CWS/CMS: Important steps when opening a Secure Automated File Exchange (SAFE) Ticket

Tuesday, 09 Apr 2024

All SPOCs and Technical Contacts:
We want to provide some important reminders when calling the IBM Help Desk to open a SAFE ticket.

Please provide a phone number, such as a mobile number, where an Operations Team member assigned to those SAFE tickets can reach the person directly or immediately.
Please do not provide a desk phone number if that is not the best number to reach the contact person.

The Operations team's goal is to resolve tickets promptly, and this can best be achieved with a direct phone contact rather than an email resolution.

Additionally, when the Operations Team member is working with the customer, they will ask them if your County has Business Objects (BO) reports that have been set to run overnight.
If yes, please follow these steps:

Immediately change the temporary SAFE password to a permanent one.
The user will then need to authenticate into their BO Admin Tool and sync this tool with their (permanent) SAFE password.

NOTE: This process must be carried out by the close of business the day the SAFE password is changed. Failure to complete this step will freeze the automated reports and prevent them from running overnight.

Action Required
No action is required. Informational only.

CWS/CMS: Important steps when opening a Secure Automated File Exchange (SAFE) Ticket

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