Troubleshoot: Import jobs

HRIS_Link_permissions.png

When your organization implements HRIS Link, you must specify a notification email address. Greenhouse will send an email to this address after every HRIS Link run, confirming if the run succeeded or failed. If HRIS Link fails, the notification email includes details on the error that occurred, as well as a Workflow ID. The Greenhouse Support team can use these details to help troubleshoot and diagnose the issue.

In most cases, if an error occurs while HRIS Link is attempting to create or update a job, the error will prevent the job from being created or updated in Greenhouse Recruiting.

Email subject Error information Issue User solution
HRIS Link: Job import failed

No office exists with Name or External ID <value>

or

No department exists with Name or External ID <value>

The office referenced in the HRIS report does not exist in Greenhouse; the report value must exist as an Office name or external ID in Greenhouse.

1. Audit the HRIS Link report (or the job in your HRIS) for the office or department name or external ID that caused the error.
2. In Greenhouse Recruiting, go to Configure Configure.png > Organization.
3. Confirm the office or department name does not exist in Greenhouse Recruiting.
4. To audit the external ID for an office or department in the Greenhouse Recruiting UI, to click the edit icon edit_2.png next to the office or department name. If you need to audit all external IDs, leverage the Harvest API or reach out to Greenhouse Support.


If the office or department name/external ID does not exist in Greenhouse Recruiting and you have office import or department import:
5. Confirm the office exists in your HRIS with the appropriate external ID and name.
6. Wait for office import or department import to run again, then audit to see if this error persists after the office with the correct ID has been created/updated by HRIS Link.


If the office or department name/external ID doesn't exist in Greenhouse Recruiting and you do not have office import or department import:
5. Go to Configure Configure.png > Organization.
6. Click + new office or + new department > add the office or department with the appropriate external ID.
7. Wait for job import to run again.

If the error persists, click here to open a ticket with the Greenhouse Support team.

HRIS Link: Failed to access Workday

We encountered an error when trying to poll your Workday report at 2020-05-09 1:15:00 and error message we received:

https://wd2-impl-services1.workday.com/ccx
/service/customreport2/CR_
INT023_Greenhouse_Job_
Reqs_Out_V2?updated_
after=2020-05-09T01:00:08-00:00&format=json

Error message: 503 : Service unavailable

This is typically an issue related to the HRIS report URL (for example, if something has changed with the ISU’s access to the report URL). 1. Audit the HRIS Report to ensure that Web Services are enabled for the report.
2. Confirm the ISU credentials’ access has not changed or expired.
3. After confirming the report is enabled for web services and the ISU has the appropriate level of access to the report, wait 15 minutes for HRIS Link to run once again.
If the error persists, click here to open a ticket with the Greenhouse Support team.
HRIS Link: Job import failed

Error message: Custom Field {CUSTOM_JOB_FIELD_NAME} has no option for value '<VALUE>'

This error message means the custom field option value referenced in the report "<VALUE>" does not exist as a picklist option for the job custom field in Greenhouse Recruiting.

1. Audit the custom option values that are available in the HRIS and copy the exact <VALUE> that’s missing from Greenhouse Recruiting.
2. In Greenhouse Recruiting, go to Configure Configure.png > Custom Options > Click Job to view the list of job custom fields > click to edit the custom field listed in the error message.
3. Audit the available custom options and confirm the option does not exist.

 

If you are not using a Custom Option Sync via Workday RaaS (the picklist can be edited in Greenhouse Recruiting):
4. Add the option value exactly as it appears in the HRIS.
5. Wait 15 minutes for the report to run again
If the error persists, click here to open a ticket with Greenhouse Support.

 

If you are using a Custom Option Sync via Workday RaaS (the picklist cannot be edited in Greenhouse Recruiting):
4. You must manually refresh the custom option sync by going to Configure Configure.png > Dev Center > Workday Administration > Sync a Greenhouse custom field with a Workday Report-as-a-service > click the edit icon edit_2.png next to the RaaS custom option sync you wish to refresh
5. Click Refresh report at the top of the page.
6. Go to Configure Configure.png > Custom Options > Job to view the list of job custom fields > click to edit the custom field listed in the error message.
7. Audit the available custom options and confirm the missing value was added.
8. Wait 15 minutes for the job import report to run again.

