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FREQUENTLY ASKED QUESTIONS.HR21 UPDATED: 26 APRIL 2018

Click on the topic that relates to your question to view answers, support material, tips and tricks.

FOR

MANAGERS &

ADMIN USERS

FOR

EVERYONE

Access Hr21 Login & Password

Leave History Leave Application

Pay Bank DetailsHR

Leave Balances

Payslip Webfocus Reports

Staff Leave PlannerStaff List

Leave Requests Absent Manager

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FAQ.HR21

ABOUT ACCESS

The HR21 URL will show either PROD1 or

PROD2 in the URL. For example, when

you select the link:

> SA Health, Department for

Communities and Social Inclusion,

Families SA, EECSRSB or Renewal SA

then PROD2 displays.

> All other Shared Sector agencies

then PROD1 displays.

? Can I access HR21 from home, and how?

Ans.

Yes, as HR21 is internet based it is accessible from your personal computer and/or mobile devices

via the URL (included in all email notifications). You can access the URL via the Project Website:

> Launch a search engine and search for “Launch HR21”

> Select the Shared Services CHRIS 21 Project result

> Select Launch HR21 link or icon

> Select the link applicable to your Agency

? Why are there 2 links to launch HR21 from the CHRIS 21 Project site?

Ans.

There is a HR21 link for each CHRIS 21 database; PROD1 and PROD2

PROD2 is the database for employees of:

> SA Health

> Department for Communities and Social Inclusion

> Families SA

> EECSRSB

> Renewal SA

PROD1 is the database for employees of:

> All other Shared Sector Agencies

Contact HRMS for questions or technical

support relating to HR21.

Phone: (08) 8462 1333, Press 5, then Press 2

Email:HRMSServiceManagement@sa.gov.au

TIPS AND TRICKS

TECHNICAL SUPPORT

Home

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The implementation of Two-Factor

Authentication enhanced the security of

HR21 enabling employees without a

Government email addresses to gain

access. To Register click the link below:

? Who is eligible to access to HR21?

Ans.

HR21 is available to all employees paid via CHRIS 21 who have the following details registered:

• A valid email address, to facilitate reset your password.

• A phone number (mobile or landline), to support Two-Factor Authentication.

? What is Two-Factor Authentication (2FA)?

Ans.2FA is a security function which adds a step of verification on top of entering login details. A single-

use PIN issued to a number of your choice is required to authorise changes to critical details.

? Is access automatically provided to New Employees?

Ans.

Your HR21 profile will be created if your government email address and a 2FA number are provided.

If you have received your first pay but not your login details please contact Payroll Services to confirm

these details so your profile can be created. If you will not have a government email see Register

Online located on this page.

? I have registered online; how long will it take me for me to receive my log on details?

Ans.If you have registered for HR21 online, please allow 7 working days for your details to be verified and

processed. If you do not receive an email after this date, please contact Payroll Services.

? Can I change my Government email address to my personal email address ?

Ans.Government email addresses must be used where supplied. If your Agency has not supplied you with

a Government email, then you may use a private email address.

? I have changed the phone number I nominated for 2FA; how can I update this?

Ans.

You can change your 2FA number in HR21 by updating the number recorded against Mobile in your

Home Address details, note the PIN to validate the change will be sent to your old 2FA number.

If you have lost your phone or don’t have access to the old number to get the PIN, you can contact

Payroll Services to have the number updated.

REGISTER ONLINE

SUPPORT RESOURCES

A suite of online training material is

available to all employees and Managers

via the link below:

Please ensure you have a recent

payslip available to verify your

identity.

FAQ.HR21

ABOUT ACCESS CONTINUED…Home

Online training material

Register for HR21

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SUPPORT RESOURCES

TIPS AND TRICKS

Your password must have at least 8

characters and can not contain both

numeric and special characters (i.e. 1, @, !,

$); an error will occur when this

combination is used (see image below).

FAQ.HR21

ABOUT LOGIN AND PASSWORDHome

? I am trying to login with my correct employee number, why I am getting an error message?

Ans.Check that you are logging via the correct HR21 URL; there is one for each database.

> https://selfservice.hrms.sa.gov.au/PROD2/ (SA Health, DCSI, Families SA, EECSRSB or Renewal SA)

> https://selfservice.hrms.sa.gov.au/PROD1/ (All other Shared Sector agencies)

? How do I reset my HR21 password, do I contact HRMS or Payroll?

Ans. No, you can reset your own password via HR21. Refer to Support Resources located on this page.

?When I copy and paste the new password emailed to me, the password field turns red displaying a

message advising “Password is incorrect”. Why is this occurring?

