Help Desk Processes

Rules of Thumb 👍 Responsibilities: CWS/SCC: Danielle will handle all tickets and emails related to CWS/SCC. NCWS/EH: Kristen will handle all tickets and emails related to NCWS/EH. Multiple programs/no program: Help desk staff should take these as they see them in the queue. When a new ticket comes into JSM queue or an email comes into the box: Quick response: If it can be handled quickly, assign it to yourself, answer it, close it out or move it to corresponding folder. Needs more research/help: If it’s something that needs more research, assign it to yourself, research the issue as you have time. If the issue is going to take longer than 2 business days, respond to the user telling them: “Thank you for reaching out. I am researching your question/issue and will get back with you in 2-3 business days." Find the answer and then respond back, close out the ticket/email. Involving other DWEHD staff: If an SME or staff member needs to be involved, we should be reaching out to that staff member or @mentioning them in the JSM thread. We should not be assigning the ticket or forwarding the email onto them to resolve. The help desk should be the one responding to the user, not the program area staff member. Requesting Tier II Support: Requesting Tier II Bug Testing on a Help Desk Ticket/Email No Response Back: If you don’t hear back from the ticket requester, it is perfectly appropriate to reach out to the internal staff via Teams, saying if you don’t receive a response with 3 business days, you will close out the ticket. Same can be said for external users via email. Put an internal note in the ticket saying, “No response, closing ticket.” Only work on tickets/emails that you are assigned to or have been working on. When multiple people work on them, it causes duplicate messages and confusion to our users. If you see a ticket/email that is not assigned to you and has been waiting over 3 business days, reach out to the person it’s assigned to and check first before answering the ticket/email. After resolution, make sure an internal note is put on the ticket with documentation and explanation of solution, when possible. Updating KBAs: Consult with Mary before editing or publishing. Backup coverage: If you are off on A/L or S/L and would like backup, let the other help desk team members know so they can cover for you while you’re off. Unless you are asked specifically to cover for a certain period of time, do not handle user requests, tickets, or emails that the other help desk members cover. If you see a ticket/email that appears to be an emergency, reach out to Ronda for direction on how or whether the ticket should be handled in their absence. Communicate! Most importantly, work with your team! Things are much easier when we have full communication and we’re not working in silos.

General Email Box Etiquette: EGLE-MiEHDWIS@michigan.gov is a shared email box among certifier team members and system administrators. As of April 2026, the CROMERR Certification Team has a new shared email account: EGLE-DWEHD-CertifierTeam@Michigan.gov. We use the shared email box for Certifier management, System Admin, announcements, interactions with external users, general MiEHDWIS questions, user account questions, training sign-up questions, etc. We have color-coded name tags (Outlook Categories) to identify who is processing which email. Certifier questions: Danielle is lead and will forward to the CROMERR Certification Team mailbox as needed. Help desk questions: Danielle is lead on CWS/SCC and Kristen is lead on NCWS/EH. Any other questions, help desk staff should take these as they see them in the queue. Training request questions: Mary is lead and will take care of these. MiLogin questions: Danielle/Kristen are leads and will take care of these. Local Health Department / Power BI / Misc. Questions: Danielle/Kristen are lead and will work with necessary program staff. If the email is tagged and sitting longer than 24-48 hours, it’s a judgment call. Reach out to the assigned team member and see if they need help. Please do not flag emails. It will flag the email for every person with access to the mailbox. If a reminder is needed, forward email to your personal account. Be mindful. This is a shared account among many users. Changing settings, flagging emails, marking emails as unread, etc will affect everyone.

Certifier Approval Process/OneSpan (processed by members of the Certifier Team only) On the CWS CERTIFIER REQUESTS - PROCESS saved search, look for activities listed as User Role Verification. Add Requestors Name to end of Activity Name (Activity Naming Convention: Certifier Request-MI#######–Certifier Name. To find the Requestors Name, on the Activity Overview, click on Actions on the right navigation bar. Once you have the requestors name, close out of the Actions Drawer, and then click on Pencil icon to edit the Activity Name. In the Edit Activity Name pop-up, add Requestors Name to the end of the Activity Name and then click Save. Leave the activity assigned to the District Engineer to verify relationship. The District Engineer will verify that the requestors relationship with the supply is valid and that the Administrative Contacts details are accurate before transitioning. If applicable, the District Engineer will update the Administrative Contact details in SDWIS/Eddy before transitioning. Once the District Engineer has transitioned the certifier request to Relationship Verified, assign the Activity to yourself and send the certifier agreement via OneSpan. Open OneSpan Sign in a separate tab. Login - OneSpan Sign Remember: your email will end in @mi.gov Click on Manage Delegation. Select DWEHD CertifierTeam and then click on Start Managing. Click on New Transaction. Select a Template. MiEHDWIS Certifier Agreement is for two signers. MiEHDWIS Certifier Agreement SS is for single signers (remove SS from name when preparing agreement). In the Name field, add requestors name First and Last Name, and the PWSID and Name (example: MiEHDWIS Certifier Agreement - Jane Doe - MI9999999 (9999) | KRIS’S TEST SYSTEM). Click Create. Signer1 will always be the Administrative Contact (AC). To find AC info, look in Eddy on the Entity Overview Primary Contacts tab.  In OneSpan, click on Placeholder and change to Recipient. Add First Name, Last Name, Email Address, Title (Administrator or Administrative Contact) and Company (PWSID and Name). Signer2 will always be the user requesting to become a certifier. :info: If the AC is requesting to become a Certifier, there will only be one signer, but the steps below should be followed. In OneSpan, click on Placeholder and change to Recipient. Using the information provided on Dynamic Form in MiEHDWIS, input the users name exactly as listed. If a Middle Name is provided, enter it with their First Name. If a Suffix is provided, enter it with their Last Name. Add Email Address, Title (Certifier) and Company (PWSID and Name) Click on the Ellipsis and select Add authentication method. Under Authentication Method, select Document Verification with Facial Comparison. Enter the Phone Number listed on the Dynamic Form, click Save. Click the Next button in top, right-hand corner. :info: If Certifier is also the AC, proceed to Step 15. On the Certifier Agreement, scroll down to Applicant Information to fill out the Entity/Facility Name and ID and the First and Last Name text areas. Click on Text Area field. On the left-hand side under Field Settings, enter information in the Default Value section. Close out of Field Settings. Click on Send to Sign. Then click Send on the Confirmation pop-up box. Return to MiEHDWIS and Transition Activity to Agreement Sent. Once signed certifier agreement comes back as complete via email to the Certifier Team Mailbox, locate the transaction in OneSpan. Click on the link of the completed transaction, click Complete, and then Yes on the pop-up box. Click the Download button, which will download all documents in a zip file to your Downloads folder on your computer. Once zip file has been downloaded, click the Archive button. Rename zip file in your Downloads folder as CA-PWSID-Requestor Name-Month Year (example: CA-06280-CertifierName-042026) In MiEHDWIS, upload the zip file to the Entity File Drawer and set the file to FOIA Exempt. After uploading the file, click on the file link and then click Edit. Mark the checkbox as FOIA Exempt and then click Save. Return to the Certifier Activity and Transition to Add Activity Creator as a Certifier. This will automatically add the user as a Certifier to the Entity Contacts drawer. On the pop-up box, confirm that the zip file was set to FOIA Exempt.

