AHIMA HelpDesk Support

Created by Kevin Schmidt - HCPro, Modified on Thu, 9 Oct at 3:08 AM by Kevin Schmidt - HCPro

This document covers the usage of the AHIMA Help Desk site and how to request support from AHIMA IT as well as check on the status of that report request.

NOTE: Creating a support ticket is an easy way to ask for help from the IT Department and is the governing system over work that the IT Department is working on at any given time. All work being requested of IT must start with a ticket. "Walk up" IT requests for support and other methods (i.e. direct emailing, chat in MS Teams, etc.) are highly discouraged. AHIMA IT personnel are required to have a ticket for all work they perform.

Review IT SLA (Service Level Agreement)

Follow the steps below to submit a ticket:

1. Ensure you have all relevant links, screenshots, steps or other information to support the issue you are encountering. Your assigned support representative will need to be able to repeat the steps you performed to recreate the issue you are experiencing.

3. Browse the solutions library for any self-help articles that may address your inquiry.

2. Submit a new ticket one of three ways:

Online at https://support.ahima.org/support/home. Click on Report an Incident in the center of the page, or New Ticket in the upper-right hand corner and complete the form to the best of your knowledge (during business hours).
Email your request support@ahima.org (during business hours).

Please note that if your request is urgent you must dial 312 - 233 - 1071 to get support after hours. Otherwise your ticket will be addressed on the next business day.

Ticketing Status:

New = New tickets that have not yet been addressed.
Open = Ticket assigned to a IT Group actively working on addressing.
Pending = IT awaiting response from requester (ticket submitter). Tickets marked as pending will automatically move to Resolved status if the requestor does not respond.
Planned = IT has communicated with requester on a time the ticket will be worked on.
Resolved = IT has addressed inquiry. Tickets marked as resolved will auto-close in 3 days if no response.
Closed = IT completed job and no additional work is needed.

Tickets Assigned to E78 Support:

The IT Department will frequently redirect level 1 tickets submitted by AHIMA Staff to E78 Support.

Things to keep in mind:

You will receive an email notification of the new assigned group and agent for the ticket.
Your original ticket submitted to AHIMA Support will be marked as "Pending" and will automatically close in a few days.

Dial 312 - 233 - 1071 (during business hours or for after-hours support)