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Jordan Dunn
New Participant
Oct 2, 2025 1:57 PM UTC

Hello, we currently have two employees who are receiving "An unexpected error has occured." message at the top of the screen whenever they open the ELM tab from a work order in Cityworks Office.

This problem is only happening with two employees. I've reviewed and checked that they are configured correctly. Two salmon-colored boxes appear at the top of the screen and none of the Crews will load for them in the crew drop down. However, they are still able to search and add for labor, equipment and materials. Does anyone know how to resolve this issue and to not have these messages appear?

 

Thank You

 

    8 replies

    Russell Campbell
    Known Participant
    Oct 2, 2025 4:09 PM UTC

    @jordan dunn? have you ever found a solution on this? I have a user for whom the same thing is happening. I've triple checked his settings as a user are the same as all other members of his team and none of them are having the issue. Licenses, permissions, menu roles, groups are all the same. This has apparently been happening for a while but was only brought to my attention toward the end of last week. The group has been working around it by having someone else enter his time for him which is not the way we want to be doing things at all.

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    Jordan DunnAuthor
    New Participant
    Oct 2, 2025 4:09 PM UTC

    @jordan dunn? have you ever found a solution on this? I have a user for whom the same thing is happening. I've triple checked his settings as a user are the same as all other members of his team and none of them are having the issue. Licenses, permissions, menu roles, groups are all the same. This has apparently been happening for a while but was only brought to my attention toward the end of last week. The group has been working around it by having someone else enter his time for him which is not the way we want to be doing things at all.

    Hi Russell, yes, this issue was resolved. The solution was found in Storeroom. This user was not in any group within Storeroom to access the ELM tab. Once the user was placed into the appropriate group within Storeroom the error message went away, and he was able to add equipment/labor/material. I went to Storeroom-Configure-Groups and added the user to the appropriate Domain group. Hopefully this works for you! If you have any additional questions, please reach out and I'll help anyway I can.

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    Jordan DunnAuthor
    New Participant
    Oct 2, 2025 4:09 PM UTC

    Hi Russell, yes, this issue was resolved. The solution was found in Storeroom. This user was not in any group within Storeroom to access the ELM tab. Once the user was placed into the appropriate group within Storeroom the error message went away, and he was able to add equipment/labor/material. I went to Storeroom-Configure-Groups and added the user to the appropriate Domain group. Hopefully this works for you! If you have any additional questions, please reach out and I'll help anyway I can.

    We were also on 15.8.8 at that time as well, possibly 15.8.6.

    Dang nice that will be big jump to 23!

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    Russell Campbell
    Known Participant
    Oct 2, 2025 4:09 PM UTC

    Hi Russell, yes, this issue was resolved. The solution was found in Storeroom. This user was not in any group within Storeroom to access the ELM tab. Once the user was placed into the appropriate group within Storeroom the error message went away, and he was able to add equipment/labor/material. I went to Storeroom-Configure-Groups and added the user to the appropriate Domain group. Hopefully this works for you! If you have any additional questions, please reach out and I'll help anyway I can.

    Found it and sure enough he was missing from the appropriate group. This is the first user we've added new in that team since going live 2 years ago. Thank you so much for the tip. I'll check in with him later when he comes in from the field to see ensure it now works.

     

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    Russell Campbell
    Known Participant
    Oct 2, 2025 4:09 PM UTC

    Hi Russell, yes, this issue was resolved. The solution was found in Storeroom. This user was not in any group within Storeroom to access the ELM tab. Once the user was placed into the appropriate group within Storeroom the error message went away, and he was able to add equipment/labor/material. I went to Storeroom-Configure-Groups and added the user to the appropriate Domain group. Hopefully this works for you! If you have any additional questions, please reach out and I'll help anyway I can.

    Yes, we're trying to plan ahead for sometime in the next couple fiscal years making the jump to the cloud as we are doing with a lot of our big systems.

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    Jordan DunnAuthor
    New Participant
    Oct 2, 2025 4:09 PM UTC

    Hi Russell, yes, this issue was resolved. The solution was found in Storeroom. This user was not in any group within Storeroom to access the ELM tab. Once the user was placed into the appropriate group within Storeroom the error message went away, and he was able to add equipment/labor/material. I went to Storeroom-Configure-Groups and added the user to the appropriate Domain group. Hopefully this works for you! If you have any additional questions, please reach out and I'll help anyway I can.

    Great! Hopefully that was the fix and everything will run smoothly. May I ask if you guys have made any jump to Respond yet or if you will continue to use Office?

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    Russell Campbell
    Known Participant
    Oct 2, 2025 4:09 PM UTC

    Hi Russell, yes, this issue was resolved. The solution was found in Storeroom. This user was not in any group within Storeroom to access the ELM tab. Once the user was placed into the appropriate group within Storeroom the error message went away, and he was able to add equipment/labor/material. I went to Storeroom-Configure-Groups and added the user to the appropriate Domain group. Hopefully this works for you! If you have any additional questions, please reach out and I'll help anyway I can.

    We have not made much use of it. The current plan is to set 23.x up on it's own url with Office Companion running on the original url so that the staff experience does not need to change right away. Got that idea from talking to another local org that has made the jump, they seem to like it, it avoids the immediate need for a lot of training for the staff, and allows the high end users to begin exploring Respond more thoroughly to see what the impact might be on existing processes. Then eventually we can do staff training and let them gradually transition. My assumption at the moment is that when we jump to the web it will look a lot like Respond. I haven't really looked that far yet.

     

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    Jordan DunnAuthor
    New Participant
    Oct 2, 2025 4:09 PM UTC

    Hi Russell, yes, this issue was resolved. The solution was found in Storeroom. This user was not in any group within Storeroom to access the ELM tab. Once the user was placed into the appropriate group within Storeroom the error message went away, and he was able to add equipment/labor/material. I went to Storeroom-Configure-Groups and added the user to the appropriate Domain group. Hopefully this works for you! If you have any additional questions, please reach out and I'll help anyway I can.

    Excellent that sounds like a good plan. It will be interesting to see version 23. Currently we don't have plans to move up quite that far as of yet.

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