This error message could be due to the following reasons:
- The user attached to the WID in Workday doesn’t have an email.
- The user was not created via a Workday Sync.
In HireVue, this error will provide the Workday ID (WID) for the account that the sync request is coming from.
Follow these steps to troubleshoot:
At the top of the page in HireVue, click the down arrow next to your name and choose Integrations.
Click the Workday Sync Errors tab.
Review the error log.
Reason 1: The user attached to the WID in Workday doesn’t have an email
- Under Workday Initiator, copy the WID.
- In Workday, search for the WID to see if there is a primary business email address associated with the user.
- If there is no email address, add a primary business email address.
- During the next hourly sync, it should sync over.
Reason 2: The user was not created via a Workday Sync
- Under Workday Initiator, copy the WID.
- In Workday, search for the WID and get the email address from the account that is associated with the WID.
Please note: If the user already exists in the HireVue account, it means the user was not created via a Workday Sync. This is a problem because manually adding users causes their WID to not attach to their username in HireVue.
3. Email integrationsupport@hirevue.com with the user’s WID and email address.
4. HireVue’s Engineering team will either run a full sync on the account or have the WID manually added on the back-end database.