Help Desk - Troubleshooting Missing Time and Absence App
- Have the customer login to MyUW (either my.wisc.edu for UW-Madison or my.wisconsin.edu for non UW-Madison). Once logged in, search MyUW for the Time and Absence app. If they can see the app by searching, open the app, and optionally have the customer click add to home.
If the customer can see the Time and Absence app, but is missing the Timesheet button, refer them to UWSS Service Operations for HRS support: Referrals - Human Resources System (HRS) and related apps
- If the customer cannot find the Time and Absence app by searching MyUW, search the user by name in the NetID Utility.
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Customer has exactly one record
If the customer only has one NetID Utility record, check for a job record by looking at the Title Name and Department fields in the NetID Utility.
- If the record has no Title Name or Department listed (as shown below), the customer does not have an active Job title. Refer the customer to UWSS Service Operations to have them add a job title: Referrals - Human Resources System (HRS) and related apps
Note: a missing Title/Department may also cause the Payroll Information app to be inaccessible to the customer.
- If the record has a Title Name and Department listed, refer the customer to their HR to ensure they have the correct time entry method.
- If the record has no Title Name or Department listed (as shown below), the customer does not have an active Job title. Refer the customer to UWSS Service Operations to have them add a job title: Referrals - Human Resources System (HRS) and related apps
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Customer has two records
If the customer has two records in the NetID Utility(as shown below), open each record in a new tab by doing a Ctrl + Click on User Detail for each record.
- If the customer's two records have two active NetIDs (ie both records have a NetID username, a NetID Activation Date, and have a password set), collect handling per NetID Utility - Troubleshooting Multiple LDAP Records
- If the customer only has one active NetID collect the following info in the WiscIT description and bring the case to HDQA:
HDQA Steps:
Use the document 'Using the Linkcheck Tool' to determine why the two records have not merged.
Typically records do not merge because of conflict of data (ie names misspelled, different SSNs or DOBs, etc).
An example of why the records did not merge, and where the data came from:
In this instance, the customer should contact the Registrar AND their HR to confirm their SSN is correct in both SIS and HRS. They may have to get a self linking key from their HR as well.
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Special Case Source Systems
Multiple records involving some Source Systems have to be handled differently.
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UW Division of Continuing Studies (UWMSNCSIS)
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For errors involving UWMSNCSIS records that DO NOT HAVE AN ASSOCIATED NETID, an email needs to be sent to their team to make the needed updates so that the user can successfully complete a Self-Link.
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Send an email from the Cherwell Incident to csis-support@lists.wisc.edu.
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Example email format:
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You should also send an email to the end user notifying them that you have contacted CSIS:
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UW Medical Foundation
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UW Medical Foundation does not have access to the Self-Link tool. If we see cases where a UW Medical Foundation record is involved in a Self-Link case, they are most likely attempting to activate a new NetID and state that they already have a NetID (yellow banner during activation.)
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User will need to update their mismatched information in both systems.
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Summer Research Opportunity Program (UWMSNSROP)
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Summer research users activate a NetID. Later on, some of these same users will come back to UW as a student and activate a new NetID.
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SROP identities are deactivated after the summer program is over. After deactivation, authorities can no longer update information in the records.
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In this case, the user will need to activate a new NetID.
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