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HELP DESK PORTAL USER GUIDE – PROVIDERS3/12/18BDDS will begin permitting all providers to utilize the JIRA Help Desk Web Portal for all help deskticketing. When you have any system issue, a ticket will need to be created for assistance.This guide will provide instructions on how to create a ticket, what happens when your ticket has beensubmitted, resolution of a ticket, how to provide additional information and view all past tickets.Create a Ticket1. To access the Help Desk Web Portal to submit a ticket for assistance, open a browser windowand go to:https://dmha.fssa.in.gov/helpdesk/?div ddrs2. Enter your email address and click ‘Create Ticket’.If you have not yet been registered as a Help Desk customer, you will be directed to submit yourticket via email. Please submit your request to [email protected]. After this initial requestyou will be able to submit the ticket directly to JIRA.If you are registered as a Help Desk Customer, the new ticket screen will open.
HELP DESK PORTAL USER GUIDE – PROVIDERS3/12/183. The Customer Name and Related Provider field will automatically be populated when the newticket opens. These values are not changeable. If this information is incorrect, please note thatin the Description box below.Note: If you have only one choice for a field, the drop down will be grayed out. If a field is notgrayed out, you will need to choose from the drop-down options.4. Next, select the Related Application (descriptions in the table below) and enter any CCAddress Emails. These are REQUIRED fields.
HELP DESK PORTAL USER GUIDE – PROVIDERS3/12/18Select the application that most closely matches what you are having an issue with.Related ApplicationBDDS Portal – General – DDRSBDDS Portal – Monitoring Checklist - DDRSBDDS Portal – PCISP – DDRSBDDS Portal – Transition - DDRSBDDS Portal – ProviderCitrix – General - DDRSClaims – DA Billing – DAClaims – BDDS Billing - DDRSDocument Library – All – DDRSIFUR – All – DDRSLOCSI – ALL – DDRSPolicy – General - DDRSINsite – Fiscal – DDRSDescriptionPerformance, log in issues, navigationproblems and data consistencyAny issue related to the Monitoring ChecklistAny issue related to the PCISPAny issue related to a transitionAny issue related to a provider web toolPerformance, login issuesAny issue related to DA BillingAny issue related to BDDS BillingAny issue related to Document libraryAny issue related to the IFUR toolAny issue related to the LOCSI toolPolicy questions, issues or requestsRequest by individuals (through CaseManager) to move from the RHS Daily Rate tothe RHS Hourly RateCC Address EmailsEnter the email addresses for other people that you want copied on the correspondenceregarding the ticket. You must put a comma and a space between multiple emails.Example: [email protected], [email protected]. Select the Service Request Type and Severity of the ticket.Service Request Type (REQUIRED)This is a general categorization of the issue you are reporting. Although there are severalchoices, please only select one of the following that best fits your issue: Access Problem Question Performance Data IssueSeverityIf desired, indicate the severity level of the issue.
HELP DESK PORTAL USER GUIDE – PROVIDERS3/12/186. Finally, enter a Summary, Description and Attachments for your issue.Summary (REQUIRED)Please enter a brief description of the issue. Please do NOT include any PHI.Description (REQUIRED)AttachmentsUse the ‘Select File’ button to locate and upload any supporting documents such as screenshotsthat help illustrate your issue.7. Review the ticket information entered and click the ‘Submit’ button.What happens next?The ticket will appear in the queue for the Help Desk staff. The customer and any people who were inthe CC Box will receive an email acknowledging that the issue been received. The issue will be assigneda ticket number and it will be triaged and reviewed.
HELP DESK PORTAL USER GUIDE – PROVIDERS3/12/18ResolutionYou will receive an email advising you of the resolution and closure of the ticket. This email will also goto any individuals indicated in the CC box.Request for additional informationThe Help Desk staff may need additional information in order to resolve your issue. If so, you will receivean email with the requested information. To respond to this request, return to the Help Desk WebPortal (https://dmha.fssa.in.gov/helpdesk/?div ddrs) and enter you email address. Click on ‘ViewTickets’.Your recent tickets will be displayed showing the status of each. For tickets that need additionalinformation, the status will have a link that says ‘Waiting on Customer’.Click the link to respond to the request. The following screen will appear:
HELP DESK PORTAL USER GUIDE – PROVIDERS3/12/18Notes from the Help Desk Team willbe in the box at the top.Type the additional details in the boxat the bottom. Attach any relevantdocuments such as screenshots.Click Submit Update.After submitting the update, the Help Desk staff will review the ticket.View of all past requestsFrom the Help Desk Web Portal, you may view all past requests that you have submitted. To do so, ,return to the Help Desk Web Portal (https://dmha.fssa.in.gov/helpdesk/?div ddrs) and enter you emailaddress. Click on ‘View Tickets’.
HELP DESK PORTAL USER GUIDE – PROVIDERS3/12/18Your recent tickets will be displayed showing the status of each.
ticketing. When you have any system issue, a ticket will need to be created for assistance. This guide will provide instructions on how to create a ticket, what happens when your ticket has been submitted, resolution of a ticket, how to provide additional information and view all past tickets. Create a Ticket 1.
