New Flu Vaccine Policy

Per NCRC Community News & Announcements: Please submit your flu shot documentation to Susan Niepoth or Susie Moore to receive a sticker.

Everyone at our health system has a responsibility to protect our patients, families and each other from the spread of disease. This year we’re taking our commitment to the health and wellness of our community one step further by requiring all employees to receive the flu vaccine.

Under the new influenza vaccination policy, all workforce members must receive their annual vaccine by Dec. 1, 2015 or an approved medical or religious exemption. Those with an approved exemption are required to wear a mask for the entire flu season before they can enter any clinical building where we provide patient care or where patients may be present. Wearing a mask if you are not vaccinated protects our vulnerable patient population and also protects you, your family, and colleagues from getting sick.

This policy applies to everyone who works at our health system, including regular and temporary staff, faculty, students, trainees, vendors, contract personnel and volunteers, regardless of clinical responsibility or patient contact. This includes Medical School employees and those who work in non-clinical settings. Non-UMHS employees in non-clinical UMHS facilities are not impacted by this policy.

Health systems across the country have already adopted this best practice, which is proven to reduce the spread of flu.

NCRC Flu Clinic

7:30AM - 3:30PM

Monday, November 2nd

Building 16, Rooms B001E & B003E

Other Opportunities

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   9/29 at Michigan House Dining Room, 2301 Commonwealth, 7:30 a.m. - 3:30 p.m.
   9/30 at NIB, 300 North Ingalls Street, 4C07, 8 a.m. – 2 p.m.
   10/6 at KMS, 3621 S. State Street, conf. room 5, 7 a.m. - 4 p.m.
   10/8 at Rachel Upjohn, Garden level conf. room, 8 a.m. - 2 p.m.
   10/12-10/18 at UH South, 1500 E. Medical Center Drive, F2300, 4 a.m. - 12 a.m. 10/19-10/25 at UH South, 1500 E. Medical Center Drive, F2300, 6 a.m. - 6 p.m.
   10/27 at BSRB, 109 Zina Pitcher Place, 4515, 7:30 a.m. - 2 p.m.
   10/28 at NCAC, 2901 Hubbard Street, conf. room C, 7:30 a.m. - 3:30 p.m.
   11/2 at NCRC, building 16, 2800 Plymouth Road, rooms B001E & B003E, 7:30 a.m. - 3:30 p.m. 
   
   

There are many opportunities to get your flu shot at UMHS, including free flu clinics in September and October. Vaccines are also available at Occupational Health Services in the Med Inn Building or from clinical unit flu liaisons. Make sure to have your UMHS ID badge and medical record number (MRN) ready when you arrive. You’ll receive a sticker for your UMHS employee ID badge after getting the shot.

If you get your flu shot at your doctor’s office, pharmacy or any other location outside of UMHS, make sure to get documentation on paper with your name on it. Give this to your department’s compliance contact so they can record it and give you a sticker for your ID badge.

If you have a religious belief or medical condition that prevents you from receiving the flu vaccine, you may submit an exemption form to Occupational Health Services for review by Nov. 1, 2015. Employees who receive an exemption must put on a mask before entering any clinical care building. Later this year, the Infection Prevention and Epidemiology team will notify everyone when flu season begins, which will alert those who received an exemption to start wearing a mask before they enter clinical buildings.

More information about this year’s flu prevention program, including Frequently Asked Questions, is available on our Flu Website.

Thank you for doing your part to protect our patients, families, visitors and employees from the spread of flu.

Website: http://www.med.umich.edu/u/flu

While we're talking about Zendesk...

-- Tony Markel

Today, I am passing the torch of Zendesk product management to Dan Kugler.  Dan has worked for nearly every IT organization at the University of Michigan.  Most recently, he worked as a Neighborhood IT manager with ITS.

There is an uncanny similarity, no? 

Dan will be managing the product in a way I could not as a Service Manager.  I'm excited to see what comes next.

Automations, Macros and Triggers - oh my!

by Michael Warden

MSISers -

As you all know, Zendesk is a critical tool in our workflow for providing great service.  And, as many of you know from our post earlier this year, there are lots of tips and tricks for making Zendesk work for you.

One are of powerful functionality is the use of Automations, Macros and Triggers for getting things done in Zendesk automatically or at the click of a button.  Some of these work individually, some are for all users and some are system-wide and behind the scenes.  In order to help outline the best cases in which to use these features, Eric Weimer put together a basic guide on the recommended uses and how to get help in our Knowledgebase.  Please review the content at the source:  https://wiki.umms.med.umich.edu/x/jYFmCg as well as the current version pasted here for easy reading.