If the error persists, click here to open a ticket with the Greenhouse Support team.

HRIS Link: Job import failed No user exists with Email or Employee ID <value> The email address or employee ID referenced in the HRIS report is not associated with an existing Greenhouse User account; the HRIS report value must match a Greenhouse Recruiting user's employee ID or email address.

1. In Greenhouse Recruiting, go to Configure Configure.png > Users > search for the user who was included in the HRIS report (for example, the Recruiter or Hiring Manager).
2. If you cannot find the user, you must create them in Greenhouse Recruiting.
3. If you are able to find the user, click into their profile and verify the Greenhouse Recruiting employee ID and/or email address matches what was included in the HRIS report.

 

If your organization does not have user import:
4. If the value included in the HRIS report does not match the Greenhouse Recruiting user’s employee ID or email address, you must update the Greenhouse Recruiting user’s profile accordingly.
5. Wait 15 minutes for the report to run again.
If the error persists, click here to open a ticket with Greenhouse Support.

 

If your organization has user import:
4. Update the employee ID or email address for the employee in question in your HRIS so it flows to Greenhouse Recruiting on the next run of the report.
5. Wait 15 minutes for user import to run again.
If the job import error persists after user import has updated the user profile in Greenhouse Recruiting, click here to open a ticket with Greenhouse Support.

HRIS Link: Job import completed with errors

Hiring Manager with ID <value> can not access job.

or

Recruiter with ID <value> can not access job.

The Hiring Manager or Recruiter cannot access the job in question because their Greenhouse Recruiting user profile is disabled, or cannot be found using the employee ID provided in the HRIS report.

1. In your HRIS, look up the user associated with the employee ID that is defined for the hiring_managers or recruiters field.
2. In Greenhouse, navigate to Configure Configure.png > Users > click into the user's profile in question.
3. Confirm the employee ID defined in Workday is the same as it appears in Greenhouse Recruiting.
4. Confirm the Greenhouse Recruiting user in question is active (not disabled) in Greenhouse Recruiting.

 

If your organization does not have user import:
5. If the employee ID does not match and you do not have user import, manually update the user’s employee ID in Greenhouse Recruiting.
6. Wait 15 minutes for the next job import report to run.
If the error persists, click here to open a ticket with Greenhouse Support.

 

If your organization has user import:
5. Ensure the employee ID is defined correctly in your HRIS, and the email address associated with the HRIS employee matches an email address linked to the Greenhouse Recruiting user. If the HRIS employee ID and email address do not match the appropriate Greenhouse Recruiting user, you must reconcile between the systems and update the Greenhouse Recruiting user so there is a common identifier (either employee ID or email) between systems.
6. Wait 15 minutes to see if the user's Greenhouse Recruiting profile is updated when user import runs again.
If the error persists, click here open a ticket with Greenhouse support.

HRIS Link: Job import failed 403 Forbidden A 403 error is returned when the client is not permitted access to the resource, despite providing authentication. This may be caused by the ISU credentials expiring, or the On-Behalf-Of User’s (named: HRIS Link) permissions are insufficient. 1. In the HRIS, audit the ISU credentials used to access the job import report.
2. Confirm the ISU credentials are active and have permissions for the Report.
3. Audit the Greenhouse Recruiting user named HRIS Link to ensure the permissions have not changed recently (Configure Configure.png > Users) .
4. Wait 15 minutes for job import to run again.
If the error persists, click here to open a ticket with Greenhouse support.
HRIS Link: Job import completed with errors X jobs found in Greenhouse with requisition_id: <value> This error message means there are two jobs in the Greenhouse Recruiting instance with a matching job requisition ID. As a result, job import cannot update the job because job import does not know which of the two existing jobs to update.

Someone within your organization must remove one of the two duplicate jobs so only one job exists with the given requisition ID.
Below are some steps you can take to resolve this error:
1. In Greenhouse Recruiting, go to All Jobs > search for the requisition ID > click into each of the jobs in question.
2. Audit each job to determine which job should be maintained.
3. Go to the Job Info page of the job that will not be kept.
4. Click the edit icon edit_2.png next to Status > close the job > click Save > click Delete.

