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Getting Help

While the Clinical System (UMMH) and UMass Chan are close partners please note that they have separate help desks with different responsibilities and access. Refer to each topic below.

UMMH Network Accounts

UMass Chan IT - Academic Technology together with UMMS IS has automated the process of providing UMMH network accounts with Epic and EHRC access for all learners. Learners will receive their login credentials via email from IS Support Center <umassmemorial@service-now.com>.

For instructors and staff, a UMass Chan representative with a UMMH account will need to submit a security access request (SAR) for a network account on your behalf. Submit a ticket to requeest a UMMH Network ACCOUNT here.

Account Deactivation

All UMMH network accounts that remain inactive for over 90 days will be deactivated. Once deactivated, you have an additional 90 days to get it reactivated. Should your account become deactivated, submit a ticket for ACCOUNT REACTIVATION here. If your account is not reactivated within 90 days, it will be deleted and then you will need a new account.

Password Reset

You will need to provide the Clinical IS Support Center with your personal PIN which is the last four digits of your UMass Chan student ID.
Call Clinical IS Support Center at (508) 334-8800, select option #1.

NOTE: For security purposes, Clinical IS requires that you change your password annually.

UMMH Information Services has implemented a self-service password reset tool. This tool allows users to reset their network passwords independently by clicking a button on the login screen and receiving a verification code via personal cell phone, personal email, or corporate cell phone. This more secure process is similar to how you might reset your password on other websites with self-service password reset functionality (i.e., personal banking, credit cards, retailers, etc.)

To use the password reset tool, you must add your personal email and/or personal cell phone number and personal cell phone carrier on the My Information Page of the IS Self-Service Portal in ServiceNow.

Job Aid: How to populate the "My Information" page
Job Aid: How to use the Self-Service Password Reset Tool

Forgotten PIN Verification

If you forget your PIN, the Clinical IS Support Center will need UMass Chan to verify as a student.
Call UMass Chan IT Helpdesk at (508) 856-8643.

NOTE: When contacting the UMass Chan IT Helpdesk, ask them to verify you with Clinical IS Support Center.

Remote Access

For remote access issues (FMD or RSA), please contact the Clinical IS Support Center at (508) 334-8800.

Epic Functionality Support

Call Clinical IS Support Center at (508) 334-8800, select option #2.
You may also enter a support ticket online via the UMMH IS Self Service.

NOTE: You will need to enter your Clinical user username and password to gain access to the portal.