Further Support
Check out our guides to help you get the best out of our software.
By Terence1 author146 articles
Applicants
Everything to do with Applicants / Candidates
- Unable to delete an applicant record with historyReceiving the following errors: We are sorry, but something went wrong. The system has encountered an error, .... please raise a Support Case via an appropriate contact with the details…
- Viewing Stored Documents on ApplicantsWhen trying to view the Stored Documents tab on applicants it stays on the three moving dots loading and displays the error: Sorry, an unexpected error has occurred above the…
- How can I make AWR clocks take into account work that wasn't recorded in Access Recruitment CRM?To get the AWR clocks set to the correct number of weeks - using the data from another system, you can add this via a placement and use an Event…
- Location not showing for ApplicantThis article explains what to do if an applicant has a valid post code but the location is not showing.
- Applicant is excluded from Client although Exclusion was removedNot able to place Applicant at a Client even though the exclusion has been removed.
- Locate Employment Details on a Candidate RecordYou can view the Employment Details on a Candidate Record by following the steps below:
- Applicant being added to the review list for every jobThis article explains why the same applicant is being added to every job a user puts onto the system.
- Review List & Applicant Actions improvementsWe have introduced improvements to the existing Review List & Applicant Actions that will help the users view and manage their applicant shortlists as well as facilitate any follow up…
- Applicant Action Not Owned By CreatorThis article explains what to do when a consultant finds they are not able to complete processes that require action ownership (e.g. Send CV Wizard has CV's missing).
- What are the different Applicant Action statuses?This article explains what the different Applicant Action Status values are and how they are used.
- Start Check OKThis article provides information about what the Start Check OK field is and where it can be found.
- Finding how many applicants were added to the system in a certain time periodThis article explains how to find the number of applicants that were added to Access Recruitment CRM within a specific time period.
- How do I remove applicant actions in bulk?This article provides information about how you can remove (archive) applicant actions in bulk.
Bespoke
Bespoke or Custom work
- Customisation is Not Behaving As ExpectedWhat to do if your Bespoke code or Customisation for Access Recruitment CRM is not working as expected.
- Bespoke add-in/report is not working properlyWhat to do if you are having problems with a bespoke/custom report/plugin/application that is not working as expected.
- A custom report is not showing expected recordsThis article explains what to do if a custom report that you have built in Access Recruitment CRM is not showing the results you expect.
- I need something changed in my test systemI need some changes to my test Access Recruitment CRM system settings or some changes made to my test environment.
- Request To Change Data and Custom ScriptsNeed to make changes / corrections to the database or need to request a script, to change the database, that can be used on a regular basis.
- Can predefined report be changed to add custom columns?While it is not possible to add extra information into Predefined Reports to include custom columns (e,g. Placement Sector Defined Column), see below for the solution.
- Not able to see custom reportsCustom reports can be shared with other consultants by the person who created the report.
- Custom bespoke work requiredThis article provides information about what to do if you need some changes made to the system or are needing custom/bespoke work done on your system.
- Access FlexPoints - User GuideThe purpose of this article is to introduce you to Access FlexPoints - a facility that provides you with access to a range of services.
- Custom Tick Boxes in reportsWhen running reports custom fields that are tick boxes are showing as Y, N or blank.
Compliance
Setting up and managing compliance tasks
- Compliance Check Management moduleWhat are the features for Compliance Check Management
- Compliance Tasks setup but not sending emailsAttribute expiry compliance tasks not sending eMails
- How to run AWR compliance tasksThis article explains how to set up and run AWR Compliance tasks.
- How to run compliance tasks for expired stored documentsSetting up a notification for when a stored document is about to be expired
- Fix a Compliance Error When Documents Are PresentLearn how to resolve compliance errors when required documents are already uploaded.
- Unable to edit documents in Compliance or Stored DocumentsA user trying to edit the date etc on a document, either within compliance or stored documents, get thrown out of the screen and back onto the dashboard.
- How to set the compliance tasks to run automaticallyTo set the compliance tasks to run automatically please follow the steps below:
- Need to know who updated a compliance record for an applicantYou can find who updated a compliance check for an applicant by following the steps below:
- Attribute expiry not generating an email to consultantThis article explains why the system hasn't generated an automatic email out to the primary consultant on applicants attributes expiring.
- Can I change who receives the Compliance eMailsIs it possible for Compliance eMails to go to me instead of the primary consultant?
- Notify Operator field on Compliance Task DefinitionsThis article explains the purpose of the Notify Operator field on Compliance Task Definitions.
