user’s guide for service request tasks and
TRANSCRIPT
And
Click here for FAQ (use Ctl+click)
Version 3.0 updated October 17, 2018
2018
INTRODUCTION
IT Helps is Nebraska Medicine’s self-service portal for a variety of Information Technology services, including
Problem Tickets (PT) for reporting issues when an existing application or device is not performing as expected
and Service Request to order new services or equipment for a new employee or your department. Also, you will
be able to view your personal Ticket History to review current status of open tickets or older ticket history to
review.
The Service Request (SR) is the way to request system provisioning for a user or changes to a worker’s
environment. As you navigate through the Request Details, you will be presented with sub-tabs that pertain to the
different services and applications that IT offers. By simply checking the box of the needed service or
applications, after approval, the SR system will direct your requested items to the appropriate IT teams to be
reviewed and completed. With the SR system, you can request to create access to the Olympus domain,
including nebraskamed.com email, distribution lists, and access to a secure department shared network drive,
and much more. You will find most Business and Clinical Applications to select including One Chart Production.
Also, you are able to request new access or changes to the following services, Workstation (PC Support) for a
new PC or keyboard/mouse, also, you can request Telecommunications (phone) & Data Installation, and VPN
Remote access. You can also request One Chart improvements or enhancements to your current workflow or
access. You will now be able to submit a user’s Termination of IT services through a ticketing system for better
tracking
IMPORTANT: The Approval process requires a Manager, Director, or Administrator to approve each submitted
request via an SR email notification. Per Manager Approval, an alternate can be designated. Note,
Managers/Directors may submit and approve their own requests. The entire process is outlined in this document.
See Table of Contents on the next page for reference
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II IT Helps Portal Activities
a. SEARCH – look up requests or problem tickets that you have submitted or phoned the Help
Desk about
a. Requested by – who is requesting the SR
a. Request Type – selecting the type of request for the SR
b. Request for – who is the request for
a. User Lookup
b. Entering User Information
1. Employee Type (click here to see required information for each type)
1. Bellevue Med Employee
2. Nebraska Med Employee
3. UNMC Employee – Student
4. Non-UNMC Students / Visitor
5. Contract / Traveler / Vendor
c. Request Details
f. VPN – Remote Access
a. Changing or cancelling a submitted Service Request
a. Before Approval
b. After Approval
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IT Helps Portal To access the self-service portal, go to the now.nebraskamed.com home page and click on the Quick Link for Work Requests, then click on the IT Helps link provided there
Portal Activities
1. Search– by entering your Network login ID or Name in the open Search field and clicking on the Search button, your name and information found in the Remedy ticketing system will be viewable immediately below the Search box
a. If your information appears to be incorrect or needs an update, please email us at [email protected] tell us the desired changes to your profile’s information. This can be done quickly once we confirm the information and we will notify you when the updates have been completed
2. Activity sections a. Submit a Problem Ticket – click here to submit a self-service problem ticket when an
application or device is not working correctly – generally, the contact time after submission is one to two hours. If the issue concerns patient care/safety, you should contact the Help Desk at 9-7700 opt 2 to expedite the resolution to the issue
b. Service Request (All in One) – start here to submit a request for system access, equipment, or other services for a new or existing employee including a student, vendor, contracted help, or visitor
c. Ticket History – Click here to view the status of any of your current open tickets or recently closed ticket history. You can also view the status of tickets submitted by your manager or support staff, just enter their name instead of your own
d. System Enhancement – to submit a request to have your access to various systems enhanced or changed from your current security level, for systems such as One Chart, SharePoint, Lawson, Kronos and Intranet web forms
e. Nebraska Medicine Workstation Request – For your PC workstation related services, such as, requesting software purchasing and installation. Including requesting changes to or ordering a
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new workstation. From here you can request a new printer, data line installation or shared network drive request. Also, you can order accessories, i.e. mouse, cabling, a monitor, etc.
f. One Chart Access – If you only need to submit for One Chart access, click here to request access to our electronic health record system. NOTE: prior to submitting this request, if needed access is not READ ONLY, you will be required to enter a confirmed One Chart Training date to proceed. To request training date, contact our One Chart Training team at [email protected] to request scheduling classes. Entering a false date will only delay your request, please have an established training date.
g. Phone and Data Line – submit a request to order phone services, i.e. new phone service, update phone line, change the name displayed on the phone, etc. Also, you can submit for data line to be installed for relocated or new equipment (PC or printers…)
h. Move Request – click here to submit a request to move an individual or equipment that is not part of a larger project. Generally, to be used for a single move of an individual and/or related services/equipment (phone, PC, printer, etc.).
i. VPN Access – to submit only for Remote Access from your home or a remote location using a VPN grid card or token.
3. Quick Links – at the right of the screen are links that provide access to additional request systems, services or general information about the IT Helps portal
-Email the One Chart Training team -Communicate request to Data Warehouse -Epic printer/workstation request -Lookup archived legacy PWR requests -Communicate with Pager services -Request Facilities services/issues -Contact the Web On Call administrators -This document for IT Helps Portal information -Access Help Desk remote access session
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SERVICE REQUEST To submit a Service Request, click in the IT Helps portal Service Request Access activity box
- Remember, if you are requesting One Chart access, you MUST have a confirmed Training Date. You will not be able to complete the request without one. If you purposely supply a faux training date, you will only delay the request for build and you may be required to resubmit your request
- REQUIRED information is denoted by a single RED asterisk preceding the title, which must be supplied to continue
Requested By 1. Click inside the Search box and enter your
name, first initial last name, or your network ID
2. Your information should appear to the right and below, if the phone number listed is different, you can change it for this request. Note it will not change your profile phone number. To have this permanently changed, send an email with the correct information to [email protected]
Request Type 1. Select the type of request you are
submitting a. New User Access
i. New employee / new user ii. Transferring employee into
a new role b. Update Existing Access
i. Changing Access of a user that is retaining their current role/position within same department
c. Remove Access i. Remove specific access for
an existing user d. Name Change – IT changes only
i. NOT to be used for Lawson Human Resources notification – contact the HR Service Desk
ii. Enter a request for a user’s name change for all IT related services
e. Data Install/Telecom i. For Telephone and data
line services, i.e. changing the display name of a phone line
f. Termination – for IT notification only i. NOT used for Human
Resources (Lawson) notification – use current HR termination process
ii. Enter a termination notification to be sent out to IT ACCESS for IT systems
g. Transfer – Incoming department to submit
i. Notify IT of a current staff member that is transferring to a new department.
