Here are a few possible scenarios why the employee records are not being updated:

Scenario 1:  If the HR integration is not triggered or if you do not see a job entry for the day on the job details page 

Please login to the admin index and check the status of the HR integration. If it is stopped, then we have to start it manually. Please login to Admin Index Portal System Admin Settings   Monitoring   Job status. To start the HR integration job, click on the start button. 

In order to schedule the integration, please follow the below steps.

Step 1: Log in to Admin Index Portal.

Step 2: Click on HR Integration   Scheduler  Edit.


Step 3: Select the hour and minutes to set the time for triggering the integration and then click OK.


Step 4: Click on Monitors   Job Status   click on the resume button.

Note: To change the integration timing, please stop and start the job by clicking on the resume button to update the latest integration job schedule time.


Note: Once the integration is started, it will run automatically depending on the time scheduled.

Scenario 2: Integration triggered successfully, but the changes are not updated? 

Solution 1: This could happen because of the No source file status on the Job Details page. You can check the Job status at Admin Index Portal   System Admin Settings   Integration Console HR Integration Job Details.

If you find the Job status as No source file, check if the feed file is placed in the correct SFTP location as mentioned in the Client source folder path under the HR integration property set up at the Admin portal. 

Solution 2: Make sure that the extension of the feed file is selected correctly as mentioned in the Property setup field.

Solution 3: If the No source file status occurs even after the feed file is placed in the correct location, check for the SFTP connectivity, if it is properly established. You can check the connectivity settings at Admin Portal→ system properties → Advanced Setup properties → Core Platform → More → AWS properties. 

Solution 4: Please ensure the file placed in SFTP and the integration job timing, if you have placed the file in SFTP is greater than the integration time then during the integration job schedule the SFTP does not contain the file so it would have updated the status as “No Source”.In this case, we need to wait until the next integration job timing.

Scenario 3: Integration job ran successfully, but finding the Integration status as Partially completed or Failed? 

The changes may also not be reflected in the application due to Partially completed or Failed Job status. If you find the job status as Failed or Partially completed, click on the download button on the job details page to download and check the error logs. Once the error is found, rectify the error and run the HR integration again. 

Resolution: Even if one out of 100 records has an invalid entry in the feed file, the system will throw a partially completed error. 

If the HR Integration status shows as “Partially Completed/ Failed”, download the failed records at the job status page of HR integration, and you will be able to find a few of the below-mentioned errors.

Some of the commonly found errors from the failed records are :

  • Custodian's first name and last name are empty. 

  • Mapper ID empty. 

  • Custodian's email address is empty.

  • Invalid characters are used in custodian email addresses.

1. Custodian name Empty - As per the application behavior, if the custodian's first name and last name is empty, then it will throw an error as it is a mandatory field. In this case, please make sure the custodian names are filled in the feed file before running the integration.

2. Mapper ID empty - As per the application behavior the Mapper ID(GUID) field is a mandatory record and it shouldn't be empty. If it is empty, then it will throw an error.

3. Custodian email address empty - It is a mandatory field and it shouldn’t be empty. If it is empty, then the system will throw an error, or else we should configure the default value so that if the feed file doesn’t contain an email record it will update the default value configured in the mapping details page.

4. Invalid characters used in custodian email address - The email address field supports only the UTF-8 characters. Apart from these characters if anything is used, it will throw an error. 

Note: Exterro supports only UTF-8 characters. So, please make sure you send the file in the correct format.

If not, please make sure to enter the correct details in the feed file and run the integration. Only if all the mandatory fields are filled in the feed file, the HR integration will be successful.

Scenario 4: HR integration status stuck “In progress”

This issue may be because of the inappropriate Handler and Handler arguments in custom field mapping details.

Resolution: Update both the Handler and handler arguments with the respective values.  You can find this setting by following the below steps: Admin Portal   integration console   HR integration   Mapping details   Edit. Select all the custom values and change the Custom Handler to Custodian Custom Fields and Handler arguments to 19. (This is applicable for the Employee Custom field)