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Who to contact when:

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-       InTouch Users
o    Swipe accepted at the InTouch device but swipe did not make it to your time card:
§  After you swipe it can take up to 5 minutes for it to appear on your time card. If after 5 minutes it does not appear on your timecard please contact your manager. Managers please report issues to your fiscal officers.
o    Punch Rejected at the InTouch device
§  Please contact your manager. Managers please report issues to your fiscal officers.
o    Please enter a ticket or call the help desk for InTouch device issues other than an employee not seeing their punch on timecard.
 
-       PC Users (employees and managers)
o    JAVA/Flash Issues
§  Contact District IT or CO Helpdesk
o    Missing the Kronos Icon
§  Contact District IT or CO Helpdesk
o    Errors within Kronos
§  District employees contact your manager. Managers please report issues to your fiscal officers.
§  CO employees please contact your manager. Managers please report issues to the CO Helpdesk.
 
Managers Missing Employees or Additional Employees:
If managers are not seeing the correct employees, verify whether or not the employees should be reporting to you on a permanent or temporary basis and follow the action below:
1.)    If employees should be reporting to you based upon your TO and you do not see those employees on your Manager screen, contact your HR department to verify the employee’s Reports To information is correct in OAKS
2.)    If employees are reporting to you on a temporary basis due to a vacant position, a Temporary Work Level (TWL) or Temporary Work Assignment (TWA), or due to a seasonal shift, contact your District Fiscal Officer if you’re in a district; contact Central Office Payroll if you’re in Central Office.
 
DISTRICT Managers – If your employees report issues (other than flash or Java issues on their PC) and you cannot resolve them, please send them to your payroll office (fiscal officer). Flash and Java issues should be reported to your District IT Department.
 
Fiscal Officers/ Central Office Managers – If your employees/managers in your district report issues such as application errors or the application is down to you please report it to the help desk. They will issue a magic ticket so we can track issues. For schedule and efforts reports to issues, please e-mail your central office payroll rep. For questions around leave balances, usage, not seeing employees, errors, etc. please e-mail Kronos@dot.state.oh.us. Please ensure only one person from your office is reporting issues to help streamline communications.
 
 
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Helpdesk:
-       InTouch Issues:
o    Swipe not being accepted or not making it to the Timecard please obtain the employees badge number (should be DXX or CO and then 5 digits) as well as the InTouch device location (Franklin County Garage).
o    If employees cannot swipe but can use the keypad and enter their badge number and the punch is accepted please specify that in the ticket.
 
-       PC Users – Web Applications
o    If you can answer their questions please do soplease do not answer payroll related questions
o    If they are getting an error, please ask them what the error is and a screen shot would be helpful
o   If managers are not seeing the correct employees, verify whether or not the employees should be reporting to you on a permanent or temporary basis and follow the action below:
§  If employees should be reporting to you based upon your TO and you do not see those employees on your Manager screen, contact your HR department to verify the employee’s Reports To information is correct in OAKS

 

§  If employees are reporting to you on a temporary basis due to a vacant position, a Temporary Work Level (TWL) or Temporary Work Assignment (TWA), or due to a seasonal shift, contact your District Fiscal Officer if you’re in a district; contact Central Office Payroll if you’re in Central Office.
 
 
o    For all other issues please document as much as you can and submit a magic ticket to Wendy Flowers or Crystal Beacom. Kronos is not yet a category in Magic so just use the category STW. Once Magic is updated we will let you know.

 

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Created at 6/28/2012 12:00 PM by Wendy Flowers
Last modified at 6/28/2012 12:00 PM by Wendy Flowers