Sample of a helpdesk email: - Government of New York



What to do when facing issues with NIMRS? First, don’t panic, most of the time NIMRS issues are related to a computer setting, an update that removed your preferences or simply the preferred browser is not being used. We will help you every step of the way. When it comes to supporting your call, and assisting you with the process of an incident within NIMRS, there are certain helpdesks that are better supported to assist you with your issue. Below, find the issue you are having, and when speaking with the helpdesk reference that specific helpdesk. This will assist the help desk in sending your ticket to the correct area so that your problem can be resolved in the quickest route.Issue Type(s)Request assistance fromWhat to supplyJustice Center (JC) Incident reclassificationsRegulatory clarificationsPlease email or call your respective Regional Clinical Risk Manager (CRM).Justice Center Incident Serial Number (ISN) a.k.a. JC Incident NumberJustice Center Incident TypeReason/explanation for reclassificationTraining RequestsLinking problemsIncorrectly assigned IncidentsJC incident issuesMissing incidentsOther technical or NIMRSWeb related issuesEmail fixit@its. and request ticket to be assigned to L3 HLTH-BUS OMHNIMRS OMHWhenever applicable:Facility NameJustice Center Incident Serial Number (ISN) a.k.a. JC Incident NumberNIMRS Incident NumberScreenshot of error messageSteps taken prior to arriving to error messageTraining request:The context for training neededSingle or groupPlanned dateRequesting access to NIMRS (New Accounts)Removal of access (Deactivation)Email fixit@its. and request ticket to be assigned to L3 ISO TSOPSEC OMHUser’s Name Contact number EmailAgencyRSA Token issuesPassword resetEmail fixit@its. and request ticket to be assigned to L1 HLTH-BUS PROVIDER HDUser ID Contact number EmailAgencyFor further assistance, please contact:Information Technology Services ITS Help Desk Email: fixit@its.Chat: : 844-891-1786Sample of a helpdesk email:Hello,Please assign the ticket to L3 HLTH-BUS OMHNIMRS OMH.I have been having issue locating an incident that was reported to NYS Justice Center from my facility queue….ID: ISTCKBMAgency: ABC Agency Phone: 518-867-5309Email: ISTCKBM@Thank you, John DoeAlways remember to look at NIMRS learning Center for additional documents and guides. ................
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