Purpose: This solution provides initial troubleshooting steps when the benefits admin has reported that a team members has done one of the following:

  1. Randomly terminated in the benefit carrier site but is still active in our HR system
  2. Isn't termed in benefit carrier sites or hasn't received COBRA communication and is terminated in our HR system
  3. Isn't showing in the carrier sites but is in our HR system


About Sage People's Payflow To EverythingBenefits Process: Sage People utilizes an process in their application called "Payflow" (not to be confused the our internal product of payflow.keeleycompanies.com) that runs (currently on Saturday for all Team Member's whose last name starts with A-K and the remaining Team Member's on Sunday) and creates a excel file of information needed to send to the carriers. This process takes that file and loads it to Sage People's SFTP server where EverythingBenefits (now UKG) picks up the file every Monday, formats, checks for errors and sends to the carriers.

 

Who Is This For: UX Product Owner or escalation point of Sage People

 


Accessing: 

  1. Sage People payflow: 
    1. A-K https://fs-6399--fpay.vf.force.com/apex/PayflowServiceConsole?id=a1j07000000Zj6S&sfdc.override=1
    2. L-Z https://fs-6399--fpay.vf.force.com/apex/PayflowServiceConsole?id=a1j07000000Zj6X&sfdc.override=1
  2. Sage People SFTP server:
    1. Log into uekeys in azure portal to obtain credentials in information and then utilize FileZilla to access
  3. EverythingBenefits Contacts:
    1. Initial Case: 
      1. edi+Kevin.Kelso@everythingbenefits.com
      2. Lauren Moodie <lauren.moodie@ukg.com>
    2. Escalation:
      1. Colleen Bryson <colleen.bryson@ukg.com>
  4. Sage People Contacts:
    1. Initial Case
      1. Create ticket: https://sagepeoplecommunity.sage.com/
    2. Escalation:
      1. Williams, Elaine <elaine.williams@sage.com>
      2. DiPaola, Ricky <Rick.DiPaola@sage.com>



The following steps are to help identify who in the following list can help:

  1. Our Benefits Admin
  2. EverythingBenefits
  3. Sage People 


Troubleshooting Steps:


  1. Double check that everything looks correct in Sage People
    1. Request and example of the issue from our benefits admin 
    2. Navigate to the team member's record and confirm their status is as expected based on the email you received (active vs. terminated)
      1. If not send information back to HR on your findings and coach them through correcting
    3. Navigate to the team member's employment record and verify the end date is as expected (if active should be blank, if terminated should have a date)
      1. If not send information back to HR on your findings and coach them through correcting
      2. If terminated and reporting of no termination with carrier, check the end date if it was applied after Sunday, then it won't be sent until the next Monday - send information back to HR on your findings
    4. Navigate to the team member's benefit records and coach them through correcting
      1. Ensure proper start and end dates on all benefits (if active no end dates before start dates or no end date at all, if terminated end date should be populated)
        1. If not send information back to HR on your findings and coach them through correcting
      2. Ensure active flag is checked
        1. If not send information back to HR on your findings and coach them through correcting
      3. Ensure no duplicate benefit records 
        1. If not send information back to HR on your findings and coach them through correcting
  2. Verify file was sent to Sage People SFTP server
    1. Open FileZilla (if you don't have it ask Service desk to install for you)
    2. Open our azure keys UEKeys secret and grab the information to enter into FileZilla to connect
    3. Ensure you see an _1 and _2 file with Saturday and Sundays dates consistently
      1. If one or both are missing - use the above Sage People contacts to open a case using the following steps:
        1. Review your emails and search for A-K and L-Z 
        2. You should have up to two for each file. A-K would come on Saturday and L-Z would come on Sunday. One file has a success or fail and if there are errors on the file, there would be another one listing those errors
        3. Grab one of both emails
        4. Create a case in Sage People and attach you emails
        5. Update case to priority 2
        6. Send an email to the two escalation points under the Sage People contacts letting them know your case number and asking them to escalate internally
        7. You will work with Sage People from here to identify why the file is not making it to the the SFTP server for EverythinhgBenefits to pick up
        8. Communicate your steps and current path with our benefits admin so they can communicate with our carriers
        9. Once they have identified and resolved the issue, run payflow to generate the file and use the contacts above under EverythingBenefits to email and ask them to pick up the new file and send to the carriers
      2. If a file is not missing 
        1. Gather an example from our benefits admin
        2. Use the contacts above under EverythingBenefits to email them and ask that they review on their end why the example from our benefits admin is not processing correctly
        3. You will work with EverythingBenefits from here to identify and resolve the issue


Example of a failed to send file Example of a successfully sent file