Problem

There is a problem with at Kronos Timeclock (aka; UKG Ready InTouch 9100 Timeclock).   It is important that a Jira helpdesk ticket be created (link http://itsupport.cwf.org), and collect as much information as possible that fully describes the issue(s) with the timeclock.

The following article are questions to be answered and included in the JIRA helpdesk ticket in an attempt to accurately triage and/or troubleshoot a Kronos (UKG Ready) InTouch 9100 timeclock that is not function appropriately.

Solution

Please provide the answers to the following questions to be included in the JIRA helpdesk ticket.  This will assist in resolving the issue faster.


Questions regarding the physical location of the timeclock.

  1. Where is the exact physical location of the problem timeclock?
  2. Is there a label on the timeclock and if so, what is the name of the timeclock label?

Questions regarding the display.  

  1. Is the screen displayed?
  2. Does there appear to be power?  (is the clock plugged in?)
  3. Are the messages on the display that are abnormal?

Questions regarding observable damage.

  1. Is the screen cracked?
  2. Is the screen frozen?
  3. Is the screen jumping around?
  4. Is there any other apparent physical damage to the clock? 

 Questions regarding information to provide in the Jira helpdesk ticket.

  1. Did you/the user attempt to swipe their badge? What was the result? 
  2. Did you/the user attempt to punch in?  What was the result?
  3. Is anyone else having this same problem with the same clock?
  4. Has/have the user(s) tried to perform the same functions at a different clock? 
  5. Are there messages that are displayed either prior to or after a punch/swipe is attempted?
  6. Collect the first and last name of person having the issue (if not already on the ticket).
  7. When did you/the user try to punch/swipe (time and date)?
  8. If possible, identify the last time a successful punch appeared to has worked and recorded in the system.  Include the first and last name of the user as well as the time of the last successful punch.
  9. Include a picture or video of the event if possible.