Note: This system is intended for personal user accounts only. Subject: Escalation Request - REQ Ticket # Provide the Incident number. For instructions on how reset your password while working remotely visit: remote work FAQs. May 13, 2020If you receive the following message when logging on from home: Resources are unavailable at this time, try again later, it is advised to wait a few minutes and try again. Help Me Grow. Use this link if you need to manage or reset passwords. For agencies needing PCs for a call center, please work with your agency CIO/GCIO. Visit More Support Links Services Catalog This is especially true in our current remote work environment combined with heightened public health alerts. Who can I contact? The team is working to identify and resolve the issue as quickly as possible, so there is no need to open a ticket with the Service Desk. User ID Revoked. Remember to visit the Remote Work FAQs page prior to calling the DoIT Service Desk for some self-help suggestions that may resolve your issue. It is also recommended to clear your cache/history periodically. Please be aware that there are known issues this morning with the Citrix login page. Recover a Digital ID Did you forget your password? Self-Service password recovery allows users to quickly and efficiently restore access to their own account without the need to contact the helpdesk or wait on system administrators. Here is a Job Aid to help you complete this step: Job Aid Creating IES A/D ID (docx) After steps 1 - 3 have been completed, submit a DHS or HFS Access Request Form for each staff person that will access IES. For guidance and tips regarding Webex meeting tools and more, visit the Remote Work site. It looks like your browser does not have JavaScript enabled. user.name@illinois.gov) and may be prompted for multifactor authentication if already configured for their agency. Select option 1 (computer related issue) and then choose option 2 (Digital ID support). Common Questions Regarding Remote Connectivity(FAQs), Specific Application Questions/Directions, Restart of Work PC While Using Remote Access and Citrix, Citrix for PC Workspace Instructions - Remote Access, Citrix for MAC Workspace Instructions - Remote Access, Citrix for ChromeBook Workspace Instructions - Remote Access, Switching to the Lite Version of Citrix Receiver, Experience the Fastest Webex Meetings Join Video, Join a Webex Meeting from Your Computer or Mobile Device - Instructions, Webex - New Join Screens, Help Tips and Call Me, Cyber Best Practices for State of Illinois Telework, Video Conferencing Best Practices-for Webex and Zoom. Employees who are approved by their agency to work remotely may utilize the Citrix Workspace for remote access. Also, DoIT FOIA does not answer general questions about DoIT. If you are having issues connecting via Citrix today, please first clear your browser history/cache and restart your HOME PC. If you have opened a support ticket and the issue is not resolved, please do not followup with a new call to the Service Desk or submit a new request via Report a Problem. Login to Survey This will prevent unidentified telephone connections (i.e. Maintain currency and effectiveness of service management processes, Maintain currency of staff support competencies, Provide the Service Desk ticketing system for use to capture, assign, track and resolve technical incidents and requests, Provide 24/7 system availability and staffing for the DoIT Service Desk service, Provide instruction and training on product use, Notifyagencies ofserver issues that may impact or interrupt performance, Monitor usage and maintain statistics and data for Service Level Agreement verification and other management purposes, ProvideTier 1 support to include performing initial incident diagnosisand troubleshooting steps to identify the cause and resolution of the incident, Provide escalation of complex incidents to Tier 2 support, Develop and implement agency governance to ensure staff compliance with DoIT incident reporting and request requirements. Happy Friday! Fees pertaining to this service are distributed among other Enterprise servicesinaccordancewithsupport. TheState of Illinois Disability Surveyis offered annually to all State of Illinois employees under the jurisdiction of the Governor. Please turn on JavaScript and try again. Follow the procedures here. More information is posted on the DoIT Remote Work page. It is also accessible 24 hours per day for completion by new hires, new transfers, and returning State of Illinois employees and for current employees to update their information. within the next 2 hours. Springfield: 217-524-DoIT (217-524-3648) Chicago: 312-814-DoIT (312-814-3648) Technical Support Week Days (8A-5P, Monday-Friday) Contact the IDPH Helpdesk at 866-220-5247 or via email at DPH.Helpdesk@illinois.gov for Portal access and web-based application support. For instructions on how to do that while working remotely, visit remote work FAQs. Remember to visit the Remote Work FAQs page prior to calling the DoIT Service Desk for some self-help suggestions that may easily resolve your issue. 1-800-843-6154 Then before you restart the antivirus, create a new exclusion for the new gsd01000.exe in the PRS\PRSW folder. Best Practice for joining audio for a Webex Meeting:Have the meeting call you, via the Call Me button or connect via your computer, by clicking Call Using Computer. Use this link if you need to manage or reset passwords. It looks like your browser does not have JavaScript enabled. Illinois Department of Innovation & Technology DoIT guides technology solution delivery and support for the agencies in the executive branch of state government. Monday Friday8 a.m. 5 p.m. The Department of Innovation & Technology (DoIT) delivers statewide information technology and telecommunication services and innovation to state government agencies, boards and commissions as. External Illinois.gov ID Password Reset. 