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Service Desk Training > Phase II Flashcards > Flashcards

Phase II Flashcards

2
Q

What is the command line function for updating group policies on a PC?

A

gpupdate /force

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3
Q

What is the Service for issues with Xnet?

A

Production Control

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4
Q

All tickets must include _____________.

A

Contact number, Service, and CI.

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5
Q

What is the command line function for translating an IP to a computer name?

A

nslookup

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6
Q

What is the standard web browser for THR?

A

Internet Explorer version 8

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7
Q

What is the command line function for running a program as yourself?

A

“runas /user:texas\username cmd”, where cmd is the program you want to run.

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8
Q

What is the Service for issues with 3M?

A

EHR HIM

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9
Q

Which Assignment Group is responsible for PowerScribe?

A

EHR HIM

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10
Q

Which Assignment Group manages the voicemail system?

A

Telecom

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11
Q

What type of workstation has a green background?

A

Clinical Workstation

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12
Q

Where can you find the path to a customer’s logon script?

A

In AD Users and Computers, under the Profile tab. \txhealth.org\netlogon*insert here*

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13
Q

Which Assignment Group is responsible for AccessAnyware?

A

EHR HIM

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14
Q

How do we troubleshoot printing issues in MF/Advance?

A

It uses the same queues as Invision. Use http://infoprint to troubleshoot.

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15
Q

Which Assignment Group is responsible for MyTalent?

A

Admin-MyTalent

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16
Q

Can THR email be set up on a smart phone / tablet?

A

Yes, set it up as a Microsoft Exchange account under the Mail app.

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17
Q

Which Assignment Group fixes barcode scanners?

A

Field Services

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18
Q

Which Assignment Group is responsible for DocImg?

A

Patient Applications

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19
Q

How can a customer get access to regular Clairvia Web Access?

A

All employee’s are already given access, so you should never have to request it. If they can’t log in, send an IM to Admin-Clairvia.

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20
Q

What do you do with Spam Emails?

A

Send them to “Spam Review” as an attachment.

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21
Q

Which Assignment Group is responsible for wide-spread network issues?

A

Network Engineering

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22
Q

What is the command line function for pinging a PC endlessly?

A

ping -t

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23
Q

How do you increase the size limit of a customer’s Outlook mailbox?

A

Go into the SST on YOUR computer, go to User Account Tools, enter the network ID, and Set Quota. It will take up to 24 hours to take effect.

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24
Q

What is the Service for issues with Mainframe?

A

MF/AS400 System Services

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25
Q

How to you delete an Outlook profile?

A

Close Outlook, go to Control Panel -> Mail -> Show Profiles, delete everything in the Profiles list, then re-open Outlook.

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26
Q

Which Assignment Group is responsible for Siemens?

A

Patient Applications

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27
Q

Which Assignment Group is responsible for PACS?

A

Admin-Radiology

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28
Q

Who uses the THR Provider wifi network?

A

Physicians and VIPs can connect their devices to THR Provider. It is an out-of-domain Wifi network.

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29
Q

What is the Service for issues with Streamline Health?

A

EHR HIM

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30
Q

Which Assignment Group fixes broken phones?

A

Telecom

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31
Q

Which Assignment Group is responsible for Canopy?

A

Clinical Applications

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32
Q

Which Assignment Group is responsible for Centricity Perinatal?

A

Admin-Women’s Services

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33
Q

Tickets sent to Field Services must include _____________.

A

Asset Tag and exact location (entity,bldg,floor,dept,room)

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34
Q

How can you recover files off a network drive (K:, N:)?

A

Either search using the Search Assistant, or try using Previous Versions. If neither work, a Request to Storage can be sent.

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35
Q

What does Xnet Gateway error 5000 mean?

A

This means the Xnet server is being overutilized. Waiting a few minutes should alleviate this issue.

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36
Q

What is the URL for the internal Citrix web portal?

A

http://ilink

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37
Q

Can Citrix be used on a smart phone / tablet?

A

Yes, install the Citrix Receiver app

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38
Q

How can a user change their AD password over VPN?

A

Log into Windows with old password, go to Elink and change password, log into VPN with new password, then Lock PC and unlock it with new password.

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39
Q

How can a customer get access to Clairvia Client / Clairvia Admin?

A

Submit a request for access: “Add access to existing account”

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40
Q

If the Teletracking icon is missing from the desktop, what do you do?

A

Install icon from RAP, or manually create the icon using the URL in the KB.

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41
Q

What is the name of our main software installation tool?

A

Run Advertised Programs (RAP)

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42
Q

Which Assignment Group fixed desktop document scanners?

A

Managed Print Services

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43
Q

What is the password for the THR Staff wifi network?

