Learn - Troubleshooting unavailable or un-enabled User records after data feed processing actions

In this article we detail some troubleshooting actions to consider where User accounts become unenabled or do not appear after data feed processing actions have completed. This is useful for administrator self-service actions to help identify and address the issue.

Troubleshooting Steps for Missing or Un-Enabled User Records:

1. Review the 'User Import' Report': Look for clues in this report to understand what might have happened.
2. Confirm File Processing Times: Check the submission and completion times of the feed file. Processing actions begin only after a file is fully uploaded. Ensure the file hasn't missed the set processing action start time.
3. Verify File Format: Confirm that the feed file has been submitted in the correct and expected format.
4. Examine the Submitted File: Review the submitted file to check if the User record appears. Each User record should be unique; multiple records for the same User can cause processing issues.
5. Check User's Import Key: Ensure that each User's import key is allocated uniquely. Import keys are unique and cannot be shared among multiple Users.

Check the User import report

The 'User Import' report is a valuable resource for troubleshooting and can provide insights into what might have happened. Here's how to use it:

• Import Summary Tab: This tab includes when the processing action commenced and whether it completed successfully.
• Import Exceptions Tab: Lists issues with processing actions, such as duplicate User entries in the file.

Keep in mind that this report displays only the last successfully processed file. To cover a wider timeframe, consider scheduling the report. This is particularly useful if you need to investigate issues from several days back, for example, if you work five days a week while HR data files are processed seven days a week. In such cases, having access to reports from days you were unable to run the report is essential for thorough investigation.

What time are file processing actions set to start?

When troubleshooting, it's crucial to examine the timing of file processing actions. Here are some key points to assess:

• Upload Time: Check when the file was uploaded to Kallidus.
• Processing Action Start Time: Understand the designated processing action start time. You can find this information in the 'User Import' report under the 'Import Summary' tab.
• File Upload Completion: Ensure that the file is fully uploaded before the scheduled processing action start time. If the file hasn't completed uploading by the designated time, processing actions won't commence, and it will be logged as 'no file to process.'

Review any automated or manual upload processes to guarantee that files are uploaded in full before the set processing action start time to avoid processing issues.

What is the expected file format?

When troubleshooting, it's crucial to confirm that the feed file adheres to the expected format. Here are key considerations:

• File Type: Verify if the file is in the correct format (e.g., xlxs, csv). If uncertain about the expected file type, compare with a previously processed file or contact support for clarification.
• File Naming: Confirm that the file is named correctly in comparison to previous submissions.
• Column Order: Columns in the file must be in the correct order as expected for mapping to Learn. Any deviation will halt processing actions.
• Column Headers: Ensure that column headers precisely match the expected naming convention. Pay attention to upper and lower case usage and avoid trailing spaces at the start or end of words.
• Additional, Missing, Unexpected Columns: Check for any additional, missing, or unexpected columns in the file, as these issues halt processing actions.

Reviewing a past successfully processed file can assist in comparing and identifying any discrepancies. If changes are needed, such as adding columns mapped to Learn, contact support to discuss and agree on the necessary adjustments. Keep in mind that processing actions will not proceed as expected until revised files are fully mapped.

Check for unique User records

To troubleshoot, examine the feed file to locate the User's Username record. Follow these steps:

• Search in the Feed File: Locate the User's record in the feed file and check for the presence of their Username.
• Username Uniqueness: Ensure that the Username is unique and not assigned to any other records. A Username must be distinct and allocated to only one User. If the same Username is associated with multiple Users in the file, or if the same User appears more than once, the Import process will ignore these records. A Username must have a unique association with each User, and only one record per User should exist in the file.
• Impact of Duplicate Usernames: When a Username is duplicated for different Users or the same User is repeated in the file, Users who were previously enabled in Learn may become unenabled. The processing action cannot determine the correct User for the unique Username in such cases.

If the User's record is not found in the file:

• No Record in the File: If there is no record for the User in the file, the User's information will not be added to the LMS. If the User already existed in Learn, their User account will be unenabled, unless they are designated as a 'manually maintained user.'
• Manually Maintained Users: Users marked as 'manually maintained' do not appear in HR data files. This designation is often used for seasonal or contractual workers not directly linked to HR systems

Check the uniqueness of the User import key

Ensure that the ImportKey, which is unique to each User, is not already assigned to another User and is not listed more than once in the data feed file. Here are some considerations:

• Locate the ImportKey in the File: Verify if the ImportKey for the User can be found in the data feed file.
• Check for Duplicate Entries: Ensure that the same ImportKey is not listed more than once for the same User in the file. Duplicate entries for a User can cause processing actions to ignore these records, as the system cannot determine the correct User when faced with duplicate ImportKeys.
• Review ImportKey Across Users: Check if the same ImportKey is set against multiple Users in the file. If multiple Users share the same ImportKey, processing actions will ignore the record, as it cannot identify the correct User associated with that ImportKey.
• Manually Maintained Users: Look for the ImportKey linked to a 'manually maintained User' already present in Learn. 'Manually maintained Users' do not appear in HR data files and are often set up for seasonal or contractual workers not directly linked to HR systems.
• Consider Value Format: Remember that the ImportKey is a text field, and the value '1' is not the same as '001.' While this might not be apparent in a standard data file view, using software like Notepad++ can help visualise the details for processing actions. Ensure compliance with IT policies and seek necessary permissions before using external software

If you have checked all the things suggested in this article and still cannot identify the issue, contact Support for further guidance and assistance.

View 'Managing data and processes in Learn' in The Academy to learn more about making changes to the HR data feed, housekeeping tips and best practice and more. This is essential learning for any Learn administrator team!

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