Note: Deleting a job is a permanent action which cannot be undone.

5. Wait 15 minutes for job import to run again.

If the error persists, click here to open a ticket with Greenhouse Support.

HRIS Link: Job import completed with errors Access denied This error occurs when HRIS Link has issues accessing Harvest API via the configured credentials.

1. Audit the permissions of the HRIS Link user in your organization's Greenhouse Recruiting account to ensure the user is an active Site Admin User with all user-specific permissions enabled.
2. Audit the HRIS Link Harvest API key to ensure it has been granted all required API permissions.
3. Audit the Change Log (Configure Configure.png > Change Log) in Greenhouse Recruiting to see if anyone has updated the HRIS Link Harvest API key permissions or the HRIS link user.
4. Confirm the job import report is still enabled for Web Services in your HRIS.
5. Confirm the ISU credentials defined for HRIS Link still have access to the job import report in your HRIS.

If you are unable to resolve the issue, click here to open a ticket with Greenhouse Support.

HRIS Link: Job import completed with errors Couldn't find a custom_field in organization using <value> This error means the Job Custom Field defined in the HRIS report column header could not be found in Greenhouse Recruiting. 1. Navigate to Configure Configure.png > Custom Options > Jobs
2. Look for the custom job field defined in the HRIS report.
3. If the Greenhouse Recruiting custom job field has been renamed so the HRIS report column header no longer matches, either the HRIS report column header or the Greenhouse Recruiting custom job field name must be updated so they match again (for example, if the HRIS report column header is “cost_center”, the Greenhouse Recruiting custom job field “Cost Center”)
4. If the Greenhouse Recruiting custom job field has been deleted (and your team still needs to use the custom field), click here to open a ticket with Greenhouse Support so they can assist with re-activating the field.
HRIS Link: Job import completed with errors Exactly one person must be designated responsible. This error means there is more than one ID entered for the recruiters field on the job import report. Job import does not support assigning multiple recruiters.

1. Audit the HRIS report to see if more than one user is defined in the recruiter field.
2. If more than one user is defined, update the HRIS report so only one primary recruiter is included moving forward.
3. Wait 15 minutes for job import to run again.
4. If the error persists, click here to open a ticket with Greenhouse Support.

If only one ID is defined for the recruiters field:
5. Wait 15 minutes for job import to run again.
6. If the error persists, click here to open a ticket with Greenhouse Support.

HRIS Link: Job import completed with errors

Missing required field: template_job_id

or

Template hiring plan does not exist.

This message typically means the required template_job_id field is missing or includes a Job ID that is not valid in Greenhouse Recruiting. This error prevents a job from being created in Greenhouse Recruiting.

or

This error goes hand in hand with the Missing required field: template_job_id error. This error occurs when the template job ID is not valid. This error prevents a job from being created in Greenhouse Recruiting.

1. Audit the Calculated Field logic for the HRIS Report and confirm it is up to date and valid.
2. Ensure all IDs defined in the template_job_id logic exist are valid job IDs in Greenhouse.

Note: You can export the All Jobs Summary report, which includes the Greenhouse Recruiting job ID for each job. If you prefer to audit an individual template job ID manually, append the job ID to the following URL: https://app.greenhouse.io/sdash/{job ID}

