Support Category: SSO


Specialist Notes:


IMPORTANT!


Users who contact EUS with dhdiagnostics.com emails who are experiencing issues accessing the TLL, please advise them to clear their cache before signing in again. If they still experience issues, please direct them to IT to create a Hornbill ticket.


If the user's TLL account is active, please inform the users that this is a sync issue that IT will need to resolve. Please refer back to clearing the cache to resolve.


WHAT SHOULD YOU KNOW?


  • DHDiagnostics is a new group - a combination of five different groups there combined into one. Users under these groups have had their email addresses changed, which is why they now have a @dhdiagnostics.com email address.
  • As a majority of  DHDiagnostics users are clinical, it is very unlikely they will need to do product training, as they take their QMS training on the IQVIA platform, and as the TLL is not about quality systems. 


HOW SHOULD WE ASSIST?


Please ask the user why they need access to TLL and follow the steps for ticket processors. Unfortunately, there is no further assistance that End-User Support or TLL Administrators can provide.


NOTES FOR TICKETS PROCESSORS!


Should a DHDiagnostics user need access to the TLL, please direct them to their IT and CLOSE the ticket.


Standard Response: