Communication from the field is very important for KEES to evaluate how ImageNow is performing and what issues are occurring. The sooner KEES is aware of an issue the sooner the issue can be resolved. The primary communication tool for the field to communicate non-emergency issues is the KEES Help Desk. Users should use the Post Implementation Support process and contact their RRAs or POCs to call or email the Help Desk. Issues will be documented, evaluated, assigned a priority and tracked to completion.
DCF Business Help Desk and DCF Technical Help Desk are still available and perform the same functions they have in the past. These help desks should not be contacted with KEES/ImageNow specific questions. Staff will contact these Help Desks with issues about their hardware or network outages and/or Legacy system issues.
KEES Post Implementation Support Escalation
KEES Help Desk Issue Log
In the event ImageNow is down after go-live, Agency and Project Leadership will determine if off system processes should be implemented. Field staff will be notified via Help Desk communication. At that Time staff should use the processes listed below.
Recommended Processing for KEES-ImageNow Outage After Go-Live
See KEES Security Access for information regarding a request for access to KEES.
If you have access to KEES/ImageNow and do not know your current password call the KEES Help Desk for a password reset.
If you do know your current password and would like to change it, you may do that at any time using the Password Change Self Service. You may access the password change utility by clicking the link from the KEES login screen.
Medical applications that are received will be batched together and mailed to the Clearinghouse on Mondays and Thursdays as of 01/01/2016.