3. If all the template_job_ids that exist in the HRIS are also in Greenhouse Recruiting, audit the HRIS report for the specific job for which this error was triggered, and confirm the Calculated field for template_job_id defined a job ID.
4. If no job ID was defined, revisit the calculated field logic to determine why.
5. Wait 15 minutes for job import to run again.
If the error persists, click here to open a ticket with Greenhouse Support.
HRIS Link: Job import completed with errors Resource not found This error may be caused by an issue with the On-Behalf-Of User’s (named: HRIS Link) permissions, HRIS Link Harvest API key permissions, access to the HRIS Report URL, or the number_of_openings being set to be 0. 1. Audit the permissions of the HRIS Link user in your Greenhouse Recruiting account to ensure the user is an active Site Admin with all user-specific permissions enabled.
2. Audit the HRIS Link Harvest API key to ensure it has all required API permissions.
3. Audit the Change Log (Configure Configure.png > Change Log) to see if anyone has updated HRIS Link Harvest API key permissions or the HRIS Link user.
4. Confirm the job import report still is enabled for Web Services in your HRIS.
5. Confirm the ISU credentials defined for HRIS Link still have access to the job import report in your HRIS.
6. Confirm the number_of_openings defined in the HRIS report is not 0.
7. If all of the above is valid, click here to open a ticket with Greenhouse Support.
HRIS Link: Job import failed SSL_connect SYSCALL returned=5 errno=0 state=SSLv3/TLS write client hello This is an intermittent issue that may occur when HRIS Link for jobs errors out when trying to create/update a job via the Harvest API. This typically resolves itself the next time Job import runs. 1. Click here to open a ticket with Greenhouse Support. Provide the workflow ID and the error message that occurred.
HRIS Link: Job import completed with errors Something went wrong and this job is likely partially created in Greenhouse This error is as stated: The job was created in Greenhouse Recruiting, but it is likely certain aspects of the job were not updated/created appropriately.

This error should be followed by a second error message calling out the issue that caused the partial job creation. For example:

R123 Something went wrong and this job is likely partially created in Greenhouse; On-Behalf-Of user does not have permission to assign this role for this job.

Please follow the troubleshooting steps provided in the second error message received.

HRIS Link: Job import failed

undefined method `http_code' for #<Errno::ECONNRESET: Connection reset by peer - SSL_connect>«

or

Server error

This is likely an issue when job import errors out trying to create/update something via the Harvest API in your organization's Greenhouse Recruiting account. This typically resolves itself upon the next time job import runs.

or

This is an intermittent issue that may occur when HRIS Link for jobs errors out trying to create/update something via the Harvest API. This typically resolves itself upon the next time Job import runs

1. Click here to open a ticket with Greenhouse Support. Provide the workflow ID and the error message that occurred.
HRIS Link: Job import completed with errors Currency unit is required for currency custom fields This error occurs if a currency custom field is missing the currency unit in the HRIS Report. See Report specification: Import jobs from Workday for expected format. 1. Audit the Currency field data included in the HRIS report to ensure it meets Greenhouse's Report Spec requirements (Unit must come before the amount).
2. Confirm the currency is defined before the amount (that is, <wd:Salary>USD 100,000</wd:Salary> for a currency field, or <wd:Salary_Range>$80,000 - 100,000</wd:Salary_Range2> for a currency range field).
3. If the currency is not defined, or is defined improperly, update the currency field format in the HRIS report to meet the requirements outlined in the following Support Center article: Report specification: Import jobs from Workday
4. Wait 15 minutes to see if the error persists after the next job import run.
5. If the error persists, click here to open a ticket with Greenhouse Support.
HRIS Link: Job import completed with errors Must be one of: USD, EUR, GBP, ADF, ADP, AED, AFA, AFN, ALL, AMD, ANG, AOA, AON, AOR, ARA, ARL, ARP, ARS, ATS, AUD, AWG, AZM, AZN, BAM, BBD, BDT, BEF, BGL, BGN, BHD, BIF, BMD, BND, BOB, BOP, BOV, BRB, BRC, BRE, BRL, BRN, BRR, BRZ, BSD, BTN, BWP, BYR, BZD, CAD, CDF, CHE, CHF, CHW, CLE, CLF, CLP, CNY, COP, COU, CRC, CSD, CSK, CUC, CUP, CVE, CYP, CZK, DDM, DEM, DJF, DKK, DOP, DZD, ECS, ECV, EEK, EGP, ERN, ESA, ESB, ESP, ETB, FIM, FJD, FKP, FRF, GEL, GGP, GHS, GIP, GMD, GNE, GNF, GQE, GRD, GTQ, GWP, GYD, HKD, HNL, HRK, HTG, HUF, IDR, IEP, ILP, ILR, ILS, IMP, INR, IQD, IRR, ISJ, ISK, ITL, JEP, JMD, JOD, JPY, KES, KGS, KHR, KMF, KPW, KRW, KWD, KYD, KZT, LAJ, LAK, LBP, LKR, LRD, LSL, LTL, LUF, LVL, LYD, MAD, MAF, MCF, MDL, MGA, MGF, MKD, MKN, MLF, MMK, MNT, MOP, MRO, MTL, MUR, MVQ, MVR, MWK, MXN, MXP, MXV, MYR, MZM, MZN, NAD, NFD, NGN, NIO, NLG, NOK, NPR, NZD, OMR, PAB, PEH, PEI, PEN, PGK, PHP, PKR, PLN, PLZ, PRB, PTE, PTP, PYG, QAR, ROL, RON, RSD, RUB, RUR, RWF, SAR, SBD, SCR, SDD, SDG, SDP, SEK, SGD, SHP, SIT, SKK, SLL, SML, SOS, SRD, SRG, SSP, STD, SUR, SVC, SYP, SZL, THB, TJR, TJS, TMM, TMT, TND, TOP, TPE, TRY, TTD, TVD, TWD, TZS, UAH, UAK, UGS, UGX, USN, USS, UYI, UYN, UYU, UZS, VAL, VEB, VEF, VND, VUV, WST, XAF, XAG, XAU, XBA, XBB, XBC, XBD, XCD, XDR, XEU, XFO, XFU, XOF, XPD, XPF, XPT, XTS, XXX, YDD, YER, YUD, YUG, YUM, YUN, YUO, YUR, ZAL, ZAR, ZMK, ZMW, ZRN, ZRZ, ZWC, ZWD, ZWL, ZWN, ZWR