Ans.

When copying the password you may have also copied a space. To fix, re-copy your password from

the email making sure there is no space included, for example:

? I have separate HR21 accounts for each employee number I hold – can these be joined?

Ans. No; each employee number identifies different records hence these are accessed independently.

Includes a space NO space

How to change your

password in HR21

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Enquiry Date defaults to today’s date.

You can view your leave balance for a

future or past date by changing the date

in this field.

Leave Balances

? Which balance do I look at to determine much leave I am eligible to take?

Ans.

Leave balances are displayed as follows:

• Accrual is the days/hours of leave you have accrued since your last completed service year.

• Entitlement is the day/hours of leave you have available as at your last completed service year

• Total is the sum of the Accrual and Entitlement values.

The Next Entitlement date is the date when you will next complete a service year for leave

purposes. Where employment conditions have changed throughout your tenure or Leave

Without Pay has been taken this date may differ between Leave Types and/or the anniversary

of your government start date.

Your entitlement eligibility depends on your employing Award. For PS Act employees, the leave

balances to view for your current entitlements are as below:

• Total Days and Hours for Recreation, Retention, and Sick leave.

• Entitlement Days and Hours for Long Service leave.

Refer to your HR area for further clarification on your entitlement to leave.

SUPPORT RESOURCES

TIPS AND TRICKS

Click the link below to find out more

leave accrual information specific to

your Agency.

FAQ.HR21

ABOUT LEAVE BALANCESHome

How to view your leave

balances in HR21

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> Any leave bookings processed in

prior to migration to CHRIS 21 can

not be cancelled in HR21. In this

instance, you must submit a manual

form to your Payroll Team for

processing.

> All leave booked through HR21

should be cancelled via HR21 where

required.

How to apply and cancel

leave in HR21

? How do I cancel leave that has been approved via HR21?

Ans.Yes; you can cancel approved Leave in HR21 leave via the Leave History screen. Refer to Support

Resources located on this page for a ‘How to’ on cancelling your leave.

? I need to change the dates of an approved leave application, can I do this in HR21

Ans. No; the details of approved leave cannot be amended, you must cancel the leave and re-apply.

? Why is an error message displayed when I re-apply for leave in the period I have just cancelled?

Ans.

Cancellations require manager approval before the leave is removed from your records. If your manager

has not approved the cancellation, you will receive an error due to the overlap of records:

Once the cancellation is approved (you will receive an email); the original leave record will be removed

from Leave History and you will be able to re-apply without error.

TIPS AND TRICKS

SUPPORT RESOURCES

FAQ.HR21

ABOUT LEAVE HISTORYHome

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How to apply and cancel

leave in HR21

SUPPORT RESOURCES

Where your leave application exceeds

your leave balance Total and the

Warnings message has displayed, you

have two (2) options …

To submit your

application, with

insufficient

entitlements

Click

To amend your

application, prior to

submitting

Click

? Can I submit a leave application if I have insufficient entitlements?

Ans.

Yes, a warning message is displayed when you submit the leave request and again when your Manager

is approving the request. Refer to the Tips and Tricks section for how to proceed:

? I received an error “Leave cannot start/end on...” why cant I submit the application?

Ans.

Leave applied for in HR21 must commence and conclude on a Working Day this will be in accordance

with your roster if part time and exclude public holidays and weekends if you work Monday-Friday.

Receiving this error when using Working Days to apply indicates your roster is incorrect in

CHRIS 21; please submit an approved Change Of Hours form to Payroll Services to have your

roster updated so you can apply for leave in HR21.

? How are the Days Taken and Hours Taken calculated?

Ans.For leave taken in Working Days values are determined by your weekly hours if fulltime, or roster if

part-time, excluding Public Holidays that fall on a day you are scheduled to work. For leave taken in

Calendar Days (i.e. LSL); hours per day equate to weekly hours/week days i.e. 37.5 / 7

? I submitted an application in error, can I cancel it?

Ans.Yes, you can cancel pending applications in the applications screen. Select the pending application

from the list and click Delete.

TIPS AND TRICKS

FAQ.HR21

ABOUT LEAVE APPLICATIONSHome

How to apply for leave in

part days in HR21

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How to apply and cancel

leave in HR21

SUPPORT RESOURCES

Email notifications are sent at each stage

of the leave application workflow.

> Applied

> Endorsed

> Approved

To identify the manager your application

has been sent to refer to the last email

notification received.

? My Manager can lo longer access my leave application submitted a week ago – why is this?

Ans. Leave applications are escalated to the next line manager if not actioned after 5 days.

? My manager is on leave how do I get my leave approved?

