Service Catalog - HCIS Services and Teams

HCIS Technical Operations offers a diverse selection of technical services in support of Health Care Information Systems at the University of Iowa Hospitals and Clinics, the Carver College of Medicine and affiliated Healthcare sites. Please select the links below for more detailed information regarding each service or policy.


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Account Inactivity

For security reasons, it important to disable an enabled user account if the user of the account has not been logging on to the network for an extended period of time. Each system has their own account inactivity policy. Below are some systems maintained by HCIS and their respective policy.

Active Directory (HealthcareID)

Accounts assigned to individuals not associated with the University of Iowa (e.g. Ronald McDonald House) or for those who are no longer affiliated with the University (e.g. former staff or student) will expire after 45 days of inactivity.

Informational Link: Help Desk Survial Guide - Accounts
Informational Link: What is a HealthCare ID?

Account Lockout

Given enough time and potential to try multiple username and password combinations an attacker might eventually succeed in compromising the security of a server or other computer. Account lockout settings are designed to protect accounts and data in your organization by mitigating the threat of brute force guessing of account passwords. Thresholds are set to automatically shut down an account if too many incorrect username and password combinations are attempted.

Each system has their own account lockout policy, below are some systems maintained by HCIS and their respective account lockout policy.

Active Directory (Hawk ID)

  • 5 invalid logon attempts within 15 minutes
  • Account lockout counter is reset after 15 minutes
  • Account lockout duration is 15 minutes

There is a self-service page for you to unlock your own user account. However before you can unlock your account you need to enroll in this service. Please see informational links below.

Informational Link: Enroll to unlock account
Informational Link: Unlock Account

IDX

  • 6 invalid logon attempts

Informational Link: Help Desk Survial Guide - Accounts

Account Termination

Transfers: Staff transferring between University of Iowa positions can arrange to have email and data transferred. Please contact the Help Desk by submiting a Web Request, email or calling (319) 356-0001.

HealthCareID: In general your Healthcare ID access will be deactivated as soon as your termination is processed by Human Resources. At this time your Healthcare ID account will be disabled. All network drive access including your personal H:\ drive data, S:\ Department shared drive data, Exchange Email, EPIC, Centricity, Staffnet and Remote access.

Email: Mailboxes for Physicians staff remain open after termination for two weeks and then are closed. UI Alias (Jane-Doe@uiowa.edu) - routing address should be changed to a personal email address in order to continue receiving mail after the mailbox is closed. This is done at the HR Self Service Page (http://hris.uiowa.edu/)

HawkID Password: Will remain open to allow for calendar year tax W2 Form access. Once your HawkID is terminated your UI Alias is terminated as well. Contact HR with specific questions.

Personal Data: If you need assistance with saving data from your workstation, Email account or Network drives please complete a help desk ticket prior to your termination indicating your termination date.

SmartPhone: Don’t forget to remove your email accounts and Staffnet from your wireless devices.

Informational Link: Account Termination

Computer Hardware Purchasing

Information Technology equipment purchasing at University of Iowa Health Care

Expenditures related to information technology at UI Health Care grow annually as advances in technology allow for greater automation in the clinical, academic and research settings. Advances in information technology also result in increasingly more powerful equipment and increasingly smaller form factors. These advances create significant risk for UI Health Care relating to equipment misappropriation, unnecessary expenditures for equipment which may be misconfigured or purchased outside of pre-negotiated contracts with established vendors. The Vice President for Medical Affairs has directed UI Health Care to adopt a centralized Information Technology equipment acquisition process to help mitigate the identified risks to the organization. Read More

Click here to submit a HelpDesk ticket for quotes. When you log in, find the link for “A quote for a new computer and/or monitor”

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Computer Hardware Standards - Supported Wired Devices- PC and Macintosh

Minimum PC and Mac Specs are adjusted on an annual basis to coincide with the Budget Process.

For FY 2013/2014 HCIS suggests a minimum configuration of a Dell Optiplex 760: Dual Core 3.0 GHz Processor; 4 GB RAM in order to take full advantage of the Enterprise Wide PC E-Mail an Scheduling Solution, Microsoft Exchange Services and Outlook, MS Office, IDX and Epic.

Computer Hardware Standards - Supported PDA and Wireless Phone Devices

HCIS provides limited support for smartphones. We DIY directions to connect your devices with UIHC Exchange e-mail. We recommend that you contact your cell phone provider for assistance maneuvering through the phone settings if needed.

