Troubleshooting payroll data
This section covers a series of topics regarding how payroll apps sync data.
If an employee has multiple profile IDs in your payroll system, the sync may fail due to the conflicting data. To fix this, we recommend validating that all employees have only a single profile instance coming from the payroll system prior to syncing.
Syncing empty fields
If any field in your employee data is empty, the payroll app skips the field during both initial and subsequent syncs.
When a payroll app runs, it compares the data in ChartHop against the data in the payroll system. When you have jobs or employees in ChartHop that are not included in your payroll system, those jobs and people are skipped during the sync and are not touched or removed from ChartHop.
It is safe to create jobs and people in ChartHop without updating your payroll system, although we recommend keeping both systems up-to-date.
This can happen when the payroll system doesn't cover the whole organization. For example, if you have contractors or international employees that are not in the payroll system. or even when multiple payroll systems are in use.
Reporting to open jobs
If a position is vacated before a replacement can be hired or a new level may be created in an organization as it grows, an employee may report to an open job on ChartHop.
There probably won't be a record of this open role on the payroll system's side since there is no payroll data associated with it yet. Within your payroll system, you should set the employee's manager to be the first actual person above the open role.
For example, if Bob reports to an open VP of Marketing job in ChartHop, which, in turn, reports to Alice, Bob's manager should be set to Alice in the payroll system. Meanwhile, the entire manager chain remains accurate in ChartHop and will not be disrupted during a sync.
Title changes and promotions
When you change someone's title in your payroll system, the title change syncs to ChartHop as a neutral change, not a promotion or a demotion. If the title change is a promotion, you should mark it as such on the History page in ChartHop, immediately following the sync.
When you add an employee to your payroll system, the sync will first try to match the new hire with a person in ChartHop who has the same email, name, or contact ID.
If the sync cannot find such a person, it will look for open roles with the exact title and manager and hire the person into that role, dated to the hire date in the payroll provider. If the sync cannot find any open positions that are a match, it will create a new job and hire the person into that.
If a new job gets created erroneously due to a mismatched title or manager, the best way to fix it is to:
- Manually undo both the hire and the new job creation in ChartHop.
- Ensure that an open role exists in ChartHop with the correct title and manager.
- Re-run the sync.
Keeping in mind that ChartHop reflects the current data in your payroll system, if you see data that looks wrong or needs to be updated, you should make that data change in the payroll system.
Making changes in ChartHop without updating the source system will result in that change being overwritten by the next scheduled or manual sync.
Additionally, employee records still remaining in ChartHop despite having been deleted in your payroll after a sync is expected behavior. Since the record was deleted and not terminated in the payroll system, ChartHop cannot update a profile it has no reference to.