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Physician Systems
Off Hours Support Procedures |
Support Guidelines
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Teamwork |
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Utilize training manuals and “cheat sheets” |
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Utilize departmental Super User |
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Discuss with Supervisor/Authorized IS contact |
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For application/system emergencies contact IS&T Service Center during both business hours and for off-hours pager support* |
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End users should use internal departmental resources for issue resolutions or questions. Each department has designated "Super Users" for the IDX system. The Super Users are the first lines of support to the end users. |
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Unresolved IDX issues and IDX system requests need to be called in to the IS & T help desk or be documented through the OSR system. |
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If the issue is defined as a "trouble", please contact the
service center directly at 3-3200. A "trouble" issue occurs when a user is not able to access the system, which may cause a potential work stoppage. |
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For all other service requests, please use the Online Service Request system (OSR). |
After entering the request, the caller will be issued a ticket number. |
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The Physician Systems staff will be notified of the open tickets and respond in the order in which they were received, with the exception of ***trouble*** issues (i.e. system is unavailable).
Items that must be called into the help desk include the following: |
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Any and all IDX issues/problems |
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System access requests |
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Report requests |
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Special projects |
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IDX software installation |
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System customizations/enhancements |
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IDX System training |
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If the issue is of a ***critical nature*** and it has not been responded to within 15 minutes, please call the help desk for escalation. |
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Off -hours system support is available for Emergencies. An analyst is available via pager for Emergencies that cannot wait until the next business day. |
Note: Menu for off-hours support
#3 for IDX System Emergencies
#4 for all non-emergent issues
Local IS&T Physician Systems Support Hours
Business Hours: |
8:30AM – 5:00PM(M–F) |
Off–hours Physician Systems Support: |
6:00PM – 10:00PM (M–F)
8:30AM – 2:00PM (Sat) |
*IS&T Technology Service Center Hours
Business Hours: |
7:00AM – 7:00PM |
Off–hours Support: |
7:00PM – 7:00AM |
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