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Getting Help


While the Clinical System (UMMH) and UMass Chan are close partners please note that they have separate help desks with different responsibilities and access. Refer to each topic below.

Light Bulb New Account Request

New Account Request

A UMass Chan representative with access to the Clinical IS system will need to submit an account reactivation or new account request on your behalf. 

Submit a ticket for ACCOUNT ACCESS here. 

Light Bulb Account Deactivation

Account Deactivation

Should your account become deactivated, Submit a ticket for ACCOUNT  DEACTIVATION here. 

Class of 2020 or before: You need to access your Clinical IS account at least every 90 days otherwise, it will be deactivated. After an additional 90 days it will be removed from the system/deleted and you will need a new Clinical IS account.
Class of 2021 or later: You need to access your Clinical IS account at least once a year, otherwise, it will be deactivated. After an additional 90 days it will be removed from the system/deleted and you will need a new Clinical IS account.

Light Bulb Password Reset

Password Reset

You will need to provide the Clinical IS Support Center with your personal PIN which is the last four digits of your UMass Chan student ID.
Call Clinical IS Support Center at (508) 334-8800, select option #1.

NOTE: For security purposes, Clinical IS requires that you change your password annually.

Light Bulb Forgotten PIN Verification

Forgotten PIN Verification

If you forget your PIN, the Clinical IS Support Center will need UMass Chan to verify as a student.
Call UMass Chan IT Helpdesk at (508) 856-8643.

NOTE: When contacting the UMass Chan IT Helpdesk, ask them to verify you with Clinical IS Support Center.

Light Bulb Remote Access

Remote Access

For remote access issues (FMD or RSA), or Epic functionality questions, please contact the Clinical IS Support Center at (508) 334-8800.

Light Bulb Epic Support

Epic Functionality Support

Call Clinical IS Support Center at (508) 334-8800, select option #2.
You may also enter a support ticket online via the UMMH IS Self Service.

NOTE: You will need to enter your Clinical user username and password to gain access to the portal.