JHH Access Troubleshooting

 

Chrissy Herpel and Rachel Stoughton are the JHH “security coordinators”- many times if users call the JHH Helpdesk, the HD sends those users back to us as they do not provision any access. There is a separate ticket area in FreshService for all JHH Epic Issues. 

 

There are some common calls that we (KKI) can field without having the users call the JHH HD…..

 

  1. “I can’t get into JHH Epic.”
    1. Please make sure they are using their JHED and NOT their KKI username- this is very common.
    2. Try resetting password (please see number 2 below for directions)
    3. You can send the users to us- their account may be blocked- or they may not have access at all- Common as JHH will make accounts inactive if you do not log into Epic within a certain timeframe. Chrissy Herpel and Rachel Stoughton can reactivate the account.
  2. “I don’t remember my password.”
    1. Direct them to my.jh.edu and select the forgot password function. 
    2. If they have done this, and they still cannot reset it, or cannot remember their security questions, then have them call the JHH Epic HD. Chrissy and Rachel cannot fix this part.
  3. Any calls about the IP BCA or IP documentation issues etc., please send the ticket to Rachel Stoughton or Chrissy Herpel. 
  4. Calls about IP label printers- Can be fielded by our staff (Daquane/Staci/Bruce have a lot of knowledge re the IP Label printers). 

 

If calls come in on the weekend, those users will need help ASAP so that they can provide inpatient care. Those are usually password issues.

 

***Reach out to Rachel Stoughton if you have any questions.