I need help managing an employee's profile in the system.

Introduction

Managing an employee's profile within TrackTik's security workforce management platform is essential for maintaining accurate records and ensuring seamless operations. This guide outlines the key actions involved, including adding new employees, merging records, and handling transfer notifications to support your security team's efficiency and compliance.

Adding a New Employee

To add a new employee profile, ensure the employee does not already exist in the system. If you encounter issues during this process, consider the following:

• Check for any terminated employee profiles associated with the same phone number as this may block adding a new profile.
• Verify if there are any active device licenses linked to the employee's phone number, which might prevent profile creation. 

Addressing these factors will often resolve common obstacles to adding new employees.

If you are unable to add employees, your user role may not include the necessary HR permissions to create employee profiles. For example, the Scheduler/Field Supervisor role does not include permission to add new employees by default.

To enable employee creation:

• Assign the user a role that includes employee creation rights.
• Customize the existing role to grant add/create permissions for Employees/HR.
• Have an admin or HR manager perform employee creation instead.

Admin steps to update role permissions:

• Go to Roles & Permissions.
• Select the role and enable permissions related to creating/adding employees and viewing the HR module.
• Save changes and ask the user to log out and back in.

Merging Employee Profiles

Direct merging of employee profiles is not supported in TrackTik. However, you can manage legacy data by terminating the old profile. Important information such as incident reports and activity logs remain intact and accessible even after termination.

Reactivating or Rehiring an Employee

Reactivation or rehire may fail when another profile exists with the same email address or another unique login attribute. TrackTik enforces uniqueness to protect access and data integrity. A common symptom is seeing an error such as "This user has been terminated on Date Unavailable" or being unable to complete the rehire/reactivation for an employee who needs to return.To resolve the issue:

• Locate duplicates: Search for the employee by name and email, and filter across all statuses (Active, Inactive, Terminated/Archived) to surface any duplicate profiles.
• Decide which profile to keep: Choose the record with the correct employment history, assignments, time and schedule data, and the appropriate Employee ID/external ID.
• Clear the email or identifier conflict: If merging tools are available in your admin environment or via Support, you may merge profiles to consolidate history and maintain a single, clean record. If merging is not available, open the profile you will not keep and replace its email with a unique placeholder address, or remove the email if your settings allow. Save the change so the email becomes available for the correct profile. Ensure that only one active profile holds the employee’s true email and unique identifiers.
• Reactivate the correct profile: Open the profile you are keeping and run the Reactivate/Rehire workflow. Complete required rehire fields (such as position, site, pay rate, and effective date) and save.
• Clean up and validate: Archive or clearly mark the duplicate profile as historical. Review schedules, permissions, pay settings, and any integration links (for example, external IDs) to confirm they reflect the current employment.
• Prevent future duplicates: Create or rehire employees from a single source of truth (for example, through the Paycor integration) rather than manual duplicate entries. Maintain a consistent Employee ID/external ID between systems, and do not reuse the same email for multiple individuals.

If you cannot merge or edit the duplicate due to permissions, contact TrackTik Support. Provide the employee’s full name, email, both profile IDs or URLs, and indicate which record should be the active one. The Support team can merge records where applicable or release the conflicting identifier for you.

Troubleshooting Visibility of Former Employee Profiles

If a Billing Specialist cannot locate a former employee while an Administrator can, the issue is often related to role-based permissions that hide inactive or terminated profiles or restrict directory scope.To resolve this without granting Administrator access:

• In Roles and Permissions, compare the Billing Specialist and Administrator roles to identify differences in People visibility, access to inactive/terminated users, directory scope, and viewing asset history.
• Enable only the following for the Billing Specialist: viewing inactive or terminated employees; viewing people across required locations, departments, or organizational units; and viewing asset details and assignment history for inactive users.
• Keep management permissions (create, edit, and delete) disabled.
• Have the Billing Specialist run the search again with filters set to include inactive people and with scope set to All.

