Understanding Pitt IT and UPMC Help Desk Assistance

UPMC

You may contact the UPMC Help Desk via the following methods:

• Call 412-647-HELP (4357)
• Chat with Service Desk
• Submit a Datacomm service request
• Visit the Help Desk Infonet page

The IT Service Portal is an additional support option, allowing you to enter all the information for a technical request, and track the status of your current tickets, without calling the Help Desk.

Pitt

You may contact the University of Pittsburgh’s Technology Help Desk via the following methods:

• Call 412-624-HELP (4357)
• Submit a Help Ticket
• Chat with an Expert
• Email helpdesk@pitt.edu

Some buildings are shared by employees from both the University of Pittsburgh and UPMC. In these cases, it can be difficult to know which Help Desk to contact when you have a question or need help with an issue.

You can use the list below to help determine which organization operates shared facilities:

In most cases, however, it may be more useful to consider the IT service you are using when deciding which Help Desk to contact (see next section).

When determining whom to contact for help, consider the service you are using. If the service is managed by Pitt IT, contact Pitt’s Technology Help Desk. If the service is managed by UPMC, reach out to the UPMC Help Desk.

• View Pitt-related IT services ...
• View UPMC-related IT services on the IT Service Portal ... (Application Services, Print Services, Data Communication and Networking, and more)

UPMC

You can reset your UPMC password from the Passwords page, which includes step-by-step instructions and details about multifactor authentication. You can also reset your UPMC password using the Reset Password link at the top of the IT Service Portal.

Note: If you are locked out of the network (for example, email, Cerner, Epic), the UPMC Help Desk chat can be used to unlock your account.

Pitt

If you forget your University Computing Account password, you can reset it online. Click the Forgot password? link on the Pitt Passport login page.

You will be prompted to answer the three security questions you set when creating your password. If you have not set your security questions, call Pitt’s Technology Help Desk at 412-624-HELP (4357) for assistance. Learn more …

The University of Pittsburgh (“Pitt”) and UPMC collaborate in many areas, including research, patient care, operations, process optimization, and the use of technology to advance the missions of both organizations. Collaboration can require a person who is in a UPMC building to access resources that can only be accessed from Pitt’s network, or people who are in a Pitt building need to access resources that are only available on UPMC’s network. To meet this need, UPMC and Pitt have jointly developed processes to virtually extend networks (known as virtual local area networks, or VLANs) between the organizations to facilitate collaboration.

Note: Currently, this network extension only applies to physical network ports. The extension of wireless networks between Pitt and UPMC is not supported at this time.

Request a Pitt VLAN in UPMC Building

Please refer to UPMC’s VLAN Job Aid Document for information about requesting a Pitt VLAN in a UPMC building.

Request a UPMC VLAN in Pitt Building

Pitt users should work with their local IT person to submit a firewall change request to Pitt's Technology Help Desk. Authorized IT administrators may submit firewall requests through the firewall change management system, or to Pitt's Technology Help Desk.

A Virtual Private Network (VPN) enables you to securely access restricted and unrestricted resources. It encrypts traffic and makes it look as if your computer is on the University’s network (when using a Pitt VPN service) or UPMC’s network (when using a UPMC VPN service). This is important, because some resources at Pitt and UPMC can only be accessed by users who are using the organization’s own network. If you are at home or at another location without direct access to the Pitt or UPMC network, a VPN service can enable you to access the resources you need.

UPMC

UPMC provides Microsoft Always ON VPN solution (AOVPN), a single, cohesive solution for remote access. AOVPN replaces the previous Direct Access (DA) VPN solution, which was retired at the end of 2021. A UPMC network account is required to use AOVPN.

Instructions for using AOVPN are available on UPMC’s Infonet website.

Pitt

The University of Pittsburgh offers a VPN option to students, faculty, staff, and individuals with sponsored accounts: PittNet VPN (GlobalProtect).

Instructions are available on Pitt Information Technology’s website for using PittNet VPN (GlobalProtect). When establishing a GlobalProtect connection, both Pitt and UPMC staff will enter portal-palo.pitt.edu.

