User Management: Common Errors

Content

• Common Errors
• Technical Contact
• Errors

Common Errors

If there are any errors found in the user data to Betterworks, the Technical Contact will receive an automated notification by email. The notification will contain a downloadable error file and direct them to this error resource.

Note: If the error hasn’t impacted a required field, the data in the row will be processed, just without the data that triggered the error. 

Technical Contact

The Technical Contact is the person (or group of people) who receives an automated email notification if any errors are found in the user data.

The Technical Contact needs to be designated. If your organization has not designated the Technical Contact, reach out to the Betterworks Support Team ([e-mail]) to do so.

We can only use one email address for the Technical Contact, so we highly recommend that organizations provide a group email address (i.e. [e-mail]). That way, multiple people will be notified.

Note: Error notifications apply to data that is sent to Betterworks. It does not apply to manual user management (i.e. uploading a file or making individual updates). If any errors are found during manual user management, the error message(s) will be displayed in a banner or preview panel. 

Errors

Error: You are attempting to create [#] additional users. However, you have [#] 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: Remove some of the users, deactivate some of the users, or request additional user licenses. You can request additional user licenses by reaching out to your Program Architect, Customer Success Manager, Support Account Manager, or the Betterworks Support Team ([e-mail]). 

Error: User cannot be their own manager.

Cause: The value in a user’s employee_id (or email) field matches the value in their manager_id (or manager_email) field.

Solution: Update the values in the fields so that they do not match. If a user is the CEO, president, etc. the manager_id (or manager_email) fields should be left blank.

Error: Email address is required.

Cause: The user does not have a value in their email field. 

Solution: Add a valid email address in the user’s email field. 

Error: Could not find manager email: [email address].

Cause: The manager assigned to the user does not have an active Betterworks account.  

Solution: Add a new row to the file containing the manager’s information. 

Error: Could not find manager email: [email address].

Cause: The manager assigned to the user has an active Betterworks account, but it’s associated with a different email address.

Solution: Update the manager’s email address to match the one that’s already in Betterworks.

Error: Multiple active users cannot share an email address.

Cause: The same email address is assigned to two or more users.

Solution: Review the email field and update the email address of all applicable users. 

Error: Email already taken by employee ID: [#].

Cause: The user has one employee ID in the user data file and another employee in the Betterworks application. This is often the result of an organization’s employee IDs having leading zeros.

Solution: Make sure to set the column's format to "plain text." Alternatively, you can enter a single quotation mark before the employee ID (i.e. '00123).

Error: [domain name] is an invalid domain.

Cause: The domain at the end of the user's email address belongs to a shared email domain (gmail.com, yahoo.com, etc.) and therefore cannot be used.

Solution: Update the user's email address. 

Error: [domain name] is an invalid domain.

Cause: The domain at the end of the user's email address is not associated with your organization in Betterworks. 

Solution: Reach out to your Program Architect, Customer Success Manager, Support Account Manager, or the Betterworks Support Team ([e-mail]) to add the domain to your organization's Betterworks instance.

Error: Row is missing an employee ID.

Cause: The user doesn't have an employee ID assigned to them in the user data file, but does have one assigned to them in the Betterworks application. 

Solution: Add an employee ID for the user in the row indicated.

Error: First name cannot be empty.

Cause: There is no value in the first_name field for the row indicated.  

Solution: Add a first name for the user in the row indicated.

Error: Last name cannot be empty.

Cause: There is no value in the last_name field for the row indicated.

Solution: Add a last name for the user in the row listed.