TSheets - FAQ

• For further information on how the time entries duration is calculated, please visit this article: Time Entries Duration Rounding
  
  
  

• Coordinate any changes or corrections with the OM/Pinkerton POC.
  
  
  

• Send a message to GAM Help using the Help function, found at the bottom left of the screen. Be sure to provide GAM Help with a USR number or matter number and the Invoice number.
  
  
  

• In this scenario, please reach out to your Pinkerton POC requesting that they verify if the time and expenses were properly captured in TSheets. If the red bar error message still remains after your Pinkerton POC confirms that the data was captured properly, please reach out to GAM Tech Support by submitting a ticket through our Help Center or use the Help function, found at the bottom left of the screen.
  
  
  

• The time or expenses may have been captured on another invoice, either draft or submitted. Please check if you have an invoice that overlaps the dates with the invoice you are working on.
  
  
  

I’m trying to submit an invoice, but there are time/expense entries missing.

• The missing entries were pulled into another invoice.
  • The GAM will not allow the same time/expense entry to be present in more than one invoice. In this scenario, if the time/expense is present on another invoice which was already submitted, it will not be possible to edit the invoice to remove the entry.
    
    
  • If the entry is present in another invoice in a Draft status, you can edit the invoice by clicking the blue pencil icon, then check the box on the left side of the entry and click the “Delete” button.
    • By doing this, the entry will only be removed from the invoice and will be made available to be pulled into another invoice.
      
      
• Error message (red bar at the top) upon clicking Update from TSheets
  • In this scenario, please reach out to your Pinkerton POC requesting that they verify if the time and expenses were properly captured in TSheets. If the red bar error message still remains after your Pinkerton POC confirms that the data was captured properly, please reach out to GAM Tech Support submitting a ticket through our Help Center or use the Help function, found at the bottom left of the screen. 
    
    
• Incorrect clock in/out times or expenses

  • In this scenario, please reach out to your Pinkerton POC requesting that they verify if the time and expenses were properly captured in TSheets.
    
    

  • If the entries need corrections, please request your Pinkerton POC to make those corrections in TSheets. TSheets entries can’t be edited from within GAM.
    
    

  • Once the Pinkerton POC confirms that the corrections were made, it will be necessary to delete all entries from your invoice and click Update from TSheets again for the new corrected entries to be pulled in.
    
    

• Time and expense entries were pulled in, but some entries are missing

  • In this scenario, please verify if your invoice’s date range includes the full range for the entries.
    
    

  • If the missing entry is an overnight shift, we suggest that the invoice’s date range is adjusted to include the day when the shift ended.
    
    

  • If the missing entries are expenses, please reach out to your Pinkerton POC to verify if the expenses were properly captured in TSheets.
    
    

• My time/expense entries were duplicated upon clicking Update from TSheets

  • This scenario usually happens with overnight shifts, due to the shifts getting broken into 2 entries (one entry until midnight and another for the next day).
    
    

  • If there are expense or time entries being duplicated, you can check the box on the left side of the entries then click the Delete button to remove them from the invoice.