Administrative Contact initiated Inactivation via MiEHDWIS If the Administrative Contact followed the Removing a Certifier from a Water Supply instructions, please follow these steps. On the CWS CERTIFIER REQUESTS - PROCESS saved search, look for activities listed as Revisions Requested. These will automatically be assigned to Danielle. If covering for Danielle, please assign activity to yourself. On the Entity Overview, click on Contacts on the right navigation bar. Click on the Pencil icon for the certifier that is to be removed. Click the Delete button and then close out of Contacts drawer. Click Transition and then choose Inactivate. See note below if MiEHDWIS account needs to be inactivated. Administrative Contact or Internal Staff Emailed Help Desk for Certifier Removal If the Administrative Contact followed the Removing a Certifier from a Water Supply instructions and emailed the CROMERR Certification Team OR an internal staff member followed the Certifier Removal Process and emailed the CROMERR Certification Team, please follow these steps. On the Entity Overview, go to the Activities tab and locate the Certifier Request activity for the Certifier to be inactivated. Click on the Activity ID hyperlink. Click Transition then choose Inactivation Requested (path for Internal Users). These will automatically be assigned to Danielle. If covering for Danielle, please assign activity to yourself. On the Entity Overview, click on Contacts on the right navigation bar. Click on the Pencil icon for the certifier that is to be removed. Click the Delete button and then close out of Contacts drawer. While still on the Activity Overview, click on Files on the right navigation bar. Upload email from AC or internal staff member and then close out of Files drawer. Click Transition and then choose Inactivate. See note below if MiEHDWIS account needs to be inactivated. Administrative Contact or Internal Staff Submits Help Desk Ticket for Certifier Removal If the Administrative Contact followed the Removing a Certifier from a Water Supply instructions and submitted a help desk ticket OR an internal staff member followed the Certifier Removal Process and submitted a help desk ticket, please follow these steps. On the Entity Overview, go to the Activities tab and locate the Certifier Request activity for the Certifier to be inactivated. Click on the Activity ID hyperlink. Click Transition then choose Inactivation Requested (path for Internal Users). These will automatically be assigned to Danielle. If covering for Danielle, please assign activity to yourself. On the Entity Overview, click on Contacts on the right navigation bar. Click on the Pencil icon for the certifier that is to be removed. Click the Delete button and then close out of Contacts drawer. While still on the Activity Overview, click on Notes on the right navigation bar. Click on Create Note. Title: {Certifier Name} Removal Request Note: Include help desk ticket number, who is requesting the removal, and any other pertinent information. Category: General Note Click Save and close out of Notes drawer Click Transition and then choose Inactivate. See note below if MiEHDWIS account needs to be inactivated. If covering for Danielle and the Certifier’s MiEHDWIS account needs to inactivated (user has retired, no longer employed by supply, etc), forward the Certifier's information (First and Last name and/or Username) to the MiEHDWIS email.

Local Health Department Users Only (Kristen processes these): Follow instructions in How to Process New Local Health Department MiEHDWIS User Access Requests. Campground, Septage, and Water Hauler Users Only (Kristen processes these): Follow instructions in How do I process Campground, Septage, and Water Hauler new user requests in MiEHDWIS? CWS Program Users Only (Danielle processes these): Follow instructions in Approve or Deny a MILogin for Business (formerly Third Party) MiEHDWIS New User Access Request School and Child Care Program Users Only (Danielle processes these): Follow instructions in Processing School and Child Care New User Requests Access Request Denials: Following are some reasons you would deny a user access request. Some denial templates are saved in the MiEHDWIS email templates: Duplicate request. Before denying, reach out to the user and see which account they want to use or if there is a business need for two accounts. The “reason for access” shows they shouldn’t have access (trying to fulfill FOIA requests, non-DWEHD staff trying to obtain records, etc). MILogin account was set up under a Business name and not an individual. User is requesting access for Noncommunity Water Supply. Program is not yet incorporated into MiEHDWIS yet.

