Troubleshooting
“No ScoreBooks have been set up for your company”
Section titled ““No ScoreBooks have been set up for your company””A member who is not a Manager or Admin sees this when no ScoreBook includes them. Ask a Manager or Admin to add you to a ScoreBook, or to set your Any ScoreBook setting to Yes. Access
A ScoreBook has no scores
Section titled “A ScoreBook has no scores”Check in order:
- Is it active? Its edit page says Your ScoreBook is not active because no members have been added below. or …because no ScoreCards have been added below. Add the missing members or ScoreCard.
- Has its ScoreCard started? Scores begin when the ScoreCard’s Starting Time Period begins.
- Does the ScoreCard have modules? A ScoreCard without any says No Scoring Modules have been added yet to this ScoreCard.
- Is there a ScoreCard for this month? Without Auto Generate Future ScoreCards, add each new ScoreCard by hand. How
A ScoreBook has disappeared
Section titled “A ScoreBook has disappeared”It was probably deactivated. Managers and Admins with Any ScoreBook set to Yes see it under Deactivated ScoreBooks. How
I can’t see my colleagues’ scores
Section titled “I can’t see my colleagues’ scores”During a week you see only your own scores; the others show a lock until the week has ended. Your colleagues’ Peer Review scores stay hidden.
Negative Real-time points on a ticket I’m still working
Section titled “Negative Real-time points on a ticket I’m still working”Real-time points are worked out as the ticket changes, so an incomplete ticket can show penalties, such as for time not yet entered. They go once the ticket is brought up to date. To see exactly why, analyse the ticket: see Read your scores.
No IN_PROGRESS points although I used In Progress
Section titled “No IN_PROGRESS points although I used In Progress”Check that:
- your In Progress status has the SLA escalation status We have created a Resolution Plan in ConnectWise;
- your time entry starts within 8 minutes of putting the ticket In Progress and ends within 15 minutes of taking it out;
- it is your first In Progress on that ticket today: the points are awarded once a day per ticket.
See Real-time points.
Custom points have not changed my scores
Section titled “Custom points have not changed my scores”Custom points apply only to the Real-time Custom modules, and only to tickets updated after the change. Add a Custom module to the ScoreCard. How
Timesheet points were deducted
Section titled “Timesheet points were deducted”A time reviewer changed the entry, or it was submitted late. Open your Timesheet report from the ScoreBook to see each modified entry and what changed, and click Acknowledge Modification(s) to remove the modification deductions. A late submission’s deduction stays. Why
My peer review did not count
Section titled “My peer review did not count”- Is your Nilear Live account linked? Reviews are sent from Microsoft Teams. How
- Was it a day off? Reviews and likes on a non-working day earn no points.
- Has it gone live? A review goes live one to two hours after it is submitted, or the next working morning.
- Was it a duplicate? The same review of the same member is not accepted twice.