Knowledge Document - WFM Workforce Management - Reflexis - Reflexis ESS Workforce Ma - CA Service Desk Manager

9/29/2020 Knowledge Document: WFM Workforce Management/Reflexis/Reflexis ESS Workforce Ma - CA Service Desk Manager
Knowledge Document Status: Published

WFM Workforce Management/Reflexis/Reflexis ESS Workforce Manager Application

Summary:
Reflexis Workforce Manager (WFM) is a web based Retail Execution Platform. WFM will give Belk control over budgeting, forecasting, scheduling
store labor, ensuring efficient operations, on-time task execution, and consistent levels of customer service.

Resolution:
See attachment to update the app on iPhones. It is not done from the app
store.
NOTE: If a user calls with an issue involving their Social Security

number, transfer them or give them the HRSS number instead of
creating a ticket to BLKTCS-Corp App Support.
NOTE: If a user is having issues with Reflexis performance, have them use Chrome:
The Reflexis “My Work” shortcut which opens in Chrome is available on the desktop of all “STC” Thin
Clients.
https://knlbelk.reflexisinc.com/kernel/views/authenticate/web/BELK.view
Belk has implemented the following modules:

https://itservices.belkinc.com/CAisd/html/popup_frames.html?GOBUTTON=no+MENUBAR=no+POPUP_URLIX=0+popupType=1 1/13
1. Reflexis Workforce Scheduler (RWS): generates optimized schedules that are in compliance with
work policies while respecting employee preferences, availabilities, and proficiency.
2. Reflexis Time & Attendance (RTA): Allows Belk to track labor and payroll functions as well as
automated enforcement of meals and other rules.
3. Employee Self Service (ESS): Enables employees to view their schedule, request time off, change
their availability, and review their timecards. New in 4.1, ESS is available in both a web version and
IOS/Android Apps. In addition to viewing timecards, associates can also edit their timecards.
Note for LOA disabled email users:

IF a user has a Belk email address and is on LOA, their email address with be disabled. However,
they will still be able to access Reflexis. A cloud account (employeID@belk.com) is automatically
created for them and you can reset their password and get them into Reflexis that way. They should
receive an email about this, but if they are unaware, simply explain the situation to them.
(Password Resets are done by the Help Desk) –If they are unable to login to other applications
like Workday with SSO then password reset should be performed. If Workday login works, please
do not reset password. Warm transfer them to HRIS and advise HRIS that their workday SSO
login works.
LEVEL 2 CONTACTS:
Application Issues: BLKTCS-Corporate Application Support
For Level 2 Contact information (emails, numbers)

>https://belk2com.sharepoint.com/sites/ServiceMgmtIPCR/Lists/Level2Contacts/AllItems.aspx
TICKET AREA:
APPLICATION.HRIS.Reflexis
APPLICATION.HRIS.Reflexis Request
REQUIRED TICKET INFORMATION:

Include the following additional information in the ticket
• Store Number
• Type of location (store, division, corporate, distribution center)
• Name and Employee ID of the end user REPORTING the issue
• Name and Employee ID of the associate HAVING the issue (may not apply depending on where
they are in the process. The associate may not have a Employee ID yet.)
· If the Issue is a clock issue: please ask the below information
o Whether it is a Wall clock or POS clock.
o Device ID if possible.
o If it’s a wall clock and its blank. Ask them to reboot with the bottom reboot button.
Include which module is not responding as expected

• Reflexis Workforce Scheduler (RWS)
• Reflexis Time & Attendance (RTA)
• Employee Self Service (ESS)
· Include whether the issue was experienced on the web platform or mobile app
f OS/
If on the mobile app, include whether the associates is using IOS/Iphone or Android
ID MANAGEMENT/PASSWORD RESETS (FOR PILOT STORES):

ID Management
To access the Reflexis Platform modules, the associate must have a valid/active LAN ID to
successfully authenticate through SSO.
Associates will be able to access Reflexis 4.1 by going to myapps.microsoft.com. Corporate users can also access from the
Hanger.
HOW TO LOG INTO REFLEXIS (FOR PILOT STORES):

Belk Associates with a LAN ID and Belk email address:
Log in with: firstname_lastname@belk.com (Their Belk email address)
Password is their LAN password
Belk Associates with a LAN ID and no Belk email address:

Log in with: employeeID@belk.com (Their Belk employee ID)
Belk Associates with no LAN ID and no Belk email address (Cloud User):
If they have an old personal email address on file.....THEN they will need a password reset. See
below on how to reset this Cloud User.
HOW TO UNLOCK A CLOUD REFLEXIS USER:

