HelpDesk Support Ticket Assign Group Guide

Created by Kevin Schmidt - HCPro, Modified on Thu, 9 Oct at 3:11 AM by Kevin Schmidt - HCPro

HelpDesk

Assign to Group: E78 Helpdesk

Assign to Agent: E78 Support

Set status: Pending

Access to Drive folders
Add printer to laptop
Admin Access (Grace, Sharepoint, HR listing)
Adobe Acrobat license (Director/VP auth required for addt'l purchase)
AHIMA email distribution list update
AHIMA sales inbox access
Aptify staff account – new user account
Aptify remote gateway server error
Bitlocker key access to device
Brightkey user(s) onboard or offboard
Computer/device order for new hire
Computer won't start (auto-repair start up notice; reference ticket #7839)
CCURE 900 server issues
Dev Aptify access on remote.ahima.org
Docking station request
Enabling Calls in Teams
KnowBe4 access
Laptop charger – request for replacement
Locked computer
Locked out of server
OneDrive Issues
Org Contact Card update / Staff title change in Outlook
Outlook calendar access
Outlook inbox access
Outlook troubleshoot
Password assistance (including Board member reset)
PerformancePro access
Phish emails (security threat)
Respondus (file/project folder) download or troubleshoot on computer
Server app installation updates
SPSS install
Stream recording inaccessible
Snagit license (Director/VP auth required for addt'l purchase)
Teams cam/mic troubleshoot
Monitor troubleshooting
Webcam connection (new/external)
Undeliverable emails/bounce backs
Visio license (Director or VP authorization required)
VPN connection issues

Enterprise Application Support

Team members: Rose Mary, Carmel, Judith, Adam

ACEP error / update requests
ACCESS community request for access
- Validate user has active membership
- Staff access >> process complimentary professional membership
Aptify: New view request
- Share documentation
- Walk staff through how-to
Aptify: Unbatched $$
Auto-reply notification updates
Bulk order codes
CC payment errors (PayPal fraud)
- Update status to Planned
- Assign to Rose Mary
CC issue re customers unable to complete orders:
- Review order fraud alert
- Next steps: Check against frauds list (accounting entity >> suspected frauds)
Course completion error / CEUs not populating (D2L/Aptify)
Credential deletion (JP)
CEU import request
CEU / self review issues (reference ticket #6556)
Duplicate/dual credentials showing as primary
- Only one credential should be marked as primary
- Next steps: align cycle dates (certification issue)
Dynamics license (requires VP authorization)
Dynamics new /update field
Dynamics training
Donation issues
Duplicate record merge
Ebook access
Estore portal configuration
GL entries for digital products errors
- Sign in/out
- Next steps: Validate deferred income amount is not missing
Haugen (CourseMill) course access issue
Kit product backorders & dummy products (reference ticket #7057)
Learning center error: "This section is not properly set up for the selected class"
Meeting type update
- Live Webinar >> Webinar
- Reference SQL documentation in Helpdesk Solutions
myAhima : issues with functions within myAhima or unable to access
Product missing from webstore
- Validate product set up
- If escalation required, send to Development team
Refund request >> Forward to Finance
Return / Refund error on order
Report serve subscription updates
SAGE: not SSO; managed by Finance / company ID: AHIMA2020 (case sensitive) + usernames are case-sensitive. inquiries beyond login >> Forward to Byron Williams. url can be found on Grace intranet
Staff unable to search records
Webinar missing in estore
- Check order for estore ID
- If estore ID missing, requires manual sync of order to estore
- If manual sync does not fix issue, requires reprocess of order with webinar estore campaign

Database Team

Team members: Min, Musa, Rose Mary

Addresses and accounts to flag
Backorders not transmitting
BI: Hubspot alerts
BI trainers for committees updates
Credential cycle clean up
Data Warehouse alerts
Delay in reinstatement of credentials
Discount field error (reference ticket #7272)
Fraudulent purchases
Haugen Academy expired user updates
Hubspot integration / member sync issues
PowerBI report/dashboard request
Recert banner appearing for renewal certs (reference ticket #7256)
Report missing data
Royalty split payment adjustments in Aptify
SQL/query/report request on reports.ahima.org (new or update)
SQL server job system alerts
PearsonVue name change not transmitted
PowerAutomate flow request / edit
Wolders Kluwer Royalty report

Development Team

Team members: Angus, Min, Francisco

Authentication errors (advanced B2C, cms @ myAHMA)
Aptify: confirmation email development / errors
Aptify: Flows error
Affinipay transaction error
BoK website
CEU process
Checkout process
CIOX website
CSS update requests
Est. Shipping costs
Exam application update
Exam codes error
Foundation website access issue
HotJar tag
Hubspot domains
Issues unsubscribing emails via profile
Integrations
Journal quiz score errors
Missing AHIMA ID on record
myAHIMA membership banner ad updates (Angus)
my.ahima.org updates and errors (non content)
my.ahima.org cookies
Pricing errors
Swiftype
Text update on refunds & returns page (Angus)
Umbraco
Walsworth
Webstore cart errors

Internal Infrastructure Team

Team members: Gilbert, Paul

3M not working / updates
- If using 3m.ahima.org, trying using 3m-usa.ahima.org
[INFO] Accounts Disabled alerts
Adobe license
Admin access
Aptify access
new users, AVD/virtual desktop
Chicago office town hall set up
Clintegrity/Nuance
Dock station request
Drive access
Dynamics Sales enterprise license assign
Email address - create new
Equipment issues
Extend admin permissions to consultants (AHIMARDP-Test)
Inbox access
IP address
Laptop set up / password / issues
Locked account troubleshooting
myAHIMA SITE is DOWN or unresponsive
New Hire onboard/Offboard
Outlook email access
Phone number request - internal staff
Remote access issues
Server reboot
Staff directory issues/ update
VPN support
Visio access

Web Content Management Team

Team members: Robin Rojajewski

Umbraco access and updates ----
----- Web content add-ons / edits / new pages
- ahima.org
- international.ahima.org
- ahimafoundation.org
- aoe.ahima.org
- conference.ahima.org
- vlab.ahima.org
- hipweek.ahima.org
- After September 2023 - bok.ahima.org
Conference website and app on Cadmium platform
AHIMA micro-credential landing page logo updates
Google analytics - web traffic tracking
Hiding webpages
UI changes
Award pages
BoK launch
C6
Events pages updates (CA Leadership, Advocacy Summit, etc.)
Feathr tracking
sponsorship form
FAQs
gHealth
Hubspot access
Logos/banners/graphics
Online store images
PDF file links on web or any broken links
Press releases

Web page functionality request

Misc.

iSolved : not SSO : account/login questions go to. FocusHR Customer Service : 520-721-6777 : hr@focushr.net
Office supply request (i.e. new headset, keyboard) >> Forward to Facilities@ahima.org
SAGE : not SSO; managed by Finance / company ID: AHIMA2020 (case sensitive) + usernames are case-sensitive. inquiries beyond login >> Forward to Byron Willams byron.williams@ahima.org
url can be found on Grace intranet or https://www-p02.intacct.com/ia/acct/login.phtml
Bucketlist access : HR (Linda Sala)
Concur : not SSO : for password resets/account setup : Yvette.Powell@ahima.org / for 2FA help : e78
Conga : is SSO : user access first requires license approved by Legal. Then follow Solutions for Conga setup