Ans.Your Manager can apply an Absent Manager prior to going on leave to forward leave requests to an

alternate delegate so they can be approved in their absence.

?The Absent Manager cant see the request I submitted prior to my Manager going on leave, how do I

obtain approval?

Ans.Existing requests are not forwarded. You will need to delete your “original” request for leave in

Applications, and then re-apply for the Absent Manager to receive and approve.

? Why was my application Endorsed not Approved by my Manager

Ans.The delegation to approve leave can vary based on the Leave Type, some applications may require

multiple stages of approval, refer to your Agency HR delegations for further details.

? How do I know if my application has been approved?

Ans.Once approved the record will be removed from Applications and display in Leave History; you

should also receive email notifications through the approval process.

TIPS AND TRICKS

FAQ.HR21

ABOUT LEAVE APPLICATIONS CONTINUED…Home

How to apply for leave in

part days in HR21

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SUPPORT RESOURCES

How to view and print your

payslip in HR21

Payslip and Payment Summary

Contact HRMS for questions or technical

support relating to HR21.

Phone: (08) 8462 1333, Press 5, then Press 2

Email:HRMSServiceManagement@sa.gov.au

? I can only see total values in the Payslip screen, can I access more details about my pay?

Ans.Yes; only a summary of your pay totals is displayed onscreen, to view the full details of your pay

simply click Payslip; your detailed printable payslip will open in a new window.

? Can I view / reprint a previous CHRIS 21 payslip?

Ans.Yes; just click on the pay period in the list beneath the payslip window; the summary details will

display. Click the Payslip button to open the payslip and reprint.

? I’ve clicked the Payslip button, but my payslip does not open, why is this?

AnsThe payslip should open in a new window, if enabled a pop-up blocker may prevent this, in some

instances a banner prompting to allow pop-ups for this site may appear. Refer to Support Resources

located on this page for a ‘How to’ on adding the HR21 site as a safe website.

? I cant make changes to the pop up blocker on my device, what should I do?

Ans.• If using a government computer, contact your ICT department to have the setting amended.

• If using a private device or different browser refer to the support resources available for the

device/browser in use.

TECHNICAL SUPPORT

FAQ.HR21

ABOUT PAYSLIPSHome

How to print/save your payslip

in HR21

View a HR21 sample payslip

How to add HR21 as a Safe

Website

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Go to the HR menu to view details on

your:

> Employment

> Licences

> Skills

> Training History

Within each of these screens you can use

the Print option, to print or save a copy

for your records.

? Can I use HR21 to find my current Position number and contract dates?

Ans.

Yes this information can be viewed in Employment Details. Each time there is a change to either your

employment conditions or the position that you occupy, a new record will be added to the so that the

date of the change is captured.

There may be multiple concurrent records with the same position number, to determine the

end date in a particular position refer to the record highest in the list.

? My Position title is incorrect how do I get this fixed?

Ans.Position information is determined by each Agency. If your position has been changed or is in correct

please contact your Agency’s HR team with the details.

? I cannot update my training history, skills or licences, why?

Ans.Any updates to the training history, skills or licences screens are processed by HR in the CHRIS21

system with the appropriate documentation. Please speak with your HR area in the first instance.

TIPS AND TRICKS

FAQ.HR21

ABOUT HRHome

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? If I can change my bank details what security is in place to stop a cyber criminal from doing so?

Ans.Changes to bank details require two-factor authentication; a validation PIN is required to authorise a

change to your bank account details. The PIN will be sent to your nominated 2FA number to ensure

you are person who can make changes to these details.

? Can I have my pay going to more than one bank account?

Ans.

Yes, you can have up to 5 secondary bank accounts.

Secondary bank account(s) are set-up as a Deduction, you can add these deductions in HR21, go to

Payroll > Deductions. Refer to Support Resources located on this page for a ‘How to’ on adding

personal deductions.

? What is a Pay Type?

Ans.Not all SA government employees are paid the same, some submit timesheets while others a paid

based on contract hours. Pay Type controls how you are paid defining your pay cycle; what

payments for which period are payable on a particular pay day.

For a period of 3 to 4 days in

the lead-up and during pay

week, a 24 Hour Lock Out is

in place whilst pay run processes are

performed. During this time, changes

to pay bank details are Locked Down.

TIPS AND TRICKS

SUPPORT RESOURCES

FAQ.HR21

ABOUT PAY BANK DETAILSHome

How to update your bank

details in HR21

How to create, change and

cease a deduction in HR21

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How to approve leave

requests in HR21

? When should I action leave requests?

Ans.

