Log a ticket on the helpdesk and include the user's name, the document type and any specifics you can gather, such as the document type, date the document was added to OnBase, who added it, what are the searching keywords, etc. how the document was added to OnBase (manual import, automated process, etc.).if he/she has seen the document in the past.First, check to see if you can find the document. If a user cannot locate a document, it could be that the document was never added to OnBase, that it has been deleted, it was incorrectly indexed, or the user does not have access to see the document. NOTE: if the missing document is a requisition that was emailed to OnBase, please see the Requisition Not In Workflow issue. The affected user will then need to refresh or reload the document in order to make modifications. Then highlight the document you want to unlock and click "Remove Lock". Then, click the dropdown arrow next to "Mailbox" and click "Locked Objects". In the Web Client, click on the Document dropdown arrow and choose "User". Then highlight the document you want to unlock and click "Remove Selected". In the Unity Client, click on the Unity icon in the upper left of the screen, and choose Administration-> Manage Locks. Give the staff member the instructions below: If you are contacted about a locked document, either you or the affected user can contact the staff member who has it locked and ask them to close it, or unlock it. Locked Unity forms in the Web will display read only fields. In the Web Client, they will be notified that the document is locked, and by whom, when they right-click to modify keywords or make a change. If this is the case, they will notice a tiny lock icon at the top right of the document (in Unity) hovering over it displays the username of person who has it locked. In this case, the document is likely locked by another user. Other times, a user would like to work on a document, fill out a form, or simply process it in workflow, but the document is unresponsive. If they choose to do so, they will be taken directly to the document lock administration screen. Sometimes, if a user has a document opened and leaves the workstation or shuts down the OnBase application, the document remains open, and the user will get a message asking if they would like to unlock the document. If a document is currently opened by someone else, other users may open and view it, but not modify it or perform any actions on it. Provide background in the ticket, such as OS, functions attempted when problem occurred, and it an error message appears, please attach or paste the details of the report into the ticket.Log a ticket and request a time for a desktop share.If the problem is not the scanner, or is caused by other actions:.Check scanner drivers (TWAIN driver required).If the problem continues after relaunching, does the problem occur when scanning a document into Unity? If so:.Ask the user to completely exit the program by right clicking the icon in the system tray and choosing "Exit OnBase." Unity Client Hangs or Does Not Respond as Expected Send the user to this link: Password Reset/User ID Reminder/Account Unlock.While in HTML mode, they will not be able to scan into or email from the Web Client.įorgotten Password, Log In ID or User is "Locked" Meanwhile, ask the user to click the "HTML" radio button on the log in page so they may continue working. If Active X will not load, contact HCCA through the Cherwell Helpdesk to arrange for a desktop share session.Go to the download page and click Active X Update.Check for Google or Bing search bars - they have their own pop-up blockers Check that the the Custom Level is set to Medium-Low.Under Local Intranet, be sure that is listed Go to Internet Options, in the Tools menu, and choose the Security Tab.If the browser is compatible, check the security settings:.Click here for current browser compatibility. Check that the version of IE is compatible. Active X will try to install when the user is logging in with Internet Explorer.
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