Requesting Access to UW Health Computer Systems

Overview

This page explains the process to request access to any UW Health computer systems, including HealthLink and SMPH departmental resources hosted by UW Health, for anyone in the following populations:

  • UW-Madison employees, students, and affiliates working with SMPH
  • UW Health employees who report to SMPH employees

The below workflow shows an overview of the entire process, which can vary slightly based on the role of the individual for whom access is being requested and the type of access being requested.

Flowchart showing the process of requesting UW Health systems access
Click image to enlarge.

Please continue reading for detailed instructions of each step.

Contact Info

Compliance Certification questions
Email SMPH Central HR Operations


All other questions
Email the SMPH HIPAA Privacy Coordinator


If you have a UW Health user but you are unable to log in to UW Health systems, contact the UW Health Service Desk at (608) 265-7777. The UW Health Service Desk is available 24 hours a day, seven days a week.

Process Steps and Details

Step 1: CSAR Submission – Departmental Requestor

Accessing CSAR form  CSAR Best Practices  Supporting Documentation Checking Request Status

Accessing the UW Madison CSAR Form

All SMPH requests for UW Health systems access must be submitted through the UW Madison Computer Systems Access Request (CSAR) form in UW Health’s ServiceNow system. Anyone with a UW Health user can submit a CSAR since there will be multiple levels of review to ensure the request is appropriate.

If the above link doesn’t work, follow these instructions to access the form:

  1. Log in to the ServiceNow Service Portal with your UW Health credentials.
  2. Type “Madison CSAR” into the search bar.
  3. Click on “UW Madison Computer Systems Access Request” in the search results. Note that there are also forms named “UW Health Computer Systems Access Request (CSAR)” and “UW Health Group Computer Access Request” – do not choose either of these options. Requests for SMPH affiliates or UW Health departmental hires through those forms will be cancelled.

CSAR Submission Best Practices

Follow these tips when submitting a CSAR for the most efficient review of your request.

  1. Review your CSARs before submitting. CSARs cannot be modified after they are submitted, so any errors will result in the CSAR being cancelled and you will need to submit a new CSAR. You would also need to submit an additional CSAR for any additional access not included in your initial CSAR – UW Health IS is not likely to notice additional requests in CSAR comments.
  2. CSARs should be submitted by someone who knows the specific access that the user will need and who is also familiar with UW Health systems. It is generally not recommended for SMPH HR employees to submit CSARs since in most cases they do not know the user’s computer system needs and they are not familiar with UW Health systems. Vague or inaccurate requests will likely result in questions during the review process or cancellations, which will delay the user getting the access they need.
  3. Submit the request two weeks before access is needed. As you’ll see below, there are multiple reviews that occur within SMPH before the request is routed to UW Health. UW Health commits to 5 business days to provision the requested access once they get the request, but you should allow additional time for the SMPH reviews and any questions that might arise during those steps.
  4. Search for the user’s name in the User field first. Even if the user is new to your department, they may already have a UW Health user from a previous job or relationship. If you select “New User” for Type of Access Request and the user already has a UW Health user, the CSAR will be cancelled and you will need to submit a new CSAR.
  5. If you are submitting a New User CSAR – meaning the user does not already have a UW Health user – you must enter the user’s legal name, even if that’s not the user’s preferred name. UW Health IS needs to be able to find the person in their SMPH HR data feed; if the CSAR is submitted under the user’s preferred name and the SMPH HR data feed contains the user’s legal name, UW Health IS will not be able to find the appropriate record to provision the requested access.
  6. Users within SMPH must have an affiliation to the department selected in User’s Department/Division/Center within the UW Madison Human Resources System (HRS). This could be an appointment, governance (joint/affiliate) relationship, or Person Of Interest (POI) relationship. If SMPH Central HR Operations can not find an affiliation to the selected SMPH department in HRS, they will need to contact you to clarify the person’s affiliation and possibly work with the SMPH HR Operations team to create an appropriate affiliation.
  7. For the User’s Department/Division/Center field, select the department where the user will be doing the work that requires access. Consider the following questions:
    • What work is the user doing that requires the access you are requesting?
    • For which department is the user doing this work?
    Example 1
    A user has an appointment in the Department of Surgery and they require access to a Department of Radiology resource hosted by UW Health for the work they do in their Surgery appointment.
    In this case, “SMPH Surgery” should be selected in User’s Department/Division/Center. If the Department of Radiology resource isn’t listed in the available options with SMPH Surgery selected, the access needed should be clearly described in the Additional Information field (refer to Supporting Documentation).
    Example 2
    A user has an appointment in the Department of Medical Physics but they are assisting with work within the Department of Human Oncology as a development opportunity. They need access to Department of Human Oncology resources hosted by UW Health for this extra work.
    In this case, “SMPH Human Oncology” should be selected in User’s Department/Division/Center. If the user doesn’t have an affiliation with the Department of Human Oncology in HRS, SMPH HR will need to consult with the requestor to clarify the work that the user is doing and then create an appropriate affiliation in HRS before the CSAR can move forward.
  8. Watch your email inbox for messages from “UWH ServiceNow” (servicenow@uwhealth.org). Any issues or questions regarding your request will be entered as comments in the ticket and ServiceNow will automatically email you about those comments. The ServiceNow emails contain a link at the bottom to open your request directly in the ServiceNow Service Portal so you can reply. If you do not reply to the issue or question about your request within 30 days, your request will be cancelled due to inactivity and you will need to submit a new CSAR.

