Momentus @ UT - Frequently Asked Questions and Troubleshooting

The purpose of this section is to provide a space to document questions about Momentus, whether it be about what the software can do or troubleshooting steps. I also highly encourage checking the Momentus Support Center forums for question you might have regarding issues or the platform as well. I’ve found quite a few helpful threads with relating to issues either Admins have brought to me or things I have encountered myself.

1 Momentus FAQ
2 Momentus @ UT - Basic Troubleshooting Guide
- 2.1 User Management

Momentus FAQ

General Access and Configuration

Can any web browser be used to access Momentus?

It technically can be, however it works best for Google or Safari. When it comes to add-ins for some reporting for back office, only Google will support the extensions needed.

Our approvers would like to be able to send emails from a shared alias - is that an option?

You can allow Users or Roles to have access to use a shared alias to send out emails, however there is a little set up to do it. I have assigned all generic CSU View Roles (single acronym roles, for example CCC View Role) to be assigned the Access Privlelege allowing them to use the function, but if you want one of your specific roles you might have created to have access to it, you will need to assign the correct privelege to the View Roles only.

To learn how to assign the access, add the shared alias, and then use it from an email template, please see the Send an Email on Behalf of Another User guide from the Momentus Support Center.

What is the difference between a professional and express user?

A professional user can perform actions and has access to all functions of the platform, whereas express users have limited capabilities. For example, a user assigned the professional user type can approve spaces, however an express user cannot. For more information on what an express user, please see this help article from Momentus. Most users at UT will be assigned the professional user type, but if you only need the user to have access to reporting and won’t perform any actions, you can assign them the express.

I need to make a field in Momentus (non UDF) required for my users. Is there a way to do it?

Field Restrictions can be placed on most fields in Momentus to protect, hide, or make them required. If you know the section you want to enable these on, you can hit Edit Layout from that screen and select the over the field you want and it will take you to the Field Restriction screen. Click add and most of the information will pre-populate, so just assign the role(s) and type.

Another option is to go to the Field Restrictions section and add it from scratch. You will need to fill out the Subject, the Field in question, associate the role(s), and the type.

I want to update my Organization’s Logo, for reports, etc. How can I change it?

You can update the logo by going to the Organization section in Momentus Under the System Administration, and changing the image for your Org. This article from the support center details some of the best pixel ratios.

Our Space Approvers would like to receive an email when a space has been requested - is that an option?

Aside from periodically checking the Momentus platform for New Requests, you can assign Space Accounts to a space and the *SPCACNT to the Confirmation Email Section in the OSB. This will allow a user or shared e-mail alias to receive the same confirmation e-mail the OSB has been assigned to send out when a user submits a request. Only one account can be assigned, so we recommend a shared alias for spaces with more than one approver.

First, navigate to the OSB you want to configure, and make sure it is sending out confirmation e-mails and there is a template assigned.

Then select Manage Confirmation Emails and add the *SPCACNT Account and save.

Please Note: It is important that you choose the Space Account rather than select an account from Momentus. This is will ensure that only the approver(s) will receive the notification when their space has been selected, rather than when any space has been.

The following steps will need to be done one by one, as Momentus doesn’t allow you to change Space Accounts in bulk.

Next, navigate to your Spaces and select the one you need. Then locate the Account Field and type in the name or use the Advanced Search. Here you can add a single user or a shared email alias. Once you have made the assignment hit save.

If using a shared email alias, please make sure the contact record has been created first.

I used to be able to view documents in Momentus, but am unable to. What happend and how can I fix it?

Momentus utilizes Web-Addins and Plug ins for their document viewing. If you recently acquired a new laptoc/pc, there was a recent upgrade to Momentus or perhaps a browser, there is a chance those items require a new version.

Here are some articles on how to install the needed items: Replace the Office Add-In, Outlook Add-In and/or Excel Reporting Add-In for Office/Outlook/Excel Reporting and/or Ungerboeck Web Add-In for step-by-step instructions on how to update your software.

Two important notes:

Some of these are locked behind Administrator rights to the University issued device and you might need the help of your IT Department to install them.

Apple OS does not support those as they are made for Google Chrome browers. You will need to acces an Android device (at this time).

I need to add more than one contact or account record at a time, is there a way to do it?

Momentus has the ability to mass import contact records if needed. In some cases, depending on how you structured who is allow access to your OSB portals (like Dual-Degrees or classifications from other colleges), you may need to add users to your Organization since they will not have a contact/account record in the system if they are not a part of your CSU.