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h. Workstation Services i. Enter request for setup of a
new or existing workstation for new staff
ii. Enter request for purchasing of IT Hardware, Software, and related Accessories
iii. Request a data line activation or new data line
i. Move
i. Request for an employee and/or equipment move (PC, printer, or phone)
j. VPN i. Request a secure grid
card/token to have remote system access
k. One Chart i. Request One Chart access
only – no other services needed
Requested For Existing User Lookup
a. Click on the type of User (New, Multiple, or Existing) button
b. In the Search box, enter the user’s first initial and last name and click on the Search button. A list of potential user’s may appear, select the user if found. Note aliases or nicknames may not be recognized by the system and could produce a duplicate record for the user.
c. If the user is located in the Remedy system, their last known location and department information will be displayed to the right
New User Information a. If no information is returned, select
the Organization, Building, Department and Floor of where the user’s primary department’s is located
b. If Building or Department is not found, select Determine Building/Determine Department and enter into the Office space next to Floor so that the system can capture the new information and add it to the drop down list for future use
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c. Enter the user’s legal first and last name, alias’ or nicknames may not be recognized by the system and could produce a duplicate record for the user
d. Enter the user’s business email address and direct contact phone number
e. For password validation/reset process, IT requires the user’s month and day of birth, for all non- employees of Nebraska Medicine the last four digits of their social security number are required here as well.
f. For Hospital users, a list of Positions/Roles will be available to choose from. Select the one most appropriate. If you feel the desired position/role is missing from the list enter a note in the Comment section with details (include cost center and Lawson Position Title)
g. UNMC users will choose a Role from the list provided, if the specific Role or position is not found, find a similar role and enter the actual one into COMMENTS
h. Same As – if you know a co-worker or colleague that currently has the desired security, enter
EMPLOYEE TYPE – Who are you putting the request in for? Quick Links for Employee Type – click on the link below
Nebraska Medicine – Bellevue Medicine Nebraska Medicine Staff or Student UNMC – Staff or Student Non-UNMC Student / Visitor Contracted / Traveler / Vendor Private Office Clarkson College Staff or Student
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NM Bellevue Med Employee Request Type: New User Employee Type: Bellevue Employee Requested For Info: Use the drop down menus
lists to select the Organization, Department and coordinating floor level of the department. If Department is not found, select Department Unlisted and enter department name in the Office field beside floor. While not required, Employee ID and Same As (who should user’s access match) will help identify the new user and speed up the provisioning process
Required Information First and Last Name Employee Type Date of Birth – MM/DD only Cost Center Position Title
Requested For tab
Nebraska Med Employee Request Type: New User Employee Type: Nebraska Med Employee Requested For Info: Use the drop down menus lists to select the Organization, Department and coordinating floor level of the department. If Department is not found, select Department Unlisted and enter department name in the Office field beside floor. While not required, Employee ID and Same As (who should user’s access match) will help identify the new user and speed up the provisioning process Required Information First and Last Name Employee Type Date of Birth – MM/DD only Position Title
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UNMC Employee - Student Request Type: New User Employee Type: UNMC Employee Student Requested For Info: Use the drop down menus lists to select the Organization, Department and coordinating floor level of the department. If Department is not found, select Department Unlisted and enter department name in the Office field beside floor. While not required, Employee ID and Same As (who should user’s access match) will help identify the new user and speed up the provisioning process Required Information First and Last Name Employee Type Date of Birth – MM/DD only Position Title Administrator’s Full name
Non-UNMC Student/Visitor Request Type: New User Employee Type: Non-UNMC Student or Visitor Requested For Info: Use the drop down menus lists to select the Organization, Department and coordinating floor level of the department. If Department is not found, select Department Unlisted and enter department name in the Office field beside floor. While not required, an Email address, Business Sponsor’s name and Same As (who should user’s access match) will help identify the new user and speed up the provisioning process Required Information First and Last Name Employee Type VSAS – Check this box if full vetting of the individual has been completed by the submitter/department and there is signed legal documentation proving the individual’s identification and status. If box is not checked, there will be an Approval notice sent to Nebraska Medicine’s legal office for validation and you may be contacted to provide proper legal documentation (BAA, AA, or Contract) Date of Birth – MM/DD only Social Security Number Last 4 digits Position Title/Role Business Sponsor’s Full name Rotation Start and End dates
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Contract / Traveler /Vendor Request Type: New User Employee Type: Contract / Traveler or Vendor Requested For Info: Use the drop down menus lists to select the Organization, Department and coordinating floor level of the department. If Department is not found, select Department Unlisted and enter department name in the Office field beside floor. While not required, an Email address, Position Title or Role and Same As (who should user’s access match) will help identify the new user and speed up the provisioning process Required Information First and Last Name Employee Type Date of Birth – MM/DD only Social Security Number Last 4 digits Company Name Contracted End
Private Office Request Type: New User Employee Type: Private Office Requested For Info: Use the drop down menus lists to select the Organization and Department as shown in example Required Information First and Last Name Employee Type Date of Birth – MM/DD only Social Security Number Last 4 digits Office/Clinic Name Position Title/Role While not required, an Email address, and Same As (who should user’s access match) will help identify the new user and speed up the provisioning process
