General
How do I handle inactive employees who use eHub?
See the How Do I Handle Inactive Employees in eHub topic.
Why can't I see a certain employee in employee Profiles/Hourly Benefits/Paycheck History?
If you are a supervisor and a certain employee does not appear in the Employee landing page there are several places an administrator can verify information to make sure both you and the employee are set up correctly.
eHub Administrators
- Check the Organizational Chart tab in the eHub Setup screen. Use the Quick Lookup to locate the Supervisor, and expand the list to see the Employees assigned to the Supervisor.
- Check the Employee's Master File and see who is assigned as the employee's Supervisor.
- If you want an employee to be a secondary supervisor for someone else's employees, make sure the secondary supervisor is listed in the Supervisor Details grid of the Supervisor screen. You can access this by double-clicking the Supervisor field in the Employee Master File.
- Verify the employee has been setup for eHub and the particular screen you are unable to see the employee on. Check the Other Info tab of the Employee Master File to see which Security Group is assigned; then check the screens assigned to that Security Group in the eHub tab of the Security Groups screen.
- Verify that the supervisor has the correct Security Group assigned following the method above.
- Verify that the supervisor has the Allow Employee Lookup feature selected for the screen in question in the eHub tab of the Security Groups screen.
Why can't I see my Invoice/Paycheck/W-2/other document?
An inability to view PDFs or other documents from eHub could be caused by a number of things. To troubleshoot, do the following:
- Disable any toolbars installed on your browser.
- Turn off any pop-up blockers.
- Temporarily turn off any antivirus programs running.
- Add your eHub website as a trusted website in your Internet Options settings.
- Clear out temporary Internet files.
- Make sure the link is valid.
Invoices
How do I set up Invoices for eHub?
See eHub: Setting Up Invoices for eHub (CSS).
Logging In
Note:
eHub Lockout Information
Employee Self-Service (ESS) Portal
If a user enters the incorrect login information five times, they are locked out of the portal and must reset their password.
If a locked-out user does not successfully complete the password reset process after three attempts, they are completely locked out of the portal and someone must reset their password in WinTeam.
Customer Self-Service (CSS) Portal
If a user enters the incorrect login information five times, they must wait three minutes before attempting to log in again.
Why can't I (or my customer/employee) log in?
If you are having trouble logging in, it could be due to one of many reasons. First, verify your username and password are correct. Be sure to review the Employee Registration instructions. If you have forgotten your password, refer to the Forgot Password topic.
If you are an employee or customer and none of these options help you log in correctly, contact your supervisor or eHub administrator.
Supervisors/eHub Administrators
To troubleshoot for employees having trouble logging in:
- Verify that an Employee Number has been assigned to the employee in WinTeam. An Employee Number should be assigned for each employee who needs access to eHub.
- Verify that the employee has been assigned the appropriate eHub feature set in WinTeam.
- Verify the employee's Date of Birth and Social Security Number are entered correctly in WinTeam. The DOB and SSN are required information for the Employee Registration and Forgot Password functions; if either is entered incorrectly by the eHub user, the user will not be able to complete the Employee Registration or Forgot Password steps and the account will become unavailable.
To troubleshoot for customers having trouble logging in:
- Verify in the Contacts tab, that an eHub login and password have been set up in WinTeam.
- Verify an eHub Role has been assigned in WinTeam.
- Verify the customer has been assigned the appropriate eHub feature set in WinTeam.
Why isn't my password working?
Verify with your supervisor or eHub administrator that you are using the correct password. If you have forgotten your password, refer to forgot your ESS password? or forgot your CSS password? to reset it.
Make sure your password adheres to the criteria. Depending on setup it must be 8-15 characters in length and contain three of the following:
- upper case character
- lower case character
- special character or number
Paycheck History
How do I set up paychecks for eHub?
See our How Do Set Up Paychecks for eHub? topic.
Paycheck History and WinTeam
Paycheck FAQs
Which paycheck amount displays on the eHub Paychecks widget?
The latest paycheck amount processed in WinTeam displays on the widget.
What happens to paycheck stubs in eHub if a paycheck batch is reprinted in WinTeam?
The existing check number will be replaced with the new check number in the Paycheck History screen.
What happens to paycheck stubs in eHub if a paycheck batch is deleted in WinTeam?
The paycheck stub will be removed from the Paycheck History screen in eHub.
What happens to paycheck stubs in eHub if a replacement paycheck is issued from WinTeam?
The original paycheck will show with a $0.00 amount. The replacement check stub will display with the correct amount, but a PDF will not be available for the replacement check.
What happens to paycheck stubs in eHub if a check is voided in WinTeam?
The employee will still see the original check and the voided check in the Paycheck History screen in eHub. The voided check will display with amounts in parentheses. If the Include Checks Not Printed check box is selected on the eHub Setup screen in WinTeam, the Paycheck History screen in eHub will NOT display the voided check. It will still display the original check.
