries without causing issues to your transactional data. Where a daily diary has been duplicated, the associated transactions remain linked to the original diary, therefore new timeslots cannot be generated in Upvise. A new diary must be created to ensure the transactions generate as expected and land in workbench seamlessly.

To receive this enhancement on your site, please contact your consultant or Workbench Support to arrange an estimate for your Daily Diary migration & install.

In most instances, if you cannot load Upvise on your device or if your application keeps crashing, this may be to do with your device software not being up-to-date. You can test this by logging into your account on another device that is not experiencing Upvise issues. Below are some steps to check to see if your phone or tablet is running up to date software.

Apple:

1. Go to settings

2. General

3. Software Update

4. Ensure the latest IOS software is installed. This is what it will appear if you need a software update:

If the iphone needs no update, it will tell you that your software is up to date

Android

1. Go to settings

2. Software Update

3. Click on Download and install then “Install Now”

If the phone needs no update, it will tell you your software is update

If you have had to update the software on your device, delete, and reinstall the Upvise application after the software update is installed (or update in Apple’s app store or Google play).

Upvise, like any website can be impacted by browser caching issues, which can cause data to not be seen. To solve this, it’s best practice to reset your browser cache and cookies regularly.

CHROME

1. On your computer, open Chrome.

2. At the top right, click More .

3. Click More tools. Clear browsing data.

4. At the top, choose a time range. To delete everything, select All time.

5. Next to "Cookies and other site data" and "Cached images and files," check the boxes.

6. Click Clear data.

SAFARI

1. From the home screen, Select Settings > Safari.

2. At the bottom of Safari's settings screen, Select Clear cookies and data or Clear Cookies and Clear Cache.

3. Confirm when prompted.

After clearing cache, log out of upvise and completely CLOSE ALL BROWSERS.

Reload your browser and log back into Upvise.