Citrix
A new caregiver from Providence Portland Medical Center calls for assistance accessing Citrix. Which KB can inform us on which citrix site to send them to?
KB0078828: PSJH - Which Citrix Site Can I Use
Search Term: Which Citrix site
Which KB can assist in determining which Playbook to use for any given incident?
KB0086215: AskIT Playbook/Template Usage
Search Term: Playbook
A new caregiver is trying to claim their account. They are getting an error message stating that their account may already be claimed. Which KB might assist with this?
KB0085793: How to see if an AD account is Claimed via SailPoint
Search Term: account may already be claimed
Which KB can assist in confirming the O365 license assigned to a caregiver?
KB0076525: How to lookup a caregivers O365 license
Search Term: "O365 License"
You need to transfer a caregiver to Virtual Clinical Informatics. Which KB can help with the warm transfer process?
KB0080482: PSJH - How and When AskIT Service Desk Hands off calls to Virtual Clinical Informatics
Search Term: Virtual Clinical Informatics
You are troubleshooting an issue regarding launching an app in Citrix. Troubleshooting steps advise to attempt resetting the Workspace. Which KB will assist with this?
KB0090307: How to Reset Citrix Workspace
Search Term: "Reset workspace"
You are assisting a caregiver from St Joseph of Orange. They are receiving an error when logging into Adobe Acrobat. Which Configuration Item will you select for your incident and which KB can this information be found in?
Adobe Acrobat / KB0011532: PSJH - Common CI's
Search Term: Adobe Configuration Item
If a caregiver doesn't remember the answers to their security questions, which KB would assist in changing those?
KB0079768: Self-Service - How to Update Security Questions in SailPoint
Search Term: "Security Questions"
During a call with a caregiver who is having issues logging into Citrix, you determine a lack of MFA may be the cause. Which KB can assist in determining if the caregiver setup their MFA?
KB0081886: Providence - How to Check for MFA setup
Search Term: MFA setup
According to KB0090116, what should we do after the caregiver provides a brief description of the reason for their call?
"After they provide a brief description, apologize/empathize and offer an assuring statement to the user."
Search Term: Call Flow
CTRL+F: description
A caregiver calls in stating they launched Epic, however most of the window is black. They state that they cannot click on anything in Epic. Which KB can assist?
KB0069488: Citrix applications broken - screen/page is black, cursor not where it should be, unable to click buttons
Search Term: page is black or "page is black"
You are routing an incident for an issue that is impacting a single caregiver and is affecting patient care. Which KB will assist you with choosing the correct Impact & Urgency for a Priority 3 incident?
KB0094637: Incident Priority Matrix and SLA Definitions
Search Term: Impact Priority or Priority Impact
Which KB will assist with a caregiver who is unable to log in to their AD account, after returning to work from an extended leave of absence?
KB0088413: AskIT - How to Identify and Handle a 90 day Stale Account
Search Term: AD leave of absence
If a caregiver is requesting to reset their MFA factors and they fail the verification process, what should our next step be? Which KB provides this information?
"Do not proceed with the reset and route the Incident to EIS Security Operations Triage as a P3" - KB0077412: How to: Verify Caregivers for MFA (Multi Factor Authentication) Resets
Search Term: MFA Verification
A nurse, working in the ER at Covenant Medical Center in Lubbock Texas, is unable to login to EasyPass. Which membership should that caregiver have on their AD account? Which KB provides that information?
Role.App.VDI.Win10.Frontline.TXR.AD / KB0081137: SJH - How to Verify OneSign/EasyPass Access in Active Directory
Search Term: Easypass Membership
A caregiver is having issues launching any Citrix applications. When they click on any icon, it downloads a file instead of launching an app. Which is the first troubleshooting step to attempt? Which KB can assist with this issue?
Associate the ICA file to Citrix Connection Manager using KB0080556. (Found in KB0088488: How To: Citrix Workspace - Troubleshoot - Icon Downloads a File)
Search Term: citrix download
You assist a caregiver with logging into Epic Carelink by providing the correct URL. Per KB0092891, should this be documented in an incident or just an interaction?
Incident - Found in the Interaction Overview section. "Create an Incident for all other calls. This includes:…Education/Training"
CTRL+F: Incident
Based on KB0079922, how should we verify a caregiver who requires a language translation service?
"For other translation needs, use Pacific Interpreters. Directions are in KB0095382."
CTRL+F: Translation
If a caregiver is not receiving emails sent to their department e-mail group, where can we see if they are in the necessary outlook group? Who can add them to the group if needed? Which KB provides this information?
https://admin.exchange.microsoft.com/#/ - Owners of the group can add members (KB0069609) - KB0084283: How to find Outlook Groups and Shared mailboxes
Search Term: Outlook Group
What does PPMC stand for? Which KB provides that information?
Providence Portland Medical Center / KB0087531: Acronyms
Search Term: AskIT PPMC
You're following KB0087833 for assistance clearing a hung session. Which button do you choose to clear the caregiver's session?
In step 6, it says "Force Restart the session:".
CTRL+F: session
True/False: Priority should never be changed when a caregiver calls for a status update on an existing incident. (Which KB supports your answer?)
False - We should ensure that the priority is correct and update if needed / KB0092275: PSJH - Service Desk: Providing Status Updates on Existing Records in ServiceNow
Search Term: "Status Update"
Where in Sailpoint can you find Azure group memberships? Which KB can assist with finding this information?
"Open up one of the Azure AD entries, determine Which account it is for and check Which access is listed (this is a list of AD Groups)." / KB0083886: PHS - Finding Information in SailPoint/IAM Portal
Search Term: Sailpoint azure membership
How should we assist a contingent worker who needs access to Microsoft 365 products? Which KB would assist with this?
Review Office 365 for Providence Non-Employees Sharepoint page to determine need, then fill out the request form from the One Team Sharepoint. / KB0068981: Non-Employee (FTE) O365 License Request
Search Term: contingent 365
Which message indicates that an Active Directory account is locked? Which KB can assist with this?
"Unlock account. This account is currently locked out on this Active Directory Domain Controller." / KB0077650: PSJH - How to Unlock and Reset an AD Password
Search Term: AD lock