Effective, November 9, 2024, Optum’s ServiceNow web submission URL has been updated. Please use the link below to submit tickets:

If you need to open a help desk ticket during this maintenance window, please use the following method:

• Phone Submissions: Call the Help Desk at: (877) 363-5630

The role of the OSDS Help Desk is to collect, analyze, and resolve incidents as quickly and effectively as possible. All requests for assistance will be initiated through ServiceNow, either by phone (877) 363-5630 or by web submission: https://optum.service-now.com/trc

The OSDS Help Desk will be available to OSDS users 24 hours per day, seven days per week, 365 days per year – including all holidays.

To contact the APD OSDS Project Team, email apd.osds@health.ny.gov using the below inquiry format:

Subject:

• Issuer Name (HIOS ID (or TPA ID if applicable)) – Summary of the reason for inquiry