This document is a guide to help users identify the appropriate contact according to the specific issue.
| Item Number | Issue | Contact |
|---|---|---|
| 1. | Access Request– New Employee Need U Number Mainframe Access (mark web license on form) *Logon Authorization Request for OKDHS Employees, (MID1) form 05SC003E is required to be signed by the requesting employee, immediate supervisor, and Decentralized Service Representative (DSR). The DSR submits the form to OMES. **For Temporary/GALT employees: Logon Authorization Request Supplemental Information, form 19SC001E is also required. | CAP – HR/Finance – CAPHRRequest – CAP HR Submitter Follow any and all instructions from internal CAP HR representative |
| 2. | Access Request – Existing Employee Need U Number Reactivated Employee Name Change or Office Location Address Change vFACS Access Mainframe/IMS Access Reactivation (mark web license on form) *Logon Authorization Request for OKDHS Employees, (MID1) form 05SC003E required to be signed by the requesting employee, immediate supervisor, and Decentralized Service Representative (DSR). The DSR submits the form to OMES. | For Mainframe/IMS reactivation and vFACS access issues: APS Tech Support Ticket Request: Click here to Submit a Ticket Ticket Category = IMS For Name Change or Office Location Address Change, CAP – HR/Finance – CAPHRRequest – CAP HR Submitter |
| 3. | Locked out of: OnBase Harmony MMIS iCE *Initial access to these applications is granted automatically at onboarding. *An APS Tech Support ticket with the employee’s U number and the specific application being requested is sufficient. Completion of the Logon Authorization Request for OKDHS Employees (MID1) form 05SC003E is NOT required. | APS Tech Support Ticket Request: Click here to Submit a Ticket Select the applicable Ticket Category = Harmony Reset OnBase Other (use this iCE and MMIS and specify which is being requested in the Ticket Detail) If initial access to OnBase was missed during onboarding, fill out this form OnBase Assistance Request Form |
| 4. | Access Deactivation – Employee Terminated/Resigned/Retired Need OKDHS account inactivatedNeed deactivation in Harmony | CAP – HR/Finance – CAPHRRequest – CAP HR Submitter |
| 5. | Locked out of Windows (Computer) | OMES self-password reset or chat: Go to https://oklahoma.gov/servicedesk.html and log in to the Support Portal. Phone Support: 405-521-2444 or 866-521-2444 |
| 6. | Locked out of IMS/Mainframe | Phone Support: OMES helpdesk 405-521-2444 or 866-521-2444 Email Support: ServiceDesk@omes.ok.gov If OMES says that there access has been cancelled, go to #2. |
| 8. | NOT able to access the InfoNet Note: Check ZScaler. If there are no issues with ZScaler, follow instructions on right. | Phone Support: OMES helpdesk 405-521-2444 or 866-521-2444 |
| 9. | New employee needs computer equipment or phone | Internal CAP HR Representative notifies Courtney.Fox@okdhs.org of all new hire EOD. |
| 10. | Reporting of any information security incident or breach | *DHS.INFORMATION.SECURITY or DHS.INFORMATION.SECURITY@okdhs.org |
| 11. | Reporting of spam email or suspicious email received in user’s DHS Outlook inbox | Click the “Phish Alert” button in the top right banner of Outlook |
| 12. | Access to any Shared Folders *Must include the specific folder name and path that is needed. | APS Tech Support Ticket Request: Click here to Submit a Ticket Ticket Category = Other (please be sure to specify in Ticket Details which folder) |
| 13. | IT issues not listed elsewhere on this document (Examples may be IT related issues with Microsoft Teams, Outlook, Adobe, etc.) | Reference the OKDHS Digital Pathways page on the Infonet to see if there is written guidance for the user’s specific issue:Tech and Telework Support (sharepoint.com)If unable to resolve after searching the issue on the Digital Pathways page, submit an APS Tech Support Ticket Request: Click here to Submit a Ticket |
| 14. | IT needs (Examples may be standard equipment needs such as an additional monitor, replacement equipment such as mouse broke, etc.) | Contact Support Services Coordinator (SSC) for assigned duty station. County SSC List: Digital Pathways – SSC – SSC-1 (sharepoint.com) Service Support division |
| 15. | OnBase issues for employees with current OnBase access (For employees needing OnBase access, see item number 3) | Check ZscalerReauthenticate ZscalerShutdown and restart computerDigital Pathways Onbase Information Page: OnBase Assistance Request Form |
| 16. | Phone issues or upgrade request | APS Tech Support Ticket Request: Click here to Submit a Ticket |
| 17. | Unable to access AVA on laptop and/or phone or need password reset. | APS Tech Support Ticket Request: Click here to Submit a Ticket |
| 18. | AVA deletions/AVA links not working eg. How To’s under ? | APS Tech Support Ticket Request: Click here to Submit a Ticket |
