ESS Benefit Enrollment - new hires

We have Benefits running on Lawson, msp 10.0.7

For new hires, they have 30 days to enroll in benefits and do it via ESS.

Benefits reported to me they have had 3 people in the past month indicate they enrolled and got confirmation page but nothing has came out of their pay checks. Upon investigation, they aren't enrolled in any benefits. There are no BS31 (pending web entries) for either of them.

I opened a support ticket to see if there is a log file or something that would be able to show if they signed in to attempt an enrollment and/or if there was an error or confirmation. They told me there wasn't.

Just wanted to reach out and see if any of you would know of a way to check on this in any way.

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Comments

Legacy Contributor

We've always had that be an occasional issue but have seen a spike recently. It has all been with people enrolling from home so I suspect it is a browser issue. I sort of suspect Microsoft Edge but don't have enough data to support that. We really don't have issues with people who are at work and doing their enrollment on our PCs.

We are in the process of installing Intellias Benefit Addins which will give us an audit log of enrollments. I'm hoping that will help pinpoint issues.

Legacy Contributor

Thank you. I know she said at least one of them did it from home. After reading your reply, I distinctly remember issues with open enrollment when on site as some of our IT staff had been testing use of MS Edge browser. Infor doesn't (at least last year) support Edge as a browser. So I'm investigating if the others may have done the same thing from home.

I'm going to do some searching on the Intellias you mention. Haven't heard of it.

Legacy Contributor

Have you checked out BS31.1? Put in the company and you can 'Next' to find any web enrollment record that doesn't complete will fall into here into Pending (if you have Web Enrollment setup BS01.1 for Immediate Update). So you can enter it manually from this and delete the records from BS31.1. Sometimes records do not complete because they wait too long during the enrollment process.

Legacy Contributor

Sorry, I didn't read through this all the way.

Legacy Contributor

No worries.. think we are on to something with the help of Emily's reply. We know 2 of 3 did do it from 'home' access. so Benefits is inquiring with them if they know what web browser they used...

Jill

We currently use Intellias for all web enrollments - new hire, life events and annual enrollment. We have found that IE is the only browser that works correctly; therefore, all of our training documents and announcements specifically say to use IE. We are experimenting with a pop up that will appear when any browser other than IE is used stating you must use IE. Lawson always seems to work best with IE.

kristen-rotzenberg

We have had this issue during open enrollment. Employees get to the confirmation page and when they submit, they receive a message that their benefits have not been saved and to contact HR. I believe most of the individuals that received this message were doing it from home but I know we had at least a handful that were at work. I'm part of IT and haven't been able to replicate it. I've opened tickets with Infor and they couldn't replicate either. They said we weren't on the most recent version of EMSS and should move to that to see if we still experience the issue.

samuel-deschamps

i would say the bs and bn's have not been run. did you flip the flag for immediate update so you do not have to run these pgms during this open enrollment time.

samuel-deschamps

check the tables i would say that their record is not there for the bn's bs's to process. Best to have them do it again. it takes longer to figure out what happened.

Legacy Contributor

We've had that same issue for years. We preach to them that they need to print out their final statement.

Fred - when this error happens, there is no record of their enrollments on any of the BS or BN screens. It simply doesn't accept their elections.

0911060553270289.pdf

samuel-deschamps

bs530, bn531, bn532 or if 530 531 was run twice it clears the file before 532 to get the data to process.

Legacy Contributor

I thought I would let you guys know what we found out with our situation. More people were calling saying they had enrolled online but yet didn't have benefits taken out of their checks. These enrollments were on premise as well as from home access so that ruled out the browser issue. I wasn't 100% familiar with the BS531. BN531, 532 processes. Our HRIS staff assisted and we found a few issues but primarily it was new staff running the jobs with date of 'current' so when enrollments effective 1st of following month, those were never getting processed... case solved and education provided.. for the most part that was it.

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