You can follow the steps from Import Accounts and Contacts guide in the Support Center to add them. I would recommend starting the import in the test environment before using it in the production.

Some items to keep in mind:

Make sure the email matches what is in the directory
Make sure the EID is correct
Make sure the name matches what is in the directory
Make sure the column headers are aligned with what you need
Verify the account type is correct and the do not override is checked (on the contact record after import)

After you have completed the import and verifed the data is correct, especially the Do Not Overide, request the user(s) to log in. You can verify their log in via the Audit Log or looking to see if a new public user account was created in the user’s section.

I need to add a Fiscal Calendar year - how do I set it up?

The Momentus Financials team advised Orgs that are billing clients should have fiscal periods open and created for current years. You can follow the steps below to add them. For more information on Fiscal Periods, you can visit the Momentus Support Center.

Setting up Fiscal Periods are not only vital for accurate revenue reporting but will also cause errors if you try to bill without them. Org Administrators are responsible for the maintanence and creation of these for their CSU.

Search for Fiscal in the menu and select Fiscal Calendar. This will allow you to create more than one period at a time.

Select Add and enter the start date the type (monthly), and the # of periods. Be sure to create one for General Ledger and Receivables, at minimum. Then click OK.

Be sure you are closing the previous period before setting the new one as your current.

Online Space Booking

Am I able to set up logic-driven questions (UDFs) for our OSB?

At this time, Momentus is not able to set up logic driven questions, however they will be implementing dynamic questions with the rollout of the new UI for their OSB portals in 2025.

I added a space to my OSB but why will it not show up in the reservation portal?

The two main items to ensure a space will show up on the OSB will be to check and make sure it is on the OSB you are testing, and verifying there is both a min/max capacity assigned to the space. If the space was recently added to the OSB, clearing your cache or giving the platform a few minutes to refresh might also clear up the issue.

Can I assign two different incoming event or booking statuses to an OSB?

OSBs are either reservable or requestable by nature. Momentus doesn’t not allow for different incoming statuses on a single OSB.

Can events be automatically cancelled by the requestor (if enabled in the My Events page) rather than requested?

While the user can cancel the booking, unfortunately events must have someone come in and cancel them manually (through the Event Cancellations section). We have provided this as feedback to Momentus, especially when it comes to spaces that are reservable.

Workflows and Reporting

Can event or booking reports be automatically sent out to certain individuals?

Currently there is a limited functionality when it comes to automatic reporting. Advanced permissions are able to pull some reports in the Event Management and Coordination / Reports section of Momentus. Some examples are Bookings by Booking Start Date and Space Bookings by Day.

How do I retire a space in Momentus?

We always recommend never deleting a space so you have historical data regarding it. To retire a space, you will want to follow the steps below:

First, remove the space(s) from the OSB configurations they are a part of. This will ensure no user will be able to request it from the public-facing side.

Then, navigate to the space(s) and uncheck bookable and visible.

Visible → Means an internal user can see this space in back office.

Bookable → Means an internal user can book this space in back office.

After you have completed those three steps, the space will be what we qualify as retired. To reinstate the space, you will just need to add the space back to the OSB(s) and check the Visible/Bookable boxes.

I created an event in back-office for a user, but it is not showing up in the user’s My Events list. Is there a way to associate it?

If you have created an event for a user in the back-office, you can assign an OSB so they user can see it as well as make changes (if you have that enabled in your OSB configuration). Remember, all events that are submit through the portals the users have access to will automatically assign the OSB. You can add the OSB Configuration column to your view to get a quick glance of what has been assigned and where.

Start by navigating to the Event and right-click the event and select Tools then Assign to OSB. The system doesn’t allow for editing multiple when it comes to assigning the OSB.

Once the user refreshes, they should now see it populate in the My Events.

How do I offboard an administrator or internal user from my Organization?

First, you will need to determine whether the individual is leaving the University or is stepping down from the admin role, but will still be a part of your organization.

These steps can be used to audit your department for both Internal Users and Administrators no longer using the platform. Highlighted fields below must be addressed at minimum to avoid incorrect counts during audits.

Standard Offboarding- Checklist

In the User section, you will want to locate and change the following fields in the different tabs.

General Tab

Check the Retired checkbox

Remove the Auth Config

Remove the Group Affiliation

User Preferences & Defaults

Remove associated Theme

Unassign the User Type

Uncheck Activity Notifications

Access and Security

Uncheck Momentus/ Phone/Mobile Access

Change Access Level to Public*

Change Activation Status to Inactive

Remove associated Roles (Especially Org admin role)

Dashboards

Remove affiliated Dashboards

Access VS No Access for OSBs

CSU’s have not one but two layers of SSO. At most, you have to have an active UT EID to access through the Momentus - UT SSO to log into the platform, unless you are allowing external clients.

