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Frequently Asked Questions


Frequently Asked Questions

Service Now
1. I am IT Support Staff - how do I get access to Service Now?
2. How do I get a Configuration Item(Product) added to Service Now?
3. I need to make a change related to incident, interaction or change management - what should I do?
 
HealthStream
1. Cannot access HealthStream Learning Center (HLC)
2. I am a JHH emloyee - who do I contact for assistance with HealthStream?
3. I am a Bayview employee, who do I contact for assistance with HealthStream?
4. I need additional training on system
5. I cannot find JHCP course or class in catalog
 
WebPay
1. I am unable to access my pay statement - what should I do?
2. I can logon, and see my pay listed but cannot drill on a specific pay - what can I do?
 
JHEA - Johns Hopkins Emergency Alert
1. How do I update my emergency contact information?
 
Email Relays
1. Why do I receive the following error: 550 5.7.1 Relay not permitted?
2. Why am I receiving error messages stating that an email that I sent could not be delivered to the recipient? I never sent these messages.
3. What is authenticated SMTP?
4. My Symantec anti-virus software detected a virus in a message. Who should I notify?
5. What is the maximum message size allowed by the enterprise relays?
6. I sent an email with an attachment but it was never received. What happened to the message?
7. Why are there no notifications sent to either the recipient or the sender when a message that contains a prohibited attachment is deleted?
8. Who can I report spam or false positives to?
9. How do I check to see if my ISP is blocking port 25?
10. Certain entities, outside of Hopkins, are unable to send emails to my Hopkins email address successfully. Their messages are being returned with a 5.x.x error code. What's going on?
11. Who can I report phishing or suspicious emails to?
 
Anti-Spam
1. Is there a way to turn off the "JHSPAM-ALERT" notification that you are adding to the subject line of the email?
2. How do we send a message back to the spam sender to block any further e-mails from that sender?
3. Is there a way to shorten the SPAM filtering tag? The current tag causes the subject of the offending email to be pushed off the edge of the screen.
4. Why can't SPAM messages be blocked altogether?
5. Will this result in more SPAM Email?
6. Is there a way to report messages that have been marked incorrectly?
 
TheraDoc
1. I have been denied access after using ID and password - what should I do?
2. I forgot my password - what should I do?
 
Mainframe
1. When I try to access a document on the Mainframe, it tells me "Access denied--being used by op. OPS via 'document name (ex. EB14)' on TERM since 10:01:45"- how can I get access to it?
2. What software do I need to access the mainframe (CICS, CUFS, etc)?
3. When trying to access the mainframe I received the message "You've entered an incorrect password 5 times and your pass-word has been revoked."
4. When trying to copy and paste the ace-pass password that was generated; I received the message "Your ace-pass is incorrect."
5. When trying to access CICS; I forgot my password.
6. When trying to access the mainframe for the first time; I received the message "Your password is expired."
7. I'm a new user and I was given a password; but not a PIN. What do I do?
8. When trying to access REQN via- CICS; I received the message "Access Denied."
9. When trying to access TSO via- the mainframe; I received the message "Userid=XXXXX is already logged on."
10. Client call and stated that a job they where trying to print to the remote printer is held in the queue.
 
EPIC
1. Problems changing password
2. User Needs View Only Access
3. User Needs Access to a Clinic
4. Incorrect patient information
5. Any Template updates or changes
6. Questions about Templates
7. Patient marked as International Patient but not an International Patient
 
HDM
1. How do I get my password reset?
2. How do I get a HDM user account?
 
SIS
1. Who can access a student's account?
2. How do I get a SIS ID?
3. I cannot log into Financial Aid using my SIS ID
 
E210 - Attendance Record
1. When will my E210 be set-up?
 
Enterprise Authentication
1. What is Enterprise Authentication?
2. Where do I get my password and user id?
3. I've forgotten my password, what do I do now?
4. This site tells me my password is EXPIRED, what do I do now?
5. Why has my password EXPIRED?
6. Who is required to change their password?
7. How can I protect my web application with Enterprise Authentication?
8. How do I find my JHED Login ID (LID)?
9. Why is a "First Time Login" different?
10. How do I reset my password?
11. I am having problems logging in, what should I do?