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Clarkson College Request Type: New User Employee Type: Clarkson College Requested For Info: Use the drop down menus lists to select the Organization and Department as shown in example Required Information First and Last Name Employee Type Date of Birth – MM/DD only Social Security Number Last 4 digits Position Title/Role Rotation Start and End dates While not required, an Email address, Business Sponsor’s name and Same As (who should user’s access match) will help identify the new user and speed up the provisioning process
Request Details - sub tabs Apps - check the box to select Business Applications
This is a list of standard business or operations type applications to be utilized by the user
a. There are a few that do carry additional costs to the department
i. Adobe Acrobat – full version ii. Crystal Reports – non IT
dept. iii. MS Office Suite iv. MS Project v. MS Visio vi. Snag-It
b. Other – If you do not see a particular application that you think should be listed on this page, click on Other and enter the name of the application in the Comments box
c. TIP box, find additional information about the entry by click on the question mark icon. Information may include notifying you of license fees or special instructions about the item
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Clinical Applications
This is a list of the standard clinical applications generally available via Citrix or PC based client
NOTE: To advance to a different Request Details
activities (Function, One Chart, Workstation, Data
Install, VPN, or Comments), click on the
corresponding tab. If you click on the NEXT button,
the system will take you to the Approval screen. To
go back, simply click on the Request Details tab and
select the activity for the needed services to
complete the detail and click on NEXT to submit for
the Approval process
Function Check the group of specialized resources for access to
1. AD Group – grant access to an Active Directory group
2. Create a User’s M Drive 3. Grant access to and map a specific secure
network drive/folder on a workstation 4. Mailbox Access Olympus – request access
to an email inbox other than the user’s own inbox
5. Distribution Lists – if user is to be included in a global address distribution list – or if a new Distribution list needs to be created
6. FTP – access to perform FTP file transfer protocol – granted only by IT
7. Equipment Removal – notify Workstation services for asset decommissioning and removal.
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One Chart Request access for One Chart Hyperspace Production for all, One Chart Link, OCP Community Connect, and for all Epic certified users and subject matter experts to Non-Production environments including Unix backend.
1. Click in the One Chart Access checkbox 2. Select the type of One Chart application
needed a. One Chart – Hyperspace
(Production) – this is the main live application for Nebraska Medicine EMR access
b. One Chart – IT Analyst Only, Exclusive for new IT One Chart Analysts. This entry includes request for One Chart Production, and non-production environments including Epic text access
c. One Chart – Link, made available to referring providers only, to monitor their patient’s – inpatient stay
d. Community Connect or One Chart Practice – made available for Nebraska Medicine partners to utilize Nebraska Medicine’s One Chart applications
3. If Hyperspace Production is selected, a pop- up will ask whether the needed access is View Only Yes or No
a. If Yes, Click Next b. Note, the user should review the
short instructional learning module in the Apollo training system. In the Apollo system, Search on “Hyperspace” and select the One Chart by Epic Overview module to learn basic Epic terminology and navigating the system
4. If No, a pop-up for a confirmed Training Date will appear. Click on the calendar button to the right and select the first day of One Chart Training as confirmed by the One Chart Trainers.
a. Backdating – at this time the Training calendar only allows for Today+ entry. If you need to enter a previous date, select today’s date and note the actual date in the COMMENTS section. This may delay the build process for access
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You can also request Improvements or Enhancements to your current One Chart screens and workflows
1. Click on One Chart Improvement… and a popup window will offer a Details box where you will be able to enter your request. Be sure to indicate the One Chart application or function, i.e. Scheduling, or ADT/Grand Central, you are working with as this will determine the assignment for the proper IT group
OBIX Users – Select the appropriate Obix application based on the User’s network login domain (UNMC or OLYMPUS)
Workstation Select those services and items needed from the Workstation services group. Please allow at least a two week timeframe for all workstation related orders.
1. Existing Workstation setup a. To be used when a vacated device
is reused for a new or transferring employee
b. Enter the name of the workstation, found on the Windows desktop
c. Enter any additional comments about the setup that the workstation technician will need to know about the desired setup
2. IT Purchases – Select the types of items needed and enter the details for each item – Hardware, Software, and/or Accessories
3. Printer Mapping – enter a networked printer to be mapped for the user – click on Add Printer and enter the path and/or name of the printer and click Okay
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4. Move – for a simple move, enter a Move request for Workstation equipment here. Click on Move and enter the noted information. If there are Telecom or Data lines involved, be sure to check the appropriate boxes below the room information.
a. For more involved, or multiple device moves that are not related to a project, you may enter an SR with a Move Request and attach a spreadsheet that contains the same detail information. You will be contacted by Workstation to coordinate all moves.
Data Install/Telecom To request a change in billing for Telecom, or Data Install Services. You can also request a telephone handset change, install a new data line or telecom setup, move related line or equipment or request a programming change or remove equipment and/or service completely.
1. Select the Service needed 2. Enter the function or type of work to be done 3. If associated with a project, enter the
Project Number and associated Cost Center# i.e. 100.7105
4. Select the function or type of work to be performed. Enter the requested information found in the popup form and click on Okay when form is complete. If you have questions, please contact your Telecom representative
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VPN – Remote access Request remote access from UNMC System Access Services.
