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Troubleshooting for the BambooHR integration

  • Updated

If you have the BambooHR integration enabled on TravelPerk, you can download the Sync Log, which outlines the updates and errors during the sync.

For solutions to the different errors that may occur, see the Solutions table below. 

Download the Sync Log

  1. Go to Account Settings
  2. Select Integrations
  3. Find the BambooHR integration and click Manage
    BambooHR Manage.png
  4. Go to Last Imports
  5. For every sync, a CSV log is available and can be downloaded to check for updates or errors. Select the sync you want to check and click the download CSV log button.
  6. Open the CSV log and check the errors

Note: Updates are synced daily for BambooHR and you can manually trigger an update at any point.

 

Important information when checking for errors

  • If any of a user's fields are invalid, the user will fail to sync.
  • If one user fails to sync, this will not impact the rest and they will sync normally.
  • You can use the first name, last name or email to determine which user failed to sync.
  • If none of those are provided in the log, you will see the External ID, which refers to the User ID in BambooHR. To determine who the user is, add the External ID to your BambooHR URL. For example, if the External ID is 351 include it in your BambooHR URL as shown below:
    BambooHR URL.png
  • External ID is not the same as Employee Number
    •  

 

Solutions

Once you find the errors that are impacting your sync, use these solutions in the table below to resolve them: 

Error

 Solution
Phone Number _____ is not valid. Phone numbers must have an international prefix

There are 2 options to resolve this error:

Update any impacted users' phone numbers in BambooHR. Phone numbers must be in a specific format: they must have a + followed by an international calling code. 

Disable the sync of phone numbers.

  1. Go to Account Settings and click Integrations
  2. Find the BambooHR integration and click Manage
  3. Select Configure and uncheck Phone Number as data to pull in
Invalid Email ‘None’

You must set an email for all users in BambooHR - it is a mandatory field. 

Verify that the user has the correct work email set up in BambooHR.

Personal emails such as @gmail are not allowed. 
Status is not valid

The employee status field had an empty value instead of Active or Inactive.

Check if the impacted users have a different status. 

Also, make sure that the Admin who authorized the integration has the correct permissions to access impacted user’s statuses.
Insufficient Permissions to view these employee fields: ___

The user that created the integration does not have the correct permissions.

Share the Integrate BambooHR with TravelPerk Help Center article with them to set it up correctly.

The admin who set up the integration has left the company

The original user who set up the integration has left the company, so another user with the correct permissions needs to reauthenticate the integration. 

  1. Go to Account Settings and click Integrations
  2. Find the BambooHR integration and click Manage
  3. Click Regenerate Key
  4. The user with the correct permissions needs to log in to BambooHR and it should unblock
Invalid supervisor received, supervisor with ID XYZ does not exist

There are 2 scenarios for this error:

  • The supervisor was supposed to be created in the same sync, but the sync failed. Check the supervisor's line in the Sync Log and fix the issue. 
  • The supervisor/manager is filtered out using the location or department filters. Adjust the filters to ensure the supervisor's location or department is included in the sync.
Greyed-out fields that cannot be edited

The fields are greyed out because there is an active integration with BambooHR and the user is managed through the integration.

To update the values, they need to be updated in BambooHR directly.

 

Note: If you disable the integration, provisioned users will remain in TravelPerk. It will only stop creating new users and existing users will no longer be updated if there are changes.

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