Similar to the other currency field error, this error occurs if the currency unit provided is not a valid ISO-4217 currency code. The full list of supported values is included in the error, as well as the report specification documentation: Report specification: Import jobs from Workday

1. Audit the Currency field data included in the HRIS report to ensure it includes a valid ISO-4217 currency code.
2. Confirm the currency is defined with the correct spelling (see full list of currency units listed in the error).
3. If the currency is not defined, or is defined improperly, update the currency field format in the HRIS report to meet the requirements outlined in the following Support Center article: Custom Options: Report Specification
4. Wait 15 minutes to see if the error persists after the next job import run.
5. If the error persists, click here to open a ticket with Greenhouse Support.
HRIS Link: Job import completed with errors On-Behalf-Of user does not have permission to assign this role for this job. The HRIS Link user does not have the appropriate permissions to update the job in question. The Greenhouse HRIS Link user should be an active Site Admin with all user-specific permissions granted. 1. In Greenhouse Recruiting, navigate to Configure Configure.png > Users > search for the HRIS Link user.
2. Audit the permissions of the HRIS Link user to ensure they are an active Site Admin user with all the user-specific permissions enabled.
3. Audit the Change Log (Configure Configure.png > Change Log) to see if another user has updated the HRIS Link user's permissions.
4. If the HRIS Link user is a Site Admin with all the user-specific permissions and no edit to the HRIS User has occurred, click here to open a ticket with Greenhouse Support.

HRIS Link: Job import completed with errors

Number of opening IDs does not match the defined number of openings.

The value in the “Number_Of_Openings” column in the HRIS report does not match the number of Opening IDs listed. For example:

Number_Of_Openings = 3
Opening_IDs = P100; P101

Review the requisition in your HRIS and determine why the number of openings specified does not match the count of opening IDs provided. This error will continue until the data is reconciled in your HRIS.
HRIS Link: Job import completed with errors
REQ_ID Partial Recruiter data provided
OR
REQ_ID Partial Hiring Manager data provided

The "Recruiters" or "Recruiter Role ID" is missing on the HRIS Link report (both are required to assign Recruiters to the Greenhouse job's Hiring Team).

OR

The "Hiring Managers" or "Hiring Manager Role ID" column is missing on the HRIS Link report (both are required to assign Hiring Managers to the Greenhouse job's Hiring Team).

1. Audit your organization's HRIS Link report.

2. Confirm that both the Recruiters and Recruiter_Role_ID report headers are included.

3. Confirm that both the Hiring_Managers and Hiring_Manager_Role_ID report headers are included.

4. If one of the report headers is missing, reference the Report Specifications and add the missing report header.

5. Wait 15 minutes to see if the error persists after the next job import run.

6. If the error persists, click here to open a ticket with Greenhouse Support.

 

Additional resources