1. Complete the form with all of the requested
information a. Missing information may delay your
request, be sure to complete all pertinent information
2. Be sure to read the compliance agreements at the end of the form and check the boxes to agree to the conditions and terms. Be sure to enter the associated Cost Center number, i.e. 100.7299
Comments Enter any additional details or instructions needed for this request to be completed. Attaching up to two documents is easy to do. Simply click on the Load button, Browse to the needed file(s) and click on Upload. The file should appear in the Comments section. If you decide to remove the attachment before submitting, click on Clear
Approval The approval process is built on the two electronic signature requirements for fiscal accountability and overall transparency. The Requestor being the first signature and the other being the Approving Manager or Director or a Manager designated alternate.
Submitting Approval
1. From the Requested For page, based on the Company, Cost Center and Position you selected, the cost center number and position name will appear, click on the drop down arrow and click on the entry then then a list of the Approvers on record for that cost center and position will appear. Select the preferred approver and click Okay
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Approval Notification and Sign-off
1. The noted approver will receive an email notification listing the SR#, the Requestor’s name.
2. A supplied link will be given to review the request. On that page a complete summary of the submitted request will be presented. The Approver is given three options
a. Approve – accept all requested items to begin processing – Requestor receives notification of approval with link of request when status of the request is viewable
b. Deny – decline of entire SR – Requestor is sent a notice of the denied request
c. Re-submit – the Approver is able to suggest additional items for this request and an email is sent back to Requestor to make adjustments to the request and resubmit for approval
IMPORTANT Information on Approvals
No Action on Approval If there is no action taken by the Approver in the first 24 hours, a second email will be sent for approval, and a third attempt will be made 24 hours after that If after the third attempt no action is taken, the request will remain as unconfirmed and the next Approver will be notified of the action required If no action is taken within 10 days, the request will be auto-cancelled by the system and the request will need to be re-entered, it cannot be re-opened
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Change an Approver or re-direct approval to a different Approver An approval may be redirected to a different approver. The person that the request is to be re- directed to must be an approver within the system
Cancelling a Request Before Approval If you’ve begun to enter a request and want to start all over or clear out the entire request, just press the F5 key to Refresh the form and the entire form will be cleared and ready for a new entry If the request needs to be cancelled in its entirety before it has been approved, then contact the selected Approver and tell them to DENY the request If there are portions of the request that only need to be changed or removed, contact the selected Approver and tell them to mark the request as RESUBMIT
After Approval Once the request has been approved, to cancel the entire request, you will need to contact [email protected] with the SR# and date it was approved To cancel portions of the request, contact [email protected] with the SR# and date it was approved, then list those items that can be cancelled within the request
Changing a Request A request can be modified any-time, before or after approval. Contact [email protected] with requested changes. Exceptions: The following are exceptions to requesting changes to a submitted SR are
a. If changes to the SR involve charges for services, software, or hardware, a new SR will need to be submitted and Approval for the expenditure will be necessary
b. An SR cannot be changed once the work has been completed and the SR is in CLOSED status, thus a new SR will be required
NOTES
Add your own notes or tips and tricks and share with us so we can post them on our FAQ page
Contracted Employees –
- Require a second approval from Nebraska Medicine Legal services to confirm signed contract is on-file
Visiting Students/Workers –
- In COMMENTS, include the Start date and End date of the rotation along with the name of the associated institution
I need to request
From the Request Details tab
USER IS NOT FOUND or INCORRECT INFORMATION IN THE SR SYSTEM When existing user is not found in the system, or the information for the user or myself is incorrect
The SR system is not tied to the Nebraska Medicine network or HR systems. If a user is not found or there is incorrect/outdated information showing for the user, Please send the correct information to [email protected] so that we can update the user’s profile
One Chart Hyperspace Production
Used for all inpatient and outpatient medical record access
Note: you MUST enter a valid Training date, If you enter a random date, this will delay your request until you speak with Training to arrange the appropriate training for the requested access
One Chart as an IT Analyst Only Used only for IT analysts, approved vendors and SMEs. This selection will include access to Production, non-production, Cache’, and Epic tools
One Chart – Link Used by approved Referring providers and their clinic staff
Community Connect – One Chart Practice Used for OCP partners
Change in One Chart Click on One Chart>One Chart Improvement/Enhancement, and enter the details of what is needed
Network (OLYMPUS) login account – all new employees are automatically given network login – Use this option for exception for contracted staff not found in Lawson
Click on Function>Network Access>Network ID - Olympus
Email for Nebraskamed.com - all new employees are automatically given email – Use this option for exception for contracted staff not found in Lawson
Click on – Function> Network Access> Email – Nebraskamed.com only
Replacement PC/Workstation -Allow 10 business days
Click on – Workstation>Existing Workstation, complete the pop-up information
New PC or New Printer or Mouse, Keyboard, headset, etc -Allow 10 business days
Click on Workstation>IT Purchases> select Hardware, Software, or Accessories> enter Cost Center # to be charged
Add or Map a Printer for my PC -Allow 10 business days
Click on Workstation>Printer Mapping>Enter Printer name and cost center for assigning of staff
Telecom Request Info Please allow a minumum of 10 business days for Telecom/Data and Workstation related request
Nebraska Medicine – New Employee Information for Kronos, and Lawson
For new Nebraska Medicine employees – because of automation, it is not necessary to request an OLYMPUS network login, email, or access to Lawson or Kronos
APPROVERS – Add/Update
If you do not find the correct role or job title or an Approver (Manager, Director, or Administrator), please email [email protected] and we will update the list as soon as possible
Managers/Directors may submit and approve their own requests
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SERVICE REQUESTED NOT FOUND
If you do not find the service listed that you are needing, from the Request Details tab, click on FUNCTION > OTHER > enter See Comments and click on the COMMENTS tab and enter your request details there
PROVIDERS and RESIDENTS E-Prescribing
Click here for FAQ (use Ctl+click)
Version 3.0 updated October 17, 2018
2018
INTRODUCTION
IT Helps is Nebraska Medicine’s self-service portal for a variety of Information Technology services, including
Problem Tickets (PT) for reporting issues when an existing application or device is not performing as expected
and Service Request to order new services or equipment for a new employee or your department. Also, you will
be able to view your personal Ticket History to review current status of open tickets or older ticket history to
review.
