Citrix
A user is attempting to launch an EasyPass computer. They swipe their badge & the screen loads, but then it takes them back to the logon screen. Which tool should you use to check for a stuck Citrix session?
What is Citrix Cloud Director/Daas
Which KB would assist in finding out if a caregiver is a direct hire, verify their UPN, or check their position start date?
KB0083886: Finding Information in Sailpoint / IAM Portal
Which ADUC would you use to support a Sacred Heart caregiver?
What is the ADUC I logged in to with my .T2 account.
A user calls in needing more toner for their only printer, because they just completely ran out. Would you open an incident or a request ticket?
What is an incident.
Where would you direct a new caregiver to claim their account, setup Multi-Factor Authentication and reset their password?
What is access.providence.org or the Caregiver Access Portal
What is the URL users should use to access the Legacy PHS Citrix environment (non Community Technology)?
What is citrixapps.providence.org
T/F: Epic is birthright access for all new PHS contingent workers.
False (KB0085856: Self-Service: What Access is Included as Birthright/Base Access for New PHS Caregivers)
On what tab in Active Directory (AD) would you find a user's AD username?
What is Account Tab
Bill Nurse calls in to report that Betty Doctor's computer is not working correctly. You open a case to Field Services (Desktop Team) to have the computer assessed. Who needs to be listed under the Affected End User?
Who is Betty Doctor
A caregiver calls in to get their ShareVue password reset, but you are unable to find them in Active Directory. Where would you go to find their verification factors before you reset their password?
What is ShareVue
What URL does a user need to navigate to in order to download Citrix Workspace remotely?
What is www.citrix.com/downloads
True or False: A caregiver has called in for a password reset. You have attempted to verify with security questions twice, but the caregiver has gotten them incorrect each time. You can use PII.
True. If the caller fails the security questions twice, we may use Extended PII to verify.
A user calls in on behalf of a physician. The user is asking you to reset the physician's AD password. What AD membership must the user have in order to proceed with the request?
What is PG-Authorized_Approver_Physicians
In what section within the ServiceNow Service Operations Workspace platform would you go to review &/or leave a Resolution note?
What is Resolution Information
Hank Hill (FTE) from Covenant Medical Center calls in & it's his first day on the job. He needs to clock in, but he isn't sure how to get to Kronos to do so. Where would we direct Hank?
What is Azure (myapps.microsoft.com). Kronos can be located there, so caregivers can SSO into the application.
A user is logged into PSJHapps (Citrix); however, when they click on any icon nothing happens. They have already uninstalled Citrix Workspace, ran the cleanup tool, rebooted, and reinstalled Citrix Workspace with no change. What would be the next step to take?
What is check the file associations
How can I confirm if a caregiver's account has been claimed?
The Active Directory account, under the Identity Warehouse's Application Account tab, will have an Account Claimed field which will either notate the date it was claimed or state false if it has not been claimed yet.
Which applications authenticate with Active Directory (AD)? Amalga, PACS/Synapse, TouchWorks, LuciDoc
What is Amalga, PACS/Synapse, LuciDoc
What does CI stand for in ServiceNow?
What is Configuration Item
A patient calls for assistance logging into MyChart to check test results. To what team will this call be transferred?
Patient Engagement Center (PEC)
A user is attempting to launch an application in Citrix & the application launches successfully; however, they receive an error stating they were logged in with a temporary profile. What steps do you need to take to have this corrected?
What is first try clearing the user's Citrix sessions. If this does not work, the user's Citrix profile will need to be reset. We'll create a case to VT2 triage with all necessary documentation.
Starting from the login screen, what is the step-by-step path of getting to a Caregiver’s Epic username?
Log in > Identity > Identity Warehouse > Search User> Application Accounts Tab > Epic Account
You receive a call from a user whose account is disabled, because they haven't used it in a while. You launch the IAM Portal to see if you can reactivate the account for them. In the Attributes tab, what letter/s are you looking for to be able to move forward with the activation?
What is "A". If the caregiver status is "T" they were termed through an official channel and are not part of the stale account process.
A user calls in to inquire about the status of an existing ticket, so you provide the caller with the details. How do you document this call?
What is leave a Work Note/Additional Comment on the existing ticket, create an interaction for the call & link the two together.
What are the 3 distinct surveyor account models?
What is HCC, Epic Surveyor/Community Technology Epic, & Pre-Stage Auditor