Creating Effective Help Tickets

learn how to create support tickets the right way so it can help you faster following these steps prevent delays and improves communication learn how to create support tickets the right way so it can help you faster following these steps prevent delays and improves communication ocmi service center access ocmi service center access \[report software issue] \[report software issue] to open the jira ticketing service center, please click https //ocmi atlassian net/servicedesk/customer/portal/10/group/65/create/264 general disclosure when creating a ticket, ensure to provide thorough details to the help team this will enable them to offer you the most effective assistance write clear ticket summaries like ' incorrect pay type displayed in peoplematic ' to help the it team know which platform to fix give a full explanation of the problem, like ' after checking the payroll software, the user still sees the wrong pay type for some employees' show what troubleshooting steps were already taken this helps confirm the right steps were followed and what needs to be done next ticket format f ticket format f or common issues incorrect pay type displayed in peoplematic summary incorrect pay type displayed in peoplematic janus lead card copy and paste the janus url on this field for the client experiencing the issue description upon reviewing the payroll software, the user identified an ongoing issue where certain employees are still assigned an incorrect pay type to troubleshoot this issue, we verified the following the pay type aligns in {{pro software}} no employees have an invalid pay type no employees have an empty pay type no employees under incomplete onboarding stage all employee statuses are only 'active' follow these steps exactly to get help faster if you skip important details, we might close your ticket without fixing it or put it at the bottom of our list incorrect pay rate displayed in peoplematic summary incorrect pay rate displayed in peoplematic janus lead card copy and paste the janus url on this field for the client experiencing the issue description upon reviewing the payroll software, the user identified an ongoing issue where certain employees are still assigned an incorrect pay rate to troubleshoot this issue, we verified the following the pay type aligns in {{pro software}} no employees have an invalid pay type no employees have an empty pay type no employees under incomplete onboarding stage all employee statuses are only 'active' follow these steps exactly to get help faster if you skip important details, we might close your ticket without fixing it or put it at the bottom of our list no active employees screen/page summary no active employees janus lead card copy and paste the janus url on this field for the client experiencing the issue description the user is experiencing difficulty viewing the list of active employees in peoplematic to troubleshoot this issue, we verified the following the client status is set to bound in {{januscrm}} the client id (cid) aligns in {{januscrm}} and {{pro software}} the client status in the {{pro software}} is active the client has a start date in {{pro software}} the pay frequency aligns in peoplematic and {{pro software}} the 48 hour deadline for the implementation department to input the employees has already elapsed confirmed the accuracy of the employee's settings follow these steps exactly to get help faster if you skip important details, we might close your ticket without fixing it or put it at the bottom of our list pay cycle frequency update peoplematic permits only one frequency at a time and does not perform validation based on the divisional payroll and processing schedule settings within {{pro software}} for new or existing clients whose payroll department changes frequency, please notify the engineering department promptly through a jira for new or existing clients whose payroll department changes frequency, please notify the engineering department promptly through a jira ticket neither the client, nor the payroll advisor, nor the implementation specialist can make these modifications on behalf of the client neither the client, nor the payroll advisor, nor the implementation specialist can make these modifications on behalf of the client summary update frequency in peoplematic database janus lead card copy and paste the janus url on this field for the client experiencing the issue description please modify the frequency in the peoplematic database from weekly to biweekly (or vice versa) for the listed clients this adjustment ensures accurate display in timesheet submissions and their profile section within the mobile app / client portal florida kitchens and closets llc https //phoenix ocmi io/leads/236219 guadamuz painting usa, inc https //phoenix ocmi io/leads/236063 bm smart buildings llc https //phoenix ocmi io/leads/235850 (whiteglove client) for clients requiring semimonthly frequency, the display option can be enabled however, it is important to note that there will be no validation available when utilizing the timesheet module provided phone number is not associated with any account summary provided phone number is not associated with any account janus lead card copy and paste the janus url on this field for the client experiencing the issue description upon reviewing {{januscrm}} , the user is the only main and authorized contact who is not able to receive a verification code to their cellphone to troubleshoot this issue, we verified the following the user is the original and only one main contact in {{januscrm}} no active company found summary no active company found janus lead card copy and paste the janus url on this field for the client experiencing the issue description upon reviewing {{januscrm}} , the user has a valid status to troubleshoot this issue, we verified the following the user is bound in {{januscrm}} the peoplematic credentials button is in green green or the peoplematic credentials button is in red red , so new credentials were generated (case varies) incorrect email or phone