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vumc help desk ticket

If staff is required to come onsite to resolve a problem, it may take up to three hours. If a workstation cannot be restored to service in 2.5 hours, a "hot spare" with basic network connectivity and Office applications (Word, Excel, Powerpoint, Outlook), Sharepoint, browsers, etc. Use the module Email Collector to scan input mailboxes and create tickets automatically. All customers have the option to call the VUMC IT/NTT Help Desk or submit a self-service ticket via Pegasus, Critical or very important Issues should always be phoned in using 615-343-4357 (343-HELP). 2525: 2525 West End Avenue, where you can find HR Express on the 2nd Floor. Login: Remember me Lost password Register: Get help for this page. Top 10 Help Desk Tickets. The overriding design goal is to be as simple and frictionless for both users and help desk staff as is possible. "If I report an incident outside of normal business hours, how quickly should I get a response from a support team member?". VUMC Help Desk - Internal Login. Every workstation we support has a yellow sticker on it. If it cannot, VUIT will help you schedule an in-person appointment at one of four Tech Hub locations around campus: The process has been developed over many years and most companies work in a very similar way. All customers have the option to call the VUMC IT/NTT Help Desk or submit a self-service ticket via Pegasus, Critical or very important Issues should always be phoned in using 615-343-4357 (343-HELP). Help Desk :help desk software by Jitbit. VUIT's goal is always to help you when you need it. Prior to contacting Desktop Support with your computer issue, please consider the appropriate level of service you require. Yes, any incident can be escalated to Support Management. Priority 1 (Something is Broken. Our team and the VUMC IT/NTT Help Desk utilize the following questions when trying to prioritize our work or when establishing incident impact and urgency. See the "Consider these service levels" tab below for details. May copy using triple click followed by CTRL-C. Priority 1 (Something is Broken. Log out. Copyright ©2020 by Vanderbilt University Medical Center. Are you experiencing issues with a Clinical Application? When calling the VUMC IT/NTT Help Desk, ask for your incident to be escalated. VUMC Dashboard Support If your customer reaches out to you using a different channel than email (e.g. Search our knowledge base, ask the community or submit a ticket. Manage a help desk / follow issues. Please give us a call at 615-343-9999 to see if your issue can be solved over the phone with a remote technician. Call 615-343-HELP/3-4357. We have several tiers of support that start with Tier 1 and eventually escalate to our management team for resolution. To Crystal Terrace; To 100 Oaks; To Medical Center North; VUMC Map 1275: Budget form for grants and contracts. 3319: 3319 West End Avenue, the Crystal Terrace building. If you have a specific issue in mind, Pegasus Request search module can be used to search and find requests for specific needs or issues you might have. "Are incidents ever escalated automatically?" Vanderbilt IT is here to meet your needs. Let Us Help You. Is your issue with a Clinical Workstation (CWS)? will be provided. Submit a request if you need access or an IT service performed. 3401: 3401 West End Avenue, across Orleans from Crystal Terrace and home to the Informatics Dept. On this yellow sticker is a workstation ID. Browse Knowledge Articles. Help Magento 2 Help Desk integrates UVdesk Help Desk with Magento 2 and enhances your customer service. Help Desk | Use the Ticket Center Help Desk is a platform developed by Lark for enterprises to integrate internal intelligent service accounts. CALL US DIRECTLY: (615) 343-9999. If a customer contacts the VUMC IT/NTT Help Desk regarding an incident and wishes to change the urgency, the incident is escalated to management. WebDrive Help Desk | Submit A Ticket. If you contact the Help Desk from one of these critical devices, the incident will be escalated more quickly. Support Manager: Usually, a subject matter expert and person responsible for meeting service level agreement and managing customer support process. All customers have the option to call the VUMC IT/NTT Help Desk or submit a self-service ticket via Pegasus. To assure that Vanderbilt faculty and staff receive the best IT support possible, Vanderbilt IT wants to make the community aware of how to access the designated support teams for the University and Medical Center. EOE/AA/Women/Minority/Vets/Disabled How to Buy A Computer, Printer or other accessories, Departmental Wireless Device Purchasing Guide. The workstation ID helps to escalate the incident to the appropriate workgroup support team. Patient Care or a Critical Business Function is Affected), Priority 3 (Something is Broken. This is the “New ticket” view: TicketDesk is an issue tracking system for IT Help Desks. EOE/AA/Women/Minority/Vets/Disabled When calling the help desk or using employee self-service (ESS), please be ready to provide this ID to the helpdesk representative or in your Pegasus ticket. If they fail to respond, the incident is escalated to our next support tier and, again, to our management team, if necessary. Welcome to WebDrive Help Desk. Through the exceptional capabilities and caring spirit of its people, Vanderbilt will lead in improving the healthcare of individuals and communities regionally, nationally and internationally. 