First, make sure it is a cloud user that needs their account unlocked. Normal user's can just have
their accounts unlocked in AD Manager plus, cloud users will have to go through this process:
1. Go to https://portal.office.com/adminportal
2. Go to Users > Active users
3. Look up the user by their employee ID and/or Name
4. Click on their name, and select 'Edit' next to 'Sign-in status'
5. Select 'Allow user to sign in' and hit 'Save'.
This can take 10+ minutes to take effect, but the user should now be unlocked and able to log into
Workday.
HOW TO RESET A REFLEXIS PASSWORD:
Belk Associates with a LAN ID and Belk email address:

Log in with: firstname_lastname@belk.com (Their Belk email address)
To reset their password.....they can use SSPR (400538) or the Help Desk can reset their LAN
password
Belk Associates with a LAN ID and no Belk email address:

To reset their password.....they can use SSPR (400538) or the Help Desk can reset their LAN
password
Belk Associates with no LAN ID and no Belk email address (Cloud User):
To reset their password.....follow the steps below.
-Applies to Cloud Users Only-

Once resetting the user's password they will need to setup or verify a password reset method.
1. Go to the https://portal.office.com/adminportal
2. Go to Users > Active users
3. Enter the user's name in the search users window.
4. Select your user(s)
5. Click Reset password.
6. Follow the text on next page.
HOW TO QUESTIONS:
IF the caller is an employee with ESS/Mobile app How-to-questions...... THEN refer the customer to
HR
Shared services (HRSharedServices@Belk.com; 1-800-588-3700).
IF the caller is an employee with Payroll or time off How-to-questions...... THEN refer the customer to
HR Shared services (HRSharedServices@Belk.com; 1-800-588-3700).
IF the caller is an employee with Scheduling or Manager app How-to-questions...... THEN refer the
customer to the Workforce Scheduling Team via the following email
address: Store_Scheduling@Belk.com
IF you get a calls asking for a data request from the Old Reflexis (3.5.6)…….THEN, send a
REQUEST ticket to BLKTCS-Corporate Application Support.
Let the user know that the Old Reflexis portal is not accessible for Store users and it can only be
requested in this manner.
Include:
Store #
Employee ID #
Associate #
Employee Contact #
Type of data: Schedule or Timecard data
Duration for the data: From date and to date
Any additional information user may have
CALL HANDLING:
Reflexis Issues Matrix
Problem Sub- Email/Phone Contact

Category Category Help Desk Response Information
Requesting
removal of
schedule
Salon Associate restriction HD to Email HRIS for assistance with this issue HRIS_Support@Belk.com
Requesting
removal of
schedule
Asset Protection restriction HD to Email HRIS for assistance with this issue HRIS_Support@Belk.com
Salaried Different from old HD to share with caller that salaried associates HRSharedServices@Belk.com; 1-
associates are version of Reflexis will no longer show 40 standard hours in 800-588-3700
showing zero Reflexis but will still get paid for 40 hours. WD
Hours on pays them and does not require the standard
Timecard hours. They will only see time off hours in
Reflexis for salaried associates. If caller is still
thinking there is an issue, then transfer caller to
HR Shared Services line.
HD should check associate’s data in Workday.

If associate is active in Workday, then share
with caller that associate will not show
terminated in Reflexis until the termination
Terminated event is complete in WD. If associate is
Associate still in Still getting terminated in Workday, then send ticket to IT to BLKTCS-Corporate Application
Reflexis scheduled investigate. Support
Associate has
changed job and
need access to
new area/team –
Access issue needs new profile HD to Email HRIS for assistance with this issue HRIS_Support@Belk.com
Time Off/Leave Request not HD to Transfer associate to HR Shared HRSharedServices@Belk.com; 1-

issue accepted Services line 800-588-3700
Supervisor Clock Unable to enter

Override issue clock override HD to Email HRIS for assistance with this issue HRIS_Support@Belk.com
Ask the user to use the default password. SSO

password will not work. Or store number as
password as before will not work. If still issue
persist, request from the caller whether the
issue is occurring at on the Wall clock or POS
Clock supervisor The default clock or Mobile clock and send ticket to reflexis BLKTCS-Corporate Application
password issue password is 1234 support group with the details. Support
Request to set up HD to request Division approval in email. Once

Store currently other associates email approval is received by HD then send the
does not have a to cover until a SM approval email to HRIS for assistance with this
Store MGR is hired issue HRIS_Support@Belk.com
Request for
multiple store
Regional access access HD to Email HRIS for assistance with this issue HRIS_Support@Belk.com
Request to
remove fixed
Shifts shifts HD to Email to store scheduling team Store_Scheduling@Belk.com
No Access to Associate can’t HD should check associate in Workday. If n/a

