Tech Support: What Is The Help Desk

Sometimes users just need someone to support them when they have an AKHMIS question or problem. Never fear - the AKHMIS Help Desk is here!

Every Monday through Friday, from 8:00 am 4:00 pm Alaska Time, ICA staff are available on our AKHMIS Help Desk. The AKHMIS Help Desk is closed for holidays. Users will be notified in advance of these closures through the newsletter and on the Alaska ICA website.

Contact us using the Email Help Desk or e-mail AKHMIS@icalliances.org. Help Desk requests are routed to the appropriate team member who will respond within two (2) hours. Emails and forms are used to efficiently prioritize requests received and to organize and prepare the actions needed to serve the user best.

When emailing the Help Desk, please provide the information needed for ICA to understand the issue. Depending on the issue, it might help to provide:

1.       Client ID(s)

If there is a specific client ID prompting the email question, please include the AKHMIS client ID number. Or, if there are more than one client IDs for an issue being seen, please include an ID or two that can help research the issue. Please note, client identifying information should not be shared via email. Exclude any client names, social security numbers, and other personally identifiable information. Sending screenshots can be extremely helpful, just remember to obscure any identifying information that may be included.

2.       Provider Number/Provider ID(s)

Knowing the provider ID number is helpful when troubleshooting an issue. Provider IDs can also give clues to help delve in further, such as the funding source or the Continuum of Care (CoC) in which the provider operates.

3.       Report Information (including report name and the parameters used to run it)

Please provide the name of the report and where and when it was run. Is it an SAP BusinessObjects report or a canned report that was run in Community Services? This information will help locate the report more quickly and ensure the correct issue is being addressed. If it is a BusinessObjects report: Schedule the report to your BI inbox. Schedule the report in Excel format as it is easier to troubleshoot reporting issues when a report was run in Excel as opposed to as a PDF.

Note: Not all of this information will be applicable every time a user needs to contact ICA. Do not include client personally identifying information (name, SSN, DOB) in the email.