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Health Information Technology & Services

The HITS Service Desk is available from 7am-7pm Monday through Friday.

Phone: 734-936-8000
Email: msishelp@umich.edu
Web: Submit a support ticket

The Knowledgebase has been moved to a new server!
HITS migrated the “UMHS KnowledgeBase” space to a new server platform on the weekend of January 27th. The Knowledgebase is now hosted on the Michigan Medicine Confluence site and is available at the following link:

https://wiki.med.umich.edu/display/UMHSHELPDESK/Knowledgebase

You can also go to this specific page on the new sever by editing the current link in your browser by removing the umms near the beginning of the link. Once you go to the new page, be sure to update any bookmarks you have.

Duo Two-Factor Security

Two-factor authentication is a second layer of security, keeping an individual’s account secure even if their password is compromised. It requires two proofs of identity when logging in:

  • Something you know, such as your Level-2 Password
  • Something you have, such as a hardware token with passcodes or a mobile app

Duo provides a flexible two-factor authentication solution that allows us to extend security protection to more systems and individual accounts at U-M. With Duo, you'll be alerted right away - on any phone or mobile device - if someone is trying to log in as you.

To use Duo Two-Factor Security, and anything it protects, you'll need to enroll first. Please see the information below for instructions.
Duo-Protected Services of Note

How do I enroll?

Duo allows you to enroll multiple devices and telephone numbers, which allows you to have more flexibility on a daily basis. Learn more about each option and then use the table below to choose the enrollment that best fits your needs.

  Mobile Push Mobile Passcode Phone Call SMS Text Message Temporary Passcode Hardware Token
Enroll a smartphone (recommended) X X X X    
Enroll a tablet X X        
Enroll a basic cell phone     X X    
Enroll a landline phone     X      
Purchase hardware token           X
No enrollment
(Call UMHS Service Desk: 734-936-8000)
        X  
Additional Considerations for Selecting a Device
  • The device you use for two-factor will need to be with you, each time you log in to a protected service.
  • It’s recommended you enroll in a primary option plus at least one backup option.
  • Where you are located while using two-factor may determine which device/options you use. The “Duo Mobile Passcode” option works without an Internet connection and/or cellular service.

If you are using two-factor for ePrescribing Controlled Substances (EPCS), see the next section for additional instructions.


Duo self-management options

There are a variety of features that allow you to manage your own device, authentication options, and overall Duo experience.

Manage Duo Within the U-M Two-Factor Settings Drop Down

Verify Your Device is Connected to the Authentication Service

  • Option 1: When you access the Security Settings tab, the system may automatically start testing the device/option you selected during the enrollment process. Click cancel at the below of the window, in order to exit the testing feature.
  • Option 2: You can prompt it by clicking one of the options in the Duo account window.

Manage Your Duo U-M Two-Factor Account
This self-management Duo Two-Factor window allows you to update or change your Duo Two-Factor account settings.

Turn On/Off the UMHS Global Default Override to Set Phone Call as Your Default
Some services cannot read the current authentication options selected during the Duo Registration Enrollment process. To overcome this limitation, you must select your primary authentication option here. When a service cannot read the option/device you selected, your default is set to the Duo Mobile Push option. To override this UMHS global setting, it requires you to complete a global setting override on your profile page by selecting the Phone Call (to put the override into effect) or the Duo Push (to remove the override) radio button.

Manage Duo Within the U-M Hardware Token Drop Down

Add a Duo Hardware U-M Token
This process will link the token to you, which will allow it to generate a passcode when you need to use Duo.

Resync Your U-M Token
Sometimes hardware tokens can become out of sync with the system. If this occurs, you will not be able to login. Resyncing your token is the first line of trouble shooting, similar to restarting a computer when it doesn't work. This tool gives you the ability to resync your hardware token with the Duo Security System.

Remove Your U-M Hardware Token
The U-M Device is no longer associated with your name in the system.


Duo Traveling Considerations

Duo offers multiple options to meet your needs when traveling. You may be able to use your regular Duo option while traveling, but some travel plans may require you put alternative authentication options in place. The following are items to consider when traveling:

  • Before your trip, plan which Duo options you will use and then enroll in them, if needed.
  • If possible, enroll two devices in case your primary device is unavailable (lost, stolen, not available, dead battery, malfunctioning, etc.).

International Travel

If you purchase or borrow a new phone for use abroad, you can enroll that device in Duo and use it for two-factor authentication when traveling.

  • Enroll the device before traveling so that you can authenticate using the correct Duo option.
  • If the device you're using while traveling is a basic, non-smart phone, you can authenticate using a phone call or passcodes sent via text message. You can also install the Duo Mobile app on a tablet without a phone number.

Additional Resources:


What special arrangements are made for ePrescribing Controlled Substances?

Due to DEA regulations, EPCS uses its own Duo system that's separate from everything else. Only smartphone, tablet, and hard tokens are permitted (no call back, text messaging, or temporary passcodes).

To enroll in Duo Two-Factor Security as an EPCS provider:

In either case, complete EPCS enrollment with your EPCS Liaison.

Learn More and Get Assistance

Help Me Now walk-in locations can answer your individual questions and provide you with hands on help with enrollment. (EPCS registration should be completed by the appropriate EPCS Liaison prior to visiting the Help Me Now location.) You may also return expired MTokens to any one of these locations.

The UMHS Service Desk can be contacted at (734) 936-8000 for any additional assistance and questions.

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