Informational Link: Smartphone Help

Computer Software Patching

HCIS continually monitors workstations to ensure that they have received the most current security and update patches. New patches are distributed routinely using Microsoft System Management Server (SMS)® HCIS staff review new patches for necessity and suitability in our environment prior to deployment.

Computer Software Purchasing-Other

Departments should check with their desktop support staff prior to purchasing non-HCIS installed software to ensure compatibility with their hardware and operating system. All software installed on UI Health Care machines must be licensed appropriately. Departments should maintain a record of all special software installed on their machines.

Submit a Help Desk request for software installation and purchasing information.

Informational Link: Purchasing

Computer Software Supported Internet Browser-Macintosh

The current supported Internet Browser for Macintosh machines is Firefox or Safari. Internet Explorer for Macs is not supported.

Computer Software Supported Internet Browser-Windows

The current supported Internet Browser for Windows machine is Windows Internet Explorer 8 and Firefox 10.0.5.

Computer Software Purchasing-Microsoft

The UI Campus Agreement for Microsoft Products applies to software installed on UI Health Care workstations

Informational Link: ITS Software Central

Computer Software Deployment

Many UI Health Care applications and software are deployed to the appropriate workstations using Microsoft System Management Server.

Computer Software Installation

Contact the HCIS Help Desk at 356-0001 to request software installation of software.

Computer Hardware Standards - Supported Printers

Conference Call Services

Communication Technology Services (CTS) at the University of Iowa Hospitals and Clinics offers low-cost audio conferencing service to departments at the University of Iowa as well as the hospitals and clinics.

Once set up, the audio conference group is “reservationless”, available 24 x 7. Simply contact the participants re date, time, number and PIN for the conference. Following the conference call, a report will be sent to the email address designated for the group, providing an instant summary of lines and minutes used in the call. (See sample below.)

At the end of the month, Infinite Conference Services will send an invoice directly to the department for payment. Calls within the 48 states and Canada are billed at $0.04/minute. There are no setup fees and no monthly minimum.

To set up a permanent conference group with Infinite Conferencing, please send a completed Conferencing Request Form to Telecommunications Service Request

For additional information, please contact Communication Technology Services at 6-3522 or email to Telecommunications Service Request.

Conference Call General Information
Conference Unit Purchase and Checkout Information
Conference User Guide

confreport

Data Center Network Connections

Windows, AIX, Unix, Linux and Apple file servers along with the mainframe, require Data Center Network Connectivity. If you have a device that will reside in the data center that requires network connectivity, log onto Help Desk Web Request to submit a Data Center Network Connection Request.

Directory Assistance

Dialing 9-1-411 for directory assistance incurs an expense to each department. The current fee is 43 cents per call. There are several free Internet resources that can be used for directory assistance, instead of dialing 411. Links to some of these sites are below. We encourage you to use these free resources for your directory assistance needs.

Yellow Book
White Pages
Anywho
SwitchBoard

Directory Services- Find Me

Informational Link: UIHC Find Me

Directory Services- UI Phonebook

Email-Account Size Limits

Maximum Mailbox Storage

  • 750 MB for the majority of users

Maximum E-mail Message Receiving Size

The maximum e-mail message receiving size limit depends on the entry point of the e-mail message on campus. If the e-mail message was addressed using an e-mail alias (e.g. firstname-lastname@uiowa.edu), the message would first arrive at the border SMTP servers maintained by the University of Iowa. The limit on those e-mail gateway servers is 30 MB. If the e-mail message was addressed to one of our routing e-mail addresses used in Exchange (e.g. hawkid@healthcare.uiowa.edu), then the message would skip the University's border SMTP servers and arrive directly to our SMTP gateway servers. The maximum e-mail message receiving size limit in Exchange is set to 30 MB

Maximum E-mail Message Sending Size

The maximum e-mail message sending size limit in Exchange is set to 30 MB.

The main reason a sending size limit was set in Exchange was to discourage the use of e-mail for sending large files. We have better alternatives available if the collaboration between two or more individuals involves large files. The sending of large file attachments quickly leads customers to run over their mailbox quotas. 30 MB was chosen because of an Educause 2004 Campus Computing Survey. The average message attachment size was 26 MB for a public university and 21 MB for a public 4-year college.

File Storage-Local

Saving data to a local hard drive is not recommended. Restoration of data from local hard drives can be expensive and time consuming. HCIS uses a third party vendor to recover data at the requesting department’s expense.

