TIMESHEET DISCREPANCIES DUE TO DIWA ISSUES

Last update: June 5, 2025

OBJECTIVE To acknowledge and properly document any changes on the work schedule of the remote contractor.

EFFECTIVITY  MAY 2024

Important things to remember 

• Timesheet discrepancies due to DIWA issues should either be reported to CRE/CDA real time or backed with screen shots of the issue encountered clearly showing the timestamp from the RC's computer/system tray.
• These issues are inevitable and not the fault of the RC. CRE needs to create a ticket via FD if the issue isn't resolved within 15 minutes from the time it was reported so that IT can investigate further and have it sorted.
• CDA WILL ONLY manually adjust the timesheet if there is a note from CRE suggesting the same or a clear screen shot as proof of the issue encountered by the RC backed with the FD ticket or proof of work.
• Ideally, CRE to add a note with the FD ticket as proof that IT has looked into the issue and is working on a possible solution.
• If the issue isn't resolved in an hour, CDA to email the client about the issue encountered and reassure the client that IT is working on a resolution as a priority.
• You can review the Timesheet page Manual published by IT thru this link.

I. Once DIWA issue disrupts the productivity tracking on RC's computer, CRE is expected to gather information by asking what the error message is and what actions were taken by the RC to have it resolved. You may refer to this guide for any issues caused simply by incorrect username or password. You have to remember that both the portal and DIWA use the same credentials.

II. Kindy ask the RC to send an email to support with the following details:

Screen shots

II. Add a note on the Timesheet of the RC thru the portal confirming that the issue was reported real time. You may also attach screen shots provided by your RC as additional proof. 

Frequently Asked Questions

1. RC reported that her DIWA got disconnected while she was on a call and just noticed the issue when he/she was about to take her break? What's the best thing to do in this scenario?

These instances are common especially because DIWA doesn't notify the RC via email or SMS whenever it gets disconnected. There are several reasons for disconnection such as fluctuating internet, server issue etc. 

Once you're faced with this situation, its best to ask your RC to take a screen shot of the disconnected DIWA including the time on their computer's system tray. It is ideal for the RC to provide proof of work during the hours when DIWA was disconnected. Ask the RC to compile these and add as an attachment to their timesheet adjustment notes. Alternatively, CRE can add a note to their timesheet on the portal and attach the screen shots if this will make it a better experience for the RC considering that the issue was brought about by our tool (DIWA)

2. Do we still need the client's approval for these type of issues?

We will spare the client from these concerns as it may affect their overall experience and impression about our initiatives.