How to Contact the HITS LabVantage Team


Introduction

How to Contact the HITS LabVantage Team

NOTE:  LabVantage is supported Monday - Friday, from 8 am - 5 pm. 

High Priority tickets received during off hours will be reviewed the next business day. 

There are several different ways to contact the HITS LabVantage team, depending on your need. Please use the following guidelines to help determine which way works best for you.

Urgent Break/Fix Issues

HITS considers break/fix tickets to be issues with the system, such as LabVantage is down or a user cannot log in. For these urgent break/fix issues, please do the following:

  1. Call the Service Desk at 734-936-8000 (available 24/7) OR use the Service Desk Chat (M-F 8-4) to reach an agent.
    1. Indicate to the Service Desk agent that this is a High priority ticket related to LabVantage.
    2. Provide a description of the issue you're facing.
    3. Get the INC ticket # from the Service Desk agent.

Important Note: Once you submit the high priority ticket, someone from the HITS LabVantage team will reach out to you.

All Other Break/Fix Issues

For all other non-urgent break/fix issues which do not have to be addressed immediately, please do the following:

  1. Go to https://hits.medicine.umich.edu/about-hits/get-help
  2. Click Submit a Ticket.
  3. Log in with your Level-1 or Level-2 credentials, if required.
  4. Enter the following information:
    1. Enter LabVantage issue in the Subject field.
    2. Include any relevant information specific to the issue in the Description and details field. 
    3. Select whether or not this issue involves patient information or Michigan Medicine managed device (CoreImage, CoreMac, Linux, printer, etc.)
    4. Provide a phone number where we can contact you.
    5. Select whether or not you work from home.
    6. Click Add attachments to include any screenshots you might have captured.
  5. Click Submit.

Important Note: Once you submit the ticket, someone from the HITS LabVantage team will reach out to you.

Requests for Enhancements, Reporting, Training, or Onboarding New Studies

To submit these types of requests, please use our LabVantage Order Guide item. Once we receive your request, we will work with you and/or the CBR to prioritize your requests.