Skip to main content

Quinyx Account Creation Failure

Guidelines and Policies

  • How is the employee’s Quinyx account created?

    • The account creation starts in Fountain when an applicant is moved to “Approved” (after the contract is signed).

    • The integration across all systems (SAP and Quinyx) takes around 15 minutes.

  • What is the reason for the account creation failure in SAP and Quinyx?

    Incorrect Fountain usage

    • The applicant is not in the approved stage

    • Missing contract start date

    • Missing last name

    • Invalid Date of Birth

    Invalid Fountain configuration

    • Missing hub

    • Missing applied position

    • Missing expansion

    • Other relevant details

    Data does not match SAP requirements

    • Hub and Expansion do not match

    • Hub is not created in SAP

    💡 Either the employee raises a ticket and we investigate the issue or the Hub Manager raises a request via the appropriate channel for the relevant region and the case will be analyzed by the ROMs together with our central team.

Step-by-Step

  • How do I handle failed Quinyx account creation tickets (new hires and rehires)?

      1. We identify the ticket regarding the applicant's Quinyx issue (login issues, app invitation missing, locked Quinyx, Quinyx reactivation, etc,..) using Zendesk.

      2. Zendesk: Click the icon of the "Little man" on Zendesk to check if the employee sent another ticket with the same request. If yes: Merge the new ticket into the old ticket.

        Screenshot 2022-10-04 at 15.18.07 (1).png

      3. Navigate to Fountain.

      4. Click the "Search Applicants" field and paste the copied email address.

        Screenshot 2023-03-22 at 15.36.21 (2).png

      5. Verify if the applicant is a recent hire and if they are in the “approved” stage.

        1. Please note that the date displayed under 'Landed' does not necessarily reflect the start date; rather, it indicates the creation date of the application profile.

        2. If the applicant's stage is not 'approved' or 'first shift scheduled', it suggests they may not have signed the contract yet and are still in the application stage.

        3. Even if the 'Landed' date appears old, it could still be a Quinyx issue, particularly in cases of rehires, which often lead to complications with account creation.

          Screenshot 2023-03-22 at 17.31.49.png

      6. Navigate to Quinyx and search for the employee.

          • Most likely you will not find them as that is the reason they are contacting us!

          • If you do find them here please proceed by following the steps in What do I do if the employee already has a Quinyx account?

      7. Navigate back to Fountain.

      8. From the URL, copy all of the characters following 'applicantid=' up to the first '&' sign.

      9. Go back to Zendesk and do a search in Zendesk using these characters. You should see a ticket from HR integrations.

      10. This is an integration failure ticket and is generated when there is an integration failure (as the name suggests!).

        Screenshot 2023-03-22 at 17.37.51.png

      11. Click to open the ticket and it will give you further information as to why there was an integration failure.

      • In the below example, the employee was created in Employee Central, which is the back end of SAP.

        1. Since changes cannot be made by WFS in Employee Central, this is a case for Joao. Please raise it in the collab-rider-care-operations channel and make sure to tag him.

          Screenshot 2023-03-22 at 17.39.52.png

        2. In cases of rehires, as there is already a profile in Employee Central, no further action can be taken. Please escalate the issue in the collab-rider-care-people-ops channel and request SAP reactivation. Additionally, WFS needs to reactivate the Quinyx account for the rehire. Reach out to Lead or Senior members in such cases.

        • If you see the following phrase, ‘the employee could not be created in Quinyx as their email was encountered duplicated (used by another company)’ ⤵️

          Screenshot 2024-02-20 at 15.19.37.png

          1. If a duplicate email is detected, an alternative goflink email is then provided in most cases. If an employee has no access to Quinyx due to a duplicate email issue but an active account exists, search for the employee on Quinyx using their name or ID from SAP, find the new email address with the goflink tag, and share it with the employee. Then, proceed to resolve the ticket. Employees should be able to log in to Quinyx using their goflink email.

          2. If the employee has previously used Quinyx at another company and is facing issues creating an account with us as a result, kindly ask them to provide an alternative email address. Upon receiving this information, proceed to create an account on Quinyx using that email address. Reach out to Lead or Senior members in such cases.

