DHS Systems and IT Updates SMI Help desk tips

Help desk tips and questions for
Shared Master Index (SMI) End Users

Updated 7/09/2024

Things to do before contacting the SMI Help Desk

• Clear internet browser cache and cookies.
• Close all internet browser windows and try using different internet browsers.
• Accessing the SMI website with this URL: https://smi.dhs.state.mn.us

Information to provide in an email introduction summary when contacting the SMI Help Desk

• Please provide a detailed description of the issue you are experiencing.
• Please outline the steps followed so SMI staff can try to replicate the problem.
• Please indicate if the problem is occurring consistently or intermittently.

Information to provide when encountering the issue

• Please indicate when the issue was first observed and include a time and date if applicable.
• Please indicate the time and date of the last successful interaction before encountering the issue.
• Please indicate if there were any changes before the issue started.
• Please indicate if the problem persists on another computer/device/network.
• Please specify what the user is trying to do in SMI when the problem arises. What SMI process is being used when experiencing the issue or when receiving the error?
• Please indicate if the issue is occurring in SMI Production, SMIINT, or both? If it's in another environment not mentioned, kindly provide details.
• Please indicate if facing challenges in the SMI Graphical User Interface (GUI), through SMI webservices, or both?
• Please indicate if SMI is being accessed through another system or another application. If so, please list the system/application and third-party vendor. (Some examples may include electronic document management systems.)

Information to provide when seeing error messages

• Please provide information if there are any error messages.
• Please capture screenshots using the Snipping Tool on the computer and attach it to the Help Desk email.
• Please provide the attempted data the user is trying to access when the error occurs. For an example, trying to access a particular person’s information.
• Please indicate if others are experiencing the same issue. Provide their names and associated SMI user IDs if applicable, including the person who is submitting the email.
• Please indicate how the problem is affecting the user, team, and department.
• Please indicate the specific resolution expected from addressing the issue.

Information about similar issues in the past

• Please indicate if there was a similar issue encountered previously.
• If there was a similar issue previously, please describe the similar issue and indicate the time and date of the previous similar issue.

What happens next

• The SMI Help Desk will review the submitted request and concern. The Help Desk will collaborate with the requester to resolve the problem.
• If technical support from SMI is required, a Help Desk ticket will be created to prioritize and assign the issue accordingly.

Help Desk response times

• The SMI Help Desk commits to responding to emails during business hours of Monday through Friday from 8:00 am to 4:30 pm.

Issue escalation

• If this is a 'STOP WORK' matter, please contact the SMI Help Desk at SMIBAHelpDesk@state.mn.us and include the word “URGENT” in the Subject line for prompt assistance. The SMI Help Desk will get to the issue as soon as possible during business hours.

SMI access and security questions

• Please contact the appropriate county/tribal security liaison or state supervisor for access and security questions.
• County and tribal security liaisons should refer to the MN Service Hub – Quick Reference Guide instructions located on DHS-SIR for how to submit requests to SSAM.*

* Only county and tribal security liaisons have access to this link.

For SMI FAQs and learning materials

• For DHS SMI users, click on the following link: SMI Support and Help Desk.

For SMI county/tribal users, click on the following links: SMI SIR page and SMI FAQs.