Why am I seeing a count in Unverified after I ran verification? (FAQ)

Solution:

Unverified count may not reduce to zero due to the delay buffer set up in System Settings > Scheduling called "Visit Verification Default End Time Delay". This default end time for visit verification allows users to set a buffer of time for caregivers to complete their visits before they get verified. Please see the Scheduling Updates section of the April 2022 Release Notes for additional information.

So, if the current visit verification end-time delay setting is configured to be "2 hours", you will see the time in the Visit End Date field as two hours prior to the current time. If you open Visit Verification at 10:23 AM, the Visit End Date field will show the time as 8:23 AM. When visit verification is run, the count may not be reduced to zero, as there could still be visits in "not approved status".

Notes:

• You can troubleshoot the issues explored in this article in your staging environment.
• If the issue is not resolved after going through the steps in this article, please search through other related Zendesk articles or have your super user submit a Zendesk ticket.
• For a full list of FAQs related to Visit Verification, check out this section in Zendesk.