The Service Request (SR) is the way to request system provisioning for a user or changes to a worker’s
environment. As you navigate through the Request Details, you will be presented with sub-tabs that pertain to the
different services and applications that IT offers. By simply checking the box of the needed service or
applications, after approval, the SR system will direct your requested items to the appropriate IT teams to be
reviewed and completed. With the SR system, you can request to create access to the Olympus domain,
including nebraskamed.com email, distribution lists, and access to a secure department shared network drive,
and much more. You will find most Business and Clinical Applications to select including One Chart Production.
Also, you are able to request new access or changes to the following services, Workstation (PC Support) for a
new PC or keyboard/mouse, also, you can request Telecommunications (phone) & Data Installation, and VPN
Remote access. You can also request One Chart improvements or enhancements to your current workflow or
access. You will now be able to submit a user’s Termination of IT services through a ticketing system for better
tracking
IMPORTANT: The Approval process requires a Manager, Director, or Administrator to approve each submitted
request via an SR email notification. Per Manager Approval, an alternate can be designated. Note,
Managers/Directors may submit and approve their own requests. The entire process is outlined in this document.
See Table of Contents on the next page for reference
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II IT Helps Portal Activities
a. SEARCH – look up requests or problem tickets that you have submitted or phoned the Help
Desk about
a. Requested by – who is requesting the SR
a. Request Type – selecting the type of request for the SR
b. Request for – who is the request for
a. User Lookup
b. Entering User Information
1. Employee Type (click here to see required information for each type)
1. Bellevue Med Employee
2. Nebraska Med Employee
3. UNMC Employee – Student
4. Non-UNMC Students / Visitor
5. Contract / Traveler / Vendor
c. Request Details
f. VPN – Remote Access
a. Changing or cancelling a submitted Service Request
a. Before Approval
b. After Approval
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IT Helps Portal To access the self-service portal, go to the now.nebraskamed.com home page and click on the Quick Link for Work Requests, then click on the IT Helps link provided there
Portal Activities
1. Search– by entering your Network login ID or Name in the open Search field and clicking on the Search button, your name and information found in the Remedy ticketing system will be viewable immediately below the Search box
a. If your information appears to be incorrect or needs an update, please email us at [email protected] tell us the desired changes to your profile’s information. This can be done quickly once we confirm the information and we will notify you when the updates have been completed
2. Activity sections a. Submit a Problem Ticket – click here to submit a self-service problem ticket when an
application or device is not working correctly – generally, the contact time after submission is one to two hours. If the issue concerns patient care/safety, you should contact the Help Desk at 9-7700 opt 2 to expedite the resolution to the issue
b. Service Request (All in One) – start here to submit a request for system access, equipment, or other services for a new or existing employee including a student, vendor, contracted help, or visitor
c. Ticket History – Click here to view the status of any of your current open tickets or recently closed ticket history. You can also view the status of tickets submitted by your manager or support staff, just enter their name instead of your own
d. System Enhancement – to submit a request to have your access to various systems enhanced or changed from your current security level, for systems such as One Chart, SharePoint, Lawson, Kronos and Intranet web forms
e. Nebraska Medicine Workstation Request – For your PC workstation related services, such as, requesting software purchasing and installation. Including requesting changes to or ordering a
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new workstation. From here you can request a new printer, data line installation or shared network drive request. Also, you can order accessories, i.e. mouse, cabling, a monitor, etc.
f. One Chart Access – If you only need to submit for One Chart access, click here to request access to our electronic health record system. NOTE: prior to submitting this request, if needed access is not READ ONLY, you will be required to enter a confirmed One Chart Training date to proceed. To request training date, contact our One Chart Training team at [email protected] to request scheduling classes. Entering a false date will only delay your request, please have an established training date.
g. Phone and Data Line – submit a request to order phone services, i.e. new phone service, update phone line, change the name displayed on the phone, etc. Also, you can submit for data line to be installed for relocated or new equipment (PC or printers…)
h. Move Request – click here to submit a request to move an individual or equipment that is not part of a larger project. Generally, to be used for a single move of an individual and/or related services/equipment (phone, PC, printer, etc.).
i. VPN Access – to submit only for Remote Access from your home or a remote location using a VPN grid card or token.
3. Quick Links – at the right of the screen are links that provide access to additional request systems, services or general information about the IT Helps portal
-Email the One Chart Training team -Communicate request to Data Warehouse -Epic printer/workstation request -Lookup archived legacy PWR requests -Communicate with Pager services -Request Facilities services/issues -Contact the Web On Call administrators -This document for IT Helps Portal information -Access Help Desk remote access session
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SERVICE REQUEST To submit a Service Request, click in the IT Helps portal Service Request Access activity box
- Remember, if you are requesting One Chart access, you MUST have a confirmed Training Date. You will not be able to complete the request without one. If you purposely supply a faux training date, you will only delay the request for build and you may be required to resubmit your request
- REQUIRED information is denoted by a single RED asterisk preceding the title, which must be supplied to continue
Requested By 1. Click inside the Search box and enter your
name, first initial last name, or your network ID
2. Your information should appear to the right and below, if the phone number listed is different, you can change it for this request. Note it will not change your profile phone number. To have this permanently changed, send an email with the correct information to [email protected]
Request Type 1. Select the type of request you are
submitting a. New User Access
i. New employee / new user ii. Transferring employee into
a new role b. Update Existing Access
i. Changing Access of a user that is retaining their current role/position within same department
c. Remove Access i. Remove specific access for
an existing user d. Name Change – IT changes only
i. NOT to be used for Lawson Human Resources notification – contact the HR Service Desk
ii. Enter a request for a user’s name change for all IT related services
e. Data Install/Telecom i. For Telephone and data
line services, i.e. changing the display name of a phone line
f. Termination – for IT notification only i. NOT used for Human
Resources (Lawson) notification – use current HR termination process
ii. Enter a termination notification to be sent out to IT ACCESS for IT systems
g. Transfer – Incoming department to submit
i. Notify IT of a current staff member that is transferring to a new department.