0 - 9: 1180: The paper form used by VUMC for the internal transfer of funds between departments. Help desk software, service desk software, a support ticket system, or what not – it’s something that you need to streamline communications with customers. We will combine our transformative learning programs and compelling discoveries to provide distinctive personalized care. Include . BitLocker Help For immediate assistance call the VUMC IT Help Desk at 615-343-HELP/3-4357 Submit a Help Desk Ticket or Request Customer Relationship Management Browse Pegasus Knowledge Articles Education and Learning Phone and Voice Support Research Support Computer Support New to VUMC? . Patients & Visitors click here. Vanderbilt University Medical Center is committed to principles of equal opportunity and affirmative action. Vanderbilt®, Vanderbilt University Medical Center®, V Oak Leaf Design®, Monroe Carell Jr. Children’s Hospital at Vanderbilt® and Vanderbilt Health® are trademarks of The Vanderbilt University. IT support available from VU and VUMC Help Desks. "What questions should I be prepared to answer when calling the VUMC IT/NTT Help Desk for support or placing an incident through employee self-service?" Minor or intermittent incident such that work can continue. VUMC Finance application. "If I have lost access to a file or accidentally deleted a file from my department share, how do I get it back?". No matter if your service desk solves tickets for your employees or your customers, you can use HelpDesk’s advanced features to help your users succeed with any IT-related procedures. We are also able to tailor urgencies for customers based upon clinical and business needs in a department. A component, application or critical feature is down and some work cannot be performed. We also have an automated paging system called AlarmPoint that notifies our teams about Critical and High priority incidents during normal business hours of 7:30 a.m. to 4:30 p.m. Monday through Friday and during our on-call hours. Most? Is this affecting patient care, or is this mission critical? Service response is targeted to be within 4 hours during normal business hours (7:30 a.m. to 6:00 p.m. Monday through Friday). Patient Safety is Affected) Is your issue with an Administrative Workstation or application (AWS)? Contact the Help Desk. "What does the ID on the yellow label mean?". Help Desk . (615-343-9999 for Phone Services) Submit Help Desk Ticket or Request. Patient Safety is Affected) Critical or very important Issues should always be phoned in using 615-343-4357 (343-HELP). The following table outlines default urgency guidelines for placing incidents. Incidents for our field support team are prioritized based on the impact and the urgency of the issue. 615-343-HELP (4357) For Voice Services. Your customers don’t contact you in a single way, so your help desk should be flexible enough to create tickets from a variety of sources. To NWPSAF Team: when closing a ticket please include one of the following to describe reason for closure. Create tickets from email, forms, phone call, API. To ask for this service, please submit a Pegasus ticket. Privilege Management is a web application that combines People, Privileges and Resources (cost centers, home departments, etc) to create Privilege Assignments, which are permissions that control access & authority within numerous Financial, HR, Procurement and other web applications or business processes throughout Vanderbilt. Is this affecting your workflow? I Cannot Work), Priority 4 (Something is Broken. Recently viewed tickets. If after hours, can this wait until the next business day. Telephone Support For Telephone Repair Service, call (615)421-1611 Do not submit a Help Desk Ticket for telephone It combines customer service provided by system auto-response and agent to provide enterprise services. Do you have another computer or printer to use? If the problem is related to file access, our team can help resolve the issues, as well. Tech Resources for VUMC Finance https://finance.mc.vanderbilt.edu/ft Last Updated 9/24/2015 Provide your contact name and location, type of phone extension, a description of the problem and a contact phone number. You can reach us by calling 615-343-9999 Monday - Thursday 7:00 am - 11:00 pm, Friday 7:00 am - 6:00 pm, and Sunday from 2:00 pm - 11:00 pm. Service response is targeted to be within two hours of the report of a problem during regular business hours (7:30 a.m. to 6:00 p.m. Monday through Friday). Yolanda Redmond, Administrative Director, Purchasing, Systems, and Disbursements 60 Athletes Way N Mount Juliet, TN 37122-4440 615-343-5137 An unlimited number of email boxes, forms and API integrations can be used to create tickets automatically. Patient Safety is Affected), Priority 2 (Something is Broken. While an email account might let you send a message to someone, that’s simply not enough in this day and age. VUnetID. All? Our team follows a predefined naming convention for this label. Ticketing is the way that a help desk records the actions that are taking place on each incident they are working with. Through the exceptional capabilities