Incident Reporting-MEDES Support Team

REPORTING MEDES ISSUES
MEDES Support Team phone number	877-521-6140
Hours of operation	8:00 AM to 4:30 PM Monday through Friday excluding holidays NOTE: The Helpdesk is unavailable every Thursday from 8:00 to 8:15 am.
MEDES Production Issues	FSD Team Members are to call the MEDES Help Desk phone number listed above to report all production issues except the following which should be submitted through MITS: Application Case – No Link General: Bypass for coverage outside of MEDES Dual Segments Slowness in MEDES Task Queue Issue Integrated Case (IC)/Product Delivery Case (PDC): Coverage not starting first day of application month MPW/Newborn closing in error IC – UHSE on Dashboard/Evidence PDC – Failure to adjust LOC due to open ended 31A EEE Notice – Notice incorrect Downstream – Coverage downstreamed under high DCN after SDUP merge to low DCN Follow the instructions below to report issues online. Staff is encouraged to report problems online instead of by phone whenever practical. Follow the instructions below to report issues online

TO CREATE A MEDES INCIDENT TICKET

1. Click the MITS link

NOTE: If you do not have access to MITS, please use the Online MEDES Incident Ticket to report production issues

2. From the MEDES Bypass > Site Assets > MITS page, click the MITS_b4-bypass link
3. In the User Authentication popup box, enter the last 4 digits of your work phone in the space provided
4. Click the OK button
5. Click the Create an Incident button

NOTE: When the ticket is accessed your contact information is automatically pre-populated for you. *These fields can’t be changed.

6. Enter your supervisor’s email
7. Select your county from the County drop-down
8. Select the checkbox next to MEDES Bypass if creating a Bypass request
9. Select the Subject Description from the drop-down. This is a CRITICAL step. Choose the description that best fits the issue

a. Unhandled Server Error (UHSE) is the same as a Trouble Shooting Error Message. Ensure the appropriate UHSE description is selected.

b. Always select the appropriate case

i. MHN Application Case, select Application Case
ii. MHN Health Benefits, select Integrated Case

c. If Other-select Please Specify

i. Only use when no description matches the issue
ii. An editable field will display to the right of the selection. Specify issue in this field

10. Select the correct ID type from the Select ID Type drop-down
11. In the ID Number field, put the number that corresponds to the ID Type selected above.

NOTE: The MEDES Support Team prefers selecting DCN in the Select ID Type field and entering the Head-of-Household DCN in the ID Number field.

12. Enter detailed information into each open-ended field. Provide as much detail as possible about the issue.

a. The more detail, the faster the review can identify the issue
b. Keep comments entered professional
c. Spellcheck is enabled in the fields
d. Do NOT copy/paste the same information into all four boxes. Please include appropriate information in each box.
e. If submitted on a case with a critical medical need, note this in “What were you trying to do” box. Also include a description of the medical need along with the system problem.

13. If you have a file to attach, click the Browse button to choose the file (for example: A screen shot).
14. Review the detailed information you have entered prior to submitting the issue
15. Click the Submit button to send the issue to the MEDES Support Team for processing. After the Submit button is clicked, a green bar will display at the top of the screen. The green bar indicates the ticket was submitted. Also, an email confirmation will be sent to the individual who opened the incident ticket, containing the incident ticket number for reference.