Help Desk Team

Primary Contacts

There are multiple Primary Contacts for most CARE organizations.   

Rules of Engagement

• User access requests emailed to IRIS support only require approval from one primary contact.   
• However, both primary contacts will be copied on all user access communication.   
• We will accept “team member request” submissions from either primary contact.   

Primary Contact Transitions 

If a Primary Contact leaves their role, they will be responsible for ensuring a new Primary Contact is selected. When this occurs, the Primary Contact will need to reach out to IRIS Support (irisadmin@ku.edu) with the name and email of the person taking their place and with the Safety and Thriving Families admin copied for verification. IRIS Support will ensure that the information is updated in the system.  

User Access Requests

New User Requests   

The Primary Contact will submit a request using the Request a New Team Member button in IRIS. Only new user access requests submitted by the Primary Contact of the organization will be accepted. 

When these requests come to IRIS Support:  

1. Look up the user and ensure they do not currently have an account. 
   • If they do, follow activation request protocols. 
   • If they do not, proceed with the following steps.  
2. Confirm the individual requesting a new user is the Primary Contact of the organization 
   • Select “Approve” if they are. 
   • Select “Deny” if they are not.   
3. If approved, 
   • Edit the Ticket Details to change the recipient from IRIS Admin, to the user who will be getting the email.
   • Send the CARE Program - New User Access Request Completed canned response to the request user and copy all Primary Contacts of the organization.
   • Tag the ticket as a “CARE User Access Request.”  
4. If denied because someone other than the Primary Contact requests a new user: 
   • Send the Activation Request – Primary Contact Verification canned response.
   • Copy all Primary Contacts & the person who sent the request for the region.
   • Wait for approval from at least one Primary Contact.
   • Send CARE program - New User Access Request Completed canned response to user & PCs. 
   • Tag the ticket as a “CARE User Request.” 
5. If denied because they already had an account (and is active or deactivated): 
   • Reject the access request in IRIS. 
   • Send the Activation Request – Primary Contact Verification canned response.  
     • Add language in the response that it was denied because the user already has an account.
   • Copy all Primary Contacts & the person who sent the request for the region.    

New User Non-CARE Access     

Never assume or ask if a user needs access to a non-CARE community. Access will only be granted if requested by DCF. 

If a DCF user needs access to a non-CARE IRIS Community in addition to CARE access, Primary Contacts will either include that information in their initial request using the notes section in the Request a Team Member page or they will email a separate request to IRIS Support. 

Note: The only regions that will have to consider non-CARE IRIS access are the Wichita Region and Northwest Region. Below are the IRIS networks and their associated organizations that DCF CARE users in these regions may need access to.     

Existing User Activation Requests  

IRIS Support may also receive user activation requests from DCF staff. 

When activating an account:    

• If the request is not directly from the organization’s Primary Contact, forward the request to the Primary Contact using the Activation Request canned response. 
• Once the need for access is confirmed by Primary Contact, reactivate the user’s account, and make sure they have access to the appropriate organization.  

If this request was generated due to a user already having an account through the “Request a Team Member” function, also ensure that the “CARE User Existing Account” canned response is attached to the message.  

 User Requests Not Using the “Request Team Member” Function 

• Resolve their issue.   
• Copy in the Primary Contacts (if the request is not coming from them).
• Add something like "As a reminder new user access requests should come from the Primary Contact of your organization using the request a team member function."      

 Need help? IRIS Support | Last updated: April 22, 2025