displayed summary incorrect user profile email or phone displayed janus lead card copy and paste the janus url on this field for the client experiencing the issue description upon reviewing {{januscrm}} , the user has a verified email and phone number to troubleshoot this issue, we verified the following the user is bound in {{januscrm}} the lead card has a verified address in the address section within janus the lead card has the correct phone number for the primary contact asked the user to make the changes within the company profile section asked the user to refresh the peoplematic platform missing active employees summary missing active employees janus lead card copy and paste the janus url on this field for the client experiencing the issue description upon reviewing our departmental procedures, new hires were added to {{pro software}} on time but they are not showing up in peoplematic to troubleshoot this issue, we verified the following the user is bound in {{januscrm}} verified that the new hires were added in {{pro software}} with an active status and approved pay type verified that no employees in the onboarding stage in {{pro software}} exist the lead card has a verified address in the address section within janus asked the user to refresh the peoplematic platform contact us to report hours screen/page summary contact us to report hours screen/page janus lead card copy and paste the janus url on this field for the client experiencing the issue description upon reviewing {{pro software}} and the {{januscrm}} payroll dashboard, the user has reported a persistent issue in which their pay period is not being displayed in the timesheet module, preventing proper processing to troubleshoot this issue, i verified the following the client is active the client has a payroll customer in {{januscrm}} the client has an active schedule in {{pro software}} the client is visible in the payroll dashboard, featuring a start date, end date, and check date within the processing tab for the current week the displayed record is a regular record and not an interim connection error blank screen summary connection error/blank screen janus lead card copy and paste the janus url on this field for the client experiencing the issue description the client is encountering difficulties such as a connection error or a blank screen when attempting to launch the application to troubleshoot this issue, i verified the following the user turned on and off airplane mode the user restarted their device the user has a strong signal or connected to wi fi error message request failed code 422 summary request failed code 422 janus lead card copy and paste the janus url on this field for the client experiencing the issue description the client is seeing a code 422 error message when navigating the platform error message insured address field is required summary there was an error insured address field is required janus lead card copy and paste the janus url on this field for the client experiencing the issue description the client is seeing an error message when creating a certificate of insurance to troubleshoot this issue, i verified the following address section is not empty in januscrm there are no missing required fields in the address section in januscrm re enter the address on the lead card ensure the address confirmed label is displayed in the lead card asked the user to refresh the page/screen after changes were made error message insured zip must be 5 digits summary there was an error insured zip must be 5 digits janus lead card copy and paste the janus url on this field for the client experiencing the issue description the client is seeing an error message when creating a certificate of insurance to troubleshoot this issue, i verified the following address section is not empty in januscrm there are no missing required fields in the address section in januscrm re enter the zip code on the lead card ensure the address confirmed label is displayed in the lead card asked the user to refresh the page/screen after changes were made error provided credentials are incorrect summary error message the provided credentials are incorrect janus lead card copy and paste the janus url on this field for the client experiencing the issue description the client is seeing an error message when entering their email and password when login into peoplematic to troubleshoot this issue, i verified the following the email address used is the one assigned to the main contact confirmed that the user has not changed this email or confirmed that the user changed the email in the settings and is using the new one confirmed that the password is correct or has been reset error message provided email is not associated with any account summary error message the provided email is not associated with any account janus lead card copy and paste the janus url on this field for the client experiencing the issue description the client is seeing an error message when entering their email to attempt to recover their password error message provided phone number is not associated with any account summary error message the provided phone number is not associated with any account janus lead card copy and paste the janus url on this field for the client experiencing the issue description the client is seeing an error message when entering their phone to attempt to login with their phone number error message there is already an user with that email address summary error message there is already an user with that email address janus lead card copy and paste the janus url on this field for the client experiencing the issue description i am seeing an error message when triggering the peoplematic credentials button in {{januscrm}} for this client error message request failed with status summary error message there is already an user with that email address janus lead card copy and paste the janus url on this field for the client experiencing the issue description i am seeing an error message when triggering the peoplematic credentials button in {{januscrm}} for this client