Symptoms/Issue: |
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| Customer Are you not able to access the TMS or Timetrack website which is managed by the Degroote School of Business (DSB).? |
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Description: |
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| Customer is trying to access Time track website. Not Not an issue with their MacID as the customer is able to access Mosaic and email without a problem. |
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Environment: |
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Cause: |
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Customer might not be connected to VPN if they are off campus. Ask Customer: " Are you connected to VPN? "
Or
Customer needs appropriate assistance from the relevant department. |
Triage Steps |
- Make sure you are not having an issue with your MacID and are able to access Mosaic and email without a problem.
- Make sure, you are connected to VPN if you are off campus.
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Pre-requisite: Ask customer to provide the link to the webpage where they are trying to log in.
Hello Customer: Please provide us with the link to the webpage where you are trying to log in. Solution: |
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| If the customer is trying to connect from off-campus and they are not you’re not on campus and haven’t connected to the VPN, you can provide them with the link to this page where they can complete the install: install the VPN using this link and then try accessing the TimeTrack website. If the customer is trying to log in at https://tms.degroote.mcmaster.ca/login.aspx they will need to contact the Degroote School of Business Helpdesk by sending an email to dsbhelp@mcmaster.ca Script that you can use to reply to the customer:
“Thank you for the information. As TimeTrack is managed by the Degroote School of Business, please reach out to them for further assistance. You can reach them through email at dsbhelp@mcmaster.ca” Please note: A button has been added Please be aware that we’ve added a button to the VPN page on the UTS website and install moved the installation/connection details have been moved to our SharePoint site. You can still share the above links with customer, but customer will You’ll need to log in to download the VPN and access the connection instructions.
If you’re connected to the VPN but still can’t log in to TimeTrack, please email dsbhelp@mcmaster.ca for further assistance. Since the Degroote School of Business manages TimeTrack, they’ll be able to help you out. |
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Relevant useful linksRelated Links: |
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| | Content by Label |
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| max | 10 |
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| showSpace | false |
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cql | label in ("tms","time-track","vpn","dsb") |
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