File Storage-Network

Each UI Health Care department has access to file storage on the network. Disk space must be purchased by the department. Network drives are backed up nightly and an archive of data tapes are maintained to assist with data recovery as necessary. Tape storage is divided between on-site and secure off-site storage.

Within the departmental drive space are areas for sharing files and for personal file storage. Each staff member within the department may also have a home drive assigned for file storage.

File Storage-Network Permissions

Security for network storage is set at the top level of the file structure. Access to folders is granted through HawkID permissions. To request a new network folder or to assign access to a folder, contact the HCIS Help Desk.

Firewall

A firewall is a dedicated appliance, which inspects network traffic passing through it, and denies or permits the transmission of such traffic based on a set of rules or policies. In many cases a firewall request must be completed, approved and configured before devices, files or services are accessible to a user or users. If you require a firewall policy add or change, log onto Help Desk Web Request to submit a firewall request.

Hardware Purchasing

See Computer Hardware Purchasing

Hardware Standards

See Computer Hardware Standards

Headsets

Load Balancing

Load balancing is a method used to spread work between two or more computers in order to optimize resource utilization, maximize throughput, minimize response time and increase reliability and redundancy. Load balancing is performed primarily for services provided from the UIHC Data Center. If you have an application or service that requires or may benefit from Network Load Balancing, contact any member of the Data Center – Network Security Team.

Long Distance Authorization Codes

Long Distance calling is accessible to those with an assigned Long Distance Authorization Code, which allows them to make long distance calls from the UIHC, UI or VA Hospital telephones. Your Long Distance Authorization Code must be considered confidential because you will be responsible for all long distance calls placed using your code. A list of all calls placed using your Authorization Code is available to your department on Report2Web.

Your Long Distance Authorization Code must not be used for personal calls. Click here to request a long distance authorization code

To place a long distance call from a UIHC telephone:
For UIHC Business

  • Dial 9 + 1 + area code + telephone number
  • Listen for fast interrupted tone
  • Dial your confidential Long Distance Authorization Code

For Personal Business

  • Dial 9 + 0 + area code + telephone number to place a collect, calling card, or third party call
  • Or follow the instructions on your personal calling card (AT&T, Qwest, Sprint, etc.)
  • Calls may not be charged to a UIHC telephone number

To place a long distance call from a UI telephone
For UIHC Business

  • Dial 179 + 1 + area code + telephone number
  • Listen for fast interrupted tone
  • Dial your confidential Long Distance Authorization Code

To place a long distance call from a VA Hospital telephone
For UIHC Business

  • Dial 2
  • Listen for dial tone
  • Dial 9 + 1 + area code + telephone number
  • Listen for fast interrupted tone
  • Dial your confidential Long Distance Authorization Code

On-Call Scheduling- UIHC On Call

Informational Link: UIHC On Call

Paging System

Paging System Overview

  • The UIHC Paging System supports a variety of pager types: alphanumeric, numeric only, and tone only. 
  • The UIHC Paging System provides a 15-20 mile coverage radius from the UIHC.  Factors such as topography, weather and foliage all affect the system coverage area.
  • The Hospital Operators (Telecommunications Center) provide 24x7 support for any pager needs, such as pager programming requirements, customized announcements, pager repairs and spare pagers.
  • Numeric messages can be sent to numeric only and alphanumeric pagers by dialing ‘131’ from inside the UIHC, and ‘356-7000’ from outside the UIHC.
  • There is a web paging application (Page Me) available to all UIHC staff to allow text paging capabilities from any UIHC PC or workstation (http://smartweb.healthcare.uiowa.edu/paging/).  Links to this application are also currently available on IPR, The Point and the UIHC Faculty and Staff Home page (http://www.uihealthcare.org). 
  • To order a pager(s) send a requisition to Communication Technology Services, BT 1000.  Indicate on the requisition how many pagers are needed and to whom the pager(s) will be assigned (individual name or service).
  • There is no monthly service fee or air-time charges for UIHC departments. However, the department purchasing the pager will be responsible for any billable pager repairs as well as providing replacement batteries.
  • Any questions or for additional information regarding the UIHC Paging System contact Communication Technology Services, 6-3522.

UIHC Radio Paging System Policy - Outside Entities

Alphanumeric Pagers

Motorola Advisor II alphanumeric pagers are the primary pager type currently distributed to UIHC staff requesting a pager.  These pagers are durable, easy to use, and can receive both numeric and text messages.  They can be set to vibrate or provide various tone alert options.  The pager can store up to 52 messages in memory.  Each message is time and date stamped.  The pager displays 4 lines of text and 80 characters per line.  The pager can also zoom in on 2 lines for a larger view of the text message.  The pager has an alarm feature and a low battery indication.  The cost per pager is currently $125, which includes a 1-year warranty.

