Accounts Payable FAQs
1. How should I use the Accounts Payable Helpdesk?
Email all of your questions and issues related to payments of invoices, check requests and PCards/credit cards to UMMSAP@umm.edu. You will receive an immediate response with a ticket number.
Please group your inquiries by sending a separate email for each vendor if possible.
If you need to send a follow-up email about an existing ticket, please keep the ticket number in its original format [#0000] in the subject line of your email.
2. What information should I include to the Helpdesk?
Please provide as much information as possible including the hospital where you work, the Invoice number, the Purchase Order number, the vendor name or anything else that you think will be helpful to the Customer Service Team member to resolve your question or issue.
When you receive a ticket number, you will also be provided a login and password to access the system and track the status of your request if you desire to do so. The Customer Service Team will also respond to you by email or phone.
3. What if a vendor threatens to put us on “credit hold”?
If a vendor has placed or has threatened to place the organization on credit hold, please put "credit hold" in the subject of your email. The Helpdesk will automatically escalate this to the Rapid Response Team.
4. How do I know if my email has been received by the UMMS-AP Customer Service Helpdesk?
The Helpdesk will send you an automated reply email stating that the issue has been received and a ticket logged for you. The email will include the ticket number. When replying by email, please make sure the ticket number is kept in the subject of the email in the original format of [#000] so we can keep all communication together.
5. How long will it take for me to get a response?
The Helpdesk will send you an immediate response with your ticket number. Tickets are addressed by the Customer Service Team based upon priority of the issue. If the issue is urgent or is a credit hold, you will get a response in 1 business day. If you are making an inquiry or have a general question, you will get a response within 3 business days.
6. Why do I get a ticket number?
The ticket number allows us to track your issue and to ensure that the issue is resolved in a timely manner
7. The Helpdesk gave me a log-in and a password. Do I need this to get my issue resolved?
No, the Customer Service team will respond to you using your email address or by phone. If, however, you want to look at the status of your request, you can use the login and password to access the system yourself at anytime.
8. What should I do if I do not get a response from the Helpdesk or the Customer Service team?
Please send an email to Judy Morgan, Manager for AP Customer Service, at jmorgan@umm.edu or call her at 410-328-7495.