If the user is still within your org and will need access to the OSBs, you can leave the contact record as is.

If the user is no longer with your org but still at the university, there are a few items to keep in mind. Most CSUs have other sets of rules that check to see whether the user is a part of the organization and if they are not, it will prevent them from accessing the portal. There are a few instances though that could give them access though:

Make sure the user’s Do Not Override checkbox is not checked. Some units are manually managing their users, and if you have that box checked, that means the SSO doesn’t overwrite the data on log in like it should.
As a safety precaution, you can always go under the contact record and uncheck the internet log in option, especially if you allow external users to submit requests via a sign up/external OSB link.

Statuses

What are the different statuses for Events and Service Orders? Is there a difference for usage?

Below you will see a table providing some form of definition for the both Event and Service Order statuses. It is up to the Org to determine what statuses their users should be applying, since workflows change from CSU to CSU. Statuses are shared across all orgs and if a new status needs to be created, a request and reason must be provided to the System Administrator.

Status - Event	Description
Request	This status can be used to denote an event has been received and no review has taken place.
Pending	This status can be used to denote an event is under review or might need more information before approval.
Waitlist	This status can be used to denote an event was requested for a space that might not be immediately available but might be in the future.
Confirmed	This status can be used to denote an event has been reviewed and approved.
Blocked	This status can be used to denote if spaces need to be blocked for any reason. i.e) Holidays, maintenance to spaces, etc.
Ready to Invoice	This status can be used to denote an event has all service orders completed and it ready to be invoiced.
Invoiced	This status can be used to denote an event has been invoiced but payment has not been applied or received.
Settled	This status can be used to denote an event has been completed and all invoices have been paid.
Unresolved	This status can be used to denote an event has not been completed due to any circumstances deemed by department/client.
Cancelled	This status can be used to denote an event has been cancelled an no charges need to be collected.
Declined	This status can be used to denote an event has been denied approval for taking place. Apply most relevant Cancellation Reason.
Conflict	This status can be used to denote an event is requesting to take place but conflicts with another event for the same space and time.
Cancelled with Charges	This status can be used to denote an event has been cancelled but charges need to be collected.
Lost	This status can be used to denote an event was lost and apply most relevant Cancellation Reason.
Archived	This status can be used to denote an event is no longer active and is being kept for record keeping.

Status - Service Orders	Description
Active	Active class statuses are available during the add and edit order process.
Hold	Hold class statuses have no special restrictions and are for informational purposes only. This is often used for orders awaiting approval or payment.
Closed	Closed class statuses are available during the close order process. You cannot edit or cancel closed orders.
Cancelled	Cancelled class statuses are available during the cancel order process. You cannot edit cancelled orders.
Cancelled With Fees	Cancelled with Fees class statuses are available during the registration cancel order process. When an order uses a status with this class, a pre-configured cancellation fee is automatically added to the order when it is cancelled.
Settled	The service orders have officially been completed and paid.*
Ready to Invoice	The service orders are ready to invoice.*

*These statuses were created to assist in specific workflows a few departments have.

Momentus @ UT - Basic Troubleshooting Guide

User Management

I have added a new user, but they are unable to send confirmation emails or manage service orders and receive a personnel account error. How can I fix this?

When a new user has been added to the system, a personnel account alias needs to be added to their account. This can be done by going to the user’s contact record and associating their back office user account to the contact or, if they do not have a contact record, creating one from the user screen.

Personnel Association via pre-Existing Contact Records

When associating via pre-existing Contact, locate the individual associated the backoffice account you need to adjust, and set the User Field in the General Tab to match the record of the back office user.

If the User Field is greyed out, head to the Details Tab, set the Personnel Field to Active and apply changes, and then proceed to the step above and save.

Personnel Creation through Users

This route are for users that do not have a contact record already within Momentus. By adding it here, you will open another window where you will need to add the contact’s information.

This should only be done if the user does not already have a record on file.

Locate the User Record to edit, then select Actions>>Tools>> and Add Personnel Account.

From there enter the First and Last Name, EID, and email and save your work.

One of my users reported having issues accessing an OSB. What troubleshooting steps can I take to assist?