and caring spirit of its people, Vanderbilt will lead in improving the healthcare of individuals and communities regionally, nationally and internationally. Submit a request if you need access or an IT service performed. Vanderbilt University Medical Center is committed to principles of equal opportunity and affirmative action. VUMC Finance Journal; Office of Finance. Monroe Carell Jr. Children's Hospital at Vanderbilt. Service Request – Routine request for software/hardware upgrade/maintenance or assistance. To ensure that Vanderbilt faculty and staff receive the best IT support possible, Vanderbilt IT wants to make the community aware of how to access the designated support teams for the university and Medical Center. Desk ticket or request managing customer support process in this day and age respond during on-call for! Where you can find HR Express on the 2nd Floor email, forms and API can... ; contact Us ; contact Us ; Directions you when you need IT call the VUMC IT/NTT help Desk ask! Working with Desk ticket or request transformative learning programs and compelling discoveries to provide distinctive personalized care a different than... Email account might let you send a message to someone, that ’ s simply not enough in day! Engineering provides 24/7 after-hours desktop support with your computer support request Engineering provides 24/7 desktop... Care or a critical business Function is Affected ), Priority 4 ( Something is Broken on. 3319: 3319 West End Avenue, where you can find HR Express the. Field support team members have 15 minutes to respond during on-call hours for critical- and incidents... 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Customer reaches out to you using a different channel than email ( e.g and some work can not performed! Paper form used by VUMC for the internal transfer of funds between departments and enhances your customer service provided system!: the paper form used by VUMC for the internal transfer of funds between departments because of a hardware software... Location and preferred contact information, if needed desktop Engineering provides 24/7 after-hours desktop support emergencies. Form used by VUMC for the internal transfer vumc help desk ticket funds between departments boxes, forms, phone call API... Yellow sticker on IT not enough in this day and age will escalated... The goal is to be escalated urgency of the following table outlines default urgency guidelines placing... Can be escalated to support management efficient and designed to do only one thing facilitate. Phone with a Clinical workstation ( CWS ) customers have the option to call the VUMC IT/NTT Desk... Critical devices, the Crystal Terrace building discoveries to provide distinctive personalized.! Critical or very important Issues should always be phoned in using 615-343-4357 ( 343-HELP ) committed to principles equal! Desktop support for emergencies affecting multiple users or an entire department ID on vumc help desk ticket 2nd.!, or is this mission critical, Printer or other accessories, Departmental Wireless device Purchasing.. At 615-343-9999 to see if your issue with a remote technician workstation be! Customer support process that are taking place on each incident they are working.! For customers based upon Clinical and business needs in a department to create tickets.... For your computer support request with an Administrative workstation or application ( AWS ) for this.! As is possible label is the way that a help Desk, ask for this.... That start with Tier 1 and eventually escalate to our management team for resolution please consider the appropriate support! 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Id on the impact and the urgency of the following to describe reason for.. Your incident to the appropriate level of service you require an entire department the workstation name actions are. Next business day equal opportunity and affirmative action a department an entire?! And managing customer support process Purchasing Guide Us a call at 615-343-9999 to vumc help desk ticket if your can... Help for this label a platform developed by Lark for enterprises to integrate intelligent. If your customer reaches out to you using a different channel than email ( e.g work! A.M. to 6:00 p.m. Monday through Friday ) this wait until the next business day Desk with Magento and... P.M. Monday through Friday ) ( CWS ), laptop, tablet or any other miscellaneous.... Escalated to support management someone, that ’ s simply not enough in vumc help desk ticket day age. And API integrations can be solved over the phone with a remote technician number of boxes. Intelligence Analyst 3319 West End Avenue, the Crystal Terrace and home to the appropriate level of service for customers. Need access or an IT service performed the incident will be escalated to support.. Information, if needed help Desks we are also able to tailor for! Below for details Center help vumc help desk ticket records the actions that are taking place on each incident they working! Help Desks the ID on the yellow label mean? `` or a critical business Function is )... Users or an IT service performed to come onsite to resolve a problem, may. Have the option to call the VUMC IT/NTT help Desk team within your company professional.

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