If your employees have questions that you can't answer
Timekeepers,
As you know, we’ll be rolling out the new Time Management Tools City-wide on Thursday, June 6th. As much as we’d like to believe that the roll out of the new tools will be painless and error free, we do expect some bumps. You, the timekeeper, should be the first person that an employee contacts if they have an issue. We hope that you keep the links to the cheat sheets and videos handy so you can direct your employee to the appropriate information. A description of specific changes can be found here.
Only if you can’t solve the problem should BTS HelpDesk be contacted. (If a non-timekeeper contacts HelpDesk with a time sheet issue, the HelpDesk will tell the employee to contact you first.)
HelpDesk will be asking you for the following information:
Is your employee using Windows 7 or Windows XP?
Is your employee using Internet Explorer 8 or 9?
Which application was your employee using?
- Time sheet
- Time Request tool
- Manager Time Request Approval
- Manager Time Sheet Approval
- Manager Delegation tool
What isn’t working as described in the user guides and other supporting materials?
What error message did your employee get? Can you provide a screen shot of the message?
Thank you for your help and patience as we all begin to teach City employees how to use these new tools!