Submit a ticket
You may contact the HMIS Ticketing System by submitting a ticket. You can submit a ticket one of two ways.
Send an email to the address above. You will receive a response from the ‘Haven for Hope Service Desk’. You may communicate completely through email.
SolarWinds is the ticketing system HMIS utilizes. You may access the system by following the steps in the guide below.
New HMIS Organization
Frequently Asked Questions
Ensure you are using Google Chrome to access HMIS. If you are using Google Chrome and still experiencing issues, clear your browser history.
If you cannot login to the HMIS try the following:
- Check to see if Caps Lock is on
- Check your username, which is your first and last name separated by a space
- Check to see if you have accidentally added spaces before and/or after your username and/or password
Click “Forgot your password?” on the HMIS login page, then complete the steps that generate on your screen. Once you receive the email to reset your password, manually enter the password on the HMIS login screen. If you need additional assistance or would like a guide, submit a ticket to request the training guide.
If you attempted to login three times unsuccessfully, wait 15 minutes and the system will reset your account automatically.
If you have not logged into HMIS for 90 days or more, your account has automatically been deactivated. In order to determine if you can regain access to your account, you will need to submit a ticket to [email protected]
All HMIS users must create a unique password that is at least 6 characters long and includes the following:
- At least 1 uppercase letter
- At least 1 lowercase letter
- At least 1 number
- At least 1 $pecial Character
Yes, HMIS requires that users create a new password every 90 days. HMIS will prompt you to create your new password upon login at your 90 days requirement.
Your HMIS Security Awareness agreement requires annual renewal in order to maintain your HMIS access. You will receive email notification at 30, 15, and 5 days reminding you to renew your agreement. To renew your agreement complete these steps:
- Login to HMIS
- Click My Stuff
- Click Renew Security Agreement
- Click View Security Awareness Presentation
- Review the presentation as a refresher on your Security Awareness Training
- Close the Security Awareness Presentation
- Click + Add New
- Select “Yes” from the drop down menu agreeing to the terms and conditions listed on the Security Awareness Agreement Form
- Click Save
The HMIS Live/Production Environment has Training Guides and Task Videos available for you to access. Use this click path to access these resources once you are logged into to the HMIS Live/Production database: My Stuff > My Training > Training Guides or HMIS Videos
If you are interested in participating in a Refresher or Role-Specific Training, please submit a ticket request to [email protected]
Anytime you see a question mark (?) there is a task video included on the form to help you complete the task. Use this click path to access the video anytime you see a question mark (?): Click the ? > Click the video title > Click the play button
All HMIS contributing agencies who have new or returning HMIS users can submit a training request to begin the training process in order to be granted HMIS access. The training requested by be submitted by an authorized contact (project manager/director, Agency HMIS Representative, HMIS Security Officer, or any of their supervisors).
All HMIS training can be requested by submitting a training request