Requests should be action as soon as feasible. When an Application is submitted you will receive an

email notification, this is prompt to login and action the request.

A lock out restricting leave approval is applied fortnightly from 8pm on the Friday

preceding pay day till 5am the next Wednesday (4 business days).

? How do I view my employee’s leave balances before I approve their leave request?

Ans.Prior to approving a staff member’s request for leave, you can check their current and future dated

leave balances. From the menu select Managers and then Staff to view complete staff list.

? I did I received a Warnings message when approving a leave request?

Ans.

A Warning message displays, when the employee has insufficient leave entitlements. Refer to the

Tips and Tricks section for how to proceed:

? Why is my employee’s leave application, submitted a week ago no longer available to approve?

Ans. Leave applications escalate to the next line manager if not approved within 5 days.

To approval with

insufficient

entitlements

Click

To revise the

application and/or

reject

Click

In instances where the Warnings message

has displayed, you have two (2) options …

TIPS AND TRICKS

SUPPORT RESOURCES

FAQ.HR21

ABOUT LEAVE REQUESTSHome

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How to set your absent

manager in HR21

> Existing requests should be actioned

prior to setting an Absent Manager,

these will not be forwarded/

> On your return you must remove the

absent manager you nominated,

otherwise your staff members’

requests for leave will continue to be

sent to the absent manager, not you.

? How does the Absent Manager work and when should I apply it?

Ans.

Once applied an Absent Manager will forward new leave requests to nominated delegate, allowing

them to approve requests in your absence, it must be applied prior to going on leave.

The employee assigned as Absent Manager must be a peer in the reporting structure so not

to create a loop in the workflow.

? I’m the Absent Manager why can’t I access staff members’ outstanding requests for leave?

Ans.

The Absent Manager acts as a forwards, so requests submitted prior to you being assigned as Absent

Manager will remain with the original Manager. The staff member(s) will need to delete their

“original” Application and re-apply.

SUPPORT RESOURCES

TIPS AND TRICKS

FAQ.HR21

ABOUT ABSENT MANAGERHome

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? There staff member(s) missing from my staff list, how do I have this updated?

Ans.

The reporting relationships in CHRIS 21 define the staff list, discrepancies indicate these are not

correct. To have these updated contact your Agency’s HR team with the details of the missing staff

member(s) including their position number.

? I am a manager once removed, can I view the staff reporting to my direct reports?

Ans.Yes, your direct reports will be displayed in the staff list by default, you view the staff the report to

them by clicking on the expand button (+) adjacent to their name.

? My position is defined as Clerical Admin; how do I access the relevant staff list?

Ans.To view the list of staff reporting to the position for which you are Clerical Admin, select Clerical

Admin from the Relationship drop down, then click Go to display the staff list.

From the staff list you can enquire on

selected reporting staff records. When

you select a staff member from the list

you will take on their view, allowing you

to enquire on their;

> Employment Details via HR

> Leave Balances via Leave

> Leave History via Leave

> Emergency Contacts via Personal

Access to personal information

i.e. bank details is restricted

TIPS AND TRICKS

FAQ.HR21

ABOUT THE STAFF LISTHome

SUPPORT RESOURCES

How to access the Staff

List and Leave Planner in

HR21

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? Can I view a leave planner for all or some my staff?

Ans.

Yes the Planner is completely customisable, to build go to Staff and then select the staff member(s)

you want to view in the planner. Next go to Planner, and a leave calendar will display including the

staff member(s) selected. For detailed instructions refer to Support Resources located on this page.

Before accessing the Planner option,

you must first select one or more

staff members from the Staff option.

Otherwise you will receive an

Information pop-up message; refer

above image.

TIPS AND TRICKS

FAQ.HR21

ABOUT THE PLANNERHome

How to access the Staff

List and Leave Planner in

HR21

SUPPORT RESOURCES

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How to access WebFocus

reports in HR21

? How do I get access to WebFocus Reports in HR21?

Ans. If you required access please complete the HRMS Security Access Form (approval required).

? Why cant I see all of the employees required on the report output?

Ans.Your access may be limited to selected organisational levels i.e. cost unit; to have this update please

contact HRMS Service Management with the details access required.

? I don’t know the cost unit for my position, where can I find this?

Ans. You can view the organisational levels for your position in HR21, go to HR > Employment Details.

Contact HRMS for questions or technical

support relating to HR21.

Phone: (08) 8462 1333,

Press 5, then Press 2

Email:

HRMSServiceManagement@sa.gov.au

SUPPORT RESOURCES

TIPS AND TRICKS

FAQ.HR21

ABOUT WEB FOCUS REPORTSHome