New DWEHD Worker Access Requests Navigate to System, then go to Security, then Access Requests.  Under MILogin User Type, look for any Worker requests. Click on the user's REQ ID link (make sure it isn’t assigned to anyone). Make sure that DWEHD is listed as under Agency. If Agency is anything other than DWEHD, please deny (see denial reasons below) by clicking on Transition, then Deny Request. Assign CWS/SCC program Worker Requests to Danielle and EH/NCWS program Worker Requests to Kristen. Verify that a MiEHDWIS account does not already exist for user (i.e. may have had a MILogin for Business (Third Party) account that needs to be inactivated). Copy last name. Click on Security, then Users. Paste last name and verify that an account does not already exist. If an account already exists, email user to find out if there is a business need for having another account (i.e. DWEHD employee but also does consulting work on the side and would need both a Worker and MILogin for Business (Third Party) account). If new account is for a name change (MILogin does not allow State of Michigan employees to change their name; all new credentials are provided), inactivate previous account and approve new request. If Worker access request should be approved, check to see if you have the ‘New Response: DWEHD IT Applications Security Request Form’ email from Adrienne. This email will provide the Groups and Workgroups the new user should be added to. If you have not received the email, send the DWEHD IT Application Security Request Form to the user’s supervisor (cc user) and ask that the form be filled out. Once you have the email from Adrienne, go Back to Security, then Access Requests. Click on the Request ID of the account you would like to approve. On the users Access Request Overview, click on the View User Groups hyperlink to add the worker to their appropriate Groups. Remove user from the Unapproved Internal Group by clicking on checkbox then clicking the Remove button. Click on Add button and search for each group the worker should be added to. Click on the checkbox for each group to select them. Click the Save button. Navigate to Security>Workgroups. Filter for each workgroup the user should be added to. Click on the hyperlink for each workgroup, click on the Users tab and click on the Add button. Search for the worker’s name and click the Save button. Repeat for each workgroup. Go back to Security>Access Requests, and then click on the Request ID of the account you would like to approve. To approve request, click Transition and then choose Approve Request. Access Request Denials Following are some reasons you would deny a Worker request.  Agency is not DWEHD but is an EGLE employee (i.e. Water Resources employee looking for information on shared permit project). At this time, we are not granting other EGLE divisions access to MiEHDWIS. Deny requests and send denial email (example below): ”We see that you submitted a request for access into MiEHDWIS.  Currently, MiEHDWIS has limited capabilities and is strictly for DWEHD workers at this time.  The system cannot provide you with the information that you are seeking. MiEHDWIS is constantly evolving, however, and hopefully in the future other divisions will be able to get needed information out of MiEHDWIS.” The “reason for access” shows they shouldn’t have access.

Converting New User Access Requests from Worker to Third Party Accounts Processing MiLEAP Worker New User Accounts

External User (CWS) - Danielle processes these. Navigate to System > Security > Users Type users last name into Filter Click on correct Username Click on Groups Remove any current groups Add to Unapproved External User Go back to User details Click Edit Under Account Status, choose Inactive Click Save Remove Contributor or Certifier status on the entities the inactivated user is a Contributor on. External User (LHD) - Kristen processes these. Navigate to Partners > Local Health Departments Type LHD that user is associated with in Filter Click on correct LHD On Office card, click on correct office if more than one listed Click on Contact Tab Click checkbox next to users name Click Remove Navigate to System > Security > Users Type users last name into Filter Click on correct Username Click on View User Profile Under Default Contact Information, click on View Contact Record Click Edit Click Delete Navigate to System > Security > Users Type users last name into Filter Click on correct Username Click on Groups tab Remove any current groups Add to Unapproved External User Go back to User details Click Edit Under Account Status, choose Inactive Click Save Internal User - Danielle processes these for CWS/SCC and Kristen processes these for EH/NCWS. Navigate to System > Security > Users Type users last name into Filter Click on correct Username Click on Groups Remove any current groups Add to Unapproved Internal User Go back to User details Click Edit Under Account Status, choose Inactive Click Save If Workgroups for user are known *Can find workgroups by running the 'User Quality Control Report' under Reports Navigate to System > Security > Workgroups Type Workgroup name into Filter Click on Workgroup Click on Users Find username and click on box Click on Remove Repeat for any workgroups user was in

Instruct the user to update their MiLogin Contact Information. Once they have updated their name in their MILogin profile, the user should email the help desk at EGLE-MiEHDWIS@Michigan.gov. Once the user has updated their name in their MILogin profile, navigate in MiEHDWIS to System>Security>Users Search for and select the user On Details tab, click on View User Profile On Workgroups tab, select the user’s personal workgroup Click on the Edit button Change the workgroup first/last name (do not change the username): Click on the Save button

