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Follow the steps below:
1) Check if their role in HdUtils is Student Worker or Faculty Staff.
-If yes, then proceed to Step 2.
-If no, then ask when they were hired and if their EPAF has been processed. If they have been hired and the EPAF has been processed then advise the client to contact their supervisor or HR.
2) Use the client's SamID to check their "Banner Account Status" on https://samweb.shsu.edu/ .
-If their Banner Account information shows that the client has the needed permissions, then walk the client through basic browser troubleshooting. The proper Employee permissions should look like this:
-If they are not shown to have the needed permissions, then proceed to Step 3.
3) Remote into the client's computer to get a screen shot of the error. The error should look like this:
4) Attach the error to the ticket. The ticket can be classified as Software & Application> Banner > Report Issue.
5) Assign the ticket to the Service Desk so an FTE can send it to the correct team.