If you have followed the correct process of entering a People Planner (APP) holiday shift before approving the absence in PeopleXD, but the hours deducted from the employee's balance do not match the expected amount, the most common cause is that the People Planner insert was made after the WFM period had already closed.
⚠️Important: People Planner inserts only take effect while the relevant WFM period is still open. If the period closes before the insert is made, the system will not update the balance — even if the service bus confirms the overwrite amount is correct and no failures are reported.
Identify this issue
You may be experiencing this if all of the following are true:
The correct People Planner process was followed (holiday shift entered in APP before absence approved in PeopleXD).
There are no failures in the service bus.
The service bus confirms the overwrite amount is correct.
The total hours on the absence have calculated correctly.
The hours deducted from the employee's balance are still incorrect.
To confirm, check the WFM period close date against the timestamp of the People Planner insert:
Identify the WFM period the absence dates fall within (for example, period 202629 covers 13–17 July).
Check when that period was closed in WFM Admin.
Compare the period close time against the timestamp of the People Planner insert shown in your APP screenshot.
If the insert timestamp is after the period close time, the insert will not have updated the balance.
Resolve the discrepancy manually
Because the period is already closed, the People Planner insert cannot be reprocessed. You need to manually override the work pattern for the affected days in PeopleXD, then resave the absence so the balance recalculates correctly.
Navigate to the employee's record in PeopleXD.
Manually override the work pattern for each affected day to reflect the correct hours.
Resave the absence. The balance should then deduct the correct amount.
📌Note: If you are unsure how to override the work pattern, raise a case with the Access Digital Assistant for further guidance.
Prevent this in future
To avoid this issue going forward, ensure People Planner inserts are made before the WFM period closes. WFM periods typically close at 6 AM on the period close date — any inserts made after that time will not be processed for the closed period.
⚠️Important: The weekly timesheet view may initially appear to show the correct overwritten hours after a late insert, but this can reset. The balance will not update until the work pattern is manually corrected as described above.