TRUE CARE SYSTEM • TROUBLESHOOTING
Time Keeping Issues
Resolve missing time entries, approval, exceptions, overtime, and payroll-transfer issues.
Troubleshooting may expose workforce information, Provider configuration, PHI, audit data, billing records, payroll information, or technical identifiers. Use minimum-necessary access, redact public evidence, and perform changes only through approved roles and workflows.
Purpose
Resolve missing time entries, approval, exceptions, overtime, and payroll-transfer issues.
Diagnostic Checklist
Confirm schedule, mobile visit, manual entry, and adjustment source.
Check Pending, Approved, Returned, or Locked status.
Review missing punch, overlapping time, duplicate entry, and unauthorized overtime.
Confirm period start/end dates and payroll cutoff.
Verify the employee, Provider, department, and work location.
Confirm approved hours were included in the intended payroll run.
Recommended Resolution Sequence
- Reproduce the issue using the same Provider, user role, record, date range, and device context.
- Confirm filters, status, account access, Provider scope, effective dates, and related records.
- Capture evidence before changing configuration, data, or code.
- Apply the smallest authorized correction and avoid unrelated changes.
- Retest the original workflow and one related regression workflow.
- Document the cause, correction, validation, and any required follow-up.
When to Escalate
Contact authorized Provider leadership or Platform Support when the issue involves possible cross-provider data, unauthorized PHI access, suspicious login activity, data loss, billing submission risk, payroll impact, medication safety, or a critical production outage.