Supporting Documentation

In some cases, additional information must be included with the CSAR. The additional documentation varies by role and is summarized in the following table.

Role Required Supporting Documentation
  • Anyone not paid by SMPH
  • Undergraduate students (regardless of appointment/relationship)
  • UW employees appointed outside of SMPH
Attach Research Narrative to CSAR form*
  • All roles when requested access is typed in manually rather than being selected from drop-down menu
In Additional Information field of CSAR form, provide:

  1. Name and contact info for the person who recommended this access
  2. What you hope to accomplish with this request
  • All others
Any required additional information will be included with the specific access item. Be sure to read the access items fully.**

* Excluding requests for access to only Family Medicine or Radiology resources hosted by UW Health
** Researchers who are also licensed RNs must obtain approval from the UW Health Nursing Education Department and RN Research Practice Committee prior to practicing as an RN in the UW Health clinical environment. Please refer to UW Health Policy 9.85 to access the application or the Research RN’s page for additional information about this process and contact RN RPC Chair Tammy Kiger at tkiger@uwhealth.org for any questions about the Research RN onboarding process.

Checking Request Status

To check the status of your CSAR:

  1. Log in to the ServiceNow Service Portal.
  2. Click My Tickets in the top right corner.
  3. Click on the specific request from the list.

Note that by default you will only see Open tickets – if you don’t see the request in the list then it’s possible it has been closed; toggle the View menu to “Closed” and you will then see your closed tickets.

All activity and communication that happen for your request will be visible within the ticket under the Activity Stream section.

If you have questions or would like an update on an open request, enter a message in the Activity Stream. Anyone with a task assigned to them as part of your request will receive an email notification about your message. Because there are multiple steps that are addressed by different groups of people, it’s much more effective to enter a message in ServiceNow than to send direct emails.

You may not request additional access not included in the initial CSAR via comment – you must submit another CSAR with the additional access included.

Step 1a (if applicable): HealthLink Training – User

HealthLink training is not required for view-only access, but informational training for view-only HealthLink users is located on U-Connect as an audio-visual presentation.

HealthLink training is required before requests for more than view-only access to HealthLink (including the Research Coordinator role) can be provisioned. Visit UW Health’s U-Connect for additional information about HealthLink training and helpful HealthLink resources. Users can register for/inquire about training by contacting hleduopsupport@uwhealth.org.

Step 2: Verification of Compliance Certification – SMPH Central HR Operations

Once the CSAR form is submitted through ServiceNow, it will be routed to SMPH Central HR Operations to confirm that the user has current compliance certification.

Compliance certification is a process through which SMPH HR staff confirm that the employee has fulfilled compliance requirements comparable to those UW Health has for its employees. Note that compliance certification is not required for anyone with a UW Health appointment. SMPH Central HR Operations will automatically waive compliance certification and move the CSAR forward.

The exact requirements for compliance certification vary based on the employee’s job duties.

All individuals must complete:

Individuals whose job duties include face-to-face interaction with UW Health patients and/or UW human research subjects must also complete:

Compliance certification lasts for one year or until the user’s position changes, whichever occurs first. After that time, a new compliance certification will be required if new access is requested for that user.

