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How to Report and Escalate Cascom Failures (e.g., Shift Transfers)

This article describes the steps to take when you encounter technical issues with Cascom that prevent actions such as transferring shifts, and how our support team will handle the issue.

Summary This article explains the immediate actions you should take if Cascom is failing (for example, shift transfers not working), how to request urgent assistance, and what to expect after the issue is escalated.

Immediate steps to take

  1. Confirm the problem and scope

    • Attempt the same action (e.g., transfer a shift) to confirm the error persists.
    • Check whether multiple staff or accounts are affected to determine if the issue is isolated or widespread.

  2. Report the issue to support

    • Contact Entire OnHire support and report the specific failure (for example: unable to transfer shifts, error messages, or delays).
    • Provide concise, actionable details: what you were trying to do, the exact error or behaviour, time and date, and whether others are impacted.

  3. Request urgent attention if the problem impacts operations

    • If the issue is causing missed shifts or significant operational impact, explicitly request the issue be flagged as urgent when you contact support.

What support will do

  • Tickets requiring technical investigation will be escalated to the development team for further review and resolution.
  • Support will treat escalated issues in line with our service levels. For reference, consult our customer SLAs: https://knowledge.entireonhire.com/en/customerslas
  • Support will keep you informed of progress and updates as the development team investigates and works toward a fix.

Information to include when contacting support

  • A clear description of the issue (e.g., “unable to transfer shifts”).
  • Time and date when the issue occurred.
  • Whether multiple users/accounts are experiencing the same issue.
  • Any screenshots or images of error messages (if available).
  • Confirmation that the issue is business-critical and should be prioritised (if applicable).

Troubleshooting tips while waiting for a resolution

  • Verify whether other team members can perform the same action to help determine scope.
  • Document any missed shifts or operational impact so support and development teams can prioritise accordingly.
  • Check email and support channels for updates from the support team.

Expected communication and next steps

  • Support will escalate confirmed technical issues to developers and provide updates as available.
  • If the issue is urgent and affecting multiple users, indicate this to ensure priority handling.
  • Continue to monitor communications from support for progress and any requested follow-up information.

Conclusion

When Cascom actions fail (such as transferring shifts), promptly report the problem to support with clear details and scope. Request urgent handling when the issue causes missed shifts or significant disruption. Support will escalate technical issues to the development team and provide updates in line with our SLAs.