When a visit time changes and an activity has a custom schedule that no longer fits within the new visit window, ACP automatically raises a conflict. This article explains how conflicts are detected, how to review and resolve them, and how to track the history of decisions made.
Before you start
You must be a Tenant Administrator to view and resolve conflicts.
The Custom Activity Time Schedules feature must be enabled for your tenant in Tenant Preferences.
Conflicts are raised automatically — you do not need to do anything to trigger them.
⚠️ Important: Conflicts must be resolved before the visit starts. If a conflict is left unresolved when the visit begins, it is automatically closed by the system and the activity follows the updated visit schedule.
How conflicts are detected
A conflict is raised when:
An administrator updates a visit start or end time in ACP, and one or more activities on that visit have a custom schedule that falls outside the new visit window.
An external rostering system (such as People Planner via MINT) pushes an updated visit time to ACP.
No conflict is raised when a visit time changes but all activities with a custom schedule still fall within the new window.
📌 Note: Conflicts are only triggered by visit time changes. Editing a custom schedule time directly on an activity does not raise a conflict.
See your conflict notifications
On login
When you log in and there are unresolved conflicts, a warning message appears in the centre of the screen. You cannot dismiss it — the only option is to open the conflict panel.
If you open the panel but do not resolve all conflicts, the warning will appear again the next time a new conflict is raised. It will not reappear on every login for the same set of conflicts.
Nav bar badge
A badge on the top navigation bar shows the number of unresolved conflicts. The count updates in real time as conflicts are raised and resolved. Click the badge to go directly to the conflict panel.
Review conflicts in the conflict panel
To open the conflict panel, click the badge icon in the top navigation bar or click Review conflicts now from the login warning.
The panel has two tabs:
Active — conflicts that have not yet been resolved. Sorted by visit date, earliest first.
Resolved — conflicts that have been resolved but where the visit has not yet started. You can still edit a resolved conflict from here until the visit begins.
Reading the conflict card
Each conflict is grouped by visit. The card shows:
The client's name and visit name
The original visit time (struck through) and the new visit time
The number of activities to resolve
Each activity with its custom schedule time
Resolve a conflict
In the Active tab, find the visit with unresolved conflicts.
Click the tick icon next to the activity you want to resolve.
A resolution panel opens. Choose one of the two options:
Option A — Keep original time
The activity keeps its original custom schedule time. Because this time now falls outside the visit window, the activity is cancelled and removed from the visit. The healthcare assistant will not see it on their device. Use this option when the activity is no longer needed at this visit.
Option B — Set new time
You set a new custom schedule time that fits within the updated visit window. The activity remains on the visit with the new time you choose. Use this option when the activity must still happen but at a different time.
Click Save to confirm your choice.
The activity moves from the Active tab to the Resolved tab.
Repeat for each activity in the conflict group.
⚠️ Important: Once the visit starts, resolutions are locked and can no longer be edited.
Edit a resolved conflict
If a conflict was resolved incorrectly, you can change it before the visit starts.
Go to the Resolved tab in the conflict panel.
Find the resolved conflict you want to change.
Click the edit icon to reopen the resolution options.
Choose a different option and click Save.
The updated resolution replaces the previous one and is recorded in the conflict history.
What happens when conflicts are auto-closed
Conflicts are automatically closed by the system in two situations:
The visit goes In Progress — the healthcare assistant has started the visit on their mobile device. Any unresolved conflicts are closed and the activities follow the current visit schedule.
The visit is cancelled — the visit no longer takes place, so the conflicts are no longer relevant.
Auto-closed conflicts are recorded in the conflict history with Mobizio Administrator as the resolver.
View conflict history
A full audit trail of all conflict resolution decisions is recorded in the client's Case History.
Open the client's case file.
Click History in the case menu.
Scroll to the Conflict Resolution History section.
The table shows:
Status — the type of event. Click to open the full details.
Activity Name — the activity the conflict relates to.
Tenant Visit ID — the visit the conflict was raised for.
Updated By — who resolved or edited the conflict.
Updated At — when the action was taken.
Event types
Conflict Resolved — an administrator resolved the conflict manually (Option A or Option B).
Conflict Resolution Edited — an administrator changed a previously saved resolution before the visit started.
Conflict Auto-Closed — the system closed the conflict because the visit went In Progress or was cancelled.
Conflict Resolution Details
Click any row in the history table to open the Conflict Resolution Details modal. This shows the previous and new values for all relevant fields, including the custom schedule time, visit window, resolution type, and activity status.
Frequently asked questions
What happens if the visit time changes again after I have resolved a conflict?
A new conflict is raised for the same activity. Your previous resolution is recorded in the history but a new one is needed.
Can I resolve conflicts from the mobile app?
No. Conflict resolution is only available to Tenant Administrators on the web.
What happens if I do not resolve a conflict before the visit starts?
The system automatically closes the conflict when the visit goes In Progress. The activity follows the current visit schedule at that point — it is no longer possible to cancel or reschedule it through the conflict panel.
Can healthcare assistants see unresolved conflicts?
No. The conflict panel and notifications are only visible to Tenant Administrators.
What if the same visit time changes twice before I resolve the first conflict?
The original conflict is superseded and replaced by a new one with the latest visit times. You will only see one conflict per activity at any time.
Need help? Contact your system administrator or Access support for technical issues.