What is the Helpdesk?

At ICA, we understand that sometimes, you just need someone to assist you with your HMIS problem. Never fear - the Helpdesk is here!

Monday through Friday, from 8:30am - 4:30pm CST, ICA staff are available through our Helpdesk. The Helpdesk is closed for holidays for most major holidays.

Contact us using the e-mail WYHMIS@icalliances.org. We route your Helpdesk request to the appropriate team member. Our system, through emails and forms, allows us to efficiently prioritize your requests and give us the ability to organize and prepare the actions needed to serve you best.

When emailing the Helpdesk, giving us the information we need can make sure we are able to help you quickly and accurately. Depending on what your question is, it might help to provide:

1

Client ID(s): 

If there is a specific client ID you are emailing about, please include the client ID number. Or, if you have some example client IDs for an issue you are seeing, please include an ID or two for us to look into. Please note,  client identifying information should not be shared via email, so please be sure to exclude any client names, social security numbers, etc. Sending screenshots can be extremely helpful, just a reminder to obscure any identifying information that may be included.     

2

Enter Data As

Many times we will need to know the provider to help us troubleshoot the issue. Include the Enter Data As project for the client(s) records you are referring to.

3

Report Information (including report name and the parameters you are using to run it)

Let us know the  name of the report and where and when you ran it. Is it an BusinessObects (BO) report or a report that was run from CommunityPoint? This information will help us locate the report quickly and ensure we are digging into the correct issue. If it is an BO report: Schedule the report. This will allow us to see the report exactly as you do. If you View the report, we are unable to see the report you have run. Schedule the report in Excel format. We are able to much more quickly troubleshoot reporting issues when a report was run in Excel as opposed to as a PDF. You can also download the report and attach a copy for us to review. 

Note: not all of this information will be applicable every time you need to contact us. Please do not include client personally identifying information  (name, SSN, DOB)  in your email.