Almost everything that looks like a fault in Heyllave is one of three things, and they can be told apart in under a minute. Always start with the same triage: it saves you asking for a permission you already have.
Triage in three questions
The section or the action is missing?Two traps worth knowing:
- Enabling a module grants no permissions, and widening a role enables no modules. They are independent controls. A permission from a disabled module enables nothing.
- A disabled feature answers “no permission”. Time tracking or SLA, while off, refuse exactly as if you lacked the permission. Check the setting before asking for the role.
Symptom by symptom
| What you see | Where to look first | The typical mistake |
|---|---|---|
| I cannot find a record | The workspace, then which fields you marked as indexed on its type | Searching by a field that is not indexed; with none, only the title is searchable |
| No bookable time appears | Resource availability, service limits and workspace limits | Raising the service maximum without seeing the workspace ceiling |
| The booking is refused on confirmation, but the time was offered | Per-customer availability rules | Slot search does not know the customer; that rule only acts on confirmation |
| A notice never arrived | That the rule is active, that the event occurred, the channel and the template — in that order | Blaming the channel when the rule was paused |
| The WhatsApp message will not send | Channel state and approved template | Treating the channel as connected because Meta signup was started |
| An event never reached another tool | The delivery result and its code on the integration | Assuming a reachable URL proves the whole flow |
| Inventory does not add up | What is held, and the location | Reading the aggregate total when the units are at another site |
| The item is not on the site | That it is active, listed, priced and in a visible collection | Treating an item as published because its photo was uploaded |
| The invoice balance did not drop | That the payment was recorded against that invoice | Confusing recording a payment with having received the money |
| The return or refund is refused | The starting status and the reversal history | Retrying without checking whether it already landed |
| An automatic process failed suddenly | Whether a temporary role expired | Elevated access lapsed and the operation lost its authorization |
Where the evidence lives
Before asking for help, there is almost always a trace already. These are the places to look for it:
- Confirm the date window and the actor before concluding it was not recorded.
- An order’s reversals: refunds, returns, voids and amendments.
- Inventory movements, with their reason.
- The delivery result of a notice or a webhook.
Two checking tools are worth knowing alongside those:
- View as an active member, from Team → Members. You see the product exactly as that person does, read-only and time-limited. Far more reliable than reading a permission matrix and imagining it.
- The booking-rule check, which evaluates one specific request and tells you which condition decided, and why. It diagnoses the rule; it does not reserve capacity.
Narrow the case before escalating it
A problem described as “bookings are broken” takes days. The same problem, narrowed, is solved in one reply. To narrow it:
- One person or everyone? Check with View as. If it is one person, it is their role.
- One record or all of them? If it is one, look at that record: its type, its status and its relationships.
- Since when? Cross the date with the activity log. A configuration change is usually sitting right there.
- One surface or all of them? The mobile app does not include work orders or bookings, so “it is not on the phone” may be expected.
- Can you reproduce it? A case that repeats with concrete steps is worth ten descriptions.
What to include when asking for help
The help center prepares the message with the fields that actually matter: the workspace, where it happened, the record or error reference, what happened, what you expected, and the steps to reproduce it.
Include the reference of the record or the error: that is what makes the exact case findable. And leave out passwords, access codes, private keys and customer data that is not needed to understand the problem.
If something doesn’t work
If you cannot open the activity log, that is its own permission and it does not come with the others; ask whoever administers the workspace. If View as is unavailable, that is also a separate permission. And if the triage above checks out on all three questions and the action is still refused, the next place to look is the status: many operations only exist from one specific starting status.