Harmony Procedures – Common Issues

Common Issues that cause an Authorization Conflict with Harmony

How to Obtain Access to CMOD

The following is an outline of instructions on obtaining access to Content Manager OnDemand (CMOD), which is a program to access Mainframe reports and statistics formerly performed by Document Direct. You will need to submit a remedy ticket to obtain access to CMOD. To begin this process; Login to Remedy via the instructions covered in […]

Wrong Denial Code

Instructions on submitting Remedy Ticket for Wrong Denial Code

How to Clear Edits in FACS

How to resolve the edit errors on a case and complete processing of updates.

How to Request a Case Load Change

To detail how to submit Case Load Changes to state office to complete.

AFS Help Desk (Remedy) – Overview

To detail what the AFS Help Desk (Remedy) is and how to properly utilize it.

How to Search/Add New / & Modify Employee Records in Remedy (AFS HelpDesk)

It is the supervisor’s responsibility to keep Remedy’s employee database current. Search Employee Records After logging into Remedy, choose the EMPLOYEES option from the menu. A new window will open in SEARCH MODE. You can search by any field or group of fields, but if you are looking for a particular individual, searching by USER […]

Remedy (AFS HelpDesk) Protocol

Many times, the problems that the worker experiences during processing are often issues that are within the power of the worker to fix. With that in mind, there is an established protocol to follow before you contact the Remedy (AFS HelpDesk) for assistance. Try to Input “As best as you can” the first time Attempt […]

How to Respond to Remedy Tickets

When more information is requested by the Help Desk staff member, an email is generated to the worker who created the ticket explaining what is needed. In that email there is a hyperlink to the actual ticket. When you are ready to enter the needed information, click the link to open the ticket. ** It […]

How to Create a Remedy Ticket

The following are instructions for creating a Remedy Ticket. Log onto Remedy Refer to “How to Log onto Remedy” for additional instructions. Select “FSSD HelpDesk” from the menu list. Click “Create Ticket” User ID+ automatically populates Select Problem Area from the Drop Box Click Problem Tab to Return to Original Screen Select Problem from the […]