Open KL&A Jira (be sure you are logged in) First search if there’s a related ticket that was reported previously:                     Bug ticket filter search = BUG Backlog. Click the blue +Create button on dashboard banner Space: Water Development Project Work Type: Bug Summary: Keep the summary concise but descriptive, like the subject line of an email. Components: Start typing in this field to choose affected components, such as “Activities”, “Dynamic Forms”, etc. Tester (optional): Most likely yourself USER(s) (optional): Provide username of the person who reported the issue, if known URL(s) (optional): Provide URL to the relevant MiEHDWIS activity(ies). Defect Description: Give detailed description of the bug  (i) add information “emoticon” from menu for info you want to stand out. (?) add question mark “emoticon” from menu for gotchas and questions for the testers to explore. Defect Resolution / Acceptance Criteria: Give detailed description of how it’s supposed to function. Reproduction Steps: Give detailed, step-by-step reproduction steps, like you would want to follow, if you were the one doing the testing. Work Around: Add if applicable Error Message(s) & Technical Notes: Add if applicable Environment: Select the environment(s) in which the bug is occurring. Select All environments (using Ctrl button), if the behavior is occurring in all environments. Priority: Probably Major or higher Attachment: Attach any relevant screenshots or videos. Program Area: Select the program area in which the behavior is happening. Select All the programs (using Ctrl button), if the behavior is occurring across all programs. Click Create button If applicable, respond to customer with ticket status. When appropriate, close out the help desk ticket, select “Bug Ticket Created” for that ticket’s resolution.

Open KL&A Jira (be sure you are logged in) First search if there’s a related ticket that was reported previously: Enhancement ticket filter search = Enhancement List - ALL. Click the blue +Create button on dashboard banner Most fields are optional. Below are fields that should be filled out. Space: SOW Requirement Project Work Type: Enhancement Summary: Keep the summary concise but descriptive, like the subject line of an email. Overview: Provide a detailed description of what is missing, why it is needed, and the business objective. As a<Persona>, I need <Insert Statement> so <I can meet Business Need>.  (i) add information “emoticon” from menu for info. you want to stand out. (?) add question mark “emoticon” from menu for gotchas and questions for the testers to explore. Example: Revise the place holder language in the Open Invoices Card on the external user dashboard when no invoices found to display here, so it doesn't confuse external users in program areas like CWS, NCWS, and SCC. PWS doesn't have invoices/fines/fees in the system yet, but these exist for CWS/NCWS and seeing this say "no" is misleading when some could exist that just don't appear here, because of current functionality. When a card doesn’t show the full or up‑to‑date balance, users may mistakenly assume that nothing is owed or that their account is current. This can create confusion, lead to missed payments, or cause disputes later. By clearly stating what the card does and does not represent, we help users understand where to look for their actual balance and prevent misunderstandings about their financial obligations to the State. Whereas SCC won't have invoices so it could lead external users to think maybe they might get charged for something. There is static content, but users often don’t hover to read the info. Messaging that is visible without hover/click is desired. Acceptance Criteria (optional): Clear conditions that must be met for a task or user story to be considered complete. Example: Change the text in the standard external user Open Invoice card to show “No invoices found. Invoice data is only available for Environmental Health programs. Public Water Supply, Schools, and Child Care do not use invoicing in this system.” Technical Notes/Question: Add if applicable Components: Start typing in this field to choose affected components, such as “Activities”, “Dynamic Forms”, etc. Attachment: Attach any relevant screenshots or videos or mockups. Priority: Probably Minor Click Create button If applicable, respond to customer with ticket status. When appropriate, change the help desk ticket status to 'Waiting on EGLE” or close out the help desk ticket, select “Enhancement Ticket Created” for that ticket’s resolution.

Swimming Pools and Campgrounds Only accept Claim Entity Pin requests via email. Do not give PINs out over the phone. If you can match the requestor by their email address to a contact or billable customer on the entity, provide the PIN. If you cannot match the requestor to any known contact or billable customer on the entity, forward the request to the program area administrator with a note that they need to validate the identity and provide them with the PIN if necessary. Schools and Child Cares Only accept Claim Entity Pin requests via email. Do not give PINs out over the phone. If you can verify that the requestors email is from the school or district, provide the Entity ID and PIN. Include in email the name and email address of the school’s contact and ask to update information in CEPI if incorrect. If you cannot verify the requestor, forward email to program staff at EGLE-DWEHD-FilterFirst@Michigan.gov.

MiLogin Level 1 Helpdesk Guide - Overview (azure.com) Email Addresses: MILogin-Support@michigan.gov MILogin-Support-Level 2-3@michigan.gov Submit a remedy ticket: DTMB Remedy Ticket