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h. Workstation Services i. Enter request for setup of a
new or existing workstation for new staff
ii. Enter request for purchasing of IT Hardware, Software, and related Accessories
iii. Request a data line activation or new data line
i. Move
i. Request for an employee and/or equipment move (PC, printer, or phone)
j. VPN i. Request a secure grid
card/token to have remote system access
k. One Chart i. Request One Chart access
only – no other services needed
Requested For Existing User Lookup
a. Click on the type of User (New, Multiple, or Existing) button
b. In the Search box, enter the user’s first initial and last name and click on the Search button. A list of potential user’s may appear, select the user if found. Note aliases or nicknames may not be recognized by the system and could produce a duplicate record for the user.
c. If the user is located in the Remedy system, their last known location and department information will be displayed to the right
New User Information a. If no information is returned, select
the Organization, Building, Department and Floor of where the user’s primary department’s is located
b. If Building or Department is not found, select Determine Building/Determine Department and enter into the Office space next to Floor so that the system can capture the new information and add it to the drop down list for future use
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c. Enter the user’s legal first and last name, alias’ or nicknames may not be recognized by the system and could produce a duplicate record for the user
d. Enter the user’s business email address and direct contact phone number
e. For password validation/reset process, IT requires the user’s month and day of birth, for all non- employees of Nebraska Medicine the last four digits of their social security number are required here as well.
f. For Hospital users, a list of Positions/Roles will be available to choose from. Select the one most appropriate. If you feel the desired position/role is missing from the list enter a note in the Comment section with details (include cost center and Lawson Position Title)
g. UNMC users will choose a Role from the list provided, if the specific Role or position is not found, find a similar role and enter the actual one into COMMENTS
h. Same As – if you know a co-worker or colleague that currently has the desired security, enter
EMPLOYEE TYPE – Who are you putting the request in for? Quick Links for Employee Type – click on the link below
Nebraska Medicine – Bellevue Medicine Nebraska Medicine Staff or Student UNMC – Staff or Student Non-UNMC Student / Visitor Contracted / Traveler / Vendor Private Office Clarkson College Staff or Student
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NM Bellevue Med Employee Request Type: New User Employee Type: Bellevue Employee Requested For Info: Use the drop down menus
lists to select the Organization, Department and coordinating floor level of the department. If Department is not found, select Department Unlisted and enter department name in the Office field beside floor. While not required, Employee ID and Same As (who should user’s access match) will help identify the new user and speed up the provisioning process
Required Information First and Last Name Employee Type Date of Birth – MM/DD only Cost Center Position Title
Requested For tab
Nebraska Med Employee Request Type: New User Employee Type: Nebraska Med Employee Requested For Info: Use the drop down menus lists to select the Organization, Department and coordinating floor level of the department. If Department is not found, select Department Unlisted and enter department name in the Office field beside floor. While not required, Employee ID and Same As (who should user’s access match) will help identify the new user and speed up the provisioning process Required Information First and Last Name Employee Type Date of Birth – MM/DD only Position Title
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UNMC Employee - Student Request Type: New User Employee Type: UNMC Employee Student Requested For Info: Use the drop down menus lists to select the Organization, Department and coordinating floor level of the department. If Department is not found, select Department Unlisted and enter department name in the Office field beside floor. While not required, Employee ID and Same As (who should user’s access match) will help identify the new user and speed up the provisioning process Required Information First and Last Name Employee Type Date of Birth – MM/DD only Position Title Administrator’s Full name
Non-UNMC Student/Visitor Request Type: New User Employee Type: Non-UNMC Student or Visitor Requested For Info: Use the drop down menus lists to select the Organization, Department and coordinating floor level of the department. If Department is not found, select Department Unlisted and enter department name in the Office field beside floor. While not required, an Email address, Business Sponsor’s name and Same As (who should user’s access match) will help identify the new user and speed up the provisioning process Required Information First and Last Name Employee Type VSAS – Check this box if full vetting of the individual has been completed by the submitter/department and there is signed legal documentation proving the individual’s identification and status. If box is not checked, there will be an Approval notice sent to Nebraska Medicine’s legal office for validation and you may be contacted to provide proper legal documentation (BAA, AA, or Contract) Date of Birth – MM/DD only Social Security Number Last 4 digits Position Title/Role Business Sponsor’s Full name Rotation Start and End dates
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Contract / Traveler /Vendor Request Type: New User Employee Type: Contract / Traveler or Vendor Requested For Info: Use the drop down menus lists to select the Organization, Department and coordinating floor level of the department. If Department is not found, select Department Unlisted and enter department name in the Office field beside floor. While not required, an Email address, Position Title or Role and Same As (who should user’s access match) will help identify the new user and speed up the provisioning process Required Information First and Last Name Employee Type Date of Birth – MM/DD only Social Security Number Last 4 digits Company Name Contracted End
Private Office Request Type: New User Employee Type: Private Office Requested For Info: Use the drop down menus lists to select the Organization and Department as shown in example Required Information First and Last Name Employee Type Date of Birth – MM/DD only Social Security Number Last 4 digits Office/Clinic Name Position Title/Role While not required, an Email address, and Same As (who should user’s access match) will help identify the new user and speed up the provisioning process
