This process resolves payroll jobs that become stuck due to system interruptions or processing errors, often caused by network timeouts.
⚠️Important: If a job is stuck and it is not related to payroll validation or the generation of salaries and allowances, please raise a new case online and reference this article title.
Once you have confirmed that the payroll job is not progressing, follow the steps below in portal before attempting to run the job again.
Check log file
Before you clear out the failed job, we advise you download the log file and review it for any ORA errors. To do this, follow the steps below.
Click Manage Payroll then click the three-dot icon.
Click Log File.
Download the file and press CTRL + F to search for ORA- errors. If there is no error in the log file, please raise a new case online and reference this article title. Attach the log file.
Clear failed job
After checking the log file for ORA errors, clear the failed job. To do this, follow the steps below.
Click Manage Payroll then click the three-dot icon.
Click Reset Failed Job.
📌Note: This menu appears only when the job shows as failed, not while it is still running.
Enable menu option
If you don't see the Reset Failed Job option when you need to clear the failed job, enable the menu option below for the user who requires access. To do this, follow the steps below.
From the dashboard menu, select Security.
Click Menu Profiles.
In the search field, search for the menu profile Payroll.
Click the three-dot icon, then click Manage Menu Options.
In the Search field, search for the following menu option:
Update paygroup reset: WS_PAYROLL_MENU.PATCH_PAYGROUP_RESET
Set the menu option to Active.
User access
To provide the system user access to this option, follow the steps below.
From the dashboard menu, select Security.
Click User Management.
From the drop down menu, select All Back Office Accounts.
To add a new user, click CREATE NEW USER.
To update an existing user, click the three-dot icon.
Click Manage Account, then click Menu Profiles.