Dispatch 10042017

All Programs

New KEES Help Desk Process

Beginning tomorrow 10/05/2017, the KEES Help Desk will be implementing a new process.  The current process has been to leave ServiceNow Incident tickets open until the associated defect has been resolved. Effective tomorrow, we will begin resolving Incident tickets once the case has either been fixed or the issue has been researched and associated to a Problem ticket for tracking purposes.

It is important to note that staff will need to read the close notes on the email that is auto generated from ServiceNow to see if further action is needed on their part. Again, the resolution email does not necessarily mean the issue itself has been resolved.

Duplicate IDs

As a reminder, staff should be submitting ALL Duplicate IDs to the KEES Help Desk. Staff should not be attempting to link Duplicate IDs themselves. Staff should also be diligent when registering to ensure they are selecting the person or Client ID they intended to select. In addition, staff should not attempt to process a case involving a Duplicate ID until they have been notified by the KEES Help Desk that it is okay to proceed.

When reporting Duplicate IDs to the KEES Help Desk, please include the Client IDs for the duplicates.

Registration Issues

SSN Already Known - When this error is received and staff cannot locate who has the SSN, please submit a ticket to the KEES Help Desk. DO NOT create a new Client ID without the SSN.

General error received when selecting person during Registration Person Search. Please report these to the KEES Help Desk.

When submitting the two issues listed above:

Include the Client ID if the person is known to KEES. If the person does not exist in KEES, please include the case number you are attempting to add them to or the eApp ID for the application they are on. When there is no case number and no eApp ID, please include the Application Date and the name the application is listed under in ImageNow (this is the ONLY exception to the no PII rule).

Addresses

When adding an address to a KEES case, please do not include a comma in the first or second address line. When a comma is included in the address, staff will receive a general error when clicking on the person name to navigate to the Person View page.

Examples

Good Address:     534 S Kansas Ave Ste 200

Bad Address:     534 S Kansas Ave, Ste 200

Medical Programs Only

Medical Processing Deadlines

Processing Deadlines - Fiscal Year 2018 can be found on the KEES Repository under Other Helpful Information.

V200 Adobe Error

The issue with the V200 form has been identified. It is no longer necessary for staff to submit Incident tickets for this issue.

Non-Medical Programs Only

Non-Medical Processing Deadlines

DCF Processing Deadlines can be found on the DCF Intranet under the Welcome to KEES page.

e-Application Summary Page

The office location on the e-Application Summary page is displaying with KanCare Clearinghouse. This is only a display issue on the page. DCF staff can validate an e-Application is for a DCF office by viewing the Source field and Program Information block. The Source field populates with SSP Non-Medical and the Program Information block populates with Food Assistance, TANF, and/or Child Care, as applicable.

Viewing a SMART Issuance

SMART payments issued from KEES appear on the Issuance History page (accessed through task navigation off of the Case Summary page) with a control number of TBD until they have been issued. Once the payment issues to the vendor, it is not currently appearing on the Issuance History page as expected. Until this is fixed, you can view issued payments from the Fiscal global navigation tab. Select Issuance from the local navigation tab and enter your search criteria on the Issuance Search page. Please do not attempt to create and issue a second issuance thinking that the consumer did not receive their payment because the payment does not show on the page. Please search under the Fiscal global tab and in SMART to ensure payment has been made.