Contacts
Everything to do with Client Contacts
- 'Sorry Unexpected Error Has Occurred' when trying to open Contacts picklistThis article explains what to do if, when adding a new job or trying to view the organisational Chart you get errors like 'Sorry Unexpected Error Has Occurred' or 'Maximum…
- How To Find Contacts marked as Has LeftThis article explains how to quickly find contacts that have been marked as Has Left.
- How to track new contacts put onto the systemThis article explains how to track new contacts put onto Access Recruitment CRM i.e. to find a list of contacts recently added to the system.
- Existing Contact not available to select for a clientI have an existing contact that doesn't appear when adding an existing contact to a client.
- Send CVs to contacts not workingI've tried to submit some CVs to to a contact but I just get a red "X".
- Tag Contacts from Permanent placementsThis article explains why it is not possible to tag contacts from permanent placements.
Jobs
Creating and managing jobs in the system
- Job Automatch Function Not WorkingThis article explains what to do if the Job Automatch Function appears to not be working when used within the job roles.
- How to use the Job Creation WizardIf you want to know how to use the Job Wizard, read on:
- Applicant actions prevent deletion of ajobWhen I try to delete a job I get an error saying: Before you can delete this record... There are Applicants on the review list. There are Applicant Actions Linked…
- How to delete a jobTo delete jobs in Access Recruitment CRM see below:
- Permanent job requesting shift entries for placementConsultant is unable to create a placement due to the error: 'You must add at least one shift to this job before assigning an applicant' The job is a permanent…
- Temp Contract Job Tabs and View MenuThis document provides a brief explanation of each standard tab along with the item in the View menu so you are aware of the types of information you can update…
- Unarchive a jobThis article explains how to unarchive a job that has been previously archived.
Learning
Aids to a better understanding of the system
- Additional training for Access Recruitment CRMWhat to do if you need training for a new user or additional training for your existing users:
- Can we purchase additional LMS training?Can we swap the LMS training to a different user or purchase additional training?
- Request training for Access Recruitment CRMI am unsure of how to set up certain features within Access Recruitment CRM and I would like to request further training on how to do this.
Merge Suite
How to combine multiple records for the same entity
Notebook
Managing the Notebooks in the system
- Delete a notebook entryIt is possible to delete a notebook entry from the system
- Notebook display issuesIf your colleague is having issues with their notebook please see below.
- Notebook Types and TemplatesThis article explains how to create a new Notebook Template Type or a change the Notebook Templates used.
- The sent time in NOTEBOOK and MAIL QUEUE are differentThis article provides an explanation as to why the sent time in the Notebook and Mail queue is 1 hour different.
- Notebook attachments not updatingIf you remove the default attachment to an Email and then add a different attachment, the entry in the Notebook does not show the new attachment.
Placements
Setting up, managing and ending placements
- Unable to edit another Consultants placementsThis article explains why you are not able to amend placements created by other consultants.
- Placement Document Activity - No Items To MergeWhat to do if, when creating a default activity under the documents tab on Placements you get an error message saying 'No Items To Merge'.
- A Primary Consultant already exists for this placementThis article explains what to do if, when trying to add a consultant to a placement you get the error "A Primary Consultant already exists for this placement".
- Change the client on a placementHow do we change the client for a placement?
- Unable to change attribute on a placementThis article explains why you are not able to change an attribute on some placements.
- Updating applicant diary not workingThis article explains how to how to resolve the problem of not being able to create diary entries for workers/applicants (repeats) that just sit in a loop.
- When choosing Create Default Placement Activity, nothing happensThis article provides information about the issue where, when clicking Create Default Placement Activity, nothing happens and no error is generated.
- Bulk remove unauthorised absence recordsIf you have accidentally marked a large number of workers as unauthorised absence, see below for how to resolve this issue.
- Create a PlacementThis article explains how to create a new contract or permanent placement.
Rates management
Setting up rates in the system
- Set up Rate ManagementTo set up special rates, overtime or Rate management, please follow the steps below:
- Client Default Rates Not Pulled Through To New JobsThis article explains what to do if rates set in the Client record are not seen when Jobs are created from the same Client record.
- NI (National Insurance) rates for employersThis article explains about National Insurance (NI) rates for Employers.
Reports
Generating, running and managing reports
- Create and share custom reportsHow to create and share custom reports in the system
- Create new folders to save reports inThis article explains how to create new folders to save reports into so that you can organise your reports.
- Reporting or usage information/monitoring for users within the system?Is there any reporting or monitoring of logins and usage in the system.
