When service users and branches are created in People Planner or Access Care Rostering and pushed to Access Care Planning via integration, they are mapped to services based on how the rostering system is configured. This article covers what to do when a service user arrives in the wrong service, or a newly created branch does not appear in ACP.
Client integrated to the wrong service
A service user appearing in ACP under the wrong service is not self-correcting. The record will remain in the incorrect service until a correction is made.
⚠️ Warning: There is no way for a Tenant Administrator to move an integration-created service user between services directly in ACP. This requires a datafix by the Support team.
Raise a Support case via the Access Digital Assistant and include the following:
The service user's full name.
The service they have arrived in.
The service they should be in.
To reduce the risk of this happening, confirm that the service order configuration in People Planner or Access Care Rostering is pointing to the correct service before the record is created. If you are unsure which service a record will be mapped to, check with your rostering system administrator first.
New branch not appearing in ACP
When a new branch is created in People Planner or Access Care Rostering, it is pushed to ACP and should appear as a branch within the relevant service. If the branch does not appear in ACP Configuration after a reasonable period, work through the following checks.
A branch with the same name already exists in ACP. The integration will not create a second branch with an identical name. Check Configuration to confirm whether a branch with this name already exists.
The branch name contains unexpected characters. Keep branch names consistent and avoid special characters unless you have confirmed these are supported in your environment.
The integration has not yet triggered. If the branch was only recently created in the rostering system, allow some time before checking again.
If the branch still does not appear after working through these checks, raise a Support case via the Access Digital Assistant. Include the branch name exactly as it appears in the rostering system and the date it was created.