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Clarkson College Request Type: New User Employee Type: Clarkson College Requested For Info: Use the drop down menus lists to select the Organization and Department as shown in example Required Information First and Last Name Employee Type Date of Birth – MM/DD only Social Security Number Last 4 digits Position Title/Role Rotation Start and End dates While not required, an Email address, Business Sponsor’s name and Same As (who should user’s access match) will help identify the new user and speed up the provisioning process
Request Details - sub tabs Apps - check the box to select Business Applications
This is a list of standard business or operations type applications to be utilized by the user
a. There are a few that do carry additional costs to the department
i. Adobe Acrobat – full version ii. Crystal Reports – non IT
dept. iii. MS Office Suite iv. MS Project v. MS Visio vi. Snag-It
b. Other – If you do not see a particular application that you think should be listed on this page, click on Other and enter the name of the application in the Comments box
c. TIP box, find additional information about the entry by click on the question mark icon. Information may include notifying you of license fees or special instructions about the item
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Clinical Applications
This is a list of the standard clinical applications generally available via Citrix or PC based client
NOTE: To advance to a different Request Details
activities (Function, One Chart, Workstation, Data
Install, VPN, or Comments), click on the
corresponding tab. If you click on the NEXT button,
the system will take you to the Approval screen. To
go back, simply click on the Request Details tab and
select the activity for the needed services to
complete the detail and click on NEXT to submit for
the Approval process
Function Check the group of specialized resources for access to
1. AD Group – grant access to an Active Directory group
2. Create a User’s M Drive 3. Grant access to and map a specific secure
network drive/folder on a workstation 4. Mailbox Access Olympus – request access
to an email inbox other than the user’s own inbox
5. Distribution Lists – if user is to be included in a global address distribution list – or if a new Distribution list needs to be created
6. FTP – access to perform FTP file transfer protocol – granted only by IT
7. Equipment Removal – notify Workstation services for asset decommissioning and removal.
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One Chart Request access for One Chart Hyperspace Production for all, One Chart Link, OCP Community Connect, and for all Epic certified users and subject matter experts to Non-Production environments including Unix backend.
1. Click in the One Chart Access checkbox 2. Select the type of One Chart application
needed a. One Chart – Hyperspace
(Production) – this is the main live application for Nebraska Medicine EMR access
b. One Chart – IT Analyst Only, Exclusive for new IT One Chart Analysts. This entry includes request for One Chart Production, and non-production environments including Epic text access
c. One Chart – Link, made available to referring providers only, to monitor their patient’s – inpatient stay
d. Community Connect or One Chart Practice – made available for Nebraska Medicine partners to utilize Nebraska Medicine’s One Chart applications
3. If Hyperspace Production is selected, a pop- up will ask whether the needed access is View Only Yes or No
a. If Yes, Click Next b. Note, the user should review the
short instructional learning module in the Apollo training system. In the Apollo system, Search on “Hyperspace” and select the One Chart by Epic Overview module to learn basic Epic terminology and navigating the system
4. If No, a pop-up for a confirmed Training Date will appear. Click on the calendar button to the right and select the first day of One Chart Training as confirmed by the One Chart Trainers.
a. Backdating – at this time the Training calendar only allows for Today+ entry. If you need to enter a previous date, select today’s date and note the actual date in the COMMENTS section. This may delay the build process for access
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You can also request Improvements or Enhancements to your current One Chart screens and workflows
1. Click on One Chart Improvement… and a popup window will offer a Details box where you will be able to enter your request. Be sure to indicate the One Chart application or function, i.e. Scheduling, or ADT/Grand Central, you are working with as this will determine the assignment for the proper IT group
OBIX Users – Select the appropriate Obix application based on the User’s network login domain (UNMC or OLYMPUS)
Workstation Select those services and items needed from the Workstation services group. Please allow at least a two week timeframe for all workstation related orders.
1. Existing Workstation setup a. To be used when a vacated device
is reused for a new or transferring employee
b. Enter the name of the workstation, found on the Windows desktop
c. Enter any additional comments about the setup that the workstation technician will need to know about the desired setup
2. IT Purchases – Select the types of items needed and enter the details for each item – Hardware, Software, and/or Accessories
3. Printer Mapping – enter a networked printer to be mapped for the user – click on Add Printer and enter the path and/or name of the printer and click Okay
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4. Move – for a simple move, enter a Move request for Workstation equipment here. Click on Move and enter the noted information. If there are Telecom or Data lines involved, be sure to check the appropriate boxes below the room information.
a. For more involved, or multiple device moves that are not related to a project, you may enter an SR with a Move Request and attach a spreadsheet that contains the same detail information. You will be contacted by Workstation to coordinate all moves.
Data Install/Telecom To request a change in billing for Telecom, or Data Install Services. You can also request a telephone handset change, install a new data line or telecom setup, move related line or equipment or request a programming change or remove equipment and/or service completely.
1. Select the Service needed 2. Enter the function or type of work to be done 3. If associated with a project, enter the
Project Number and associated Cost Center# i.e. 100.7105
4. Select the function or type of work to be performed. Enter the requested information found in the popup form and click on Okay when form is complete. If you have questions, please contact your Telecom representative
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VPN – Remote access Request remote access from UNMC System Access Services.