Enjoy!
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Zendesk Macros, Triggers and Automations

Zendesk offers a number of functional components to streamline ticket handling into workflows. A workflow can consist of one or more of the following functional components:

• Macros allow agents to quickly set ticket properties and/or provide a standard reply to a ticket. Macros can also be used internally to consistently route tickets between groups.
• Triggers are business rules that run immediately after tickets are created or updated.
• Automations are business rules that execute when a time event occurs after a ticket property was set or updated, rather than immediately after a ticket is created or updated.

For assistance with creating a Zendesk workflow:

1. Open a new Zendesk ticket.
2. Enter your email address in the Requester field.
3. In the lower left corner, click the apply macro menu, select Design, and then select Create Zendesk Workflow.
4. After the macro is applied to the ticket, scroll to the Description field and enter as much information as possible for the tasks to be performed.
5. Click the Submit button. The ticket will be routed to the Performance Improvement & Management group, who will contact you to assist with designing and implementing a workflow using the appropriate components.

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Macros

Macros are prepared responses that enable quick response to common requests with a standard reply. Macros can also set ticket properties and are applied when creating or updating a ticket. Macros can be available to all agents (shared macros), only to agents in a specific group, or only to a specific individual. Only administrators can create and manage shared macros. Standard Work = Macro If addressing a ticket involves any amount of standard work, a macro provides an easy way to consistently encompass that work. Macros are especially useful to relay specific information to a customer; e.g., self-help instructions or information packets. To use a macro, while editing a ticket, click the apply macro dropdown menu and select the appropriate macro form the list. The ticket will automatically have its properties changed as defined by that macro. These properties can be subsequently changed by the agent, if necessary. Macros can be organized into categories by including the category in the macro title and separating the category and macro name with two colons; e.g., Accounts::Confluence User will file the Confluence User macro into the Accounts category, which appears in the apply macro dropdown list. Zendesk placeholders are containers for dynamically generated ticket and user data. Placeholders can be placed within ticket notifications to put specific information from the ticket into the notification automatically. The format is a data reference contained within double curly brackets.

See the ZDM - Macros page for more information. Usage Examples Macros are selected manually by an agent. Classify tickets by setting multiple fields with one macro Relay self-help instructions or information packets Provide response templates to agents Route tickets to a particular agent or group (manually)

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Triggers

Triggers are business rules that run immediately after tickets are created or updated. For example, a trigger can be used to notify the customer when a ticket has been opened. Another can be created to then notify the customer when the ticket is solved. Only administrators can create and manage triggers. Triggers contain conditions and actions. Combine these to create ‘if’ and ‘then’ statements (if the ticket contains a certain set of conditions then the actions make the desired updates to the ticket and optionally notify the requester or the support staff). Condition and action statements can be built using ticket properties, field operators, and the ticket property values. Automated Handling = Triggers Triggers provide a way to automate ticket classification and routing in order to streamline ticket handling. Each time a ticket is created or updated, all of triggers run; therefore, when creating triggers, think about the order of triggers. An action in one trigger may change a ticket property that is used by another trigger, which could result in multiple email notifications, misapplied tags, and customer confusion.

See the ZDM - Triggers page for more information. Usage Examples Triggers launch automatically at ticket creation/update. Send a notification to a requester, agent, group, and/or target (non-Zednesk destination) Route tickets to a particular agent or group (automatically) Add agents as CCs to a ticket Classify tickets and apply tags

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Automations

Automations are similar to triggers because both define conditions and actions that modify ticket properties and optionally send email notifications to customers and the support staff. Where they differ is that automations execute when a time event occurs after a ticket property was set or updated, rather than immediately after a ticket is created or updated. Only administrators can create and manage automatons. Reminders = Automations Automations are time-based; they take action when a time-event occurs, not immediately after a ticket is created or updated. This functionality makes automations particularly useful as a notification mechanism to ensure tickets are not left unaddressed for extended periods of time.

See the ZDM - Automations page for more information. Usage Examples Automations launch automatically at a specific time interval. Notify agents when an assigned ticket remains unresolved for x number of hours Notify agent groups when a new ticket remains unassigned for x number of hours Notify the assigned agent after x number of hours when a Pending ticket has been updated by the requester Close tickets x number of days after they have been set to Solved