Critical or very important Issues should always be phoned in using 615-343-4357 (343-HELP). Priority 1 (Something is Broken. Top 10 Help Desk Tickets. We are also able to tailor urgencies for customers based upon clinical and business needs in a department. VUMC Finance application. IT Support: Contact information for VU and VUMC Help Desks Effective Oct. 1, Dell will provide Help Desk and clinical workstation support at Vanderbilt University Medical Center. Manage a help desk / follow issues. Search our knowledge base, ask the community or submit a ticket. 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. The user calls with their issue, a ticket is created; the ticket is completed / resolved Yolanda Redmond, Administrative Director, Purchasing, Systems, and Disbursements 60 Athletes Way N Mount Juliet, TN 37122-4440 615-343-5137 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. Browse Knowledge Articles. EOE/AA/Women/Minority/Vets/Disabled Ticketing is the way that a help desk records the actions that are taking place on each incident they are working with. Copyright ©2020 by Vanderbilt University Medical Center. Help Desk | Use the Ticket Center Help Desk is a platform developed by Lark for enterprises to integrate internal intelligent service accounts. 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. Monroe Carell Jr. Children's Hospital at Vanderbilt. Use the module Email Collector to scan input mailboxes and create tickets automatically. phone), you can create a ticket to continue the conversation via email.. To create a ticket, click the “+ New ticket” button in the Ticket dashboard in the Tickets section.. If you contact the Help Desk from one of these critical devices, the incident will be escalated more quickly. 1275: Budget form for grants and contracts. Executive Support Services; Help Desk; News & Events. Service Request – Routine request for software/hardware upgrade/maintenance or assistance. Help Is this affecting patient care, or is this mission critical? "If I have lost access to a file or accidentally deleted a file from my department share, how do I get it back?". Incidents for our field support team are prioritized based on the impact and the urgency of the issue. 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. Patient Safety is Affected) Select an urgency level for your ticket: It is recommended that you CALL the help desk at (34)3-HELP (34)3-4357 to report a critical issue, rather than using this interface. VUMC Finance Journal; Office of Finance. See the "Consider these service levels" tab below for details. The goal is to make sure we prioritize incidents properly in order to achieve a high level of service for our customers. 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. "Are incidents ever escalated automatically?" Service response is targeted to be within 8 business hours during regular business hours (7:30 a.m. to 6:00 p.m. Monday through Friday). Consider these Service Levels for your computer support request. 3401: 3401 West End Avenue, across Orleans from Crystal Terrace and home to the Informatics Dept. EOE/AA/Women/Minority/Vets/Disabled VUMC Finance application. Submit a request if you need access or an IT service performed. If your customer reaches out to you using a different channel than email (e.g. I Cannot Work), Priority 4 (Something is Broken. VUIT's goal is always to help you when you need it. Telephone Support For Telephone Repair Service, call (615)421-1611 Do not submit a Help Desk Ticket for telephone In addition to more specialized help, general support can be … It combines customer service provided by system auto-response and agent to provide enterprise services. Are you experiencing issues with a Clinical Application? Password. Create tickets automatically from emails. "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?" Yes, any incident can be escalated to Support Management. Service response is targeted to be within 12 business hours to perform work remotely or schedule an appointment for an on-site visit (7:30 a.m. to 6:00 p.m. Monday through Friday). Patient Safety is Affected) Patient Care or a Critical Business Function is Affected), Priority 3 (Something is Broken. "What does the ID on the yellow label mean?". 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