CaseWorx Troubleshooting

Root Cause Analysis/Investigation Steps:

1. Verify HR Integration Status:
   • Check the current HR integration logs for errors or failed syncs during the timeframe when new staff should have been created.
2. Identify Missing User Records:
   • Search the CaseWorx user database for the new staff records. Confirm whether they truly don’t exist and if there are any patterns in missing users (e.g., specific departments, recent hires, etc.).
3. Check HR Data Feed:
   • Inspect the raw HR data file or API payload sent from the County to CaseWorx. See if the new employees are included and correctly formatted.
4. Review Sync Schedule:
   • Determine when the next scheduled HR sync should occur (hourly, nightly, etc.) and if any recent sync was delayed or unsuccessful.
5. Test Manual Sync (if available):
   • Attempt to manually trigger an HR data sync, if CaseWorx supports this via admin tools or back-end, to verify whether users import successfully now.