Handling Employee Transfer Notifications

Notifications regarding employee transfers should be forwarded to your designated administrative or HR team for proper processing. They will manage any necessary updates and ensure continuity in security operations.

Managing Social Security Numbers / Social Insurance Numbers (SSNs / SINs)

When the Social Security Numbers / Social Insurance Numbers feature is enabled, an additional tab appears in the employee’s HR profile to enter and securely store the SSN / SIN

To enable and use this feature, consider the following:

• Ask your administrator to enable the Social Security Numbers feature in the HR/Employee settings.
• Ensure only appropriate roles have permission to view and edit this tab due to the sensitive nature of SSNs / SINs
• Enter SSNs / SINs carefully and verify accuracy.

Compliance notes:

• Limit access to authorized HR or payroll personnel.
• Follow your organization’s data privacy and retention policies.
• Do not include SSNs in general notes or attachments.

Managing Employee Labels

Labels cannot be assigned directly to individual employees from the Employees tab. Labels are applied at the position level, and employees inherit labels through the positions they hold.

How to assign labels correctly:

• Confirm labels are set up in the area where labels were created (for example, your Positions/Label setup section).
• Open the label you want to manage and choose the Change Availability option.
• Select the positions or teams the label should apply to.
• Make sure the employee is assigned to a position that carries the label.

Important notes:

• Attempts to assign labels directly from the Employees tab will not work because labels are tied to positions.
• To update an employee's labels, change the position they are assigned to, or adjust which positions a label applies to via Change Availability.

Troubleshooting Employee Assignment Visibility / 
Employee not appearing in the system

If an employee has been properly created and assigned to the correct region/site but does not appear when you attempt to assign them to a post, review the following checks:

Verify the employee's profile:

• Status: Ensure the employee is Active (not Terminated, Archived, or On Leave).
• Start/end dates: Confirm the employment start date is on or before the schedule date and that there is no end date in the past.
• Region/site assignment: Verify the employee is assigned to the exact region and site being scheduled (for example, Moncton region and Moncton Airport) and that the assignment is active.
• Exclusion flags: Confirm Exclude from scheduling and Hide from assignment are disabled.
• Role/qualification: Ensure the employee holds the position, skill tags, or certifications required for the post.

Check your scheduling view and filters:

• Region/site filters: Confirm your view is filtered to the correct region and site.
• Eligibility filter: If Show only eligible (or similar) is enabled, the employee will appear only if they meet all criteria. Temporarily disable this filter to test.
• Date/time range: Confirm you are viewing the correct period and that the employee is available.
• Search terms: Try both first and last name and verify spelling.

Confirm your access:

• Ensure your user account has visibility and permission for the region and site. If you lack access to the Moncton region, you may not see employees assigned there.

Resolve common sync issues:

• Recent changes: New profiles or assignment edits can take a few minutes to index. Wait 5–10 minutes and refresh.
• Resave to sync: Open the employee record, make a small edit (for example, re-save the assignment), then refresh the scheduling page.
• Web and mobile: Compare visibility in the web application and the mobile app. If the employee appears on the web but not on mobile, sign out and back in on mobile, clear the app cache, or reinstall once.
• Duplicates: Search for duplicate profiles in other regions or sites. If found, terminate or deactivate the duplicate and retain the correct active profile.

Position and post requirements:

• Some posts require a specific role, union classification, certification, or clearance. Update the employee’s qualifications or temporarily relax the post requirements to test visibility.

Still missing?

When contacting Support, provide:

• The employee’s full name and unique ID.
• The region and site name or ID where they should appear.
• The post or position you are assigning and any requirement tags.
• Screenshots of your scheduling filters and the employee’s profile assignments.
• The timestamp of when the employee was created or edited.

TrackTik Support can re-index the employee, review backend mappings, and identify any hidden constraints preventing selection.

Need Further Assistance?

If you require additional support with managing employee profiles or encounter specific issues not addressed in this guide, please contact TrackTik Support directly. Our professional team is ready to assist you to ensure your security operations run smoothly.