Step 3 (if needed): Completion of Compliance Certification – SMPH HR Operations team

If Central HR Operations finds that the user is not currently compliance certified, a new task will be created in ServiceNow and assigned to the HR Operations Coordinator supporting the user’s department to facilitate compliance certification. The HR Operations Coordinator will work with the appropriate contacts within the user’s department to gather the required information needed for compliance certification and will then submit a compliance certification request to Central HR Operations through an internal process. Central HR Operations will verify the completion of the compliance requirements and will record compliance certification for the user and move the CSAR forward.

Step 4: HIPAA Compliance Check – SMPH HIPAA Privacy Coordinator

Once SMPH Central HR Operations confirms the user’s compliance certification, the CSAR will be routed to the SMPH HIPAA Privacy Coordinator, who will review the request and verify that the requested access is compliance with HIPAA regulations.

Step 5: Departmental Approval – Department Leadership

After SMPH compliance approval, the CSAR will be routed to predetermined approvers to verify that the requested access is appropriate for the employee’s work. Approvers will receive an email from ServiceNow with a link to review the request and approve or deny within the ServiceNow Service Portal.

The table below lists all approvers for each department/division/center. All approvers for a given department/division/center will receive an email when a CSAR requires approval, but only one approver needs to approve a request. Approvers do not need to be the people to submit CSARs – anyone with a UW Health user can submit a CSAR and it will be routed to the approvers for the department/division/center selected in the request.

wdt_ID Department/Division/Center Unit Type Approver
1 Clinical Simulation Center UW Health Programs Shannon DiMarco
2 House Staff Department Coordinators Graduate Medical Education Leigh Larson
3 Office of Legal Affairs UW Administration Mary Link
4 SMPH Academic Affairs Dean's Office Sherryl Pertzborn
5 SMPH Anesthesiology Clinical Departments Laura Zitur
William Katz
6 SMPH Asthma, Allergy, & Pulmonary Research Research Programs Mark Moss
7 SMPH Center for Human Genomics & Precision Medicine Research Programs Jacalyn Mchugh
8 SMPH Chief of Staff's Office Dean's Office Laura Golden
9 SMPH Clinical Research Office Research Programs Elizabeth Nugent
Jennifer Parnell
10 SMPH Clinical Research Unit Research Programs Tammy Kiger

To report any errors with the department approvers listed above, contact the SMPH HIPAA Privacy Coordinator.

Step 6: Provisioning – UW Health IS

After departmental approval, the CSAR is sent to UW Health for provisioning. Requests typically take up to five business days to provision once received by UW Health. However, requests may require additional research and take longer to fulfill if access has not previously been provisioned to someone in the user’s role and/or for the intended purpose.

Once access is provisioned, credentials for the requested access are provided to the department approver who approved the request.

Frequently Asked Questions

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What form should I use in ServiceNow to request access to UW Health computer systems?

All SMPH requests for UW Health systems access must be submitted through the UW-Madison School of Medicine and Public Health Computer Systems Access Request f0rm in UW Health’s ServiceNow.

If the above link doesn’t work, follow these instructions to access the form:

  1. Log in to ServiceNow with your UW Health credentials
  2. Type “SMPH CSAR” into the search bar
  3. Click on “UW-Madison School of Medicine and Public Health Computer Systems Access Request” in the search results

This form should be used for SMPH employees, students, contractors, and UW Health employees who are “departmental hires.”  Departmental hires are paid through UW Health, but are supervised by SMPH personnel and report up through Department Administrators.  Please do not use the UW Health CSAR (as opposed to the SMPH CSAR) for staff in these roles.

Who can submit SMPH CSARs?

Anyone with a UW Health user can submit an SMPH CSAR through ServiceNow. Departments may wish to create their own processes for how requests get submitted for organizational purposes, but the submitter does not have an impact on the review of the CSAR.

Will SMPH be able to obtain UW Health credentials just to log in to systems like ServiceNow and UConnect?

Yes. While UW Health was unable to accommodate basic credentials requests with the old manual process, the ServiceNow process allows requests to be processed far more efficiently so UW Health is able to provide access for additional users.

How can I submit a request if I don't have UW Health credentials?

There are many individuals in each department that have UW Health credentials and should be able to assist you with submitting a request. They may either submit the CSAR for the employee directly if the request is urgent or they may submit a CSAR to request UW Health credentials for you. Once you have UW Health credentials, you will be able to submit CSARs yourself.

How long will it take to obtain access?

