How do I get fee lines showing for an employer?
Ticketclosed
Duddingston Payroll · How do I get fee lines showing for an employer?
Fee lines were hidden from client managers by an old client tag filter, on an urgent ticket raised on 2 Sep 2025 with a pay date close. Olivia Grant changed the filter on 3 Sep 2025 and Lorna Cairns confirmed it showed.
What happened
What this says
As at Fri 9 Oct 2026Fee lines were hidden from client managers by an old client tag filter, on an urgent ticket raised on 2 Sep 2025 with a pay date close. Olivia Grant changed the filter on 3 Sep 2025 and Lorna Cairns confirmed it showed.
Problem: Lorna Cairns, Head of Client Services, reported that fee lines for one employer did not show to client managers, although an admin could see them, and the pay date was close.
Handling: Olivia Grant reviewed the fee view settings for that employer, found the old client tag filter, changed it on 3 Sep 2025, and asked Lorna to check. Lorna confirmed the fee lines were showing and told the team.
Watch: The record does not show whether other employers use the same old tag filter, so the same fault could affect them.
Details
Updated 9 Oct 26Trail
created · Lorna Cairns 2 Sep 2025 10:53Hello, I need some help urgently. For one of our employers the fee lines aren't showing up for the client managers, even though I can see them as an admin. Their pay date is close and I need the managers to have the fees before they speak to the employer. Could you tell me what to check, please? Thanks, Lorna- Public reply · Olivia Grant 2 Sep 2025 11:36Hi Lorna, thanks for getting in touch so quickly. I've picked this up. Can you tell me which employer it is and whether the fee lines are missing completely or just out of date? Either way I'll start with the view settings for that employer. Thanks, Olivia
- Public reply · Olivia Grant 3 Sep 2025 13:59Hi Lorna, I've been through the fee view for that employer. The fee lines were filtered by an old client tag, so the client managers weren't seeing them. I've changed the filter. Please could you check it now and tell me what you see?
- Public reply · Lorna Cairns 3 Sep 2025 14:17Thanks Olivia, that's showing now for the managers. I've let the team know it's sorted. Thanks, Lorna
- Status change · 7 Sep 2025 23:59