Interim – Client Not Appearing in Search

access level payroll advisor (full access), manager (full access) module payroll when attempting to create an interim payroll, the customer does not appear in the selection list step by step troubleshooting instructions step 1 search for the customer in janus, use the main search bar at the top of the screen type the customer's name and select their lead card click the payroll tab step 2 check for payroll profile status if you do not see the payroll customer profile and instead see a button labeled "create customer from questionnaire" or "try to restore customer" , this indicates the payroll profile was not created during enrollment step 3 try to restore customer select the "try to restore customer" button this will auto generate the payroll customer profile using the most recent version if one previously existed if you receive an error , continue to step 4 step 4 create payroll profile select the "create customer from questionnaire" button this will auto generate the payroll customer profile using the latest enrollment questionnaire step 5 if the profile creation fails if you receive an error message in red upon clicking the button check whether an enrollment questionnaire is available for the client if available, open a ticket with the it help desk in the it ticket please make sure to explain in detail everything you have tried and discovered take a screenshot of the error if possible as well if not available an enrollment questionnaire is required to proceed ⚠️ warning step 6 no enrollment questionnaire exists inform your manager a ticket must be created with all the client's questionnaire responses so the it team can generate one on their behalf conclusion this issue typically comes from a missing payroll customer profile, which is usually resolved by creating the profile via the existing questionnaire in the absence of the questionnaire or a system error, escalate appropriately to it or management next steps after resolving this issue payroll dashboard overview return to payroll processing processing tab continue with payroll requirements how to submit a support ticket if escalation is needed 📚 quick reference need help with terminology? check our januscrm glossary & acronym index for definitions of all terms used in this documentation questions about permissions? review the user roles & permissions matrix to understand access levels