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DATIS Service Desk services, Knowledge Base Articles are available 24 hours/day, 7 days a week.
DATIS Service Desk Staff is available Monday to Friday between the hours of 9:00 AM - 5:00PM.
Service Desk does not respond to issues on statutory holidays.
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DATIS and the user community agree to work together with mutual respect and courtesy. Requests to DATIS Service Desk for assistance are prioritized and handled accordingly.
Use one of the following two methods to submit a request to DATIS Service Desk:
By web-based services
DATIS Service Desk is available at https://jira.camh.ca/servicedesk/customer/portal/10
All All Catalyst System Administrator (CSA), Interface System Administrators (ISA) and agency directors, otherwise known as designated contacts, are assigned usernames and passwords. If there is a problem locating this information, contact lara.greenlees@camh.ca for your username; passwords can be reset from within the link above. Only designated contacts can submit an issue to DATIS Service Desk. For non-designated contacts, the Knowledge Base Articles and
is available 24/7 by way of a link on the DATIS Service Desk logon screen; use the above URL to access the logon screen.
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Priority level is used to indicate the importance of an issue. Identifying priorities among issues determines where a particular issue figures into the larger issue queue.
Priority Level | Example | Response Time |
|---|---|---|
Level 1 - Critical | No access to Catalyst. | Immediate Response |
Critical Impact | Example: Catalyst users are not able to login or load the logon page; all possible causes, such as agency's ISP is down, are ruled outFor issues relating to passwords see Severity Level 5 below. | Upon verification that the issue is not localized to the agency, the issue will be immediately triaged to DATIS technical team and/orSenior staff.Immediate ActionThe issue gets escalated to a global issue within DATISService Desk for ease of submitting and responding to issue. |
Level 2 - High | Catalyst system is operational | Initial response |
High Impact | Completing day-to-day data tasks such as opening and closing client files, accessing reports, etc. is problematic. Users receive error messages, or there is severe slowness of the system that adversely affects regular data entry. | same day within 2 business hours |
Level 3 – Medium Medium impact | There is difficulty in accessing reports or information from system. | Initial response same day within 4 business hours. |
Level 4 - Low Low Impact | General 'How To' Questions. | Best effort as time allows. Initial response within 24 hours. |
Level 5 - Low Passwords | Not able to log in because of forgotten passwords / inactive accounts | Best effort as time allows. Initial response within 24 hours. |
Alerts and Other Communications
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