Below are the different types of help desk tickets and the information required for each. Please be mindful to include ALL the information requested. You can copy from the pertinent section below, and paste it into your help desk ticket if that helps to make sure you address all the items. You can start a new help desk ticket here: http://tncsa.on.spiceworks.com/portal

General Help Desk Tickets

Make sure you included the following:

-What it is/isn't doing

-A good number to reach you at

-A window of time that we can remote in should that be necessary

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Employee Entrance (non Call Center)

Make sure you included the following:

-Employee's Name

-Office they will report to

-Their program

-Best phone to reach you on should we have a question

-Any specific network folders or databases they need access to

-Are they replacing a former employee? If so, who?

-Will they need access to a general email account? If yes, which one(s)?

-If they are to utilize an existing computer, let us know which one (who had it previously?) and where it's located.

-Is there any additional equipment they are being assigned?

-Does this employee need remote access?

*Just a reminder, make sure this new employee signs up for a staff resources account, and that you copy HR on this ticket.

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Employee Exit (non Call Center)

Make sure you included the following:

-Termination date

-Employee's name

-The office they reported to

-Best phone to reach you on should we have a question.

-Any databases or services they had access to so we can terminate those connections

-Did the employee have administrative accesses to sensitive TNCSA data (i.e. the servers)?

-What agency issued equipment did they have? Did you collect it all, and was it in good working condition?

-Did they turn in their name badge?

-Did they have remote access?

-Do you want the email account suspended or deleted?

-Will someone be filling their position?

*Just a reminder, be sure to copy HR on this ticket.

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Call Center Entrance

Make sure you included the following:

-Employee's Name

-Date the HCFA Security Access Long Form was submitted to TennCare.

-Will they need 8-5 M-F door access or some other timeframe?

-Will they be in Providers, Advocacy, Level One, or another call center?

-What Queues should we add them to and at what priority level should we mark them?

*Just a reminder, make sure this new employee signs up for a staff resources account and that you copy HR on this ticket.

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Call Center Exit

Make sure you included the following:

-Employee's Name

-Best phone to reach you on should we have a question.

-Termination date

-Date you submitted your request to TennCare to remove the employee from TennCare's system (should be done within 24 hours of termination)

-What Call Center were they in: Provider, Advocacy, Level One, or ________?

-Agent ID

-Phone Extension

-What queues they were in just prior to termination?

-Did they have access database privileges?

*Just a reminder, be sure to copy HR on this ticket.

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Name Badge

Be sure to include a photo with a solid, neutral, background, and leave space above the top of the head and a little below the shoulders.

Double check the spelling on the name you provided, and we'll also need their title.

Additionally, let us know if they need a lanyard, and a badge sleeve. Also, let us know where we need to mail it to, if it needs to be mailed.

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Equipment or Service

Be sure to tell us what it is you are requesting, and make sure you justify the need for it. If there's a link you can provide to the item or service, please provide that as well.

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Portable Equipment

Be sure to include the following:

-Are you assigning, receiving, returning, or collecting it?

-Who's involved in the transaction?

-What's involved in the transaction?

-When did the transaction occur?

*Just a reminder, be sure to copy HR on this ticket.