Troubleshooting and FAQ

p ackages basic basic | | standard standard | premium available as an add on this section covers a series of potential issues you may run into when setting up or configuring your lever requisitions app in charthop, as well as their recommended solutions permissi ons which charthop roles are required for creating and viewing open jobs? there are two access levels in charthop specifically designed for recruiters recruiting editor these users are allowed to view and make changes to open jobs, including target compensation levels and sensitive jobs they are not allowed to make changes to, or access sensitive data about current employees, other than those they manage this permission is generally intended for recruiting roles or those managing the ats recruiters these users are allowed to view sensitive information about open jobs only, including target compensation levels and viewing all sensitive jobs they are not allowed to make changes to the primary timeline, or access sensitive information about current employees other than those they manage other access levels with the ability to open roles org editor these users are allowed to view all information, and make official, permanent changes to the primary timeline this access should be restricted tightly and limited to a few authorized individuals in hr, finance, or similar roles ow ner these users are allowed full access to everything, including the ability to change user permissions, configure integrations, and alter organization wide settings because of the scope involved, this access should be tightly restricted metrics where are metrics comin g from? charthop, once daily, pulls a list of candidates in lever, and updates metrics based on the stages that the candidates are in job data why did the job fail? in case a jobs fails to be properly created, you can check for the following confirm that your api and webhook credentials are correct confirm that your hiring manager and recruiter have accounts in both charthop and lever with the same email address ensure that your teams match between charthop and lever ensure that there are no teams with the same name across different departments in lever please contact support\@charthop com should this occur why did a hiring fail? in the case a hiring fails, you can check the following confirm that an email has been provided for the candidate ensure that the lever req id field is mapped to the correct job you can contact support\@charthop com if you need assistance with this be aware that we do not support internal transfers data sync updates when do updates for charthop to lever job data flows push over? updates for charthop to lever job data flows push over in the following cases if a charthop job has not already been mapped to a lever requisition (e g , no value in charthop's lever req id field), the initial sync will occur when the charthop job is turned to active recruiting status in primary if a charthop job has already been mapped to a lever requisition (e g , there is a value in charthop lever req id field), updates will sync over to lever regardless of recruiting status (e g , even if marked to inactive, updates will sync over to lever) when do charthop jobs get created for lever to charthop job data syncs? charthop jobs are created for lever to charthop job data syncs in the following cases if a lever requisition has not been mapped to a charthop job, a new charthop job will only be created if the lever requisition is open if a lever requisition has already been mapped to a charthop job, updates will sync over to charthop regardless of status until the charthop job is filled (after which no updates are synced) how do i safely clean up roles that were accidentally duplicated during the sync? contact support\@charthop com to fix this ats setup how should i support the setup for my ats when there are different departments or teams between my ats and payroll system? the best practice is to leverage aliases when aliases are present, if the department or team name doesn’t work, charthop attempts with aliases, next for example, if the team in lever is contractor but the team in charthop is contract, if there is an alias attached to the charthop team called contractor, we’ll be able to sync into lever’s contractor team job status why was recruit status changed to pending? recruit status can change to pending for one of three reasons manually changing the status receiving a new hire webhook (pending new hire) for the job changing the offer accept date will effective date recruit status changing to pending on the date selected for the offer acceptance date