New, New Help Desk

Thomas Brittain's picture

Important Update: Please make sure support@hmis.ahomewithhope.com is added to your “not-spam” list.  The automated messages when updating tickets will otherwise end up in your email’s spam folder.  This can be done in outlook be going to your “Junk” folder, finding an email sent from the Help Desk, right-clicking, then select “Junk” and click “Never Block Sender”

The TCHC HMIS Office has received a lot of concerns regarding the webserver hosting our HMIS Help Desk.  In response, we have opened a brand new Help Desk, on a separate and dedicated server! The interface is slightly different and requires login, however, it is much more responsive and will allow the HMIS team to more quickly address your issues.

The New TCHC HMIS Help Desk may be found here:

              Tarrant County Homeless Coalition HMIS Support

This time you will need a username and password.  The user name is your email address and the password “password1”

                Username:  Your Email Address

                Password: password1

In the future, we will be directing all users to open-tickets when requesting assistance on any ETO / HMIS issue.

We are hoping this system greatly benefits you, while decreasing overall wait time for resolution.  A few features we felt were neat on for our HMIS users:

  • Track your open issues
  • Designate a priority level
  • Review your past issues and resolutions
  • Quickly determine how long an issue is open
  • Easily add images and documents to your ticket

Below is the interface ticket process.   

New_Add_Ticket.jpg

The ticket system will also assist Tarrant County Homeless Coalition in more efficiently handling user requests.  For example, you will no longer need to decide which TCHC staff to email your request, since all TCHC HMIS staff will be able to review your tickets.

But wait! There’s more!

We are also working on building out an on-line Knowledge Base.  We hope to include step-by-step instructions on solving simple and complex issues alike.  To kick-off the TCHC HMIS Knowledge Base off, we have provided instructions requesting User Access Level changes. 

New_Know_Base.jpg

The instructions may be found on the Knowledge Base, here:

              TCHC HMIS Knowledge Base

The Knowledge Base will be built based upon your requests, so please send us any training ideas you may have!

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12 Comments

Arlington

Good Morning Tom aka Bandana Man,
Hope your day is going well'
is there any time in the future that I will be able to have the housing
clients from Arlington Housing / I know that Steven Brown utilizes HMIS however I am not able to see them
I am still able to contact my fort worth clients however I really need to be added to Arlington as well. I know you are mega busy
just when you have time.
thank you so much for your time
Cindy Bell Arlington Clinic.

Training

Is there advanced HMIS training or report training available? If so, I would like to register Kristie Brown for the next training. Please advise. Thank you.

Emergency Shelter Check-in

We are experiencing problems with checking client into beds for the night shelter.  We are able to select the bed and locate the participant name.  However, the system then delays when "Add Checked Participant to Room" is selected.  Then after a few moments a pop-up appears stating "The Room changes were successfully processed in the system" but the name is not saved. 

Thanks,

Katrice

HMIS Report

I am requesting a customized HMIS report that will include Arlington ESG and TBLA 114 clients placed in Arlington. If this is not possible, is it an option to run a TBLA 114 report that includes only clients placed in Arlington?

Client not being found at TWP

I was told by scan card staff that, TWP is having an issue with client being scanned in at TWP. Lisa stated when the client is being scan in an error message, "client not found".

I Pad

Can we have an I pad and scanner set up for TB testing. Thanks!

Base Camp

P145531Jenkins, Jones 109985, Nettles P121507 is chronic

ETO

My ETO keeps processing but never completes. Is there anything you can do from your end?

eto

I cannot update P79097...just presses. Should I do update or new one since homeless data has changed. Also, when I try to update the page never updates.

ETO

My ETO will not let me update information on HUD or VISPDAT. Once I enter the data and submit it just keeps processing and never updates.

ETO reports for July 17

When I attempt to pull these reports, I receive a message that states no data is available. I need these in order to submit with my monthly grant report for the city of Arlington. Please advise.

Merge

Can you please merge all the Jay Carlson's (DOB:01/09/1961) together with Jay A. Carlson as the primary.

Thanks!