Wrong no show email triggered for a valid cancellation

Created by Moveinsync Help, Modified on Fri, 19 Sep at 5:02 AM by Moveinsync Help

Query:

Why has the user received the no-show email even if the schedule was canceled within the allowed cut-off range?

Solution:

Check-1: Schedule no-show cut-off is set properly

How to check?

Site admin > Scheduling Management > Manage shift Categories > Select user’s shift category > Check ScheduleCancel VS ScheduleNoShow configuration

if the user shall not be marked as a no-show for cancellation prior to a certain cut-off time of the required shift the below configurations are to be set up correctly.

The ScheduleCancel and ScheduleNoShow values as well as availability should be set the same

The availability of the ScheduleNoShow should be set as YES along with the cut-off value being the respective cancellation cut-off.

E.g.

In which case can the issue occur?

ScheduleCancel config example:

ScheduleNoShow config example:

In this case, even if the user is cancelling the schedule prior to the cut-off the user will receive a no-show update.

The required configuration to avoid an employee being a no-show.

ScheduleCancel config example:

ScheduleNoShow config example:

Functionality use case:

Cut-off type	ScheduleNoShow Cut-off	ScheduleCancel cut-off	No show email trigger
Available to Employee	Yes	Yes	No
Cut Off for Employee (hrs)	0	0	No

Cut-off type	ScheduleNoShow Cut-off	ScheduleCancel cut-off	No show email trigger
Available to Employee	NO	NO	No
Cut Off for Employee (hrs)	0	0	No

Cut-off type	ScheduleNoShow Cut-off	ScheduleCancel cut-off	No show email trigger
Available to Employee	NO	Yes	Yes
Cut Off for Employee (hrs)	0	0	Yes

Cut-off type	ScheduleNoShow Cut-off	ScheduleCancel cut-off	No show email trigger
Available to Employee	Yes	Yes	Yes
Cut Off for Employee (hrs)	2	0	Yes

Ideally, when using the scheduleNoShow feature, the no-show cut-off should always be set later than the schedule cancellation cut-off.

The same goes for SPOC cut-off as well.

For example:

Login Time	ScheduleNoShow Cut-off	ScheduleCancel Cut-off	Available to Employee
9 AM	4 hours	2 hours	Yes (for both)

This would mean:

Case 1: If the user cancels before 5 AM, it won’t be considered a no-show.

Case 2: If the user cancels between 5 AM and 7 AM, it will be marked as a no-show.

Check-2: The billing team has marked the user as a no-show upon auditing

THANK YOU