Supplier Maintenance Tickets

Effective immediately, changes have been implemented that will impact all Supplier maintenance tickets submitted to the Kansas Service Desk.  Please make note of the changes listed below:

• All tickets will be assigned a Medium Priority and worked in the order in which they are received
• Ticket Description must include the Supplier ID
• Medicaid and Lottery ONLY
  • Category:  SMART Supplier Emergency
  • Group:  Medicaid or Lottery
• Any ticket that is missing pertinent information will have a message sent to the agency with a request for the missing information.  If a response is not received within 5 days, the ticket will be closed due to inactivity.  DO NOT reopen the ticket after it is closed.  A new ticket must be created if the issue still exists.
• Any questions regarding specific tickets must be sent via a message through Kansas Service Desk. 

Note:  Ticket count fluctuates daily.  Please allow 5 business days before requesting a status update on an open ticket. Status update requests should be made through the Kansas Service Desk.   

Please note that a Job Aid for creating tickets has been added to SmartWeb:  https://smartweb.ks.gov/training/accounts-payable.  Accounts Payable > Suppliers > Creating New Supplier Maintenance Ticket

Patience is appreciated as the team works through these changes.  If there are any questions or concerns with the process, please contact Heather DeBusk at heather.debusk@ks.gov.   

Thank you,

The SMART Team