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This page covers common problems when creating, editing, or managing rosters in Visualcare. If your issue isn’t listed here, contact the Visualcare helpdesk.

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Conflict detection

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Issue: Roster conflicts not showing

Symptoms: Overlapping shifts for the same worker aren’t highlighted in the roster view. Cause: Either the conflict isn’t genuine (the shifts don’t actually overlap), or the worker has been marked as exempt from conflict detection. Fix:
  1. Confirm the conflict is real by creating a test scenario - roster the same worker on two shifts with overlapping times and check whether the colour coding appears
  2. If the colour coding appears on the test but not on your actual shifts, open the worker’s profile and go to the Details tab
  3. Under General Details, check whether Roster Conflict Exempt is enabled
  4. If it is, disable it and save
  5. If conflicts still aren’t showing after these steps, contact support@visualcare.com.au

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Shift allocation

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Issue: Unallocated shifts not appearing in the unallocated report

Symptoms: Shifts you know are unallocated don’t show up when you run the unallocated report. Cause: The client’s roster has been marked as Completed. Completed rosters are inactive, so their shifts are excluded from the unallocated report. Fix:
  1. Go to the client’s Roster
  2. Find the Completed? toggle
  3. Switch it to No and save
  4. Re-run the unallocated report

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Issue: Workers not seeing unassigned shifts in the app

Symptoms: Workers report they can’t see shifts that need to be filled in Vworker. Cause: Unassigned shifts are not automatically visible to workers in the app. Workers only see shifts they’ve been assigned to or invited for. Fix: Send roster invitations for the unassigned shifts from the Visualcare web app. Workers receive the invitation and accept the shift from there. See Roster invitations for full instructions.

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Issue: Roster items not appearing on the worker roster or in Vworker

Symptoms: Roster items are visible on the client’s roster but do not appear on the worker’s roster or in the Vworker app. Cause: The client roster has not been published. Unpublished roster items stay on the client roster only. Fix:
  1. Open the Client’s Roster
  2. Set Publish to On
  3. Save the roster
Once published, the roster items sync to the worker’s roster and the Vworker app.

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Issue: Create New Location Roster button not visible

Symptoms: A user cannot see the Create New Location Roster button. Cause: The user’s User Group is missing one or more of three permissions. Fix:
  1. Go to Settings → User Group Security and select the relevant User Group
  2. Under Operations, set Location Roster to Show
  3. Under Maintenance, set Locations to Show
  4. Under Clients, set Client Roster to Show
  5. Click Save

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Roster item behaviour

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Issue: Rostered service changing unexpectedly or not saving

Symptoms: When you roster a shift and select a service, the service changes to something else after saving. Or updates to the roster item don’t apply as expected. Cause: The service has a Weekday Service Leave Rate Link configured that points back to itself. When a weekday service is linked to itself, the system overrides whichever service you’ve selected on the roster item. Fix:
  1. Go to Maintenance → Services
  2. Find the affected service
  3. Click the Rate Link button
  4. Change the Weekday option to blank
  5. Click Save
  6. Re-open the roster item and confirm the correct service is now saving

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Issue: Ratio not applying to location roster items or timesheets

Symptoms: The correct support ratio isn’t being applied when you roster a shift on a location roster or approve a timesheet. Cause: The client agreement isn’t configured to set the ratio at the point of rostering. Ratio settings only apply to location rosters, not client rosters. Fix:
  1. Open the relevant Client Agreement
  2. Find the NDIS Activity Type field and set it to Set Ratio when rostering
  3. Save the agreement
  4. Re-roster any affected shifts on the location roster - shifts rostered after this change have the correct ratio applied automatically
  5. For older shifts, open each roster item and save it again to trigger the ratio calculation
Ratio settings only apply to location rosters. Only shifts rostered after updating the activity type setting have the ratio applied automatically. Older shifts need to be individually re-opened and saved.

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Issue: Travel time not calculating when using Calc KM

Symptoms: Clicking Calc KM on a roster item or timesheet doesn’t calculate travel time, or returns an error. Cause: The client’s address is missing, incomplete, or contains a typo. The Calc KM function uses Google Maps to calculate distances, so the address needs to be a valid, resolvable location. Fix:
  1. Go to the Client Profile and open the Details tab
  2. Find the Address field
  3. Use the Search Address field to look up the address via Google Maps
  4. Select the correct address from the results
  5. Save the client profile
  6. Return to the roster item or timesheet and retry Calc KM

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Display issues

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Issue: “Restricted Client” appearing on a location roster

Symptoms: A location roster shows “Restricted Client” instead of a client’s name. You’re unable to edit or remove the linked roster items. Cause: The client profile was deleted while roster items or timesheets were still linked to that client in a location roster. The system retains the references but can’t display the deleted client’s details. Fix: This issue needs to be resolved by the Visualcare support team. Contact support@visualcare.com.au with the details of the affected location roster. The support team will clear the linked roster items and timesheets so the roster displays correctly.

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Running into issues?

If your issue isn’t listed here, contact the Visualcare helpdesk at support@visualcare.com.au.

Roster invitations

Send shift invitations to workers for unassigned shifts

Creating agreements for rostering

Configure agreements, activity types, and ratio settings

Service management

Set up and manage services, including rate link configuration

Creating a worker profile

Manage worker details, including roster conflict exemptions