Application Support

Critical or very important requests should always be called into the Help Desk at 615-343-HELP (3-4357). 

Submit a Pegasus Ticket.

Please provide the following information to expedite your issue:

  • Name
  • Phone Number
  • Department/location
  • A brief description of your problem
  • Any other helpful information

Customer Services & Support

Help Desk

The Help Desk provides 24/7 frontline technology support for the Medical Center. Depending on the nature of your issue, a Help Desk team member might be part of Desktop Support or the Clinical Application Support Team (CAST). Most issues related to HealthIT products will be directed to a CAST member.

If follow-up calls or escalations are necessary, please provide the service call ticket number when inquiring about the issue. Tickets will typically start with the letters: SD, IM or R0, followed by a series of numbers.

If CAST is unable to resolve a Communication, we will escalate your ticket to Incident-Level and assign it to the appropriate group.

Please keep the following in mind when you are reporting an issue: 

  • If the issue is patient-care related, the priority will be marked as High or Critical which will warrant a page alert to the workgroup.
  • If the Incident is radiology-related, the priority will be marked as High which will page the workgroup.
  • All other Incidents will be marked as low priority.

Central Support Teams

Central support teams serve as an important layer between end users and HealthIT Application teams. They partner with embedded eStar Clinician Champions and Representatives to provide next-level support for important issues. These team members also help deliver education, solve problems, communicate information, and prioritize issues.

Champions & Representatives

Embedded in clinics, areas, units and departments throughout VUMC are our eStar Clinician Champions and Representatives. Read more about Champions and Representatives.