Reflexis log into Reflexis – associate’s hire date is in the future, then share
Hire Date in future that they will not be able to access Reflexis
until 3 days after their hire date.
Associate can’t
No Access to log into Reflexis – HD should follow the steps in “ID Issues”
Reflexis Hire date in past section above to resolve the issue. n/a
Request to clear
Timecard warnings from HD to Transfer associate to HR Shared HRSharedServices@Belk.com; 1-
warnings timecard Services line 800-588-3700
HD to check Workday and confirm that

associate is showing active in Workday. If so,
then share with the caller that the Associates
needs to enter availability requests in Reflexis
Associate after returning from LOA; then they will be
Returns from Associate is Not scheduled.
LOA scheduled n/a
Associate still
showing in old BLKTCS-Corporate Application
Store transfer store in Reflexis HD to Transfer ticket to IT queue Support
Associate is in
new store but No
access to perform HD to Transfer ticket to IT queue; IT will review
functions in new and then Email HRIS for assistance if truly a BLKTCS-Corporate Application
Store transfer store profile issue Support
Scheduling Any schedule

inquiries issues HD to Email issue to store scheduling team Store_Scheduling@Belk.com
HD to check Workday to see if the associate’s

hire event is complete. If not, then share with
caller that the new hire’s data is not complete
and will not pass to Reflexis yet. If the new
New Hires not in hire event is complete, then send ticket to IT to BLKTCS-Corporate Application
Reflexis investigate. Support
Known Issues Awaiting Vendor Fixes

Problem Sub- Email/Phone Contact
Category Category Help Desk Response Information
Wrong employee Application Bug Inform user this fixed in next release and there is n/a
ID is displayed in no work around, but this is not a data issue, but a
“Approved Time display issue. Target fix Jan. 2020 – SUPW-
Off Page”. 14664
Calendar
Request View is n/a
currently not
populating any Inform user this fixed in next release and to use Target fix Jan. 2020 – SUPW-
informatioin Application Bug the Request list view vs Request Calendar view. 13590
My schedule view
is not populating
for users with n/a
special character
in name such as Inform user this fixed in next release and there is Target fix Jan. 2020 – SUPW-
an apostrophe Application Bug no work around, but working on data fix. 14733
IF there are other problems/issues with the Reflexis application software...... THEN document the issue and send
a ticket to BLKTCS-Corporate Application Support
Examples of problems with the Reflexis server software:

• The application is not available
• Error messages when trying to advance from screen to screen
• Requested reports do not appear to print
• Other server application issues
'Employee does not belongs to Logged in Unit' error msg

Attachments:
Reflexis_Upgrade_Download_ESS_Mobile_App.pdf
Reflexis ESS Mobile APP Install Instructions - Version 1.0.docx

Related Categories:
TOP> Help Desk Documentation

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Properties:
Doc ID:401280
Creation Date:02/12/2016
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9/29/2020 Knowledge Document: WFM Workforce Management/Reflexis/Reflexis ESS Workforce Ma - CA Service Desk Manager

Knowledge Document Status: Published

NOTE: If a user calls with an issue involving their Social Security

Belk has implemented the following modules:

Note for LOA disabled email users:

For Level 2 Contact information (emails, numbers)

REQUIRED TICKET INFORMATION:

Include which module is not responding as expected

ID MANAGEMENT/PASSWORD RESETS (FOR PILOT STORES):

HOW TO LOG INTO REFLEXIS (FOR PILOT STORES):

Belk Associates with a LAN ID and no Belk email address:

Log in with: employeeID@belk.com (Their Belk employee ID)

HOW TO UNLOCK A CLOUD REFLEXIS USER:

2. Go to Users > Active users

3. Look up the user by their employee ID and/or Name

4. Click on their name, and select 'Edit' next to 'Sign-in status'

5. Select 'Allow user to sign in' and hit 'Save'.

HOW TO RESET A REFLEXIS PASSWORD:

Belk Associates with a LAN ID and Belk email address:

Belk Associates with a LAN ID and no Belk email address:

-Applies to Cloud Users Only-

3. Enter the user's name in the search users window.

4. Select your user(s)

5. Click Reset password.

6. Follow the text on next page.

Reflexis Issues Matrix

Problem Sub- Email/Phone Contact

HD should check associate’s data in Workday.

Time Off/Leave Request not HD to Transfer associate to HR Shared HRSharedServices@Belk.com; 1-

Supervisor Clock Unable to enter

Ask the user to use the default password. SSO

Request to set up HD to request Division approval in email. Once

No Access to Associate can’t HD should check associate in Workday. If n/a

HD to check Workday and confirm that

Scheduling Any schedule

HD to check Workday to see if the associate’s

Known Issues Awaiting Vendor Fixes

Examples of problems with the Reflexis server software:

This document has been used to open

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