> ## Documentation Index
> Fetch the complete documentation index at: https://support.visualcare.com.au/llms.txt
> Use this file to discover all available pages before exploring further.

# Rostering troubleshooting

> Common rostering issues and how to resolve them in Visualcare

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

## Conflict detection

### 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](mailto:support@visualcare.com.au)

***

## Shift allocation

### 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

***

### 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](/scheduling/roster-invitations) for full instructions.

***

### 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.

### 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**

## Roster item behaviour

### 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

***

### 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

<Note>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.</Note>

***

### 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**

***

## Display issues

### 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](mailto: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.

***

## Running into issues?

If your issue isn't listed here, contact the Visualcare helpdesk at [support@visualcare.com.au](mailto:support@visualcare.com.au).

## Related articles

<CardGroup cols={2}>
  <Card title="Roster invitations" icon="envelope" href="/scheduling/roster-invitations">
    Send shift invitations to workers for unassigned shifts
  </Card>

  <Card title="Creating agreements for rostering" icon="file-contract" href="/client-management/creating-agreements-for-rostering">
    Configure agreements, activity types, and ratio settings
  </Card>

  <Card title="Service management" icon="list-check" href="/operations/service-management">
    Set up and manage services, including rate link configuration
  </Card>

  <Card title="Creating a worker profile" icon="user-hard-hat" href="/worker-management/creating-a-worker-profile">
    Manage worker details, including roster conflict exemptions
  </Card>
</CardGroup>