Troubleshoot: Import offices and departments

Permissions: --

Product tier: Available for Expert tier subscription with HRIS Link add-on.

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 an office or department, the error will prevent the office or department from being created or updated in Greenhouse Recruiting.

All emails in this topic have the subject line "Department import completed with errors or HRIS Link: Office import completed with errors."

Error message

Creation failed: Validation failed: Name has already been taken

This error message occurs when HRIS Link attempts to create a new office or department in Greenhouse Recruiting, but the office or department name included in the HRIS Report matches an existing office or department in Greenhouse Recruiting.

Use the following steps to try and solve the issue:

  1. Audit your HRIS to confirm the office or department does not exist twice in the HRIS.
  2. If the office or department name exists twice in the HRIS, update or remove the duplicate so the name and external ID are unique.
  3. If the office or department name doesn't exist twice in the HRIS, audit the Organization page in Greenhouse (Configure Configure.png > Organization) to ensure the external ID on the Greenhouse Recruiting office matches the external_id value included in the HRIS Report.
  4. Wait 15 minutes for office import or department import to run again.

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

Resource not found

This error can when there are issues with the "on-behalf-of" user permissions, HRIS Link Harvest API key permissions, or access to the HRIS Report URL.

Use the following steps to try and solve the issue:

  1. Verify the Greenhouse Recruiting on-behalf-of user is active and has the appropriate permissions.
  2. Verify the HRIS Link Harvest API key has proper permissions.
  3. Verify the HRIS Report URL is valid and accessible via the ISU.

If the issue continues, click here to open a ticket with the Greenhouse Support team.

We found an invalid hierarchy related to the following departments: {external_id}

This HRIS Link error is a blocking error, all departments will not be processed until the invalid hierarchy is fixed. Typically, this error occurs because of the following circumstances:

  • A department or office is set as both its parent and child
  • A department or office is a subsidiary to another department and the reverse relationship is defined in the HRIS Link. 

Payload examples

The following payload examples will generate an error in HRIS Link.

Example 1:

{ "Report_Entry": [{ "name": "Self Cycled Department", "external_id": "Test010", "external_parent_id": "Test010" },] }

Example 2:

{ "Report_Entry": [{ "name": "Cycled Department 1", "external_id": "Test008", "external_parent_id": "Test009" }, { "name": "Cycled Department 2", "external_id": "Test009", "external_parent_id": "Test008" },] }

Use the following steps to try and solve the issue:

1. Audit the HRIS Link report in your HRIS.
2. Correct the cyclical dependency on the report.
3. Check the next integration run to see if the error is still occuring
If the issue persists, click here to open a ticket with the Greenhouse Support team.

Child with invalid Parent (Test009) The parent department was not found.

Full error message:

Error Information (1)
Child with invalid Parent (Test009) The parent department was not found.

{:name=> "Child with invalid Parent", :external_id=> "{external_id}", :external_parent_id=> "extternal_parent_id" }

This error is referencing an external_parent_id that does not exist.

This error is non-blocking, meaning that while the error message occurs, the department or offices with an invalid external_parent_id will not be added as a result of the incorrect command, but any valid departments or offices (on the HRIS Link report) will be added.

Any departments or offices that depend on an invalid department will not be processed by the integration until the invalid external_parent_id is updated to the correct value.

Use the following steps to try and solve the issue:

  1. Audit the error message to view the external_parent_id that is being applied.
  2. In Greenhouse audit the office or department that you want to be applied as the external_parent_id
  3. Confirm that the ID matches what was provided on the report that caused the error.
  4. If it doesn't match, update the HRIS Link report to have an external_parent_id that matches an ID in Greenhouse.

If the issue continues or the IDs match, click here to open a ticket with the Greenhouse Support team.

Additional resources