Workplace Experience integration: troubleshooting

Invalid location in floor mapping:

• The floor is no longer available. If a floor is linked to the External App in Workplace Management, it can be used to map the areas of that floor to the corrsponding floorplan. If the floor is no longer linked to the External App, the floorplan overview shows an invalid location.

Floors are created in Workplace Management, but I am not able to select this floor in Studio to map it to a floorplan.

• The floor or the building is not added to the External App in Workplace Management.

• The location mapping in Studio is not correct or not done at all.

Error on Studio start page (1.0)

• Connection between Workplace Management and Studio is “broken”, due to the incorrect URL, Access layer ID, or Access Layer Secret.

• The Workplace Management client URL does not exist yet, but is used in the configuration. (e.g. https://<clientname>.axxerion.com/….)

• System administrator linked to the TrustRelation of the External App in Workplace Management is inactive.

• More than one External App in is created in Workplace Management with the same Access ID.

• The External App in Workplace Management used for Workplace Experience is not active. The Commision field on the External App is set to Deactivated.

(SSO) login issues

• User is not linked to the External App in Workplace Management.

• The users email address is linked to multiple users in Studio. The user can now not log in via SSO. The user needs to log in (no sso) with the username and password (e.g. spacewell.testuser)

Error: ‘Seems like this e-mail address is in use in multiple tenants. Please login with you tenant ID.’

• If a user tries to login with an email address (via SSO) and the users email address is linked to users over multiple tenants, the error is shown. In this case, the user can login via the username and password.

Workplace (for example a desk) is not reservable/ does not show up as reservable

• Is “reservable = yes” on the room/ workplace?

• Number of persons 1 or higher?

• Wrong hierarchy, check the mandatory hierarchy section in the Workplace Experience integration: Reservations module activation and information article.

User can log into Workplace App,  but does not see the resources or floor plans

• Workplace Management ID not set in Studio. If this is not set, no access rights can be determined and access is none for all resources.

• User not added to the External App

• User does not have a user Profile/ groups in Workplace Management

• User is blocked or archived in Workplace Management

• There are multiple External Apps in the WPM environment and the user added to both apps (they should not be)

Geographical area, Site, Building, Floor, Area not visible in one or more touchpoints

• No floor plan is configured

• Building/Floor/ Room is hidden in Workplace Experience (eye symbol)

• Building/ floor not yet synched from Workplace Management to Workplace Experience (can take up to 6 hours)

• Workplace Management categories not mapped against Workplace Experience categories via ‘Location mapping’ in Workplace Experience Studio.

• Added to the external App more than once.

• Wrong hierarchy, check the mandatory hierarchy section in the Workplace Experience integration: Reservations module activation and information article.

  

Error when submitting a reservation: “Unable to save booking”

• User not added to the external app

• WPM user not active (reminder: you can look up this user in he “Workplace Management ID” field in Workplace Experience Studio)

Error when submitting a reservation: “Trying to book a restricted reservable resource“

• Case: user has this issue when creating reservation in the Workplace app and via touch points.

  • User has no acces (through profile or separate group) to the resource. Please check access in WPM and Studio.

• Case: user has this issue ONLY when creating reservations via a meeting room display/ kiosk, but not in the Workplace app

  • WMP setting “Reserve on behalf of someone else =no” (change to yes) for the WMP user that is linked to the device from which the reservation is created. This issue occurs when a user has to identify before creating a reservation via a kiosk/ meeting room display.
    

    

Kiosk App not automatically updated

• Installing from Google Play/ Windows Store/ iOS App store automatically updates to the new version.

• When downloading and installing version from http://appstore.spacewell.com it will not automatically updated. A stand-alone version can be recognized by the fact that it says "CUBUNDU Kiosk" at the top left instead of "Kiosk".