Who Is This For: Service Desk


Where Will This Solution Be Located: https://stp.keeleycompanies.com 

 

When Does This Solution Apply: When a Team Member reports that they are having an error accessing Action Planning


1. Is the issue an error message?

Go to https://stp.keeleycompanies.com to confirm that this is a global issue rather than an error for this user.

Ask Team Member to try logging out, a new browser and see if that resolves the error. 

If it appears to be a global issue, please escalate to Systems Administrator/User Experience


2. Is the issue an not being able to see anything on Action Planning? 

Example of Issue:


Visibility is controlled by AD groups. If you have access, please go into Active Directory and apply the appropriate AD Group.




3. Is the issue not being able to view Action Plans for another Team Member?

Example of Issue:


Visibility is controlled by AD groups. If you have access, please go into Active Directory and apply the appropriate AD Group. 

For Keeley Companies they may need additional AD groups applied in order to view.


Company Level:



Business Unit Level:


4. Is the Team Member stating that they can't see the inspections they have completed?

Example of Issue:

Ask the Team member to send a copy of the confirmation email they received.

If the To: Field is blank, they will need to redo the inspection

Reply to the Team Member, "When completing an inspection, Action Planning doesn't default the email of the person you are inspecting. That is a feature that the User Experience team will be adding in the future. For now, you will need to redo those inspection. We apologize for the inconvenience."

5. Is the Team Member receiving the below error message?

They are trying to access i404 directly from Sage People.
Send the following message which will likely solve the issue, "Please try accessing i404 it from this link instead, https://stp.keeleycompanies.com and let me know if you still receive the error message."


6. Is a User asking for Adminstrative access?

Add the user to the AP-Admin Active Directory Group, If you have access, please go into Active Directory and apply the appropriate AD Group.