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DMHRSi Problem Resolution Procedure

DMHRSi

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DMHRSi Problem Resolution Procedure

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    1. DMHRSi Problem Resolution Procedure December 2006

    2. DMHRSi “Problem” Types User Access New account Maintenance of existing account Error observed Data Discoverer Change needed New system functionality Change to existing system configuration/design

    3. Key Problem Resolution POCs Tier 0 Help Desk/Local IM Support – POC for errors or problems associated with an individual site or location Site Application Administrator (SAA) – POC for DMHRSi User Account access for an individual site or location DMHRSi Timekeeper, LCA Specialist, or Manager – POC for DMHRSi processes/questions Service Help Desk POC – responsible for overseeing help desk procedure to ensure service issues/interests are resolved efficiently MHS Tier 1 Help Desk – responsible for handling the initial help desk call/problem MHS Tier 2 Help Desk – responsible for the reported issues not resolved at Tier 1 Tier 3 Help Desk – responsible for the reported issues not resolved at Tier 2 and submitting Change Requests

    11. Change Request Definitions System Change Request (SCR): A request for a new or change to the existing requirement System Incident Report (SIR): A notification that an error has been observed in hardware, software or documentation Maintenance Change Request (MCR): A request for a routine change in data that supports the ongoing operation of the system Design Specification Request (DSR): A request for a change in the design or display of a current system requirement

    12. Configuration Management Procedure

    18. Questions?

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