A

We don’t know it. It’s encrypted and must be set up by Field Services.

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44
Q

Where is the Health Check location within SST?

A

Technician Logon -> Admin Tools -> Remote Workstation Tools

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45
Q

How big of a device can be encrypted using THR’s USB Encryption policy?

A

64GB, anything bigger must be sent on as a Request to Information Security

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46
Q

What is the K: drive typically used for?

A

Departmental share drive. Must be granted access: “Add access to departmental Share” from catalog.

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47
Q

Tickets sent to Structured Cabling must include _____________.

A

Wall plate information and exact location (entity,bldg,floor,dept,room)

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48
Q

If the Invision icon is missing from the desktop, how can you troubleshoot?

A

Run the RAP package for the icon, or manually create the icon using the URL.

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49
Q

What is the Service for issues with PowerScribe?

A

EHR HIM

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50
Q

Which Assignment Group is responsible for Cerner?

A

Lab IS

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51
Q

Which Assignment Group is responsible for Advance?

A

User Access / ERP Systems depending on the issue.

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52
Q

If a Windows software update continually tries to install and fail, what should you do?

A

Try installing it from www.microsoft.com and if you still have issues, send to FS.

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53
Q

What is the URL for the external Citrix web portal?

A

http://elink.texashealth.org

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54
Q

What is the name of the THR domain?

A

TEXAS

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55
Q

Which Assignment Group is responsible for Clairvia?

A

Admin-Clairvia

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56
Q

How do you delete a TS profile?

A

Go to the Profile Reset Tool within Citrix Apps on your PC. Make sure they have no Citrix sessions open in CMC before deleting the profile.

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57
Q

What is the Service for issues with QS?

A

Women’s Services

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58
Q

What is the password for the THR Provider wifi network?

A

“caregate”

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59
Q

If Windows is locked by another user, what should you do?

A

Remote in and log in with your credentials. They could also hard reboot the PC if you cannot remote in.

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60
Q

What should you do if a customer cannot print from Xnet?

A

Install Xnet Print from RAP.

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61
Q

What CI do you use for server-related issues?

A

Use the server name as the CI

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62
Q

Which Assignment Group is responsible for server reboots?

A

Data Center Operations

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63
Q

What is the Service for a ticket involving MyTalent?

A

Web Services

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64
Q

Who uses the THR Staff wifi?

A

THR users on THR-owned workstations that are on the domain.

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65
Q

Which Assignment Group is responsible for Teletracking?

A

Admin-Teletracking

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66
Q

What is the Service for issues with AccessAnyware?

A

EHR HIM or Patient Access

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67
Q

What can you do if Cerner will not launch?

A

Try resetting the Citrix sessions in CMC.

68
Q

How do you recreate a Local/Roaming Profile?

A

Reboot the customer’s PC. Remotely access the file system and back up the local profile. Delete the local profile. Delete the network profile under the Profile Deletion Tool. Have the customer log back in and restore files from the backup.

69
Q

What is the Service for issues with CPN?

A

Women’s Services

70
Q

Who grants access to ITS Invision?

A

Patient Applications

71
Q

If a RAP package consistently fails, what group would receive an IM?

A

Desktop Engineering

72
Q

What is the server name for setting up the Citrix Receiver mobile app?

A

elink.texashealth.org

73
Q

Does RAP work under a clinical logon?

A

No, You would have to log in as yourself to use RAP.

74
Q

How does a customer go about launching Clairvia Client?

A

It should be in their Citrix Applications, and you would troubleshoot it like any other Citrix App.

75
Q

Which Assignment Group is responsible for SmartIX?

A

Patient Applications

76
Q

What is the Service for issues with Centricity Perinatal?

A

Women’s Services

77
Q

If Invision will not run on a workstation, how can you troubleshoot?

A

Reinstall Java, clear cache, reset web browser.

78
Q

Which Assignment Group is responsible for fax machine issues?

A

Managed Print Services

79
Q

What is the Service for a ticket involving Siemens Document Imaging?

A

Patient Access or Patient Accounting

80
Q

What is the Service for issues with Cerner?

A

Laboratory

81
Q

Which Assignment Group fixes broken PC hardware?

A

Field Services

82
Q

What is the server name for adding email to a smart phone?

A

webmail.texashealth.org

83
Q

Tickets sent to Telecom-Vocera must include _____________.

A

Device number and exact location (entity,bldg,floor,dept,room)

84
Q

Is Microsoft Office installed on a common desktop?

A

Yes.

85
Q

If all desktop icons are missing on a PC, what should you try?

A

Right click on the desktop and go to Arrange Icons By -> Show Desktop Icons

86
Q

Tickets sent to MPS must include _____________.

