Open or closed days and usual start and end times.
MapMyStaff Help Centre
Why is an employee available—or not?
An open slot is not always enough. The schedule, absences, work settings, and appointments already planned can all change what is actually available.
01Understand the capacity layers
Distinguish the framework, the exception, and the committed day
These three levels do not describe the same thing. Separating them avoids rewriting the weekly schedule when a temporary absence or an already full day explains the result.
A recorded period that temporarily reduces availability without rewriting the weekly schedule.
Appointments, breaks, travel, and limits visible in the relevant calendar.
Overview
The six layers to review
The final result depends on the journey context. This diagram represents neither a score nor a capacity percentage.
Profile and type
Check that the profile type matches the journey concerned.
Work settings
Review the available settings that structure work and the day.
Schedule and territory
Check the days, hours, and associated territory when this feature is used.
Temporary absence
Identify an absence recorded for the date or period concerned.
Planned day
Account for appointments, breaks, travel, and limits already visible.
Result in the journey
Compare the expected result with what is actually proposed in the tested context.
02Choose the situation
Start with the observed need
Each card links directly to the corresponding article for configuring an account or diagnosing availability.
Configuration
Add an employee
Configure the profile type, status, and settings needed before using the account in the relevant journey.
Read the article →Exceptions
Manage an absence
Record temporary unavailability without rewriting the configured weekly schedule.
Read the article →Diagnosis
Employee not proposed
Check the layers applicable to the context before concluding that there is an error.
Read the article →03Check the layers
Proceed in a controlled order
Before making a change, isolate the element influencing availability. Change only one layer at a time.
Check the configured framework
- The profile type and how it matches the journey concerned.
- The account status. An active account allows sign-in, but alone is not enough to make the employee available or eligible for assignment.
- Work settings, open or closed days, and usual hours.
- The territory associated with the day when this feature is relevant.
Check the temporary exception
- An absence recorded for the period concerned.
- The start date, end date, and period actually tested.
- Another temporary exception documented for this period, when one exists in the journey.
Check the committed day
- Appointments already planned in the employee's calendar.
- Visible breaks and travel.
- Conflicts or limits displayed in the tested context.
Change only one layer at a time. Record the result before making any other change to keep the diagnosis interpretable.
Support
Contact supportIs the result still difficult to explain?
Note the employee, page, date, what you expected and what you observed. Check one layer at a time before contacting support.