Why is a staff member, client or shift missing from the Roster Schedule?
A checklist for when a staff member, client or shift isn't showing on the Roster Schedule: filters, Hide empty rows, archived resources, new records, Rights and Areas, and publishing.
Key Points
Check your filters first. They're saved for you, so a filter you set days ago can still hide people today. The Filters button turns blue when a filter is on.
If you filter by staff, anyone with no shifts in the period you're viewing is hidden while Hide empty rows is on. Turn it off to see them.
Archived clients, and their shifts, only show when Include archived resources is on.
A new client only shows once they're Active and in an Area you can see.
What you see also depends on your roster Rights and Areas. Staff only ever see published shifts.
Are your filters hiding them?
Filters are the most common reason someone or something is missing. Your filters are saved to your user, so they stay on until you change them.
Go to the Roster Schedule and click Filters. If the button is blue, at least one filter is on.
Check each filter: Shift site, Resource site, Staff and Client.
To remove them all, click Clear, then Save.
Also check:
Shift site vs Resource site: Shift site uses the Area on the shift. Resource site uses the Area on the staff or client record. A shift in one Area for a client in another can be hidden by one filter and shown by the other.
Quick filters: quick filters (such as billable, published or cancelled shifts) stay on until you turn them off.
Schedules: if you've chosen a schedule, you only see shifts in that schedule. Shifts with no schedule only show when all schedules are selected. See How do I create schedules and assign shifts to them?
The search bar: clear anything typed in the search field.
Why is a staff member I've selected not showing?
When you filter by staff, a staff member with no shifts in the week or fortnight you're viewing is hidden while Hide empty rows is on. This is expected.
To see everyone, including staff on leave or with nothing rostered:
Click Filters.
Turn off Hide empty rows.
Click Save.
Why are archived clients or staff missing, or still showing?
Archived clients: their shifts, including past shifts, are hidden unless Include archived resources is turned on in Filters.
Archived staff: archiving a staff member doesn't remove their future shifts. The shifts stay on the roster with them still on them, so they can still show on the client's row. Reassign or delete them. See What happens when I delete or archive a user?
Why isn't a new client, staff member or SIL home showing?
New client: the client must be Active and in an Area you can see. Check the client's status and their Primary Area on their record.
New staff member: the roster shows staff from the Staff Section, not user accounts. The person needs a Staff Profile, and it must be in an Area you can see.
SIL home: a SIL home can be added like a client, or as a roster resource. If it's a roster resource, it isn't in the Clients section. Check it's Active under Admin Tools > Resources. See How do I roster shifts for a SIL home?
Is it your Rights or Areas?
Your roster Rights decide whose staff, clients and shifts you can see: only your own, those in your Areas, or everyone. See Which Rights control access to the Roster Schedule?
You only see shifts in the Areas you're assigned to. Ask your administrator to check your Areas.
Rights can also limit people in some Groups to seeing only the staff profiles in their own Area.
If you can read the roster but not update it, you only see published shifts.
Why can't a staff member see a shift I can see?
It isn't published. Staff only see published shifts. See How do I publish shifts so staff can see them?
Their user isn't linked to their Staff Profile. Staff only see their own shifts when their user account is linked to their Staff Profile.
Their own filters. Staff have their own saved filters too. Ask them to click Filters, then Clear and Save.
Their Rights and Areas. Most staff can only see their own shifts. For open shifts, see How do open (TBA) shifts work and who can see them?
Can I filter the roster by team?
No. Teams set up in Manage Teams don't filter the Roster Schedule. To see a group of staff, use the Resource site filter (by Area) or select the staff in the Staff filter.
How do I save a default filter?
You can save the filters you use most, so the roster opens with them each time.
Click Filters.
Set the filters and toggles you want, for example turn off Include archived resources so archived staff and clients are hidden.
Click Save in the Filters panel.
Your saved filters only apply to you.
Still missing?
The roster doesn't update live. If someone else has just changed a shift, refresh the page. If it's still missing, take a screenshot of the roster with the Filters panel open and contact our Support team, with the staff member or client and the date.