SOP Hub FAQ
Answers to common setup and operating questions about SOP Hub.
For what the app is and how to set it up from scratch, see the
SOP Hub Overview.
Setup
What do I need to configure before employees can start completing SOPs?
Enable SOP Hub from the Apps Marketplace, then create and publish at least one SOP. A newly created SOP starts in Draft status and is invisible to employees until you publish it. When you publish an SOP that has Requires Completion turned on, the system automatically assigns it to its target audience and notifies them. No additional configuration is required for the basic workflow, but review the Settings tab to adjust defaults like the re-completion period, reminder frequency, and whether supervisor verification is required by default.
Who can create and manage SOPs?
Three roles can author SOPs, manage templates, view reports, and change settings: HR Admin, Admin or above, and anyone designated as an SOP Hub App Admin for your business. All other employees see only the Dashboard and their personal My SOPs worklist.
Permissions and access
An employee says they can’t see an SOP I assigned — what’s wrong?
Check three things in order. First, the SOP must be Published — draft, archived, and retired SOPs are not visible to employees. Second, look at the audience setting: if Applies to All Employees is off, the SOP is scoped to specific departments, locations, or groups, and the employee must belong to at least one of them. Third, confirm SOP Hub itself is enabled for your business and the employee has access to the app in the Apps Marketplace.
Day-to-day
What happens when I edit a published SOP?
Two things happen automatically. First, the system saves a version snapshot — each edit to a published SOP increments the version number, and the full version history is available on the SOP’s History tab. Second, if the SOP requires completion and you changed its steps, every employee who already completed it is flagged for re-completion, their step-by-step progress is reset, and they receive a notification. Employees who were partway through also have their progress reset so they work through the revised steps from the beginning. Only employees newly flagged by this edit are notified — earlier edits do not re-send.
How do I assign an SOP to a specific group of employees?
On the SOP’s create or edit form, turn off Applies to All Employees and then choose one or more departments, locations, or groups under the target audience section. When the SOP is published with Requires Completion enabled, only employees in those audiences receive a completion assignment and notification.
Can I delete an SOP I no longer need?
You can only delete a Draft SOP. Published SOPs must be archived first — try to archive, then delete. Retired SOPs cannot be deleted at all because they preserve audit history; reactivate a retired SOP to draft first if you need to remove it. To take a published SOP out of circulation without deleting it, use Archive (reversible) or Retire (permanent withdrawal that preserves completion records).
How does supervisor verification work?
When Require Supervisor Verification is on — either at the SOP level or on individual steps — an employee’s completion stays in Pending Verification status until a supervisor signs off. The system notifies the employee’s direct manager, or falls back to the SOP’s author if no manager is assigned. An HR Admin, Admin, or SOP Hub App Admin can verify completions from the Completions list.
What is the difference between an SOP and a procedure manual?
An SOP is a single procedure with step-by-step instructions, completion tracking, and its own version history. A procedure manual bundles multiple SOPs together with chapter headers and custom sections into one browsable guide. Manuals have their own table of contents, can be published at a public URL or a custom slug, and can be exported to a branded PDF using a Document Theme.
When something looks wrong
“I completed this SOP — why does it show up again as pending?”
Two things can trigger re-completion. First, if the SOP has a re-completion period set (the default is 365 days), a daily check reopens it automatically once that period elapses since your last completion. Second, if someone edits the steps of a published SOP, every prior completion is flagged for re-completion so everyone works through the updated procedure. In both cases you receive a notification and your earlier step progress is cleared.
“I scanned the QR code but it says SOP not found”
The QR scan only works for published SOPs. If the SOP was unpublished, archived, or retired after the label was printed, the code leads nowhere. Ask your admin whether the SOP is still published. Also confirm that Enable QR Code Access is turned on in SOP Hub settings — if it is disabled, all QR scans are blocked with a message.
“I’m blocked from starting an SOP — it says I need training first”
Your admin linked a training course as a prerequisite for this SOP. You must complete that course before you can record any steps or submit the SOP. Open the SOP to see which courses are outstanding. If Training Connect is not enabled for your business, prerequisite links are ignored and will not block you.
“My progress got reset — I was halfway through”
When the steps of a published SOP are edited, in-progress work is reset so you complete the revised procedure from the beginning. You will see a notice that your progress was reset. This is intentional — on safety or compliance SOPs, carrying over step ticks from a previous version would mean the system recorded you as having done steps you never saw.
Licensing and limits
What settings can I configure in SOP Hub?
Open the Settings tab (visible to HR Admin, Admin, or SOP Hub App Admin). The available settings and their defaults are:
- Enable SOP Hub AI Agent — on by default.
- Default Re-completion Period (days) — 365 days. Sets the default validity window for new SOPs; you can override it per SOP.
- Require Supervisor Verification by Default — off. When on, new SOPs inherit this setting.
- Enable Multi-Language Support — off. Turn it on to access AI translations.
- Enable Public Procedure Manual URLs — on. Controls whether manuals can be shared publicly.
- Notify Employees on SOP Updates — on. Sends notifications when a published SOP is edited.
- Completion Reminder Frequency (days) — 7 days. How often the system re-sends reminders for pending completions.
- Enable QR Code Access — on. Turn it off to block all QR-based SOP access.
- Enable Offline Mode — off. When on, SOPs can be cached for offline use.
How many reminders does the system send for overdue completions?
The system sends up to 5 automated reminders per completion, spaced by the Completion Reminder Frequency you set (default: every 7 days). After 5 reminders the system stops. Reminders also stop 90 days after the completion was assigned, whichever comes first. You can send reminders manually from the Compliance Report at any time.
What languages can I translate SOPs into?
When Enable Multi-Language Support is turned on, you can translate an SOP into any of 15 languages: Spanish, French, German, Chinese (Simplified), Chinese (Traditional), Portuguese, Vietnamese, Korean, Japanese, Tagalog, Arabic, Hindi, Russian, Italian, and Polish. You can translate into several languages at once. Translations carry a structural completeness score, and a human can review and verify them. If you later edit the source SOP, its translations are flagged as stale.
Does SOP Hub require a license?
Yes. SOP Hub requires a license and is disabled by default. An administrator enables it from the Apps Marketplace. Contact your MangoApps administrator to have it turned on.
More help
- SOP Hub Overview
- Ask AI — the assistant answers SOP Hub questions from these articles.