If user is already compliance certified and you requested only items from the dropdown menus on the SMPH CSAR ServiceNow form, Central HR Operations and the SMPH HIPAA Privacy Coordinator will typically validate requests within 3 business days. However, requests can take longer if compliance certification needs to be completed or if you request access that is not standard (not selected by using the dropdown menus).

After the SMPH approvals from Central HR Operations, the HIPAA Privacy Coordinatory, and department approvers, the request will be routed to UW Health, who can take up to 5 business days to provision the requested access. Again, this timeline might be extended if UW Health has questions about the requested access.

In total, we recommend allowing two weeks for requests to be fully processed.

How should I submit authorizations for credentialed providers (physicians, advanced practice providers)?

New providers to be credentialed through the Provider Enrollment department will receive UW Health computer access as part of provider onboarding at UW Health. There is no need to complete the UW-Madison CSAR form. The user credentials will be provided to the Education department for release to the provider during their initial HealthLink training session.  Authorization for credentialed staff is inferred by the credentialing process and UW Health Information Services maintains a list of standard permissions for each clinical specialty and provisions standard access for all providers in the same discipline.

What if we have a provider who needs access to systems that are not “standard?”

After a new provider receives account credentials from UW Health and determines permissions are missing, or if a new access need is identified for an existing provider, departments should use the UW-Madison CSAR form.  Please use the departmental selections available on the dropdown menus, or where necessary, use the Additional Information field.

To minimize delays:

  • Be as specific as possible when using the Additional Information field.
  • Include contextual information, including who advised the physician to obtain the access and what the access will be used for.

If several staff need access to the same systems, can I submit one form for all users?

At this time, there is no group request for SMPH employees. While there is a Group Request form available in ServiceNow, that form does not leverage the unique workflow for SMPH that assures compliance and authorization steps are completed.

How do I attach additional documentation to the CSAR?

Clicking the paper clip icon in the bottom right corner of the CSAR form allows users to attach documents.

How can I obtain remote access to UW Health resources?

Users can access UW Health resources remotely by utilizing the SMPH VPN from their SMPH device. Please contact your departmental IT staff if assistance is needed getting connected to the SMPH VPN.

Do I need to submit termination notifications for SMPH employees?

In most cases, term notifications are not needed for SMPH employees if their last day in the office is the same as the last day in the UW-Madison HR system. These terminations will be automatically passed over to UW Health and processed. If the user does not have a SMPH appointment or their last day is prior to their last day in the UW-Madison HR system, a term notification is needed and should be submitted via the SMPH CSAR.

What are the common sources of delay associated with requests?

The most common sources of delay are requesting items that are not available via the dropdown menus on the CSAR (i.e. entering a free text request) and a user who needs to complete the compliance certification process.

What should I do if the item that I would like to request access is not listed on the CSAR?

If the item that you would like to request is not available via one of the dropdown menus on the CSAR, please enter it in the free text box at the bottom of the form along with 1) the name and contact info for the person who recommended this access and 2) what you hope to accomplish with this request.

What should I do if I cannot find a user via the CSAR’s search function?

Only individuals with UW Health credentials are searchable via the CSAR. If the individual does not have a UW Health account, please select “New User (Does not have UW Health credentials)” in the Type of Access Request field, check the user name not found box, and type in the user’s info.

Can I modify a CSAR after submission?

No. The request itself cannot be modified after submission, because there needs to be clear documentation of what was requested, approved and provisioned. If a different item needs to be selected on the CSAR a new submission will be needed.

Why was my ticket closed as incomplete?

The specific reason that your ticket was closed will be documented in the ticket and automatically emailed to you. The most common reasons for closing a ticket as incomplete include: typing in an item that cannot be provisioned, failing to respond to a request for additional information for 30 or more days, or when incorrect items were selected on the CSARs.

Can medical students obtain access to UW Health systems in addition to their standard Health Link and PACs access?

Medical students receive standard access to Health Link and PACs, which can be used for research, including the Shapiro Summer Research Program.

However, medical students cannot receive individualized access to UW Health systems beyond the standard Health Link and PACs access that they receive. Given the complexity of our organizations, UW Health hosts hundreds of applications that students could leverage for research use. As a result, the work associated with triaging requests in an equitable manner across the school, reviewing software licensing, creating regulatorily compliant roles in these applications, and provisioning student access to those roles is very significant and cannot be accommodated at this time. Also, any data needed for medical student research should be requested via CHI2.