SACWIS - Ohio Department of Job and Family Services

Ohio Statewide Automated Child Welfare 

Information System (SACWIS) 

SACWIS Help Desk Reference Guidelines 

http://jfs.ohio.gov/sacwis/ 

sacwis_help_desk@jfs.ohio.gov 

1-800-686-1580 or 614-466-0978, select option 3, then option 5, 

follow phone menu options 

(To Be Determined) 

Hours of Operation: 

Hours Type of Call Comments 

8 a.m. – 5 p.m. 

Monday – Friday, 

excluding State 

Holidays 

5 p.m. – 8:00 a.m. 

Monday – Friday 

and all day on 

weekends and 

Holidays 

All SACWIS 

problems. 

All SACWIS 

problems 

SACWIS customers should follow Agency defined 

procedures to report problem to Super User for initial 

review. Select Super Users (on Approved Caller List) 

will report all unresolved problems to the SACWIS Help 

Desk. 

Follow procedures as above, send email or leave 

voicemail for SACWIS Help Desk. Help Desk will reply 

during next business day. 

Super Users should use the SACWIS Problem Report to describe any problem 

experienced by users. The SACWIS Problem Report must be used to report the problem 

to the SACWIS Help Desk. (SACWIS Problem Report shown below.)

Received from Worker 

Date: Time: 

Super User Name: 

Phone Number: 

Email Address: 

Agency/Location: 

Name: 

Phone Number: 

Email address: 

Agency/Location: 

OH SACWIS Problem Report 

For Super User use: 

Reported to Help Desk: 

Date: Time: 

Remedy Ticket #: 

Originator: Please complete the following fields to identify you and provide a means for contact: 

Complete the following fields to identify the problem that you are reporting. 

How many users are experiencing the problem? 

Just me: Some of my coworkers: My entire Agency: My entire Location: 

Have you seen this problem before? 

Yes: No: When? 

Enter a brief description of the problem (80 characters or less): 

Can you duplicate the problem? 

(Describe how to duplicate below.) 

Yes No 

OH SACWIS Userid 

OH SACWIS Screen Name: 

OH SACWIS Tab Name: 

Provide a complete description of the problem encountered: 

Enter any of the following that apply to this problem: 

Client ID: Intake ID: Case ID: 

Case Name: IV-E #: 

Subsidy/Reimb Type: Select Type Medicaid #: 

Payee ID: Serv Auth #: Payment Req #: 

Provider ID: Contract #: 

Identify steps (actions) performed prior to experiencing the problem (If problem can be duplicated, describe how to 

duplicate problem here):

Priority Levels: 

Priority Description Response 

Critical A service, function or process of SACWIS, required for 

client support is totally unusable or unavailable. Impact on 

the user/client is disabling. Requires immediate response. 

A problem exists that: 

1) Prevents users from performing a task that must be 

accomplished in 12 hours, or less. 

Note: User assistance, if required, must be available during the entire 

period that a problem is being worked as a priority 1. 

High The ability to use a service, function or process of 

SACWIS, required for client support, is severely limited. 


1) Prevents users from performing a task that must be 

accomplished in 72 hours. 

2) Prevents multiple users from using the system. 

3) Fails to properly protect sensitive information (data). 

4) No work around exists. 

Medium The ability to use a service, function or process of 

SACWIS, required for client support, with some 

degradation of features or services normally provided. 

Impact on customer is apparent but not disabling or 

severe. 


1) Prevents a single user from using the system 

2) Indicates a significant part of the system is unusable. 

3) Fails to properly protect sensitive information (data). 

4) No work around exists. 

Low A problem exists in a service, function or process of 

SACWIS, required for client support, is apparent, but 

circumvention or alternative is available. Impact on 

customer is minimal. 


1) Indicates a limited part of the system is unusable. 

2) Users are able to perform their job. 

3) A work around exists for reported problem. 

WEB Resources 

Assigned to an agent 

within 15 minutes and 

resolved (or an accepted 

plan for resolution) 

within 4 hours. 

Assigned to an agent 

within 2 hours and 

resolved (or an accepted 

plan for resolution) 

within 3 business days. 

Assigned within 4 hours 

and resolved (or an 

accepted plan for 

resolution) within 14 

calendar days. 

Assigned within 4 hours 

and resolved (or an 

accepted plan for 

resolution) within 30 

calendar days. 

The SACWIS website (http://jfs.ohio.gov/sacwis/ ) contains the following areas of 

assistance related to SACWIS: 

Contact Information 

County Correspondence 

FAQs 

Implementation 

Partnership Forum 

Presentations 

Project Mission 

SACWIS Reports 

SACWIS Workflows 

Directions to Meeting Sites

SACWIS Ticket Flow Chart 

A flow chart describing SACWIS problem reporting and ticket flow is displayed below: 

Yes 

SACWIS User 

Report problem 

to Superuser 

No 

Problem 

Resolved 

? 

Use *Self-service 

tools to resolve 

problem 

User detects 

problem 

Problem Solved – 

End Process 

Record 

problem on 

Issue 

Identification 

Worksheet 

Problem 

Resolved? 

Yes 

Record 

Resolution 

on Issue 

Identification 

Worksheet 

Provide 

Resolution 

to User 

SACWIS 

Superuser 

No 

Yes 

SACWIS Ticket Flow 

Report problem 

to SACWIS HD 

Reopen 

ticket 

Problem 

Resolved? 

Validate 

Resolution 

No 

Create 

Ticket in 

Remedy 

Analyze 

ticket 

Resolve 

ticket 

Provide 

resolution to 

Superuser. 

Resolve ticket 


Help Desk 

Is problem 

beyond scope 

of SACWIS 

HD? 

No 

Yes 

Transfer ticket 

to appropriate 

agency 

Yes 

No 

Development 

Support 

Required? 

Transfer to 

RRT / Defect 

Team 


Production Support 

Team 

Proceed using 

Defined 

Procedures 

(Policy Support) 

Appropriate 

Agency Ends 

Process 

Proceed using 

RRT / Defect 

Management 

Procedures 

Transfer to HD, 

with Resolution or 

when Build is 

Delivered

SACWIS - Ohio Department of Job and Family Services

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