1. Complete the form with all of the requested
information a. Missing information may delay your
request, be sure to complete all pertinent information
2. Be sure to read the compliance agreements at the end of the form and check the boxes to agree to the conditions and terms. Be sure to enter the associated Cost Center number, i.e. 100.7299
Comments Enter any additional details or instructions needed for this request to be completed. Attaching up to two documents is easy to do. Simply click on the Load button, Browse to the needed file(s) and click on Upload. The file should appear in the Comments section. If you decide to remove the attachment before submitting, click on Clear
Approval The approval process is built on the two electronic signature requirements for fiscal accountability and overall transparency. The Requestor being the first signature and the other being the Approving Manager or Director or a Manager designated alternate.
Submitting Approval
1. From the Requested For page, based on the Company, Cost Center and Position you selected, the cost center number and position name will appear, click on the drop down arrow and click on the entry then then a list of the Approvers on record for that cost center and position will appear. Select the preferred approver and click Okay
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Approval Notification and Sign-off
1. The noted approver will receive an email notification listing the SR#, the Requestor’s name.
2. A supplied link will be given to review the request. On that page a complete summary of the submitted request will be presented. The Approver is given three options
a. Approve – accept all requested items to begin processing – Requestor receives notification of approval with link of request when status of the request is viewable
b. Deny – decline of entire SR – Requestor is sent a notice of the denied request
c. Re-submit – the Approver is able to suggest additional items for this request and an email is sent back to Requestor to make adjustments to the request and resubmit for approval
IMPORTANT Information on Approvals
No Action on Approval If there is no action taken by the Approver in the first 24 hours, a second email will be sent for approval, and a third attempt will be made 24 hours after that If after the third attempt no action is taken, the request will remain as unconfirmed and the next Approver will be notified of the action required If no action is taken within 10 days, the request will be auto-cancelled by the system and the request will need to be re-entered, it cannot be re-opened
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Change an Approver or re-direct approval to a different Approver An approval may be redirected to a different approver. The person that the request is to be re- directed to must be an approver within the system
Cancelling a Request Before Approval If you’ve begun to enter a request and want to start all over or clear out the entire request, just press the F5 key to Refresh the form and the entire form will be cleared and ready for a new entry If the request needs to be cancelled in its entirety before it has been approved, then contact the selected Approver and tell them to DENY the request If there are portions of the request that only need to be changed or removed, contact the selected Approver and tell them to mark the request as RESUBMIT
After Approval Once the request has been approved, to cancel the entire request, you will need to contact [email protected] with the SR# and date it was approved To cancel portions of the request, contact [email protected] with the SR# and date it was approved, then list those items that can be cancelled within the request
Changing a Request A request can be modified any-time, before or after approval. Contact [email protected] with requested changes. Exceptions: The following are exceptions to requesting changes to a submitted SR are
a. If changes to the SR involve charges for services, software, or hardware, a new SR will need to be submitted and Approval for the expenditure will be necessary
b. An SR cannot be changed once the work has been completed and the SR is in CLOSED status, thus a new SR will be required
NOTES
Add your own notes or tips and tricks and share with us so we can post them on our FAQ page
Contracted Employees –
- Require a second approval from Nebraska Medicine Legal services to confirm signed contract is on-file
Visiting Students/Workers –
- In COMMENTS, include the Start date and End date of the rotation along with the name of the associated institution
I need to request
From the Request Details tab
USER IS NOT FOUND or INCORRECT INFORMATION IN THE SR SYSTEM When existing user is not found in the system, or the information for the user or myself is incorrect
The SR system is not tied to the Nebraska Medicine network or HR systems. If a user is not found or there is incorrect/outdated information showing for the user, Please send the correct information to [email protected] so that we can update the user’s profile
One Chart Hyperspace Production
Used for all inpatient and outpatient medical record access
Note: you MUST enter a valid Training date, If you enter a random date, this will delay your request until you speak with Training to arrange the appropriate training for the requested access
One Chart as an IT Analyst Only Used only for IT analysts, approved vendors and SMEs. This selection will include access to Production, non-production, Cache’, and Epic tools
One Chart – Link Used by approved Referring providers and their clinic staff
Community Connect – One Chart Practice Used for OCP partners
Change in One Chart Click on One Chart>One Chart Improvement/Enhancement, and enter the details of what is needed
Network (OLYMPUS) login account – all new employees are automatically given network login – Use this option for exception for contracted staff not found in Lawson
Click on Function>Network Access>Network ID - Olympus
Email for Nebraskamed.com - all new employees are automatically given email – Use this option for exception for contracted staff not found in Lawson
Click on – Function> Network Access> Email – Nebraskamed.com only
Replacement PC/Workstation -Allow 10 business days
Click on – Workstation>Existing Workstation, complete the pop-up information
New PC or New Printer or Mouse, Keyboard, headset, etc -Allow 10 business days
Click on Workstation>IT Purchases> select Hardware, Software, or Accessories> enter Cost Center # to be charged
Add or Map a Printer for my PC -Allow 10 business days
Click on Workstation>Printer Mapping>Enter Printer name and cost center for assigning of staff
Telecom Request Info Please allow a minumum of 10 business days for Telecom/Data and Workstation related request
Nebraska Medicine – New Employee Information for Kronos, and Lawson
For new Nebraska Medicine employees – because of automation, it is not necessary to request an OLYMPUS network login, email, or access to Lawson or Kronos
APPROVERS – Add/Update
If you do not find the correct role or job title or an Approver (Manager, Director, or Administrator), please email [email protected] and we will update the list as soon as possible
Managers/Directors may submit and approve their own requests
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SERVICE REQUESTED NOT FOUND
If you do not find the service listed that you are needing, from the Request Details tab, click on FUNCTION > OTHER > enter See Comments and click on the COMMENTS tab and enter your request details there
PROVIDERS and RESIDENTS E-Prescribing