Timesheets

Shift Queries

Deal with a client's query on a shift: look into it, correct the hours if they were wrong, and send the client a note. You can also raise a query yourself to hold a shift back.

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Before You Start What a Query Does Review Queries Resolve or Close Raise a Query What Happens Next Troubleshooting Related Guides

Before You Start

Who can work queries.

Before you start

  • Agency console: the Coordinator preset, Admin or super admin can resolve, close and raise queries (it needs the right to edit time). Other users with the page can only look.
  • Client dashboard: a Viewer can look. A Manager or Admin can resolve, close and raise.
  • Clients raise queries from Timesheets in the client portal. See Approving Timesheets in the Client Portal.

What an Open Query Does

It holds the shift back.

The shift is left off the charge schedule until the query is resolved or closed. It shows an Off charge schedule tag.
Bulk approval on Timesheets skips it, and the shift shows a Queried badge.
Close week counts it as an open query, and the pay week cannot be locked until it is dealt with. Only a super admin can lock past it, with "Lock anyway", and the shift then stays out of pay.
It is listed on the Client disputes tab of Exceptions.

Review Queries

Open, under review, done.

Agency console: Schedule > Queries. Client dashboard: Schedule > Queries.

Pick a tab

The tabs are Open (the default), Under review, Resolved, Closed and All. In the agency console, pick a Client to narrow the list. A banner shows how many are open.

Read the query

Each card shows the status, the reason (for example Incorrect hours, Wrong worker, Wrong site, Rate dispute, Duplicate entry or Not worked), the client, the worker, when and where they clocked, the description, and who raised it.

Mark it under review

Click Under review to show the client you are looking at it. The shift stays held back.

Check the shift

Click Open entry to see the shift and its history. If the hours were wrong, correct them there first, with a reason. See Editing Time Entries.

Resolve or Close

Always with a note the client sees.

Choose the outcome

Click Resolve if something was found and changed. Click Close, no change if the shift was right as it was.

Write the note

Fill in Note to the client (in the client dashboard, Note to the portal user), at least 3 characters: what was found and what was changed, or why nothing needs to change. The client sees this note in their portal.

Confirm

Click Resolve or Close query. The card moves to Resolved or Closed, and shows who did it and when.

Raise a Query Yourself

To hold a shift back.

Use this when you need to stop a shift being approved or invoiced while you check it.

Open the form

Click Raise Query. The Raise Shift Query box opens.

Identify the shift

Enter the Time Entry ID (the entry number shown on the entry page and in the Audit PDF). In the agency console, leave Client as Take it from the entry or pick one to check against.

Say why

Choose a Reason and write a Description. Click Raise Query.

The client is told in their portal, and the card shows when the client was told.
The shift is back on the charge schedule and can be approved again.
The Queried badge on Timesheets clears, and the query no longer blocks Close week.

Troubleshooting

Common questions.

What you see Why, and what to do
No Resolve or Raise Query buttons Your access does not include editing time (agency console), or you are a Viewer (client dashboard).
"Time entry not found for the selected client" The entry belongs to another client. Leave Client as Take it from the entry.
A shift is missing from the charge schedule It probably has an open query. Look on the Open tab.
A Coordinator's Day
Client Approvals and Amendments
Handling Exceptions
Charge Schedule
Closing the Pay Week
Previous Client Approvals and Amendments Next Second Approval for Corrections
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