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Symptoms/Issue:

Customer not able to access the TMS or Timetrack website which is managed by the Degroote School of Business (DSB).

Description: 

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.

Environment:

https://tms.degroote.mcmaster.ca/login.aspx

 Cause: 

  1.  Customer might not be connected to VPN if they are off campus. Ask Customer: " Are you connected to VPN? "

    Or
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  2.  Customer needs appropriate assistance from the relevant department.

Triage Steps to be taken: 

Pre-requisite: Ask customer to provide the link to the webpage where they are trying to log in. 
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                         Hello Customer:  Please provide us with the link to the webpage where you are trying to log in.  

Solution: 

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:  https://uts.mcmaster.ca/services/computers-printers-and-software/virtual-private-networking/


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:  
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“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.

Related Links: 


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