A

Asset Tag and exact location (entity,bldg,floor,dept,room)

87
Q

If a course is locked in MyTalent, who can unlock it?

A

Either the customer’s direct manager, or the Admin-MyTalent team.

88
Q

What is the Service for issues with Fetal Monitoring?

A

Women’s Services

89
Q

If SmartIX will not run, how can you troubleshoot?

A

Reinstall SmartIX from RAP, reset web browser.

90
Q

Who owns Run Advertised Programs? (Assignment Group)

A

Desktop Engineering

91
Q

Which Assignment Group is responsible for Streamline Health?

A

EHR HIM

92
Q

What is the Service for a ticket involving Invision?

A

Patient Access or Patient Accounting

93
Q

Who grants access to Non-Clinical Invision?

A

The CBO Invision Admin, or THRCBOSupport@texashealth.org

94
Q

Which Assignment Group manages McAfee and large-scale virus issues?

A

Information Security

95
Q

How can a customer get to Clairvia from home?

A

Go to http://www.mythr.org, log in, then click on the Clairvia Online icon on the top right.

96
Q

Which Assignment Group fixes the IP-based phone system?

A

Telecommunications

97
Q

If a customer cannot print from Invision, how would you troubleshoot?

A

Go to http://infoprint to look up the Invision print queue and/or clear the queue.

98
Q

If a user gets a full page McAfee error that says “Proxy Response not Received” when accessing a website, what do you do?

A

Check the website on your computer, as it is most likely down. If it was actually blocked by the firewall, you’d get a different message.

99
Q

Which Assignment Group is responsible for issues with network accounts (AD)?

A

User Access

100
Q

Where in MyTalent can you check the application compatibility of the workstation?

A

The Check System box in the upper right of the main page.

101
Q

Which Assignment Group is responsible for Mediserve?

A

Either Admin-Rehab or Admin-Respiratory depending on which Mediserve it is

102
Q

Where can you find a log of how many times a virus has been found on the PC by McAfee?

A

All Programs -> McAfee VirusScan Console. Right-Click on OnAccess Scanner and click on View Log.

103
Q

What is the Service for issues with Advance?

A

MF/AS400 System Services

104
Q

Where is the Self Service Portal located?

A

MyTexasHealth homepage -> Service Desk -> lower left it says Self Service Portal

105
Q

If Nebo is not working or is not prompting for username/password, how can you troubleshoot?

A

Reinstall Nebo from RAP, reset the web browser. Otherwise refer to Nebo support (see KB).

106
Q

What is the Service for issues with Teletracking?

A

Housekeeping

107
Q

Which Assignment Group manages the USB Encryption policy and program?

A

Information Security

108
Q

What do you do if hyperlinks will not open from Outlook?

A

Set IE as the default web browser (IE Options -> Programs tab)

109
Q

Which Assignment Group is responsible for Xnet?

A

Production Control

110
Q

What is the N: drive typically used for?

A

Personal drive for a single user to store their data. Used instead of a local My Documents folder.

111
Q

Can the Service Desk set people up to use the THR Staff Wifi?

A

No, you must send a ticket to Field Services if someone becomes disconnected from THR Staff.

112
Q

What can you do if the Firewall is blocking a particular website?

A

Submit a ticket to McAfee to reconsider blocking it, or send a Request to InfoSec. Only choose the latter if it’s an emergency.

113
Q

If the customer is logged into the wrong department in Teletracking, what do you do?

A

Refer them to Bed Control, who can give them an RAC Code

114
Q

What is the password for the THR Guest wifi network?

A

There isn’t one, you just have to accept the license agreement.

115
Q

Which Assignment Group manages the imaging servers for reimaging PCs?

A

Desktop Engineering

116
Q

If a scanner is not working in DocImg, how would you go about troubleshooting?

A

Turn off the PC, unplug the scanner, plug the scanner back in, turn the scanner on, turn back on the PC

117
Q

Which Assignment Group activates ports on switches?

A

Structured Cabling

118
Q

Where can you find the Citrix server name that a particular customer is using?

A

Either from the Connection Center (Right-click on the Citrix icon on the customer’s desktop), or from CMC, it is listed in the column to the far right.

119
Q

What do you do for any issues regarding Women’s Services?

A

Call the on-call! Everytime! No exceptions!

120
Q

What version of Citrix is installed on THR workstations?

A

Citrix Online Plug-in 12.1

121
Q

Where is the alternate software repository located if RAP doesn’t work?

A

\ftwnas01\softrep\

122
Q

Who’s computer do you launch SST on in order to run a Health Check on the customer’s computer?

A

Run SST on your workstation so that you can remotely run a Health Check on the customer’s workstation.

