CWS-CARES Service Desk

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The CWS-CARES Service Desk supports the CWS-CARES application and CWDS related services. We provide support and troubleshooting access to California counties, Tribes, stakeholders, and the public. Our objective is to provide excellent customer service in a professional, timely manner.

Hours: 8 a.m. to 5 p.m. Monday – Friday
Email: servicedesk@cwds.ca.gov
Phone: 855-292-3444
Web Portal: Pending
 

CWS-CARES Application Support

CWS-CARES Service Desk provides the following support
  • Create & manage incident tickets, requests & inquiries
  • Capture errors & defects for analysis by development teams
  • Creation of Knowledge Base articles
  • General questions
 

How to Report an Incident

CWS/CMS – Continue to contact local county & IBM/Boulder Help Desk - (800) 428 8268
CWS-CARES – Same protocol for current system –contact your local Help Desk or the CWS-CARES Service Desk directly

Please provide the following information:
  • Contact information
  • Detailed description
  • Specify the browser and environment
  • Steps to replicate
  • Screen shots
  • Date and time of incident
  • Duration
  • Number of users affected (if known)
  • PII protection of data (use county encryption method)
 

Recommendations

  • Register account within seven (7) days
  • If expired, ask your county CWS admin to re-send
  • Inform your technical support to white list emails from noreply@cwds.ca.gov
  • Ask County admins to communicate to their users what is expected for support and application usage