Symptoms/Issue: |
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| Customer Employee is not able to access or is having issues with the TMS or Timetrack website which is managed by the Degroote School of Business (DSB). |
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Description: |
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borderEnvironment: |
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true | Customer is trying to access Time track website. Not an issue with their MacID as the customer is able to access Mosaic and email without a problem. |
Cause Triage Steps to be taken: |
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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. |
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.At UTS we do not have the option available to reset the login for TimeTrack, UTS does not provide support for TimeTrack.
University Technology Services (UTS) has the capability to assist with a complete reset of your MacID login credentials, including your password. However, if you currently have access to other components of your account, such as Outlook, Teams, Mosaic, etc., we will not recommend proceeding with a full reset at this time. |
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Solution: |
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| If the customer is trying to connect from off-campus and they are not connected to the VPN, you can provide them with the link to this page where they can complete the install: you are off campus, please connect to the VPN to login to TimeTrack. If you don't have VPN installed and you are off-campus, you can install the VPN from this page: 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 to the VPN page on the UTS website and install / connection details have been moved to SharePoint site. You can still share the above links with customer, but customer will need to log in to download the VPN access the connection instructions. you are connected to the VPN but still can’t log into TimeTrack, or if you are logged into TimeTrack but are having issues, you will need to contact dsbhelp@mcmaster.ca for further assistance as DSB manages Timetrack. |
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Relevant useful linksRelated Links: |
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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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