800-323-4769. Question: I am encountering problems when performing functions in the States new SAP Enterprise Resource Planning (ERP) system (e.g., logging in, processing a voucher, resetting my password). Please turn on JavaScript and try again. The registration process for State of Illinois Digital IDs begins here for all users, Please include your name, phone number, and specific application name, detail of . An Agency CIO or Group CIO may email DoIT.Helpdesk@illinois.gov or call the IT Service Desk (ITSD) to initiate an escalation. May 15, 2020The Remote Work site is always available for assistance for your Work from Home (WFH) needs. Something was working and now isn't? This iPhone feature is available by tapping the Setting application and then turning on the Personal Hotspot feature. Webex may be a new experience for some and there are resources available to help users. The Division of Information Technology (DoIT) recently launched an enhanced self-service portal at rhodeisland.service-now.com/sp. DoIT Acting Secretary & State CIO Brandon Ragle kicks off the month of April as Innovation & Technology Month. 1-866-324-5553 TTY, 2023 Illinois Department of Human Services. May 22, 2020When you log on from home, please log into your PC with the ID that you would use when you are logging on at the office. The ITSD team creates a work log entry including the provided information. Customer Service Center (CSC) Springfield: 217-52 4-DoIT (217-524-3648) Chicago: 312-81 4-DoIT (312-814-3648) Standard Support Service Hours Monday - Friday 8 a.m. - 5 p.m. IL ACTS Support Portal; you must be remotely connected to illinois.gov to access this link. There are many FREE Apps and online/virtual options available at this time. If they are asking for information from you, be safe and exit the email or text. Go to your account on the trusted website to see if your account needs any attention or additional information. Customer Service Representatives available to assist in completing IT and Telecommunication service requests or address incidents, Electronic incident and service request reporting interface, Standardized Service Management ticketing system, Electronic response and resolution notifications, Tier 1 incident diagnosis/resolution and escalation to Tier 2 support. Provide justification or business need for the escalation. If you have been contacted by DoIT to add Multi-Factor Authentication, please take action to protect your account. Be sure to explain you are resetting a password for the IDPH Web Portal. Phone: 217-785-3346 (o) E-mail: Aging.FOIA@Illinois.gov Agriculture, Department of Pamela Harmon PO Box 19281 Springfield, IL 62794 Phone: 217-524-6905 (o) E-mail: AGR.FOIA@illinois.gov Capital Development Board Chris R. Miles Capital Development Board 401 S. Spring St. 3rd Floor, Stratton Building Springfield, IL 62706 Phone: 217-782-4382 (o) Agencies who have adopted Office365 can access these resources by going to Tara.Kessler@illinois.gov. Report a Problem Manage Passwords Request a Service These practices apply to text messages, as well. Springfield: 217-524-DoIT (217-524-3648) Category: If they are asking for information from you, be safe and exit the email or text. Register and Activate a Digital ID If you have already mailed in your notarized application, use the reference number and authorization code you received to complete your non-resident registration. Staff will respond to service requests during the published business hours. May 21, 2020Its important to take care of your health and wellness during this time. May 20, 2020Webex is your go to for all Remote Work meeting events. The IT Service Processing team creates a work log entry including the provided information. This system is for authorized users and official business only. We also recommend clearing your cache/history periodically. Remember rule #1 = mute your phone (microphone) when you are not speaking. Email: DoIT.Helpdesk@illinois.gov Customer Service Center (CSC) Springfield: 217-52 4-DoIT (217-524-3648) Chicago: 312-81 4-DoIT (312-814-3648) Standard Support Service Hours Monday - Friday 8 a.m. - 5 p.m. Please visit Remotework.illinois.gov / Reference Materials to find useful information and materials to help you along the way. Is a program bug keeping you from being able to accomplish your work? Are you unable to recall your Digital ID user name or password? If no response, the ITSD Manager escalates to the next level of DoIT Management. Then follow the steps below for the download. If you are still experiencing issues after confirming internal connections are working, please contact the Service Desk via telephone to 217-524-3648 or 312-814-3648 or via email to Report Problems. BEWARE of Scammers attempting to capitalize on pandemic fears via telephone, text and email. Review "tips and best practices" such as, protecting passwords, not opening attachments or clicking on links unless you are confident in the content and sender. The Department of Information Technology (DoIT) was created with the legal authority to manage and coordinate all technology resources in the executive branch of government.
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