      • If you see the following phrase, 'the best course of action is to correct the data in Fountain and re-approve the candidate' ⤵️

        💡 In this case, we can try and fix the issue in Fountain and then see if the integration works.

        1. The Zendesk ticket should tell you which fields need to be corrected in Fountain.

        2. Correct these fields, then move the employee to the 'Review Fields' stage and then straight back to the 'Approved' stage.

        3. Wait 15-20 minutes and then check to see if the employee now has an SAP profile or if there is a new integration failure ticket.

        4. If there is an SAP profile, the integration was successful, if not then raise it in the collab-rider-care-operations channel and make sure to tag Joao.

        5. Navigate back to Zendesk and use the macro, 'DE > EN > Quinyx access missing'

          Screenshot 2023-03-22 at 17.58.29.png

        6. Click "Submit as Solved” & “Stay on ticket”.

        1. Screenshot 2022-10-13 at 15.25.57 (2) (1).png

        2. Add an internal note and submit it as solved again.

          Screenshot 2023-03-22 at 15.47.01 (1).png

  • What do I do if the employee already has a Quinyx account?

    💡 When there is a ticket in the Quinyx account creation failure queue but the Quinyx account was actually created and is active.

    1. There is a ticket on Zendesk that says “I have a contract but haven't received a Quinyx account".

    2. Zendesk: Click the icon of the "Little man" on Zendesk to check if the employee sent another ticket with the same request. If yes: Merge the new ticket into the old ticket.

      Screenshot 2022-10-04 at 15.18.07 (2).png

    3. Copy the applicant's email address.

    4. Navigate to Fountain.

    5. Click the "Search Applicants" field and paste the copied email address.

      Screenshot 2023-03-22 at 15.36.21 (3).png

    6. Click on the applicant's profile.

      Screenshot 2023-03-22 at 15.36.58 (1).png

    7. Check the current stage.

      Screenshot 2023-03-22 at 15.38.33.png

      Alert! Only after signing the contract, applicants are provided with a Quinyx account and accounts are created once applicants are in the APPROVED or FIRST SHIFT SCHEDULED stage.

    8. Navigate to Quinyx.

    9. Click the "Find person" field and paste the applicant's email address.

      Screenshot 2023-03-22 at 15.40.43.png

    10. See that the account is created and active.

      Screenshot 2023-03-22 at 15.42.09.png

    11. Click "Send Password" to send the employee the password instructions.

      Screenshot 2023-03-22 at 15.44.04.png

    12. Navigate back to the ticket in Zendesk.

    Screenshot 2023-03-22 at 15.44.40 (1).png


    ​

    1. Apply macro "DE > EN > Quinyx forgot password”.

      Screenshot 2023-03-22 at 15.45.22.png


    ​

    1. Add information that the account is created & active and that you've sent also password reset instructions.

      Screenshot 2023-03-22 at 15.46.32.png


    ​

    1. Click "Submit as Solved” & “Stay on ticket”.

      Screenshot 2022-10-13 at 15.25.57 (2) (2).png


    ​

    1. Add an internal note and submit as solved again.

      Screenshot 2023-03-22 at 15.47.01 (2).png

Flowchart

Quinyx Account Creation 2.0.jpg

Tools

  • Zendesk

  • Quinyx

  • Fountain

  • SuccessFactors SAP

  • Slack Channels

Macros

Macro name

Description

DE > EN > Quinyx access missing

The employee has not received their invite for Quinyx yet. We request with the relevant team.

DE > EN > Quinyx forgot password

Employee has forgotten their password for Quinyx.

Contact reasons

Contact Reason

Description

Growth > Onboarding > Login Issues

Newly hired employee is having issues logging into SAP/Quinyx.

Growth > Onboarding > App Invitation Missing

Newly hired employee has not received activation emails for apps needed to start working.

Growth > Onboarding > General Question

Newly hired employee has a general question about their onboarding, which is not included under other contact reasons.

</>

Did this answer your question?