Please note that University Physicians, Inc. is now doing business as University of Colorado Medicine (or "CU Medicine").
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Created:   | Updated: 08/25/2017
1.   Report a Problem, Make a Request, or Ask a Question
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2.   Know When I Will Get a Response to My Problem, Request, or Question
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3.   Get a Password Changed
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4.   Create a Strong Password
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5.   Sign Up for a Computer Class
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6.   Send Safe or Encrypted Email
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7.   Archive Email
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8.   Handle Removable Media Encryption
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9. Find the Computer Orientation Manual
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10. Get an IT Project Status Summary report
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11. Get Computer Access for a New/Temp UPI Employee
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12 Get Computer Access for an Affiliate Employee or DFA
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13. Request New Hardware
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14. Request New Software
      Answer
15. Get New Phone Service or Move the Phone to a Different Desk
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16. Know When to Get a Business Associate Agreement
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1. Report a Problem, Make a Request, or Ask a Question
For each of these, contact the Help Desk at ext. 38000 or helpdesk@cumedicine.us. A problem is something that is broken, is no longer working as it did, or needs to be brought to someone’s attention immediately. A problem stops someone from doing their work or significantly impacts their work. Examples: The system is down, errors such as an undefined error, desktop software is not working, files need to be restored, an interface is down, a process needs to be rerun, I moved my PC and cannot get it reconnected, or the system is incredibly slow. A request is a change that needs to be made. Examples: Password resets, sticky keyboard, cannot change background image on desktop, user account security forms, move a phone to a different location, termination requests, new dictionary field, move claim form to live, dictionary upload, add a query or process to night jobs, CB security role needs to be changed, or there is a change in the way the software works or processes. A question is when you are just looking for more information.
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2. Know When I Will Get a Response to My Problem, Request, or Question
Problems are given a priority when they are received by the Help Desk. The response time will vary based on the priority given the problem. This response time is based on the time between your contact with the Help Desk and someone contacting you to begin a dialogue about the problem. Below is a chart giving the priorities and the anticipated response times.


For requests and questions, the anticipated response time is also based on the time between your contact with the Help Desk and someone contacting you to begin a dialogue about the request or question. This response time will be within 24 hours of the first contact with the Help Desk, excluding holidays and weekends.
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3. Get a Password Changed
Contact the Help Desk at ext. 38000 or helpdesk@cumedicine.us.
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4. Create a Strong Password
Creating an Uncrackable Password
If you cannot find your answer in this document, contact the Help Desk at ext. 38000 or helpdesk@cumedicine.us.
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5. Sign Up for a Computer Class
Refer to the Training section of the Intranet, under Patient Accounts.
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6. Get Answers about Microsoft Office or Outlook
Office 2010 FAQs
If you cannot find your answer in this document, contact the Help Desk at ext. 38000 or helpdesk@cumedicine.us.
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7. Send Safe or Encrypted Email
SAFE Email Encryption Instructions
If you cannot find your answer in this document, contact the Help Desk at ext. 38000 or helpdesk@cumedicine.us.
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8. Archive Email
Email Archive Procedure
If you cannot find your answer in this document, contact the Help Desk at ext. 38000 or helpdesk@cumedicine.us.
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9. Find the Computer Orientation Manual
Computer Orientation Manual
If you cannot find your answer in this document, contact the Help Desk at ext. 38000 or helpdesk@cumedicine.us.
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10. Get an IT Project Status Summary report
IT Project Status Summary
If you cannot find your answer in this document, contact the assigned project manager.
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11. Get Computer Access for a New/Temp CU Medicine Employee
CU Medicine Directors and Managers are authorized to request computer access. The authorized requestor needs to fill out the User Account Security Form and return it to the CU Medicine Help Desk. Read User Account Security Form Instructions – Internalfor assistance in filling out the form. New/Temp CU Medicine employees will be required to sign the User Account Acknowledgement Form – Internal before they will be given their passwords for access. If you have any questions, contact the Help Desk at ext. 38000 or helpdesk@cumedicine.us.
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12. Get Computer Access for an Affiliate Employee or DFA
CU Medicine Directors and Managers are authorized to request computer access.  The authorized requester needs to fill out the User Account Security Form and return it to the CU Medicine Help Desk. Read User Account Security Form Instructions – External for assistance in filling out the form. External employees will be required to sign the User Account Acknowledgement Form – External before they will be given their passwords for access.  If you have any questions, contact the Help Desk at ext. 38000 or helpdesk@cumedicine.us 
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13. Request New Hardware
CU Medicine Directors and Managers are authorized to request computer hardware. The authorized requester needs to fill out the Computer Hardware/Software Request Form and return it to the CU Medicine Help Desk.  If you have any questions, contact the Help Desk at ext. 38000 or helpdesk@cumedicine.us.
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14. Request New Software
CU Medicine Directors and Managers are authorized to request computer software. The authorized requestor needs to fill out the Computer Hardware/Software Request Form and return it to the CU Medicine Help Desk. If you have any questions, contact the Help Desk at ext. 38000 or helpdesk@cumedicine.us.
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15. Get New Phone Service or Move the Phone to a Different Desk
Fill out the Telecommunications Request Form and return it to the CU Medicine Help Desk.  If you have any questions, contact the Help Desk at ext. 38000 or helpdesk@cumedicine.us 
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16. Know When to Get a Business Associate Agreement
A Business Associate Agreement is obtained from an organization once they are considered to be a business associate and it holds them accountable to HIPAA rules as a condition of the business relationship. This will permit a business associate to create, receive, maintain, or transmit electronic protected health information (ePHI) on CU Medicine’s behalf and provides assurances that the business associate will appropriately safeguard the information. If you have any questions, please contact CU Medicine's Compliance Officer, Aaron Van Artsen, at ext. 37620 or aaron.vanartsen@cumedicine.us. 
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