Requests
Work Requests
How do I submit a Work Request?
See the Creating Work Requests topic.
How do I approve or reject a Work Request?
See the How Do I Approve or Reject a Work Request topic.
Personnel Requests
How do I submit a Personnel Request?
See the Creating Personnel Requests topic.
How do I approve or reject a Personnel Request?
See the How Do I Approve or Reject a Personnel Request topic.
Employee Requests
How do I submit an Employee Request?
See the Employee Information Change Request topic.
How do I approve or reject an Employee Request?
See the How Do I Approve or Reject an Employee Request topic.
Why isn't my employee information updating when I change it on eHub?
When you click submit after updating your contact information using the Change function in the My Profile screen, this only submits a request to update your information. It does not immediately change the information on the eHub screen. The request must be approved first, and then updated in the system by an administrator in most cases, before the change you made will appear on your profile in eHub.
Workflow
What is workflow and how does it work in eHub?
Workflow is the notification and approval process for Work Requests, Personnel Requests and Employee Information Change Requests generated in eHub. Simply, it's the path a request takes from submission to final approval. For example, let's say a customer submits a Work Request. An e-mail indicated that the Request has been submitted and needs action taken on it will be sent to the first person or group in the Workflow. Once they take action on the Request, it moves on to the next person/group and so on.
For details on Workflow, please see How Do I Navigate the Workflow Setup Process and the Workflow Setup topic in the WinTeam help.
How do I set up a Default Workflow for Employee Information Change Requests with no approvals and automatic updating?
See the How Do I Set Up an Employee Information Change Request Workflow topic, example No. 1.
How do I set up a Default Workflow for Employee Information Change Requests that requires Approvals?
See the How Do I Set Up an Employee Information Change Request Workflow topic, example No. 2.
When would I set up an alternate Workflow for Requests for a particular Job?
See the How Do I Set Up an Employee Information Change Request Workflow topic, example No. 3.
See the How Do I Set Up a Personnel Request Workflow topic, example No. 3.
See the How Do I Set Up a Work Request Workflow topic, example No. 3.
When would I set up an alternate Workflow for Requests based on a Job Attribute?
See the How Do I Set Up an Employee Information Change Request Workflow topic, example No. 4.
See the How Do I Set Up a Personnel Request Workflow topic, example No. 4.
See the How Do I Set Up a Work Request Workflow topic, example No. 4.
How do I set up a Default Workflow for Personnel Requests?
See the How Do I Set Up a Personnel Request Workflow topic, example No. 1.
Why do I need to set up a Workflow for canceled Personnel Requests?
See the How Do I Set Up a Personnel Request Workflow topic, example No. 5.
How do I set up a Default Workflow for Work Requests?
See the How Do I Set Up a Work Request Workflow topic, example Nos. 1 and 2.
How do I know who will be notified if my request fails?
Generally, if a request fails at any point in the Workflow process, a message will be sent to the e-mail address in the Admin E-mail Address field in eHub Setup (Workflow tab). In addition, the SS_Defaults table contains the Workflow Admin E-mail Address, if assigned, so you can verify which e-mail address is there as well.
The SS_Workflows table contains each step timeout e-mail address for every Workflow process, so if a request times out between step approvals, this table tells you which e-mail address a notification should have been sent to.
My request picked up the wrong workflow process. Why?
Let's say you wanted a Customer Work Request to follow the Default Workflow process, but it didn't and the request went to the wrong person. First, check the Job Master File to see if a Workflow has been assigned to the request type in the Job Requirements tab. If not, check to see if any Job Attributes have been applied to the request type in the eHub Setup screen (Workflow tab). If not, then double-check the Default Workflow process for that request type in the Workflow Setup screen to determine the Assignees are correct. You can also check the SS_Requests table to determine which Workflow the request is picking up.
My requests aren't sending a notification e-mail. Why?
One reason could be that no e-mail has been entered in the Employee Master File of an Assignee in the Workflow or the e-mail is invalid. Double-check spelling and domain. If the request is timing out, make sure any e-mail addresses or groups in the Timeout Information box in Workflow Setup are valid and/or have been assigned in the EMF.
The request could be failing or timing out for other reasons and you may not have been notified because you have not entered a Workflow Admin e-mail in the eHub Setup screen (Workflow tab).
Which Workflow will be followed if I submit a Personnel Request that contains a New Job that does not exist in WinTeam?
The Personnel Request with New Job will follow the Default Workflow for Personnel Requests, unless one of the assignees is set to Job Supervisor. In this case, since the New Job has no supervisor, the request would follow the workflow of the Job indicated in the Default Workflow Job field in the Customer Master File.
W2 History
How do I set up W2s for eHub?
See the How Do I Set Up W2s for eHub? topic.