- Report producing very few records with correct dataWhen I run a report I have created, it is not finding some of the data for the records I have selected.
- How do I export a report in Access Recruitment RCRM?This article provides information on how to export a report in Access Recruitment CRM by following these simple steps:
- '?' icon in report builderThis article explains what the '?' icon does that is shown next to the fields in report builder.
Support
A wealth of extra support information
- No Available Licences errorThis article explains what to do if some of your users can't logon as they get a message 'no available licenses'.
- Options menu option is not visible to some usersWhat to do if the Options button from the left column is missing.
- Users getting 'Service Unavailable. HTTP Error 503. The service is unavailable'What to do if you get an Error 503 and "Service Unavailable" message when you try to access the system
- Service Unavailable. The service is temporarily unavailable. Please try again laterThis article explains what to do if users have been kicked out of Access Recruitment CRM and a 'Service unavailable' error has appeared.
- Viewing recently added Applicants and ClientsIf you can only see your own Applicants, Clients, Jobs and Contacts - but would like to see newly added Applicants and Clients of other users, see below:
- Is RDB Mobile compatible with Access Recruitment CRM?Does RDB Mobile app work with Access Recruitment CRM?
- No applicant / client / job / placement / project records are showing for any userThis article explains what to do if no Applicant/client/job/placement/project records not showing for all users.
- Spell check of documentsWhen in documents spell check does not work, you have to manually select spell check each time you go in - Is it possible to turn on spell checking.
- Unable to create a support case despite being on the entitlementWhat to do if you are unable to create a support case for the product even though you are on the product entitlement.
- Primary eMail address shows Object Id instead of the addressWhat to do to resolve the Object ID showing instead of the primary email address for candidates.
- RDB PluginsDoes Access Recruitment CRM have a plug-in area where we can use the same plug-ins that we use in Access RDB?
- Require a report of users MFA statusThis article explains how to request a report on the status of your users MFA.
- OutageIt looks like there is an outage on Access Recruitment CRM as users aren't able to access the system.
- Getting A White Blank Screen When Trying To ConnectThis article explains what to do if you are not able to connect to Access Recruitment CRM with Google Chrome browser - Users getting a blank white screen.
- Provide impersonation of an Access Recruitment CRM accountInstructions on how to provide access to my Access Evo (formerly Access Workspace) account to someone else.
- Provide an Access Support Engineer with remote accessThis article explains what to do if you are asked by an Access Support Engineer to provide them with remote access to your PC or server, please follow the steps…
- Need to adjust the licences I haveDue to staff changes, I need to amend my Access Recruitment CRM licences.
- Users being logged out when trying to view a pop up windowThis article explains why users will be logged out of Access Recruitment CRM when trying to view a pop up window in the system.
- Leaving Access - need copy of all my dataThis article explains what to do if you will be transferring to a different CRM system and need a copy of all your information / data.
- List values with system codes can not be deletedThis article explains why list values that have a system code can not be deleted.
- List of Values display orderI have created a list of values set as Yes/No/Not Applicable. Can they display in that order in the dropdown instead of "Yes" "Not Applicable" "No" (Alphabetically?)?
- Need to know who updated a recordThis article explains how to find out who was the last person to update a record.
- Remove a sector from a personTo remove someone from a sector, follow the steps below.
- What happens if a bug is found in Access Recruitment CRM?When an issue you have raised is identified as a bug, this is what happens next.
- Unable to edit another consultants Applicant ActionsThis article explains why consultants can only edit their own applicant actions.
- Unable to edit another consultants projectsThis article explains why you are unable to edit another consultants projects.
- Is there a way to see which records have been deletedCan we see recently deleted records or who deleted a record?
- Assign or unassign attributes from sectorsDo you need to make your attributes accessible to users within different sectors in Access Recruitment CRM? Read on to find out how to do this.
- How to prevent access to restricted recordsThis article explains how to hide a confidential or security restricted record or a record that cannot be deleted.
- Interview Confirmation option is greyed outThis article explains what would grey out the interview confirmation option, even if interview has been logged.
- How To Create or Edit custom column fieldsThis article explains how to add or change custom fields on Applicant (Candidate), Client, Contact, Job, and Placement record and what to do if the new fields do not appear…
- Overlapping text, can't use some buttons under summary card in systemIf you have overlapping text on the tabs, are not able to see and use any of the buttons on jobs or records, or records with long titles are pushing…
- Gain Access to Records You Cannot SeeLearn what to do if you cannot view certain records that other users or consultants can see.
