TSS - Technical user support

Example

https://hee-nhs-tis.slack.com/archives/G010E91L89K/p1652714909319359

Probable issue

User tried logging in before having signed up.

Check

Have they signed-up? Check that they have an account in the Cognito user pool. If not, they need to be advised to sign-up before logging-in.

Example

https://hee-nhs-tis.slack.com/archives/G010E91L89K/p1653653204191109

Probable issue

User started signing up, but failed with the verify email element.

Workaround

Disable and delete user from Cognito user pool and ask them to sign-up again.

Example

https://hee-nhs-tis.slack.com/archives/G010E91L89K/p1653664259741699

Probable issue

User has not checked their spam folders.

Workaround

Assuming they have checked spam folders, disable and delete user from Cognito user pool and ask them to sign-up again.

https://hee-tis.atlassian.net/browse/TIS21-2176 to add logging of emails coming from Cognito to confirm they have been sent to the trainee.

Example

https://hee-nhs-tis.slack.com/archives/G010E91L89K/p1653904685843589

Probably issue

User inadvertently selected Authenticator app as the method for authentication, rather than the simpler SMS, and is not familiar with the mechanics.

Check

MFA methods for the user on Cognito, in case they selected the Authenticator App as the MFA method, but are expecting an SMS.

Example

https://hee-nhs-tis.slack.com/archives/G010E91L89K/p1652429171599089

Possible issues

1. they do not have the ‘DR in Training’ role assigned, or

2. their email address has been changed after their profile was first sync’d to TIS Self-Service, or

3. they are not using their TIS email address to sign up for Self-Service.

Check

1. Do they have the ‘DR in Training’ role? Look at the Role for the trainee in the Person table on TCS-PROD on Metabase (or look at the ‘Sensitive data’ tab for the person on TIS Admin).
   You may need to search by email address, name or GMC number, depending on what information comes from the local office or trainee.
   If not: their Local office needs to assign that role, and we will need to do a complete sync to add their profile to Trainee Self-Service.

2. Is their email address different on TIS Self-Service compared to TIS? (i.e. it has been changed in TIS after the user has signed-up to TSS)
   If it is, we will need to do a complete sync to update their profile in TIS Self-Service.

Example

https://hee-nhs-tis.slack.com/archives/G010E91L89K/p1653389930910269

Issue

Duplicate profiles (same email address) in the trainee.TraineeProfile Mongo collection, which prevents the correct account being linked to Cognito.

Workaround

Find the best looking TraineeProfile in the database, get its TraineeTisId, and add this as attribute custom:TisId to the Cognito account for the user in the Cognito user pool.

Example

https://hee-nhs-tis.slack.com/archives/G010E91L89K/p1653552917046179

Probable / Possible Issue

Check / Workaround

Example

https://hee-nhs-tis.slack.com/archives/G010E91L89K/p1653641991735899

Issue

Submitted a form, realised it wasn’t right, submitted another rather than contact their LO.

Workaround

Add custom Mongock migration to tis-trainee-forms to delete the form from the forms database and the JSON file from the S3 bucket.

Example

https://hee-nhs-tis.slack.com/archives/G010E91L89K/p1653649800804929

Issue

Safari version <15 datepicker issue.
There were other validation-type issues that are now resolved (where the back-end enforced validation that the front-end did not consider)

Workaround

Trainee will be advised now to use another browser, or update Safari.
Investigate Sentry logs (timestamps will guide investigation into trainee app cloudwatch logs)

If necessary, investigate better datepicker option.

TODO: consider better error messaging from back-end.

Example

Issue

Intermittent WiFi?

Connection to AWS service failed during log-in process?

Workaround

Ask trainee to try on a device directly connected to the internet (instead of over WiFi).

Refresh page (stale session).