If a requestor is having trouble accessing the OSB, there could be a few different reasons, and it is dependent on the error they receive. Here are some steps you can run through when attempting to troubleshoot:

Please do not manually create a new account or contact for the user. If the user is affiliated with UT Austin, their account will be created or updated automatically when they log in via SSO. If you have created a manual user, please purge the account before moving on to the next troubleshooting steps.

Confirming correct OSB links are being used – ensuring they are indeed a part of your college that should have access. They should always be accessing a SSO generated link that prompts them for their EID.
Changing account types when needed as some account assignments have to be manually managed. You can always review your OSB Access Charts for a refresher.
Cross-referencing Account/Contact Records and the User Account to make sure the information aligns with what the UT Directory has listed or what is in Workday/SIS. SSO is based on what information is being pulled from those sources, and if they do not match, this can cause log-in issues.

In the Contacts section: Verify the EID, email, and name are all correct. The UT Directory usually lists their information. However, you can also confirm with the requestor their email in the SIS or Workday.

In the Users section: Clear out the filters before you search since it will default to the view you use. Here, you will want to make sure the Org matches your Organization, and the email matches what is seen in the UT Directory.

Clear out the User field in the account/contact record, save it, and then have them try to log in again.

Make sure the Internet Logon check box is selected.
Activating a personnel account in the contact/account record.
Make sure the Communications field in the contact record only has the email information of the contact in question. Incorrect merges can cause issues, and emails that don’t belong to one another can get mixed and cause log-in issues.

After these fixes are attempted, it’s always a good reminder to have them clear their cache or try to access the platform through an incognito window.

I have a back office user that is having issues accessing the Momentus platform. What steps can I take to troubleshoot?

If you find a back office user is having trouble accessing the application, you can follow the below steps to troubleshoot the issue:

First, confirm they are using the correct link: https://utaus.ungerboeck.net/prod/app85.cshtml
Ensure the user is not set to Retired.
Make sure they have been assigned a Professional or Express user type.
Verify the User’s information and make sure it matches. Since we utilize SSO, the email address and EID have to match or they will have issues logging in. While all UT affiliates have UT Emails, some will default to using gmail or another UT alias.
- There are a few ways to verify email addresses:
  - Navigate to the UT Directory and check what email they have listed.
  - If no email is visible, confirm with the user on what email is their default. The can check in their Workday Account or from the UT Austin Office365 - Account Management Portal.
  - You can also have them log into your OSB and check what the email is updated to in their contact record, as that pulls from Workday/SIS.
Ensure they have been assigned at least the Event Management Role and their Personnel Account listed upon logging in. There are three Event Management Roles (Student, Internal, and Admin) to select from and each have their on restrictions on what they are able to do in the system.
Check that a Theme and Auth Configuration have values. Themes vary by department and the Auth Configuration should be set to SSO.
Having the user clear their cache is another way to correct issues when logging in, especially if the account was just created.
Sometimes a clean slate is best, so deleting the user and recreating has proven to be effective as well. Just remember to disassociate the personnel account before you attempt to delete or it will return an error.

I have a back office user seeing “You do not have access to __” on their dashboard. What steps can I take to troubleshoot?

There are a few items to consider when it comes to users being unable to see information. Below you will find a few areas to check when troubleshooting:

Make sure the Dashboards and the Views have the correct Users or Roles assigned. Ocassionally you might find that someone updated either and set the Access Type incorrectly when it was saved.

Check the User Record and make sure they have been assigned:
- A Professional or Express User Type
- The Event Management and CSU-Related View Role.

After making any changes, it’s good practice to have them clear their cache prior to logging back in to check.

A user has mutiple accounts - what should I do?

Due to the import, or perhaps someone accidentally creates another in back office, there are times when you might run into a contact having more than one record. Understanding the relationship between accounts and contacts is an important first step to the troubleshooting process, so if you need a refresher you can see the support article here.

You can follow the below steps to help with troubleshooting:

First step would be to merge the account into another by following the steps here. Below you will find some items to keep in mind when you are merging:
- Merging should be from one individual account to another. A good indicator something is an organizational account is if you don’t see the First, Last Name Field or an EID Field. You can also select Edit Layout and the top will reveal at the top left of the menu.
- Make sure the name, email, EID, address, etc mostly match between the accounts.
- It’s best to merge an account that doesn’t have a user field into another with the EID or the account where the First, Last Name field is input correctly. You can also verify the last updated/changed on to see when the account was recently accessed.
Purging the duplicate account is another option, though if there are events tied to it, you will be unable to sucessfuly request the purge. You will have to move the events over to the user before you can proceed.