DCF
Where do you assign a CareMatch password reset in ServiceNow?
DCF - Identity Solutions Support
Scanner Support for a scanner other than B5000
KDOR - Middleware Management
Where do you send any incident regarding Tableau and/or MoveIT?
KDHE - Infrastructure
You get an email from KHP regarding radios or towers. Who would you send this incident to?
KDOT - KSICS Radio Services
What are the different versions of WellSky?
KIPS - (DCF)
EHR (KNI and State Hospitals)
SUD (KNI and State Hospitals)
What are the password requirements for Facts?
(7 answers) I need them all
Exactly 8 characters (no more, no less)
No repeating characters (11, aa)
All lowercase letters
Must contain at least one number
Cannot contain special characters
Cannot contain your name
Cannot be too like your previous password (if your temporary was kansas18, you cannot use kansas19)
Caller is having issues with a B5000 Scanner. Who would you assign the incident to in ServiceNow?
Refer caller to Idemia at 1-877-647-3509
Adobe is prompting to sign-in or obtain a license. Why would this happen to a user who has had adobe access without an issue before?
License is Expired
(Send to Desktop Support)
Aashtoware (AWP) is the payroll system for contractors. How should you handle a caller that tells you they got instructions from KDOT's IT to sign-in, and their instructions are not working. How do you assist this caller?
Empathy or understanding statement is a plus. This is call control.
Get the email address they have been using to correspond with KDOT's IT Support.
Send to KDOT - Desktop Support
Where would you find a State Hospital user in ADAC?
KDADS or DCF (select both)
What are the 5 agencies OITS will assign a DCF Incident to?
Wichita = DCF - Wichita Desktop Support
West = DCF - West Desktop Support
East = DCF - East Desktop Support
Central (Default) = DCF - ITS Desktop Support
Kansas City = DCF - Kansas City Desktop Support
What is another name for movers?
MVS, MVRS, and Legacy
Who is the contact for KDHE?
I recommend letting Jesse reach out to KDHE on your behalf. You will build your own relationships with people as you progress. You will make your own choices on people you feel comfortable working with. Be careful and professional.
KDOT user needs access to their learning center. Who do you assign the incident to.
KDOT - Business Solutions Support
What agencies ADAC account automatically unlocks after 15 minutes?
(1-6 answers)
Every agency under DCF
KDADS
KNI
PSH
LSH
OSH
Name 4 contracted service providers.
Young Williams
Corner Stones of Care
Ember Hope
Maximus (KDHE)
Conduent (KDHE)
What are required notes for the description for a caller that needs their MVRS password reset?
Name
Call Back Number
User ID
Where do you assign state cell phone issues in ServiceNow?
KDHE - Telecommunications
You get an email incident regarding updates to a Radio or Tower from KHP. Where do you assign this incident in ServiceNow?
KDOT - KSICS Radio Services
A user calls in and says they are with HS EBIT. What agency are they with?
DCF
Example (Shawn Cusilito)
A caller is having phone issues. Where do you assign the incident in ServiceNow.
2-5 answers
DCF Region
DCF - ITS if there is no region present
Caller is calling in to close a ticket they resolved their self. The ticket has been assigned to a tech and in progress. How should you handle this incident?
Inform the user that you are cancelling the indcident, but do not cancel it. Reach out to the tech it is assigned to and let them know the caller called back to inform the issue has been resolved and let them close the ticket.
Or Inform the caller the ticket has been assigned to a tech and you will reach out to the tech to have it closed.
(THIS GOES FOR ALL AGENCIES)
Caller needs password reset for Eatts. Where do you assign the incident in ServiceNow?
DCF - Identity Solutions Support
(KDHE does not have access to this application and will send the incident back to us.)
What does Aashtoware manage for KDOT?
Payroll for contractors
A caller needs to start an incident for PCR360. Where would you assign this incident in ServiceNow?
OITS - Telecommunications