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Home > IT Request Procedures

PLEASE NOTE: This page is for internal use only and should not be shared outside of Silverado 

The IT team wanted to provide everyone a quick update/refresher on submitting IT requests and needs.  Additionally, we wanted to assure everyone that the IT team is 100% committed to working through all backlogged tickets that have accumulated in the past few weeks.  To help us achieve our commitment to you, please utilize the steps/procedures below for requesting IT support.  This will allow IT to have all the information needed to provide you support, right from the start.  Thank you all for your continued dedication to changing lives every day!  You are all heroes!  And the heroes of our IT team are very appreciative of your understanding and patience as we continue to streamline support for everyone.    

Core Ticket Submission Areas

  • IT Portal – https://isupport.silveradocare.com/ssluser
    • This should be the standard place to request IT Support.
    • Types of Tickets Handled Here
      • General IT Support Requests
      • User Access Additions, Changes, Removals (Using Account Forms)
      • *NEW* EHR Support Requests (Using new Yardi EHR Support Button)
    • How to submit a Yardi EHR ticket?
      • Visit the link above
      • Click the Yardi EHR Incident button
      • Enter a detailed description into the Description field
      • Click Save and you’re done!
    • How to submit a General ticket?
      • Visit the link above
      • Otherwise click New Incident
      • In the new window, click Category
      • Use the search field to find a category that matches you incident
        • Ex:  HCHB, Printer, Etc.
      • Enter a detailed description into the Description field
      • Click Save and you’re done!
    • How to submit a New/Change/Cancel Account Request?
      • Visit the link above
      • In the Account Requests section, select the button that matches your request
      • Fill out the requested information
      • Click Save and you’re done!
  • IT Hotline – (866) 521-3992
    • This should be reserved for emergency situations only.
    • Types of Emergencies
      • Issues preventing multiple numbers of associates from working
      • Issues affecting resident/customer care

The portal and IT hotline are designed to accommodate 99.9% of requests and needs.  Therefore, in order to allow the IT team to focus their efforts and time most efficiently………

**PLEASE AVOID USING THESE OLD METHODS OF IT REQUESTS**

Retired Ticket Submission Areas

  • E-Mail
    • Requests via E-Mail don’t provide us enough information.
    • They also don’t route tickets to the proper people.
    • Finally, the emails must be transcribed into a ticket.
    • All the above slow down response time for everyone!
  • Walk In (looking specifically at you Home Office)
    • Cuts the line of folks who are waiting patiently for their request.
    • Breaks technician’s workflow, slowing down process for everyone.
    • Information is often lost due to not being documented in a ticket.