- Apps available in Access EvoThe purpose of this article is to list the range of Access Evo apps that you can add to your dashboards for Access Recruitment CRM
- Which file types can I attach as Stored Documents?You can upload the following file types to stored documents:
- Unable to invite new user due to email domain whitelisting in Access EvoThis article explains what to do if you get an error when trying to invite new users. You must enter an email address allowed by the Email Domain Whitelist.
- Convert saved CVs to .pdf when sending outWhen sending out a CV from Access Recruitment CRM it is going as a .rtf file. Can I convert this to a .pdf file as my clients are not happy…
- How do I delete the source fieldI want to delete some of the entries for Source but I can not.
- How to send multiple CVs to ONE contactI want to know which is the correct procedure to send multiple CVs to ONE contact?
- Total commission percentage must be less or equal to 100When trying to add a secondary consultant and trying to add a 50% split, I get the error message: Before you can save this record ... Total commission percentage must…
- Is there the facility to manage Purchase Orders?This article explains how to manage purchase orders within Access Recruitment CRM.
- Use the Access Finance HubYou can use the Access Finance Hub to review your invoices, raise finance cases, and change the details on your account.
- Document Editor errorWhen trying to edit a document the error appears: Sorry! An error occurred whilst you were using the previous page
- Running a Dev Tools TraceIf the support engineer asks you to do a Dev Tools Trace, please follows the steps below:
- Adding a new CV to an existing record without re-parsingYou can add a new CV to an existing applicant / candidate by following the steps below:
- List of future interviewsYou can see a list of all your past, pending and future interviews:
- ProjectsThe purpose of this article is to explain what Projects are in Access Recruitment CRM and how they can be used.
- Access Evo "Unable to load app" error messageThis article explains what to do if you encounter the following error message in Access Evo: Unable to load app <App Name> This issue may be due to: network related…
- Edit Position AttributeI am unable to edit the position attribute for Job and Placement.
- Different payment types in the systemThis article explains what the different payment types are in the system and how they are used.
- Filtering in Contract Job ManagerIf you need to see the Scheduling and Contract Job Manager data for a particular sector, see below.
- Phone number used on record summary cardThis article explains which phone number will appear in the Summary Card.
- Images in Document Viewer are cut off but show properly in Document EditorWe copy and paste the content of a CV into a Word document with our company header and then save it to the system. We go to view it via…
- MFA (multi-factor authentication) or 2FA (Two-factor authentication)This article explains how to find out more about MFA or 2FA and how it is used in Access Recruitment CRM.
- Undoing a deletionIt is not possible to undelete data when it has been deleted from the system.
- Exclusion Type dropdownThis article explains how you can add, change or delete a Client Exclusion Type.
- Editing or amending lookup listsThis article explains how you can add, edit, change or delete items from a lookup list.
- What is Flag TextThis article explains what Flag Text is, where it can be found and how to use it.
- Time willing to commuteThis article explains where to find Time Willing To Commute and how to use it.
- Send an Interview ConfirmationUse this article to learn how to send interview confirmation emails to applicants and client contacts.
- Send a contact one email with multiple interview confirmationsThis article explains how to consolidate interview confirmations so you send 1 eMail to the contact with several interview confirmations.
- Favourite AttributesThe purpose of this article is to explain what Favourite Attributes are and how you can use them.
Templates
Setting up, using and managing templates
- Create templates in Access Recruitment CRMThis article explains how to create a template for your consultants to use and how to create new merge fields in templates in a few easy steps.
- Copied text from external software into a template gives bad formattingThis article explains what to do if, after copying and pasting content from external software, into a template, when sending via email the formatting is off. Layout is wrong, random…
- Attach a file to a TemplateThis article explains how to attach a file or document to a template.
- Error message when applying a template that has the email signature merge field includedWhen I try to apply a template with the signature merge field in I get an error saying: Message 'An error has occurred'
- Adding a Job templateThis article explains how to add a new Job template to the system and where to do it.
- Change a HTML Invoice Template and corresponding contentYou can edit your HTML invoice template or HTML eMail template
Performance
Issues with performance
- Performance issues with the systemWhat to do if you experience performance issues.
- Troubleshoot performance issues, such as slowness or unresponsivenessPerformance issues in Access Recruitment CRM can arise due to various reasons, such as browser-related problems. This guide provides a step-by-step approach to identify and resolve these issues effectively.
- Step-by-step guide to diagnosing CRM slownessA structured self-triage guide to help you identify the cause of CRM slowness before contacting support - covering single-user, multi-user, and task-specific scenarios.