Advisor Gold Pager User Guide
Advisor II Gold Pager User Guide

moto

 

Numeric Pagers

There are currently 3 different numeric only pagers carried by UIHC staff: the Motorola Bravo, BravoLX and LS350.  Because of the added functionality of the text paging the use of numeric only pagers is on the decline.  The UIHC continues to support numeric only pagers, but no new numeric only pagers are typically ordered, unless there is a special need or application.  If numeric pagers are needed, we would recommend purchasing either the BravoLX pager (refurbished, approximately $40), or the new LS355 pager (approximately $100). The Bravo pager can store up to 5 messages in memory, the BravoLX can store 16, and the LS350 can store up to 30 messages.  Each pager type can be set to vibrate or provide various tone alert options.  They all provide a low battery indication.  The LS350 and BravoLX have an alarm feature as well.

Bravo LX User Guide
Bravo User Guide
LS350 Pager User Guide

bravo

"Coaster" Pagers

Similar to pagers used in restaurants, the ‘coaster’ pager offers an option to page patients/visitors in waiting rooms and registration areas.  Patients are given a coaster pager upon check-in, and because the pager is programmed on the UIHC Paging System the patient may travel throughout the facility.  When paged, pager vibrates and has flashing lights.  Pager has UIHC label.  Charging units are available with capacities of 15 pagers.  Cost of pagers is $100.  Cost of the charging unit is also $100.

Curbell Coaster Pager Instructions

patpager

Propagation Map for paging System II - approximate coverage area for the UIHC Paging System:

pagecov

Patient and Guest Services - Patient Room Data Services-Wireless

GuestNet:

Password Policy

Most users log on to their local or remote computers by using a combination of their user name and a password typed at the keyboard. Although alternative technologies for authentication, such as biometrics, smart cards, and one-time passwords, are available for all popular operating systems, most organizations still rely on traditional passwords and will continue to do so for years to come. Therefore, it is important that organizations define and enforce password policies for their computers that include mandating the use of strong passwords. Strong passwords meet a number of requirements for complexity-including length and character categories-that make passwords more difficult for hackers to determine. Establishing strong password policies for your organization can help prevent hackers from impersonating users and can thereby help prevent the loss, exposure, or corruption of sensitive information.

Each system has their own password policy, below are some systems maintained by HCIS and their respective password policy.

Active Directory (Hawk ID)

  • Password will expire every 180 days
  • Passwords must be at least 6 characters
  • Must contain at least 2 numeric characters
  • Must contain at least 2 alpha characters
  • Cannot be the same as your previous 10 passwords
  • Cannot be similar to your current password
  • Cannot be similar to your logon name
  • Cannot be similar to your name

There is a self-service web page available to change a password. The URL is https://hawkid.iowa.uiowa.edu/password/apr.dll/change. If the cusomter has forgotten their password, there is a self-service tool available for them to reset it themselves. The URL is https://hawkid.iowa.uiowa.edu/password/apr.dll/reset. Before they can use reset self-service tool, they will need to enroll first at https://hawkid.iowa.uiowa.edu/password/apr.dll/enroll.

Cerner PathNet & Cerner PharmNet

  • Passwords will expire every 180 days
  • Passwords must be at least 6 characters
  • Cannot be found in an English dictionary
  • Cannot be your username
  • Cannot be a previously used password
  • Must contain at least two numeric characters (0-9)
  • Must contain at least two alphabetic characters (A-Z)
  • Cannot contain a repeating string of more than 3 characters (e.g., "aaaa" is invalid)
  • Cannot contain a sequential numeric string of more than 3 digits (e.g., "4567" is invalid)
  • Cannot contain the current month+year (e.g., "oct2002" is invalid)

Telephones

Toll Free Numbers

Virtual Private Network (VPN)

A VPN is a remote connectivity technique that allows properly authenticated computer users to securely access files, services and devices on the UIHC network from off-site locations such as a staff members home, a hotel room or from vendors office or service location. Citrix or Remote Desktop is the preferred option for staff to access work files from remote locations. If your remote access needs cannot be satisfied by Citrix, log onto Help Desk Web Request to submit a firewall request.

Voice Mail System

Wireless

Wireless Network Aceess - Click here for more information

Wireless Headsets - see Headsets
Wireless Phones - see Telephones