Infonet

Infonet (infonet.upmc.com) is the general UPMC informational outlet for all employees, as well as the hub for UPMC Policies and Procedures. Infonet is typically set as the homepage on most UPMC-managed machines. Infonet can be accessed from inside or outside UPMC’s network; however, access from outside the network requires authentication with UPMC credentials and the use of multifactor authentication.

Support for Infonet is available via the following channels (requires a UPMC network account):

• Infonet tutorials … 
• Infonet feedback form ... 
• 412-647-HELP (4357)

My Apps (Citrix)

MyApps (myapps.upmc.edu) is a web-based service that provides remote connection to UPMC apps and services. Citrix software is required to provide access to UPMC applications via MyApps. You can install Citrix via the MyApps website, the self-help page, or Citrix.com. MyApps Remote Access requires an IMS request for access.  Further information can be found here.

My Apps vs. AOVPN: While both services facilitate remote connections, My Apps is available for personal devices, whereas AOVPN is not.

Support for MyApps is available via the following channels (requires a UPMC network account):

• MyApps self-help 
• 412-647-HELP (4357)

EPIC

EPIC is an application used primarily to access, organize, store, and share electronic medical records. These records may include Ambulatory Registration, Scheduling, Billing and eRecord application. The preferred method of accessing EPIC is via MyApps, although a desktop shortcut can also be used.

Support for EPIC is available via the following channels (requires a UPMC network account):

• Web forms 
• 412-647-HELP (4357). Select option 3/2.
• Search EPIC on Infonet 

Activation of UPMC Ethernet Ports

Ethernet ports connect your workstation or laptop to a wired network. You can request activation of a new UPMC Ethernet port via IT Service Portal. Note that all active ports must have a relationship with the device that is connected to it. That is, you cannot request activation of a port with no device attached to it.

Support for the activation of Ethernet ports is available via the following channels:

• Infonet Job Aids  
• 412-647-HELP (4357)

iLab credentials

iLab (upmc.corefacilities.org) is a web-based, asset management software tool designed to support operations for centralized labs and shared resource facilities. UPMC Hillman Cancer Center users and others utilize the service. Access to iLab requires University of Pittsburgh login credential or separate login credentials supplied by the vendor (iLab).

Support for iLab is available via the following channels:

• Vendor support
• 412-647-HELP (4357) for desktop issues

Obtaining Sponsored Pitt and UPMC Accounts

Pitt and UPMC employees are provided with primary computing accounts. Their account credentials (e.g., username and password) enable them to access their organization’s IT services. When it is not possible for a Pitt or UPMC employee to access services at the other organization through alternate means, it may be necessary to request a sponsored account.   

Sponsored accounts are intended to provide temporary access to individuals who are not eligible for a primary account but have legitimate business or collaboration needs with Pitt or UPMC.

• Requesting a UPMC sponsored account: A UPMC manager must sponsor accounts for any non-employee (e.g., Vendor, Healthcare Provider, Researcher, etc.). The sponsor is responsible for adding non-employees to IMS. A Staff Access Agreement will need to be completed before the account can be created. Sponsored accounts are created for a finite period, but sponsors can renew them, if needed. Clinical staff should contact their local medical staff office to request a sponsor; other individuals should contact a UPMC manager.
• Requesting a Pitt sponsored account: The University of Pittsburgh is divided into Responsibility Centers (RCs). Each RC has one or more designated Responsibility Center Account Administrators who can create sponsored accounts for individuals not affiliated with the University. Sponsored accounts are created for a finite period of time, but a Responsibility Center Account Administrator can renew them, if needed.

UPMC Identity Management System (IMS)

IMS is a self-service application that manages computer access accounts for all UPMC's major systems and ensures users have appropriate access to the systems necessary to do their jobs. Access to IMS requires UPMC credentials and UPMC multifactor authentication. A VPN connection is not needed.

Support for IMS is available via the following channels:

• 412-647-HELP (4357)
• Search IMS on Infonet