I was hoping to get some insight into how the WFM - HRIS Time-off integration works with error handling. I had a call today with a customer that is looking to implement this and some points that came up are:
What happens if a request is submitted or cancelled in Genesys, but the integration to add/remove the request to the HRIS fails?
If the integration to get a user's balance fails, can they still submit a time-off request? If the balance can't be retrieved does the request automatically get approved/rejected? A major concern from this is if a user's balance can't be retrieved, they could potentially have a request auto-approved despite not having sufficient balance to fulfill the request.
The request will have "sync failed" status. You can see it in UI, in time-off request list and time off request detail views. It is also available through time-off API. Most likely, after failed sync, the user will need to go into HRIS and adjust time-off request there manually and then reset the status to "manually sync'd"
This depends on the insert/update workflow. Most logical way to write this workflow is not to proceed, when balance cannot be checked. The example provided in the blueprint does not proceed without balance check. However it is up to workflow developer to implement correct logic there.
Thank you for your responses. On point 2; how does this work for the end user and for the WFM admins? Does the user receive an error when submitting the time-off request? Will the WFM admins see that the request has been cancelled because the balance could not be obtained?
The user does not receive an error, when submitting as HRIS synchronization is asynchronous operation that starts immediately after time-off submission. The errors during synchronization result is sync status "failed".
The request does not change status to "cancelled". If request was submitted as "pending", it will not get auto-approved.