Application Information Requirements:
The Helpdesk may require all or some of the following information when you call in a problem with an application.

• Your Name, County, Phone Number, Work Area (cube #/Ofc.#), & Login id
• System Name
• Case Household number
• Case Name, client #, Case #
• Client State ID number
• Error or edit # or description
• Worker #
• System module name, System Menu Option or Window #
• Detailed description of problem
• If hardware call, you will be asked for the device type which will include:
  • whether it is an ACSES workstation & if so, whether it is a DOCGEN device, or a BARR system device
  • the serial number
  • a description of the problem

The Helpdesk has the ability to reset main-frame devices on the SNA circuits. (ACSES & BARR equipment) They also have the ability to display the SNA circuits.
If the State Helpdesk must enter a ticket, please ask for the ticket number. Reference this ticket number when calling the Helpdesk for a status update on your problem.

PC Information Requirements:
The Helpdesk may require all or some of the following information when you call in a problem with software/hardware/connectivity issues.

• Your Name, County, phone number, & work area (cube #/ofc #)
• Software Application being used
• Error description or #
• Troubleshooting you have performed (ie: rebooted workstation, closed/reopened application, etc) to resolve issue (this will be entered into the ticket description if the Helpdesk is unable to resolve)
• If hardware problem,
  • the PC Helpdesk requires make & model of device
  • whether it is CYF, CBMS, ACSES or BARR equipment
  • the serial number of the CPU
  • description of the problem
  • the location of device
  • name of user & login id

Again, if they must enter a ticket, please ask for your ticket number. Reference this ticket number when calling the Helpdesk for a status update on your problem. The option to reach the PC side of the Helpdesk on the phone menu is Option 5. You will then be prompted to press 1 for CYF, State Hardware, or State security. Use this option to call in county CYF & CBMS hardware/software issues. Option 2 is for CFMS support.