The CWS-CARES Service Desk supports the CWS-CARES application and CWDS related services. We provide support and troubleshooting access to California counties, Tribes, stakeholders, and the public. Our objective is to provide excellent customer service in a professional, timely manner.

Hours: 8 a.m. to 5 p.m. Monday – Friday
Email: servicedesk@cwds.ca.gov
Phone: 855-292-3444
Web Portal: Pending
 

CWS-CARES Application Support

CWS-CARES Service Desk provides the following support

• Create & manage incident tickets, requests & inquiries
• Capture errors & defects for analysis by development teams
• Creation of Knowledge Base articles
• General questions

 

How to Report an Incident

CWS/CMS – Continue to contact local county & IBM/Boulder Help Desk - (800) 428 8268
CWS-CARES – Same protocol for current system –contact your local Help Desk or the CWS-CARES Service Desk directly

Please provide the following information:

• Contact information
• Detailed description
• Specify the browser and environment
• Steps to replicate
• Screen shots
• Date and time of incident
• Duration
• Number of users affected (if known)
• PII protection of data (use county encryption method)

 

Recommendations

• Register account within seven (7) days
• If expired, ask your county CWS admin to re-send
• Inform your technical support to white list emails from noreply@cwds.ca.gov
• Ask County admins to communicate to their users what is expected for support and application usage