123
Q

Which Assignment Group is responsible for Fetal Monitoring?

A

Admin-Women’s Services

124
Q

What is the home page for THR computers?

A

http://mytexashealth

125
Q

How do you recreate the generic logon ID on a clinical workstation?

A

Log in as yourself, run the SST (on the remote workstation), go to Admin Tools -> Local Workstation Tools, and click “Add” under Auto Logon.

126
Q

What is the Service for issues with Data Manager?

A

EHR HIM or Patient Access

127
Q

Is Microsoft Office installed on a clinical workstation?

A

No, The viewers are installed however, or the customer can launch office over Elink

128
Q

Which Assignment Group reimages PCs?

A

Field Services

129
Q

What is the URL to the Invision website?

A

http://oasg/

130
Q

What is the Service for issues with Fuji Synapse / PACS?

A

Radiology

131
Q

Which Assignment Group is responsible for ECIN?

A

Clinical Applications

132
Q

Which Assignment Group is responsible for Rumba Mainframe?

A

MF/AS400 System Services

133
Q

What does “Delegate” do in Outlook?

A

Allows people to send an email as that person.

134
Q

What type of workstation has a blue background?

A

Common Desktop

135
Q

Which Assignment Group is responsible for Invision?

A

Patient Applications

136
Q

If a customer wants Mainframe installed on their computer, what do you do?

A

We do not install MF locally. You can add “CitrixMainframe” to their AD profile so that it shows up in Citrix Apps.

137
Q

Who grants access to Clinical Invision?

A

The Entity Invision Admin (see KB)

138
Q

If a customer does not have the correct subsystem access in Advance, how do we proceed?

A

The customer must contact the entity security officer or submit the online web form.

139
Q

Which Assignment Group is responsible for CPN?

A

Admin-Women’s Services

140
Q

How does a customer go about resetting their Nebo password?

A

Contact Ecare support.

141
Q

How do you log off of a Clinical Workstation?

A

Run the SST on the customer’s workstation, go to Admin Tools -> Local Workstation Tools.

142
Q

Which Assignment Group is responsible for QS?

A

Admin-Women’s Services

143
Q

If SST is not installed on a computer, where do you install it from?

A

http://helpme

144
Q

Which Assignment Group fixes Vocera phones?

A

Admin-Vocera for entity-based issues, Vocera Support for system-wide issues.

145
Q

Which Assignment Group fixes clinical workstations?

A

Field Services

146
Q

What is the Service for a ticket involving Clairvia?

A

Either “Nursing” or “Employee” will work

147
Q

How can you recover files off a customer’s C: drive?

A

You can’t, the C: drive is not backed up. Try the Search tool or perhaps look in the Recycled Bin

148
Q

Which Assignment Group is responsible for server issues?

A

Data Center Operations

149
Q

What version of Citrix should you install on a customer’s personal (home) PC?

A

The latest version of Citrix Receiver from http://www.citrix.com

150
Q

Where can you find the install for VPN?

A

http://secure2.texashealth.org

151
Q

If Rumba locks up on you, how can you fix it?

A

Press “esc”.

152
Q

What is the command line function for displaying IP information?

A

ipconfig /all, or just ipconfig

153
Q

If you are unable to connect to THR Guest, what should you do?

A

Browse to www.texashealth.org in your web browser. You must accept the license agreement in order to access the internet.

154
Q

Which Assignment Group is responsible for Data Manager?

A

EHR HIM

155
Q

What is the URL for Clairvia when inside of the THR network?

A

http://clairvia

156
Q

What does Xnet Gateway error 8004 mean?

A

This means that the XPTR System blank has been changed from XPTR to something else.

157
Q

Which Assignment Group is responsible for Nebo?

A

Patient Applications

158
Q

Tickets sent to Telecom must include _____________.

A

Full phone number and exact location (entity,bldg,floor,dept,room)

159
Q

What is the THR Email Retention Policy?

A

ALL emails older than 6 months are deleted. Manually save emails to your N: drive if you need to keep them longer.

160
Q

Which Assignment Group is responsible for 3M?

A

EHR HIM

161
Q

Which Assignment Group fixes Zebra label printers?

A

MPS

162
Q

Which Assignment Group fixes in-wall cabling?

A

Structured Cabling

163
Q

If document profiles/templates are missing from Document Imaging, how would you go about troubleshooting?

A

Turn off the PC, unplug the scanner, plug the scanner back in, turn the scanner on, turn back on the PC

164
Q

If RAP displays an empty list, what should you do?

A

Run WMI Fix from Soft Rep, and run a Health Check from the SST (ran on your PC, under Remote Workstation Tools).

Service Desk Training (2 decks)

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