Grey folders appear in Team Workviews due to work or items being unfinished when the worker role is ended, due to either a worker changing teams or leaving the organisation completely.
📌 Note: This isn't a fault, and the system is working as intended by still showing these workers, as it is important that the outstanding items are completed or acknowledged.
We recommend that prior to ending a worker role, you check to avoid Grey Folders becoming a problem. Workers should complete or reassign all items assigned to them prior to ending their role, wherever possible. Consult the following table where this is not possible:
Item | Advice where the assigned worker is not able to complete these tasks |
Unacknowledged alerts | All alerts, including, but not limited to, case note alerts, CP-IS alerts and risk to children alerts should be acknowledged. For further details please see Acknowledging Alerts |
Allocations | The worker relationship with the person record should be reviewed and ended if appropriate. |
Assigned work | Incoming, Incomplete, and Future worksteps can be reassigned from the workview (Update assignment menu). |
Incomplete visits | These cannot be completed but can be passed to other worker by amending the scheduled visit. |
Assigned requests | Assigned requests can be reassigned from the workview (Update assignment menu) |
Incomplete authorisation tasks | These cannot be assigned to another worker from Workview but go to the Authorisation summary screen and Authorise or Reject on behalf of the former team member. Team Managers can do this via the Team summary. |
Incomplete package authorisation tasks | These cannot be completed or reassigned in the front end. |
Incomplete variation tasks | These cannot be completed or reassigned in the front end. |
Incomplete certification tasks | These cannot be completed or reassigned in the front end. |
Incomplete payment/billing cycles | These cannot be completed or reassigned if there is an outstanding certification task. |
We recognise that some of these tasks cannot be carried out by a secondary worker and can only be completed by the worker record being active and logged in to directly. We are looking at better ways to manage this in the future.
At present, we recommend that where possible this is managed by improved processes when offboarding workers (where possible) or by contacting us for further advice where the grey folders persist despite the visible outstanding tasks being resolved.
Please raise a new case online and reference the title of this article and we can identify the reason(s) for the grey folder appearing. Please provide in your description:
The Worker ID of the worker with the grey folder.
The Organisation ID of the Team where the grey folder appears.
Details of any actions you have taken from the above to re-assign/complete tasks.
We do plan to look at improving the management of this in Mosaic in future releases, to allow managers and/or administrators to get a better overview of what is outstanding on a record and how that can be resolved. This, however, will be designed as more of a safety net and not to replace the checks and good practice above when a worker is moving from a role.